Leadership and Management for Service Industries

This document discusses leadership and management for service industries, focusing on organizational change and techniques for easing employees into the change process. It explores different types of changes and their impact on management and leadership styles. The document also discusses the application of Lewin's and Kotter's change management models and provides insights on developing talent and implementing the change process effectively.

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Leadership and Management for Service Industries
INTRODUCTION
Organizational change is required to be implemented in the organizations. The managers can
take specific steps to make sure that the employees feel comfortable while adopting the change which will
help them to settle down in a new environment. Thus there are certain techniques which the managers can
adopt for easing them into the change process.
TASK 4
P7: Comparison and contrast of different service industry organizations change management systems
There are different types of changes which can occur within an organization. These changes are explained as
follows-
 Developmental- In these type of changes there is a change in the way in which an
organization conducts its business in an effective manner.
 Transitional- These type of changes require the organizations to be able to transit from its
existing processes to new processes.
 Transformational- Here the changes are required to be done to ensure that the overall
transformation of the organization can be carried out effectively.
Organizational change has to be brought in due to the changing dynamics within the market.
Thus there is a requirement of ensuring change management. It is analysed as follows-
Lewin’s change management model-
Scenario- In Bulgari Hotel the managers want to change the entire system by being strict with the
employees and ensuring that they are able to bring more efficiency and productivity in them. For
implementing this change they will make the use of Lewin's change management model. The use of this
model will also put its impact on the management and leadership style within the hotel. The managers will
be required to make the use of results-based management style here so that they are able to bring the
essential change in the employees of the organization. Also the leaders will be required to make use of
autocratic leadership style so that they are able to enforce the change strictly in the organization without
problems and issues. This is a transitional change because in a transition is required to be made from the
existing processes to new processes.
Lewin’s change management model is very helpful for the organizations for understanding
the process of change. Its application in the context of Bulgari Hotel is as follows-
The application of this model is as follows-
Unfreeze- Here, the management of Bulgari Hotel is required to ensure that the existing
system of employees is broken and thus by breaking this status quo they will be able to start the process
of change in the organization.
Change- Here, the managers of Bulgari Hotel should aim at training the workers so that
they develop their skills and abilities and thus can be more efficient and productive.
Refreeze- The management of Bulgari Hotel should make sure that once the employees
have trained in their skills and abilities the hotel should return to normalcy by refreezing.
Impact of change on management and leadership styles-
Whenever a change is introduced in an organization, there are various things which are required to be
addressed. The talent management in different age profiles has to be done by the managers. In the
context of Bulgari Hotel it is done as follows-
Younger employees- The younger employees will be the first ones to embrace the change. Thus they
can make the job of managers of Bulgari Hotel very easier.
Middle-age employees- The middle-age employees will find it quite hard to accept the change.
Therefore for them the managers of Bulgari Hotel will have to adopt a specific strategy to convince
them to accept the change.
Older employees- Older employees will find the change process the hardest to go through. Thus, the
managers of Bulgari Hotel will find it quite hard to convince them to accept the change. However by
adopting specific strategies they can convince them to accept the change.
Kotter’s change management model-
Scenario- In Rosewood London the management wants to introduce new machines for the production
process. The managers want to make sure that it will bring higher-level efficiency and effectiveness in
the organization. This is a transformational change in which an overall transformation can be made to
new systems in the organization.
In Rosewood London the managers make use of Kotter's 8 step model in order to lead and manage
change in a highly effective manner. The managers will be required to make the use of collaborative
management style so that they are able to collaborate with the employees in a highly effective manner to
achieve the required goals and objectives. Further the leaders will be required to make use of
Democratic leadership style here which will ensure that better cooperation and coordination is made
with the employees so that the use of new technology is implemented effectively in the organization.
The application of the model is as follows-
 Increase urgency- Here, a particular urgency is created for the purpose of bringing
change in the organization. This is to make sure that the workers understand the need for
change. In Rosewood London this can be done in order to ensure that workers understand
the need for change. The managers in the hotel need to create urgency so that the change
can be effectively introduced in the production process.
 Build Guiding Team- Here, a guiding team is formed which is given a task to introduce
change in the organization. This ensures that the organizations are able to lead towards
change. In Rosewood London this is required. The hotel's managers need to make sure
that a team can be built so that the new technology for production can be effectively
implemented
.
 Developing vision- Here, a vision for the change is developed within the organizations. In the
context of Rosewood London this is quite essential. The management of hotel here is required
to create a vision through which they are able to develop a vision through which they will be
able to bring through the change in the production process.
 Communicate for Buy-In- The vision of change must be communicated so that it can be
effectively implemented. In Rosewood London this makes sure that the change can be
effectively made. The hotel's managers should communicate the process of change with the
workers so that they are able to effectively adjust with it.
 Removal of obstacles- Here the obstacles in the change process are identified and removed.
In Rosewood London this makes sure that change can be implemented appropriately. In the
hotel, the managers should aim at removing the obstacles which are coming between in the
process of implementation of change.
 Creating short-term wins- Here it is required from the managers that they are able to create
short-term wins for change. In the context of Rosewood London it is needed to ensure that the
change takes place effectively. Thus the managers of the hotel should set short-term goals for
accomplishment so that the change can be implemented effectively.
 Consolidation of gains- The managers here must make sure that they are able to consolidate
the gains which they have made. In Rosewood London this makes sure that the change can be
implemented effectively. In the hotel, the gains which have been in the process of change are
to be consolidated so that these are used in an effective manner in the change implementation.
 Anchoring of change- Here, the managers are required to make sure that they are able to
anchor the change in the organization. In the context of Rosewood London this is helpful in
introducing change. In the hotel, the managers are required to anchor change so that they are
able to effectively change the production system to bring more productivity.

Use of talent management
There are various ways which the managers can use to develop people in an organization to accept the
change process. These are explained as follows-
Taking responsibility to develop employees- The managers are required to take the due responsibility of
developing their employees. If this happens in Bulgari Hotel then the employees will be able to settle in the
change process easily.
Taking responsibility for developing talent- The managers are required to ensure that they develop
the talent in the organization according to the change. If it happens in Bulgari Hotel then the workers
will accept change easily.
Using on-the-job experiences- On-the-job experiences will be used so as to develop the employees. In
Bulgari Hotel, the employees will be able to develop for change if the managers follow this process.
Supporting learning from experience- The managers are also required to support the employees to learn
from experience. In Bulgari Hotel, the workers will be able to develop for the change through this process.
CONCLUSION
Using the techniques discussed above, the managers can implement the change process. By
doing so, they will ensure that the organization is able to adjust itself according to the changing dynamics
of the business environment without any problems and issues. Therefore, the managers are required to use
the right techniques for the change process.