Leadership and Management for Service Industries

Leadership and
Management for
Service Industries

Table of Contents
Introduction......................................................................................................................................3
Main Body.......................................................................................................................................3
P1 Classical management theories\.............................................................................................3
P2 Role of leader and different leadership styles........................................................................4
P3 Management and leadership styles in Rosewood hotels........................................................5
P4 Internal and external factors of Premier Inn Hotels...............................................................6
P5 Current management and leadership ‘hard’ and ‘soft’ skills..................................................8
P6 Future leadership and management skills required by Premier Inn hotel..............................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11

Introduction
Leadership and management in service industries like hotels and many more are
consider with more responsibilities because their whole business are depend on efficiency of
services which they provide to their customers (Konovalova and et. al., 2018). It is important for
this industry to manage their employees well and arrange resources properly to achieve success.
Leadership is the skill where a leader work with employees and make decisions for employee’s
benefits and on the other hand management is the skill where managers take decisions for
organisational benefit and assign task related to employee’s skills. Premier Inn hotel is founded
by its parent company Whitbread in the year 1987. It is headquartered in Dunstable, England,
UK. The following report covers classical management theories in service sector, role of leader
and different leadership styles, internal and external factors impacting upon hospitality sector,
hard and soft management skills, future management skills, comparison of two different
companies from same sector to identify the change management impact upon them.
Main Body
P1 Classical management theories\
Bureaucracy management theory- It defines rules of the organisation, relationship
between management team and employees, procedures of doing work and rigid hierarchy of
senior authority (Franco and et. al., 2020). Few features of this theory are explained below in
context of Premier Inn hotel-
 Division of work- Here, the work is divided according to the specialization of
employees. In context of Premier Inn hotel, they use this method where the hire
employees according to their specialization needs like marketing specialist is assigned in
marketing department and given the work of marketing field only.
 Hierarchy- Here, the jobs roles are positioned in a vertical way from top to bottom. This
method is essential to identify who will report to whom in organisation (Elfimova and
Radishauskas, 2018). In Premier Inn hotel, every department has a manager like
marketing manager, finance manager, HR manager and many more which manage their
department employees and their department employees report to these managers and then
this manager’s report to another senior authority.

Scientific management theory- This theory assumes that there is only one way doing
work effectively. Here, the main focus is on increasing productivity rather than benefits to
employees. This theory suggests that while increasing the efficiency of workers the productivity
of organisation automatically increased (Gupta, 2019). In Premier Inn hotel, they pay attention to
their productivity by accepting booking from clients and serving those best facilities but there is
no need to put much work load on employees for increasing productivity.
P2 Role of leader and different leadership styles
Roles of a good leader in context of Premier Inn hotel are explained below-
 Motivate and inspire employees- This is the main role of a leader to motivate their
employees to perform well and influence them to achieve organisational goal for the
benefit of both, organisation as well for them. Premier Inn leaders motivate their
employees by rewarding them for their good work and providing them training for their
bad performance.
 Representative of workforce- This is another role of leaders. Leaders are assigned for
employees only so that leaders can represent employee’s needs and wants in front of
senior authority.
 Improve the performance of workers- Leaders have eyes on each worker and keep
records for their workers that which worker is performing well and which are not (Pham,
Tučková and Jabbour, 2019). In Premier Inn hotel, their leaders are the main reason to
increase the performance of their employees because they recognize low performing
people and ask them for their bad performance. In case they found any obstacle from
organisational side then they remove it and in case they found lack of skills in employees
then they send them for training session.
Some of the leadership styles are explained below-
 Autocratic leadership style- This leadership style states that all decisions are taken by
leader alone and there is no involvement of employees. This type of leadership style is
beneficial in quick decision making process where urgent decisions are made in less time.
 Democratic leadership style- This is that leadership style where leaders and employees
work together to make a single decision. Here, leaders involve workers suggestions in
every decision which they made (GORYUSHKINA and et. al., 2019). In Premier Inn
hotel they take suggestions from their employees to make any changes in their hotel