Leadership and Management for Service Industries

This report discusses classical management theories applied in hospitality industry, leadership styles in hospitality industry, management and leadership styles in Marriott, internal and external factors that influence management styles and structures of Marriott, current management ‘hard’ and soft’ leadership skills of Marriott, and future management and leadership skills required by the hospitality industry.

Leadership and
Management for
Service Industries
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Assessment of different classical management theories applied in hospitality industry............3
The role of the leader and different leadership styles in hospitality industry.............................4
The management and leadership styles in Marriott.....................................................................5
The internal and external factors that influence management styles and structures of
Marriott........................................................................................................................................6
Current management ‘hard’ and soft’ leadership skills of Marriott...........................................7
Future management and leadership skills required by the hospitality industry..........................8
Change management system and their comparison in different service industry.......................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12
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INTRODUCTION
Leadership refers to the ability of an individual or a group of individuals to influence and
guide other members of an organisation. It is a process of social influence which increases the
efforts of others towards the achievement of a goal. Leadership is important because it
supports in terms of directing an organisation resources for improving the efficiency and for
achievement of goals as well. In the present report, Marriott International Inc is taken into
consideration. It is an American multinational company which franchises, operates and
licenses lodging including residential, hotel and timeshare properties as well. The present
report will cover discussion about classical management theories applied in hospitality
industry along with different roles of leader and leadership styles followed by them in order
to manage their employees(By., 2021).In addition to this, the report will cover analysis
about internal and external factors that influence management styles of Marriott, leadership
skills, future management and leadership skills that needs to be adapted and the comparison
of Marriott with their competitive hospitality industry in context of leadership style change as
and when required.
MAIN BODY
Assessment of different classical management theories applied in hospitality industry
Classical management theory has major emphasis not on employee job satisfaction or social
needs but have focus towards fulfilling physical needs (Liang and et.al., 2017). With respect
to this theory, manager of organisation in the context of hospitality industry focuses towards
profitability of an organisation. Manager of Marriott International Inc that manages all
organisational activities in a manner which support in terms of increasing overall productivity
of the company and also increases the organisational performance and also ensure about the
sustainability in this competitive market Classical management theory basically consist of
three theories of management i.e. Bureaucracy theory by Max Weber, Administrative theory
by Henri Fayol and scientific theory by Federick Taylor. According to classical theory of
management, organisation is divided into three sections which include top management,
middle level management and lower level management.
Top management includes executives and board of directors of the company. Middle
level management who manages and handles other level supervisors in order to set goals for
management. Lower level management which basically includes supervisors who manages
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daily activities and resolve issues which has been created among employees. There are
different kinds of classical management theories which are defined into following manner:
Administrative theory of Henri Fayol: This theory is represented as modern management
techniques. This theory has been used for purpose of following top level management as they
are highly skilled in terms of facing different situations that are faced by managers of the
company(Salem., 2015). This theory will help the manager of Marriott for enhancing the
ability of role of manager. According to point of view of Henri Fayol, there should be
uniformity in terms of giving instructions which includes guidance and supervision for each
employee of the company. With respect to this theory, staff members are also taken into
consideration while taking appropriate decisions for the company. In this way, it will help the
managers in terms of building harmonious relationship with the subordinates.
Scientific management theory of Fedrick Taylor: The plan of this theory is that to enhance
the use of scientific methods in order to execute activities within the company into result-
oriented manner. With support of this theory, managers of Marriott are able to make a proper
plan so that daily tasks can be achieved into appropriate manner. So this theory ensures about
positive relationship among staff members and managers as well.
Role of leader and different leadership styles in hospitality industry
Leader plays a very important role in the professional and business life as well. The main role
of leader is to provide compelling and clear direction. Leaders also must ensure that their
followers embrace, understand and work towards achievement of objectives. Leader role is
also that to provide momentum, celebrating and sharing progress towards achieving company
goals. One of the role of leader is that to maintain and achieve balance between both the
approaches i.e. being focused and people oriented as well (Waddock and et.al., 2017).
Leadership is very important in any hospitality industry as it is very challenging to bring
mutual respect in the work environment. Leader behaviour also affect the performance of
team and outcomes affiliated to the work given to them. In order to determine the most
effective way of leadership there are different styles of leadership which has been adopted by
different companies in order to achieve organisational effective growth.
Managers who don’t have leadership skills will not be able to achieve growth of
company into positive manner. For achieving growth of company, the use of management
skills are more as compared to administrative skills. There are different styles of leadership
which include Autocratic leadership style, Democratic leadership style and Laissez faire
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leadership style. Autocratic leadership style is basically a management style where single
person controls the overall decision of the company and it does not involve other team
members in the process of decision making. It shows that main power is in hands of manager
of company and only manager is responsible for whole sole decision with respect to
development of policies. Another leadership style which is named as Democratic style of
leadership which states that complete focus of power is within the company and within the
whole group as well(Crocco and et.al., 2017). In order to take appropriate decision, it requires
point of view of each and every team member. This kind of leadership is very effective at
professional level where leader works with experienced and skilled candidates. Under this
kind of leadership style, it relies on employees strengths and talent which is solely
depends on communication level between leader and manager while taking decision for the
company.
The last one is Laissez faire leadership style which is totally opposite of autocratic
leadership style. Under this kind of leadership where leader takes very few decisions and it
gives opportunity to employees to take majority part of decisions for the organisation. This
leadership style is focused towards observation done by leaders and managers with respect to
work done by group members. As they are working into effective manner or not and
managers allow employees to exercise freedom of action.
Management and leadership styles in Marriott
Management and leadership style which are people oriented and are more focused towards
organising and managing team members of the company. This type of activity lead towards
effective and creative team work whereas styles that are created on the basis of task or mainly
task oriented gives their emphasis on work done by employees. Managers who follow this
kind of leadership style who assign tasks to their employees, formulate rules and regulations
for them. They organise and take decisions related to it and at the end monitor the work that
whether the goal has been achieved or not (Andrews, M., 2015). With respect to Marriott
International Inc, leader and manager follow democratic style of leadership. Culture and core
values of the company is completely concerned with employees who are working over there.
Company managers believe that employees are the main and important asset of the company.
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Marriott International Inc believes that every employee should be treated into equal manner
and also involves them in the process of decision making. Manager of hotel always take
decision after discussing it with their team members before making any new policies and
procedures as well(Wu and Chen., 2019). Marriott International Inc also follows effective
leadership style which supports the company in terms of achieving assured success into the
market place. Democratic leadership style also plays a very important role in terms of
executing its business objectives and targets as well. This kind of leadership support in terms
of increasing the innovative skills of employees and also ensure about engagement for
betterment of the company. As Marriott follows democratic style of leadership helps the
leader of company for possessing self awareness among employees. It also possess self
awareness about personality which expresses their views and ideas clearly in front of other
concerned members. With support of this particular leadership style, employees of company
interact with each other into efficient manner and different kinds of initiatives has been taken
by them for enhancing skills and abilities of the candidates.
Democratic leadership style adopted by the company in order to making the hierarchy more
effective and it supports in terms of promoting the innovative thinking among employees. It
also provides them an authority to take decisions according to understanding and also with
support of proper group discussions.
Internal and external factors that influences management styles and structure of Marriott
International Inc
Management styles refers to that process where managers approach towards their
employees in such a manner where organisational processes needs to be handled into
effective manner. There are some internal and external factors which influences management
style and structure of Marriott International Inc and it is defined into following manner:
Mission of company: The mission of organisation plays a very important role in terms of
achieving goals of an organisation. It is the most important factor in terms of influencing
style of management and structure within the company. Mission can be explained as
objective of the company which ultimately achieve profitability of the firm. The mission of
Marriott International Inc is to achieve long term as well as short term objectives. It also take
step towards satisfying employees in such a manner that it will take human resource approach
towards employees.
Leadership style: Great leaders not only give guidance but also motivate their team
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members to remain active towards achieving goals of an organisation (Smith., 2016).
Leaders have willingness that their team members skills and abilities get improved through
continuous practices and programmes so leaders have taken initiative towards it. In context to
Marriott International Inc leader follows democratic style of leadership.
Building relationship among employees: Communication is very important factor while
ensuring success and building innovative relationship among managers and subordinates. The
company follows leadership style which helps Marriott in terms of achieving their business
objectives in order to develop innovative skills among employees.
Employee engagement and communication: In order to influence management style as
well as structure, communication plays a very important element in it(Syed and et.al.,
2016). This has happened due to reason that the need of communication within the company
automatically improves the program development which supports in terms of improving the
communication among employees and thus enhances their engagement in different kinds of
activities. There are certain external factors which influences management style and structure
of Marriott and it is defined into following manner:
Technology: It is one of the important element which influences company structure and
management style. For example, changes has been done automatically in terms of operations
and procedures when the cost of technology increases. Use of Digital marketing helps the
Marriott International Inc hotel in terms of connecting with their customers. Marriott also
take new opportunities for enhancing their innovative thinking and employee performance
among them.
Social and political factors: Social and political factors are the main external elements
which affects performance of an organisation. With respect to Marriott International Inc
hotel, there are some political and social factors which impact the firm in a manner that
employees directly affect management style. The operating process also affect the structure
of an organisation as well.
Current management soft and hard leadership skills of Marriott International Inc.
Soft management skills are those skills which are inherited with efforts and time of the
employees as well as leaders and managers. Hard management skills are those skills can be
transmitted into practical manner. In this current scenario, the leaders and managers of the
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companies tries to focus more on soft skills and also give emphasis on the importance in the
company. Hard skill are majorly utilised as group skills which are more technical in nature
whereas soft skills are those skills which are interpersonal and also not technical in terms of
nature (Santoso., 2015).
The hard and soft skills of management of Marriott International Inc and it is defined into
following manner:
 General manager soft skills: The effective communication, plan tactics, identify
significant talent via supervision, good listening skills are some effective soft skills of
the general manager of Marriott. A general manager have to be very smart enough in
every aspect so that he or she can easily face any kind of challenge and difficult as
well.
 Hard skills of general manager: The hard skills of managers of the organization
includes the profit and loss writing report, management of IT equipments such as
laptops, desktops, etc., budget processing and projects scheduling according to time
frame( Wollmann and et.al., 2020).These hard skills need practice and efforts into
appropriate manner so that these skills can be learnt into efficient manner. Soft skill of restaurant manager: Ensure customer satisfaction with pleasing
communication skill, motivating staff members, mentoring them are some soft skills
of restaurant manager of the firm requires. In terms of service industry, it is necessary
to have pleasing personality so that they can deal with customers into successful
manner. Hard skills of restaurant manager: Hard skills of restaurant managers of Marriott are
possession of IT skills, budgeting and completion of tasks within time duration. These
skills can only be achieved through lots of practice and experience as well. It act as
support system in terms of professional life. If a manager don’t have these skills then
they somewhere lack in term of delivering appropriate services to their clients.
 Soft skills of leaders: The soft skills of leaders of Marriott denotes the development of
ideas, influence the other employees or group members, planning of strategies, using
transformational communication style and work towards the commitment of
employees and their satisfaction (Hsiao and et.al., 2015).The skills need lots of
planning and strategies so that they can think about their long term vision.
 Hard skills of leaders: Hard skills a leader of the organization requires in order to
plan and fulfil responsibilities are the identification of talent and abilities within
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employees technically. For developing technicalities, it is important that individual
should be smart enough to face any kind of situation as well.
P6 Future management and leadership skills required by the hospitality industry
With the advancement of technology, innovations and future management activities adopts by
managers and leaders are required in hospitality industry helps the organization as well as
their employees to become hi-tech, productive and extremely efficient while doing their work
(Torfing, and Triantafillou. eds., 2016). There are certain skills that needs to be required in
managers and leaders of hospitality sector are: Technological management skills: As technology changes with time, managers and
leaders will need to continuously educate themselves for new operating systems using
within the company. However, they are not the only ones who handle the role with
technological advancements, but they are the ones who provide guidance and training
to their subordinates or employees within the company so the embrace of
technological skills are highly important at the changing and dynamic workplace.
These skills have been changed according to changing period of time. Different team management: In hospitality industry it is highly important to inherit
the skill of diverse team management as there are different teams who work upon
single tasks in hospitality sector to achieve a common goal i.e. customer satisfaction.
So, building harmonious teams are primary working of the managers and leaders of
the company. Modification of business roles from traditional to diversified are
business practices that needs to be done by managers and leaders. Managers and
leaders have to be more efficient in this aspect so that they can handle their team into
appropriate manner.
 Skill assessment: Skills like effective listening, communication skills, positive
attitude, time management are highly required skills that needs to be developed within
the managers and leaders in current scenario and in future as well. Conferencing and
automated tools will help managers and leaders in order to build long term success
with the help of trained professionals(Lane and Kastenholz., 2015). These skills are
important for an individual and each individual has to evaluate their strengths and
weakness points so that they can easily identify that in which parameter they are good
at.
 Out centric leadership principles: Out centric policies will help the managers to focus
on overall development of employees so all employees can show their activeness and
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share their valued contributions (De Vries and Wolbink., 2018). The managers and
leaders have to listen to the employees rather than direct them in order to improve
team needs and wants. Their centric leadership principles are very important in terms
of business as well because employees are the main base of any organisation
 Results only work focus: Managers and leaders must have to generate skills in a
manner which shows how to gain productivity out of their workforce. Result only
work practices will be enforced as a part of working culture of the company that
managers and leaders have to enforce. The addition of automated gadgets are most
important in order to reduce the working hours and managers can concentrate more on
results. When leader and manager are more focused towards their single goal then it
is easier for the company to perform into out of box msnner
Change management system and their comparison in different service industry
Change management is described as a manner and method in which a company
describes the change within both internal and external processes. For effective change
management, effective communication is extremely important and success factor for the
company. In term of implementing change into effective manner it is necessary to have clear
and informative communication among team members and their supporting supervisors as
well. Change management in different industries are different according to the working of
managers and leaders and the ways they handle.
Managing change in financial sector is much complex than expected, when in
comparison with other industries specially when it comes to handle change for people
working on the ground floor. Implementing change in financial sector not only increases risk
for the company but it also implement certain parameters. They have a highly focused
thought process and ways of working. With the advancement and involvement of
technologies the ground floor workers are worried about their jobs losses. This sector
specially address ADKAR model of change management in which the industry generates
awareness about the requirement of change, then desire to become part of change, knowledge
about the change efforts, ability to incorporate change on a day to day basis and last the
reinforcement to keep it implemented on a continuous basis.
In hospitality sector, building a new culture within the organization is highly important job
of managers and leaders. This important job needs to be fulfilled by the support of strategic
approach of managers and leaders as well. That’s why it needs to be handled into appropriate
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manner (Allen and et.al., 2016). Changing culture may be performed through using new role
models, focusing on business values and changing the structure of the company. This sector
majorly adopts Lewin's change management model system in which it helps hospitality
sector to understand efficiently the organizational and structured changes. This model shows
three main stages i.e. Unfreeze in which the employees get prepared for the changes that
needs to be done for the betterment of the company. Second stage is change stage in which
changes gets implemented. In this good leadership and employee communication is the major
and crucial part. Refreeze is the last stage in which change is accepted and employees go
back to their routine work. Leaders should make sure that changes are accepted in positive
manner and change management objectives has been achieved.
CONCLUSION
The above stated report concludes that leadership and its management in service
industries plays a very important role. It has been concluded that there are classical theories
which are related to management and they are necessary in this service industry. The role of
leader in businesses are very important and different leadership styles also implemented into
professional manner according to requirement of businesses. There are certain external and
internal factors that influences structure in hospitality industry. It has been determined that
different service industry organisations change the management system and leadership in
implementing change with support of one established change management model. It has been
concluded that change management system plays a very important role in terms of
influencing leadership and the way of working of an organisation into effective manner. With
impact of change management the system introduces new style of working due to which
results can be achieved into more smarter manner.
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