Leadership and Management for Service Industry - Methods

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRY

BROCHURE

]
• Human resource :Employees are often called as the most crucial resource for the company because the employees helps the company to achieve their business
objectives. The management style followed by the Marriott hotel is autocratic. In these the involvement of the employees in decision-making process is almost zero this is
the reason why the management structure of Hotel Marriott affects the employees of the organization. Providing employees no power in any type of decision-making have a
negative influence on the organization structural of Marriott Hotel.
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Leadership and Management for Service Industries
The management styles refers to as different types of methods and techniques
which the company or the managers uses in order to manage the working and
operations of the company. In service industry it is very necessary to manage the
work properly otherwise the consumers will not be attracted towards the hotels.
Therefore, there are many different types of factors which influences the
management style and structure of the hotel Holiday Inn. Some of the internal and
external factors affecting the management style are discussed in the adjoining
points below
Internal factors
 Complex business demand and alignment: The service industry is facing
many problems related to forecasting of demand and their alignment thus it
has led to improper management in the organisation. Incorrect anticipation
of demand can lead to mismanagement of inventory which can be a
potential reason for failure of a business. Hotel holiday inn, has failed to
correctly predict the number of customers they would receive annually and
it had affected their productivity and profitability.
 Employee engagement and commitment: Both employee engagement and
commitment are the strong pillars of the organisation and are responsible
for the overall success and profitability of the business. Employee
engagement is concerned with motivated and enthusiastic employees whose
sole motive is to achieve organisational goals and objectives efficiently and
effectively whereas employee commitment defines the satisfaction level of
staff members and their overall dedication towards the company. Holiday
Inn has always focused on these practices which has helped them in
reducing the turnover and absent ism rate in their organisation. It had a
positive effect on the overall working of the hotel company.
 Organisational structures and culture innovation: Holiday Inn hotels
follow hierarchical organisational structure where the employees are
grouped on the basis of their functions, geographical locations and product
or service they deal in. This reduces confusion in the business and increases
the overall productivity of the employees as they are aware about their
duties and responsibilities and the people they are accountable to. Thus, it
has a positive impact on the overall working of hotel holiday Inn.
External factors
Managing diverse talent: It is imperative to have diverse talent in the workplace as it
provides various benefits to an organisation like innovative ideas, better decision making
and fast problem solving. Although, there may be some difference in opinion but in the
long run it increases overall productivity of the company. Hotel holiday inn has employed
people with different skills into different departments which has helped them in achieving
competitive advantage in the long run.
Digital and innovative disruption: Disruptive innovation refers to the technology or any
other innovation that has affected the way a business operates in an industry. Disruptive
innovation has impacted the hotel industry in positive manner. Use of updated and
modern technology like online booking, digital payments and artificial intelligence has
not only increased the profitability of the company but also improved their management
and overall efficiency.
Stakeholders and customers: Stakeholders are the individuals or a group of people that
are either affected or affect the working of the company. Stakeholders includes
employees, shareholder and the government which can directly impact the working of the
company by imposing new laws and regulations that affect the smooth working of the
company.
Customer is the king of the market and if any hotel wishes to increase their profits and
market share then it is important for them to analyse customer needs and wants. Thus,
hotel holiday inn must focus on changing consumer trends ad they must implement it in
their business if they wish to grow in the near future.
Globalisation and global capabilities: The globalisation has adversely affected the
working of hotel Holiday Inn because it has increased the competition within the market
and reduced the overall market share of these hotels. Also, the international hotel chains
use advanced technology and perform economies of scale to minimize their overall cost
which helps them in increasing their customer base. Therefore, Holiday Inn needs to
improve their activities through continuous innovation and unique marketing skills.
Booth, S.A., 2015. Crisis management strategy: Competition and change in modern
enterprises. Routledge.
Bryson, J., 2017. Effective library and information centre management. Routledge.