Leadership and Management for the Service Sector - Desklib

This report discusses the role of leadership and management in the service sector, with a focus on the hospitality industry. It covers different leadership styles and management approaches, challenges faced by managers in the 21st century, and recommendations to overcome them. The report also highlights the importance of shaping organizational culture and adapting to technological changes. Course code, course name, and college/university are not mentioned.

LEADERSHIP AND
MANAGMENT FOR THE
SERVICE SECTOR

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Critical understanding of leadership and management approaches when managing an industrial
workforce.....................................................................................................................................3
Challenges to face managers within the 21st century..................................................................4
RECOMMENDATION:................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Leadership refers to the ability of a person to influence and guide their followers and the
other members of the organization. It means setting and achieving the goals and objectives of the
company and managing all the issues of the business and resolves such problems
quickly(Iordanoglou, 2018). It helps to provide the right direction to the employees and educate
the employees about their responsibilities and also supervising the members in the completion of
the task given to the employees. Management is defined as the combination of all the activities
undertaken by the company in order to achieve the goals of the company and involves the series
of activities such as planning, directing, leading and coordinating(Klochkova, and Koltsova,
2017). Management of the service sector refers to the interaction of the company with its
physical resources, technology and its customers.
The report illustrates the role of leadership and management development of the Hotel
Premier Inn and also the different leadership styles with different management approaches and
its impacts on the hospitality industry and various challenges faced by the mangers within the
21st century.
MAIN BODY
Premier Inn is the UK's largest hotel chain and has its chain in various different
locations. The organization was established by the Whitbread as Travel Inn in 1987 and the
company started its trading in 1987.
Critical understanding of leadership and management approaches when managing an industrial
workforce.
Leadership and management must be applied together to promote innovation and
organizationLearning in the hospitality industry. The hotel manager and the departmental
managers of the Premier Inn are the main person to develop the high performance teams in the
organization. As it is known that leadership is essential in influencing the members of the
organization. Leadership styles refers to the behaviour of the leaders carrying out the work.
Every company follows different leadership styles for the effective management of the
organization(Sandstrom, et.al, 2020). The autocratic leadership style states that the leaders have
full control over the organization and decision-making authority. In Democratic style leaders
delegate and share the authority with their subordinates and Laissez faire leadership style, the

leaders give the authority to their subordinates for the decision-making. The hospitality industry
plays a very vital role in social and cultural integration and the economic growth of the
country(Basson, 2017). These industries are rapidly increasing at very fast pace and there has
been various changes in the operations and management of the organizations. The management
approaches provided the knowledge on the application of new management practises and current
trends in the hospitality industry. According to the author, Premier Inn uses various different
management practises and focuses on the promoting the employee productivity and to improve
its brand image in the market which makes it different from other competitors. The modifications
made in the hotel industry reflects those areas and factors which can influence the image of the
organization(Kraus, et.al, 2018). It includes the social and economic factors that can affect the
brand image of the company.
The management of he company should focus on the development of the employee and
staff by conducting various training and development session for the development of the
employees and their knowledge which will help in identifying the issues of the guests and the
decisions accordingly(Morozov, and Morozova, 2020). Premier Inn comply with the laws and
regulations and treat every employee fairly and provide equal opportunities for the development
of the employee. According to the author the management approaches highlights the
development and understanding of the functions, skills and role of the managers and how they
deal in various situations(Gajjar, and Okumus, 2018). There are various approaches such as
classical, behavioural and modern approaches. As the hospitality industry is diverse field which
involves employees form various cultures and backgrounds. Diversity in the hospitality industry
helps the organization to understand the these differences to improve better team work in the
organization(Martin, et.al,2017.). In the hospitality industry, staff members come from different
backgrounds so the organization should understand the differences and improve ways to ensure
better communication within the teams. Sometimes conflicts arise in the organization which
creates misunderstanding among the employees. It is important to evaluate these challenges and
avoid such differences that can negatively impact the organizational success.
Challenges to face managers within the 21st century
Business has been changing day by day and due to that manager is facing
various problems in order to deal with them. Along with this, the manager of the
organization has to keep them updated so that it can identify the issues of the

future. As well as to find out the solution to overcome such situation.
Moreover, the Premier Inn hotel manager role is to make and implement the
plan. In order to increase the performance of the firm in the competitive
market (Folker and et.al., 2018). The major issues that has been faced by hospitality
sector is technology due to it ‘s high demand the organization has to invest in
buying the advance technology such as Smart keys robotic staff. In order to
attract large customer. However, hospitality sector has to invest more in the
organization such as design and furniture so that it can create meaning experience
for the customer. The most common issue that company face is satisfaction of
the targeted audience.
However, it is important for the business to keep their customer satisfied as
it contributes in increasing the sales of the firm as well as increase the brand
reputation in the competitive market. Along with this, the issues faced by the
manager face in 21 century is that it is uncertain about the future. Most of the
senior executives are not fully clear about the future as business environment is
dynamic in nature. The classic example is pandemic because of that tourism sector
was shut down for months and this sector has faced huge loss. The manager of
Primer Inn has to implement such plans that are can address issues more
effectively. Along with this, for dealing with this issues the manager of the
organization can make use of strategic business model such as SWOT and PESTEL
(Heavin and Power, 2018). So that it can identify the issues that are arising from
external and internal environment. This will also allow the manager to know
about the strengths and weakness of the firm so that it can contribute in dealing
with the issues more effectively.
In addition to this, the manager has to bear the consequence. Along with
the another issues that is faced by the manager of Premier Inn is well being of
employees. The duty of the HR is to provide their employees with
healthy environment so that it can work more effectively. However, the issue such as
over work may lead to arise issues such as stress and other physical issue. Along
with this, the working hour and job security also directly affect the wellbeing of
the subordinates and due to that it is not able to work properly ( Kietzmann and

Pitt, 2020). And the organization has to face decline in the productivity and if
the health of the employees are not good it will increase absents in the company.
However, if the subordinates will not work properly it will result is dissatisfaction to
the customer. Because the quality of the services will decrease thus the manager has
to keep the track about the health of their employees. Along with this, the Primer
Inn manager can make use of data analytical tool in order to identify the needs
of the employees. Moreover, it can take feedback from subordinate so that it can know
about the issues that are being faced by them ( Overbeck, Kousgaard and Davidsen,
2018). In addition, to this, this data will help the manager to take an appropriate
solution in order to address the issues. Furthermore, the organization can conduct
seminars related to deal with the health issues and workplace problems. So that
it will help the employees to gain knowledge about it. Along with this, manager
can conduct meeting and health check-up within the organization on monthly basis
so that it can keep the record.
In addition to this, the main issue that manager of the organization has to
shaping the culture of the company. Since every employee is not able to adapt
to the change that happen in the working environment. In addition, to this, it will
not be able to work more effectively and efficiently in order to accomplish the
goal of the organization. Moreover, for dealing with such issues the
organization can collaborate with the other company as the hybrid culture allows
the employees to learn about the new skills (Turkmenoglu, 2018).
The another issues that can be faced by the manager is Managing the
communication issues between the teams. The manager plays important role in
managing the administration among the teams. As due to different culture and lack
of collaboration the goals of the company will not be able to achieve effectively.
Thus, it will contribute in the loss for the hotel. However, it can be solve by the
firm by conducting fun activates between the team so that it can collaborate
with each other. Along with this, if there is transfer between the team it will
contribute in developing the healthy working environment within the company. As
well as motivate the employees to work hard that results in increasing the
growth of firm in competitive market (Wilkinson and Grecic, 2021). In addition, to this,

another issues that is faced by the Premier Inn hotel is to select the right
candidates for the organization. For recruiting the employees organization has
to spend more on the selection process such as interview and exam. This affects
the company to invest more in the selection process such as interview Along with this,
the company to spend on the training and development for the employees so
that it can provide great quality of services to them. Thus, these are the common
issues that is faced by the Premier Inn hotel manager.
The rapidly changing preferences and behaviour of the customer is a challenge for the
managers as well as the hotel staff to modify its management according to these changing
demands. These changes have a very significant impact on the management and other marketing
activities of the organization(Asadi, et.al, 2020.). In the hospitality industry, customer
satisfactions is the primary motive of every organization and with the changing demands it is
important for the organization to take action and make modifications according to it.
Premier Inn follows the democratic leadership style as the superior level managers can
delegate the authority to the subordinate managers in decision-making. It is very important for
the company to shape the culture of the organization, and defines the behaviour of the
managers and other employees of the Premier Inn. Since the hospitality industry is all about
serving their customers and the right way to treat their guest. On the contrary it is important to
maintain strong organizational culture is very challenging in the present century. Involvement of
the managers and staff is very necessary in order to improve the culture of the company. For
maintaining the proper work culture in the company, managers play an active role in shaping the
work culture in the company(Arokodare, et.al, 2019). The managers of the premier inn can use
the suitable leadership styles and implement various policies through which every employee and
staff members is aware about their responsibilities. Both the managers and the staff members can
make contributions in order to improve and build the culture of the company so that the
behaviour of the staff members toward the customers id that they can easily communicate and
understand the needs and preferences of the customers.
Another issue faced by managers is the advancement of the technology, as the hotel
guests are becoming hotel savvy and there is increase in the demands and expectations of the
customers are increasing related to the use of Wi-Fi etc. The organization can improve the

workflow and update their systems by using the latest technology. Today technology is
considered as an important element for the growth of the organization. The mangers are
responsible for all the management of the company and it is responsibility of the manager to
identify the technological changes in the market and also analyse the techniques used by the
other hotels and identify the areas where they are lacking behind(Kazandzhieva, and Santana,
2019.).
The burden mangers face that they have to stay up to date with the new and latest
developments and install the rights applications and software in order to meet the changing needs
in the hospitality industry It is duty of the manager to make modification in its technology in
order to provide quick services and use innovative methods by providing various advancement
facilities to the guests arriving and staying at the hotels. It is very important for the manager to
provide better customer experience and is the big challenge for the managers and in order to
overcome the manager has to focus on improving and updating the technology. Customer plays
very significant role in the success of any business and is considered as a part of
market(Mohanty,et.al, 2020). For the successful operations of business, it is important to deliver
quality products to the customers in order top meet and satisfy their requirements and gain the
trust of the customers.
Changing customer expectations is another major challenge faced by the managers as
it is very important to establish a connection with the guests arriving and if the management of
the hotel is not able to understand the needs of the guests, it will result in dissatisfaction in the
customer. As per the studies it is very important for the manager to provide training to the staff
members to gather all the important information related to the guests in order to provide the
customers with the best facilities. As the changing demands and needs of the customers and with
the emergence of different services, the management of the hotel need to upgrade the
technologies and other sources and also introduce various changes in the management in order to
provide better services to its customers. The managers of the Premier Inn should focus on hiring
various IT companies and also focus on training and development of the staff members. In order
to provide safety to its customers, the management should make efforts to install various safety
measures such as CCTV cameras in their hotels and ensure safety to the guests arriving at the
hotel.

The long and irregular working hours is one of the major challenges faced by the
mangers as the increasing and ongoing demands in the nature of the hospitality business, it is
very important for the staff members and the individuals should be present at the services of the
customers. Although the duties and responsibilities are assigned among the staff member but the
managers have to be present 24/7 which increases their working hours which are long and
irregular(Gössling, et.al, 2020). The managers have to overcome and manage the stress in order
to be successful and the responsibility assigned which will in turn have positive impact on the
organization and build image in the market.
As the demands and expectations are increasing rapidly, it is important for the
management of the hotel to keep the lobby and other amenities up to date for meeting the
standards of the guests but the ongoing maintenance and renovation cost help create an issue
do the manager has to balance the finance of the hotel as this can affect the overall productivity
of the organization and many times due to the disturbance caused by the construction can create
problem for the guests and negatively impacts the image of the company. Maintenance is
important for the hotel in order to deal with the increasing competition in the market, to maintain
its market share in order to retain the old customers and to attract the new customers and to keep
up to date with the latest trends and technology in the market. For this manager should not fear to
invest in updating the amenities because the investments done today will result in increase in
revenue in the future(Santo, et.al, 2019). Many writers said that due to increase in competition in
the market, it is important for the management to focus on updating their companies image
through maintenance in the hotel facilities. It is a challenge for the manager to balance all the
costs and maintain the proper financial records of the organization involved in the maintenance
and technology and also have to manage that these don't affect the working of the organization.
It is important for the managers to communicate with the employees of the organization
and also assure that the same is maintained within the members of the team. The hospitality
industry is basically concerned with the good communication with the other staff members and
also with the guest to understand their requirements. In order to ensure effective communication,
managers should adopt various different communication channels in order to improve the
communication gap between the staff members. The manager should organize different training
programs to train the new and existing staff members regarding the interaction with the guests.

The management of the hotel should introduce new strategies in their management to provide
better experience to its customers.
Rules and regulations of the country is also a major challenges faced by the managers as
it important for each organization to comply with the rules and regulation of the country in
order to survive in the market and retain its existing position in the market. It is very important
for the managers to be more alert and invest their time in the compliance of regulation among its
management and applying proper policies within its organization to improve the working culture
of the workplace. With the increase in technological advancement, many hotels have stated
online bookings and it is difficult to maintain constant selling price for the organization as the
prices of each site vary which finally affects the net income of the business. It is observed that in
peak seasons online booking percentage is high which results in increase in revenue for the
company but on the other hand puts a lot of stress and burden on the staff members of the hotel.
After analysing the demands and fluctuation in the prices, manager is required to introduce new
and modified pricing strategy in order to generate revenue from the business. The Challenge
which is faced by every business organization is the Covid-19 which impacted every business
throughout the world. Focusing on the hospitality industry, many hotels have to shut down their
operation due to lockdown in the country(Ratten, 2020). Hotel and tourism industry was affected
the most due the pandemic. The challenge before the management of the organization to come
back into its existing position and minimize the losses to some extent.
RECOMMENDATION:
To overcome this, it is recommended that managers should focus on improving the
customer experience by focusing on cleanliness and adopting safety techniques, policies and
procedures. The hotel should make various modification in the mode of payment such as online
payments systems, use of masks and hand sanitizers and also focus on taking reasonable
precautions to ensure that safety of every customer of the hotel. The hotel managers face the
leadership challenge in the form of industry corporatization. In today's the structures of the
company is becoming more complex, wide and changing rapidly according the market changes
and increasing competition that results in lack of consistency in providing customer
service(Liberato, et.al, 2017). The purpose of the leadership is the ability of an individual to
influence and guide the members of the organization and also to provide clear vision in
achieving the goals of the business. As a leader, it is suggested that the manager should ensure

that the followers understand the desired goals of the company and set targets in order to achieve
those. In order to overcome this challenge, The hotel manager should create and maintain the
unity among the team members, establish an open communication so that every employee can
present their views which can benefit the organization and introduce effective management
system in order for smooth function of the business and also to achieve the desired target of the
organization.
CONCLUSION
From the above report, it can be concluded that for the effective management of the
organization it is important for the hotel managers to surround themselves with the good
members with special knowledge and skills so that to perform their responsibilities efficiently. It
is also necessary for the manager to focus developing communication and understanding not
only within the management but also with the guests to meet the requirements of the customers.
The management of the hotel should update their technology and provide the basic facilities to
its customers and for achieving this objective proper leadership styles should be used by the
managers to delegate the responsibilities to their subordinates for the effective decision-making
of the organization. Management in the organization is important as without proper planning and
coordination, the organization cannot achieve the set goals and compete in the market. In order
to retain in the market and to gain competitive advantage over hotel, Premier Inn need to modify
its management and update its technology and other related factors.

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