Leadership and Management for Service Industries

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Classical management theory in context to service industry......................................................3
Role of leader and leadership styles............................................................................................4
Management and leadership styles of the chosen organisation..................................................5
TASK 2............................................................................................................................................6
Internal and external factors that influence management styles along with structure................6
TASK 3............................................................................................................................................7
Current management and leadership hard and soft skills............................................................7
Future management and leadership skills required in service sector .........................................8
TASK 4............................................................................................................................................9
Compare and contrast change management system and leadership ..........................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership refers to a quality in an individual which helps in moulding and directing
behaviour of others in order to achieve objectives and goals that are set for the group or for an
individual. The following report is conducted upon Marriott International which is an
organisation in hospitality sector providing various services to their guests internationally. It has
one of the largest chain of hotels in the world (Armstrong, 2016). The report describes various
theories of management and leadership in service sector. Along with this discussions on internal
and external factors, hard & soft skills in leadership and management are made at the end a
comparison of change management system is also described.
TASK 1
Classical management theory in context to service industry
Classical management theory: This theory believes that the employees in an
organisation are only having physical and economic needs that are to be fulfilled by the salary
that management pays them. This meant that they did not focus upon the social needs that are
required to be fulfilled by employers that can provide job satisfaction to the employees. The
leadership concepts that are used in classical management theory is usually a centralised
leadership. When taking Marriott into consideration the organisation uses two different types of
management theories that are described below:
Administrative management theory:The administrative management theory was
developed by Fayol in which 14 principles were stated which are to be effectively followed by an
organisation in order to achieve the required standards and also maximise the quality of services
that are provided by them to their consumers. When taking Marriott into consideration the
organisation is involved in hospitality sector. They are a service industry and it is necessary for
them to make sure that all the work in organisation is based upon these principles. Various
examples can be taken such as division of work that is helping management of various
operations to hotel effectively. They can assign work to employees easily and it will also help in
making sure that no employee is overburdened or overloaded by work.
Bureaucratic theory: According to bureaucratic theory it is defined that there are 6
different principles or rules to be followed in an organisation in order to effectively run the
management. These principles state that every organisation requires hierarchical structure of

management, division of labour, a formal process of selection, career orientation, formal rules
and regulations and impersonality. This have effectively helped Marriott International to form
their management structure. They are following all the six principles of these theory that have
efficiently formed a basis of management for the organisation as well.
Scientific Management: The following theory was developed by F.W Taylor, where the
developer states that it is necessary to analyse and synthesize workflow for effective
management which will then help in fulfilment of all the objectives of organisation through
improving their economic skills which mainly takes into account increasing productivity of
labours (Willis, Clarke and O'Connor, 2017). Hospitality sector industries are making effective
use of scientific management. The departments in organisation are now more developed and
organised in such a way that any extra efforts of employees that are not generating any benefits
for organisation are cut down.
Role of leader and leadership styles
There are a number of roles which are to be fulfilled by a leader in an organisation.
Below mentioned are some of such roles of leader in Marriott International hotels:
 A leader is required to set clear vision in order to build a team which have clear vision
and goals. When employees are clear about their roles in organisation they can
successfully work to their optimum abilities. When the leader in Marriott is building an
effective team it helps them to achieve success in organisation.
 Another role of leader involves setting up a right and respectful culture in the
organisation. It is necessary that the employees in organisation are practising mutual
respect. This helps the staff members to effectively maintain organisational behaviour in
Marriott International. It helps in increasing efficiency in workers and satisfaction in
consumers.
 Leaders in an organisation are also required to effectively train employees. The leaders in
Marriott International are successfully building various plans for training the employees
in order to enhance their skill as per the changing requirements of their customers.
Training is also beneficial for employees as it helps them to grow personally and
professionally.
There are a number of different leadership styles that are followed in hospitality industry.
Some of different leadership styles are discussed below: