Leadership and Management for Service

This presentation discusses the concepts of leadership and management in the service industry. It explores the past, present, and future leadership styles, including autocratic and democratic styles. The advantages and disadvantages of autocratic leadership are also discussed. The presentation concludes with a recommendation for Wa-Pila hotel to adopt a democratic leadership style. References are provided for further reading.

Leadership and Management
for Service

Introduction
• Leadership is a process of showing new vision or direction to the members of an
organisation by motivating them to perform their task effectively.
• Whereas management is a process of planning, organising and coordinate the
internal activities of a firm to attain the objective of business.

Past Leadership Theory
• Classical management theory was used in past as it is totally based on the
economic as well as physical need of an employee which must giving value to
the employee or looking for their social need.
• Within this centralized decision making process is used in which the manager has
only leverage the decision making authority.
• In include autocratic leadership style which was find suitable by top manager.

Present Leadership Style
 Company currently changed from classical managment theory to scientific management theory
which is more effective.
 Role culture is adopted at present where task are assiogned to the personnel on the basis of their
interest areas that leads enhances the performnaces
 Democratic leadership style has been adopted by leader to motivate the personnel and enhances
their performance.

Future Leadership Style
 Administration thoery will going to be applied in future where along with organisation objective
individual objective will also be considered by company.
 In future, team culture will help the firm to collaborate effective member that deal will external
situation effcetively.
 Laissez faire leadership style will be best suited for future as it allow internal memeber to make
decision theorugh their creative thinking ability.

Administrative theory
• It was proposed by Henry Fayol and include various activity that help the business to
attain the goal. Herein, Wa-Pila hotel can include various activity based on the
administration theory that helps to attain the long term objective. These activity are stated
below:
Planning Organizing
Directing Coordinating
Controlling

Handy's theory
• Handy's organisational culture include four types of culture
which are adopted by the organisation to receive better
result. These culture are defined below:
• Power
• Role
• Task:
• Person

Role of leader and various leadership style
• Within hospitality sector, leader plays an essential role as it help to strengthen
internal team in order to attain business objective within stipulated time period.
Some of the essential role of a leader are determined below:
• Required at all levels of an organization
• Representative of the organization
• Performance appraisal

Review the management and leadership styles
• Management and leadership style is an essential part of an organization that helps
to accomplish the business objective.
• In relation to Wa-Pila hotel which deliver vast services to the customer can adopt
autocratic leadership style in order to enhance the efficiency and productivity.

Advantage of autocratic leadership style
• It helps the Wa-Pila hotel to make quick decision as it include low level of
administration and gives less feedback due to which the task remain organized
and processed.
• As only few manager are involve to strategies the work of an organization which
helps to maintain smooth function.

Disadvantage of autocratic leadership style
• It makes the whole organizational culture depend on leader as they take the in-
charge of all work. because of which the leader or manager becomes overburden
at the same time they only get the credit of while work which is not good from
staff's prospective.

Specific Management And Leadership Style
• Although autocratic leadership style helps to enhance the productivity by
managing the internal crises successfully.
• But still Wa-Pila hotel must select democratic leadership style instead of
autocratic leadership style.

Conclusion
From the above presentation it has been concluded that service industry adopts the
effective leadership and management style to carry on the objective of business
effectively. Further, training and development session are provided to the internal
staff of service sector that help to minimise the gap between current and anticipate
skill requirement.

References
Chen, W. J. and Cheng, H. Y., 2012. Factors affecting the knowledge sharing attitude
of hotel service personnel. International Journal of Hospitality Management.
31(2). pp.468-476
Johnston, M. W. and Marshall, G. W., 2013. Sales force management: Leadership,
innovation, technology. Routledge.