Leadership and Management for the Service Sector Challenges in the 21st Century

Leadership and
Management for the
service sector

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15
Books and journals:..............................................................................................................15

INTRODUCTION
The word leadership is very significant in management. It signifies an ability or art of a
person or a group of person to guide or influence his team members and other members in an
organization. Leaders are identified and needed in most important aspects of society, politics,
region, business, or community based organization. Leadership and management are
interchangeable but signifies the same concept. Leadership includes forming a vision and
influence others to work towards that vision (Martins, 2020). While on the other side,
management is the oversight of the strategical steps which is needed to accomplish that particular
work. The company chosen in this essay is “Premier Inn” which is a British hotel brand in UK.
In 1987, the brand was founded by Whitbread as Travel Inn. Lately, he took over Premier Lodge
in 2004 and combined with Travel Inn. So, their current business is known as Premier Travel
Inn. It is one of the largest hotel brand in UK which operates their business in different locations
which cover suburbs, City centers and airports. It is a hotel which has more than 72,000 rooms
and 800 hotels. It has allocated their business in different countries such as UK, Ireland, UAE
and Qatar. The topic which is chosen is “challenges to face managers within the 21st
century”.
MAIN BODY
The term “leadership” can develop several images in mind such as a political leader, an
explorer or an executive. Leader always tries to support themselves and their followers to do
right things. They set goals, vision, direction and try to create something unique and different.
Leadership is meant by an art or ability of influencing and motivating a group of individuals to
act towards accomplishing shared objectives (Laub, 2018). In business terms, this can be
understood as a guiding and directing employees and colleagues with a tactic to meet the certain
needs and requirements of an organization. Effective leadership depends on original and
borrowed ideas that can be communicated effectively to their team members which helps them to
engage in an activity. In any organization, the leader acts differently from manager. A leader is
an individual who guides, directs, motivates and influences the team member’s behavior towards
the attainment of certain goals and objectives. While, manager is a person who is responsible in
an organization for the management of work of his team of individuals and takes required actions
whenever the situation is demanding. A leader provides a guidance and direction to the team

members that can encourage to attain them effortlessly. While a manager performing the role of
formulating the organizational structure and delegating responsibilities and authorities to the
staff members. In context of Premier Inn, there are various qualities that help leaders to attain
success in his leadership.
Integrity is one of the essential quality that every leader must keep. A good leader in
Premier Inn, should be understand that integrity is the foundation of any effective leadership. It
does not matter how the situation is difficult or hard a leader and he must courage with his
thoughts and principles without compromising. He should deliver ethical promises which he can
fulfil. According to the viewpoint of Leading Effectively Staff (2021), another quality of good
leadership is communication. A leader must possess with effective communication skills in order
to transmit the information to influence his followers. He must be able to listen carefully and
communicate with lots of people across roles, social identities, geographies and many more.
When a leader possesses a skill of good communication across the organization then it directly
affects the achievement of business goals (Karlshaus, 2020). Also, open conversation and
effective communication with team members can actually enhance the culture of any work place.
A leader also has an ability to influence other. In organization, being able to influence or
convince other people through emotional logical or cooperative appeals is a very significant
characteristic of effective and inspiring leaders. Influence does not mean manipulation but it
required to be done transparently and in authentic way. It needs to develop trust among people as
well as emotional intelligence (What Are the Characteristics of a Good Leader, 2021). Courage
is the quality of a good leader. Sometimes it can be very difficult to speak up at workplace
whether a leader wants to share his new idea or provide a feedback or a concern to his followers
or one above him. Instead of ignoring any issues or stirring conflicts, courage in a good
leadership move things in the right way. In Premier Inn, an organization with high level of
psychological safety further support courage and truth. Treating people with respect is another
essential quality of a good leader. It will ease conflict and tensions trust and enhance
effectiveness in an organization.
Change is the rule of nature and managing employees in an organization is never an easy
task. The pandemic has created a rapidly changing business surrounding and developed a number
of new hurdles. Due to such situation, managers in 21st century facing lots of challenges and