Leadership and Management for Service Industries

This document explores the different classical management theories and leadership styles in the service sector industry. It assesses the internal and external factors that influence management style and structure. It also examines the management and leadership hard and soft skills required in the service sector industry.

Leadership and Management
for Service Industries
1

Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
P1 Assess different classical management theories and apply these in-service industry context
.....................................................................................................................................................4
P2 Role of the leader and different leadership styles in a service sector industry.......................5
P3 Management and leadership style in service sector industry.................................................6
TASK 2............................................................................................................................................6
P4 Explanation of internal and external factors that influence management style and structure 6
TASK 3............................................................................................................................................8
P5: examine the management and leadership hard and soft skills:............................................8
P6 Future management and leadership skills required by the service sector and how these can
be achieved..................................................................................................................................9
TASK 4..........................................................................................................................................10
P7 Cover in Poster.....................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12
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INTRODUCTION
Management within service industry plays an important role in directing or controlling
people or resources in a group as per the values or principles that have been established.
Leadership meaning is service industry is the setting of vision or new direction for a group that
they follow, i.e. leader within the spearhead for that new direction. Therefore, leadership and
management are important part of service industry (Yeşiltaş and Tuna, 2018). It is an industry
that made up of business that primarily earns revenue offering intangible services and products.
For this project, W14 Kensington hotel is a chosen service industry. It is a 3 star hotel that was
located at trendy Kensington, London. Hotel was specialising in providence of different services
to the visitors such as street parking, 24 hour security, baggage storage, free breakfast etc. All
these are main services provided by hotel to their customers that results in higher growth and
success in service industry.
In order to complete this report, there are different activities or tasks that will be require to
used. These are review of leadership styles and classical management theories, different factors
and their influence over management styles and structure will also cover. Along with this,
current and future leadership and management skills will also used within a report that will be
beneficial for service industry in improvement of its growth and success. Apart from this, poster
will be prepared for covering change management model and its effects on leadership and
management style.
TASK 1
P1 Assess different classical management theories and apply these in-service industry context
Classical management theory also known as scientific management theory that is based on
beliefs of employee within an organisation only has economic as well as physical requirements.
This is an important and essential theory for hospitality industry because it will help them in
making of effective decision towards attainment of business goals and objectives (Karatepe,
Ozturk and Kim, 2019). By using this theory within service industry, company can easily
enhance productivity level of their staff members that results in accomplishment of better results.
This theory is used by hotel manger with purpose to increasing abilities and skills towards the
service industry that will be essential for the growth and success of W14 Kensington hotel.
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Scientific management theory: This type of theory is also effective as it is based on
analysing the workflows within the company. In this the main focus of business is to improving
the efficiency level by enhancing employee productivity at working area. In W14 Kensington
hotel, manager of company is managing employee’s performance by analysing their activities at
working area. With the assistance of this, workers put their best efforts for accomplishing their
targets in stipulated time frame.
Behavioural Theory: It is also effective theory of management that used by business
organisation with the aim of motivating employees and their behaviour as well. In this manager
of W14 Kensington hotel focus on handling employee’s productivity their motivation level, their
needs at working area and many more (Wasono and Furinto, 2018). By using this theory, hotel
can easily improve workers performance and at the same time also provide them positive and
healthy working environment to workers wherein they easily perform their best and attain their
targets in systematic manner.
P2 Role of the leader and different leadership styles in a service sector industry
In business organization, leader play a significant role in leading as well as inspiring their
workforce so that they give their best efforts for accomplishing their targets in provided duration.
The main focus of leader is to develop positive working culture for workers in which they easily
perform their task along with higher efficiency level. In context of W14 Kensington hotel, leader
is responsible for managing as well as leading their staff members with the aim of making them
enable to perform their best that contributes in attaining competitive edge from its competitors.
For attaining the same, there are some important role of leader in service industry understood by
following points:
 Leader is responsible for encouraging staff members to take participate within the
business activities as it can be beneficial in improving the possibilities of attaining
competitive advantage.
 Leader of business organization is also providing proper guidance to their staff members
at the time of executing their activities so that they can minimising the possibilities of
arising any kind of issues and errors.
 Along with this, the main role of leader is to encourage team members for performing
their task and activities in a team in which they maintain positive and healthy relation
(Angulo, 2018). This can be effective in completing the task activities in effective
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manner and at the same time also maintain positive and healthy relation among staff
members.
In addition of this, there are some effective leadership style which also play their role in
develop as well as improving overall performance of W14 Kensington hotel at market place.
 Autocratic: Under this, W14 Kensington hotel leader take decision and also handle all the
aspects present in the company with the aim of completing activities without wasting of
time.
 Democratic: The main focus of this style is to determine new and innovative ways that
help W14 Kensington hotel in improving their performance. As it also helps in involving
staff members in decision making activities that help in attaining all the targets in
effective manner.
P3 Management and leadership style in service sector industry
In business organization it is important for manager and leader to implement effective style
of leadership and management with the aim of improving employee’s performance at working
area. As various staff members are working in a business so that it is crucial for managing as
well as leading their activities (Golensky and Hager, 2020). This can be beneficial in improving
the efficiency level of the employees and also make them enable to execute their task and
activities in an effective manner. In context of this, W14 Kensington hotel use democratic
leadership style in which leader encourage their team members to take participate within the
decision-making activities. The main reason behind implementing this type of leadership style is
that employees take involvement in business activities and provide their new and innovative
ideas to effectively completing their task. Along with this, it is also beneficial in motivating as
well as encouraging their workers to give their best efforts with the aim of accomplishing their
targets in stipulated time frame.
TASK 2
P4 Explanation of internal and external factors that influence management style and structure
Business environment of any organization is build with two factors external and internal
factors. These factors direct and indirect affect the working style of management department and
theses factors are the reason of leadership style and structure of organization adopted by business
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entities. For identify internal and external factors of the Kensington hotel environment scanning
techniques are used, which are describe below
SWOT analysis: This method is help in identifying the strength, weakness, opportunities
and threat of the organization. Kensington hotel is one of the famous organization and its famous
for their serves following are the effect on internal and external department on their activities is
identify by using SWOT technique
 STRENGTH
 Brand image of the organization is
high due to effective workforce able
for Kensington hotel, they have
skilled workers which proved serves
with full dedication.
 They use matrix organization
structure which they maintain strong
communication and relationship
between internal department.
 Due to high goodwill it attains
competitive advantage.
 WEAKNESS
 Due to the BRIXIT agreement
organization facing from their
workers issue their most of worker
belongs from European Countries.
 The profitability rate decreases due
to internal issue related with
diversity (Yu, Byun, and Lee,
T2014).
 OPPORTUNTIY
 They have opportunity to save their
cost by hiring local human resources.
 They promote their business at wider
level by using effective social medial
platform.
 THREAT
 Due to the COVID 19 pandemic
Kensington hotel is suffers from
heavy rate of declining in sales.
 They face high competition in the
market a local also gave them
competitions.
Leadership styles of the Kensington hotel
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Is effecting from its external factors, it considers all the political, social, environment
factors which are directly affect the decision taken by other organization. Management
department use PESTLE analysis technique in order to analysis their external factors
Political factor: The political relation of the organization is good as most of political
parties are stay in Kensington hotel when they attend even. It will help in increasing demand and
build prestige of the hotel among public.
Economical factors: It includes factor which affect the demand and supply of the
organization. At present time the interest rate of loan are high, customer duty is imposed by
countries tit will negatively impact on the Kensington hotel (Stevensonand Marintseva, 2019).
Ad they suffers from high cost of running the organization and providing services,
Social factor: It includes factors which maintain the relation. Kensington hotel have good
relation with their clients and public thus their they build strong goodwill.
Technological factor: These factors direct effect the organization. Management
department of Kensington hotel Use digital marketing strategies and social medial platform to
promote their business in effective way to attract wide range of target market.
Legal factor: It is essential to follow laws and work in ethical way. The department follow
all the legal and constitution rules to maintain position in market.
Environment factor: It related with natural factors. Kensington hotel Formulate policies
which is not impact negatively on the environment and they adopt eco friendly scheme to attract
their customers
TASK 3
P5: examine the management and leadership hard and soft skills:
The management skills are very essential for the organisation as it helps in performing in the
effective manner at the work places. The manager of the Kensington hotel, have various
different type of hard skills which help him to execute the task in the productivity manner at the
management level. The leader have strong soft skills which make his task similar and all the
employees are working for providing good services to its target customer in the industry.
Manager skills : in the context of the Kensington hotel, the manager holds the hard and soft
quality which helps in finishing the task in the profitable and with the time period. some of the
skills are as follows:
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Team building : here the manager are able create a team who holds the competitive skills and
abilities which helps them to execute a task as per the schedule process. The team work is
important when it comes to offer the best services to the customer as this will build the brand
name in the target market places. (Vargo. and Lusch, 2017)
Managing the discipline: the effective manager is one who is able to manage the discipline at
the work place so that employees stay focus and achieve the goals and objective of the firm in
the long run. With the discipline, all the function are performing in accurate way and final
services are given to the customer.
Leadership skills: In the context of the Kensington hotel, the leader have effective soft skills
which help him to motivate the employees to perform at their full abilities so that customer are
provided with demanded services. some of the skills which leader of this holds are stated as
below:
Soft skills: the leader is a person who have soft skills which are developed by practicing for
several year. Some of the strong skills of the leader of the Kensington hotel are stated as below:
Communication skills : A great leader are good at verbal and non-verbal communication so
that all the employees are able to understand what are the organisation goals and how they
perform their task at the work place so that customer gets best services in this industry. The
leader are able to express that what is expectance from the employees at the task which will lead
to achievement of goals in management level ( Lusch,and Nambisan, 2015).
Motivation skills: leader has a ability to inspire and motivates the employees to enhance
their work by examine their performance at the team so that worker are able to find out their
full capabilities and improve their weakness by attending the different kinds of training and
development programs .the leader of the Kensington hotel, have a quality to lead a different team
at the same time and encourage them to put their best inputs at the work so that customer needs
and wants can be satisfied which will further increase the goodwill of the organisation in the
service industry .
P6 Future management and leadership skills required by the service sector and how these can be
achieved
Management and leadership skills play a crucial role in accomplishing all the set targets in
stipulated time frame, In this regards, there are some skills which is required by W14 Kensington
hotel in upcoming time frame to attain success at market:
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Management skills:
Proper planning: It is one of the important skills in which manager is responsible for
developing an effective planning of entire activities that could be perform at working area by its
workers. It can be appropriate and also required by W14 Kensington hotel manager for preparing
best strategy and policies within their activities that assist in attaining all the future goals in
effective way without any kind of issues and obstacles.
Decision making: This type of management skill is also effective in which manager is
responsible for taking right decisions by analysing each and every activities of employee. This
will support in attaining future targets along with proper effectiveness. With the assistance of
this, W14 Kensington hotel manager improve the possibilities of attaining success at market
place.
Leadership skills:
Motivation: Proper motivation and encouragement of workers is crucial for executing any
kind of activities within the business organization. In this regard, leader of W14 Kensington
hotel required this skill because motivation help employees in doing their best in completing
their allotted task and activities (Hassi, 2019). By this company can easily attain their future
goals and objectives and at the same time also create positive working environment.
Creative thinking: Leader has to be creative thinking as they are responsible for
evaluating the new and innovative ways to accomplishing their targets within the business
activities. This will also support in future activities as leader of W14 Kensington hotel also tries
to influence their team members give their ideas for accomplishing all the long term goals and
objectives in an effective manner.
TASK 4
P7 Cover in Poster
CONCLUSION
From the above-mentioned information, it has been concluded that management and
leadership in service industry plays essential role in retaining of top talent and attracting large
number of customers. Classical management theories used by service industry that helped them
in improvement of its business operations and activities. Along with this, different number of
leadership styles used by leader that supported in encouraging of group of people towards
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achievement of business goals. Management and leadership styles also followed by organisation
to do business operations successfully and attain competitive benefits. Internal and external
factors were influenced on management structure as well as style. Along with this, different
number of soft as well as hard skills has been used by manager and leader to gain competitive
benefits and retain employees for long time.
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REFERENCES
Books and journals
Lusch, R.F. and Nambisan, S., 2015. Service innovation: A service-dominant logic
perspective. MIS quarterly, 39(1), pp.155-176.
Vargo, S.L. and Lusch, R.F., 2017. Service-dominant logic 2025. International Journal of
Research in Marketing, 34(1), pp.46-67.
Yu, Y., Byun, W. H. and Lee, T .J., 2014. Critical issues of globalisation in the international
hotel industry. Current Issues in Tourism, 17(2), pp.114-118.
Stevenson, I. and Marintseva, K., 2019. A review of Corporate Social Responsibility assessment
and reporting techniques in the aviation industry. Transportation Research Procedia, 43, pp.93-
103.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context. International Journal of Contemporary Hospitality Management.
Golensky, M. and Hager, M.A., 2020. Strategic leadership and management in nonprofit
organizations: Theory and practice. Oxford University Press.
Angulo, S.G., 2018. Linking Transformational Leadership to Women Engagement in
Management Functions in the Province of Batangas. International Journal of Recent Innovations
in Academic Research, 2(7), pp.141-151.
Wasono, L.W. and Furinto, A., 2018. The effect of digital leadership and innovation
management for incumbent telecommunication company in the digital disruptive era.
International Journal of Engineering and Technology, 7, pp.125-130.
Karatepe, O.M., Ozturk, A. and Kim, T.T., 2019. Servant leadership, organisational trust, and
bank employee outcomes. The Service Industries Journal, 39(2), pp.86-108.
Yeşiltaş, M. and Tuna, M., 2018. The effect of ethical leadership on service sabotage. The
Service Industries Journal, 38(15-16), pp.1133-1159.
Singh, S., Akbani, I. and Dhir, S., 2020. Service innovation implementation: a systematic review
and research agenda. The Service Industries Journal, 40(7-8), pp.491-517.
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