Leadership and Management for Service Industries

This report discusses the importance of leadership and management in service industries, examines classical management theories and leadership styles, analyzes crisis management and leadership style with reference to Butlins Resort, UK, evaluates future management and leadership skills required by the service sector, and more.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION ..........................................................................................................................4
TASK ..............................................................................................................................................4
1.Examine the classical management theories and leadership styles.........................................4
The roles of a leader and different leadership styles ..................................................................6
Critical review of crisis management and leadership style with reference to Butlins Resort,
UK...............................................................................................................................................6
Comparison between crisis management and leadership styles..................................................6
Analyse the organisation's practice by considering current crisis management and leadership
style.............................................................................................................................................7
Task 2...............................................................................................................................................8
2. The internal and external factors which affects the leadership management..........................8
The internal and external strengths and weaknesses which affect the leadership style during
crisis. ..........................................................................................................................................9
Examine the changes in management styles...............................................................................9
TASK 3 ...........................................................................................................................................9
3. Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples.................................................................................................9
Evaluate Future management and leadership skills required by the service sector and how
these can be achieved................................................................................................................10
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
Critically analyse how specific management skills have been influenced and changed by
internal and external factors in a selected service industry organisation..................................10

TASK4...........................................................................................................................................11
4. Different service industry organisations crisis management systems and leadership in
implementing change using one established Change management Model...............................11
Change management affects management and leadership skills and styles highlighting how
the pandemic and transformed change management................................................................12
Development of Change management and leadership skills of crisis management in the
service sector ............................................................................................................................13
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
The Leadership is an important part of the management as it helps the industry to
manage all the activities to provide better services to the people. The leadership skill ensures
growth and development of the industry as it is the effective tool to understand the human
behaviour and conduct. It identifies the efforts and contribution made by the team members to
achieve the common goal of the industry (Aini, 2018). It helps to delegate the authority and
responsibility to the subordinate and control the activities performed by them. It allows leader to
motivate the workers and encourage them towards the achievement of industrial goal. The
company chosen in this report is Butlins Resort, situated in United Kingdom. It is the largest
seaside resort well known for its beauty and reasonable holiday package for the families to spent
holiday and weekends. This report will analyse the various business models and management
style that affect the performance of servicing industry and how the pandemic impacts the
management of the hospitality industry.
TASK
1.Examine the classical management theories and leadership styles
Classical management theory is considered as an important approach that is based on the
value and needs of the workers to fulfil their economic needs. This theory was first developed in
the year 1900. This theory basically deals with the performance of the employees, effective
decision making and leadership quality and maximum use of resources. The classical approach
of management provides hierarchical structure of roles and responsibilities to the management
to enhance productivity and profitability of serving industry.
The classical theory is further divided into two concepts are mentioned below:
 Administrative Management : This leadership style was first propounded by the Henry
Fayol. It refers to the management of internal forces to coordinate the activities to make
availability of needs and demand of the customer. The consumers are the king of the
market and their satisfaction is the prior importance for the management (Arafat and
Eddy, 2021). The effective management of roles and responsibilities of all the members
of the organisation helps to improve the performance and quality. As per this theory, the
business organisation are required to divide the operation of business into six parts:
 Innovation and technological advancement

 Economic value
 Availability of funds
 Safety and Security
 Audit and accounting
 Managerial activities
According to Henry, the process of management involves five essential elements includes
planning , organising of activities , commanding the employees, coordinating with subordinate
and controlling the performance. These process of management plays significant role to make
effective plans and strategies to run the servicing industry in the competitive market. In context
to Butlins Resort, the management strategy and standard services is the source to attract the
customer in order to allow them to approach for such resort for spending holidays.
 Bureaucratic management- This theory is also termed as Max Weber Theory and first
developed by the famous sociologist Max Weber in the year 1915. This theory aims to
formalised the hierarchical structure, division of work and motivate the employees are the
key function of this type of management. He believed that bureaucracy is the most
common way to set an organisation. It is based on the systematic administration of all
the work to bring transparency in the working system (Ashton, 2018). In such kind of
organisation, employees are treated equally to protect their rights and division of work is
done according to their abilities and knowledge. It is believed that bureaucracy system is
the ideal tool to make the employees result oriented in order to achieve common goal of
the organisation.
Therefore, the servicing industry are using management theories to increase efficiency and
transparency in the working g style to build goodwill in the market and ensure quality services
to their service. But due to rise in pandemic crisis, are badly affect the functioning of the
management and reduce the earning capacity of the hospitality industry. The industry which
frame effective plans can successfully handle the crisis of pandemic.
The roles of a leader and different leadership styles
Leaders are responsible to direct, command , encourage the worker to achieve the desired
result. They plays crucial role to contribute maximum in the hospitality industry. It is the quality
of the good leader to coordinate the task among the team members to ensure effective

administration of all the work. These leadership styles helps to direct , plan , implements,
motivate the people to increase performance. There are various types of leadership style that are
discussed below:
 Authoritarian Leadership: In this type of leadership style, the leader is required to
create knowledge and skill of the employees to achieve positive input from the team
members. The leader laid down the guidelines and regulation to comply the employees
with certain norms in order to establish chain of command (Baker and Murphy, 2022).
This type of style make the employees result oriented to accomplish the goal on time. Democratic style of leadership: The word itself signifies the independent thought and
expression of individual to take part in the process of decision making. They have
greater role in framing policies and plans for the functioning of the organisation and
direct the employees accordingly. These decision helps the industry to survive during the
pandemic as it is important for the leaders to govern the activities in most appropriate
manner to survive in the market. It is the effective measures that industry can follow to
perform well.
Critical review of crisis management and leadership style with reference to Butlins Resort, UK
In relation to Butlins Resort, UK the industry is followed the Democratic style of
leadership to make independent decision. The democratic approach helps them to overcome few
challenges that arises due to crisis and they has successfully monitor the activities. The effective
plans and policies helps the hospitality industry to generate good source of funds at the time of
crisis (Birasnav and Bienstock, 2019). This style of leadership signifies active participation of
their employees to offer better services to customers to create brand value and reputation in the
competitive market.
Comparison between crisis management and leadership styles
Basis Management styles Leadership styles
Meaning Management style refers to activities
performed by the managers in the
process of management to take
effective decision.
Leadership style refers to use of
motivation ,direction and
encouragement by the leaders to
achieve the task and project framed

to achieve the gaol of the industry.
Usage It helps to ascertain the uncertainties
and dynamic business environment.
It helps to overcome the crisis and
transform the plan according to need
of the market.
Area The management style focuses on
coordinating the work.
The leadership style focuses on
directing the employees.
Benefits The management style is beneficial
for the company to improve
knowledge and strategies the plans to
deal with the adverse business
environment.
The leadership style is advantageous
to build strong team in order to solve
the complex business issues.
Drawback The management style has certain
drawbacks which includes
dissatisfaction among the employees
because it does not demand their
ideas and thoughts which leads to
employment turnover.
Sometimes, it creates burden over
the employees due to workload and
task.
Analyse the organisation's practice by considering current crisis management and leadership
style
The crisis and unpredictable events are the core elements of the business and are inseparable
in nature. It can be happen due to various ways which includes natural calamity, human act ,
terrorist attack, economical and political factors and many more which may affect the
functioning of the organisation (Comeau, 2022). However, it is the responsibility of the
hospitality industry to take early measures to deal with market uncertainties in order to function
properly.
Task 2
2. The internal and external factors which affects the leadership management

At the time of pandemic crisis of Covid 19, the business operation was badly affected and
many were faced losses due to ineffective business policies and strategies , that not only cause
monetary loss but also declines their future growth. There are factors like internal and external
get affected which is also termed as undetermined forces that are difficult to determine for the
industry.
The following internal and external factors are discussed below:
 Employees:It is the most important internal factor that are necessary for the organisation
to consider while formulating norm and regulation. The motivated employees can
contribute maximum for the achievement of goal of the organisation and can be possible
through effective leadership style. The satisfied employees produce higher result and
profit where dissatisfaction among the employees may affect the outcome of the desired
result and leads to employment turnover.
 Resources: It is important for the leader to use available resource to produce the desired
product for the customer. These internal factor is important to ensure smooth flow of
work in the business industry (Eşitti and Kasap, 2020). The resources are required to
maximise the production level and minimise the wastage to run the business operation
properly.
 Competitors: it is the most important external factor that has the responsibility of
management to satisfy their expectation and fulfil their desired demand. The customer are
the ultimate king of the market and the business is operate to earn profit by offering
services to the customer. Economy: The economical factor has greater role in the business industry. It influence
the behaviour of the customer and may fluctuate the business operation upwards and
downward. The leaders are required to take the following elements into consideration to
work effectively and more appropriately.
The internal and external strengths and weaknesses which affect the leadership style during
crisis.
The Hospitality industry is diversified and providing wide range of services to their
customers. There are many factors that influence the operation of these industries. However,
business industry have many strength and weaknesses that are required to analyse to convert the

weakness into strength in order to contribute in the economical growth for the country. It
promotes tourism in the country and attract the customer to take benefit of their hospitality
industry (Gunarathne, Senaratne and Herath, 2021). The leadership management ensure increase
in capital flow and enhance the GDP of the country. The hospitality industry includes luxury
hotel, 5 Star hotel , boutique hotel etc., according to their infrastructure and interior, cost has
been charged. The weaknesses are inevitable and may reduce sale and profitability of the
hospitality industry.
Examine the changes in management styles
The change in the management style has been taken place according to the internal,
external forces of the industrial environment. The advancement of new technology and
innovation brings change in the management style and force the hospitality industry to adopt
preventive measures to deal with such threats to survive in the competitive market. The
organisation emphasise mainly on vulnerability analysis to evaluate potential future crises factors
to frame strategic plans.
TASK 3
3. Current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples
In relation to hospitality sector, certain skills are required to attract the customer and interact
with other people. The technical knowledge and skill in particular helps the industry to perform
well to succeed in the market. The hard skill comprise of such skill that are important at
workplace. Whereas, the soft skill can be performed anywhere. The hard skill is important for
effective management of all the work to perform business activities like budgeting, accounting
and recruiting, coding etc. The soft skill are required while communicating with other to show
positive attitude, beliefs and value in the organisation.
Evaluate Future management and leadership skills required by the service sector and how
these can be achieved
The servicing industry is required to develop certain skills and knowledge for effective
management of work. The following skills includes:

 Interpersonal skill: The key function of management is to interact with the people and
build strong relation with them, it can be possible only when the employees have strong
conveyancing skill. It helps to earn respect and positive attitude from their colleagues. It
is a most appropriate way to enhance management qualities and abilities to work with the
team. Also, such skill helps to overcome the crisis and unpredictable events through
effective team work. Communication and motivation: Communication plays significant role in directing and
commanding thee employees to follow certain rules laid down by the industry to deal
with the crisis management (Luu, 2018). Also, the motivational tool provides effectives
measures to achieve the target of the hospitality industry to meet the demand of the
customer during the Covid 19 pandemic.
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
The management is responsible for analysing and evaluating the crisis management
strategies and plans to develop the skill and capabilities in the employees to manage the business
activities. The pandemic has created fear among the investor, Stakeholder and employees as
they are not ready to invest in the hospitality industry because of risk but the Butlins resort is
successfully framed the strategic plans to reduce the risk on the investor and also provide special
benefit to the employees to retain in the place of employment .
Critically analyse how specific management skills have been influenced and changed by
internal and external factors in a selected service industry organisation.
The Butlins Resort in UK is well known for its diversified industrial structure and specialised
in providing advance services to their customers. The industry is growing well due to hygiene
food servicing model, they have specialised skills to attract the customer, use excellent services.
It is considers as one of the best resort in the world as they provide wide range of quality services
to the customer to build strong value in the market (Pelletier, 2018). They are quickly response
to the dynamic business environment to adopt changes in order to remove uncertainties.

TASK 4
4. Different service industry organisations crisis management systems and leadership in
implementing change using one established Change management Model.
Change Management model is an important approach to apply new knowledge , skills,
capabilities to deal with the complex business environment. It defines detailed and
comprehensive strategical tool to handle the changes in the economy. The crisis management
system are interconnected with the change management model because it helps to perform in the
global market. It anticipate the future business market and ensure to bring change in the policies
and plans according to the future demand of the customer.
According to Kotter's change Model lays down the eight stages in the process of change which
includes:
 The first stage deals with the urgency that is created to identify threats and opportunities
to meet the demand of the future. It recognise ideas and thoughts of the employees to
make effective decision.
 The second stage deals with the formation of coalition which means involving and
encouraging the external factors to influence the people towards the functioning of the
organisation.
 Third stage deals with the setting up of vision and strategy to bring change in the
working system and set the vision according to the demand of the market.
 Fourth stage, it deals with the communication of set vision with the employees to raise
concern and convince them with their performance by providing training and reviews.
 The fifth stage deals with the overcome of obstacles that arises due to crisis of pandemic
and helps the management to keep check on the barriers that may affect the growth of the
hospitality industry.
 The sixth stage is considered as the important stage because in this stage , company
decide their short term goals and objectives to make effective plans and strategies.
 The seventh stage provides improvement in the workings system of the hospitality
industry by earning maximum profit and gains.
 The last stage defines the effective corporate culture to take initiative to grab the
opportunity. It is an integral part of hospitality industry to create a positive organisational
culture so that the employees can highly contribute in the servicing industry.

The another change management model is Lewin change Model , that laid down the strategic
framework for the effective administration of the activities of the hospitality industry. It
promotes transparency in the working culture to create positive relation between the employees.
It provides effective measures to deal with the changing environment (Tahan, 2018). The
unpredictable event of Covid 19 pandemic, does not affect the performance of the Butlins Resort
and successfully competing in the market because they have better plans and strategies to deal
with such environment.
Change management affects management and leadership skills and styles highlighting how
the pandemic and transformed change management
The leadership skill are important part of the organisation to adopt dynamic environment. It
is believed that business culture are changed very quickly. The leaders are playing crucial role
for the effective functioning of the operation of the hospitality industry as they actively direct
encourage and manage the activities among the team members. The tourist are choosing Butlins
resort for enjoying holidays as they are made necessary changes in their services according to the
demand of the customers and offers outstanding environment to enjoy fresh beauty of nature.
The leadership skill are most commonly used in the hospitality industry to effectively
communicate with the team mates. It also helps the management to consider the plans made by
the employees for the betterment of the organisation. It has transforming capacity to deal with
the changes.
Development of Change management and leadership skills of crisis management in the service
sector
The change management model and leadership skill are complementary to each other .
These approaches has been used during the Covid 19 pandemic to accept the changes and deal
with them accordingly. The adaptability skill helps the servicing industry to improve the
performance of the organisation and assure future growth. The Butlins Resort, has set their
visionary to create brand value in the hospitality industry and to expand the business in other

countries to maximise profit (Tuan, 2020). The organisational goals has been pre determined by
the Butlins Resort, and it is the key to their success.
CONCLUSION
From this above report, it has been concluded that Butlins Resort is highly renowned
hospitality industry in the United Kingdom. With the increase in the servicing industry, the
demand of the customer for quality resort and hotel has been increased to spend peaceful time
with the nature to reduce stress and anxiety from the real world. These industry also aims to
provide beautiful environment by adding the element of nature to satisfy their demand. They are
not only provide good service to the people but also ensure methods and technique to deal with
unavoidable events pandemic. The effective management and leadership style helps the industry
to cope up with the uncertainties of crisis. In order to ensure growth, the industry provides the
holiday package at nominal rates to attract the customers with special offers and discount to use
their hotel for spending times with the family. Further, the industry also use methods and
business theory to run in the competitive market for a long run to achieve maximum profit and
revenue.

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