Leadership and Management for Service Industries

This project report explores the role of leadership and management in the service industry, specifically focusing on Marriott International. It discusses management theories, leadership styles, talent management, and the factors that influence management styles and structures. The report also examines current and future management and leadership skills required in the service sector.

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Management theories in relation to service industry........................................................1
P2 Role of leader and different leadership style.....................................................................2
P3 Talent Management and leadership style..........................................................................5
M1 Analysis of management and leadership style.................................................................6
D1 Current management and leadership style linked to theorists..........................................6
TASK 2............................................................................................................................................7
P4 Internal and external factors that influences management styles and structure................7
M2 Strength and Weaknesses of internal and external environmental factors......................8
D2 Effect of internal and internal factors to change management style.................................8
TASK 3............................................................................................................................................8
P5 Current management and leadership skills........................................................................8
P6 Future management and leadership skills required by service sector.............................10
M3 Current and future management and leadership skills for service sector......................10
TASK 4..........................................................................................................................................11
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change..................................................................11
M4 Change management affects management and leadership skills and styles..................12
D3 Development of change, management and leadership skills in service sector...............12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership is defined as art of motivating number of individuals to act in most productive
manner so that people can move towards achieving a common goal. Leadership includes all the
essentials that helps an individual to inspire others to perform their functions in more batter
manner so that their personal and professional goals are achieved in defined period of time. A
good leader leads a team with courage, clear vision, personality and with ambition to become
successful. Leadership helps individuals to have a clear vision set for the business and
management helps in designing and administrating all those activities that helps in achieving
goals and objectives. In this project report role of mangers and leaders in Marriott International
will be elaborated in relation to talent management (Agrawal, Khatri and Srinivasan, 2012). This
organisation was founded in the year 1927 by J. Willard Marriott and Alice Marriott.
Headquarters of the organisation is situated in Maryland, United States and employing approx
176000 employees all over the globe. Detailed information regarding management theories and
leadership style and management style in the service industry will be provided. Together with
this current and future management and leadership skills for service sector will be elaborated in
detailed manner.
TASK 1
P1 Management theories in relation to service industry
Classical theories are based on the fundamental concept that economy is self-regulating.
Henri Fayol is the founder of classical management theory which is highly concentrated on
efficiency. As per these management theories it was believed that employees working with the
organisation possess only physical and economical needs. Classical management theories
focuses on specialization of labour force, centralised leadership and decision making, profit
maximisation (Carlborg, Kindström and Kowalkowski, 2014). There are 3 types of theories in
the classical approach to management that are defined as follows-
Bureaucracy Theory (Weber): This classical management theory was defined in the
19the century by German Sociologist Max Weber. As per this theory bureaucracy consists the
most efficient and rational ways in which human resource in the organisations are organised and
processed in systematic manner. Through this two essential elements that are structuring an
organisation in hierarchy and having clear defined goals will be achieved. Management of
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Marriott International is organised in hierarchical manner. As each department of this hospitality
business is headed by manager who is reported by subordinates. Managers of different
department report to owner this hierarchical system helps in providing information regarding
goals and objectives that needs to be achieved while working on a particular hierarchy.
Administrative Theory (Fayol): This classical management theory is given by Henri
Fayol. It was based on the concept of decentralization. In an organisation different departments
and individuals performs different tasks for achieving common goals and objectives. In order to
maximise productivity more emphasis needs to be made on organisational management and
human behaviour factors (Chen and Yang, 2012). In Marriott International focus is provided on
improving the efficiency of management so that all the operations are standardised and implied
for achieving objectives. Decentralization helps workers to learn changes and implement them in
day-to-day operations so that productivity can be improved of overall operations performed by
managers in Marriott International.
Scientific Management (Taylor): In the year 1911 Frederick Winslow Taylor
introduced classic scientific management theory. Objective behind this theory is improving
economic efficiency and labour productivity. It was proposed that by optimizing and simplifying
jobs, productivity would increase. As Marriott International is working in service industry where
human resource plays most important role for accomplishing organisational objectives.
Managers and employees in the organisation needs to cooperate with each other so that
employees are managed to perform quickly and efficiently as possible to accomplish objectives.
Implementing all these classical management theory more focus id provided on human
resource in terms of their efficiency, skills and motivation (Chen, Zhu and Zhou, 2015). In long
run these management theory will help to appoint and retain talent in Marriott International
organisation.
P2 Role of leader and different leadership style
Leader is an individual who possess an ability to induce all subordinate or team members
to perform their work with confidence and zeal. This helps all the individual to identify their
hidden potentials and leads to growth and development at personal and professional level. A
leader helps in binding a group together and motivates them towards achieving goals and
objectives in more productive manner. A leader while managing Marriott International
organisation plays certain roles that are as follows-
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Inspire and Create Followers: A leader in an organisation is person to whom everyone
look up to and get inspired with hard work and success achieved. Leaders in Marriott
International organisation needs to perform their part of work in such manner so that they can
become inspiration for their followers (Clark, Silvester and Knowles, 2013). As a leader a person
needs to assess all the activities and motivating others through logical and possible techniques.
Performing all the activities in most efficient manner and achieving goals and objectives as
defined in business will help to inspire others and create followers.
Representative of the organisation: Leaders and managers are termed as representatives
of the business organisations. Role of a leader is to represent the organisation to the outside
world in the more rational manner so that business can establish its good image. As Marriott
International is working in hospitality industry where representation is termed as key to success
in this case a manager must be concentrated regarding all the activities and roles that needs to be
performed in business.
Guiding workforce: Human resource in business performs all those activities that a
business organisation plan and design to achieve its objectives. Leaders while performing and
participating in the management of Marriott International will guide all the employees. This role
of leaders will be performed in order to enhancing skills and ability to employees so that their
performance can be enhanced.
Leadership style
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Source: Leadership Styles, 2019
It is a manner and approach of providing direction, implementing plans and motivating
workforce in the organisation to achieve business objectives. A leadership style used on
organisation reflects implicit and explicit actions performed by leaders while performing leaders
activities. Different forms of leadership style are as follows-
Autocratic leadership: This form of leadership style is also known as authorisation in
which decision making power lies with leader (Leadership Styles, 2019). This form of leadership
do not allow workforce of a organisation to represent their point of view and they only become
followers for what is instructed to them. Rigidity in this leadership style do not allow leaders of
Marriott International to follow such leadership style. As their main concern is to create value of
organisation by enhancing employees productivity.
Participative Leadership: In this form of leadership style opinions of employees is also
considered with view point of leaders. While performing business activities in service industry
with an intention to retain more and more talent in organisation this form of leadership is one of
the most suitable option. In Marriott International when any decision is taken which can affect
workforce at each level then employees are also involved in the process of decision making. A
sense of belongings and considering employees opinion helps in attracting more and more
employees and retaining talent in business organisation.
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Illustration 1: Leadership Styles, 2019

Free-rain Leadership: In this style of leadership no participation is made by leaders in
the process of decision making for business organisation. Members of the group or workforce are
set free to take decisions. Managers set objectives and employees take all the decisions to
achieve those activities. This form of leadership style is not preferred while leading Marriott
International organisation (FHKPS and SBS, 2018). As hospitality sector is very competitive and
leaders needs to take decision with experience to maintain competitive advantage in business.
When leaders will guide employees in decision making then growth an development will take
place in more productive manner and leads to retain more and more talent in organisation.
P3 Talent Management and leadership style
Management style is a well defined method which is used by managers in a particular
manner so that their objectives can be achieved. Management style defines the manner in which
managerial decisions can be made in the organisation and how power of manger is exercised in
the authority. Managerial style varies on the basis of organisation and sector in which business is
operated and the level of management. Talent management is the process by which vacant job
positions are identified and suitable candidate is selected while developing skills so that they can
retain for longer in organisation. Different management styles are as follows-
Authoritarian Management Style: This form of management involves managing
operations through clear direction and control. In this form of management managers asserts
strong authority to make all the decision making authority in business. Operations in the business
are managed through strict hierarchical and reporting structure. All the employees are guided
with their role and responsibility and no question is arise in relation to any authority. Thus this
help leaders to manage skilled and expertise employees in organisation for longer so that
organisational objectives are achieved with competitive advantages. Managers do not share what
needs to be achieved in future and only instruct team to perform their work and all the decision
making power lies with manager only (Huarng and Ribeiro-Soriano, 2014).
Visionary Management Style: This form of management style is also known as
inspirational, strategic, transformational through which managers focus on conveying the overall
vision of the company to project to team members. Managers focuses on motivating team
members to perform their activities in most productive manner so that goals and objectives while
accomplishing a particular target can be achieved. This also helps leaders to increase their
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follower by making them fully engage in the vision and mission of organisation so that talent
management is done effectively.
Transactional Management Style: This form of management style focus on using
rewards for motivating employees in positive manner . Incentives, bonus and stock options are
used by businesses so that employees can be motivated for improved performance. This
management style is based on the idea that employees in an organisation can be motivated
through extrinsic rewards. This is one of effective solution to retain employees in an organisation
when they are rewarded or get recognised they feel motivated and increase their morale to put
extra efforts in attainment of goals and objectives.
Among all the management style in order to enhance and retain employees who are more
talented in organisation transactional management style will be adopted in Marriott International.
As employees needs to be satisfied in order to be motivated to work hard and perform well and
thus personnel can be retained for longer in hotel. When employees will be rewarded for their
hard work then they will be obliged for the recognisance and perform really well to achieve
business objectives. Among all the leadership that are described above participative leadership
style will be recognised more as considering employees opinion and providing them opportunity
to perform well will help in achieving business objectives through developing efficient
workforce for future. All such leadership style are effective in retaining workforce by providing
direction, rewards and supports which enhances their morale and motivation. Thus it is capable
to manage skilled and talented employees in Marriott International
M1 Analysis of management and leadership style
In Marriott International organisational structure is divided in various hierarchical order
so that management can be done more efficiently. Organisational culture of the hotel is for
putting people first, pursuing excellence then embracing changes. Adopting participative
leadership style and transactional management style will help in achieving business objectives by
developing a superior and subordinate relationship. Together with this when employees will be
rewarded for their work they will adopt the organisation culture and perform their part of
operation in productive manner (Itaya, 2014).
D1 Current management and leadership style linked to theorists
In the present time democratic style of leadership is followed in the organisation this
reflects that managers and leaders in business organisations possess all the decision making
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power and instruct workforce to perform a task. As concentration of Marriott organisation is on
developing a well established workforce and adopting transformational leadership style will help
to encourage, inspire and motivate employees as preference is provided to classical leadership
style.
TASK 2
P4 Internal and external factors that influences management styles and structure
Business is operated in complex and uncertain business environment and management of
organisation is influenced through internal and external factors. These factors affects the
management style followed in business organisation for decision-making process. Factors that
helps in identifying internal strength and weakness in organisation are termed as internal factors
in business. They are available within a business organisation and helps in determining how well
business resources is contributing for achieving business objectives. Some of the internal
factors that influences management style and structure are as follows-
Employee management: Human resources is an internal factors that places direct impact
on organisation productivity and in long run towards success of any operation. While performing
business activities in Marriott International it is seen that organisation is comprised more of new
talent who are highly skilled but less experienced while serving large number of general public
(Jung and Yoon, 2013). While using a management style in the organisation it must be
considered that employees are new and they need to served in such manner that skilled and
qualified workforce can be retained for long duration.
Organisational Culture: It is a system of shared assumptions, values and beliefs which
governs how an individual behave in an organisation. In Marriott International employees are
working in culture which provides them opportunity to participate in managerial decision-
making process. This will influence managerial style and business structure that is used in
business.
External factors are the elements that influences a business results and performance from
outside the business. These are the factors that are present in environment in which business
operates. While operating in uncertain business environment it is important to consider all the
external factors, as they can influence a business and its management in negative manner. Some
of the external factors that influences business are as follows-
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New legislation: Hospitality sector is one of the fastest growing sector in the world and
to regulate it properly new laws and regulations are implemented by government. As Marriott
International is operated at international level and this leads to affect its managerial style while
adopting at global level. New legislation affects roles and activities performed by business
organisation and improvement needs to be made to enhance quality of employees while working
in different legislations (Mears, 2012).
Inflation: It leads to change in the number of employment opportunities available to
employees while working in Marriott International. Inflation needs to be accessed while
employing workforce at different levels in business. Managers needs to use managerial style
through which external factors like inflation impact can be minimised and structure is designed
in well productive and profitable manner.
M2 Strength and Weaknesses of internal and external environmental factors
When internal factors in business such as employee management and and organisation
culture when moulded to become strength of business then they become strength for businesses
by established competent workforce. Negligence to internal factors that affects business in long
run will reduce overall productivity. When business is operated at international level then there
are number of external factors that affects business operations. Assessing these factors in
advance will help in minimising their effect and termed as an strength. All the external factors
can not be ascertained in accurate manner and this leads to become a weakness for business.
D2 Effect of internal and internal factors to change management style
As in the present time democratic style of leadership and management is followed in
Marriott International organisation. When the future scenario is considered it is checked that
business organisation is influenced through various internal and external factors. It is important
for business to adopt leadership style that provides workforce chance to participate in
management decision. To cope up with the changes through internal and external factors it is
seen that transformational leadership style is followed in Marriott international.
TASK 3
P5 Current management and leadership skills
Skills are the expertise or talent needed in order to do a job or task. Through this an
ability to perform an activity in a competent manner is generated. Managers and leaders are the
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representatives of the business organisation and it is essential for them to possess specified skills
and talent so that workforce can be guided to become productive. For managers and leaders skills
are segregated as soft and hard sills. In relation to current management system they are defined
as follows-
Hard Skills: These are the specific abilities or capabilities that an individual possess and
demonstrate in a measured way (Millar, Chen and Waller, 2015). Hard skills in an individual
helps in generating more and more competence so that expertise can be generated while
performing a specific activities while performing job. Some hard skills that belongs to
management and leadership are as follows-
Hard skills in management: In hospitality industry while performing activities in hotel
business some of the hard skills that are required while managing different departments are
required to enhance efficiency. Such as food and beverage management, commercial acumen
skills, human resource management skills.
Hard skills in leadership: In the present time more and more technologies changes are
introduced to hospitality which helps in serving in better manner. Leaders to simplifies their
work needs to generate technological knowledge among themselves. When new techniques will
be introduced in business then employees of Marriott International will be trained in more
effective manner. This will enhance productivity of overall organisation by employing suitable
employees to the most accurate place.
Soft Skills: It is a combination of different skills that are available with an individual
such as social skills, communication skills, personality, attitude and social intelligence. Some
soft skills that belongs to management and leadership are as follows-
Soft skills in management: Time management is one of the important that makes a
manager different for others. Together with this skill good communication and organisational
awareness is required in mangers while operating at Marriott International so that it can become
on of the greatest organisation for managing talented employees.
Soft skills in leadership: A leader is an individual who communicates to large number of
individuals in order to motivate them towards hard work to achieve business objectives.
Communication , teamwork, problem-solving and decision-making are some soft skills that are
required in leader while dealing with different followers. This will help in establishing a
qualified and hard working workforce for Marriott International (Shek and Lin, 2015).
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P6 Future management and leadership skills required by service sector
Business activities are operated in diverse and changing environment and due to changes
in internal and external business environment it becomes important for managers and leaders to
generate some skills that helps in adopting changes. Some of the managerial skills required in
future are as follows-
Technology management skills: In the present time no industry is available that has left
behind with immense effect of technological changes. In future when managers will operate in
hospitality industry then to perform their part of activity in more productive manner they needs
to become techno friendly. This means they must be adoptive to technological changes and also
develop their organisation workforce to take these changes in positive manner. To achieve this
more and more knowledge of technological development is taken and each time whenever
training is required then it should be attended.
Diverse team management: As the development is taking place it leads to introduction
with new modes of operating business activities. In future as far as the scale of operation will
improve diversity will be their in organisation and manager needs to develop skills to manage
diverse team. For this skill development manager must possess effective soft skills and provides
importance to managers so that employees can become more competent.
Some leadership skills that are required in future-
Being compatible with Chaos: In future business is going to be operated where more
and more uncertainties will be available. In order to deal with those uncertainties by establish a
competent team is done. In this situation a leader must be compatible to adopt situation of chaos.
Ability to work with employees and technology: In future while operating in
hospitality more and more technological improvements will be introduced. Leaders of Marriott
International needs to possess ability to work with employees and technology to generate most
productive results.
M3 Current and future management and leadership skills for service sector
In the present time managerial and leadership skills that are very crucial for establishing
and developing in service industry are team building, strong communication, motivation
techniques and effective decision making skills. All these skills are important so that current
performance of organisation can be enhanced by motivating employees towards hard work. In
future technological management, team management, compatible with Chaos and capability to
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work with employees and technology is required so that business can become adaptable to future
changes and performance do not gets hindered (Talib, Rahman and Qureshi, 2013).
TASK 4
P7 Compare and contrast different service industry organisations’ change management systems
and leadership in implementing change
Change management system is the procedure which is responsible for the changes in the
production operation atmosphere fro beginning to completing. For this purpose focus on the
different types of situation regarding top business. The change management different from the
structured approach which is operated transitions and related with the shifts for the organisation
policies, processes and priorities. There is defined change management system impact on the
different organisation regarding to change:
Basis Marriott International Hotel Travelodge Hotel
Change System This hotel has been faced various
types of challenges regarding to
employee career development. So
for this hotel administration
decided to apply ADKAR's
change management system model
to sort out the challenges
effectively. In this model consist of
strengthening phrases, skill, ability
& perception.
Travelodge hotel is face different types
of problem regarding to employees
holding and manager have discussed
with the staff members and decide to
change in their compensation
approaches to over come from these
issues. To formulate the changes apply
the Lewing's change management
system where mainly focus on the
three phases such as Refreezing,
freezing and unfreezing.
Leadership &
management
This time management plays
effective role to apply change
management system effectively.
After apply the ADKAR's model
require to monitor of the different
roles of the leader according to
tasks and analysis the basic
Leadership is important for the change
management system because it
supports to organisations as well as
staff members to adopt changes and
work accordingly. Top apply the
changes required to continue discuss
with the employees about the change
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situation during the awareness
procedure. They recognise the
which type of skills and style apply
to for practice exercise in order to
improve capacity stage. They
develop effective strategies and
focus on the different resources
that helps to improve skills and
provide appropriate facts in order
to career development. At the
reinforcement point of view,
leaders are making several
attempts to motivate for the
progress.
procedure. They are playing different
role in the different situation. At the
particular stage managers carefully
planning about the motivation of the
team members and help to adopt
changes.
As per the above discussion it is understanding that leadership and management system
influence for the changes and support for the different activity. It influence to follow the changes
and do work accordingly.
M4 Change management affects management and leadership skills and styles
The change management system directly impact on the management and leadership skills
because after the changes require to ready for it and discuss with the employees about it. Many
times employees are not agree with the changes that time require to both explore skills an
influence staff members to adopt the changes. For this purpose soft skills convert into hard skills.
In leadership select participative style that can convert autocratic style and take decision
according to changes system (Wang and Hsieh, 2013).
D3 Development of change, management and leadership skills in service sector
Change is constant and in terms of business organisation changes are taking place
drastically. These changes leads to development of managerial and leadership skills to make
them competent to become adaptive in the changing environment. Changes are taking place in
the internal business environment in service sector and to retain more competent and talent
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workforce leadership style is changed over a period of time. When external changes are
introduced in service industry personal skills of employees and management is enhanced to
adopt with the changes.
CONCLUSION
From the above project report it has been concluded that style of leadership and
management is one of the crucial term that affects overall productivity of organisation. In context
to enhance organisational performance different managerial and leadership styles will be
introduced. On the basis of organisational structure and goals and objective of business most
suitable will be selected. Internal and external factors of business and its changing environment
affects managerial and leadership style. These factors will be considered while implementing
leadership style and together with this suitable as per business objectives will be implemented.
To make a business efficient in future managerial and leadership style will be changes in relation
to hospitality business.
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REFERENCES
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Online
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