Evaluation of Management and Leadership Skills in the Service Sector

This report evaluates the current management and leadership skills in the service sector, discusses future skills, and compares different change management systems and leadership styles in service industry organizations.

Project
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Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 3............................................................................................................................................3
P5 Evaluate current management and leadership 'Hard' and 'soft' skills by using examples in
service sector...............................................................................................................................3
P6 Discuss future management and leadership skills in service sector and way to it achieved
them. ...........................................................................................................................................5
TASK 4............................................................................................................................................7
P7 Compare and contrast different kinds of service industry organisations change
management system and leadership in implementing change....................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11
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INTRODUCTION
Leadership and management terms often consider synonyms of each other, it is very
much potential to understand that leadership is core of effective kind of management. As as core
of management, potential leadership focus on building environment in which every personnel
can get the opportunity to prosper and develop oneself capabilities (Weiss, Tappen and Grimley,
2019). Leadership refers to potentiality to influence and drive efforts of group for accomplishing
organisational goals and objectives. Respective report is based on the Marriott Hotels is an
American multinational diversified hospitality organisation which manages and franchise broad
portfolio of hotels and other related lodging facilities. Respective report is based on the current
management and leadership hard and soft skills. Further it includes future management and
leadership skills and way to achieve the same. Finally it includes comparison and contrast in
differ service industry in organisation regarding change management systems and leadership.
TASK 3
P5 Evaluate current management and leadership 'Hard' and 'soft' skills by using examples in
service sector.
In an organisation, whether one is office manager or project leader it is very much
important to have the Hard and soft skills assist to interact with employees or within the team
members (Qiu and et.al., 2019). In dynamic business world, it is very essential to develop
respective kinds of skills in order to remain competitive in marketplace. Here are potential kinds
of Hard and soft skills in context of management and leadership.
Hard skills:
Hard skills defined as the specified information and knowledge that are acquired by using
education or training (Shamim, Cang and Yu, 2019). In context of Marriott hotel their
management and leadership Hard skills are as follows:
Hard skills of Management:
There are no. of Hard skills potential for service industry in order to serve consumers in
best manner are as follows:
Computer technology: In today's business world, all employees must required the basic
knowledge of computer technology and many organisation demand candidates to apply for
technology based platforms. In context of Marriott hotel they required computer knowledge in
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their management in accumulation of data and information, present organisational products in
front of consumers and many more in order to remain competitive in marketplace. For an
example, to educate regarding respective hard skill organisation also conduct classes as per
advancement of technology.
Hard skills of Leadership:
Hard skills of leadership are as follows:
Hard communication skills: While communication skill is often viewed as a soft skill to
interact with people (Priyadharshini and Melwyn, 2020). There are no. of ways consider as an
strength for a communicator to be demonstrated. Effective kind of communication skill helps to
an individual to stand out from the other candidates. In context of Marriott Hotel which is
multinational organisation and deals with people who belong from differ culture, language and
values. In that regards it is very much potential to have knowledge about foreign language,
digital communication and copywriting to express own views in front of people.
Soft skills:
A wide range of skills come under the soft skills also known as transferable skills. It
includes interpersonal skills that requires lots of practice to manage relationship with those
around an individual. Here are the soft skills for leadership and management.
Soft skills of Management:
Critical thinking skills:
For an effective manager it is very much important to have skills to think critically,
recognize potentially and access issues that helps in taking effective kind of issues that rely on
kinds of variables and point of consideration (Luo and et.al., 2019). In context of Marriott Hotel
they test their employees critical thinking skills as it contribute in taking potential kinds of
decisions. Think critically is very much important as pace of business gradually increased and
manager encounter with complex decision making every day. By question about assumptions,
deeper thinking than the surface and find out potential in every situation helps to gain desirable
outcomes. In context of Marriott Hotel they focus on critical thinking skills as it helps in closely
observe aspects for gaining desirable outcomes.
Soft skill of Leadership:
Empowerment:
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Business may fail if their employees lacked with hard skills by using the combination of
pre employment screening and employee training that usually cared for. It is often common that
business encounter failure due to lack in soft skills in a leader (Latif and et.al., 2019). So it is
very much important for an organisation to have soft skills in their leader so that they can gain
desirable outcomes. One of most crucial but overlooked leadership skills is empowerment, it is
ability of a leader to encourage and inspire to their subordinates to take initiative. In context of
Marriott Hotel empowerment of employees is very much important and majorly in hotel industry
in which employees have to serve consumers continuously.
Therefore, it has been analyse that for an organisation soft and hard skills plays very
much important role in enhancing profitability and sustainability in marketplace. By taking
proper classes and other tools such as You tube helps in developing respective kind of skills to
remain competitive in marketplace.
P6 Discuss future management and leadership skills in service sector and way to it achieved
them.
In the professional landscape which is very much dynamic and in present constantly
moving towards the fast moving changes. There are more and more demanding jobs are take
place in marketplace in which most are automated by technology such as artificial intelligence,
machine learning, robotics and many more (Kristensen, 2020). Due to thrust of globalization
team members becoming very much desperate to take more and more challenging tasks. In
context of Marriott Hotel to remain competitive in marketplace it is very much potential to adopt
future management and leadership skills in service sector that are as follows:
Future management skills:
In the dynamic business world it is very potential to command over the skills that helps to
remain competitive in business environment that are as follows:
Technology management skills: Technological advancement is very much important for
organisation to continuously grow business and related activities. There will be no jobs in market
that is immune from its effects, in that regards it is potential to develop respective skills in
oneself. Whilst the manager of future not necessarily be coding experts but they have
comprehensive understanding of technology applications, capabilities and trends of market. In
context of Marriott Hotel, they need to have skills to give advice to their teams to execute their
work in effective manner. As the role of technology shift from support efficiency to driving
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effectiveness in that regards organisation require tech expertise in their senior employees. By
adopting the technological management skills course that is available online helps to enhance
technological management abilities of managers. From machine learning to robots taking over
the work place and technology will be present in every sphere to improve life of people.
Accepting of diversity: Due to fast moving technology that there will be more utilization of
outside contractors to gain right outputs (Kim and Toya, 2019). In that regards management
need to adopt contracting, negotiating and handling various areas for gaining effective kinds of
outputs. In context of Marriott hotel that is multinational organisation deals with diverse people.
In that regards it is very much potential to have skill to coordinate differ class of individuals. It is
only possible by giving proper education to people and harmonize their activities potentially. To
deal with diversity it is very important to have knowledge of various languages and culture so
that manager can understand their concern and build tactics to effectively gain desirable
outcomes.
Future Leadership skills:
Lateral thinking:
In future leadership skills consist of lateral thinking that also known as creativity,
innovation and fresh thinking. In future to remain competitive in marketplace, leaders needs to
connect dots that not connected before for bringing new ideas for gaining competitiveness of
market. In the innovation practice consist of various tools and mix them together to evaluate that
what is new created (Hight, Gajjar and Okumus, 2019). In context of Marriott hotel to gain
sustainability in marketplace innovation in products and services is very much potential. In that
regards work on the lateral thinking is very significant. To develop lateral thinking it is very
important to identify the limiting cognitions, incorporate oneself with online group collaborative
activities and integrate with simulations and branching scenarios.
Emotional intelligence:
For an employee will require healthy amount of emotional intelligence that is very
important and critical at work place to manage and understand the emotions of their employees.
Respective skill contributes in building close relationship with employees that not only
contribute in organisational profitability but also in sustainability of market. To develop
respective skill required lot of practice such as using assertive kind of communication style,
remain motivated and self aware about aspects to take correct decisions.
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From the above description it has been analyse that skills and capabilities within an
individual plays very much important role in gaining desirable goals and objectives. By
accessing needs of near future management and leadership can develop potential kinds of skills
in order to give one of their best efforts in organisational as well as self development.
TASK 4
P7 Compare and contrast different kinds of service industry organisations change management
system and leadership in implementing change.
Service industry is a important part of economy that build services rather than tangible
objects and contributes in generation of employment (Hassi, 2019). In respective report the
Marriott hotel is belong from the Hotel industry and other is TUI Group from Travel and tourism
is from service industry.
Basis Marriott Hotel TUI Group
Change management Change management refers to
the take care of people from
the side of change to gain
effective kind of outcomes
from them. In context of
Marriott hotel they plan
effectively about changes.
Such as adaptation of advance
technology in order to enhance
consumers experience
potentially contribute in their
profitability and sustainability
in marketplace. While
implement change they apply
Lewin's change model to
properly educate people about
change so that they can
contribute one of their best
In context of TUI Group which
is very much concerning about
changes in their organisation
and educate their employees
regarding it. They by
conducting training and
development by accessing
employees skills and
capabilities in order to obtain
desirable outcomes from them.
In context of TUI Group by
using risk analysis tools to
access degree of change in
their organisation associated
with job changes, pays and
benefits, unique personal
issues and many more for
coordinating changes
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efforts (Golensky and Hager,
2020).
potentially. By using the
Kotter's change model
respective organisation can be
able to acknowledge about
changes and its significance
for employees as well as for
organisation.
Leadership in implementing
change.
In an organisation while
changes takes place, leaders
plays very significant role.
Leader plays positively
influence the behaviour of
their subordinates and educate
them properly about
significance of change for
them. While changes implies
in organisation leader adopt
the leadership style. In context
of Marriott Hotel they to
implement change adopt
transactional leadership, in
which manager and leader
reward their employees for
precisely work persuade by
them. In respective kind of
leadership style marketing
team receives scheduled bonus
by leads at end of quarter to
motivate employees
potentially. By using
respective kind of leadership
It is very significant for a
leader to adopt to the
leadership style to lead and
inspire people in attaining the
desired goals and objectives in
potential manner. In context of
TUI Group by using the
transformational leadership
where leader work with the
team in order to identify
change, creating a vision to
attain the same by inspiring
and executing change in
committed manner so that
organisation can able to gain
desirable outcomes. So the
major difference in their
approach to lead people that
helps in creating a holistic
view to comply with changes
positively. In that regards
potentiality of results enhances
so it is very much important to
choose one of best leadership
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style, leaders give education
about change and its
potentiality for them so that
they can contribute one of their
best efforts positively (Chan,
S.C., 2019) .
style that match with
organisational goals and
objectives in potential manner.
It is very potential to apply changes positively within organisation and it can be possible by
proper planning and implementation of strategies and tactics build to imply changes effectively.
By using change management organisation can be able to determine significance of change and
tactics to help people to overcome from their development. In that regards leader and their
leadership style is very crucial to obtain desirable outcomes in positive manner.
CONCLUSION
From the above report it has been concluded that for an organisation leadership plays
very much important role in gaining effective kind of management to operate business activities
in proper manner. For effective kind of leadership and management 'hard' and 'soft' skills plays
very much important role in leading and communicating people potentially. In the dynamic
business world it is very much crucial to build capabilities in oneself to remain enough
competitive by future management and leadership skills. For an organisation change plays very
much important role while imply it, potential to plan and coordinate in potential manner. There
are differ ways to implement changes and leadership style within organisation.
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REFERENCES
Books and journals:
Chan, S.C., 2019. Participative leadership and job satisfaction. Leadership & Organization
Development Journal.
Golensky, M. and Hager, M.A., 2020. Strategic leadership and management in nonprofit
organizations: Theory and practice. Oxford University Press.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context. International Journal of Contemporary Hospitality Management.
Hight, S.K., Gajjar, T. and Okumus, F., 2019. Managers from “Hell” in the hospitality industry:
How do hospitality employees profile bad managers?. International Journal of
Hospitality Management. 77. pp.97-107.
Kim, S. and Toya, K., 2019. Leadership style required for the transition to servitization in
Japan. Journal of Manufacturing Technology Management.
Kristensen, E.K., 2020. Systemic barriers to a future transformation of the building industry
from a buyer controlled to a seller driven industry: an analysis of key systemic variables
in the building industry, such as' procurement model','buyer perception','production
mode' (Doctoral dissertation).
Latif, K.F., Latif, I., Farooq Sahibzada, U. and Ullah, M., 2019. In search of quality: measuring
higher education service quality (HiEduQual). Total Quality Management & Business
Excellence. 30(7-8). pp.768-791.
Luo, A., Guchait, P., Lee, L. and Madera, J.M., 2019. Transformational leadership and service
recovery performance: the mediating effect of emotional labor and the influence of
culture. International Journal of Hospitality Management. 77. pp.31-39.
Priyadharshini, N.M. and Melwyn, A.T., 2020. A Study on Leadership Skills Of service Industry
Executives in Chennai. TEST Engineering & Management. 82. pp.11571-11577.
Qiu, S., Alizadeh, A., Dooley, L.M. and Zhang, R., 2019. The effects of authentic leadership on
trust in leaders, organizational citizenship behavior, and service quality in the Chinese
hospitality industry. Journal of Hospitality and Tourism Management. 40. pp.77-87.
Shamim, S., Cang, S. and Yu, H., 2019. Impact of knowledge oriented leadership on knowledge
management behaviour through employee work attitudes. The International Journal of
Human Resource Management. 30(16). pp.2387-2417.
Weiss, S.A., Tappen, R.M. and Grimley, K., 2019. Essentials of nursing leadership &
management. FA Davis.
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