Leadership and Management for Service Industries

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
P1 theories of management applicable in Hilton Hotels..................................................................3
P2: Roles of leader and leadership style;.........................................................................................4
P3. Hilton leadership style:..............................................................................................................6
P-4 The factors that influence different management styles of Hilton Hotel..................................7
Internal Factor -........................................................................................................................7
External Factor.........................................................................................................................8
Strengths and Weakness of Hilton Hotel.........................................................................................9
Strengths....................................................................................................................................9
Weakness....................................................................................................................................9
P-5 Current management and leadership hard and soft skills..........................................................9
Soft Skill.....................................................................................................................................9
Hard Skill.................................................................................................................................10
P 6 Future management and leadership skills................................................................................11
P 7 Compare and contrast different service industry organizations..............................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Management is a part of organizations, when management is introduced in the organization they
have developed some theories so they can implement that theory for different situations. These
theories assist to manage people within the organization, motivating, creating decisions,
allocating and negotiating for resources and making deals. Hilton hotel and resorts is a global
brand originated in the US in 1919 who has 584 hotels and resorts across the world. This report
helps to understand what different management theories are and what theory is applicable in
Hilton hotel for management.( Silva, 2016)
P1 theories of management applicable in Hilton Hotels
As the market situation changes in the last few years the management theories also modified
according to the market scenario. To run the company and handle the mass production
management needs people who can achieve these goals. These theories are very important to
operate the business. There are mainly three category in management theories such as Classical
Management Theory which focuses on execution and increasing production second is Behavioral
Management Theory which Centre to increase on human aspects and perceiving the workplace
as social environment and the last Modern Management Theory is a mix of previous two
theories, while combining the modern scientific methods and systems thinking.
Scientific management theory: this theory focused on operations to reduce the waste and
production timing. These theories provide scientific methods to improve the efficiency of
employees.
Administrative Management Theory: this theory was created by Henri Fayol who clarified
about all the business activities that a business must conduct which is primary business activity
and also provides detailed strategies for managers.
Bureaucracy Theory: this theory provides a framework to make relevant decisions for
organizations.( Northouse,2018. )_
Human Relations Theory: it assumes that the organization as a social entity. This theory
identifies that money is not enough to convince employees and provide ways to increase
employee performance.

Behavioral Science Theory: this theory assembles the factors of psychology, anthropology and
sociology to deliver a scientific basis. It evaluates why employees are motivated by particular
factors, such as social needs, disagreements and self-actualization.
Quantitative Theory: it was developed at the time of world war 2.It was using specialists from
multiple scientific professions to understand the issues around combining systems of people,
materials and systems. This theory was developed especially to strengthen and provide support to
military decision-making.
Systems Theory:- system theory states that management and organisations have interrelated
beliefs and Rather than viewing the organization as a process or bundle of process and each
department is part of an overall system and management must promote the goals and process
flows that serve the overall organization.( Thompson and Glasø,, 2018)
Contingency Theory: Contingency Theory was developed by sociologist Joan Woodward after
she verified that some companies performed better than others. And she found that high
performing organizations make better use of technology and their managers made better
decisions in situational contexts. This believes that effective managers must be flexible to
unusual situations and circumstances. As per the clarification Hilton has 146 hotels with 59,463
rooms which are owned or leased by Hilton Worldwide and believe to improve the
organizational culture to facilitate the nature of unity and improve the speed of decision making
at all levels.
P2: Roles of leader and leadership style;
Every organization leader plays an extremely important role as he might be the owner of the
company and he is responsible for all the actions he takes. He is responsible for generating the
vision of the company in the long run. Leader role in Hilton organization is to create a good
portfolio in terms of reputation in the hospitality industry. Without the vision organization can
not work properly so it's the leader’s duty to decide the objective and make employees
understand the objectives. Hilton has already established its business across the world and it's
their objective to become worldwide and provide their services globally. It's a leader’s duty to set
up the strategies and through effective communication he needs to provide details about the plan
and assign managers to get a track record of the plan. Leaders should be effective communicator