TLH 343 Term 3: Leadership and Management in the Hospitality Sector

This essay critically analyzes leadership and management approaches within the hospitality and tourism industry, specifically focusing on the TUI Group. It examines the evolving role of leadership and management development in the context of technological advancements, including the impact of virtual leaders and the challenges and opportunities presented by automation and artificial intelligence. The essay explores various leadership styles, such as transformational, participatory, and servant leadership, and their application in managing the industrial workforce. It also addresses equality and diversity issues within the sector and analyzes the challenges experienced by the workforce, including the impact of technology on job roles and the need for adaptation. The essay highlights the importance of technology integration to enhance human capabilities and drive innovation, providing insights into the changing landscape of leadership in the hospitality industry.

TLH 343 Leadership
and Management Term
3

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY:.................................................................................................................................3
Role of leadership and management development.................................................................3
Critical evaluation of different leadership and management approaches while managing the
industrial workforce................................................................................................................8
Factors affecting equality and diversity issues at TUI with increase in virtual leaders and
technology are discussed in following points:......................................................................10
Critically analyse challenges experienced in the industrial workforce................................12
CONCLUSION..............................................................................................................................16
REFERENCES .............................................................................................................................17

INTRODUCTION
Leadership and management are two most critical aspects of every organisations that is
affecting their present and the future strategy formulation of every business. Leadership is related
to people getting comprehended and believing the overall vision that is set by a organisation in
relation to the achievement of set goals (Diamond and Spillane, 2016). On other hand
management is more about administration of the work that is related to daily activities in a
organisation. In context of present report there is analysis of the different leadership and
management approaches in relation with TUI That is Tourism union internation also known as
TUI group is a Anglo German multinational Travel and tourism brand that is having its
headquarters in Hanover, Germany. It is one of the largest leisure and tourism company across
world and is having its own travel agencies, airlines, retail shops, cruise ships. This group is
owning the five European airlines and is one of the largest holiday fleet in Europe as they are
having several tour operators that are based on Europe.
Present report is based on essay writing with the critical analysis on the topic “The way
technologies is changing the management style & growth of virtual leaders” In relation to the
role played by leadership & management development approaches in management of the
industrial workforce in context of the Hospitality & tourism organisations that is TUI. Further
there is analysis of the different equality & diversity issues that are taking place across industries
and the different challenges are analysed that can be experienced by the industrial workforce.
MAIN BODY:
Role of leadership and management development
According to the view points of Johan aurik, 2018 automating leadership is a case that is
describing the way advances in analytics and the artificial intelligence has lead to creation of
capacity for connection, augmentation and automation in the every aspects of life. These
wonders have alienated the impact on everyday working lives as practises are very frequently too
cumbersome.

Organisation today are dealing with the technology mark-storm. The internet of things is
resulting into a augmented reality & the virtual reality that is leading to better speed in which
activities and function are performed in the organisation.
In case of TUI the use of new technologies in the regular functioning of the organisations has
lead to complete revolutionist of the execution of task (Hallinger, 2018).
Technology is essential in hospitality industry for the purpose of creating a greater customer
value and at lower cost, it is one of the most effective formula for achievement of higher growth
in better profitability terms. But in case of practical application there is sometimes higher
difficulty to hold the profits from the overall gains that are received from the digital advances.
Major benefits are passed on the customers to remain competitive in the changing markets.
The major concern that comes in organisations like TUI is related to the social concern of the
way work as technologies may replace the job and people which sometimes leads to negative
impact on the existing workforce and there productivity declines which has a effect on the
overall organisations profitability.
The major challenge for leadership is to deploy the new technologies in a way that can
lead to fresh efficiencies and also to amplify the human creativity, judgement and ingenuity.
Augmenting leadership can lead to enhancement of the leadership capabilities os that challenges
can be meet and there is achievement of future prosperity (Podsakoff and Podsakoff, 2019).
Agile teams & minimum viable products are not good enough:
The digital organisations is a magnitude to reach to specified standards but sometimes
leaders are defaulting in creation of autonomous teams and it may require more focus towards
innovate effectively. This approach is limited to the long term succubus and immediate impact in
the changing digitized world. With the digitization it sometimes becomes very difficult to deploy
the unfamiliar solutions at a meaningful scale. As much of the human talent of organisation is
not changing and the growth and adaptation is remaining untapped. technologies is changing the
management style & growth of virtual leaders”
There are different types of management styles that can be used by the leaders for the
purpose of focussing on the way new technology disruption can be adopted in order to transform
the overall technology disruption of a organisation.

(Source: How technology can transform leadership – for the good of employees, 2020 )
Above mentioned matrix describes the way new and updated technologies scan be used in
organisations for the purpose of revolutionizing the execution of tasks (Thorpe, 2016). Where
the transactional approaches combined with cognitive leads to automating Management of AI to
optimize the business processes and cognitive with shaping leads to focus on augmenting
leadership where in TUI the technology is used to shape the future of business activities and
processes.

(Source: How technology can transform leadership – for the good of employees, 2020 )
Use of technologies to amplify the human talent and insight: according to the tasks that have to
be performed new technologies is based on use of Artificial intelligence and analytics that can be
used of navigating the uncharted waters of industries turmoil that requires judgement,
imagination and sometimes machines are incapable of doing these activities (Gould, Gallagher
and Allen, 2016).
For TUI the leaders and managers are working towards substantial transformation in the
leadership where there is focus on technology empowerment. It leads to development of a
technology integrated leadership systems that blends with the human qualities in the
organisation.
Critically analyse challenges experienced in the industrial workforce
With the development of new technologies and modern computing in the digital
environment there has been automation of systems and process that is leading to evolution of
digital technology that has lead to rise of analytics driven and

(Source: How technology can transform leadership – for the good of employees, 2020 )
Creation of a single “on demand” future focused leadership force:
There are major three principles of augmenting leadership that is basically adopted by the
changing organisations as mentioned below:
Human centric: In this the use of technology is focussing on boosting of human qualities for
judgement contextualisation. Ingenuity. Social interaction and creativity. It is about putting
human beings in the centre of approach and then viewing the technology to enable it rather
looking for human replacement (Ding, Choi and Aoyama, , 2019).
Full circle: It is strategy that is based ion effective utilisation of experiences that are captured for
creation of a source of shared learning in order to improve the future efforts. Technologies can
promote the shared understand in a organisation that can be aligned together with the strategic
goals. Leadership in TUI is basically working towards corporate control and unnecessary
compliance that will jeopardize efforts to enhance the engagement of people in driving towards
laid objectives (Antes, Mart and DuBois, 2016). There has to be application of social and
collaborative enterprise tools in the task based systems to enable the leadership to aligns and
connect across organisations so that further mission can be framed. It allows real time data to
capture what is being contribute. It also leads to a new leadership source that is acting as a
guidance and is shaping the immediately applicable coaching.

Follower-ship: Leadership is defined as the ability to create a fellowship. As leadership is
becoming more distributed it morphs the idea of development of a wise group at the tip it
requires people to be engaged with the task and have a greater collective role in defining the
future of the organisation (Megheirkouni, 2018).
According to the behavioural economists Dan pink motivation can be a challenging
cognitive work that may not be driven by monetary rewards but by the sense of purpose,
autonomy and personal growth, technology has to amplify the feeling and mission to have a
personal impacted related to outcomes.
Critical evaluation of different leadership and management approaches while managing the
industrial workforce
According to By Glynnis Purcell, 2019 if there is use of wrong management style in a
organisation it may lead to inefficiency in the organisation (Arnold, Fletcher and Hobson, ,
2018). Different tasks, teams, projects require management styles that has to be adopted
according to the position in the organisation. When there is lower employee engagement then it
lay lead to lower productivity, higher turnover, reduction in profitability and there are more
issues related to higher employee turnover & absenteeism of employees.
With the present topic when hospitality brand like TUI are willing to focus on adoption
of new technology in the existing business performance it requires high amount of digital
disruption in order to carry on the functions with higher efficiency. For this there is need to focus
on effective leadership approaches so that there can be required training that is provided to
employees with respect to the requirement of higher technologies to perform the existing roles
and responsibilities in a more effective manner.
Leadership approaches is one of the most needed approaches which need to be there in the
organisation. There can be many leadership approaches from which some of them are explained
further.
Transformational Leadership- This one is the one of the influential which is able to
serve as role model for inspiring others which involve in improving the morale along with job
performance of their team members along with collective and sense of identity of the TUI. In this
the leader is the visionary who are able to inspire and encourage thinking along with innovation.
Participatory Leadership- In the TUI, the leaders are who are able to use the different
approaches instead of traditional one. Here, the leaders of the TUI, recognises that the employee

of this tourist industry are the stakeholders of this organisation. They need to take their employee
on first place and which are also able to gain the loyalty of employees.
Value-based Leadership- In this such types of leaders who are able to make their team to
act according to the situation rather than focusing the exclusive matrix (Van Der Wal,, Nisbet
and Haw, 2020). This made the leaders to serve the organisation for inspiring others for the best
tourism experience.
Situational Leadership- This is the one where the leaders need to shape themselves
according to the task and the situation where they need to change in their attitude towards the
task. Here, the TUI need to have such leaders which can able to understand each situation which
can help in increasing the productivity of the company.
Servant Leadership- This refers to the type in which the leaders keep their employee and
their need on priority where they create the world which can help in building the organisation
better. In context to the TUI, they need to have such leader who are able to keep their team on
the priority which leads to motivate them and ultimately increase the job performance and the
productivity of the company.
Management approaches
there are many management approaches which can be used in the TUI, where they can be
able to increase the productivity of the company. Some of the approaches are discussed further.
Operational approach- In such type of approaches where there is need of HRM
management of TUI, which can help in many processes in planning, organising, staffing and
controlling which are very useful in the sport company to maintain the proper business (Patel,
2019).
Socio Technical System approach- This refers to the belief that each and every person
attitude and their behaviour which are influenced by some technical system which the company
TUI can use this for higher productivity and to increase their customer base.
Contingency approaches- this is one of the best theory which are there for solving
different problem using different way which are able to tackle any type of problem by using
different solutions. TUI needs to follow such approaches so the manager can able to solve some
problem in different way for focusing on the productivity of the company.

Above mentioned are some of the approaches that can be used by leaders and manageress
in TUI in order to maximize the performance of existing workforce it will also laid towards
timely implementation of the technology disruption with effective strategy formulation.
Technological Up-gradation today has broadly affected the equality and diversity of any
organisation. Managing diversity workforce with equality simply means our respectful attitude
towards the employee's gender, race, age, background, experience, beliefs, skills, sexual
orientation and more to be kept into consideration. Recruiting people from different backgrounds
widens thinking range of new ideas and solutions in a business. TUI Group is one such leading
tourism companies hiring staff from distinct regions and backgrounds. Globally, the group
consists of world-wide travel agencies , online portals, compatible tour operators, cruise liners,
aircraft's and hotel facility online.
Factors affecting equality and diversity issues at TUI with increase in virtual leaders and
technology are discussed in following points:
As diversity at workplace arises, more issues and challenges are to be faced by the company.
(Köllen, Kakkuri-Knuuttila, and Bendl, 2018)
Respect and acceptance: Lack of acceptance among workers performing activities
together because of having distinct cultural beliefs may lead to conflicts with sometimes
situation of animosity and violence.
Accumulation of independent beliefs: A diversity in workforce has many opinions
coming up with spiritual, cultural and political belief's. makes sure that employees are reminded
to keep their personal beliefs free from their work duties and responsibilities. If there is any
technological advancement or introduction of new ideas, then employees should not impose their
beliefs on others rather adapt to the organisation's culture.
Gender equality: Previously, in many workplaces men were hired more as compared to
women. Also low pay was an issue, which demotivated women employees from working
effectively. In order to prevent gender discrimination, TUI maintains equality by recruiting 55
percent of women workforce including 36 percent in management of the company.
Mental and physical disabilities: Many times disabled employees working in the
company face challenges such as improper accommodations without wheelchair ramps, need of
service dogs etc. TUI ensures there is a comfortable and fair working environment for employees
with disabilities.

Generation gaps: Employees from different generations sometimes face difficulty in
adapting to dynamic changes in the selected organisation and its culture. TUI has much more
diversified age groups from teens to senior citizens. In a busy schedule, social circle can be
formed leading to cliques and sometimes workers get isolated from groups having distinct
individual behaviour from others. It is important to have an independent communication culture
for teamwork among members helping them to fill gaps among generations.(Schachner, 2019)
Initiatives taken for linking equality-diversity chain with organisational performance has
benefited in many ways:
 Organisations after adopting equality policies saw a positive impact on the employee
outcomes consisting of job commitment, satisfaction, work life balance, and stress
reduction. Such outcomes also reduced the absenteeism of employees, rise in innovation
and creativity of worker ideas with application of diversity and equality initiatives.
 To evaluate business performance , there were a variety of tools utilized to know the
impact of diversity initiatives. Top management of TUI did support in demonstrating
equality-diversity initiatives by engaging line managers in delivering information related
to initiatives.
Effective communication and language: Miscommunication with managers and
employee mates of entity results in overall loss of productivity in the organisation. People
coming from different places to work at TUI may have knowledge of only their native language,
hereby company need to know how they are trained to communicate properly at all levels. One
solution to the company is hiring bilingual and multilingual subordinates who can be a help to
bridge the gap. (Ali, and Konrad, 2017)
There are multiple measures adopted by TUI in order to promote opportunities in diversity and
equality. “Freedom with a framework” is an approach focusing on four areas that is To build
new communities, captivating diverse talents, establishing work campaigns, and promoting
unbiased business. Other approaches are stated below as:
Need of new generation: Employees from diversity have new aspirations and
expectation, that TUI need to know in order to make required changes in policies and advance
technology accordingly. Management is required to build an understanding as per the workers
needs fro increase in productivity and maintain harmony at the workplace. Culture inclusive of
work requires effective diversity management with equal opportunities to employees.

Performance appraisal approach: Employee motivation to adjust to new technological
changes such as introduction of new audit and culture management systems can be achieved
through performance appraisals.
Sociocultural approach: Cultural diversity is a significant feature of many multinational
companies globally. Detailed analysis of internal-external environment helps in human resource
management of TUI. Researches have been conducted to identify prominent dimensions and
components such as power distance, paternalism, individualism, term orientation,
masculinity,uncertainty avoidance etc. and many more.
Capabilities approach: TUI conducts various amassments to know the employee's inner
and combined capabilities. This will become more easy for managers to identify and train
individuals fostering needed capabilities. Organisation should also ensure there is no gender
inequality and culture discrimination in opportunities given to each employee fairly as per their
performances.
Technology to solve and promote equality, diversity and inclusion: One minute
animation films created by TUI drives awareness and leaves a lasting impact of the minds of the
employees .Therefore, innovation have come up with more employment opportunities for new
diversity talents around the world.(Köllen, 2020) Learning new skills in digital age has helped
TUI harness new ways of performing work in the organisation as per the emerging technologies.
Recruitment of employees as virtual leaders from different regions has helped the company
understand needs of customers globally and interact with them.
People today can sit anywhere and show their talent irrespective of location through video
interviewing, site chatbots to solve queries and data analysis. Through community networks at
all regions TUI is operating, employees connect at a global level and also attend mentoring and
reverse mentoring programmes at their own convenience virtually. Traditional operator model
previously used now ha been dynamically transformed by TUI. The company strategically has
come up with an integrated provider of unique holiday experiences.
Critically analyse challenges experienced in the industrial workforce
The digital disruption is related to the rapid pace of technological innovation that is a key
problem faced by organisations. Technological innovation is taking place at a very fast pace.
Individuals are generally adopting new technology faster then the organisation. Adoption is one
of the critical issues that is related to easy access of robust customer having access to latest