Leadership and Management: Holiday Inn Hotel, Module Report

This report delves into leadership and management principles within the service industry, using the Holiday Inn hotel as a case study. It begins by exploring classical management theories applicable to the service sector, such as bureaucratic, scientific, and administrative theories, and their relevance to the hotel's operations. The report then examines various leadership styles, including democratic and autocratic approaches, and the roles leaders play in a service-oriented environment. It further analyzes leadership and management styles, including visionary and participative approaches, and assesses the internal and external factors impacting management structures, such as organizational structure, learning, political, social, economic, and technological factors. The report identifies essential leadership and management skills, both hard and soft, illustrated with examples from the Holiday Inn. Finally, it discusses future management trends and skills needed in the service sector, along with change management systems and leadership strategies for improvement.

Leadership and
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
P1 Various classical management theories which can be apply on services industry context....1
P2 Leadership styles and role of a leader within the service industry........................................2
TASK B...........................................................................................................................................3
P3 Examine leadership and management style in a particular service sector.............................3
P4 Internal and external factors that impact management styles and structures in context with
service industry...........................................................................................................................5
TASK C...........................................................................................................................................5
P5 Leadership and management skills (Hard and Soft) offering evidence from particular
services industry..........................................................................................................................5
P6 Future management and skills of leadership needed through services sector and their
achievements...............................................................................................................................7
P7 Comparison several service industry and organisation change management system and
leadership in implementing to improve.......................................................................................8
CONCLUSION ...............................................................................................................................9
REFERENCE.................................................................................................................................10

INTRODUCTION
Management and leadership is one of the best practice which is useful to individual's
achievements within the organisation. In order to gain more benefits leadership and management
improves the training development programmes and concept. By following this way
management can provide appropriate self study exercise and kind of skills and knowledge to
people who are working in the organisation. Whereas, leadership conduct a skills development
programmes by which employees can get motivated and able to improves their performance in
organisation functions. Manager and leaders are the moist effective and essential aspect for
company who always motivate their employees and encourage them towards the good work. For
this assignment Holiday Inn hotel has been selected as an services organisation which is the
British owned American company. It was established in the 1958 by KEMMONS Wilson and
headquartered in Denham UK. Further discussion will be made on leadership style and theories
of classical management along with different management styles and structure within the
company (Dhar, 2016). Lastly this assignment will follow leadership skills and future
management in company context. Along with leadership and management skills will be
identified in this assignment.
TASK A
P1 Various classical management theories which can be apply on services industry context.
Classical management theory is based on capabilities of employees in which they can
perform well in order to fulfil their economic and physical requirements in an effective manner.
Generally this theory not considered economical needs but it focuses on labour specialization
and profit maximisation. According to the Holiday Inn hotel they are offering different kind of
services to each and every customers to fulfil their needs and wants. There are some different
kinds of this theory which is good for service industry, those are listed below:
Bureaucratic theory: The term bureaucracy refers to the organisational structure which
is characterised by so many procedure and needs, standardised, number of desks, division of
labour and their responsibility as well by which people can interact with each other in the
particular organisation (Jauhari, Singh and Kumar, 2017). Generally this theory is given by the
Max WEBER which always shows the consumers needs and demands among the organisational
structure. In reference to the selected industry, they mainly hires and select high skilled
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employees in order to make their organisation effective by giving all kind of facility to people in
an effective manner.
Scientific theory: This theory is made for developing effective and essential strategies
for employees in order to increase their working capacity within the company. It is given by the
Frederic W. Taylor. There are some principles, those are mentioned below:
 On the basis of scientific method the study work always defines performing way of
employees for their specific task in relation with replace working that is known as thumb
rule according to Taylor.
 According to this industries can evaluate their working performance of employees and
assign them effective task effectively. Along with this they can ensures that they will
offer better ways of learning management activities.
 It gives the work between workers and managers in order to manage companies functions
and operations for operating them in a particular way.
 It also gives different solution for various kind of problems to attain effective and
essential goals within the services industry.
According to Holiday Inn, it is a service industry so that manager of this company needed
to follow this in order to make their facilitate system at higher level so that customer's can get
better experience from this hotel .
Administrative theory: In this Henri FAYOL determines the conception of department
which means several activities done by the particular industry in order to gain competitive
advantage in a perfect manner. According to the Holiday Inn manager of this organisation
required to make proper strategies by which employees can get goals towards company so that
they can improves in their offering services to enhance their productive value in a perfect
manner.
P2 Leadership styles and role of a leader within the service industry.
Leader is a person or individual which is always have higher position in to the
organisation and manage company's works by having their knowledge and skills for controlling
extra activities and influence other people in an effective manner. On the basis of this they have
liability to manage their work within the given period of time from organisation and use each and
every tools or techniques effectively (Mok, Sparks and Kadampully, 2013). In context with
Holiday Inn Hotel, they are needed to maintain their services in order to make potential
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consumers within the market by which they can meet their effective goals in an appropriate
manner. Therefore, leaders plays an effective role in order to manage services industry activities
, those are given below:
Roles of a leader
Representative of the organisation: As leaders are very important part of every
organisation so that they are required to adopt so many new things by which they can influence
other in the industry and able to conduct several seminars, conferences and so on. In reference
wit Holiday Inn leader play their vital role for achieving goals effectively.
Required at every level: During the operating different kind of functions and operations
within the company leaders are always needed to motivate people. As per the Holiday Inn hotel,
some time they make unique strategies for attracting to their numerous customers by providing
them every kind of help with executed on ideas for running their business and services better
(Pentareddy and Suganthi, 2015).
Leadership Styles
Democratic style: In this management style of leadership employees have great working
capabilities to implements on new ideas and approaches by which they can easily understand
customer's demand and able to satisfy them. By using this style leaders can increase employee's
confidence so that they can work accordingly. In reference with Holiday Inn, leaders are always
ready to make effective decision for better services so that they can get better growth in
marketplace.
Autocratic style: As leaders have ability to make effective decision so that they do not
needed to take permission form any authority. During the time of making decision involvement
of employees is much necessary for gaining future growth within the competitive advantage. In
regards with respective service industry Holiday Inn as they have good identity in market so that
they are needed to bring little changes on the basis of leaders decision (Popli and Rizvi, 2015).
TASK B
P3 Examine leadership and management style in a particular service sector.
Leadership and management are better approaches by which every company can make
their effective rules and policies because manager and leaders are better aspect who always ready
to face any kind of situation in business entity. For making better operations company also
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required to apply different kind of things by which they can attract customers in a perfect way.
Along with leader and manager have ability to do any work for organisation in order to gain
higher profits with good revenues. According to the Holiday Inn hotel, they are giving better
services to customers as well as they also give better facility to employees so that they can work
accordingly. It influence inside and outside people of an organisation so that they can get better
opportunities within the working place. For knowing more about management and leadership
styles, there are some point those are mentions as follow:
Visionary management and leadership style:
According to this leaders and managers are plays kind of same role in order to manage
structure of an organisation. On the basis of this they are also able to assign particular work for
employees in which they need to work and make effective ideas for company. In reference with
Holiday Inn hotel, managers are leaders are mainly responsible for making organisation best in
service sector. On the basis of this they can make better plan in order to bring improvements in
their services to customers. Along with this they always have transparent behaviour with colleges
so that they can easily coordinate with them and able to increase firm productivity in an effective
manner.
Participative leadership and management style:
In this management and leadership style both leaders and managers are always ready to
make new things and innovative strategies for making better functions in a perfect scenario.
According to Holiday Inn manager and leader follow strategical approach for running their
business in an effective manner. By using this approach they can make better organisation for
good future. On the behalf of this they can get better opportunities in future and able to provide
better facility to customers.
Now this can be said that by using these sort of leadership and management style this
respective service industry can easily make better option for improving their operations and
functions. This is more important for leaders in which they initiate in each function by which
they can make better productive approach for company in an appropriate way.
P4 Internal and external factors that impact management styles and structures in context with
service industry.
In reference with Holiday Inn they have several kind of internal and external factors
which influence the management functions and structure accordingly. On the basis of this they
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can get better result but some times these factors impact negatively. There are some these factors
which is followed by Holiday Inn hotel, those are listed below:
Internal factors:
Organisational structure: According to the respective company they are following
hierarchical structure which is good for them but at the period of adopting different kind of
techniques manager of this company can face some difficulties. So that company should focuses
on their regular work and try to adopt new things as per their comfort (Tseng and Wu, 2014).
Learning: On the basis of this tool every employees are able to gain different kind of
knowledge by which they can work together in an effective manner. Herein, leaders are also
responsible to guide their team members for gaining better outcomes. In reference with Holiday
Inn, manager always fulfil employees requirements in a perfect way.
External factors:
Political factor: As per this factor each and every company is required to have changed
their policies as per the countries rules so that they can run their business in a smooth way. In
regards with Holiday Inn, in order to run their tourism business they required to have effective
rules and policies so that they can influence others in an effective way.
Social factor: This factor influence company work because every country have their own
culture and programmes which is govern by their government. Therefore, Holiday Inn for
reducing their problems they are applying unique strategies so that they can get potential
customer and able to achieve market opportunities by following country culture.
Economical factor: It includes in different environmental laws and legislations of
environment in order to manage organisational structure within the particular time frame.
According to the Holiday Inn they are facing some issues but trying to adopt country laws for
managing their work in a perfect way.
Technological factor: Technologies are one of the best effective tool which influence
others and management system as well. By applying effective and unique techniques within the
business functions company can achieve their appropriate goals (Van Wart, 2014). Whereas,
Holiday Inn always bring changes in their management functions so that customers can get
attract. In order to follow good technological factor makes good values of an organisation.
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TASK C
P5 Leadership and management skills (Hard and Soft) offering evidence from particular services
industry.
In order to maintain administration in organisation culture is necessary to have effective
quality of work and higher skilled employees in an appropriate manner. By using higher
technologies in a working culture customers can get influence at higher level so that it will
develop the opportunities for firm perfectly. Apart from this every management organisation
have effective skills and knowledge people by which they can make their company effective and
attractive in front of others. Along with this effective management functions always have hard
and soft skills in order to make attractive service sector. Therefore, it is very impressive
approach for people by which they can get higher benefits efficiently (Wallace, Chernatony and
Buil, 2013). Together with management functions always consider customers priority and fulfil
their demand. For making better understanding of hard and soft skills, those are given below:
Hard Skills
Digital marketing technology: According to this employees and higher authorities like
mangers and leaders are always helpful for companies in order to achieve their effective goals
and aims in a perfect way. By having digital marketing technology company can influence other
people in an appropriate manner. In reference with Holiday Inn hotel manager and leaders
always bring effective digital technology in their hotel rooms like Wi-Fi facility in rooms,
robotics room services and so on. Therefore, this situation impact on the people in a right way.
By this company is able to achieve their goals effectively.
Database management: It refers to the specific system of database management which
is also knows as the software package designed in order to analyse, retrieve and manipulate the
appropriate data in database. Therefore, DBMS is a format which always makes good structure
by recording appropriate files in an effective manner. In reference with Holiday Inn hotel, they
are applying this technology by which they can give better services to customers in a perfect way
(Yee and et.al., 2013).
Network security: It refers to the designed activity which always integrates on data that
is developed by effective technological system within the organisations. It generally includes in
both categories like software and hardware because it impacts on network securities system so
that it can target different kind of variety and threats in order to expansion networks and spread
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in all over the globe. In regards with Holiday Inn manager always applying this hard skill
approach in order to make their every network system effectively. Therefore, it is much
important and efficient for them in a perfect way.
Soft Skills
Customer's service skills: According to this skill management of respective organisation
is needed to have good customer's services by which they can make their effective goals for long
period of time. Therefore, it is necessary for garbing opportunities for future in this competitive
scenario by achieving goals and objectives in an effective manner. On the basis of giving good
services to people they can make their efficient goals.
Flexible in nature: As per this employees can get flexibility in nature by having
effective communication with their team people in order to increase lots of profit in a perfect
way. In Holiday Inn employees are much flexible so that they are bale to change consumer's
requirement and governmental policies by which customer's can get better treatment and it is
helpful for company so that they can increase their profits with higher productivity.
Team work: According to this people are living together in order to work for
organisation in an effective manner. By having team work than people can easily enjoy their
work within the group and sharing their ideas from one to another. It influence other team
members so that they can also apply this thing in their group perfectly. In reference with Holiday
Inn their employees and leaders have effective relationship by which they can collect lots of
information and gives better services to others.
Creativity: In order to make creative things, every company is able to get better
attraction of customers towards the services. In reference with Holiday inn managers and leaders
always bring innovative things and make their function creative by which they can get lots of
good image in marketplace (Shek and et.al., 2013). For example if this respective services
industry will apply new creativity in their room than people can get impress and make their
overall functions effectively.
Problem solving: This refers to the effective solutions in which all kind of industries are
able to give better response to consumers as they are taking some advantage from organisations.
According to this respective hotel service they always have one particular person who is made
for problem solving by having different strategical aspects and approach in an effective manner.
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Integrity: It is one of the best strong model by which people can behave honestly within
the organisation. On the basis of this accuracy and truthful actions always have in employees by
which they can make better culture within the working environment. If employees will have
integrity in their nature than customers can attract from this Holiday Inn hotel and able to
achieve their targeted goals in an appropriate manner.
P6 Future management and skills of leadership needed through services sector and their
achievements.
Future management determines the different performance of people in order to achieve
managerial target in an effective manner (Explain Classical Management Theory in Detail.
2019). In order to follow effective roles and responsibilities individual must have sufficient
knowledge for controlling negative factor from organisation. Therefore, manager are required to
play their effective role for making organisation attractive. With the help of this they can make
better future of management in order to achieve goals. Leadership also plays important role for
motivating people perfectly. In regards with Holiday Inn hotel and services sector workforce
always bring innovative factors and creativity for maintaining balance in organisation. That's
why Holiday Inn needed to explore unique functions and in which management and leadership
skills should be opt by managers, those are given below:
Positive skills: This skills is helpful for developing leadership and management skills in
which Holiday Inn hotel, managers always make different aspects in order to get higher profit
within the given period of time. Along with this employees have ability to work positively and
they encouraged by coordinating level from leaders and managers.
Team building skills: This skills is very important and effective for both manager and
leader by which they are able to improve work quality which is given by the employees in order
to make huge profit for Holiday Inn hotel to make better relationship with employees and people
by enhancing proper growth of this service sector.
Communication skills: On the basis of this skill manager and leaders are able to make
proper structure in company. In reference with Holiday Inn hotel they are operating lots of team
members who always bring effective and attractive ideas for this service sector. By using this
skills firm and members as well they can communicate with each other for developing proper
clarity in work. On the other side making effective communication process leaders are needed to
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have fruitful communication so that they can easily influence people in a perfect way. Having
good communication skills in organisation create proper output and results.
Decision making skills: Managers in Holiday Inn hotel as every time makes proper and
effective strategies so that it develops good culture in this service industry and they takes
effective decision for better future.
Delegation Skills: It helps companies to build strong relationship with skills as per the
Holiday Inn hotel as it is service sector so that manager needed to have effective bond with their
employees so that they can give results accordingly. So that it makes equality in the business
firm.
Accountability: According to this approach, a good leader always takes their
responsibilities in company and make effective share properly. But in the case oh Holiday Inn
hotel manager should focus on their accountable persons and their work in order to regular
development in firm. Apart from this manager should also understand their employees mistake
and creates effective solutions for better businesses.
Empathy: On the basis of this special style leaders should also behaves good in
company. Along with this they should generate empathy to their employees and team members
by which they can work together and provide various option to them in order to make
collaboration in team and groups as well (Top 10 soft skills for hospitality & tourism managers,
2019).
P7 Comparison several service industry and organisation change management system and
leadership in implementing to improve.
In services industries there are different kind of sectors which may influence the
leadership and management functions in a positive way. As Holiday Inn also dealing in services
sector so that there are comparison between two companies, those are given below:
Basis Holiday Inn Hotel Montana Hotel
Changes in the management
process
In the current period of time
business have different kind of
culture but this respective
service industry follow
effective Lewin's approach by
For alteration in management
process this respective hotel
makes effective and essential
aspects for making this hotel
attractive. By which they can
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