Leadership and Management for Service Industries

This report explores classical management theories and leadership styles, factors influencing management styles, current and future management and leadership skills for the service sector, and the impact of the pandemic on crisis management and leadership skills in the service industry. The report also includes a critical view on specific changes in management styles using crisis management strategies and demonstrates management and leadership skills in a service industry context.

Leadership and
Management for
Service Industries
Table of Contents

INTRODUCTION ..........................................................................................................................4
TASK ..............................................................................................................................................4
1)Elaborate classical management theories and leadership styles..............................................4
Review of the different classical Management theories in relation to hospitality industry. .4
The roles of a leader and different leadership styles applicable during the pandemic ,using
a chosen hospitality organisation ...........................................................................................6
Identify and review a crisis management and leadership style in the chosen hospitality
organisation (or place of work), include the issue of crisis management in the hospitality
industry...................................................................................................................................6
2) Explore the factors that influence different management styles and structures in a service
industry context. ........................................................................................................................7
The internal and external factors that influence crisis management in leadership.................7
The internal and external factors that influence the impact of crisis and structures in a
selected service industry organisation identifying strengths and weaknesses. .....................8
Critical view on specific changes in management styles, using crisis management
Strategies................................................................................................................................8
3) Assess current and future management and leadership skills for the service sector. ............9
Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples.............................................................................................9
Future management and leadership skills required by the service sector and how these can
be achieved ............................................................................................................................9
Importance of the impact and how the pandemic has transformed crisis management and
leadership skills required in the service sector and how these can be overcome using
sustainable tourism ..............................................................................................................10
analyse how specific management skills have been influenced and changed by internal and
external factors in a selected service industry organisation. ...............................................10
4) Demonstrate management and leadership skills in a service industry context.....................11
Compare and contrast different service industry organisations crisis management systems
and leadership in implementing change using one established Change management Model
..............................................................................................................................................11

Analyse how change management affects management and leadership skills and styles
highlighting how the pandemic have transformed change management .............................12
Critically evaluate how, in response to change, management and leadership skills of crisis
management in the service sector have developed...............................................................12
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
The role of leadership in business is very important to manage the service industries. It is mainly
the ability of a company to maintain and set the standards of an industry in order to outbreak the
requirements of common public. Management and Leadership play an important role in service
sector as it provides various kinds of facilities to the people. The main role of leadership is to
manage and decide on important debated topics in the service industry. It also establishes the
competition in market with ability to execute exclusive performance in the market. The
engagement of leadership and management helps in developing relationships with structural base
in order to administer activities within the culture of industry. A planned direction is very
important for alignment and adjustment of various activities that are imbibed in service industry.
The organisation that is chosen for this report is Kimpton Clocktower hotel has a history that
makes it stand out with its beautiful architectural structure and is one of the most luxurious hotel
that defines hospitality in a true way(Adeyinka-Ojo 2018) . This hotel is mainly known for its
exclusive service and offers a royal treatment for its customers. This report will cover classical
management theories and different styles with future management and leadership skills in service
industry. It will also cover the affect impact of Covid 19 outbreak on service industry in relation
to crisis management in the industry. The affect of global pandemic which have transformed the
role of managers and leaders in service industry.
TASK
1)Elaborate classical management theories and leadership styles.
Review of the different classical Management theories in relation to hospitality industry
Classical management theory is a very classic, old theory that pays more attention on the
organisation rather than the staff working in the organisation. This is a type of style management
that lays its focus on the old classical rules and follow the previous culture with enforcement of
single leadership in order to avoid friction among the staff of organisation (Baker and Murphy) .
This theory was introduced during the industrial revolution with aim to enhance the productivity
within organisations.
Classical management theory is based on following principles which are mentioned below:

 The selection of employees is based on the performance of their skills and duties.
 The main goal and objective of the organisation must be clear and precise with its main
focus on productivity of the organisation.
 It lays its major focus on generation of revenue for growth and development of the
organisation.
 The most effective way to complete the tasks and duties is by the implementation of
scientific management.
 The conduct of the duties performed must be tracked in order to have a check on the
performance of employees within the organisation (Chen and Wu 2020).
 The administration must be managed by strong authoritative level in order to construct a
powerful management system.
Advantages of Classical management theory :
 Hierarchy of the organization must be clear – A clear, precise and organised hierarchy
depicts the construction of an organisation with defined approach in order to execute the
responsibilities of the members of organisation. It also prevents any friction between the
employees with a laser, clear and direct approach.
 Division of labour with ability to understand – The organisations outline a very clear
approach in order to manage the responsibilities of an employee. The employees are
assigned tasks and duties according to their skills and abilities which enables them to
work efficiently. The clear and precise direction from management helps in increasing
the productivity of employees preventing dis organisation among the employees with
productive results.
 Productivity is increased by the aid of monetary rewards – The increase in monetary
gain by the way of incentives or rewards encourages the employee to work in a
productive and efficient manner. The employees are motivated to work harder with this
concept and which also helps in attaining recognition in the company.
 Single leadership in decision making – The concept of single leadership helps in getting
orders from a single source which avoids confusion and hassle. The highest authority
give the orders which is then passed down the lower level of management. This is very
beneficial as it enables in executing and performing tasks from single source without any
entanglement.

The roles of a leader and different leadership styles applicable during the pandemic ,using a
chosen hospitality organisation
There are three types of leadership style in service industry which are mentioned below:
 Autocratic style – This style of leadership believes in administrating and managing the
employees or staff members on its own. They believe in managing the administration
single handedly and impose their decisions on entire group with its single individual
authority.
 Democratic style – This style of leadership encourages the involvement of employees
with participation of team members in decision making. This helps the members in
getting recognition by contributing in the organisation with their valuable advice and
ideas. The expert advice of every member is taken which enable freedom in the
organisation.
 Laissez faire style – This style of leadership involves the individual participation of
employees in running the business in the organisation. This style helps in out-breaking
the skills and abilities of each and every member of the organisation. The organisation
believes in using the skills of each and every employee for the growth of the company.
Identify and review a crisis management and leadership style in the chosen hospitality
organisation (or place of work), include the issue of crisis management in the hospitality
industry.
Kimpton Clocktower Hotel should use the Laissez faire style as it will help in bringing out the
talent and skills of each and every employee for growth and development of the organisation.
The hotel of Kimpton Clocktower has managed the outbreak of pandemic by laying its focus on
expanding its selling criteria from rooms of hotels to arrangements of meetings and events which
will help in generating revenue for the organisation (Corriveau 2020). It has reduced its carbon
footprints by contributing towards the environment.

2) Explore the factors that influence different management styles and structures in a
service industry context.
The internal and external factors that influence crisis management in leadership.
The management style is influenced by many factors that defines the structure of it. There are
internal and external factors that influence different management style in service industry (Davis
and Rhodes 2020). The internal factors mainly influence the internal functioning of an
organisation and external factors are those which are not in control of the organisation.
The external factors that influence the management style are mentioned below:
 Political and economic factors – The manner by which the suppliers, customers, agents
and competitors execute the functioning of business activities helps in evaluating the
political and environmental factors. These factors are not in control of the organisation
that affects and have a negative impact in accomplishing aim and objective of the
organisation.
 Technological factors – The technological development is a very important source for
growth in business. Technology is very helpful in determining and establishing a
profitable business with the aid of digitalisation in the industry. A defined approach with
constructive research will help in achieving technological development in the industry.
The styles of management should be managed in an appropriate manner to enforce
technological developments.
The internal factors that influence the management style are mentioned below:
 Ethical conduct – The ethics of an organisation is identified with etiquettes of the
employees working in the organisation. The behavioural conduct of the employees is
very important in establishing the name of the organisation. Each and every organisation
has its own rules and order to run the organisation which includes the ethical conduct of
an organisation. The establishment of these codes of ethics helps in adding value to the
organisation which in turn publishes its name in the market.
 Technology and Resources – The resources that are used by the company should be
used in such a way that more and more benefit or profit can be derived from them. The
availability of technology helps in providing effective resource for use of organisation. If
an organisation uses more resources then it will affect its productivity with usage of

various different resources. If there is less usage of resources the it will influence the
growth of company with lack of resources. The aid of technology with resources affects
the internal factors of an organisation.
The internal and external factors that influence the impact of crisis and structures in a selected
service industry organisation identifying strengths and weaknesses.
The development of an organisation is determined by its name and value in the market. There is
rapid growth of hotel industry in the service sector. This growth is identified with its name in the
market and even profit generated from it. Each and every organisation has certain strengths and
weakness that determine the growth of organisation in service sector. The strengths of an
organisation is its contribution in the generating revenue and adding to the economy of the
country (Eşitti and Kasap 2020). The local market and places are identified by visiting the
authentic and historical culture of hotel. This also allows the hotel in service industry to get
recognition from foreign tourists. This helps in promoting the name of hotels in service industry
with increase in its revenue and economic factor. The promotion of local markets with visit of
tourists helps in generating and developing the economic level of a country. The weakness of an
organisation in hotels is through the lack of tourist activities in the place which leads to decrease
in the economic growth of service industry. The high charges and rates also reduces the entry of
tourists in service industry. The maintenance of grand, luxurious hotels leads them to charge high
prices which prevents the tourists from staying in hotels. Only the high class people with good
income are able to afford such hotels. The general public is outsourced and evicted from such
services due to imposition of high chargeable rates.
Critical view on specific changes in management styles, using crisis management Strategies.
The external and internal factors with strengths and weakness of the organisation enables
amendment in the style of management. The aid of resources and technology helps in
maintaining the organisation with balanced use of resources and digital advancement in the
technological field. The present time situation advances in technological field in consideration to
keep up with the running pace of the market. The style of democratic management will be most
useful as it allows and welcomes the participation of employees which enables them to showcase

their views and ideas. This freedom among the employees helps in achieving desired goals and
objectives of the organisation in an efficient and productive way.
3) Assess current and future management and leadership skills for the service sector.
Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from specific
service sector examples
The leadership skills of an organisation is determined by the skills generated and imposed on
working of the management. There are basically two different types of skills that provides
development in service sector. These two different skills are hard and soft skills. Hard skills are
those that refers to the outer structure of an organisation. The technical knowledge and training
attributes determines the hard skills. Soft skills usually determines the internal structure or source
of an organisation(Guo, Yao and Yue 2021). The management of time, roles and styles of
leadership, communication refers to soft skills. These skills play an important role in successful
growth of organisation. They also help in achieving the goals and objectives of an organisation
with effective performance of the members of organisation. Kimpton Clocktower Hotel,
maintains its productivity with use of these skills that is enforced by the leadership and
management department. Examples of hard skills includes the management of Food and
Beverage department with the skills of cooking delicious meals and serving them to the guests,
serving various kinds of hard and soft drinks with infusion of Cocktails and Mock tails, etc and
even managing the packages of hotels. Soft skills includes the internal activities that develops the
leadership and management skills with effective performance of employees within the
organisation.
Future management and leadership skills required by the service sector and how these can be
achieved
The leadership and management skills required by the employees are mentioned below:
 Multitasking – This skill in employees helps in managing the work of organisation by
doing various tasks at one time by involvement of efficiency and productivity within
employees. It also helps in doing and completing the task on emergency basis with
enhanced skills and abilities of employees.

 Communication – This skill is very important for ascertaining and maintaining the gap
between management and lower authority. It enables a person to speak or direct his views
and ideas among the members of organisation. Therefore, an affluent and clear
communication is very important for management of organisation.
Importance of the impact and how the pandemic has transformed crisis management and
leadership skills required in the service sector and how these can be overcome using
sustainable tourism
There has been a huge impact on the leadership skills during pandemic that have made it very
difficult to manage the crisis and enable crisis management of such situation. The changing
requirements of the customers with increasing demands and necessities of public has created
difficulties in managing the organisation. The fear of pandemic has affected the service industry
on a global level. The limitations and restrictions imposed by various countries has prevented the
tourists from exploring different places(Hughes 2018). This has led to decline in the growth of
service industry with decrease in its economy. Service sector can overcome these hindrances
with implication of availing high health and safety standards with guidelines of the government.
The assurance of health and safety of the tourists or customers will help in attracting them back
to the service industry of hotels.
analyse how specific management skills have been influenced and changed by internal and
external factors in a selected service industry organisation.
Kimpton Clocktower Hotel is identified and recognised due its old classic historical backgrounds
which showcase its authentic tradition and culture in the service sector. The external factors that
are political and economic factors are influenced by the policies, rules and regulations generated
by the government (Tuan 2020) . The internal factors that are code of ethics, resources and
technology are influenced by the internal functioning within the organisation.

4) Demonstrate management and leadership skills in a service industry context
Compare and contrast different service industry organisations crisis management systems and
leadership in implementing change using one established Change management Model
The system of crisis management in different service industry organisations in enforcing the
change can be understood by various aspects within the organisation(Luu 2018). The
enforcement of amendment is very essential to establish different strategies that can be enforced
in the organisation.
The model that can help the organisation to manage the change management in order to
positively allow the changes is Kotter's change model.
There are various steps for enforcing the change management framework which are mentioned
below:
 The first step deals with the creation of urgency to deal with the business environment. It
is required to the leader to follow strategic plans and policies to overcome the challenges
that have arisen due to crisis of unpredictable event.
 The second step provides formation of coalition to interact with the employees to avoid
misunderstanding and conflicts in the organisation. It improves quality of work and
performance of the employees.
 The third step deals with establishment of vision and goals to create an idea for the
successful functioning of the organisation.
 The fourth step deals with communication of vision from the employees and managers in
order to take effective decisions for the service industry.
 The fifth step provides modes of removing obstacles that creates barriers for achieving
the industrial goal.
 The sixth step deals with setting up of short term objectives and plans to motivate the
employees and implementation of those plans to deal with uncertainties of business
culture.
 The seventh step provides implementation of setting goals and direction to the
employees.
 The last step deals with establishment of corporate culture where changes has been
adopted to achieve higher growth and competence in the market.

The another model includes Lewin's Change management model as it provides effective method
and ways to increase productivity and profitability of the hospitality industry. The main objective
of this model of to recognise human value and behaviour to understand the demand and
expectation from the service industry.
Analyse how change management affects management and leadership skills and styles
highlighting how the pandemic have transformed change management
The role of leadership and management is very important for the growth of service industry. The
leaders can bring a change in the management of service industry by imposing effective methods
that help in recognition of the organisation. These leaders can maintain the authenticity and value
of the organisation by updating the services in hotels with hassle free enforcement of it. The
tourists or the customers visiting the hotel should be the utmost priority of any hotel or
association (Rabiul and Yean 2021). The comfort of tourist should be placed at priority in order
to deliver the best services to them with luxurious treatment.
The pandemic has changed the leadership style in order to deal with growing changes and
situations. Research and surveys have helped the organisation in dealing with changing
requirements of the customers. The enforcement of effective communication has enabled to
bridge the gap between management and employees by enabling effective building of
relationship between the team members. The flow of pandemic has enabled the leaders to keep
up with the pace of changing requirements. This has led to improvement and enhancement in the
leadership skills.
Critically evaluate how, in response to change, management and leadership skills of crisis
management in the service sector have developed.
Crisis management has changed the manner of leadership skills with rise of pandemic that has
affected the service industry. The leaders need to adapt to the changes according to the changing
requirements of the customers. Kimpton Clocktower hotel aims at accomplishing the goals and
objectives of organisation with vision to support the structural and internal development of the
organisation. The vision and mission of the organisation must be very much clear and precise so
that a clear knowledge of facts of organisation is communicated among the members of
organisation(Radwan 2020). Effective and clear communication among the employees and

management with active participation will help in achieving goals and objectives of the
organisation.
CONCLUSION
From the above report it is concluded that service strategy and management is an important part
of service sector. Because it provides the framework to perform tasks and enhances the
performance. This report evaluates the classical management theories with the different style of
the leadership in the context of Kimpton Clocktower hotel. It explains the factors that make
impacts on the management and leadership. It also covers the soft and the hard skills that have
to be in a leader and to be effective in working. In the end of the report in consists the
comparison of the diferent service industries with the different strategies that handles the crisis
and manages organisation well.

REFERENCES
Books and Journals
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Health Management and Practice, 28(4), pp.430-432.
Chen, T.J. and Wu, C.M., 2020. Can newcomers perform better at hotels? Examining the roles of
transformational leadership, supervisor-triggered positive affect, and perceived supervisor
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management: A Canadian university case study. The international journal of management
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Davis, G. and Rhodes, R.A., 2020. From hierarchy to contracts and back again: reforming the
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Eşitti, B. and Kasap, M., 2020. The impact of leader–member exchange on lodging employees’
dynamic capacities: The mediating role of job satisfaction. Tourism and Hospitality
Research, 20(2), pp.237-244.
Guo, N., Yao, K. and Yue, Z., 2021. Political Skill and Informal Leadership: A Socioanalytic
Perspective. In Academy of Management Proceedings (Vol. 2021, No. 1, p. 15157). Briarcliff
Manor, NY 10510: Academy of Management.
Hughes, C., 2018. The role of HRD in using diversity intelligence to enhance leadership skill
development and talent management strategy. Advances in Developing Human Resources, 20(3),
pp.259-262.
Luu, T.T., 2018. Building employees’ organizational citizenship behavior for the environment:
The role of environmentally-specific servant leadership and a moderated mediation
mechanism. International Journal of Contemporary Hospitality Management.
Rabiul, M.K. and Yean, T.F., 2021. Leadership styles, motivating language, and work
engagement: An empirical investigation of the hotel industry. International Journal of
Hospitality Management, 92, p.102712.
Radwan, H.R.I., 2020. Leadership styles in the hotel sector and its effect on employees’
creativity and organizational commitment. International Journal of Social and Business
Sciences, 14(3), pp.169-179.
Tuan, L.T., 2020. Environmentally-specific servant leadership and green creativity among
tourism employees: Dual mediation paths. Journal of Sustainable Tourism, 28(1), pp.86-109.
Xu, S., Stienmetz, J. and Ashton, M., 2020. How will service robots redefine leadership in hotel
management? A Delphi approach. International Journal of Contemporary Hospitality
Management, 32(6), pp.2217-2237.