Leadership, CSR, and Social Media: Waterside Inn Report

This report provides an in-depth analysis of The Waterside Inn, focusing on emerging trends in the hospitality industry. It begins by examining the different leadership styles employed, particularly highlighting the use of democratic leadership. The report then delves into organizational responsibility and responsible leadership, exploring how The Waterside Inn manages its strategic, economic, social, and environmental performance. Furthermore, it investigates the restaurant's corporate social responsibility (CSR) initiatives and their benefits to the wider community. Finally, the report evaluates the social media practices of The Waterside Inn and their implications for enhancing consumer satisfaction and experience. The analysis covers leadership, CSR, and social media, providing insights into the restaurant's strategies and their impact on its operations and customer relationships.

EMERGING TRENDS IN
THE HOSPITALITY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
1. Different leadership style with The Waterside Inn..................................................................3
2. Organizational responsibility and responsible leadership with The Waterside Inn................6
3. CSR and its benefits to The Waterside inn including a wider community..............................8
4. Evaluation of social media practices of The Waterside inn and implication for better
consumer satisfaction and experience.......................................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES................................................................................................................................1

INTRODUCTION
Leadership is an important activity that carries company to achieve its vision and mission
with the help of employee performance. It assists employee to increase their performance to
achieve the assign task by managers. Company uses different leadership style in order to achieve
the ultimate goal of company. The Waterside Inn restaurant establish in 1972, and operated by
Le Gavroche. Pierre koffmann after that Michel Roux take further from 2010. They also slowly
expand the rooms in restaurant that are available for overnight. The Waterside Inn is only
restaurant outside France that gain three Michelin star for 25 years (Tran, 2017). This report
shows different style of leadership and that are used by the restaurants. Concept of
Organizational leadership and responsible leadership are detailed and critical evaluating the
concepts. Further Corporate social responsibility and their benefits that are provided to industry,
government and society is mentioned. Lastly, usage if social media by restaurant for better
satisfaction to costumers and enhance their experience.
MAIN BODY
1. Different leadership style with The Waterside Inn
Leadership is a process of directing, monitoring and influence the behaviour of employee
and work of company in order to achieve the objective. It is an ability to induce team member to
work with confidence and interest. It influences employee to achieve the company's goal by
increasing the capacity of performance and efficiency of work. Leaders develop the future vision
of company and motivate to achieve the set vision.
Leadership trait shows the personal quality of leader effectiveness. It is an ability of
leader or company to guide team members, individuals and organization to reach the goals and
objectives. It is an important function of leadership as it assists employees to maximize
efficiency of employees and company working through strategies to achieve goals. The effective
leadership skills are a natural process which come up with experience and knowledge of working
that help to guide employee and organizational (Su, Pan and Chen, 2017) The following are the
effective leadership traits: Confident: One of the major quality that leaders are has is confidence level in company
to work. The positivity motivates the employees towards the work and increase the
employee morale to do work. Leaders can make tough decisions I organization and lead
the authority that inspire others and communicate with each other.

 Dependability: Leaders are not depended on others for any work that need to be complete
with their team member. They support and encourage team members while abiding the
organization structure, policies, rules that need to be followed by every employee
(Ramanathan, Subramanianand Parrott, 2017) Courage: Leaders are self-motivated and courage to complete task and to attain the goals.
They assist employee to perform effectively through motivating employees and company
in order to attain the goal. Effective communicator: Leaders has the quality of good communicator between
employees and management. It able to shows the clear and concisely to state the
problems and solutions for the same. They have a skill to communicate with other in a
right time by communicating on different levels. Decisiveness: Leaders are looking for long term goals for organization. Leaders are
visionaries having the ability to make decision effectively for future plans to achieve the
quantifiable goals. They evaluate the continuous changes and implies new approaches to
find the solution.
Different types of leadership style are: Democratic Leadership style: It is also known as participative leadership style were
employees of company encourage to give their precious idea that help in to make
decision for company. Democratic leadership style generates creative ideas through
involvement of employees that help in taking effective decision for achieving the ultimate
goal. It also motivates employee’s morale towards company (Munir, and Iqbal, 2018) Autocratic leadership style: This leadership style shows one person controls whole
decision-making in a company and furnish few inputs from rest of company's members.
Leader take decision for company in their personal belief and knowledge and not
considering any other participation knowledge from rest of the members. It sometime
demotivate remaining members of company for not considering their thought for
company's decision. However, small business uses this style where small number of
employees are present. Laissez-Faire leadership style: Also known as Delegate leadership which shows no
direction to employees of organization and transfers power to take decision to worker
itself. Leader's Power are provided and include essential resources and instrument to

make decision by employees and full responsibility is taken by their team leader for all
actions taken by employees (Luu, and et.al., 2019). Transformational leadership style: It is a leadership style that shows how leaders are
involved with employees to determine required changes needed in a company. Leaders
inspire and guide employee in order to achieve company's vision by creating and
innovating changes that aid company in growth and development. This help in to adopt
changes in organization which are need in company. It encourages company to remain in
ethical values in working and reduces cost turnover cost of company through adopting
the trends in market by employees.
 Transactional leadership style: It is a style which have a different pattern of activities
that include leader and followers that execute the day to day task. Transactional
leadership help in to deal daily routine tasks to execute daily work of company. In this
style, leader direct the employees to perform the daily routine task with rewards and
recognition are given for effective performance and high productivity by employee
towards company. It is one of the simplest leadership style which is used in business
which need to perform their daily task in short time period. Leaders guide and direct staff
to perform efficient and motivate them to gain the rewards from company (Kim, and
Park, 2017)
The waterside Inn restaurant uses the democratic leadership style or participative
leadership style for achieving the target goal of company. As, there are not number of staff
working in restaurant, democratic leadership style is best suited to restaurant. This save time and
cost leader and focuses on other important work to achieve the ultimate vision of company. For
example: Democratic leadership can help in a way to promote restaurant in other market, new
ideas from the staff can be generated by leader in order to gain competitive advantage in market.
Young staff will provide with some creative ideas that can be implemented by company in order
to increase their market share by attracting through offers that are given to their loyal customers.
It pulls in other customers that also pays attentions of other customers from different market to
become a loyal member.

2. Organizational responsibility and responsible leadership with The Waterside Inn
Organizational responsibility is a liability to maintain the surrounding and positive
environment in organization and outside organization. These responsibilities include health and
safety, well-being of staff, environment in which company is operating its production.
Organization is liable to ensure that they are not putting other life in risk and damage in order to
earn profits from same (Jang, Zheng, and Bosselman, 2017). The following are the
responsibilities which that ned to followed by company: Strategic responsibilities: These responsibilities for a restaurant involves the formulation,
implementation and control of strategy that is being prepared by leaders to achieve the
company's vision. Formulation of strategy to meet the expectation of all stakeholders by
determining appropriate manner to achieve the objectives. Strategy are being made
through analysis of internal and external environment that may impact the restaurants and
can be avoided through employees training and development to prevent uncertainties.
Further, strategy implementation include the strategy put into action to achieve the
objective of strategy made by The Waterside Inn restaurant. Lastly, strategic control
shows the control of execution of action plan that needed to be control in order to achieve
the target objective that has being created by leader. Economic performance: This is the responsibilities towards the company to gain
maximum of short term and long term profits. Through adopting technology that increase
the productivity of company through serving quality of product to consumer that also
increase the goodwill of company in market. This factor helps to raise funds from the
investors and invest in to increase the restaurant market. Company is also responsible for
paying to staff fairly I.e. minimum wages are given to employees by restaurant (Huertas-
Valdivia, Gallego-Burín, and Lloréns-Montes, 2019) Social performance: the responsibility of Waterside Inn restaurant is more on social and
environment sectors due to its area of operating. Social performance involves maintain
laws, rules and regulation towards employees, society and government and working
ethically. However, social culture should be preserved and not cause any damage to
cultural heritage through their operations. Environmental performance: As The Waterside Inn restaurant is operating in close to
natural, its responsible to protect the natural resources and surrounding environment.

They are responsible to influence the surrounding through proper sewage of waste
material to minimize the damage to environment (He, Morrison and Zhang, 2019)
Responsible leadership is a method that used to communicate with stakeholder to shared
vision of company, values and principles of ethics. Responsible leadership create the fair society
and sustainable environment culture to encourage the innovation, reward to employees. The
following are the responsibilities that had to maintained by leaders: Direction: Leaders direct the company towards its aim and objective. Through
implementing effective strategy and direct the team members to work on same direction
towards the aim of company. Leaders also motivate the team members to increase the
work performance of employees and work efficiency that leads to increase in company's
performance. It also shows how leader contribute towards the achievement of aims and
objective of company with the help of employees and team work. Employees get the
proper direction of work to be performed in company in order to complete their task
within limited time period (Font, and Lynes, 2018) Engagement: Leaders motivate employees and boost their performance to work efficient
in company in order to complete their task within a given time period. They increase the
working efficiency of employees by developing enthusiasm of working and commitment
towards company. The commitment made towards company by leader to attain
objectives in give period of time. The enthusiasm of leader working motivate their team
members to performance and responsibilities that are given can be completed to achieve
the overall objectives. Leaders engage worker in task to achieve the ultimate objectives f
company. Alignment: Leaders maintain coordination between managements and employees for
smooth flow of communication. Leaders also assign roles and responsibilities to their
team member and make smooth of work in company. Leaders also develop the
understanding between the employees to work together to performance the task. It also
shows the interdependencies of each other to performance the task effectively and
importance of team work is understandable by each employee. It is most important
function of leadership of coordinating between the information flow and decision taken
by company to attain the target. Leaders help to take action according to decision and
monitor the performance to know the company position (Arrigo, 2018).

 Renewal: Leader help to adopt the change and encourage employees to work in new
culture. Leaders also effectively coordinate between the flow of information, decision
and activities that is performed by the team members in order to achieve aims and
objective through implementing strategies. It also motivates employees to get trained in
new culture through adopting new culture work. It shows the awareness of restaurant
towards the market and society that has taken develop restaurant according to new
culture. This also motivate employees working for restaurant and attract more of
customers towards them.
From the above information it is being evaluated that there are various implications of
hotel towards aspects. The Waterside Inn has been maintaining certain responsibilities towards
their stakeholders includes public, employees and other parties like government that need to be
taken considering along with operating in market. Private parties include the employee and
shareholder that need to be fulfilled by company to satisfy them through monetary terms
(Arjona-Fuentes, Ariza-Montes, Han and Law, 2019). Leader helps in to maintain those activities
and rewards are offered for the effective performance by employee side. Organizational
responsibilities are also needed to be performed to satisfy the society and government for the
work. Along with it, leadership responsibilities are also performed to manage and monitor
performance with ethical values towards society and environment are fulfilled.
3. CSR and its benefits to The Waterside inn including a wider community
Corporate Social Responsibility (CSR) is defined as self- regulating insight of the
company towards the development of the society and the development of the environment. CSR
is a concept which assist the company in integrating the interest and need of different types of
stakeholders of business (Kamanga and Bello, 2018). It is the responsibility of company that they
must take care of all the stakeholders of business especially the environment and society.
Organization takes the resources from the environment and it is the duty of company that they
return back the favour to the environment. Within the hospitality industry, CSR is very crucial
because when they will undertake CSR activities then this will attract more of the consumers and
profitability of company will increase.
In addition to this, The Waterside inn if formulate effective CSR strategies then this
involve many different benefits to the restaurant. The major benefit enjoyed by The Waterside
inn is that this enhances the brand image of the hotel within the highly competitive market. This

is pertaining to the fact that when hotel will take care of the society as a whole then this will
motivate people to come to the place and will improve the market value and goodwill of the
company. Along with this another benefit enjoyed by the restaurant because of CSR is that this
increases the consumer loyalty for the hotel. This is pertaining to the reason that when hotel will
be having good strategies for protection and upliftment of the society then this will create a better
position among the consumers.
With respect to The Waterside inn major CSR activity which they undertake is the CSR
by making clear and simple policies relating to working of the company. This is pertaining to the
fact that when there will be clear policies and procedures then every employee will have clarity
that how work need to be undertaken. Another strategy being used by The Waterside inn for
managing CSR is making use of recycled and reusable product in order to manage waste within
the restaurant (Bello, Banda and Kamanga, 2017). This is a good strategy as this will attract
more of consumer to come to the place. This is due to the reason that company is using the
products which can be recycled. This will result in saving the cost of using the product and this
will also be an attracting aspect for the consumer and they will like the feature of using recycled
products.
All these different CSR activities provide different types of benefits to the restaurant and
this in turn improves the working efficiency of the company (Akbari and et.al., 2020). in addition
to above benefits, another benefit to the restaurant is the increase in the ability in attracting and
retaining the employees within the company. This is pertaining to the fact that when hotel is
following the CSR activities then this will develop a feeling among the employees that company
is operating in effective manner and complies with all the moral value. Hence, this will motivate
the employees to work with more efficiency and effectiveness.
In addition to this, major benefit of complying with CSR by The Waterside inn is that this
increases productivity and quality work of the employees. This is particularly because of the
reason that when company continuously undertake the CSR activities then this motivates the
employees to perform in more effective and efficient manner. The reason pertaining to this fact is
that more CSR will increase profitability of company then this motivates employees to work in
better and effective manner.
This CSR is not just limited to the company itself rather it has a wider community
context. This involves the various stakeholders which majorly involves responsibility towards

the industry, government and the civil society. with respect to the industry the CSR practise
involves undertaking healthy competition among all other competitors. This is pertaining to the
fact that in industry there are different types of the competitors performing with same product
and services. Hence, it is the duty of The Waterside inn to make sure that they must have a
healthy competition. This is particularly because of the reason that when The Waterside inn will
go for healthy competition then this will also be liked by the consumer and this will motivate
them to come to the place.
Along with industry, The Waterside inn also has some obligation towards the government
as well. This is particularly because of the reason that when the if restaurant will not be working
in proper manner then they will not be able to add in the national income of the country. In
addition to this, restaurant also has to pay taxes to the government (Mohammed and Al-Swidi,
2020). In case if the restaurant will not be earning much of the money then they will pay less tax
and income of government will be reduced. Moreover, it is the duty of the restaurant to ensure
that they are taking care of their business operations and working to their fullest capacity. This is
done to ensure that profits of the restaurant are increasing to a great extent and is provided to
government.
Furthermore, in addition to this, The Waterside inn also has a moral duty towards the
overall society as well. This is particularly because of the reason that restaurant is being situated
in the society so it is their responsibility to take care of the society. hence, for this it is the duty of
The Waterside inn to provide quality services to consumer at affordable prices. This will attract
majority of the consumers and profitability and operations of the restaurant will increase.
4. Evaluation of social media practices of The Waterside inn and implication for better consumer
satisfaction and experience
In this current competitive market, it is very essential for the business to ensure that
effective marketing strategy is being undertaken by the restaurant (Tajvidi and Karami, 2017).
This is particularly because of the reason that competition in market is very high and if effective
marketing approaches and techniques are not used then restaurant might lose its market share.
Hence, for this it is effective for The Waterside inn to effectively market the product and services
in competitive market. For this current social media and digital marketing in order to attract more
consumer towards the company.

The use of various social media technique is very helpful and assistive to The Waterside
inn for ensuring that more consumer. Hence, for this the most common practice for attracting
consumer is the paid social media strategy. This involves conducting paid campaign which assist
The Waterside inn in attracting majority of the consumers. These campaign are created by
complying with all the relevant laws and legislations pertaining to consumer and effective
marketing as well.
Further, in addition to this Search Engine Optimisation (SEO) is also a practice which
will assist the company in improving their quantity and quality of website traffic of their
webpage over different search engine. This will assist The Waterside inn in finding out the
number of people who have searched for the product and services of restaurant over different
websites. This assist company in analysing the fact that how frequently consumers are searching
for the restaurant over the search engines and this will improve performance of hotel.
Moreover, conducting a survey or feedback over the social media platform will also be
assistive to The Waterside inn (Michopoulou and Moisa, 2019). This is particularly because of
the reason that when the restaurant will be conducting the survey then this will outline the views
and reviews of consumer. As a result of this, restaurant will be in position to analyse the views of
consumer and they will be able to adapt to the suggestion (The complete guide to hotel marketing
in 2020, 2021). Hence, when the restaurant will adapt to the changes suggested by consumer then
this will motivate consumer to come to the place as their views have been considered.
Furthermore, another common practice which is undertaken by The Waterside inn is
emphasis over content marketing. This is particularly because of the reason that if the content
over the website and social media page will not be good then it will not attract consumers. Along
with the content use of attractive and presentable photos is very essential. The reason underlying
this fact is that the photos will be presentable over the website then it will attract more of the
consumers. Hence, this is a good sort of marketing activity and practice for The Waterside inn.
In the end it can be states that use of various marketing practices is essential in order to attract
and retain more of the consumers. This is essential as these marketing practices will improve
satisfaction level of consumer and will also improve their experience. Once, their experience will
be improved then this will motivate them to come to the place again and again (Pourkhani and
et.al., 2019). Hence, as a result of this popularity and goodwill along with profitability of The
Waterside inn will increase and a competitive advantage will be enjoyed by the restaurant.

Implication of Social media on better satisfaction of customer and experience.
From the analysis of social media, it is found that customers are influences through
online marketing and that enhance the customers to attract towards own company. The behaviour
of customers changes due to social media as customers are provided with high volume of images,
videos, customers satisfaction review of restaurant that are given from customer’s side. The
Waterside Inn can use as an advantage as they are situated in a natural surroundings, number of
food varieties are offered in a price that attract customers. Increasing the engagement through
social media shows the activeness and better respondent to customer quires are solved on
platforms like Facebook and twitter. Third website like Uber eats and Zomato shows the
satisfaction level of customers which involve overall satisfaction, food taste review, interior,
services of restaurants by the customers that had experienced in restaurant. It attracts more of
customers and want to experience new things which are given as the highest rating in food
quality.
Website of restaurant is also one of the major platform that are used by companies to
attract new customers. These websites are given details information of restaurant that makes easy
to decide for visit. This also giver better experience to customers who are surfing website and
trusted as authentic information provide about the company. Website shows honest review by
customers about the restaurant and food that are provided by company. Further. To attract the
customer, restaurant service, quality, prices are the main factor that affect the customer
satisfaction level. In addition to this factor, brand image, loyalty towards customers is also
important factor that are considered by customers to get satisfaction. However, to improve the
customer satisfaction and experience, company need to engage with customers through social
media, campaign in different places and proper communication with customer help enhance the
experience of customers through building a brand value in market.
Risk involved in social media
The most common risk which the hospitality sector and the Waterside Inn can face due to social
media is that people who do not have a good experience with the hotel may post negative
reviews over the website. Hence this cannot be restricted by the hotel or any other person.
In addition to this another risk is that in case the social media marketing is not done in proper
and effective manner then this can lead to negative publicity for stop and this can effectively
affect the marketing position of the company.

Strategies to overcome the above risk
The major strategy to overcome the risk of negative publicity is that the total must try to to
provide good quality services to the consumers. The reason and the line this fact is that in case
the consumer will get term quality services then they will not have any negative review about the
company and this will create positive social media marketing.
Along with this another strategy to overcome the above-mentioned risk is to to provide reviews
of critics and expert and professional within the hospitality industry. The reason underlying this
fact is that if the reviews of expert and professional will be positive then this will definitely
attract the consumer towards the hotel.
CONCLUSION
From the above report it is concluded that, leadership style assist company to achieve the
ultimate goal of within the time limit. These styles are adopted by leaders in order to gain
perform task effectively and reduce the cost and time. Organizational responsibilities and
leadership responsibilities are one of the key roles that are need to be executed by company in
order to fulfil the private, public and third party. Further, Corporate social responsibilities of a
company that need to follow to satisfy public, society and government that operating and follows
ethical values and activity participate in social work. Lastly, impact of social media through
using social platforms are used by company to give better satisfaction level and experience to
attract customers. Company uses various techniques like reviews of customers for restaurants,
website promotion and through campaign that promote brand name in wider market.

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