Unit 5 - Leadership and Management for Service Industries

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Assess different classical management theories and apply these in a service industry
context.........................................................................................................................................3
P2 Explain the role of the leader and different leadership styles in a service sector industry
context.........................................................................................................................................5
P3 Review the management and leadership styles in a specific service sector organisation......6
TASK 2............................................................................................................................................7
P4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organisation.................................................................7
TASK 3............................................................................................................................................8
P5 Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples.................................................................................................8
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved..................................................................................................................9
TASK 4..........................................................................................................................................10
Covered in poster......................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
The leadership and management facilitate an organisation to be successful so that they
can manage their resources efficiently in such manner that they can accomplish their goals and
objectives. With the help of various styles of management and leadership the employees can be
ensured with better capabilities and competence so that they can perform better by accepting
change easily (Kantanen, 2017). Also they easily manage the culture at the workplace with the
help of which the conflicts can be managed well employees can efficiently be motivated. For this
they need to determine various internal and external factors so that the impact of such factors on
the organisation can be reduced by them. In this report the hotel that is taken into consideration
includes Queens Park hotel which is located on the Westminster Borough of London. This report
includes various aspects such as various classical management theories and leadership theories
along with various factors that can affect the styles adopted by the leaders and managers. Apart
from this various future and current skills are discussed which are required in the service sector.
TASK 1
P1 Assess different classical management theories and apply these in a service industry context
For the leaders and managers it is crucial to determine the culture of the organisation as it
enables them to manage the behaviour of the employees and motivate them to work with
consistency so that they can achieve their targets efficiently. The structure that has been adopted
within the Queens Park hotel is divisional structure as with the help of this, they can allocate the
roles and responsibilities among different people as per their specialised skills. This structure
also enables them to have better culture within the hotel that can be understood with the help of
Handy's culture, which defines the culture into four kinds such as:
 Power culture: This is the one in which the power within the organisation rests with few
person within the organisation.
 Role culture: According to this culture of the organisation is defined on the basis of the
roles and responsibilities of the person in the structure of the organisation.
 Task culture: This is the culture which is developed when team are formed within the
organisation for meeting up specific problems (Adams, Kutty and Zabidi, 2017).
 Person culture: In this type of culture the people are considered more crucial then the
business.

In case of Queens Park hotel the person culture is prevalent as with the help of this they
can keep all their employees equally competent and capable with better trainings as per their area
of specialisation (Anderson and Sun, 2017) .
In addition to this the managers and the leaders within the Queens Park hotel take into
consideration various classical theories and styles of leadership for ensuring better management
within the organisation. The theories of management taken into consideration includes:
 Scientific Theory of management by Taylor: This theory is generally accepted by all
that facilitate the managers of Queens Park hotel to consider various techniques of
scientific management that includes scientific task planning that enables them to
determine the work that an individual can perform in a day on an average; time and
motion studies enables the organisation to isolate wasteful and unproductive work
within the job along with the standard time within which the work must be completed by
the worker; standardisation has to be done for the task, materials, work methods,
quality, time and cost so that direction can provided to the efforts; differential piece
rate system defines that the worker will be paid on the basis of their actual performance
so that they can bring efficiency in the performance of all the staff members; functional
foremanship enables them to make the specialist for managing the particular activities
under their guidance.
 Administrative theory by Fayol: Henry fayol defined various principle for managing
the functions of the organisations efficiently. The managers in Queens Park hotel uses
various principles in such a manner that the roles and responsibilities can be defined
easily along with their roles and responsibilities. The principles that are taken into
consideration by them is division of work, authority and responsibility, unity of
command, remuneration of the personnel etc. This theory of management enables the
Queens Park hotel managers in managing all the functions related to the management so
that they can ensure better and efficient planning as well as their implication (Winkler
and Wagner, 2017) .
Within the service industry the organisation take into consideration various classical
management theories as with the help of this the managers can ensure that the work that is done
by their employees are as per the standards so identified by them with improved motivational