Leadership and Management in Hospitality Industry

This document discusses the assessment of classical management theories, the role of leaders and different leadership styles in the hospitality industry. It also explores the management and leadership styles in Marriott, the internal and external factors that influence them, the current 'hard' and 'soft' leadership skills of Marriott, and the future management and leadership skills required in the hospitality industry.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
P1 Assessment of different classical management theories applied in hospitality industry........3
P2 The role of the leader and different leadership styles in hospitality industry.........................4
P3 The management and leadership styles in Marriott...............................................................5
P4 The internal and external factors that influence management styles and structures of
Marriott........................................................................................................................................6
P5 Current management ‘hard’ and soft’ leadership skills of Marriott.......................................7
P6 Future management and leadership skills required by the hospitality industry......................8
P7 Change management system and their comparison in different service industry..................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership is a creation of motivating a collection of people to act towards the
achievement of a common prescribed goal ( R.T., 2021). In business context, it is a process of
directing workers and subordinates with the help of effective strategies to meet organizations
requirements. It is basically a social influence in order to maximize the effort of other employees
towards the achievement of goals and objectives of the company.
Marriott international is a multinational wide-ranging hospitality company that manages
broad portfolio of hotels related to lodging facilities. It is the largest hotel chain in all over the
world. It has overall around 30 brands in 131 countries with 7484 properties (Liang and Chang,
2017).
This file includes the concept of classical management theories applied in hospitality
industry along with different roles of leader and leadership styles followed by them in order to
manage their employees. Apart from this, the file also highlight the internal and external factors
that influence management styles of Marriott, leadership skills, future management and
leadership skills that needs to be adapted and the comparison of Marriott with their competitive
hospitality industry in context of leadership style change as and when required.
MAIN BODY
P1 Assessment of different classical management theories applied in hospitality industry
According to classical management theory, managers of the organization in context of
hospitality industry focuses on the profitability factor of the company. Managers of Marriott
manages all the organizational activities in a manner which helps them to increase the over all
productivity of the company and thus increase the organizational performance and also ensure
the sustainability in the competitive market space (Hassi, 2019). This particular theory of
management has been made up by the three theories of management i.e. Bureaucracy theory by
Max Weber, Administrative theory by Henri Fayol and Scientific management theory by
Frederick Taylor. In the classical theory of management, the organization is to be divided into
three sections such as top management which includes the board of directors and executives that
set the objectives of the company. Middle level management who handles and manages the
pother level supervisors in order to set goals for the firm and at last the lower level management
which includes supervisors who manage the daily activities of the employees and solve the issues

which are held among the employees. The various theories of classical management theory are as
follows: Administrative theory by Henri Fayol: This theory represented as modern management
techniques. Henri Fayol used this approach to follow top down management as it is
highly essential to go through various different situations or conditions which are to be
faced by the managers of the company. This particular theory of classical management
will help the managers of Marriott to enhance their ability in the role of manager. Also,
according to the point of view of Henri Fayol, there must be a unity of command which
includes the guidance or supervision to each employee of the company. According to this
theory, the staff members are included while taking decisions for the company. This will
help the managers to enhance their relationship with their subordinates (Schwepker and
Dimitriou, 2021).
 Scientific management theory by Fredrick Taylor: This concept is founded on different
rules which were made by Fredrick Taylor. The plan of this theory is to motivate the use
of scientific methods in order to execute the activities within the company effectively
instead on relying on judgement (Şeşen, 2019). Therefore, with the help of this theory,
managers of Marriott are able to develop proper method so that each task must be
achieved properly. Thus, this theory ensures the positive relationship among staff
members as well as managers.
P2 The role of the leader and different leadership styles in hospitality industry
The role of the leader in the business activity has to be centred on the practicality. It
means to produce a high performing team within the organization or in high performing hotel,
managers have to become goal focused along with people oriented ways. It is all about
maintaining and achieving a balance between both the approaches i.e. being focused as well as
people oriented (Al Khajeh, 2018). The leadership is highly important in any hospitality industry
as the managers who are able to respect and give importance to their employees are more likely
to see them as a part of their team and also find themselves in comfortable situation while
commanding them and get respect in return.
Leaders behaviour effects employee projects and outcomes affiliated to the work given to
them. Therefore, in order to determine the most effective way of leadership, different styles of

leadership has been adopted by different company's in order to achieve organizations effective
growth. Managers without leadership skills will not be able to achieve company's growth,
however, a leader without management skills will quite able to achieve organizational growth as
there is always less usage of administrative skills required rather than more usage of power.
Different leadership styles includes Autocratic leadership style is a management style in
which one single person controls the overall decisions of the company and does not allow the
team members to contribute in the process of decision-making process (Fiaz, 2017). It represents
that the focus of power is with the managers of the company and the manager or leader is whole
and sole responsible for decision related to development of policies, Democratic leadership style
which states that the complete focus of power within the company is with the whole group. This
style includes interaction with each member of the group in order to take decisions. This
leadership style is often most effective to be used in company as in this the leaders is working
with skilled and experienced candidates (Torfing, 2018). It allows the leaders to rely on
employees talent and strengths solely as the lines of communication has been opened by the
leaders or managers while taking decisions for the betterment of the company and the last one is
Laissez faire leadership style is completely opposite of the autocratic leadership style as in this
the leaders take very few decisions, and they allow their employees to take majority part of
decisions for the organization. This particular style describes that the managers and leaders only
observes that whether the group members are working effectively or not as managers allows
employees to exercise freedom of action (Wilson, 2020).
P3 The management and leadership styles in Marriott
The management and leadership styles which are people oriented are more focused on
organizing and managing the team members of the company. This type of activity leads to
effective and creative team work. Whereas, the styles that are created on the basis of task or
mainly task oriented gives their emphasize on the work done by the employees. The managers
who follow this kind of style assign tasks to their employees, formulate rules and procedures for
them, organize and take decisions related to them and at last monitor their work that whether the
goal has been achieved or not (Hilton, 2021).
In context of Marriott International, the leaders and managers follow Democratic
leadership style. The culture and core values of the company is completely concerned with the

employees who are working over there. The managers of the company believes that the
employees are the main and important asset of the organization. Marriott accepts in treating their
employees equally and involves them in decision-making activity. The managers of the hotel
always take decision after discussing with concerned members before forming new policies and
procedures. The Marriott follows effectual leadership style which helps the company to achieve
assured success in the market place. The democratic leadership style helps to increase the
innovative skill of the employees and ensure their engagement for the betterment of the
company. As Marriott follows democratic leadership style helps the leaders of the company to
possesses self awareness among their employees along with a sense of personality which
expresses their views and ideas clearly in front of other concerned members. With the effective
usage of this particular style, employees of the company interact with each other in efficient
manner and different kind of initiatives taken by them for enhancing the abilities and skills of the
candidates. In order to make the hierarchy of authority more effective, democratic leadership
style has been adopted by the company which helps to promote the innovative thinking among
employees and provide them an authority to take decisions according to their understandings but
with the help of proper group discussions.
P4 The internal and external factors that influence management styles and structures of Marriott
Management styles are the process in which managers approach their employees in a way
to effectively handle the organizational processes (Woods, 2020). There are some internals as
well as external factors which influence the management style and structure of Marriott. Internal
factors are: Mission of the company: Mission of the organization is the most important factor which
influence the style of management and structure within the company. Mission can be
explained as the objective of the company which is ultimately achieved the profitability
of the firm (Mishra, 2019). The mission of Marriott is to achieve long term as well as
short term objectives and requires employee satisfaction, in such manner it will take a
human resource approach towards the employees. Leadership style adopt: Great leaders not only gives guidance but also inspire their
employees to be motivated all the time and willing to enhance their skills and abilities.
Thus, the management of the company automatically choose the effective leadership

styles in order to achieve their goals. In context of Marriott, the leaders follow democratic
leadership style. Building relationship among employees: Communication is very much important factor
while ensuring success and building innovative relationship among managers and
subordinates. In order to develop innovative skill among employees, the company
follows leadership style which helps the Marriott to achieve their business objectives.
 Communication and employee engagement: Communication is considered as the most
important element in order to influence management styles as well as the structure
because the need of communication within the company automatically improve the
program development which helps to improve the communication among employees and
thus enhance their engagement in different activities (Muchie, 2017).
External factors which influence the management style and structure of Marriott are: Technology: Technology is one of the important element which influences the
management style and company structure. For example, if the cost of technology increase
then the changes has been done automatically in terms of operations and procedures.
Technologies such as digital marketing helps the Marriott in connecting with their
customers (Radwan, 2020). Marriott takes new opportunities in order to enhance their
employee performance and innovative thinking among them.
 Political and social factors: Political and social factors are the major external elements
which effects the organization. In context of Marriott, there are some political as well as
social factors which also impact the firm in a manner so that employees as well as the
operating processes of the company also affect directly the management style and
structure of the organization.
P5 Current management ‘hard’ and soft’ leadership skills of Marriott
Soft management skills refers to those skills which are inherited with the time and efforts
of the employees as well as managers and leaders. However, hard management skills are
those which can be transmitted practically. In current scenario, the managers and leaders of the
companies tries to focus more on soft skills and give emphasize on their importance in the
company (Putra, 2019). Hard skills are majorly utilized as group skills which are more technical

in nature while soft skills are interpersonal skills that are not technological in nature. The hard
and soft skills of management of Marriott are: Soft skills of general manager: The effective communication, plan tactics, identify
significant talent via supervision, good listening skills are some effective soft skills of the
general manager of Marriott. Hard skills of general manager: The hard skills of managers of the organization includes
the profit and loss writing report, management of IT equipments such as laptops,
desktops, etc., budget processing and projects scheduling according to time frame. Soft skill of restaurant manager: Ensure customer satisfaction with pleasing
communication skill, motivating staff members, mentoring them are some soft skills of
restaurant manager of the firm requires. Hard skills of restaurant manager: Hard skills of restaurant managers of Marriott are
possession of IT skills, budgeting and completion of tasks within time duration. Soft skills of leaders: The soft skills of leaders of Marriott denotes the development of
ideas, influence the other employees or group members, planning of strategies, using
transformational communication style and work towards the commitment of employees
and their satisfaction.
 Hard skills of leaders: Hard skills a leader of the organization requires in order to plan
and fulfil responsibilities are the identification of talent and abilities within employees
technically.
P6 Future management and leadership skills required by the hospitality industry
With the advancement of technology, innovations and future management activities
adopts by managers and leaders are required in hospitality industry helps the organization as well
as their employees to become hi-tech, productive and extremely efficient while doing their work
(Farrell, 2017). There are certain skills that needs to be required in managers and leaders of
hospitality sector are: Technological management skills: As technology changes with time, managers and
leaders will need to continuously educate themselves for new operating systems using
within the company. However, they are not the only ones who handle the role with
technological advancements, but they are the ones who provide guidance and training to

their subordinates or employees within the company so the embrace of technological
skills are highly important at the changing and dynamic workplace. Different team management: In hospitality industry it is highly important to inherit the
skill of diverse team management as there are different teams who work upon single tasks
in hospitality sector to achieve a common goal i.e. customer satisfaction (Grubaugh,
2018). So, building harmonious teams are primary working of the managers and leaders
of the company. Modification of business roles from traditional to diversified are
business practices that needs to be done by managers and leaders. Skill assessment: Skills like effective listening, communication skills, positive attitude,
time management are highly required skills that needs to be developed within the
managers and leaders in current scenario and in future as well. Conferencing and
automated tools will help managers and leaders in order to build long term success with
the help of trained professionals. Out centric leadership principles: Out centric policies will help the managers to focus on
overall development of employees so all employees can show their activeness and share
their valued contributions. The managers and leaders have to listen to the employees
rather than direct them in order to improve team needs and wants.
 Results only work focus: Managers and leaders must have to generate skills in a manner
which shows how to gain productivity out of their workforce. Result only work practices
will be enforced as a part of working culture of the company that managers and leaders
have to enforce (Hendarman, 2018). The addition of automated gadgets are most
important in order to reduce the working hours and managers can concentrate more on
results.
P7 Change management system and their comparison in different service industry
Change management is described as a manner and method in which a company describes
the change within both internal and external processes. For effective change management,
effective communication is extremely important and success factor for the company
(Hendarman, 2018). Change management in different industries are different according to the
working of managers and leaders and the ways they handle.

Managing change in financial sector is much complexer than expected, when in
comparison with other industries specially when it comes to handle change for people working
on the ground floor. They have a highly focused thought process and ways of working. With the
advancement and involvement of technologies the ground floor workers are worried about their
jobs losses. This sector specially address ADKAR model of change management in which the
industry generates awareness about the requirement of change, then desire to become part of
change, knowledge about the change efforts, ability to incorporate change on a day to day basis
and last the reinforcement to keep it implemented on a continuous basis.
In hospitality sector, building a new culture within the organization is highly important
job of managers and leaders. Changing culture may be performed through using new role
models, focusing on business values and changing the structure of the company (Börner, 2018).
This sector majorly adopts Lewin's change management model system in which it helps
hospitality sector to understand efficiently the organizational and structured changes. This model
shows three main stages i.e. Unfreeze in which the employees get prepared for the changes that
needs to be done for the betterment of the company. Second stage is change stage in which
changes gets implemented. In this good leadership and employee communication is the major
and crucial part. Refreeze is the last stage in which change is accepted and employees go back to
their routine work. Leaders should make sure that changes are accepted in positive manner and
change management objectives has been achieved.
CONCLUSION
From the above report it has been concluded that leadership is a process which motivates
the people to a greater level of performance with the help of strong human relations. It is the
important function of management to maximize the efficiency of employees working and helps
to achieve organizational goals so that managers must have an attribute of leaders. The ability to
communicate well, motivate their employees in well-behaved manner, handle responsibilities
and delegate them proportionately are some of the skills that are highly required within a leader
or manager.
In the mentioned report it has been explained that the primary role of the leader in
hospitality industry is to focus on the practicality of the business. It means to produce a high
performing team, the managers, leaders as well as employees have to become goal focused.

Successful managers of the industry work well with other members of the organization and
become a productive member of the team as an individual as well. This report shows the
leadership style followed by the leader of Marriott along with the hard and soft leadership and
management skills of leaders and managers of the company.

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