Unit 5 Leadership and Management for Service Industries

UNIT 5 LEADERSHIP
AND
MANAGEMENT FOR SERVICE
INDUSTRIS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Diverse classical management theories in context of service industry.............................1
P2 Explicate role of leader as well as various leadership styles within service sector..........2
P3 Review on management and leadership styles within particular service sector. .............3
TASK2.............................................................................................................................................4
P4. Examine internal and external factors which impacts management style and structure . 4
Task 3...............................................................................................................................................6
Covered in PPT.......................................................................................................................6
Task 4...............................................................................................................................................6
Covered in PPT.......................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Management is defined as a tool which assist organisation to manage, control and
formulate goals as well as objectives for an organisation. Leadership refers to art of motivating
set of people who are responsible for acting towards attainment of identical goals (Bratton and
Gold, 2017). Basically, it is a process in which individuals are motivated as well as influence
different employees for attaining goals within effectual way. Leader is responsible for
formulation of new vision and direction but management assist to control and direct individuals.
With respect to scenario which has been provided, it has been found that, Docklands Academy,
London with three restaurant chains Tas, Haz and Hazev in a partnership. This report comprises
of classical theory of management along with their applications. Along with this, role of leader
as well as various leadership styles have been explicated. Furthermore, leadership and
management styles within particular service sector are reviewed. Apart from this, internal and
external factors which impacts management styles are illustrated.
TASK 1
P1 Diverse classical management theories in context of service industry
Different management theories has been used by organisation that will assist them to
attain organisational goals and manage performance as well as tasks carried out by employees.
Management theories acts like a effectual tool within entire organisation. Classical theory is
based on values of employees associated with economic and physical requirements. With respect
to Finance Manager who works with chain of restaurants Hazev, Haz and Tas, these theories
have been evaluated with respect to Docklands Academy, London. They are specified below: Behavioural: This theory deals with concepts related with conflict resolution, job
satisfaction and motivation for entire team. With respect to present context, Finance
Manager within Hazev, Has and Tas they posses an ethnic restaurant chain which are
responsible for offering Anatolian cuisine. Along with maximum of their employees
speak Turkish language. As per the manager, it is a large family as maximum of
employees belongs to different regions. Thereby, image of restaurant has been formulated
and they appear as an friendly organisation (Cheema, Akram and Javed 2015).
 Administrative theory: With respect to this things are organised within systematic way.
This comprises of clear tasks, division of labour along with hierarchical structure of
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organisation. Basically, they deals internal factors of organisation. Their major focus is to
attain extrema in their organisation goals within organised way. With respect to service
industry like Hazev, Has and Tas interacts with finance manager. This communication
do not need elaborated steps but it deals with proximate actions with respect to problems
if they occur. The structure which is presented by restaurant is horizontal within nature
(Dana, Mukaj and Vishkurti, 2016) .
P2 Explicate role of leader as well as various leadership styles within service sector.
Leadership refers to capability for adapting to the settings in which each individual is
empowered for contribution of creativity for solving certain problems. Generally, it is a tool
which is being utilised by diverse organisations for motivating employees and create an
affirmative impact on tasks which are assigned to them in efficacious manner. Leader is an
individual who encourages as well as inspire other employees through which pre-determined
organisational objectives and goals can be attained. With reference to Docklands Academy, Tas,
Haz and Hazev; with respect to this three different leadership styles have been utilised by leaders
they are Hands-off, consensual and authoritarian approaches. These styles are elaborated below: Hands-Off Approach: This is also referred to as delegation style of leadership. Basically,
this is a approach in which decision making processes are taken into consideration. Tas,
Haz and Hazev is responsible for implementation of approach for restricted level. They
are basically focussed on lower level of employees in order to take minute decisions
which allow experienced staff members (Jang and Kandampully, 2018). Consensual leadership style: The major focus of this style of leadership is on
acceptance , encouragement, motivation and flexibility. Finance manager of Docklands
Academy communicates with academy representatives as manager believes that they are
effectual within management of restaurant. For these purposes, manager of restaurant is
responsible for training as well as communicating end results to Managing Director of
restaurant.
 Autocratic leadership style: With respect to this style of leadership, leader posses
complete authority and power. They are responsible for formulating decisions without
taking into consideration interaction with team members and communicating the same to
others. Within recent case scenario, restaurants aims at rendering enhanced quality
services for their potential customers (Jang, Zheng and Bosselman, 2017). In this context,
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manager of restaurant executes decision making within authoritative manner for
maintaining enhanced quality services of their customers.
P3 Review on management and leadership styles within particular service sector.
Cafes, bars and restaurants of Hazev, Has and Tas has adopted different leadership as
well as management styles which are flexible and open. Assistance of this manager can make
decisions in collaboration with top management as well as low level managers.
Management Practices:
Hazev, Haz and Tas is making use of direct organisational structure which are being used
by Administrative Management Practices. By reduction of redundant levels for communicating
with each other will lead to obviation of cost for entire team of restaurant. With respect to this,
line of authority can eliminate middle-man which are not required (Koutroumanis and Dixon,
2018). Apart from this, it renders centralised approach for decision-making process which is a
foundation of classical theory of management. On the other hand, high level management is
responsible for taking effectual decisions. Along with this, top level management involves within
middle level managers in the process associated with decision making which shows flexibility as
well as openness among staff members and management.
Leadership Style:
With assistance of communication with Finance Manager with Restaurant Manager, it
has been observed that leadership style which have been utilised by them are not in alienation.
Among finance manager and restaurant manager knowledge-based relationship prevails.
Employees are provided training with respect to alterations which have been occurred within
organisation in terms of digital technology. In order to improvise decisions made by business,
guidance, suggestions and feedbacks must be furnished to management team thereby leads to
affirmative results. In this case consensual approach can be followed by leaders for
implementation of modifications within organisation. Manager of restaurant will be using
accumulation of different leadership styles for improvising and taking significant decision
associated with business (Nieves and Segarra-Ciprés, 2015).
For successful implementation of management practices as well as leadership styles
managers needs to assess and analyse such practices in advance. With the assistance of these
management practices and leadership styles organisation can bring satisfaction to around 90% of
their employees.
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TASK2
P4. Examine internal and external factors which impacts management style and structure
There prevails diverse factors which creates impact on organisation either internally or
externally. This can be in form of styles which are being used by managers of restaurant as well
as their structure. These factors are illustrated below:
External factors: The factors which are present outside business organisation but creates
strong impact on entire working structure of organisation are referred to as external factors.
There exists certain factors which are responsible for directly creating impact on management
styles which are being used by organisation (Perna, 2016). They includes, political, economical,
social and technological factors. Political factors: With respect to this, certain rules as well as regulations are defined by
government of country which must be acknowledged by Hazev, Haz and Tas. In context
of given case study, management of organisation is amends certain laws associated with
tariffs, tax rates and various other policies which are implemented by government. If any
kind of alteration occurs within tax rates, then a direct impact will be created on
management structure of organisation. Economical factors: Economic situations creates a strong impact on business operations
which comprises of inflation rates, exchange rates and many others. Within given case
study, if any alteration occur within labour cost then it will have strong influence on
organisation with respect to production cost. As a result, alterations will occur within
external factors which will lead to impact working structure of organisation. Social factors: In this, various elements are taken into consideration which comprises of
taste of customers, income level, their preferences and various other factors. At present
scenario, people are health and they opt for having food which contains low fats as well
high nutrition products. This factor impacts entire style and structure of organisation.
Managers of restaurant renders enhanced quality as well as healthy products by which
healthy relationships can be maintained with customers. Technological factors: With continuous alterations within technology, structure and
management style as well as its structure restaurant is affected negatively (Payne-Palacio,
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2016). For staying away from such types of conditions managers of company needs to
opt for latest techniques for producing high quality of services and products.
Internal factors:
They are those factors which occurs within premises of organisation and affects their
internal structure as well as working style (Shek and et.al., 2017). For an instance, strengths as
well as weaknesses of organisation along with their opportunities and threats for an organisation
can be analysed. They are illustrated below:
Strengths Weakness
 The biggest which restaurant has is that
their employees are highly educated
and render high quality services to their
customers.
 Restaurants managers render peculiar
services to customers which comprises
of free home delivery as well as offers
like buy one get free after midnight.
 Their major weakness is that they do
not have trained due to which they are
slow in furnishing their services.
 Managers alter the menu card but chefs
are not aware about how these dishes
can be prepared.
Opportunities Threat
 Managers of organisation can expand
their operations at international level
which renders opportunity for Hazev,
Haz and Tas chain.
 Organisation can furnish effectual
services by which they can captivate
more number of customers.
 Location of the organisation is largest
threat for an organisation, if restaurant
is launched within country where there
is well established firm then it will lead
to decline within their revenue.
 Alternatives are available within market
and they furnish high quality services at
less price which will be threat for an
organisation (Bratton and Gold, 2017).
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Task 3
Covered in PPT
Task 4
Covered in PPT
CONCLUSION
From above report, it can be concluded that Hazev, Has and Tas with assistance of
leadership as well as management skills can improvise their working style. For this they can
make use of different styles such as consensual, hands-off and promotions. Apart from this, by
opting for digital marketing tools, performance and brand image can be improvised which will
also lead to generation of high revenue. By having continuous alterations within digital
technology organisation has been impacted within affirmative manner through which resistance
to alteration can be defeated.
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REFERENCES
Books and Journal
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
Cheema, S., Akram, A. and Javed, F., 2015. Employee engagement and visionary leadership:
Impact on customer and employee satisfaction. Journal of Business Studies
Quarterly. 7(2). p.139.
Dana, B. G., Mukaj, L. and Vishkurti, M., 2016. Creating a model culture of management
change. Annals of the University of Oradea, Economic Science Series. 25(1). pp.871-
880.
Jang, J. and Kandampully, J., 2018. Reducing employee turnover intention through servant
leadership in the restaurant context: A mediation study of affective organizational
commitment. International Journal of Hospitality & Tourism Administration. 19(2).
pp.125-141.
Jang, Y. J., Zheng, T. and Bosselman, R., 2017. Top managers’ environmental values,
leadership, and stakeholder engagement in promoting environmental sustainability in
the restaurant industry. International Journal of Hospitality Management. 63. pp.101-
111.
Koutroumanis, D. A. and Dixon, D. P., 2018. LEADERSHIP PARADIGMS, GENERATIONAL
DIFFERENCES AND CULTURAL NORMS AND THEIR EFFECTS ON SERVICE
QUALITY IN THE RESTAURANT INDUSTRY. Journal of Business &
Entrepreneurship. 29(2).
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Payne-Palacio, J., 2016. Foodservice management: Principles and practices. Pearson Education.
Perna, B. S., 2016. Exploring situational leadership in quick service restaurants. Journal of
Business Studies Quarterly. 8(2). p.1.
Shek, D. T. and et.al., 2017. Service leadership under the service economy. In Global and
culturally diverse leaders and leadership: New dimensions and challenges for business,
education and society (pp. 143-161). Emerald Publishing Limited.
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