Leadership and Management for Service Industries Assignment

Leadership and
Management for
Service Industries

Table of Contents
Introduction........................................................................................................................2
LO1....................................................................................................................................3
P1: Application of the classical management theories in the service sectors...........3
P2: Leadership roles and style in the service sector..................................................4
P3: The management and leadership styles in ‘Crown Plaza Hotel and Resort’......6
M1: Relation between management and leadership styles and organisational
structure and culture in the service sectors...................................................................7
LO2....................................................................................................................................7
P4: Influence of the internal and external factors in the management styles and
structures of ‘Crown Plaza Hotel and Resort’............................................................7
M2: The internal and external factors influence the management styles and structures
in the ‘Crown Plaza Hotel and Resort’...........................................................................8
LO3....................................................................................................................................9
P5: ‘Hard’ and ‘Soft’ skills of current management and leadership process..............9
P6: Management and leadership skills that are required in the Future service sector
..................................................................................................................................10
M3: Crucial current and future management and leadership skills in the service
sectors..........................................................................................................................11
LO4..................................................................................................................................11
P7: Different service industry organisations’ change management systems and
implementation of leadership in that change...........................................................11
M4: Effects of the change management on the management and leadership skills and
styles............................................................................................................................13
Conclusion.......................................................................................................................15
Reference........................................................................................................................16

Introduction
Service sectors management is a difficult task as in these service employees and
customers have direct contact. So providing better service while showing the skills is a
great deal for the organisation. As day by day, new technologies and procedure are
introducing this is also changing the service sectors situation in the market. In this
discussion, we will see the application of the management theories in the service
sectors. Different management and leadership styles and structure of the organisation
and influence of different factors in those management and leadership style and
structure. Also, we will see the change management implementation in the service
sector (Nazarian and others, 2019). For this discussion the organisation we will portray
is ‘Crown Plaza Hotel and Resort’ which is a multinational hotel chain service do their
business in Europe, Asia, Africa and even in the United States. We will describe all the
situation based on this organisation context.

LO1
P1: Application of the classical management theories in the service
sectors
A great deal about the service industry is that they have provided service and comfort to
the customer and in returns they get profit. Management in this sector is very important
issues as they always try to provide the best service to their customers. Management is
the process of setting objectives and strategies for the organisation while they also
coordinate their employees’ effort for better output. An organisation function on the
basis of different theories and for management with the help of these theories they
ensure to create a better workplace. Some of those theories stated below
The Classical Management theory: Classical management theory was based on the
19th-century context which belief that workers work for their physical and economic
need. Because they have the strength and they need the money that’s why they seek
for work. The management process would divide into three categories with this classical
management theory context. The Top level with the owner and chairman body, Mid-
level with the intelligent workers and other managers and supervisor and the low level
with the physical workers. The whole classical management was about structural work,
where motivation was not an issue and workers’ strength was judges with their output
from the work. The leadership and decision making was centralised for the Top level
and organisation focused on profit maximisation only.
Henry Fayol’s Management Theory: Henry Fayol’s Management theories is the most
followed theory in the modern context. Henry Fayol’s management theory focuses on
the Broadway where they think about personal interaction. Henry Fayol’s stated 14
principles in his theory which focus on the product management stuff and strategies in
an organisation. As we are discussing the ‘Crown Plaza’ hotel chain in the UK they
also follow this theory in their organisation. They believe those principles and with the
five basic way that Fayol stated in his theory, they try to interact with personal for
product management. First Plan, according to Fayol’s theory management, first plan
about their work and schedule their future action with the plan. Then Organise,
management now gather their all kind of resource. Then Command here comes their
leadership part. Management board select leader for their planned project and leaders
command and guide their work for the project. Then Coordinate, this is a part where
management makes sure that all their workers from every level coordinate with each
other and do great work (Mahmood, Basharat and Bashir,2012). Last is Control, here
management compares their planned result with the outcome and tries to find a
loophole for the gap and follow the procedure again for the next project. This is how
Fayol’s theory is applied to the organisation.