Leadership and Management for Service Industries

This report evaluates the classical management theories and leadership styles in the context of Premier Inn hotel. It discusses the impact of internal and external factors on the hotel's organizational structure and culture. The report critically analyzes the influence of these factors on the management style of the hotel. The report is relevant to the subject HNHM305: Leadership and Management for Service Industries.

HNHM305: Leadership and
Management for Service
Industries

Table of Contents
Project -1..........................................................................................................................................4
Introduction:.....................................................................................................................................4
MAIN BODY...................................................................................................................................4
Evaluation of classical management theories in the service industry context:...........................4
Explaining about the role of leader as well as different leadership styles in the organisation:. 5
Discussion of the management style adopted by the Premier Inn hotel:....................................6
Analysing the management and leadership styles in relation to the organisational structure and
culture:.........................................................................................................................................7
Evaluating the leadership style adopted with the evidence of organisational practise:.............7
Examining the impact of internal as well as external factor on the management style of the
company:.....................................................................................................................................8
Assessing the influence of internal as well as external factors on organisational structure by
identifying strength and weakness:.............................................................................................9
Critically analysing the influence of internal as well as external factor on the management
style of the hotel:.......................................................................................................................10
Conclusion:....................................................................................................................................10
References......................................................................................................................................11
Books and Journal..........................................................................................................................11
Project -2:.......................................................................................................................................12
Introduction:...................................................................................................................................12
MAIN BODY.................................................................................................................................12
Analysing the current management as well as leadership skills in context to Premier Inn
company:...................................................................................................................................12
Analysing the management as well as leadership skills that is required in the hospitality
industry:.....................................................................................................................................13
Evaluating current as well as future leadership skills in service sector:...................................14
Analysing the effect of pandemic on the management as well as leadership styles of company:
...................................................................................................................................................14

Differentiation and compare different service industry organisations change management
system and leadership in implementing change........................................................................15
Inspect how change management influence management and styles and leadership skills......16
Conclusion:....................................................................................................................................16
References......................................................................................................................................17

Project -1
Introduction:
Crisis management is termed as the process through which the company deals with the
disruptive as well as unthinkable situations in effective manner. The main role of crisis
management in the organisation is to effectively identify the threat on the company management
operations and its stakeholders. For this report Premier Inn hotel is taken into consideration. This
hotel is among the largest hotel chain brand within hospitality industry of UK. In relation to this,
the company was founded by Whitbread in the year 1987. The report will discuss and evaluate
about different classical management theories as well as will also cover the role of leaders in
the company. Moreover, the report will also highlight about the management and leadership
styles of the organisation.
MAIN BODY
Evaluation of classical management theories in the service industry context:
Classical management theory:
The classical management theory is considered as the management style process that lays
focus on the hierarchy, specialised roles as well as centralised leadership style in order to ensure
the greater efficiency in day to day operations. In context to Premier Inn, the application of
classical management theory can assist the firm in enhancing its productivity level by making the
operations in streamline manner (Hassi, 2019).
. The following are the different classical management theories that can support the
Premier Inn hotel in reacting better with the crisis management problem that evolved due to
pandemic condition. The explanation is discussed below:
Bureaucratic Theory:
This management theory explains that in order to achieve deficiency in operations the
firm should adopt the formal mode of hierarchy in which the tasks are properly delegated to
employees present in many departments. This management theory deals with the idea of

dividing specialised task among different workers of organisation. In context to Premier Inn, the
application of bureaucratic theory can allow the hotel in dealing with better with any crisis
situations by clearly break down the work in to well stated tasks.
Scientific management theory:
This type of management theory covers the application of scientific as well as
mathematical analysis in order to deal with business problems in most appropriate manner. In
addition to this, it can also support the firm in increasing the efficiency rate of work completion.
In relation to Premier Inn, the application of scientific theory can help the hotel in managing
critical business situations by properly forecasting, planning, coordinating as well as controlling
the business activities (Bartsch and et.al., 2020).
Behavioural management theory:
This theory puts emphasis on the concept that all the management practises must be in
the favour of organisational as well as employees interest level. In order to boost productivity
level of employees, the company should provide special privileges as well as appropriate
learning environment. In context to Premier Inn, the adoption of this theory can assist the
organisation in boosting the employee morale in effective manner. In relation to this, the
behavioural theory can help company in unleashing true potential of employees.
Explaining about the role of leader as well as different leadership styles in the organisation:
The leader has the crucial role in every company by inspiring as well as managing
employees in the manner that leads to achievement of gaols and objectives in efficient manner.
In context to Premier Inn, the leader in this company adopts necessary functions which is
discussed below:
Motivate workers:
The main motive of the leader is to inspire the workers to perform task in the most
effective as well as efficient manner. The leader is responsible to boost employee productivity by
providing proper recognition to the efforts of its team members. In addition to this, the leader of
the firm ensures in rendering positive working environment for the staff members (Arici and
Uysal, 2021).
Mentor:

The leader of the hotel is also responsible in providing proper knowledge as well as skills
required to perform job in effective manner. The leader is also accountable for promoting
employees to take part in day to day decision making process.
Execute strategy:
The most important role of leader is to make strategies of the company into reality by
implementing the action plan within the management structure. The leader is responsible to
gather all essential resources needed to carry out execution process in most appropriate manner.
Different leadership styles that can be practised in the service industry:
The leadership style is termed as the behaviour of leader while managing the group of
employees within the company. In context to service sector industry, there are different
leadership styles that can be adopted in this sector are:
Authoritarian type of leadership:
In this, the leader takes responsibility to make all the decisions by himself without taking
any recommendations from the staff members. In relation to this, the leader provide clear
instructions about what needs to be done and how it should be done (Sreedharan and et.al.,
2018).
Participative leadership:
In this, the leader gives opportunity to its staff members for communicating their
opinions as well as recommendations about the specific business issues. The application of this
leadership style can boost the morale of workers in effective manner.
Delegative leadership:
In this leadership style, the leader gives all responsibilities to its members regarding
execution of strategies as well as managing day to day activities of business. The leader only
enter into process if the employee are unable to implement tasks properly.
Discussion of the management style adopted by the Premier Inn hotel:
The leadership style is most important factor that defines the motivational level of
employee, their performance in the company as well as relationship with other members. In
context to Premier Inn hotel, the company adopts Transformational leadership style within its
management practises (Bavik, 2019).This allow the manager of company in dealing with the
problems of employee in effective manner. In relation to this, the transformational leadership
enables the manager to inspire staff members in attaining excellent performance levels.

Moreover, the leader also clearly communicate the duties as well as responsibilities to the
workers so that they can gain achieve their gaols in most appropriate manner. Due to practise of
this leadership style, the leader also support its staff members to take participation in the decision
making process by allowing them to make recommendations regarding certain business
problems. During the pandemic situation, the Premier Inn hotel effectively adopted with the
external market trends as practise of transformational leadership style supported the company in
empowering their staff members to adopt with the changed situations in appropriate manner.
This created improved performance levels as well as enhanced loyalty in the minds of workers
for the company goals and objectives. Furthermore, the practise of transformational leadership
style also allow leader to perform proper training sessions in order to develop the skills as well as
competence level of their staff members(Chen and Zhang, 2020).
Analysing the management and leadership styles in relation to the organisational structure and
culture:
The organisational structure of the Premier Inn hotel is in the neoclassical approach
which puts emphasis in building a better relationship with employees. In relation to it, this
organisational structure theory enables the firm in motivating workers to perform in their best
abilities. The culture that is followed within the organisational structure of the hotel is Hierarchy
culture which help the leader to properly communicate the duties as well as responsibilities to the
employees. This allow the staff members to gain clarity about their job responsibilities which
directly enhances their productivity level. According to the organisational structure and its
culture, the best suited leadership style for the Premier Inn hotel is Democratic style of
leadership, the following of this leadership style will enable leader to engage with more
employee in decision making process. In addition to this, the democratic leadership will also
support the hotel in improving the output level of employees by giving them proper knowledge
about what tasks they needed to perform in most effective manner. Furthermore, this can also
allow leaders to boost morale of their staff members by giving equal opportunity to each and
every employee in taking part in decision making activity (Tetteh, 2018).
Evaluating the leadership style adopted with the evidence of organisational practise:
The Premier Inn hotel takes transformational theory of leadership into practise within the
company. This leadership style support the leader of the company to interact in the better way
with their staff members. In addition to this, the transformational leadership theory also allow the

manager to properly communicate about which duty and how it needs to performed in the most
efficient manner. Moreover, the organisation allow its employees to discuss about their issues in
appropriate manner by establishing open communication channels with the organisational
structure. The leader also supports their workers to understand change in the most timely manner
by providing effective training sessions as well as programs.
Examining the impact of internal as well as external factor on the management style of the
company:
The internal as well as external market forces can affect the organisational structure of
the company in positive or negative manner. The following explanation states the internal factors
of Premier Inn organisation that can impact its structure as well as leadership style performed:
Culture:
The culture of the company is employee centric as it values the participation of its staff
member in day to day decision making activities. In relation to this, the employee relationship
oriented work culture makes its organisational structure favourable for the growth as well as
development of the employee skills and knowledge (Chon and Zoltan, 2019).
Commitment to sustainability:
The Premier Inn hotel is committed towards conducting eco-friendly operations which
supports the company in reducing carbon footprints to the significant level. Along with this, the
organisation also undertakes several campaigns in order to make awareness to reduce carbon
emissions.
Human resources:
The Premier Inn hotel employs over 30000 individuals in the different hotel branches
across the UK. The huge human resource allows the company to operate efficiently as well as
adopt any external changes in the most effective manner.
Financial resources:
The hotel is more financially independent as compared to other hotels. The company has
huge financial resources in the form of assets as well as bank balance. This positively influence
the organisational structure of the hotel to effectively adopt with uncertain situation in the better
manner.
In order to know the impact of external factors on the organisational structure of Premier
Inn hotel, PESTLE model is taken into consideration:

Political force:
The rise in the taxes structure has negatively impacted the company operations as the raw
materials prices has increased to the significant levels. In addition to this, the policies of Brexit
has also posed a challenge in -front of the hotel future operations.
Economical force:
The rise in interest rate of the banks can cause a challenge in front of the growth
objectives of the firm. In addition to this, the decrease in customer demands due to pandemic
has also negatively impacted the profitability of the hotel(Saha and et.al., 2020).
Social force:
The customer demand to stay in premium hotel has risen exponentially due to the usage
of social media platforms by large number of people. The customers now desire the quality
services with the lower price structure.
Technological force:
The high growth in technology related to the online booking system as well as digital
marketing platforms has supported the hotel to practise this in order to optimise its organisational
structure.
Legal force:
The stable legal bodies positively affects the growth objectives of the hotel. The stricter
labour laws can impact the company in positive manner as the firm provides better opportunities
for their employees.
Environmental force:
The Premier Inn hotel follows sustainable practises while conducting their operations in
suitable manner. In addition to this, the rise in the focus by government towards sustainable
practise can influence the firm in adopting best sustainable practise in order to reduce carbon
footprints.
Assessing the influence of internal as well as external factors on organisational structure by
identifying strength and weakness:
The internal as well as external analyses supports the Hotel Premier Inn to identify its
strength and weaknesses in proper manner. The following area represents the strength and
weakness of the Premier Inn company:
Strength:

 Its employee oriented style of leadership is the biggest strength of the company as it
supports the proper development of employees by engaging them in regular decision
making process. In addition to this, it also helps the firm in gaining competitive
advantage in market. The high financial resources of the hotel is also an strength for the hotel as through this it
can bring modern changes to the structure of the organisation. This can help the hotel in
improving efficiency in most appropriate manner.
Weakness:
 The higher competition in the hotel industry is considered as the weakness in front of the
company operations.
Critically analysing the influence of internal as well as external factor on the management style
of the hotel:
The internal as well as external factor has positively affected the management style of
Premier Inn hotel as the improvement in technology can support the organisation to deal with
their staff members in the most effective manner. In relation to this, the growth in technology can
also allow the managers to properly track activities of their employees by using innovative
technologies. Moreover, the growth in competition level is also the main factor that has forced
the hotel to adopt transformational leadership style in order to attain competitive advantage
among the competitors. Furthermore, the low customer demand due to the pandemic situation
has also influenced the hotel to change their style of management.
Conclusion:
It has been analysed from this report that Crisis management performs crucial activity in
the company towards providing solutions in order to tackle negative situations. The report has
covered the main classical management theories as well as also identified the role of leaders and
their leadership styles in reducing the consequences of negative conditions. Moreover, the report
has also evaluated the management as well as leadership theories adopted by the organisation.
Furthermore, this report has also explained about the impact of internal as well as external
factors on the organisational structure of the company.

References
Books and Journal
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context: The mediating role of climate for creativity. International Journal of
Contemporary Hospitality Management.
Bartsch and et.al., 2020. Leadership matters in crisis-induced digital transformation: how to lead
service employees effectively during the COVID-19 pandemic. Journal of Service
Management.
Arici, H.E. and Uysal, M., 2021. Leadership, green innovation, and green creativity: a systematic
review. The Service Industries Journal, pp.1-41.
Sreedharan and et.al., 2018. Assessment of critical failure factors (CFFs) of Lean Six Sigma in
real life scenario: evidence from manufacturing and service industries. Benchmarking:
An International Journal, 25(8), pp.3320-3336.
Bavik, A., 2019. A systematic review of the servant leadership literature in management and
hospitality. International Journal of Contemporary Hospitality Management.
Chen, L., Li, T. and Zhang, T., 2021. Supply chain leadership and firm performance: A meta-
analysis. International Journal of Production Economics, 235, p.108082.
Tetteh, G.A., 2018. Evaluating university leadership performance using lean six sigma
framework. International Journal of Lean Six Sigma.
Chon, K.K.S. and Zoltan, J., 2019. Role of servant leadership in contemporary
hospitality. International Journal of Contemporary Hospitality Management.
Saha and et.al., 2020. Effect of ethical leadership and corporate social responsibility on firm
performance: A systematic review. Corporate Social Responsibility and Environmental
Management, 27(2), pp.409-429.

Project -2:
Introduction:
The Talent management is critical for any organisation in terms of boosting the
performance level of employees and make them high performers. The main activity of talent
management is to inspire, engage as well as retain employees by allowing them to take part in
decision making activities. This report will include the management as well as leadership skills
in the company. In relation to this, the report will also cover the current and future leadership
skills within the hospitality sector. Moreover, the report will also highlight the role of change
management system of the organisation in implementing the change.
MAIN BODY
Analysing the current management as well as leadership skills in context to Premier Inn
company:
There are two type of leadership skills that represents the management style of the
leaders. The leader is responsible for managing day to day activities of the company as well as
also accountable for improving the productivity level of employees. There are two types of
leadership skills that is classified into Hard and Soft leadership skills. The soft leader ensures to
take inputs from all sources and then formulate decisions. In addition to this, the leader that
adopts soft leadership skills lead their team members in equal manner and also give them
opportunity to take part in day to day decision making process. In context to Premier Inn hotel,
the leader of the company practise soft leadership skills in dealing with their staff members this
supports the company in achieving excellence as well as effectiveness in their operations. It also
support the manager of the hotel to manage the time properly due to people orientation rather
than task orientation. In contrast the Hard leadership style is the complete opposite of the Soft
leadership style(Jain, Duggal and Ansari, 2019). The leader who represents Hard leadership
skills are dominant in nature and these type of leaders doesn't provide their employees the
independence to communicate their view points and opinions. In addition to this, the Hard
leaders are more focused towards achieving goal rather than caring about the interest and well-

being of employees. Moreover, the leader with the hard leadership skills are more focused
towards achieving specific goals in the inflexible approach. The hard leader ensures that the goal
is achieved in the most competitive manner.
Analysing the management as well as leadership skills that is required in the hospitality
industry:
The leadership skills supports the leader to motivate employees in order to make them
perform more optimally. In relation to this, the proper leadership skills supports the leaders to
implement change in the most effective manner by providing appropriate directions to the
employee actions. The following are the key management as well as leadership styles that is
required for the Premier Inn hotel in order to improve the productivity level of employees are:
Emotional intelligence:
The emotional intelligence skills is much needed skills for the leaders as this will allow
them to interact positively with their team members. In addition to this, the emotional
intelligence skills can support the manager in understanding emotional level of their staff
members . Moreover, by adoption of this skill the leader of the hotel can motivate the workers in
effective manner which can leads to attaining team goals in most efficient manner (Luu, 2020).
Effective communication:
The effective communication skills is also critical for the leaders as this can help leaders
in doing proper communication with their team members. The good communication style can
allow the manager in making employees more confident as well as more efficient.
Attention to details:
The other skills that can be necessary for the leader in improving the operations level of
the organisation is by giving proper attention to detail. By giving necessary attention to the
business problems as well as employee interests, the leader can attain its objectives in the most
effective manner (Giddens, 2018).
Drive for innovation:
This skill of leader can support the Hotel Premier Inn in boosting its competitive position
in the industry. The leader who always strive for making innovational changes can effectively
boost the performance level of their staff members. The focus on adopting innovational
improvements can allow the company in gaining competitive edge in the market more
effectively.

Evaluating current as well as future leadership skills in service sector:
The leadership skills are important for the company in order to attain organisational goals
and objectives in the most effective manner. The following are the evaluation of leadership skills
in context to Premier Inn hotel are:
Self-development:
This is the important skill for the leaders as this skill allow the managers to learn from
their own experiences as well as improve their skills further by taking training classes. This can
support the manager to motivate workers as well to learn new thing and information in the
consistent manner (Birasnav and Bienstock, 2019).
Team development:
The other crucial skills which can allow leaders in making robust teams is Team
development skills. This skill can help the leader to allow its team member in achieving gaol by
giving equal independent opportunity to employees to participate in decision making process.
Strategic thinking and acting:
The adoption of strategic thinking skills can make leaders to take long term approaches
for problem solving as well as decision making. This support the manages to strategically plan
their actions by taking support of data driven informations.
Ethical practise:
The most important skills for the leaders is ethical skills. The practise of this skill
supports the leaders to give equal opportunity to the workers in order to engage in decision
making process (Lissillour, Fulconis and Psaraftis, 2021).
Analysing the effect of pandemic on the management as well as leadership styles of company:
The coronavirus situation has changed the skills of leaders in the great manner. The
following are the changes reflected in the leadership style of managers in context to Premier Inn
hotel are:
Leaders become more social:
The pandemic situation has made the employee more social in dealings with their
employees in most effective manner. This has also supported the managers in boosting
motivation level of employees in most appropriate manner.
Taking help of data for making decision:

The pandemic situation has also made managers to make data drive leadership decisions
after analysing the data from the external as well as internal sources (Luu, 2019).
Differentiation and compare different service industry organisations change management system
and leadership in implementing change.
Kurt Lewin's change model has three steps that is changing, unfreezing and refreezing.
The hotel Premier Inn uses this model of change in the organisation.
Unfreezing – It includes to determine what needs to be change by survey of company and to
understand why change is necessary. In context to Premier Inn hotel, it determines the change
which can help the company to increase the profit (Kluza, Ziolo and Spoz, 2021). It is done by
seeing the factors such as poor financial results, declining sales.
Changing – In this stage people look for new ways to do things and resolve their uncertainty. In
context to Premier Inn, they communicate clearly and widely about the plans and empower and
promote actions by encouraging employees to get involved.
Refreezing – It provides the ongoing support and training in their new role for individuals and to
provide feedback it encourages them. In context to Premier Inn hotel, it promote and develop
ways to sustain the long term change and celebrate the success.
Kotter's 8 step change model breaks down organisational change leadership into change
management (Martin, 2019). The central park hotel of UK uses the Kotter's model of change
which explained in detail as follows:
Create Sense of Urgency – In context to central park hotel, before suggesting the need, with
their team the current problem is discussed and try to get opinions.
Form a Powerful Coalition – It identify the key change stakeholders and leaders in the
organisation to and in implementing the vision they ask for support.
Create a Vision For Change – For executing that vision it creates logical strategy.
Communicate to the Vision – It speak persuasively and convincingly about the vision often.
Remove Obstacles – Those who implement change and support in its early phase they recognise
and reward them.
Create Short-Term Wins – They find short term projects that don't require sign off and not
costly from any potential opposition.
Build On The Change – It analyse what went wrong and what went right after each victory.

Anchor The Change In Corporate Culture – In the orientation process they infuse the core
values of the change into every new hire.
Inspect how change management influence management and styles and leadership skills
Change management influence styles, management and leadership skills for an
organisation in developing the success and to increase the profitability and market share so that it
can build its brand image more efficiently and effectively (Schneider and Clauß, 2020). As by
communication, active listing, strategic thinking, leadership, measurement and analysis
effectively change management skills can develop success in an organisation. For example in
premier inn the new technology has introduced which help the company in making things better
and easy. Before the new technology launched the employees of the company are participative
and after the launch of technology in an organisation only high authority will guide tell them
how it can used for the future growth. It affect the organisation as the change in technology takes
place.
Conclusion:
It has been concluded from the above report that talent management is important in order
to attract as well as retain employees in effective manner. The report has discussed about the soft
and hard leadership skills of manager. In addition to this, the report has also included the
different key management and leadership skills that can improve the performance of employees.
Moreover, the report has also covered the role of change management as well a leadership in
implementing change within the company.

References
Books and Journal
Birasnav, M. and Bienstock, J., 2019. Supply chain integration, advanced manufacturing
technology, and strategic leadership: An empirical study. Computers & Industrial
Engineering, 130, pp.142-157.
Giddens, J., 2018. Transformational leadership: What every nursing dean should know. Journal
of Professional Nursing, 34(2), pp.117-121.
Jain, P., Duggal, T. and Ansari, A.H., 2019. Examining the mediating effect of trust and
psychological well-being on transformational leadership and organizational
commitment. Benchmarking: An International Journal.
Kluza, K., Ziolo, M. and Spoz, A., 2021. Innovation and environmental, social, and governance
factors influencing sustainable business models-Meta-analysis. Journal of Cleaner
Production, 303, p.127015.
Lissillour, R., Fulconis, F. and Psaraftis, H.N., 2021. A nomos perspective of shipping service
industries. Revue Européenne d’Économie et Management des Services, 2021(12),
pp.125-154.
Luu, T.T., 2019. Green human resource practices and organizational citizenship behavior for the
environment: the roles of collective green crafting and environmentally specific servant
leadership. Journal of Sustainable Tourism, 27(8), pp.1167-1196.
Luu, T.T., 2020. Linking authentic leadership to salespeople's service performance: The roles of
job crafting and human resource flexibility. Industrial Marketing Management, 84,
pp.89-104.
Martin, J. N., 2019, July. Problem Framing: Identifying the Right Models for the Job.
In INCOSE International Symposium (Vol. 29, No. 1, pp. 1-21).
Schneider, S. and Clauß, T., 2020. Business models for sustainability: Choices and
consequences. Organization & Environment, 33(3). pp.384-407.