Leadership and Management in Service Industries

This document discusses different classical management theories and their application in service sector industries. It also explores the role of leaders and different leadership styles in the service sector. The document further analyzes the internal and external factors that influence management style and structure in organizations. It also examines the current leadership and management skills, both hard and soft, and discusses the future skills required in the service sector.

LEADERSHIP AND MANAGEMENT FOR
SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Different classical management theories and its application in service sector industries......1
P2 Role of leader and different leadership style in service sector industry.................................2
P3 Reviewing management leadership styles in service sector organization..............................3
LO2..................................................................................................................................................4
P4 Analyzing the internal and external factors which influence the management style and
structure in organization..............................................................................................................4
LO3..................................................................................................................................................5
P5 Analyzing current leadership and management skills "Hard and soft" skills in an
organization..................................................................................................................................5
P6 Future management and leadership skills required by the service sector organization..........6
LO4..................................................................................................................................................7
P7 Comparison and contrasting of different service industry organization.................................7
CONCLUSION ..............................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Leadership is the art of encouraging and motivating the people for achieving the
common goal. Management is the set of principles which relates to the functions of planning,
organization, directing and controlling the efforts of employees. Marriott international is an
American multinational diversified hospitality organization which manages a brand portfolio of
hotels and lodging facilities. Marriott provides premium quality services to its customers and it is
well known popular brand. The study will highlight different classical theories and their
application in different service sector. The report will highlight the role of leader and types of
leadership style which are used in service sector organization. Moreover the study will show the
internal and external factors which influences management styles. Further the report will shows
the future management and leadership skills which are required to be learned (Arshad and Su,
2015).
LO1
P1 Different classical management theories and its application in service sector industries.
There are various classical management for effective management of business operations
and are as follows:
Taylor's scientific management approach-
Scientific management theory- This theory uses data and measurements for making
organisations more effective. By analysing and evaluating the practices in quantitative terms
leaders are able to find out information and assist them in running business more profitability
and effectively. When this theory is applied in Marriott Hotel they can very well manage the
effective employees as it gives detail information about their performance and assist them in
managing (Arshad and Su, 2015).
Bureaucratic management theory- Bureaucratic management theory stresses out high degree
of division of labour. It defines the proper rules and regulations clearly assign the role and duties
of employees in organization. This theory can be helpful to Marriott Hotel as they want to
manage the talented workers in business, as by following this theory highly skilled employees
can be retain in organization, thus increasing the productivity. Talents in the business can be
maintained by the use of bureaucratic management as this theory focuses on managing practices
through which the talented workers can be managed (Bajaj and et.al., 2019).
1

Human relations theory- By applying this theory in Marriott Hotel the management can
become more human oriented, encouraging the capacities of employees to act creatively and
assist the management for bringing out the potential of employees. As by following human
relation theory talented workers can be managed by aligning the needs and requirements of
employee with the organizational needs and adopting different policies for mutual benefit (Bajaj
and et.al., 2019).
Contingency theory- According to this theory decisions are made on the bases of present
circumstances rather than following that practices which fits the all. Leaders take decision which
are best for the current situation. By applying this theory in the Marriott Hotel the productivity
can be increased as the decisions are taken which will best for organization. For example when
the performance of the employee is not very good from past ten days, so immediate decision will
be taken by the management. Thus, by applying contingency theory in Marriott Hotel employees
can be managed in an desired way. According to this theory the business analyse the situation of
employees and on the basis of that they make different practices for solving their issues (Brax
and et.al., 2017).
P2 Role of leader and different leadership style in service sector industry.
There are different role which leaders are performed by leaders and are as follows-
Setting a clear vision- It is the main of the leader to set the clear vision of the organization. A
good leader influence their employee to perform the duties by communicating the vision and
contribution of their role in the final outcome.
Motivating employees- It is the duty of the administrator to motivate the employees, this can be
done by fulfilling the needs of the employees. Various types of monetary and non monetary
rewards are provided by leaders of Marriott Hotel so that feel valued and performs well in their
job roles.
Acts as a friend, philosopher and guide- A good leader must have three traits in them, They
can be a friend to employee by sharing their feelings and emotions. Leader can be a philosopher
by utilizing their past experience and by guiding the employees when their is need. Leaders act
as guide by communicating and supervising the plans of company to employees. What are the
polices and plans of Marriott Hotel all are explained by the leaders so that they can understand
and performers their job roles (Brax and et.al., 2017).
2

Types of leadership styles-
Democratic leadership- This style is best style as in this the suggestions are taken from the
employees before making any decision. This style is effective for Marriott Hotel as more good
results can be taken by the leaders. This has impact on the workers in this sense that they feel
valued in the business and work more effectively, Thus by this Marriott Hotel can manage their
workers in an desired manner.
Autocratic leadership- This is the style in which all the decisions are taken by top authority,
there is no involvement of employees in decision making. Thus style is not very effective as
good results can not be taken and employees also feels less valued (Brax and et.al., 2017).
Supportive leadership- In this style leaders pay more attention to the needs of well-being of staff
by being friendly and empathetic with them. Leaders of always used to give respect to their staff
so that they feel happy and retain in the organisation for longer time.
Participative leadership- In this leadership style, administrator deems it essential to work with
staff and also includes ideas and opinion of the employees. Here leaders are open to discussions
and consultations, suggestions are taken from employees while decision making. This style is
only adopted by administrator in Marriott Hotel when workers are highly involved and they have
great knowledge. Thus, employees feels valued and stays in the business for longer time
(Chaudary, Zafar and Salman, 2015).
P3 Reviewing management leadership styles in service sector organisation.
The management style which is been followed in Marriott Hotel are-
Management by objectives- Management by objective is a personnel management technique in
which the managers and staff works together for achieving the goals of the organisation. This
results in this way that more desired results are carried by the Marriott Hotel. MBO is highly
managed activity by which the individual goals are co operated with the overall goals of Marriott
Hotel. This practice is followed in Marriott Hotel as goals are written annually and continuously
being monitored by managers so that the progress can be checked. Various types of rewards are
given to the people for performing well in the organization. Organization used to reward the
employees for their good performance and by this they can manage the effective employees in
organization (Cheng and et.al., 2016).
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Consultative- This style is best as it allows more discussion when compared to autocratic
management style. In this style leaders consults their employees in every situation but the final
decision is taken by the leaders only. This management style assist in creating loyalty of
employees as when they are included in decision making but those who are left out feels less
valued and left the job.
The leadership style which is been followed in Marriott Hotel are-
Democratic leadership- In Marriott Hotel this leadership style is been followed, this style is
best as before making any decision the suggestion are taken from the employee. The reason for
following this style is that the leader himself can not take desired decision so they take
suggestions from workers (Cheng and et.al., 2016). This style also creates good relations among
the managers and staff, thus results in increasing overall productivity. This has the negative
impact also as decision making becomes very slow and it may be inefficient at some times.
Transformational leadership- This is the leadership style in which administrator encourage,
motivates and inspires the employees and assist in creating the change which helps the business
in growing and shaping the future success of the organization. Thus style is followed in Marriott
Hotel as it foster good working environment with priorities, clear values and standards. This
leadership style provides coaching and guiding and also allows the employees to take decision
(Chin, 2015).
LO2
P4 Analyzing the internal and external factors which influence the management style and
structure in organization.
STRATEGIC analysis-
Internal factors-
Strength- Marriott Hotel has good employee retention. This impact the management styles as
when employee last for longer duration objectives can be easily achieved. The image of Marriott
Hotel in the market is very good as the leaders dot have to make new practices for promoting the
brand. Technical innovation for improving customer experience and consistence up gradation in
the business process. Good cooperation among workers in workplace. Thus this assist in
achieving the objectives of the organization (Chin, 2015).
Weaknesses- The market share of Marriott Hotel is limited in spite of the good brand image.
This impacts the management and leadership style that they have to make new policies and
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frameworks for expanding the business. Business operations are affected by change in
government rules and policies. As leaders also have to make changes according to the guidelines
of the government. Financial planning is not done in proper manner as leaders have to make
changes in the financial policies so that day to day business operations can be carried out in an
desired way (Devece, Palacios and Ribeiro-Navarrete, 2019).
External factors-
Opportunities- New customers can be gathered from online channels. Over the past years
company has invested large amount of money into online platform. By making the investment
sales of the business is increased. Change in taxation policy as new taxation policy can open new
opportunities for Marriott Hotel to increase the productivity. As when there is any change in the
policy of the government to leaders of Marriott Hotel also have to make changes according to
that so that desired results can be achieved. New technology can be used by the organization for
making the services fast. This impacts in this way that the leaders have to provided training
programs so that employee can learn how to work on new technology (Devece, Palacios and
Ribeiro-Navarrete, 2019).
Threats- Effective competition is there in market as there are various brands which are offering
same services at much lower prices. This can become potential threat to the brand. This impacts
the leadership style as they have to make new practices for sustaining in the market. The demand
for highly profitable goods is of seasonable nature and any uncertain activity during the peak
period impacts the profitability of the organization. Fir this administrator has to adopt new
measures so that the profitability of the Marriott Hotel can not get impacted (Dimitriou and
Schwepker Jr, 2019).
LO3
P5 Analyzing current leadership and management skills "Hard and soft" skills in an organization.
Soft skills- Soft skills refers to the abilities which are not so unique. The soft skill on which
Marriott Hotel give more emphasis are management skills and communication skills. The
administrator has great communication skills as by this healthy relations are maintained in the
organization. Administrator very well communicate with the staff and according to their needs
benefits are provided. The leader of Marriott Hotel has good oral and communication skills.
This skill is very important as without this the plans and practices of Marriott Hotel can not be
communicated to the workers in organization. Management skills plays an important role in the
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smooth functioning of the business, as without good management skills proper management can
not be done in the organization. The management skills includes planning, decision making,
problem solving etc (Dimitriou and Schwepker Jr, 2019). It is must for administrators to have
advance management skills so that the objectives can be properly planned and executed. Thus,
leading the organization towards productivity.
Hard skills- Hard skills are the set of abilities which are easily measurable. The types of skills
which are included in hard skills are marketing skills. The leader of Marriott Hotel must have
good marketing skills so that they can promote the services of hotel in an efficient way. This
skills is treated as hard skills as it is very tough skill which is not present in everyone. Through
this skill the services of business is reached to the public very fastly in an more organized
manner. Finance also comes under the category of hard skills, leaders must have good
knowledge of finance and accounting so that they can make effective financial plans and
policies. Thus, assisting in facing competition in effective manner (Gibbons and Hazy, 2017).
Listening is also an skill which comes under the category of hard skill, the leader of Marriott
Hotel must have good listening skill so that they can very well listen and understand the
requirement of customers and provide services according to that.
P6 Future management and leadership skills required by the service sector organization.
There are various skills which are required to be gain for better performance of the
business.
The management skills which are required to be learn for future are-
Understanding the technology- As today almost every work is done by the use of technology, so
it is must for leader to have knowledge about new technologies and how to use that. As when
leaders of Marriott Hotel have good knowledge about technology they can select which type of
technology can be used in organization in future and how technology will impact the business
operations. The administrator will gain the knowledge about latest technology through internet
and they can also take classes from tutors (Khanam, Siddiqui and Talib, 2016).
Good team management- Leader of Marriott Hotel must have team management skill. This skill
is important as without it the members of the group can not be maintained. This skill is must to
have in future so that there is less conflicts in the organization and more productivity can be
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generated by the teams. The administrator will learn this skill from their seniors they will take
suggestions from them and then implement them in the organization.
The leadership skills which are required to be learn for future are-
Clarity- Leaders must have to be clear about the goals of the organization. Leaders must have
clarity in their way of leading ie, what they are trying to communicate must be understand by the
employees (Khanam, Siddiqui and Talib, 2016). For improving this skill leaders will consult
that seniors, they will ask about how to have clarity in the leadership style so that the goals can
be achieved by the organization.
Commitment- Leaders must be committed towards the work as without it the business operations
can not be be carried out. They should do the work within the desired time limit so that good
results can be carried out by Marriott Hotel. For learning this skill the only thing which leader
can do is to watch and learn from the seniors, ie how much committed they were towards the
work and how they used to manage all the activities.
LO4
P7 Comparison and contrasting of different service industry organization.
Comparison of different service industry organization.
Marriott hotel
Marriott hotel is Marriott international flagship brand which offers premium quality services to
guest. The change in the organization will be implemented by applying Whipp's model of
emergent approach and are as follows-
Environmental assessment- Marriott hotel used to continuously monitor the internal and
external factors which impacts the working of the organization by using open learning systems.
They focus on analysing that what are the factors and how it can be minimized (Kim, 2018).
Human resources as assets and liabilities- Marriott hotel very well take of its employees as they
feel valued in the organization. Organization should respect their employees so that they feel
happy and reattain for lounger duration in the organization. Various of security benefits must be
provided to them so that they also feel secure.
Linking strategic and personal change- In Marriott hotel intentions are implemented and
transformed from time to time. as building of the operational activities is more powerful and it
can lead to make new strategic change. As there must be proper linkage between the strategic
and personal change and without it the change made can not give the desired results (Kim, 2018).
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Overall coherence- The change strategy made by Marriott hotel should be consistent as the goals
must be clearly defined. Changes made must be compatible with the environment and it should
provide a competitive advantage to the organisation.
Leadership style in implementing the change- The leadership style followed by Marriott hotel
is transformational leadership. As in this style employees are motivated and encouraged to make
effort for making change successful (Mittal and Dhar, 2016). This style is followed as it foster
good working environment with priorities, clear values and standards. Thus assist in making
change fruitful.
Hilton Hotel
Hilton hotel and resorts is a brand which provides different types of services to the guest. It is
one of the flagship brand of American multinational hospitality organization Hilton. the model
used in the organization for implementing the change is the Kurt Lewin change model which
involves three steps and such are as follows-
Unfreezing- This is the first step in which the operations of the organizations are stopped. In this
the way of thinking, people and procedures and organizational structure are properly examined
by the Hilton Hotel. The employees are given the detail about the change and how the change
will be implemented (Cheng and et.al., 2016).
Changing- Changing- At this step change are made in the organization, all those changes which
the management wants to implement are been made at this stage. during this stage new policies
and frameworks are made and new ways old working is implemented in Hilton Hotel. During
this step workers begins to learns the new behaviors, new practices and ways of thinking.
Refreezing- This is the final stage of this model in this all the changes made to the
organizational goals and objectives, structures are accepted and are are recreated. The author
found this stage is very important so that the people do not revert back to the older ways of
working ore doing any activity which is prior to the implemented change. Efforts are made by
Hilton Hotel so that the change made could not be is loss and organization can lead to
productivity (Oshagbemi, 2017).
Leadership style in implementing the change- The leadership style which is used for
implementing the change is the democratic leadership style. Employees are included in decision
making and through this the change is successfully implemented by the organization.
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CONCLUSION
From the above study it is concluded that leaders play an important role in the smooth
functioning of the organization. Leaders sets a goal for the organization and makes practices for
achieving the goals. It is the duty of the leader to motivate and encourage the employees so that
they can perform well, assisting in increasing the overall productivity of the organization.
Further the report concludes about the various leadership style as in democratic leadership style
suggestion are taken from the employee and they are also involved in the final decision making.
Thus this style is best as from this effective decision is taken by the leaders.
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REFERENCES
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