Leadership and Management for Service

Leadership and Management
for Service

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
This part is covered in PPT ........................................................................................................1
Covered in to Broacher...............................................................................................................1
P5 Soft and hard skills of management and leadership...............................................................1
P6 Future management and leadership skills..............................................................................3
TASK 4............................................................................................................................................4
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing the changes..............................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
Leadership and management styles play a crucial role in service industry, where
intangible services are rendered to the customers. A leader is the one who influence the
subordinates to achieve goals of an organization(Ashraf and et. al., 2014). Whereas a manager
control and direct the employees and make plans and policies which are to be followed by the
company. Here in this assignment hotel Wa-Pila is chosen as the hospitality which provides
services to the customers to satisfy their need and desires. In this assignment the role and
characteristics of leaders and managers, different classical management theories, external
internal factors which influences the management styles will be discussed further.
TASK 1
This part is covered in PPT
TASK 2
Covered in to Broacher
TASK 3
P5 Soft and hard skills of management and leadership
Characteristics of effective manager Communication skill: A manager should have good communication skills, These skills
can be in the form of phone, email, face to face interactions(Nixon, Harrington and
Parker, 2012). The manager of hotel Wa-Pila should have good communication skills as
well as listening skills by this they can properly analyse what a customer want from the
organization.
 Problem solving ability: A manager should be aware of the problems which affects the
organization such as internal or external factors. Hotel Wa-Pila's manager should know
how to deal with the problems by adopting effective planning strategies.
skills of effective manager Decision making skill: This skill is very important for managers to decide what to be
done for further actions. Decision making strategies should be effectively planned for the
organization. If proper decisions are not taken by the managers then it can affect the
organizations objectives.
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