Leadership and Management for Service Industries

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION.......................................................................................................................................3
PART 1.......................................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1) Identify various theories of Classic management and also apply them within service sector............3
P2) Discuss role of leaders along with different style of leadership in context of service sector.............4
P3) Review management and leadership style within selected service organization...............................5
TASK 2.......................................................................................................................................................6
P4) Discuss internal and external factors which affect style and structure of management within
selected organization...............................................................................................................................6
TASK 3.......................................................................................................................................................8
P5) Assess hard and soft skills of management and leadership with appropriate service sector example 8
P6) Explain skills for future management and leadership in service industry and also discuss the way to
develop these skills..................................................................................................................................9
PART 2......................................................................................................................................................10
TASK 4.....................................................................................................................................................10
Covered in PPT.....................................................................................................................................10
CONCLUSION.........................................................................................................................................10
REFRENCES............................................................................................................................................11

INTRODUCTION
Leadership simply refers to the influence and potential of a person to guide and motivate
individuals and team towards goal attainment. Management is related with managing different
business functions and activities effectively so that predefined objectives can be achieved within
stipulated period of time. In hospitality industry, leadership and management functions is
considered as highly important functions for gaining desired outcomes in predefined period of
time (Torfing, 2019). In present report, Crowne Plaza is taken into consideration which is a
prominent hotel chain, headquarter in UK. It offers business travelers and premium customers by
offering a range of services. The present report is classified in two parts where first part includes
theories of classical management and role of leaders in service industry. Further, hard and soft
skills of leadership and management have also been covered in the report with the discussion
about future management & leadership skills and the way to achieve those skills within
predefined period of time. The second part of report covers comparison between different
organizations of service sector in terms of change management system. ‘
PART 1
TASK 1
P1) Identify various theories of Classic management and also apply them within service sector
Classic management theories are the traditional theories which have existence during
ancient days. There are some managers who still believe in classical approach thus adopt these
theories in order to improve overall productivity and efficiency. For this purpose, certain classic
management theories are given as under:
Scientific theory: These theories are traditional theories which focus on improvement of
overall output and production with an aim to enhance overall business performance in significant
manner. Scientific theory of management is evolved by Taylor as per which providing incentives
will bring better results in terms of improving performance of staff member (Jauhari, Singh and
Kumar, 2017). In context of Crowne Plaza, they can apply this theory in order to make
enhancement in current level of services in significant manner.

Administrative theory: It is the widely used theory which was developed by Henrive
Fayol who occupied prominent place in the field of management. Fayol provides 14 principles
of management which need to apply by each and every organization in order to make optimum
use of available resources. In reference of Crowne Plaza, they apply this concept so that
managers can guide employees in systematic way.
Bureaucracy Theory: This theory is based on the suitable way to run an organization for
which, it is vital to maintain a proper hierarchy. According to this, the organizational hierarchy
needs to provide significant information about roles, responsibilities of different individuals
working within company. In context of respective hotel, they also use this approach for bringing
effective coordination and collaboration at work place.
Behavioral management theory: According to this theory, workplace culture needs to
based on interest of employer and employees. This depicts the way by which productivity and
efficiency of work force can be enhanced by understanding requirements, needs and preferences
of work force (Whaley and Gillis, 2018). This theory enables manager in order to identify
behavior of employees and motivate them to work effectively towards success of company. In
context of respective organization, they apply this theory for turning actions of employees into
favorable behavior for entity.
P2) Discuss role of leaders along with different style of leadership in context of service sector
Leader is a person who provides direction, guidance to employees for making optimum
use of their potential for betterment of business. They use some predefined set of principles
which allows them to lead and guide work force effectively. Leaders motivate individuals and
teams by setting examples so that they become successful in future period of time. In reference
of respective company role of leaders is discussed below:
Set a vision: It is the responsibility of leaders to set a vision and communicate it to work
force so that they get a direction to perform task (Novak, Breznik and Natek, 2020). In reference
of Crowne Plaza, leaders are required to set smart goals for bringing best performance of
employees for growth of organization in future period of time.
Inspire and motivate: It is the most crucial role of leader under which they are required
to motivate as well as inspire human resources in an efficient manner. For this, they use different