Management and Leadership in Service Industry

MANAGEMENT AND
LEADERSHIP IN
SERVICE INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................4
LO1..................................................................................................................................................4
P1) Assess different management theories and apply in service industry..................................4
P2) Explain the role of the leader and different leadership styles in service sector....................5
P3) Review the management and leadership styles in the service sector....................................6
M1) Analyze the management and leader ship style in service sector........................................7
D1) Evaluate the organization current management and leadership styles ...............................7
LO2..................................................................................................................................................8
P4) Investigate the internal and external factors which influence management styles and
structures.....................................................................................................................................8
M2) Analyze the internal and external factors which influence the management styles and
structures.....................................................................................................................................9
D2) Critically analyze the management styles which are influenced by the internal and
external factors............................................................................................................................9
LO3..................................................................................................................................................9
P5) Assess current management and leadership styles with the hard and soft skills..................9
P6) Discuss future management and leadership skills in the service sector.............................10
M3) Evaluate the current and future management and leadership skills in service industry....11
LO4................................................................................................................................................12
P7) Compare and contrast the different service industry in organisation change management
system and leadership...............................................................................................................12
M4) Analyze the change management which is affecting the management and leadership
skills..........................................................................................................................................13
D4) Critically evaluate the change management and leadership skills in the service sector....13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership is about inspiring and management is about planning. Leaders have a
tendency to praise success and drive people, whereas managers work to find faults. Managers, on
the other hand, will focus on setting, measuring and achieving goals by controlling situations to
reach or exceed their objectives. Marriott International is an American multinational diversified
hospitality company that manages and franchises a broad portfolio of hotels and related lodging
facilities. It was founded by J. Willard Marriott, the company is now led by his son, executive
chairman Bill Marriott, and president and chief executive officer Arne Sorenson. Marriott
International is the third largest hotel chain in the world. This report covers questions such as
theories of management, role of a leader and different styles of leadership. Management and
leadership styles, internal and external factors of management that influence the structure of the
company are also discussed in report. The current and future management leadership skill are
also discussed in report. It also includes the Hard and soft skills of management, future and
leadership skills of management and change in the system of management (Megeirhi and et.al.,
2018). The change management process and Implementing of the leadership theories in the
hospitality industry is affecting the company at the large scale. So the report is providing the
knowledge regarding the management and leadership in the service industry.
LO1
P1) Assess different management theories and apply in service industry
Classical management theories are theories which is concentrating on the management of
the organization. It help organization to achieve the long term goals and improve performance of
hotel in the market. Management theory is including Henry fayol functions and Taylor scientific
management functions.
Henry fayol principles must be followed by the organization while working in the
effective way. Division of the work and the reduces the span of the attention or the effort which
is developing the work in the effective way. Authority has the power and right to give the order
in the effective way and it is also included the responsibility of the individual which is on the
high post and which has the authorities as well. Discipline must be followed by the employees
while working at the hotel. Discipline includes the formal and the informal agreements which are
between the firm and the employees (Alhelalat 2015). Authority has the right to command and

give the orders while the authority have right to give orders and direct to employees which are
working under them.
Employers must pay the remuneration to employee which are working in the hotel. Size
of the organisation is depends on the working of the organisation and the employees of the hotel
as well. Thew quality of work is affected by the size of the organisation. The leader must handle
the employee with the kindliness and the respect as well. Employees must be given time for
settling down in the hotel because every person would need the time to settle down in the any
kind of the situation.
Henry fayol has come up with the scientific theory of the management and it is focusing
on the efficiency and productivity of the hotel and the employee which are working in
organisation. It is developing the condition of the employee in the hotel by the way of using the
correct methods for each time and situation. Employee must be trained in the effective way
which would improve the performance of employee in hotel (Bavik 2019).
It also includes the theory of the bureaucracy which was brought up by max Weber. It is
focusing on the authority which are working at the high post in the organization. Authorities are
divided among the three types and it is including the traditional authority and charismatic
authority. It is including the traditions and custom as well. The bureaucracy is including the
function of organization and the structure of organization.
P2) Explain the role of the leader and different leadership styles in service sector
The leader has to work in hotel and manage the work in hotel. Leader has to provide the
vision to the employees which are working in the hotel. In some case employees are not
participating in the hotel and in item work as well. So employees would be working in the hotel,
but they are not provided with the guidelines for how to perform the work in the effective way.
Team members are working in the hotel, and they are driving self towards the work. Leader must
know how to establish the structure in hotel and improve the communication between the
employee which are working in hotel. Due to the effective communication performance of hotel
is improved and employees as well (Belias and et.al., 2017). Leader can the role model for
employees which are working in the organisation and it is also improving the behavior of the
employees towards work and leader. Leader must look after that the employee would motivate
employee in effective way. Employee need the inspiration and motivation from time to time