Leadership and Management for Service Industry: A Case Study Report

This report delves into the critical aspects of leadership and change management within the service industry, using the Holiday Inn as a case study. It begins by emphasizing the importance of change management in adapting to dynamic business environments, particularly within the hospitality sector. The report highlights the application of the Lewin change model, detailing its three stages: unfreeze, change, and freeze, and how Holiday Inn can utilize this model to navigate changes effectively. A comparative analysis between Holiday Inn and Marriott International is presented, contrasting their change management approaches and leadership styles. The report concludes by emphasizing the need for leaders and managers to motivate and inform staff throughout the change process, ensuring they embrace new scenarios positively. The report provides insights into how to successfully implement change management strategies in the service industry.

`````
Leadership and Management for
Service Industry

Therefore in order to manage and adapt according to the change taking place on
the day in implements and which use of Lewin change model which enables the
entity in reducing the negative impacts of the variation taking place within the
business environment of the service provider.
Lewin change management model
This is a change management technique which is effective and efficient enough
for the organisation like Holiday Inn benefiting it in managing the variations that
are taking place with the help of three approaches. These three approaches of the
model are as follows:
 Unfreeze stages the first on which the company focuses on collecting all
the relevant information about the current situation of change and about
the market for identifying the organisational capacity of absorbing the
change that is taking place in the industry.
INTRODUCTION
Change management is an important process that is responsible and make sure that
all the changes that are taking place in the company are properly executed and
managed from the beginning that is from their inception stage to the completion
phase. Change management systems successfully manage all the dynamic variations
taking place throughout the organisation are showing all the modifications are
recorded at the right level and authorised at the appropriate standards.
Service industry and more specifically hospitality sector where holiday in operates
is the business sector in which most frequent changes takes place because of the
regular and dynamic business environment and more importantly rapidly evolving
social trends. There are several operations and operational activities which take
place in Holiday Inn in enabling the organisation in satisfying the requirements and
designers of customers and providing them the best Quality Services. Change is the
rule of environment and more specifically of business therefore it is important that
holiday in adopt appropriate change management systems and techniques which
helps the company to become flexible and adapt itself according to the change and
make appropriate measures for changing according to the scenarios and situations
which the entity is facing.

 Change is the second phase where the data and information which is
collected on the unfreeze stage is implemented according to the change so
that a thorough evaluation and analysis can be conducted of the information
in regards with staff members. At this stage it is the responsibility of leaders
and managers to keep the staff motivated and informed about the change
taking place and to make them learn to accept the changing scenarios and
activities in the positive manner rather than going in the negative direction.
 Freeze is it hot in the last stage there leaders and managers of Holiday Inn
guides and directs the workforce to make use of their abilities and adopt
innovative ways for completing their job roles and execute the strategic
plants that are devised by the management in order to complete assigned the
task and attend predetermined objectives.
Difference between Holiday Inn and Marriott International Hotel
Basis Holiday Inn Marriott International
Change
management
system
Holiday Inn is in comparison to
Marriott International Hotels is
lower in nature but the company
goes through changes and make
developments accordingly. The
Lewis change management model
is utilised for making appropriate
and measures changes which are
needed for the survival of the
organisation.
Marriott International is world
renowned and famous hospitality
chain that is operating in diverse
environments. Therefore, company
goes through number of changes
which are implemented by the
management and leaders. Both the
leading bodies work together for
making thorough changes and
effectively adopting the respective
change management system.
Leadership style The leaders of Holiday is
suggested number of styles of
leadership and company make use
of transactional leadership in which
they work for making
improvements in team member and
their abilities for making them
work efficiently and effectively.
The leadership style adopted by
leaders of Marriott International is
autocratic style. According to which
major authority lies in hands of
leaders and managers.
REFERENCES
Books and Journals
Jaca, C. and Psomas, E., 2015. Total quality management practices and
performance outcomes in Spanish service companies. Total Quality
Management & Business Excellence. 26(9-10). pp.958-970.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel
industry. Tourism Management. 46. pp.51-58.