Leadership and Management for Services Industry

This assignment discusses the classical management theories and the role of leaders with different leadership styles in the service industry. It also reviews the management and leadership style in a particular service sector company and assesses the current management and leadership skills in the service sector.

Leadership and
Management for
Services Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
P1. Different classical management theories in a service industry context................................4
P2. Role of the leader and different leadership style..................................................................5
P3. Review the management and leadership style in particular service sector company...........7
TASK 2............................................................................................................................................7
P4. Investigation of internal and external factors that influence management styles and
structure.......................................................................................................................................7
TASK 3............................................................................................................................................9
P5. Assess current management and leadership 'hard and soft skills' of a specific service sector
.....................................................................................................................................................9
P6. Discuss future management and leadership skills needed by the service sector................10
TASK 4..........................................................................................................................................12
P7. Compare and contrast different service industry organisations change management
systems and leadership in implementing change......................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership is the process and activity of leading, guiding and motivating employees and
workers of a company so that they can use their skills and knowledge for the maturation and
improvement of the organization in appropriate manner. Management indicates to the procedure
of planning, managing, controlling, directing, organising, coordinating and controlling the
business operations and activities so that the firm can operate its business concern in effective
style and attain its set business objectives in given time period (Al Rahbi, Khalid and Khan,
2017). This assignment is based on Marriott International is an American international
diversified hospitality organisation which administrates and franchises a broad portfolio of hotels
and affiliated loading facilities. This firm was established by J Willard Marriott and Alice
Marriott in 1927 and headquartered in Washington D.C. US. This firm has 30 brands with 7003
properties in 131 nations and territories around the world. It offer hotel and resort services and
there are 176,000 people who contribute in running the business of the company. This document
will discuss about the classical management theories and the role of leaders with different
leadership styles. Further, will explain about various management styles and current & future
management & leadership skills in service sector.
TASK 1
P1. Different classical management theories in a service industry context
Classical management theories are those concepts which are utilized by the organisations
for the effective management and administration of organisations so that the firm can operate and
operate its business concern in adequate mode. There are contrastive theories of classical
management which can be used by the management of Marriott for the efficacious
administration of the organization (Noe and et. al., 2017). They are defined as follows:
Scientific management theory- This theory was formulated by FW Taylor for the
effective administration of the organisation. This concept indicates that for the appropriate
management of the firm task and work must be framed in scientific manner so that it can easily
replace as per the new rules and methods (Basuki, 2015). In context of Marriott, if the
administration of the company follow this concept then the manager should allocate and assigned
the work and duties according to their the knowledge and competencies so that they can perform

the task and responsibilities in adequately. It will help in adequately accomplishing the set goals
and verifiable of the firm and help in its success.
Bureaucratic management theory- This administration concept was given by Henri
Fayol and Max Weber so that by using this theory the firm can make good management at their
workplace and the goals can be accomplish in adequate manner (Buchbinder, Shanks and Kite,
2019). In Marriott, if the administrators of the organisation use this concept than it is necessary
that they should divide the work and task to their workers according their specialization because
it help in maximizing outputs by making employees more effective. If the company will
implement this concept then the employees will work in designed manner and it help in making
fairness at workplace in context of work, compensation and other which encourage employees
and they perform their duties more effectively.
Administrative management theory- This management conceptualization developed by
Henri Fayol to manage the business activities, task and employees of the firm so that they can
work for the development of the company. This concept is supported on the conception of
division which refers to the management of those activities and operation which are performed
by a specific department of the company with the motive of accomplishing a common goal and
objective. In Marriott, the managers must encourage their subordinates by thinking and taking
action to execute the plan (Nieves and Segarra-Ciprés, 2015). With the assist of this the
administration of the company can proceeds effective determination with the purpose of
organisational growth or development and guide the employees regarding their work and task so
that they perform them adequately.
From the preceding information it can be terminated that among these various classical
administration concepts scientific management theory is good for the management of the
company because within it the manager allot work according employees skills and it perform in
scientific manner which help in attaining the business goals of the company properly.
P2. Role of the leader and different leadership style
Leader indicates to those persons and individuals who use their skills, knowledge and
competencies to lead, guide and motivate the employees and workers of the company (Dhar,
2016). So that they can help understand the work and encouraged to complete the work in
efficient manner. So that the firm can achieve its set business concern objectives in effective
way.

Role of leader
In Marriott, A leader play different role, some of them are defined as beneath:
Visionary- In Marriott, leader play an important role by setting the vision and objective
regarding a task and business (Dinçer and Hacioğlu, 2016). The individual help in formulating
the vision for the company so that employees can consider the goal and perform their actions and
activities so that allotted activity can be accomplish in granted time period.
Influencer- It is another function which is played by them in a company. In Marriott, the
person motivate and encourage employees regarding their assigned work and encourage them
when they are feeling demotivated (Al Rahbi, Khalid and Khan, 2017). They conduct and
organised motivational sessions so that feel relax and influence or perform their responsibilities
with motivation in term of attaining their goals and aims.
Decision maker- It is also an essential function which is played by the leaders in a
organization so that the firm can run in proper way. In Marriott, leaders are also responsible to
take decision regrading work and growth of the company (Basuki, 2015). By playing this role,
they will take decisions in context of allotting work to workers as per their skills and knowledge
so that they can complete heir task by fulfilling its requirements.
Team player- In Marriott, leader play and sentential role of team player. When the
workers are performing in an unit of group and face any issue then leader help in resolving their
problems by providing them effective solution (Buchbinder, Shanks and Kite, 2019). They also
help employees in building good relation with other team members. During the time of team
work they assist team worker in performing their work and motivating them.
Leadership styles
There are different leadership form, some of the are referenced as beneath:
Autocratic leadership style- In Marriott, in this leadership style, leader is responsible to
take decision and ordering the work and assigning the task to its employees without considering
anyone else advice (Dhar, 2016).
Democratic Leadership style- In this leadership style, if the respective company follow
it, then the leader provide chance to employees to take part in determination devising and
consider their views. But the concluding decision is interpreted by the leader and employees
work according to that.

Delegative leadership style- In Marriott, if the management of the company follow this
leadership style, then the leader permits the employees to proceeds determinations however the
person is answerable to the determination which re made (Fontana and Musa, 2017).
Management styles
There are several management styles, some of them are explained as follows:
Consultative management style- In Marriott, in this administration style, manager
consult the employees and workers but the last judgement is condemned by the individual
(Gibson and Parkman, 2018). These kind of administrative style involved in determination
devising process and can also lead to a dependency of the workers.
Persuasive management style- It is another management style which can be follow by
Marriott. In it, decisions are taken by the manager and they do not involve the support and
suggestions of others (Fontana and Musa, 2017). This administrative style does not wok when
employees do not support management.
Democratic management style- In receptive organisation, if the administration of the
firm work according to this management style, the democratic administrators offer an
opportunity to engage employees in determination devising so that they can parcel their idea and
views.
P3. Review the management and leadership style in particular service sector company
Marriott is a large international diversified hospitality organisation. They concentrate on
developing a hierarchical structure as it permits the firm easy to accomplish the craved content.
This company follows Democratic leadership style in which is offer the chance to make
participation to its workers in determination devising procedure and consider their views and
thoughts for organisational growth if they are effective. It encourage employees and lead to them
a better job satisfaction (Dinçer and Hacioğlu, 2016). During the time of determination devising
procedure with the help of open communication employees can make communication with their
seniors and share their issues and problems regarding their work or get effective solution.
Scientific management theory is an efficacious concept for the management of the
company because it help the company in maximizing the production of the company by focusing
on development of business operations. This theory is depend upon observation an experiments
so by making effective planning accuracy is attained. Different leader's role are effective for the
performing the organisations task and work. They can beneficial to motivate employees and

attaining the task goals which are allotted to employees (Jaca and Psomas, 2015). Democratic
management style is effective for the company became in it the workers can share their thoughts
and problems regarding work with their seniors and get effective solution. So that they can
perform effectively.
TASK 2
P4. Investigation of internal and external factors that influence management styles and structure
Each and every organisation, whether business or non-business, has its environment and
the organisational environment denotes intrinsic and outside environmental components which
impact the organisational activities and decision making (McCaffery, 2018). In Marriott, internal
and external factors are those components and elements which impact the working artefact and
administration style of the organization in favourable and unfavourable manners.
Internal factors- These are the components which influence the construction and administration
of the organization internally in service sector. Some internal factors of Marriott are as follows:
Culture of the company- Culture of the include the values, beliefs and attitudes of
workers and employees. The administrator of firm must look after the civilization of hotel
whether workers are capable to perform their duties effectively within group work and
collaborations. For example, if affect the business of the firm when this hotel expand its business
at new destination and do not offers its services and products according to the culture of that
location or nation than it negatively impact the artefact and administration variety of the firm.
When the company offer its services as per the culture of the country then it change the
administration style accordingly.
Administrator's personality- It is an another internal factor of a company which highly
impact the establishment style and constitution of the organization. The administrators in
Marriott follow different style of management accordant to the condition. For instant, to maintain
the effective quality of services which are offered by this firm, manager can use democratic
management style under which they can reckon workers views and ideas by offering opportunity
to them to take part them in determination devising (Gibson and Parkman, 2018). In it, managers
can familiar with employees skills and knowledge and assigned work according to them. So that
they can complete their activity in efficacious mode which positively affect the business of the
company in term of growth.

External factors- These are those elements which create determinant upon the business actions
and activities of the company. In Marriott, there are various components that influence the
structure and management kind of the administration. Some of them are defined as below:
Political and economical factors- There are major components which highly affect the
business of the company (Moskalenko and Yevsieieva, 2015). Marriott operate its business
globally in various nations so it is highly affected by political factor. For example, if the
management of Marriott expand its business at that location where it is not operating so the rules
like trading laws and political stability which affect the management style, structure and business
of the company. Terrorist attack is an another external factor which affect the business of the
company in negative terms. Economic factor is also create its impact upon the company. High
exchange rate for the US dollar also influence the business of this respective firm. In America, It
discourage people from travelling and foreign tourists from visiting different locations so they
will not take the benefit of the services of this hotel which influence Marriott. Slow economic
growth in China also create impact upon the business of the firm.
Digital technology- It is another external factor which affect the business of several
companies. In Marriott, it affect the structure and management style of the company. Now these
days there are various technologies are developed so they affect the business operations of the
company. For instant, In Marriott, if there are any technological changes are occurred then they
impact on the working style of this firm (Jaca and Psomas, 2015). If the management of the
company use digital technology like web advertisement for creating awareness about its existing
and new services than it favourably affect the business of the company.
TASK 3
P5. Assess current management and leadership 'hard and soft skills' of a specific service sector
Management and leadership soft skills
Soft skills are a collection of individuals abilities, ethical attainment, abstraction ability,
characters and personality traits, attitudes,, attributes and social or emotional intelligence which
are beneficial to navigate their environment, work well others (McCaffery, 2018). It can be an
interpersonal skill of a person who consist various components like attributes, communication,
traits and other to make good relation with the employees of the company which help in adding
the value in brand image of the firm. These skills are helpful got managers and leaders to be

more efficacious in their occupation, build good relations personally and professionally as well
as create career growth options (Noe and et. al., 2017). In Marriott, these skills are monitored as
essential components because they help leaders to bring the level of skilfulness and assistance
their team spirit in efficient way. Therefore, it has large affect over Marriott management and
leadership style that is explained as follows:
Decision making- It is monitored as an important portion of leader as it affiliate with
using antitrust and foremost strategical determination to workers which amends overall
execution of the company (Psomas and Jaca, 2016). With high extant of soft skill affect Marriott
leadership to appendage business analysable situation and supported on that making restorative
course of action which use to get effective result from workplace and a more favourable work
culture in the organisation.
Teamwork- It is another characteristic of brushed abilities as it assist the administrator to
assistance its workers to activity in jointly and use their effectiveness regarding the achievement
of organisational objectives. Moreover, recruiting workers with progressive brushed abilities can
have a necessary effect upon Mrriott ability for functioning efficiently, with its own structure and
as part of their sector (McCaffery, 2018). For example, in service aspect organisations hiring
workers with powerful abstraction and group work competencies so that they offer effective
services and achieve foremost consumer occurrence as well as enhance productivity and
maximize profitability.
Management and leadership hard skills
Hard skills are mention those particular abilities, competencies and capabilities that a
person can process and demonstrate in a measured manner. These kind of abilities are
nonheritable by ceremonial education, observation, experience and preparation programs in
context of perform organisational task in an efficacious manner within given time extent. These
skills are commonly implemented at the time of recruitment and interview to make comparison
between applicants and employment (Moskalenko and Yevsieieva, 2015). For example, in
Marriott, the management of the company consider hard leadership and management skill within
candidates so that they can contribute in organisation's growth and development. In the front
desk services or customer relationship management services, the management of company
required these kind of skills like, computer knowledge, MS Excel and others to record of
employees attendance, pay benefits, payroll etc. So these kind of skills help manager to govern

all business activities in appropriate manner that helps them to minimise issues and
miscommunication between workers and create better workplace where employees can perform
in good manner.
Future management and leadership skills important for service sector
In Marriott, the management of the company utilise democratic leadership style cause of
modification in employed form within which there are some functions and duties to workers and
company through which they can take effective determination (Sadgrove, 2016). It help in
offering to them various benefits. In future, they can use delegative style of leadership with the
assistance of it, the firm can provide decision making rights to workers and they perform action
by taking effective decision in context of organisational success and growth in term of
profitability and revenue.
P6. Discuss future management and leadership skills needed by the service sector
Now these days, the business concern viewpoint is speedily dynamical crosswise
commercial enterprise as it continue to germinate accordant with demographic directions,
modifying cognitions regarding activity and greater ethical diverseness (Shamim and et. al.,
2016). While administration power will proceed to diminution but administer will stay captious
components within a company.
Future management skills
It indicates to those skills which are required to the administration of the company to
monitor and control the future actions and operations of the company in appropriate manner.
Regarding Marriott, the administrators will required to accurately understand technology to
utilize its challenges and growth options in information management, career competencies
development, workplace roles and others which help in increasing profit margins and enhancing
productivity of the firm. Furthermore, rising technological tools and techniques will assist future
administrators to evaluate the soft skills regarding understand and providing support to
employees for acquiring profit margins with an best utilization of origins. In addition to it,
Marriott administrators should acquire to develop cultures in non conventional work
environment as well as they should be more erogenous and comprehensive to every employees
and utilize disciplinary course of action in order to render a flexibility and diversification in
working environment (Nieves and Segarra-Ciprés, 2015). Still, employer can be transparent and

nonpartisan regarding human resource which generate favourable representation between them
and improve brand image of the company in competitive sector.
Future leadership skills
It refer to those skills and competencies which are required and necessary to leaders in a
company to lead and guide workers and individuals so that they can activity according to attain
the future growth of the company (Shaw, 2016). In order to preserve and endure in a competitive
environment till long time period, it is essential for a leader that the person include contemporary
and amentiferous abilities in order to administrate analyzable business concern determines. In
context of Marriott leader, they should have cerebral ability in order to comprehend, analyse and
administrating employees feelings and sensitivity that assists them to build flushed and friendly
relations and improve economic condition and increase profitability. Furthermore, they will
require to be capable to precede their impression with lucidity and certainty which assist them to
accomplish advanced horizontal of credibility, minimise and reduce personalized obstructions
which vantage them to create a best operative surroundings and it add worth to brand
representation between agonistic boundary to accomplish sustainable competency.
However, there are several competencies which assist Marriott management or leadership
to diagnose their execution in an appropriate manner (Slåtten and Mehmetoglu, 2015).
Therefore, as per preceding defined skills it assist Marriott leadership to maximize its
productiveness as well as modify their capability to increase competitory advantages in an
effective style.
Evaluation of management and leadership skills
In proceeding of modifies fetching place in company Marriott Hotel then it is essential to
administrate and track group which helps in supplying better services. As in hotel, there are
various kinds of target audiences, so it is crucial for administrators to lead and manage terms.
This help in utilizing modifications and get correct benefits (Veríssimo and Lacerda, 2015). With
proper management and leadership, it is easy for administrators to enchiridion and determine
execution that they are playing in particular way.

TASK 4
P7. Compare and contrast different service industry organisations change management systems
and leadership in implementing change
In current premise of agonistic world, there is a high demand of progressive technology
that vantage organisation to assume accrued productiveness and profit margins (Thorpe, 2016).
In this case, it includes comparison among Marriott and Hilton Hotel which are mentioned as
below:
Particulars Marriott Hilton Hotel
Management style It use consultative management
style to manage the business
operations and activities of the
company so that they can
perform in effective manner. In
addition to this, it take effective
initiatives to enquire with their
employees regarding implement
major decision which assists
them to create and develop a
healthy and friendly
relationship with employees as
well as help them to create
positive conceptualisation
regarding organisation's goals
and objectives (Veríssimo and
Lacerda, 2015).
It applies Laissez Faire
management style in which
they offer the opportunity to
employees to make
participation in decision
making process. So that they
can also share their ideas and
issues to their seniors and get
effective solution. It motivate
employees and use their all
skills and effectiveness for
the growth and development
of the company in context of
performing their work and
task. In addition to it, there
will be less possibility of
generating misunderstanding
and conflicts between
employees and it instantly
indicates in reduce employer
turnover rate and absenteeism
.

Leadership style In Marriott, the management of
the company implies
democratic leadership style so
that they can effectively lead
the employees when they are
working in a team or
individually. It will help in
motivating the employees
because the they provide
opportunity to make
participation in the growth of
the company. With the help of
this leadership style, the leader
can make communication with
the employees and aware with
their issues and problems which
they faced in their work or the
leader offer them appropriate
solution which help in resolving
crises and they can effective
work for the growth of the
company (Basuki, 2015).
In Hilton, the administration
of the company also follow
transformational leadership
style for their business
concern purpose. In context
of it, it allow that the leader
motivates its employees to
put their entire endeavour
regarding accomplishment of
high profitability and
productivity (Al Rahbi,
Khalid and Khan, 2017).
Furthermore, it monitors
organization capability and
furnish them proper training
program to germinate their
competencies and abilities to
achieve more profit margins
and enhance the productivity
of the company (Leadership
styles used by Hilton, 2019).
Role of change management and leadership skills and style
Role of administration and leadership is essential in utilizing and examining
modifications because this is the way by which administrators of Marriott is capable to analyse
modifications which are taking place. When there is change in applying new techniques and
tools in working environment then it is important to monitor it whether it is going in correct
direction or not (Buchbinder, Shanks and Kite, 2019). If proceeding of unfavourable actions has
to be taken by effective leadership of employees.

CONCLUSION
As per preceding content, it can be summarised that leadership is an important aspect
which is essential for leading and guiding employees regarding their allotted work and task so
that they can clearly understand the work and complete it in term of attaining business growth
and success. Management is also important for planning, managing, organising, coordination and
controlling the busies actions and activities of the company. There are different functions which
are play by leaders in organisation for the development of the organization. Various kinds of
leadership and administration styles are beneficial for the company because with the help of it
leaders play an effective role in term of motivating and by working in organisational context.
Future leading and administration abilities are also beneficial for the success of the company in
forthcoming in context of increasing portability ratio and enhancing productivity.

REFERENCES
Books & Journals
Al Rahbi, D., Khalid, K. and Khan, M., 2017. The effects of leadership styles on team
motivation. Academy of Strategic Management Journal.
Basuki, F. H., 2015. Assessment of Financial Performance: Transformational Leadership and
Budget Participation Effect with Mediating of Strategy Management (Study of
Indonesian Hospitals). Assessment. 6(2).
Buchbinder, S. B., Shanks, N. H. and Kite, B. J., 2019. Introduction to health care management.
Jones & Bartlett Learning.
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.
Dinçer, H. and Hacioğlu, Ü. eds., 2016. Risk management, strategic thinking and leadership in
the financial services industry: A proactive approach to strategic thinking. Springer.
Fontana, A. and Musa, S., 2017. The impact of entrepreneurial leadership on innovation
management and its measurement validation. International Journal of Innovation
Science. 9(1). pp.2-19.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.'
Jaca, C. and Psomas, E., 2015. Total quality management practices and performance outcomes in
Spanish service companies. Total Quality Management & Business Excellence. 26(9-
10). pp.958-970.
McCaffery, P., 2018. The higher education manager's handbook: effective leadership and
management in universities and colleges. Routledge.
Moskalenko, V. and Yevsieieva, I., 2015. Effective leadership conflict management in food
technology enterprises. International Economics Letters. 4(2). pp.91-102.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Psomas, E. L. and Jaca, C., 2016. The impact of total quality management on service company
performance: evidence from Spain. International Journal of Quality & Reliability
Management. 33(3). pp.380-398.
Sadgrove, K., 2016. The complete guide to business risk management. Routledge.
Shamim, S. and et. al., 2016, July. Management approaches for Industry 4.0: A human resource
management perspective. In 2016 IEEE Congress on Evolutionary Computation
(CEC) (pp. 5309-5316). IEEE.
Shaw, S., 2016. Airline marketing and management. Routledge.
Slåtten, T. and Mehmetoglu, M., 2015. The effects of transformational leadership and perceived
creativity on innovation behavior in the hospitality industry. Journal of Human
Resources in Hospitality & Tourism. 14(2). pp.195-219.
Thorpe, R., 2016. Gower handbook of leadership and management development. CRC Press.
Veríssimo, J. M. and Lacerda, T. M., 2015. Does integrity matter for CSR practice in
organizations? The mediating role of transformational leadership. Business Ethics: A
European Review. 24(1). pp.34-51.
Online

Classical Management Theories. 2019.[Online]. Available Through:
<https://www.businessstudynotes.com/hrm/principle-of-management/explain-classical-
management-theory-in-detail/>.
Role of leaders. 2019. [Online]. Available Through: <https://www.budtoboss.com/personal-
professional-development/10-hats-leaders-must-wear/>.
Leadership Styles. 2019. [Online]. Available Through:
<https://blog.hubspot.com/marketing/leadership-styles>.
Management Styles. 2019. [Online]. Available Through:
<https://online.grace.edu/news/business/types-of-management-styles/>.
PESTLE Analysis of Marriott International. 2019. [Online]. Available Through:
<https://pestleanalysis.com/pestle-analysis-of-marriott/>.
Leadership styles used by Conrad Hilton. 2019. [Online]. Available Through: <http://academic-
hub.blogspot.com/2013/05/leadership-styles-used-by-conrad-hilton.html>.