Leadership and Management in the Service Sector: Case Study Report

This report provides a comprehensive analysis of leadership and management within the service industry, focusing on the application of classical management theories, different leadership styles, and the influence of internal and external factors on organizational structure. The report examines the bureaucratic, scientific, behavioral, and human relations theories, and explores leadership styles such as authoritarian, participative, delegative, transactional, and transformational leadership. It also analyzes the management and leadership approaches within a specific service sector organization, the 11 Cadogan Gardens Hotel, considering both internal elements like mission, communication, and organizational structure, and external factors including political, social, technological, and economic influences. Furthermore, the report discusses contemporary leadership skills and the skills required for the future of the service sector, offering insights into how these skills can be acquired and implemented to improve management systems and adapt to change. The report provides a detailed overview of the chosen organization and its application of various management and leadership styles.

Leadership and Management
for Service Industries

Table Of Contents
INTRODUCTION
P1 Evaluate about the dissimilar classical administrative thesis and implement it in the service
sector
P2 Describe about the part of the leader and its about their dissimilar direction style in the
context of service sector
P3 Analyse the administrative and direction manners in a particular service sector organisation
P4 Evaluate about the inside and outside elements that influences the administration manner
and structure for a particular service industry organisation
P5 Evaluate about the contemporary administrative and direction “firm and mushy expertise”
which gives the evidence from the particular service sector organisation
P6 Describe about the later administrative and direction expertise which is needed by the
service sector and how it can be attained in a positive manner
P7 Compare the different service industry organisations for the purpose of change
administrative systems and direction in implementing change
CONCLUSION
REFERENCES

INTRODUCTION
Leadership is a very important key role in the service industry. Without having a leader
it is very difficult to give direction for the vision and goals of the company. Leadership
is the quality which commands the working of an organisation. It takes care about the every
step taken by the organisation and the procedure followed by the organisation to achieve
their objectives. (Ryan, C., 2015). In this report, the analysis has been done on the classical
management theories and about the part of the leader in the organisation and also about their
different leadership styles used in the service sector. Its about the different factors which will
influence the management styles and structures. The research has been done on the different
kinds of skills. The research has also been done on the futuristic leadership skill which will
require in the service sector. The chosen organisation or hotel is named as 11 Cadogan
Gardens Hotel. It is located just off Sloane street in the heart of Chelsa. It is one of the top
hotel of the United Kingdom. 11 Cadogan Gardens has a unique and rich heritage forming
part of the historical Cadogan Estate.

P1 Evaluate about the dissimilar classical administrative thesis and implement
it in the service sector
There are majorly four types of classical management theories which has been discussed
in the following manner:
l. Bureaucratic Theory: This theory was given by Max Weber. It relates to the formal
hierarchy in the organisation where many tasks have been delegated to individuals and
departments. (Mahadewi, N.M.E. and Bali, S.. T. P).In the bureaucratic theory, the key
idea is regarding the division of labour. In the service sector, it has been implemented in
the hotel through distributing the work into equal manner to each and every employee of
different departments by the manager.
2. Scientific Management Theory: This theory was given by the Fedrick Taylor. This
theory helps in improving the organisation’s level of task completion through different
types of analysis which includes scientific, engineering and mathematical. It can be used
in the organisation for the learning purpose. This theory can be implemented in the hotel
in terms of financial and budget planning of the hotel where lots of analysis and
calculations needs to be done.

3. Behavioural Management Theory: This theory was given by the Chester
Barnhard. All the approaches has been used in the best interests of the company
as well as the workers. With the idea of this theory, the manager needs to
understand the worker needs within an organisation. (Almomoni, M. A. and
Alkhalayleh, W. A., 2021). This theory can be implemented in the hotel by
making improvement in the behaviour of the staff members and by giving
training to their employees regarding the communication skills. The training can
also be given with respect to how to react in emergency situations with their
customers. Through all these kinds of activities the theory can be implemented
in the hotel in the positive manner.
4. Human Relations Theory: This theory was given by the Mary Parker Follet.
This theory develops a kind of self awareness about their personality and also

This theory can be implemented in the hotel with the support of conducting the
programs to help in understanding the human relations within the workplace.
(Barcan, M., 2019). Through seminars, understanding can be developed with
respect to the productivity, improving morale and good ethical actions.With the
help of these seminars and programmes the relations among employees of the
hotel can be improved in a positive manner.In this way, all the theories can be
implemented in the positive manner within the hotel for their further growth
and development.

P2 Describe about the part of the leader and its about their
dissimilar direction style in the context of service sector
Leader role is very important within the organisation and in the hotel. Because
leader provide the most clear and defined path to their employees. Leader
wants to ensure that all their followers understand, hold and work towards
their objectives into a positive manner. They also provide encouragement,
enthusiasm, motivation and courage to take risks in their life. Leader also have
the clear vision due to which they are most probably successful in achieving
their targets. (Agarwal, and et.al., 2015).

Leader respect their followers and define them a well-planned strategy so that they
can understand the company’s growth, communicate it with their team members
and help everyone to fully understand their unique role in the organisation. Its very
important for maintaining the consistency towards the work that have some plan for
the future leadership of the company. There are five different types of leadership
styles in the service sector which has been described in the following manner:
 Authoritarian Leadership: Under this type of leadership style, it allows a leader
to impose expectations and the defined outcomes. Within the team when one
person is so knowledgeable then it turn out to be successful in situations. When the
input from the team is limited then creativity will be sacrificed, although it is an
efficient strategy in time constrained periods. The 11 Cadogan Gardens hotel is so
famous and it has some standards due to which this type of style can be
implemented in the hotel to have some standards and benchmarks which needs to

 Participative Leadership: Under this type of style, the main aim is towards the
involvement of team members in the decision making process. This type of style is
rooted into the democratic theory. In this way, team members feel like that they are
involved in the process, engaged and motivated towards achieving their goals. (Sunder
M, V., 2016). This theory can be implemented in this manner that involve all the staff
members while making any big decision for such a big hotel so that everyone consensus
and point of views can be involved due to which it helps in taking the right decision.
Delegative Leadership: This theory is also known as the laissez-faire
leadership. This style of leadership focuses on the delegating initiative of the
team members. (Schuchmann, D. and Seufert, S., 2015). This style can be
implemented in the hotel through dividing and changing the responsibilities on
the weekly basis so that employees take initiative to perform better in a more
understanding and effective way.

Transactional Leadership: Under this type of leadership style uses the
transactions between the leader and their followers. This can be done in the form of
rewards, punishments and exchanges to fulfil the job responsibilities. This is a kind
of give and take leadership style which is more concerned with the established rules
and procedures in an efficient manner. This can be implemented in the service
sector through performing their daily tasks and rewarded on the monthly basis.
Transformational Leadership: This type of leadership is that where leaders
inspires their team members or their followers and encourage them to achieve their
goals.
This can be implemented in the service sector through conducting seminars
and motivational programmes which will help in achieving the organisation
objectives.

P3Analyse the administrative and direction manners in a particular
service sector organisation
There are five major leadership and management styles that can be implemented in the
service sector or in the hotel which can be described in the following manner.
First is the Authoritarian type of leadership where the hotel can implement this theory
in
such a manner that they have particular standards and some particular marks through
which hotel services has been defined. (Wang, and et.al., 2019). Due to this reason
hotel
has to always maintain this standard. Second is the participative type of leadership
where it is important from the senior authorities of hotel to consider the team members
or staff members while taking the decision when it specially for welfare of their
employees. Third is the delegative type of leadership where the hotel can conduct or

Fourth is the transactional type of leadership where employees has been rewarded
on the monthly basis for giving their best efforts towards the hotel and also can be
rewarded in the manner for managing the services even in the emergency
situations.
(Lindlbauer, and et.al., 2016). In this way, this leadership can be implemented into
the hotel working area or on the employees. Fifth leadership is the transformational
leadership it can be implemented on the hotel employees in such a manner that
through the support of digital media and video conferences the employees can be
encouraged in the form of achieving their own goals and for the hotel also. The
leader can support their team members who are working in the hotel by always
remembering and motivate them to achieve the organisational goals. In this way all
these leadership styles can be implemented in the hotel in a positive manner.