Leadership and Management for Service Industries Unit 5

This report discusses leadership and management styles in the service industry, with a focus on Park Plaza hotels. It covers classical management theories, leadership styles, internal and external factors that influence management styles, and future skills required in the service sector.

Leadership
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Assess different classical management theories and apply these in a service industry context..3
Role of leader and distinct leadership styles in relation to service sector...................................4
Leadership management styles with reference to the company..................................................6
Describe the management leadership styles opted in hospitality according with the firm's
structure and culture....................................................................................................................6
Analyse current leadership and management styles in context to the organisational practice. . .7
Investigate the internal and external factors that influence management styles and structures in
a selected service industry organisation .....................................................................................7
Analyse the internal and external factors that influence management styles and structures in a
selected service industry organisation identifying strengths and weaknesses............................8
Critically analyse how specific management styles have been influenced and changed by
internal and external factors in a selected service industry organisation....................................8
Assess current management and leadership ‘hard and soft’ skills providing evidence from a
specific service sector examples ................................................................................................9
Discuss future management and leadership skills required by the service sector and how these
can be achieved ........................................................................................................................10
Evaluate current and future management and leadership skills that are crucial for the service
sector.........................................................................................................................................10
Comparison of two hotels in change management systems and leadership while incurring
change.......................................................................................................................................11
Evaluate the change management effects on management and leadership skills for service
sector in relation to the crisis management...............................................................................12

Analyse the response to change in management and leadership skills that service sector has
gained........................................................................................................................................12
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................14
INTRODUCTION
Leadership management is a process for a leader to guide, direct and influence the
attitude and working methods of the employees for achieving a common goal for organisation.
The leaders have to adopt their style for inducing their employees for increasing their confidence
and interests towards work. Park plaza is a well known hotel chain established in 1986 which is
providing their products and services in hospitality industry. Therefore the owner of this
company is Olympus Real Estate since 1997 (Abegaz and Nene, 2022).This report is made in
reference to Park Plaza, it describes about classical management theories, role of leader, various
leadership styles applicable in service industry, internal and external factors that effect
management styles as well as structures in hospitality, current leadership hard and soft skills with
an evidence, future leadership management skills needed in service sector, distinct service
industry organisation change management systems and also leadership in bringing change.
MAIN BODY
Assess different classical management theories and apply these in a service industry context.
There are various classical management theories which are given by the famous author
who are sustaining in the market for long period of time. They believe that employees are
strongly influenced and motivated with their physical needs and majorly they specifically
focuses on the monetary incentives. Organisation which are implementing this management style
are often incorporate appropriate opportunities for the workers and their rewards in the company.
It is the theory which helps in enhancing the overall profitability of the company and it is being
used by the leaders and manager to have the effective approach which ensures the long term
survival of the business (AlMazrouei, Zacca and Mustafa, 2022).There are three management
theories that are includes in the classical management theory. Bureaucracy theory by Max
Weber, Scientific management theory by Frederick Taylor. According to this theory, the overall
working of the company is being divided in to three units and the top level management is being

responsible for framing the strategies so that the goal of the company can be attained by the
service industry. Following theories are explained below:
Scientific Theory: It is the theory which is given by Frederick W. Taylor and it uses the
scientific methods in order to analyse the most effective production process for enhancing the
productivity of the employees. It is the appropriate workplace which also focuses in the
economical development and the efficiency. It is the theory which also help in influencing the
employees and the staff member within the organisation by which all the related task can be
attained in an appropriate manner in the business organisation. When the business is not
performing the overall business task of the service industry then it affect the overall growth of
the company in the marketplace. With the help of various methods in the business, this will helps
in developing the certain growth of the company in the economy. When the service is not
meeting the expectation of the customers then it also affects the overall productivity of the
business in large market. In order to increase the overall productivity of the employees and there
are certain process which is being used by the business. For the development of the service
industry.
Administrative Theory: It is the theory which is launched by Henri Fayol and also helps
in effective working environment in the business by which all the conflicts can be minimised and
leads to have the higher productivity of the business with the proper delegation of power in the
service industry. This helps in building the confidence level of the employees with the aim of
increasing higher profitability and growth in the large market (Clearfield, 2022). When the
organisation will make the better decision then it will help in developing the skills of the workers
and this theory also helps the employees for their motivation by which overall performance of
the company can be influence within the business.
Role of leader and distinct leadership styles in relation to service sector
A leader is a person who guides, influence, boost morale, motivate, inspire their
subordinates to accomplish the organisational goal. Leadership is a set of core skills or the
potential, a leader performs this duty to influence other's attitude. There are several roles of a
leader that are as given below -
 Motivator – The motivation among all the persons varies. The subordinates are
advantaged in their actions by influencing them. There are two types in it that are internal

motivation is independent and long termed but the external motivation is dependent and
short termed.
 Mentor – Mentor is a person who guides in a right path to achieve the results. It is a
crucial quality in a leader to take their organisation into the heights of success. The skills
of subordinates can be improved by correcting them.
 Learner – The leader wants to be better than yesterday by increasing their efficiency a
bit every day and they develop their skills, knowledge and capabilities in a strategic goals
(Dishop and Good, 2022).
 Communicator – A good communicator always listen patiently, conveys effectively and
understands the requirements of others.
During the crisis they lost control and were emotionally disturbed. But after suffering the
managers and leaders have again gained all the qualities and now before executing any work
they always think about their plan, mission, vision and strategies and put their actions into a right
direction (Vassolo and Weisz, 2022).
A great leader is the person who knows to tackle the situation appropriately by choosing a
leadership style. Some of the leadership styles are mentioned as following -
 Autocratic leadership – The leaders adopting this style are concerned of the results and
efficiency of the employees as they don't allow them to participate in any discussion of
decision making. This is applicable most when the employees are need to be supervised
as they have had so less or nil experience. It is implemented most n hospitality industry
as the hotels are affects constantly from a crisis such as the recent Covid-19 situation.
 Laissez-faire leadership – It is to be adopted when the employees are in need to delegate
It is applicable when the members representing their company are competent,
responsible, experienced, highly trained, and engaged in a specialised work. This could
also decrease their productivity of overall company if the managers don't give a proper
insight and tell their expectations. In hospitality the staff is left alone to complete their
responsibilities.
 Democratic leadership – This is also commonly known as participative leadership style
which means the leaders allow their member to contribute in the discussions of decision-
making (Guo and Hou, 2022). The employees are valued on the basis of their opinions,
ideas and suggestions at the workplace. In hospitality industry the leaders acquire the

style to encourage and increase the productivity as well as job satisfaction. This style is
utilized when the members are creative.
 Paternalistic leadership – The leaders act like being dominant authoritative person and
inclusively they are concern for the employee's family's well being and their requirements
as they connected with them in a long term. They give importance because their ideology
is the behaviour of an employee at workplace is being affected. This is applicable when
the leaders want to show value and know their requirements. It is used in hospitality
industry in order to build trust and enhance the employee's well being.
Leadership management styles with reference to the company
The above explained leadership style in context to Park Plaza are adopted in ways like
autocratic style is adopted in the order to supervise and assign work to the staff which is less
experienced. Democratic style is adopted when the staff is capable as well as expertise enough
that they can participate in their suggestion for decision-making. Laissez-faire style is
implemented to the staff that is confident, responsible and highly trained for representing
themselves behalf company. Paternalistic style is acquired in case to value the well being of their
staff's family and also their behaviour.
The leaders of Park Plaza hotels are concerned of the work efficiency of their workers.
The leaders have to take their own time in decision-making which they can reduce as per the
level of urgency so this helps them in improving their mistakes easily (Hawryszkiewycz 2022).
The staff members are motivated on a frequent basis because their creativity and value is ignored
otherwise it may decrease team synergy and coordination in their work. The managers and
leaders of Park Plaza during the pandemic were requiring support as they earned no income and
unfortunately the employees were jobless. They act urgently and communicate transparently in
order to aware the workers. Somehow they covered their strength, money and confidence in
themselves also the employees have regained their job satisfaction again.
Describe the management leadership styles opted in hospitality according with the firm's
structure and culture
The leadership style generally acquired the most in hospitality industry is Autocratic
leadership as they generally impose strict guidelines and assigns them tasks with a set target.
This is suitable in hospitality because they have to meet uncertain demands somehow. They can't
allow the workers to be involved in decision-making due to lack of time in accomplishing their

work at a targeted time. They don't want to waste the worker's time in discussions. They want
their employees to maintain the quality of their service up to a good standard.
Analyse current leadership and management styles in context to the organisational practice
The current and suitable leadership style for Park Plaza is the autocratic leadership style.
The leaders of company emphasise on improving the capabilities of the team members as they
themselves are knowledgable up to a certain extent so they don't need to be consulted in their
decisions (Ho and et. al., 2022).(Huang, Jahromi and Marquez, 2022). Employees are highly
expected to meet the provide their best input as to satisfy their guests with quality of services. All
the deadlines of the workers are different according to their specialisation. The leaders should
only focus on external factors affecting the demands of hotel.
Investigate the internal and external factors that influence management styles and structures in a
selected service industry organisation
In order to manage the growth and enhance,emit of the business functions there is been
given that different management styles are being opted which helps in maintaining the growth
the performance of al the employees in the company. This manage to provide all the strategies
and the planning with which business growth can be gained on timely manner. Their is assigning
of the task and the targets as with the servitude of all the external and the internal areas which are
being required to manage the styles being acquired by the managers. Some of the internal factors
are like:
 Healthy and communicating relations - Park plaza should always focus on the ideas
and the ways through which the relations can be abruptly managed and this will impliedly
helps in removing all the conflicts and the issues which are been seen in the managers
and the leaders (Ivanova and Ivanov, 2022). So their is required to have better
communication in all the workforce with which no issues can be applied and this will
help in implementing the improvement of the variable business function in the
organisation.
 Leadership style - The management and the effective functions can be applied and seen
with the changes and the adaptive nature and culture there is observed that all the leaders
will manage to have the proper functioning as the Park plaza will eventually manage the
democratic leadership style through which they try to give the command to all the
employees in order to manage the proper guidance.

 Objectives and roles of company - This will manage the proper and systematic working
environment through which all the directions and the employees in the working nature
can be reframed. their main aim is to manage and provide all the details to the employees
regarding the working with which they can reframe and apply the strategies so as to
evaluate and all the compliance and the methodologies (Talapatra, 2022).
The external factor that can affect the management styles are like:
 Technological factor - in order to manage the growth there is required to have effective
innovation with which all the revenue can be generated and the advancement in all the
promotions and their effective areas can be resources. This manage the development and
the upliftment with the considerable areas and methods.
 Social and politics factors - it is a management style in which all the demographic
upliftment and the considerable requirements with the changing trends is analysed. Park
plaza in order to outgrow and manage the profit and the services there is given the
adjustment of all the tax rate to be applied and the economy to be managed.
Analyse the internal and external factors that influence management styles and structures in a
selected service industry organisation identifying strengths and weaknesses.
In order to manage the growth and the production the companies will radically required
to have the efficient and systematic approach through which they expansion and productivity can
be managed. Internal factors includes development of healthy relations in which the conflicts can
be avoided and will create trust and motivation. But same time this can also at time creates
biasness or any such discrimination while being comfortable with any particular employees
(Jayaraman and Mishra, 2022). Other then this technological factor in the external environment
will mange to give the innovations the growth and also the maximum reach to the customers. But
this will require to have more funding and the competition is also the major negative affect in all
these areas.
Critically analyse how specific management styles have been influenced and changed by internal
and external factors in a selected service industry organisation.
The management styles majorly helps in re framing and also in maintaining the growth
and systematic skills through which the abridgment and the required areas will promote the
growth and the adaptability. The external factors will provide the polices, customers, economy
and all other widened areas to be controlled and this will evaluate and create a massive impact on

the growth of the company. Other then this the internal; factors will maintain the staff, culture
and all the financial areas and the logical process that are the core element of the company and
will strengthen their productivity. Park plaza can maintain the effective management t of the
styles and their working.
Assess current management and leadership ‘hard and soft’ skills providing evidence from a
specific service sector examples
The soft skills are mainly all the personality development and the interpersonal skills in
which the leaders are involved there is been given the team building, leadership development and
active listening. This helps in maintaining the performance and also in enhancing the growth in
the intellectual nature of the employees this maintains the identification of the performance and
the strategical approach and profit analysis. Some of the important hard and soft skills of the
leaders are mentioned there under:
Hard skills of:
 Managers - they will have to evaluate and manage all the loss and the profit to be
compiled properly and there is required to have the effective identification of
performance of the business functioning. Some of the mania elements and the
equipments which are in relation to all such hard skills are like laptop, desktop and other
IT equipment management and with that the schedules to be reframed on timely basis.
 Managers of restaurants - All the budget management and the resource allocation are
required to be maintained by the managers of park plaza in which they will frame and
maintain the activities in relation to the performance and the budget management with
their effective growth and functions (Katemliadis, 2022). All the company will have to
management the time and the work with scheduling.
 Leaders - Their main element and working is on the technicality and the address al
through which the market place and the business evaluation can be applied. This helps in
enhancing the growth of the employees by the further studies on the market areas.
Soft skills of:
 Managers - All the general skills which will help in the development of the performance
of the individual will be covered. It involves listening skills, supervision, identification of
talent and many more.

 Restaurant managers - it promotes and gives all the healthy communication with which
the transparency and the active listening along with this all the budget planning and the
general activities can be managed for the performance evaluation. They try to maintain
the healthy communication and the adaptive transparency.
 Leaders - This manages all the evaluation and the performance through which the
guidance can be given and the issues in business can be removed. It helps in addressing
the performance with which the influence of the role and their nature can be applied.
Discuss future management and leadership skills required by the service sector and how these
can be achieved
1. In order to manage the growth and the advancement there is provided all the
increase in technological aspects through which all the growth and the innovative
techniques can be implied. Their is been seen that in all the advantage and the
general compliance all the companies majorly work with innovative conditions
and the achievement in market place (Koehn, 2022). As in hospitality sector there
is given all the leaders and the managers to opt some of the important skills which
are like:
 Team management skills - It helps in development and the further growth through
which company can maintain the performance and also analyse and obtain the
marketplace through which development of the confidence can be altered.
 Skills management - All the managers and the leaders will have to make the
communication regarding the time management and are required to frame all the positive
attitude with the emphasised areas and the future adaptability.
 Technologies - Managers and leaders maintain all the innovations and the technical
aspects through which the performance can be enhanced as this will make them to create
and overbuild all the use to certain strategies and compliance.
Evaluate current and future management and leadership skills that are crucial for the service
sector
In order to manage the skills there is needed to frame all the management band the
general compliance and working with which the ;leadership and their roles are managed. They
exemplify and attain all the nature and the performance to be evaluated (Parast and Safari, 2022).
All the leaders and the managers will have to prepare themselves for the future goals and

strategies with which they will gain the productivity and will also enhance the confidence to be
developed. They apply all the skills assessment in order to maintain the positive attitude and also
to implicate the performance evaluation to abrupt and consider all the nature of technological
factors. Team management, technological advancement work focus, skills assessments are some
of the main elements in the service sectors and their growth.
Comparison of two hotels in change management systems and leadership while incurring change
Change management system analysis the techniques to change the process of any certain
work. There are specifically two types of change management model that are Lewin's change
management model that comprises of three stages. The first one is to unfreeze the ongoing
process and ideas in the order to get ready for future changes (Madhavan, Bhatt and Nair, 2022).
This helps the team to make new tasks and goals without discrimination and bad habits. Second
is to imply changes with conveying clearly and at last there comes the turn to refreeze the change
as to acquire to fit into new challenges and techniques.
Another type of change management model is Adkar model. It is divided into five parts
which are naming to their letters. Awareness is to announce the changes to employees and to
know the reason behind the change. Desire is for identifying the desirables employee and if they
oppose for accepting change then show them the benefit personally after bringing change.
Knowledge means they give training and set of skills which will be used after the changes
happen. Ability is for engaging them in activities in for practising before they implement change,
monitor their performance and adjust them as per their results. Reinforcement is to check upon
the change happened on the desired result, by taking positive feedback, rewards and encourage
the workers to follow the changed process. There is a demonstration of the two hotels based in
UK that are Premier Inn and Park Plaza that are big hotel chains. The current changes taking
place in both the hotels are described further as -
 Hotel space utilization – Premier Inn hotel's leaders thought of providing hotel work
spaces as they saw the current trend in travellers to work remotely so the workers want a
good working environment. Meanwhile Park Plaza hotel's leaders were noticing that the
workers have their shifts so they developed some strategies to make shift offices venues
in hotels for as to meet the needs and wants for businessmen. They both have different
ideas for businessmen and travellers. Park Plaza arranged ample plug sockets, fast speed
Wi-Fi with a good range in lounges.

 Sustainability – There were many sustainable developments in both the hotels in
different manner. Premier Inn hotel's leaders were adopting some measures in no use of
plastic and consumption of paper. Park Plaza hotel's leaders started concentrating on no
food wastes, instead of dumping the food wastes they were distributing it among the
animals. This change in the hotels was most foreseen by their guests as they were
inspired by their ideas.
The leadership in situational approach in context to Park Plaza explains that the leaders
concerns the pre-parity of the team members to work uniquely in each situations (Maruthuvellu,
Salamzadeh and Richardson, 2022). Transformational approach was required by the leaders in
the case of recovering from pandemic. Inspirational approach was considered in Park Plaza
hotels when they want their workers to be focused, motivated with valuing themselves. Task
oriented approach in the hotels was for employees to practise the tasks made in order to achieve
common goal of company. Relationship approach adopted by the leaders in Park Plaza hotel for
the purpose of supporting, developing and motivating the all workers.
Evaluate the change management effects on management and leadership skills for service sector
in relation to the crisis management
Park plaza hotel's leaders were more focusing for the staffs well being and their health
during the Covid-19 pandemic. They they had suffered in loss consequently they couldn't pay
their staffs during the hard times. They had valued their employees in the bad time that's why
they had not lost their staff. On the other side the management team of the hotel was having
insufficient funds to invest during pandemic so they were broken emotionally and were not
capable of helping their staff (Ozturk and Medeiros, 2022). Now they had developed a change in
precautioning under safety terms and they had also recovered the full staff with their job
satisfaction. The leadership approaches used by the leaders according to the situations are now
managed and every difficulties of employees are sorted.
Analyse the response to change in management and leadership skills that service sector has
gained
The managers and leaders of the service sector have gone through some changes with the
application of approaches and models as specified above. In the result they have acquired strong
skills after experiencing the crisis. They have become more confident and aware about the

uncertainties. Thus in future they will be more ready and likely to adopt changes as per the
situations.
CONCLUSION
This report on Park Plaza hotels concludes with the analysis of classical management
theories, leadership styles, roles of a leader, management and leadership styles in context to the
company, internal and external factors affecting the management styles and structures in
hospitality, current leadership management hard and soft skills with the help of evidence from
hospitality industry, future leadership management skills needed in this hospitality sector as well
as they ways in which they can be achieved. Concluding the report on comparing two different
hospitality organisations in the aspect of leadership and change management systems applied in
changes.

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