Leadership and Management Analysis: Berners Hotel Service Sector

This report provides a comprehensive analysis of leadership and management principles within the service industry, specifically focusing on Berners Hotel. It explores classical management theories like scientific, administrative, and behavioral approaches, examining their application and impact on organizational culture and structure. The report delves into the roles of leaders and managers, comparing and contrasting various leadership styles such as laissez-faire, autocratic, and democratic leadership. It further investigates internal and external factors influencing management styles, along with the importance of hard and soft skills in the service sector. Additionally, the report considers future management and leadership skills required for the industry, change management systems, and provides an evaluation of current management theories and leadership styles, offering valuable insights for effective service industry management.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
Task 1...............................................................................................................................................3
P1 Classical management theories which is apply on services industry.....................................3
P2 Leader's role and different leadership styles in hospitality industry......................................6
P3 Management and leadership styles in specific services industry............................................7
Task 2...............................................................................................................................................8
P4 Internal and external factors that influences management styles and structures....................8
Task 3.............................................................................................................................................10
P5 Hard and soft skills providing evidence from specific service sector..................................10
P6 Future management and leadership skills which is required in service sector.....................11
Task 4.............................................................................................................................................12
P7 Compare and contrast in different service industry organization towards change
management system...................................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCE...................................................................................................................................1

INTRODUCTION
Leadership and management is the important function of organization which are used to
run a business properly. Leaders are the one who understands employee's problem and provide
them best solution by resolving problems. Management is related with different activities which
is perform by managers for profit maximization (Cheng and et. al., 2016). Therefore, leadership
and management is important for services industry that helps to manage business function and
improve business performance. To develop the knowledge about leadership and management
Berners Hotel has been taken that is hospital industry provides different types of services to
customers. This is situated in London by provides food and staying services to people. Such
report covers different types of topics such as classical management theory, role of leaders and
different leadership stylesin services sector, internal and external factors that influence
management styles and structures. In addition, hard and soft skills, changes in management
system and leadership involved in such reports that will help to understand how an organization
can acheive business goals.
Task 1
P1 Classical management theories which is apply on services industry
A theory which is based on thopughts and beliefs that t employees only have physical and
economic needs is known as classical management theory. This theory is applied by organization
who mainly focus on employees physical and economical needs instead of job satisfaction and
social needs (Jones, 2015). Therefore, it is importnat for organization to also focus on employee's
other needs and provide them job satisfaction. In Berners Hotel, managers and leaders plays
essential role which helps to make decision and profit maximization.
Past leadership:
 In past period, classical management theory like administartive theory applied by
organization which helps to improve the functions.
 Person culture was applied by Berners Hotel, that helps to solve the employees problems
and make effeorts to complete objectices.
 Autocratic leadership was applied by Berners Hotel in which decision are maded by
managers without any employees charing.
Present leadership:

 Behavioural management theory is using by Berners Hotel which helps to improve the
learning skills of leaders and employees in order to adopt new technology.
 Role cuture is applying by Berners Hotel in which managers dicide the role of
employees in order to accept challenges. Moreover, provide them new learning under
behavioural theory which helps to improvement in leaders behaviour towards employees.
 Democratic leadership helps Berners Hotel' managements to share information and
problems with employees and make right decison with teh concern of all.
Future leadership:
 In future, Scientific classical management theory will be apply by Berners Hotel in order
to improve efficiency and labour productivity that will give more effective results.
 Task culture will be more effective tahn others as managers will assign the task among
employees according to their skills which will helps to complete it. Laizee faire leadserhip would use by company taht will helps to share thoughts for the
purpose of accepting challenges within organization.
Classical management theory is involves different management theory that are as explained:
Scientific management: This theory of management is used by organization to analyse
and synthesizes workflows. To improve the economic efficiency and labour productivity is the
main objective of organization. Such theory introduced by taylor who applied science to the
engineering processes and manageement. Management of Berners Hotel use this theory to
analyse the economic efficiency and labour efforts in order to maximize production. Such theory
will help respective company to increase production at low cost, will help to improve living
standard of society, higher national income and industrial development (Akram, Lei and Haider,
2016).
Administrative theory: This theory is based on the concept of departmentalization that
helps to perform different activities for the purpose of acheiving common goals. The goal of
company should be identified and classified in to different department and groups so, task can be
accomplished efficiently. Such theory introduced by Henri Fayol taht staes that managers shuold
be focus on organizational management, behavioural and human factorswhich helps to improve
the management. In Berners Hotel, manager have applied such theory by assigning task in to
different groups and departments which helps to acheive organizational goals. Moreover, it helps

to focus on management activies which can be improve with the helps to management and
leaders.
Behavioural theory: This is also known as behavioural psychology which is based on
learning and ideas. It consider the observable actions and reactions of leaders in given situations
which helps to complete task. This theiory mainly focus on leader's specific behavour taht helps
to understand the organization problems and make efforts to provide solution. Such theory is
applying by Berners Hotel, in order to promote decision making and team development by
alignment of individual and group objectives. It helps managers and leaders of respective
company to evaluate and understand how their behaviour affects team relationship and
employees. The manager and leaders of Berners Hotel finds the balance between different
leadership style and to increase productivity (Akhtar and Khan, 2015).
Organization culture and structure that realtes to management and leadership style in
service sector
Organization culture is a system of sharing assumptions, beliefs and values that contains
how people behave in order to acheive business goals. Such shared values and belifs influences
people and their behaviour in order to perform job specifically. The management of Berners
Hotel focuses on Handy's theory for the purpose of applying effective culture such as:
Power: When some person make decison independently as they have authority and
responsibility is consider as power culture. In this culture power is given to responsiable person
who have knowledge about goals and ways to acheive them. It can be used by Berners Hotel's
managers because they are responsiable for all business activities and profits maximization.
Role: Rules and regulations are consider in role culture which are highly controllable
with every one. In this culture roles and responsibility of employees are classify which helps to
perform business activities efficiently. It can be used by Berners Hotel's manager by defining
roles and responsibilities which ehlps to adopt new technology within oreganization.
Task: When teams are foremed to address specific problems or progress reports task
culture is used by orhanization. In this culture different task alloted between employees by
managers or leaders so, problems can be solve easily. In Berners Hotel, team is dynamic who can
accept critical task in order to maximized profitability and prtoductivity. They also provide
training and development programme to employees which helps to accept challenges.

Person: This is effective culture, in which person see themselves as different and
superior to teh organization and make decisions accordingly. In other words, person culture is a
collection of individuals who works for the same organization (Deters, 2017). This can be used
by Berners Hotel in which employees feels themselves as superior and perform business
functions.
Berners Hotel is adopting task culture which helps to acheive business goals by assigning
task between employees. By deviding task, employees focuses on their roles and responsibilities
which can be fulfil in stipulated time. This culture also helps manager and leaders to adopt new
technology in their service industry and increase number of customers which is aim of
organization.
P2 Leader's role and different leadership styles in hospitality industry
Leaders are those person who listen employee's probelms and provide them proper
guidance in order to get solution. They have ability and good confidence which attracts people
for the purpose of attaining objectives by solving their problems. Such as leaders of Berners
Hotel are playing an important role which helps to understand the problems and provide best
solution of problem (Role of leader, 2019). The role of Berners Hotel's leaders in context to new
technology is given as:
Motivator: The main role of leader is motivator who motivates employees to adopt
accept the challenges. When employees are facing difficuties then leader is one who understand
problem and motivate them that make them confident to fight with every problems. Berners
Hotel have leader who motivate or inspire employees in order to accept new technology in their
service industry taht helps to maximize productivity and profitability.
Facilitator: Leaders are playing a role of facilitator in which they make things easier
than others. In Berners Hotel leaders are focusing on organizational processes which helps to
flow better and boost productivity by performing such role.
Influencer: This role is all about influence which influences employees positively
whether golas are acheiving ot not. By influencing, Leaders can egt work done from employees
which helps to maintain the productivity.
Role of managers

Decison maker: The manager of Berners Hotel performing this role by deciding goals
and making decisons about new technology. Manager decison when new technology should be
introduced so productivity and profitability can be increase effectively.
Innovator: In Berners Hotel, manager are playing another role of innovator in which
they bring new ideas and adopt new technolgy that helps to maintain the productivity and
profitability. Management are innovator who thinks some thing new that helps to capture more
market.
Staffing: This is another role of manager who analyses organization needs and conduct
interview programme in order to select skilled employees. The management of Berners Hotel
perform this role by condfucting interview programme and selecting best employees.
P3 Management and leadership styles in specific services industry
Management and leadership style is about finding the best way to meet with employee's
needs and organizational objectives. Leadership style helps to meet with challenges and changes
which are facing by employees and organization (Akbari and et. al., 2017). The management of
Berners Hotel focuses on different leadership style taht are as explanined:
Laissez- Faire leadership: This leadership gives authority to employees which allowed
to work as they choose with no interference. In this management style employees feels good and
they work more efficiently. By using such leadership employes of Berners Hotel set the goals
and work accordingly which helps to acheive business goals.
Autocratic leadership: It is centered on the boss which means all authority and
responsibility are hold by leaders. Leaders make decision without concerning with employees
which creates conflicts. In Berners Hotel, leaders has follwed such style in which decisions are
taken by only leaders. It has created some difficulties while adopting new technology as result
unable to acheive business objectives.
Democratic leadership: When decison are taken by leaders as well as employees is
known as democratic leadership. In this leadership leders share important information with
employees and make correct decison which give positive results. In context to, Berners Hotel
leaders are highly skilled who make decison about adopting new technology with the consulting
from employees. It helps to acheive business objectives efficiently which is important for
business.

From the above discussed leadership style Berners Hotel is focusing on Democratic
leadership that helps to implement the new technology within organization effectively. Leaders
of respective company are sharing information and challenges with employees which helps to
acheive them in short period. Such as management of Berners Hotel are planning to introduce
new technology that is Robotics and AI. To implement such new technology there is need to
have employees who can work easily with challenging environment and maintain the
profitability. Thus it has been analysed that democratic leadership is effective which involves
employees decison and thoughts in order to accept challenges. The main advantages of such
leadership style is to increase teh productivity and profitability which helps to capture more
market share.
Evaluation of current managemkent theory and leadership style
Berners Hotel is using administrative management theory and democratic leadership
style which helps to implement the new technology within organization. New technology such as
digital technology helps to attracts more customers which increases profitability. There is a link
between current management theory and leadership style such as they works for acheiving
organizational goals by accepting chages. Administrative theory is used to improve the
effectiveness of organization by increasing production and labour involvement. In addition,
under democratic leadership employees can share tehir problems with superior and get solution
which helps to accept the challenges. It helps to increase the morale of employees by compl;eting
task and making effective decisons (FHKPS and SBS, 2018).
Task 2
P4 Internal and external factors that influences management styles and structures
In business environment, there are different leadership style and structure which are
adopted by organization in order to complete goals and make decisions. Every organization
wants to perform ggod so it is importnat that to use proper management style and structures to
acheive business objectives. For example, Berners Hotel is adopting democratic leadership style
in which it shares information with employees and if they are facing problems then solution is
provided by leaders. In result achievement of organizational goals. Moreover, manager innovates
new ideas and share with leaders in order to get work done effectively.

There are internal and external factors which influences democratic leadership style which is
adopting by Berners Hotel such as:
Internal factor: This factor is related with internal activities of Berners Hotel taht can be
control my managers and leaders in order to acheive business objectives. Description of internal
factorsthat influences democratic leadership style that are as defined:
Commitment: As employees are part of organization who understand their roles and
responsibility and commits for their work that states they will work effectively. This
commitment is done by employees as leaders provide them proper guidance and make efforts to
complete goals. For instance, Berners Hotel is focusing on democratic leadership style in which
employer share all information about new technology withe mployees. By getting information
they commits to implement digital technology that helps to increase number of customers
(Tvaronavičienė, Mentel and Chyrva, 2018).
Building relationship: Relationship between employer and employees is important for
organization which helps to make decissions collectively. For instance, Berners Hotel is decided
to increase sale by introducing new technology. In this situation, leaders provide proper
education to employees that helps to deal with outsiders effectively. Moreover, by following
democratic leadership style, the relationship of employer, employee and customer become good
and effective.
Engaged employees: Such factor is also influencing factor which influences democratic
leadership in Berners Hotel. In this factor leaders provide work to employees according to their
skills and capabilities so target can be complete inb stipulated time. In case of overlapping work
on employees organization cannot complete targets effectively. Under democratic leadership
style, manager and leader assign work among employees and keep employees engage in their
work.
External factors: It involves different elements which are available out from business
industry. Such elements influences management leadership style that are as shown:
Digital and innovative disruption: Hotel industry involves various digital and
innovative disturbance which affects management style of organization. As Berners Hotel is
adopting democratic leadership style which helps to improve the business performance with the
employees consultation. Innovative technology such as Airbnb and Robotics is a challenge for
respective company which may be difficult to implement such changes. It may affect

management of Berners Hotel because to implementing frequent changes may reduce ther work
qualuity and productivity of employees.
Mobile and intuitive interface development: Now technology is growimng rapidly
which states growth of organization by accepting them. Mobile and intiitive development is
consider as external factor that creates persoanlized economy service by using new applications
and gaining best services. It affect leadership and management style while changing people's
preference and taste in Berners Hotel. If people's demand change then manager need to
introduce more new products and services in order to attracts customers taht can increase cost of
organizatiuon reduce profitability (FELICIANO, 2015).
Therefore, such factors influences management style of Berners Hotel which helps
acheive business objectives. For instance, leader of Berners Hotel can control internal factor and
focuses on external factor so profits can be increase effectively. Democratic leadership is highly
effective leadership style which helps to understand goals and share with employees in order to
accomplish them.
Task 3
P5 Hard and soft skills providing evidence from specific service sector
Skill is the ability which is used by managers to carry out a target with defined results
mostly in given amount of time. It can be define in to hard and soft skills which helps to
accomplish target. In Berners Hotel, managers have some characteristics that helps to deal with
difficulties while adopting new technology such as:
Leadership and communication skills: The manager of Berners Hotel requires such
skills in order to lead its team and employees effectively that can help to acheive business goals.
Time management: Such skill is most importnat for organization which helps Berners
Hotel's manager to decide the goals and time period and amke efforts to acomplete in fixed
period of time.
Comparison between Hard and Soft skills
Hard skill Soft skill
 Computer and marketing skills: It is
important skills which is used by
Berners Hotel in order to accept digital
 Interpersonal skill: It is require in
Berners Hotel's manager to mainatain
good relations with employees as well

technology and Airbnb. It helps to
accept the changes effectively and
complete target.
 Data and project management: This
is another hard skills which is require to
manage all information as well data to
accept new technology.
as customers, so profits can be
maximize.
 Problem solving skills: Problem is
facing by every organization that need
to solve by managers by using their
skills. Such skills helps Berners Hotel'
manager to understand problems and
get optimum solution so goals can be
acheived.
P6 Future management and leadership skills which is required in service sector
Future management and leadership style: It is cooperative and supportive leadership
style which is used by organization in order to perform business activities effectively. It is
important for organization to create good business environment in which employees can work
with good capabilities and accountability (Oloyede, Ayedun and Ajibola, 2016). Future
management style is adopted by Berners Hotel in order to acheive aspects:
Modern management theory: This is consider as future management and leadership
style which focuses on development of each factor of workers and organization. It mainly
emphasis the use of systematic mathmatical techniques in system with analysing and
understanding the inter relationship of management. It involves contingency and quantitative
approach to maintain the future activities and make correct business decisions in Berners Hotel.
To focus on modern management theory there is require to have hard and soft skills that are as
discussed:
Modern management theory is require follwing hard and soft skills within Berners Hotel
such as:
 Proper team management: It is consider as hard skills which is require in manager of
Berners Hotel to accept the changes by their team. Iof manager have such skills then it
can manage all business fuctions easily. For instance, manager of Berners Hotel going to
introduce new service in their hospital industry so they collaborate with other employees
and learn new culture and technology in order to accept challenges. The success of

organization is depend on diverse team management who can accept changes easily and
mainatin the profitability. Transperancy: It is consider as soft skills which is used by organization to complete
targets by communicating withj employees and employers. Such skills should have in
manager of Berners Hotel who can keep data privacy and confidential information that
helps to manage future business activities. In business evironment, hacking digital data,
leaking business information and intransperacncy is the main threat that bounds to make
future decision. If manager haave such eductyion then it can face the challenges easily
and increase further business process (Khan, 2018).
Evaluation of current and future management theory
As both current and future management theory are importnat for hospitalilty industry that
runs business activities and analysis the future to expand the business. It has been evaluated that
behavioural future management theory that is more effective for Berners Hotel because it will
help to understnd the behaviour of employees towards new technology and challenges and
provides them solution. Such thoery will helps to meet with organizational objectives by
applying this theory (Shrestha, 2018).
Task 4
P7 Compare and contrast in different service industry organization towards change management
system
Digital technology is the new change for Berners Hotel which helps to make easy all
works and business activities. It helps to complete target in short duration, so goals acan be
acheive effectively. The management of Berners hotel uses digiatl technology and Robotics that
help to deliver food fast and mainatin proper management with the help of digital technology.
The management of Berners hotel involves differnent steps to accept the changes:
Create urgency: This means manager of Berners Hotel create urgency by analysing
needs and wants of organization such as wants to adopt new changes in their organization and
assign work among employees, so changes acn be accept properly.
Build a guidance: By knowing the new changes manager focus on this step in which
they provides proper guidance to employees towards changes (Saremi, 2015).

Strategic visions: The manager of Berners Hotel has decided a strategic vision to
maximize the number of customers and expand busines at international level.
Find the problem and get soltion: The manager of Berners Hotel finds the problems
while accepting the changes and create a solution with the help of employees.
Implement the changes: This is the ending step which is adopted by manager of Berners
Hotel in order to accept changes and attracts customers by providing new and attaractive
services.
Comparision and contrast in service industry
Transformational changes Remedial changes
 Such changes are mainly targets
company's organizational strategy that
can help manager of Berners Hotel tyo
accept the rapid changes.
 It helps managers to accept the cultural
trends, technological changes and
social climate with teh help of
employees (Comparison between
changes in service industry, 2019).
 Such changes are used to change the
beliefs that states why organisation
perform certain actions.
 It does not require any external
influence maintain changes properly.
 Such type of changes lower turnover
cost and it engage the employees
which helps to generate profits.
 This is effective change which is
adopted by leaders of the organization
when they identify a need to address
deficiencies or low performance of
company.
 By getting new changes in
BernersHotel leaders provide new
employee training programme in order
to create a new role to remedy from a
pain point.
 This is planned to get remedy from
current situation such as increasing
efficiency and reducing the burnout.
 This mainly focused on urgent and
visible problems which are major
problem of any business.
 This helps to make more successful
organisation by following the remedial
changes.
Contrasting of change management system:

Transformational and remedial changes are require to modify the strategies of
organization so, operational activities can be perform effectively. Berners Hotel management
need to adopt such changes which will help to find error in accepting changes and provide
training programme to employees for accepting new changes. By implementing such changes
proplerly it can affects operational efficiency positively.
CONCLUSION
From the above report it can be concluded taht change are the needs of organization taht
defines organizational success. Classical management theory involves past, present and future
leadership theiry which is adopted by organization by analysing past information. It helps to
make changes in future time by adopting best managemjent theory and leadership style.
Managers and leaders have different qualities which helps to decixde the goals and shows a path
to acheive such goals with the help of employees. There are different types of changes such as
transformational and remedial changes which is adopted by organization in order to face the new
challenges with the help of management theory and leadership style.

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