Leadership and Management for Service

This presentation discusses leadership and management for service, including classical management theories, types of organizational culture, the role of manager and leader, and a reflection on experience. It focuses on the Wa-Pila Hotels as a case study in the service industry.

LEADERSHIP AND
MANAGEMENT FOR SERVICE

Table of Content
Introduction
Different classical management theories
Types of organisational culture
Role of manager and leader
Comparison between leadership styles and Management
Reflection on experience towards leadership style and specific management at
chosen enterprise
References

Introduction
Leadership provide direction to the employees. Leader guide their
team members to work efficiently in the organization whereas management for
service refers as to enhance the services that can aid to maximize the performance
of enterprise. Plans and processes of the management used to design and deliver
the service to the customers.

CONT…
The Project report is based on Wa-Pila Hotels in which newly recruited general
manger is using the modern approach that has transformed the staff of a
consultancy business.
Thus, the assignment will outline various classical management theories
and the role of leader using various leadership styles. Furthermore, the study will
determine external and internal factors that influence management styles and will
investigate current leadership and management in service industry. Lastly, it will
compare different service industry businesses.

Different classical management theories
This theory is based on the assumption that employees have several
economic and physical needs. The principles of classical theory put emphasis on
improving overall efficiency of the organization. It consists of Fayol
Administrative theory and Contingency theory .

CONT…
Fayol administrative management
Administrative theory of Henry Fayol focuses on the way in which
management communicate with the staff. According to this theory Wa-Pila Hotels
do planning and scheduling of their work so that there tasks are accomplished on
timely basis. The Fayol has stated in its theory that the management should also
concern about the resources.

CONT…
Thus, the hotel staff is following the principles of this theory and used
resources at its optimum level. The Employees of the hotel maintain coordination
in order to do perform work in synchronized way. The Manager controlled the
employees and workers and getting things done by them in correct manner so
that they can achieve the desired results of the organization

CONT…
Contingency Theory
This theory is based on the factor that management is contingent upon
the situations. The theory reflect that there is no best way to take decisions
unless and until the course of instruction is dependent on upon external and
internal circumstances. Wa-Pila Hotels general manager take crucial decisions by
conducting the internal and external analysis. Decisions is being made on the
basis of the situations. They guide their employees after evaluating the current
situation of the hotel.

Types of organisational culture
This theory is used to guide the employees of Wa-Pila Hotels in right direction.
According to this theory there is four type of culture
Handy's Theory
This theory is used to guide the employees of Wa-Pila Hotels in right direction.
According to this theory there is four type of culture-

CONT…
 Power culture
 Role Culture
 Task Culture
 Support Culture

CONT…

CONT…
 Power culture - In this type of culture the major decisions of the organization
is being taken by the Manager, and they have authority to command the
employees.
 Role Culture – In role culture the role and responsibilities is delegated to the
employees on the basis of their specialization.

CONT…
 Task Culture – To achieve the specific target or project of the organization
this type of culture preferable.
 Support Culture – Supportive and coordinative behaviour is being shown by
the workers and managers. They perform all the tasks of the organization
together to achieve the desired outcomes.

CONT…
In Wa-Pila Hotels the support culture is being followed where
management supports the employees decisions and work in coordinative to
achieve desired results. The Manager motivates their employees be giving them
rewards. Hotel Manager appreciate their work on timely basis through giving
them incentives, bonuses and fringe benefits.

CONT…
Deal & Kennedy culture Model
This Model defines the four cultures of the organization which is based
on quick response and feedback given by the leader and manager to the
employees when they outperform. The risk is low and feedback is rapid in Work-
hard, Play-hard Culture. Risk is high and rapid reward is being given in Tough-
Guy, Macho Culture. Feedback is slow and Risk is low in Process Culture. Lastly,
in Bet-Your-Company, High-stakes Culture Risk is high and reward is slow. Thus,
the Wa-Pila Hotels follow Work-hard Culture in their organization.

Role of manager and leader
 Leader – The leader is a person that commands the employees and motivates
them for achieving organizational objectives.
 Manager – The manager is the person who is responsible for administration
work and for controlling the Employees and guiding them to increase the
operational efficiency.

CONT…
Manager
 The role of manger is to look after the administrative work of Wa-Pila Hotels.
 Manager follows old policies and procedures of the organization. They did not support any change in the
organization. They believe in existing proven skills.
 The Manager provide direction to the employees to improvise the operational efficiency and facilitating in
conducting smooth management operations.

CONT…
Leader
 The role of leader is to set a vision for the Wa-Pila Hotels and direct the workers in order to
accomplish takes in efficient manner.
 Leader supports the change management in the organization. They are tended to take more
risk and believes in the change that is beneficial for the organization.
 Leader act as the influencer. They motivate employees so that they work at their optimum
level.

Comparison between leadership styles and
Management
Democratic leadership style
The democratic leadership style is followed by the leaders of Wa-Pila
Hotels. They show participative behaviour. The employees take active part in
decision making. The communication is done with transparency. Through
coordinating and sportive behaviour, the goals and objectives of the organization
can easily be achieved.

CONT…
Maslow's hierarchy theory
This theory is projected by Abraham Maslow in the year 1943. It put
emphasis on fulfilling the needs of the employees in order to motivate them.
Psychological needs of the employees have to fulfilled in order to enhance the
satisfaction level in the organization

CONT…
After, fulfilling the basic needs the employer focuses on security and
safety needs of employees in Wa-Pila Hotels. The managers of the hotel also
appreciate their employees by giving them promotion in order to fulfil their
esteem needs. Lastly, they fulfil their self-actualization needs by giving them
prestige position.

Reflection on experience towards leadership
style and specific management at chosen
enterprise.
I have worked in ABC hospitality industry for 2 years. During my job, I
have adopted number of skills that has helped me towards conducting activities
effectively. In that job, I had assigned a group activity and I was leader of that
team. I have found that our team was not making better coordination and
communication and this was impacting the overall performance. In order to get
this issue sorted.

CONT…
I had chosen participative leadership style that has helped me to conduct
the activities in participative manner. I came to know that group participation is
crucial to undergo activities effectively. Thus, I must say leadership style and
specific managerial activities helped towards to get things efficient.

Reference
Books and Journal
Dong, Y., Liao, H., and Campbell, E.M., 2015. Fostering employee service creativity: Joint
effects of customer empowering behaviors and supervisory empowering
leadership. Journal of Applied Psychology.100(5).p.1364.
Jiang, K., Chuang, C.H. and Chiao, Y.C., 2015. Developing collective customer knowledge and
service climate: The interaction between service-oriented high-performance work
systems and service leadership. Journal of Applied Psychology.100(4).p.1089.
Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation,
employee engagement and perceived leadership style: a study of managers in the
private service sector organizations in India. Journal of Services
Marketing.29(1).pp.59-70.
Bottomley, P., Gould‐Williams, J.S. and León‐Cázares, F., 2016. The impact of
transformational leadership on organizational citizenship behaviours: The contingent
role of public service motivation. British Journal of Management.27(2).pp.390-405.
Online
Charles Handy Model of Organization Culture. 2019. [Online]. Available through :
<https://www.managementstudyguide.com/charles-handy-model.htm>.

Thank You