This report explores leadership and management styles in service industries, with a focus on Rosewood hotels. It covers classical management theories, leader roles and styles, internal and external factors, and future skill requirements.
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Leadership and Management for Service Industries
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Table of Contents Introduction......................................................................................................................................3 Main Body.......................................................................................................................................3 Classical management theories....................................................................................................3 Leaders roles and leadership styles..............................................................................................4 Management and leadership styles in Rosewood hotels..............................................................5 Internal and external factors of Rosewood hotel.........................................................................6 Hard and Soft skills of management and leadership...................................................................9 Future management and leadership skills required by Rosewood hotel......................................9 Conclusion.....................................................................................................................................10 References......................................................................................................................................11
Introduction It is important to have leadership and management style in an organisation to manage their workforce properly. Leadership is the skill which is consists of influencing a large group of individuals to achieve a common goal by their behaviour and personality(Andreasen and Gammelgaard, 2018). Whereas management is the skill where managers assign tasks and manage manpower of their organisation properly to achieve organisational goal on time. Rosewood London is a 5 star hotel located in Holborn, England, UK which is owned by Rosewood Hotel Group in the year 2013. The following report covers classical management theories,leader role and different leadership styles, leadership and management style, internal andexternalfactors,softandhard managementskillsinservicesectorandfutureskill requirements of mentioned hotel. Main Body Classical management theories Bureaucracy management theory- It defines the organisational rules, regulations, organisational relations, procedures and rigid hierarchy of authority. Few features of this theory are explained below in context of Rosewood hotel- Division of work- This feature is said that whole work of an organisation is divided into various specialised jobs which means finance specialist work only in finance department and marketing specialist work only in marketing department(Jiang and Wen, 2020). In context of Rosewood hotel, this division of work help them to work with efficient method and by utilizing full efforts of their employees by providing them job roles related to their specialization. Hierarchy-It is the way of positioning the job roles from top to bottom. It helps to identify that who will report to whom. In context of Rosewood hotel, their each department is assigned with a supervisor and supervisor also assign few group leaders withindepartmentswhowillmanage4-5peopleseparately.Hence,inthishotel Hierarchy system is followed. Scientific management theory-This theory suggest that there is only one right way for performing job within an organisation. This theory works as to improve the efficiency of each worker within an organisation(Nguyen and NGUYEN, 2020). This theory mainly focuses on
productivity rather than their workers. This theory suggests that productivity will be increased on when the efficiency of workers will increase. In Rosewood hotel, they focus on their productivity by increasing the booking acceptance from their clients request and by providing them best facilities but they did not put burden on their employees. Leaders roles and leadership styles Roles of a good leader in context of Rosewood hotel are explained below- Inspire and motivate employees- The main role of a leader is to motivate their workforce to perform well and influence them to complete the common goal on time for their own benefit. In Rosewood hotel their leaders motivate and influence their workers by telling them their importance and their work importance for organisational benefit as well as for their personal benefit. Representative of workforce- Leaders are the representative of their workforce in front of senior authority(Elfimova and Radishauskas, 2018). In Rosewood hotel, their junior workers are not allowed to directly contact to top most authority of hotel. Hence, they share their problems and issues with their leaders and in context leader is unable to solve the issue then leader pass this information to senior authority. This is how leaders act as common link between employees and management team. Improve the performance of workers- Leaders are assigned to check performance of workers on regular basis and find out what are the factors which act as obstacle for employees to perform well so that organisation will eliminate them. In Rosewood, every department and group is assigned a leader which handle minimum5-6 employees under them. Their main role is to focus on their performance and develop it by solving issues of performing well. Leadership styles are defined as different types of ways of performing leadership activities within an organisation and they have different importance in different organisation. Few leadership styles aredeterminedbelow- Autocratic leadership style-Here, all decisions related to business are taken by the leaders alone without involving their employees. Here, leaders alone take all necessary decisions without consulting to their employees and passes an order to follow the instructions made in new decision(Kallmuenzer, 2018). In context or Rosewood hotel, they only use this leadership style where they need to take quick decisions because in
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taking suggestions from employees and studying their suggestions and apply them in decision making process will consume lot of time. Hence, Rosewood only opt this leadership style where quick decision making is compulsory to take. Democratic leadership style- This leadership style states that leaders and workers work together to take decisions. Here, leaders allow workers participation in decision making process by taking their suggestions and whose suggestion best suits to solve the issue will be opted. Rosewood hotel use this leadership style because this leadership style improves the relationship of management team and employees in their organisation and secondly participation of employees in decision making process help the company to have more options of suggestions to solve a issue which means organisation can opt any method which suits the best for their benefit. This leadership style also acts as motivation for employees. Laissez- faire leadership style- Here, leaders allow their workers to take decision based on their skills and knowledge.Here, leaders allow their workers to take decision among them self(Dogru, Mody and Leonardi, 2018). This leadership style is not followed by Rosewoodbecauseleaderguidanceiscompulsoryforanyactivityintheirhotel. Secondly, workers did not have the managerial skills or decision making skills which cause them to take those decisions only which is benefited for them and not for organisation. Management and leadership styles in Rosewood hotels It is considered that some of the leadership and management styles are essential to follow within an organisation and especially in service sector organisations. Few management and leadership styles and their importance in Rosewood hotel are discussed below- Authoritative style- In this style managers and leaders strictly made some rules and decisions which their employees have to follow and in case anyone do not comply then that employee will get punished and even fired out from the organisation. In context of Rosewood hotel, some departments like housekeeping department and those who directly contact to their clients have to follow strictly the rule to be polite and patient to customers. In case any worker found having rude behaviour with any client then that employee gets punishment. This is how authoritative style is used in mentioned hotel.
Persuasive style- In this style leaders and managers influence their employees that whatever they are taking decision is good for them and improves their performance (Mondoro, Frangopol and Liu, 2018). In context of Rosewood hotel, their leaders and managers conduct meetings on timely basis to influence them and to make them understand that why organisation choose the following decisions, what are the benefits of opting following decisions for organisation as well as for employees and many others. Here, managers clear the doubt of their employees. Consultative style-This is that style where managers and leaders take the suggestions and opinions of their employees before taking any decision but the final decision is taken by manager and leader only by considering all suggestions from employees and studying the pros and cons of every suggestion. In last the suggestion which best suits the situation will be opted and the employee who provide this suggestion which is opted get rewarded. Collaborative style- Here, managers and employees together conduct a meeting and have face to face interaction and they put their suggestions in the meetings whose suggestiongotmajorityacceptanceinthemeetingwillbeoptedbyorganisation (Poddubnaya, 2019). In Rosewood hotel, they follow this style is deciding upon those decisions which totally related to employees benefit like deciding lunch time. Internal and external factors of Rosewood hotel Internal factor-SWOT analysis is used in indentifying the internal factors of Rosewood hotel and their impact upon management style and on organisation structure. Strength- Rosewood hotel London won the award of best hotel in the year 2018 which help them to get popularity and increase their reputation in hospitality industry. This impact positively upon management style as they get to know that how their employees perform well. They follow the same management style which is followed for achieve this award. They use central reservation system which means they can easily connect to other branches and get to know their customers are arriving in which branch and for how many days. This helps them to identify their customer loyalty and provide special treatment to their loyal clients. Weakness-
Rosewood has low brand awareness among luxury hotels in the world. Their most the customers did not know that they fall under luxury hotels of world. Management style gets affected by this because it impacts upon customer experience. Hence, here managers try to get spread more awareness about their hotels name and facilities to get it popular. They are not paying much attention to their advertising. Without advertising they cannot influence to their customers to use their facilities in their weekend days. Hence, due to this their manager and leaders must opt some good promotional strategies to spread their brand awareness as much as possible. Opportunity- Having partnership with other famous and luxury hotel will help Rosewood to expand their business more. Starting a franchising system is also a good opportunity for any company(Line and et. al., 2020). Rosewood can influence other country’s resorts and hotels to take their franchisee. This will help the company to have more popularity without losing the control over their business. In this case manager can identify some location where luxury hotels are less and influence some hotels to take their franchisee and convey them the benefits too. Threats- Rosewood rarely advertises their brand to general public. Hence, now they are suffering that their most of the customers even don’t know that they are luxury hotel and the customers switch to other brand. The biggest threat of any company is from their competitors(Gerdt, Wagner and Schewe, 2019). Same happen to Rosewood, they have some competitors like premier inn, Goring hotel and many others which have strong management and strategic power to attract more customers. External factor- PESTEL analysis is used to determine external factor of any business and their impact upon company. PESTEL analysis of Rosewood is explained below- Political factor-This factor includes tax rates, trade restrictions, trade restrictions and many more. In context of UK, they have no trade restrictions for the companies based in UK. Hence, Rosewood can trade their services in other countries also. On the other hand, they are
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having a high tax rate which is 19 % and due to this their overall retained earnings which they gain after paying all expenses bills and after paying taxes will be decline. Economical factor-This factor covers economical condition of a country that whether it is growing or not, their interest rates, employment rates and many others (Park and Min, 2020). In UK, they have growth rate and a good infrastructural condition in their country. Their employment rates are also high. Hence, this factor is favourable for Rosewood hotel to hire skilled employees and to business in developed economical condition. Social factor-Here, populations believe, shared values, purchasing power, religion and many other factors are taken under consideration. UK people are supposed to live qualitative life where they are ready to pay little high prices for qualitative products to develop their standard of living. Hence, this is beneficial for Rosewood hotel to increase their prices for serving better quality then before. Whereas, UK is the country of having strikes like discrimination on religions, skin colours and many other reasons for strikes. During these strikes, Rosewood has to close their bookings due to the legal law. Technological factor-This factor includes technological condition of a country that whether the country is having advanced and modern technology or not (Rather and Hollebeek, 2019). In context of UK, they are having good technology which helps their country to grow well in all sectors. Their advance and modern technology is helpful for Rosewood Hotel because they can adopt new machines and tools which will reduce the time of their employee’s work and many better ways to complete the task. Hence, Rosewood hotel is beneficial from this factor of external analysis. Environmental factor-It include all natural factors like climate, whether, temperature and many other factors. In context of UK, their tourism rate is high because of their good condition of whether and climate and this is beneficial for Rosewood hotel because more tourism use hotels to stay. Hence Rosewood may promote properly to grab the attraction of arrival tourists at their destination. Therefore, this factor is favourable for Rosewood hotel to conduct their business. In fact environmental factor is considered as most important factor for hospitality industry because their guest arrives at destinations for enjoying the environment only. Legal factor-This factor considers all legal laws of a country(Shum, Gatling and Shoemaker, 2018). In UK, their many hospitality laws are made for the safety of their guests and to protect the right of workers working in their hotels. Their one law states that every hotel must
have that furniture which never catches fire and every hotel must have fire extinguisher at every floor to protect them from fire. Another hospitality law states that they must prepare and offer their food to clients which are prepared with hygiene. In case of unhygienic food found in any hotel will get punishment by their government. Hard and Soft skills of management and leadership Hard skills- These are the skills which can be defined and measured and easily achieve with correct qualification(Law, Chan and Wang, 2018). These skills have some rules and restrictions to follow strictly. Some hard skills in Rosewood are explained below- Food and beverage management- It is compulsory for hotel managers to manage their food items and beverages by keeping record of purchasing food items and how they are prepared at their kitchen. Commercial acumen- these skills include financial management and business planning. IT is compulsory of Rosewood to have skilled and loyal employees in their finance department who perform their work efficiently. Soft skills- These skills are similar to emotions. Here, interpersonal skills are required. Having experienced in this skill is much important. Some soft skills in Rosewood hotel are explained below- Team leadership- Rosewood have managers of every department which handle the working of their department properly. They are good leaders too because they influence their employees and work for the benefit of their employees by solving their issues. Problem solving- Rosewood have problems like clients complaints regarding their services, employees misunderstanding, conflicting and many more. All these issues are handled by them. Client’s complaints are solved by front desk office. Employee’s conflicts are solved by their leaders or managers. Future management and leadership skills required by Rosewood hotel Marketing skill- Rosewood is lacking behind in selecting which appropriate tool for their promotion. Hence, it is require learning marketing skills such as analysing customers need and wants, adopting promotional tool for brand awareness and etc. Hence, it is important them to develop their marketing skill so that they can easily focus on advertisement of their hotel. They can achieve this skill by analysing how their competitors work on their marketing skills and by
hiring a marketing specialist who help them to tell most benefited promotional tool for them for future growth. Internal analysis skill-It is important for a company toanalyse internal environment to identify how their workers work, their performance, relationship with others, organisational structure and etc(Remington and Kitterlin-Lynch, 2018). Rosewood hotel is required to develop thisskillbecausetheymorefocusontheirexternalenvironmentandignoresinternal environmentwhichimpactnegativeinmaintaininggoodrelationshipbetweendifferent departments. They can achieve this skill by experience and solving internal issues as soon as possible when they arrive. Conclusion It is concluded from the above information that leadership and management both are essential for a company to manage their manpower and their performance. There are different roles of a leader like influencing others, motivating and many others. There are different types of leadership styles which has their importance in different ways. Analysing internal and external business factors are important for company to grow well. Soft and hard skills, both are important for every organisation.
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