Leadership & Management for Service Industries

This document discusses the importance of leadership and management skills in the service industry, specifically focusing on the hospitality sector. It analyzes the current skills required for effective management and leadership, such as visionary, coaching, affiliative, and democratic skills. It also explores the future skills needed in the service sector, including negotiation, problem-solving, culture building, collaboration, and project management skills. Additionally, the document compares the change management systems and leadership strategies in different service industry companies. The case study focuses on Marriott hotel and its management practices. Overall, the document provides insights into the evolving landscape of leadership and management in the service industry.

Leadership &
Management for
Service Industries

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................2
TASK B...........................................................................................................................................3
Current management and leadership hard and soft skills............................................................3
Future management and leadership skills required within service sector....................................5
Comparison of different service industry companies change management systems and
leadership in implementing change..............................................................................................7
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership & Management for Service Industries can be understood as one of the most
important business management segment gaining higher value and recognition onto bigger
aspects by bringing on new determinants, keen synergy of innovation and advanced synergy
within the hospitality industry going under huge transformation. Marriott hotel is one of the
biggest brand within hospitality industry whose current management skills are analyzed and how
they are different fom future management aspects to attain higher profitability, goodwill among
consumer’s market share. Report explains further various types of changes and how companies
plan to bring before wider rational productive changes within employee’s workings strength
through which wider transformational synergy can explored. Report further concludes various
change management methods, models which will help company to implement long term changes
and explanation on how aviation industry companies are different from hospitality companies
where leadership skills widely bring on new changes for gaining strong expertise among
employee’s functional strength (Richter, 2020).
TASK B
Current management and leadership hard and soft skills
CURRENT LEADERSHIP SKILLS:
 Visionary- Marriot leader focuses on mobilizing people toward a vision where people are
highly motivated to work with the foreseen target and vision as per set target for gaining
new working horizons
 Coaching- Marriot hotel works with coaching and training effectively for all employees for
gaining new working horizons among all employees where they can gain new skills and
expertise with practical working scenario.
 Affiliative- Marriot hotel also works with strong inspiring nature and affiliative behaviour
for gaining their results and stronger synergy of efficiency for their given working scenario.
 Democratic- Marriot hotel leaders also works with democratic working patterns for gaining
new working paradigms, innovative parameters and to yield onto more productive outputs

through which all employees can feel connected with the work paradigms as set by comapny
standards.
 PROBLEM SOLVING SKILLS :
 EMOTIONAL INTELLEGENCE SKILLS:
CURRENT MANAGMENT SKILLS:
 Multi-tasking- The Marriot hotel managers are working with multi tasking skills where they
focus to adaptively work with high dynamic for gaining on new level parameters
 Decision-making- Marriot hotel managers are also known for quick decision making working
fundamentals for functional efficiency as per their set goals, for determining new end goals.
 Business Development Skills- This is also widely most active skill among managers where it
focuses to bring on wider adaptive working horizons within the high competitive industry
within world scenario.
 Effective Communication- this enables to bring on continuous efficiency and stronger synergy
of effective mangemnt among all departments.
Marriot international hotel is one of the most prominent hospitality company within
world which manages, franchises wider portfolios of various hotels which provide various
lodging activities and developed world class facilities who wish to experience technically
advanced functional standards. The service industry of hospitality is going under huge
transformation, where current management is focused to develop advanced hard skills as well as
soft skills highly important to functionally be effective for serving wider international customer
segments through which goodwill is developed. The current talent management is focused for
technical bringing hard skills among employees, managers at Marriot hotel where focus is to
develop wide functional efficiency pertaining onto new synergy of innovation and creative
functionality for training and developed synergy of profitable working paradigms pertaining onto
competitive benchmarks demands. Examples of hard skills within management of Marriot hotel
can be analyzed as follows
(Western, 2019).

 Food and beverage management skills: The Marriot hotel managers are working currently
with best hospitality services of programming the various facilities of food, beverages
and management through which customer’s goodwill parameters can be developed onto
new paradigms. This hard skill is profoundly important for gaining stronger working
paradigms pertaining onto larger synergy of determinants serving among world class
customers to potentially yield onto best working profitability metrics (Bauer and Göbl,
2019).
 Commercial acumen: This hard skill among Marriot hotel managers is targeted to work
with specializationof higher commercial working strength with professionalism, work
ethics which enables to develop long term synergy of advanced acumen. This skill also
enables to build long term effective business partnerships and also develop customer’s
goodwill for gaining higher goodwill, profitable working revenue and to be functionally
effective as per changing business scenario.
 Sales and marketing skills: This hard skill is focused to gain wider customer segments
revenue with innovative marketing and sales strategies for developing wider profound
profits and also know how to use digital marketing parameters for evocative marketing
paradigms. The marketing skills along with sales are highly influential for hospitality
industry to cope up with increasing competition into international levels, keenly bring on
positive factors of hard skills which are further productively developed onto higher
synergy levels as it enables strong effective leadership among business decisions
pertaining o huge demands among business scenarios.
The softs skills developed among Marriot hotel employees and managers can be analyzed
as followed (Helming, Ungerman
n, and Lanza, 2019).
Leadership skills: Marriot hotel managers need to have strong leadership skills and wide
efficiency within their decision making fundamentals for managing team employees
roles, functions and regulating stringent control onto wider aspects of roles.
Communication skills: Marriot hotel managers shall haves strong communication skills
to develop high quality metrics services within management and for recognizing new
fundamentals criteria of actions to be taken for gaining wider profitable continuous
evolution within services.

Teamworking skills: Marriot managers need to have strong teamworking skills while
managing business and employing team mnagment within all fundamentals, for
restructuring development widely onto stronger technical efficiency gaols.
Problem solving skills: Marriot managers shall work with smart proboem solving skills
whcih emerges stronger development and effective fucntioanl ethics, new work
managemnt fundamentals for diverse profit outcomes and new synergy of actions
Management skills assessment:
 Leadership skills: Marriot hotel managers and leaders are working with strong business
ethics of functioning to develop larger cooperation among all employees working with
wider business networking parameters to attain set targets which will not only develop
wider technical advancement but also delegates business functions effectively.
Delegation of authority is also an effective paradigm pertaining onto wider scale services
which keenly builds on strong communication among group employees and leaders
working within various segments. This soft skill emerges to be one of the most important
skill pertaining onto wider management demands of gaining onto wider rational wider
advancement and technically brings on best profitable developments.
 Assessment and management skills: This management skill is one of the most active soft
skill in demand within hospitality business avenues pertaining onto assessment of how
new determinants of effective advancement can be undertaken at Marriot for bringing
skilled expertise. This soft skill also works with strong communication skills to bring on
new advancement and determination for working with higher functional strength and
evocative business synergy to provide all customers with best services pertaining onto
goodwill of brand (Guzmán, Muschard and Rozenfeld, 2020). There are major factors
within this skill development procedure where there is wide business opportunity for
expansion and reaching developed innovation with competitive business demands.
Assessing changes and managerial activities such as functional working opportunities
are widely important within current changing hemisphere to reach onto wider arenas.
 Greater self-awareness skills: This soft skill develops and works with advanced self –
awareness where leaders and managers keep themselves updated onto latest marketing
parameters of higher innovation, keenly bringing on new synergy of advanced functional

strength through which higher yield onto more profitable working parameters. The
Marriot hotel leaders and managers working within various groups focus to potentially
work with wider scope of self-awareness to motivate all employees and gather strong
evocative functional strength for keenly bringing on best factors through which
hospitality services can be attained (Sebastian and et.al 2019)
 TEAM WORKING SKILLS: This is one of the highly important skill for developing
wider strong communication networks among groups and teammates within
working scenario to look onto achieving higher goals.
Current management and leadership parameters where soft skills and hard skills at
management play an effective role to develop wider scope of services for gaining
international position of goodwill among world paradigms, pertaining onto new
developed roles within hospitality industry. The hospitality industry has wider business
expansion opportunities for Marriot hotel which is one of the most recognized brand
within world metrics in hospitality industry (Hassi, 2019).
Future management and leadership skills required within service sector
The future management and leadership skills required by service industry and hospitality
industry where Marriot hotel aims to be one of the most profound best amenities providence
hotel globally and the management works as one of the biggest factor giving wider scope to
bring on technical advancement. The future wide changes highly important to bring on evocative
innovation strategies and leadership strategies fundamentally can be analyzed as follows:
Future management skill:
 Negotiation skills Problem solving skills Culture building skills Collaboration skills Project management skills
Future leadership skills:
 Initating action Coordination skills Direction and motivation

 Link between management and workers Training with brainstorming session
 Technology management skills:Hospitality industry companies are working with high
demand for technology management skills which enable to bring on more pragmatic
working force through which managers are able to construct wider business activities
through which huge competitive strengths can be developed within customers market
share. Marriot leaders need to be effective in technology usage through which wider
innovation can be developed onto new pertaining paradigms which keenly develops new
functional strengths at working levels for bringing on new profits (Bavik, 2020).
 Diverse team management skills:Marriot hotel managers need to be dynamic and
focused to work under adaptive functional roles through which keen synergy of strong
functionality, management supervision is developed among the various functional roles.
There is also focus and target towards work oriented outputs through which wider
segments of group results can be achieved and leader should be able to manage diverse
teams under various departments with wide functionality for gaining the desired outputs
effectively. Marriot hotel being one of best brand within hospitality industry aims to
bring on dynamic functional strengths onto leaders roles where management has to work
with diverse knowledge and strength for gaining large dynamic functional roles for
obtaining wide profits along with high sustainable business factors.
 Emotional intelligence along with transparency: The future management into leadership
also involves emotional intelligence roles among leaders to work with strong
functionality, evoking role to bring on new determinants and to keep on motivating
employees or showing vast changes effectively (Kovacevic, 2019). This factor can be
understood as most important and widely functional fir gaining accurate new relative
goals of actions onto potential working parameters, for long term feasible working
actions. Transparency within roles of leaderscan also be understood with the fact that
marketers and roles of various group employees should be considered as an effective
parameter where regular meetings and group discussions shall be held at Marriot hotel.
This factor can be understood as widely correlated with functioning factors of leaders and
employees within a team for gaining accurate new functional standards, keenly

developing new ideas and responding quickly to working actions through which wider
synergy of innovation can be built.
 Out centric leadership principles: The hospitality industry is going under wide
transformation where leaders need to be attentive to varying business demands and
functional patterns of various ethics for motivating employees for gaining wider results.
The out centric leadership principle will enable to focus on high dynamics and technical
advancement for building higher competitive value, keenly bringing on influential
leadership through which effective outputs can be developed for rational higher
competitive levels as demanded by hospitality industry (Qiu, Dooley. and Xie, 2020).
 SOFT SKILL ASSES MENT SKILLS: This skill is widely important for gaining
within future metrics for developing new end goals and stronger synergy of flexible
decision making an dynamic goal development. Soft kill assessment profoundly
impacts working abilities among employees for gaining accurate working actions,
leveraging actions for creative aptitude within employees in a team for gaining
commitment among them and also for potentially developing new end goals.
Management and leadership skills can be achieved by training of employees to
work on with higher competiveness and functionally advancement by working to
productively develop wider technical progression onto new determinants through which
profitability can be enhanced for reaching onto customer’s preferences and competitive
benchmarks. Brainstorming sessions will also develop management, employees to work
on the latest functional patterns and paradigms through which Marriot hotel can develop
higher functional strength and also productively diverse rational keen synergy of
innovation, New leadership styles can be learnt with continuous functionality by holding
seminars and various practical working scenario through which wider profits can be
obtained in the future change management work ethics.
Comparison of different service industry companies change management systems and leadership
in implementing change
Organization change: The organization change can be understood as the process of growth or
decline and wide transformations along with dynamic changes within company to gain stronger

working fundamentals through which enduring wide transformation can be achieved for gaining
onto new determinants under which strong viable positions can be developed along with new
rational goals through which expertise is also developed onto larger roles. Marriot hotel by
coming of various competitive regulations and new functional metrics through which hospitality
targets can be built (Pishgooie, Atashzadeh‐Shooride and Lotfi,2019)
Types of organization change:
People oriented organization change:The employees are the real focus and base of any
company through which higher profit can be enabled by bringing on advanced services among
consumers. People oriented change enabled to bring on advanced functionality and strong
metricswhere training and development of all employees is more focused for bringing on
customer oriented services (Wang and Xie, 2020).
Process oriented organization change: This can be understood as the change procedure where
company managers plan to bring on innovation and investment pertaining onto wider segments
through which new technicality is established for which the coma[nay has to build on detailed
analysis for process oriented changes (Majed, 2019)
Structural organization change: This can be understood as the structural organization change
where the managers work on bringing new advancement onto the structure with coming up of
new competitive benchmarks along with dynamic business values through which profitability is
leveraged. Structural company change is becoming more common by various new companies
coming onto industries for practicing wide rational profitability (Ellis and Abbott, 2020)
Change process model:
Marriot hotel for bringing on new change within company business scenario effectively
have to work onto adoption of change management model where Lewin change model is gaining
wide functional strength as it enables phases for exploring into new determinants and extending
new metrics. The Unfreezing is first phase where company employees will be working onto
analyzing the old changes which needs to be removed for meeting new competitive demands
along with planning of investment demands and how rationally new changes can be undertaken.
The freezing step will practically implement new changes within innovation and technical
progression where Marriot hotels will guide employees with continuous training. The Refreezing

step being final phase will make sure all changes are implemented with effective monitor, and
also gain customers preferences by gaining data and various parameters of how outcomes are
able to bring on new advanced practices. The Kurt Lewin change model phases of unfreezing ,
freezing and refreezing will enable Marriott hotel for obtaining the desired changes effectively
(Ribeiro, NDuarte and Fidalgo, 2020)
Management of successful implantation of change :
The role of leader can be understood as one of the most important to bring new changes
within company levels, keenly motivate all employees and also function with higher dynamic to
coordinate effectively among all new steps Clearly state the vision: Leader needs to state the vision clearly at Marriot hotel among
all employees for bringing on new changes, which will ensure long term effective
functional standards along with innovation and quality management (Timm and
McLaren, 2019) Ensure employees participation: Leader needs to ensure employees participation by
serving as facilitator for training and motivating employees for bringing on new changes
with high competitive spirit.
 Transform vision into action: This implements that leader needs to generate strong
vision and practically implement actions among teams for bringing on new positive
synergy of working strengths
 Monitoring and communicating effectively: The last and most important role of leader is
to monitor all changes implemented among employee’s teams at Marriot hotel which will
also involve continuous communication onto all parameters for bringing onto wider scale
services (Richter and Hunecke,2020).
Approaches to effective leadership:
Comparison of various service industry change management systems and leadership styles for
implementing changes:
 Situational approach: In this leadership style the leader keeps on strong working
force of innovation and changes employee’s roles and the various situations arising
onto ore dynamic working roles with higher competitive demands of production and

services. This enables leader to variably implement their decisions of management
among employees as per their abilities, diverse working actions for technical
efficiency and for development of vital goals where Marriot hotel aims to achieve. Contingency approach:In this leadership style contingent situations which are
coming up with wide new situations and competition into the hospitality industry
are the main focus for leader to bring on new contingency working fundamentals
along with patterns where company can gain onto new rational determinants
(Guertin, Pelletier and Pope, 2020).
The Comparison of various service industry change management systems and
leadership styles for implementing changes can be understood with the parameters where
hospitality industry and aviation industry are undergoing huge changes within world
business scenario. Marriot hotel being one of the most prominent brand under hospitality
industry uses contingency and situational approach of leadership to bring on wider
changes which enable to generate wider rational evocative changes along with strong
functional strength for company employees. These changes are relatively developed by
monitoring of leader and technically training various paradigms pertaining onto huge
demands.
Another example within aviation industry, Emirates airlines where the com0pany has been
emerged successfully as one of the biggest brand has undertaken wide changes of
innovation and strong functional strength. The changes are implemented with wide focus
onto new rational determinants, quick progression of effective transformational leadership
being adopted by leaders to bring on motivation among employees for bringing on more
profits, higher technical upgradation. Both the services are working with wide competitive
levels into their industries where it can be seen that there has been major progression
among leaders demand to bring on new synergy of innovation and reach the set
competitive benchmarks . The leadership at emirates airlines is one of the most advanced
within aviation industry worldwide where company has profoundly reached customers
goodwill expectations and also keenly reached higher profitability paradigms of efficiency.
It can be justified with the various reports company has achieved onto world levels when it

comes for working with direct innovation and best quality services delivery among
worldwide customers.
Task orientation approach: The task orientation approach places heavy emphasis on structure,
plans and schedules for getting effective decisions within time period for accurate functional
paradigms reached. Emirate company leaders work with task oriented leadership where
employees are motivated to set diverse process oriented goals and formulate plans to achieve
them with wide efficacy, for bringing consumer goodwill.
Relationship orientation approach: The relationship oriented leadership is one of the foremost
behavioral approach which has been focusing to bring strong leaders motivation and well being
within team members for commitment functional scenario and right structural decision making.
CONCLUSION
The report can be concluded with detailed explanation onto how Leadership &
Management for Service Industries is one of the most important topic being rising on to business
scenario with higher competitive values pertaining onto new rational determinants. Report
further concludes the various management needs of Marriot hotel, which is one of the most
developed brand in the hospitality industry and regulates onto new synergy of innovation.
Further there is conclusion of how future change management among employee’s skills are
coming onto becoming one of the biggest factor along with how change models play an effective
role ton bring wide changes into business. Report concludes how new changes of innovation,
and training of all employees are undertaken by leaders within company for bringing on best
changes functionally and how the aviation industry change model into leadership are different
from the hospitality industry (Krebs, Norcross and Prochaska, 2019).

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