Leadership and Management for Service Industries

This report covers classic management theories, leadership styles, crisis management, and the impact of the pandemic on leadership and management skills in service industries. It includes a review of crisis management and leadership style with reference to Gilpin hotel, London, evaluation of internal and external factors affecting leadership management, and current leadership and management 'soft' and 'hard' knowledge delivering evidence from determined service sector examples.

Leadership and Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ..........................................................................................................................................1
Classic management theories.................................................................................................1
Character of leader and leadership style.................................................................................2
Review of crisis management and leadership style with reference to Gilpin hotel, London .2
Difference between crisis management and leadership styles...............................................3
Evidence of organisation's practice by considering current crisis management and leadership
style.........................................................................................................................................4
Task 2...............................................................................................................................................4
The internal and external factors which affects the leadership management.........................4
During crisis.....................................................................................................................................4
The internal and external strengths and weaknesses which affect the leadership style during
crisis........................................................................................................................................5
Evaluating aspect of transformation in management styles...................................................5
TASK 3............................................................................................................................................5
Current leadership and management 'soft' and 'hard' knowledge delivering evidence from
determined service sector examples.......................................................................................5
Leadership skills and future management needed by the service section and how these can be
accomplished..........................................................................................................................6
Significance of the impact & how the pandemic has changed crisis leadership skills and
management skills which is required in service sector and how can be these are reduced by
using sustainable tourisms .....................................................................................................6
Significantly evaluate how particular management skills have been affected and replaced by
external and internal elements in a adopted service industry firm.........................................6
TASK4.............................................................................................................................................7
Various service industry firms leadership and crisis management system in implementing
change using one accepted change management model.........................................................7
Change management impacts leadership and managements styles and skills pointing up how
the transformed and pandemic change management..............................................................8

Development of leadership skills & change management of pandemic management in the
working sector........................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES .............................................................................................................................10

INTRODUCTION
The profit made by the service company only depends upon the quality of the service they are
providing to the customers. The service they are providing should be unique and better than their
competitors. This report will cover all the theories related to the management and which made
the advantage to the hospitality industry in pandemic. Difference between crisis management and
leadership style including the profit and loss has been discussed in this report. Evaluation of the
environment of the hotel has been done on the basis of SWOT analysis. With the help of Kurt
Lewin model it became easy to manage the pandemic situation and maintain the sales. This
report gives an idea about how to deal with the pandemic situation and how to maintain the sales.
In this report the analysis of Gilpin hotel has been done which is a five star hotel of UK.
TASK 1
Classic management theories
The classical management theory is being used here and it was introduced in the year
1900. It states that all the staff working only work for physical and financial benefits. The main
principles of classical theories are given below
 Administrative management- Henry Fayol has launched this kind of leadership. This
kind of approach is also called process management. Fayol explained that any if any
barrier faced, management is only responsible for them. Six category of business
organisation has been made on the basis of this theory-
1. economical
2. accounting
3. technical
4. managerial
5. commercial
6. commercial
Fayol also given five factors of management and these factors includes planning,
organising, commanding, coordinating and controlling.
 Bureaucratic management- Max Weber has introduced this theory in the year 1915.
the theory talks about distribution of labour, hire achy levels, complications arising
1

during work. Profession management and control has been also emphasised by theis
theory. The two factors included in this theory are-
 Rule based management
 Organisational hierarchy
Recently, only few service industries in the market are working on the basis of this kind
of management style. It has a very complex administrative process and that is the reason
industries are not working on it (Afsar, Masood and Umrani, 2019).
Character of leader and leadership style
A leader is one who give the instructions to team members and take initiatives. Leaders
have a significant role in the area of hospitality industry. To run the business effectively and
efficiently leaders use various kinds of leadership style and these styles are explained below-
 Authoritarian style of leadership- this style is used to take decisions without seeking
any suggestions. Basically, it is a kind of commanding leadership. The main disadvantage
of this style of leadership is it gives a poor job satisfaction and also decreases the morale
of the workers and thus became ineffective. It is required to make decision if there is an
emergency.
 Democratic style of leadership- this type of leadership is also called facilitative and
participative leadership. For making employees eligible for the senior post it is required
to ask inputs from the subordinates instead of talking final decision without asking inputs.
This also make employees confident and thus their working efficiency is enhanced.
Enhanced working of the employee helps to meet with the goals (Yadwad,
Bharamnaikar, and Bhushi, 2022).
Review of crisis management and leadership style with reference to Gilpin hotel, London
To lead the market and to give a strong competition to the competitors the Gilpin hotel
follows the democratic style. This style enhanced the effectiveness and efficiency of the
company by the different ways (Luu, 2020). This style of leadership made employees contribute
their ideas in decision making process so it is beneficial for the hotel having various kind of
exclusive ideas on the table. It is also helpful for the skills development of the employees and
help them to solve the arising problems. In Gilpin hotel, it is helpful for the making the better
team relationship and also develops the morale of the workers.
2

Difference between crisis management and leadership styles
Basis Management styles Leadership style
Definition Management styles are
introduced for handling and
instructing the team for the
goal of coordination and
harmonisation to reach the
goal (Birasnav, and Bienstock,
2019).
Leadership is a quality of an
individual to guide and instruct
a team to make them work
effectively to achieve the goal.
Styles Management styles which are
useful during the pandemic
situation are democratic
management method and
laissez faire.
The leadership style which are
useful to with crisis
management are
transformational style of
leadership, visionary and
democratic.
Focus The focal point of this
management style is
management of activities.
It focus on leadership and
leaders.
Advantages It helps to develop the skill of
the employees as well as
increases employee
involvement.
It helps for the better team
management and builds a team
relationship between team
members.
Disadvantages Sometimes it happens
employee starts gibing
unwanted ideas or when their
contribution is not required.
Team members relies upon
each another for taking
decisions.
The goal of the organisation is
elated to the leader only.
3

Evidence of organisation's practice by considering current crisis management and leadership
style
Crisis faced in hospitality are indivisible from the working. There may be many reasons
behind the crises such as crisis made by terrorist attack, bomb threat and other man made
situations. The manager is responsible to make subordinates and guest safe. The crisis in the
company may be fought with the help of leadership style.
Task 2
The internal and external factors which affects the leadership management
During crisis
Internal and external challenges are faced by an organisation during the crisis. There are
two kinds of factors. These factors includes in control factors and out of control factors.
Controllable factors can be controlled by the company. The external factors are managed by the
company by making the changes. The internal factors are mentioned below-
 Code of ethics- it contains the list of behaviour of the employees which are either
acceptable or unacceptable in an organisation . The code of ethics make sure that the
employees are following the ethics guidelines. Depending on the employees behaviour
they are rewarded and punished.
 Resources and technology- the employees have been provided the required amount of
technologies which are updated. Successor are also provided by the employers to the
employees. The excess of resources increases the level of wastages such as wastage of
time and wastage of money. The scarcity of the resources gives a negative impact on the
company's reputation (Saha and et. al., 2020).
The external factors are also enlisted below-
 financial and political factors- for analysing the financial and political factor it is
required that managers must prepare themselves about the way of act of suppliers.
Customers. Competitors and others. For a leader, these factors works as a barriers to
achieve the goal.
 Technological factors- by conducting research studies they can develop advanced
technologies because this factor can bring drastic change in the company's environment.
4

Having advanced technologies always helpful to meet with company's benefit. It helps to
develop the company and work efficiently (Gopikumar and et. al., 2018).
The internal and external strengths and weaknesses which affect the leadership style during crisis
The food industry is a broad area and it is developing and growing very fast. In this
industry the hotel has some power and speciality and also have some weaknesses. They plays a
crucial role in economical contribution of the nation. They also promote tourism activities. There
are a number of sub sectors like casino properties, boutique hotels, luxury hotels and resorts. The
hotel industry contributes in local GDP as when the people come to visit they shop from local
malls, eat in local restaurants and visit in local areas which increase the capital flow in the
economy. The hotel industry is resonance to the society. On the other hand, the sector
experiences some demerits such as the cost incurred while the setup of a hotel is high, the tax
rate charged from the hotels is high and the sector only relies upon the season and customers
These demerits makes the hotel industry endangered. Forecasting the sales in particular season is
quite difficult. The policies has been made to run the hotels effectively to meet the goals. The
strength of the industry helps to make the fame where as weaknesses make the survival difficult.
Evaluating aspect of transformation in management styles
The main person have to replace the determined by the weakness, strength, external
culture as well as internal culture. The replacement in technology address the main person to
replace their administration method. If the main persons utilize authoritarian leadership method
which will generate a solid and miserable working environment that will produced issue while
accepting and applying any replacement. And if the main person use democratic management
method in which they will accepts the suggestions given by the workers (Alrowwad, and
Abualoush, 2020).
TASK 3
Current leadership and management 'soft' and 'hard' knowledge delivering evidence from
determined service sector examples
In subject to service section, the solid skills generally connect to the technical knowledge
and the training although soft skills are generally the character qualities that be made up
leadership, communication skills and time management. In related to these abilities, both of them
are too much vital for the purpose to be affluent in jobs and carry out different operations. In
5

related to Gilpin hotel Windermere, the main persons and the managers uses these knowledge for
the aim to get success in the firm. In regarding to the paradigm of the skills, it be made up of
hard skills like as drinks, budgeting, mixing and coding however the soft skills generally be
made up of the interpersonal skills, leadership and communication skills (Bavik, 2019).
Leadership skills and future management needed by the service section and how these can be
accomplished
In related to the service section, the management skills and leadership needed by the
workers include the following:
 Communication: In the matter of communication, it is necessary for both the leader and
the manager and by the assist of impactful communication skills, it actually assists in
intense understanding of the strengths and weaknesses.
 Multitasking: In the matter of firm, other skill which is important is multitasking. By the
assist of these skills, it assists in decreasing the taking care and pressure of the vital jobs
(Brock, and Von 2019).
Significance of the impact & how the pandemic has changed crisis leadership skills and
management skills which is required in service sector and how can be these are reduced by
using sustainable tourisms
In the matter of service sector, the circumstances of pandemic has prompted in making
tremendous demands on the main persons and the managers. It is very significance to describe
the including operational continuity and the priorities, safety and care of employee, financial
liquidity, customer care and so on. At the time of the pandemic crisis, it is actually significance
to be up front of the changing situations and staying alert.
Significantly evaluate how particular management skills have been affected and replaced by
external and internal elements in a adopted service industry firm.
In relation to Gilpin Windermere, all the firm has its own environment or culture and it is
very significant for the firm to replied to these changes in the outside environment or culture. For
a firm, it is very significant to have a completely knowledge of aims and understanding the
different elements like as political, economical, technological and social (Fischer, and Maas,
2019).
6

TASK4
Various service industry firms leadership and crisis management system in implementing change
using one accepted change management model.
Change can not be avoided and each and every firm has to accept different change management
plans so that the change can be applied impact-fully in the firm. There are different change
management models and procedure which can be assist to acknowledge different sides of change
management in a provided workplace.
Kotter's change model: It is significantly outlined change management template which can
assist an firm to accept changes (Golensky, and Hager, 2020). Creating urgency:This is the 1st step in this framework which could assist Gilpin hotel to
evolve a sense of insistence between the workers at the site of work. For making
insistence a firm can recognise opportunities and potential threats in the field which may
come in the upcoming time so that impactful and potential facts can be given for making
insistence among the workers at the site of work.
 Forming a coalition: This is the following step in this framework which assist to satisfy
people that the conflicts can be keep away from them. This hypothesis tells about that a
firm can recognise the best main persons and these main persons can assist to carry
teamwork and coalition to get change impact-fully. Creating a imagines for change: This is also significance because genuine vision of an
idea and firm can not ready for the changes. By analysing the market strategies and the
importance to perform the vision which can assist Gilpin hotel to gain the changes. Communicating the vision of the firm can make a significant impact on the decision
making issues solving and activities because the persons at the site of working will be
evident of change (Graves, Sarkis, and Gold, 2019). Obstacles are any time in the way must be reduce by the firm and the managers so that
the imagination can be implemented and change can be executed. Creating short term wins assist to inspire the stakeholders and worker from time to time
so that the development of changes can be observable. Changes must be implemented regularly so that better chances can be recognised and
development can be build to the success.
7

 Changes in corporate culture: It could be supportive in make sure that firm has change
in all aspect so that larger competitiveness can be gained.
Lewin's change management framework : This is an impactful model for handling the change
within a firm. First steps of this model is to de-freezing which mainly concentrate on enhancing
insistence in the site of work, which is the 1st steps of change within firm . The following step is
sharing values which assist to create changes and change within the firm. The last and final steps
is connected to making the changes long-lasting to the site of work which is also known as re-
freezing.
The aim of change administration is to assist the firm to compete impact-fully in the
market. The workers of the firm required to adopt the changes so that change can be applied
potentially and impact-fully within the Gilpin hotel (Luu, 2019).
Change management impacts leadership and managements styles and skills pointing up how the
transformed and pandemic change management
The main persons are the most vital members within an firm and their place a most vital
role in accepting changes. The main persons are the change managers who recognise the value of
changes in the firm. Visitors from the whole world search for the landing place where they can
pay out the quality of time hence it is essential that main persons within the firm sector are
improved with the changes (Rudolph, Murphy, and Zacher, 2020).
The main person's styles and skills have changed after the increment of world crisis in the
sequence to handle with such situations. The main person have convert their aim setting with the
assist of research and surveys which is significant for the firm to acquired potential and effective
results in the firm. The main persons have to evolved their capabilities of communicating aims of
the firm so that they can achieve the trust and make better teams for gaining change within the
firm. The qualities of leadership, abilities and skills have also changed due to the crisis and main
person have changed into transformational leaders so that they can accept to the changes in less
time and apply those changes in the firm to gain better outcomes (Ma, and et. al., 2019).
Development of leadership skills & change management of pandemic management in the
working sector.
The leadership skills and the change management of pandemic management in the
service sector have changed after the crisis which are explored. Flexibility of the main persons
has evolved so that they can adopt changes and deal together with the changes which could assist
8

the firm to gain improvement and success in the upcoming time. The allocate vision of the main
persons in Gilpin hotel is very significant because main persons share the vision to gain firm's
aims and goals and develop the combined workforce that can gain the aspirated aims and goals
on time. The organisational aims must be visualised so that team members can recognize the
vitality of objectives and must be transparent for the workplace certain divisions can be settled
with the assignment, task, strategy, outcomes and objective (Nega, 2022).
CONCLUSION
This has been concluded from the above discussion that Gilpin hotels have a very large
compacting within the sector of service and it is due to the very fast evolving of tourism sector.
This has been achieved that firms require to use the newest technology and strategies which is
very effective to change according to the fast improvements in the firm. Moreover, change is
tempting and the firm's requirements to accept different ways of change to accept the constantly
developing culture in the firm. Finally, changing leadership can be described which assist in
accepting to the changes and gaining thee competitive upper-hand in the quickly changing world.
9

REFERENCES
Books and Journals
Afsar, B., Masood, M. and Umrani, W.A., 2019. The role of job crafting and knowledge sharing
on the effect of transformational leadership on innovative work behavior. Personnel
Review.
Alrowwad, A.A. and Abualoush, S.H., 2020. Innovation and intellectual capital as intermediary
variables among transformational leadership, transactional leadership, and organizational
performance. Journal of Management Development.
Bavik, A., 2019. A systematic review of the servant leadership literature in management and
hospitality. International Journal of Contemporary Hospitality Management.
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.
Brock, J.K.U. and Von Wangenheim, F., 2019. Demystifying AI: What digital transformation
leaders can teach you about realistic artificial intelligence. California Management
Review, 61(4), pp.110-134.
Fischer, L. and Maas, P., 2019. Beyond Competition–How Cooperation Fosters Customer
Experience in Service Industries. In Kooperative Dienstleistungen (pp. 477-504). Springer
Gabler, Wiesbaden.
Golensky, M. and Hager, M., 2020. Strategic leadership and management in nonprofit
organizations: Theory and practice. Oxford University Press.
Gopikumar 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.
Graves, L.M., Sarkis, J. and Gold, N., 2019. Employee proenvironmental behavior in Russia:
The roles of top management commitment, managerial leadership, and employee
motives. Resources, Conservation and Recycling, 140, pp.54-64.
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.
Ma, J., Ma, J., and et. al., 2019. Does ambidextrous leadership motivate work
crafting?. International Journal of Hospitality Management, 77, pp.159-168.
Nega, H.A., 2022. Quality Management in Export of Textile and Garment Manufacturing in
Ethiopia.
Rudolph, C.W., Murphy, L.D. and Zacher, H., 2020. A systematic review and critique of
research on “healthy leadership”. The Leadership Quarterly, 31(1), p.101335.
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.
Yadwad, V., Bharamnaikar, S.R. and Bhushi, U., 2022, February. Impact of Knowledge
Integration on Performance of Water Solutions in Process Industries. In 2022 Advances in
Science and Engineering Technology International Conferences (ASET) (pp. 1-4). IEEE.
10

11