Leadership Styles, Organizational Responsibility at Pret a Manger

This report delves into the evolving landscape of the hospitality industry, examining leadership styles, organizational responsibility, and the influence of social media. It explores various leadership approaches, such as autocratic, coaching, democratic, and others, evaluating their relevance, particularly in the context of Pret a Manger. The report emphasizes the importance of organizational responsibility, including economic, social, and environmental performance, and how these factors contribute to a company's success and its relationship with stakeholders. Furthermore, it analyzes the application of responsible leadership within different types of institutions, including private, public, and third-sector organizations. The report also investigates the impact of social media practices on customer experience and brand reputation within the hospitality sector, highlighting how companies can leverage these platforms for growth and improved customer engagement. The report uses Pret a Manger as a case study to illustrate these concepts.

Emerging Trends in the
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
1. Different leadership styles in the organization and what leadership style organization has
chosen..........................................................................................................................................3
2. Evaluate the application of organizational responsibility and responsible leadership in costa
coffee...........................................................................................................................................6
3. Benefits of CSR delivery for the company and the wider community....................................9
4. Social media practises............................................................................................................11
CONCLUSION..............................................................................................................................13
REFERENCES................................................................................................................................1

INTRODUCTION
Hospitality industry is emerging day by day with time. In UK hospitality industry is
doing good in terms of higher earning. Hospitality industry include restaurant, bars, hotel etc.
Pret a manger is a sandwich shop which is UK based. And have many branches worldwide.
Along with sandwiches they also sell salads, soups, wraps, vegan food, coffee etc. the brand is
known for its good taste and quality worldwide. This report will shed light on leadership and
leadership types and which leadership style will be relevant for Pret a manger. Organizational
responsibility and responsible leadership are important elements, report will show that how
company is using this. Further it will discuss that CSR will be benefiting to society, government
and industry. Report will also study social media practices of hospitality industry and it enhances
customer experience.
MAIN BODY
1. Different leadership styles in the organization and what leadership style organization has
chosen
Leadership:
Leadership is the action through which leaders made the work done by their team
members by giving guidance and motivating them so that they can complete the task. Leadership
is the direction which is provided by leaders to their team members (Xie and et.al., 2018).
Leadership traits:
Leadership traits refer to qualities of the leader which makes the leaders effective and
efficient. Leaders provide guidance to complete team so that they can work effectively and can
contribute in the growth of the company. Strategic goals can be achieved through leadership
traits. Leaders contribute in building good working environment and also motivate their
workforce which boosts their morale.
Types of leadership styles are:
Autocratic leadership style:
Autocratic leadership style means where higher authority takes all decisions. In this leadership
style managers or leaders does not include their subordinates in the decision-making process
(Leadership Styles., 2021). It is effective in those organizations where complex decisions are to
be made and also on urgent basis. Here employees follow their leaders and does not have

authority to take decisions. Example: manager who has changed shift timing of the employees
but did not consult before. It activity can lead to demotivation among the employees.
Coaching leadership style:
In coaching leadership style leaders become coach and help employees by guiding them and
enhance their potential. Leaders who adopt this leadership style are very kind-hearted and
understand their employees very well (Purwanto, Asbari and budi Santoso, 2019). Leaders know
that every individual is capable, so they encourage their team members so that they work hard
and also can achieve objectives and goals.
Democratic leadership style:
Democratic leadership style refers to that leadership where leaders take opinion and views of
their employees while taking any decisions. Here leaders provide responsibility to their
workforce so that they can learn and get knowledge and build skills. Employee gets motivated
because they feel that company is valuing them as their opinions are considered. Through this
leadership style employees productivity also get increased because they feel satisfied with the
company and work hard.
Authoritative leadership style:
In authoritative leadership style leaders are quite confident and invite views and opinions by their
employees. Leaders will give information about the future plans of company and what
employees can contribute in the success of the company (Maamari and Majdalani, 2017). Before
making any decisions leaders also consult their team members. Here leaders does not only giver
orders to their subordinates but also listen to their problems.
Laissez faire leadership style:
This leadership style is not like autocratic style. Under this style leaders allow their team
members to share ideas and not only give instructions to them whereas in autocratic style
employees views are not asked by their higher authority. It gives benefit to the staff to do work
according to them. Here leaders have trust on their workforce but blind trust can even lead to
failure. Proper direction is not provided by the leaders because everything is leave to the
employees. Employees who have less knowledge can tend to take wrong direction. Wrong
direction taken by one employee can affect complete team work. The useful of this style can be
fruitful if the employees have knowledge and has developed skills and are also motivated to

accomplish the goal. Leaders can follow this style but should take feedbacks and performance
monitoring is also must.
Bureaucratic leadership style:
In bureaucratic leadership style leaders consider organization first and make sure that everyone is
following the guidelines of the company but inputs by the workforce are also welcomed. If
workers views does not relate with company's policy then that will not be considered. Companies
of any size can follow this kind of leadership style whether it is big, small or large. Leader does
not consider innovative ideas given by their workforce, leaders are always in the fear that if the
idea will fail then it will lead to wastage of resources and time.
Pacesetting leadership Style:
In this type of leadership style leaders want that their team members should repeat them blindly.
Leaders want their complete control over their subordinates (Nguyen and et.al., 2017). Leaders
believe that work is racing and set high bar for their employees. This will lead demotivation
among the staff because they will feel that they are running and not enjoying the work. Leaders
have eyes only on finishing line. It can be helpful in those situations where work has be done
very fast but this style cannot be applied to every company. It can also hurt sentiment of the
workforce. In the long run employees can get stressed and can even decrease their morale.
Leaders who work with like-minded staff can follow this leadership style.
For Pret a manger democratic leadership style will be chosen. As company offer different
types of sandwiches, salads, soups etc. when company offer wide range of variety then this
leadership style will prove to be very helpful. In this style leaders consider views and opinions
while taking any major decisions. When ideas of young employees are taken then company gets
more creative ideas. If company consider new ideas of their workforce then it can help company
in increasing the sales.
Increased sales will help company in improving their reputation in the market (González-
Rodríguez and et.al., 2019). Through this leadership style employee will also get motivated
because they will think that company is inviting their ideas and also applying it and getting
success. Employee will do research and can get some more ideas which will help in company's
growth. It will also boost employee morale.

2. Evaluate the application of organizational responsibility and responsible leadership in costa
coffee
Organizational responsibility:
Organizational responsibility means the responsibilities which the organization is entitled
with. Organization make policies which are related to the employees, shareholders, society etc.
they focus on building healthy working environment so that company can get improved
performance of their workforce. Without the responsibilities no organization can function
smoothly. Organizational responsibility are for employees and gives benefit to them only. Every
organization have different responsibility but should frame by considering the standard
guidelines.
Strategic responsibility management model:
This model denotes strategic responsibility management. The framework includes certain steps
which are: making vision of the responsibilities, give priority to stakeholders by listening to
them, making corporate responsibilities and should implement it, employees should be given
training so that their skills can be developed and also they get advanced knowledge, leaders
should measure workforce performance and workers should also report to their leaders (Gao and
He, 2017).
Economic performance:
economic performance is the dimension of organizational responsibility which have many
factors in it:
It is the responsibility of organization to make rules and regulations related to the workforce
which include giving therm extra benefits apart from salary, provide training and development,
provide them better working environment, help employees in their career planning and also give
flexible working so that they can balance their work and life efficiently. Employees should also
help company so that business can achieve long term and short term profits and company is also
responsible in providing good customer service.
Social performance:
When organization is framing the guidelines then they must include heath related policies which
can protect health. Company should respect the society and their customs and should not carry
any activity which hurt the society. Corporate social responsibility should be done by the

company as society comes in stakeholders for which company have responsibilities. CSR also
help company in building their strong image in front of community.
Environmental performance:
Organization while using natural resources should use them effectively. They should not waste
the resources. Company should not carry any activity which hurt the environment. Protecting
environment is the responsibility of organization. Business should regular check that their
activities are not polluting the environment. If company want to survive for long term then
sustainability is must.
Responsible leadership:
Business leaders is the challenging profile and the responsibilities which they have taken
should suit the organization and society as value can be enhanced through responsible approach.
Responsible leaders should make sure that organization achieve sustainability by facilitating
healthy workplace environment which will result in building trust. Responsible leaders think
about the company and their growth and also take measure through the stakeholders can be
benefited. They follow guidelines of company and make sure that it is not violated by their
workforce or by them. Leaders are also responsible for motivating their staff so that effective
results can be obtained.
CLD framework:
it is the theory for responsible leadership which have four dimensions:
direction:
Direction means when leader guide their team members regarding how work should be done so
that company's objectives can be achieved. Team members know their work and with the help of
leaders make strategies that how business can achieve its goals.
Engagement:
it is related to identity (Li and et.al., 2017). Guidance which is provided by their leaders in such
ways that employee become motivated which will increase their productivity.
Alignment:
When leaders do conversation with their team and give information about roles and
responsibilities. Alignment should be done carefully so that target can be achieved.
Renewal:

Here leaders more focus on learning culture. As coordination have to be build among leaders and
team members.
Implication of organisational responsibility and responsible leadership on:
Private institutions:
In private company responsibilities are on higher authorities. Leaders divide work
according to the capability of the workforce. Pret a manger is the private company and their
leader make sure that task is accomplished in effective manner. Company is also responsible for
providing good customer service as company deals in fast foods and if good customer service is
provided by them then it will increase their brand value. Company is also responsible towards
society. They should do corporate social responsibility. Unlike public company, private company
does not care much about society as objectives of private company is making profit.
Public institutions:
Public company are those companies which is large in size as compare to private
company. Public company are listed on stock exchange and individual or public can purchase
share of the company. As the public company is large is size then their organizational
responsibilities are also more. Responsible leaders plays vital role in these types of organization.
Leaders have many responsibilities and have to monitor performance of the team members of
that goals can be accomplished. Towards community public company have responsibility.
Society have lot of expectations with the company that the company will do corporate social
responsibility effectively.
Third sector institutions:
Third section institution is the voluntary company. These type of company which include
NGO work for the society only. There main aim is to make earth happy and safe place to live.
The company so not care about profits and does not carry any activity only for maximizing
profit. Here organizational responsibility is towards society only (Cheema Afsar and Javed,
2020). They work on common issues which can be health related or can be environment related
issues. Some NGO provide free of cost medical treatment to old age people who cannot afford
whereas some voluntary company provide free education to poor children. Leaders are highly
responsible in such institution. There activities are monitored by high level and those activities
which hurt the society are not tolerated.

3. Benefits of CSR delivery for the company and the wider community
Corporate Social Responsibility (CSR) is basically the self regulating model which is used
in the businesses which helps the company to become socially accountable not only to itself, but
also to its stakeholders and the public (Agudelo, Jóhannsdóttir and Davídsdóttir, 2019). It is also
known as corporate citizenship which helps the company to analyse its impact on the different
aspects of the society including the social, economic and environmental. If the company involves
in CSR, then it means it is enhancing the society and the environment instead of impacting them
negatively (Yan, 2020).
Pret a Manger performs its operations in the competitive sector of takeaway coffee and
sandwiches, has succeeded in riding the growth of the ethical consumers for carving a lucrative
niche for itself. It was started by group of friends named Julian and Sinclair with no experience
of business in 1986. In-spite of this, the company gained the annual revenue of 450 million by
offering the sustainably sourced, fresh, additives free and tasty food delivered very fast (John,
2016).
Figure 1: Logo of Pret a Manger
Source: Pret a Manger, 2021
The main aim of the company was creating proper sandwiches with as little as preservatives,
additives and chemicals which can also be highlighted in the logo of the company where the
natural and organic are used in the messaging in the experience at the cafe. It can also be seen on

the packaging, menu, posters on walls, windows and everywhere at its cafes which forces the
customers to feel that the cafe really cares about sustainability.
The company takes sustainability so seriously not only in the recipes and the packaging but also
in their shops and the supply chain. The company has a policy of the Zero Landfill for all its
shops in UK since 2012 which allows the customers and the team members to recycle the bottles
and cans in the shop and cafes. Pret a Manger also financially supports and participates in the
action programmes in the community such as Glasgow Cup, Cup Recycling Scheme, Leeds by
Example and many more (Waldron, 2021). The company has also taken a pledge to make its
packaging 100% recyclable, compostable and reusable and for that the company is finding
various innovative solutions like packing done by cardboard and paper and many more. Not only
this, it has also removed the single use plastic from the plastic knives, straws, teaspoons, forks
etc. and replaced with the pesky plastics etc. More than 250 shops of Pret a Manger have the
filtered water stations not only for the Pret customers and employees but for everyone who
passes by can get it for free.
Furthermore, it was also observed that Pret a Manger also donate the food which remains unsold
at the end of the day to the charities by making us of its foundation named The Pret Foundation.
The company partners with the local charities and in UK the foundation vans takes the
responsibility for collecting and delivering the food every night to more than 100 hostels and the
charities which helps in supporting the homeless people (Pret, 2020). This is how; the company
contributes positively to the community as well.
When the sourcing comes into play, the company does not lag behind promoting sustainability in
this field also. The company is committed for its organic coffee and the quality ingredients by
working with the suppliers, peers, charities and the farmers worldwide and source the
environmental, economic and the social issues. Pret also makes use of its coffee fund in
supporting the coffee farmers to build a sustainable business. It also commits to improve the
animal welfare and also signed to the European Chicken Commitment. The Pret shops are also
constructed by keeping sustainability in mind. The tables and counters are made of Oak and
wood which are taken from the forests accredited by FSC (John, 2016). The kitchens of these
cafes are powered by the solar, wind and hydroelectric energy so all the operations of the
company are performed by keeping sustainability at its heart (Pret a Manger & CSR, 2020). The
coffee served by the Pret is completely organic and the coffee fund is used in developing long

term relationships with the farmers and share farming practices which are sustainable. Pret has
also designed a course in Peru for educating, supporting and inspiring the next generation coffee
farmers so that they can build their own sustainable business through coffee farming.
Not only this, the company also gives 50% discount to the customers if they carry a reusable cup
with them which not only enhances the brand image but also impacts the environment positively
(Pret a Manger & CSR, 2020. The company also sells the reusable cups and the new packaging
of coffee is also completely recyclable. Veggie Pret is the new and innovative initiative taken by
the company so that there is no compromise with the taste of the customers as well as the impact
on the environment and animals. The main mission behind this is to make meat free food so that
everyone can enjoy this including the vegan-ish, plant based or anyone.
Besides this, Pret a Manger also realizes the need to reduce the carbon-footprint. For this, among
335 Pret shops, 194 have installed the AMR’s which are the smart meters. The accurate data
regarding the consumption is sent to the HQ which uses this information to gather understanding
regarding the energy use at the Pret’s shops throughout the day. This is why it is a part of
CRCES scheme which is The Carbon Reduction Commitment Energy Efficiency Scheme (John,
2016).
Pret also sends the waste from the kitchen and the coffee grinds to get composted so that it can
be turned into energy. The Project named Kill-A-Watt is also working by involving 10 Pret
shops which tests the equipments and analyse whether they use large amount of energy or not.
The equipments which do use are not used then in the new and the refurbished shops of Pret a
Manger. This will help in reducing the Prets carbon footprint and also attracts the customers who
are concerned towards the environment and the community (Crane, Matten and Spence, 2019).
This is how; Pret a Manger delivers CSR in so many ways which benefits not only the company
but also the customers, environment and the whole community.
4. Social media practises
Pret A Manger is a UK based restaurant which uses social media for attracting more
customers. They use social media platforms such as Facebook, Twitter, and Instagram to
advertise their restaurants with help of attractive picture and posts of their restaurant and food.
This is essential because competition in case of hospitality industry is huge. Thus, when ever the
company launches a new product on has some kind of offer towards its services a post is

mandatory in social media platforms to connect to their regular customers as well as attract new
ones.
Social Media has turned more into a platform of promotion over past few years, Due to
the reason of indulgence of major part of our society into it (Michopoulou and et.al, 2019). All
the competitors of Pret A Manger use social media for advertising and promotion which makes it
more important for the company to use social media platforms. Social media's are also used for
the purpose of marketing by providing special discounts over the social media's to those
customers who are subscribed to the companies ID. These platforms can be used by the company
for receiving feedbacks from the customers so that they can improve their product quality.
With the help of social media this hotel can spread all the relevant information which is
necessary for the customer to know like – how many empty rooms are available in the hotel
specially on the weekends so that they may visit with their families to enjoy their weekends and
holidays . Apart from this if this hotel is active on the social media, customer may give their
valuable feedback so that they the hot5el know their drawbacks and try to resolve them so that
they do not lose their potential customers.
Besides this, if the customer is giving negative feedback about this hotel, so instead o9f
ignoring them, Pret a manger should trying to find out their loop-hole like on which point they
are lagging behind because the hospitality industry is fully based on providing services, so when
the hotel receives so many negative feedback from its potential customers they should make
necessary changes so that other guest do not have to face the same issues (Io and et.al, 2020). If
any customer write negative about the hotel on their website, so it is the responsibility of hotel to
check out the reason, and make them believe that their issues and problems will get resolved.
Apart from this, with the help of social media practises, this hotel can spread some
pictures that how they are dealing with corona virus and how they are taking care of their
customer so that no one get infected, apart from this hotel can spread the information on their
website that they are only allowing 50 % of visitors to stay and if anyone wants to be in this hotel
they can do pre- booking so it becomes possible for the hotel to manage. Apart from this to
attract the customers and visitors this hotel is providing discounts and offers when anyone does
booking buy using social media practises.
Furthermore, it was observed that the Pret has taken an innovative initiative by launching the
Veggie Pret which was basically a restaurant location which is completely dedicated to the vegan

menu items and the vegetarians. This popup was so successful just because the company brought
the community in the conversation while deciding the approach. It was all initiated through the
blog post from the CEO of the company Clive Schlee. The blog was actually related to decision
for closing the veggie prêt or to continue this. Then, this was tweet on the Twitter by the CEO so
that suggestions and the feedbacks could be gained regarding the demands of the people for
Veggie Pret. The consumers can also become aware about the change in the menu items
according to their feedbacks given through the official Twitter handle of the company (Gioglio,
2021). This not only offered great potential for the direct feedback but also allowed the
customers to speak freely as they were sure that their feedbacks will be valued and considered.
This can also help the company for increasing its customers’ loyalty and also the satisfaction at
the time of identifying the brand advocates.
This was considered as the example of brand expansion as the values and the business model of
the company remained same but the company expanded its channels which developed a level of
change. The presence of Pret on Social media helps in driving its reputation for good nature and
reliability. The CEO of Pret also updates the company blog regularly and also makes the
enthusiasts aware of the same. Not only these updates, but the store locations are also updated
along with the announcements for the future ventures (Michopoulou and et.al, 2019).
Vegetarianism is huge on the social media which proved to be lucky for the Pret. The company
also makes use of the opportunity to involve itself in the massive and huge community of the
food lovers across Pinterest and Instagram. This is how the company need not to depend on the
social media for extracting the data instead can directly participate in the same. This is how;
every customer interaction on the social media platforms must be treated as an opportunity which
can help in delivering the positive experience.
CONCLUSION
The above report shed light on the Pet a Manger which is a franchise chain sandwich
shop in UK which is also referred as Pret. The report was initiated by highlighting the different
leadership styles which are used in the organisations such as autocratic, authoritative,
democratic, bureaucratic, Laissez faire and many more along with the leadership style which is
followed by the leaders at Pret shops. This was followed by critically evaluating the application

of the concepts such as organisational responsibility and the responsible leadership in context
with the Pret Company. The report also critically examined the ways in which Pret delivers the
CSR and benefits itself and the wider community. This concluded that the sustainability is the
major concern in Pret which is why the company keeps the same in the mind while taking any
initiative and performing any operations. Lastly, the social media practices of Pret were
highlighted along with describing its implications for better experiences of customer and their
satisfaction.

REFERENCES
Books and journals
Agudelo, M.A.L., Jóhannsdóttir, L. and Davídsdóttir, B., 2019. A literature review of the history
and evolution of corporate social responsibility. International Journal of Corporate
Social Responsibility. 4(1). pp.1-23.
Cheema, S., Afsar, B. and Javed, F., 2020. Employees' corporate social responsibility
perceptions and organizational citizenship behaviors for the environment: The
mediating roles of organizational identification and environmental orientation
fit. Corporate Social Responsibility and Environmental Management,.27(1). pp.9-21.
Crane, A., Matten, D. and Spence, L. eds., 2019. Corporate social responsibility: Readings and
cases in a global context. Routledge.
Gao, Y. and He, W., 2017. Corporate social responsibility and employee organizational
citizenship behavior. Management Decision.
González-Rodríguez, M.R. and et.al., 2019. Hotels’ corporate social responsibility practices,
organizational culture, firm reputation, and performance. Journal of Sustainable
Tourism. 27(3). pp.398-419.
Io and et.al, 2020. Social Media Comments about Hotel Robots. Journal of China Tourism
Research.16(4). pp.606-625.
Li, D. and et.al., 2017. Effects of corporate environmental responsibility on financial
performance: The moderating role of government regulation and organizational
slack. Journal of Cleaner Production. 166. pp.1323-1334.
Maamari, B.E. and Majdalani, J.F., 2017. Emotional intelligence, leadership style and
organizational climate. International Journal of Organizational Analysis.
Michopoulou and et.al, 2019. Hotel social media metrics: The ROI dilemma. International
Journal of Hospitality Management,.76. pp.308-315.
Nguyen, T.T. and et.al., 2017. Effect of transformational-leadership style and management
control system on managerial performance. Journal of Business Research. 70. pp.202-
213.
Purwanto, A., Asbari, M. and budi Santoso, P., 2019. Influence of Transformational and
Transactional Leadership Style toward Food Safety Management System ISO 22000:
2018 Performance of Food Industry in Pati Central Java. Inovbiz: Jurnal Inovasi
Bisnis. 7(2). pp.180-185.
Waldron, S., 2021. Corporate Social Responsibility is not Public Relations: How to put CSR at
the heart of your company and maximize the business benefits. LID Publishing.
Xie, Y. and et.al., 2018. Leadership style and innovation atmosphere in enterprises: An empirical
study. Technological Forecasting and Social Change. 135. pp.257-265.
Yan, M., 2020. The Role of Government and Regulation in Corporate Social Responsibility: The
Case of China. Columbia Journal of Asian Law. 33(2). pp.264-294.
Online
Gioglio, J., 2021. Why Pret a Manger Is Using Twitter to Plan Its Next Move. [Online].
Available through: <
https://www.convinceandconvert.com/social-media-case-studies/why-pret-a-manger-is-
using-twitter/ >
John, M., 2016. Effective Sustainability Strategies – Case Study #1: Pret a Manger. [Online].
Available through: <
1

https://sustainablebrands.com/read/marketing-and-comms/effective-sustainability-
strategies-case-study-pret-a-manger >
Leadership Styles., 2021. [Online]. Available through:
<https://www.mindtools.com/pages/article/newLDR_84.htm>
Pret a Manger & CSR, 2020. [Online]. Available through: <
https://marketinginpractise.wordpress.com/2015/02/28/csr/ >
Pret a Manger, 2021. [ONLINE]. Available through: < https://logos-download.com/3762-pret-a-
manger-logo-download.html >
Pret, 2020. [Online]. Available through: < https://www.pret.co.uk/en-GB/sustainability >
2