Leadership and Management For Service Industries

This report discusses different classical management theories and their application in the service industry. It also explores the role of leaders and different leadership styles in the service sector. The report reviews the management and leadership styles in Hotel Holiday Inn and investigates the internal and external factors that influence management styles and structures in a service industry organization.

Leadership and
Management For
Service Industries

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Assess different classical management theories and apply these in a service industry
context..........................................................................................................................................3
P2 Explain the role of the leader and different leadership styles in a service sector industry
context..........................................................................................................................................5
P3 Review the management and leadership styles in a specific service sector organization......6
TASK 2............................................................................................................................................6
P4 Investigate the internal and external factors that influence management styles and structures
in a selected service industry organisation...................................................................................6
TASK 3............................................................................................................................................8
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples..................................................................................................8
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved...................................................................................................................9
TASK 4..........................................................................................................................................10
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change.......................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership and management refer to the process of influencing the individuals to make
them work towards the direction shown by you for the attainment of the desired goals and
objectives. A leader is a person who sets the vision and mission for its organization. Whereas
management refers to planning, organizing, staffing, directing and controlling the activities or
operations in an organization. The functions of a manager is planning, organizing the resources,
staffing the people, giving directions to the people and controlling measures for bridging the
between the actual and standard objectives. Service industries are those which satisfies the needs
and wants of people through intangible products. Services can’t be see, touch or felt. They are
intangible products which gets perishable when the services get consumed by the customers. For
reference purpose this report has taken an example of a Hotel Holiday inn. Holiday inn is a
British multinational hotel chain which is at number one at hotel chain. The company have any
hotel and residential inn for accommodation (Aghashahi and et. al., 2013). The holiday inn
serves throughout the world.
This report discusses about the different classical management theories and applies these
in service industry content. The report also includes the different types of leadership style,
internal and external factors which influences the leadership style. Apart from this the report also
discusses about the comparison and contrast of different service industry organizations’ change
management system and leadership in implementing change.
TASK 1
P1 Assess different classical management theories and apply these in a service industry context
Management performs various functions which include planning, organizing, staffing,
directing and controlling. There are many theories; modern as well as classical theories which
state some principles about how management should be perform. The great contribution in
classical theories of management was given by F.W. Taylor who proposes scientific theory for
management. The various classical management theories are as follows:
Scientific management: This theory was proposed by F.W. Taylor. The principles of this theory
are as follows:
Science, Not rule of thumb: In this principle the use of scientific method has been put at focus.
The principle says that the organization should adopt the science or scientific technique behind
their operations or activities. The activities or operations should not be set on trial and error
method, which is said to be a costly affair. The scientific method helps the business in perform
their activities in much reasonable manner that they does not have to perform hit and trial
method. When the things are performed in a proper and reasonable way they might work
profitable for business (Birasnav, 2014).

Harmony, not Discord: The business should operate in harmony not in conflict. When all the
employees are happy and satisfy between them then the organization performance will be good.
But if the employees in the organization would keep on conflict between them then it might have
a very bad impact in organization performance.
Cooperation not individualism: The organization should work with the cooperation of
employees. They must consider their employees in their decision making process and consider as
an integral part in this. By taking employees in this process their motivation level gets increase
much and they feel valued.
Development of each and every person: The job roles or responsibility given to the employees
should be of interest of employee. When an employee perform the work of his forte he gives full
best to the organization.
F.W. Taylor gives the scientific administration that helps in breaking down the activity and
upgrading them with the goal that the destinations can be accomplished productively. For
augmenting execution different logical standards should be received which incorporates:
• undertakings must be planned experimentally
• skill of the representatives must be investigated experimentally and trainings should be given
so they can be made beneficial
• deductively planned occupations and laborers must be assembled with the goal that match
can be made among the two .
collaboration must be created among the workforce of industry and the board
Administrative theory: This hypothesis was instituted by Henry Fayol, who gave 14 significant
standards for supervisors to productive and adequately deals with the business. Significant rule
incorporates division of work, solidarity of order, scalar chain guideline, centralisation and
decentralization, compensation to representatives and so forth (Bonitto and Noriega, 2012). Such
standards can viably be polished and for all time actualized by the chiefs in each sort of
association and its administration
For the neighborliness business this hypothesis is significant as it depends on overseeing
individuals in the association structure various foundations and culture who have various styles
of working. With the help of logical arranging employments can be planned that characterizes
measure of work are performed at a normal rate advertisement huge time interims. Normalization
helps in encouraging the foundation of all the powerful guidelines in the assignments, material,
working society, quality measures and so on. This will empower the association of friendliness
industry to assign the work according to the ability of the representatives. It inspires them and
along these lines prompts improved and better administrations to client. While with the
assistance of hypothesis of managerial administration of the individuals of cordiality industry can

viably be overseen. They sway on the styles and structures of the board in chosen association
representatives will have comprehension of who will provide them order, what will be paid to
them, correspondence stream can be resolved and some more. It will make the working of
officials in the authoritative parameters easily inside the working environment as they will have
away from of different viewpoints (Chang, 2016).
P2 Explain the role of the leader and different leadership styles in a service sector industry
context
Different leaders follows different styles of leadership which they feel suits best to the
situation. There are various types of leadership styles, some are democratic, some are autocratic
and some are laissez-faire. In hotel industry, the leader or the manger exercise these leadership
styles to influence the employees to work into the direction or the path which unable the
organization in the attainment of desired goals. Styles of leadership can be utilized by pioneers in
the association according to the nature, styles and attributes of subordinates. Such attributes
mirrors the forces and conduct that are controlled by the pioneers. They can be totalitarian, just
and free enterprise which has impact on the subordinates working in the association.
· Laissez faire: In this type of leadership style the business or the manager delegates the
work to his team member. This type of style has been taken as an ideal one because in
this the employees feel very valued and motivated by the responsibility given to the
employees by their managers. Apart from this the work load of the managers also gets
reduced through this. When an employee is given a responsibility, the decision making
power related to the work goes to the hands of that particular employee which raises its
motivation and confidence level. As in the case with Hotel holiday inn. London, when a
manager delegates a responsibility to any staff, say the responsibility of decoration it
would rises the confidence of the employee and the burden of that manager would be get
minimized.
· Autocratic style: This is the style of administration propose that the pioneers have full
powers similarly as with it they doesn't ensnare other to partake in dynamic. In this
pioneers direct all the work and steps to the representatives with that they can play out
their work. Such style of authority is powerful if there should be an occurrence of
assorted variety among the representatives at the work environment as all the workers
will be requested and tended to and this will cause them to feel treated equivalent.
· Democratic style: This is the best style of authority that proposes that every single
representative is legitimate to give advices in the significant strategies and dynamic by
method for giving their proposals and exhortation to various issues looked by the
organization. Alongside the assistance of this of the pioneers make a sentiment of the

representatives of inspiration with which they can be urged and roused to be with them
for compelling time of future time.
Inside the limits of the cordiality division an enormous work power exist which is socially
assorted and for overseeing them "being there" style of initiative is pervasive in the
neighborliness business similarly as with this the pioneers can direct all the representatives each
time with which they can control them reliably, can concentrate on their issues and conditions at
work. Be that as it may, along these lines of authority at some point gives complexities, prompts
mediation in the work and assignments and so forth which demotivates the representatives (De
Leede and Heuver, 2016). For hotel holiday inn, Laizeer fair is an ideal leadership style to
exercise as it helps the employees also in developing a growth in them and taking
responsibilities.
P3 Review the management and leadership styles in a specific service sector organization
The management and the leadership style in Hotel Holiday Inn is democratic and Laizees
fair. The organization before taking any decision regarding operational activities, they consider
the opinions and ideas of their staff members as they are the one who directly faces or handles
the customers, they are the people who would better understand the needs and demand of the
customers and the way to handle them. Therefore the organization involves the ideas and
opinions which staff members up upon the table. Apart from this the manager also makes sure
that every employee or staff member should contributes into the decision making process and
should give its ideas and opinions to the managers. This type of leadership style is fair and also
the employees don’t feel motivated and they feel unvalued into the organization. When an
organization exercise autocratic leadership, the managers or the top level management people
make the decisions by themselves without taking any consult from employees. In this leadership
style the employees feels like a servant who needs to follow the decisions for their employees.
As in the case with Hotel Holiday Inn when the managers exercise autocratic leadership style,
the turnover ratio of the employees would get increased. The employees would be feeling very
much low and the will to work in hospitability industries get low. In autocratic leadership style
the managers makes the decision by himself without taking the issues of their employees. In this
style also the employees issues and problem does not take under account, they just get the work
which they have to perform anyhow (De Leede and Heuver, 2017)
The management style and leadership styles influence the type of structure and culture of the
organization. The leader set the management style that how he wants the organization structure is
like. If the leadership style is very authoritive then the management style would be very strict
and rigid, but if the leadership style id democrative then the leadership style will be very much
flexible and mobile.

TASK 2
P4 Investigate the internal and external factors that influence management styles and structures
in a selected service industry organisation
The internal and external factors in an organization can be analyze by performing the SWOT
and PEST analyses. The SWOT analysis helps the organization in evaluating the internal
strength, weakness, opportunities and threats of an organization. By knowing these factors the
organization would know about the strengths and opportunities which an organization can
explore more and also work upon their weakness and threats to minimize the risks. Pest analyses
is used to evaluate the external factors which helps the organization in making its future goals
and policies. These factors does affects the business activities and operations and also they
cannot get control by the organization itself.
For guaranteeing achievement of business it is significant for the association to assess the
effect of all the various types of inside and outer elements. It very well may be essentially done
by the association by directing the dissect of SWOT and PEST (Leroy, Palanski and Simons,
2012). The given assessments of interior components in holiday inn hotel that has certain effect
on the executives practice and work structure is are as per the following:
Diverse Human Resource:They comprehends their kin as most urgent part because of which
they centers upon consistent preparing and improvement of the laborers. Without thinking about
their jobs and positions. This empowers to decreasing the turnover pace of laborers in recent
years. Conveyance greatness administration has been presented by hotel Holiday inn with the
point of guaranteeing amazing conveyance of the administrations
Company Culture: The major emphasis of Hotel Holiday inn is to encourage the cultures of
people. The hotel does so by celebrating the festivals or cultures in the hotel premises. They
would decorate the hotel with the theme of that festival or culture which would impresses the
customers also. For they set a hotel theme in such a way that it related solely with the
celebrations.
These elements and components of inner condition influences the styles and methods for
controlling, coordinating in the administration and structure similarly as with the assistance of
structure certain assignments and duties are designated to the workers. In this manner on that
stage just different trainings are given to them. With the assistance of trainings, improvement ,
abilities and capacities of the officials are viably develop because of which their jobs and post
should be changed and style of playing out the work need to changed.
To assess the states of outside elements that has impacts on the administration structure of hotel
are given below:

· Political: Condition of political powers in United Kingdom is progressively steady because of
which hotel holiday inn doesn't have a straight impact. However, the activity of alliance had
certain effect on the assessment installments because of which the quantity of clients may lessen.
In light of this the administration style will get influenced as the representatives will have a lot of
weight and therefore they should be dealt with generously
Economic: The disposable income of the consumers is expected to increase due to which the
customers can afford the luxury price for the hotels of Holiday inn. Specially the demand of the
luxurious suits of the company (Pamfilie, Petcu and Draghici, 2012). This benefits the company
a lot as the customer or the people can easily afford the prices of hotels. Apart from this the hotel
establishes or expands itself at the countries the region which comes under developed or
developing countries, because the company know that only these regions can afford the prices of
these hotels.· Social: Social factor includes the taste and preferences, attitude , behavior of the people. As in
the case with hotel Holiday Inn the company has sets the hotel premises according to the trends
which are running into the market place. The company brings change after performing a research
about the taste and services which the customers want into a hotel, then the hotel makes the
change.
Technological: The necessity of development is must for the association likewise with expanded
advancement clients can without much of a stretch be pulled in. Minimal Bay café focuses upon ICT for
promoting and deals, utilization of web for empowering access to the clients and so forth. With the
expanding prerequisite of such level they have to present changes in their current arrangements which
will prompt changes in their administration style as they have to make their workers learns such new
innovation productively (Shattock, 2013).
The change in the leadership styles and the management styles is due to the b change in
contemporary business environment. These changes are both internal and external. The external
changes may include:
Needs of business: Due to increase in the changes and dynamic environment, the
companies needs to adopt the leadership and management style so that they can cope up with
these changing dynamics. It has become a need for the organizations now.
Some of the internal factors are as:
Human resource needs: Now the employees themselves consider the environment in
which they have the good culture and good environment. The employees themselves prefer the
culture which is understanding and where the communication is very open for all.

TASK 3
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples
Management skills: Different administration abilities should be received by the
administration of the association which encourages them in improving their tasks and in
exploiting. With the assistance of such abilities dynamism in the groups of the café, key attitude,
peace making should be viably be possible. The staff of the hotel need to have vital outlook and
different critical thinking aptitudes likewise with the assistance of this they can deal with the
issues in the hotel viably. It empowers them in detailing viable plans with the goal that the assets
can be utilized and dynamism can be overseen. With this the maintainability of the hotel can be
guaranteed for the long haul as such arrangements and techniques will empower them in
receiving different methodologies, for example, task direction, relationship direction and so forth
(Stacey, 2012).
Leadership skills: Different initiative aptitudes should be received by the Hotel Holiday
inn as pioneers have the ability of impacting the representatives who has been working for them.
They cause them to comprehend advantages of dispensing different duty of the workers.
Different styles can be embraced by them, for example, despotic, popularity based and so forth
alongside different hard and delicate abilities. By and by the abilities that are utilized by them
incorporates:
Soft skills: Soft abilities are connected with correspondence, collaboration, imaginative
reasoning, inspiration and so on are a piece of delicate abilities which are to be thought about by
the pioneers of the hotel Holiday inn. With the assistance of such aptitude they make their staff
mindful of different administrations that they offer to the clients so the clients can be served
well. Notwithstanding this it causes them, in settling different issues so looked by the workers
successfully.
Hard skills : Adoption of hard aptitudes prompts treating the representatives carefully with the
point of keeping up better culture at the working environment. This abilities is are received much
of the time, for example, legitimate dressing of the staff, respectful conduct with the clients and
so forth. It makes them able and equipped enough of managing obstruction. Although hard skills
does give or generates the result for an organization but the motivation level of the employees to
do work willingly gets decreased (Testa and Sipe, 2012).
P6 Discuss future management and leadership skills required by the service sector and how these
can be achieved
In an assistance industry both the administration and initiative abilities assumes urgent
job in dealing with the progressions and the decent variety in the workforce. Because of
changing innovation the prerequisite of the business likewise changes because of which they

need to adapt up to them viably. Additionally this prompts changes in the impression of the
clients because of which adjustment should be done in the current procedures and the styles that
are embraced by the organizations. This empowers the administration to make their workers
skilled to serve the clients. For this the pioneers and staff of Hotel holiday inn need to create
different abilities notwithstanding what hello have and that can be identified with dealing with
the dynamism in the work environment.
In future the prerequisite of the organizations will increment as the contenders reliably are
receiving new and refreshed innovation because of which their necessity likewise increment. The
Hotel Holiday inn need to sort out different preparing and improvement meetings for their
workers so they can be made knowledgeable with the innovation. Pioneers directly has been
utilizing delicate abilities which should be improved, for example, they have to learn different
investigation aptitudes with the assistance of which they can examinations the nature and the
prerequisite of the clients. The supervisors need to center after planning different procedures that
can make them proficient to adjust the changes (Thorpe, 2016).
Aside from this, different abilities should be distinguished that will be required by the workers
and that must be created by the chiefs and pioneers in their staff. For this they have to create
different arrangements that are great for them. The representatives need to embrace self appraisal
approach which will empower them in breaking down the adjustments in their abilities which
they need to improve. The administrators and pioneers of hotel holiday inn need consider the
way that intelligent methodology is better than the self intelligent methodology similarly as with
this the real investigation can be made. It will empower the association in exploiting from the
change similarly as with this they can fulfill the client. Likewise the intelligent methodology
empowers in making arrangements for the different profession improvement meetings for them
which can make them sufficiently serious.
The current and future leadership skills which are crucial for service sector are as follows:
Creation of vision: The leaders need to create a vision for their organization that where they
want to see themselves in the future. Creating a vision is very much necessary as it helps to set
the future course of actions for the Holiday Inn Hotels.
Motivation for the organization: The leader needs to have the skills for motivation. It is very
much mandatory as it helps the employees in generating the feeling of motivation in them. It is
the duty for the leader to motivates his employees so that they can contributes the best into
productivity.

TASK 4
P7 Compare and contrast different service industry organisations’ change management systems
and leadership in implementing change
The change the board procedure is a proceeds with step that adjust the supervisory crew
or the undertaking initiative style to addresses the issue of required administration style in the
work structure.
The change can be actualized into organization in three stage initially is getting ready for change,
besides dealing with the such change , in conclusion strengthening change in the administration
framework. The mange of hotel, the company did face a few issues while having changes in their
administration procedure and pioneer needs to adjusted his authority style with the goal that they
can utilize accessible asset (Uen and et. al., 2012). The hotel holiday inn follows level structure
which will change to follow appropriate progression structure though another eatery The hotel
have a top-level approve which take care of the considerable number of exercises in the
administration level and on the off chance that their administration is changed, at that point
organization follows where duties are conveyed to various director at different levels in the
group. There will be change in administration style if their administration framework is modified
by the proprietor. The pioneer needs to follow situational authority which causes them to
conquer the troublesome issues at the working environments. The hotel follows that framework
initiative which get change to possibility administration style which assists with dissolving
different things of issues and troublesome conditions. The administration framework is diverse
effect on the workplace if there is change in the work space. Also the hotel need to change their
method for playing out the assignment in the viable manners with the goal that benefits are not
lose all sense of direction in changing the procedure of the executives (Wang, Tsai and Tsai,
2014).
Change is the continuous process; the business environment needs to get change so that they can
cope up with the changing environment. Along with the business environment, the management
and leadership style of the managers and leaders also get change. The change brings in their
communication style, they become more open with the new and innovative ideas, and they open
their mind regarding the different culture and appreciate the changes. Apart from this the leaders
and manager become more knowledgeable about the leadership styles and tries different styles at
the different locations according to the situation demand.
CONCLUSION
From the report discuss above, the report mentioned about the leadership and management
styles. There are various types of leadership and management style which includes democratic,
autocratic and laizees fair. The report also talks about the style which the hotel exercises in its
operations which is laizees fair and democratic style. The report also has mentioned the pest
analysis and SWOT analysis which helps the organization in determine the factors that can affect

the activities of the organization. The report also has mentioned the soft and hard skills which are
used by the leader or a manager upon their employees to make them work.

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