Leadership and Management for Service Industry

Leadership and
management for
Service Industry

Table of Contents
Introduction......................................................................................................................................1
LO1..................................................................................................................................................1
P1 Assess different classical management theories and apply these services in industry context
................................................................................................................................................1
P2 Explain the role of leader and different leadership styles in service industry...................2
P3 Review the management and leadership styles in Safestay London Elephant & Castle...4
LO2..................................................................................................................................................4
P4 investigate internal and external factors that influence management styles and structures in
Safestay London Elephant & Castle.......................................................................................4
LO3..................................................................................................................................................6
P5 Assess current management and leadership “hard” and “soft” skills providing evidence
from hospitality industry........................................................................................................6
P6 Discuss future management and leadership skills requires within service sector and how
these skills can be achieved....................................................................................................7
Conclusion.......................................................................................................................................8
Books and Journals.................................................................................................................9

Introduction
Leadership and management are the two essential component of each business and
especially in service industry. Management is terms used to describe the process of planning,
organising, controlling, decision making and motivating the physical, financial and human
resources of an organisation with the aim of achieving its objectives. It is the series of activities
executed with the aim of achieving organisational goals. Whereas leadership is defined as the
capabilities of an individual to drive the efforts of a workforce towards the common goals and
objectives (Sobri and et. al., 2019). These terms are sometimes interchangeably because of their
unique set of functions, skills and features. Safestay London Elephant & Castel Hotel is UK
based hospitality Service Company housed in 18th century Victorian redbrick building. The
below mentioned report is on the classical management theories and leadership styles, factors
that influence the management and leadership styles and assessment of current and future
management and leadership skills in services industry.
LO1
P1 Assess different classical management theories and apply these services in industry context
Classical management theory was is one of the significant view of the managing the
organisation which is based on the concept is that employees or workers only have economic and
physical needs. The theory evolved around 19th century at the time of industrial revolution and
due to the problem aroused in factory system, managers recognised the role of management or
scientific method to increase the productivity of the workers.
Classical management theories
Scientific management theory: Frederick W. Taylor also known as the father of management,
propounded this theory of management. Taylor suggested that there might be several ways to
process a task but selecting the best and appropriate way helps the employees to work in a
productive manner (Gunawan, Kusumaningrum and Sumarsono, 2019). Taylor suggest four
principles to make people understand how productivity can be increased through selecting a best
way to do work.
 Safestay London Elephant & Castle analyse the each portion of work and select the best
way perform it.
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 Employees are selected wisely and are provided necessary training to perform work in a
efficient manner.
 Managers at Elephant and Castle Hotel cooperate with the workers at each stage and,
 Divide the work as per the expertise, knowledge and experience of employees.
Bureaucratic Management: This theory was developed by Max Weber, a German sociologist
who suggest that organisation must have a hierarchy of positions, each one of the employee is
identified with their roles and responsibilities and who will report to whom. Rewards were also
give on the basis of favouritism and not as per the performance of worker, Weber brought
rationality in an organisation through division of labour and work (Davids and Waghid, 2019).
Safestay London Elephant & castle hotel have clearly defined hierarchy level which avoid
confusion at workplace and misuse of power and authority.
Administrative management theory: This theory was suggested by Henri Fayol (1841-1925)
who suggested that planning, organising, controlling, commanding and coordination should be
the main functions of the management. The aim of the theory is to organise the things in a
systematic manner, and with the application of this theory, Safestay London Elephant & Castle
hotel have a division of labour, defined roles and responsibilities and hierarchical structure in a
company.
P2 Explain the role of leader and different leadership styles in service industry
Leaders in any kind of business firm act as mentor or guide for the employees who assist
them at each stage of their task and clearly explain the roles and responsibilities of each
employee contributing towards creating a productive working culture.
Role of leaders in Safestay London Elephant & Castle
 Setting goals and objective: First and foremost role of the leaders is to create a short term
goals and objectives for the employees to achieve keeping in mind long term vision and
goals of the company (Rathmell, Brown and Kilburg, 2019). These set standards and
goals help the employees to work with zeal and energy.
 Organising: A good leader is well known by his good ability to organise workforce into
an effective team to make the best use of their capabilities. Leaders must assess the skills
and competencies of each employee and assign them work as per their field of expertise
and experience.
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