Leadership & Management for Service Industry

This document provides an overview of leadership and management in the service industry, focusing on classical management theories, the role of leaders and different leadership styles. It also discusses the environmental factors that affect management style and assesses the current management and leadership skills in the industry. Additionally, it explores the change management systems and leadership in implementing change in service industry organizations.

LEADERSHIP &
MANAGEMENT FOR
SERVICE INDUSTRY

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
P1 Explanation of various classical management theories in context of service industry..........3
P2 Explanation of Role of leader and style of leadership............................................................1
P3 Review the management and leadership styles......................................................................3
TASK2.............................................................................................................................................4
P4Explanation of environment factors that affect management style.........................................4
Business organizations are build up with internal and external elements of environment.
Following are the factors of Carnival Corporation which affect the entity are mention below. 4
TASK3.............................................................................................................................................5
P5 Assess current management and leadership ‘hard’ and ‘soft’ skills.......................................5
P6 Description of skills required for leadership and management future practice......................7
TASK4.............................................................................................................................................8
P7 Explanation of different service industry organisations change management systems and
leadership in implementing change.............................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Leader is a person who share vision and give direction to followers for achieving the vision.
On the other side manager is a person who by understanding vision statement builds policies and
strategies to achieve the goal by directing and controlling business resource. Leader & manager
both are essential and have importance during running business. To understand leadership and
management in a better way, Carnival Corporation & plc has been taken. It is world leading
tourism organization. It is British American Corporation which headquarters is situated in
Miami, and Southampton in UK. It is listed in New York as well as in London stock exchange.
The company provides luxurious cruise travel facility to their customers. This report is prepared
to define use of models of management in organization. Application of leadership style and skills
required for leader and manager to run cooperate business. It also includes, current and future
soft as well as hard capabilities required to leaders for directing company, and impact of change
management system in relevant organization.
TASK 1
P1 Explanation of various classical management theories in context of service industry
Business organizations run their trade activities on the basis of applying rules of
management theories. There were various theories and models had been developed. Classical
management theory is developed by Taylor, Henry Fayol. This compete is based on the
assumption that, organization wills only focuses on fulfilling economical & physical needs. They
toothy ignore the concert of socialism, and motivation needs. Bureaucratic, scientific and
administrative theory is considered as part of it. These models useful in run functions of
departments in effect way. In context with Carnival Corporation & plc management department
of this organization (Niknazar and Bourgault, 2017).

Scientific Management Theory: This theory had been developed by Frederick Taylor who is
also famous as father of Management
Scientific management theory is basically based on the concept that to increase and
developed efficiency of an entity. Management needs to increase their productivity level
For this purpose tailor focus on the concept that there will be so many methods through which a
manager is able to enhance their workers productivity it will useful for an association to
automatically increase sales retain contact with this organization the use various type of
Strategies and methodology through which they can enhance and more motivated Their
employees they give them challenges in order to increase rate of productivity
Bureaucratic theory of management
This theory based on the concept that, every organization is build up on basis structure,
which define power and responsibility of every employee. Managers fixed task, on the basis of
capabilities of worker. There will be subordinate which order must e follow by worker. To
increase productivity, managers provide incentive to their emopyee on the basis of their work
performance. They also give punishment to those employees who are not able to fulfill their
work on given time period (Niknazar and Bourgault, 2017).
Administrative theory of management
Concept of
Administrative model is based on the assumption that to enhance capacity and productivity e of
an organisation. Personal or individuals contribution is not required. It is essential to build team
and work in group in order to achieve predetermined goals manager selected skilled personnel to
make or build team. There will be different groups which work for solving issues developed new
ideas as well as helps in decision making procedure manager of Carnival Corporation and PLC
select team so they can easily provide tourist services at world by area as it was the most famous
and largest Organisation in tourism sector.
P2 Explanation of Role of leader and style of leadership
Success of an operation is totally depends on how well their leader have the capability to
lead the organisation in right way a leader is someone who direct and guide and Organisation so
that they can achieve their future goals and maintain sustainability in competitive world
environment leader is an individual who provide guidelines regarding each and every functional
managerial activities there will be many departments who work in order to achieve goals of the
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organisations leader help in define correct path so that all the department word as an individual
team in order to enhance productivity of organisation in contact with carnival Corporation it it is
a combination of two organisation their leader and lead in effective way role of role and skills
required for a leader is defined below
Vision: Leader is the person who defines and clears vision of organization. Ultimate aim
of carnival Corporation ‘is to maintain position of world’s best tourism organization, by
satisfying customers.
Communication: it is really essential for companies to clear issue and conflict which is
arises due to lack of communication problems. Leader of Carnival Corporation focus on use
effective tools of communication so that their followers not misunderstood related to any project
of the company
Define path: this is most essential roles that an individual play as leader the direct and
guide way to followers (Lee, Choi, Youn and Chun,, 2017).
Solve problem: followers: Main motive of an individual as leader is to influence and
motivate personas so they can work by following rules of organization.
Integrity: There main role is to maintain coordination and integrity in each department of
business corporation.
Change agent: Leader is a person who build policies and strategies according to the time
they are not afraid from taking challenges of which is influenced by Technologies
Decision maker: On the basis of changing world environment leader by understanding
requirement of customers to decision Carnival Corporation is service industry tourist perception
and demand change according to change of times does leader of the organisation always make
relevant decision so they can able to provide satisfaction of Cruise passengers
Leadership style also affect role of leader, which define below
Autocratic leadership style: Leader is the one who has all the rights to take decision, he
is someone whose rule must be follow, by everyone. It is based on command & control
approach.
Pacesetting style: In this style leaders only focus on goal achievement , thus they give
hard task and build strict policies. Workforce feels depressed and frustrated when organization
adopt this style.
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Supportive Leadership Style- Leader is provides guild line as well as support to
subordinate during taking time period. It is positive style of leadership.
Participative Leadership Theory: This style is based on the assumption that business is
run effectively when employee get motivate and influence. Thus leader, take rights to
subordinate and also invite them in decision making process.
Carnival Corporation has different branches in Florida, America and UK, thus to maintain
coordination in every branch they use participative leadership style.
P3 Review the management and leadership styles
In service organization management and leadership style play vital role. As their main
motive is to satisfy consumer by fulfilling their demand through providing best quality of
services regarding food travel banking. In hospitality sector manager play unique role so they
can easily manage and control finance, corporation and marketing department in service sector.
It is relevant for managers to understand demand and views of customer and on the basis of that
they would business Strategies and policies.
Management the term is related relevant with identify and directing and controlling business
activity in certain way so that organization will be able to attend the near future business goals.
Carnival corporation is tourism company which provide ship Cruise service for invite word to
their passengers (Qu, Janssen, and Shi, 2015). It is relevant for management department of this
organization to take policies regarding managing Cruise food invent bar facilities will organize o
world to they also need to focus on providing best facilities to guest so they feel like home even
during traveling phase. Manager play different roles they on the basis of analyzing situation and
effect of every element formulate strategic policy to promote policies in order to attract customer
towards this organization so they can generate more profits.
Leader is also important person. As leader provides direction to manager so they can make
business strategies they are in not involve in day-to-day work of organization analyses every
but they analyses every small detail regarding industry in service sector it is required. For
leader to understand what customer really want and how they affect fulfill needs by
coordinating work of companies. Carnival Corporation is famous for their high class quality
of service does it is the responsibility of leader to sustain the same position in the world
market they provide all the brilliant guideline to manager regarding any issues arises
between workforce and manager leader is control on wastage of monetary resources by
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giving suggestions regarding how to maintain cash flow policies. At recent time due to
COVID - 19 all the tourist companies face or suffer from high rate of loss carnival
corporations to increase or maintain their sales policies use effective leadership styles this
effect leader of this organization to increase sales with applied diversification strategies.
They are also attract customers by giving guarantee of save and secure journey of every
tourism place. Without leader it is really hard for this multinational corporation to maintain
position in this Pandemic time period
TASK2
P4Explanation of environment factors that affect management style
Business organizations are build up with internal and external elements of environment.
Following are the factors of Carnival Corporation which affect the entity are mention below
Internal factors: Theses consider those elements which directly impact on organization’s
efficiency. They are directly connected with trade entity and work for it.
Organization cultural: It includes belief, view, perception, value of employees work
within the premises. Positive cultural help in achieving goals of organization, while pessimistic
cultural of the organization may become reason of failure, conflicts and issue areas in
organization. Carnival Corporation his situated in various place, thus its cultural is influence by
American& British tradition although in this employees belongs from different regional. But
they have positive impact on business.
Human resource: Success of entity is depending on the skills of human resources. It is
required for the organization like Carnival Corporation to hire best person and also increase their
efficiency by providing them training sessions (Lai, Lin, and Lin, 2015).
Strategic policies: Management department plan polices which is directly affect overall
process and system of organization, specially service sector.
Financial capital: Having monetary resource, is also an competitive advantage for
entities. As they can able to build strong position and also invest in new business without risk of
loss of financial capital. Carnival Corporation is successful organization and have strong
financial capital to run business.
External Factors: These define as those relevant factors which directly a well as
indirectly impact on position of business. Following are the external element of this organization
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Economical environment: Condition of economy is also affect business policies interest
rate, customer rate, tax, flow of monetary resource, value of stock prices, and rules regarding
foreign trade are building on the basis of favourable and non favourable economic cycle. At
present time due to COVID -19, al the country face highly recession period.
Political factor: Rules regarding monetary policies is taken by political authorities thus it
is really essential for organization to build strong connections with political parties.
Environment factor: Natural, seasons, availability of raw material all depend on
environment. It is required by organizations to use that material which is not negatively impact
on environment.
Media: They also help in building positive or negative image of organization in public.
Thus entities required to make positive relation with media. As they are the main source of
promotion.
Social factor: Having good relation and image among social group is essential. Without
it company not survive in market.
Managers of Carnival Corporation, on the basis of understanding current situation in
external market build their business strategies. They have build positive image in social group
because they contribute toward social responsibility they also make strong connection with
media as well as political parties thus even in pandemic time period organization will be able to
start their cruise in all world, without any trade or service restriction . Due to support of media,
they able to generate positive image among public thus this become the main reason , of getting
title of is world ‘s top most tourisms organization by attractive customers through promotional
strategy marketing strategies. The company is at first rank and bit all its rival industries since
many years by understating relevance of factors of environment.
TASK3
P5 Assess current management and leadership ‘hard’ and ‘soft’ skills
In business organizations, leader apply soft as well as hard skills. These skills represent
torts of individual required to perform business functions in effective way. These are useful in
effectively run business activities. Following are the skills applied by management department
(Mihova, Nikolova-Alexieva, and Angelova, 2018).
Hard Skills
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Cloud computing: In present time period it is required for organization to use cloud
computing technology. This will useful in managing as well as saving essential data of
organization by using cloud network. This is also relevant for connecting employee of different
region with each other.
Proficiency in foreign Language: Service sector organizations need to deal with
customer belongs from different countries, especially tourism organization. Thus it is relevant for
emopyee to understand and learn different language to better coordinate with foreign customers.
Soft skills
Team Building: Making an effective idea is help in achieving goals in given time period. It is
also relevant through which organization can easily solve conflicts by creating strong team.
Creativity: Requirement of customers change within few minutes, thus organization not
always follows same strategy. It is require by them to adopt change management and apply new
creative ideas to gain competitive business advantage (Ellis and Abbott, 2015).
Carnival Corporations business line is spread at all over world thus they use cloud computing to
stay connect with their head offices they provide cruise tourism facility to customers. Their
workforce also has knowledge regarding different language to communicate with passengers.
Management department of this organization run cruise by making effect team. Which have
strong connection. All these are necessary skills use by manager of Carnival Corporation to
successfully operate tourism business.
Current leadership hard and soft skills: Following skills leader of Carnival Corporation has to
successfully lead business
Hard skills
Project management: Having knowledge regarding how to manage, plan and control
project related task during completion of specific project is compulsory for every leader. It will
useful in controlling cost and managing all the resource in effective way.
Information technology: Today’s world is totally depend on technology, thus it required to have
relevant information regarding current trends, in technology. Software, us in maintain and
recording data. For maintaining positing in market, leader must have excellent knowedge
regarding for technology which they use while lead company.
Soft skills
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Motivation: Leader is someone who has capability to influence and motivate workforce
so that took individual as well as organization goals together. And feel positive towards business
organization.
Communication: Leader must have great communication skills, so that they able to listen
problems or demand of employee and relevant solution for their issue. Leader by using
communication skills attract customer also. It help in gearing gain and build positive image
within social environment.
Leaders of Carnival Corporation have great knowledge regarding information advance
technology thus they use it while providing service to their passenger. They also use project
management tools to control and manage cost of every tour. Thus their financial resource are
manage even in present time when all the cruise tourism organization suffers from high loss.
Their leader have capably by using effect commutation skills they relation other employee as
well as attracts passenger from foreign countries .They also influence companies to invest in
their tourism organization in order to spread their target market area (Bayoh, 2020).
P6 Description of skills required for leadership and management future practice.
Business is totally depend on demands and perceptions of customers, specially service
sector as their main motive is to satisfied customers. Organizations use various skills for that but
sometimes these skills nor relevant for future business policies because, future is uncertain. Thus
to make secure future , it is required to adopt new skills,. Flowing are the skills required by
Carnival Corporation for future period
Machine operating: In service sector it is required to have knowledge regarding
operating of machine or equipment use to provide serve to customer. Manager must have
knowledge regard this only than they will be able to work in effective way .Or make future goal
policies.
Strategic Planning: Make plan is not relevant, it is essential now o use strategic tools
while creating business pln. These strategies tools useful in analyzing condition as well as also
required for understand polices use by rival industries. Strategic planning help in gaining
competitive advantage for business.
Persuasion: These skills useful in attract customer towards organizations service or
product which they offer in market. As people in present time become more conscious and
intelligent regarding choosing organization, they even not loyal for partial business. Thus it is
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real compulsory for manager and leaders to have great skills of persuasion or convenience
customers so they can retain their potential clients for long time period.
Carnival Corporation‘s manager an leader. May have strong and best leadership skills, still they
need to get knowledge regarding new technologic as with after COVID -19, all the process of
suing equipment has been changed due to security purpose. They also use training session so that
they can get knew regarding hoe to use strategic planning tool for in life their workforce in
decision making process. They also apply this to take best and relevant decision which impact on
business in positive way. Because it is really required for them to increase their sales rate again.
They also learn how to convince public because at present time customers are not
interested in travel due to have issue of pandemic. Thus it become really hard for Carnival
Corporation to convince public for provides them traveling service. Leader requires to learn o
adopt persuasion skills only then their market growth rate increase (Lozan, Ceulemans and
Seatter, 2015).
TASK4
P7 Explanation of different service industry organisations change management systems and
leadership in implementing change
Management department play vital role in attain business objects. They act as backbone
for every organization. In every organization management is liable to make polices regarding
time period. Change is essential and universal fact. Not every policy or theory applicable for
relevant time period and change affects operating style of business. Especially in service sector,
as this is totally depend on their customer. They need to make change polices. Change
management is a process which help in creating, processing and managing change policies in
effect manner. It is really hard for manager to convince their employee to adopt changing
policies or matching tools they use since many years.
There are different types of service sector which includes, banking, travelling, hospitality,
food . All are play essential part in economy following are the comparison
Hospitality sector Tourism sector
In context with hospitality it consider business
which depend on the relation between guest
and hosts. In this industry organizations
This sector consider itself as industry or a
concept. In sense of as concept tourism may
include person travel their desirables
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provides best kind of food service to their
guest which they use to fulfil their food needs.
destination and in context with industry it
consider as particular service sector in which
organization provides facility for their
customers to travel to the world , staying
outside the casual environment and proved
them various facilities.
Restaurants, cafes, hotels, breakfast
restaurants, clubs all are included in this sector
of service.
It includes, providing cruise facility, tourism
organizations, air plan service, amusement
parks,
Hospitality is as compare to tourism is much
bigger area as at every place food is the one
and essential desire of person.
Tourism sector has limited are even though at
present time it become most profitable sector.
In this customers get attract by quality of food
proved and offer to guest.
Tourist get attract towards the offer of
travailing cities they proved within budget
amount.
Change management is play vital role in both type of service sector. In case of hospitality
sector due to the impact of COVID – 19 organizations which is connect or run their business in
hospitality sector need to change their menu as they use to adopt those ingredients and food
menu dishes which healthy and beneficial for their customers. As well as they need to focus on
their safety measure. Theses are useful in attaining and setting new objective and criteria over the
whole hospitality sector.
On the their side in tourism sector change management is useful as customers preference
has been change thus industries or organization change in their events or offer
As many issue aeries when organization take decision in altering business policies.
Workforce not able to accept this change sometime.Or it may be reason of future failure.
However it is essential to apply or update with change policies. Without that organization will
not be able to maintain their position for long period. Carnival Corporation provides travelling
facilities through luxurious cruise to their guest. But it is also difficult for them to accept change
policies even though this organization is one of the most famous multinational corporations in
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world. Management department of carnival Corporation apply change management policies an d
follow structure to understand favourable outcome of applying changing policies.
Leadership style is also directly influence by changing management as it is not easy for
nay leader to apply or change their leadership style or develop skills required to run business
according to the whole structure of working and providing service is completely change thus
leaders & managers of changing world scenario. It requires time and effort to understand
situation and learn skills or new capabilities. After COVID – 19 all the plans is base on
providing faculties as well as security of heath of employee as well as passengers of this
organization. The company may suffer from loss in starting time of pandemic but now they come
back on their success track again by adopting change management policies.
CONCLUSION
From the above analysis it has been identified that management as well as leadership both
are relevant terms for associations especially when individuals deals in service sector. There will
be various theories and models which used by manager for making rules and policies through
which they can effectively done various functions of management in order to achieve their
futuristic goals. Success of an organization is a combination of effective leadership as well as
manager styles. Effective leader style is also directly impact on the business leader play a vital
role in success by providing guideline solve issues and effective communication in able to make
great understanding in coordination among workforce of the organization. Business is directly
influenced by their internal as well as external factors as both help in positive and negative
impact on organization. Managers and leaders by using their soft as well as hard skill can able to
achieve goals all the therefore required persuasion understanding of technology as well as
operating of equipment skills so they can maintain strong position in future. Hospitality sector
also effect from Change management leaders by adopting effective management Change
management system can able to solve issues in order to achieve their long-term goals.
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REFERENCES
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Vittikh, V. A., 2016. Evergetics: science of intersubjective management processes in everyday
life. International Journal of Management Concepts and Philosophy, 9(2), pp.63-72.
Lee, D., Choi, Y., Youn, S. and Chun, J.U., 2017. Ethical leadership and employee moral voice:
The mediating role of moral efficacy and the moderating role of leader–follower value
congruence. Journal of Business Ethics, 141(1), pp.47-57.
Qu, R., Janssen, O. and Shi, K., 2015. Transformational leadership and follower creativity: The
mediating role of follower relational identification and the moderating role of leader
creativity expectations. The Leadership Quarterly, 26(2), pp.286-299.
Lai, Y. L., Lin, F .J. and Lin, Y .H., 2015. Factors affecting firm's R&D investment
decisions. Journal of Business Research, 68(4), pp.840-844.
Mihova, T., Nikolova-Alexieva, V. and Angelova, M., 2018, June. Factors affecting business
process management in the Bulgarian enterprises to achieve sustainable development.
In 2018 International Conference on High Technology for Sustainable Development
(HiTech) (pp. 1-5). IEEE.
Ellis, P. and Abbott, J., 2015. Exploring the differences between leaders and managers. journal
of renal nursing, 7(2), pp.96-97.
Bayoh, A.V., 2020. Christian Leaders as Managers: Facilitating Extraordinary Outcomes
Through Stewardship. In Modern Metaphors of Christian Leadership (pp. 79-94).
Palgrave Macmillan, Cham.
Lozano, R., Ceulemans, K. and Seatter, C. S., 2015. Teaching organisational change
management for sustainability: designing and delivering a course at the University of
Leeds to better prepare future sustainability change agents. Journal of Cleaner
Production, 106, pp.205-215.
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