Leadership and Management for Service Industries: Mario Hotel Report

This report delves into the critical roles of leadership and management in fostering efficiency and sustainability within the service industry, particularly within the hospitality sector. Using Mario Hotel as a case study, the report examines essential leadership and management skills, including hard and soft skills, communication, teamwork, and problem-solving abilities. It assesses the current management and leadership skills, explores future requirements, and provides insights into achieving these skills through technology management, soft skill assessment, and diverse team management. Furthermore, the report analyzes change management systems and leadership's role in implementing change within service industry organizations. The comparison with the Hilton hotel is also included. The report underscores the importance of adaptability and continuous improvement for success in a competitive environment, providing a comprehensive overview of effective leadership and management practices.

Leadership and
Management for
Service Industries

INTRODUCTION
Leadership and management in an organization play an essential role in achieving
efficiency and long-term sustainability in a competitive environment. Leadership and
management roles have been found to help a organization optimize productivity and profitability
in a suitable manner (Dhar, 2016). This allows accomplishing corporate objectives and targets
over a given period of time. Leadership requires a mechanism through which a individual
controls people through order to accomplish their goals and to provide advice in order for the
business to remain successful. In the other side, administration promotes the control and
coordination of all corporate tasks. The project report is based on a company which is related to
hospitality sector. The chosen company is Mario hotel. The air-conditioned Hotel Mario is
situated in a conventional house next to the market square, right at the doorstep of Castle Garden,
100 meters from Castles Led nice and its Natural wonders. Under the report task B has been
covered that consists detailed information about leader ship skills, change management, use of
these approaches in hospitality sector companies. In the further part of report this hotel has been
compared with another hotel Hilton.
MAIN BODY
Current management and leadership ‘hard and soft’ skills.
Skills- A skill relates to a person’s capacity to behave and the consequences sometimes within a
specified period of money, resources and time along with both. It can be found that the abilities
are split in two parts, one of which is hard skill and the other soft skill. These skills are too
essential for success of an organization. This is so because if employees of an organization will
be skilled then it will be easier for them to boost own efficiency and productivity.
Hard skills- Various skills and knowledge, such as teaching, reading or the usage of computer
programming, may be taught and assessed. These all skills are known as hard skills. Hard skills
are said to be very necessary in order to improve the operational efficiency of an individual who
boosts his sense of happiness (Shin and et. al., 2015). But hard work alone cannot be effective in

a meaningful way. For example, the accountant of Mario hotel has ability to record all financial
transactions on computer. It indicates that their accountant has hard skills due to which he
records all financial transactions in a systematic manner.
Soft skills- Soft skills incorporate skills of individuals, cognitive ability, skills in conversation,
temperament or personality, personalities, jobs characteristics, and scores, among other items,
which allow people to communicate, function well with others, achieve their performance and
create hard skills. Soft skills incorporate skills. The Collins English wording describes 'soft skills'
as 'wanted attributes for those categories of jobs which are not based on learned knowledge:
common sense, natural capacity and a constructive versatility. For example, the human resource
manager of soft skills which is that he has ability to deal with new customers. It becomes
possible because manager has ability to make proper communication with guests who visits in
hotel.
Assess leadership skills: Leadership qualities are those strengths and capabilities that help
people monitor, mentor and guide their staff in the attainment of objectives. The leader the Mario
hotel has range of skills in order to manage their subordinates. Herein, below some key skills are
mentioned that are as follows:
 Leadership skills- A leader is an individual person, who wants all kinds of expertise to
connect, collaborate and exchange knowledge efficiently with their team mates. In
addition to difficult skills such as technical skills and many other educational materials,
soft skills are necessary. In reference to the Mario hotel the group's leadership is claimed
to be very successful, such that its predetermined goals can be quickly accomplished and
improvements introduced.
 Communication skills- Communication involves the transfer of definitions between
persons and communities by the use of signs, signals and semi-regulations that are
commonly recognized. This is one of the mandatory skills for leaders so that they can
spread their message to employees. The leaders of Mario hotel has effective
communication skills in order to deal with day to day tasks and issues.
 Teamwork skills- The skill sets of teamwork definitely work well with others all through
discussions, projects, conferences, or other collaborative partnerships (Nieves and

Segarra-Ciprés, 2015). The willingness to connect effectively, listen fully, be accountable
and be truthful relies on teamwork. The leader of Mario hotel has ability to work in teams
and manage staff to work accordingly.
 Problem solving skills- Problem analysis capabilities in leaders to help discover an
appropriate approach to the root of the problem. While problem solving is sometimes
known as an individual skill, many related help plan to this capacity. The leader of Mario
hotel has enough skill to solve the problem regards to decision making.
Assess management skills- Management skills may be described as the qualities or abilities of a
person in order to perform the activities in an organization. This involves an organization's
willingness to conduct administrative functions when mitigating disasters and addressing
conflicts efficiently should they do. The manager of Mario has below mentioned skills that are as
follows:
 Greater self-awareness skill- The term self-awareness skill refers to the capacity of one to
be conscious of or acknowledge one’s thoughts, attitudes, values, motives and other
attributes, such as abilities and vulnerabilities, so that they can perceive and consider one
another as a particular person. The manager of hotel Mario has self awareness skills by
which he assess own potential.
 Good communication skill- The good communication skills include effective listening,
straight talking, stress management skills etc. The manager of above hotel has good
communication skills which motivates others.
 Emotional Intelligence skill- The ability to comprehend, use and manage emotions in
healthy ways, interact efficiently, empathize with others is known as emotional
intelligence skill. The manager of above Mario hotel has emotional intelligence skills in
order to deal with emotional situations.
 Ability to delegate task- In a work context, delegation is usually the change from director
to subordinates of accountability for a mission. The management actually decides to
delegate. But a staff member sometimes volunteers to play an increased role. The
manager of Mario hotel has ability to deal with typical tasks in an effective manner.

 Team building skill- Teamwork skill is a collection of various kinds of activities to
promote and identify team members, often featuring work activities. The manager of
Mario hotel has ability to build own team of staff members (Huang and et. al., 2016).
 Listening skill- Listening is the able to obtain and receive notifications correctly during
the effective communication. Any good communication is essential for listening.
Notifications are potentially misleading even without willingness to hear efficiently.
Listening effectively is an ability that encompasses all beneficial interpersonal
interactions. Such as the manager of above Mario hotel has effective listening skill in
order to deal with different managerial conflicts.
Future management and leadership skills required by the service sector and how these can be
achieved.
Future management and leadership skills- These skills can be defined as those capabilities which
are needed for making plans for future time period. It is essential in the service sectors’ managers
to have these skills. Herein, below these skills are explained in such manners that are as follows:
 Technology management skill- Technology management skill is a set of management
techniques that allows companies to handle their specific technologies to achieve
competitive advantages (Psomas and Jaca, 2016). The role of technology management
skills in the company is to comprehend the value for the company of certain innovation.
Continuous product advancement would be of benefit as long as consumer demand is
present, which ensures that a company will be willing to negotiate over whether to
engage in technical growth and when to remove. Like the manager of above Mario hotel
has technology management skills in order to deal with new innovation in the market. On
the basis of this skill, they introduce new technologies in their hotel which enhance
customer service.
 Soft skill assessment skill- This is defined as a type of skill which is related to analysing
own soft skills such as communication, ethics. Basically, this type of assessment is too
crucial for managers in order to do modifications in accordance of need of organization.
Such as the manager of above Mario hotel has soft skills that helps in the future
management. Basically, in the absence of this skill it can become difficult for companies

to manage different kinds of tasks. Specially, in the hospitality sector companies it is
essential for managers to have these skills in order to serve clients.
 Diverse team management skill- Diversity management consists of valuing diversity and
understanding what each individual contributes to the team. That is not enough to taking
away; to build a viable team, users must foster an open community (Jaca and Psomas,
2015). Manager requires commemorating and not just accepting differences between
individuals. In the context of above Mario hotel’s manager this is essential for managers
to have diversity management skills of team so that a friendly environment can be
created.
 Transparency- It is the act of showing actual data to client without any modification in
actual data.
 Result-only work focus- The result carries or by university focused on those works which
have shown poor or bad results.
 Out-centric leadership principles- Leadership include some decisions which helped him
not only solving the problem but also show outstanding performance.
 Emotional Intelligence- It is the practice of become emotional stable without showing
others his gratuity.
All the above stated skills help in attaining desired goals and objectives in an effective
manner. It is very essential for the management team to consider all the skills related to
leadership and management in an appropriate manner so that they can grab positive results from
this in near future. In addition to this, it has also been identified that there are both internal as
well as external factors which have their own impact on the overall performance of the
management within Marriott Hotel.
Discuss how the management skills and leadership skills can be achieved.
Management skills and leadership skill leadership can be achieved. In new businesses,
"management" is often guaranteed "everything that needs to be done alone to keep things".
However, even your business has grown and remains healthy, you need to master some basic
skills in management and leadership, which helps you avoid crisis situations where you need to

do "everything you need to stay afloat" . The basic skills are problem solving and decision
making, planning, meeting management, delegation, communications and self-management.
These foundations are also the foundations from which to use more advanced practices in
management and leadership. When organizational staff struggle, it is often because they have
forgotten the basics, not because they are not implementing techniques described in management
and leadership.
Evaluation of different service industry organizations change management systems and
leadership in implementing change
Change is the process of modification and alteration in existing system due to objective of
getting something better or improvement in process.
Organizational change is the development of a company, starting with one situation and then
the next. The change in the terrain requires constant change within the society operating in that
context. Change can be prevented in almost every part of an organization's activity and different
associations can provide multiple responses to both change and how to bring about change. In all
likelihood that the necessary changes are activated, it is possible to take some measures that have
been shown to reduce employee tensions and facilitate the mode of change. Consistently, the
basic visualization to remind manufacturers of the change process can certainly reduce new
strategies. In some societies, this level of inclusion is beyond imagination, and instead societies
can select only a few decision makers to promote the benefits of impending changes.
Organizational change may require several structures. It may involve a change in the
organizational structure, methodology, procedures, systems, innovation or culture. The change
may have been delayed too long or it may have been limited by society due to movement in the
ground. Gradual change can be radical and rapidly change the way society operates, or it can be
gradual and mediocre. However, with little regard to type, change implies abandoning old ways
of working and engaging in new ways. For this reason, at a very basic level, it is an approach that
involves the powerful people of managers.
The change or modifications taking place within business organisation needs development in
the management and leadership skills according to the modifications arise in needs and demands
of customers at marketplace. It has been identified that due to both internal and external factors,

management style of an organization highly influence in both positive and negative way. In case
of internal factor, changes in organizational structure affect the overall management style. It has
been said that development in the leadership skills can be in terms of situational leadership skills
and transformational skills where leaders can modify their skills and working pattern as per the
nature of demands. Whereas on the other hand, management skills needs to be modified as per
the requirements of current market situation and trends. For instance, if there is modifications
arise in the organization structure, then it us said that the whole style of management need to be
modify in order to gain positive outcomes. Apart from this, if we talk about external factors
changes in legal policies create negative impact on the overall current management style. This
highly affects the cost and working environment of the company in a negative manner.
Types of Organizational change
1. Organization-Wide Change: Organizational change is a huge change in scope that affects the
whole organization. This could include a reconstruction initiative, including another strategy, or
present another business innovation. Such a huge change in scope will be felt by every single
worker. Be that as it may, as the residue settles, you can start seeing updates. Hierarchical change
can be a marked marker in seeing how far maintained approaches have become obsolete or
reflect the changing nature of an organization. Realize a fruitful association Request for complete
change of organization and correspondence throughout the association. Regardless of whether
the results are safe or negative, they depend on your authoritative modification procedures and
their execution. For explicit programming, an advanced selection arrangement is a basic device
for updating expansive changes.
2. Transformational Change: Transformational change is primarily aimed at an authoritarian
mode of organization. The organizations best suited to resist rapid changes in their sector are
skilled, multi-faceted and willing to change the course of action in case they need it. The
procedures for managing transformational change must register for the current situation and the
course an organization intends to take.
3. Personnel Change: Spontaneous switching is constantly identified as primary activity after
periods of surprise. Although unexpected change cannot be expected, it tends to be handled
resolutely. Organizations are also undergoing an unprecedented change.

4. Unplanned Change: Planned change occurs when an organization experiences major
development or cuts. Each of these authoritative changes can cause a major shift in the
commitment and service representative. The risk of cuts causes horror and discomfort among
individual workers, and pioneers should expect the safety of workers to continue.
5. Remedial Change: Leaders introduce therapeutic changes when they differentiate the need to
address the inadequacy or performance of a useless group. Different types of regenerative
activity may involve the study of methods that can be established for a long time but which are
not, at this stage, fruitful. Problems resulting from a campaign, such as a recently appointed CEO
who ends up not being helpful to the organization, may require a therapeutic change. Although
drug change efforts need to be tailored to the specific case under consideration, they still require
powerful classification change techniques to be successful.
Above mentioned are some sort of changes which might arise due to both internal and
external factors. In reference to the present context of Marriott Hotel, management team face
these sort of changes which have their own positive as well as negative influence on the overall
management style and structure. Therefore, it is quite essential for the higher authorities to keep
their eye wide and open and adopt all the changes in an effective manner so the impact gain by
them are positive rather than negative impact.
Discuss management of successful implementation of change as a leader
Initiate: Once they understand the need for change, pioneers of viable change begin by
demonstrating the justification for the change they are seeking. This can include assessing the
business environment, understanding the purpose of the change, building a unique perspective
and desired outcome and a common goal difference.
Strategize: Effective pioneers have created a realistic methodology and business plan, including
needs, event courses, commissions, resources, practices and resources. They understood what
could change, but more so than what might be equal. The pioneers said that they were not
productive that they had forgotten to listen to the questions and concerns enough, and that they
had forgotten to realize them from the very beginning.
Execute: Defining a death procedure is one of the most important things that pioneers can do. In
our study, the pioneers of productive change focused on bringing key people to key positions (or

emptying them from time to time). In addition, they separated large tasks into minimal success to
gain early earnings and accumulate speed.
Different change management systems:
Mario Hotel applies Lewin’s change management model; according to which after finding the
problem or need to change in organization either for earning profit or reduce errors, hotel
implements three stage type steps which are:
Unfreeze: This is the first stage and all old process has to be changed; Mario Hotel get prepared
for desired change in staff and hotel rooms.
Change: This is processing stage where all necessary strategies apply to make successful change
in the organization.
Refreeze: After confirming that all required changes have been done then the current process
have to freeze again.
Hotel Hilton prefers Mckinsey 7 S Model; according to which there are seven stages of
implementation which are strategy, structure, style, staff and skills.
Approaches to effective leadership in managing change
Situational approach: This approach is related to leadership and the leadership support
dimension. The need for management and support subordinates can be high and can be similar.
Subject to this requirement, directors may determine their competence and commitment when
performing subordinate officers in a particular activity.
Transformational approach: Transformational leadership is generally a new approach to
management based on how pioneers can make significant and positive change in their wills.
James MacGregor Burns previously introduced ideas of transformative authority when
discussing political pioneers, but this term is currently used when studying societies as well.
Practices reflected two styles of authority: value-based and transformational.
Inspirational approach: An inspirational approach is to animate and enable knowledge of the
east from the west and a reason for agents and energy and a force for change. It involves energy

people looking to come up with a compelling vision of what they will be grasping and
incorporating NRC features into every aspect of their work.