Unit 5 - Leadership and Management for Service Industries

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B24435
The service sector managers within the organisation has
to perform various roles and responsibilities in such a
manner that they can efficiently achieve their goals and
objectives. Various roles and responsibilities includes:
 They are responsible for consistently delivering
better services to the customers by providing
better knowledge, advice as well as answering
of various concerns that are faced by them.
 They are further responsible for managing the
relation with the manufacturers and other
supply chain partners.
 They are also responsible for delegating as well
as directing the task to others by monitoring
their performance.
Change management is the process with the help of the
change is incorporated within the organisation with the aim
of managing the level of competition and the changing
needs and wants of the customers. With the help of this the
service industry organisation can ensure the risk that they
can face due to changes taking place within the
environment. The changes are effectively incorporated with
the help of efficient style of leadership.
Compare and contrast different service industry organisations change management systems and leadership in implementing change
Introduction Change management system
Basis Queens Park hotel Britannia
International
Implementation
of Change
In the hotel Queens
Park hotel, the
changes that are taken
place is in context of
the new information
system so that the
operational efficiency
can be managed and
improved within the
organisation.
In Britannia
International, the
changes are taken place
in context of the
structure with the
organisation so that
better services to the
customers can be
ensured.
Leadership style This could easily be
managed by the
leaders of the Queens
Park hotel with the
Lewin model of
change in which they
implemented change
through unfreeze,
change and refreeze
stages.
In this the leaders of the
Britannia International
took into consideration
the model of Kotter
model for change as
with the help of 8 steps
suggested by the model
they could manage the
influence on the roles
and responsibilities of
the employees.
Various model of change
Hard skills are considered to be the skills which are acquired
by the employees through practice, education and significant
amount of trainings. The leaders of Queens Park hotel
consider such skills within their employees so that they can
enhance their efficiency, profitability and productivity. In
addition to this the level of satisfaction of the employees can
be improved with this. Various hard skills that are
considered by the leaders of Queens Park hotel includes
marketing skills, management skills, analytical skills and
technical skills. Further with such skills the HR managers of
Queens Park hotel can ensure that their rate of turnover
among employees is lower due to better employee
satisfaction.
Hard skills