Leadership and Management of Service Industry

LEADERSHIP AND
MANAGEMENT OF
SERVICE INDUSTRY

Table of Contents
Introduction......................................................................................................................................3
Task1................................................................................................................................................3
P1 Assess different classical management theories and apply these in a service industry
context ........................................................................................................................................3
P2 Explain the role of the leader and different leadership styles in a service sector industry
context.........................................................................................................................................4
P3 Review the management and leadership styles in a specific service sector organisation .....5
M1 Analyse management and leadership styles in a specific service sector organisation in
relation to organisational structure and culture ..........................................................................5
P4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organisation ................................................................5
D2 Critically analyse how specific management styles have been influenced and changed by
internal and external factors in a selected service industry organisation ...................................7
P5 Assess current management and leadership ‘hard and soft’ skills providing evidence from
a specific service sector as example ...........................................................................................7
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved .................................................................................................................8
M3 Evaluate current and future management and leadership skills that are crucial for the
service sector ..............................................................................................................................9
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change .....................................................................................9
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed...................................................................................................12
Conclusion.....................................................................................................................................12
REFERENCE ................................................................................................................................13

Introduction
Leadership in simple words can be referred as a potential influence and empowers a
group towards achievement of business goals. Management, on the other hand refers to those to
oversee the management of the entire company (Delanoy and Kasztelnik, 2020.). The managers
are expected to possess certain qualities of leaders that enable the company to get sustained
competitive advantage in long term.
Inter-Continental Resort (I.H.G), is one of the renowned company that is engaged in
hospitality sector throughout the world. In addition to this, they have involved around 35000
colleagues in more than 100 countries. This project covers wide aspects of Leadership in
management of the hotel and particularly includes classical management theories, factor
influencing different management styles and structure. In addition to this, it also includes current
and future management as well as leadership skills and demonstrates the same in the company's
context.
Task1
P1 Assess different classical management theories and apply these in a service industry context
Classical management Theories are theories that are tradition or long established theory.
Some of these theories are pre-existed in the Organization from the ancient times (Stanley,
2016). The manager in many of the companies emphasises on this theory in order to improve the
output in order to enhance the output and reward the high performing employees. For analyzing
which of these theories are most favourable for them in order to realize their business objectives
can be described in detailed below:
Scientific Theory: These theories are particularly earlier theories that are mainly more focussed
on the operation as well as creation of the output in order to improve the performance of their
business. This theory was developed by Frederick Taylor and he believed that provide
appropriate incentives to each of their talent will enhance their business performance. There has
been scientific theory that is used for the purpose of evaluating the framework for facts and
observations. The major aspect is based on observations and facts that are overreaching theories
that are related to evaluation.
Four principles of scientific theory:

 Use various scientific methods must be used for the purpose of determination and
standardizing the one best way of doing a particular job
 Clear division of all the responsibilities and tasks that has to be performed by employees
in intercontinental hotel
 Employees who are high performing in organisation must be rewarded with higher pay
 There is requirement to set hierarchy of authority and strict surveillance for employees.
Administrative Theory: This theory is one of the most famous theories which were introduced by
Henry Fayol, who is also regarded as the founder of management. This bifurcated his theories on
the basis of fourteen principles that are essential for the conduct of the business. This provides
detail guidelines to the managers. Administrative theory based on the principle of application o
theories that are division of work that has to be specialised, authority and discipline that is based
on directing and supervising employees in performing the assigned job roles.
Scientific Taylor principles:
Science not rule of thumb: This rule focuses on enhancing the organisation efficiency by
scientific analysis of.
 Harmony not discord: Taylor indicated that relationship between management and
workers must be harmony and completely cordial.
 Mental revolution: This technique involves shift in the management attitude that is both
must understand each other for cooperation and participation.
 Cooperation and not individualism: This principal is similar to harmony not discord and
is related with mutual collaboration between management and employees.
 Development of greatest efficiency: The overall effectiveness of the organisation
depends on the skills and abilities of employees. Instrumentation of technology and best
practices is important for recruiting employees.
Bureaucracy Theory: This theory was introduced as various complex industry are increasing
throughout the world giving rise to human interests. This was particular build to enhance the
involved of the employees as human behaviour and satisfying the interpersonal needs becomes a
central motive of the management. The management that focuses on this theory empowered
collaborative environment.