Leadership and Management for Service

This report discusses the concepts of leadership and management in the service industry, focusing on the importance of hard and soft skills, future management and leadership skills, and a comparison of different service industry organizations. The case study of Hilton hotel is used to illustrate these concepts. Find all the study material and solved assignments on Desklib.

Leadership and
Management
For Service

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
(Covered in PPT).........................................................................................................................1
Task 2...............................................................................................................................................1
(Covered in Brochure).................................................................................................................1
Task 3...............................................................................................................................................1
P5 Current management and leadership hard and soft skills.......................................................1
Importance of soft skills...............................................................................................................2
P6 Future management and leadership skills...............................................................................2
Importance of technology oriented management and leadership skills.......................................2
Task 4...............................................................................................................................................3
P7Compare and contrast different service industry organization................................................3
CONCLUSION................................................................................................................................3
REFERENCE...................................................................................................................................5

INTRODUCTION
Leadership and management is needed at every place that helps to provide good services
to its customers and increase customer loyalty. It is useful for organizational success where all
employee works together in order to achieve goals. Leadership motivates employees to
understand changes or new technology that helps to complete task. To understand the concept
about leadership and management Hilton hotel has been taken which provides different types of
service to its customers. This report discusses about characteristics and skills of manager, hard
versus soft skills in specific industry, importance of soft skills and importance of technology
oriented management skills that helps to accomplish target by using new technology (Schwarz
and et.al., 2016).
Task 1
(Covered in PPT)
Task 2
(Covered in Brochure)
Task 3
P5 Current management and leadership hard and soft skills
Skills are important for organization as well as employees as it helps to provide jobs and
achieve business goals (Aggarwal and Swanwick, 2015). The management of Hilton has defined
hard and soft skills such as:
Hard skills:
 Technical skills: This means skills and qualities that bring something new and
innovative in organisation for improving business activities and performance. This skills
is important within Hilton to adopt new technology in order to introduce new service. For
example, the management of Hilton brings VR hotel tours that provides visitors to obtain
a digital attraction and feel to stay.
 Administrative: This means skill which are needed to monitor and control the business
activities by completing task and managing the activities. It can be administer by a person
who has hard skills and able to focus on such functions(Rivera-Ruiz and Ferrer-Moreno,
2015). For instance, management of Hilton get involves in responsibilities such as filling
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paperwork, happy customers, managing front office, meeting with internal and external
stakeholders and completing the task which can help to increase the number of
customers.
Soft skills
 Positive attitude: Positive attitude helps to adopt problems easily and get solution of
such problems. For instance, whenever there is difficulties and urgency occurs in Hilton
them management are taking their responsibility to complete the task and maintain a
healthy working environment. They accept the changes positively and with smiley face
which is highly important in all industries.
 Time management: This skills is related to punctuality and completion of project on
timely basis which is important to improve the brand image. For every organization it is
needed that manager should manage time and do complete project on time. The
management of Hilton are using their this skills by allocating role between employees so
they can complete the task in certain period of time.
From the above mentioned hard and soft skills it has been assessed that management of
Hotel Hilton are require hard skills such as new technology and administrative skills which helps
to improve the organisational performance by increasing profits and attracting customers.
Administrative skills have to maintain the proper administration and technical skills helps to
bring innovation in organisation which helps to achieve organisational goals and objectives.
Moreover, soft skills of Hotel Hilton are posses in leaders such as positive attitude and time
management which helps to bring changes effectively and maintain the profits effectively.
Therefore it has assessed that hard as well as soft skills of leaders are important which helps to
achieve the future goals of business organisation effectively.
Therefore, Hotel Hilton uses hard and soft skills for the purpose of use new technology
and provide new service to its customers. Digital technology will help to booking digitally and
can be cancel that attracts customers. These skills helps to introduce from new services in
positive manner and goals can be achieve with the help of such skills.
Importance of soft skills
Soft skills are important because it helps to make business decision by adopting new
technology. The management of Hilton hotel have soft skills such as they manage time and
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complete project on time. Another side, they have positive attitude that helps to understand
problems and can be face easily (Alestalo, 2015).
P6 Future management and leadership skills
Hilton hotel will use scientific management theory for the purpose of adopting new
technology. This theory will helps to understand problems and get solution of such problems.
The management of chosen company can reduce work load by using new technology and will
maintain the profitability. The future management is related to some key areas and activities
which should be uses by industries to make it more effective and productive. For example, In
Hilton management have decided to use VR technology by analysing the needs of customers as
they faced problems in selecting the rooms when they visited at their places. The demand of
customers is increasing where they have requirement of selecting a best decorated and fresh
rooms with full facilities. Therefore, new technology and management skills will help
management in future to provide the reality of rooms by offering best services that can help
customers to get right room which they ordered. This activity will make happy and more
satisfied to customers and they will mark as again selection. On the other side, leadership skills
such as motivation, guidance and building morale will help Hilton's employees to accept new
challenges by smiling face and influence customers through offering better services. Therefore,
brand image can be increased and goals would be attained effectively.
Importance of technology oriented management and leadership skills
Management and leadership helps Hilton to perform business activities easily by
accepting new technology. Leadership motivates employees and inspire them to complete goals
in order to make profitable organization. Organization should adopt technology based
management skills that helps to understand needs demand of customer and introduce from new
technical service. In Hilton, manager have technical skills who understand customer needs and
bring new technology such as VR and robot deliver in order to serve food in short period
(Hallinger and et.al., 2015).
Task 4
P7Compare and contrast different service industry organization
In Hotel Hilton, management compare with different service industry in order to accept
changes that are are given:
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Leadership will changes direction of organisation
Leadership is one which is used to motivate the people and get work done effectively.
This is one which can change the direction of business organisation by leading the people. A
leaders understand the goal of business organisation and trained their employees to deal with
new situation and also guide them how to perform well in organisation which helps to provide
right direction to employees. In context to Hilton Hotel, leaders change the direction as they has
power to influence the success of company due to having power and control on direction of
business. Leaders make expert employees by motivation and training which helps to accept
changes and improve business performance effectively.
How is the the technology changing the hospitality industry
New Technology in service Industry : In hospitality industry technology is changing
day by day where it is important for organisation to adopt the new technology and attracts the
number of guest in hotels. Hilton Hotel is providing different types of food and accommodation
services to customers which attracts customers and increase productivity. Such organisation is
bringing new technology in their service industry such as AI(Artificial intelligence), AR
(Augmented Reality), (Virtual Reality) and cloud computing which will help to improve
business performance and increase organisation productivity.
It has been analysed that in changing technological environment in relation to Hilton
Mobile room keys and chatbots for personalised experience has adopted that increases guest
experience and maintain good performance. For example, chatbots allows Hilton to respond
more visitors at once and can be automate more repetitive task to allow employees for focusing
on their operations instead. Moreover, in mobile room keys hotels are offering guests room
access by using their smartphone app. This benefited to Hilton by saving cost from printing
environmentally harmful plastic key cards.
Name two organisation and technology that will change
Hotel Hilton Hotel Inn
This is hospitality industry which is adopting
AR, VR and AI in order to improve the
business performance as it provide the reality
with best facilities which influences customers.
This is adopting cloud computing, Air bnb and
AI to increase the number of customers and
business activities.
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By this technology managers keep proper
records of customers, enhance physical
environment and experience of surrounding
area which will help to attracts customers
more.
By this technology management of Ritz can
maintain proper calculation of data,
information and new services which influence
people and encourages them to make buying
decision.
Comparison of different organization by using change management system
Change management
system
Hilton hotel Holiday Inn
Team management
system
The management uses this system
to improve the success rate of
change and give preference to
match available budget and
resources constraints.
Holiday Inn use this system in
order to develop their own
change management practices
(Jacobsen and Bøgh Andersen,
2015).
Transformation changes By using such system management
can decide present and future
changes and make improvements
accordingly (Change management
system, 2019). In this, organisation
organisation analysis existing
changes and bring new one
(chatbots, VR, Smart room key
etc.) that help to complete task.
This system helps to adopt
changes and build relationship
between employer and
employees in order to achieve
goals. Transformation changes
helps to implement new
technology (cloud technology,
AR, VR) that increases number
of guests.
Contrast between different service industry organisation
Redefining capabilities and leadership qualities for dynamic environment: This is
important for organisation to have leadership capability and qualities which can help to
understand the changing environment, requirement of employees and new technology so all can
be implement in organisation for improving business performance. The management of Hilton
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and Holiday Inn understand dynamic environment in which leaders motivates employees to
accept changing environment and work accordingly.
Development of multicultural leaders from different background: In organisation
should have multicultural leader who can motivate the employees who belongs to different
culture by filling their requirements In the context of Hilton and Holiday Inn, managers develop
different types of leaders who are highly experience and from different background. They helps
to achieve goals by using new technology and make decision.
Investment in management and leadership development: The service industry are
focusing on investing on management and leadership development which helps in developing
new ideas and thoughts to get more improvements and profitability. For example, management
of Hilton and Holiday Inn make investment decision by deciding how much need to invest in
technical services in order to attracts customers (Hartley, 2016).
The management of Hotel Hilton is adopting change model which is given by Kurt Lewin
in order to bring changes in their organisation:
Unfreeze – In this process, management of Hotel Hilton think to bring changes in their
organisation which helps to improve the organisational performance as it is facing low profits
and dissatisfaction between employees.
Change – In this step, changes are implemented by Hilton Hotel by adopting new
technology which helps to solve the problems or challenges such as low profitability and
employees dissatisfaction.
Refreeze – In this step, Hilton hotel made the changes by performing day by day
activities which helps to make a successful business and this make sure that employees are able
to deal with changes effectively.
Model and Technology is used by leaders
Kurt Lewin changes model is adopted by Hotel Hilton's leaders which helps to deal with
difficulties and challenges effectively. Leaders of respective organisation will use this model in
order to improve the profitability by maintaining records, proving better facility attracting
customers and creating good environment which will helps to complete the organisational goals
and objectives properly.
Changes affect the leadership style
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It has been defined that AR, VR and AI is new technology which is adopted by Hotel
Hilton with the help of leaders in order to improve the organisational profitability. As
management and leaders of Hotel Hilton are adopting democratic leadership style which is more
effective and suitable. In this style information are shared by leaders with employees and get
ideas to increase the organisational performance. Changes affect the leadership style such as if
any changes occurs in Hotel Hilton then leaders has to discuss with their employees and get
information what they should do which make feel them good and helps to improve the
organisational performance.
CONCLUSION
From the above report it can be concluded that leadership helps to provide proper
guidance and management helps to focus on organizational functions within organization.
Classical management theory is used to know the needs to employees and make efforts to satisfy
them for the purpose of achieving goals. Hard skills and soft skills helps to accept innovation
within organization and look for organizational success. Soft skills such as positive attitude and
time management is important as it focus on goals and complete them in specified time.
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REFERENCE
Books and Journal
Aggarwal, R. and Swanwick, T., 2015. Clinical leadership development in postgraduate medical
education and training: policy, strategy, and delivery in the UK National Health
Service. Journal of healthcare leadership. 7. p.109.
Alestalo, P. K., 2015. Management and leadership in the public dental Service in Finland
between 2003 and 2011.
Hallinger, P., and et.al., 2015. Assessing instructional leadership with the principal instructional
management rating scale. Dordrecht: Springer.
Hartley, K., 2016. Untangling approaches to management and leadership across systems of
medical education. BMC health services research. 16(2). p.180.
Jacobsen, C. B. and Bøgh Andersen, L., 2015. Is leadership in the eye of the beholder? A study
of intended and perceived leadership practices and organizational performance. Public
Administration Review. 75(6). pp.829-841.
Rivera-Ruiz, I. and Ferrer-Moreno, E., 2015. The relationship between strategic leadership,
human IT infrastructure, project management, project success, and firm
performance. International Journal of Information, Business and Management. 7(2).
p.77.
Schwalbe, K., 2015. Information technology project management. Cengage Learning.
Schwarz, G., and et.al., 2016. Servant leadership and follower job performance: The mediating
effect of public service motivation. Public Administration. 94(4). pp.1025-1041.
Wünderlich, N. V., and et.al., 2015. “Futurizing” smart service: implications for service
researchers and managers. Journal of Services Marketing. 29(6/7). pp.442-447.
Online
Role of leader. 2019. [Online]. Available through:
<https://study.com/academy/lesson/leadership-leaders-their-role-in-organizations.html>\
Change management system. 2019. [Online]. Available thr ough:
<https://www.citi.co.uk/blogs/change-management/types-of-change-management/>
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