(Doc) Management and Leadership Styles in Hospitality Service Sector

“The Influence of Technology on
Management and Leadership Styles in
Hospitality Service Sector,
The Way Forward”.
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Outline
 Key Internal and External technological factors that influence
management styles.
 Characteristics of effective manager in the contemporary hospitality
industry in the face of increased technology-.
 Understanding your customers’ need and review of the multigenerational
leaders and their characteristics
 Present a critical view on specific changes in management styles, by
reviewing a referenced Report)

INTRODUCTION: Service industry is defining as a business whose main purpose is to serve for the benefit of
society. Both leaders and managers plays a great role by providing guidelines to their employees so that they
can perform effectively and contributes to the success of an organisation. To study this report, Hotel Wa-Pila is
taken. This study will cover the external and internal factors affecting the style of management and structure of
service industry.
Internal and external factors influencing the management styles and
structure of service industry
Management style refer to a way through by which managers are able to handle situations and deal with large
number of employees. The environment in which organisation is performing their duties has both positive as
well as negative influence of internal and external factors. Influence upon the working of an organisation can
be clearly seen with the help of management styles. Some of the factors that influence the management styles
are mentioned below:
Internal factors: It refers to those factors which are present inside the organisation and has an impact on the
operations of Wa-Pila. Some of the factors are mentioned below:
 Employees: In the context of hospitality sector, employees are considered as one of the most vital
component as through them profitability and productivity can be achieved. With use of proper
management style by the managers of Wa-Pila, employees are able to work on the guidelines given by
the superiors. In case managers failed to provide the guidelines it hampers the work of an organisation
as with the help of employees only Wa-Pila is able to interact with customers and provide satisfactory
services to them.
 Company's Culture: The culture of any organisation consist up of their employees and values. Wa-
Pila hotel must ensure that they provide healthy culture to their employees. The culture must be very
friendly so that employees can contact their manager whenever required. Effective culture results in
retaining the employees for a long period.
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External factors: These are the factors that are beyond the control of management and lays outside an
organisation. Before selecting of any management style company need to know about the external factors
which are mentioned below:
 Technology advancement: In hospitality sector, technology is upgrading at a fast pace which results
in affecting the working of an organisation and also influence the style of management. It is required
for the manager of Wa-Pila to analyse all the changes in technology and then formulate the
management style accordingly. As every time with the change in technology, managers are required
to provide training to their employees so that they can work together with a change.
 Customers: It is very important for Wa-Pila to manage their customers and stakeholders properly as
they are only the one through which organisation can attain success. So the managers are required to
know about the expectation of customers. Accordingly, strategies need to be formed by the managers
and then further guide to the employees which results in satisfying the needs of customers. By
managing the stakeholders effectively, company will have large investment and capitals, which results
in effective performance of organisational activities.
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Characteristics of effective manager in hospitality industry:
Communication: Managers of Wa-Pila are effective communicator and through this ability they are able to
communicate with individual as well as team members. This help him to solve the conflicts that arise between
different members or between the customers.
Reliability: In order to handle a team, manager need to reliable so that every employee feel free to contact them
whenever required. Manager of Wa-Pila is very supportive and reliable towards their employees which result
in increasing profitability of the company.
Characteristics of multi-generational leaders:
Supportive: The leaders of Wa-Pila hotel are very supportive toward their subordinates which led them to
perform their duties efficiently. Leaders by providing support to the employees result in increasing the
productivity and also motivate them to perform at their best level.
Delegation: The leaders of Wa-Pila are in direct contact with their employees which led them to know about
the abilities of every individual. Through this leader are able to delegate the task to their employees that results
in timely completion of the work.
Specific changes in management style: Management style is a way which is used by managers in
accomplishing of the goals and objectives of the company. There is different type of management style used by
every organisation but they need to be changed from time to time in order to effectively perform. As in the case
of Wa-Pila, if company want to improve the productivity of its employees then it must use democratic style as
here by using the views of employee’s company can effectively contribute to the decision making process.
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Specific changes in management styles
It is very important for respective company to conduct change in its management style in order to achieve
desired goals. Management style play a very crucial role in organisation as it is essential for conducting
business activities as well as managing them properly. By changing its management style company can
enhance its productivity as well as performance of employees. This is helpful in attracting more and more
customer towards business as it will lead to conduct organisational activities in new and effective manner.
Organisational desired targets will be achieved timely as employees will be more motivated towards their
power as well as use their full capabilities and skills.
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Impact of technology on Leadership
Technology create an impressive effect on leadership in different aspect in term of negative as well as positive. Within in
an organisation, it has modified the way to connect each other’s. Technology is a driving force behind the new style of
leadership and it affect by technological change in learning, communication, diversity etc.
Flexibility- It create flexibility in the way of work due to innovation of different software. Due to this change meeting can
take place over audio and video messaging suites. Employees can work from home and form any other location outside of
the office.
Diversity and expand on new market- Language barrier is the one of the major challenge for the company which want to
expand their business at global level. So by offering automatic translation tool, technology also help in this issues and
positively affect the leadership. Because the leader can recruit qualified employees from all over the world.
Training work is taken to a new level- With the influence of technology, organisations provide training, inductions and
orientation to new employees by using technological instruments and equipment’s. Though a dedicated software
application, employees can chart and monitor their own learning and progress report.
CONCLUSION: From the above discussion it can be concluded that company must consider both internal and external
factors before adopting of any management style. There are some characteristics of managers and leaders that contribute to
the success of hospitality industry.
Past Leadership: The companies at the earlier times makes use of Autocratic Leadership Style due to low knowledge and
skills of employees and small size of organisation so due to this reason in the past Autocratic Leadership Style was used.
Present Leadership: With the improvement in the working style and skills and efficiencies of employees the leadership
style has also been changed to Democratic Leadership Style considering about the suggestions of employees also.
Future Leadership Style: Looking upon the situation of future, there is uncertainty about the situations that could be
confronted by the organisation. On the very basis, there are chances that organisations may adopt situational leadership
style which the leaders will make use of looking on the situations confronted by them in the organisation.
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