Leadership and Management Styles at Flight Centre Travel Group Report

This report provides a detailed analysis of leadership and management within the Flight Centre Travel Group (FCTG). It begins by reviewing leadership and management styles, specifically bureaucratic leadership, and explores the internal and external factors influencing management styles, such as financial structures and globalization. The report then assesses the hard and soft skills of management and leadership, including planning, communication, and problem-solving. Furthermore, it discusses future management and leadership skills required by the service sector, emphasizing the importance of technological advancements and soft skills, and how these can be achieved through training and self-awareness. Finally, the report compares and contrasts change management systems within the service industry, highlighting the roles of human resource managers in implementing change and the importance of employee training and development. The report aims to provide insights into the leadership and management practices of FCTG and their impact on the business's success.

TRAVEL AND TOURISM

Table of Contents
Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
PART 1............................................................................................................................................1
Review the management and leadership style in a specific service sector organisation........1
Investigate the internal and external factor that influence management styles and structure in a
selected service industry organisation....................................................................................1
PART 2............................................................................................................................................3
Assess current management and leadership “hard” and “soft” skills.....................................3
Discuss future management and leadership skills required by the service sector and how these
can be achieved.......................................................................................................................4
Compare and contrast different service industry organisation change management systems and
leadership in implementing change........................................................................................5
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Leadership and the management are more important component within the business as
they have both try to improvise the working standard, behaviour, attitude, belief of the
employees. It is more essential for the business as they efforts will get ensure that the long term
objective get achieved with more satisfactoriness (Deming, 2018). Leadership is the processes
through which they have influence other staffs that help to gain more benefit in aggressive
market. In addition to this, management is the process through which they have supervised the
company and induce positive changes by which the continuous success and development get
induced. This report is based on the Flight Centre Travel Group (FCTG) that is the largest
retailer of the travel agency that was founded in the year 1982 and having the headquartered in
the Brisbane, Australia. This report includes the internal and external factor that influences the
management style and hard and soft skills of management and leadership.
MAIN BODY
PART 1
Review the management and leadership style in a specific service sector organisation
The leadership theory get follow by all the companies by which they have get
accomplished their target on continuous basis by which the efficiency will get developed. In
context to the Flight Centre Travel Group they have used the effective leadership theory by
which the working efficient will get developed by which the profitability and productivity will
improvise. In addition to this the FCTG also used the bureaucratic leadership style to induce
smooth flow of activities by which it is easier for all to get work in and thus the employee
always work with their best effort. For example, the bureaucratic leadership style having more
advanced usage within the company as with this the leader and the manager have implement the
technical and behavioural rules as per the required condition.
Investigate the internal and external factor that influence management styles and structure in a
selected service industry organisation
The management style is those that are used by the manager in order to perform their task
and different activities with more perfection. There are some of the internal and the external
factors of the manager of the Flight Centre Travel Group and it includes the complex financial,
1

organisational structures, internal relationships and the culture innovation. There is some of the
internal factor that has positive impact on the management style of FCTG and that are as defined
below as:
Multipart business anxiety and configuration – It is based on the demand of the employee
that is the major requirement of the business and helps to attain goals of the company. The
demand of the customer will get more enhanced due to aggressive competition in the market. In
this the manger have make different policy that get more developed as per the recent
requirements (Houck, 2019)
Compound financial and investment management – The management of the investment is
being more needed with this the flow of funds as the credit and the debit or the asset and liability
will get managed. The major investment of the leader of the FCTG will provide the better
facilities to the customer by which they have get more satisfied.
There are some of the external factors as well that affect the leadership and the management
of the FCTG that are as defined below as:
Managing varied talent – The management department of the FCTG have worked with
the skilled and talented workforce in this the manager conduct the recruitment and selection to
get attracts the best candidates that improvise the working culture of the company.
Stakeholders and customers - They are those that has huge impact on the operation and
function of the FCTG with that the manager have perform different task to attract the stakeholder
and the customers. In this the FCTG have more concern about their customer and provide
beneficiary services.
Globalisation and promote worldwide capability – It is the integrated process through
which the different products and services have provided at global level. Globalisation has been
performed by the FCTG to expand the business by earning more sufficient profit.
Digital and innovative commotion – FCTG has uses the digitalisation to prevent more
easiness within the business and for the customer as well by which always get induced different
innovation by which more smooth services will get provided to the customers (Kedziora, 2018).
Mobile and spontaneous line developments create a personalised service economy- The
different intuitive line will get developed as the FCTG have induce the technological
advancement that produces more profit with enlarge sales. FCTG have uses the website and
2

portals by which customer get easily search their package and other application with more open-
mindedness.
PART 2
Assess current management and leadership “hard” and “soft” skills
Management skills:
FCTG believes that the leader and manager both are more important within the business
and have played the vital role as well. The travel agency has measured more growth by which it
is in favoured of the company and helps to gain more profit. There are some of the management
skills as like planning, decision making process, problem solving, team dynamics, managing of
disciplines, motivating and strategic mindset that get followed by the manager of FCTG. It is the
skill that is more needed as with that the beneficiary outcomes will get framed out within the
timely manner (Kim, 2018). The managers have used different approaches as well like
relationship orientation, task orientation etc to get maintain the longer time sustainability.
Leadership skills:
The leadership skills of the FCTG are also being more important and for that have some
soft and hard skills that are as defined below as:
Soft skills: There are some of the different soft skills as like the trustworthiness, creative
thinking, delegation, ccommunication, motivation, problem solving that get used by the leader of
the FCTG. With the help of these skills the leader will get deal with the competition and have
gain the better advantage but there is some lack in the problem solving approach by which the
FCTG have faced some problems while getting the instant solution. For example, there are some
random issues that get raised on random basis and with this the manager of FCTG will get ensure
that their work will get performed with more smoothness thus get used soft skills to make better
and effectual understanding with the employee by which they have gain more profit at systematic
manner.
Hard skills: It is the skill that is more required as like the one who know more than two
languages, expressiveness has been considered as the leadership skills. It has the positive impact
on the performance of the FCTG will get improvised as by this they have target the large number
of customer and thus the ability of the business get more developed. It is the quality that helps to
leader to get develop the performance by using the transformational and situational leadership
3

styles (Luo, 2019). For example, there are some time when the manager of FCTG will provide
the strict instruction that must get followed while accomplishing the task in adequate manner and
with this the working surround will become more flexible and all the employee must known
what they have to perform and how to attain more advanced profits.
There is the different in between the hard skills of the management and the soft skills of
the leadership that per performed by the manager and the leaders of the FCTG that is as defined
below as:
Hard skills of Management Soft skills of leadership
Expressiveness and get know more than two
languages is more needed for the manager as
FCTG is the travel agency they have to deal
or make interaction with the people that
belong from different community (Nghi,
2018). Thus it is more helpful and with that
the FCTG could spread more clarity and
better efficiency in the market and get attract
the customer as well for the longer period of
time.
Motivation that will induced within the
employee with that the newer policy get
developed by which the employee get more
clarity and have connect themselves with the
working norms of the FCTG. Thus the
performance of the employee will get
improvised that induce better success.
Discuss future management and leadership skills required by the service sector and how these
can be achieved
In the service sector industry, the management as well as the leadership has been used to
make more adequate changes that are always be in the favoured for the FCTG. As the technology
will always get more developed that brings more advancement within the business. It has been
used to manage the customer and their understanding by which the engagement and usage of the
soft skills will get more developed and get used by the manager and the leader (Padma, 2018). It
is more measurable that the manager and the leader of the FCTG will have used both of these
skills as like communication, problem solving by the adequacies to gain more profit will get
achieved within the limited period of time.
4

As in future the advancement will get induces on continuous basis by which the FCTG
will get uses different technicalities by which more effective training and development get
provided to the employee by which they get attain the achievable outcomes with more
satisfaction. The soft skills will induce more importance by which the employee gets more
motivated and related with the business by which the better service provided to the customers
and employee both.
In addition to this, these skills is more beneficial that get diversify the capability of the
leader and the manager by which they have make more relatable policies for the employees. In
this the FCTG try to get enhance the working ability by using the self-awareness approach by
which more fairness will get developed. As with this, the self praising and the awareness is being
more important and insert more crucial aspects by which the efficiency will get developed
(Purwadita, 2018). In this the FCTG will get focus and concern about both the positive and the
negative aspect of the business by which more benefits get gained by the company and that is by
the common effort of the leader and the manager. It also induces the career development of the
employee of the FCTG by which the working aptitude will get developed that is more valuable in
the success of the company.
Compare and contrast different service industry organisation change management systems and
leadership in implementing change
The change in the management is more important and also be more required as well in
the service sector industries and get changed as per the requirement and the changing trends by
which the approach of the FCTG will also get changes to gain better and valuable results.
In the Flight Centre Travel Group (FCTG) both the leaders and the managers have played
individual roles by which the probability of gaining more profits will get induced. They both
have played their roles and responsibility and with that have ensure that the Flight Centre Travel
Group (FCTG) gets more profit (Sadeghi, 2018). The human resource manager of the (FCTG)
has played different roles that are as defined below as:
Roles of human resource manager while implementing the change:
 They have provide the training and development to the employees of the basis of the
requirement by which more job satisfaction will get induced by which the fear of losing
the job will get resolved.
5

 The human resource manager of the FCTG make the effective communication with the
higher level and the lower level management by which the change get implement with
more perfection.
Responsibilities of human resource manager while implementing the change:
 To get manage the employee according to the capability by which the right person get
placed the right job thus they have make positive and superior change.
 There are some of the different responsibility as well in which the human resource
manager have develop or make the policy by which the employee feel more flexibility
and simplicity by which the employee get more applicable (Shamim, 2019).
In addition to this the communication is also be more important while making the change
as the human resource manager have or the leader have follow the different steps under
which more expensive outcome get achieved.
Sender: It is the initial stage with that the manager of the FCTG will get provide the
adequate information that gets conveyed to the receiver.
Message: It is the data that get provided to the receiver from the sender and with that
have manage the effectual communication.
Encoding: It is the message that get make available by the sender thus the human
resource manager of the FCTG and it convey the different data that is more relatable and get
transfer to all others.
Media: It is the medium through which the information will get send by using different
platform as like internet, fax, mail, fax and many others too (Tuan, 2018).
Decoding: In this the message will get decode that has been send to the receiver by the
sender.
Receiver: In this the receiver gets the message or information that will send by the
sender.
Feedback: It is the final stages in which the receiver will provide the adequate
information from the sender and in this the receiver send the feedback to the sender to induce
more precision.
In the service sector industry, the change in the management is being more important by
get implement the effectual changes by making the advancement in the product and the services
by which the customers get more attract with the company. In this the FCTG have induce the
6

continuous change by which the customer always get something new and innovative. As the
customer gets more technical advancement usage with that have used and attract the larger
number of people and with that provide best travel packages. There are some of the different
steps that get followed by the FCTG to make more understanding and that is as defined below as:
Augment urgency – It is the aspect through which the leader get more motivated by
which they have furthermore, make certain changes that are more real and develop the quality of
the services.
Construct the guiding team – It is more essential with the leader in which all the
employee get accomplish the goals and target. In this the good leader will get make impressive
team that have work with more consistency.
Acquire the vision right – It is more vital that the vision of the team will be clearer and
that has generated more dependency by which the need of the customer and employee get
fulfilled.
Communicate for buy in – In this the leader must adopt the communication and the
leadership styles by which have manage the employee with more competence.
Empower actions – The leader get eliminate all the complexity from the FCTG with that
have used the effective style of leadership.
Create short term wins – In this the leader have develop the initial goals by which the
employee get motivate and work harder (Yeo, 2018).
Difference between TUI Group Travel Group (FCTG)
BASIS TUI Group Flight Centre Travel Group
(FCTG)
Change management
classification
TUI Group has uses the
change management structure
to develop better efficiency
and it having the big chain of
travel agency.
Flight Centre Travel Group
(FCTG) have used the change
management system by which
the working effectiveness will
get more developed that in
parallel enhance the
productivity as well.
Leadership style TUI Group autocratic styles of The leader and the manager of
7

leadership and with that have
tried to make successful
changes.
the Flight Centre Travel Group
(FCTG) as they have followed
the bureaucratic style of the
leadership.
On the basis of above particular theories, it is more specified that the management
department of the Flight Centre Travel Group (FCTG) applies different theories of leadership
with that have motivate the employee by which more productivity will get enhanced.
CONCLUSION
It has been concluded from the above report that the leadership and the management in
the service industry is more positive impact as induce better growth in timely manner. They have
combine manage and operate the different function within the company as like provide training
motivation and the self-interest within the employee’s. The management style will get indyces
more sustainability within the business as comes with new policy that is has beneficial impact on
the performance of the company. With this the larger number of people gets satisfied with the
business and their interest towards the company also get more enhances by which more
profitable outcome get achieved.
8

REFERENCES
Books and Journals
Deming, W.E., 2018. The new economics for industry, government, education. MIT press.
Houck, M.M., 2019. Strategic leadership through performance management: FORESIGHT as
PerformanceStat. Australian Journal of Forensic Sciences, 51(3), pp.348-358.
Kedziora, D. and et. al., 2018. Employee development and leadership perception in the polish
service delivery centres. Foundations of Management, 10(1), pp.225-236.
Kim, M. and et. al., 2018. Employee responses to empowering leadership: A meta-analysis.
Journal of Leadership & Organizational Studies, 25(3), pp.257-276.
Luo, A. and et. al., 2019. Transformational leadership and service recovery performance: the
mediating effect of emotional labor and the influence of culture. International Journal of
Hospitality Management, 77, pp.31-39.
Nghi, B., 2018. Innovative work behavior: the role of participative leadership, external work
contacts and self-leadership skills in information technology service industry in Vietnam.
Padma, P. and Wagenseil, U., 2018. Retail service excellence: Antecedents and consequences.
International Journal of Retail & Distribution Management.
Purwadita, C.P. and et. al., 2018. Innovation in leadership and team performance: evidence from
Indonesia property agent industry. MEC-J (Management and Economics Journal), 2(2),
pp.117-132.
Sadeghi, A. and Rad, F., 2018. The role of knowledge-oriented leadership in knowledge
management and innovation. Management Science Letters, 8(3), pp.151-160.
Shamim, S., Cang, S. and Yu, H., 2019. Impact of knowledge oriented leadership on knowledge
management behaviour through employee work attitudes. The International Journal of
Human Resource Management, 30(16), pp.2387-2417.
Tuan, L.T. and Thao, V.T., 2018. Charismatic leadership and public service recovery
performance. Marketing Intelligence & Planning.
Yeo, B. and Grant, D., 2018. Predicting service industry performance using decision tree
analysis. International Journal of Information Management, 38(1), pp.288-300.
9