Leadership and Management for Service Industry (Unit 5)

Leadership and
Management for Service
Industry (Unit 5)
1

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.
2

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
3

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.
4

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.
5

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.
6

Leadership and Management
for Service Industry

Contents
Introduction......................................................................................................................................3
Review classical management theories and leadership style...........................................................4
Explain the role of the leader and different leadership styles in a service sector industry context. 6
Review the management and leadership styles in a specific service sector organization...............9
Analyze management and leadership styles in a specific service sector organization in relation to
organization structure and culture..................................................................................................11
Factors that influence different management styles and structures in a service industry context. 12
Analyze the internal and external factors that influence management styles and structures in a
selected service industry organization identifying strengths and weaknesses...............................15
Assess current, future management and leadership skills for the service sector...........................16
Discuss future management and leadership skills required by the service sector and how these
can be achieved..............................................................................................................................20
Evaluate current, future management and leadership skills that are crucial for the service sector
........................................................................................................................................................22
Compare and contrast different service industry organizations, change management systems and
leadership in implementing change...............................................................................................24
Conclusion:....................................................................................................................................28
References:.....................................................................................................................................30

Introduction
Most will not have a direct view of the escape with the possibility of knowing that it could come
in the Great Pacific Garbage Patch, a convenient garbage collection site that covers many miles.
And they will not feel comfortable booking a trip associated with an association that is known
for ruining the prosperity of a nearby economy. Living to the point of hurting others to gather
their necessities does not agree with too many people. Management - the careful use of assets
with the intention that they are not used or damaged - plays an important role in a friendly
business. The success of lodging organizations depends on their general and socially attractive
savings that encourage tourists to visit their facilities. Failure to do so has consequences. In 2018,
the Thai government closed the most famous beach, Maya Bay, for a long time every day a tour
of 5,000 tourists ended up consuming most of its corals and ruining the beauty that attracts
people to the region. Neighbors’ management of the tourism industry has left the business. With
the right authority, neighboring organizations can adopt appropriate business practices. The
unscrupulous management of friendly pioneers can also improve efficiency and attract a growing
number of clients seeking natural and social resources with the authorities. Seeking online
authority and the level of management or announcement can find professionals who are ready to
lead their organizations to improve with the preservation of neighbors. This report will based on
two different hotels examining their style of management this report will tell about hospitality
industry with relation to management skills. It will compare two different organizations ABC
and EFG
Review classical management theories and leadership style
Scientific theory by Fredrick W. Taylor:
While Frederick theory makes the most successful experts, it has no flaws. Frederick Taylor's
logical management theory also called the old-style hypothesis of the board, emphasizes
performance, similar to Max Weber. However, according to Taylor, unlike representatives who
criticize each slide, businesses should compensate employees for more performance."The main
goal of the executives should be to achieve greater business potential, combined with greater
prosperity than all other representatives, while the hypothesis works for skilled workers, it is not

without imperfections. A large number of these sub-jobs are modest, making employees feel like
part of a mechanical production system, in contrast to the new rise in their team. Besides, good
performance at the moment is an important result regarding training and by depending on
business, the hypothesis might an unusual increase in organizations today. Four levels of theory
are:
Employees' work will generally be clear and refined, and their assignments are important and
tedious. Managers ensure that everyone working under them does their job successfully; and if
the practice is more profitable, employees are prepared to do their job. In any case, at Taylor,
everyone who works takes a critical part in the organizational process.
Those employees are then adjusted by the board (Caramela, 2018).
Administrative theory by Henri Fayol:
The board control hypothesis focuses on rules that can be used by supervisors to conduct internal
association practices. The most notable scholar was Henri Fayol. Fall noted the suspension and
decided to use it as a disgrace to the management. He acknowledged that authoritative
governance was essential to driving the organization's sustainability and effectiveness. While the
defenders of rational administration made laws that could help individual experts by playing
their roles more effectively, the idea of stewardship crept into the rules that could be used by
chiefs to carry out internal functions of the organization. The most notable of these was that of
Henri Fayol. Henri Fayol (1849-1925), a French businessman and European diplomat. Henri
Fayol is known as the Father of Management and developed a complete vision of management
and besides, set 14 Management standards. Fayol was kept secret from American directors and
investigators until his most important work, "General and mechanical management", was
translated into English in 1949. These 14 levels of management are used to deal with the
organization and are helpful in anticipation, planning, empowerment, integration, and rotation of
the board, control, and coordination.
Bureaucratic Theory by Max Weber:
Governing bodies have been formed since the formation of culture as a result of the associated
changes: With the construction of the culture, the pioneers send out the obligations and can
change them at any time. However, in the long run, this changed and there were more relevant
details of the purview areas alongside distributing experiments as actual obligations. In a

management association, their subordinates follow the management's request but can still apply.
Then again, in the formation of culture, authority spread. The rules are perfect, stable, and staff
can read them without any problems. Besides, the organization records them in permanent form.
Individual property is separated from work property (Anon., 2020). Additionally, creative or
systemic methods have a place in the workplace. The choice of officials depends on the power
and order of the specialist and not on the political race. Besides, the authorities receive
compensation as payment for their work. The officer is taken for a probationary period and after
that provides a stable environment with the organization. This protects her from deliberate self-
justification.
Human Theory by Elton Mayo:
In the 1920s, Elton Mayo, an Australian physician, and authorized specialist began his
experiment with social behavior in circles and what it means to work in the Hawthorne area.
Mayo started experimenting with plants in 1924 at Hawthorne i.e.,Hawthorne test. In attendance
has been many dissatisfactions among the 30 thousand employs at the Hawthorne ranches in
Chicago over the most recent twenty years of the absolute a century ago (By, 2021). Elton Mayo
and his colleagues, including Fritz Roethlisberger, drove the test into varying occupation
situations. Mayo acknowledges that experts are concerned about money and can be better
motivated to meet their social needs while at work. The most notable manager is the placement
of representatives working in health care working in circles or groups.
Explain the role of the leader and different leadership styles in a service sector industry context
Motivation:
It’s the leader’s responsibility of coaching with empower staff at all levels of the organization
and to recognize and reward As a pioneer, a supervisor should make sure that the business has
the moral and ethical standards that it requires of its representatives. Appreciation and rewards+
+49
are important incentives that motivate a person to achieve a good goal. If consent is granted to a
person, it must specify the specific demonstration or quality with which the person is
compensated. Being a good role model is also an important spark that helps people achieve their
goals. The pioneer should give specific instructions to ensure that the relative can improve and
achieve their goals (Liang, Chang, and Lin, 2017). Encouraging people to participate in the

Contents
Introduction..........................................................................................................................................3
Review classical management theories and leadership style...............................................................4
Explain the role of the leader and different leadership styles in a service sector industry context......6
Review the management and leadership styles in a specific service sector organization....................9
Analyze management and leadership styles in a specific service sector organization in relation to
organization structure and culture......................................................................................................11
Factors that influence different management styles and structures in a service industry context......12
Analyze the internal and external factors that influence management styles and structures in a
selected service industry organization identifying strengths and weaknesses...................................15
Assess current, future management and leadership skills for the service sector................................16
Discuss future management and leadership skills required by the service sector and how these can
be achieved.........................................................................................................................................20
Evaluate current, future management and leadership skills that are crucial for the service sector....22
Compare and contrast different service industry organizations, change management systems and
leadership in implementing change....................................................................................................24
Conclusion:.........................................................................................................................................28
References:.........................................................................................................................................30

Introduction
Most will not have a direct view of the escape with the possibility of knowing that it could come in
the Great Pacific Garbage Patch, a convenient garbage collection site that covers many miles. And
they will not feel comfortable booking a trip associated with an association that is known for
ruining the prosperity of a nearby economy. Living to the point of hurting others to gather their
necessities does not agree with too many people. Management - the careful use of assets with the
intention that they are not used or damaged - plays an important role in a friendly business. The
success of lodging organizations depends on their general and socially attractive savings that
encourage tourists to visit their facilities. Failure to do so has consequences. In 2018, the Thai
government closed the most famous beach, Maya Bay, for a long time every day a tour of 5,000
tourists ended up consuming most of its corals and ruining the beauty that attracts people to the
region. Neighbors’ management of the tourism industry has left the business. With the right
authority, neighboring organizations can adopt appropriate business practices. The unscrupulous
management of friendly pioneers can also improve efficiency and attract a growing number of
clients seeking natural and social resources with the authorities. Seeking online authority and the
level of management or announcement can find professionals who are ready to lead their
organizations to improve with the preservation of neighbors. This report will based on two different
hotels examining their style of management this report will tell about hospitality industry with
relation to management skills. It will compare two different organizations ABC and EFG

Review classical management theories and leadership style
Scientific theory by Fredrick W. Taylor:
While Frederick theory makes the most successful experts, it has no flaws. Frederick Taylor's
logical management theory also called the old-style hypothesis of the board, emphasizes
performance, similar to Max Weber. However, according to Taylor, unlike representatives who
criticize each slide, businesses should compensate employees for more performance."The main goal
of the executives should be to achieve greater business potential, combined with greater prosperity
than all other representatives, while the hypothesis works for skilled workers, it is not without
imperfections. A large number of these sub-jobs are modest, making employees feel like part of a
mechanical production system, in contrast to the new rise in their team. Besides, good performance
at the moment is an important result regarding training and by depending on business, the
hypothesis might an unusual increase in organizations today. Four levels of theory are:
Employees' work will generally be clear and refined, and their assignments are important and
tedious. Managers ensure that everyone working under them does their job successfully; and if the
practice is more profitable, employees are prepared to do their job. In any case, at Taylor, everyone
who works takes a critical part in the organizational process.
Those employees are then adjusted by the board (Caramela, 2018).
Administrative theory by Henri Fayol:
The board control hypothesis focuses on rules that can be used by supervisors to conduct internal
association practices. The most notable scholar was Henri Fayol. Fall noted the suspension and
decided to use it as a disgrace to the management. He acknowledged that authoritative governance
was essential to driving the organization's sustainability and effectiveness. While the defenders of

rational administration made laws that could help individual experts by playing their roles more
effectively, the idea of stewardship crept into the rules that could be used by chiefs to carry out
internal functions of the organization. The most notable of these was that of Henri Fayol. Henri
Fayol (1849-1925), a French businessman and European diplomat. Henri Fayol is known as the
Father of Management and developed a complete vision of management and besides, set 14
Management standards. Fayol was kept secret from American directors and investigators until his
most important work, "General and mechanical management", was translated into English in 1949.
These 14 levels of management are used to deal with the organization and are helpful in
anticipation, planning, empowerment, integration, and rotation of the board, control, and
coordination (Anon., 2020).
Bureaucratic Theory by Max Weber:
Governing bodies have been formed since the formation of culture as a result of the associated
changes: With the construction of the culture, the pioneers send out the obligations and can change
them at any time. However, in the long run, this changed and there were more relevant details of the
purview areas alongside distributing experiments as actual obligations. In a management
association, their subordinates follow the management's request but can still apply. Then again, in
the formation of culture, authority spread. The rules are perfect, stable, and staff can read them
without any problems. Besides, the organization records them in permanent form. Individual
property is separated from work property. Additionally, creative or systemic methods have a place
in the workplace. The choice of officials depends on the power and order of the specialist and not
on the political race. Besides, the authorities receive compensation as payment for their work. The
officer is taken for a probationary period and after that provides a stable environment with the
organization. This protects her from deliberate self-justification.

Human Theory by Elton Mayo:
In the 1920s, Elton Mayo, an Australian physician, and authorized specialist began his experiment
with social behavior in circles and what it means to work in the Hawthorne area. Mayo started
experimenting with plants in 1924 at Hawthorne i.e.,Hawthorne test. In attendance has been many
dissatisfactions among the 30 thousand employs at the Hawthorne ranches in Chicago over the most
recent twenty years of the absolute a century ago. Elton Mayo and his colleagues, including Fritz
Roethlisberger, drove the test into varying occupation situations. Mayo acknowledges that experts
are concerned about money and can be better motivated to meet their social needs while at work.
The most notable manager is the placement of representatives working in health care working in
circles or groups.
Explain the role of the leader and different leadership styles in a service sector
industry context
Motivation:
It’s the leader’s responsibility of coaching with empower staff at all levels of the organization and
to recognize and reward As a pioneer, a supervisor should make sure that the business has the moral
and ethical standards that it requires of its representatives. Appreciation and rewards are important
incentives that motivate a person to achieve a good goal. If consent is granted to a person, it must
specify the specific demonstration or quality with which the person is compensated. Being a good
role model is also an important spark that helps people achieve their goals. The pioneer should give
specific instructions to ensure that the relative can improve and achieve their goals. Encouraging
people to participate in the planning and importance of motivational goals motivates them, but
besides shows the complexity of the dynamics. The pioneer should always reassure his subordinates
that they value playing their roles as a team and making their arrangements for the organization.

The leader must make the delegates feel that they are playing a vital role in the success and
prosperity of the organization. This convincing angle enables them to achieve goals.
Supervising in Direction:
David Scholz, head advertising official of Leger Marketing, a Canadian survey, with the
importance of promoting a company with more than 600 representatives, emphasizes why
transparency is an important skill for pioneers, an event with no one to advise we, we will set topic;
the result is 100 employees traveling 100 miles. The pace of progress is rapid and all authorized
pioneers and the group should have the option to continue to explain where that work is going, why
this is important, how everyone
Align people:
In extremely honest terms the executive team is prepared when all people from the partnership are
in a position to unite to achieve a common cause. The most promising organizations, Star Model,
have hired enthusiastic staff for their concealment skills, instead of the current skills. For a long
time in line, it was the organizations that worked on Star Models and commitments that used to
produce, completing the start of public stock donations in front of others. A 1990 survey of
emerging firms in Silicon Valley revealed four models of board employees in the technology
business. The Engineering Model (standard in Silicon Valley) was equally regulated and relied on
enthusiastic representatives but was recruited according to the skills. In general, the director fired
organizations that were looking for current skills and worked in the Model Factory.
Leadership style
Laissez-Faire: Abbreviated free authorization form: Do what we need as long as we take care of
the business right. From the pioneers' point of view of free trade, the way forward is to build a
strong team - and then block the way. Almost clear from its original French locations, the free trade