Leadership and Management for Service Industries

This document discusses the different classical management theories in the service industry, the role of leaders and different leadership styles in Marriott Hotel, and the internal and external factors influencing management styles and structures of Marriott Hotel.

Leadership and Management
for Service Industries
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Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
P1. Classical management theories in service industry context .................................................3
P2. Role of leader and different leadership styles in Marriott Hotel ..........................................4
P3. Reviewing management and leadership styles for Hotel Marriott .......................................6
P4. Internal and external factors influencing management styles and structures of Marriott
Hotel ............................................................................................................................................7
P5. Current management and leadership hard and soft skills for Marriott International.............9
P6. Future management and leadership skills ...........................................................................10
P7. Comparing and contrasting different services industry organizations change management
systems and leadership in implementing change ......................................................................12
CONCLUSION .............................................................................................................................12
REFERENCES..............................................................................................................................14
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INTRODUCTION
Leadership is defined as the ability of an individual or a group of individuals to influence
and guide followers or other members of an organization (Malinga and et.al., 2019). Marriott
International is an American multinational diversified hospitality company which serves the
customers by providing services and products and other facilities.
The report will analyse the different classical management theories of management in
service industry will serve the purpose of how management styles are taken in accordance with
organization. Role of leader and different leadership styles for Marriott International will be
analysed. Review will be done for management and leadership styles in service sector. Also, how
internal and external factors influences management styles and structures at Marriott
International will be assessing strengths and weaknesses. Current management and leadership
hard and soft skills will be explained in reference to Marriott International. Future management
and leadership skills will be elaborated on the basis that leaders should acquire those skills in the
future effectively. Comparison and contrasting change management system long with its critical
analysis of leadership and management skills will be explained.
MAIN BODY
P1. Classical management theories in service industry context
There are three types of classical management theories described in reference to Hotel
Marriott International are as follows -
Max Weber Bureaucracy Theory — Weber made a distinction between authority and power.
The theory constitutes different features which are -
Division of labour — The division of labour in Hotel Marriott is done in such a way that each
individual is allotted to perform the right work. This increases the performance and enhances the
efficiency of employees (Beetham, 2018).
Formal Hierarchical Structure — Formal Hierarchical structure is followed by Hotel Marriott
which ensures that employees and individuals are following proper hierarchy.
Management by Rules — Hotel Marriott's management is framed for employees that makes sure
employees and individuals follow management rules. Official rules are governed continuously
through the administrative process under management.
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Written documents — The organization keeps written documents which helps in maintaining
official records. Written documents aids in holding the important documents.
Interpersonal relations — Hotel Marriott also maintains interpersonal relations for enhancing
communication through maintaining those relations effectively and efficiently.
Henri Fayol's Theory of Management — There are 14 principles of management proposed by
Henri Fayol - Division of Work — Division of work between employees in Hotel Marriott is done to
increase efficiency, productivity and accuracy (Ramakrishna, 2019). Equity — Employees of the organization are treated equally and respectfully. Discipline — While the organization maintains discipline, it makes management job easy
and progress is achieved. Initiative — Hotel Marriott encourages and supports the employees to take initiative. Authority and Responsibility — It is the duty of organization that employees deliver
work responsibly. Esprit de Corpse — Employees should develop trust and mutual understanding to
maintain cordial relationships with other employees. Subordination of Individual Interest — The organization respects chain of command
over personal interest. Stability — Marriott also offers job security to other employees. Remuneration — Marriott provides motivating factors for the employees efforts being
put. Unity of Direction — Company follows unified goals and motives for personnel
working. Centralization — Organization balances between hierarchy and division of power. Scalar Chain — Hierarchy steps in the organization is from lowest to highest. Unity of Command — When there is one or more boss in the organization, then
confusion and conflicts arise.
 Order — Marriott has positive atmosphere at workplace which boosts productivity of
employees and enhances their performance overall.
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Thus, these two theories helps Hotel Marriott analyse position of organization on basis of
employees performance and company's growth. Management theories assists Marriott
International's functions and management structure. Also, how employees performance is
increased by delivering their best of performance along with achieving goals and objectives for
organization. Therefore, Max Weber's theory and Fayol's 14 principles attribute to company's
management process.
P2. Role of leader and different leadership styles in Marriott Hotel
Leadership is defined as the art of motivating individuals to act towards achieving a
common goal and objective effectively and efficiently. In this,
Role of leader is defined as - Provides a vision — Leader in Marriott organization provides a vision to achieve
organization goal and accomplish them positively (Arif and et.al., 2017). Establishes organizational structure and communication — Leader of organization
establishes efficient organizational structure and proper follow up on communication
process. Inspires and Motivates — Leader of the company inspires and motivates the employees
to work effectively towards achievement of goals. Delegates and Empower — Leader delegates work and empower the employees to
deliver their performance effectively and efficiently. Time Management — Effective leader focuses on effective time management. Leader of
Marriott organization follows time and manages time accordingly.
Leadership Styles -
Democratic Leadership — Democratic Leadership style is one of the most effective leadership
styles because it allows lower level employees of organization to exercise authority. The leaders
of the team includes team members in decision-making process. This enables the active
engagement of employees of team to take part (Gandolfi and et.al., 2018). Employees decisions
are considered important and democratic leaders encourage creativity and individuals are
therefore engaged in work and decisions. This as a result, induces team members productivity
and high job satisfaction. Also, this leadership style emphasis on equality in the workplace. Free
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flow of opinion functions in the organization with a view that leaders and team members
discusses the critical and important issues with each other. This leadership style also promotes
empowerment of individuals and leaders both.
Autocratic Leadership — In this leadership style, autocratic leaders dominate the team members
and employees of the organization to do certain work without considering the view and opinions
of team members. This style in an organization limits the creativity of team leaders and pauses
the individual's to try new things (Fiaz and et.al., 2017). Team members/Individuals/Employees
feel ignored and unheard for their opinions which lessens the level of employee engagement. In
this process, leader provides a clear instruction of what, how and when the work is to be done.
Independent decisions are taken by authoritarian leaders. Autocratic leaders are authoritative as
leader in this leadership style places decisions on team members.
Therefore, Hotel Marriott should follow democratic leadership style as it enables more
creativity and productivity of employees which will enable the organization know the core
values and capacities of employees of Marriott organization. Employees when follow this
leadership style will also focus on serving the customers the best facilities available in
hospitality industry. Democratic leadership style is the best leadership style which is suitable for
Marriott as it will help organization acknowledge best of its employees. Along with this,
employees of the organization will achieve high job satisfaction.
P3. Reviewing management and leadership styles for Hotel Marriott
Marriott International follows coaching and affiliative style of management in their
organization which enables its employees to work in teams as their activities are monitored, and
they are guided by their managers (Terziev and et.al., 2017). Furthermore, the use of these two
types of management styles aids to reduce conflicts among team members that ensures smooth
flow of operations which helps in delivering customers satisfaction. Team building and team
working is highly appreciated and encouraged at Marriott Hotels. Team building and culturally
diverse employees are considered important within the organization.
Although, Marriott Hotel follows Autocratic leadership style which manages
culturally diverse individuals at all levels of its Hotel location. As Marriott Hotel is a service
organization, therefore its monitors and navigates the performance of its employees and team
members through various methods of evaluation. This process ensures that the employees of the
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organization are delivering best of their performance to satisfy customers. Marriott Hotel is good
at team building where there is culturally diverse workforce. The global managers at Marriott
Hotels are responsible for planning regional enlargement and hotel management, coordinating,
controlling and monitoring activities, staffing right people at right job role, organizing routine
activities and many other activities.
Marriott Hotels considers that employee welfare is one of the most important factors to
motivate them as it develops a sense of belongingness in employees towards organization and
also enhances job satisfaction levels. Marriott International offers many benefits to its employees
and teams on their super performances. The Marriott Hotel believes in practising the cross
cultural business ethics to ensure its successful operations globally. The service policies and
practices Marriott Hotel reflects that they give first priority to its guests or customers. Marriott
Hotel regularly monitors all these services space so that they do not delay behind in any facet in
delivering superior quality hotels services. Along with this, Marriott International must ensure
that they maintain cordial relationships with customers or guests. And also because Marriott
Hotel is a service industry therefore it should take care of their guests so that effective
management is processed throughout the organization.
The management culture is environment friendly that enables employees to work
collectively. Their autocratic leadership style works positively for the organization along with
the management patterns which have been successful in framing the service policies, riles and
procedures. Marriott Hotels is aligned with the goals of the company which acknowledges the
fact that management and its processes are effectively and efficiently been applied in the
organization and the employees follow the rules and regulations of company properly. The
leadership style which the organization follows also manages the diverse culture. Therefore,
management and leadership style of Marriott Hotel places important aspect in the hospitality
industry significantly and skilfully.
P4. Internal and external factors influencing management styles and structures of Marriott Hotel
Internal factors influencing management styles and structures of Marriott Hotel are as follows -
Strategic Talent Management — Strategic talent management is defined as the activities and
processes that involve systematic identification of key positions which contribute to
organization's sustainable competitive advantage, the development of high pool of high potential
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individuals who are managed on the basis of their cap[abilities and skills (Amara and et.al.,
2017).
Strengths -
 Timely availability of resources at Marriott Hotels
 It improves productivity and employee engagement at organization.
 Allows multi — tasking through job rotation of employees at company.
 Enables succession planning management in the entity. Enhances strategic hiring process with employees.
Weakness -
 Expensive in terms of time, financial costs and resources of the organization.
 Lack of support from line managers of Marriott Hotel.
 Major drawback of the organization is that it raises conflicts between HR and
management. Leadership limitations is sometimes there in the organization.
Change Management — Change management is defined as changes which takes place in
internal management process of Marriott Hotel. Change takes place on various levels and in
every aspect in procedures of organization. This impacts management in both positive and
negative manner.
Strengths -
 Organizational restructuring in Marriott Hotel is the biggest strength seen through change
management.
 Digital transformation changes the ways of work in the organization. Strategic advantages achieved in the process.
Weakness -
 Lack of executive support in change management.
 Difficulties to employees not accepting change suddenly.
 Dealing with issues in working with other employees of organization.
External factors influencing management styles and structures of Marriott International are as
follows -
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Political Factors — Political Factors affect and influence the management structure of Marriott
Hotel (Adeleke and et.al., 2019).
Strengths -
 Marriott can gain political support from the parties. As this positively impacts the
hospitality industry and benefits the organization. Tax reduction is one such benefit which is achieved through positive political influence.
Weakness -
 Danger of terrorism can directly impact negatively to Marriott International.
 Military conflicts between countries influences the Marriott Hotel. Terrorist attacks will also decrease the basis of air travel to Marriott Hotel.
Economic Factors — Economic factors affect and influence the management structure of
Marriott Hotel.
Strengths -
 Due to decrease in price of raw material it will have positive impact on Marriott
International.
 Profits will increase of Marriott International as more customers will engage in tourism
and hospitality industry. Economic growth rate is increased in this hospitality industry such as Marriott
International. This increased the perspective of travelling more to such Hotels.
Weakness -
 Marriott International is slowing the economic growth in China and the ongoing
economic turmoil in Europe.
 Long Term economic threat to Marriott International is growing income equality and
stagnation of middle class incomes to employees.
P5. Current management and leadership hard and soft skills for Marriott International
Hard skills in Leadership for Marriott International -
Marketing Skills — Leader of team within Marriott International ensures that marketing and
promotion of the Hotel is being done effectively and efficiently (Bates and et.al., 2018). This
also enables the leaders and team members their marketing skills which are utmost importance.
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Also, Marriott International has made its marketing skills on point which contributes the efforts
of leaders and team members working for the desired goal to be effective and efficient.
Financial Modelling — Leaders acquiring this hard skill helps in developing the financial model
along with the team work which has been progressing towards analysing the finances of Marriott
International. This secures the aspect that the finances of Marriott International are kept in proper
record and format which also enables the other functions to work in a structured way. It is very
necessary for the company to design a financial model to cover the loopholes.
IT Skills — Leaders imbibe effective and efficient IT skills along with team members
functioning to achieve the desired goals. This makes the processes fast and accurate. The
organization focuses on the IT Skills which are acquired by leaders and team members so that
they work upon the tasks and projects in appropriate manner. It is very essential for the
organization to imbibe the qualifications of being an IT expert professionally by being a leader.
Soft Skills in Leadership for Marriott International -
Communication — Leader imbibes this soft skill of communication for maintaining cordial
relationships in the organization (Baert and et.al., 2018). This makes the work easier and leads
the leaders and team members of the company to achieve the goals and objectives effectively and
efficiently. Communication in Marriott International is effective as it serves best in hospitality.
By serving best in hospitality, Marriott has achieved the scale of communication within the
organization.
Creativity — One of the most effective way in increasing the performance of employees is being
creative. Creativity is the soft skill which enables the Marriott International to prosper with the
performance within the organization. Leader followed the basis of creativity which leads to
increase in performance of employees/individuals/team members. This also enables the leaders
of the company to evaluate what is to be best achieved and gained in following the process of
creativity significantly.
Team work — Contributing to team work enhances the overall behaviour of the leader and the
team members. Working in team contributes to fair work and achievement of goals skilfully and
in proper manner. Team work enhances the performances and quality of work by increasing the
factors of quantity been delivered to the organization. Leaders ensure that teams are framed
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properly so that the work is been managed accordingly. Also, team members are highly
motivated.
P6. Future management and leadership skills
Future leadership skills are as follows -
 Leader will be able to follow the instincts which will enable the leader in progressing
positive work.
 Leaders in future will have more clarity towards what are the goals and objectives which
are to be achieved (Dzwigol and et.al., 2019).
 Immense learning ability will be achieved by the leaders who will work in the service
sector.
 Constructive depolarizing will refer to in bringing individuals from divergent cultures
towards constructive engagement.
 There will be more transparency and ability to open authentic information will be seen.
This will help the leaders in leading towards what is to be achieved.
 Smart mob organizing will nurture and engage with purposeful business and social
change which will be adopted by the service sectors.
 Emotional intelligence will be increased to ensure that leaders at the workplace will
understand their employees/team members and will help them in their conflicts and
clashes which may happen.
 To be confident is the most important skills to be acquired by leader in the future.
 Leaders in the future should be more visionary so that they are able to face nay
challenges and problems which may occur.
 Leaders should be courageous enough to adopt the changes which happens in the service
industry.
 Flexibility will be more attained by the leaders which will help them in addressing to
changes in positive manner.
 Leaders will need to understand the importance of being a tech — savvy which will help
them in acknowledging the future prospects of being skilful and significant.
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 By being collaborative, leaders will gain the quality of working in team. This effort of
leaders will lead them to be futuristic and will help them achieve goals and objectives
quickly.
 Leaders should be quick learners so that they process their work quickly and efficiently.
Leaders are the ones on which the team relies, therefore decisions should be taken
quickly so that they are able to further process the other functions of tasks and projects.
 Leaders in future should acquire the skill of being more authentic which will help them in
acknowledging the other aspects of work to become in proper way.
 Focus is the most important skill which should be adopted by leaders in the future.
Therefore, by adopting these leadership skills in the future, the leaders will be able to function
more properly and effectively in the organization. The leaders should also improve their old
processes of work and so that they reach a stage of adopting new skills in the future. Leaders
should enhance these skills for future so that they are able to analyse their capabilities and
capacities to which extent they can improve themselves and their work. Thus, these skills proves
effective in many ways effectively.
P7. Comparing and contrasting different services industry organizations change management
systems and leadership in implementing change
Comparison of change management system in Marriott International and Hilton Hotel is as
follows -
MARRIOTT INTERNATIONAL HILTON HOTEL
1. Marriott International is an American
multinational diversified hospitality company
which serves the customers by providing
services and products and other facilities
(Jayatilleke and et.al., 2018).
2. The change management system in
Marriott International concerns the aspect that
it concentrates on how the changes are to be
made.
3. Marriott International provides the services
1. Hilton Hotel is an American multinational
hospitality company which provides its
customers best of services and products.
2. The change management system focuses
on what changes have to be done in the
process of increasing the efficiency and
effectiveness.
3. Hilton Hotel also provides the best of
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which are in favour of consumers.
4. Marriott International is a luxury hotel
which provides advanced technology to the
customers.
services which are utilized by guests.
4. Hilton Hotel is considered one of the most
luxurious brand which provides customers
advanced technology in the hotel premises.
Contrasting change management system in Marriott International and Hilton Hotel is -
MARRIOTT INTERNATIONAL HILTON HOTEL
1. Marriott has neutral social sentiment while
assessing the social media channels (Hayes,
2018).
2. Employees at Marriott rate the experience as
minimal effective and efficient.
3. Perks and benefits provided to the
employees of the organization are more than
that provided at Hilton Hotels.
4. The leadership culture followed at Marriott
is autocratic leadership which should be
changed to Democratic Leadership style.
1. Hilton has positive social sentiment while
analysing social media channels (Iordanoglou,
2018).
2. Employees are Hilton rate the overall culture
and rate their customer experience highest.
3. The benefits and perks which are provided at
Hilton to employees are less than that provided
at Marriott International.
4. The leadership style followed by Hilton is
Transformational Leadership Style.
Critical analysis of leadership and management skills -
The leadership and management skills which a leader should imbibe for future course of
action is what makes a good leader (Karagianni and et.al., 2018). The leadership skills explained
above will help the leader to analyse the present performance and will also aid in explaining the
loopholes and positive factors through which leaders will be able to learn some core
competencies which will help in future perspectives to lead the team members in certain way.
Also, some core responsibilities of leaders will increase with time which will aid them in
assisting through the patterns which are followed by the organizations. Some core
responsibilities of leader is to frame the team members in such a way that the exponentially grow
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and enhance their capabilities and skills to serve organization better and in effective manner. In
the future, leaders will need to improve their old patterns of leadership and adopt new ways.
CONCLUSION
Thus, it is concluded from report that different classical management theories like Max
Weber theory of Management and Henri Fayol theory of management in service industry served
the purpose of how management styles were taken in accordance with organization. Role of
leader and different leadership styles for Marriott International was analysed by demonstrating
Democratic and Autocratic leadership styles. Review was done for management and leadership
styles in service sector which enabled in knowing the key importance of how these leadership
styles attribute to positive workplace environment. Also, how internal and external factors
influenced management styles and structures at Marriott International by assessing strengths and
weaknesses of each factor explained. Current management and leadership hard and soft skills
were explained in reference to Marriott International. Future management and leadership skills
were elaborated on the basis that leaders should acquire those skills in the future. Comparison
and contrasting change management system long with its critical analysis of leadership and
management skills were explained significantly and elaborately. Therefore, leadership and
management for service industry serves an important purpose.
REFERENCES
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Hayes, J., 2018. The theory and practice of change management. Palgrave.
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