Leadership and Management for Services Industry | Assignment

Management and leadership
for service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
P1- Assess different classical management theories and apply these in a service industry
context.........................................................................................................................................1
P2 Role of leader and leadership style in service industry..........................................................2
P3 Review of Leadership and management style for specific service sector..............................3
TASK 2............................................................................................................................................4
P4 Internal and external factors that influence management style and structure........................4
TASK 3............................................................................................................................................6
P5 Management and leadership ‘hard’ and ‘soft’ skills in service sector..................................6
P6 Management and leadership skill for future..........................................................................7
TASK 4............................................................................................................................................8
P7 Comparison between two different organisation...................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management can be introduced as group of individuals who agree to accept the challenge
to run an organisation. For this they plan, organise, direct and control all activities that are
performed by the organisation. The major task that is performed by management is to motivate
others employees of organisation to achieve organisational goal. Leadership is the process
through which an executive who has dominant in nature influence others people or stakeholders
in order to accomplish the goal of organisation. This present assignment is written in context of
Wa-pila hotel which are operating their business in hospitality industry. In this assignment
management approaches and theories are covered in context of service sector. Moreover the role
of leader along with different leadership style will be discussed in the report.
TASK 1
P1- Assess different classical management theories and apply these in a service industry context.
Classical management theory is originated in 1900 and comes it compliance from 1920s
and focus of the theory is on efficiency of the work process. It tried to resolve issues related to
industrial management,efficiency, higher quality, management worker relationship. Wa-pila
Hotel uses this theory to control and predict behaviours in the organisation. The classical
management theory is combined of three theories which are-
 Scientific management theory- This theory is developed by Frederick Winslow Taylor
who is known as the father of scientific management. This theory emphasis on verifiable
research to increase the efficiency of production process result in organisation
productivity. The theory relies on a belief that managers need to supervise and guide
their employee which results in effective operations whereas it also results in
exploitation of workers and limits the task of management in this theory. . It was only
applied to low-level routine and repetitive work which can be managed at supervisory
level. Wa-pila hotel uses principle of scientific management which is selecting the best
person to perform the task and provide best training to the person to increase their
efficiency of work performance which will derive hotel to achieve their goal.
 Bureaucratic Management- This was by developed by Max Weber. This theory is
focused on forming an ideal organisation to be a bureaucracy whose division of labour
were expressly framed. He stated that technical skills should be analysed and

performance evaluation should be conducted whereas this theory discourages innovation
and creativity which leads to dissatisfaction among workforce. Wa-pila uses this theory
and formed a hierarchy with clear chain of command where higher authority control the
lower authority positions which ensure that organisation is operated and managed by
qualified personnel and allow to perform routine job by using job specialisation.
 Administrative Management- This theory was developed by Henri Fayol and he
focused on the management aspect which found to be neglected in above theories. Based
on the experience he developed 14 principles of management. This theory works on the
principle that is “Managers are born and not made” but this theory lacks analysis of
organisational environment, technology and personal factor because of the application of
Fayol's principle. Wa-pila uses the principles which are discipline to maintain harmony in
the hotel, unity of command as one person only receive order from one superior which
reduce confusion at work and division of labour which result in more efficiency at work.
P2 Role of leader and leadership style in service industry
Leaders play an integral role in the hospitality or service like they help an organisation to
gain competitive edge by increasing efficiency and excellence in their operations. In present
scenario all organisation are working in a cut-throat competitive market. Within such a tough
competition leaders execute different mindset which determines that they bring continue
innovation in their services. These update and innovation of services helps them to satisfy the
expectation of customers in effective way.
Types of leadership style
Democratic leadership- In the democratic type of leadership style leaders make the
decision with implementing the suggestion and review of all employees of an organisation. In
context of service industry these leadership helps an organisation to take regular feedback of
their services which determines that this helps management of Wa-pila to improve their future
position in the industry.
Autocratic leadership- Autocratic leadership style is just the inverse of democratic
leadership. This types of leader make the decision without considering the employees which
signify that their decision is the final call which is follow by each and every individual of the
organisation. It is very effective in those service sector where there are large number of
employees work together for accomplishing organisational goal.

Strategic leadership- The main role that is performed by strategic leaders that they work
as bridge between organisation and employees of an organisation. These leaders work as
intersection point which determines that they manage organisational goal in order to convert
opportunities into potential market by formulating effective strategy for the organisation.
P3 Review of Leadership and management style for specific service sector
For the success of product industry there are different types of tangible factors such as
finished goods, stakeholders etc. relates with an organisation that impacts on productivity and
performance of an organisation (Fitzgerald and et. al., 2013). While in service sector
management and leadership style are major factors that impacts on organisation. This task cover
and compare both style in context of service sector.
Type of management style
Democratic- Wa-pila hotels is the new start up they are expanding and developing their
business at global level which determines that they need to implement effective management
style. For this management implement democratic leadership style which helps them to develop
new ideas as in this all employees of an organisation give their input to develop the products. Positive impact- Effective decision of manager helps an organisation to increase their
productivity. So they democratic management style these helps them to make a decision
with the approval of majority of an organisation. Negative impact- Sometimes organisation need to make a decision quickly in order to
handle difficult situations. At these time democratic managers delay a decision which
create inefficient results for organisation (Jiang, Chuang, and Chiao, 2015).
Leadership style
Strategic leadership-The most desirable leadership style in context of service sector is
the strategic leadership style because they helps an organisation to explore different
opportunities. Along with these it increases market base and customers for the organisation by
developing effective strategy and policy for organisation. Positive impact- There are multiple number of employees are working with Wa-pila
hotels. So this leadership helps the organisation to make plans for all employees by
providing directions to their efforts in order to achieve company goal.

 Negative impact- Sometimes it is dangerous to operate all the employees at similar time
because each of them has different role and responsibility which creates hindrances in
deciding the plan for organisation.
TASK 2
P4 Internal and external factors that influence management style and structure
In this some internal and external factors that influence management style of organisation
are covered. Internal factors are those which are control by management while external
management are beyond the control of an organisation.
Internal factors
Finance and investment- Finance is the blood of business which helps several
departments of organisation to complete their activities by providing money to them. In Wa-pila
hotel stability of finance helps an organisation to increase strength of their democratic style of
management (Johnston and Marshall, 2013).
Employees engagement- Human work force work as an asset for the organisation as they
provide competitive edge against rivals because physical work force of two different companies
are not similar. For this Wa-pila hotel execute democratic management style which encourage
employees to complete their work with high productivity.
External factors
Technological- In today scenario all the organisation are updated themselves with
automation which signify that technology factor is important function for an organisation to
increase value in product by bringing innovation. In context of Wa-pila hotel they need to change
its structure from centralised to decentralised so all employees are updated with it by
participating in organisational activities (Paul Koenigsfeld, and et. al., 2012).
Customers- Consumer are impacted by different factors of an organisation specifically in
services industry. This includes employ engagement, atmosphere, quality of product etc. For
these it is important for an organisation to develop those management style through which create
healthy environment in company. Like strategic leadership formulate and manage all employees
for an organisation by providing guidance to them.
Characteristics of effective managers

Knowledge- To become an effective manager, knowledges is the first factor that
determines the productivity of an organisation. Like an manager who has business as well as
technical knowledge makes effective decision by predicating and adopting necessary changes
that increases the value in their services (Pereira-Moliner and et. al., 2012).
Innovative and inspire- Today market is totally covered by technological factors which
determines that it influence on every activity of organisation. In the context of Wa-pila hotel it is
essential for them to recruit experience manager. They help others employees to accomplish their
goals by encouraging and motivating them to achieve their task.
Understanding customer need
Social responsibility- In present scenario all customers are more aware about their
surroundings which signify that they are eco-friendly. For this management of Wa-pila hotel
develop their surrounding with those products that are recycle and redeemable it helps them to
increase their goodwill also.
Customer service- The most important factor to develop customer relation is customer
service (Popli and Rizvi, 2017). Most of the today consumer review a company in present
scenario by taking base of their services. Wa-pila hotel is operating their business in hospitality
industry. So it is essential for them to match their services with expectations of customers.
Multi generational leaders and their characteristics
Social media- Huge number of workforce are working for an organisation which consider
their efforts in order to achieve organisational goal. In these scenario social media is the effective
tool that through which managers motivated and communicated with employees. So it is easy for
them to collaborate toward organisational activities.
Flexible workforce- Most of the today employees and workers want to work between 9
to 5. while in context of hospitality industry it is job of more than 12 hours. For this it is the
responsibility of an organisational leader to motivate new employees by providing monetary and
non-monetary benefits to them. So they retain in organisation for longer time period.
Critical view on specific changes in management styles
Management style refer to the way in which manager make decisions that relate with
their subordinates (Reiman and et. al., 2015). In hospitality sector the management style is
totally depended on corporate culture on an organisation. Wa-pila hotel develops democratic
management style to manage and organise their work which is commonly used by all

organisation. It is a positive approach by which organisation accomplish their goal swiftly with
in predetermine period. The negative approach that exists in democratic style that it involves
suggestion, feedback and review from all
stakeholders which delay in decisions and create inefficiency in services or products.
Some points which are important for business that help to complete their goals along with
including different types of leadership style which are mention as follow:
Past leadership- The way to perform a business and the power through which decisions
are taken by the organisation or leader among past years is different. It determines that in recent
years mostly Autocratic leadership is executed in all activities of business to make decisions.
This type of style relates with leaders that help to control their business effectively as in this only
an individual is able to make decision without the concern of others people.
Present leadership- In most of the present organisation democratic leadership style is
implemented that helps an organisation to complete their work by making consideration of all
peoples. It includes all level of management either they are top or lower each employee put their
rights in the project to complete their goal. This style is most effective it helps an organisation to
generate effective changes so it easy for them to make decisions that helps to gain top position in
the future.
Future leadership- The terms and conditions that are raised in the future is not necessary
that it is certain to happen. While it is a complex and long term process that create difficulties in
future therefore most of the organisation adopt situational leadership style as it is flexible and
helps due to execute essential changes that is implemented in the existing work environment of
the organisation. It results that they earn more revenue by expanding their market share.
TASK 3
P5 Management and leadership ‘hard’ and ‘soft’ skills in service sector
Their are two essential skill that play crucial role in hospitality organisation. As for some
hard and soft skill which are require by leader and manager of Wa-pila hotel is as follow:
Hard skill
Hard skills are considered as teachable and learning skill which are acquire by an
individual through education and internship. These skills are easy to measure and evaluate by an
organisation through which they analysis that they are achieving their goal in appropriate

manner. Example- Wa-pila is operating their business in hospitality sector which determines that
they require talented and skilled employees who communicate with guest in their local language
from where they belongs (Rosenberg-Hansen and Ferlie, 2016). So it leaves good impression on
customers along with this it is easy to understand demand and need of customers. The hard skills
are implement by manager in an organisation because it helps them to control and monitor all the
activities that are performed by an organisation by managing and preparing performance
appraisal card, guiding employees etc.
Soft skill
Soft skill relates with the personality, interpersonal skill and attitude of an individual
which is consist by them in order to complete job role and the decision that impacts on their
performance. Further it is important element for Wa-pila to business operations because it
enables the leader to boost their morale and completing their activities with positive attitude.
Motivation helps an employee to complete their goal with in service sector with efficiency and
effectiveness. For this context of leader of Wa-pila hotel motivate all employees and explore
different opportunities through which they generate their goals with considering relevant
information for organisation (Shek, and et. al., 2014).
P6 Management and leadership skill for future
The conditions of present marketing world is complex and tough as there are constant
innovation in the product and services that are provided by them to their their customers
(Tavitiyaman, Weerakit and Ryan, 2014). This task covers some skills that are required by
manager and leader in upcoming future to sustain their organisation in the competitive market.
Skills required by leader
Time management- Hospitality organisation provides wide range of services to their
customers or guest these develops confusion in different department to accomplish their targets
easily. While the employees of an hospitality organisation work more than their job hours which
demotivate them to complete their work these results that there is delay in company services. So
it is essential for leader to organise different activities with in framework of appropriate time
manner.
Diverse employ management- Multiple humans work for an organisation to consider the
similar goal that is achieved for an organisation by satisfying need of customers. Usually all
business are growing and expanding themselves at global level which determined that different

employees work with them that belongs to different background. For this leaders need to
develops skills such as motivator, effective listener through which it is easy to resolve and reduce
the conflicts among employees (Thieberger and Berez, 2012).
Skills required by managers in future
Soft skill assessment- Usually all manager implement hard skill in an organisation to
complete their goals and activities which it learned by them form their experience. While the
organisation that are working in hospitality industry need to develop their manager with
implementation of soft skills such as confidence, commitment etc. through which it is east to
manage the work by communicating with them and generating soft skills in organisation.
Technological skill- All the future business and industry are majorly depend on the
technological which determines that it impacts on different activities of an organisation. In these
case it is necessary for organisation to manage their goals with in predetermine period ( Wilton,
2012). Like in present scenario many hotels adopt robots as waiter. For gain efficiency in this
skill manager need to attend different technological classes which increases its fundamental and
basic concept about technology.
TASK 4
P7 Comparison between two different organisation
These task covers two different organisation and its comparison
Particulars Wa-pila Marriott hotel
Leadership style The top management of Wa-
Pila hotel implemented and
adopted strategic leadership
style in which large number of
employees are supported by an
organisation to complete their
goals with in minimum time
period. Along with these it
also help an organisation to
take decision with in positive
manner as they involve all
Marriott hotel is operating
their business at global level so
they adopt participative
leadership style in the
business. This type of style
states that every employee has
to take part in all activities of
organisation. In this case an
organisation consist the view
and suggestion of all
employees. This help

employees and take decision in
welfare of them.
organisation to develop
creative solution for their
different activities.
Management style Managers of Wa-Pila hotels
follow the democratic
leadership style which
determines that they include
all employees to make a
decision. With adoption of
this management style an
organisation different policy
through which they develops
healthy relationship with
employees and motivate them
that boost their performance
and helps them to achieve high
results by improving skills of
the organisation.
Marriott hotel is the largest
group of hospitality industry
which operates their activities
in different countries. For this
they follow persuasive type of
management style it is similar
to the autocratic leadership
style in which final decision
making rely in hands of the
leaders. This style provide
alternatives to manager to gain
the support of management
and leaders which helps to
keep their decision final call.

CONCLUSION
From the above report it is concluded that leadership and management style helps an
organisation to develop their goals with in predetermined period. Each organisation need to
follow and adopt management theories that helps to control and manage their operations and
increases productivity of an organisation. In context of leader democratic leadership style is the
best alternative to achieve organisational goal by encouraging employees of the organisation.
While for manager democratic leadership helps to accomplish their target with in minimum time
period. At last some skills are discussed that are needed by leader or manager for sustaining in
upcoming future.
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REFERENCES
Books and Journals
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service personnel. International Journal of Hospitality Management, 31(2), pp.468-476.
Fitzgerald, L., Ferlie, E., McGivern, G. and Buchanan, D., 2013. Distributed leadership patterns
and service improvement: Evidence and argument from English healthcare. The
Leadership Quarterly, 24(1), pp.227-239.
Jiang, K., Chuang, C.H. and Chiao, Y.C., 2015. Developing collective customer knowledge and
service climate: The interaction between service-oriented high-performance work
systems and service leadership. Journal of Applied Psychology, 100(4), p.1089.
Johnston, M.W. and Marshall, G.W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.
Paul Koenigsfeld, J., Youn, H., Perdue, J. and Woods, R.H., 2012. Revised competencies for
private club managers. International Journal of Contemporary Hospitality
Management, 24(7), pp.1066-1087.
Pereira-Moliner and et. al., 2012. Quality management, environmental management and firm
performance: direct and mediating effects in the hotel industry. Journal of Cleaner
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Popli, S. and Rizvi, I.A., 2017. Leadership style and service orientation: the catalytic role of
employee engagement. Journal of Service Theory and Practice. 27(1). pp.292-310.
Reiman and et. al., 2015. Principles of adaptive management in complex safety–critical
organizations. Safety science. 71. pp.80-92.
Rosenberg Hansen, J. and Ferlie, E., 2016. Applying strategic management theories in public
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Shek, D.T., Lin, L. and Liu, T.T., 2014. Service leadership education for university students in
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human development. 13(4). pp.513-521.
Tavitiyaman, P., Weerakit, N. and Ryan, B., 2014. Leadership competencies for hotel general
managers: The differences in age, education, and hotel characteristics. International
Journal of Hospitality & Tourism Administration, 15(2), pp.191-216.
Thieberger, N. and Berez, A.L., 2012. Linguistic data management. In The Oxford handbook of
linguistic fieldwork.
Wilton, N., 2012. The impact of work placements on skills development and career outcomes for
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Qualities of a Great Hospitality Employee. 2018. [Online]. Available through:
<https://www.kangan.edu.au/students/blog/essential-skills-for-a-career-in-hospitality>.
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