Leadership and Management in the Service Sector

This report discusses the importance of leadership and management in the service sector, focusing on the skills and characteristics of effective managers. It also explores the role of technology in the industry and how it affects organizational success. Additionally, the report examines the impact of change management systems on leadership and management styles.

Leadership for
management and
services

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
Covered in PPT...........................................................................................................................1
Task 2...............................................................................................................................................1
Covered in Brochure...................................................................................................................1
Task 3...............................................................................................................................................1
P5 Characteristics and skills of manager....................................................................................1
P6 Importance of Technology oriented.......................................................................................2
Task 4 ..............................................................................................................................................3
P7 Comparison the service sector change management system.................................................3
CONCLUSION................................................................................................................................3
REFERENCE...................................................................................................................................4

INTRODUCTION
Leadership and management are valuable for all organisation as it help to manage all
business function and motivate employees in order to compete task. Management perform
different activities like planning, organising, staffing and controlling that help to run a business.
Without management and leadership an organisation can not run for long period of time. As
management decide the goals or object of the organisation and leadership inspire the worker how
they should work in order to achieve goals (Aquilani and et.al., 2017). The selected organisation
is Wa Pila hotel that provides variety of service in hospitality industry. The current report will
cover classical management theory, types of organisational culture, current and future
management and leadership skills that help to run a business.
Task 1
Covered in PPT
Task 2
Covered in Brochure
Task 3
P5 Characteristics and skills of manager
Problems solving skills: The manager of Wa Pila hotel are highly skilled who
understand employee's problems and solve them effectively.
Strategic mindset: Wa Pila's manager build solid strategies that help to achieve decided
goals within organisation (Chuang, Jackson and Jiang, 2016).
Managing discipline: Another characteristic or skill of Wa Pila's manager is they
maintain the discipline within enterprise.
Hard versus soft skills that impact leadership style
Hard skills Soft skills
Language: This is major issue which incurred
in many organisation such as customer and
employees doe not understand each other that
creates problems. So organisation should
Delegation: The manager of Wa Pila delegate
the responsibility or work among employees to
compete targets.
Giving and receiving feedback: Wa Pila's
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provide training that help to face this issue.
Technical skills: Wa Pila's manager should
have technical skills that can help to accept
technological changes and make effective
business decision.
manager get feedback from customer and
employees that help to make changes
accordingly (Dunne and et.al., 2016 ).
Both, soft and hard skills affect management style such as Wa Pila decide the goals and
introduced new technology that help to influence customer. For this hard skill like technical and
language skill help to accept challenges. Where as soft skills will help to classify the role and
responsibility between employees and reach near by target.
Importance of soft skills
Soft skills are important such as it help Wa Pila's manager to make solid planning and
decide the target of each employees. The manager delegate the task among staff according to
interest that help to complete task on fixed time. On the other side, manager get feedback from
employees regarding new technology that help to decide next step by overcoming the problems
(Empson and Langley 2015).
P6 Importance of Technology oriented
Technology is essential for all organisation as it help to accept the challenges and also
help to sustain in competitive market. If company does not bring any changes or technology then
it can not survive in marketplace for long period. In modern time, technology is essential that
help to meet with new changes and achieved targets.
Skills evaluation for services
Skill evaluation is good for organisation that help to provide information what skills
needed for employees in order to accept new changes. In Wa Pila manager analysis employees
skills and delegate task according that help to complete targets. The manager use new technology
for provide new service like Airbnb, book a table and digital marketing of Wa Pila hotel.
Additionally, manager can get customer experience by evaluating skills (Harrison, 2018).
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Evaluate current and future management and leadership skills which are crucial for service
sector
From the above discussion it has been evaluated by managers that management and
leadership skills are crucial for service sector which helps to make correct business decisions. By
having such skills goals is decided by managers and leaders motivates employees in order to
complete target in given period. For instance, manager of Wa Pila have management skill in
which they innovate new ides, decided goals and make decision in order to accept new
technology and increase profitability which is important for organization. Leadership skills are
also crucial in which leaders of Wa Pila understand the goals and new technology by learning
new skills that helps to motivate employees towards completing works and organizational
objects. Therefore, it has been stated as management and leadership skills are essential for any
services industry which encourages to achieve business objectives.
Critical evaluation of response to change, management and leadership skills
After critical evaluation it is stated that changes are rquired in every organization that
helps to deal with new situation and increase productivity. Customers are more aware about
changes and new services so, they wants new features and attractive services which can help to
increase profitability. Therefore, management should give proper response towards changes
which are arises within organisation. For instance, Wa Pila is providing special services such as
make guest feel special by providing accommodation like home which attracts customers and
keeping through records in which manager give proper attention at the time of giving services
that make customers delight and they choose again such hotel. Management and leadership skills
are playing an important role to accept such changes such as they innovate new ideas and share
with leaders or employees so work get done from employees efficiently.
Task 4
P7 Comparison the service sector change management system
Transformational changes: It relates with company strategy that is used to change
existing strategy with new strategy. It help manager to increase the productivity and profitability.
In Wa Pila, manager use transformational change that help to make plan for enhancing business
activities by using technology (Fu and et.al., 2015).
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Personnel changes: This cover employee's hiring and lay off by evaluating skills within
organisation. It help Wa Pila to recruit the best and skilled person who can take best decision
(Jeon and et.al., 2017).
Comparison of change management systems:
Transformational change Unplanned change
This type of changes are used by Wa Pila to
change the existing decisions which will be
forecast by top executive levels.
This type of changes are unexpected which
may arises any time and influence organization
negatively.
In transformation changes strategies are
modified by managers and new strategy are
developed.
When managers are not able to make right
decision by understanding situation then
unfavourable impacts can occur on whole
organisation.
Contrasting of change management systems: Organization should accept changes in
their organisation that will helps to introduce new products and services. Such as Wa Pila is
focusing on transformational and unplanned change that help to deal with upcoming risk and
changes effectively and decisions are made by managers. By accepting changes Wa Pila get
positive results which helps to maintain higher productivity and profitability.
How changes affect management and leadership style
Management and leadership skills and style get influence from change management that
also affect decisions of organisation. For instance, Wa Pila is using democratic leadership style
in present in which all required information are shared with employees in order to make decision
by using management and leadership skills. In addition, Changes affect leadership and
management style such as Wa Pila will focus on Laissez faire management style that will help to
share information with staff and make business decision in order to accept new technology which
would help to increase productivity and profitability. Additionally, it help to manage people and
build effective teams within organisation (Prasertcharoensuk and Tang, 2017).
CONCLUSION
From the report it can be concluded that leadership and management help business
organisation to make effective business decision by using new technology. Manager make
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planning, organise and control business function for taking correct action. Hard skills like
technical and language skills help to understand different customer and fulfil their needs. Soft
skill help business entity to accept communicate properly and guide employee for completing
specific task. Additionally, technology help to accept challenges and maintain it properly that
attract customers.
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REFERENCE
Books and journal
Aquilani, B., and et.al., 2017. A systematic literature review on total quality management critical
success factors and the identification of new avenues of research. The TQM Journal.
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Chuang, C. H., Jackson, S. E. and Jiang, Y., 2016. Can knowledge-intensive teamwork be
managed? Examining the roles of HRM systems, leadership, and tacit
knowledge. Journal of management. 42(2). pp.524-554.
Dunne, T. C., and et.al., 2016. The impact of leadership on small business
innovativeness. Journal of Business Research. 69(11). pp.4876-4881.
Empson, L. and Langley, A., 2015. Leadership and professionals. The Oxford handbook of
professional service firms. 163. p.188.
Fu, N., and et.al., 2015. How do high performance work systems influence organizational
innovation in professional service firms?. Employee Relations. 37(2). pp.209-231.
Harrison, B. T., 2018. Revaluing leadership and service in educational management. In Vision
and Values in Managing Education (pp. 8-20). Routledge.
Jeon, Y. H., and et.al., 2017. Optimising the residential aged care workforce: leadership &
management study.
Prasertcharoensuk, T. and Tang, K. N., 2017. The effect of strategic leadership factors of
administrators on school effectiveness under the Office of Maha Sarakham Primary
Educational Service Area 3. Kasetsart Journal of Social Sciences. 38(3). pp.316-323.
Ramazani, J. and Jergeas, G., 2015. Project managers and the journey from good to great: The
benefits of investment in project management training and education. International
Journal of Project Management. 33(1). pp.41-52.
Spurgeon, P., Clark, J. and Ham, C., 2017. Medical leadership: from the dark side to centre
stage. CRC Press.
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