Leadership and Management for Service

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Different classical management theories in service industry.................................................1
P2 Roles of leader and different leadership styles in service sector industry.............................2
P3. Review of management and leadership styles in Wa-Pila....................................................3
TASK 2............................................................................................................................................4
P4 Internal and external factors influencing the management styles and structure of service
industry........................................................................................................................................4
TASK 3............................................................................................................................................6
P5 Management and leadership Hard and soft skills .................................................................6
P6 Future management and leadership skills..............................................................................7
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change......................................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management defines as the art of managing and controlling of things in the service
industry. It act as a backbone and helps in attainment of goals and objective of an organisation.
Leadership refers to a process in which individual has a ability to influence the other members of
an organisation. A service industry is the one whose main purpose is satisfying the needs of
society (Shin and et. al., 2015). In the following assignment Wa-Pila Hotel is taken which
belongs to the hospitality industry. This report will discuss different types of management
theories and leadership style in service industry. Further it also explains internal and external
factor that influence management style along with hard and soft skills of management. At last the
future leadership and management skills of service industry will be discussed.
TASK 1
P1 Different classical management theories in service industry
The classical management theory is based on the belief that employees only have physical and
economic need and the social needs and job satisfaction need does not exist and are unimportant
for them. Below are the classical management theories:
 Scientific management theory: This theory was developed by Taylor which encourages
the use of scientific method in order to perform the activities more efficiently and
effectively. The main focus of this theory was on standardisation and a strategy which is
based on rewards and punishments (Popli and Rizvi, 2015). In Wa-Pila Hotel manager
can adopt this theory as it aims in improving the efficiency of an individual by providing
training on the regular basis. Moreover this theory lays emphasis on innovation and also
keep the employees engaged in their work so that they can perform to their best level.
 Bureaucratic Management Theory: This theory was developed by Henri Fayol and
Max Webner. According to this theory roles are clearly designated to the person
concerned and they have to report to higher authority. It clearly defines the rules,
regulations, procedure of the company which helps the employees to perform without any
difficulty. Manager of Wa-Pila hotel also take responsibility to inform the employees
about their duties and working pattern so that they able to work effectively.
Culture of an organisation:
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Every organisation has different culture and this could easily be explained with the help of
Handy's culture model (Nieves and Segarra-Ciprés, 2016) .
 Power Culture: Under such type of culture, power is only given to an individual who is
responsible for effective decision making in the company. In Wa-Pila hotel power lies in
the hand of managers. All the employees are required to work on the guidelines set by
them for increase profitability of an organisation.
 Role Culture: There are different roles performed by an individual in an organisation. It
is the duty of manager of Wa-Pila to assign duties to the employees according to their
capabilities, educational qualifications etc.
 Task Culture: In this type of culture, the main focus is over completing of task with a
specified time. Here the team is build by a manager and proper task are allocated to an
individual as well as team. This type of culture in Wa-Pilla hotel will help in motivating
the employees so that they can effectively perform their task on time.
 Person culture: This culture lays emphasis on the capabilities of individual rather than
completion of task. Wa-Pila hotel must care about their employees because they are the
only one through which goals and objective can be achieved.
The culture which is adopted by Wa-Pila Hotel is task culture. As with the helps of this
culture the company is able to engage every individual in their operations and also by setting of
the task they are able to motivate everyone towards their completion (Shamimand et. al., 2016)
P2 Roles of leader and different leadership styles in service sector industry
A leader is a individual person who has the ability to lead group and help a company in
achieving their goals and objectives. Below are the roles of a leaders:
 Supporter: A leader is person that provide support to every individual. They have
possesses great personality and experience which gives positive results to an
organisation.
 Creates a Vision: Leaders are the one which helps in creating a vision for service
industry which is very important for achieving the personal and professional goals.
A manager is a person who is responsible for controlling and managing the activities of an
organisation. Below are the roles of manager:
 Entrepreneurial role: Manager works as a innovator as they always work for new
improvement in the performance of an organisation (Wu and Chen, 2015) .
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