Leadership and Management for Service Industries

This document explores the concepts of leadership and management in the service industry, specifically focusing on Residence Inn by Marriott London Bridge. It discusses classical management theories, such as Weber's theory of bureaucracy and Taylor's scientific management theory, and their application in the hospitality industry. It also examines the roles of leaders and different leadership styles, as well as the impact of internal and external factors on management. Additionally, it highlights the importance of developing both hard and soft skills for effective leadership and management.

Leadership and
Management for
Service Industries
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Contents
INTRODUCTION ...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
P1 ............................................................................................................................................................3
P2 ............................................................................................................................................................5
P3 ............................................................................................................................................................6
TASK 2..........................................................................................................................................................7
P4 ............................................................................................................................................................7
TASK 3..........................................................................................................................................................8
P5 ............................................................................................................................................................8
P6 ............................................................................................................................................................9
CONCLUSION ............................................................................................................................................10
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INTRODUCTION
For every company it is essential to conduct leadership and management at the workplace
so that they attain their desire goal successfully. Leadership is considered as an individual skill
which helps them in influence others so that they conduct work properly. Management is
determining as practices through which a company can conduct their business operations and
function properly on daily basis (Anser and et. al., 2020). Organization selected for respective
project is Residence Inn by Marriott London Bridge which is operating its business in the
hospitality industry at the London, United Kingdom. They provide several facilities such as
luxury room, fitness center, Wi-Fi, kitchen in room, accessible, child friendly, pet friendly and
many more. The aim of developing this report is to understand leadership and management of
Residence Inn by Marriott London Bridge. Topics covered in respective report are related to
various leadership and management style as well as it also include role of leadership. Along with
this, it also includes hard and soft skill of management as well as leadership at the workplace.
TASK 1
P1
Classical Management Theory is mainly based upon believe that employees are having
only economical and physical form of needs and they does not emphasize upon job satisfaction
or social need, but it rather illustrate labour specialization, profit maximization and decision
making. In this with the assistance of different classical theories organisation can have a
comprehensive understanding of management and leadership concept and by implementing the
same leaders and manager of Residence Inn can effectively manage business practices quality.
Weber theory of Bureaucracy
Weber theory of Bureaucracy is an effective classical management theory that mainly
relies upon elementary principles of bureaucracy. It mainly focuses upon development of
impersonal relation, division of labour, hierarchical structure and implementation of role (Bavik,
2020). According to Weber it has been evaluated that power is having tendency of obedience
through which individual can perform their operations under compliance and rules that
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management within an organisation enforced. Mentioned below certain form of principles of
Weber theory is being defined below in relation with respective entity:
Division of labour: According to this it has been evaluated that each and every employee
is having different set of potential and capability. In relation to this manager of Residence Inn is
required to evaluate every individual capability and further assign roles and responsibility
according to their efficiency (Behera, 2020). This aid entity to drive maximum satisfaction
workforce through which the can further ensure employment relation. It further allows entity to
maximize their profitability at great extent.
Chain of command: According to this principal, it is essential for organisation to have
formative hierarchy within an organisation in which command flows from higher level to lower
level. With the implementation of this Residence Inn management can provide employees and
opportunity to develop and grow along with the ensuring maximum output.
Rules and requirements: It is an essential element that Residence Inn manager is
required to have proper compliance procedure and policies that are required to be undertaken by
employees, as it allows them to conduct their responsibilities in effective manner it further allow
organisation to ensure uniformity in their operations.
Career orientation: According to the factor it is essential for manager to place right
individual at right job in order to fully utilise their talent organizational profitability (Boukis and
Papastathopoulos, 2020). Residence Inn manager is required to emphasize upon recruiting right
candidate and further put them in right job in organisation as to enhance overall organisational
productivity.
Taylor' scientific management theory
Scientific management theory is being coined by F.W Taylor and it mainly focus upon
maximizing efficiency of employees in an organisation. It is essential for an entity to motivate
their employees with the help of different reward in order to increase their performance and
scold them for their mistakes in order to enhance their efficiency and opportunities. Mentioned
below four essential principle of taylor scientific management theory in context with Residence
Inn:
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Principles of Taylor's scientific management theories
 Respective organisation instead to allot work job any employee is required to match
capability and knowledge in order to allot them responsibilities accordingly. Along with
this, entity is also required to offer them training to increase their efficiency.
 Residence Inn is required to provide supervision and instruction by undertaking proper
monitoring of each and every employee performance as to utilise their skills in a best
effective manner (Bühler, 2020).
 Instead to undertake use of scientific approach to study work and identify effective way
of performing a particular role entity is required to replace the work by “rule of thumb”.
 Allocation of work between managers and employees in order to ensure that
administrator spend that time in training and planning of employees to increase the
performance efficiently.
P2
In an organization there are several role performed by a leader so that their company can
attain desire goal as well as objectives in effective manner. Moreover they also adopt different
leadership style so that they can take proper decision according to the situation. In respect of
Residence Inn their leader also perform several role as well as they also adopt different
leadership style. Below some of the primary role of leader and different leadership style in
respect of respective company are mentioned below:-
 Required at all levels – Leaders is the function which needed at every level in company
such as top level needed for formulation of plans and policies, middle level required for
interpretation of data, lower level give guidance to employees that how they have to
conduct their operations.
 Representative of organization – leader and manager are representative of an organization
as they present their company in front of others as well as in any meeting, conferences
and so on.
 Motivate and guide employees – It is role of leader that they motivate staffs by guiding
them so that they conduct their work in best manner as through that firm able to attain
their desire goal as well as objectives successfully and effectively. In respect of this a
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leader and manger of respective company may adopt different motivational theories such
as maslow, Hertzberg and many more. This is so because that will help in developing
effective decision which motivate staffs.
 Train and develop – It is also determine as role of leader that they train as well as develop
employees in effective manner so that they conduct work in best manner for the
attainment of desire goal.
Leadership styles
 Participative management and leadership style – In respect of this leadership a company
employer or leader involve employees in the decision making process so that they feel
motivated as well as encourage to conduct work properly.
 Visionary management and leadership style – For a leader and manager it is essential to
be visionary so that they can develop proper decision according to future situation
(Golensky and Hager, 2020). In respect of Residence Inn it is essential for their manager
and leader to have visionary management and leadership style so that they can estimate
issues or problem at the initial stage according to which they able to develop decision
properly.
 Collaborative management and leadership style – In respect of this leadership and
management style it is essential for Residence Inn manager and leader to be collaborative
in nature so that they can increase workplace effectiveness. By this respective hotel also
able to avoid situation of conflict as well as it also enhance employee’s performance
quality successfully.
Apart from these roles there are several other leadership approaches also which can be
used business firm for conducting operations in effective manner as well as also provide
assistance in goals accomplishment. These leadership styles are participative management and
leadership style, visionary management and collaborative management. Through these styles
guidance will be provide to management division by using which business firm will able to
manage each and every activity in effective manner. Along with these, they help in increasing
productivity, gain competitive advantages and many more. In addition to this, there are several
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leadership theory which an organization may adopt such as Transformation leadership theory
according to which leader prefer to implement change in order to transform business operations
and function for attaining desire goal successfully.
P3
There are several management and leadership styles which a company management
needs to have for conducting work in effective manner. In respect of Residence Inn they may
adopt Participative management and leadership style according to this leadership and
management style, manager and leaders of Residence Inn able to motivate as well as encourage
employees (Cavazotte, Moreno and Lasmar, 2020). This is so because according to this style
management involves employees in decision making process which enhance their moral and
leads to accomplishment of work more effectively. In addition to this it will also help respective
hotel to encourage as well as retain employees for the long time duration.
TASK 2
P4
There are numbers of factors which impact on the management style as well as structure,
these factors can be internal as well as external. So it is essential for a company to understand
these factors properly as that will help them in developing effective decision and plans ( Liu and
Liu, 2020). In respect of Residence Inn they are conducting their business at the hospitality
industry and it is essential for them to determine internal as well as external factors which impact
on their management style and structure. From which some main internal and external factors are
given in respect of respective hotel:-
Internal factors
 Internal relationship – This factor show the interrelationship between employer and
employees which leads to positive working environment at the workplace. In respect of
Residence Inn it is essential for management to maintain positive and effective internal
relationship as that will help management in adopting any style in effective manner as
well as it also aid in conducting work properly in specific structure.
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 Organization structure and culture – It is necessary for respective hotel to develop as
well as maintain proper organization structure and culture so that they can attain their
desire goal successfully (Pallant, Sands and Karpen, 2020). Moreover if they maintain
positive and effective hotel culture and structure it impact positively on their management
which help in attaining desire goal successfully by offer quality services to customers.
External factors
 Promoting global capabilities – It is considered as promotional activities of Residence
Inn which help them in attracting huge audiences for their hotel. It is essential for hotel to
conduct effective promotional activities as that help in gaining high profit which impact
on management style and structure positively. Moreover, it will also help hotel in
increasing their goodwill at the potential marketplace successfully.
 Stakeholder and customer – For every company stakeholder as well as customers are
important because through it they able to gain high profit and market shares successfully
(Ponting, 2020). In respect of respective hotel by attracting as well as developing
effective relationship with stakeholders and customers they able to maintain effective
system and structure at workplace because they attain high profit which motive
employees and leads to the same.
TASK 3
P5
In order to become an effective leader and manager it is essential to have soft and hard
skills because through that they can conduct their allotted work in effective manner. Moreover, if
a leader and manager have these skills then company also able to attain their desire goal as well
as objectives successfully. Below some of the primary hard and soft skills of leader and manager
are mentioned in respect of Residence Inn are mentioned:-
Hard skills: It is determined as those ranges of skills which are needed to conduct any specific
work or task (Sabran and Abd Karim, 2020). Through these skills a person carry out their
responsibilities and roles properly which help in attaining goal.
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 Data analysis – According to this it essential for a leader to have proper data analysis skill
so that they can conduct different practices in effective manner such as data engineering,
data visualization, web analytic, research, data mining and many more. By having this
skills respective company manager able to conduct market evaluation in effective manner
which help in developing effective decision.
 Accounting – Through this hard skill manager and leader able to take effective
accounting decision which help in attaining goal. In respect of this there are several
accounting software which knowledge is required such as Microsoft excel, Microsoft
visual basic, big data analysis, IBM cognos analytic and many more. By having this hard
skill manager and leader of respective company able to develop effective decision and
plan related to finance and budget which help in conducting work properly and
effectively.
Soft skills: It is determined as bunch of beneficial characters or qualities which describe a person
connection in a milieu. Generally these skills include or incorporate correspondence, language
abilities and many more which help in influence other properly.
 Communication – It is essential for a company manager to have respective skill because
through that they can understand as well as make other understand in effective manner.
This will also help in encouraging other for accomplishment of work in effective manner
(Singh, Akbani and Dhir, 2020). in respect of Residence Inn their manager and leader
need to have respective leadership and management style as that will help in conducting
communication in effective manner with customers, stakeholders, employees and so on.
 Creative thinking – It is necessary that manager and leader need to have creative thinking
because through that they can develop effective decision according to situation. In respect
of respective company it is essential for their manager and leader to have respective
leadership and management skill so that they can develop creative as well as innovative
decision in any situation. In addition to this it will also help in motivating employees and
attracting guests at the hotel.
 Team dynamics – According to this skill it is essential for service industry employees to
know how to conduct work in team because through that they can conduct work properly
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and attain desire goal successfully. In respect of Residence Inn, by having this skills their
employees perform duty in team which minimize error and conflict. Moreover for
developing this skill they can attain training as well as workshop under the professional
or expert of respective industry.
P6
There are several management and leadership skills required by a leader and manager so
that they can attain their goal as well as objective in successful manner. Moreover for this they
need to conduct several practices so that they can enhance management and leadership properly
and effectively. Below some of the main leadership and management skills are given which are
required by Residence Inn manager and leader are mentioned:-
 Decision - making – It is essential for Residence Inn manager and leader to have decision
making skill so that they can develop proper decision according to situation, guest
requirement and many more. This will also help in developing decision related to
increase in number of guests so that they can attain desire goal successfully.
 Strategic mindset – In respect of this, by having this management and leadership skill
manager and leader of respective hotel able to take proper, creative and innovative
decision which helps in resolving issues properly (Uysal, Joseph Sirgy and Kim, 2020).
In addition to this, it will also help in avoiding situation related to the conflict as well as
wastage at the workplace of respective hotel.
 Problem - solving – It is one of the main skill which manager and leader need to have
because through that they can attain their desire goal successfully. In respect of
Residence Inn by having respective management and leadership skill manager and leader
able to solve problems of guests, clients, stakeholders and customers in effective manner.
 Communicating skill (verbal and non-verbal) – For a person who is conducting their
work in hospitality industry it is necessary that they must have communication skill. This
is so because that will help them in interacting in effective manner. in respect of manager
and leader of respective hotel need to have communication (verbal and non verbal skill)
because through they effectively communicate with customers, stakeholders, employees
and so on.
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CONCLUSION
By analyzing above discussed points it can be conclude that for every firm it is important
to adopt effective leadership and management functions because it leads to attainment of desire
goal as well as objective successfully. In respect of this a firm may adopt different classical as
well as management theories which help in attaining desire goal such as Weber theory of
Bureaucracy, Taylor' scientific management theory and many more. Moreover it is essential for a
leader to know their role so that they can adopt proper leadership style which helps company in
conducting their work in effective manner. Manager and leader also need to have several hard
and soft skills so that they conduct work properly for the attainment of desire goal as well as
objective successfully. By adopting this company able to develop proper decision through which
they can conduct activities properly for the attainment of desire goal and target successfully.
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