Leadership and Management for Service Industries

This report covers various aspects of leadership and management styles, theories related to it along with internal and external factors which affect the management and leadership in service industries. It includes classical theories of management, role of leaders along with different leadership styles, crisis management, evaluation of current management and leadership hard and soft skills, and more.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Classical theories of management ..............................................................................................1
Role of leaders along with different leadership styles................................................................2
Reappraisal of leadership style and crisis of management in context to the Holt Hotel.............3
Distinguish between leadership style and crisis management ...................................................3
Evidence of the company's functioning by considering present crisis management and
leadership style ...........................................................................................................................5
TASK2.............................................................................................................................................5
Evaluate the internal and external factors which impact crisis management within leadership 5
Determine the internal and external factors which influence the impact of crisis and structures
into the particular service industry with the identification of their strengths and weaknesses...6
Present the view into critical form on particular changes in management styles with support of
crisis management strategies.......................................................................................................7
TASK 3............................................................................................................................................7
Evaluate current management and leadership hard and soft skills ............................................7
Discussion future management as well as leadership skills required in service industry and
how it can be attained..................................................................................................................9
Discuss the impact and how global pandemic has transformed crisis management as well as
leadership skills needed with the service industry along with how can be deal using
sustainable tourism. ....................................................................................................................9
TASK 4............................................................................................................................................9
Contrast and compare different service industry organizations crisis management systems and
leadership in implementing change with one established Change management Model.............9
Analyse how changes in management impact on leadership skills & styles highlighting how
the pandemic has transformed change management.................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management is the procedure of planning, directing and organising the activities and
resources of the organisation for attain the goal of the organisation. Leadership is the art of
managing the relation of the person in the organisation in order to accomplish the task provided
to the the personnels. Leadership and management plays an important role in promoting
innovation and organisational learning in the service industry (Ahmed, 2018). The Holt Hotel is
one of the historic hotel of UK established in 1475 and it is situated in Oxfordshire. The Holt
hotel is famous for its architecture and their services provided in traditional style with modern
fusion. This report cover the various aspects of leadership and management styles, theories
related to it along with internal and external factor which affect the management and leadership.
TASK 1
Classical theories of management
In 1900 classical theories of management was developed with the belief that all sort of
personnels have two features of needs i.e. physical and economic needs. Such theories based on
two important conceptions which are as follows:
Theory of Administrative Management: The theory of administrative management was
propounded by Henry Fayol. As per the theorist administrative management is necessary for
coordinating the intrinsic functioning of the organisation. Fayol observed that there are two main
reasons of management failure judged and work stoppage. Theorist also emphasised on the
managerial practices in the organisation which assist in deriving the foreseeability and efficacy
of the organisation (Alexandrou, 2022). According to theorist the functioning of the organisation
based on the certain factors which are as follow:
 Security
 Accounting
 Managerial
 Commercial
 Financial
 Technical
As per profounder there are five elements of management which are an essential to operate
business activities which are as follow:

 Coordinating
 Planning
 Organizing
 Commanding
 controlling
Theory of Bureaucratic Management: the profounder of this theory was max weber in
1915 this theory was coined by weber. This was introduced by Max Weber in1915. This theory
emphasis on the hierarchical structure of the organisation and rational decision making rules
which are essential in attaining the goal of the organisation. It also concentrate on the control on
hierarchical management, difficulties in task, separation of working class and professional
management as per organisational hierarchy the flow of authority started from upward to
downward direction. In rational decision making rule is a set of expresses procedure and policies
which are used by the organization for regulating their operations (Danese, et.al 2018).
Recently, many small services industry entered into the market which govern from such
sort of management mode. It considered as a intricate administrative procedures which regulated
with multilayered structure.
Role of leaders along with different leadership styles
Leaders are consider as a back bone in the hospitality industry who with its strong
leadership skills can attract more and more consumers for availing the services of the
organisation which leads to effectiveness of their business. Good leader is required for proper
functioning of the company's business who with its effective leadership style boost the business
of the organisation. There are various types of leadership styles which are mention below:
 Dictatorial style of leadership: it is consider as one of the important skill which leader
possessed. Such style is of commanding in nature which represent at the time of decision
making. In which leader take decision without consulting with others. Although such
styles are helpful in taking quick decision but it create lack of job satisfaction which
ultimately decrease the morale of their personnels (Foss and Pedersen, 2019).
Authoritarian style of leadership enhance the ability to understand the strategies of the
organisation which assist in achieving the goals of the organisation.
 Participatory style of leadership: such sort of skill are also recognised as participative
or facilitative style of leadership. Such style emphasis on subordinate point of view in

while making decision because they work on the ground level so, they are much more
aware about the situations which occurs before them. This helps in enhancing the morale
of the personnels which leads to upliftment of their skills and they encourage to
participate in decision making process of the organisation.
Reappraisal of leadership style and crisis of management in context to the Holt Hotel.
The Holt Hotel adopted the democratic style of leadership for effective running of their
business so they can survive and give competition to their rival. Such style help the organisation
in accessing the efficiency and efficacy of the organisation. As democratic style of leadership is
consist of different modes which are used by the leader as per the situation. It encourage the
organisational personnel in taking part in decision making process by putting their point of view
which resulted into innovative idea which consider as the milestone for the organisation. It
enhance the problem handling issues in less time in effective manner( Hefnawi, 2021). As the
subordinates work on the ground level so they very well aware from the problems which are
faced by the service industry so, they can provide appropriate suggestion to mitigate from the
crisis. Such style developed the harmony between staff and management which helpful in
improving the brand image of the Holt Hotel.
Distinguish between leadership style and crisis management
Basis Management Styles Leadership styles
Meaning Management style are those
styles which dealing in
controlling and directing the
personnels which emphasis on
the coordination and
harmonization between the
management and their
personnels which assist in
attaining the organisational
goal.
Leadership is the art of leader
to influence and encourage the
personnels which motivate
them in achieving the objective
of the organisation. It includes
excellent communication
skills, task oriented skill etc.

Mode Management style plays an
important role at the time of
crisis management by more
emphasis on the democratic
style because it encourage the
participation of personnels.
Leadership style are essential
to overcome from crisis
management because it is the
combination of revolutionary
and democratic visionary
leadership style.
Concentration It concentrate on the
management task which help
in overcoming from the crisis.
Such style concentrate on
maintaining the harmonious
relationship with their
personnels.
Merits There are some merits of using
such styles such as motivate
the employees to show their
creativeness and it helps in
engaging their employees by
which new thought developed
which are beneficial for the
organisation.
Leadership style have certain
merits like it helps in
developing relation building
through which complex issues
can be resolve (Iyer, et.al
2018).
Demerits Management style have certain
demerits like whole team
dependent on the decision of
the one person and personnels
share their thought which are
not required.
Leadership style have certain
demerits such as leaders focus
on long term plans due to
which short term vision
affected and the vision is
leader oriented instead of
company.
Evidence of the company's functioning by considering present crisis management and leadership
style
Crisis in hotel industry is not different from the functioning of the company as it can
occurred due to several reasons such as pandemic, terrorist attacks, and recession etc. Recently

COVID 19 pandemic severely affect the hospitality sector due to which several hotel are suffered
from heavy losses which resulted into closure of their business. So, it is the responsibility of the
manager to make appropriate plan from overcoming such types of situations by using appropriate
leadership styles.
TASK2
Evaluate the internal and external factors which impact crisis management within leadership
It was evaluated that there were several types of external and internal factors which affect
the leadership of the organisation. It is necessary for the service industry to determine the factors
and make appropriate strategies for managing the alteration so, that performance level can be
maintain. As the exterior factor is not in the control of the organisation but how to deal with
them is in the control of the organisation. There are certain exterior and interior factors which
affect the crisis management and leaderships which are as follow:
Internal Factors
Culture of the organisation: it considered as one of the major cause which affect the crisis
management. As the culture is considered as the rules, norms and policies which every company
formulated for effective running of the businesses. In reference to the Holt Hotel, the culture of
the organisation change to COVID19 pandemic which is execute by the leaders of the hotel
industry (Jackson, 2022). Availability of technology: it is consider as the another cause of crisis management.
Lack of technology affect the business of the hotel. It is determine that due to pandemic
service industry should adopt advanced and updated technology which help in overcome
from the crisis management and the hotel can maintain their performance level. It is also
assured that proper training should be provided to their staff for using such technology
which can be possible only by effective leaderships.
External Factors
 Economical environment: The financial position of the nation also affect the leadership.
As the goal of the leader is to increase the profitability of the organisation. In this the
economic policy of nation plays an important role if the policies is in the favour of the
organisation then the the business of the organisation will flourish. It was determine that

the economic condition of the country changes after the pandemic. So, it is on the leader
by using their leadership skill they change the pattern of working use innovative ideas
which increase the clients of the organisation which generate the revenue of the company.
 Political factor: It was analysed that political element plays a crucial part on the
organisation as it straightforwardly affect the leadership and crisis management. It was
determined that the policies of government can either in the favour of the organisation or
not which affect the leadership. In prospect of the Holt Hotel due to COVID 19 pandemic
several modification takes place in the in the government policies politically which
severally affect the efficacy of the organisation (in terms of a performance and
productivity).
Determine the internal and external factors which influence the impact of crisis and structures
into the particular service industry with the identification of their strengths and weaknesses
There are various external and internal factors which severely affect the management
crisis and stucture of the Holt Hotel. As the particular organization comes under the service
sector which severally affected from the exterior factors such as politics, pandemic, economy,
rivalry, natural calamity and customers which are not in the control of the organisation. Such
factors affect the growth and development of the organisation (Qomariyah, 2019). In interior
level there are certain factors which consist of decision making, recruitment of proper candidate
for organisation, culture, resources and economic condition of the organisation these factors are
in the contol of the organisation. In reference to the Holt Hotel, it is very important for the hotel
to determine such causes and on the basis of it appropriate action should be taken by the
organisation. As the effective decision plays an vital role in the progress and development of the
service industry.
As there are some strength of these factors with the assistance of it the Holt Hotel make there
prospective plans and stretegies for effective functioning of the organistion. It emphasis on the
attracting more and more customers by providing effectual services with the use of latest
technologies. Sometime internal politics plays an important in increasing the competition. The
drawback of such factors was that it beach the trust of team members which becomes the ground
of demoralise of team who are working for acheiving the goals of the organisation.

Present the view into critical form on particular changes in management styles with support of
crisis management strategies
The management of the Holt Hotel, makes certain modification in the management style
of the organisation which supports the stretegies related to crisis management. Such stretegies
gelp the oraganisation in improving their performance level. The management of the respective
hotel, give priority to those actions which are necessary for improving the brand image of the
organisation. Certain management style focused on collective working and their suggestions on
the other hand certain adopted authoritarian style. In the Holt Hotel, management of it taken
certain steps that are ethical in nature with the purpose of growth and development of the
organisation. In short it is not required that the modifications which are made are favourable for
the organisation but at certain level it brings positivity in the organisation (Schmidt and
Baumgarth 2018).
TASK 3
Evaluate current management and leadership hard and soft skills
There are certain current management and leadership hard and soft skills which are used by the
leaders of the organisation which are as follow:
Present hard Leadership skills Anatomy skills: It is crucial for the leaders to make upgrade in their digital or
technological skills. As effective skills are important in prospect of changing business
environment. So, the huddles which are occurring in front of leader can easily be
eradicate with the use of digital skills. With the use of such skills the leaders of the Holt
Hotel are capable in attracting more and more consumers by using online mode.
 Fact oriented: such skill is an essential for the leaders as it helps in analysing the concept
so, the information of organisation can be represented in an effective way. It is important
for the leader of the Holt Hotel to update such skills as it helpful in understanding the
new and pervious plans of the hotel which ultimately helps in attaining the goals of the
service industry.
Present soft Leadership skills Emotional Intelligence: with the increment of number of consumers and hiring of
employee from different diversity heighten the importance of skill of emotional

intelligence. Its assist the leaders of Holt Hotel while dealing with people belong to
different culture.
 Creativity: it considered as one of the essential leadership skill which leader should have
because innovation and creativity helps in attracting and retaining more customers.
required in every leaders as it help in bringing creativity and innovation that further assist
In reference to Holt hotel, creativity plays an vital role in attracting the consumers so, the
hotel by using innovative ideas can gain the competitive benefits in the market.
Present hard management skills Logical skill: It is determined that logical skill is an essential in present scenario through
which problems can be determined appropriately. Logical skills helps in formulating
effective strategies for resolving the issues. Such skill assist the leaders of Holt Hotel in
taking fast and efficacious decision (Seraphin, 2021).
 Verbal skills: as the effective communication plays an important role in conveying the
message. So, it is necessary for the managers that they have command over such skills so,
it maintain the good relations with the customers and personnels of the organisation. If
the manager of the Holt Hotel work on such skill then it uplift the performance of the
employee which ultimately aid in achieving the goal of the organisation.
Present soft management skills Clearness: It is essential in the service sector that the policies of the organisation must be
simple and transparent and it is on the manger to make such policies transparently as it is
consider as vital in ethical business. Transparency skill assist the mangers of Holt Hotel
that they have to maintain transparency while executing the activities of the respective
organisation. As it create the affirmative image of the hotel.
Prompting skills: such skills should be possessed by the mentor because for effective
functioning of organisation proper guidance and instruction should be given by the manager. So,
that the personnels of the organisation can properly execute the activities of the organisation. In
the context of Holt Hotel such skill is necessary for proper functioning of the hotel.

Discussion future management as well as leadership skills required in service industry and how it
can be attained
There are a lot of management and leadership skills are there which are required in the
hospitality to cope up with the situations occurs in the service industry. Critical thinking skill
plays an important role in service industry because on the basis of innovations and creativity
managers and leader can take the industry at zenith. In the Holt Hotel the leaders and managers
are required to develop such skills in order to understand the situation so, they can find out the
proper solution of such situation. As the technology changes day by day so. It is essential for
leader to maintain knowledge of technologies which assist in improving the performance of the
hotel. Leaders should develop good interpersonal skill in order to maintain relations with
customers and employees.
Discuss the impact and how global pandemic has transformed crisis management as well as
leadership skills needed with the service industry along with how can be deal using
sustainable tourism.
Sustainable tourism is considered as an environment friendly tourism which developed
the tourism while keeping in mind the social, economical and environmental circumstances of
the region. Along with considering the requirements of the industry, visitors, host communities
and environments. While developing sustainable tourism one of the issue arise in front of the
service sector is to maintain the profitability and remains in the competition for long period. Here
the the analytical skills of leaders play an vital part in maintaining the suitability without
effecting the profitability of the organisation. In the context of the Holt Hotel it is analysing that
leader should develop sustainable travel with the corporation of localise by using analytical skills
which assist in ensuring the success of the organization (Solanki, et.al 2019).
TASK 4
Contrast and compare different service industry organizations crisis management systems and
leadership in implementing change with one established Change management Model
There are several mechanism of crisis management that used to overcome from crisis
management which includes budgeting, software, recreational planning etc. In reference to the
Holt Hotel, in case if crisis condition occurs such organisation with the use of such tools can
handle such situations. Some organizations adopt different mode to overcome from such

situation like they use Lewin model by making changes in the management. It is important to
address employees and team members why changes are made and how it is favourable in growth
and development of the organisation.
Analyse how changes in management impact on leadership skills & styles highlighting how the
pandemic has transformed change management.
The change management directly affect the leaders skills and styles in terms of their
working by making changes in the effectual manner. The problem of employees resistance is
occurs due to global pandemic. To overcome from such problem leader has to adopt democratic
style which develop the responsibility among employees towards their organisation by giving the
importance to their opinions while making decision (Vita, et.al 2020). It assist in enhancing
performance and efficacy of the employees. Financial and economic interest of their stakes
holders are another issue faced by the organisation. To overcome from such situations the leaders
of the Holt Hotel adopt transformational skill to make changes in the management system as per
the need of time which assist the organisation to remain in the competition with growth and
development of the organisation. In short the Holt Hotel can overcome from crisis management
by using the democratic, analytical and transformational styles in proper manner.
CONCLUSION
From the above report, it is concluded that management and leadership are consider as an
important organ of the organisation. With the effective management and leadership skills
organisation can attain the zenith of the market. As the role of the leader is to maintain the
relation with the employees which helps in enhancing the employability of the employees that
aid in achieving their target. Present report conclude about the general theories of management
and their importance in progress of the organisation. The leadership style plays an vital role in
crisis management the leader with the use of appropriate tools can provide effective solution to
an organization. It also conclude about the external and internal factors which severally affected
the management of the organisation during and after pandemic. The economical and political
factors of nation severally affect the decision of the organisation. At last this report discuss about
the impact of crisis management on management and leadership style.

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