Leadership and Management for Service Industries

This report discusses leadership and management in the service industries, including classical management theories and leadership styles, factors that influence different management styles and structures in a service industry context, crisis management strategies, and future management and leadership skills required in the service sector. It also provides a critical analysis of how specific management skills have been influenced and changed by internal and external factors in a selected service industry organisation.

Leadership And
Management For
Service Industries

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
Review classical management theories and leadership styles...............................................3
Explore the factors that influence different management styles and structures in a service
industry context...........................................................................................................................5
Assess current and future management and leadership skills for the service sector................7
Demonstrate management and leadership skills in a service industry context........................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership and management in the service industries is defined as the ability of the company
management system that has been set up in order to achieve the challenging goals. Effective
leadership in the hospitality sector includes the fast and positive impacted decisions that
company needs to attain success in the organisation and to stand among the competition. It is
also describes as the capability to lead and manage organisation effectively in order to make
employees more productive by motivating them, make them enthuse about the work and by
creating respect in the process of their work. The report is being made in the context of The
Crown Hotel which is based in London, UK(Badibanga and Ohlson, 2021) . The aim of this
report is to highlight management theories in relation to hospitality industries with the roles of
leader and leadership. It also includes the internal and external factors that influence in the
management in leadership. With that it also consists hard and soft skills in leadership with the
comparison in different service industries and different leadership skills.
TASK 1
Review classical management theories and leadership styles
A review of the different classical Management theories in relation to hospitality industry
Management theories are helpful in making strategies related to management that provides
better understanding and approach towards management. These are developed guidelines which
sets the general rules and code of conduct that helps in enhancing organisation performance and
generate effective ways to achieve goals. Classical management theories are based on physical
and economic needs of the labour with the leadership in decision making (Bavik, 2019) . The
classical management theory further divided into 3 concepts which are described below:
 Hierarchical structure- It states that the work should flow in the hierarchical structure as
at the top there is owners and board of directors that sets long term objectives for a
business. Then there is middle management that is liable monitoring activities and setting
goals on departmental wise. At the lower most level there is a chain of workers that
handles day to day operations and manage problems. In the context of Hotel The crown,
their flow of work is also follows the hierarchical structure.

 Specialization- This classical management theory includes gathering the whole activities
that needs to be perform in order to generate long term goals but these tasks further
divided into smaller ones which is easy to accomplish. Employees understand their work
and roles in a specialize and single area. With the help of specialization it results in
effective productivity and efficiency with that it make reduction in multi-tasking. In the
context of Hotel The Crown, they are providing training to the hotel staff to provide the
effectiveness and specialization in their work.
 Incentives- The classical theory of management states that employees are motivated by
the financial rewards. It proposes that by the implementation of this theory employees
will work harder and to be more productive if they are awarded by the monetary
incentives. With the motivation by the financial incentives, it helps in achieving
efficiency in the production as well as generate more profits in the organisation (Bell,
2018) . In the context of Hotel The Crown, they have introduce many policies that gives
financial incentives to the one who is performing as per the standards.
Explain the roles of a leader and different leadership styles applicable during the
pandemic ,using a chosen hospitality organisation.
An effective leaders is the one who manages the organisation and employees well by great
guidance and good decision making. There are many leadership styles that helps in taking
decisions and making effective communication in order to generate the productivity. But in the
times of the pandemic, its is very important to work in accordance to the urgency of the situation
with keeping health and safety in minds(Berbekova, Uysal and Assaf, 2021) . In the Hotel The
Crown , they consists different leadership styles that follows:
 Supportive leadership styles- This form of leadership helps the employees in developing
skills and helps them at evert stage to make them succeed in the task performance and in
the future growth aspects.
 Transactional leadership styles- This form of leadership describes as the roles that is well
defined by the leader and its effectively build structure provides the progression among
the employees.
 Autocratic leadership style- In the time of pandemic there is a need of quick decision
making and fact execution. The Crown Hotel develops this styles which didn't delay in
decision making for the employees as well as for the organisation.

Compare and contrast crisis Management in your chosen hospitality organisation or place of
work, stating their relative advantages and disadvantages.
Crisis Management in the context of The Crown Hotel in based on the 3 types of crises that
are discussed below:
 Natural crises- It is occurrence of natural mishapenings and it is managed by the Hotel
through prepare themselves earlier then the happening with proper budget allocation.
 Technical crisis- It is occurrence of electric power failure and computer irregularities ,
this can be handle by updating upgraded version of the technological gadgets.
 Civil conflicts- This is the occurrence of political tensions in the country, it did not
impact much on the Hotel The Crown but making changes in the policies in accordance
to the government.
Advantages
The benefits of the crisis management helps in identification of the potential threats and
improves the company morale. It also provides major help in activation of the plan with clear
and effective chain of command.
Disadvantages
The common disadvantages of it is failure of the collected information and plans and
inability of the employees in coping up with the plans as it causes loss in the Hotel.
Hotel The Crown have a team that effectively manages the working of the hotel , they
provide proper training to the staff of the hotel in order to manage the any mishappenings that
occur at any sort of time(Bynander and Nohrstedt, 2019) . With that they also make allocation
of the funds for any occurrence of crisis in near future.
Explore the factors that influence different management styles and structures in a service
industry context.
Internal and external factors that influence crisis management in leadership.
 Resources- In the organisation at the the time of crisis, there is very important role that
resources play as its availability helps the organisation to work effectively. Resources
enhances the working of the company and overall generate great productivity.
 Funding- Having appropriate funds is very much essential as each and every aspect of
crisis management by the leader can be done with the help of availability of funds.

Effective flow of funds implements the changes that required in order to manage the
crisis.
 Human power- Its an internal factor that makes the most impact in the working of the
hotel as well as handling crisis. A good work forces helps in making goals easier to
achieve while a non effective employees leads to the failure of the organisation.
 Market – Hotel The Crown manages the crisis through making engagement with the
audience in positive and productive manner. To deal with the market monitors the
situation well and helps in addressing the issues.
Structure of the hospitality industry with its weaknesses and strengths.
The working Structure of the Hotel The Crown is based on the different functions that the
hotel performs which is rooms, foods and drinks, human resource in hotel, marketing by the
management and the accounting systems. They managed their work well in each and every
departments of the working by effective guidance that is provided by the management of the
hotel (Golensky and Hager, 2020) . There activities are outlines the certain tasks that helps in
achieving the goals. The informational flow in the hotel are top to bottom in decision making and
bottom to top in generating feedbacks from customers.
Strengths
The main strengths of Hotel The Crown includes their high profits, uniqueness in the working
and providing services with the high and royal standards, Safe and comfort atmosphere by the
staff and their food which impacts most on the customers, as it is a bit expensive but have the
taste that attract the customers.
Weaknesses
The weaknesses of the Hotel The Crown includes their expensive services and the budget
limitations on the certain facilities by the hotel management such as not updated websites and
some rooms that is lacking in upgraded technology.
Present a critical view on specific changes in management styles, using crisis management
Strategies.
Changes in the management styles requires in the hospitality industries as in accordance to
customers approaches and the in comparison to the competitors, the management changes in the
Hotel The Crown with the crisis management strategies are given below:

 Aligning the resources with the teams- The most effective change the introduce by the
Hotel is bringing more resources in the organisation and providing the resources to the
staff of the Hotel for better generation of the output. The alignment of the resources at the
time of crisis management helps in effective management process.
 Effective training and development- For the management of the crises Hotel The Crown
allows better training for the employees of the organisation (Grubaugh and Flynn, 2018)
. This type of management changes helps in tackling issues that arises by the natural and
technological crises in management.
 Making changes in organisation in accordance with the time and demand- In the context
of Hotel The Crown they have allow the changes in the Hotel in terms of technology as
over the the preference of the customers changes and now they wants more facilitate
rooms and facilities, which also helps in handling technological crises in the Hotel.
Assess current and future management and leadership skills for the service sector.
Assess current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples
Management and leadership skills are defined in 2 ways one is hard skills and the another
one is soft skills. The hard management and leadership skills can be generates through education
and certain trainings. This includes the involves competencies such as how to use machine, tools
and another software. Whereas soft skills is describes as the skills that often seen as the
personality traits that an individual develops in the whole life such as proper communication ,
time management and many more.
Hard skill is very much beneficial in the management as it develops the whole structure of the
organisation with the specialization in particular fields. These are the skills which can be
generated by the people on job as well or by the training. It includes skills such as budgeting,
accounting, office management, finance, business development and many more. While soft skills
also makes major impacts in the management and leadership as it helps in managing the
individual (Harris and Kelly, 2019). Soft skills are responsible for the motivation,
encouragement and leading the organisation. It includes communication skills, leadership skills,
team work skills, problem solving skills and many more.
It the hospitality industry hard and soft both the skills are very much needed as they have to
deal with individual with the effective management in the organisation. Hard skills in Hotel The

Crown requires in food and beverage management, in the sales and marketing, human resource
management and in the competency with all the other hotel operations. Whereas soft skills
needed in hotel The Crown is team work, time management, emotional intelligence and many
more.
Discuss future management and leadership skills required by the service sector and how these
can be achieved
In order to develop the hospitality sector there is a need to enhance the leadership in the
Hotels and tourism sector. With that it also enhances the management of the organisation. These
enhance in the working of the organisation can be develop through acquirement of technology in
various area of hospitality industry. They needs to develop the ability to adapt changes in the
constant manner which brings diversification in the organisation. The another future
requirement by the hospitality sectors is to manage the man and machine collaboration in the
organisation for better implementation of the strategies.
Discuss the importance of the impact and how the pandemic has transformed crisis
management and leadership skills required in the service sector.
The post impact of pandemic in the hospitality sector highly change the approach towards
handling and attending the guests as the sector needs more concentration in the work because
they directly deals with the human, and provided safety with facilities are much more important
than before (Hassi, 2019) . The impacts of the pandemic in service sector are highly important
and its importance are described below:
 Turns individual as whole- The pandemic has turned an individual worker to a
multitasker as in some cases due to the situation individuals are handling multiple
activities at one time and also handling teams simultaneously.
 Leaders become more aware about the importance safety and motivation- During the
pandemic the role of an effective leader is to create safe working environment with
needed motivation to the employees which results in more productivity from workers.
 Generates the equitable experience- In the time of pandemic leaders are responsible for
ensuring that each employees are getting equal opportunities at workplace. In this aspect
technology plays a significant role in generating tools and features that leaders needs
further in their working.

Critically analyse how specific management skills have been influenced and changed by
internal and external factors in a selected service industry organisation.
Internal and external factors are affects the working of the organisation as it enhances or
drop the performance of the organisation. Every organisation has its way of conducting tasks.
And each and every aspects from the business surrounding affects the ability of the organisation
to compete and respond. The impact on the management skills by the internal and external
factors are discussed below:
Internal factors are making impact on the hospitality industries in many ways as it affects the
organisational structure. As internal factors includes the human resource, finance and current
technology. In the context of management skills , effective human resource affects positively in
the management whereas non productive human resource results in the failure of tasks. Having
sound finance structure helps in organisation at the time of crises and in regularly also (Stene,
2021) . The upgradation of the current technology leads to betterment of the management
strategies with that it always leads to growth of the hospitality sector.
External factors are making much influence in the service sector as it may on political aspects,
economic, social or technological. The management skills can be influence by multiple factors
that includes availability of talent , without the appropriate talent service industry cannot run its
functions effectively. Current market trends enhances the expectations of the customers which
service industry need to fulfil to acquire profits in the organisation.
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.
Crisis management is very much essential as problems and situations can create major risks
in the hospitality sector. In the context of Hotel The Crown monitors their crisis management
strategies regularly to minimize the negative effects. There are implementation of the strategies
such as they are minimizing human resources and maintenance and taking government helps as
external support. They are conducting research that evaluates various output to deal with natural,
technological and political crises (Trachsler and Jong, 2020). Hotel The Crown also makes
separate funds in order to deal with the crisis.
In the context of Hotel Premier Inn they have implement various strategies in order to
manage the crisis. First of all they are providing safe and clean environment with all the

equipments. They have allocated funds in tackling crisis , if it occur in the near future. Hotel
Premier Inn have the provided effective training to the employees in order to make them prepare
in order to deal with the crisis.
Analyse how change management affects management and leadership skills and styles
highlighting how the pandemic and transformed change management.
Pandemic has changed the whole management structure and the skills in the leadership. It not
only provided challenges that has to face and enhances its working. With the challenges it also
provides opportunities that transform the organisation with the leadership strategies that leads to
progression. It enables the organisation to make organisation culture ready and made them work
in the team. It creates the effective messaging framework within the organisation. Promotes
range of methods for receiving and sharing information . It makes the organisation to implement
various ways to make communication which is clear and easily understandable. Pandemic also
makes the management to foster environment that promotes teamwork and more collaboration.
Critically evaluate how, in response to change, management and leadership skills of crisis
management in the service sector have developed.
In order to develop the service sector with effective management and leadership with crisis
management , there is a need to adapt innovative and informed solutions in the sector. Crisis
management is the sudden and significant negative event that occur as the result of an
unpredictable event. Service sector starts to pay attention on every aspects that makes impact on
the organisation, then communicate regularly with the employees and management to evaluate
any sort of issue in the organisation. In order to minimize damages there is a need to generate
revenue that helps in making generating monetary value. Development of customers trust is also
very important to tackle crisis and this is done by the effective leadership skills such as
communicating well to the teams and provide effective guidance to them.
CONCLUSION
From the above report it is concluded that service and strategy management is very essential
in hospitality industries. As it provides guidance and order in which a business should perform.
This report explains the classical management theories that are Hierarchical structure,
Specialization and Incentives. Then there is a different leadership styles in the context of Hotel
The Crown. The report evaluates the internal and external factors that makes impact on
management and leadership. After the factors there is a discussion of hard and soft skills that

enhances the performance of the organisation. At last it compare the different service industries
with its crisis management strategies.

REFERENCES
Books and Journals
Badibanga, A. and Ohlson, M., 2021. Millennials’ Leadership Skills for Promoting Flow and
Profit in a Business Simulation. Journal of Leadership Studies, 15(2), pp.70-80.
Bavik, A., 2019. A systematic review of the servant leadership literature in management and
hospitality. International Journal of Contemporary Hospitality Management.
Bell, L., 2018. Management skills in primary schools. Routledge.
Berbekova, A., Uysal, M. and Assaf, A.G., 2021. A thematic analysis of crisis management in
tourism: A theoretical perspective. Tourism Management, 86, p.104342.
Bynander, F. and Nohrstedt, D., 2019. Collaborative crisis management: Inter-organizational
approaches to extreme events. In Collaborative Crisis Management (pp. 1-12).
Routledge.
Golensky, M. and Hager, M., 2020. Strategic leadership and management in nonprofit
organizations: Theory and practice. Oxford University Press.
Grubaugh, M.L. and Flynn, L., 2018. Relationships among nurse manager leadership skills,
conflict management, and unit teamwork. JONA: The Journal of Nursing
Administration, 48(7/8), pp.383-388.
Harris, J. and Kelly, D., 2019. Management Skills in Social Care: A handbook for social care
managers. Routledge.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context: The mediating role of climate for creativity. International Journal of
Contemporary Hospitality Management.
Stene, T.M., 2021, September. How to mobilize knowledge-based innovations in service
industries? A tourism example. In European Conference on Knowledge
Management (pp. 731-XXIV). Academic Conferences International Limited.
Trachsler, T. and Jong, W., 2020. Crisis management in times of COVID‐19: game, set or
match?. Journal of contingencies and crisis management, 28(4), pp.485-486.