Leadership and Management in Service Industry

Leadership and
Management in
Service Industry

Table of Contents
Introduction......................................................................................................................................2
Task1................................................................................................................................................3
P1 Assess different classical management theories and apply these in a service industry
context.........................................................................................................................................3
P2 The role of the leader and different leadership styles in a service sector industry...............5
P3 Review the management and leadership styles of the company:...........................................6
Task2................................................................................................................................................7
P4 The internal and external factors that influence management styles and structures in the
organisation.................................................................................................................................7
Task3................................................................................................................................................8
P5 Asses current management and leadership ‘hard’ and soft’ skills of Hospitality sector......8
P6 The future management and leadership skills required by the sector .................................9
Task4..............................................................................................................................................10
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change......................................................................10
Conclusion.....................................................................................................................................11
REFERENCES..............................................................................................................................11

Introduction
Every Organization throughout the world are engaged in managing each of their talented
employees. In addition to this, adopt different leadership style as per the particular situation that
exist at a particular point of time (Shek, and Lin, 2015). The manager are responsible for
ensuring the overall management of all the activities and ensuring that every activities is aligned
with their business goals. While, it is isn't necessary for leader's to hold a particular positions.
Company overview
Marriott International is one of leading company that is engaged in providing Hospitality
services. It is present in all over the world and has traveller large number of travellers in
developing healthy relationship with them. This project covers diverse aspect of leadership and
management. This includes reviewing classical management theory, determining factors
affecting management styles, assess current as well as future of service industry and demonstrate
them.
Task1
P1 Assess different classical management theories and apply these in a service industry context
Every Organization throughout the world make use of different classical management
theory by undertaking a thorough analysis of their environment (Mesu, J., Sanders, K. and van
Riemsdijk, 2015). This enables them to apply the theory that is most appropriate to manage their
activities. For doing this, it is must for the company to understand the three different type of
theories. This can be explained in detail below:
Scientific Management theory: This theory was introduced by Frederic Taylor. He was of
the opinion that by analysing the work in the scientific manner was best way to take in order to
perform a particular task. For doing this, it was must to organize each of their activities
appropriately that will enhance their performance. Along with this, for Marriott International it
was important for him to reward each of their employees as per increase in the individual
performances. Its approach to management is explored in almost every industrial based business
operations in world. Its influence is also felt in the general based business practices like
planning, procedure designs, control on quality, cost accounting and etc.
Bureaucratic Management Theory: This theory was developed by a German Sociologist
and economist Max Weber. He was of the opinion that bureaucracy, is one of the must for every

Organization in order to increase efficiencies. For Marriott International, who follow this has a
well defined line of authority. Bureaucracy is indispensable in administering regulations and
rules. A bureaucratic structure is framed to administer based on large scale or coordination in
well manner between lots of people working with the different levels towards common business
goals.
Administrative Management Theory: This theory was introduced by Henry Fayol. He is
considered as the father of modern management and believes that managing their talented people
and encouraging them to work in teams will enhance the performance of their entire
Organization. This principle can be explained in more detail by understanding all the fourteen
principles that is stated by him. This can be elaborated how the company is utilizing it in detail
below:
 Division of Work: As per this principle, he believed that dividing the work among their
work force with enhance the quality of task performed by each one of them (Stanley,
2016.). This has aided to create a structure hierarchy and bifurcate their work in different
departments. This has broader context and improves various aspects that includes
productivity,efficiency,accuracy as well as speed of their workers. Through this company
can increase their production and they can make it efficient by business task dividing of
making an object in various individuals.
 Authority and Responsibility: This principle states that authority will improve the
efficiency of their work force and also enhanced their responsibility. Marriott utilizes this
by their different level of authority. This has aided the senior managers to be responsible
and supervise the task of each of their junior or lower level of managers. Through this
supervisors can lead the team in one direction in effective and efficient manner.
 Discipline: This principle states that the behaviour has a large influence on their
performance (ia, 2020.). The company enforces that discipline is managed by them
properly by following the number of parameters that include number of working hours,
conduct of employee's in impartial way. This provide person with rules to live effectively
and efficiently. Discipline is most important part at workplace to achieve targeted goals
in short period of time.
 Scaler Chain: The principle's states that hierarchy should be from top to lowest. This
isn't applicable to them. It is a formal based line of authority which transfer from highest