Leadership and Management: A Study of the Service Industry

This report examines leadership and change management within the service industry, specifically focusing on the luxury hotel sector, using The Goring Hotel as a case study. The report compares and contrasts different change management systems, with a focus on Kotter's and Lewin's change management models. It details the key phases of Kotter's model, including creating urgency, forming a coalition, creating a vision, communicating the vision, removing hurdles, generating short-term wins, building on change, and anchoring changes in the company culture. It also outlines the three stages of Lewin's model: unfreeze, change, and refreeze. The report concludes that both models are valuable for achieving business goals and improving leadership and management roles within the service industry. The report references various academic sources to support its analysis.

Leadership And Management
For Service Industries

INTRODUCTION
 Leadership and management both are
terms that are the often considered
synonymous.
 It is important to understand that the
leadership is an necessary part of
effectual management.
 Leadership is refers as the potential to
the influence or drive team efforts
towards accomplishment of goals.
 This presentation is based on The Goring
Hotel, this is London based luxury hotel
industries.

Compare &contrast different service industry change
management systems &leadership in implementing change
Kotter's change management
model
There are the eight phases been included
in this concept which are make an
urgency, forming effective coalition,
vision creating, interacting the vision,
Avoid hurdles, executing short term wins,
make on change or anchor changes in the
company culture. With the respect to
digital the technology it is been described
in next slide:-

Continue..
 Urgency
 Forming strong coalition
 Creating a vision
 Communicate the vision
 Remove hurdles
 Short term targets in business
 Build on change
 Institute changes

Lewin change management theory
 Unfreeze:- This is first step which refers that
the something is happen to change or it
becomes essential for hotel to the fully disclose
state of the affairs or with the respect to this
staff are get considered or on basis of this hotel
become more and more willing to the accept
new change of the direction.
 Change:- It is considered as move step because
it makes an effect within the overall business.
So, by the implementing change all staffs will
become understand the whole importance.
 Refreeze:- This is last phase or in order with
this modifications which are been executed in
second step all staffs are inclined to the revert
their existing habits.

CONCLUSION
 It is concluded the presentation, Kotter's change management model and Lewin change
management theory both models are explained as per the requirement in implementing
changes in service industries.
 Both the theories are helps to hotel business in achieving their target goals and objectives in
marketplace.
 Through these the role leaders and manager gets improve in right manner and they can
perform their roles in each department in well manner.

References
 AlManei, M., Salonitis, K. and Tsinopoulos, C., 2018. A conceptual lean
implementation framework based on change management theory. Procedia
cirp, 72, pp.1160-1165.
 Galli, B.J., 2019. Comparison of Change Management Models:
Similarities, Differences, and Which Is Most Effective?. In R&D
Management in the Knowledge Era (pp. 605-624). Springer, Cham.
 Hayes, J., 2018. The theory and practice of change management. Palgrave.

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