Leadership and Management Report: Intercontinental Hotel Analysis

This report provides a comprehensive analysis of leadership and management principles within the service industry, using Intercontinental Hotel as a case study. It begins by exploring classical management theories such as scientific management, bureaucratic management, and behavioral management, illustrating their application in the hotel environment. The report then delves into the roles of leaders and various leadership styles, including democratic, laissez-faire, autocratic, and participative styles, highlighting their impact on team dynamics and organizational effectiveness. Furthermore, it examines different management styles like directive/coercive and persuasive styles. The report also investigates the influence of internal factors like financial resources, plans & policies, and human resources, as well as external factors such as legal, technological, and social factors, on management styles and organizational structure. Finally, the report addresses the importance of current and future management skills, encompassing both hard and soft skills, crucial for navigating the evolving landscape of the service industry.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1 Different classical management theories & apply these in a service Industry....................................3
P2 Role of the leader & various leadership styles....................................................................................5
P3 Management & leadership styles........................................................................................................6
TASK 2.......................................................................................................................................................7
P4 internal & external factors that influence management styles & structures.......................................7
TASK 3.......................................................................................................................................................9
P5 Current management & leadership ‘hard’ and ‘soft’ skills.................................................................9
P6 Future management & leadership skills required..............................................................................10
TASK 4.....................................................................................................................................................11
Covered in PPT.....................................................................................................................................11
CONCLUSION.........................................................................................................................................11
REFERENCES..........................................................................................................................................12

INTRODUCTION
For long-term sustainability at the whole market place become the main concern of each and
every industries so there is a need to pay more attention on leadership and management of the
firm which can help full to maintain all the operations of the organization. Hospitality industry is
correlated with service industry & work together to fulfill all the requirements of their clients and
customers and lead more profitability rate. Managers & leaders mainly dedicated to manage
effective leadership and management style in their organization so that they will effectively
manage activities & enhance the goodwill of the firm. This project is based on Intercontinental
Hotel & will discuss about their management b& leadership services. The prime motive of this
project is to apply various classical theories & role of leaders as per their numerous leadership
styles. Different management & leadership styles also consider the supreme concern of this
project & determine the influence of internal & external factors on the management style of the
firm. Lastly, hard & soft skills & management & leadership style required for future purpose also
discuss in this project.
TASK 1
P1 Different classical management theories & apply these in a service Industry
Classical management theories effectively adopted by varied enterprises in starting of the
20th century. Basically, Classical management theories are useful to take care of the companies
situation that may also aid to research the external & internal environmental factor in order that
firm can properly sustain at the entire market place (Dent, 2020). This theory is giving a selected
idea that makes strong the corporate position & useful to give more positive outcomes There are
numerous sort of classical management theories considered by Intercontinental Hotel that are
given below-
Theories Description
Scientific
Management
Theory
F.W. Taylor proposed this theory & concerned about scientific, statistical,
mathematical & operational practices in business & effectively enhances
the efficiency level. This theory mainly conducts additional analysis in
context of the Management & operation & also gives effective training

sessions to employees as for the normal method. This theory is additionally
maintaining discipline in order that all the workers can lookout about all
the principles , regulations & work properly that may aid within the smooth
functioning in their regular tasks. Scientific management theory also
concentrates on prioritizing the business interest over the private interest
that may assist to obtain more revenue. Intercontinental Hotel apply this
theory that can help full to take care of the standard of the hotel &
manager can effectively execute entire task such as Strategic hiring &
selection, , execution, maintenance & housekeeping. It’s useful to conduct
proper hiring process which is beneficial to hire high talented person. This
theory focused on improves work productivity & efficiency of the workers
(Grubaugh and Flynn, 2018).
Bureaucratic
Management
Theory
Max Weber developed this theory and the main focus of this theory is on
rationale decision making which lead accomplishment of goals &
objectives of the business on a given time period. This theory adopts
hierarchical structure that aid to manage the operations & provide more
satisfactory outcomes in business environment. Formal rules & regulations
are properly managed by this theory so that leaders & managers can
precede documentation (Hassi, 2019). This theory contains organization as
a system & maintains all the operations systematically. Intercontinental
Hotel considers this theory so that satisfaction level of the workers can
improve by following proper rules& regulars. This theory helpful to
making a fair & clear outline for the decision of labor which is essential to
breakdown the work into the specific defined tasks. The idea of the
decision of labor in contain as the main key factor of the bureaucratic
theory.
Behavioral
Management
Theory
Chester Barnhard developed this theory in 1940s and also called as “Social
Science Movement" which utilizes the concept that 8 most of the
approaches related to the employees should we in best interest of both
employees and also organization. The main concern of the story is that it

employees are considered as the psychological & social beings. There is no
specific separation between the “human being" & “workers" as they are the
same and provide their services to obtain success. The main motive of this
theory is to understand properly the idea that manages need to comprehend
human or employee requirement within company. This theory provides
more impact on the learning organization and also provides a specific
viewpoint which can aid the administrators to contain the learning
organization.
P2 Role of the leader & various leadership styles
Every organization required highly potential leaders so that they can effectively provide right
directions and road map to their team members. There are various types of roles which leader
can play a within an organization. Leaders can adopt a specific leadership style so that they can
effectively provide their best services in their working organization. Intercontinental Hotel hires
most talent leaders so that they can adopt specify leadership style and play a prominent role in
the growth of the hotel.
 Democratic Style - This leadership style adopted by most of the leaders so that they will
perform their role in an appropriate manner. Democratic leaders can share information
with their team related to anything which provide impact on the work responsibilities.
Democratic leaders ask team suggestions before take final decision. Intercontinental
Hotel appoints this type of leadership style leaders so that they can effectively show their
creativity & develop themselves (Hidayat and Wulandari, 2020).
 Laissez-faire style - This style is depending upon the working & experience of the
workforce which can useful to accomplish their regular task. Laissez faire style leaders
mainly dedicated to their team development so that they can effectively guide themselves
which can improve their capabilities.
 Autocratic Style - This style required appropriate planning, policies, procedures, rules &
regulations to that provide direct impact on the business practices. Those leaders who
adopt autocratic leadership style, they take decision on their on style without any
involvement & interference of their team members.

 Participative Style - The involvement of these type of leaders in more in their on team
and they are fully dedicated towards their role. The main motive of participative leaders
is to increase the productivity level of whole team & provide them proper training session
& counseling sessions so that they can effectively improve their effectiveness.
Intercontinental Hotel leader use this style so that they can create good engagement with
their team (Lu, Laux and Antony, 2017).
As per this leadership style discussion it is analysed that democratic & participative
leadership style mainly adopted by the Intercontinental Hotel so that they can effectively connect
with their team members & provide them right direction.
P3 Management & leadership styles
Management & leadership style are essential to follow for each & every organization
which can helpful to maintain the ongoing working of the organization. Intercontinental Hotel
follows specific management and leadership style so that they can effectively drive operational
and managerial activities within hotel. Explanation about management style which followed by
the Intercontinental Hotel are as follows -
Management Style
 Directive or Coercive Style - This management style demonstrate the Pulley control on
the decision-making process of the firm. This management style mainly characterized by
specific strong & centralized control with a normal source of authority. It is considered as
an autocratic management style in which all the communication and information follow
from top level to lower level and employees and workers need to follow the orders of the
higher authorities (Mangulabnan and Vargas, 2021).
 Persuasive style - As project management style the prime concern is to formulate specific
policies & procedures that are helpful to create appropriate trust level among employees.
All the employees easily accept all the orders of their respective managers & leaders this
is contained as the main benefit of this management style. The main drawback of this
management style is that employee support and their development. Intercontinental Hotel
adapt this management style, it can help full to commemorate Workforce and accountant

provide training for adopting the policy implementation to gain long term sustainability
rate at the whole marketplace.
Leadership Style
 Democratic style - This style is aid in growth of the teams & considers their value within
an organization. Those leaders who adopt this style, they respect their team members
prospective & also provide them proper guidance. Intercontinental Hotel opt this
leadership style because it can help full to maintain good relationship with the team and
frequently ask their valuable suggestions and advise so that they can consider in the
decision making.
 Participative style - As per this leadership style, the prime concern of the leaders is to
obtain satisfaction of their team so that they can effectively boost their effectiveness.
Intercontinental Hotel considers those leaders who maintain this leadership style so that
they can properly participate in their teams activities and also provide them their Full
support and coordination (McCaffery, 2018).
TASK 2
P4 internal & external factors that influence management styles & structures
In order to accomplish high market share & growth rate, it is mandatory to investigate
internal & external factors so that it will make easy for the organization to identify its impact on
management style and structure. Intercontinental Hotel analyze various internal and external
factors which are given below -
Internal Factors External Factors
Financial & Marketing Resources -
This resource considered as the internal factor
of the enterprises which can give direct impact
on the management style and also is structure
of the firm. Intercontinental Hotel properly
Legal Factors -
This factor includes specific legislation and
lawful activities which are formed by the
government and necessary to follow every
organization. Intercontinental Hotel follow all

maintain financial and marketing resources so
that it can help full to balance the management
& structure of the hotel. Preparing budget,
monitor a specific budgetary control on all the
expenses, accumulate money from the various
sources, marketing campaign, promotions and
advertisement, effective marketing teams etc
are contained in this factor (Messenger and
Bloisi, 2020).
the legal considerations, act, legal policies &
procedures which can help full to maintain be
management style and also structure of the
hotel so that all the safety and security
consideration is also effectively manage.
Plans & Policies -
This is most common internal factor which is
formulated by all the working organization so
that appropriate plans and policies are create
and also implement in a right manner.
Intercontinental Hotel prepare a strategic
planning and policies which are leading the
growth of their team members & also hotel.
Technological Factors -
This external factor consider the adaptations of
high level technologies, software’s, internet
connectivity so that Intercontinental Hotel can
effectively utilize social media channels to
promote their hotels services which can help
you to improve the brand value of hotel &
improve the structure and enhance the
management style of the hotel.

Human resource -
High talented workforce is the main concern of
each and every organization so that we can
effectively maintain precede their task &
completes their responsibility towards their job
role. Intercontinental Hotel conduct a strategic
hiring and selection process which can provide
skilled and talented employees so that they can
work effectively and dedicated to what their
job & manage structure & management style of
the hotel.
Social Factors -
This factor focuses on the cross cultural
activities, taste and preference of the target
audience, income, educational background,
age, and region. Intercontinental Hotel mainly
pay attention on this factor and conduct
specific market research which can useful to
determine the specific requirements of the
customers so that Hotel can modify some
changes as per their need for improve their
structure (Rawstrone, 2020).
TASK 3
P5 Current management & leadership ‘hard’ and ‘soft’ skills
There are various hard & soft skills are taking wider place in management & leadership as
per the current time. Intercontinental Hotel adopt few specific hard & soft skills so that their
operations can effectively done by their managers & leaders which improve the effectiveness of
service sector are given below -
Hard Skills
Hard skills required both aspect technological & non technological to maintain employees
performance. To develop hard skills, proper training, counseling sessions & guidance is required.
 Computer Programming Skill - It is prominent to understand how to operate computer
and running all the operations effectively. Intercontinental Hotel mainly concerned about
this hard skill so that all the team members can regulate all the activities with the help of
computer system like online payment, booking system, transfer money, deal with the
customer, and online marketing activities via various social media platforms Facebook,
Twitter & Instagram.

 Proficiency in foreign language - This skill is really required by most of the organization
& considered as the most demanding skill which can help to create most value in the
service sector. Intercontinental Hotel also hires those employees who have ability to deal
with the foreign guests and customers in their native language which can help to improve
good relationship with customers & improve market value of hotel (Shum, Gatling and
Shoemaker, 2018).
Soft Skills
These skills are helpful to improve the personality of the employees so that Intercontinental
Hotel team members can their soft skills and improve the profitability.
 Communication skills - This skill is necessary and beneficial to establish of healthy
relationship with the clients and also provide positive impact on their mind.
Intercontinental HOTEL mainly concerned about this skill in their team members so that
employees can effectively address the need of customers & provide their satisfaction with
their services.
 Time Management Skills - This soft Skill is necessary to complete the task on time.
Intercontinental Hotel trained their employees & provides them proper guidance so that
they effectively enhance their time management skill & finish all the work on time.
P6 Future management & leadership skills required
There is a requirement to maintain management & leadership skills for the future purpose so
that Intercontinental Hotel can effectively fulfill the requirement of the future. Some appropriate
management and leadership skills demanded by the hotel which are given below-
 Innovations - To maintain performance for future purpose, it is necessary to enhance
innovativeness of their employees and also constant provide them effective training so
that they can effectively improve their innovative skills which are beneficial for the
future. Intercontinental Hotel more concerned about this skills to maintain the
management & leadership aspects (Yang, Chen and Yang, 2020).
 Ethical practices - This skill is mandatory to have each and Every employee who is
working in the service industry. Intercontinental Hotel arranges some sessions and also

provides some awareness about the ethical considerations which can helpful to regulate
the ethical practices for their employees within an organization. Ethical practices can
helpful to improve the brand value of the hotel for future purpose (Hammad and
Hallinger, 2017).
TASK 4
Covered in PPT
CONCLUSION
According to this project, it can be concluded that every organization & service industry
need the proper effectiveness of leadership and Management style. This project identifies
different types of leadership style and also identified which style is best one for the chosen
organization. This project determines various internal and external factors which influence the
management style and structure of the organization. This project discussed about management &
leadership style for future purpose.

REFERENCES
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