Leadership and Management in the Service Industry

UNIT 5- Leadership
and Management
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Table of Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
Application of classical management theory in service industry...........................................3
Role of leader and various leadership styles..........................................................................4
Management and Leadership style within service sector.......................................................5
LO2..................................................................................................................................................7
Internal and external factors influencing the management style............................................7
LO3..................................................................................................................................................8
Hard as well as Soft skills'......................................................................................................8
Future management and leadership skills...............................................................................9
LO4................................................................................................................................................10
COVERED IN POSTER......................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
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INTRODUCTION
Leadership and management are acknowledged to be two of the most important and
relevant aspects for an organisation. With respect to this, it is recognized that managers as well
as pioneers cooperatively function together for guaranteeing the streamlining of business
operations. The underneath project has been based on Four Seasons London Hotel, an eminent
cordiality association situated within the bounds of the London, United Kingdom. The report
includes detailed analysis done over the application of range of management theories in
hospitality context. Also, it consists of roles of leaders along with their styles of leadership. In
addition to this, it includes internal along with external factors placing influence on management
structure and styles. At last, it encompasses current and future management & leadership skill set
which is essential for functioning within the domain of hospitality.
LO1
Application of classical management theory in service industry
Management theory can be said to be the composite of general principles or rules which
have their applicability within workplace, to render guidance to the managers regarding their
behaviour. When the business manager operates as per requirements of the management theory,
they tend to derive positive results in terms of aligning the behaviour and performance of
personnel according to corporate goal. There are several types of management theories which are
implemented within the bounds of 4 Seasons London Hotel in accordance with the requirements
of the company as well as the market situation. Thus, such theories are discussed in a detailed
manner as follows:-
Classical Management Theory
This is alluded to as a hypothesis that relies upon the premise that representatives will in
general have only monetary along with physical needs. This hypothesis tends to disregard the
social needs held by company’s representatives, or at the end of the day, their job satisfaction. As
opposed to this, this theory tends to advocate work specialization, centralised pioneer-ship,
expansion of profits, dynamics relating to making decisions, etc. Classical management theory is
implemented within the bounds of 4 Seasons London Hotel for streamlining the operations of
firm, along these lines also targeting to expand its profitability. It likewise prompts upgrade of
the bottom line of the hospitality organisation.
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Fayol’s Administrative theory
Fayol's Administrative theory was propounded H. Fayol to emphasise over the notion of
departmentalisation within an organisation to achieve fruitful benefits. This concept lays down
emphasis over the classification of activities of business into departments or group. This is
stressed upon to guarantee the completion of all the tasks and activities of firm in predefined
time frame. Hereby, Henri Fayol gave 14 principles of management that can be applied to a
company to ensure smooth flow of business operations along with its sound administration of
business tasks. This theory when applied to the hotel helps in making it achieve its objectives in
timely manner.
Taylor’s Scientific Management theory
Taylor's Scientific Management theory was given by Taylor and communicates ways
through which an entity can maximise the workforce efficiency. For this purpose, the business
firm lays down emphasis over motivating the employees by application of rewards as well as
recognition. This results in increasing their motivational levels, as a consequence of which their
performance gets a boost. This theory is based upon the composition of 4 principles of scientific
management that are implemented within the bounds of 4 Seasons London Hotel as per
situations. Such principles have been laid down underneath:-
 Substituting rule of thumb methods with scientific methods.
 Selection, training and development of every individual in a scientific manner instead of
leaving them for self-training.
 Cooperating with personnel for making sure that scientifically developed methodologies
are put to use.
 Dividing work nearly equally amidst manager & workforce, so that manager applies
scientific management principles for initiating proper workforce planning structures.
Role of leader and various leadership styles
A leader is characterized as a person that has the power just as the capacity to impact the
conduct attributes of delegates having a place with an organization. Other than this, leadership
can be said to be the utilization of power and persuasive conduct by the pioneer for inference of
positive results within the bounds of an organization. The fundamental expectation possessed by
the companies functioning inside the constraints of hospitality sector is achievement of
extraordinary level of fulfilment through customers so as to hold them for an impressively longer
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