Leadership and Management in Service Industries

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