Leadership and Management Analysis: Corinthia Hotel, London Report

This report examines leadership and management principles within the service industry, using Corinthia Hotel in London as a case study. It explores essential leadership skills, including both hard skills (language proficiency, qualifications, machine operation) and soft skills (communication, problem-solving, time management, and flexibility). The report also addresses the skills required for future management success, such as diverse team management, emotional intelligence, and transparency. Furthermore, it compares change management systems at Corinthia Hotel with those at Claridges Hotels, discussing the application of Lewin's change management model and Kotter’s theory. The analysis concludes by emphasizing the significance of effective leadership and management in achieving organizational goals, boosting employee motivation, and ensuring smooth change management within the service sector.


Leadership and
Management for Service
Industries

 Leadership is the process of guiding the organization
employees towards particular direction for achievement of
firm’s goals and objectives. This is a relationship between
leaders and subordinate where they both work in
combination with full coordination for achievement of
firm’s goals as well as individual goals. In this report
Corinthia hotel London is chosen, this hotel is serving in
London from last 100 years, even before time of world
war one. This hotel is known for its long presence and
contribution to nation, its services are also amazing which
give customer joy of trip.
Introduction


Hard skills
Proficiency in
language
A degree or
certificate
Machine
operation
Soft skills
Communicati
on
Time
management
Problem
solving ability
Flexibility
Management and
leadership ‘hard’ and ‘soft’
skills


 Hard skills of manager or leader
Hard skills of manager are those which are related to
professional knowledge of manager and leader for running
the enterprise smoothly.
 Proficiency in language: A leader must have mastery in
the language which firm is using in its working or in
clients nations. This will help user in communicating more
effectively and understanding needs of employee as well
customers.
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
 A degree or certificate: leader/ manager must have proof
of its education it means it has to be graduated from
recognized institute.
 Machine operation: a skilled manager / leader must
know how operate different software which company is
using in its system and machines which are also important
part of firm operations.
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
 Soft skills on manager or leader
Soft skills are those which are natural and come with
experience or by birth in nature of human being.
 Communication: this is most important skill of every
leader in current times this is because there are number of
employees who are working in organization from different
culture with different ability to understand and it is
responsibility of manager to communicate with them
effectively for improvement in firm .
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
 Problem solving ability: There are number of problems
which arise while functioning of firm. Manager should
have this skill to identify, understand and react on that
problem for its reduction.
 Time management: Time management is also a soft skill
of a manager to classify time according to task and
motivate employees for this.
 Flexibility: Flexibility is also important in performing
task for firm and mange should possess this as its skill for
bringing productivity and smoothness in work of firm
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
Diverse team
management
Emotional
intelligence
Transparency
Skills of management and
leadership which are
required in future


There are number of skills which a manager have to
develop in future for improving performance and bring
productivity in firm in near future this is the best skill which a firm
required in its employees.
 Diverse team management: In near future this will also
become part of skills which are required by manager. This is
because making team which includes the people which are
related to difficult function and combining there efforts to
particular direction for achievement of goals is a difficult task
and not everyone can perform so this is responsibility of every
individual for develop this skill.
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
 Emotional intelligence: Within sometime this will become
major concern for management. In this employees will
know there strengths and weakness which they can use for
negotiation and interruption. This will become problem to
Corinthia hotel and it have to deal with it. Here manger has
to develop skill to read it and cause it in best possible way
 Transparency: Here because some corrupt measures the
world is going towards transparency in work. This is now
becoming a skill of leader that they have to work towards
transparency in work and motivate employees to do so.
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
 Change management system is that framework which is
used by manager for implementing change in firm and use
different methods of change for successfully change of
firm culture, structure and functioning. These is done on
several basis and depend upon manager ability that how it
can coordinate in this change management process.
Change management systems
and leadership in
implementing change


Corinthia hotel Claridges Hotels
In this hotel leaders are more
innovative and use the method of
Lewin's change
management model. This
method have three stages to
implement change in there
origination which are freezing,
implementing and unfreezing.
This is also a hotel which is situated in
London and act as a competitor to firm.
Here, for change management Kotter’s
theory is used. This includes established
of a sense of urgency, create a guiding
coalition, develop a vision and strategy,
communicate the change vision,
empower broad-based action, generate
short-term wins, consolidate gains to
produce more change.
Change management systems
and leadership in
implementing change