Leadership and Management for Service Industries

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION ..........................................................................................................................1
LO1..................................................................................................................................................1
P1. Classical Management Theories ..........................................................................................1
P2. Roles of Leader and leadership styles ..................................................................................2
P3. Management and Leadership Styles ....................................................................................3
M1. Analysation of leadership and management style...............................................................4
D1. Current management and leadership style of organisation .................................................5
LO2..................................................................................................................................................5
P4. Internal and External Factors and their influence upon management styles........................5
M2. Analysis of factors influencing styles with structure...........................................................6
D2. Critical Analysation..............................................................................................................6
LO3..................................................................................................................................................7
P5. Current Hard and Soft skills of leadership and management ..............................................7
P6. Future management and leadership skills.............................................................................8
M3. Evaluation of current and future skills ...............................................................................9
LO4..................................................................................................................................................9
P7.Comparison and contrast between different service industries .............................................9
M4. Analysation .......................................................................................................................11
D3. Critical Evaluation..............................................................................................................12
CONCLUSION .............................................................................................................................12
REFERENCES .............................................................................................................................13

INTRODUCTION
Leadership is determined as practical skills and research area which encompass
organisation or individual's ability to guide or lead teams, individuals and organisation as a
whole. Management is the set of activities to set a strategy of an enterprise and coordinate and
control efforts of employees to achieve company's objectives. Effective leadership and
management are very important for overall growth and development of an organisation. This
report is based upon a hospitality organisation, named Hilton Hotels which is an international
brand for providing full services of resorts and hotels in around 85 countries (Hilton, 2019).
This report focus upon importance of leadership and management in this hospitality
industry and the roles of leaders and managers in the same context. This report covers various
classical management theories and various leadership styles and their application in relation to
Hilton Hotels. It also covers management and leadership styles in Hilton Hotels. Further, it
includes existing management and soft and hard skills in this service organisation and the future
skills which are required in this hospitality enterprise. It also includes internal and external
factors that has influence management structures and styles in Hilton Hotels. At last comparison
is made between different services is made in order to implement change is also included in this
report.
LO1
P1. Classical Management Theories
Classical management theory is dependent upon a belief which ascertains that employees
have only economic and physical needs (Classical Views- Classical Management Theory, 2019).
It do not take into action job satisfaction and social needs but in place of this it advocates labour
specialisation, decision making, profit maximisation and centralised leadership. There are
different classical management theories which are elaborated as follows-
Bureaucratic Management Theory- This classical theory of management can be seen
in both private and public institutes. It pays attention upon operating an enterprise under
hierarchy of certain positions. In this context, each employees group is required to report to a
high authority which ultimately reaches towards the president of CEO of that organisation. This
form of management theory focuses upon well specialised labour, procedures and rules must be
formalised, authorities must be formalised and in this the selection is based upon performance
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and qualification. If Hilton Hotels, will follow this classical management theory, than it will
make its functioning and processes in more formal and appropriate manner (Al Rahbi, Khalid
and Khan, 2017).
Administrative Management Theory- This classical management theory is determined
as a way for organising various things in a systematic manner. This systematic manner includes
well defined tasks, hierachial organisational structure and labour division. This management
concept is emphasised upon improved organisational performance and the overall organisational
functions. It is a process in which information is managed with the help of people which involves
storage performance and information distribution within an enterprise. Large number of
responsibilities and roles within a business enterprise needs administrative management
elements. This theory is a structure of formalised administrative which is a labour's clear vision
and delegation of authority and power to specific administrators relevance to their
responsibilities areas. As per this theory, the labour must be divided into certain specialised
units, It also states that if employees are involved in decision making procedure than they will
feel as an important part of an organisation. Moreover, workers must be treated fairly and
remuneration must be provided equally.
Both these theories helps in managing the overall activities of a business organisation in
an effective manner. In context of Hilton Hotels, the most suitable classical management theory
is Administrative management theory as it do contain many rules and regulations, which makes
it difficult for employees to follow. Moreover as per this theory, all employees are treated
equally and must provided with equal job opportunities. This theory also makes sure that
workers should be involved in decision making procedure which helps them to feel motivated
towards work (Basuki, 2015). This way, Hilton hotel's employees can improve their performance
and can achieve business goals.
P2. Roles of Leader and leadership styles
Leader is a person who guides, supervise and lead a team, a group and an organisation as
a whole and motivates them to achieve business goals and objectives. The way in which an
organisation functions and carry on their business activities is completely dependent upon leader
of that enterprise and the leadership style which is followed. In Hilton Hotels, there are certain
roles of leader which is making this hospitality organisation to achieve success. These are-
Strategist- The most important role of leader is to develop an appropriate plan for an
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