Leadership Management For Services Industries | Assignment

Leadership
Management For
Services Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Different classical management theories..............................................................................1
P2. Role of the leader and different leadership styles in a service sector industry.....................2
P3 Review the management and leadership styles in a particular services sector company......3
TASK 2............................................................................................................................................4
P4.Investigation of the internal and external factors that influence management styles and
structure.......................................................................................................................................4
TASK 3............................................................................................................................................5
P5. Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector.................................................................................................................5
P6. Discuss future management and leadership skills required by the service sector and how
these can be achieved..................................................................................................................6
TASK 4............................................................................................................................................7
P7. Compare and contrast different service industry organisations change management
systems and leadership in implementing change........................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Leadership refers to a process with the help of it a leader can guide, influences and
inspire the behaviour and work of others in context of attaining a p[articular objective of a
company. In a company, it is indicates to the ability of a manger to motivate and make introduce
the employees to their duties with confidence. In service industry, it is the ability of firm's
management to set and attain challenging aims, take fast and decisive action when required,
outperform the competition and motivate others to perform at the highest level they can. This
assignment is related to Wa-Pila Hotels which operate its business sin hospitality industry and
provide its various services to the consumers. In this report will be defined about different
classical management theories, roles of the leader and leadership styles in a service sector
industry. Further will be discussed the factors that affect various management styles and
structures and present or future management and leadership skills. Demonstration of
management and leadership skills in a service industry context will also explained.
TASK 1
Covered in to PPT
TASK 2
Covered into Broucher
TASK 3
P5. Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from specific
service sector
To perform the work in an effective and efficient manner, it is required that there are
various skills and knowledge which is useful for completing the work in effective way. With
the help of it the firm also capable to accomplish aims and object8ives in effective manner. To
perform or showing their effectiveness in different fields, it is necessary to have required
appropriate skills and knowledge about specific sector (Fernie and Sparks, 2018). It will be
helpful for them to organise their work as per the need or requirement. There are several hard
and soft skills that are needed and essential to have individuals to work with Wa-Pila that is
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conducting its operations in hospitality sector. There are some hard and soft skills are mentioned
below:
Soft skill
These skills are the combination of people skills, social skills, communication skills,
customer service skill, career attributes, social intelligence and others. Some of them are as
following:
Flexibility- It is necessary and essential soft skill for the employees and workers of the
company. In hospitality sector, it is required so that the firm can effectively provide services to
its customers. In Wa-Pila, this skill is required for the employees of this firm because there are
very unexpected situations generate in the firm due to make change in customers needs and
demands, government polices and others. For example, if there are changes generate due to
clients taste and preferences related to destination (Ling, Lin and Wu, 2016). In this situation the
management of the company formulate effective strategies and policies which have the flexible
nature of workers needed.
Customer service- To work in a hospitality sector, it is necessary for a person that they
have good customer service skills so that they can get attention of the clients by making effective
communication and resolving their problems in an effective manner. In Wa-Pila, if the
employees of the firm have good customer service skills than they can build good relation with
the consumers and retain them till long period of time (Mesu, Sanders and Riemsdijk, 2015). For
example, if there are any client or customer come in the organisation to take the services of it and
the individual has rude behaviour. In this situation, it is very important the employees of the firm
should have good customer service skills so they can effectively communication to the
customer.
Hard skills
It indicates to those skills which are teachable abilities or set of skills which can be
determine easily. These skills are acquired by the formal activity and training programs, online
courses, certification programs and others. There are various types of hard skills like accounting,
analytics, computer, digital marketing, information technology and others. Some of the are as
following:
Digital marketing- It is effective hard skill which is necessary to have the employees of Wa-Pila
Hotel. Within this skill, the employees have information about the internet marketing which is
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required for the management of this hospitality firm. With the help of this skill, the employees
can share the information with the customers and get attention of them regarding the firm. So
that they can utilize the services and products of it which help in increasing the profit and
productivity of this company. For example, in respective organisation, the management of the
firm conduct training and learning session to provide or build this skill within employees. So that
they can effectively do the marketing of the products and tour packages of the company.
P6. Discuss future management and leadership skills required by the service sector and how
these can be achieved
Management and leadership skills are beneficial for a company to achieve the aims and
objective of the company in an appropriate manner. In different sector, it is necessary for an
individual that the person have different management and leadership skill. In Wa-Pila, the
company operating its business in hospitality sector so it is required that the manger of the
company have different leadership and management skills (Noe and et. al., 2017). There are
various leadership and management skills, some of the are mentioned below:
Strong communication- It is highly required skill which is necessary for the employees
so that the can make communication with others. In Wa-Pila, this skill is required to the mangers
and leaders of the company so that they can make interaction with the employees and share
information about the new plans and polices of the company so that they are also aware about
them. With the help of effective communication, they can convey necessary information to the
employees (Popli and Rizvi, 2015). Employees can also use this skill to provide information
about the products and services of the company so that they can retain them till long period of
time.
Problem solving- It is another necessary skill which required for solving issues and
conflicts which are arising during the time of group work and team works when the employees
are working to attain a common goals. In Wa-Pila, with the help of this skill the leader and
manger of the company provide solution of the clients and customer regarding their issues. It
also can be used by the employees also when they are dealing with a customer for to resolve their
issues regarding their issues.
Team building- It is an effective skill which is required for organisation development. It
necessary for the leaders and managers so that when they are allotted any work in group and
team, they build an effective team by selecting skills and qualified employees which help in the
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development of the firm by attaining their aims and objectives. In Wa-Pila, the manager and
leader of the firm, with the help of this skill can build an effective team which help in increasing
the profit and enhancing the productivity.
Decision making- It is another most appropriate skill for the development for the
company. With the help of this skill leaders and mangers can develop and formulate effective
and efficient strategies, plans and polices which are favourable for the growth of the firm. In Wa-
Pila, this skill is required for taking decision in complex situation so that the firm can running its
business in proper manner (Ross, 2017).
TASK 4
P7. Compare and contrast different service industry organisations change management systems
and leadership in implementing change
In service industry, there are several sector which make change on leadership and
management in different manners (Sadgrove, 2016). To analyse this Wa-Pila which is operating
its business in hospitality sector compare with Thomas Cook. The comparison of both them are
as following:
Basis Wa-Pila Hotel Thomas Cook
Leadership style In Wa-Pila hotel, the
management of the company
followed autocratic leadership
styles. So there are no
involvement of the employees
in decision making process.
They are take decision
according to their own thoughts
and not discuss with others.
Cause of it, the employees are
demotivated which affect profit
and productivity of the firm in
unfavourable manner. This
constantly affect the
Inn Thomas Cook, the
management of the company,
follow participative leadership
style in which they provide
equal participation to the
employees in decision making
process. So that they can share
their own ideas and issues and
get solution regarding them. If
the decision are good then
they can implement by the
company for the development
(Wu and Chen, 2015).
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profitability of the company.
Change management process In this organisation, the
management of the company
can make change according to
the requirement. There are not
need of adopting any methods
and process etc. they can make
change as per the requirement
by developing new strategies.
If any change generate in this
firm then the management of
the company can apply Kurt
Lewin's change management
process in which they are
making change by utilizing
three steps like unfreezing,
moving and refreezing.
CONCLUSION
As per the above information it can be analysed that leadership is an important factor
which play an effective role in an organisation fro the effective running of the company. With
the help of it, the leader can lead and motivate employees so that they can do their work in an
effective manner. Different classical theories and leadership styles are important fro the
development of a company. There are different factors that affect the management styles and
structures of a company in favourable and unfavourable manner. Different types of skills like
soft and hard skills are helpful for providing evidence and growth of the firm.
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REFERENCES
Books & Journals
Fernie, J. and Sparks, L. eds., 2018. Logistics and retail management: emerging issues and new
challenges in the retail supply chain. Kogan page publishers.
Ling, Q., Lin, M. and Wu, X., 2016. The trickle-down effect of servant leadership on frontline
employee service behaviors and performance: A multilevel study of Chinese hotels.
Tourism Management. 52. pp.341-368.
Mesu, J., Sanders, K. and Riemsdijk, M. V., 2015. Transformational leadership and
organisational commitment in manufacturing and service small to medium-sized
enterprises: The moderating effects of directive and participative leadership. Personnel
Review. 44(6). pp.970-990.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Popli, S. and Rizvi, I. A., 2015. Exploring the relationship between service orientation,
employee engagement and perceived leadership style: a study of managers in the private
service sector organizations in India. Journal of Services Marketing. 29(1). pp.59-70.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Sadgrove, K., 2016. The complete guide to business risk management.
Routledge.Nguyen, T. T., Mia, L., Winata, L. and Chong, V. K., 2017. Effect of
transformational-leadership style and management control system on managerial
performance. Journal of Business Research. 70. pp.202-213.
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Shek, D. T., Chung, P. P. and Leung, H., 2015. Manufacturing economy vs. service economy:
Implications for service leadership. International Journal on Disability and Human
Development. 14(3). pp.205-215.
Shin, Y. and et. al., 2015. Top management ethical leadership and firm performance: Mediating
role of ethical and procedural justice climate. Journal of Business Ethics. 129(1) pp.43-
57.
Thorpe, R., 2016. Gower handbook of leadership and management development. CRC Press.
Wu, C. M. and Chen, T. J., 2015. Psychological contract fulfillment in the hotel workplace:
empowering leadership, knowledge exchange, and service performance. International
Journal of Hospitality Management. 48. pp.27-38.
Online
Leadership and management skills. 2019. [Online]. Available Through:
<https://www.clearpointstrategy.com/strategic-leadership-characteristics/>.
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