Leadership and Management for Service Industry | Assignment

LEADERSHIP AND
MANAGEMENT FOR
SERVICE

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
(Covered in PPT)....................................................................................................................3
TASK 2............................................................................................................................................3
(Covered in Brochure)............................................................................................................3
TASK 3............................................................................................................................................3
Characteristics and skills of effective managers in different roles.........................................3
Underline hard versus soft skill in service management and its impact on leadership style..3
Importance of soft skills and importance of reflective practices using technology...............4
Evaluate current and future management and leadership skills that are crucial for the service
sector.......................................................................................................................................4
Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed................................................................................................5
Compare service sector change management systems and leadership style..........................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Leadership and management are vital aspects for the success and growth of an
organisation. Leaders plays an important role in guiding, inspiring and motivating workforce to
deliver their best performance whereas managers of company formulate different plans,
coordinates and organise projects so that high competitive advantage can be gained against rival
companies. Service industry is referred to any sector that produces an intangible value like
management, customer services etc. This assignment is written in context with Wa-Pila Hotel
which is a Britain based travelling company operating at global level. Company is headquartered
in England, UK. This report is going to cover different classical management theories and
organisational culture for hospitality sector. Roles of leader and manager are explained along
with reviewing of specific management style. Beside this, internal and external factors
influencing management style and structure are discussed. Hard and soft skills of management
and leadership are mentioned in respect with service sector. Beside this, future and management
leadership skills required in service sector are mentioned.
TASK 1
(Covered in PPT)
TASK 2
(Covered in Brochure)
TASK 3
Characteristics and skills of effective managers in different roles
Characteristics of effective manager
Communication: Within hospitality industry, it is vital for the manager to have effective
communication so that deals with clients and stakeholders can be carried out in a effective
manner. This will help Wa-Pila Hotel in sustaining good image in marketplace.
Confidence: Another characteristic of an effective manager is to have high confidence.
This will help the manager in Wa-Pila Hotel to deal with difficult situation in a desired manner.
Skills of effective manager

Decision making: It is the most important skills which must be incorporated by a
manager. By taking right decisions, manager can contribute in high success and profitability of
company (Yıldız and et. al., 2014.
Problem solving: In hospitality sector, the manager is needed to resolve problems of
employees and customers in a quick manner. Otherwise it can results in increased employee
turnover and reduced customer base for Wa-Pila Hotel.
Underline hard versus soft skill in service management and its impact on leadership style
Soft skill
Soft skill is defined as the ability so that work can be performed in a more confident and
effective manner. Soft skills involves communication skills. People skills, decision making
skills, positive attitude etc.
Positive attitude: This skill determines that leader is capable to think positive in difficult
and complex situations. Due to this, leader will be able to lead workforce in a proper manner.
Due to good attitude, employees will listen to the words of leader in Wa-Pila in a sincere
manner.
Good communication skills: It is an essential soft skill that must be possessed by every
leader. If leader in Wa-Pila will not have good communication skills then it will not be easier to
interact with employees. Due to this, employees will feel reluctant in sharing their opinion even
after democratic leadership style.
Hard Skill
Hard skill are those skills that can be easily quantify. These skills can be leaned by an
individual in classrooms or with the help of some training materials such as books.
Accounting: It is related with book-keeping and includes the financial enteries of an
organisation. This skills will be needed by the accountant of Wa-Pila Hotel.
Writing: It is another important hard skill that is needed by an individual. This skills will
allow the employees in Wa-Pila to interact with each other and their clients in a proper manner
as all the information will be passed out in a precise way (Characteristics of the Most Effective
Managers, 2012).
Importance of soft skills and importance of reflective practices using technology
Soft skills benefits an organisation in sustaining strong interpersonal relations along with
building a strong bond with their investors, stakeholders and customers. With the help of soft

skills, manager and leader of an organisation are able to communicate with workforce and
customers in a proper manner and take right decisions that will benefits the fir in gaining
competitive advantage over rivals.
Evaluate current and future management and leadership skills that are crucial for the service
sector
In case of future management and leadership aspect, leader of Wa-Pila is needed to use
both non-verbal and verbal skills. This will benefits in improving critical and challenging
situations in favourable outcomes. In case of management skills, usage of aspects like technical
skills, analytical skills is essential and important so that effective relations can be sustained
within organisation. Accordance to Wa-Pila, management and leadership is changing from time
to time. In case of leadership, from Autocratic leadership, democratic leadership is introduced
within organisation. Due to this, more importance is given to co-operation and team work.
Critically evaluate how, in response to change, management and leadership skills in the service
sector have developed
Earlier, company had Autocratic management style where employers sometimes asks the
opinion of employees but carry out changes as their wish. Due to this, employees were not
satisfied completely. This was reducing the productivity of hotel as guest complaints were raised.
Main concern of employees were that management do not ask them if they are comfortable with
the changes or not. To overcome this problem, a change management style was adopted i.e.
consultative style in which employees were consulted by employers before taking a change. To
guide this change, charismatic style of leadership is also adopted. Due to the charisma and
intelligence of leader, employees trust the leader and changes within Wa-Pila takes place in
effective manner.
Compare service sector change management systems and leadership style
In present scenario of competitive world, there is a high demand of innovative technology
which lead company to acquire increased productivity and profitability ratio. In this case , it
involves comparison between Wa-Pila and Hilton Hotel which is described below:
Particulars Wa-Pila Hilton Hotel
Change Management
style
Company applies consultant
management style for carrying out
It accommodate participative style
to introduce change in their

changes in their functions and
business operations. Also,
employers of company takes
initiatives to have consultations
with their employees. This will
benefits them in acknowledging
the pros and cons of a change due
to which organisational efficiency
is maintained. This helps in
sustaining a strong bond with the
workers so that goals and
objectives of company can be
attained in a proper manner
(Santoso, 2015).
workplace. This change
management style assist them to
motivate their employees to take
part in business operations by
adopting change along with
adoption of problem solving
procedures that can counter the
negative effect of change. This
enhance overall performance of
Hilton Hotel. In addition with this,
less misunderstanding and conflicts
l take place within Hilton as
changes are introduced after
participation of both employers and
employees.
Leadership to
implement change
They adopt Charismatic style to
adopt required changes in a
proper manner. This particular
leadership style will allows leader
of to examine potential of man
power and provide all required
resources so that changes in the
working of workers can be carried
out considerably.
It uses Democratic leadership style
to carry out important changes in
their business function. In relation
to this, this leadership allow its
leader to motivate employees to put
their full contribution in attainment
of high productivity & proficiency.
Moreover, it will helps in taking
right decision regarding change by
acknowledging the opinion of
workers in a desired manner.

CONCLUSION
It has been summarised from the report that leaders and managers plays an important role
in the growth and success of an organisation through performing different roles and
responsibilities. Managers are responsible tgop frame strategies and plans for the betterment of
an organisation whereas the leaders motivates their employees to execute the plans and strategies
in desired way so as to bring company ahead than their rivals in competitive market. For this,
there are different effective leadership and management styles which are required to adopt in
order to maintain healthy work environment within an organisation.

REFERENCES
Books and Journals
Jaca, C. and Psomas, E., 2015. Total quality management practices and performance outcomes in
Spanish service companies. Total Quality Management & Business Excellence.26(9-10).
pp.958-970
Kearns, K. P., and. et. al., 2015. Leadership skills as construed by nonprofit chief executives.
Leadership & Organization Development Journal.36(6). pp.712-727.
Knights, D. and McCabe, D., 2015. ‘Masters of the Universe’: Demystifying leadership in the
context of the 2008 global financial crisis. British Journal of Management.26(2).
pp.197-210.
Kristandy, S. J. and Aldianto, L., 2015. Factors that Influence Student's Decision in Starting-up
Service Franchise Business in Bandung. Procedia-Social and Behavioral Sciences, 169,
pp.318-328.
Renz, D. O., 2016. The Jossey-Bass handbook of nonprofit leadership and management. John
Wiley & Sons.
Santoso, M. I ., 2015. Applying interactive planning on public service leadership in the
directorate general of immigration Indonesia. Procedia-Social and Behavioral
Sciences.169.pp.400-410.
Online
Characteristics of the Most Effective Managers, 2012 .[Online]. Available through;
<https://effectivemanagers.com/dwight-mihalicz/4-characteristics-of-the-most-
effective-managers/>