Leadership and Change Management in the Service Industry Report

This report analyzes change management within the service industry, focusing on the implementation of changes and its impact on the employees and the company. The report uses the Lewin's Change Management Model (Unfreeze, Change, Refreeze) to examine the change management strategies of two different hotels. The report highlights how these hotels adapt to market changes, resolve internal conflicts, and adjust their management to improve customer service and overall performance. It also analyzes how these hotels implement changes to their marketing strategies, staff, and management to improve performance. The conclusion emphasizes the importance of effective change management for organizational success. The report includes references to relevant literature that supports the analysis of the change management process.

LEADERSHIP AND MANAGEMENT FOR
SERVICE INDUSTRY.

INTRODUCTION
• Change management is a process through which the company makes and implement changes in
both its internal and external processes (Sok and et. al., 2018). It includes preparing employees
for the change, analyzing necessary steps for implementing effective changes, and monitoring
the post change effect on the employees as well as on the workings of the company. It helps the
company in effectively implementing change in the workings of the company.

COMPARISON OF TWO DIFFERENT SECTOR ON THE
BASIS OF CHANGE MANAGEMENT SYSTEMS
The three phase of change management is explained below with the help of Lewin’s Change Management Model:
• Unfreeze
• Change
• Refreeze.

CONTINUE….
Balmoral hotels
• They tend to unfreeze their management when
number of customers decreases.
• They tend to change their marketing or promotional
activities in order to attract more customers (Wright,
D., 2018.)
• They refreeze their workings when employees
understand all the change related management.
The Landmark London hotels
• They freeze their management when they see
discrepancies and conflicts within the departments of
the hotel (Ye and et. al., 2019.).
• They change the management by changing the staff
of problematic department.
• They refreeze their management when the reason for
conflicts or bad behavior resolves.

CONCLUSION
• It is concluded that change is necessary for all the organization but managing that change effectively and
efficiently is more important.

REFERENCES
• Sok and et. al., 2018. Does transformational leadership always matter in frontline service roles?. Journal of Service
Theory and Practice.
• Suyanto and et. al., 2019. TRANSFORMATIONAL LEADERSHIP: MILLENNIAL LEADERSHIP STYLE IN
INDUSTRY 4.0. Manajemen Bisnis, 9(1).
• Tuan, L.T. and Thao, V.T., 2018. Charismatic leadership and public service recovery performance. Marketing Intelligence
& Planning.
• Wright, D., 2018. Safety and leadership. Construction Engineering Australia, 4(2), pp.24-25
• Ye and et. al., 2019. Servant leadership and proactive customer service performance. International Journal of
Contemporary Hospitality Management.