Leadership and Management for Service Industries

This document discusses the importance of leadership and management in the service industry. It explores different skills required for effective leadership and management, both current and future. It also compares and contrasts different types of service industry change management systems and leadership styles. The document provides valuable insights and knowledge for success in the service sector.

Leadership And
Management For
Service Industries

Table of Contents
Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT...........................................................................................................................1
TASK 2............................................................................................................................................1
Covered in Brochure...................................................................................................................1
TASK 3............................................................................................................................................1
P5 Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples.................................................................................................1
P6 Future management as well as leadership skills needed by the service sector and how these
can be achieved...........................................................................................................................3
TASK 4............................................................................................................................................4
P7 Compare and contrast different types of service industry and organisations change
management systems and leadership in implementing change...................................................4
CONCLUSION ...............................................................................................................................6
REFRENCES...................................................................................................................................7
.........................................................................................................................................................7

INTRODUCTION
Leadership introduces as the capability of an individual or a group of persons to guide as
well as influence followers and many other members within an organisation. Management refers
as the coordination and organisation of the activities of an enterprise in order to accomplish
defined objectives. It consists of different interlocking functions of developing corporate policy
and planning, organizing, leading and monitoring an organisation's resources to accomplish the
objective of that policy (Dhar, 2016). Leadership and management in service industry is a wide
concept which will help business to achieve long term goals successfully. Main purpose of
service sector is to earn revenue via giving intangible services and products. For this project,
Sunborn London Hotels is a given service sector. Main purpose of doing this report is to analysis
different types of leadership style and classical management theories within service industry. In
this report, different factors will be included which influence on management style and structure
in context of service industry. At last, current as well as future management and leadership skills
in service sector will also covered in this project.
TASK 1
Covered in PPT
TASK 2
Covered in Brochure
TASK 3
P5 Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from specific
service sector examples
Leadership and management skills within a service industry is important for its success
and development (Jauhari, Singh and Kumar, 2017). There are basically two types of skills
which is soft and hard. Hard skills are measurable and teachable abilities such as reading, writing
etc. On the other side, soft skills includes different types of skills such as communication,
listening etc. All these type of skills will be required by business manager and leader of Sunborn
London. Therefore some important soft and hard skills related with leadership and management
have been determined as under:
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Hard skills of management and leadership: There are different types of hard skills require by
manager and larder within service industry. Some important and useful skills have been
determined as under:
Problem solving skills: It introduces as a type of hard skills which is require by business
manager and leader of Sunborn London. For example: Conflict is main issue in Sunborn London
which will negatively effect over the growth and success of business by increasing number of
employees turnover. In order to eliminate that issue, problem solving skills will highly help
manager and leader to easily solve such problem and gain better advantages easily.
Information sharing skill: This is a hard skill in management that will be essential for
manager in sharing of entire information for their employees that results in no or less conflict
among workforce. This turn to helps Sunborn London in accomplishment of long term goals and
attainment of talented workers for longer time period. For example: there are different types of
communication styles such as aggressive communication, passive communication, assertive
communication. These styles will helps hotel manager in communicating of entire information
systematically and effectively.
Motivating skills: It is also consider as an effective and essential type of hard skill which
is require by business manager and leader of Sunborn London (Lindblom, Kajalo and Mitronen,
2015). For example: High employee turnover is biggest issues which will negatively effects on
business success and growth. With the help of this skills, manager have to use various kind of
motivation techniques and theories. As it will help a manager to motivate their followers and
employees. As it assist them in reducing high employee turnover and also help them to improve
their profitability and productivity easily.
Soft skills of management and leadership: There are certain types of soft skills required by
manager and leader in service sector. Some useful and important skills are determined as under:
Communication skills: It is consider essential skills which is needed by manager and
leader of Sunborn London. Communication is important for leader and manager to communicate
with employees in accurate manner. For example - To resolve conflict and maintain good
relationship with employees, managers of Sunborn London needs to adopt effective
communication techniques. This would help in influencing them to positively support each other
in completion of task (Mehta, Verma and Seth, 2014). Having a good relationship with workers
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will assist an organisation to achieve long term objectives and retain workers for long time
without any issues.
Giving and receiving feedbacks: It will also consider important skills which must be
needed by business manager and leader. For example – By collecting feedbacks from employees
about their safety, security, services and process within Sunborn London, better cooperation of
them can be gained for improvement of same. As it will highly support an organisation to
accomplish objectives and goals easily.
P6 Future management as well as leadership skills needed by the service sector and how these
can be achieved
There are different number of skills will be suggested to the manager and leader for
future development. Some future skills for management and leadership will be determined as
under:
Future management skills: There are some future management skills which is mainly needs by
business manager of Sunborn London. Some are determined as under:
Managing discipline: It is consider as a type of management skills which will help a
manager to manage discipline within service industry (Mok, Sparks and Kadampully, 2013). For
example: In Sunborn London, there are some employees who not work in proper and disciplined
manner. In this situation, discipline skills in business manager is highly needed as it will help
them to manage discipline and give accurate guide to work in proper and time to time.
Planning: It introduces as an effective and useful skills which will support a manager to
plan an effective strategy, policies and procedures towards achievement of long term objectives
and goals. With the help of this skill, they can easily achieve better outputs within a given time
period.
Future leadership skills: There are few leadership skills or capabilities which is requires by
manager of Sunborn London. Some significant future leadership skills will be determined as
under:
Creative Thinking: It is important skills which will help a manager to achieve better
outcomes easily. Creative manager have the capability to devise innovative ways to execute
tasks, meet challenges and solve issues within give time duration. It is essential for success and
growth of an organisation and will also assist them to accomplish better results (Pentareddy and
Suganthi, 2015).
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Positive Attitude: It is also identify as a type of management skill which will assist them
in future. Positive attitude of manager within service industry help an organisation to retain
workers for long time and attain long term objectives easily.
All these types of management and leadership styles will be achieved by using
management and leadership styles such as democratic leadership style, Transformational
Leadership, Participative etc. All these are consider essential types of styles that will be essential
for managers and leader in attainment of managing discipline skill, planning skill, positive
attitude and creative thinking.
TASK 4
P7 Compare and contrast different types of service industry and organisations change
management systems and leadership in implementing change
Today, with advancement of technologies, it becomes essential for all organisations to
pay attention to make changes in business. As human resources, accounts and administrations are
taken as main pillars of a firm, therefore, to work in an error-free manner, implementation of
latest technologies within organisation, helps in customising the organisational needs. But for
this purpose, service industries are needed to change their management and leadership styles
first, so that changes can be implemented within communication techniques, marketing and
branding, so on for creating higher standards for Quality. In this regard, Sunborn London hotel is
going to work on installing cyber security measures like cloud technology and hardware
authentication, to prevent both customers and business data from fraudulent activities. Therefore,
managers are needed to change their management styles as well.
Basis of comparison Sunborn London Cuba Holidays
Change management System Change management system
gives a systematic approach
for Sunborn London to control
the life cycle of entire changes,
facilitating beneficial
variations to be made with
minimum disruption within
service industry. For this,
Change management system in
Cuba Holidays will also assist
in managing change in
production process. It is going
to introduce AI concepts in
business, for enhancing
accountability of business. For
this purpose, Lewin’s change
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kotter's 8 step model is
consider best change model
which will help in
implementation of
technological changes in
business effectively.
management model is most
effective and important for
them to attain long term
objectives and manage their
operations in systematic
manner (Popli and Rizvi,
2015.).
Leadership Sunborn London have been
used democratic leadership in
which they only has power to
make decision and influence
employees to follow that
decision. It will impact on an
organisation while
implementing leadership style
within service industry.
Cuba Holidays have been
followed Autocratic leadership
style in which is they tells their
employees about what and
how to do it, without acquiring
their advice. This style will
also impact on business while
implementing leadership and
accomplishing success within
given time duration.
Effect of technology Technology has direct effect
on leadership and management
styles within service industry.
In case of Sunborn London,
technology helps the leader to
view the number of tasks
attained by team members in
real-time. It also assist them
communicate any change
within the tasks they are doing
no matter where they are .
Technology has not only
facilitated freedom to
In case of Cuba Holidays,
technology helps hotel
manager in recruitment and
selection of talented candidates
through online platforms that
results in less time and also
minimum amount of capital.
Changes ion technology will
also has effects on the
leadership styles by providing
accurate guidance to the team
members towards attainment
of common goals and
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employees of working with
ease but has also empowered
leaders to manage from a
distance
objectives of hotel.
CONCLUSION
From the above mentioned information, it has been concluded importance of leadership
and management within service industry. In the organisation, leader and manager have different
role which will help an enterprise in its growth and success. Different internal and external factor
have been impacted on management structure and management style in direct manner. Along
with this, various number of soft and hard skills have been used by manager and leader to gain
competitive benefits and retain employees for long time.
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REFRENCES
Books and journals
Dhar, R. L., 2016. Ethical leadership and its impact on service innovative behavior: The role of
LMX and job autonomy. Tourism Management. 57. pp.139-148.
Jauhari, H., Singh, S. and Kumar, M., 2017. How does transformational leadership influence
proactive customer service behavior of frontline service employees? Examining the
mediating roles of psychological empowerment and affective commitment. Journal of
Enterprise Information Management. 30(1). pp.30-48.
Lindblom, A., Kajalo, S. and Mitronen, L., 2015. Exploring the links between ethical leadership,
customer orientation and employee outcomes in the context of retailing. Management
Decision. 53(7). pp.1642-1658.
Mehta, N., Verma, P. and Seth, N., 2014. Total quality management implementation in
engineering education in India: an interpretive structural modelling approach. Total
Quality Management & Business Excellence. 25(1-2), pp.124-140.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Pentareddy, S. and Suganthi, L., 2015. Building affective commitment through job
characteristics, leadership and empowerment. Journal of Management & Organization.
21(3). pp.307-320.
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.
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