Leadership and Management for Service Industries

Leadership and Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK1.............................................................................................................................................4
P1 Classical management theories and its application in Marriott.............................................4
P2 Role of leader and different leadership styles in service sector industry...............................5
P3 Management and leadership styles performed in Marriott....................................................6
P4 Internal and external factors which influences management styles and structures in
Marriott.......................................................................................................................................7
P5 Current management and leadership hard and soft skills in Marriott....................................8
P6 Future management and leadership skills required and ways for their achievement...........10
P7) compare and contrast different services industry organisations ........................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership and management are the core areas performed by individuals to achieve
success in an organisation. These are the key functions which help in organising and
implementing various activities leading to successful achievement of tasks. It plays an important
role in service industry within core areas such as administration, promotion and communication,
supply chain and distribution, operation and management control etc. Leadership and
management role helps in guiding and directing people to achieve common goal in a company. It
motivates and inspire people for achieving their task effectively. It influences people behaviour
with incorporation of various leadership styles and management principles. It is essential for
leading and managing talent for sustaining employees with outstanding performance resulting in
long term business performance. Service industry involves high level of customer participation,
integrated or simultaneous process of production and consumption and lack of uniformity in the
measurement of quality performance (Bavik, 2020). Furthermore, it is important for analysing
high level of employee interaction and personality resulting in high quality services and
customer satisfaction. Marriott is an American hospitality brand which operates globally in
different countries. It provides a wide range of services with large portfolio of hotels and lodging
services. This report includes management theories and leadership styles required in service
sector industry. Also, it includes various factors influencing style and structure with required
skills in current and future management for service sector.
TASK1
P1 Classical management theories and its application in Marriott
Management theories are the perspectives of various management leaders such as Taylor,
Weber and Fayol. These theorists have framed bureaucratic, scientific, behavioural and human
relations theories. It focuses on improving efficiency of employees and overall productivity with
the help of quantitative methods. These are as following:
Scientific management theory- In this Frederik Taylor has developed various
techniques and principles for assessing work performance scientifically. He focuses on
improving employees efficiency and productivity with four principles and labour productivity
measuring techniques. These are as following

Finding one best method for completing task scientifically. In this one best way is
determine to perform the job efficiently instead of leading through rule of thumb method. In
which workers implement their own methods for completing the task. It helps in reducing
wastages and improving organisation productivity.
He focuses on hiring competent workers for each job and provide complete training to
reach their maximum efficiency.
Monitoring workers performance and providing instructions or training when required.
This help them in channelising resources optimally resulting in enhanced productivity and
Division of work properly between management and workers for successful completion
of task. This helps in division of roles effectively as per their competencies.
Hospitality industries are the most demanding sector which is depended on the
effectiveness of workers. Industry majorly focuses on delivering effective customer services with
the help of competent workers. Scientific theory has major role in the operation of hospitality
sector for effective management of workers. This leads to utilisation of scientific principles and
techniques (Chin, 2015).
Bureaucratic management theory- In this Max Weber developed organisational
structures and focuses on clear rules of governance. It includes various principles such as chain
of command, rules and regulations, division of labour and documentation. It focuses on creating
effective structures which helps in developing set of standards and procedures which are core
areas for achieving success. This theory has high relevance on the performance of service sector
leading to clear levels of hierarchy for better communication. It helps organisation in structuring
jobs and roles of employees with effective chain of command leading better relationship between
subordinate and higher authority.
Human relations theory- This theory established by Elton Mayo, was focused on
improvement of human relations with enhanced productivity. After this it resulted into human
relation movement leading to revolution in various industries. He focuses on changing working
conditions leading to better facilities such as lighting, working hours, healthy environment and
formation of policies etc (Dhar, 2016). This help in improvement of working performance and
productivity due to providing more attention to employees needs and making them feel valued.
In current organisation employees are considered as an important resource for achievement of