HNC/D Hospitality: Leadership & Management in the Tech Era

This report examines the impact of technology on leadership and management styles within the service industry, particularly focusing on Wa Pila Hotel in the UK. It delves into classical management theories, the role of leaders, and various leadership styles applicable to the service sector. The report analyzes internal and external factors influencing management approaches, current hard and soft skills required for effective leadership, and future skills necessitated by technological advancements. It highlights the importance of technology-oriented management, innovative thinking, and market trend awareness. Furthermore, the report compares transformational and unplanned changes, assessing their effects on management styles and skills, emphasizing the positive and negative impacts of these changes on service industry performance. The conclusion underscores the essential functions of leadership and management in monitoring business performance, inspiring employees, and adapting to technological advancements while maintaining customer trust. Desklib offers more solved assignments and past papers for students.

Leadership and
Management for Service

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
(Covered in PPT)....................................................................................................................1
Task 2...............................................................................................................................................1
(Covered in brochure).............................................................................................................1
Task 3...............................................................................................................................................1
P5 Current management and leadership hard and soft skills .................................................1
P6 Importance of Technology oriented management and leadership skills future management
and leadership skills required ................................................................................................3
Task4 ...............................................................................................................................................4
P7 Changes affect management style.....................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................1

INTRODUCTION
Leadership and management is the integral part of a business industry that help to set a
new direction or vision for people. Leadership guides and motivate to workers in order to
achieve particular goals of a business organisation. On the other side, Management controls and
direct the employees that leads to maximum production and profitability (Yahaya and Ebrahim,
2016). The present report will introduced from new services industry that is Wa Pila Hotel. This
is a hotel industry that provides services across UK. The current report will focus on different
topics like classical management theory, role of leader and different leadership style,
management and leadership style in service industry, internal and external factors that influences
management style, current management and leadership hard and soft skills and future
management and leadership skills which is required by service sector.
Task 1
(Covered in PPT)
Task 2
(Covered in brochure)
Task 3
P5 Current management and leadership hard and soft skills
Every organisation are using different management and leadership skills that help to
achieve organisation goals. The different characteristics and of a manager are defined as:
Characteristics and skills of managers
Decision making: The characteristics of Wa Pila's manager is they make effective
business decision by using skills and knowledge that help to attract people and make feel them
comfortable.
Strategic mind set: The manager should have this characteristics that means manager
make strategic planning that help to set the goals or objectives within organisation. Such as Wa
Pila's manager set the mind regarding goals or targets and they build solid strategy that help to
run a business continuously.
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Ability to deal with changes: Different types of changes can occur within organization
such as technological changes, change in market trend etc. therefore, it is important for managers
to respond positively towards changes and run business effectively.
Leadership skills: The manager of Wa Pila have leadership skills that help to influence
employees and customers. It help to support employees in order to accept new technology and
provide them training if required.
Entrepreneur skills: Every manager should have entrepreneur skills that help to bring
new ideas and technology for grab the opportunities and beat the competition. Such as the
manager of Wa Pila has innovative skills that help to accept the challenges and perform in a
better manner.
Hard and soft skills
Hard skills: It is related with technical knowledge and training which is needed within
entity. It involves accounting, administrative, banking and book keeping that impact on Wa Pila
such as it mangers can get better result by using this skills. It help to provide accurate result and
can be improve to increase the number of customer. It play an important role such as managers
can use new technology by using hard skills that increases number of customers.
Soft skills: It includes team work, communication skills, problem solving skills that
impact Wa Pila such as if managers communicate properly and share problems then employees
can provide solution and can work effectively.
Hard versus soft skills
Hard skills Soft skills
 Foreign language: This is hard skills
which is required in hospitality industry
because different language help to
understand what customer want to say and
how their needs can be fill. This skills also
required in Wa Pila hotel because foreign
language will help to understand the needs
of customers and they will treat them well.
 Data management: This skills is used to
manage data properly through hard skills.
 Communication: This skill is
required to understand problems
within industry through
communication among employer
and employees. Such as Wa Pila's
manager shares information with its
employees and get the solution of
problems.
 Giving and receiving feedback:
The manager of Wa Pila receives
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The manager of Wa Pila has data
management skills that help to maintain
data properly.
feedback from employees that help
to improve the business decision.
Impact of Hard and soft skills on leadership: Hard skills are helpful for managers as it
impacts positively by managing all operational activities effectively. Moreover, manager of Wa
Pila can interact with employees as well as visitors appropriately.
Importance of soft skills
Soft skills are most important for business organisation such as it help to understand the
problems and find the solution of problems. It is interpersonal skills that is used to define
approach to life, work and relation with other person. It is important because in competitive
world, the work is not limited that is stated by managers. It requires to solve the problems
smartly need to give business idea for better business and save times by using soft skills. Such
as Wa Pila is services industry who provides hotel services, it focuses on customer demand and
wants and make efforts to introduce that kind of services. In this industry, manager
communicates with staff, listen and understand their problems and give a better solution of
problems. Hence, soft skills are important organisation.
P6 Importance of Technology oriented management and leadership skills future management and
leadership skills required
In present time, every business person want to expand the business by using new
technology that help to make effective business decision. It is important like it effect on business
operations that help to bring new innovation and expand the business in new market place.
Additionally, technology is also used to reduce the work load of employees and develop new
machines which increases more productivity and profitability. New technology is helpful for Wa
Pila such as it has introduced a new technology that is to booking in advance through an
application and pay while staying in hotel.
Moreover, by using new technology it can collect data at one place that help to reduce
the manually work. It can be achieved using knowledge by using leadership approaches such as
it help to guide and support employees to accept the challenges or changes in order to improve
the hospitality services that help to influence customers.
Crucial skills for service, digital marketing and customer experience
3

Innovative thinking: It is important for Wa Pila's manager to innovate new thinking in
order to add new services like Airbnb, booking a table tec. By innovating services customer will
get attracts more and achieve goals.
Awareness about market trend: The manager of Wa Pila need to analyse customer's
experience by getting information about market trend. It helps to fill the demand of clients as
they wants.
Evaluation of skills using by Airbnb and book a table
Skills are the important in Wa Pila industry that help to attract employees for introducing
new technology and services. Every organisation analyse the own skills and skill of employees
that help to know capabilities and shows whether employees can perform this particular role or
not. Such as Airbnb and Book a table is online marketplace in hospitality industry that evaluate
skills and get information about new services which is need to provide in order to influence
clients. Airbnb is famous for air bed and breakfast that make feel standard to consumers with the
help to of employees. Moreover, help to accept the new technology in order to increase the
digital marketing and customer experience by creating trust and providing better services. Wa
Pila should also evaluate skill of people and increase the services according to customers.
Task4
P7 Changes affect management style
Changes affect management style such as it help to accept the new technology and
innovate new services in order to influence customers. Additionally it help to increase the
customer base by accepting the changes which full fill the needs of customers as they want
(Boyd and et.al., 2017).Changes affect the Wa Pila's management style such as if organisation
will think about new innovation and will focus on this then there management will not be stable
because of new innovation. On the other hand, if entity will introduced from new technology
such as attendance and punching machine that help to save time and also protect from errors. So
it influence the management style like Wa Pila's is using Democratic management style that help
to make decision independently by subordinates and they perform better in organisation.
Comparison of change management system
Transformational change Unplanned change
Such changes are used to change the existing Such changes are unplanned and unexpected
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decisions which are forecast by top level. which may impacts positively or negatively on
whole business decisions.
Plans and strategies can be modified and make
better.
Such changes can not be modified because
they arises suddenly.
Change management and leadership skills in services industry
Changes in management and leadership help Wa Pila such as managers can use new
technology for keeping records of employees performance and can get information what changes
need to bring in competitive market that help to influence customers as well employees. As
changes affect the management and leadership skills because it help to motivates people and get
work done from employees by using skills (Harrison, 2018). It impact business positively or
negatively that is defined below:
Positively: Changes in management and leadership skills in service industry help to
accept the challenges that leads to more productivity and profitability. The manager of Wa Pila
will be able to more focus on hotel industry and employees will provide better services to
customers (Anning-Dorson, 2016).
Negatively: It impacts negatively such as if there is any changes arrived in management
and leadership skills that manager needs more control and to accept the changes and should
focus on employee's needs and wants. This process takes more time because it may be difficult
for organisation to accept the changes and implement in services industry. Thus, Wa Pila will
need to more care or control on employee's performance and employees can not accept new
technology easily that can reduces number of customers (SBS, 2017).
CONCLUSION
From the above report it can be concluded that leadership and management are essential
function of business industry that help to monitor and control the function. On the other side,
leader inspire the employees to perform particular job role for achieving goals and objectives.
The report also has discussed about impact of technology that help to maintain the customer
base and increase the trust. Democratic leadership help organisation to make decision
collectively and improve the business performance by using new technology. Changes affects
management and leadership skills that impacts positively or negatives such as it help to accept
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new technology in order to introduce new service. On the other side, it need to more control
because employees can not accept changes easily.
6

REFERENCES
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