Leadership and Management for Service Industries

Leadership and Management
for Service Industries
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Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
P1. Classical management theories in service industry context .................................................3
P2. Role of leader and different leadership styles in Marriott Hotel ..........................................4
P3. Reviewing management and leadership styles for Hotel Marriott .......................................6
P4. Internal and external factors influencing management styles and structures of Marriott
Hotel ............................................................................................................................................7
P5. Current management and leadership hard and soft skills for Marriott International.............9
P6. Future management and leadership skills ...........................................................................10
P7. Comparing and contrasting different services industry organizations change management
systems and leadership in implementing change ......................................................................12
CONCLUSION .............................................................................................................................12
REFERENCES..............................................................................................................................14
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INTRODUCTION
Leadership is defined as the ability of an individual or a group of individuals to influence
and guide followers or other members of an organization (Malinga and et.al., 2019). Marriott
International is an American multinational diversified hospitality company which serves the
customers by providing services and products and other facilities.
The report will analyse the different classical management theories of management in
service industry will serve the purpose of how management styles are taken in accordance with
organization. Role of leader and different leadership styles for Marriott International will be
analysed. Review will be done for management and leadership styles in service sector. Also, how
internal and external factors influences management styles and structures at Marriott
International will be assessing strengths and weaknesses. Current management and leadership
hard and soft skills will be explained in reference to Marriott International. Future management
and leadership skills will be elaborated on the basis that leaders should acquire those skills in the
future effectively. Comparison and contrasting change management system long with its critical
analysis of leadership and management skills will be explained.
MAIN BODY
P1. Classical management theories in service industry context
There are three types of classical management theories described in reference to Hotel
Marriott International are as follows -
Max Weber Bureaucracy Theory — Weber made a distinction between authority and power.
The theory constitutes different features which are -
Division of labour — The division of labour in Hotel Marriott is done in such a way that each
individual is allotted to perform the right work. This increases the performance and enhances the
efficiency of employees (Beetham, 2018).
Formal Hierarchical Structure — Formal Hierarchical structure is followed by Hotel Marriott
which ensures that employees and individuals are following proper hierarchy.
Management by Rules — Hotel Marriott's management is framed for employees that makes sure
employees and individuals follow management rules. Official rules are governed continuously
through the administrative process under management.
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Written documents — The organization keeps written documents which helps in maintaining
official records. Written documents aids in holding the important documents.
Interpersonal relations — Hotel Marriott also maintains interpersonal relations for enhancing
communication through maintaining those relations effectively and efficiently.
Henri Fayol's Theory of Management — There are 14 principles of management proposed by
Henri Fayol - Division of Work — Division of work between employees in Hotel Marriott is done to
increase efficiency, productivity and accuracy (Ramakrishna, 2019). Equity — Employees of the organization are treated equally and respectfully. Discipline — While the organization maintains discipline, it makes management job easy
and progress is achieved. Initiative — Hotel Marriott encourages and supports the employees to take initiative. Authority and Responsibility — It is the duty of organization that employees deliver
work responsibly. Esprit de Corpse — Employees should develop trust and mutual understanding to
maintain cordial relationships with other employees. Subordination of Individual Interest — The organization respects chain of command
over personal interest. Stability — Marriott also offers job security to other employees. Remuneration — Marriott provides motivating factors for the employees efforts being
put. Unity of Direction — Company follows unified goals and motives for personnel
working. Centralization — Organization balances between hierarchy and division of power. Scalar Chain — Hierarchy steps in the organization is from lowest to highest. Unity of Command — When there is one or more boss in the organization, then
confusion and conflicts arise.
 Order — Marriott has positive atmosphere at workplace which boosts productivity of
employees and enhances their performance overall.
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