Leadership and Management for Services Industry

This report explores the key aspects of leadership and management in the services industry, specifically focusing on the Marriott hotel. It discusses different classical management theories, the role of leaders and managers, and different leadership styles. It also examines the influence of internal and external management styles and structure, as well as the future management and leadership skills in the hospitality industry. Additionally, it compares the Marriott hotel to other service sector organizations.

LEADERSHIP AND
MANAGEMENT FOR
SERVICES INDUSTRY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Different classical management theories.....................................................................................3
Role of leader and manager and different leadership styles........................................................4
Management and leadership styles..............................................................................................6
Influence of Internal and External Management Styles and Structure.............................7
Management and Leadership Skills for Hospitality..............................................................9
Future Management and Leadership Skill in Hospitality Industry...................................10
Comparison Between Different Service Industries............................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership and management are two comprehensive aspects of the successful operation of
an organisation where leadership is mainly focused on the motivating and directing the people
and management consists of the managing of employees towards increased productivity and
output (Bush, Bell and Middlewood, 2019). This report will identify the key classical
management theories that can be made applicable in the Marriott hotel and the different between
the role of leader and manager that is integrated in this service organisation. Further the report
will identify the different internal as well as external factors that affect the overall structure and
the hard and soft skills of management will also be discussed. Lastly, the report will present the
future management and leaderships skills that can be developed along with the comparison of the
Marriott hotel to some other service sector organisation.
MAIN BODY
Different classical management theories
The organisational structure and culture are some of the key aspect in every organisation
where the decision making dependent on factors in a business. In the Marriott hotel the
application of an excellent organisational culture along with the robust structure helps in the
better management of the entire organisations spread on a global level. The classical
management of the organisations can be discussed from their purview of three different
directions which are encompassed and integrated in the management of a hospitality
organisation. This can be done in following manner:
Administrative Theory: The administrative theory given by Henry Fayol lists down the major
function of the management and this theory drew a clear distinction between the operation and
the management aspect of an activity (Huang and et.al., 2016). The theory identified 14 different
principles that targeted different aspect of the management of the different services in
organisations. For instance, the work division, the remuneration that must be given to the
employees, the unity of command and direction are some of the key aspects in the implication of
the management in the organisation. In Marriott hotel, the management of the company is aware
with the 14 principles that Fayol gave for cultural improvement and this are integrated with the
practices that are adopted by the organisation.
Scientific Theory: This was presented by Taylor where the emphasis on the redesigning of the
different jobs was considered a key contribution that could be used to gain increased efficiency
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and thus giving enhanced productivity as well (Popli and Rizvi, 2017). The principles that are
provided by the scientific management theory are focused on designing the task in such a manner
that they do not bring unnecessary redundancy and the scientific methods for selection and
training are used so that collectively the productivity can enhance. The theory redesigns the
different jobs and roles in such a manner that their integration is stronger than before and they
are able to work more cooperatively and successfully in the organisation. Therefore principles
such as the time and motion studies, the standardisation etc. affects the overall working platforms
and structures in the Marriott Hotel.
Bureaucratic Theory: The bureaucracy theory was give by Max Weber and it mainly
highlighted that why bureaucracy is an import aspect in the management of the organisations
operating at a wider scale and how these could affect the culture and the working norms of the
organisation. The hierarchal structure ad flow in the organisation, the integration of the authority
and responsibility in the workplace roles and relationships, the division of the work being
undertaken etc. are some of the critical aspects that can affect the entire organisation and its
working (Ming, Tee and Hua, 2018). Rules and regulations that have been implemented and its
compliance level, the kind of relationships that are created and fostered in the organisations etc.
are some of the key aspects that affects the working of the organizations. The Marriott hotel can
specifically use this theory for managing the multiple numbers and level of staff that they
employ in their organisation effectively.
Hence collectively it can be said that the different classical management theories can be
adopted in a significant manner in the Marriott Hotel as well to improve the overall cultural and
structural development in the organisations.
Role of leader and manager and different leadership styles
A leader can be defined a s a person who is responsible for integrating change in the
organisation and for making the work culture an improved space where the employees are
motivated and happy thus enforcing a positive environment.
A manager in the other hand is a person who is more focused on the getting things done
aspect i.e. they are functional in their aspects and can help a person in increasing their overall
productivity and work performance level (Odetunde and Ufodiama, 2017).
Both the leader and a manger have a separate set of roles and responsibilities and this can
be categorised as follows:
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Leader Manager
The leaders aim to influence their
follower with the creation of a vision
that is shared with them and works
collectively with them to achieve the
visions thus set.
The manager on the other hand is
more inclined toward better goal
achievement in the organisation
which are measured and planned in
detail (Hassi, 2019).
Leaders can be categorised as those
persons who are more inclined towards
identify the need for the change and
their integrating it in the organisation
overall by the innovative practices.
The managers on the other hand are
more inclined towards the
achievement of the status quo in an
organisation after the change is
properly implemented in the
organisation.
There are a variety of leadership
theories that the leaders tend to
implement in their field of operation
and these are collectively inclined
towards better management of the
employees as people (Chang, 2016).
The implementation of the
management techniques helps in the
achievement of operational efficiency
where people give higher
productivity by better implication of
talent management mechanisms.
In Marriott there are a multiple number of leadership styles that are made applicable in
the better management of people in the workplace without compromising on the creativity and
productivity. The organisation due to the wider scale at which they operate finds it suitable to
implement the transformational leadership style. This style helps in the incorporation of change n
the specific set of rules and duties that have been allocated to individual employees.
Another major leadership style that can be implemented by the Marriott hotel is the Democratic
leadership where the employees of the company are motivated opt present in the views and
ideals and the development if new policies and the other such aspects is done after the proper
consultation with the employees as they are the ones which have to actually implement the
decisions or modifications that are implemented in the organisation.
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Management and leadership styles
The Marriott hotel operates at international level in a variety of countries at the same time
(Anderson and Sun, 2017). The industry in which it operates i.e. the service industry relies
heavily on the employees who are actually working for them as these are the ones that
established the relationship with the people i.e. the customers and the customers are the key
aspects in the service industries. Therefore, in order to ensure that the situation is under control
every time and the work can flow in an undisrupted manner there are various managerial and
leadership theories that are implemented in the Marriott hotel and can be discussed in following
manner:
The management styles: The organisation utilises a number of management styles that can
be made applicable to improve the motivational level of employees such as:
Maslow’s hierarchical theory: The hierarchical flow in which an individual seeks to achieve the
desires that they have set for themselves is the most acknowledge motivational tools on an
individual or employee basis. At the Marriott Hotel, the company mainly tries to present a
comprehensive career path to their employees where the every need of the employees are
fulfilled and achieve in a step by step manner. For instance, the staff who has worked longer and
has always given the best performance are treated as more recognized person with the
promotional status and the higher power as well thus satisfying the need of self actualisation. The
employees who are working in the organisation collectively work as a family and help in sorting
out he problems that other is facing without incorporation of the management in all the aspects.
This helps in the satisfaction of the love and belongingness aspect as well (Rothaermel, 2016).
Therefore, it can be said that the overall process of management at Marriott hotels is
comprehensive in keeping their employees motivated.
Contingency Management Theory: This theory states that based on the specific situation, the
management’s decisions should also vary and must be applicable in all the situations in a
different manner. It can be ascertained by the fact that the every situation is not same and hence
one rule cannot be made applicable in all the situations. Since Marriott hotel is operating in the
service industry, they face multiple encounters with a variety of people whose nature is entirely
different form each other. In such situation, the employees and the manager as well need to
understand the application of the correct techniques that will help in resolution of the problem
currently at hand. For instance, if an employee is trying to disrupt the overall process of
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management then the best that they can do is to either explain the reasons why the employee is
driving to be at fault or either remove them from the organisation but this can’t be done in case
of an employee who us complaining about some wrong or unethical practice that is applicable in
Marriott hotel (Bush, Bell and Middlewood, 2019). Thus the difference can be understood in the
context of the contingency situations.
Transformational leadership style: The transformational leadership style is effective in making
the employees understand what the tasks are that they are doing and why they are doing it. The
leaders at Marriott set out some basic working rule and guidelines that the people with different
role have to comply with but these are regularly modified and upgraded which motivates the
employees to move out of their comfort zone and work harder. This increases the flexibility of
the employees and increases the productivity as well.
Influence of Internal and External Management Styles and Structure
Increase in the demand of customers due to enhanced productivity of tourism sector
helps to increase opportunity for hotel sector to gain higher profit margins effectively (Hassi,
2019). It is very essential for the business organisation to understand all internal and external
factors of business environment to develop effective strategy and compete in the market. Hotel
Marriot is increasing its size effectively and it very essential for organisation to analyse all the
factors to reduce the risk of failure.
External Factors
External factors represent the whole nation and industry which also impact the business
activities to increase their growth effectively. Business organisation does not have control over
external factors and it is very essential for organisation to develop effective strategies to reduce
risks and attain higher profit margins effectively.
Political Factor
This factor helps to identify intervention of government in the business activities which
impact the performance of the organisation negatively. Hotel Marriot is negatively affected after
Brexit as many investors has disinvested funds from the organisation which has reduced the
productivity of the company. Hotel also reduced its sales after Brexit due to unstable political
situation.
Economic Factor
Economic factor helps to provide analysis of all the activities of business which
contribute in economy. However changes in the policies and regulation can impact the process
of business organisation. Brexit impacted Hotel Marriot badly as inflation rate of the country
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was high and trade rates increased which also increased the cost of hotel. Increase in the taxes
for import and export of services for the hotel supplies has impacted the profit margins
negatively.
Social Factor
Change in taste, preference and behaviour of customers can also impact the
performance of business organisation. Demand declined in hotel industry after the Brexit as
tourism sector reduced its efficiency to attract more tourists due to complicated process (Gibson
and Parkman, 2018). This changes the preference of customers to visit UK destination and
impacted business of Hotel Marriot negatively.
Technological Factor
Technology is one of the effective tool which helps to increase the performance of the
business. However, technology changes very rapidly in the competitive market which also
reduces the efficiency of products and services for customers. Hotel Marriot incurs higher cost
of inefficiency technology due to continuous innovation in the market by competitors to attract
customers.
Internal Factors
Internal factors are factors which are present in the business and impact the
performance of business positively or negatively. It is very essential for Hotel Marriot to
determine all the internal activities of the business to develop effective management strategies
and improve the quality of services for customers to satisfy them effectively.
Organisational Structure
Organisational structure is the frameworks which business develops to assign roles and
responsibilities to their workforce and improve their efficiency to focus on their work. It is very
essential for Hotel Marriot to implement structure which will improve communication channel in
the organisation and also improve systematic working. Effective organisational structure helps
to increase the healthy working environment and improve innovation to gain higher profit
margins by achieving objectives effectively.
Financial resources
Financial resource is the fundamental base of any business and it is very essential for
business to have effective financial resource to grow in the market. Hotel Marriot is very
potential brand in the market which also attracts more investors to improve the potential of other
activities and develop business (Ma, Shek and Li, 2016). It is very essential for hotel to analyse
all the financial cost of the activities to gain higher profit margins.
Employees
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Workforce is the major aspect which helps to achieve the objectives of business and
maintain performance effectively. Marriot Hotel has to develop effective human resource
management strategy to provide training and development of all the employees to increase their
skills and knowledge to achieve objectives faster. Potential employees help company to develop
productive and healthy working environment and culture for new employees as well.
Management and Leadership Skills for Hospitality
Hard Skills
Hard skills are the capabilities of person which is attained after continuous learning to
develop into strengths effectively. It is very essential for leaders and managers to have potential
skill which are technical in nature and provide better information to make effective decisions to
improve performance of the organisation effectively. It is very important to develop hard skills in
leaders and managers of Hotel Marriot as it increases the efficiency of employees in some
specific field which improves more innovative minds to satisfy customers.
Leadership
1. Problem Solving:- Leaders currently has effective problem solving skill which helps hotel
Marriot to reduce the risk of failure. This also helps to achieve all the objectives by
improving strategies effectively.
2. Organisation:- Effective leadership has better organisation skill to develop effective
organisation structure which ensures right placement of employees and delegate
responsibilities effectively.
3. Strong work ethics:- In hospitality industry currently leaders need to have ethical working
environment which increases the potential to gain higher productivity and improve
growth opportunities effectively (Ding, Choi and Aoyama, 2019).
Management Skills
1. Language Knowledge:- manager in the hospitality industry need to have proper
knowledge of different languages to supervise diverse employees effectively.
2. Marketing:- This is more important skill as it helps to increase the productivity of
services according to needs and wants of customers to increase sales.
3. Human resource management:- HRM provides effective hob satisfaction to employees
which improves retention power of Marriot hotel effectively.
Soft Skills
Soft Skill is traits and characteristics of a person which helps to increase their interaction
with others. Soft skills help to develop personality of a manager and leader in the organisation to
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influence and manage employees effectively. Interpersonal skills are the part of soft skills which
helps to increase the communication between customers to increase their engagement level
and improve sales of the hotel effectively. Hotel Marriot has to analyse these skills in their
managers and leaders to develop effective strategies which improve the quality of customer
services.
Leadership Skills
1. Communication:- Leader needs to have communication skill to provide information to
their subordinates and increase the performance to achieve objectives effectively.
2. Accountability:- Effective leaders in hospitality industry need to have accountability to
their stakeholders which increases brand value of the business rapidly with more
transparency (Tan and Chapman, 2017).
3. Creative Thinking:- Innovation is very essential in hotel industry as demand of customers
increases and generates better opportunities to satisfy customers and compete in the
market effectively.
Management Skills
1. Professionalism:- Hospitality industry is becoming more systematic in order to increase
customer experience. Professionalism is very essential part of management which helps
employees obey policies of the organisation effectively.
2. Teamwork Skills:- Team working is increasing in hotel industry as it helps to increase
performance of employees and also increases their knowledge of working together.
Future Management and Leadership Skill in Hospitality Industry
Hospitality industry is growing rapidly in UK and it is very essential for business to invest
in future trends tom compete in the market and improve the opportunities to increase profit
margins effectively (Hull, 2018). Hotel Marriot has invested in their employees to develop future
skill which will increase service quality to enhance customer satisfaction effectively. this also
improves the potential of leaders and managers to make effective decisions grow and expand
hotel in new market effectively.
Management Skills
Emotional Intelligence
Increase in the technology has also increased the opportunity for business organisation
to analyse behaviour of people by determining their behavioural patterns effectively. Emotional
intelligence will help Hotel Marriot to understand all feelings of employees to make effective
strategy which helps them to increase their job satisfaction and retain them effectively.
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analysing emotion helps to create healthy work culture by formulating objectives with available
resources effectively.
Commercial awareness
Increase in the demand in the hotel industry it is very essential for businesses to
understand different factors which can increase the sales effectively (Liang, and et.al., 2017).
Hotel Marriot is providing training to employees for commercial awareness which helps
employees to self analyse the issues and challenges and make hotel more marketable to its
customers. This skill helps employees to understand new market trends and develop effective
strategy to compete in the market effectively.
Forward planning and Strategic thinking
Forward planning and strategic thinking is very essential management skill which helps
to anticipate long term risks and analyse required resources in advance to reduce the cost of
operation. This also helps managers to improve their efficiency by enabling cost strategic
analysis to increase profit margins effectively.
Leadership Skills
Adaptability
Leaders are moving forward to gain more information and adapt to the changing
business environment which also helps the business to improve its survivability effectively
(Fontana and Musa, 2017). it is very essential for leaders to analyse all the new trend and
implement effective change management strategy to increase potential of Marriot.
Passionate
Hospitality is becoming more professional and profit oriented and it is very essential for
leaders to develop passion to increase quality of services to customers. Hotel Marriot has to
adopt this skill as it provides motivation to employees to work and achieve objectives effectively.
Team oriented
Team working skill is increasing in future trends as it is very essential for leader to
improve their team goals to achieve objectives. Team working helps to reduce the cost of
training and also increases communication with all the team member to share experience and
improve performance (Qiu and et.al., 2019). Hotel Marriot has to increase the potential of
employees by adopting high performance team which will also increase the potential to compete
and gain higher profit margins.
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Comparison Between Different Service Industries
Hotel Marriot is having different types of brands which help them to increase the
customer attraction. Hotel also has more than 6000 properties around the world which helps to
increase the market size effectively. Marriott has distributed its loyalty program into different
category to divide their customer base to increase their satisfaction effectively. Hotel Hilton is
having its effective loyalty program which also increases customer retention and different
benefits to their customers effectively.
Marriot has adopted incremental change management system which helps to maintain
the change in the market effectively. democratic leadership style helps the hotel Marriot to
achieve their productivity and implement change management strategy effectively. Hilton Hotel
has adopted transformational change system and piecemeal change management system due
to increase in the competition in the market (Chon and Zoltan, 2019). Situational leadership
helps Hilton to gain higher productivity in the market and attract more customers to grow
effectively.
CONCLUSION
The research conducted in the report above helps in concluding that overall the leadership
and the management both are critical aspects in the success of an organisation where the factors
collectively help. The various management and leadership theories were applied and tested on
the Marriott hotel along with the implications of such theories. Further, there was an analysis of
various internal as well as external factors that are taken into consideration and the hard and soft
skills were also identified and analysed effectively. lastly the report presented a comparison of
the services that are provide by the two different organisations where the Marriott hotel was
compared against the Hilton hotel and adequate conclusions were drawn.
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