Management & Leadership Styles in Service Industry

Leadership Management Service Industries and for INTRODUCTION .3 TASK 1.3 P1 Different classical management theories & apply these in a service Industry.3 P2 Role of the leader & various leadership styles5 P3 Management & leadership styles 6 TASK 2.7 P4 internal & external factors that influence management styles & structures .7 TASK 3.8 P5 Current management & leadership ‘hard’ and ‘soft’ skills .8 P6 Future management & leadership skills required 9 TASK 4

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1 Different classical management theories & apply these in a service Industry.....................................3
P2 Role of the leader & various leadership styles....................................................................................5
P3 Management & leadership styles........................................................................................................6
TASK 2.......................................................................................................................................................7
P4 internal & external factors that influence management styles & structures.......................................7
TASK 3.......................................................................................................................................................8
P5 Current management & leadership ‘hard’ and ‘soft’ skills.................................................................8
P6 Future management & leadership skills required................................................................................9
TASK 4.....................................................................................................................................................10
P7 Compare & contrast different service industry organizations change management systems &
leadership in implementing change........................................................................................................10
CONCLUSION.........................................................................................................................................12
REFERENCES..........................................................................................................................................13

INTRODUCTION
When the organisation need long term sustainability in the large marketplace becoming
significance concern for every industry so that they required to pay attention on leadership and
management so that all the operations can be effectively operated. Hospitality industry is the part
of service industry that work with the consideration of fulfilling the requirements of their guest
and customer so that they can generate higher profitability(Baradarani and Kilic, 2018). Manager
and leader of the company are concerned for managing leadership and management style so that
they can effectively manage the various task in order to establish good brand image in the
market. The fat duck is considered as a chosen organisation for this report and we'll discuss
leadership and management of their services. The restaurant is opened on 16 August 1995 and is
the fine dinning restaurant and operating their business with 42 employees. This report will
analyse the various classical theories and roles of leader according to their different leadership
styles. Moreover it will analyse different leadership and management style and also determine
the impact of internal external factor on management style of the company. Lastly, it will
evaluate the hard and soft skills which is required by the management and leadership styles.
TASK 1
P1 Different classical management theories & apply these in a service Industry
Various organisations are adopting classical management theory which is being started in 20 century
and this is useful in order to to cope up with various situation and also understand the impact of internal
and external environment so that they can sustain in the market for a long period of time. This theory help
in getting innovative idea which the organisation can get the positive outcome. There are various types of
classical management theories which is considered by the fat duck given below:
Theories Description
Scientific
Management
Theory
It is the theory which is proposed bye F.W. Taylor and it is concerned
about the operational practices statistical calculations and scientific ideas
which increases the overall efficiency of the business. It is the theory
which is mainly analyse in relation of management and operation and
also help in providing effective training session to the employees so that
they can perform better. It is the theory which help in maintaining the

discipline in order to to comply with the principles regulations and
effective work within the organisation. Scientific management theory
also so concerned with the business interest more than private and rest
that can leads to generate more revenue. The fat duck is applying this
theory in order to maintain the standard of the restaurant and the manager
can effectively execute various tasks such as effective hiring, selection,
maintenance and housekeeping etc. It is helpful in conducting the
effective hiring process which is beneficial for the skillful as the focuses
on Indians in the productivity and capability is of their employees.
Bureaucratic
Management
Theory
It is the theory which is developed by Max Weber which is focuses on
rational decision making that leads to achievement of their goals and
objective in an set time period. This theory has adopted the hierarchical
structure which helps in getting the satisfactory outcomes in the business
environment. It includes the one way communication in which leader and
manager allocate the duties and responsibilities to their employees to
complete them. This theory contains system and maintain all the
operations effectively. The fat duck is considering this theory so that they
can have satisfactory operations within the organisation by which we can
follow all the rules and regulations. It also helps in maintaining clear
outline for effective decision-making and consideration to breakdown of
work structure and also generate the idea for decision making of their
employees.
Behavioral
Management
Theory
It is the theory which is developed by Chester Barnhard in 1940s and this
is also called social science movement that is concerned with the
effective utilisation of 8 concept related to the workforce that was to be
interested for both the employees and the employer. The main
consideration is to understand the psychological and social aspect of their
employees so that they can move towards success. There is no specific
separation among the human being and the worker as they are working in
order to get effective results and the main motive of this theory is to

understand the idea which is being generated by the managers in order to
meet the various requirements of organisation. This theory is also
providing various viewpoint that can contain the learning venture.
P2 Role of the leader & various leadership styles
For every organisation, the leader and the manager wiII play significant role in various
leadership style so that they can move in the right direction and make a strategic actions for their
team members. Leader of an organisation is adopting specific leadership style so that they can
offer the best services in an organisation. The fat duck is hiring the potential leaders so that they
can choose specific leadership style and have significant role in the growth of the restaurant.
 Democratic Style - the leadership style which is being adopted by the most of the
organisation as it it includes the valuable suggestions and feedback of their employees in
order to make change in various operational activities and processes. This will help in
meeting changing demands of their potential customers. The fat duck is also consider this
type of leadership style so that they can effectively show their creativity and also
welcome the recommendations given by their employees.
 Laissez-faire style - it is the style which is depended on the working and experience of
their employees so that they can have proper work regulation within the workplace.
Laissez-faire style of leadership is mainly concerned with the team development so that
they can improve the capabilities of their employees(Lam 2020).
 Autocratic Style - it is the style which includes the effective planning, framing of
policies, procedures, rules and regulation that is directly impact on the overall business.
The leader who are adopted autocratic leadership style can take their decisions by their
own without any interference of the employees.
 Participative Style - what is the leadership style in which the leaders are more in in their
team and fully dedicated for their job role. The main consideration of this leadership style
is to increase the productivity and teamwork within the organisation by giving them
effective trading session so that they can improve their effectiveness. The fat duck use
this leadership style so that they been get effective engagement of their team.

It is analysed from the above discussion that participative and democratic style is being adopted
by the fat duck restaurant so that they can get the suggestions and feedback from their team members and
guide them in the right direction.
P3 Management & leadership styles
In every organisation, it is necessary to have the leadership and management style that is helpful
in maintaining the ongoing work of the organisation. The fat duck is used in the specific leadership and
management style so that they can operate their various operations in an effective manner. The different
types of leadership and management style that are being followed by the fat duck restaurant are explain as
follows:
Management Style
 Directive or Coercive Style - it is the management style which helps in controlling the
decision making processes of the company and having the specific characteristics specific
and strong control with the proper authority. It is considered as the autocratic
management style in which all the communication is flow from the top level management
to the lower level management in order to follow their actions.
 Persuasive style - it is the management style which is concerned with the formulation of
specific policies and procedures which are helpful in enhancing the level of employees.
So that they can easily accept all the the instruction and orders of their manager and
leader related to the specific task. The main drawback of this style is employee support
and their development. The fat duck ten adopt this management style by which they can
fully concentrate on their employees by offering various training in order to adopt
policies implemented by the top level management for their long-term sustainability.
Leadership Style
 Democratic style - It is the leadership style which is considered about the values within
the organisation. The leader can adopt the leadership style so that they can get the proper
involvement of their team members and also provide them effective guidance. The fat
duck can opt this leadership style by which they can maintain good relationship with the

team and take the valuable suggestions and pinions of their employees in decision
making.
 Participative style - according to this leadership style, the main concern of the leader is 2
to get the satisfactory teamwork so that they can boost the effectiveness of their
organisation. The fat duck considered the leader who can maintain this leadership style
by participating with the team and provide them full support and coordination.
TASK 2
P4 internal & external factors that influence management styles & structures
It is necessary for organisation to evaluate the impact of internal and external
environment so that they can accomplish the higher market share and growth rate. There are
various factor which is having great impact on management style and structure. The fat duck
analysis various internal and external factors which are explained as follows:
Internal Factors External Factors
Financial & Marketing Resources -
It is the internal factor of an organisation that
is having a direct impact on the management
style as well as the structure of the company.
The fat duck restaurant can effectively
maintain financial and marketing resources so
that they can balance the structure and
management of the restaurant. Financial
aspect includes the preparing of budget,
monitoring a specific budget control and
procure money from the various sources,
promotion, market campaign, advertisement
are considered in these factors.
These are the factors which includes the
various laws and legislation activities which is
being imposed by the government and the
organisation is liable to follow them. The fat
duck is operating their business with the
consideration of all the legal policies and
procedures so that they can maintain a
management style and structure in order to
safety and security can be implemented within
the organisation(Burke, 2018)
Plans & Policies - Technological Factors -

It is the internal factor which is implemented
by the the organisation so that all the plans
and policies can be created in the right
direction. The fat duck is forming the
effective plans and policies that is leading to
the growth of their team members and the
company.
It is the factor which is concerned with the
innovation and the technological advancement
in the organisation so that the factor can
effectively utilise the social media channels in
order to advertise their restaurant services by
which they can improve and enhance the
brand value as well as the structure and
management style of the restaurant.
Human resource -
Potential employees are the the main
consideration for every organisation so that
they can get the better outcomes in various
operations. The fat duck is focuses on hiring
talented employees so that they can be
dedicated towards their work.
Social Factors -
These are the factors which includes the cross
culture activities and the taste and preferences
of their target customers as well as their
income level & educational background. The
fat duck is paying attention on market
research so that they can modify some
changes as per the need of their structure.
TASK 3
P5 Current management & leadership ‘hard’ and ‘soft’ skills
There are different hard and soft skill which have taken world place in the leadership and
management. The fat duck is adopting the specific hard and soft skill so that they can run their
business in an effective manner and also improve the effectiveness of their service sector are
explained as follows:
Hard Skills
Hard skills required for technological and non technological aspect of the employee
performance which includes the proper training sessions and guidance.

 Computer Programming Skill - it is the skill which understand how to operate a
computer so that they can run their operations effectively. The fat duck is concerned
about the hard skills so that they can develop the team members in various fields like
online payment booking system etc.
 Proficiency in foreign language - it is the skill which is necessary for creating value in
the service sector. The fat duck is hiring the employees who is having knowledge of
multiple languages in order to to improve customer relationship.
Soft Skills
These are the skills which improve the personality of the employees so that the fat duck
team members can improve their soft skills.
 Communication skills - What is the skill which is necessary for maintaining the healthy
relationship with the customers and the fat duck is concerned about this is skill so that
their team members can address the need of their customers and offer them the services
accordingly(Arasli and et. Al.,2017)
 Time Management Skills - what is the soft skill which is necessary to complete the task
within the time frame. The fat duck is training their employees so that they can uninstall
time management skills.
P6 Future management & leadership skills required
It is necessary to maintain the leadership and management skills so that they can meet the
future requirements of the business and some of them are explained as follows:
 Innovations - it is the aspect which help in sustaining in the market for a long period of
time. It is important for the organisation to enhance the innovation of their employees by
giving various training sessions and the fat that is more concerned about this skill to
maintain the leadership and management.

 Ethical practices - it is the skill which is necessary for every employee and natak is
organising various sessions in order to enhance the awareness regarding the ethical
consideration which help in regulating the ethical practices by their employees.
TASK 4
P7 Compare & contrast different service industry organizations change management systems &
leadership in implementing change
Comparing
Lewin change management model on Intercontinental Hotel & The Fat Duck
This is the model which is proposed by Kurt Lewin and helps in maintaining the change
within the organisation. It involves three steps which are are help in determining the change
management that is considered by the organisation. The various steps of this model on the basis
of the fat duck and intercontinental hotel are given below:
 Unfreezing - it is the first step in which the leader and the manager have to spread the
awareness about the change by which they can effectively understand the efficiency of
their employees related to the change. It is the initial state in which the employees are not
ready to leave their comfort zone and adopt the advanced technology. Intercontinental
hotel conduct specific training so that the manager evaluate the positive advantage of this
change. They are also constantly improving the capability is of their employees so that
they can adopt the change in comparison to the fat duck restaurant. Changing - it is the step which is helpful in improving and implementing the change so
that the employees can easily adopt the change. The fat duck is is focuses on strategic
planning so that they can gain attention of their team members. Effective communication
also helpful in adopting the change as this step is very and uncertain and create various
problems while adopting the change. But the fact is adopting the various strategy so that
where team members can show the interest in new technology. Intercontinental hotel is

concerned about the change and taking initiatives but the fat duck is providing extra
effort so that employees are are agreed to adopt the change. Refreezing - it is the last step which determine the successful implementation of change
within the employees. The fat duck team members accepting the change so that they can
actively participate in learning new technology. Intercontinental hotel needs to take some
extra effort so that they can adopt the strategy by which they can convince their
employees to accept the change.
Contrasting in term of Intercontinental Hotel & The Fat Duck
The Fat Duck restaurant is focuses on adopting the change and using the change
management model so that their team members can effectively participate in the change and
accept it. The new change which is being bring by the restaurant is to use the advanced software
so that they can improve their effectiveness. As earlier, all the employees are compatible with the
old software and they do not want to adopter new technology. Restaurants adopting change
management model by which we can improve the interest of their employees for adopting
change. Leaders and members is awaring their employees that how the software can contribute in
the success of their restaurant.
In relation to intercontinental hotel, it is the the luxury hotel in the London which is
bringing change so that they can improve their operation across the UK. Leader and managers of
the hotel trying to convince the employees but cannot influence effectively as less number of
employees are agree to accept the change as compared to the fat duck restaurant their employees
foxes on accepting the change management process so that they can contribute in enhancing the
profitability of the restaurant.

CONCLUSION
It is concluded from the above report that every organisation needs to have a effective
leadership and management style. This project identify the various types of leadership style
which is being chosen by the organisation and also that determine the impact of internal and
external factor that influence the management style and structure of the company. Moreover it
also explain about the management and leadership style for the growth of the company.

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