Leadership and Management Report: Holiday Inn Case Study Analysis

This report provides a comprehensive analysis of leadership and management principles within the service industry, using Holiday Inn as a case study. It begins by assessing classical management theories and their application in the service context, followed by an exploration of leadership styles and their roles. The report then reviews management and leadership practices at Holiday Inn, investigating internal and external factors that influence management styles. It also evaluates current 'hard' and 'soft' skills, discusses future skill requirements, and compares change management systems and leadership implementation across different service organizations like Marriott International. The report offers insights into leadership, management, and organizational change within the service sector, making it a valuable resource for understanding these concepts.

Leadership and
Management for
Service Industries
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Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
P1 Assess different classical management theories and apply these in a service industry
context....................................................................................................................................4
P2 Explain the role of the leader and different leadership styles in a service sector
industry context.....................................................................................................................5
P3 Review the management and leadership styles in a specific service sector
organisation...........................................................................................................................6
TASK 2............................................................................................................................................6
P4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organisation.............................................................6
TASK 3............................................................................................................................................7
P5 Assess current management and leadership ‘hard and soft’ skills providing evidence from
a specific service sector examples..........................................................................................7
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved.............................................................................................................8
TASK 4............................................................................................................................................9
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change.................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
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INTRODUCTION
Leadership and management are both crucial aspect of organisation and it is very important
for organisation to effective conduct leadership and management activities (Antonakis and
Robert, 2013). Leadership is helpful in influencing employees where as management is
important for controlling and management. This report it based on Holiday Inn company. This
company is one of the largest British owned Hotel chain company which is offering its products
and services to different part of the world. This hotel was developed in 1952 and founder of this
organisation is Kemmons Wilson. This report will includes different management theories as
well as leadership styles. Various internal and external factors that influence management are
determined. This report consist of evolution of hard skills and soft skill and along with this future
management and leadership skills are also analysed. Apart from this change management system
and leadership implementation is compared with other organisation.
TASK 1
P1 Assess different classical management theories and apply these in a service industry
context
Management theories can be describe as the framework and guidelines that is developed for
managing and monitoring employees. There are different types of management theories and
these theories will help Holiday Inn company to effective perform business activates.
Various classical management theories are mention below.
Bureaucracy Theory
This theory is developed by Max Weber and motive of developing this theory is to
provide guideline to organisation. This is one of the effective classical management theory
and it is very helpful in managing performance of employees (Chemers, 2014 ). Bureaucracy
can be define as the structure of organisation which is developed with different rules and
regulations. Organisation can set proper procedure, rules, standardised processes, division of
labour and so on. This theory is helpful in effective and efficient performance of employees
in order to achieve goals.
Administrative Theory
Administrative theory is created by Henri Fayol and motive of developing this
theory enhance and improve the performance of employees. This theory is based on
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departmentalization concept. This concept can be describe as the structure of organisation in
which different activities are performed in order to achieve the common goals of
organisation. As per this theory it is important for organisation to classify employees into
different task or groups in order to accomplish common goals effectively.
P2 Explain the role of the leader and different leadership styles in a service sector industry
context.
Leader can be describe as the ability of an individual through which they can motive and
influence other employees (Ciulla, 2014). This is one of the crucial aspect of organisation that is
helpful in influencing employees to work effectively and efficiently. Leader of Holiday Inn
company is responsible for performing different activities which are explain below in detail.
Role of leader
Create vision - Leaders role is to create a wider vision as well as communicate it to
other employees. It is a role of Holiday Inn leaders to clearly define a vision and mission as
well as motivate employees to achieve desired goals in more effective and efficient manner.
By creating vision leaders provide a path to employees.
Coach potential - Leaders major role is to train employees as well as coach them to
achieve objective of organisation. Leader of respective company role is to identify capability
and potential of employees so that they can enhance their skills and ability to perform task
in more effective and efficient manner.
Different leadership styles
There are different types of leadership styles that is supportive in conducting
leadership activities in better and effective manner (Conger, 2015 ). It is crucial for
organisation to effectively manage different activities of organisation by using correct and
appropriate leadership style. Various leadership styles are mention below in detail.
Autocratic or Authoritarian leadership –
This types of leadership style refers to proper rules and regulation. In autocratic
leadership style, leaders is responsible for taking various decision for business activities.
Employees need to follow all direction and order of Autocratic leaders. This type of
leadership is considered as one of the strict leadership style as in this leader is liable to take
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all decision related to business process. This leadership is characterized by individual
control and power of authority is hold by leader.
Supportive or Participative leadership – In this types of leadership style, leaders take
equal part in business activities as well as support their team members. Participative leaders
invite the inputs and ideas of employees and in this employees have right to take decisions.
In participative leadership both employees and leaders participate equally as well as leader
support the decision taken by employees. This is very effective leadership style in order to
motivate employees as well as boast their moral.
P3 Review the management and leadership styles in a specific service sector organisation.
There are several types of leadership and management styles that have their own
advantages as well as disadvantages (Covin and Slevin, 2017). It is essential for Holiday Inn
company to analyse and evaluate different type of leadership and management style in order to
select he most appropriate style for performing business activities. It has been determined that
participative is the most crucial leadership and management style for Holiday Inn company.
Various benefits of adopting participative leadership style for conducting business activities of
respective company are explain below.
Advantages of Participative leadership style for Holiday Inn company
 Participative leadership will lead to accept the decision as well as ideas of
employees. This is effective in introducing innovative and creative ideas in order to
perform business activities.
 This type of leadership is important for motivating employees as well as increasing
their moral. Participative leadership is important for developing strong relationship
with employees.
TASK 2
P4 Investigate the internal and external factors that influence management styles and structures
in a selected service industry organisation.
Internal and external factors of business in very effective in influencing the management
style as well as the structure of organisation. Holiday Inn company is performing business
activities in service sector which includes different factors that affect the overall performance of
business.
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Internal factors: There are different internal factors of organisation that will affect the
implementation of business task as well as management style (Daft, 2014). These factors will
lead to have impact of accomplishment of desired goals and objectives. It is important for
Holiday Inn company to identify different internal factors in order to perform required task in
effective manner.
 Internal relationships – This is internal factor that influence the performance of business
as well as its activities. This refers to the relationship between employees of organisation
as this will affect they way employees conduct business activities.
 Culture of the business – Culture of organisation in which employees are perform
business task influence the management styles. It is important for Holiday Inn company
to have positive and friendly working environment with in organisation. so that
management style can be correctly performed.
External factors: There are several factors that are from outside the business and these factors
will have influence over employees performance as well as management style.
Digital and innovative creations – Implementation of new and advance technology in business
process will lead to have influence over the management style of organisation (Giltinane,
2013). This will affect the whole process and activities of Holiday Inn company.
Legal factor – This includes all those rules and legislation that is developed by government for
business. It is crucial for Holiday Inn company to follow these laws while conducting
business activities.
TASK 3
P5 Assess current management and leadership ‘hard and soft’ skills providing evidence from a
specific service sector examples.
Hard skills and soft skills are important for performing activities of Holiday Inn company. There
are different types of Hard skills and soft skills.
Hard skills
This refers to all those skills that can be teach as well as measured. Examples of hard
skills are writing, reading, maths as well as computer programs. Hard skills are very supportive
in conducting management and leadership activities in better manner. Different hard skills are -
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 Digital technology skills – This skill is related to digital technology and this skill is
helpful in performing different activities related to technology in effective manner. This
skills is required in Holiday Inn company as it is a multinational company that needs
digital technology to perform task.
 Data base management – Manger and employees of Holiday Inn company needs to
manage its employees for performing organisation activities. Data base management skill
is helpful in storing important data of business and customers in correct manner.
Soft skills
This skills refers to qualities of a person that is helpful in dealing with situation or people in
better manner. Different soft skills that is required in Holiday Inn company is mention below.
 Consumer service skills – It is essential for employees to have customer service skill as
this will help in performing dealing correctly with customers (Harris, 2013). This skill is
important for developing strong relationship with customers.
 Organization skills – This skill refers to the capability of a person to manage all task and
activities of organisation. Holiday Inn company needs different task and organisation
skill is very supportive in managing all functions effetely.
P6 Discuss future management and leadership skills required by the service sector and how these
can be achieved.
There are different types of skills that needs to be developed by leaders and manager as these
skills are very supportive in conducting future activities in effective manner. Holiday Inn
company needs to identify and determine the future management as well as leadership skills that
is required in this sector.
Team development skills - This can be describe as the capability of a person to develop and
manage its team member (Herman, 2016). Team development skills is crucial in creating and
maintaining effective and strong team.
Data driven decision making skills – Managers and leaders of Holiday Inn company needs to
take different decisions. Data driven decision making skills is effective in taking correct and
accurate decision for growth and development of organisation.
How these skills can be achieved through talent management strategies:
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There are several ways though which respective company can develop and improve these
skills so that employees can work better in future. By providing continuous training and
development opportunities to employees they will be able to increase their skills as well as boast
their performance.
TASK 4
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change
There is different between Marriott company and Holiday Inn in respect to change management
systems as well as leadership implementation.
Basis Marriott International Holiday Inn
Change management system This company is using more
formal approach of managing
changes with in organisation.
Change management systems
that is used by Marriott
International company. This
company is focusing on
developing and creating
positive organisational culture
(Klenke, 2016). So that
employees can easily adopt
changes.
Holiday Inn company is
providing proper training to its
employees. This is helpful in
effective change management
system of organisation.
Training and development will
lead to increase the skills and
capability of employees.
Leadership style in
implementing change
Leadership style that is used
by Marriott International
organisation is Autocratic
leadership. This is effective for
successful implantation of
changes with in organisation.
This company is considering
participative leadership style
which is helpful in managing
changes as well as
implementing it in effective
manner.
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CONCLUSION
From the above report it can be concluded there are different types of theories regarding
management and leadership. It is essential for organisation to analyse these theories in order to
perform business task in required manner. It has been determined that both hard and soft skills
are crucial for employees to conduct business task in required manner. Different company use
different change management and leadership styles with in organisation.
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REFERENCES
Books and Journals
Antonakis, J. and House, R. J., 2014. Instrumental leadership: Measurement and extension of
transformational–transactional leadership theory. The Leadership Quarterly. 25(4).
pp.746-771.
Antonakis, J. and Robert, J., 2013.House (2013).'The Full-Range Leadership Theory: The Way
Forward', Transformational and Charismatic Leadership: The Road Ahead 10th
Anniversary Edition (Monographs in Leadership and Management Volume 5) (pp. 3-
33). Emerald Group Publishing Limited.
Chemers, M., 2014.An integrative theory of leadership. Psychology Press.
Ciulla, J. B. ed., 2014.Ethics, the heart of leadership. ABC-CLIO.
Conger, J., 2015. Charismatic leadership. Wiley encyclopedia of management. pp.1-2.
Covin, J. G. and Slevin, D. P., 2017. The entrepreneurial imperatives of strategic leadership.
Strategic entrepreneurship: Creating a new mindset. pp.307-327.
Daft, R. L., 2014.The leadership experience. Cengage Learning.
Giltinane, C. L., 2013. Leadership styles and theories.Nursing Standard. 27(41).
Harris, A., 2013. Teacher leadership and school improvement. In Effective leadership for school
improvement (pp. 82-93). Routledge.
Herman, R. D., 2016. Executive leadership. The Jossey-Bass handbook of nonprofit leadership
and management. p.167.
Klenke, K., 2016.Qualitative research in the study of leadership. Emerald Group Publishing
Limited.
Kruse, K., 2013. What is leadership.Forbes Magazine. 3.
Metcalf, L. and Benn, S., 2013. Leadership for sustainability: An evolution of leadership ability.
Journal of business ethics. 112(3). pp.369-384.
Miller and et.al, 2013. Is family leadership always beneficial?.Strategic Management Journal.
34(5). pp.553-571.
Antonakis and Robert2013Chemers2014Ciulla2014Conger2015Covin and
Slevin,2017Daft2014Giltinane2013Harris2013Herman2016Klenke2016Kruse2013Metc
alfandBenn2013Millerand et.al, 2013
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