This report covers topics such as classical management theories and leadership style, current and future management and leadership skills, and management and leadership skills within the service sector. It also discusses change management systems and leadership in implementing change in service organizations.
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Leadership and Management for Service
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Table of Contents INTRODUCTION...........................................................................................................................3 TASK 1............................................................................................................................................3 Covered in PPT.......................................................................................................................3 TASK 2............................................................................................................................................3 Covered in brochure...............................................................................................................3 TASK 3............................................................................................................................................3 P5. Current management and hard and soft leadership skills providing service...................3 P6. Future management and leadership skills required by business organization.................4 TASK 4............................................................................................................................................4 P7.Differentserviceorganizationchangemanagementsystemandleadershipin implementing the change........................................................................................................4 CONCLUSION...............................................................................................................................5 REFERENCES................................................................................................................................7
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. Thus, both the management as well as leadership are interlinked with each otherto solve all the business issues and achieve the long term objective successfully. For the better understanding of report Wa-Pila Hotels has been selected which is a part of hospitality industry and offer hotel facility, accommodation as well as food and beverage serves to the traveller. Along with the effective leadership and management technique company is adopting modern approach in order to make their staff happier and motivate to influence their behaviours in favour of an organisation.This report cover following topic such as classical management theories and leadership style. Further, factor that influences management style for the services, as well as current and future management and leadership skill. Moreover, demonstration of management and leadership skill within service sector are covered in this report. TASK 1 Covered in PPT TASK 2 Covered inbrochure TASK 3 P5. Current managementand hard and soft leadership skills providingservice Management skills:Manager plays an essential role in building the hospitality industry by using their skill like planning, problem solving,team dynamics,managing disciplineand motivating staff (Fitzgerald and et. al., 2013). These current skill are utilized by manger to receive best possible output within specific duration. Leadership skills :Along with management leadership skill are also valuable for the organization as it motivate the organization to perform the task in particular manner (Johnston, and Marshall, 2013).Therefore, there are various skills that need to be adopted by the management as well as leader in effective manner. The explanation of different skills are defined below:
Problem solving:This skill is considerable necessary for the leader to adopt as they overcome the hurdle faced by the employee while performing their roles and responsibility. Along with that as the manager has foresight vision so they gain the deep insights regadiang the external condition and internal environment to prepare the suitable strategy.Further, Wa-Pila maintain the organization activities and solve the problem within stipulated period of time. Effective communication and decision making skill:It refer to the process under which the ideas as well as opinion are shared between different level of an organization. The manager of Wa-Pila company interact and maintain the transparency by sharing the objective and position of company. Along with that the leader encourages the group discussion or brainstorming method that help the personnel to come up with innovative idea in order tyo gain organizational success. Hard and soft skill which influences leadership style Hard skills of ManagementSoft skills of leadership It include skills like persuading other and knowingmorethanonelanguagebecause they are the representative of company and directly communicate with customers . It include skills like delegation of authority and communication which are the effective skills of leader needs to adopt within Wa Pila hotel.It helps in accomplishing the target of business. Technical skill holds great relevance which need to be adopted by the employees of Wa- Pilainordertoremainflexibleandgain growthinfuture.Sothecompanycan analysesthechancesandfunction accordingly. Theconstructivefeedbacksgainedfrom customer by the Wa-Pila company need to be considerer for the future by bring alteration in the existing process. Therefore, both hard as well assoft skill has its own relevance which together function to fulfil the shared targets that lead to achieving predetermined objective of an organisation. P6. Future management and leadership skills required by business organization With the advancement in technology and increase in number of competition the existing management and leadership skills needs to be enhanced. Due to the strong influence of these factor the awareness of customer has increased due to which company should train the employee
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to improve the soft skill of an employee.Thus, the manager of Wa Pila hotel needs to development certain skill like effective communication andteam dynamics which helps to deal with the complex external situation. Moreover, to fill the gap between existing and future skill training is provided by the Wa- Pila company on the regular basis. This helps to strengthen the capability and successfully targets of hotel by building long term relationship with customer (Lee, Lee and Park, 2014). Further, for this the hotel needs to highly provide convenience to the customerlike receiving the guest from airport. The hotel should design favorable policy for the employee which act as an extrinsic motivation and pushes them to maximize their effort. Apart from this company can motivate the internal staff by praising their effort and provide them monetary and non monetary benefit like salary hike, incentive, promotion, appraisal etc (Chen and Cheng, 2012). Thus, long term growth opportunity is one of the most essential factor that helps the employee to adopt additional or future management and leadership skill as it is one of the satisfaction factor fort an employee. Skill evaluation for services Use of digital media:Due to the evaluation of technology and extensive use of digital media has enhanced the significance among employee of Wa-Pila to be technically aware in order to sustain in the changing environment. Further, on the basis of digital media the company can deliver the value to the segmented market. This hold greater relevance as it can engage the traffic by promoting the organization via social media or search engine optimization. Effective management of project:This skill assist to effectively manage the project in order to enhance the skills of employee and fulfill the requirement of business. Basically the Wa- Pila company design the project on the basis of skill and the future requirement of an organization that need to be address by the p[articular hospitality organization. TASK 4 comparison P7. Different service organization change management system and leadership in implementing the change Change management is an essential part ofservice industry thus business needs to makes the alteration based on future needs. For instance, earlier employee satisfaction was not
considered much but today with change in perception employee are considered most esse4ntial asset.In relation toWa-Pila hotel based on the change management the role and responsibility of service organisation are defined below: Roles and responsibility of service manager ï‚·Provide training and development session to the new as well as existing staff so that they do not remain reluctant to changes (Birasnav, 2014). ï‚·Maintain the better coordination among the various level and department and replace the competition with cooperation among the team. Kurt Lewin change model:This model include the three stages of changing processes that is unfreeze, change as well as freeze which is adopted by the Wa-Pila that is explained below: Unfreeze:In this stage the manager and employees of Wa Pila understand the relevance of changes due to which they think to change their existing regimes and adopt the new methods top conduct the business. Change:The employee learn new skill like doing major activity via technology. This is tough for the employee to adopt the new habits as they come out of their comfort zone and acquire new habits. Refreeze:As employees become habitual to acquire new habits but still there is a scope to get back to old habits so the manager continuously monitor the activity of employee and help them to inculcate new skills effectively. Comparison among Wa-Pila Hotel and Marriott International Basis of differenceMarriott InternationalWa-Pila Hotel ChangesIt consist of large hotel chain that operate national (UK) and internationalboundaries.So this hotel are more proneto changes and risk taking ability (Jiang,Chuang,andChiao, 2015). Wa-Pila hotel are less prone to change management as they do notadoptthechanges frequently that can hamper the market share and profitability of company. Leadership styleMarriotthoteladoptstheWa-Pilacompanyuses
bureaucratic leadership style to maketheeffectivedecision and rapid adopt the changes. autocratic leadership style. Therefore, based on the change management Wa-Pila Hotels should motivate their staff to adopt changes and uses core competency to give tough competition to their competitor. CONCLUSION From the above report it has been determined that hospitality industry is an essential part of service market that help in delivering convenience to the customer. For this 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 sectorthathelptominimisethegapbetweencurrentandanticipateskillrequirement. Furthermore, change management system helps the industry to sustain for long duration and lead the organization in right direction.Therefore, alternation helps the business to attain its objective successfully.
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REFERENCES Books and journals Fitzgerald, L. and et. al., 2013. Distributed leadership patterns and service improvement: Evidence and argument from English healthcare.The Leadership Quarterly.24(1). pp.227-239. Lee, J., Lee, H. and Park, J. G., 2014. Exploring the impact of empowering leadership on knowledgesharing,absorptivecapacityandteamperformanceinIT service.Information Technology & People.27(3), pp.366-386. Birasnav, M., 2014. Knowledge management and organizational performance in the service industry: The role of transformational leadership beyond the effects of transactional leadership.Journal of Business Research.67(8). pp.1622-1629. Jiang, K., Chuang, C. H. and Chiao, Y. C., 2015. Developing collective customer knowledge and serviceclimate:Theinteractionbetweenservice-orientedhigh-performancework systems and service leadership.Journal of Applied Psychology.100(4). p.1089. 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.