Unit 5 - Leadership and Management for Service Industries

Unit 5
Leadership and management
for service industries

Table of Contents
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..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership and management are the two most basis importance of the business that could
manage and control the overall working ability and skills of the business. The leader and the
manager will get ensure that all the business activities must get performed within the certain
period of time by which they will develop and create different strategy to influence and emphasis
the working skills and abilities of the employee with this the goals and objectives of the business
will get attained within the timely basis. They both will combine make sure that the employee
will get worked with their sufficiency and in this fulfil all the different requirement of the
company by accomplish the roles and responsibility (Al-edenat, 2018). This report is based on
the Rosewood London that is the five star hotels in London, England and located at 252 high
Holborn in UK. This report includes the classical management theory and the role of leader and
different leadership styles of the service industry with the management and leadership styles. In
addition to this include the internal and internal factor that has direct influence on the
management style by providing evidence with hard and soft skills with the future management
and leadership skills.
TASK 1
P1) Assess different classical management theories and apply these in a service industry context
The classical management theories will get more dependent on the different assumption
that get managed and control the need and requirement of the business that are more related to
the economic condition and the utilisation of resources. It will not get focused or concerned
about the need of the employee but instead of this have focused on the enhancement of profit
share, increment in the profit and sales, specialisation in human resources, effective decision
making (Anser, 2020). The classical theory will provide the better direction to emphasis the
centralisation of the maximum revenue by earning better sales and include both the concept as of
the leadership and the management. The leader and manager of Rosewood London will works
with this approach to enhance the quality of working practices and there are some of the different
theory that get used by the Rosewood London and as defined below as:
Weber theory of Bureaucracy
It is the theory that will provide the brief description about the different principles of
bureaucracy and that are as development of hierarchical structure, impersonal relations,
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functioning of rules, division of labour etc. In this theory all the individual will get influenced by
the adequate function of the management. There are some principles that get provides by the
theory and that are as defined below as:
Division of labour: In this principles that defines that all the employee have the different
potential to get performed their work in this the manager of the Rosewood London analyse the
capability and skills of all the members and according to that provide the job role by which better
and attractive development will get proceed by which the productivity of the hotel also get
improvised (Augustyn, 2019).
Chain of command: In this the command or the instruction will get followed by the
higher authority to the lower one as in the Rosewood London the manager will get ensure that
the hierarchy will get maintained and under this the chain of instruction get measured that will
facilitate the working ability of the business.
Rules and requirements: In this principle the manager of the Rosewood London will
ensure that the rules and responsibility will get managed as per the framework of policy by
which more accountability will get measured and with that uniformity will get maintained that
induce better success.
Career orientation: It is the most essential principle of the Weber theory and under this
the manager of Rosewood London will maintain the turnover of the business by measuring the
workforce efforts and with this ensure that the right person get performed the right job by which
the productivity will get developed with more perfection.
Taylor' scientific management theory
The scientific management theory was proposed by F.W. Taylor and have provide the
brief about to develop the working efficiency of the employee and for this try to motivate the
employee by providing the basic need as in terms of rewards that is completely based on their
performance (Bavik, 2020). There are some principles in relation with the Rosewood London
and that is as define below as:
Principles of Taylor's scientific management theories
 In this the rule of thumb will get managed as in this work will get performed with more
efficiency and better result will get achieved.
 The instruction will get provided to the employee and then the manager monitor that the
target get attain in time by using the appropriate way.
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 The work will not only assigned to the employee but it will get provided by analysing the
capability and with that the employee become more motivate and work with more
suitability.
 The administration get allocate the work to the entire employee by providing the
adequate training and development by which working efficiency will get developed.
The manager of Rosewood London works with all their efforts and analyse the knowledge,
skills, capability, capacity and then according to that the roles will get assigned by which the rate
or probability of error generation will get reduced (Bayighomog, 2019). It is more helpful to
make effectual improvement and advancement within the business by which the profit ratio will
get increased.
P2) Explain the role of the leader and different leadership styles in a service sector industry
context
The company or the service industry have worked with the aim and motive to provide the
better experience to the customer by which long terms sustainability will get maintained and
have the better and profitable impact on the performance of the business. The leader has play the
vital role within the business and with this the leader of Rosewood London has worked with the
aim to provide the better opportunity within the employee by which they could have worked with
the more motivation and enthusiasm and thus the working culture of the business will also get
enlarged. The leader will always ensure that the hotel will achieve all of their goals and objective
on timely basis by provides the most lavish service to their customers. The leader basically uses
the strategic approach while try to measure the behaviour and attitude of each employee and
according to that ensure that they get satisfied with the business and furthermore provide better
service to customers (Birasnav, 2019). In addition to this the leader of the Rosewood London
uses the different leadership styles and with that assigned the different roles and responsibility to
all and ensure that all will get performed their function with more appropriateness. The leader
must get prefer the democratic and the autocratic leadership style with that ensure that the
smooth services will get flowed and all the complexity will get resolved with more successful
manner.
P3) Review the management and leadership styles in a specific service sector organisation
The management and the leadership styles are the key prospect of the business and with
that they would have ensure that all the different needed and required operation of the hotel will
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get conceived within the satisfactory manner. In this the leader and manager of the Rosewood
London also get uses the different style that is completely based on the different situation that get
raised in the hotel.
Leadership Styles
The leader of Rosewood London must get uses the democratic and autocratic leadership
styles and get ensure that all the gaols and the objectives will get accomplished within the certain
period of time and that will as defined below as:
Democratic: It is the style of leadership in which the leaders must have taken the
different decision that are for the employee welfare (Devece, 2019). This must have use by the
leader of Rosewood London to improvise the effective development within the hotel and
emphasise the positive culture and get induce the liable feeling within the feeling and make
strong bond by which the productivity of the employee will get enhanced.
Autocratic: It is a style of leadership in which the leaders will have that much power and
in return of that they would have develop the different decision in the favour of the employee
and has all the centralised command by which provides the certain direction to the employee and
ensure that they will worked with appropriateness. In this the leader didn’t take the solution or
feedback from the other and take the decision by their own. The leader of Rosewood London
uses them while taking the collective decision and achieves the corporate objective with more
reliability.
Management Styles
It will include the different style that get used by the manager of the Rosewood London
and with that they have perform their role with more satisfactory and explained further in detail
that is as defined below as:
Participative style: It is styles of the manager in which they have take the decision for the
employee so as to measure the better success and development by which long terms growth will
get measured (Golensky, 2020). The manager of Rosewood London uses this to enhance the
motivation level of the employee that has the direct impact on the working behaviour of the
employee and helps to achieve the goals with more suitability.
Consultative style: It is the style of management in which the manager of the Rosewood
London will have the power to take the several decisions by their own but they have taken the
collective decision by taking the advice and suggestion of the employee. In this the loyalty
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among the employee towards the hotel will get increased and a sense of belongingness will get
induced by which the complexity will get reduced and effective outcome will get conceive.
TASK 2
P4) Investigate the internal and external factors that influence management styles and structures
in a selected service industry organisation
There are various factors that exist in businesses which are internal and external and come under
business environment of Rosewood London (Gupta, 2018). These factors are having capability to
influence management decision and business working and structure in a very significant manner.
These factors are associated with business working and in the context of Rosewood London
these factors are required to be analysed in order to get high results over growth and
sustainability. In this context these factors are mentioned as under:
Internal Factors
STRENGTHS WEAKNESSES
 The company is having approximately 28
hotel chain in 16 countries and they
maintain their luxury around the world
within their services.
 Due to Brexit implications, value of
pound sterling is decreasing on passage
of each day. This is giving high business
benefits to the company in operating their
business around the world.
 There are so many susceptibilities are
faced by Rosewood London which lead
them to acquire lesser market compared
to their rivals. These susceptibilities
includes deficiency in IT and security
facilities within hotel premises.
 Rosewood London is having their
business in limited countries which
makes them lesser powerful within
marketplace against their rivals as their
competitors are having their business in
global periphery (Hassi, 2019).
External Factors
Political Economic Social Technological
The political situation
of UK is unstable due
Due to Brexit
implications in UK
In context of
Rosewood London
Technological factors
are having somehow
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to Brexit implications
and this is rendering
highly negative
implications to
Rosewood London in
order to manage their
business in effectual
manner.
the country is facing
economic crisis which
is having negative
results on pound
sterling as its value is
diminishing
(Laureani, 2018).
Rosewood London is
a UK originated hotel
chain so this factor is
having negative
impact on their
business.
this factor is having
positive implications
on their brand and
services as Rosewood
London is having
prominent brand
image which gives
them loyal customers
and distinct place
within market.
positive and negative
implications as usage
of technology may
give high end benefits
to their business
operation as in
enhancement in IT
and security services.
On the other hand
these are having
negative implications
as due to technology
failure losses can be
faced by Rosewood
London.
TASK 3
P5) Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples
The soft skills of the management and leadership are related to the attribute of the entire
individual that makes them different from the other employees. It has been used by the leader
and manager of the Rosewood London by which they have spread more awareness in the hotel
by which they have work with more politeness and composure by which more professionalism
will get induced by which better skills and effective abilities will get developed (Okrepilov,
2019). There are some different hard and soft skills that get used by the leader and manager of
Rosewood London and as explained below as:
Soft Skills Communication: It is more related to those skills of the manager that are most needed
and important and in this the manager of Rosewood London will have always try to make
the healthy relationship with the employee and with their visitors as well by which the
clear and transparent information will get flowed that will reduce the rate of
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misunderstanding and misinterpretation by which the complexity will also get reduce and
better culture will get promoted. Leadership: It is a skill in that is more required and vital for the leader and the manager
of the Rosewood London as with this they have further influence the working culture,
nature, behaviour, attitude and the belief of the employee by which they have more
focused about their own working and work with full of their efforts by which all the
objective of the hotel will get accomplished with more suitability (Ponting, 2020).
Hard skills
It is the skills that are more essential as with the support of this some strong and valuable
decision would have been taken by the manager and the leaders of the Rosewood London that
are more necessary at the certain time and might get not understand by the employee but they
have to perform their function accordingly (Zuraik, 2019). In this the manger of the Rosewood
London will have the power as by this they have further punish, rewards and acknowledge the
others by taking some rigid instruction and that all is to manage the different working operation
with more perfection. The manager must have sometime been strict as well by which they could
accomplish the aim by following the certain pattern that will developed more competency within
the business.
P6) Discuss future management and leadership skills required by the service sector and how
these can be achieved
Future leadership skills
The leadership skills of the leader of the Rosewood London must have use the different
set of skills as like the decision making, problem solving, time management, collaborative
working, performance analysis and many other as well. They have provided the adequate
couching and guidance to all the employee under which the better and supportive outcome will
get attain within the assigned period of time (Shafique, 2019). It will altogether will get enhance
the working nuances by which the profitability and productivity of the hotel will get enhanced.
Future management skills
The management skills of the manager of Rosewood London must have use the delegation
while managing the performance and ability of the employee thus this they must have sure that
all the task of the employee would have completed in timely manner and the activity will get
segmented into different forms by which the rate of performance will get developed. In this the
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critical thinking and learning of employee will get developed and thus they have themselves
analyse the need and demand of the condition and make sure that adequate balance will get
maintained in between the performances.
TASK 4
Covered in poster
10

CONCLUSION
From the above detailed report it can be concluded that leadership and management plays an
essential role within hospitality industry. These are helpful for the business in capturing new
customer towards their offering and sustain them by giving them ultimate satisfaction over
provided services. In this classical management theory is having high positive implications on
profit maximisation and on the other hand scientific management theory is having implications
on employee satisfaction as well. With the help of analysing internal and external business
environment factors opportunities are determined in which leader can put marketing strategies
for gaining high competitive edge in the marketplace.
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REFERENCES
Books and Journals
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of job satisfaction. Journal of Organizational Change Management.
Anser, M.K. and et. al., 2020. Ethical leadership and knowledge hiding: an intervening and
interactional analysis. The Service Industries Journal, pp.1-23.
Augustyn, M.M. and et. al., 2019. Competing models of quality management and financial
performance improvement. The Service Industries Journal, pp.1-29.
Bavik, A., 2020. A systematic review of the servant leadership literature in management and
hospitality. International Journal of Contemporary Hospitality Management.
Bayighomog, S.W. and Araslı, H., 2019. Workplace spirituality–customer engagement Nexus:
the mediated role of spiritual leadership on customer–oriented boundary–spanning
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Birasnav, M. and Bienstock, J., 2019. Supply chain integration, advanced manufacturing
technology, and strategic leadership: An empirical study. Computers & Industrial
Engineering, 130, pp.142-157.
Devece, C. and et. al., 2019. The effectiveness of crowdsourcing in knowledge-based industries:
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Golensky, M. and Hager, M.A., 2020. Strategic leadership and management in nonprofit
organizations: Theory and practice. Oxford University Press.
Gupta, V., Kulkarni, S. and Khatri, N., 2018. Leadership and management of public sector
undertakings in an emerging economy.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context. International Journal of Contemporary Hospitality Management.
Laureani, A. and Antony, J., 2018. Leadership–a critical success factor for the effective
implementation of Lean Six Sigma. Total Quality Management & Business Excellence,
29(5-6), pp.502-523.
Okrepilov, V. and et. al., 2019. Service industries and construction: trends and view at a quality
assessment. In MATEC Web of Conferences (Vol. 265, p. 07016). EDP Sciences.
Ponting, S.S.A., 2020. Organizational identity change: impacts on hotel leadership and employee
wellbeing. The Service Industries Journal, 40(1-2), pp.6-26.
Shafique, I. and et. al., 2019. How ethical leadership influences creativity and organizational
innovation. European Journal of Innovation Management.
Singh, S., Akbani, I. and Dhir, S., 2020. Service innovation implementation: a systematic review
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Yang, C.C. and Yang, K.J., 2020. The analyses of critical success factors for service industries to
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pp.800-813.
Zuraik, A. and Kelly, L., 2019. The role of CEO transformational leadership and innovation
climate in exploration and exploitation. European Journal of Innovation Management.
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