Leadership and Management for Service Industries

This report analyzes leadership and management styles in the service industry, focusing on Hazav, a restaurant chain with 21 operations. It examines classical management theories, the role of leaders, and the impact of internal and external factors on management style. The report also explores the current and future leadership skills required by Hazav, comparing different management styles in the service industry.

Leadership and Management for
Service Industries

Table of Contents
Introduction .....................................................................................................................................3
Task 1...............................................................................................................................................4
P1 Classical management theories..............................................................................................4
P2. Role of leader and leadership style.......................................................................................6
P3 Review of management and leadership style.........................................................................8
Task 2...............................................................................................................................................9
P4. Internal and external factors which effects the management style and structure of the
company......................................................................................................................................9
Task 3.............................................................................................................................................10
P5. The current management and leadership skill pertaining in the organisation.....................10
P6. Future management and leadership skills required by the Hazav ......................................12
Task 4.............................................................................................................................................13
P7. Comparison on the basis of management style ..................................................................13
Conclusion......................................................................................................................................15
Reference........................................................................................................................................16

Introduction
Leadership is both a research area and a practical skill encompassing the ability of an
individual or organization to "lead" or guide other individuals, teams, or entire organizations.
Hazav starts its partnership with three restaurants has 21 operations. They apply digital
technology in their restaurant for smooth working and expand their channels. These report
explain the different classical management theories and their implication in the organisation. It
also explains the role of leader in service sector and the leadership style followed by the leaders
in the organisation. It highlights the benefits and limitation of management and leadership style
in the restaurant. It emphasis the impacts of digital marketing with respect of external and
internal factors. It highlights the soft and hard skills of management and leadership and their
impact and requirement in future decision making process. It gives an overview of comparison of
management style in different service industry.
Task 1
P1 Classical management theories
. Different manager provides their classical view known as classical management theories
such as scientific, administrative and bureaucratic etc.
Scientific management theory
The purpose of scientific management theory is to select the best way to do the task.
Different scientist done various experiment to find the best way. F.W. Taylor was the one of
them who was known as father of management. Taylor focus on to improve the relation of
employee and management to increase the efficiency (Dahlgaard-Park and et.al., 2018). The
principle of Taylor helps to understand that how to choose the best way. The principles are:
 Science, not rule of Thumb
 Harmony, not discard
 Mental revolution
 Cooperation, not individualism
 Development of each and every person to the greatest efficiency and prosperity
Administrative theory
The purpose of administrative theory is to organise things in a proper and systematic way.
Henry Fayol give 14 principles to improve the performance and the productivity. The main

function of administrative are planning, organising, staffing, directing and controlling. These
principles are general guideline for decision making and administration. These are based on the
observation and the management practice (Kovach 2018). The 14 principles are:
 Division of work
 Authority and responsibility
 Discipline
 Unity of command
 Unity of direction
 Subordination of individual interest
 Remuneration
 The degree of centralization
 Scaler chain
 Order
 Equity
 Esprit the cop
 Stability of tenure of Personnel
 Initiative
Bureaucratic Theory
Bureaucratic theory is another management theory. The purpose is to work in a hierarchy
structure. In hierarchy each group of employee has to report to higher authority. Henry Fayol and
Max Weber are the main two scientists who work on the Bureaucratic theory. Weber defines in
the theory that each employee has to be awarded according to their work (Marsden and Sezer
2018). . It helps to command all the three restaurant Hazav, Haz and Tas. It also helps in
applying the digital technology in operation and marketing department. It helps Hazavmanager to
centralize their work and remunerate the staff according to their work.
P2. Role of leader and leadership style
Role of leader
The responsibility of leader is to manage the relationship of employee and the
organisation. Leader has to perform various task in the organisation.
Leader is the representative of the organisation. The role of leader is to communicate the
information from managers to employees and employees to manager. The manager of Hazav

makes sure to communicate the essential information to their partners to increase the productivity
of the restaurant.
Leadership is the function of directing. They focus on team work, motivation, inspiration and in
building the relationship. The manager of Hazav provides proper guideline to their staff and
delegate their work. They maintain the harmony in the restaurant to get effective result.
Leaders provide training to the team member to serve better services to the customer in the
restaurant. They help the members to learn new things and improve their relation with others.
They create vision for the team members and the organisation. The Hazav manager also helps
their employee to achieve the individual goal with the organisational goal. They measure the
performance of each employee and assign work according to their capabilities (Cunningham,
Salomone and Wielgus 2015).
Leadership style
It is an approach to provide direction, motivation and implementation of the plan. It is the pattern
or action of work to be performed by leader. There are different leadership style performed by
leader in the organisation. Autocratic leadership style give full power to the leader to make the
decision without any consultation with team member and subordinates. Democratic leadership
style is participative in nature. They involve team member in decision making process and they
follow upward to downward communication. In coaching leadership style they indirectly lead the
team member. They work as coach or leader in the firm. Transformational leadership style helps
to focus on setting the high goals for members with strict deadline. Laissez leadership style
delegate the work and let the employee to work in their own way. In this style employee get the
maximum scope of innovation.
follow flexible leadership. The leaders work as a friend and employee too. style in their
restaurant. They involve team member in decision making process. It is also known as
participative leadership style. Hazav delegates their work in staff and motivate employees to
achieve the organisational goal. They also provide opportunity to the employees to involve in
decisions, give feedback, opinion and innovative ideas in providing better services to customer or
any changes in menu of the restaurant.

P3 Review of management and leadership style
In Hazav there is supportive environment. Manager help there employees and train them in
different areas like in food servicing, online order and delivery, online operational work etc. they
follow flexible leadership style in their organisation.
Advantages of democratic leadership
Long term benefit: Democratic leadership provide long term benefit to the organisation.
It engages team member in decisions and motivate them to work together. It empowers team
members with efficient resources to work efficiently.
Solve complex problem: It helps Hazavto solve the complex problem of the
organisation. It empowers team member to give multiple solution which help Hazav to get the
effective solution.
Build strong team: Democratic leadership build strong team in the organisation by
giving ample opportunities to staff. Employee feels valuable in the academy. They are more
reliable toward the goal. Hazavencourage their employees to work in a team with honesty.
Creative idea: Hazavencourages employees to give innovative ideas and think outside of
the box. It also allows employee to set their own plan or standard to evaluate their performance.
Disadvantages of democratic leadership style
Time consuming: In democratic leadership style employee give different opinion
regarding the problems. It takes time in reviewing each and every solution and then implement
the solution in the restaurant.
Create negative emotion: Hazav can only choose one solution for any problem which
make other employees to feel ignored. It highlights the skills of some strong personality member
and select their useful ideas. Other employees feel non-productive in the organisation and stop
themselves to participate in decision making process which indirectly reduce the productivity
(Slater 2015).
It tends to feel regret: Sometime Hazav feel regret to apply democratic leadership style in
the organisation. The involvement of team member in decisions making process may create
problems of data leakage in the firm. Sometime they also feel that team member are interfering
in decisions.

Task 2
P4. Internal and external factors which effects the management style and structure of the
company
The internal factors such as employees and managers, money and resources, company
culture and the external factors such as economy, competition from other business, politics and
government policy, customer and suppliers can greatly affect the working of the organisation as
well as the management style.
In the success of any business the employees of the company play an important role. The
employees of the organisation should be good with the co-workers and they must be good in their
job, managers should be efficient in decision making and handling the other part of the
organisation. The managers should take the appropriate steps towards the success of the
organisation. The Managers of the working for the restaurant chain has made the use of digital
technology in order to promote the restaurant, the finance manager, the marketing manager and
the restaurant managers have made the use of technology in order to run the business more
effectively the actions taken by the employee will lead the organisation toward the success. The
managers of the chain are good in making the use of resources in efficient manner the digital use
of digital technology helps in the promotion of restaurant and monitoring the different restaurant.
Culture of the organisation also defines the success of the organisation if the work culture in the
organisation is friendly the employees feel more comfortable and enthusiastic which can be seen
in their work. Hazav academy has a friendly work culture all the employees shows teamwork and
cooperate with each other.
The various government policies which affect the working of the company:
 Government taxation and spending: The government taxation for production, processing,
importing, catering, retailing and packaging can affect the working of a company.
 The changes in the political environment can also hamper the speed of the organisation.
 The various legal factors such as health and safety law, employment law, contract law,
company law can affect the company (Chen, 2017).
 The company can face such external factors. The management body of the company has
to take the steps and make the new strategies by keeping in mind these rules and
regulation.

Task 3
P5. The current management and leadership skill pertaining in the organisation
(covered in PPT)
P6. Future management and leadership skills required by the Hazav
(covered in PPT)
Task 4
P7. Comparison on the basis of management style
(covered in PPT)
Conclusion
There are various leadership styles but from the study it can be seen that the democratic style is
best among the other as it give equal opportunities to the employees' and maintain the friendly
work culture in the company. The company is efficient as the managers are highly skilled and
have proper knowledge about the current scenario and are able to take steps accordingly to
achieve the organisation goal. A leader should have the proper balance of hard ans soft skills in
order to be successful as the proper balance of knowledge and behaviour help the person to
cooperate, guide and motivate subordinates.

References
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Marsden, D. and Sezer, L.A., 2018. The Influence of Management Style and Quality on the
Operation of Incentive Pay: School Teachers' Performance Pay in England and Wales
2014-2015.
Cunningham, J., Salomone, J. and Wielgus, N., 2015. Project Management Leadership Style: A
Team Member Perspective. International Journal of Global Business. 8(2).
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In Marketing Dynamism & Sustainability: Things Change, Things Stay the Same… (pp.
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