Leadership and Management for Service Industries

This report explores the different classical management theories and their implementation in the service industry. It discusses the role of leaders and different leadership styles in the service sector. It also reviews the management and leadership style of Best Western London Peckham Hotel. Furthermore, it investigates the internal and external factors that influence management style and structure. Additionally, it delves into the current and future management and leadership skills required in the service sector. Finally, it compares and contrasts different service industry organizations' change management systems and leadership in implementing change.

Leadership and Management for
Service Industries

Contents
INTRODUCTION..........................................................................................................................3
TASK 1...........................................................................................................................................3
P1 Different classical management theories and its implementation in the service industry 3
P2 role of leader and different leadership style in service .....................................................4
P3 Review of management and leadership style for the specific organisation......................6
TASK 2...........................................................................................................................................7
P4 Investigate about the internal and external factor that influence management style and
structure of an organisation....................................................................................................7
TASK 3...........................................................................................................................................9
P5 Current management and leadership hard and soft skill and its evidence from the service
sector ......................................................................................................................................9
P6 Future management and leadership skill required by the service sector.........................10
TASK 4.........................................................................................................................................11
P7) Compare and contrast different service industry organisations change management
systems and leadership in implementing change..................................................................11
CONCLUSION.............................................................................................................................13
REFERENCES ............................................................................................................................15

INTRODUCTION
Leadership and management are the most important aspect of an organisation that leads
management to implement changes in operations and functions by motivating individuals to
adopt modifications. Employers and top organisation are focused to recruit those leaders and
manager that enthuse individual to work as an effective employee. In the context of service
industry "leadership and management" play an important role as organisation provides intangible
services so with right leadership style it is easy to make effective decisions (Bande and et al.,
2016). This report is composed of point view of Best Western London Peckham Hotel that is
well-known for its hospitality services, and it also recognise for an effective organisational
structure. Moreover, the report highlights different classical management theories and the role of
leader and different leadership style in the service industry. Internal and external factors that
influence management style and structure will also be included in this report.
TASK 1
P1 Different classical management theories and its implementation in the service industry
The first theory that is implemented by Best Western London Peckham Hotel is Hanry
Fayol administrative management theory, and it is based on fourteen different principles such as
equity principle, scalar chain principle, Initiative principle etc. The main motive to select Fayol
theory by Best Western London Peckham Hotel is to guide the manager about the right method
or way for interacting with employees. Moreover, with implementing all principles in services, it
is easy for organisation to satisfy needs and wants of customers in an accurate manner. Service is
an intangible aspect that impacts on organisation work, so to match them with customer
requirements, it is mandatory for Cardan park leader and manager for completing the project
with the right theory.
Classical management theory- Henri Fayol is known as the father of modern management
and it is known as managing director of a large French mining company. This is concerned with
efficiency as an organisation level. With drawing the company experience it is analysed that
management perform their work well in organisation. Best Western London Peckham utilise
classical management theory because it is divided into five distinct elements. Forecasting and
planning looks for drawing the service action into plans. Building up material and human
structure leads to organise all services with company requirements. Division of work encourage

continue improvement for increase in skills and methods of individuals. Discipline for a
successful organisation share efforts of all staff to work with effective leaderships style.
Taylor theory of scientific management- Taylor's philosophy focus and belief and enhance
individuals for completion of work with leads to the completion of work through selecting right
principle that supports individual for completion of project in an organised manner. Science, not
the rule of thumb, harmony, not discord, cooperation, not individualism, development of all
individuals are four different principles of Taylor scientific theory (Chin, 2015). Best Western
London Peckham Hotel focuses on completing the project with the principle of cooperation, not
individuals because it supports to engage all individuals in the organisation.
P2 role of leader and different leadership style in service
Definition of leader and manager
Leader- Leaders are those individuals or person that formulate and set a new direction
for the organisation and group. For the start of the new change in Best Western London Peckham
Hotel Leader play an important role that leads to work with right principle and value.
Manager- The term manager control and direct individuals as well as resources that are
required in the group for completion of the task with the right principle and value (Donate and de
Pablo, 2015). Moreover, the manager also ensures that project which is decided by management
is completed in the right time period.
Role of a leader in organisation
 Provide a vision- Leaders plays an important role in a business as it helps to manage and
complete all work in an organised manner. In the context of Best Western London,
Peckham Hotel leaders formulate a vision for management that helps in completing all
work according to decided business practice.
 Effective organisation structure- With a clearly defined structure, an organisation
includes and develop an effective chart which outlines the command and protocols for
Best Western London Peckham Hotel engaged workforce. It helps in managing the work
by understanding all query in an appropriate manner.
 Motivate and inspire- Inspire, influence, and guidance are three important aspects that
guides individuals for participating in a similar effort. Along with these leaders influence
persons to make long term results by making important decisions. It also refers to the
employee's management team to achieve goals in the stipulated time period

Types of leadership style
There are various types of leadership style that exist in business such as autocratic,
democratic and Laissez-faire style etc. This also refers that with the right leadership style
hospitality and service sector organisation perform their work in an accurate manner. Some
leadership style that is implemented by the service sector are mention as follow:
 Autocratic style- This is an effective leadership style in which leaders command and
order the individual for completion of work according to decided steps. It is a strict
leadership style in which individuals are not able to make decisions (FHKPS, 2018).
Moreover, a service organisation that perform operations and functions at a large level
implement autocratic leadership style for completion of the task.
 Participative leadership- With the analysis of participative leadership style it is
identified that it is rooted as per democratic theory. Best Western London Peckham
adopt participative leadership style to engage team members in decision-making
process. Team members undertakes methods that leads to complete all task with
efficiency and effectiveness. It also results organisation formulate effective by
analysing and including perspective of all members.
 Delegative leadership- It is also known as “laisses-faire leadership” which is focused
towards delegate initiative to team members. It is also known as a successful strategy as
if team members are competent than Best Western London Peckham perform their
work with more efficiency. Authorities ensure that disagreements are not placed
because it divide group that leads to implement poor motivation and morale of
employee's.
 Democratic style- Democratic leaders perform their work in an accurate manner
because they motivate all individuals for the completion of the task. In the present
scenario, democratic leaders are more appointed by service sector organisation because
it leads them for the completion of work by engaging all individuals, so work is
complete with more efficiency. In the context of hospitality organisation, democratic
style leads to make accurate and specific by taking effective decisions.
Leadership style for motivation
Herzberg’s motivation theory is also known as the two-factor theory that argues there are
two different factors that exist in organisation which is used to adjust and influence motivation

among the workplace. Motivator and Hygiene aspects of Herzberg theory in which the term
motivation stand for encouraging employee for working with more efforts. On the other side,
Hygiene factor does not encourage workforce but if they not exist such as salary due for longer
period unmotivated employees for completion of the task.
Maslow motivation theory consists different aspects that are used by organisation for
completion of task in an organised manner as it motivates an individual to work with right
techniques that are leading individuals for the fulfilment of all needs and wants that exists in the
lifetime period (Grynko and et al., 2017). In the context of the service sector, Maslow theory is
more beneficial because it leads individuals to first fulfil and secure their basic needs, social and
safety needs to lead a comfortable life. The last Maslow theory two stages aid the person to fulfil
their desire and wants, and service sector utilise this stage for motivating the experience and top-
level employees.
P3 Review of management and leadership style for the specific organisation
The selected organisation is Best Western London Peckham Hotel, that is offering
accommodation and restaurant services to guest and visitor who visit London for a shorter
period. So leaders access and adopt an effective style of leadership which helps to manage
operations with the small period. Example- Democratic style support leader to make decisions in
a shorter time period. According to existing market conditions, most of the organisation are
performing their work at the global level, and the hospitality industry is also impacted by the
change in policy and strategy of the business. Therefore, it is essential for leaders to adopt a
broader view of managing work at a global level. In the context of the respective organisation,
leadership and management style must be improved for completing the work in an appropriate
manner. This refers to Best Western London Peckham Hotel is facing challenges to satisfy needs
and wants of customers properly. Along with this, it is also identified by management that with
improving organisational policy, it is easy to work with the service sector (Gürlek and Çemberci,
2020). But to implement them, it is mandatory that leaders and managers perform their task in an
organised manner. With a review of leadership style in the organisation, it is identified by
management that most departments perform its work with autocratic leadership style due to
which it is challenging to achieve required results. Therefore, the first change in the leadership
and management style of organisation relates to adopting the democratic style. This is because
the Best Western London Peckham Hotel follows the centralised structure due to which essential

information is easily confident by for organisation. Along with this, it is also identified by
management that sometimes decisions delay due to complex structure. On the other side, it is
also referring that autocratic leaders generate strict discipline, so top authorities of Best Western
London Peckham Hotel go for engaging of democratic style that leads to improve decision
making and also ensure that no rumours information exists at the time of completing organisation
operations.
Management style is totally focused for completion of work in an accurate manner that
desires right and accurate results through managing task and resources that are required for
completion of the project. In the present scenario, most of the individuals do not retain for a
longer period in an organisation. So to sustain skilled and capable employees Best Western
London Peckham Hotel implement Maslow and Herzberg theory of motivation to obtain the
desired position in the market by enhancing skill capable of employees (Hassi, 2019). This also
refers that with the implement of right and effective results, it is used in offering right services
through which Best Western London Peckham Hotel accomplish desired and accurate results by
performing all operation with decided steps.
TASK 2
P4 Investigate about the internal and external factor that influence management style and
structure of an organisation
An organisation perform their business in an intensely competitive market, so it is essential
for management to select the right style and structure for completing all work in an organised
manner. Top authorities of Best Western London Peckham Hotel implement formulate structure
by analysing its internal and external environment. So some aspects that influence on
management style and structure are mention as follow:
Internal factor
 Employee's requirement- The most complex demand of hospitality organisation such as
Best Western London Peckham Hotel authorities mandates its leader and manager to
generate loyal employee's base as it reduces employee's turnover within the company.
Along with a satisfied workforce, also improve organisation productivity (Jha, 2014). But
it is a difficult decision because most of the guest visits London for fulfilling the purpose
of holidays. So it is difficult for the workforce to accomplish the demand of the company.

 Financial decisions- Monetary aspects generate the most challenging situation for the
organisation due to which task is not performed properly. Best Western London Peckham
Hotel manages its operations at a small level, so it is difficult for them to gather a large
number of funds. For the influence of the organisation, structure management
implemented style that improves brand image and goodwill that help to earn more profits.
 Internal relationship- Employees or workforces are performing their work by
coordinating with each other. Best Western London Peckham Hotel generates centralised
structure as it helps management to engage all employees in organisation. Moreover, the
internal relationship also influences the workforce to develop a structure that is adopted
by all employees.
External Factor
 Managing diverse talent- Most of the employees are performing their work by engaging
individuals that are different from local culture (Junni and Sarala, 2014). Along with this,
the diverse workforce is directly impacting on organisational goals and style of
management such as due to different cultural background it is complex to decide right
leadership and management style as employees not perform work with the right
approach.
 Stakeholders- Customers, employees, suppliers, competitors etc. are some essential
stakeholder that leads organisation to perform their work in an organised manner. Most of
the stakeholder also impacted by the policies of organisation. For instance,- if
management expands its business, then supplier also need to deliver more resources. This
impact on organisation style as a leader and manager design service with a perspective
that benefits both stakeholder and organisation.
 Digital and innovation- In the present scenario, most of the functions and operations are
completed with the implementation of technology in the organisation. Further, the
hospitality industry totally initiates digital methods among business for attracting more
persons through which international level of customers are attracted. So management
style and structure is designed also improved through implementing digital techniques in
organisation. The impact of social media tools on management style is that Best Western
London Peckham Hotel require a technical expert to provide effective and appropriate
training to all employees.

TASK 3
P5 Current management and leadership hard and soft skill and its evidence from the service
sector
Both leadership and management require skills that lead to managing work according to
decided goals and objectives. Some skills required by Best Western London Peckham Hotel are
mention as follow:
Hard Skill in Leadership
 IT Skills- Information technology plays an important role but it is difficult for
organisation to perform work as per leadership style. This helps persons for improving
the ideas as per staff. This also leads leaders to act persons and guide them as per flavour
of organisation.
 Financial modeling- The term financial modeling represent that audit, financial structure
plan, budget formulation and many terms are aspects of financial model. It includes
number of operations and functions that are managed by organisation to complete work
with appropriate methods. This leads organisation to perform their work with a profitable
manner.
 Service management- With the analyse of company operations and functions it is
identified that service management plays an important role for hospitality industry. In
context of Best Western London Peckham complete their operations by managing all
service aspects of organisation.
 Strategic mindset- Best Western London Peckham Hotel manager learn strategic
mindset skill that is used for making effective decisions (Mesu, Sanders and van
Riemsdijk, 2015). It also refers to the right strategy is leading employees to manage work
with generating steps that complete project in minimum time.
Soft skill in leadership Creative thinking- One of the crucial skills that are required by the leader is of creative
thinking because it leads individuals of Best Western London Peckham Hotel to work
with new techniques. Further, this skill is essential for the company because it leads the
organisation to formulate a competitive edge against the rival organisation. Trustworthiness- Leaders are followed by a large number of individuals, and they also
follow steps which are provided by leaders. Best Western London Peckham Hotel

leaders and its leadership style is designed that leads to generating trust among
individuals because most of the decisions develop by leaders are new and high is a risk.
Therefore, with trustworthiness skill, it is easy to generate trust among individuals to
engage them in new work.
 Inspirational leadership- It is the last step that leaders to generate the right leadership
that is leading management to work with a workforce which is capable of accomplishing
the right decisions. This also results from the right leadership skill helps the organisation
to manage the workforce in which task gain accurate and effective results. [OK]
In the last, the main aim of Best Western London Peckham Hotel is to put more focus on soft
skill because in service sector individuals are not able to composite product (Psomas and Jaca,
2016). On the other side, restaurant products are also related to service as a manager focuses on
delivering food in the minimum time period to satisfy the need and wants of customers in a
proper manner. This also conducts employee requirement to achieve more success.
P6 Future management and leadership skill required by the service sector
In the present scenario, it is identified by management that future results are gained by
management through generating high-tech results. This also conducted by management in
making techniques that digital organisation for completing the task with the right industry. Some
of the essential skill required by management and leadership is mention as follow:
Tech management skill- In spite of the fact that Best Western London Peckham Hotel
won't see an abrupt disturbance of artificial intelligence and AI immediately in our work
environments, innovation will turn out to be progressively used. In order to implement the tech
management skill training feature is implemented by management. Leader's should precisely
comprehend innovation to use its difficulties and openings inside information the board,
profession and aptitude advancement, working environment jobs, and security to give some
examples regions of concern. As of now, administrators invest 54% of their energy in
authoritative errands, however as simulated intelligence robots can arrange and make reports and
calendar arrangements, chiefs can invest additional time dealing with all the more testing
business attempts (Shek, Chung and Leung, 2015).
Soft skill assessment- Similarly, as all workers will require specialised aptitudes,
delicate abilities is one of the major quality required by leaders and directors to represent
themselves differ from other recruits. Leader implement abilities like tuning in, productive

agreement, motivational perspectives and extraordinary time that is required by executives.
Leaders should evaluate a contender for a mix of basic reasoning and inventive to manage all
work as per decided strategy. For the future results, management implements soft skill by
providing guidance from experienced employees to the current workforce.
Diverse team management- There are the various employee's from different background
are engaged in organisational workforce that helps leaders to learn and manage work as per
engagement of different employee's in-company project. As the workforce of Best Western
London Peckham Hotel and children of post-war among leaders and manager work past their
retirement age, there will be a requirement for cross-generational coordinated effort (Shin and et
al., 2015). These moving socioeconomics mean differing groups are fundamental to remaining
above water, and that supervisors and pioneers should be comprehensive and touchy to
everybody. This is implemented, and better results are achieved by organisation through
enhancing result in arranging project with the help of a diverse workforce. [OK}
TASK 4
P7) Compare and contrast different service industry organisations change management systems
and leadership in implementing change
The term change management is defined as a crucial approach, and it is required for each
single modifications in the service industry and also for another sector. It is also used to make
alterations about services which are offered to the hotels, and it is also required by customers for
completing work as per company trends. From the perspective of Best Western London Peckham
Hotel, both leader and manager generate changes among the service industry. Some changes that
are implemented by change management are mention as follow:
 Staff training is the first aspect that is implemented by Best Western London Peckham
and it is used to perform all work and operations in an organised manner. Lewin's change
management model with it's different stage are implemented by respective organisation to
improve workforce skills and capabilities. With the analysis of existing market environment it is identified that services plays an
important role for hospitality organisation. This also determines positive working
environment leads management to complete their operations and functions with a
systematic approach.

Responsibilities of service manager for implementing changes
 To manage staff as per changes according to capabilities that breath changes about the
modification Best Western London Peckham Hotel.
 Another responsibility about the service manager as it is used in managing changes that
manage long term policies which are used by leaders for making the right place as it
eases about company perspective.
On the other side, organisation undertakes about the communication process that implements
all changes for completing work as per service manager and leader. Some steps about the
communication process are mention as follow:
 Sender- It is considered about the first stage that is related with the manager of Best
Western London Peckham Hotel that generates information about the willing about the
receiver.
 Message- There is various information is transferred that relates with a service manager
as it is used to transfer all message by making better communication to bring better work
performance.
 Encoder- All the message which is transferred must be encoded to manage and complete
work by performing company task according to the changes which are required by Best
Western London Peckham Hotel to encode the message in an organised manner.
There are a few stages that used to assist and make a better understanding about the reflected
changes that are measured by Best Western London Peckham Hotel is as explained below as:
Increase urgency – It is a stage that is used so as to motivate the leader of the hotel so
that moderate level of changes is addressed by which effective and efficient modification by
which relevant changes is addressed so that quality services is provided.
Build the guiding team – It is a vital aspect within which hotel has tries to select
appropriate candidates so that standardised outcome is attained with more perfectness. In this
effective team, measurement is analysed by which attractiveness of goals is achieved.
Get the vision right – In this leader has provided suitable direction to the worker by
which work is accomplished with more effectiveness and in this, the need of all the
individual and customers is satisfied in the appropriate mode.
Best Western London
Peckham Hotel
Wa-Pila Hotel

Change management
system
Lewin's change management
model with three different
stages Best Western London
Peckham Hotel is the leading
and largest hotel and has
provided better hospitality
services within the marketplace
so that a moderate level of
changes is addressed with
better sufficiency. By
implement of Lewin's change
management model workforce
capabilities is increased by
minimising the gaps related
with skill.
Koter change management
model is implemented by
management of Wa-Pila hotel
doesn't have much
moderateness within the
change management by which
the rate of productiveness is
managed by which
effectiveness is reduced in the
effective mode. The main
motive to work as per Koter
change management theory to
motivate workforce as per
existing goals and objectives.
Leadership style It is a style that is used by the
hotel, and in this, the leader
uses the autocratic style by
which they have influenced the
working behaviour with more
suitability.
Wa-Pila has bureaucratic
leadership style so as to
influence the working style of
employees.
CONCLUSION
With the above report, it is concluded that leadership and management are the two pillars of
organisation that support to achieve desired results—both leader and manager work to enhance
the skill of employees for improving overall productivity and profitability of the business. With
understanding organisational structure and management theories from the perspective of the
service, the industry is also included in this report for completion of work with the service
industry. Role of leader and manager is also dissimilar, so management and leadership style also
perform work according to company goals and objectives. Further, the internal and external
approach also leads the company for the formulation of effective style and structure that lead the
business to work in organised manner.

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