Leadership and Management for Service Industries

This report discusses the roles and theories of management and leadership in service industries, using Hilton Hotel as an example. It covers classical management theory, internal and external management structures and styles, and current and future management leadership skills. The report also highlights the importance of skilled leaders and managers in achieving better operations and performance in the market.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
Classical Management Theory....................................................................................................3
Roles and styles of leaders...........................................................................................................4
LO 2.................................................................................................................................................5
Internal and external management structures and styles.............................................................5
LO3..................................................................................................................................................7
Current and future management leadership skill.........................................................................7
LO4................................................................................................................................................10
Demonstration of management and leadership skill in service sector context..........................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
To have better operations and performance in the market it is very essential for the
organization to have skilled and knowledgeable leaders and managers in the company. This is
going to assist business to have better performance and operations in the market resulting in
higher profitable margins. There has to be a strong talent management in hospitality industry in
which the competition is rising rapidly. Hilton hotel which is based in Virginia, The United
States is having more than 6110 locations worldwide with a total of 169,000 employees in the
company. This report would discuss the roles and theories which are being applied by
organizations in the market for having an effective management and leadership in the
organization. Skills and change management in the organization which is going to make the
organization have better functioning.
LO 1
Classical Management Theory
Hilton makes sure that there is right administration in company so that there is effective
monitoring and controlling of activities which are taking place (Joshi, 2019). There are a lot of
classical management theories in the businesses like scientific management, administrative
management, etc which can be used so that there is a better guidance and sense of direction in
the organization. The further report would discuss on the following theories for having a better
functioning. Administrative management
This theory has been given by Henri Fayol in which he mentions that the managers are not
made, but are born to be managers according to him. There are certain patterns which have to be
understood by the managers so that the needs and wants of the organization can be fulfilled on
time. There is an operation which has to be handled by the administrative department which is in
charge of that pattern (Afsar and et al., 2017). This is a very basic management theory which can
be applied in big multinational companies for having a smooth and effective functioning. To
have a better performance over all the administration manages the different functions of the
company which is going to make the organization have better profits. Scientific Management

Managers or management must know how to take out the best from the employees so that
there is a higher level of efficiency in the market. There are skilled managers in Hilton which are
having a great control of the employees and maintaining the quality of services for the customers
as well. Employees are the backbone of the organization which is why this theory can be applied
through the managers of the organization so that there is a high competitive advantage for Hilton
in market. Managers must also provide the workforce with the right training of skills and
knowledge so that employees would be able to give in their best in Hilton and enhance their
experience in the market for future goals. Bureaucratic Management
The team bureaucratic was given by for the very first time was the father of modern
sociology which being Max Weber. There has to be a fair treatment in the organization by
allotting the tasks equally and have clarity in the operations which are taking place in the
organization so that the employees are satisfied (Azim and et al., 2019). The performance of the
employees will be evaluated in the organization and accordingly they will get what they deserve
be it promotions, or any achievement by the organization. Hilton is always providing the
customers with the best of functioning and motivation from time to time which gets better stands
in hospitality industry.
Roles and styles of leaders
There are a lot of duties which are being followed by the leaders of Hilton and that would
be discussed in the further report. Participative leadership style
The leaders must take part in all the activities which are taking place in the business which is
going to bring in a motivation for the other employees in the organization. Leaders are followed
by the employees of Hilton so that they can achieve the success as well. Progressive leadership style
There are a lot of challenges which come in front of a leader and the leader has to be
progressive to be able to understand them and make the employees work accordingly. There are
proper training and development which is provided by the leaders for the employees so that there
is an effective performance in Hilton.

Leaders have two major roles to play in the organization which being guiding the
employees from time to time who can help the organization achieve their goals and the other role
is to make them match the standards of the organization. The roles of the leader have to change
according to situations which are going to be discussed in further report.
 Problem Solving
There are problems which rise in any organization but the leaders have to make sure that the
working environment remains healthy for the employees to work in (Sankaran and Ahmed,
2017). There are significant changes which are taking place professionally and personally in the
market.
 Change management
Change is necessary in any organization but they have to be got in without affecting the
performance level of the business. Hilton leaders make sure that the technological changes are
coming in effectively in the company so that there is a better functioning.
 Strategy formation
Leaders have to get in different changes in different situations which requires the right
strategy so that there is going to be a better operations. There are a lot of strategies which are
present so that the targets can be achieved.
LO 2
Internal and external management structures and styles
There are a lot of opportunities which are present in hospitality industry which is why it
is very important for Hilton to analyse the internal and external factors to get a competitive
advantage. The further report would consist of the internal and external factors which are
affecting the brand value of Hilton and needs to be attended to so that there is a better
performance.
Internal Factors
To achieve the goals and objectives of organization there has to be a strong and improved
communication between the employees so that there is a smooth efficiency (Ghaedi, Ozturen and
Safshekan, 2020). To make the satisfaction level of the employees improve and make the
satisfaction level of the customers be better there is a better structure which can be given to
Hilton by using this factor.

 Financial Resources
To make any changes in the organization there is a requirement of funds, which makes the
tasks be implemented effectively in the market so that the objectives can be met. There is a lot of
opportunity with the organization in market so that the satisfaction level of the customers can be
improved. Organizational Structure
To have better results faster there has to be a good distribution which Hilton is having
effectively the market (Devece, Palacios and Ribeiro-Navarrete, 2019). The communication
makes the organization have better functioning and faster results in organization so that there are
better opportunities.
External Factors
These factors are not in control of organization but there has to be an effective functioning
for higher profits. There have to be improved plans by businesses in the market so that there is a
better capture of market share and external factors do not affect the productivity of the
organization. Political Factors
Hilton is facing trade deficit because of Brexit which made the organization gain a loss on a
lot of profitable factors. There is a need for the organization to make strong and better decisions
according to the change in the power of government policies (Li, 2017). Economic Factors
The GDP of the country has also reduced rapidly because of Brexit itself which has to be
maintained by the organization. There is low liquidity in the market which is why there is low
revenue which Hilton has been earning in market. Social Factors
There is a direct and indirectly impact of the society on the functioning so that there is a
better understand and functioning accordingly (Sfakianaki and et al., 2018). The lifestyle of
people is changing and that has to be followed by the organization so that there is a better
operations. Technological Factors
There has to be an increase in the satisfaction level of the customers so that there is better
information which can be given out to the customers for that to take place. There have to be

better decisions which have to be taken out by the organization so that there is an improvement
in the technological aspect. Legal Factors
The laws and regulations for the employees and customers are being followed by Hilton on
time which is a great factor for the organization. The employees and customers are satisfied with
the organization with the services and products which they are giving out. Environmental Factors
There are eco-friendly measures which Hilton is taking in the market so that there is a better
functioning. There are zero carbon footprints which are present in the organization which gets a
higher reputation for the organization.
LO3
Current and future management leadership skill
The leadership is all about guiding employee’s organisation towards achieving the
common goal and objectives.
Characteristic and skill of effective manager
Points demonstrate the characters and skills of effective manager.
Team dynamic: Manager gives huge emphasis on the dynamics of the team. Dynamics allows
managers to keep the right balance in the team in order to achieve the best level of work
efficiencies.
Planning: Management in service sector organisation like in Hilton Hotel operation manager
plan’s all operations functions in such a way that proper control over operations can be
established. Planning allows them o keep flexibility in operations.
Decision making: Effective management style gives huge priorities to take decisions (Ellis,
2018). Decision making is among the primary role manager play in Hilton Hotel. On the basis of
knowledge and experience they take decisions.
Strategic mindset: Effective management approach is based on strategic mindset. This allows
manager to cover all aspects of management comprises with all different challenges management
needs to deal with.

Problem solving: Problem solving is among the most crucial part of management. This is the
skill manager needs to hold in order to achieve the best level of work efficiencies being in the
position of management in Hilton Hotel.
Communication skill: Communication plays a vital role for the manager to perform his duties.
In order to perform various duties being in the position of manager at any service sector
organisation he needs to order and control all the operations which are only possible through the
effective communication skill.
Motivation: Managers at Hilton Hotel always look motivated in order to perform its duties. Due
to effective motivation managers able to perform its duties (Johnston and Marshall, 2016). They
also motivate to the other employees part of the organisation.
Delegation skill: Delegation skill is also among the key skill managers need to associate with.
This skill support management in imparting different functional activities to the employees in
Hilton Hotel.
Managing discipline: Manager also play a huge role in managing discipline at the Hilton Hotel.
This is also another crucial aspect effective management in organisation needs to deal with.
Conflict management: Effective management also play role in resolving conflicts at the Hilton
Hotel. In hospitality organisation due to tight schedule and busy timings different issues also
raise between employees. Managers need to involve in all such issues in order to solve them.
Approaches to management
Management at Hilton Hotel needs to follow the following approaches as a part of the
designated role.
Task orientation: Management at Hilton Hotel follow the approach of task orientation. This is
the professional approach allows management to control all different functions at the hotel
(Mayr, 2017). Task orientation approach allows management to control all functions.
Relationship orientation: Effective management approach also give priorities to establish both
professional and personal relationship with employees. In Hilton Hotel management always try
to give the best work culture to employees so that proper relationship can establish with
employees of company.
Leadership characteristic and skills
Characteristics and skills part of effective leadership at organisation.

Communication skill: Leadership is all about guiding employees of company to achieve all
objectives of the organisation. In order to conduct the operations of leaders in Hilton Hotel all
leaders needs to communicate effectively with all employees in organisation with the support of
effective communication skill.
Delegation skill: Leaders also play role in delegation different functional duties to different
employee’s part of the Hilton Hotel. On the basis of the skills and capabilities of all individual
employees leaders delegate all functional tasks.
Inspirational motivation: Leaders at the organisation are more like a role model for all
employees. They set standards for all employees work at the organisation with the support of
their achievements.
Positive attitude: Effective leaders always carry the positive attitude and mindset. With the
support of their positive mindset they perform all their duties and inspire other employees.
Trustworthiness: Leaders are trustworthiness for the organisation. They keep the organisation
interest first as compare to self interest.
Creative thinking and innovative: Effective leaders carry the creative thinking and mindset.
They introduce changes in the organisation with the support of innovative and creative ideas
(Thompson, 2016). In Hilton Hotel leaders introduces information technology system that has
supported company in enhancing its growth.
Problem solving: Leaders also play key role in solving different internal as well external issues
Hilton Hotel is part off. They take personal interest and stand in every issue they have been a
part off.
Giving and receiving feedback: Leaders in Hilton Hotel follow the process of giving and
receiving feedbacks over the functions they perform. Feedbacks allow leaders to modify the
practices and make effective changes to achieve the best level of work efficiency.
Taking responsibility for both success and failure: Leaders take equal responsibility of both
success and failures they been part of being a leader (Bird and Mendenhall, 2016). In case of
success tey also give shares top other employees but in case of failures they take the complete
responsibility.
Cultural sensitivity: Effective leaders also give respect to all cultures. In Hilton Hotel due to
diversity company has an employee base of all around the world. These aspects of leadership
allow them to respect different cultural background of all employees.

Global outlook: Effective leadership also assess the policies other competitors follow in
hospitality sector at global level. This allows them to enhance the capabilities of organisation.
Approaches to successful leadership
Situational approach: Situation leadership allows leaders to take decisions based on the current
and future expected situation. On the basis of the situational analysis leaders take the best
decision possible in favour of the Hilton Hotel.
Transformational approach: Transformational approach is also a critical leadership approach
leaders use in Hilton Hotel. This leadership approach allowed leaders to bring changes like
information technology and other changes that has transformed the business synergy of
organisation.
Inspirational leadership: This is also effective leadership approach in which leaders try to
inspire the employees of company to motivate employees towards performing more productive
operations.
The hard skills of management versus the soft skills of leadership
The skills of management involve skills like communication skill, delegation skill,
decision-making skill and other key skills where as hard skills involve coding, budgeting and
other relevant skills. Soft skills allow manager to perform the assigned roles effectively. Hard
skills do not affect over the management on a direct basis to enhance the capabilities of
management.
LO4
Demonstration of management and leadership skill in service sector context
Roles and responsibilities of manager in service sector
Managers in service sector needs to play the following roles and responsibilities.
Delegate operations: Managers at Hilton Hotel needs to delegate entire functional activities to
all different employees’ part of the organisation (Sinnicks, 2018). This is the key role manager’s
needs to play at the organisation. It is also one of the responsibilities of manager that he needs to
segregate different operational roles and responsibilities into employees. Skills like delegation
skills, research skill allows the leaders to achieve the best level of operation efficiencies.

Dealing with issues: Manager at Hilton Hotel needs to deal with the issues at organisation.
Issues are always associated with service sector organisation. They carry the responsibility to
deal with such issues weather they are internal or external issues on behalf of the Hilton Hotel.
Other roles and responsibilities: Management carry the responsibilities of smooth operations
of hotel. Managers need to bring change in organisation. Change management is also among the
key role and responsibilities management in the hotel is associated with.
Different communication process
Communication becomes essential in service sector organisation. In Hilton hotel all
operations are distributed into various departments. With the support of communication system
all such operations of hotel are managed and controlled. Communication tools like mobile
phone, mail, text message and other forms of communication use to conduct all operations. As a
part of change management all these systems are developed in the organisation.
Developing leaders
Leaders are not born they are developed. Leadership play huge role in the service sector
organisation like Hilton Hotel. They play role in enhancing capabilities of organisation in term of
earning profitability (Willis, Clarke and O'Connor, 2017). They play role in providing changes to
the organisation time to time whenever the organisation is needed. They also improve the culture
of organisation. It becomes important for the organisation to have a well diversified work culture
at organisation. Development of leaders also involve development of different skills like
communication skill, research skill, delegation skill, analysis skill and many other skills needs to
be analysed and assessed. All these skills also need to develop in order to develop the proper
leadership qualities.
CONCLUSION
This report has demonstrated about different aspects of management such as classical
management theories and concepts. Management theories like system management allows
management to take decision based on the situation analysis tool. Various skills like delegation
skill, decision making skill, motivation, issue solving, analytical skill and other skills managers
needs to acquire in order to perform the assigned role efficiently. Characteristics like positive
mindset, creative brain, innovative are also a part of management in organisation. All these skills
and characteristics allows management to perform the duties efficiently. Leaders also needs to

hold different skills like delegation skill, change management skill and other skills that allow
them to perform the assigned role efficiently. They play crucial role in change management also
to enhance organisations growth.

REFERENCES
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