Leadership and Management for Service Industries

LEADERSHIP AND
MANAGEMENT FOR
SERVICE
INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................4
P 1 Assess different classical management theories and apply these in a service industry
context....................................................................................................................................4
P 2 Explain the role of the leader and different leadership styles in a service sector industry
context....................................................................................................................................5
P 3 Review the management and leadership styles in a specific service sector organisation 6
LO 2.................................................................................................................................................8
P 4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organisation.............................................................8
LO 3...............................................................................................................................................10
P 5 Assess current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples...........................................................................................10
P 6 Discuss future management and leadership skills required by the service sector and how
these can be achieved...........................................................................................................11
LO 4...............................................................................................................................................13
P 7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change..................................................................13
Conclusion.....................................................................................................................................15
References......................................................................................................................................16

INTRODUCTION
Leadership is about getting people to comprehend and believe in the vision you set for the
company and to work with you on achieving your goals, while management is more about
administering and making sure the day-to-day activities are happening as they should. The Ritz-
Carlton Hotel Company, LLC is an American multinational company that operates the luxury
hotel chain known as The Ritz-Carlton. The company has 101 luxury hotels and resorts in 30
countries and territories with 27,650 rooms. This report covers questions such as Assess
different classical management theories and apply these in a service industry context, Explain the
role of the leader and different leadership styles in a service sector industry context, Review the
management and leadership styles in a specific service sector organization, Investigate the
internal and external factors that influence management styles and structures in a selected service
industry organization, Assess current management and leadership ‘hard’ and soft’ skills
providing evidence from specific service sector examples , Discuss future management and
leadership skills required by the service sector and how these can be achieved , Compare and
contrast different service industry organizations, change management systems and leadership in
implementing change. Talent management is an organization's commitment to recruit, hire,
retain, and develop the most talented and superior employees available in the job market.

LO 1
P 1 Assess different classical management theories and apply these in a service industry context
Principles of management by Taylor-
Science, not rule of Thumb- Ritz hotel uses this technique of Taylor so that they can increase
their efficiency. This theory is substituted by the approach of scientific methods. Managers at
hotel Ritz take their own decision on the basis of their personal judgements. They even plan the
arrangement of sheets according to this theory. As this help their team to save time and their
energy. Managers take their decisions on scientific basis with relationships that are related with
cause and effect. Ritz hotel consider this technique as the best as it helps them to select a easy
and less time consuming way of doing the job with the help of scientific calculation not just by
trying what looks best. (Vaca, and et.al., 2017)
Harmony, not Discord-
Workers of the Ritz hotel maintains harmony between them as if there is any issue or conflict
between them it will affect the work and it will not be beneficial for the hotel. They maintain the
harmony between each other by realizing the importance and role of every people in the
organization. The management of the hotel has ensured that they hire employees who don't have
any problem with issues such as attitude so that they don't have to work on changing the attitude
of them and train them to develop their personality. If they don't follow this theory their way to
prosperity will be disturbed a lot. (Shaw, S., 2016)
Mental Revolution-
Ritz hotel believes in this theory by Taylor that is why there is no issue in between the workers
and the management of the hotel. They work with full cooperation and aim for both of them is
set to increase the revenues of the hotel. Workers at the hotel Ritz have a thinking that if they
give their best efforts then it will increase the revenue of the hotel and they in return will give
them a decent package. It is a win win for everyone.
Cooperation, not Individualism-
This theory is just an extension of Harmony, not discord. In hotel Ritz, managers and workers
both are confident, work with cooperation and they follow a sense of protocol which is to never