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Leadership and Management for Service Industry

   

Added on  2021-01-02

14 Pages4909 Words161 Views
Leadership andManagement forService Industry

Table of ContentsINTRODUCTION ..........................................................................................................................1TASK 1 ...........................................................................................................................................1P1 Application of Classical Management Theory in service industry .......................................1P2 Role of leader and various leadership style...........................................................................3P3 Management and Leadership in service sector .....................................................................4TASK 2 ...........................................................................................................................................6P4 Identify internal and external factors that influence management style................................6TASK 3 ...........................................................................................................................................7P5 Hard and Soft skill.................................................................................................................7P6 Future management and leadership skills .............................................................................8TASK 4 ...........................................................................................................................................9P7 Compare different service industry organisations ................................................................9CONCLUSION .............................................................................................................................11REFERENCES .............................................................................................................................12.......................................................................................................................................................12

INTRODUCTION A service industry is any sector which produces value is that primarily intangible such ascustomer service, management, advice, knowledge, design, data and experiences. Some of theindustry which it includes are travel, hospitality, transportation, information technology etc.However, in this sector the main focal point is satisfaction of customer in an effective andefficient manner. For attaining the same, every organisation should have impressive andproductive management and leadership which lead them to obtain profit maximisation with theoptimum utilisation of resources. Apart from this, today's world is full of digital which helpedmany firms to improve their overall performance as well as strengthens their business operationand function. IN regard of this report, Thomas Cook has been considered which is one of theleading company in travel and tourism sector as it founded in the year of 1841 and itsheadquarter at UK. This study includes various classical management theories related to serviceindustry, leader role and leadership style in service sector, examine internal and external factorswhich impact management style and structure of company. Finally, evaluate leadership skill,hard and soft skill for service industry as well as compare various service industry changemanagement and leadership in implementing change. TASK 1 P1 Application of Classical Management Theory in service industry Innovation is not exclusive concept to service firms because these sector are contributingtheir large portion to economic growth as well as in enhancing GDP rate. As this industry is fullybased on customer oriented, for that every organisation should have latest or updatedtechnologies in order to gain competitive advantages (Birasnav, 2014). Apart from this,technology enable company to reduce cost, enhance operational efficiency and improve servicesand customer experience. Moreover, advanced technology benefits customer sand business withimproved communication, reservation and guest service system. In regard of Thomas Cook,being the world's largest travel company yet it faces high level of competition within industrywhich encouraged them to adapt latest technologies in order to attain high productivity andprofitability. Moreover, management and leadership plays a vital role in business function but itis not similar in nature as it contains unique role, purpose which differs them from each other.There are various classical theories which signifies the concept management and leadership more

deeply. Moreover, classical theory states that every manpower has physical and economic needsand the satisfaction of both needs leads to high productivity of company. Therefore, ThomasCook applies some of the classical theories in their business function which is given below: Weber This theory lays down the basic principles of bureaucracy and emphasises the division oflabour, hierarchy, rules and impersonal relationship. As he believes that bureaucracy is betterthan traditional structure because it allow organisation to treat everyone equal and the division oflabour is clearly described among each employee. Some of the principles of Weber theory are asfollows: Division of labour:Each and every individuals has unique potentiality and capabilitywhich a manager should identify or examine properly in order to bring high level of satisfaction.Thus, Thomas Cook manager should determine the ability or interest of each employees andbased on that they must assign roles and responsibilities which help them to build a betterrelationship with employees and enhanced firm's probability ratio. Chain of Command:Managers are organised into hierarchical layers, where each layer ofmanagement is responsible for its staff and overall performance. Thus, Thomas Cook managersshould be not be in bias in nature and treat everyone equally by providing enormous platform togrow. By which, Thomas Cook can enlarge its profit margin and can acquire latest technology intheir business operation without nay hindrances (Fontana and Musa, 2017). Rules and requirements:Formal rules and requirements are required to ensure uniformityso that subordinates know exactly what is expected from them. Along with this, this factor isregarded as predictable element which enable each employees to follow organisational code ofconduct as well as to maintain firm's disciplines. However, Thomas Cook managers should bekeep manpower in their mind while creating rules and policies and there should be no chance ofdiscrimination in any way. So that they can perform their best towards the accomplishment oforganisational goal or objective in an effective and efficient manner. Career Orientation:This is very critical and crucial part of every organisation as itsignifies that placing right candidate on correct place in order to control over labour turnover andabsenteeism. It is fully based on individuals skills, capabilities, abilities or talents which definetheir job profile and enlarge company's productivity. Hence, Thomas Cook's managers mustanalyse the interest or potentiality of each manpower and provide them proper training in order

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