Leadership and Management in Service Industries

LEADERSHIP AND MANAGEMENT FOR
SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
P1 Different classical management theories and its application in service sector industries......3
P2 The role of leader and different leadership style in service sector industry. .........................4
P3 Reviewing the management and leadership styles.................................................................5
LO2..................................................................................................................................................6
P4 Analysing the internal and external factors which influence the management style and
structure in organisation. .............................................................................................................6
LO3..................................................................................................................................................7
P5 Analysing current leadership and management skills "Hard and soft" skills in an
organisation. ................................................................................................................................7
P6 Future management and leadership skills required by the service sector organisation. ........8
LO4 .................................................................................................................................................9
P7 Comparison and contrasting of different service industry organisation.................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership is the art of encouraging and motivating the people for achieving the common
goal. Management is the set of principles which relates to the functions of planning,
organisation, directing and controlling the efforts of employees. Hilton hotel and resorts is a
brand which provides different types of services to the guest. It is one of the flagship brand of
American multinational hospitality organisation Hilton. The study will highlight different
classical theories and their application in different service sector. The report will highlight the
role of leader and types of leadership style which are used in service sector organisation.
Moreover the study will show the internal and external factors which influences management
styles. Further the report will shows the future management and leadership skills which are
required to be learned (Bande and et.al., 2016).
LO1
P1 Different classical management theories and its application in service sector industries.
There are various classical management theories for effective functioning of business
operations and are as follows-
Taylor's scientific management approach-
Scientific management theory- This theory uses data and measurements for making
organisations more effective. By analysing and evaluating the practices in quantitative terms
leaders are able to find out information and assist them in running business more profitability
and effectively. When this theory is applied in Hilton hotel they can very well manage the
effective employees as it gives detail information about their performance and asist them in
managing (Bande and et.al., 2016).
Bureaucratic management theory- Bureaucratic management theory stresses out high degree
of division of labour. It defines the proper rules and regulations clearly assign the role and duties
of employees in organisation. This theory can be helpful to Hilton Hotel as they want to manage
the talented workers in organisation, as by following this theory highly skilled employees can be
retain in organisation, thus increasing the productivity. Talented employees in the organisation
can be maintained by the use of bureaucratic management as this theory focus on making
practices through which the talents can be managed in organisation.

Human relations theory- By applying this theory in Hilton Hotel the management can become
more human oriented, encouraging the capacities of employees to act creatively and assist the
management for brining out the potential of employees. As by following human relation theory
talented workers can be managed by aligning the needs and requirements of employee with the
organisational needs and adopting different policies for mutual benefit (Basu and Bhola, 2016).
Contingency theory- According to this theory decisions are made on the bases of present
circumstances rather than following that practices which fits the all. Leaders take decision which
are best for the current situation. By applying this theory in the Hilton Hotel the productivity can
be increased as the decisions are taken which will best for organisation. For example when the
performance of the employee is not very good from past ten days, so immediate decision will be
taken by the management. Thu, by applying the contingency theory in Hilton Hotel effective
talent management can be done (Basu and Bhola, 2016). According to this theory organisation
analyse the situation of the employee and on the basis of that they try to solve their issues, Thus
assist in managing talent in Hilton Hotel.
P2 The role of leader and different leadership style in service sector industry.
` There are various roles which the leaders performs and are as follows-
Setting a clear vision- It is the main of the leader to set the clear vision of the organisation. A
good leader influence their employee to perform,s the duties by communicating the vision and
contribution of their role in the final outcome.
Motivating employees- It is the duty of the administrator to motivate the employees, this can be
done by fulfilling the needs of the employees. Various types of monetary and non monetary
rewards are provided by leaders of Hilton Hotel so that feel valued and performs well in their job
roles.
Acts as a friend, philosopher and guide- A good leader must have three traits in them, They
can be a friend to employee by sharing their feelings and emotions. Leader can be a philosopher
by utilizing their past experience and by guiding the employees when their is need (Behera,
2020). Leaders act as guide by communicating and supervising the plans of company to
employees. What are the polices and plans of Hilton Hotel all are explained by the leaders so that
they can understand and performers their job roles.
Types of leadership styles-