Leadership and Management for Service Industries (GB)

This report discusses various classical management theories, roles of a leader, leadership styles, sustainable management and leadership style, internal and external factors influencing sustainable leadership, current management and leadership hard and soft skills, future management and leadership skills needed by the service sector, and compare and assess different service industry organisations change management systems and leadership in implementing change. The report is based on the Savoy Hotel, one of the top luxury hotels in London, England.

Leadership and Management
for Service Industries

Table of Contents
Introduction .....................................................................................................................................1
Task 1...............................................................................................................................................1
Assess various classical Management theories in relation to hospitality industry.................1
Explain the roles of a leader and various leadership styles ...................................................2
Discuss and review a sustainable management and leadership style also the issue of
sustainable leadership in the hospitality industry...................................................................3
Task 2...............................................................................................................................................4
Examine the internal and external factors that influence sustainable leadership...................4
Task 3...............................................................................................................................................5
Discuss current management and leadership ‘hard’ and ‘soft’ skills ....................................5
Assess future management and leadership skills needed by the service sector ....................6
Task 4...............................................................................................................................................6
Compare and assess different service industry organisations change management systems and
leadership in implementing change........................................................................................6
Conclusion.......................................................................................................................................8
References ......................................................................................................................................9

Introduction
Leadership is defined as the ability of an individual to lead other individual towards
performing better and achieve desired goals and objectives, it is also the ability to influence to
follow. Also the management is the process of planning, organising, directing the business
effectively and also ensuring that all the workers are motivated towards achieving desired
objectives of the business (Al-Awlaqi and et.al., 2021). Proper managing and leading helps the
business organisation to enhance their overall performance. For this report the Savoy Hotel is
taken as the base hotel. The Savoy Hotel is one of the top luxury hotel in London, England. It
was built by Richard D'Oyly Carte in 1889. it is offering quality services to their customers
satisfying their needs and wants. This report highlights the various classical management theories
along with the role of leader and various leadership style and the detailed description of the
sustainable management is also highlighted. In addition to this various internal and external
factors influencing sustainable leadership along with the hard and soft skills of the leaders is also
highlighted along with the future skills required. Furthermore, the change management system
using the Lewin's change management model is also highlighted in this report.
Task 1
Assess various classical Management theories in relation to hospitality industry
Classical management theory is described as the theory which is based on the Henri
Fayol, Frederick Taylor and Max weber's management theories (Bishop and Reeves, 2021).
Together they form the classical management theory. It is style of management that focus on
specific roles and effective leadership for enhancing the efficiency in the workplace. In context
to the Savoy hotel, the various classical management theory are mentioned below:
Theory of Scientific management: This theory was given by the Frederick taylor focusing on
the analysing and determining one specific and effective way to complete the task. The theory is
focused on enhancing the economic efficiency and labour productivity in the organisation. This
theory will allow the chosen hotel to select one particular way for doing the work leading them to
enhance their productivity. Also allowing them to choose among the pricing standards and
quality of the services to be offered. This theory also focus on offering equal wages to each and
every employees of the organisation through setting proper piece rate system for paying the
wages. There are mainly four principle of management such as science not rule of thumb which
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will help the chosen hotel to find new and creative way to carry out job. Second principle is
harmony, not discord involving creating and maintaining peace. Third one is cooperation, not
individualism, this includes promoting cooperation among employees so as to perform better and
the last one is enhancement of each and everyone for achieving desired goals and objectives (Bui
and et.al., 2021).
Bureaucratic management theory: The another classical theory is the Bureaucratic theory, this
theory was given by Max Weber, focusing on differentiating authority and power in the
organisation. This theory help in analysing the power structure of an organisation determining
the efficiency and effectiveness. In context to the Savoy, the use of this theory will help in
analysing the power structure of the hotel. The various principle like formal hierarchical
structure, formal rules and regulation, proper specialisation, equality among workers and
recruitment on the basis of skills will help the chosen hotel to frame a proper structure in the
organisation and maintain proper power structure in the organisation (Zhang and et.al., 2021).
Explain the roles of a leader and various leadership styles
A leader is someone who has the skill and the ability to influence other to follow. It is
also the ability to lead other towards achieving desired goals and objectives and perform better
with their full potential. There are various roles performed by the leader which leads them
towards better results. In context to the Savoy hotel, the various roles of the leaders are
mentioned below:
Motivator: One of the most essential role of the leader is that they motivates their team
members to perform better and achieve desired goals. In context to The Savoy hotel, leader of
the hotel use effective techniques like offering rewards and recognition in order to motivate their
staff members to perform better (Campbell and et.al., 2021).
Influencer: Another role of the leader is to influence its team members to follow and
move towards their set goals and objectives. In case of Savoy hotel, the leader influence the team
members to perform better and contribute to the growth and success of the hotel.
Team player: A leader is also considered to be a team player, their main focus is handling
and managing their team also regularly satisfying their needs and wants. In context to the chosen
hotel, leader carefully analyse the needs of their staff members and accordingly satisfy their
needs also regularly motivate them to perform better.
Leadership style
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leadership style is described as the characteristics and behaviour of the leader which
allows them to perform better and in a specific direction. In case of Dorchester, the various types
of leadership styles are mentioned below:
Autocratic leadership: In case of this type of leadership style, the leader has all the
power to take the important decision. The leader himself take the important decision without
consulting with others or involving the team member in the participation (Codagnone, 2021).
Democratic leadership: Another type of the leadership style is the democratic leadership
style. Under this the leaders allows the team members to participate in the decision making
process orc share their opinions but finally the decision is taken by the leader himself.
Laissez faire leadership: It is type of leadership style which allows the team members to
take the decision. Under this the leader give power to its team members to take decision and
share their opinions.
Transformational leadership: Under this type of leadership style the main focus of the
leader is to motivate and encourage employees to innovate and create changes in the
organisation. These kind of leaders also tries to bring transformational changes.
In case of The Savoy hotel, the transformational leadership style is followed by the
leaders, as the main focus of the leaders is to bring innovational changes as per the requirement
in order to remain competitive in the marketplace.
Discuss and review a sustainable management and leadership style also the issue of sustainable
leadership in the hospitality industry
Sustainable management and leadership style plays an essential role in effectively dealing
with the sustainable challenges in the hospitality industry. The sustainability leadership is
defined as the kind of leadership style which helps in leading the team to be more sustainable and
utilise the resources. It helps in the enhancement of organisational learning (Coelho and et.al.,
2021). This also help in leading organisation towards being sustainable and maintaining stable
financial position. The use of sustainability allows the hospitality industry to maintain a balance
in the nature through effective utilisation of the resources at the present as well as ensuring the
availability of the resources for the future generation. There are various kinds of leadership
elements that needs to considered by every sustainable leaders and management team the
effectively satisfy the needs of the hospitality industry. Such as analysing about the concept,
taking proper decision, maintaining ethical behaviour and innovation within the process in the
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organisation. Also maintaing the quality, retaining employees and enhancing their performance
through offering them required training and development. In case of the chosen hotel, the
sustainable leadership and management will help in reducing the cost and enhancing the revenue
effectively (García-Alcaraz and et.al., 2021). There are various issues that can be faced by the
sustainable leaders and manager are mentioned below:
 One of the major issue faced is to effectively find the complication in determining the
energy usage towards the sustainability.
 The another issue faced is not able to offer required training and development to the
employees related to the sustainability and environment. Also how to handle
environment related changes
 The another issue faced during the sustainability practice is effective implementation of
the sustainability related policy and communicate same with the employees.
Task 2
Examine the internal and external factors that influence sustainable leadership
There are number of factors present that directly influence the sustainable leadership,
these factors can be internal or external. In case of The Savoy, the various internal and external
factors influencing the sustainable leadership are mentioned below:
Internal factors
The internal factors are present inside the business organisation that leads to directly
impacting the sustainable leadership style. In case of The Savoy hotel, the various internal
factors that influence the sustainable leadership are mentioned below:
Organisational culture: The different culture prevailing in the hotel directly influence
the working of the sustainable leadership. In case of the chosen hotel, having adopting to new
culture and handling the change will be difficult for the leader (Gürlek and Uygur, 2021).
Funding: It is essential in order to smoothly carry out activity, unavailability of fund will
create challenge for the leaders to carry out their sustainable activity and achieve desired goals
for the chosen organisation.
External factors
Social factors: One of the major external factor that will directly impact the sustainable
leadership are the social factor. It includes changes in the taste and preference of the customers.
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Large number of customers are moving towards sustainable products. In case of the savoy, not
analysing the sustainable needs of the society can influence the functioning and profitability of
the company.
Technological factors: Another essential external factor that directly influence the
sustainable leadership is the technological factors. Any kind of technological changes related to
the sustainability of which the leader is unaware of will directly influence their functioning and
working and will also impact overall profitability of the business (Mehrmanesh, Talebizadeh and
Haghighat Monfar, 2021).
Task 3
Discuss current management and leadership ‘hard’ and ‘soft’ skills
For managers, it is important to maintain efficiency on hard and soft skills so that they can
contribute towards success of the hospitality industry. These skills make them enable to perform
role and responsibilities with utmost efficiency.
Hard Skills: It is possible to develop hard skills by suitable training and learning sessions. In
context of Savoy Hotel hard skills need to present in leaders and managers are mentioned below:
Leadership: This skill is crucial in order to provide proper guidance and support to
workforce in an efficient manner (Gürlek and Çemberci, 2020). In context of Savoy Hotel, it is
important for managers to provide suitable leadership to employees in order to attain predefined
goals.
Technical skills: It is related to use of Microsoft office and other such tools which are
imperative to maintain the data of company efficiently. In context of Savoy Hotel, managers
need to have sound knowledge of Microsoft tools in order to complete the business work
efficiently.
Soft skills: These skills are crucial part of personality and generally cannot be developed
afterwards. In reference of Savoy Hotel, certain crucial soft skills required by the managers and
leaders are mentioned below:
Communication Skills: Being in the hospitality industry, managers of the respective
hotel are required to good at communication. This skill will make them enable in interacting with
guests efficiently (FHKPS, 2017).
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Team work: Team work is about working with different individuals in the same team. In
reference of Savoy hotel, managers and leaders need to work with team members collaboratively
so that they can realize the organizational goals in an efficient manner.
Assess future management and leadership skills needed by the service sector
In the changing environment, it has become imperative for the companies to make their
workforce future oriented. In reference of Savoy hotel, future management and leadership skills
are mentioned below:
Emotional intelligence: While working in the organization, a person has to face different
situations. Here, emotional intelligence is helpful in dealing with different situations in an
efficient manner (Ruohonen, 2017). In reference of Savoy hotel, manager and leader need to
develop emotional intelligence so that they can face different situation by staying emotionally
stable. It will help leaders in maintaining positive relationship with the employees efficiently.
Understanding trends: The trends are changing constantly in current time. It is important
to have proper knowledge of trends in order to prepare appropriate strategies. In context of
Savoy Hotel, leaders and managers are required to understand the trends so that they can work
efficiently in future period of time. This skill can be developed by detailed study of market
environment.
Diversify team management: To manage a diversify team, it is required to have diversify
team management capabilities (Jamieson, and et. al., 2021). This will make the leaders and
managers of Savoy hotel enable to maintain effective collaboration and coordination among team
members. It is possible to develop team management skills through suitable online sessions and
workshops.
Task 4
Compare and assess different service industry organisations change management systems and
leadership in implementing change
Change management is defined as the process that help in determining and managing the
change in the business organisation. It helps in smooth implementation of change in the
organisation leading to enhance overall performance and profitability of the business (Ouedraogo
Zaitouni and Ouakouak, 2021). Positive change is the success factor of the business which
allows them to grow and enhance themselves in the marketplace and achieve desired goals. In
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case of Savoy, the hotel is planning to implement the AI technology in the operational system to
gain competitive advantage in the marketplace and enhance their performance effectively. This
change will allows the business to smoothly carry out their operational activity and gain
competitive advantage in the market place. It will also help the business to attract large number
of customers leading to increase their customers base. In order to effectively implement the
change the Lewin's model is taken into consideration. Also to compare and contrast the change
management system, the Dorchester hotel is taken into consideration as the other hotel, which is
also the competitor of The Savoy hotel (Robertson, 2021).
Unfreeze: The first step of the change model, under this step the leader analyse and
determine the need for the change in the organisation and starts creating awareness regarding the
need for the change in the business organisation and communicating the need and importance of
the change in the business organisation. Under this the leader and manager has different roles
and responsibility such as the manager analyse the need and importance of the implementing
change in the organisation and accordingly communicate to the leader. The leader communicate
the needs of the change among the team members and create awarness about the change. In case
of Savoy hotel, the manager will analyse the need for implementing AI technology in operational
system and the leader will communicate the need for the need for the change to the team
members (Robinson and et.al., 2021).
Change: Once the need for the change is analysed then comes the implementing the
change in the organisation. The manger do the proper planning and execute the plan and finally
implement the change in the organisation. Then it is responsibility of the leader to make team
member analyse the need of the change and make them comfortable with the new change.the
leaders will also motivate the employees to accept the change that is being implemented. In case
of Savoy hotel, the AI technology will finally be implemented under this step by the manager of
the hotel and leader will will make the team member to work towards implementing the change.
Refreeze: The last step is refreezing, under this the change is finally implemented in the
organisation and also being accepted by the team members. The manager will make further
progress regarding the change in the organisation and further enhancement. In case of Savoy, the
change will be implemented and will help them to smoothly carry out their operations and
enhance their productivity. Also the leader will motivate the team members to achieve desired
goals.
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On the other hand, the Dorchester company follows the Kotter's change management model in
order to implement the change in their organisation. This model helps them to analyse the need
for the change and effectively implement it (Sareen and Pandey, 2021). The various stages
included in this model are create urgency, form powerful coalition, create a vision to change then
communicate the vision to team members, remove any barriers, then build short term goals and
build the change required and finally implement the change.
Differentiation in leadership style
In case of Savoy hotel, the leaders follow the transformational leadership style as this
allow the leader top motivate their team members to be creative and innovative. It also help them
to bring transformation in the organisation and support the change. Whereas in case of
Dorchester, leaders follow autocratic leadership, where all the decisions are taken by the leaders
only not allowing any kind of participation of the team members. Also the decision regarding the
change is taken by the leaders himself (Uppathampracha and Guoxin, 2021).
Conclusion
From the above report it has been concluded that leader and managers are the important
part of the business organisation which leads the business towards continuous growth and
success and also effectively plan, control and direct their activity as well as lead the team
members towards performing better and achieving desired goals and objectives. This report helps
in analysing the various classical theory such as scientific management theory and bureaucratic
theory along with the role of the leader like influencer, motivator and team player. Also the
various leadership style such as autocratic, democratic, transformational and so on also analysed
in this report. And various internal factors like funding and organisational culture as well as
external factor factors like social and technological factors are also analysed in this report.
Various soft and hard skills along with the skills required in the future is also analysed and
change management system using Lewin's model is also analysed in this report.
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