Leadership and Management for Service Industries (Distinction Criteria)

This report analyses classical management approaches, leadership styles, management and leadership styles, internal and external factors that influence management styles and structure in Hilton, and current and future management and leadership skills in service sectors.

and Management for
Service Industries (Distinction
Criteria )

TABLE OF CONTENTS
TABLE OF CONTENTS..............................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY..................................................................................................................................4
P1 Appraise classical management approaches.........................................................................4
P2 Determine role of leader and distinctive leadership styles....................................................5
P3 Review management and leadership styles...........................................................................6
M1 Examine management and leadership styles in sector of organization................................7
D1 Assess current management and leadership styles by offering justified exercises...............7
P4. The internal and external factors that influence management styles and structure in Hilton
....................................................................................................................................................8
P5 Current management and leadership hard and soft skills in hospitality industry................11
P6. Evaluate future management and leadership skills for service sectors..............................11
P7. Various service industry organizations’ change management process and leadership in
implementing change................................................................................................................13
CONCLUSION.............................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Management for services industry is refers as procedure that helps in maintaining and
organizing functions of management by doing work in respective manner (Alqahtani and et.al,
2021). The report is based on Hilton hotel that is located in UK, it provides varieties of services
that facilitate by offering and fulfils needs of customer through providing them better services in
effective manner. By this facilitate through room services and other accommodation to satisfied
customers. In this determines about management approaches and role of leaders by defining
leadership styles in service organization. By assessing various element that occurs in
organization by examining different approaches is determined to analyse management for
service industry. The whole assessment analysed to examine and appraise elements that occurred
in report by assessing in it. Also, study about management and leadership styles that plays key
role in function of management. Further, examine PESTEL analysis that influence organization
function and appraise hard and soft skills through justifying evidence. Lastly, comparison of
distinctive service organization and discuss future management and leadership skills that helps
in attaining aims and objectives of organization.
MAIN BODY
P1 Appraise classical management approaches
The approaches of management help in raising organization productivity and efficiency
by working functions of management in respective manner. As during pandemic situation hotel
industry effected, in order to overcome challenges by emphasize approaches helps in raising
organization performance through innovating products and services (de Miguel‐Gómez and et.al,
2021). In order to organization, management theory helps in increasing organization
performance and determines different key elements. This is explained below;
Scientific- In responds to organization, this derives positive approach for business by providing
proper training through this enhance knowledge and skills of employees (Lorenzo-Navarro and
et.al, 2021). Also, supervise employees in order to they follow rules and procedure by
performing their functions in respective manner as this grows business by workers of hotel
perform their function in effective manner.
Bureaucratic- In regard to organization, it derives needs and requirements of business as
acquiring qualified and productive peoples to achieve organization objective and desires in

respective manner. As this helps hotel to remove unproductive and derives innovativeness in
organization that emphasize growth and development of business in effective manner. Through
this applying approaches provide job safety, equality to all peoples of staff by respecting each
other (Berberoğlu, 2021). It conducts growth and development of business that boost
performance and productiveness of business in effective manner.
Administrative- In terms of organization, aiming at principles by communicating and
coordinating with employees through performing functions of organization in effective manner.
It boosts organization productivity and efficiency by facilitating management exercises and
implements benefits that raise organization productiveness. It builds good relationship among
peoples of hotel that helps in development of Hilton by performing functions of management in
desired manner (Halder, Roy and Roy, 2021). By this performing administrative functions in
respective manner that boost organization performance and emphasize productive approach
through coordinating with employees in perspective manner.
P2 Determine role of leader and distinctive leadership styles
In accordance to this, leader plays effective role that helps in raising organization
performance of Hilton through performing functions of management in respective manner. As it
performs their role by motivating employees and provide right direction to employees for
performing their functions in effective manner. It plays effective role to overcome issues that
drive sue to pandemic situation that influence hotel industry. In order to this, playing role of
leader in effective manner by overcoming situation that impact on organization performance and
productivity that occurs due to pandemic situation (Fries, Kammerlander and Leitterstorf,
2021). This helps in raising organization productivity by performing functions of management in
respective manner by facilitating sustainability growth of business in desired manner. Through
monitoring employees that they work in productive manner or not, by observing derives
effective approach through performing functions of management in effective manner. By this
hotel productivity raises and employees perform their functions in proper manner by raising
organization efficiency. There are different leadership styles that come across in functions of
management. The styles help in maintaining productive role and emphasize growth of business
by working functions of management in respective manner. Through communicating with
consumers in effective manner that raises production and operation of business. These are;

Democratic leadership style- In responds to organization, the style helps in promoting group
work and allows employees to derive innovativeness that raises organization productiveness in
respective manner. As pandemic situation influence organization function in order to overcome
this situation by encouraging and motivating employees boost organization profitability in
effective manner.
Autocratic style- In regard to organization, it helps business by taking critical and difficult
decisions by taken on spot. Due to pandemic situation influence organization function of hotel
industry, by taking corrective measure raise organization productivity through overcome barriers
and challenges by decision-making procedures takes place on spot (Legood and et.al, 2021). By
taking crucial decisions helps in raising organization performance and maintains sustainability
growth of organization in effective manner. Through approaching this style helps in proper
functioning of business by overcoming challenges of pandemic situation in positive manner.
This plays effective role by emphasizing this style conducts effective functions of management
by performing role through taking corrective decision that raises organization profitability.
Laissez- faire leadership style- In accordance to this, hotel performs their function by
approaching this style through trusting and have faith on peoples by this achieves their desired
goals and objectives by performing functions of management in respective manner. Through
facilitating balance among consumers and employees by which satisfied needs and consumers.
By performing functions of hotel industry to raise performance and maintains sustainability of
hotel in desired manner (Jiang and Luo, 2021). This implies positive approach for business by
raising their productivity that influence due to pandemic by reducing challenges helps in proper
functioning of business.
P3 Review management and leadership styles
By assessing management and leadership style helps in conducting positive approach for
Hilton, by performing and managing sustainability growth of organization in respective manner.
As this helps in overcoming issues by smooth functioning of organization function in desired
manner. This raises productivity and profitability of organization by performing functions of
management effectively. Through motivating employees and provide consumer better services
that increase organization function in systematic manner. By assessing styles into consideration
increases organization efficiency and work functions of hotel through providing consumer better
room services. In order to this, communicate with customer, knowing their problem by

overcoming in effective manner that raises organization productiveness. This build trust among
customers through emphasize by providing them good approach and facilities in effective
manner that raises their production. It conducts productive approach for organization by
maintaining sustainability growth of organization that increases business productivity in
respective manner. As in this comes under different styles that are autocratic, democratic and
laissez fair that derives productive approach for business in systematic manner that increases
organization productiveness and efficiency in respective manner. Through this build trust, work
in systematic manner through providing customer better quality of services by which they attract
towards organization and increases production of business (Kammerlander and et.al, 2021). This
emphasizes growth of business that influence by pandemic situation that effects organization. It
conducts productive approach by innovate services that raise organization performance and
emphasize positive approach for business. In accordance to this, by reviewing styles conducts
productive approach for business that increases hotel production by providing better services to
customer. This helps in raising organization productivity and reduces issues of function of
management in effective manner. As this facilitates growth and development of business by
performing functions of management in respective manner. The key role plays by function of
management by performing functions in effective form that increases production. This
influences organization productivity by overcoming challenges that occurred due to pandemic. It
helps in raising organization efficiency by performing functions of management effectively that
raises organization production.
M1 Examine management and leadership styles in sector of organization
In order to this, by assessing management and leadership styles that occurs in sector of
business by performing functions of management that increases production in effective manner.
This emphasizes growth and operation of business by smooth functioning of organization that
boost business productivity (Lee and Park, 2021). As pandemic situation influence hotel industry
due to lock down occurred that decline their productivity. By approaching styles increases
production and operation of business through raising organization productivity by
communicating with employees and innovating services that enhance business productiveness.
D1 Assess current management and leadership styles by offering justified exercises
In terms of organization, the style helps in performing business function by emphasizing
practices such as building trust among consumers and develop innovativeness of services

through providing customer better services that satisfies their needs and desires in respective
manner. This boost organization performance and productivity by performing functions of
management in systematic manner (Kim, Sydnes and Batalden, 2021). As this increases
organization productivity by attracting more and more customers towards organization by
performing functions in effective manner. This facilitates productive approach as gains
sustainability growth of business by reducing issues and challenges in effective manner. To
boost organization efficiency and derives productiveness in effective manner that supports
business to perform their work in smooth manner.
P4. The internal and external factors that influence management styles and structure in Hilton
Business environment refers to the surroundings or conditions under which a specific
activity is carried on. It is helpful in inserting its impacts over business success, vision, scale and
development strategies in order to completely understand about the issue that should be
prioritized by leaders (Kotlyarova and et.al., 2021). There are various internal factors within the
Hilton and under the control of the organization no matter whether they are tangible or
intangible. These factors can be illustrated with the help of SWOT analysis below:
Strengths
Hilton all across the world 13 brands involves well-known and famous brands who
served more than 150 million guests in more than 100 countries. Company shares large scope of
business operations and offers on the best customer loyalty schemes within the hospitality
industry. Wide range of benefits offered by the program involves discounted prices, digital
check in and out facilities, free Wi-Fi services, etc. These advantages are greatly appreciated by
their guests (RYU and CHAE, 2020). They offer an extensive property ownership is their major
strength from the financial point of view. Their leadership styles are also their biggest strength
as with their involvement the firm is able to enhance corporate culture, achieving actions, etc.
Apart from this also able to achieve high level of service customization via technological
integration.
Weaknesses
The drawbacks involve that the Hilton is highly dependent upon the US market as their
majority parts of revenue have been generated through US home market. The company also
facing high level of debts although they are trying their maximum and succeeded up to some
extent in decreasing their debt ratio. Another weakness includes that the hotel shares little global

market, despite their large portfolio in front of their competitors and faces lack of flexibility into
their operations due to its large size.
Opportunities
The company has various opportunities in context of further expansion into international
market area. It helps in order to formulate strategic alliances and focusing over the research and
development part up-to high level in order to gain competitive advantages. The company also
have a possibility to be present in the mid level budget among the hotel sector.
Threats
The Hilton have varied threats as the establishment is well-known to everyone and hence
having a fear of terrorist attacks and political instability also affects them in similar ways.
Adverse changes in macroeconomic environment, ethics related issues and loss of key talent or
key personnel are another some threats faced by the firm.
Apart from internal analysis, the external analysis also helps to identify outside factors
that greatly affects the business operations which has been explained below with the help of
PESTLE analysis:
Political
Political situations within the Northern Ireland and other parts of the UK greatly affects
the business operations of Hilton. Thus, the company are facing threat of terrorism or acts of
terrorism along with the impacts of sanctions imposed by Russia. Hence, it generates a
possibility for UK to exit the EU might also have directly implications over the revenue margins
of Hilton in the UK due to decrease in number of visitors (Grynko and et,al., 2017).
Social
It includes shifting of customers preferences towards travelling as the interests of
consumers shifts spending habits from materialistic goods from materialistic goods towards
travelling, holiday and dining out which are more experienced and give greater pleasure. These

shifting trends provide great opportunities for hospitality sector as well as Hilton internationally
as well.
Economic
National microeconomic situation within the UK impacting the situations of Hilton.
These factors also affect the expected and real economic growth in the UK. Value of GBP
against major currencies and inflation rate also affects the Hilton badly.
Technological
With the advent of technology within the hospitality industry, Hilton also worked
towards the better services with the help of introducing advanced technicalities into their
operations. They utilize artificial intelligence and robotics in order to make their firm
differentiated from others. It also enhances the consumers experiences in hotel booking
functionalities.
Environmental
The hospitality sector has become one of the sector who faces most of the criticism for
polluting the environment specially in most of the tourist attractions. Hence, in order to reduce
their carbon footprints within the environment, the Hilton took initiatives for reducing
environmental impacts and sustainability (Suess and Mody, 2018).
Legal
Legal factors are also acts as external sources who greatly impacts over Hilton
performance. The travel bans that have been imposed in most of the countries also affects the
tourism within the UK and hence automatically affects the Hilton. Their performances are
directly affected by consumer protection and employment laws in the UK.
Thus, with the impacts of internal and external factors, the specific management styles
also have been influenced or changed as these affects various situations which include
organizational culture, resistance to change, team-working abilities, degree of leadership,
communication channels company system and procedures along with complete establishment
structure.

P5 Current management and leadership hard and soft skills in hospitality industry
Hospitality sector acts as rewarding career which allows the firm to build and create
name all across the world for visitors. In order to act actively, there are varied soft skills
requirement explained below:
 Coaching: The workforce within this sector have to improve the competency and job
satisfaction level of team members with the help of training sessions, performance
evaluation and motivation along with recognizing their work appropriately.
 Team leadership: it is the kind of skill that create image within the team as entry level
managers must have to understand the ways in which one can gain trust of their
subordinates in order to promote listening, collaboration and building positive image
(Falter and Hadwich, 2020).
 Problem solving: This sector is highly relies on over service and perception. It supports
in order to provide best results to customers and staff will maintain a calm and composed
environment.
On the other hand, certain hard skills involves:
 Marketing and sales: It refers to the ability to understand, utilize and measure the
success of diversified channels for the business. This role crucially includes budget
handling, menu planning, recruitment, etc.
 Human resource management: This collaborates many of the leadership soft skills with
practical aptitude in recruiting, vetting and discipline staffing.
 Competency in all areas of hotel operations: This requires experiences into relevant
field, around al the departments of the hotel. Right qualifications help the candidate to
perform better.
P6. Evaluate future management and leadership skills for service sectors
Effective management can properly and effectively develop by proper research and evaluate
factors which changes other organization adopt and they influence their performance or not, then
evaluate customer attraction towards with new applications and it provides benefits in future or
not (Akkaya, 2020). Hilton industry has potential to develop new changes and they mainly
influence leadership activities for hire impressiveness development. Proper identification of
multiple approaches provides idea to manage multiple tasks with effective manner is as follows,

Emotional intelligence: Leadership is not an easier techniques it require many aspects for
continuously improvement in business activities. But its essential that they develop proper
changes in their business activities they have to concern about employee and communicate any
aspect with effective manner and clear manner so they can easily understand.
Diversity: Application of diversity within organization is major important approach because it
has power to resolve multiple aspect with creative manner, human resources management decide
to engage new people for business program its essential that they hire new employee with
identification of their skills because its major essential approach (Pardoe and et.al., 2020).
Motivation: Expansion of motivation mainly develops by leader because they have power to
provide right direction to employee, require training, learning to employee for effectiveness
development in business. Hilton hotel decide to engage new things in business they have
responsibility to engage leadership proper approach which has potential to involve right
individual for performing task with great manner.
Adaptability to constant change: After completion of leader exercise individual employee has
responsibility that they develop regular practices and develop higher effectiveness when they
provide services to customers. And engage some effective practices for better efficiency
development in organization.
Understanding technology: Leader has responsibility that they provide and engage practices
and approaches for new change development on the basis of research application. Without
proper identification and learning skills expansion about innovation and new practices within
organization not influence business activities. Hilton industry is very famous hospitality industry
but if this company not consider to engage new changes according to market trend, it will
defiantly not survives in the competitive market because multiple new organization provide new
facilities which includes, Wi-Fi, online booking, online payment, new room lock activities, new
policies of safety security and many more (Budur and Poturak, 2021). Application of this
approaches its vey clear that organization develops and increase effectiveness in business and it
increases value of organization with effective manner.

P7. Various service industry organizations’ change management process and leadership in
implementing change
Different organization has their different ways to provide services, knowledge about this
term its clear that they have to develop and influence different changes in their management
practices for according to requirements.
 Hilton industry provides hotel room services, food restaurant services and for the
continues improvement in their business activities they have to require proper
identification and evaluation of right and effective research because of changes
development and attraction influence of audience.
 Mark and Spencer is all above food, cloth, daily essential products and services provide
industry. So they have to consider different approaches and different product for their
sales and for improvement in business activities.
So from the differentiate identification about different industries its very clear that individual
organization require changes and variations in business activities but its mainly require proper
consistency and proper idea about which things they have to essentially requires. But the major
things is that proper change management develop require similar system and process and
leadership effectiveness which has potential to evaluate and resolve problems are as follows,
Change management system and Leadership implements change: Prepare the organization for change:
Firstly its essential which essential terms require for changes development and which essential
term has to engage for effective change management and influence people attraction (Lotayif,
2021). Hilton organization mainly influence and affects by their old infrastructure and their
employee not performing their given task with effective manner. So their management has
responsibility to make change on the basis of requirement. Craft a vision and plan for change:
Vision expansion is major essential approach so its essential that organization implement
strategies and implement exercise according to requirement and possible techniques for
effective changes planning process. Hilton organization decide to set vision about they have
to influence people attraction within in specific time. Implement the change:

Completion of planning and development of vision next step is to implement changes.
For the proper change development in business activities mainly require leadership skills
which have great senses to distribute work and engage employee who has great potential to
communicate with clients and resolve their problems with impressive communication. So
leader has major power to develop proper and effective change. Hilton industry is all above
hospitality industry and their leader has multiple responsibility but its essential that leader
consider appropriate leader to not influence employee performance and provide them and
maintain effective relation with them. Review progress and analyze results:
Evaluate and identify that changes provide effectiveness and it provides best and suitable
results with effective manner or not. Consideration about this activities organization leader
and management can identifies and implement new changes which more requires in
business. Leaders properly identified and evaluate that if changes not make higher
effectiveness in business it directly influences performance of business. And in case new
changes not properly run it influences continues development in business activities.
CONCLUSION
It has been summarized from the reflective study that hospitality industry and different
industry has major responsibility to develop changes because of survives in the competitive
market. Identification of this approach has been effective term for higher efficiency development
in business performance and new essential changes development because other competitive
industries apply new changes on the basis or market research and customer requirements. This
study has been provided idea about leadership play major roles for change management
development with effective manner and change management system identification for proper
evaluation of various essential approaches.

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