Leadership and Management in Service Industries

This report explores the concepts of leadership and management in service industries, focusing on classical management theories, leadership styles, and the influence of internal and external factors on management styles and structures. It also reviews the role of leaders in a specific service sector organization and provides insights into the challenges faced by managers in talent management. Additionally, it discusses the importance of adopting transformational and democratic leadership styles in the service industry.

Leadership and
management for
service industries

INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Assess different classical management theories and apply in service industry......................1
P2 Role of the leader and different leadership styles..................................................................2
P3 Review the management and leadership styles in a specific service sector organisation......3
LO2..................................................................................................................................................5
P4 Internal and external factors influencing management styles and structures.........................5
LO3..................................................................................................................................................7
COVERED IN PPT.....................................................................................................................7
LO4..................................................................................................................................................7
COVERED IN PPT.....................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Leadership and management is an important term in service sector. In this leadership refers to the
getting people to believe in the vision and work for them to achieve the task on time with
specific time. In this management play a important role to administered and manage all the
activities that was taken place in the company. This project included service industry in which
hospitality sector is included. An Intercontinental group hotel is one of the leading hotel group in
UK. It covers the topic related to classical management theories and leadership styles. Further it
influences different management styles and structures in the context of service industry sector. It
also analyse the current and future management and leadership skills and compare it on the basis
of service industry. It will helps in enhancing the productivity of an employees and gives best
outcomes (Molina-Azorín and et. al., 2015).
LO1
P1 Assess different classical management theories and apply in service industry
Organisation overview
Intercontinental group of hotels is one of the best multinational hotels in United
Kingdom, Denham. This hotel group work worldwide across 100 countries in the world. There
main purpose is to provide the true hospitality services for everyone and every day all over the
globe. They follow a diverse and inclusive culture because they are dealing in different country
and to understand the values and preferences of customer and employees they follow the diverse
nature of culture. Manager of a respected company give their employees in-house training so that
they provide skills at the time of working. For this they apply classical management theory to
enhance the performance and productivity of the organisation(Jaiswal and Dhar, 2015).
Classical management theory
Classical management theory defines as a belief that every person only works for fulfilling
the physical and economic needs. They only focus on the profit maximization, centralised
leadership and decision making rather than job satisfaction and social welfare. It is related
with traditional form of theory. According to this type of theory here business enterprise is
recognise as a machine and the employees are the part of that machine. This theory is
proposed by Henry Fayol and it is included in three different sectors such as administrative
management, bureaucratic and scientific management. In the context of service industry
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this theory helps in management the task and work so that the firm receive productive
results and outcomes with the help of employees efficient and effective work.
 Administrative management
This theory of management is given by the Henri fayol. In this theory, Henry examined
all the situations related to the manager they faced in the organisation in doing and
accomplishing the task on the time with profits. Manager of the Intercontinental group of hotels
do all the activities related to planning, organising, staffing, directing and controlling so that task
can be done on time and this theory helps in it by using the unity of direction, equality and
division of work.
 Scientific management theory
This theory and model was proposed by Federick W. Taylor’s. This technique is work for
the worker productivity and how to improve it so that they give best results for the company.
This is based on the specialisation and standardisation of work and because of this task can be
divided in the small sections. In context of Intercontinental group of hotels, manager can assign
the whole work according to the ability and capability of an employee’s so that they work very
efficiently and effectively. It also helps manager in giving the in-house training of the workers so
that motivated and leans new things. It also helps in provided the opportunities that were
developed by the company. By providing the education to the employees than the leader can
assign the task as per their skills and they work very proficiently (Martin, 2015).
P2 Role of the leader and different leadership styles
Leader
A leader is a person who leads and influence en employees, group of people, an
organisation and the country. It also helps in motivating the people to work well and achieving
the goals on time. To guide and influencing the workers they motivates and boost the morale for
completing the task on time.
Role of a leader
Leaders are the essential human resource in any organisation. They play role of a leader
that are highly predictive of success. There are various roles that a leaders can play in the
Intercontinental group of hotels that can be explained below.
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 Create a vision- The main role of a leader is that they create a picture of the future vision
for the success of the organisation and tell them to the employees so that they complete
the work on time.
 Decision maker- Leader play a important role in making the decision and dictate it to the
employees. Proper decisions help the company to enhance the productivity and
proficiency of the company.
 Best motivators- Leader is the best motivator who encourages employees and builds the
worker morale so that they work with efficiently and effectively. It also satisfy employees
in their job and provide a productive result to the organisation (Legrand, Sloan and Chen,
2016).
Leadership styles
It refers to that styles and approach which provide the direction, implementing and
motivating the people of the company. It also examines the total performance of external and
internal actions that were perform by a leader. Intercontinental group hotels, leaders can use
various leadership styles that are as follows (Gruber and et. al., 2015). Democratic leadership styles- This leadership style refers to that style in which every
member in the organisation participate in the decision making process. They focus on the
group equality where freedom of ideas can take place. In the leader is the person who can
motivate the workers to enter in the decision making process and contribute their ideas
and thoughts for the betterment of the company. By using this idea all the team mates feel
encourage and motivates to do a work and this will enhances the performance of an
individual. Transformational leadership styles- It is the best theory of leadership style where the
leader with their team members to adopts the change, inspiring, committed towards their
work, creating a vision to guide the change in an appropriate manner. It is based on the
changes that were done by the leaders in individual and social systems. It will create
positive and valuable change in the employees with the end goal of developing followers
into leaders.
P3 Review the management and leadership styles in a specific service sector organisation
Intercontinental group of hotels is one of the multinational Hotels in the UK. There
managers and leaders play an important in achieving the companies objectives and goals in
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the specified time. This report helps in providing the suggestions of using leadership styles
on the basis of their roles so they motivates employees in doing the work with passionately.
It considers leadership styles that are as follows.
 Transformational leadership styles- In today’s current environment there is major change
occur in hospitality sector and because of dynamic changes occur in the business
environment, managers and leaders adopts a transformational leadership styles where
they appeal to higher ideals and values. By adopting and using this style leader can
motivates and influence the employees to adopts change very frequently without any
problem. So that their work re not affected and they achives the task on time. This also
helps in reducing the conflicts among the workers by listening them properly (Loosemore
and Lim, 2017).
By adopting this leadership style leaders play some roles that was helpful in successful
applicable of this leadership style are as follows-
o Creates vision- Leader is a person who sees the vision for achieving the
targets on time and influences the employees so that they work very
efficiently and effectively. Without any vision they cannot guide their team
members in working. In context of Intercontinental Group of Hotels,
managers use this so that employees works on the set vision and target and
give the productive outcomes in future market growth.
o Adopts changes – leaders are the persons who helps in adopting change as
per the requirements of the business environment and encouraging team
members to adopts for their better working. In this transformational
leadership is very helpful and the intercontinental group of hotels manager
use this. It helps in achieving the task on time in the changing environment.
 Democratic leadership styles – In the context of Intercontinental Group of Hotels,
manager could use this leadership style so that decisions are come up with innovative
and different ideas that help in achieving the task on time. In this every members
who work in the hotel have the whole right to participate in the decision making
process. This helps in presenting the different ideas and the manager of the company
can adopts and choose from the number of ideas, sometimes it takes long time but its
satisfy the workers in their performing jobs.
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Challenges that was faced by the manager or leaders in talent management
The major challenges that were faced by the Intercontinental Hotels manager are as
follows.
 The first problems is that offering the impressive salary so that they retain the talented
employees in the organisation, so that they feel safe, secure and motivates to their wok
and it also improve the performance of the employees (Donate and de Pablo, 2015).
 To being an open- minded with their employees so that they share problems easily and
effectively. Regular working on this is the major challenge tyat was faced by the amanger
of the respected organisation. In this sectors employees plays an very significant role in
performing the task.
LO2
P4 Internal and external factors influencing management styles and structures
Managers of a Intercontinental Groups of Hotels, recognise and resopond to all factors that
will affect the business enterprise. In this internal and external factors affects the business
and drives changes within the current environment and force the companies to adopts
change according to the demand. Some of the intrinsic and extrinsic factors that influences
an organisation to induce change are as follows.
 Internal factor – This factor refers to that in which changes can be occur within the
organisation. In includes employees, structures, systems and conditions of a company that
influence manager to adopt changes. It involves the mission, culture and styles of
leadership that affect the organisation and encourages the firm activities, employee’s
behaviours and attitudes (Lee and et. al., 2015).
o Value system- It generally belongs to the manager of the intercontinental
group of hotel manager and leader where they decides the values by using
administrative theory and plans the vision, policies and practices of doing and
accomplishing the work.
o Mission and vision objectives- It is an internal factor that affects the
companies proficiency and productivities. In context of respected service
sector industry, if manager cannot make a vision properly than it will not
done the mission valuable and this affect the profits and revenue of the firm.
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To make a proper vision helps in achieving the goal very productively and
proficiently.
o Management structure and nature- This is an important factor of the business
enterprise which helps in decisions making of the company. In context of
Intercontinental Hotels, manager follow transformational leadership style
with clear division of work this helps in accurate and suitable decisions of the
goals that helps in achieving the project on time.
 External factors- This factor refers to those which is related to the outside the
organisation but affect inside the company. It includes customers, competitors, social
conditions and resources that will influence the Intercontinental hotels are as follows.
o Sociological factor- It involves the demographic trends, work ethics. Cultures
and personal values. This factor helps the manager to accomplish the task on
their jobs so that they will earn more and more profits. In context of
Intercontinental hotels, manager adopts diverse culture to understand the
different culture of the different countries. By using this they innovate their
services in their hotels to attract more people.
o Economic and political factor- It refers to the competitors, suppliers and
customers that affect the overall activities of the business enterprises. in
context of Intercontinental hotels, manager ensures that they sale the
differentiate products and services from the competitors so that they attracts
more and more customers and purchase a raw material from those who pay
less and the cost of production is low. So that they will earn more and more
profits.
o Technology- It refers to the use of advances technology so that the company
achieve more revenue and increase the brand image. In this respected
company manger take decisions by to adopts the changes realted to
technologies and use advanced technology like social media to promote their
business globally and use intranet so every employees connected wih in the
firm this will increase employee performance(Kagermann, 2015).
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LO3
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LO4
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CONCLUSION
From the above concluded report it should be considered that leadership and management in
the organisation play a important role to achieve the task on time. It included the various
leadership styles with management style that was adopted by the service sector industry to
enhance the culture and increase the productivity of employees. It also suggests the soft and
hard skills that help in making the decisions and manages the whole activities in the
organisation. Further it explains the future skills that were necessary in a manager and leader
of a service industry. At last it explains the comparison between different service sectors
with the help of change management with the help of leaders. It will help in enhancing the
overall activities and coordination among the team members of the organisation.
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REFERENCES
Books and Journal
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pp.360-370.
Gruber, M. and et. al., 2015. Managing by design.
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self-efficacy and employee creativity: A multilevel study. International Journal of
Hospitality Management. 51. pp.30-41.
Kagermann, H., 2015. Change through digitization—Value creation in the age of Industry 4.0.
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Lee, Y.K. and et. al., 2015. Market orientation and business performance: Evidence from
franchising industry. International Journal of Hospitality Management. 44. pp.28-37.
Legrand, W., Sloan, P. and Chen, J.S., 2016. Sustainability in the hospitality industry: Principles
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organizational performance in the construction industry. Construction management and
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Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
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