Leadership and Management for Service Industries

LEADERSHIP
AND
MANAGEMENT FOR
SERVICE INDUSTRIES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
LO1 Review classical management theories and leadership styles.................................................3
P1 Assessment of various classical management theories applied in hospitality industry..........3
P2 The leader's role and various leadership styles in hospitality industry..................................4
P3 The management & leadership styles in Marriott.................................................................5
LO2 Explore the factors that influence different management styles and structures in a service
industry context...............................................................................................................................6
P4 The internal & external factors that influence management styles & structures of Marriott. 6
LO3 Assess current and future management and leadership skills for the service sector...............8
P5 Current management ‘hard’ & soft’ leadership skills of Marriott..........................................8
P6 Future management & leadership skills required by the hospitality industry........................9
LO4 Demonstrate management and leadership skills in a service industry context.....................10
P7 Change management system & their comparison in different service industry...................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership is a creation of motivating a collection of people to act towards the
achievement of a common prescribed goal. In business context, it is a process of directing
workers and subordinates with the help of effective strategies to meet organizations
requirements. It is basically a social influence in order to maximize the effort of other employees
towards the achievement of goals and objectives of the company. Effectual leadership brings
together and diverse person or support them to explore common purpose and work towards to
accomplish targeted purposeful common business goals. It inspire and empower to realize their
best potential or harness their potential to get common business goals and objectives.
Marriott international is a multinational wide-ranging hospitality sector that manages
wide portfolio related to the hotels to lodging facilities. It is the largest hotel chain across world.
It has overall around 30 brands in 131 countries with 7484 properties.
This file includes the concept of classical management theories applied in hospitality
industry along with different roles of leader and leadership styles followed by them in order to
manage their employees (Bavik, 2020). Apart from this, the file also highlight the external and
internal factors that are influence management styles of Marriott, leadership skills, future
management and leadership skills that needs to be adapted and comparison of Marriott with
their competitive hospitality industry in context of leadership style change as and when required.
MAIN BODY
LO1 Review classical management theories and leadership styles
P1 Assessment of various classical management theories applied in hospitality industry
According to classical management theory, managers of the organization in context of
hospitality industry focuses on the profitability factor of the company. Managers of Marriott
manages all the organizational activities in a manner which helps them to increase the over all
productivity of the company and thus increase the organizational performance and also ensure
the sustainability in the competitive market space (Birasnav and Bienstock, 2019). This
particular theory of management has been made up by the three theories of management i.e.
Bureaucracy model by Max Weber, Administrative theory by the Henri Fayol and Scientific
management theory by Frederick Taylor. In the classical theory of management, the organization
is to be divided into three sections such as top management which includes the board of directors

and executives that set the objectives of the company. Middle level management who handles
and manages the pother level supervisors in order to set goals for the firm and at last the lower
level management which includes supervisors who manage the daily activities of the employees
and solve the issues which are held among the employees. The various theories of classical
management theory are as follows: Administrative theory by Henri Fayol: This theory represented as modern management
techniques. Henri Fayol used this approach to follow top down management as it is
highly essential to go through various different situations or conditions which are to be
faced by the managers of the company (Chon and Zoltan, 2019). This particular theory
of classical management will help the managers of Marriott to enhance their ability in the
role of manager. Also, according to the point of view of Henri Fayol, there must be a
unity of command which includes the guidance or supervision to each employee of the
company. According to this theory, the staff members are included while taking decisions
for the company. This will help the managers to enhance their relationship with their
subordinates.
 Scientific management theory by Fredrick Taylor: This concept is founded on different
rules which were made by Fredrick Taylor. The plan of this theory is to motivate the use
of scientific methods in order to execute the activities within the company effectively
instead on relying on judgement (Ding, Choi and Aoyama, 2019). Therefore, with the
help of this theory, managers of Marriott are able to develop proper method so that each
task must be achieved properly. Thus, this theory ensures the positive relationship among
staff members as well as managers.
P2 The leader's role and various leadership styles in hospitality industry
The role of leader in business activity has to be centred on the practicality. It means to
produce a high performing team within the organization or in high performing hotel, managers
have to become goal focused along with people oriented ways. It is all about maintaining and
achieving a balance between both the approaches i.e. being focused as well as people oriented
(FHKPS, 2018). The leadership is highly important in any hospitality industry as the managers
who are able to respect and give importance to their employees are more likely to see them as a