Leadership and Management for Service Industries

This document discusses the role of leadership and management in the service industry, focusing on classical management theory, leadership styles, and factors influencing management style. It also explores the importance of hard and soft skills in the industry.

Leadership and
Management for
Service Industries
1

INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
P1 Appliance of Classical Management Theory within service industry....................................3
P2 Role of leader and various leadership styles..........................................................................3
P3 Management and Leadership in service sector.......................................................................4
P4 Internal and external factors influencing the management style............................................5
P5 Hard as well as Soft skills......................................................................................................7
P6 Future management and leadership skills...............................................................................7
P7. Different Service sector companies’ Change management systems and Leadership............8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
2

INTRODUCTION
Leadership and management practices act as one of the most essential aspect of an
organisation as it ensure long-term sustainability as well as profitability of entity in marketplace.
Both of this function plays important role in organisational management function as it benefit
entity to make significant maximization in their productivity (Popli and Rizvi, 2015). Leadership
is defined as a process in which leader encourage and influence behaviour of other individual
within organisational workplace structure towards objectives and goals of entity as to gain more
competitive advancements. Both leaders and manager are strong aspect in an organisation as they
engage in the process of providing guidance, support, direction to employees as to fulfil
corporate goals in a well effective manner. With effect of supervision of leadership and
management employees in an organisation can conduct their responsibility with more efficiency.
Present report has been made on, Four Season London. Company operate their functioning in
hospitality sector and provide different type of facilities to customers. In this report formative
discussion has been conducted, on classical management theory. Along with this role of leaders
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and managers are also covered in this report. Present report also includes external and internal
factors that influence management style. In addition to this report include future leadership and
management skill.
TASK 1
P1 Appliance of Classical Management Theory within service industry
Classical Management Theory are mainly based upon presumption that states that
employees in company mainly possess economic and physical needs rather than considering job
contentment and social need. It mainly determines labour specification, maximization of profit,
centralised leadership and process of taking decision. In this context there are numbers of
classical management with the help of which organisation can gain insight of management and
leadership concept. By applying effective theories in a company workplace structure manager
and leaders of Four Season London can make significant increase in workplace efficiency and
can further manage their operations with more effectiveness. Mentioned below two widely used
theories of classical management is being elaborated in relation with respective organisation:
Weber theory of Bureaucracy
This theory is termed as a most essential and effective classical management theory that
benefits an entity with elementary principles of bureaucracy (Shek, Chung and Leung, 2015).
Weber theory of Bureaucracy mainly focuses into hierarchical structure, implementation of rule,
application of rule and division of labour. It has been evaluated that powers possess the tendency
to effectively induce obedience. It further benefit to encourage individual to comply with
regulation and rules of organisation. In context with this number of principal is being defined in
relation with Four Season London:
Division of labour:
Division of labour states that, each and every individual posse’s different form of
potential and capabilities as to conduct operation within organisation workplace structure. In this
context manager of Four Season London are required to evaluate capabilities and potential of
every individual and further allocate them task in accordance with their potential. This allow
organisation to increase specialisation in their work that further aid them to increase overall
productivity of employees. It not only increase job satisfaction level among employees but also
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facilitate healthy workplace environment that automatically benefit organisation to increase
overall profitability of company.
Chain of command:
Chain of command directs implication of hierarchy in workplace structure. In this
command follows from higher to lower level. In this manager of present respective organisation
must ensure that there is a proper hierarchy implemented in organisational workplace structure.
As it allow effective execution of task in time effective manner that automatically stimulates
organisational productivity.
Rules and requirements:
Requirements and rules are most essential aspect within an organisation which is related
to performance and complaint process. In this regard Four Season London manager must
undertake different form of procedure as well as policy by considering workforce requirement.
With the help of this they can ensure effective uniformity in cooperation among all department
of company.
Career orientation:
Career orientation is essential aspect of classical management theory as its states that
individual is required to place at right position in workplace environment. It not only increase
organisational workplace efficiency but also increases organisation higher profitability. In
context with present organisation managers must ensure that they select right individual by
analysing job requirement within company and further place them in right position by analysing
their competencies and skill.
Taylor' scientific management theory
This theory was developed by F.W Taylor. This management theory mainly focuses upon
maximizing employee’s efficiency in workplace organisation as to fulfil organisational
objectives. It is essential to motivate employees by offering them different type of rewards in
order to appraise their performance. It is essential for managers of Four Seasons London to make
sure that effective appraisal is being provided to employees in organisational workplace
structure. Taylor scientific management theory mainly have four different type of fundamental
principles.
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Principles of Taylor's scientific management theories
 Instead to advantage of scientific approach as to identify efficient manner to conduct task
management can take advantage of “rule of thumb”.
 Instead to allot task to any individual in workplace structure it is required to analyse
capability of employees and then assign them work in accordance with their capabilities.
 Proper supervision and instructions are being provided to employees and regular
monitoring of their performance are being undertaken in order to effectively utilise
employees capabilities.
 Allocate task among employees and managers in an effective manner as to make sure that
administration focus upon the process of planning and training. With the help of the
employee can perform their operation in efficient manner.
Thus according to the about analysis it is essential for respective entity manager to evaluate
skill, knowledge and competencies of every employee in their workplace organisation as to
assign them task according to their capability. Is not only reduce level of error but also increase
performance of organisation in more efficient manner. Along with his by taking advantage of
scientific management principle, Company can make significant improvement in their practices
and can further ensure high growth.
P2 Role of leader and various leadership styles
Organisation those who operate their functioning in hospitality industrial sector mainly aim
towards offering high satisfaction to customers in order to increase their brand image in market
place as to ensure long-term sustainability. In order to fulfil this, leaders play key essential role
as they direct employee’s motivation and morale towards fulfilment of organisational objectives
in an efficient manner. Employees are most important resource within every organisation and
especially in hospitality industry they have direct contact to customers. Thus, it is essential for
organisation to provide proper development to their employees in order to enhance
organisational growth and image (Mesu, Sanders and Riemsdijk, 2015). In present context
leaders within Four Season London take advantage of different type of strategies through which
they can satisfy the need of customers. Along with this leaders have responsibilities to take
advantage of strategic course of action in order to ensure long-term sustainability. Along with it
has been identify that leaders in present organisation provide effective support and guidance to
their workforce as to increase their performance level. In order to provide guidance leader can
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take advantage of leadership style in accordance with the situation. With the help of this they
effectively guide employee’s behaviour. In addition to this, it has been evaluated that within Four
Season London, leaders take advantage of autocratic as well as democratic form of leadership
style in order to perform organisational operations in a best effective manner and offer higher
satisfaction to customers while ensuring more competitive advancements comparatively to other
competitors.
P3 Management and Leadership in service sector
Leadership and management act as most essential aspect in each and every organisation
despite of their size and scope, as both of these functions direct organisational towards more
growth opportunities. In context with four seasons London, managers as well as leaders can take
advantage of numerous styles as to maximize profitability and productivity of both entity and
employees.
Leadership Styles
Leaders performing their operations in Four Season London take advantage of autocratic
and democratic form of leadership style in order to fulfil organisational goals and objectives in a
proper time manner. Both of these leadership styles are further define in context with
organisation:
Autocratic:
With the help of autocratic form of leadership style leaders can centralised their work in
an effective manner and further conduct function related to decision making in an efficient way
as to encourage workforce in a well defined manner. In this decision making power is only held
by leaders and they did not undertake consideration of employees. By implementing autocratic
leadership style in Four Seasons London, leaders can effectively able to frame decisions in a
quick manner. Along with this, it has been evaluated that with the application of this leadership
style leaders with an entity can ensure accomplishment of organisational goals in time effective
manner.
Democratic:
Democratic form of leadership provides leaders with the benefit to take opinion of
employees in the process of decision making. With the implementation of democratic leadership
style in Four Seasons London, leaders within entity can effectively able to develop a cooperative
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and healthy workplace environment that not only increase motivation among employees but also
stimulate higher performance level of workers.
Management Styles
Management style are being undertaken by managers with an organisation with an aim to
fulfil responsibilities of their roles and duties in order to manage subordinate and organisational
functions as per according to the organisational objectives. Mentioned below management style
applied by manager of Four Seasons London is being defined:
Participative style:
In participative management style managers are allow to engage workers within
organisational workplace structure in the procedure of decision making as to take advantage of
their knowledge skill competencies in decision making process (Huang and et. al., 2016). With
the implementation of this management style Four Seasons London managers aim towards
maximizing motivation and confidence level within employees. In addition to this they also aim
to increase employee’s performance efficiency in a well defined manner.
Consultative style:
In accordance with consultative management style manager can take views and opinions
of employees but decision making power is mainly held by them only. In context with present
organisation, management by taking advantage of this style as to increase loyalty among
employees towards company. Along with this, managers also aim towards increasing sense of
empowerment within workers. Apart from that this, it has been identified that this management
style lead managers to increase employee engagement in a well defined manner as to increase
their competency level.
P4 Internal and external factors influencing the management style
It has been identified that an organisation conduct their operations in a dynamic business
environment in which there are different type of factors that have impact of an organisation in a
negative and positive manner. In order to effectively take advantage from these factors it is
essential for an organisation to have proper understanding of all the factors as they influence
upon management style. In this manager within entity are responsible to develop strategies in
order to overcome the impact of these factors upon management style.
Internal Factors
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Different types of factor within internal environment that influence management style are
discussed below:
Employees:
Employees are termed as most essential resource for an organisation. It has been
identified that employees perform their work within hospitality sector that are directly associated
with customers. This makes impact of employees upon management style. Thus, it is essential
for manager of Four Seasons London to direct individuals in a well defined manner. For example
if any situation managers for not able to formulate strategy and plans in a favourable manner
then this may lead towards unfavourable end outcomes (Psomas and Jaca, 2016). In this hotel
management is required to take advantage of appropriate management style by evaluating
behavioural characteristics as well as code of conduct of employees.
Capital:
Capital play essential role in any organisation and have significant impact upon
organisational functioning. Thus, it is important responsibilities that have been held by manager
as they are required to formulate plan after analysing availability of cash within organisation.
With the help of this effective utilisation of funds can be made. It has been identified that
managers undertake management style Four Season London after identify fund availability as
lack of funds may negatively impact upon organisational functions. In addition with this,
managers are required to effectively utilise resources and funds and use them in order to bring
innovation in services as to satisfy customers with best.
External factors
There certain external factors that impact on management style
Technological up-gradation:
It has been identified that technology is upgrading on continuous manner that brings
innovation and uniqueness in marketplace. A customer always seeks for updated technology.
Thus, it is essential for managers to take effective management style in order to implement best
technology in management of Four Season London. This will allow them to satisfy their
customers with Hi-Tech services that further ensure company long term sustainability in
hospitality industrial sector.
Customers:
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Customers are king of market of every industry as they significantly have the power to
influence functions and operations of organisation. Thus, it is essential for managers within Four
Season London to take advantage of best management style after evaluating needs and
expectations of customers. This will further allow them to satisfy customers outlook according to
the current prevailing tend in marketplace. With the help of this present organisation can
effectively ensure high profitability and loyalty from customers.
P5 Hard as well as Soft skills
Soft skills define as a personal attributes that are mainly possessed by an individual, this
differs from person to person (Psomas and Jaca, 2016). Apart from this hard skills are really
linked with professional job skills. There are number of soft and hard skills that are duly been
undertaken by individual in Four Season London:
Soft Skills
Communication:
Communication is one of the most important aspects for Four Season London manager,
as this organisation of conduct their functions in hospitality industry thus employees have direct
contact to customer. With the help of communication skill managers can effectively
communicate roles and responsibilities to every employee that further help in minimising
misunderstanding. It further increase efficiency of organisational operations.
Leadership:
Leadership play key essential role in Four Season London as in this and leaders have
responsibilities to effectively direct behaviour of employees towards organisational objectives.
With the help of leadership style leaders can encourage employee behaviour in a significant
direction that allow entity to increase their profitability earnings ratio.
Hard skills
In context with Four Season London it has been identified that identify that operation of
rigid structure, demotion of firing of employees, punishment, centralisation of power are some
certain form of hard skills that are being processed by manager. It allows them to take decisions
in a quick manner and overcome complex situation in a well defined manner. This further ensure
accomplishment of organisational goals in time effective manner.
P6 Future management and leadership skills
Future leadership skills:
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Leaders within Four Season London can take advantage of number of skills like decision
making, time management, collaborative working etc in order to conduct their operations with
more efficiency (Nieves and Segarra-Ciprés, 2015). With the help of these leaders can ensure
effective execution of organisational roles and responsibilities and can further fulfil corporate
goals in best effective way. With this leadership skills leaders in hotel can create a positive
workplace environment that further allow employees to increase their productivity level that
automatically related to hire profitability.
Future management skills:
Managers operate their functions in Four Season London by undertaking advantage of
management skills such as delegation of job to subordinate can effectively ensure fulfilment of
goals with more efficiency. In addition to this, skills like allocation of task to employees in
accordance with their interest also benefit managers to increase task efficiency. Along with this,
skill of critical thinking also aid managers to overcome complex situations with an ease that
further generate maximum profitability for organisation.
P7. Different Service sector companies’ Change management systems and Leadership
It has been evaluated that every organisation operates their functions with different type
activities. In this context, formative comparison among different organisation of diverse sector in
terms of management and leadership system is being defined:
Four Seasons London Emirates
 As to manage activities and functions it
is essential for management of four
season London to provide continuous
motivation to their work force. Along
with this leaders and managers are
required to provide proper support and
guidance to employees in order to
increase their competencies (Shin and
et. al., 2015).
 Leaders within Four Season London
 In Emirates, management provide
proper training and monetary incentive
to their workers in order to encourage
them to manage change. With this
company expect their employees to
effectively deal with modifications that
take place in organisational workplace
structure.
 Company take advantage of
contingency leadership style with an
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take advantage of democratic
leadership style in order to provide
motivation to their work force with an
aim to make significant increase in
their performance.
aim to encourage their work force to
conduct their functions in accordance
with business situation.
CONCLUSION
As per in accordance with the report this has been concluded that, leadership play key
essential role in any organisation of any industry. As with the help of proper leadership
employees can be effectively directed towards fulfilment of organisational goals. In addition to
this there are wide ranges of factors prevailing in internal and external environment that have
impact upon organisational functioning. In order to overcome negative impact of these factors
leaders and managers by taking advantage of effective leadership and management style can
maximize organisational workplace efficiency. Along with this by undertaking advantage of soft
and hard skills leaders and managers can guide employees towards high performance that add
entity to ensure long-term sustainability and profitability in respective industrial sector.
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