Solved | Leadership And Management For Service Industries

UNIT 5 -
Leadership and
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Application of Classical Management Theory in service industry...................................1
P2 Role of leader and various leadership styles.....................................................................3
P3 Management and Leadership in service sector.................................................................4
P4 Internal and external factors influencing the management style.......................................5
P5 Hard as well as Soft skills.................................................................................................6
P6 Future management and leadership skills.........................................................................6
P7. Different Service sector companies’ Change management systems and Leadership......7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Leadership as well as management is regarded as the two pillars upon which the
performance and success of an entity is based. Leader and manager are engaged in provision of
adequate guidance, support, aid and direction for the accomplishment of corporate goals in the
long term. Under the supervision of effective leadership and management, the personnel
belonging to an entity are able to carry out their roles as per the requirements of company. The
present project is based upon Four Seasons London which is regarded as one of the largest hotels
operating within the confines of respective city. It consists of information pertaining to classical
management theories along with the role of leader and manager within the confines of service
industry. Apart from this, it also includes an overview of the external as well as internal factors
influencing the management style. Lastly, it throws light upon soft as well as hard skills and
future leadership and management skills for service sector.
TASK 1
P1 Application of Classical Management Theory in service industry
Classical management theories are acknowledged to be dependent upon the assumption
that workforce only holds physical as well as economic needs. This does not take into due
consideration the job contentment or social needs, rather it illustrates labour specialisation,
centralised leadership, maximization of profits and the process of taking decisions. In this regard,
there are several classical theories which provide aid in gaining comprehensibility of the
concepts of management as well as leadership. Through the implementation of these within the
boundaries of company, leader and manager of Four Seasons London are able to enhance their
approach towards managing the quality of business practices. Two of the most widely used and
well renowned classical management theories, which are executed within Four Seasons London
are described as follows:-
Weber theory of Bureaucracy
This is one of the most apparent classical management theories which provide a
description of the elementary principles of bureaucracy. These tend to shift the focus onto
division of labour, implementation of rules, development of impersonal relations and hierarchical
structure. The belief of Weber behind this theory was that power tends to evoke obedience, that
provides aid in influencing personnel to act in compliance with the rules enforced by
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management. There are certain principles that are laid down within this theory and these are
briefly explained in context of Four Seasons London, as follows:-
Division of labour: As per this principle, it can be said that the capability as well as
potential of every individual working within an entity is not same. In this regard, the manager of
Four Seasons London determines the capabilities of personnel in order to assign them tasks
accordingly. This provides assistance in deriving maximum satisfaction from workforce and
fosters the development of healthy employment relations. As a result of this, the individual and
organisational productivity get inflated.
Chain of command: This principle stipulates the presence of a hierarchy within an entity
owing to which the commands flow from higher to lower level staff. In this regard, the manager
of Four Seasons London ensures that every individual, irrespective of the level of hierarchy to
which they belong, gets an opportunity to grow and develop. This helps the hotel in gaining
facilitation from its staff in terms of delivery of maximum output.
Rules and requirements: These are regarded to be the core elements upon which the
performance of an entity and compliance procedures are dependent. In this regard, the manager
of Four Seasons London formulates such policies as well as procedures which take into account
the workforce and ensure its welfare in the long run. This also aids the hotel management in
ensuring uniformity of operations within all the branches of organisation across the globe.
Career orientation: This is one of the most crucial principle of this theory which
stipulates that placing worthy individual at right place is pivotal for gaining control over
workforce turnover as well as absenteeism. In this regard, the manager of respective hotel
focuses the attention towards selecting the right candidate for a certain job role by taking into
account their skills and competencies.
Taylor' scientific management theory
Scientific management theory is propounded by F.W. Taylor. This theory emphasize on
enhancing the employee's efficiency within an organisation. For this, it is required by
organisation to put their efforts towards motivating employees by rewarding them on their
performance, instead of scolding them for their minor mistake. There are four fundamental
principles of this theory which needs to be considered by management of Four Seasons London
while its application. These principles are as follows:-
Principles of Taylor's scientific management theories
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 Instead of utilizing scientific approach to study work and identifying effective way of
performing a particular task, replace the work by “rule of thumb”.
 Instead of assigning work job to any worker, match capability and motivation of
employees to their job and train them to perform their work at greater efficiency.
 Give instructions and supervision by monitoring worker performance to ensure that
employees are utilizing the best ways of working.
 Allocate work among employees and managers so that administrators spend their time in
planning and training and allowing employees to perform efficiently.
It is required by manager of Four Seasons London to put efforts towards determining
competencies, skills and knowledge of workforce and assign tasks to each individual
accordingly. This helps in reducing the chances of occurring errors while performing tasks.
Apart from this, application of Scientific management principles within firm also assists in
determining the improvement areas that further aids in improving profits and productivity of
Four Seasons London.
P2 Role of leader and various leadership styles
The primary motive of companies operating within the confines of service sector is to
attain maximum level of contentment from people, as this is acknowledged to have a substantial
impact upon the organisational performance. The role of leader is the key while exercising this
within the entity. The leadership within Four Seasons London is aimed at enhancement of morale
of employees operating within the confines of this entity. For this, the development of a positive
and motivating working culture takes place which induces the workforce to give their best
performance for the attainment of corporate goals as well as objectives. Another role of leader of
this hotel is to develop effective strategies through which entailment of maximum satisfaction
from customers can be ensured. Hereby, the leader intends to create strategic course of action
through which the long term organisational goals can be attained by utilising the support
provided by employees operating within the respective hotel.
In this regard, the leader of Four Seasons London also makes use of certain leadership
styles to execute their roles and responsibilities in an effective manner. Depending upon the
business situations, the hotel leader applies autocratic and democratic leadership. This provides
assistance in ensuring smooth flow of operations within the entity and entailment of high
satisfaction from people.
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P3 Management and Leadership in service sector
Leadership as well as management is the key to effective execution of operations within
the organisational premises. In this context, the leader and manager of Four Seasons London also
make use of various styles as per the situation prevailing within the business environment.
Leadership Styles
The leader of Four Seasons London mainly makes use of autocratic and democratic
leadership so as to ensure accomplishment of organisational objectives within the stipulated
course of time. Both of these are explained in detailed manner as follows:-
Autocratic: This is a leadership style wherein the leader centralises the work as well as
decision making powers with a view to order the subordinates to operate in a specific direction,
without taking into consideration the views of workforce. This style is applied in respective hotel
in case quick decision making has to be done. Through the application of autocratic style, the
leader of Four Seasons London makes sure that the tasks get executed within the predefined
course of time by aligning the workers in the direction of corporate goal.
Democratic: This is a type of leadership style whereby leader takes into account the
views and opinions of employees in daily course of action. This style is exercised by leader of
respective hotel when a change in incorporated within any aspect of business entity. In this
regard, the execution of democratic leadership provides aid to the leader of Four Seasons London
in development of a positive working culture and increment in the productivity of employees.
Management Styles
This can be referred to as the manner in which a manager accomplishes one's duties and
also manages the work of their subordinates. Below explained are the management styles which
are used by the manager of Four Seasons London:-
Participative style: As per this style, the manager indulges the employees in decision
making so as to make the best decision for the growth and development of company in the long
run. Usually, the manager of Four Seasons London makes use of this style as application of this
assists the management in inflating the motivation level of employees and influencing them to
work in alignment with the corporate goals.
Consultative style: As per this style, manager takes into account the opinions of other
employees but the power to make final decision vests in their hand only. With respect to Four
Seasons London, it can be said that it enhances the loyalty of workers towards the business
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establishment and develops a sense of empowerment within them. Also, it decreases the
occurrence of errors by considering the viewpoints of workforce before taking the key business
decision.
P4 Internal and external factors influencing the management style
The business environment in which an entity operates is turbulent and thus it keeps on
changing. It has a significant impact upon the way in which work is done within the
organisational premises. In this regard, there are several factors belonging to internal and
external environment that influence the management style. Thus, it becomes significant for the
management to analyse and evaluate internal as well as external factors which may impact upon
the performance of the hotel. These are explained as follows:-
Internal Factors
The internal factors influencing the management style are given underneath:-
Employees: This is one of the most crucial factors that needs to be taken into due
consideration, as it has a direct impact over the performance of business entity. The workforce
has a direct influence on the management style followed by Four Seasons London as personnel
operate as per the guidance as well as direction provided to them. In an instance whereby the
respective hotel is not able to effectively devise plans and strategies, the outcomes would not be
favourable for the entity. Thus, the management style to be adopted is decided by Four Seasons
London by taking into account the behavioural characteristics as well as conduct of employees.
Capital: This is also regarded as an important factor that has a significant impact upon
the way in which business operations are carried out. The manager formulates action plan for its
employees after analysing the availability of cash in organisation and amount of fund required to
finance those activities. Hence the management style within Four Seasons London is decided
after analysing the availability of fund. This is important because lack of funds would demand a
management style that can stress upon optimum utilisation of resources. On the other hand,
availability of adequate funds would demand the adoption of a management style which stresses
upon incorporation of innovation in the services offered by the respective hotel.
External factors
The external factors impacting upon the management style are explained as follows:-
Technological up-gradation: Constant advancements take place within technology
facilitating the firm to come up with unique and innovative offerings in market place. This tends
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to have a significant influence upon the selection and adoption of management style. This is
because if Four Seasons London has to bring new technology, then the manager has to change
management style in order to gain facilitation and support from workforce.
Customers: These are considered as the king of market as they possess the power to
influence the growth of an entity. The management style within Four Seasons London is decided
after taking into account the needs and expectations of customers as the profitability of entity
depends upon their fulfilment.
P5 Hard as well as Soft skills
Soft skills are regarded as those personal attributes which an individual has and that
differentiates a person from others. On the contrary, hard skills are the ones which are not related
to professional job skills. There are various hard and soft skills that are used within Four Seasons
London and these are described as follows:-
Soft Skills
 Communication: This is regarded as one of the most crucial skills for manager of Four
Seasons London for developing effective interaction with employees as well as
customers. It is through the usage of this skill that the ideas are easily transmitted with
clarity from one person to another without creation of any misunderstanding.
 Leadership: This is yet another essential skill which provides aid to the manager of Four
Seasons London in directing the behaviour of employees towards the accomplishment of
corporate goals. Through this, the manager of this hotel is able to act as a role model for
the workforce and make them work as per organisational requirements.
Hard skills
In the context of Four Seasons London, the main hard skills that should be present within
the manager of this hotel are centralisation of power, reward & punishment, preparation of rigid
schedule and demotion or firing of employees. This helps in quick decision making within any
kind of business situation in order to ensure smooth flow of operations.
P6 Future management and leadership skills
Future leadership skills
The leader of Four Seasons London can use skills such as collaborative working, decision
making, time management as these will provide aid in ensuring orderly conduct within the
confines of entity and accomplishing the corporate goals within the stipulated course of time.
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Through the development of these skills, leader of this well renowned hotel can develop healthy
relations with employees and inflate their overall productivity.
Future management skills: The manager of Four Seasons London can use skills such as
delegation of job to subordinates. This skill is the key to ensuring timely completion of tasks and
division of work within the staff as per their interests, expertise etc. This supports in
accomplishment of objective and goals. Critical thinking is another crucial skill that is important
for analysing and evaluating the pros and cons associated with every organisational concept and
thereby ensuring a balance between both.
P7. Different Service sector companies’ Change management systems and Leadership
As the working and processes of every organisation differs from one another, it is
significant to take into account the comparison between two different service sector companies
in terms of their change management systems as well as leaderships. In this regard, the
difference between Four Seasons London and Emirates is given as under:-
Four Seasons London Emirates
 In order to manage change, the hotel
tries to keep motivation level of their
employees as high. Additionally,
company also provides their employees
with support and guidance that helps
them in learning new things and keep
them updated with the change.
 Four Seasons London Hotel is making
use of Democratic Leadership Style in
order to motivate their employees.
 Emirates use monetary incentives and
training in order to manage change
effectively within the enterprise. This
helps in making the staff ready to deal
with alterations taking place within
organisational premises.
 The company is making use of
Contingency leadership style in order
make them do work efficiently as per
different business situations.
CONCLUSION
It can be summarised that management as well as leadership play an important part in
facilitating growth and development of business entity. Furthermore, it is important for an
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organisation to ascertain the internal as well as external factors that impact upon management
style adopted by a company. In addition to this, there are several leadership and management
styles that can be applied by leaders and managers depending upon the situations prevailing
within and outside the company. Apart from this, leaders and managers make use of hard and
soft skills to take control over workforce and make them work collaboratively for the upliftment
of entity.
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