Leadership and Management: Service Industry Change Implementation

This report examines the crucial roles of leadership and management in service industries, focusing on how these elements shape organizational success. It begins by differentiating between management, which emphasizes organizing and directing employee activities, and leadership, which involves guiding a group toward achieving its goals. The report then contrasts the change management systems and leadership approaches of two service industry organizations: Premier Inn and St. Giles London. Premier Inn's proactive change management system, effective communication, and employee training are highlighted, along with its leaders' use of Kotter's Change Management Model. In contrast, St. Giles London's outdated systems and reliance on Lewin's model are discussed. The conclusion emphasizes the importance of managing internal and external factors, and developing future management and leadership skills to enhance overall performance and productivity.

Leadership and management for service industries
Task 4

Table of content
• Introduction
• Compare and contrast different service industry organizations change management
systems and leadership in implementing change
• Conclusion
• References

Introduction
• Leadership and management play a crucial role in an organization as it focuses on contorting and
managing working activities. Basically, both terms are totally different from each other.
Management is a process of managing or organising employee’s activities with the aim of engaging
workforce towards the specified objectives. On the other side, leadership is an action that taken by
leader to lead a group of members to achieve their targets.

Contrast different service industry
organisations change management
• Change management refers to the effective method in which organization determine as well as
implement changes with the of enhancing positive performance of company. In this context,
Premier Inn also implement change to attain competitive success but it can be challenging. Thus, it
is significant for company to effectively manage change. Further this could be understood with the
help of the table given below

Premier Inn
• Change management systems: Premier Inn, is openhearted with the change and its management
systems. This means that the company’s workplace processes, systems and strategies evolve timely
without doing any harm to the image of the company.
• Premier Inn has their own communication strategy. This factor helps the company in
communicating the key message to its employees through various channels and mediums.
Moreover, in important situations for instance; attracting more and more customers, company has
provided with the leverage to workers to directly interact with senior supervisors if the employee
has any innovative idea.

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• Mangers of the company knows the importance of “customer’s satisfaction” thus, on a regular
basis company provides training to its employees so that better services can be provided.
Therefore, Premier Inn follows a definite structure.
• Leadership in implementing change: The role of leadership in implementing change is to
provide a proper vision of the organisation. Leaders of Premier Inn, always stay connected with
their employees (Wu and Li, 2015). Leaders of this company feels accountable for the job they are
doing and maintain a transparency between employees and with people who are associated with
them.

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• The main reason behind success is the model used by the leader of the company i.e., “Kotter’s
Change Management Model”. With the help of this model leader tries to keep an eye on the
employees’ response to change. For instance, the Premier Inn gets a deal to organise a grant party and
to enhance company’s image this is an important event. Therefore, in order to make things fall into
right place leaders creates a situation of urgency among employees because this the best thing to do
for motivating its employees for example, leader can focus on short term goal rather than long term
goals. Appropriate leadership will help providing a correct vision, and this is done with the help of
effective communication process. Thus, building a great team will be easier.

St. Giles London
• Change management systems: St. Giles London, process needs to be geared up as their change
management systems are outdated. However, it helps in making analytical decisions but
implementing the same is difficult. Reason behind this is the long communication process.
• To be more precise the company has different layers of communication which makes the transition
from point A to point B lengthy.
• Change management can only work if people of the organisation are agreed in doing so. St. Giles
London, doesn’t have adequate support staff who can positively acquire change thus, creates
problem of the change management system in implementing changes

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• Leadership in implementing change: In relation with St. Giles London, the company uses
“Lewin’s change management model” that incorporates three stages unfreeze, change and refreeze.
However, this model is popular and accepted by most of the companies but the outcome is very
late.

Conclusion
• Managing internal and external factors are also important as it help in minimising negative impact
over the management. In order to improve overall performance of company, manager and leader
required future management and leadership skills. By this, they can easily encourage their workers
and at the same time also make them more productive.

References
• FHKPS, B., 2018. Conceptual background and the development of service leadership knowledge
scale. International Journal of Child and Adolescent Health, 11(4), pp.395-404.
• Yeşiltaş, M. and Tuna, M., 2018. The effect of ethical leadership on service sabotage. The Service
Industries Journal, 38(15-16), pp.1133-1159.
• Giblin, M.J., 2016. Leadership and management in police organizations. SAGE Publications.

•Thank You…