Leadership and Management for Service

This report discusses the role of leadership and management in achieving organizational goals, with a focus on the service industry. It covers topics such as assessing current management and leadership skills, discussing future skills, and comparing different service industries. The report also highlights the importance of soft skills in the service industry and provides examples from Wa-Pila hotel.

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................2
Covered in PPT............................................................................................................................2
TASK 2............................................................................................................................................2
Covered in brochure.....................................................................................................................2
LO 3 ................................................................................................................................................2
P5 Asses current management and leadership ‘hard’ and ‘soft’ skills........................................2
P6 Discuss future management and leadership skills .................................................................4
LO 4 ................................................................................................................................................5
P7 Compare and contrast different service industry....................................................................5
CONCLUSION: .............................................................................................................................6
REFERENCES ..............................................................................................................................7

INTRODUCTION
Leadership denotes the role of a leader which encourage the team members to perform
better in order to accomplish the objectives of organisation. Management is an activity which is
perform by the manager in order to manage and control the business operations. To better
understand this concept Wa-Pila has been chosen which is a hotel. There are various topics has
been covered in this report such as: hard and soft management & leadership style and compare ,
contract different service industry organisational change management systems and leadership.
TASK 1
Covered in PPT
TASK 2
Covered in brochure
LO 3
P5 Asses current management and leadership ‘hard’ and ‘soft’ skills
Characteristic & skills of effective managers in different roles in the service industry
As the manager has distinct characteristic & skills which are helpful to take better
decisions in different situations and it is mention as below:
Characteristic:
Confidence: It is important for a manager to be confident so that it can analyse the
situations effectively and take better decisions for the growth of Wa-Pila (Chin, 2015). If
manager shows confidence in-front of their employees then it make them confident and improve
their overall efficiency. At the time of making and executing strategies related to digital
marketing, confident nature of manager can assure other workers that their plan will work.
Delegating: Delegation means transferring power and responsibilities to subordinate.
Few managers do not entrust their junior with more authorities while some like to delegate most
of the work which should be actually done by manager. Wa-Pila understand that they have to
give more decision making power to the employee who are working at middle level management
so their managers promote this concept in the whole organisation.
Skills:
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Problem solving: For a manager it is important to have problem solving skill so that it
can effectively measure the problem and take better decision for the success of business.
Forward planning: To make future plans is important for the growth of Wa-Pila and it
help the hotel to sustain for a long run and beat the competition (Johnston and Marshall, 2013).
Comparison of Hard and Soft skills:
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Hard skills Soft skills
Technical skills: To have knowledge about
advance technology is important for the
manager so that efficiency can be maximize.
Data analyses: This skill is help the manager
to analyse the sales data of previous year and
make comparison with current year so that
better decisions can be taken for the
improvement of sales.
Team-worker: Manager guide the employees
to work in a team so that work can be done in
effective manner and within stipulated time
frame.
Communication: Manager require to have
effective communication skill so that relevant
information can be communicate to all
members who work in Wa-Pila.
Importance of soft skill: For a manager it is important to have soft skills & it is
associated with emotional intelligence that simply means of Wa-Pila hotel must be able to easily
amicably with other. These skills are beneficial for the business growth and success and due to
profitability and productivity will also enhance. It is also help to attract the consumers and it is
good for the organisation (Simkins, 2012).
Wa-Pila is a hotel and they are operating in service industry. Their is a high significance
of soft skills in this industry because every organisation want to provide memorable experience
to their customers and it can not be done without developing ''soft skills'' like people skills,
communication skills etc. Digital marketing help company in taking customers feedback and
promoting their offers in effective way. It is used by Wa-Pila for assuring better customer
satisfaction.
P6 Discuss future management and leadership skills
As the technological business environment is changing very frequently so it is important
for the manager to have technological oriented skills which is helpful to perform the task in
effectively in context to the service industry. To cop with sudden changes there are various skills
are require by the manager of Wa-Pila hotel. The required skills are project management, digital
marketing & social marketing and it is beneficial for the manager to take effective decisions in
context to the growth of company. For that purpose it is important to get training so knowledge
can be develop and it will be helpful to adapt changes which arises in future (Drennan, 2012).
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Evaluate the skills that are crucial for service
Social media and digital marketing: To promote the business social media and digital
marketing is important for the organisation. For that purpose manager it is important for the
manager of Wa-Pila to use social media & digital marketing tools such as: Instagram, Facebook,
Twitter, Websites and online marketing tools. It is helpful to maximize the sales of hotel. The
time spent by people on social media and digital space is rapidly increasing and old techniques
like convincing potential customers through pamphlets or calling is not going to work in
upcoming time. Manager must know about latest trends like how to use hashtag or the correct
timing of posting offers on social media because these new techniques are going to be very
effective in forthcoming time.
Project management: To handle and manage the project this skill is important for the
growth of Wa-Pila and if in future hotel want to make a project which is helpful for the business
growth than skill is beneficial to implement the project requirement in effective manner. New
types of projects like ''customer experience analysis'' are will be required in future for assessing
correct demand and supply. Like of many hotels, Wa-Pila is also facing issue of excessive
demand in peak season and low demand in lean session. This problem is not going to end in
future and analysis experience of customers through social and digital media can help in making
effective plans for both seasons.
LO 4
P7 Compare and contrast different service industry
Change in context of organisations can be as undeniable. It is essential for organisation to
go through change in an ideal manner so that its purpose can be served. Below is a brief
description of the manner in which different services industries implement change with their
organisation.
Wa-Pila Hotel: As leaders implement remedial change when they analyse the need to
address deficiencies or poor performance of corporation. As an example, if Wa-Pila has
introducing new software programme to manage and control the inventory than manager should
ready to adapt the changes and take training so that new changes can be implement effectively.
To implement the changes effectively it is essential for service managers to fulfil their roles and
responsibilities ideally which involves providing training and communication crucial information
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to subordinates. After this it is important to compare with current performance with standard
performance so that contrast can be determine. The remedial change could be further supported
with the use of democratic approaches to leadership so that employee are able to transform in the
ideal manner. The change in this extent could be promoted through a discussion involving visual
presentation. This presentation assists employees in identifying the need for the change and
ultimately accepting the same. While implementing the change, principles of inclusiveness and
rationality are emphasized.
MGN Events: It is an event management company operating in the market of United
Kingdom. Event industry is dynamic and experience significant changes on a daily basis.
Therefore it is essential for MGN events to opt for transformational changes in the organisation
so to deal with the external forces in an ideal manner. It affects the performance of a corporation
& organisations must be best suited to withstand rapid changes in context to the industry are
nimble, adaptable & prepared to apply better plans as per the requirement. (Larson and Gray,
2017). The principles of change management which are relevant in this aspect are formation of a
culture, employee engagement and innovation. The principles which are emphasized to deal with
change are different from the ones which has been considered for Wa-Pila hotel. Although
managers are responsible to formulate policies and manage staff so that change could be
incorporated which is similar to the case of Wa-Pila hotel. On the contrast, this hospitality
business carries their own change management system which assures that contingencies are
minimized. For the purpose of communicating information and strategies, internal
communication system is employed which involves written messages. The undertaking of this
approach minimizes chances of error resulting in better change management.
CONCLUSION:
As from the above report, it has been concluded that management and leadership plays a
vital role in order to achieve the goals of corporation. As there are hard and soft management
skills are required to accomplish the predefined objectives. To lead and motivates the employees
leadership is very important for an organisation.
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REFERENCES
Books and Journals
Larson, E. W. and Gray, C. F., 2017. Project management: The managerial process. McGraw-
Hill Education.
Drennan, J., 2012. Masters in nursing degrees: an evaluation of management and leadership
outcomes using a retrospective pre‐test design. Journal of Nursing Management. 20(1).
pp.102-112.
Simkins, T., 2012. Understanding school leadership and management development in England:
Retrospect and prospect. Educational Management Administration & Leadership.
40(5). pp.621-640.
McMurray, A. M., and et. al., 2012. Leadership succession management in a university health
faculty. Journal of Higher Education Policy and Management. 34(4). pp.365-376.
Johnston, M. W. and Marshall, G. W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.
Chin, R. J., 2015. Examining teamwork and leadership in the fields of public administration,
leadership, and management. Team Performance Management: An International
Journal.21(3/4). pp.199-216.
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