Leadership and Management for Service Industries

This document explores the concepts of leadership and management in service industries. It discusses different leadership styles, management theories, and factors that influence management styles. It also provides insights into the skills required for effective management and leadership in the service industry. The document focuses on the case of London Hilton on Park Lane, a 5-star hotel in the UK.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
P1 Classical management............................................................................................................3
P2 The role of the leader and different leadership styles............................................................4
P5 Review of the management and leadership styles ................................................................6
P4 Internal and external factors that influence management styles............................................7
P5 Current management and leadership hard and soft skills......................................................9
P6 Future management and leadership skills ...........................................................................11
P7 Compare and contrast different service industry organisation............................................12
Conclusion.....................................................................................................................................14
References.................................................................................................................................15

INTRODUCTION
Leadership is a process where a leader guide, direct, and manage all the task and lead the
team towards their organizational goal. Leadership management refers to a process where
managers and leaders try to induce, motivate all his or her subordinates to work with zeal and
confidence. Managing all the activities of the business and organization. Managers perform his
or her duties which need control over the subordinates and team towards a specific goal or
objective.
The London Hilton on Park Laneis UK based 5 star hotels serving in hospitality industry. With
now of total rooms of 453 and suits of 56. London Hilton on Park Laneis also received a royal
warrant from the prince of wales for its banquet's excellent catering services. London Hilton on
Park Laneis is a very famous hotel and listed among the best hotel in London.
LO1
P1 Management theory and leadership theory
Management theories are guide book for the managers and leaders to manage whole
organization and work accordingly with aim to achieve specific goal of the organization, these
theories help the managers to run their organization and managers assist employees to work in
effective and efficient manner.
There are few theories which are as follows:
Transactional leadership: Transactional leadership can be followed by leaders in organization
in which they reward employees for better performance and they also punish workers when they
do not follow task properly. This helps them in raising effective talent. This can also support
hotel Hilton in increasing their efficiency.
Transformational leadership: In this type of leadership, leaders of hotel Hilton are engaged in
aspiring, motivating workers to perform better, this supports them in increasing efefciency of
workers. It leads to effective talent management in company. (Shek and Lin, 2015.) , Also by tis
type of leadership style employees stays motivated and they also reach out their aims and
objectives. It supports them un growing. In order to reach a specific point, prosperity and success
of the organization is depended on the employees and management and by working with each
other every employee should work in harmony and avoid mismanagement in the
organization(Angulo, S.G., 2018.) .

Situational leadership: In this type of leadership style, leaders must have engaged in acting as
per the situation. They must be flexible; this will support them in effective talent management.
This will also support hotel Hilton in their growth. In service industry there the employees
working in harmony is very important for success of the organization. Every group should work
together and with a positive attitude for their work and towards the organizations. that employees
of every organization is the strength for the managers and these employees should work with aim
to achieve organizations goal, and if employees did not support with the positive attitude
(Gibson, and Parkman, 2018.). The concept of mental revolution defines that the growth of
organization depends upon employees. this priciple states that cooperation where all employees,
superior and subordinates work for the organisation and aim to acheive the main objective so it is
not about one person adn his or powers.
Development of every employees is necessary and for the growth of the employees in workforce
to take every employees to the maximum growth.
Behavioral Management Theory – Behavioral theory is given by Elton mayo it states that the
behavior of the employees have a impact on the organization by their behavior(Shamim, S., Cang,
S. and Yu, H., 2019.) I . This theory believed that for a better understanding of human behavior at
workforce in service industry employees plays a very important role in the organization where
behavior of every worker should positive and motivation, conflict, expectations and these
dynamic of any group will increase the productivity. Conclusion of this theory says that
motivation help to relocate the behavior of the employees which puts an effective image of the
organization
P2 The role of the leader and different leadership styles
Leader is the person who leads his or her team from the front and manage all tasks and
activities as a group is called as leader.
Role of leader- there are three main roles of any leader are as follows:
Aligning people towards the vision the main role where leader have to perform for the
organization(Shamim, Cang and Yu 2019.) I. In service sector leader roles are similar in all
sectors of the business . The main task of every leader to align all the employees and always
describe them, motivate them about the main vision of the organization . For implementation, the

leaders has a vision towards vision. Vision, mission is always the first priority and key people in
the service industry like managers of hotel and restaurants through there silks and charisma.
Rewards is the motivation strategy for make people or employees to do what the leader wants
them to do. Inspire trust, leader should build his trust among the employees or with his team and
be credible leader that employees choose him and follow him both his or her characters and
competence. Execute strategy, leader is the person who ensures that every strategy that he or she
used in this organization that clearly define where leaders teams is going and on which strategy
there results with and through employees using disciplined process.
There are few styles of leadership area follows
1. Democratic leadership: is a commonly effective and mostly used leadership styles in the
service sector and in every sector in restaurant and hotel industry this is used as an
effective tool and also this tool or style of leadership is mostly used in these sectors
where leadership is most effective because it allows at every level of employees with
there opinion all strategies are made wisely and in board meeting decisions can be made.
2. Autocratic leadership: is a rarely used and less effective style in the leadership this style
is the inverse of the democratic style of leadership where in service sector this style of
leadership is rarely used as because for the important decision there is no need of
employees and there consult is not the issue for them and leaders are autocrat who did not
need any employees for the direction for the business(Tuan, L.T., 2018.) . This leadership
in not appropriate and this leadership style is not successful as others.
3. Laissez – faire leadership : this leadership style is sometime effective when the leader of
the team is not effective so employees took all the care of the business. In service sector
some of the restaurant are in the list where there owner is fully dependent on the
employees where employees make all policies for the service to the customer.
4. Strategic planning - plan made by the leader for organization strategy leader sit at the
companies main operations and discuss there growth while ensuring that current working
conditions of the organization will remain stable for everyone else(Ling, Q., Liu, F. and Wu,
X., 2017.) .. It is the commonly effective leadership style, more often used in the service
sector.

P5 Review of the management and leadership styles
The manager and leader is important for the success of the organization. The smooth working of
a hotel depends on the abilities of its manager and leader the impact of the leader can be positive
and negative.
Positive impact
 The leader and manager styles play an effective impact over the success of the
organization(Firdauz, A.M., Sapri, M. and Mohammad, I.S., 2015.) . The plays all the
necessary activities that require for the success of the business.
 The leader requires motivating the employees for the success and manager analyze the
proper and effective working of the organization.
 The hotel Hilton is needs the management and leadership skills for their day to day
business activities .
 The skills of leader and manager helps hotel Hilton in the management of their front
office staff, housekeeping all other activities of the business.
 This styles of leadership help manager to share their abilities and skills with the
subordinates.\
 The leader and manager plays a positive impact in decision making, preparing a schedule
for the business.
 This styles help the manager and leaders to for preparing the strategy for the business.
Negative impact
 Due to superior and subordinate relation it plays a negative impact over the employees.
 If the leader is not effective towards the business then the employees are also not serious
about their work.
 If any mismanagement occurs in scheduling or any other activities of business then it
will affect the success of the hotel.
 The negative attitude of the manager leaves a negative impact over the working
employees.

P4 Internal and external factors that influence management styles
Management of a team, human resource, physical and financial activities of a hotel is
important
for the smooth working of the organization the management styles of a manager is affected by
the internal and external factors of the organization
Internal Factors
Internal factors means all the activities inside the organization that effect the management
styles of a manager of hotel Hilton(Alhelalat, J.A., 2015.) . This includes the Culture, employees,
values, resources of the organization. Some of internal factors that influence the decision making
of a manager.
Culture
Culture of hotel Hilton effects the management of the hotel. The manager needs to
manage his employees according to company culture. Culture of the hotel is important for
manager for the success of the hotel its become tough for a manager to understand the culture of
the hotel and to manage all other activities of the hotel. The employees need to manage
according to the culture but it effects the behavior of employees towards work.
Employees
Employees are most important for the development of the organization and in hotel
Hilton all the day to day activities are to be done by employees of hotel. The proper management
of employees is important for the achievement of daily task(Fouad, M., 2019.) . Management is a
continuous process and if the manager is lazy and ineffective towards his work then the
employees also get demotivated towards their work.
Resources of the organization
Resources of the organization plays an important role in working of the organization and
decision making of the manager. In hotel Hilton the manager needs to know about the resources
available to them like equipment air conditioner, rooms available in hotel, front office staff,
machinery, food products all this resources of hotel helps a manager to know how much efforts
are required to manage the working of the hotel.
Organization goodwill
The image of a hotel plays an important role for the success of their business. If hotel has
a good image in the minds of the customers the positive image reduces the efforts of a manager

because no need to give brief introduction to customers about the hotel and if negative impact
over the customers then manager needs to keep an eye on each and every activity of the hotel
carefully.
External factors
The outside activities that effects the working of the hotel Hilton. In this the manager
need to continuously analyse external take decision according to that analysis the following
external that effect the management styles are as follows
Political environment
In the political factor the manager of hotel Hilton needs to know the government
interference in the hotel business taxation policy over hotel products, consumer laws this all
factors influence an effective decision making of the manager he needs to understand activities
of government towards hotel business.
Economic factors
The economic factors shows the analysis of the economic system where a hotel operate
their business(Lu, D. and Zhu, W., 2019,). In this manager of Hilton hotel analyse the prices of
resources in market Interest rates of government towards hotel business income of customers to
know they able to afford their hotel or not what consumers preference is how much they want to
spend.
Social factors
The social factors must be analysed by the manager to know their services effect over the
culture, value taste and preference of the customers. The manager needs to make changes in
their hotel after predicting the consumer needs.
Technological factors
The manager of hotel Hilton needs to analyse the technological factors to know the
changes in technology and innovation in market. The manager has to prepare the new technology
and strategy for their business. The changes in strategy increases the burden over managers to
get their employees familiar to those technologies.
Legal factors
When a hotel operates in different environment then the manager needs to know the legal
laws that effect their business. The laws are consumer laws, employement laws and many more

this laws are analysed by the manager and effective strategy are prepared for the smooth working
of the organization
Environmental factors
The analysis of environment where hotel operates is important for the success of the
business. The manager needs to know the climate change, pollution, prices of raw materials also
changes due to climate change the cost of electricity effects the strategy of the manager.
P5 Current management and leadership hard and soft skills
Hard and soft skills both are equal important for the manager and leader towards the
success of the business
Hard skills
The hard skills are the special abilities in the manager and leader which are not so unique
in others those skills(Truong, K. and Li, Y., 2017.). These skills are most essential for the success of
the business are as follows
Hard communication skills
The manager and leader of a hotel Hilton is just not be polite and good with workers they
need to be tough and strict if require they have to give warnings to employees if any problem
occurs due to them they have to communicate each and every information to their employees.
Technological skills
The manager and leader of hotel Hilton needs to know basic computer skills and
knowledge if their hotel is using some different type of application then they have to know how
this application operates.
Design
The manager and leader have the ability to design the strategies for their business like in
hotel Hilton the leader and manager have the ability to design the schedule of their employees
and how the guest arrive in their hotel.
Data management
In hotel like Hilton the manager and leader must be able to manage data about the guest
about the profit and lose of the business, The data about the position of their store rooms how
much raw material they have in their hotel(Marquis, M., 2017, June.). Data about competitors
business about their marketing skills.

Financial planning
The manager must have the ability to manage and plan about the funds like how much to
be invested in hotel, about the upcoming targets of the hotel how much they want to earn their
ability to spend over their employees.
Soft skills
The soft skills are basic skills that require for operating a business. They are unique skills
for the manager and leader are as follows
Communication skills
Communication skills of manager and leader plays a large impact in hotel industry. The
leader and manager in hotel Hilton must have the effective communication skills. Whenever the
guest arrives the first impact over the guest is your communication skills like how a manager
inform a guest about the hotel qualities the facilities provided to them the communication attracts
the customer towards the hotel.
Leadership skills
The leadership is important to manage day to day activities of the business. The leader is
a person who motivates his employeesBush, T., Bell, L. and Middlewood, D. eds., 2019.) . In hotel
Hilton the leader needs to regular coordinate with his employees about their working help them
if any problem arises inform them and teach them about their work.
Decision making
The decision making is a most important task for a manager and leader. This task
involves planning for the operation in the business. In Hilton the manager and leader needs to
make important decision about their business, their guests , staff. This decision will influence
the flow of the business
Creativity
The manager and leader of hotel Hilton must be creative towards their work. Always
introduce new strategies and innovation to the work. Their creative thinking will help the hotel to
grow on a large scale.
Team working
A leader in hotel Hilton has the abilities of team working. Motivate and influence
employees to work together this motivation will help their business to achieve their goals.
Time management skills

This skill is one of the most important skills for the hotel business. The manager needs to
prepare a schedule of the employees, decide their shifts in work. Prepare the time table for their
employees.
Problem solving
A leader in hotel Hilton solve problem like a problem between employees, employees
and management and solve this problem. If any problem arises to guests them immediate
solution of the problem.
P6 Future management and leadership skills
The hotel Hilton is a developing business and expanding their business day by day. For the
growth of their business they have to prepare management and leadership skills that manage their
organization work. This skills for effective management and leadership are as follows
Interpersonal skills
The interpersonal skills of a manager shows how he interacts with his subordinate. In
hotel Hilton the manager and leader they are working for the people in the organization and to
get work done from the employees the manager not only give orders or guide them also needs to
build a relation with them know about their personal life, analyse their abilities the main motive
to build this relation is to earn respect from the employees(Patiar, A. and Wang, Y., 2016.) . This
helps managers to achieve the objectives and completion of task on time.
Forward planning and strategic thinking
The managers focus is always on the future by developing today. The manager must
needs to think strategic to plan for the future. The manager of hotel Hilton will always prepare
strategies for the development of the organisation prepare strategies for the development of the
organisation goals(McCaffery, P., 2018.) . This strategies about improving facilities of hotel, about
the working of the hotel, strategies for the employees. The strategies are to be prepared keeping
in mind future and plan according to that for future achievements.
Mentoring
Mentoring is one of the most tough task for the manager. In hotel Hilton the manager
needs to mentor the subordinate share the skills and abilities with the other employees. Share
their knowledge on business activities with their subordinates.
Commercial awareness

Commercial awareness is the skill of manager and leader which will be one of the best
and effective skill for the business to develop in the future. In hotel Hilton the manager must
have the knowledge about the objectives of the hotel that they want to achieve. They have to
know about the environmental and economic issues that can effect the success of the business.
Knowledge about the facilities provided by the competitors their marketing skills.
Delegation
Delegation skill of the manager is one of the most effective skill for the development of
the business. In hotel Hilton the manager needs to know the abilities and skills of each and every
employees of the hotel and assign the task to the employees according to their skills this makes
an effective utilisation of the employees and helps in development of the hotel.
Adaptability and flexibility
The manager and leader of hotel Hilton will able to adapt a work environment. If the
work environment of hotel change or the change in climate of a place where business operates
then the manager must have ability to adjust to those condition and flexible to work effectively to
those changing situations.
P7 Compare and contrast different service industry organisation
Basis Hotel Hilton TESCO

Technological changes Hilton is a hospitality industry
the changes in their technology
will affect the working of their
management and leadership
styles. Due to technological up
gradation in hotel industry.
The guests are able to manage
all the activities on their phone
with the help of the
application(Gopee, N. and
Galloway, J., 2017.). With help
of location services the guests
are easily able locate the hotel
Tesco is a retail industry and
the changes in the technology
will affect their management
and leadership styles. Tesco
shifts the large amount of
business online with facilities
like online payment system or
order online the work of leader
and manager becomes easy it
improves the sales and
increases the sales of the
organization..
Structural and culture change The culture of the organization
effects the success of the hotel
the culture effects the working
of the manager and leader. The
manager has to analyse the
values of the company
implement the values in the
work. The structure of the
organization is important for
the manager to take decision
on behalf of that structure
Tesco needs to analyze the
culture of the organization.
The manager and leader in
Tesco work according to
culture of the organization and
according to the prefrence of
the customers
Decision making The leader and manager in
Hilton has to take decision on
the basis of their customer
preference, on the basis of the
efforts of their employees.
In Tesco the leader and
manager take decision on
behalf of the competitors
analysis, decision regarding
the schedule, planning for
future.

Environmental change The change in environment
effects the business of hotel
both negative and positive
ways. The environment is
where hotel operates is
suitable to guests then the
work load over the managers
increases and their
responsibilities also increases.
The environmental change in
Tesco effects the activities of
their managers and leaders the
products are affected by those
changes.
Change in prices The change in prices of raw
materials that uses in hotels,
changes in the government
interest over hotel industry,
increase in taxes
The change in the prices of the
food products, increase in
price by the supplier and the
increase in price of energy this
all factors makes managers to
change the strategies and
develop new plans for their
business.
Economic changes The economic changes effect
the leadership and
management styles of the
manager of the Hilton they
have to analyze the income
level and employment level of
people to know who their
customers are how much of
them can afford their product
The economic changes effect
Tesco by the government
intervention over interest rates
of the retail products. The
manager and leader need to
prepare the policies for their
business.

Conclusion
The leader and manager is one of the most important factors for the development of the
organisation. The leader works for motivating the employees creative thinking whereas manager
works to manage all the activities of the business, decision making . In this project we show how
leader and manager styles effects working of the hotel Hilton. The use of different syles with
help of Taylor theory and behaviour management theory shows the role of the manager. This
project shows the negative and positive impact on the employees and hard and soft skills used by
them. On the basis of this project we can say the leader and manager is important for the success
of the hotel Hilton and for effective working of the organization.
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