An Analysis of Leadership and Management at the Dorchester Hotel

This report provides an in-depth analysis of leadership and management practices at the Dorchester Hotel, a five-star luxury establishment in London. It begins by examining classical management theories, including scientific, bureaucratic, and administrative approaches, and how these are appli...Read More

Leadership and
Management for
Service Industries

INTRODUCTION
Every industry mainly concerned about their leaders and managers so that they can
effectively manage the leadership and Management aspects of the business. Effective leadership
and management style is helpful to improve the productivity of the staff members and also
provide long-term growth of the organization. Hospitality and service industry need appropriate
involvement of leaders and managers so that they can lead their team effectively to gain more
profitability (Alavosius and et. al., 2017). The main purpose of this project is to identify the
leadership and Management services of the “Dorchester Hotel" which is five starts & luxurious
hotel in London. The hotel founded in the year 1931 and providing high quality services. This
report will analyze classical management theories considered by the hotel and also identify the
role of leader in term of specific leadership style. This report also determines the impact of
various management and leadership style adopted by the hotel. Moreover, this report identifies
the impact of internal and external factors which influence the management style & structure of
the hotel.
TASK 1
P1 Different classical management theories & apply these in a service Industry
In 19th century, classical management theories developed and also effectively followed by
the various companies in starting of the 20th century. Classical management theories are helpful
to maintain the organizational situation which can also useful to analyze the external and internal
environmental factor so that company can effectively sustain at the whole market place. This
theory is providing a specific idea which makes strong the company position and helpful to gain
more success (Dent, 2020). There are various type of classical management theories considered
by the Dorchester Hotel which are discussed below-
 Scientific management theory - This theory is developed by the F.W. Taylor. This story
is mainly concerned about the scientific, statistical, mathematical and operational
practices in term of business so that they can effectively improve their efficiency level.
These theories conduct additional analysis in term of Management and operation and also
provide effective training sessions to their employees as for the traditional method. This

story is also maintaining the discipline so that all the employees can take care about all
the rules, regulations and work properly which can help in the smooth functioning in their
regular tasks. Scientific management theory also concerned about the prioritizing the
business interest over the personal interest which can help you to gain more profit and
revenue. Dorchester Hotel consider this theory which can help full to maintain this
standard of the hotel and manager can effectively execute the entire task like
recruitments, selection, execution, maintenance and housekeeping. It is helpful to conduct
strategic hiring process so that total can appoint high talented employees. This theory is
focused on work productivity & efficiency of the employees (Greenbaum and et.
al.,2020).
 Bureaucratic management theory - This theory developed by the Max Weber &
focused about the rational decision making & consider the importance of bureaucracy so
that it business can effectively achieve the organizational goal on a specific time. This
theory is helpful in the establishment of hierarchical structure which can maintain the
competencies in the organization so that it all the employees can en-in proves their
satisfaction level in term of business environment. This theory helpful to maintain the
formal rules and regulation so that managers and leader can prepare a specific
documentation (Hidayat and Wulandari, 2020). This theory considers organization as a
system & management is like a study of the system. In term of Dorchester Hotel, this
theory is useful to improve the satisfaction level of the employees so that they can
effectively follow all rules and regulation adopts best practices to achieve the business
goat.
 Administrative management theory - This theory is invented by Henry Fayol who is
known as the father of the modern management. As per this theory it can be considered
that company management getting all things done with the help of employees. This
theory gives the importance to the group not the individual's. Dorchester Hotel mainly
concerned this theory to emphasize the flow of specific information’s and maintain the
each and every business operations and take care about how the manager and leaders
operate the business operations and adopt management functions for the effective
working (Lu, Laux and Antony, 2017).

P2 Role of the leader & different leadership styles in a service sector industry context
The role of leader in contacts of specific industry, organization and cooperation is more
because leaders are the one who can influence the staff members and the subordinates and
motivate them to provide their best contribution in the development of the business. Leaders can
adopt various leadership styles to effectively co-ordinate and corporation among all the staff
members. The role of leaders is more in contacts of hospitality industry because it is all about
service sector and leader can effectively achieve each and every regular task with the help of
team members (Luciano, Nahrgang and Shropshire, 2020). The Dorchester hotel mainly
concerned about their leaders and also focuses on that which leadership styles are adopted by
their leader. There are various leadership style consider divided Dorchester Hotel which are
discussed below-
 Autocratic Leadership Style - This leadership style consider specific plan, policies, rules and
regulations which can affect business process directly. In this leadership style, leaders are taking
decision appropriate and there is no involvement of employees in the decision making.
 Laissez-faire leadership style - This leadership style is based on the experience and
working ability of the employees so that they can effectively complete their day-to-day
tasks. This type of leader’s main concern is development of the employees so that they
can guide them effectively so that all the employees become more capable to perform
their task.
 Participative leadership style - This type of leadership style mainly adopted by most of
leaders so that they can effective participate in the each and every task of the employee.
The motive of this type of leader is to enhance the performance level with the help of
training, counseling and another development programs (Mangulabnan and Vargas,
2021).
 Transformational leadership - This leadership is helpful to consider the overall
development of the employees. Leaders can challenged employees and provide them
effective atmosphere so that they can effectively improve their performance.
On the basis of above discussion it can be found that all the leadership style are very effective but in term
of Dorchester Hotel , all the leaders of the hotel mainly adopt participated and laissez - faire leadership
style so that they can effectively enhance the productivity of the staff members to achieve regular
operations.

P3 Management & leadership styles in a specific service sector organization
Leadership and management style is playing an appropriate role in the growth of the service
sector organizations (McGowan and et. al., 2020). The Dorchester Hotel adopts various
management style which can help full in the organizational sustainability at the whole market
place. Description of management style which adopted by the hotel are discussed below-
 Persuasive management style - This management style mainly concerned about
formulation of policies and procedures which can help full to establish trust level of the
employees. The main benefit of this style is considered that employees accept each and
every orders of their leaders and managers so that they can effectively improve their
performance level. There is also a drawback of this style, this is style consider lack of
employee support and development. This management style considered by the Dorchester
Hotel, when there manager want to persuade their employees and preparing sustainability
as per the implementation of all the policies (Messenger and Bloisi 2020).
 Collaborative management style - This management style enhance the ideas and
thinking of the employees which can help in decision making. This management style
mainly contain those decisions which gain more majority votes of the. The main benefit
of this leadership style is that it can help full to improve the employee engagement so that
they can effectively use their innovative idea in term of their performances. The main
drawback of this management style is that it is very time consuming so that it can affect
the efficiency of the employees. The Dorchester hotel used this style to contain the
opinion of the employees which improve the effectiveness of the operations.
There are some specific leadership style which are adopted by the Dorchester Hotel which are given
below -
 Democratic leadership style - This leadership style is helpful to shape the growth of the
employees. Dorchester hotel leader effectively use this leadership style so that they can
provide proper guidance and also so consider every team members point of view and use
their suggestions in the decision making process. This style is helpful for the
enhancement of the team members so that they can perform their task effectively
(Pradhan, Jena and Pattnaik, 2017).

 Participative leadership style - This leadership style is useful to gain the satisfaction
level of the employees. Leaders of the Dorchester Hotel use this leadership style and
show their active participation in day to day activities of the team members so that they
can support them and regular co-ordinate with them.
TASK 2
P4 Investigate the internal & external factors that influence management styles & structures in a
selected service industry organization
Internal and external factors both provide direct impact on the management and structure
of the business. It is necessary for the Dorchester Hotel to take care about internal and external
factor and analyze their influence on their management style and structure. Description of
internal and external factors are given below -
Internal Factors
 Technologies - Usage of technologies and other software’s considered the integral part of
the organization. It is necessary for the business to take care about technologies and
modification of technical factors. Dorchester Hotel focuses on technologies so that they
can provide easy access of information and IT services to their employees and also
customers. Technology is considered as the internal factor of the hotel which provides
positive impact in the working of the hotel (Rawstrone, 2020).
 Human Resource - human resource and manpower is also considered as the internal part
of the organization. Dorchester Hotel many concerned about their managers, leaders,
employees and other staff members and also formulate various policies and strategies
which can help full to improve their performance. This hotel mainly adopts hierarchical
organizational structure which can useful to maintain each and every task systematically.
 Effective culture - Every organization need an effective culture in which all the
employees can value each and every employees belief system so that they can behave
properly with each other. Effective organizational culture helpful establishes effective

communication among employees and Management so that there is less probability of
miscommunication. Dorchester Hotel effectively adopts can organizational culture and
hierarchy organizational culture so maintain every activity of employees (Rehman and
External factors
 Cross cultural activities - This considered as the external factor of the firm which
influence the performance of the employees. Cross culture activities can provide be
adverse impact on the marketing of the firm so that it is considered the main concern of
the managers and leaders. Dorchester Hotel trained their employees so that they can
maintain good relationship with their customers and clients which can help full to gain
more customer satisfaction (Suresh and et. al., 2020).
 Legal consideration - It is necessary for the organization to take care about legislation
and laws so that they can maintain all the legal consideration effectively. Dorchester
Hotel follows all these laws and legislation which can help to protect the confidential
information of the hotel and Hotel can provide a safe secure environment to each and
every employees (Iqbal, 2020).
TASK 3
P5 Current management & leadership ‘hard’ and ‘soft’ skills providing evidence from specific
service sector examples
There are various skills are required why the manager and leader to maintain the
performance of the employees in the service sector. There are various types of skills such as hard
skills and soft skills in term of Management and leadership. Dorchester Hotel utilizes various
hard and soft skills so that total can effectively maintain management and leadership criteria.
Description about hard and soft skills are given below-
Hard Skills
Hard skills show the effective knowledge and understanding of the employees both in technical
and non technical terms. Employees can develop hard skills with the help of effective training
sessions, counseling and teaching.

 Computer skills - It is necessary for each and every team members to know how to
operate the computer system. In this time, technologies are taking wider place in
everyone's life and there are various activities which are performing with the help of
technologies like online shopping, payments and many more. So it is important for the
Dorchester Hotel employees to have this skill.
 Management skills - This is very essential for all individuals and group member in the
organization. Dorchester Hotel manager conduct specific training sessions for the
employees so that they can learn management skills and applied these skills to fulfill
requirement of the job.
Soft skills
Soft skills are playing a prominent role to improve the personality of the individual. This skill is
the main requirement of the organizations because it can help full to influence the customer and
client to that Hotel can make more profit.
 Communication skills - This skill is very demanding and plays a prominent role in the
development of the employees. With the help of communication skills, employees can
engage with their clients which can improve the customer satisfaction level. Dorchester
Hotel employees are considered excellent communication skills which can improve their
performance level (Yang, Chen and Yang, 2020).
 Decision-Making Skill - This skill is container as the most prominent soft skills with is
helpful in the better decision making. Those employees who have this skill so they can
effectively take their own decisions without any interference of higher authorities.
Dorchester Hotel staff member are very capable who can take effective decision.
P6 Future management & leadership skills required by the service sector & how these can be
achieved
There are various management and leadership skills are required to Dorchester Hotel for the
future purpose so that total can effectively maintained their performance. Some specific skills
which are acquired for future purpose are given below -

 Innovations - This skull is more appropriate because it can help to maintain the
innovativeness prospective in the hotel. Dorchester hotel manager and leaders can adopt
innovative product and services which can help full to improve their marketing so that
they can earn long-term success in term of future. Manager can conduct strategic hiring
process so that they can hire high talented employees which will give various advantages
in future.
 Stress management skills - This skill also contain as main requirement of all the
managers and leaders so that they can maintain effectively is stress level and anxiety of
their team members. Dorchester Hotel managers can conduct stress management program
which can help full to maintain the stress level of their employees so that they can
perform well and also so their active participation in the development of the hotel.
Managers also conduct some get together, provide flexible working hours, more
refreshment hours to their employees so that they can perform their duty without any
pressure which will helpful to provide positive outcomes in term of future.
TASK 4
P7 Compare & contrast different service industry organizations change management systems &
leadership in implementing change
Covered in PPT
CONCLUSION
As per this report it can be concluded that effective leadership and management is become the
main requirements of the organisations which can provide the positive results and also improve
the proficiency of the employees. hospitality industry and service sectors are mainly concerned
about their role and also use specific management and leadership skills which can helpful to
boost the productivity of the staff members.