Leadership and Change Management

This assignment explores different leadership styles and models, including Kurt Lewin's change model, servant leadership, and others. It covers the role of context in business process management, leadership characteristics for lean six sigma, and the impact of leadership on performance. The assignment also delves into the administrative state, small business survival, human resource management, conflict management, and the trickle-down effect of servant leadership.

Leadership and
Management for Service
Industries

Table of Contents.
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1 Assessing the different classical management theories in the preference of service industry.
................................................................................................................................................1
P2 Explaining the role of the leader/manager and different leadership styles in the context of
service industry.......................................................................................................................3
P3 Analyse the leadership styles in relation to organisational structure and culture with the
organization............................................................................................................................4
Leadership styles in relation to organisational structure and culture of the organization......4
LO 2.................................................................................................................................................5
P4 Investigating the internal and external factors that affect the management styles and
structures.................................................................................................................................5
LO 3.................................................................................................................................................7
P5 Assessing the current management and leadership hard and soft skills providing evidence
from specific service sector....................................................................................................7
P6 Describing the future management and leadership skills which Hilton should be adopt. 9
LO 4...............................................................................................................................................10
P7 Compare and contrast different service industry organization for change management
system ..................................................................................................................................10
REFERENCES..............................................................................................................................14

INTRODUCTION
The role of leadership is a most important factor within the service sector industry. In
other words, Leaders of the organizations are the key elements who is respondent for the success
or failure. However, To being manage the business has become an extremely competitive game
for the organizations. In the context of service sector industry leadership helps to manage the and
creates the competitive edge for the companies. This present study will be base on the leadership
management for the hospitality sector. Furthermore, In this present assignment report will
explains about the different classical management theories in the context of service sector.
Besides, it also explains about the leader and different leadership styles that helps to understand
the better goals and objectives. Along with that, it also helps to define the internal or external
factors that affect the influence management styles and structures. For this assignment the
present report will be taking Hilton hotel. Apart from that, it also explains about the hard and soft
skills providing evidence from specific service sector. At the end of the segment of report
explains about the different service industry examples to define the change management systems
and leadership in implementing the change. However, the study also outline the current and
required hard and soft skills in management and leadership styles. That process helps to
understand the current future needs to gain the company competitive edge.
LO 1
P1 Assessing the different classical management theories in the preference of service industry.
Classical Management theories
Classical management theory are developed to predict and control behaviours in the
organizations (Afsar and et.al., 2017). Classical management theory can be the most vital or
necessary part for the service sector such as chain of command, division of labour, one sided top
don influence, authoritarian leadership styles etc. Along with that, it generates the best and
leading working style and growth in order to meet out the company aims and objectives.
Classical management theories has unique features that helps to gain the company competitive
edge such as division of labour where the complex task simply divided into different workers.
Also, In classical theories where the all decision has been taken by the top management. In other
words, classical management theory is mainly focused on the centralised decision making,
leadership skills and profit maximization that can be very much gainful for the company.
Scientific Management Theory
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Scientific management theory is one another theory which is given by Frederick Taylor
in 1911. The main target of this theory is to gain the productivity. More about this theory is that
they delivers the proper solution for problems and challenges of the organizations (Blanchard,
2015). This theory of scientific management gives the major four principles to gain the work
productivity like in order to gain the company productivity Hilton should need to provide the
different jobs roles and training and development to employees in order to gain the performance
productivity of employees to understand the current situation of the market and customer needs.
However, this theory of management also helpful to ensure the positive work out goals and
effective management target performance into deeper manner.
Administrative management theory
Administrative theory is also the well popular theory of classical management that
developed by Henry Fayol in 1916. this theory based on the personal experience of Fayol.
However, this theory based on two topic first is business management and second one is general
management. In the context of service sector companies can adopts some of the fourteen
principles of management in order to apply the administrative management theory (Bratton and
Gold, 2017). Such as division of lobar, Authority, Discipline, Unity of Command,Unity of
direction, focusing on individual interest, Remuneration, Centralization, Scalar Chain, Order,
Personal rights, stability of tenure of personal, stability of tenure of personnel, Esprit de corps
etc. all such principles can helpful for Hilton to manage their work culture environment.
Bureaucratic Management theory
This theory given by Max Weber which is called Weber's bureaucracy. However, this
management theory is mainly focused to the management structure such as hierarchy and
authority control strict lines in structuring the organizations into a hierarchy. This theory
suggests to service sector that organizations should need to rise the and make the proper structure
to develop the predefined tasks. However the systematic business structure can help Hilton to be
more productive and efficient to take the challenges more seriously. However, Hilton can also
adopt the principles of bureaucratic to mange the business structure more efficient. Such as
Hilton should acquire formal rules and regulations in order to govern the organisation. Another,
working relationship system must be properly implied within Hilton in order to maintained the
employee relations (Chuang, Jackson and Jiang, 2016). Another principle suggesting that
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organisations should need to give specialising training to potential employees to gain the
employee performance and potential of work.
P2 Explaining the role of the leader/manager and different leadership styles in the context of
service industry.
Role of Leaders
Leaders are the support pillars within the organisations. Besides, Leadership belongs to
set of skill and knowledge that builds the good relation with employers and employees.
However, the leadership behaviour helps to influence the behaviour of people in a different
manner that strive willingly and enthusiastically towards the achievement of groups objectives
(Conforto and et.al., 20167). Leadership play a different role within service sector such as to
manage the employees behaviour, coordinate them into systematic structure, motivates them to
achieving the final aims of the company as well. So overall such function performed by the
leaders within Hilton to gain the final outcomes. Apart from that, there are different leadership
style that Hilton can adopt into their business function to gain the profitability and influence
employee behaviour in positive manner.
Role of managers
The role of managers in within the organization is very crucial to coordinate the tasks and
manage the administer functions effectively and efficiently. Managers of Hilton is required in all
tasks to grow or to expand the business. For example In Top management managers are
responsible to achieve overall objectives of the organisations in the consideration of mission and
vision. Senior management manager is responsible for maintaining the company profit/loss.
Besides, functional managers are responsible to manage the single departmental unit of the
organization and supervise the that particular unit by itself.
Line managers are accountable for ensuring the performance of single employee or a
group of Hilton. Line managers are also responsible to manage the growth or product or services
as well. For example : Hilton line manager is accountable for stocking, marketing, profitability.
However staff managers of the Hilton is responsible to review the performance of staff
members in order to lead the management performance (Gipson and et.al., 2017).
Different Leadership Styles
Autocratic Leadership Style
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Autocratic style of leadership is a strong one dimensional leadership style that gives full
power or authority to the leader boss manager. Along with that, this style of leadership makes the
leader bossy which takes all the decisions of the organization. In certain situations these kinds of
leadership will not take the participation of other employees and take all action itself.
Democratic Leadership styles
This kinds of leaders are generally more corporative and enthusiastic to make the
decisions with the help of other team members (Grimmelikhuijsen and et.al., 2017). Democratic
leaders are always take inputs from other employees in order to perform the activities into more
effective.
Transnational Leadership
Transnational leadership is the contrast which involves management by exception ,
intervention and punishing those employees or workers who make errors in the process or work.
This leadership styles helps leader helps employees of Hilton to navigate the good them into
correct path (Types of Leadership Roles a Great Leader Plays in an Organization, 2019). This
approach and process will help to define the long lasting development performance and goals in
order to meet out the plan into effective manner.
Informational Leadership
Informational leadership highlights a leader as a facilitator of change occurring when one
or more persons engage with other in such a way that leaders and followers raise one another to
higher level of motivation and mortality. This is the another style that helpful for the Hilton to
gain the advanced technologies for the new goals.
Laissez-Faire Leadership
Under this type of leadership where the leaders are more authenticated and leading in
order to exercise the best approachable results (Laureani and Antony, 2017). Also, since
employees are highly experienced and need little supervision to manage the different other
opportunity or goals.
P3 Analyse the leadership styles in relation to organisational structure and culture with the
organization.
Leadership styles in relation to organisational structure and culture of the organization
Organizational structure refers to the company roles and responsibilities and authority
and communication that are designed to be accomplished the tasks and achieve its objectives into
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effective manner. This organisational culture define the and also leveraged the workers via
learning in knowledge based or innovative organizations. Also it defines the best goals and
objectives to build up the different organization and goals.
Leadership styles and behaviours are highly modified by the different factors that affect
the innovativeness in a competitive business environment. However, In within the business
structure to compete with competitive environment, company needs to establish and looking for
the good leadership style. Adaptive leadership is considered to be an appropriate tool that
innovate something unique for the organization. Effective leadership style influence management
structure to be most competitive and challenging business task and goals.
However, the impact of leadership styles and employee creativity makes the best
contribution to develop the better organization structure (Ling, Lin and Wu, 2016). However,
this kind of business gain and opportunity help to be more competitive and leading generating
task.
In terms of organization culture, it has a variety of tasks and responsibilities that includes
such as to build up the effective corporate culture to corporate employees, corporate culture tasks
makes it easy to make the commitment and organizational goals and build up the new work and
bring the goals and objectives. Leadership style also helpful to build up the good image in the
context of making outcomes and bring the good environment in Hilton. Different role culture
within the organization help to define the long lasting work opportunity and gains.
LO 2
P4 Investigating the internal and external factors that affect the management styles and structures
External Factors
Political factors : Political factors affect the business organization that define the
effective and ineffective organization that brings the leading and generating task value which
makes the goals and objectives. Political factors affect the management styles and structures
which brings the business organisation structure and managing the work goals. Political changes
might have increase the pressure on managers and business structure. Leaders are must educate
on their suppliers , customers and competitors to determine the economic and current political
factors that affect the market place (.Noe and et.al., 2017).
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Economical factor : Economic factors has given direct impact on management structure
in terms of income. Like due to increasing the interest rates or inflation rates company needs to
increases the prices of products or decrease the wages and salary of employees as well.
Somehow this situation affect the overall business environment and increase the pressure of
management.
Social Factor : Social factor might affect the culture and the business leaders needs
which also affect the cultures or behaviour of clients of the organization and trends in the market
place to design products and services for a particular populations.
Technological : However, advanced technologies enable to build the innovation and
leading business targets which also helps to make the new sources and objectives. Technological
factor affect the management styles and structure of the Hilton by given the new training and
development growth of the business (Rahim, 2017). Apart from that, sometimes business
structure get influenced by research innovation factor, intellectual property issues affect the
management pressure etc. also it affect the business opportunity and gain to measure the
effective outcomes.
Legal factors : Legal factors are the most significant factor that company needs to be
performed. For that, management also need to be aware about the current legislations. Somehow,
such legal factors might impact the business and its regulations growth.
Environmental factors : Environmental factors related to the ecological and
environment aspects that will the demand for a company products and that business operates.
Environmental regulations, ecological, reduction carbon footprints all such factors required to be
reduced by the management otherwise. This affect the business company management structure.
Internal factors affect management style
Employees : Employees are the asset of the organisation who works for the satisfaction
of personal and professional needs. However, in the context of management style and business
structure this factor is highly significant. The strength of this factor is that they are highly
valuable to maintained the business structure, hard-working towards adopting new management
change or talented (vom Brocke Zelt and Schmiedel, 2016). That affect overall environment in
positive manner.
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In the Contrary, due to conflict or miss-communication lead the pressure on the
management styles. This work opportunity and gain the best advantage growth in different
context.
Competitors : Competitors are the another major major goal opportunity and gain that
affect the business opportunity in order to meet out the competitive goals. Policies of the
organizations are often influenced by the competitors. This affect the management styles and
ineffective learning opportunity and goals. Managers needs to understand the work environment
and competitors position in order to generate the long term effect.
Suppliers
Suppliers are the again most competitive factor that affect the business environment.
Besides, suppliers are the providers of production or service materials. Other words, for the
company management, it is requires to be maintained the working goals and regulates the
business opportunities to keep the steady and follow the quality inputs materials.
Strategic Partners : Strategic partners are the individuals whom the company is to an
agreement or needs to be understood for the benefit of the organisation. These strategic partners
in some way influence the activities or management styles (Waldo, 2017).
LO 3
P5 Assessing the current management and leadership hard and soft skills providing evidence
from specific service sector.
Soft Skills
Employees having soft skills are very important for the Hilton to engage with other
workers and create the good environment throughout the organisation culture. In other terms,
soft skills are transferable skills unlike hard skills. Soft skills can also be taken by other people or
given to other people. Employees who has soft skills are very much required by the company to
gain the profitability and growth within the business. Soft skills that people have are good
attitude, healthy communication, decision making, critical thinking, work ethic, empathy,
problem solving, time management, team work etc. all such skills is beneficial for Hilton to gain
the management styles and lead the profitability gain management in different manner. In other
words, soft skills are social abilities needed from a good worker or employee for the success of
the organisation.
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Current management skills
Evidence Hard Skills Soft Skills Managerial
skills
Leadership skills
To attract the
foreign customers
and also leading
the different
language.
Multi lingual
skills
Soft Spoken Providing the
communication
training for
learning different
foreign language.
To resolve the
conflict among
customers
Problem solving Providing
guidance to
manage the
issues.
To accomplish
customer tasks on
time
Time
management
Provide training
to perform work
on time in
efficient manner.
Required for future management skills
Requirement Hard Skills Soft skill
Highly educated candidates,
fresh, those are motivated and
creative as well.
Professional authenticates
certificates.
Develop the marketing plan
and business to expand the
services.
Acquire different organization
goals to innovate by different
technologies.
To develop the conflict
management team and leader
to resolve the equerries (Wang,
2016).
Problem solver skills to
develop the business
environment positive.
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It has been reviewed from the above table that what are the need Hilton required to adopt
in order to gain the competitive marketing edge. In order to develop the long lasting results for
the company success and goals.
Current and future management and leadership skills required
In order to measure and analyse the need of further developing in management and
leadership skills are as written below:
 Management or the managers required to analyse the other requirements and let other
people think something new and different for the company development.
 Developing the business growth and managing the new opportunity work o meet out the
work goals and objective work performance.
 Extensive researchers and corresponding the work into more effectively and leading the
work opportunity gain.
 Extensive researchers and corresponding experts and highly required to represents the
more packages in different context. Work opportunity and gain the opportunity work.
 In order to critical analysis market strategies has been developing faster than the previous
days. The market strategies have been changed in day to day real with new holistic
change in the socio economy (Wheelen and et.al., 2017).
 It also helps to determine the long lasting performance in different context.
P6 Describing the future management and leadership skills which Hilton should be adopt
In order to attain the success, it is quite essential for the firm to adopt new management
and leadership skills and some of them are as mention below:
 Technological Management Skills: Overall work of a firm is depend upon the
technology and in the same way, from machine learning to robot, entire work is based
upon the advance technology so that it can decrease conflicts and also creates
opportunities related to working area. Therefore, managers and leaders of Hilton must
have the knowledge of digital technology so that they will understand the new emerging
issues that may affect the business in negative way (Ansoff and e.al., 2019). For example,
using Artificial Intelligence helps to save time and money because they work as a human
being and helps management to work quickly without bias.
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 Out Centric Leadership skills: It is essential for every managers and leaders that they
should going to be more interactive with their employees and the best manager will
always look at overarching need and they build best team who will help them to attain he
defined goals as well (Noe and et.al., 2017). Therefore, they must posses the soft skills
and technical skills so that they can easily evaluate the performance of their candidates.
 Emotional Intelligence: High EQ is consider a synonym of self- aware, such that to
know own strength, weaknesses will also help to determine which skills need to be
develop. Therefore, it leaders of future should know how to encourage the dreams by
diffusing fears (Long, 2019). Even trait like accountability, transparency and honesty for
a human are unlikely to replaceable to Artificial Intelligence tools in near future and this
is more valuable by the future leaders as well.
This all can be achieve through effective training session in trainer provide importance of
using advance technology into the working place for their future so that it will help to increase
the profit and increases the financial performance as well. It has been further analysed that by
changing the leadership style and adopting Contingency leadership style will be more beneficial
for the business to face different situation (Kochan, 2019). On the other side, leadership and
technological skills are easily adopt through effective training session and also use those into the
working area as well.
LO 4
P7 Compare and contrast different service industry organization for change management system
In order to implement the change that is digitalization in the company, Hilton uses Kurt
Lewin Change Model and the other side, Marriot uses Kottler 8 stages of change mangemenbt
model so that it will help to understand the change process in better way (Kihlstrom, 2019). This
is three stage model, which serve as a basis for many change models.
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Unfreezing: In this stage, people realize that something is going to be change and Hilton
opted new digitalization in its workplace. That is why they have to deal with strong emotion such
as uncertainty, denial etc. Therefore, it is quite essential for a business to disclose the state of
affairs and to explain their employees, why the change has been done (Hussain and et.al., 2018).
Therefore, through clear communication the new digitalization change is accepted. For instance,
leader of Hilton wants to adapt democratic leadership style and that is why, it is essential to let
others know about this emerging new change of digitalization. For example, Hilton may also use
social media as a digitalization technique that helps to get update to their employees with regards
to new products and services. Apart from this, through better communication and byn busing
autocratic leadership style, the business may also use this digitalized change in working place. s
Changing: This is also known as move stage in which changes are done for short time.
In this, stage, people come to learn new behaviour, process and also change the way of thinking.
In this stage, employees of firm Therefore, it is also analysed that the more people are prepared
for the stage, the easier it is to complete. Thus, throughout the process, it is necessary to remind
the employees of Hilton for the reason of change. For example, Managers of Hilton must provide
effective training session to their employees so that it makes themselves aware for opting new
digitalization technique into its workplace.
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Illustration 1: Kurt Lewin Change Model
(Source: Kurt Lewin Change Model, 2018)

Refreezing: The stage is about the action the change and when changes are
implementing, worker are also apt to return to their old habits. Therefore, at that time, Leaders of
Hilton should make proper arrangements and also monitor, then only the change of digitalization
can be easily stable (Burnes and Bargal, 2017). For example, By making proper arrangements
and even carry out proper evaluation methods will help a business to sustain its new change into
a business. Therefore, through this, after stabilizing, the employees will understand that there is a
no turning back and they have to accept the change and it is the duty of employer to realize the
advantages so that it will make the employees comfortable in the working place.
On contrary, Marriott which is also adopt the change management model, but uses
Kottler 8 stages model, that helps to understand the change management system
Increases urgency: By creating an environment and examining the opportunities which
can be tapped and also shows the urgency of changing the management style and opting new
digitalization in its workplace. For example, in order to implement new digitalized change in
Company, managers has to involving peoples so that it will be more beneficial for the company
to take better decision and Make amendments in existing ones.
Develop the powerful Coalition: In this stage, manager of Marriott should identify the
effective change with regard to digitalization and also involve the key stakeholders, through the
process of change will help a business to attain goals. For example, Managers of Marriott should
also identify the weaknesses which can be overcome and as a result, it will help to improve the
management within working area (Akingbola, Rogers and Baluch, 2019).
Develop vision: By identify the core values and define the vision or strategy will help to
realize a change in a firm. For example, the manager of Marriott may use emerging digitalization
technique in order to understand the new management model that helps to enhance the
company's brand image. Further, by developing the strong vision will also assist a business to
accept the change of digitalization.
Communicate the vision: Communicate the vision in proper manner so that the
employees will easily understand the need of change. For example, through training and
performance review, company’s manager can easily communicate the vision to their employees.
Removing the obstacles: Continuously check for barriers and also rewards people for
endorsing change and to support the process as well. Such that Marriott is using advance
technique in order to remove the obstacles.
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Create short term Wins: In this stage, leader of Marriott can create short term win in an
early change process so that it can give a victory of early stage of change. For example, the
employees should understand the need of using advance technique into its workplace with the
help of leaders and if manager find some employees who perform outstanding then they should
reward the contribution of people. This makes differ from the Hilton change management model
(Kihlstrom, 2019).
Consolidating Gains: Through continuous improvement by analysing the success and
improving the experience of employee will help to make the changes better for a company.
Anchoring change: in this stage, the leaders of Marriott should ensure that the support of
the existing company leaders and some new leaders in order to continue the extend to their
support. For example, if manager of Marriott should use emerging techniques, then it will help a
business to accept the changes immediately.
CONCLUSION
On the basis of above report it has been explained the understanding knowledge on
leadership management and its importance in the service sector industry. Besides, it also
explained the classical management theories that supports the company management and
structure in different manner. However, the study based on the leadership and management in the
hospitality sector. So for that, it described the role of the leader and different leadership styles in
a service sector industry. However, the whole report based on the reviewing the management and
leadership styles in a service sector. From the basis of above given concept it has been concluded
that leadership and management is the most significant factor that motivates leader and managers
to gain competitive edge. Furthermore, report also outlined some internal and external factors
that influence company management style and business structure. At the end of the segment of
the report, it demonstrated management and leadership skills in service sector.
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