Leadership and Management for Service: PDF

Leadership and Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT.......................................................................................................................1
TASK 2............................................................................................................................................1
Covered in Brochure...............................................................................................................1
TASK 3............................................................................................................................................1
P5 Actual leadership and management Soft and Hard skills with specific service sector
examples.................................................................................................................................1
P6 Future management and leadership skills needed by the service sector and their
achievements..........................................................................................................................2
TASK 4............................................................................................................................................4
P7 Analysation of different organisations with the change management system and
implementing the change in the leadership............................................................................4
CONCLUSION................................................................................................................................6
REFRENCES...................................................................................................................................7

INTRODUCTION
Management and leadership are very much essential term in order to delivering the good
services to customers effectively. Both terms are involved in the several kind of outlooks,
behaviours, skills to make good management skills in an effective manner. Leadership has ability
to effect other people's behaviour in order to achieve targeted goals. Wherein, management
includes in a several concept in relation with leadership. The present report is based on Wa-Pila
hotel which deals in the travel and tourism industry in order to attract customer's effectively.
Along with this, report will describe several classical management theories in this industry
context (Dhar, 2016). Different role of leaders and leadership styles and than report will reflect
on the several management styles and current and future leadership and management skills in the
industry context will get covered properly.
TASK 1
Covered in PPT
TASK 2
Covered in Brochure
TASK 3
P5 Actual leadership and management Soft and Hard skills with specific service sector examples.
For administrating the work in an appropriate manner an individual is needed different
kind of skills in order to accomplish their task in a perfect manner. With the help of this concept
any organisation can get benefits in a proper way. In order to working in a several sector or
different companies a person needed better knowledge or skills as per their demand. For making
the organisation better, Hard and Soft skills are necessary for employees in the travel and tourism
service sector and food & beverage. Thus, examples of 2 different sectors are taken which are
given below:
Soft skills:
Flexible in nature: It is very much important or flexible for employees in context to the
travel and tourism sector. Just because this situation occur as per the changing time like
consumer's demand, governmental policies. Along with this changes occurs at the times of
generating new strategies of techniques. Therefore, flexible nature is needed to make employees
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good. This skill is highly essential in companies pertaining to food & beverage sector such as
McDonalds in order to meet the needs and demands of customers in a spontaneous manner.
Customer's service skills: In order to work in the service sector of travel and tourism a
person is specifically required for the good knowledge and skills in order to attract other
customer's in an effective manner for long period of time. That's why employees have good skills
in order to convince their customer's toward hotel services so that they can achieve their goals in
an effective manner. This skill helps the staff of Wa-Pila to take into account the demands of
clients and thereby provide services which can ensure entailment of maximum satisfaction from
them.
Hard skills:
Digital marketing technology: It is the very good skill or technique which is needed for
employee's who are working in the sector of travel and tourism industry. For this employee's
must have the knowledge about the product and services by which they can influence their
customer's in a proper way. This situation develops the opportunities for the industry in order to
achieve competitive advantage within the marketplace. Service sector organisations such as Wa-
Pila and McDonalds are using this skill in order to make their employees energetic towards their
work so that they can achieve company's goals easily (Pentareddy and Suganthi, 2015).
P6 Future management and leadership skills needed by the service sector and their achievements
Leadership and management skills play an important role in hospitality industries. The
managers of Wa-Pila, need to have high tech soft and transparency skill, which will manage
them to work effectively and fluently, which will bring clarity in the workforce. This will have
an systematic, coordinated and organised balance of operation in the hotel.
So if Wa-Pila wants to explore more in travel and tourism sector, these skills are the key.
Further, these skills are also essential to be held by other service sector organisations such as
McDonalds. The committee member should focus on the following management and leadership
skill to be adapted by the managers:
Team Building Skills:
This is regarded to be an effective and efficient skill for the leaders to work in a team for
attainment of maximum quality productivity within Wa-Pila hotel and McDonalds. While
implementing this leadership style in the work culture, it will give huge profit for the hotel in
term of better customer relationship management and will have growth in hospitality industries.
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The individual employees can give result, but as a team they will produce maximum
output with minimal use of resources.
Be positivity skills:
It is the basic need in the development of leadership and management skills. The Wa-Pila
managers have to adapt the positive state of minds for bringing positive culture in the hotel. To
get maximum output with minimum time period, the very important asset that employees have is
to work with positivity in McDonalds as this will lead to occurrence of minimum conflicts and
development of high coordination level between themselves.
Effective communication skills:
Communication is very important for fluent, organise work structure proposed by the
work culture. The Wa-Pila leaders, while developing team of management, they should
implement two way communication process, which will results in crystal-clear working
environment (Pentareddy and Suganthi, 2015). Also, communication is the key in other service
sector organisations also, such as McDonalds whereby the staff can develop effective
interactions with clients to retain them for a long period of time in future.
While adapting leadership trait, the managers should have fruitful communication. So
that communication should be done in better way with clear input and set output. The training
session should be given to both employees and employer by training manager of Wa-Pila and
McDonalds.
The better communication occurs between employees and consumers, it will deliver
outcomes in terms of retaining the existing customers and attracting potential clients. Apart from
this communication skills refers to the ability in which individual and people can easily
understand each and every topic and able to gain different types of information in an effective
manner. Communication mainly includes in ideas, feelings, listening, speaking, observing and so
on. It is also helpful for understanding the overall differences like how to communicate with
people by face to face interactions, digital communications, phone conversations etc. therefore,
good communication always influence other people and society in a positive manner.
Delegation Skills:
This skill helps in building a sense of authority and responsibility for Wa-Pila manager,
for work allocation between the staff members matching with their skills. This will result in
effective and efficient work culture in the hotel. Also, it will create equality in the employee's
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and they will work with positive approach. It is also very necessary for leaders in McDonalds in
order to design and get success on their project. Therefore, in today's scenario each and every
company using this skill is able to exercise delegation to overcome business environment
challenges. Manager within both organisations also plays very important role in understanding
employees’ feelings and situations frequently. So that for maintaining this skills in management
managers and leaders play their role together and able to gain effective results at workplace.
Decision-making Skill:
The Wa-Pila managers, should gracefully do the decision making process, as it plays
very important role in the work culture. Along with this, this skill helps manager and leader
within McDonalds to gain better knowledge and information so as to make appropriate plan,
strategies or techniques. Therefore, it helps to overcome negative factor from the organisations
and bring unique ideas to take effective decision towards the organisation. With the help of this
firms can easily identifying their information to develop positive results effectively.
Better understanding of technology:
This is very essential skill of management which is mainly needed by manager of any
firm. All this is because at present technologies are increasing day by day so that it is necessary
to have knowledge about it. In reference with Wa-Pila, they always demand to their employees
that they should have good knowledge about hospitality service techniques such as automatic
check in & check outs, cognitive computing, mobile communication technologies etc. so that
they can easily handle their customers in an effective manner. Technology is regarded to be the
most essential part which enhances firm's productivity and profitability. This is seen within
McDonalds also whereby appropriate training and development sessions are conducted with a
view to provide them knowledge about key technologies of food & beverage sector.
TASK 4
P7 Analysation of different organisations with the change management system and implementing
the change in the leadership.
There are different sectors which are involves in the service industry those can change the
management or leadership at the several level in an effective manner. In order to understand the
Wa-Pila who are dealings in the sector of travel and tourism service sector so that there are
comparison with the Montana hotel, their comparison are listed below:
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Basis Wa-Pila Hotel Montana Hotel
Modification in the
management process
As per the present scenario, if
changes develop than Wa-Pila
hotel follows the Kurt Lewin's
process of changing
management which helps in
conducting three types such as
refreezing, freezing and
moving that's why it is helpful
for this service industry.
Changes in the management
process will helps employees to
play their overall act in a
effective manner. During the
changes in management system
employees are able to face any
kind of business situation to
achieve better future.
It is the very different from
this hotel just because this
hotel does not follow any
kind of method or technique.
But somewhere, they follow
analysis of market in which
they make unique techniques
accordingly. In this hotel
this change management
process will work easily as
they already applies new
tools and techniques so that
employees are not much
needed to face problems.
Therefore, it influence others
at workplace and make
organisation attractive.
Leadership Style This style is followed by the
Wa-Pila by which they are able
to provide equal opportunities
to every participants within the
business process. So that they
can take decision in a good
way. With the help of this
employee's can get motivated
and generate good value for
this industry (Shek and et.al.,
2013). Therefore, it is
necessary for manager and
This hotel uses democratic
leadership style in which
manager of this service
industry can take better
decision towards the
employees as well as
company for making better
process of marketing. Some
time employee's are not
indulge in order to take
company's decision because
subordinates are there to take
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leader also because they can get
innovative ideas which help
them a lot to achieve their
desired goals (Van Wart,
2014). So that it is very helpful
for employees by which they
can solve their issues in a
perfect way to gain better
output in future. Along with
employees can learn so many
things and able to build good
relations with other people
inside and outside the
organisation.
perfect action. Therefore, this
situation affect employee's in
a negative way. This concept
can reduce the company's
value or decrease the
profitability within the
marketplace. With the help
of leadership style employees
can get motivated every time
and able to share their
thoughts with other people. It
will helps them to achieve
goal within the specific time
frame.
CONCLUSION
From the above respective report it has been concluded that leadership and management
are the effective aspects of every organisation who always support their team members or
employees towards the work in order to achieve appropriate goals effectively. In the part one
several kind of classical theory had been described in order to make leaders and manager
effective for the organisation. As per this report is based on Wa-Pila hotel, they used various
kind of skills like hard and soft as well as digital marketing in order to make organisation
effective. Along with this internal or external factor in regards with hotel had been described in a
proper way. Management and leadership style also has been explained for conducting the good
work. At last comparison between the Wa-Pila hotel and Montana hotel had been covered in this
report properly.
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REFRENCES
Books and journals
Dhar, R. L., 2016. Ethical leadership and its impact on service innovative behavior: The role of
LMX and job autonomy. Tourism Management. 57. pp.139-148.
Jauhari, H., Singh, S. and Kumar, M., 2017. How does transformational leadership influence
proactive customer service behavior of frontline service employees? Examining the
mediating roles of psychological empowerment and affective commitment. Journal of
Enterprise Information Management. 30(1). pp.30-48.
Lindblom, A., Kajalo, S. and Mitronen, L., 2015. Exploring the links between ethical leadership,
customer orientation and employee outcomes in the context of retailing. Management
Decision. 53(7). pp.1642-1658.
Mehta, N., Verma, P. and Seth, N., 2014. Total quality management implementation in
engineering education in India: an interpretive structural modelling approach. Total
Quality Management & Business Excellence. 25(1-2), pp.124-140.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Pentareddy, S. and Suganthi, L., 2015. Building affective commitment through job
characteristics, leadership and empowerment. Journal of Management & Organization.
21(3). pp.307-320.
Popli, S. and Rizvi, I. A., 2015. Exploring the relationship between service orientation, employee
engagement and perceived leadership style: a study of managers in the private service
sector organizations in India. Journal of Services Marketing. 29(1). pp.59-70.
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Shek, D. T. and et.al., 2013. Development of a credit-bearing service leadership subject for
university students in Hong Kong. International Journal of Adolescent Medicine and
Health. 25(4). pp.353-361.
Tseng, S. M. and Wu, P. H., 2014. The impact of customer knowledge and customer relationship
management on service quality. International journal of quality and service sciences.
6(1). pp.77-96.
Van Wart, M., 2014. Dynamics of leadership in public service: Theory and practice. Routledge.
Wallace, E., de Chernatony, L. and Buil, I., 2013. Building bank brands: How leadership
behavior influences employee commitment. Journal of Business Research. 66(2).
pp.165-171.
Yee, R. W. and et.al., 2013. The relationships among leadership, goal orientation, and service
quality in high-contact service industries: An empirical study. International Journal of
Production Economics. 141(2). pp.452-464.
Online
Explain Classical Management Theory in Detail. 2019. [Online]. Available
through<http://www.businessstudynotes.com/hrm/principle-of-management/explain-
classical-management-theory-in-detail/>.
Top 10 soft skills for hospitality & tourism managers. 2019. [Online]. Available
through<https://blog.ssth.ch/top-10-soft-skills-for-hospitality-tourism-managers>.
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