Leadership and Management for Service Industry (Unit 5)

This report evaluates the different classical management theories and leadership styles in the service industry context. It analyzes the management and leadership styles in Premier Inn and investigates the internal and external factors that influence management styles and structures in Premier Inn. It also evaluates current and future management and leadership skills important for the service sector.

Leadership and
Management for Service
Industry (Unit 5)
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Table of Contents
INTRODUCTION ..........................................................................................................................1
P1 Assessment of different classical management theories .................................................1
P2 Explain the role of the leader and different leadership styles in a service sector industry
context....................................................................................................................................2
P3 Review the management and leadership styles in a Premier Inn ....................................4
M1 Analyse management and leadership styles in a Premier Inn.........................................7
D1 Evaluate a specific organisations current management and leadership styles making links
to theorists and providing evidence of organisational practice .............................................7
P4 Investigate the internal and external factors that influence management styles and
structures in a Premier Inn organisation ................................................................................7
M2 Analyse the internal and external factors that influence management styles and structures
in a Premier Inn organisation identifying strengths and weaknesses ...................................8
D2 Critically analyses how specific management styles have been influenced and changed by
internal and external factors ..................................................................................................9
P5 Current management and leadership ‘hard and soft’ skills...............................................9
P6 Future management and leadership skills required by service sector and how they can be
achieved 300.........................................................................................................................10
M3 Evaluate current and future management and leadership skills that are important for the
service sector ......................................................................................................................11
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed..............................................................................................12
P7 Compare and Contrast different service industry organisations change management
systems and leadership in implementing change .................................................................12
M4 Analysing how change management affects management and leadership skills and styles
..............................................................................................................................................14
CONCLUSION..............................................................................................................................15
REFERENCES ............................................................................................................................16
Kindly consider the following guidelines to make changes in the assignment.
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INTRODUCTION
Leadership and management in the hospitality industry play a very important role in the
effective processing of business activities along with the consideration of business essential
factors (Azad and et.al., 2017). As nowadays due to the developing standards of corporate social
responsibility and sustainability leaders and managers of the organisation have to manage and
accomplish their organisation tasks and activities according to the sustainability standards and
satisfaction. Sustainability in the hospitality industry is a very important part of leadership and
management in the context to which leaders have to understand the principles of sustainability
and address its environmental, economic and social culture aspect. For organisation success and
sustainable value management. There are the different leadership and management, theories and
styles which are connected to the different factors of the business environment which are
influencing the different management styles and structures in context to the suitability in the
service organisation. Hotel Premier Inn is the largest hotel brand and providing the best
convenience or values beyond their promise of good accommodation and logistic services. This
is having over 800 hotels across the UK, headquarters in Dunstable, England, UK. In this report
evaluation of the classical management theories and leadership style is done along with the
analysis of leaders roles, the leadership and management styles and how the internal-external
factors impacting the leadership and management styles in context to sustainability.
P1 Assessment of different classical management theories
Classical management theory is based on the concept of belief of workers physical and
economical needs, this theory was developed in the 19th century. This theory is giving
importance to the employee's needs in context to the improvement of their performance and
efforts. These theories aid to effectively manage the employee’s performance with effective task
and work role division (Gillam, 2021). There are the different types of the classical theory given
below in context to the selected organisation.
Scientific Theory by Frederick W. Taylor- According to this theory the optimization
and simplification of the job and task will help in higher productivity. This also gives
importance to the cooperative work and efforts of workers and managers. There are the four
important principles of theory as the rule of thumb, harmony, not discord, cooperation, not
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individualism and development of each and everyone within the organisation. Premier Inn can
apply these principles for the effective improvement and management of sustainability within the
organisation.
Administrative Theory by Henri Fayol- This theory is involving the 14 principles of
administrative management, according to this theory organisation, managerial practices are
important for driving the interpretation and effectiveness of the organisation (Putri, Mirzania and
Hartanto, 2020). This theory is indicating the importance of internal activities management
within the direction of administrative principles. According to this theory, the scientific
forecasting of the internal activities is important and this should be done by dividing activities
into six broad activities. Such as Premier Inn can divide their internal activities into technological
(this activity focus on the production of products), commercial ( this should focus on selling,
buying and exchange), financial ( manage right use of capital), security (employees protection),
accounting (management of the investment) and managerial ( planning, organizing, leading and
coordinating) activities. Then in context to the achievement of business objectives, there are the
five elements of the management in which the manager of the company should engage such as
planning, organizing, commanding, coordinating and controlling, manager of the Premier Inn is
successfully engage in all these elements due to which they saved £100,000 and increase in its
recycling of waste from 72 per cent to 89 per cent, in context to sustainability.
Bureaucratic Theory by Max Weber- This theory illustrates that human activities is
can be effectively organized with the bureaucracy. This is the systematic process that is essential
for the management of maximum efficiency. In context to the Premier Inn, this theory is can be
effective for the right application of the power, such as traditional, charismatic and legal power.
To make or manage a formal hierarchy structure. Which should involve formal rules,
specialization, equality, recruitment based on qualification and skills.
Human Relations Theory by Elton Mayo- According to this theory peoples are
important for the productivity and success of the organisation. So in context to the management
of higher performance and productivity within the organisation that is important for the leader to
manage a positive relationship with their subordinates. Premier Inn should implement this
theory and leaders must understand their subordinate group relationship, along with the
management of a holistic environment to get the best results.
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P2 Explain the role of the leader and different leadership styles in a service sector industry
context
Business is incorporating various managerial activities and roles but along with this for
the accomplishment of manager planes, other important sets of the activities are related to the
leaders. In context to the achievement of each business task which directed by the manager and
have to accomplish by the team, leader of the team play an important role concerning the
furthermore directions, alignment and motivation, with the application of appropriate leadership
style. Below is a brief illustration of the leader’s roles and leadership styles in context to the
selected organisation.
Provide direction
For the smooth running of the business task and activities that are important for the
organisation leader to provide clear direction (Örtenblad, ed., 2018).
Establishment of a clear vision - Premier Inn leader most important role in establishing
a clear vision, such as leader has to explain to the team about business objectives, opportunities
and what action they can do to meet those goals.
Strategies development- In context to the effective task and activities flow leaders have
to develop effective strategies, which can help to attain possible results. Such as the Premier Inn
leader role in context to the management of sustainability in each business activities, is to make
the best strategies that involve sustainable moves and actions.
Change and strategies management- The new strategies of the team action plan
influencing the implementation of new changes in the team workplace and performance criteria.
So in context to this situational Premier Inn leader role is to help the team to cope with new and
positive changes (Al Mosawi, 2017).
Align people
Communicate the direction- To make tasks and activities alive or clear for the team that
is the responsibility of a leader to communicate the direction. such as the leader of Premier Inn
should explain the team members role with specification, commitment, understanding,
motivation and guidelines.
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People engagement- That is the leader role to engage employees in their work by
helping them to choose the appropriate task for them according to their skills.
Build commitment – In context to the achievement of important time-bounded tasks that
is the leader responsibility to take the commitment of team members for task accomplishment.
Motivation
Coach and empower- For the achievement of goals and business objectives within the
right time that is an important role of the leader to empower the team with effective coaching.
Such as in context to the organisation sustainability projects Premier Inn leader have to motivate
their team with the best supportive training (Al-Ali and et.al., 2017).
Recognise and rewards – Employees performance get affected by their physical and
economical needs so to get the best performance that is an important role of the Premier Inn
leader to motivate the team with the best reward and recognition according to their eligibility.
Leadership style
Laissez-faire- This is the type of leadership style according to which leaders possess the
attitude of trust. In this type of leadership approach leader not involve and participate with the
team, the leader provides the essential tools and resources, authority for the accomplishment of a
task. Leaders expect the team members to solve their problems and conflict. Premier Inn can
use this style due to its benefits in the high job satisfaction, creativity and freedom to workers.
But this can be ineffective in terms of accountability and poor time management.
Autocratic- This is another type of leadership style, under which leader make their own
decision for every situation. All decisions of the leader are based on their experience and ideas.
Premier Inn can use this leadership approach in context to the management of the highly
structured environment for sustainability programs, this will also help in the definition of clear
rules and processes.
Democratic/Participative- This is one of the most effective leadership styles which aid
to effectively accomplish the task and achieve the best results. Under this type of leadership,
approach leaders encourage the participation of each team member in the process of decision
making. Hotel Premier Inn leaders can adopt this leadership approach to increase morale and job
satisfaction, team relationship development, increase the level of commitment and get more
viewpoints for effective problem-solving. In context to the organisation objective of
sustainability in hospitality will effectively achieve.
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P3 Review the management and leadership styles in a Premier Inn
Hotel Premier Inn is the highest brand in the hospitality industry that is flowing the
Situational leadership approach for organisation management and the leadership style of the
organisation is democratic. Such as organisation structure is working effectively for the
subordinated job performance by effective job role structuring, goal setting, direction and
deadlines. On the other hand, the organisation is assuring the employee's job satisfaction with
friendly behaviour. Hotel Premier Inn can improve its management style with the
implementation of scientific management theory.
Hotel Premier Inn is using the Situational leadership approach which is involving the
effective concept of leadership according to which leadership style should be selected based on
the specific situation. According to this theory, the organisation should focus on the task and
activities to choose the appropriate leadership style. Premier Inn is using this leadership theory
for effective team management according to the situation, this theory is involving furthermore
four types of leadership styles such as directing, coaching, participative and delegating. All these
leadership approaches are effectively implemented by the organisation in context to the effective
management of the team along with the new changes. As currently, the organization is working
for new sustainable practices and actions along with the help of situational leadership style.
(Farrell, 2017).
The most frequently participative leadership style is used for strong commitment and
performance along with the employee's job satisfaction. Such as Premier Inn successfully
implemented the standards operating procedure with the aid of participative leadership approach.
Through which lead explain the importance of sustainability and its policy implementation.
Team and leaders had collectively developed sustainability accomplishment strategies with a
brief consideration of task procedure. They are continuously working on the discussion of
innovative sustainability approaches (Zhong, 2017).
Within the application of this Scientific theory, an organisation can effectively manage
their structure and business objective, such as there are the different principles of effective
management that can be implemented by the Premier Inn for best management
practices(Allan,2019). For the effective management of the new waste management and
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pollution control action plans leader of the Premier Inn can implement the rules of the Scientific
theory like (note rule of thumb), (harmony), (not discord), (cooperation), (not individualism )
and development of the each one within the organisation. This helps to manage a productive
work environment with strong commitments.
M1 Analyse management and leadership styles in a Premier Inn
It has been critically analysed that Premier Inn leadership and management styles are
Situational leadership approach which is helping the organisation to effectively meet their
sustainability plan and this is now working with the participative leadership style in context to
the new sustainable approaches of waste management.
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D1 Evaluate a specific organisation's current management and leadership styles making links to
theorists and providing evidence of organisational practice
It has been evaluated that From the classical theories and situational theories of
management and leadership the current leadership style of the Premier Inn is participative and
the management style is Scientific Theory, as an organisation has recently achieved success in
the sustainability activities with participative work and new techniques sustainable activities like
waste management.
P4 Investigate the internal and external factors that influence management styles and structures
in a Premier Inn organisation
In the context of the organisation management style and structure, there are variously
internal and external factors that have to consider for the selection and implementation of the
best management style (Ulvenblad and Cederholm Björklund, 2018). Below is a detailed
explanation of the management style influencing factors concerning the Premier Inn.
Internal factors
Various internal factors influence the management styles and activities such as the
organisation structure and policies.
Structure of the organisation: The manager responsibilities are related to the
organisation business models and strategies. As the organisation structure of the Premier Inn is
divisional according to which organisation is having two managing directors from which one is
legal advice and other is operational activities adviser which is involving the furthermore
functional department under the divination. So all these elements of the business structure are
influencing the management style because according to each division and department managers
have to make their actions and efforts with a selection of appropriate management styles.
Premier Inn is using Scientific management and participative leadership style.
Culture of the organisation: The organisation values and cultural policies are also
influencing the management style, such as the cultural rules of equity, respect and commitment
are influencing the manager to make the selection of style which should meet these aspects of
cultural policies.
Employee engagement and commitment: An organisation that is important to get the
best engagement of employees in selective tasks and activities for goal achievement. So in
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context to the concern of this factor managers have to choose a management style that
encourages the employee's engagement.
External factors
Business organisations in context to the achievement of business goals with effective
performance have to manage various external factors and the management style should be
appropriate to manage those external factors. In context to the Premier Inn explanation of the
external factors are given below.
Managing diverse talent, stakeholders and customers- For the accomplishment of the
different business tasks that are important to manage different talent within the organisation and
for the effective growth that is important to satisfy organisation stakeholders. At the initial stage
that is the responsibility of the manager to manage all these external factors by adjusting their
management style (Alam, 2020S).
Move from best practices to customised practices- Customers and social trends are
changing and moving towards the customised services and in context to the management of this
external factor managers of the organisation have to adjust their management style and plans.
Which should involve the direction for customizing practices.
Digital and Innovative Disruption- One of the key external factors which are
influencing the business management style is digitalization and innovation. This work is both an
opportunity and a threat for the organisation. For Premier Inn, innovation and digitalization
improve the operation efficiency but its cost lead to commutative loss. So in context to the
balancing of innovation within organisation managers have to make selective management style
implementation (master, 2018).
M2 Analyse the internal and external factors that influence management styles and structures in a
Premier Inn organisation identifying strengths and weaknesses
It has been analyzed that Premier Inn management style is influenced by some external
factors like diverse talent, customized practices, stakeholders and customers, Digital and
Innovative Disruption, Structure of the organization, Culture of the organization, employee
engagement and commitment. These factors influence the organization to make new changes to
meet the competitive stage. Premier Inn strength is their innovative approaches to the
management and effective organization structure along with the best engaging team. The
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weakness of the organization is related to the inappropriate approaches to cultural diversity
management.
D2 Critically analyses how specific management styles have been influenced and changed by
internal and external factors
It has been critically evaluated that The external factor like the need of operational
changes in context to the sustainability activities of waste management has influenced the
modification of Premier Inn democratic management style with new skills, plans and activities
along with the modification of business strategies (Papakitsos and Argyriou, 2017). for
example, the organization is now using the participative style for their suitability plan.
P5 Current management and leadership ‘hard and soft skills
Explantation of hard and soft leadership skills
Skills is defined as the ability of an individual which allows him to perform better and achieve
desired goals and objectives effectively. It is basically the capabilities of the person which
motivates him or her to perform better, there are two types of skills hard skills and soft skills.
The hard skills are the kind of skills which are enhanced through an individuals learning
abilities , acquired through practices and education, helps in enhancing the overall productivity
and efficiency of a person also these kind of skills can be measured. whereas the soft skills are
generally less defined skills limited to not only one job but applied universally. In context to
Premier Inn, the hard and soft skills of leaders and manager are mentioned below:
Leadership skills assessment
Leadership skill: The leadership skills involves ability to lead and effectively influence
the team members towards achieving desired goals and objectives. In context to Premier Inn
hotel, leaders needs to have leadership skills as soft skills in order to effectively lead and
motivate their team members.
Communication skill: The communication skill helps the leader to effective
communicate and transfer their ideas and information to other. The communication skills will
help the leaders of premier in hotel to communicate essential policies and rules to the team
members, also allowing them the effective flow of communication in the organisation.
Project management skills: It is one of the essential hard skill required by the leader in
order to handle the project and also effectively carry out various projects involved in the business
organisation. This skill will help the leader of the chosen hotel to effectively carry out the hotel.
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Computer skills: This skill allow the individual to effectively use software and hardware,
with increasing use of technology, for an leader at the chosen hotel this skills will allow the
leader to effectively work on the computer.
Management skills assessment
Teamwork skill: In order to achieve desired goals and objectives collectively and
maintain collaboration among the team, the team work skills is very essential for the manager,
this skill will allow the leader to effectively manage their team and employees.
Problem solving skills: It is one of the essential skill required by the individual in order
to solve the problems also effectively handle the complex situation. It is considered to be a soft
skill allowing the manager of the chosen hotel to handle complex situation and solve it.
Management skills: It is one of the most essential skill required by the leader in order to
effectively manage employees and the various activities also allowing the manager of the
manager of Premier to manage overall activity of the hotel which leads to enhancing overeall
performance.
Presentation skills: It is one of the essential skill required by the manager in order to
effectively present their ideas and thoughts to the target audience and the team members without
any kind of misunderstanding. In case of Premier Inn hotel, manager with this skills will be able
to present their ideas more clearly and effectively.
P6 Future management and leadership skills required by the service sector and how they can be
achieved
The business environment is changing with new external factors and technological
development and to sustain in the market, Premier Inn have to focus on the development of
future management and leadership skills. Below are some new management and leadership skills
in context to the selected organisation.
Technology management skills: These are the skills that focus on the planning and
optimization of technological processes and services in context to the employees' advancement.
This future skill is involving the furthermore collective skills of management which can be best
for developing business environment management. That is involving strategic thinking, effective
project management skills, strong communication along with the development of programming
language, technological writing, data analysis. Premier Inn managers can achieve this with the
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effective approach of technological research and business skills improvement project (Dani,
2019).
Diverse team management skills: The continuous development of the organisation at
the global level is increase the size of the team and to manage the diverse team of an
organisation that is important to develop different diversity team management skills. Such as
inclusiveness, fairness, celebration of different diverse cultures, effective safety and
communication. In context to the achievement of this skill Premier Inn manager can take
challenges of different cultural team management along with the effective system planning,
polices development, education and resources assembling for management of a diverse team.
Transparency: This is one of the most important factors or skills which involves the
implementation of clarity and transparency in all actions and strategies of the organisation. Such
as employees of the Premier Inn can see and understand all actions and business plans along with
their development strategies. This helps prevent conflict and organisation value development
along with the employees higher productivity. To develop this skill managers of the organisation
have to analyze transparency legislation and standards along with modification of organisation
policy.
Understanding trends: The business environment is continuously changing and the
social factor, which is most important in organisation business plan is changing with new trends
and to effectively manage the new trends within hospitality services of Premier Inn managers
and leaders have to work on their marketing research strategies and customers analysis practices.
With effective customers analysis and research, these skills can effectively achieve (Barrand
Dowding, 2019).
M3 Evaluate current and future management and leadership skills that are important for the
service sector
It has been critically evaluated that In context to the effective management of business
within a future environment that is important to develop some new leadership and management
skills such as transparency, diverse team management skill, technology management skill,
understanding trends.
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D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed
It has been critically evaluated that in context to the hospitality industry such as in
Premier Inn response to the changes of management and leadership skills is developed by the
influence of development technology, innovation and environment changes. They have adapted
the innovative approaches and creative teamwork management strategies and participative skills
of leadership in context to their new suitability and social corporate management strategies.
P7 Compare and Contrast different service industry organisations change management systems
and leadership in implementing change
Managing changes is an important part of the business function and management
activities to meet the business goals with effective management of each business influencing
external factors. Leader and manager are having their different roles and responsibility in the
context to change management, which is effectively achieved with the aid of different models
and approaches.
Lewin’s 3 Stage Model of Change
This is the three-stage model of change management which helps to effectively
inform, implement and manage the new changes within the organisation. Such as those
three important steps of change management are Unfreeze, Change and refreeze, all these steps
should effectively implement by the Premier Inn in context to the implementation of their new
suitable business plans.
Unfreeze- According to Lewin human behaviour get affected by the new changes and in
context effective management of team within new changes and strategies. That is important for
Premier Inn to unfreeze the older plans and strategies, by developing the awareness and
knowledge of the staff about new changes and their importance. This can be done by talking
with the stakeholders regarding new changes and support, communicate with each member of the
organization with a long term vision of change.
Change- This is the second stage of the change management under which Premier Inn
leaders and managers have to implement changes after the unfreezing of previous plans and
strategies. And to do this leaders have to should implement an effective leadership style for the
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effective communication, empowerment and engagement of the team in new change
implementation or management.
Refreeze- This is the final stage of change management which involves the complete
implementation and freezing of the new strategies and actions plans. Such as Premier Inn
should refreeze their new sustainability standards by merging new changes into the culture and
policies of the organization, offer training and support to the subordinates and calibrate success.
Approaches for effective leadership in context to managing change
There are two important strategies or styles of leadership that aid to effectively manage
the changes within organisation activities and team performance.
Situational approach - This is the leadership approach which is illustrating four
different types of leadership styles in context to the team management within the different
situations and due to this that is appropriate for change management. According to this theory,
the leader should adopt and implement a style based on the surrounding needs. Such as that is
involving, supportive, directive, coaching and delegating leadership style which helps to lead the
team differently according to the situational requirements.
Transformational approach- This is another important leadership approach that helps
in the development of new changes in team performance according to external factors. This
focus on the development of innovation change goals in subordinates minds along with the
effective support throughout the complete process of change and innovation achievement.
Approaches for effective management in context to change management
Task-orientation approach: In context to the management of changes within managerial
activities and plans, the manager can implement a task-oriented approach. This approach is
involving the step by step planning and management of new changes within organisation
strategies and plans. This involves rigid schedules, specific change outcome prioritization and
formulation of the new plans for employees roles and achievements (Peters, 2018).
Relationship-orientation approach: This is another important management approach
which is involving the management of changes within the organisation according to the team
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member’s relationship and stakeholders relationship. In this approach, managers use the
motivation, support and well-being management activities and action in context to the
management of changes with positive and motivating efforts of the employees.
Effective leadership
approaches
Premier Inn
Hotel Hilton
Situational approach This hotel is effectively using
a situational approach along
with the implementation of
selective leadership styles to
manage the new changes.
Such as participative in context
to decision making of new
change implementation,
directive for the final
implementation and
management. Such as in
context to the implementation
of the sustainability activities
organisation leader used the
participative approach.
This hotel is using a laissez-
faire management style for
team leadership. But in context
to the change management
organisation is using the
directive style of situational
approach. Such in their
suitability planning they
implement situational
approaches according to the
work environment and
requirement.
Transformational approach In this hospitality organisation,
the transformational approach
is used in context to the
effective management of team
performance for the
implementation of new
changes along with the
knowledge of environmental
protection and awareness.
The organisation has been
implemented the
transformational approach in
context to the selective
activities of change
management.
Effective Management Premier Inn Hotel Hilton
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Approaches
Task-orientation approach: Premier Inn has effectively
used the task-orientation
management approach for new
sustainability activities and
task implementation. By the
step by step process of a
selected period for each task.
Hotel Hilton is good at change
management because they are
effectively implementing the
task-orientation management
approach. Such as in the
context of waste management
and new activities
implementation, organisations
have used the step by step
approaches.
Relationship-orientation
approach:
Organisations in context to
their employee's safety and
satisfaction also used this
relationship-oriented approach.
Through which they have
effectively coordinated with
employees motivation for new
changes and support.
Hotel Hilton relationship
orientation approach is
effective in context to the
effective support of the team at
each step with the best training
and guidance (Dugan, 2017).
such as organisations use this
approach for the team
motivation and encouragement
in context to new changes of
sustainability.
M4 Analysing how change management affects management and leadership skills and styles
It has been critically evaluated that implementation of the new changes like waste
management and new stability activities within Premier Inn operational activities, influence the
modification and changes of the leadership and management styles, by developing and increasing
the needs of different leadership and management support according to new activities and
changes. such as the needs of the situational based and new leadership approaches, increase the
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requirement of leadership skills improvement and implementation according to the new
sustainability plans. (Luu, 2019).
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CONCLUSION
From the above study, it has been concluded that leadership and management style within
the service industry is influenced by the internal and external factors of the business
environment. Such as organisation structure, culture and employees and the external factors are
stakeholders, diverse talent, customised practices and Innovative. That is important to
implement management and leadership styles according to the changing factors to get the best
results in business objectives and sustainability approaches. There are different types of
management and leadership styles that can be selected based on environmental analysis and
organisation needs. Such as the Classical management theories, Scientific Theory,
Administrative Theory and the leadership styles are Laissez-faire style, autocratic, democratic
along with some leadership approaches such as situational leadership, transformational
leadership etc. in context to the achievement of all goals and objectives that is important to
choose best leadership styles such as participative, which should meet the standards of leadership
role. Some of the essential leadership roles are provided direction, align people, motivating. In
context to effective leadership and management, various hard and soft skills should be developed
or used by the leaders and managers such as communication skills, teamwork skills, self-
awareness skills, emotional intelligence skills etc. but within changing environment there is a
need for new skills development such as technology, understanding trends and innovation. In
context to effective change management leaders and managers of the organisation can use
transformational and task-orientation approaches.
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