Leadership and management in service Assignment

Leadership and management
in service

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
Covered in PPT...........................................................................................................................1
Task 2...............................................................................................................................................1
Covered in Brochure...................................................................................................................1
Task 3 ..............................................................................................................................................1
P5 Current management and leadership ‘hard’ and ‘soft’ skills in hospitality industry\............1
Task 4 ..............................................................................................................................................2
P6Importance of technology oriented leadership and management skills .................................2
P7 Compare and contrast different services enterprise change management system.................3
Conclusion.......................................................................................................................................3
REFRENCES...................................................................................................................................4

INTRODUCTION
Leadership and management is the essential part of business organisation that is used to
motivate and support the employees in order to achieve company's goals or objectives.
Leadership is the management practices that provides direction and right command to its worker
for achieving particular goals. Management is the set of principles which relates to planning,
organising, directing and controlling the business function (Gardner and Reece, 2012). The
present report will discuss about new industry which is Wa Pila hotel. It includes in hospitality
industry that provides food and staying services to its customers. The present report will talk
about different topics such as classical management theory, leader's role and leadership style and
leadership and management style in services industry. Additionally report will covered internal
and external factors which influences management style current management and soft or hard
skills in order to accomplish the target (Shattock, 2013).
Task 1
Covered in PPT
Task 2
Covered in Brochure
Task 3
P5 Current management and leadership ‘hard’ and ‘soft’ skills in hospitality industry\
In Wa Pila hotel, managers have different characteristics that help to deal with difficult
situation. The characteristics are stated as:
Highly knowledgable: The manager of Wa Pila are highly knowledgable who
understand the problem and get the solution for taking better steps.
More confident: The Wa Pila's manager are enough confident that make decision
effectively for running a business independently (Volberda, Van Den Bosch, and Heij, 2013).
Ability to deal with challenges: Sudden changes influence organisation negatively that
reduce the market trend because managers and leaders are not able to accept instant changes. The
manager and leader of Wa Pila having such characteristics that helps to respond towards changes
positively and make right decisions.
Comparison of Hard and Soft skills
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Hard skills Soft skills
Technical skills: This means managers should
have technical skills in order to accept new
technology that help to reduce work load of
organisation.
Language skills: The employees should have
language skills that help to understand
different customer and their needs in Wa Pila.
By having this skills Wa Pila can increase the
number of customer (Carpenter-Hubin and
Snover, 2013).
Work as a team: This is soft skills which is
required in all organisation. In Wa Pila all
people works together in order to complete
task.
Communication: There is need to have good
communication skills in Wa Pila that help to
transform the ideas of employer and employee.
Impact of hard and soft skills of leadership
Hard and soft skills both should have in managers and leaders that helps to perform
operational activities by adopting new technology. For instance, Wa Pila is introducing Artificial
intelligence, robots etc. to improve the past services. In this situation hard skills helps to manage
all records and soft skills helps to motivate employees to implement such changes effectively.
Therefore, hard and soft skills impacts on technology which helps to improve the business
performance.
Importance of soft skills
Soft skills are important for all organisation as well as employees that help to develop the
business plan and make effective business decision. This skills is related with emotional
intelligence that influence people for obtaining product and services. Such as if employer of Wa
Pila are able to communicate proper with its staff then they can find the problems and solution
by getting feedback. Additionally, having team work skills all employees will work together and
would focus on targets which is allotted by manger within industry (Holsapple, ed., 2013).
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Task 4
P6Importance of technology oriented leadership and management skills
Technology is the important for all organisation that help to perform leadership and
management function with organisation. Such as managers has planning to provide new services
to customer that is advance booking, pay at the time of check in, digital entry, provide new
product and services information through application and websites etc. All the facility are
possible by adopting new technology that help to accept the challenges. Managers shares with
leaders and employees that will provide training that will help to accept changes. So technology
is important for management and leadership in hospitality industry in order to influence
customers (Gillam and Khanchandani, 2013).
Evaluation of skills that are essential for service
Skills are crucial for services such as it help to accept the new technology in competitive
market. The Wa Pila's managers have enough technical and communication skills that help to
understand customer demand and provides services accordingly. The manager of Wa Pila have
technical skills that help to launch new services for customer such as Airbnb, advance booking of
table and digital marketing of hotel industry that can help to aware people and provide them best
services. Hence, Wa Pila select the best candidates who are capable to accept new innovation
and maintain it properly (Kinder, 2012).
P7 Compare and contrast different services enterprise change management system
Kurt Lewin change model: This model is adopted by Wa Pila in order to make changes
in their organisation. It involves three stages of changes that are as explained:
Unfreezing: In this step Wa Pila is awaring people and employees for making changes in
their organisation. This is the first step where Wa Pila thinks about changes and expect results to
get better performance.
Change: In this step Wa Pila and its management accept the changes and way to doing
things by maintaining good communication skills and ability to accept challenges.
Refreezing: Wa Pila has implemented the changes and get effective results to make
changes by using new technology.
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Therefore, this model helps Wa Pila to implement the new technology like AI, book a
table and air bnb that attracts customers more. Moreover, it helps to increase the productivity and
profitability of selected organisation by implementing changes.
Transformational changes: It is related with organisational strategy that means manager
can change the existing strategy that help to increase the performance and profitability. Such as
in Wa Pila hospitality industry transformational changes help employer to build new plans by
using new technology within organisation (Henricks and Henricks-Lepp, 2014).
Personnel changes: This is related with employee's recruitment and lay off that help to
fill the desire objectives of business organisation. Wa Pila accept the personnel changes that help
to make effective business decision (Ferlie, 2013).
Comparison between two hospitality organisation
Basis Wa Pila Hotel Hilton
Transformational
Changes
Wa Pila is adopting transformation
changes due to which it has
introduce new technology in their
organisation such as artificial
intelligence, book a table and robots
that helps to deliver the food services
faster and in effective manner.
Hotel Hilton is a wider level
organisation that deliver better
quality of food and attractive
services. The management and
leaders has decided to use changes in
their organisation such as Cloud
computing, cancellation and advance
booking for customers with the help
of transformational changes.
Personnel changes This means skilled management as
well as staff who helps to accept the
changes easily. The leaders and
manager of Wa pila has learned new
education under this changes and
improve the performance by
implementing changes.
In Hilton mangers and leaders are
implementing this changes that helps
to understand the problems of
customers what they wants and fulfil
that in effective manner that helps to
achieve business objectivces.
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Changes affects management and leadership skills and style
Changes are the important for organisation that attracts people in order to obtain new
products and services in their organisation. It affect management and leadership skills such as in
order to accept new technology in Wa Pila management and leaders need to understand the
technological changes and should learn new skills that helps to improve the productivity.
Moreover, management should change their leadership style from existing style that can help to
accept the challenges in such organisation. Therefore, they affects the management and
leadership skills in order to accept technology.
Critically evaluation how changes management and leadership skills has responds
After a review in the evaluation of technology it has consider that implementation of
changes are important within organisation that supports to continuous growth and development
of business. It responds management and leadership skills for instance, Wa Pila is bringing new
technology in their organisation that is electronic monitoring system, teleconferencing, wearable
computing devices and robots that will help to improve the production and profitability as they
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wants. To accept all changes there need to have sharp management skills and leadership skills
that can motivate employees to work properly and efficiently. Management decides the goals and
leaders inspire employees to work properly so technology can influence the business activities
effectively.
CONCLUSION
From the above report it can be concluded that soft skills and hard skills both are the
important for company. As soft skills help to understand people's needs and get the solution
within organisation. Future management skills help to know information about future needs that
help to achieve goals and objectives. In democratic leadership employer does not share thought
with staff where as in autocratic leadership employer and employee transform the thought that
help to solve the business's problems.
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REFRENCES
Books and journals
By, R .T. and Burnes, B. eds., 2013. Organizational change, leadership and ethics: Leading
organizations towards sustainability. Routledge.
Carpenter-Hubin, J. and Snover, L., 2013. Key leadership positions and performance
expectations. Organization and administration in higher education. pp.27-49.
Ferlie, E., 2013. Concluding discussion: Paradigms and instruments of public management
reform–the question of agency. In Leadership in the Public Sector (pp. 255-270).
Routledge.
Gardner, B. and Reece, J., 2012. Revolutionizing policing through servant-leadership and quality
management. FBI L. Enforcement Bull.. 81. p.25.
Gillam, S. and Khanchandani, R., 2013. On teaching leadership and management. Education for
Primary Care. 24(1). pp.3-6.
Henricks, S .A. and Henricks-Lepp, G .M., 2014. Desired characteristics of management and
leadership for public library directors as expressed in job advertisements. Journal of
Library Administration. 54(4). pp.277-290.
Holsapple, C. ed., 2013. Handbook on knowledge management 1: Knowledge matters (Vol. 1).
Springer Science & Business Media.
Kinder, T., 2012. Learning, innovating and performance in post-new public management of
locally delivered public services. Public Management Review. 14(3). pp.403-428.
Shattock, M., 2013. University governance, leadership and management in a decade of
diversification and uncertainty. Higher Education Quarterly. 67(3). pp.217-233.
Volberda, H. W., Van Den Bosch, F. A. and Heij, C .V., 2013. Management innovation:
Management as fertile ground for innovation. European Management Review. 10(1).
pp.1-15.
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