Leadership and Management in the Service Sector: Holiday Inn Report

This report provides a comprehensive analysis of leadership and management practices within Holiday Inn, a prominent multinational hospitality company. It begins by describing various management theories, including classical, scientific, bureaucratic, and administrative approaches, and their application within the service sector. The report then evaluates the roles of leaders and different leadership styles, such as autocratic, participative, and laissez-faire, within the context of Holiday Inn. Furthermore, it determines the specific management and leadership styles, highlighting the use of transformational management and participative leadership. The report also examines the internal and external factors influencing management styles and structures, followed by an evaluation of current and future management and leadership skills. Finally, the report compares and contrasts different service industries in terms of management systems and leadership in implementing changes.

Leadership and Management for Service Industries
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Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1 Describe different management theories in context of service sector industry...................................3
P2 Evaluate the role of leader and different leadership styles in context of service sector industry.........4
P3 Determine the management and leadership styles in context of specific service sector organization. 5
TASK 2.......................................................................................................................................................6
P4 Determine the internal and external factors that contributes in influencing the management styles
and structures in context of service sector organization...........................................................................6
TASK 3.......................................................................................................................................................7
P5 Evaluate the current management and leadership skills (hard & soft) in context of the service sector
organization.............................................................................................................................................7
P6 Describe the future skills of management and leaders in context of service sector industry...............9
TASK4........................................................................................................................................................9
P7 Compare and contrast different service industry in context of management system and leadership in
implementing changes.............................................................................................................................9
CONCLUSION.........................................................................................................................................10
REFERENCES..........................................................................................................................................11
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INTRODUCTION
Leadership and the management practices play important role in the success of the
individuals and in the success of organization that is with effective management and leadership
skills they would be able to accomplish desire results (Hassi, 2019). In the business operations
within the organization both leader and the manager helps in strategy formulation and
implementation in order to successfully complete the organizational work. Managers are
responsible for designing and managing the work within the workforce and leaders are
responsible for influencing and empowering the employees so that they would be able to perform
better. The report is based on Hotel Holiday Inn. Holiday Inn is the American multinational
hospitality company established by Kemmons Wilson in year 1952. The topics covered in the
report are management theories, role of leader and different leadership styles, management and
leadership style used in service sector, internal and external factors influencing management
styles, current management and leadership hard and soft skills, future management and
leadership skills required in service sector and compare different service industry management
system.
TASK 1
P1 Describe different management theories in context of service sector industry.
Implementation of different management theories in the operations of business helps in
better management and in accomplishment of the business goals and objectives (McCaffery,
2010). Here is classical management theories which are used in service sector industry which is
explained below-
Classical management theory is used by the companies in order to focus on proper
execution of task and to increase the productivity. It is one of the oldest management theory
which focuses on the business operations as in hospitality industry it is very essential to have a
good management. The motivating factor for employees in this management theory would be the
compensation practices. The managers who implement the classical management theory in its
business operations focus on improving the tasks and provide employees rewards and bonuses on
the bases of their performance.
Scientific management theory is used in service sector where the focus of the
management is to minimize the waste and to increase the production in limited time period. This
theory focuses on providing economic efficiency to the workforce by evaluating their work.
According to this theory there is always the effective and specific format of performing the
activities which provide effective results to the business. Within the service industry the
companies uses this theory with the motive to motivate its employees to perform better and
enhance the productivity level and profitability of the company.
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Bureaucratic management theory has been introduce by Max Weber with the motive to
identify and implement the effective strategies which provide effective results. According to this
theory there are mainly six ways by which organizations dealing in service sector can perform its
operations in more effective and efficient manner. In context of Holiday Inn the use of this
theory helps in proper division of work , in establishing effective chain of command, organizing
operations in most structured and effective way along with proper management of talent within
the organization.
Administrative management theory has been introduced in order to focus on the
departmentalization within the business as different departments work in their manner and
provides the effective results to the company. Working in departments according to the skills and
capabilities of the employees helps in increasing the production and in achieving the goals and
objectives of the business.
P2 Evaluate the role of leader and different leadership styles in context of service sector industry.
Leaders is define as the individuals who work hard within the organizations as they are
responsible to build an effective and efficient team which helps in achieving the goals and
objectives of the company (Swanwick and McKimm, 2014). In context of Holiday Inn the role of
leader is very important as they focus on improving the perform of their team and motivate its
team members to focus on the ultimate goals and work hard to accomplish it. Here are various
role of leader in Holiday Inn which is explained below-
 Inspire- It’s the role of the leader within the organization to influence and support the
workforce so that they perform better and help in obtaining desire outcomes. Leaders are
responsible to establish strong relationship with its team members and develop trust so
that they get the work done in most desirable manner and give proper command to its
members.
 Strategies- Strategies which provide effective results to the company helps in the growth
and development of the business and also provides innovative and creative ideas to carry
the business operations. In contact of Holiday Inn, leaders are responsible to formulating
effective strategies which helps in accomplishment of set targets.
In business environment there are various type of leadership styles as all leaders are not same
that is uses different style according to situation and their convince level (Stacey, 2012). Here are
different styles of leadership explained which helps in accomplishing the desire results and
timely completion of tasks.
 Autocratic leadership style- This is the type of leadership style which is used by the
leaders in those situation where due attention is required that is according to the
directions of leaders the team members functions. Thus the power lies with the leaders
which helps in accomplishment of the desire results and on time completion of assign
work. Under this leadership style the rules and regulation is properly followed and
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leaders have the control on the activities of team members and over the business
operations.
 Participative leadership- This is a type of leadership style where employees as well as
the leaders equally participate in the decision making process of the business. All the
members within the organization have equal right to put their view points and provide
suggestion on various business situations. The employees feel motivated as they are
consider as the part of the organization where they work more effectively and efficiently.
Moreover leaders provide great support to its team members which helps in taking
correct decision and moving in the right direction.
 Laissez-fair leadership- This type of leadership style is also known as authoritarian
leadership style where leaders have no control over the decision making process. The
decision making power belong to workforce where according their capabilities and
actions they can take decision in which leader provide them full support and guidance.
According to this style it has been consider that when responsibilities come in hand of
employees they become more responsible and provide effective results.
P3 Determine the management and leadership styles in context of specific service sector
organization.
In the business environment there are various type of management and leadership style
which provide great support in the success of business operations and help in growth and
development of the company (Shahab, Sobari and Udin, 2018). In context of Holiday Inn, the
leadership and management styles and techniques helps in acquiring talent in the organization
which helps in achieving the desire goals in the most effective and efficient manner. Moreover it
helps the company in identifying the various business opportunities in order to acquire large
market area. Furthermore company is using transformational management style and participative
leadership style in order to accomplish its business goals and focus on effective monitoring and
controlling within the operations of business.
Transformational management style
This is a management style in which the managers tries to influence and inspire the
employees so that they come up with their better version and provide effective results to the
organization. With the use of this style they focus on improving the skills and capabilities of the
employees which helps in organizational growth and development (de Leede and Heuver, 2016).
The main motive of this type of management style is to motivate the employees so that they
would be able to perform better which lead to accomplishment of goals and objectives of the
company. There are various characteristics of this management style as mangers would able to
identify the abilities and potential level of employees in order to create long term sustainability.
The managers try their level best in order to transform the skills and abilities of employees and to
pay them maximum attention which leads to better performance and helps organization in
becoming successful. In context of Holiday Inn the management style and practices changes
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according to different situation and on the bases of changing taste and preferences of customers.
By providing effective training they are able to manage the talent for a long period of time which
provides desire results.
Participative leadership style
In context of Holiday Inn the leaders should focus on participative leadership style and
implement it in its business operations as with this they can motivate and influence its workforce
or team members to word effectively to accomplish the desire goals. With the use of participative
style the leaders would be able to control the business activities along with activities of the
employees. Moreover in this style the employees are free to provide their opinions and
suggestion which helps in effective decision making (Golensky and Hager, 2020). The advantage
of this style of leadership is describe below-
Decision acceptance- The employees will accept the decisions regarding work procedures
in the company (Holiday Inn) as they are involved in the decision making process where they are
free to put their suggestions and viewpoints. Moreover this style provide equal growth
opportunities and equal rights due to which chances of conflict are less.
Improve employees moral- In context of Holiday Inn this leadership style helps in
improving the moral of employees as they are consider as the part of the organization where their
suggestions and viewpoints matters and consider by the leaders.
Improve and enhance productivity- This style provides equal rights and equal growth
opportunities which lead to effective decision making and effective strategy formulation. The
primary focus of this style is to focus on improving and enhancing the skills and capabilities of
employees for their better and effective performance. Hence result in increasing the level of
productivity and helps in achievement of set business goals and objectives.
TASK 2
P4 Determine the internal and external factors that contributes in influencing the management
styles and structures in context of service sector organization.
Internal and external factors important role in the operations of business that is
responsible for managing the activities of the business as focus on formulating strategic
decisions in order to accomplish its goals and objectives (Nanjundeswaraswamy and Swamy,
2014). In context of Holiday Inn company has established its brand name in marketplace and is
facing tough competition hence is become necessary for them to focus on and manage the
internal and external factors in order to maintain its position in marketplace.
Internal factor-
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The primary motive of internal factors is to focus on the human resources and its
management in order to motivate them to perform better which lead to accomplishment of
business goals and objectives. There are various internal factors that have strong impact on the
business decisions.
Strategic talent management- This factor comprise of each one of those methodologies
that will help in recruiting new and ability representatives inside association. Occasion Inn need
to grow better key just as take right choices for by and large development and advancement of
the association. This factor can be control by separate association and the executives of capable
workers will have colossal effect on business structure and style.
Employee relationship- It is extremely fundamental that Holiday Inn organization is
keeping up better relationship with worker just as help them to work in right way. To accomplish
wanted objectives and destinations particular organization need to grow better relationship with
there representatives and inventive positive working system (Marker, 2010).
External factor
This comprise of assessing large scale climate for taken better business choices. There are
different factor in outside climate which is influencing authoritative structure just as its
framework. Political and mechanical factor will have significant effect on ability the executives
and grow better methodologies.
Political factors- This factor comprise of various standards and guideline set by
government just as various exchange limitations and approaches. Political variables will have
immense effect on authoritative structure and framework the majority of the choices will be
founded on rules and approaches of government and ideological groups.
Technological factors- It is based on the technology been used by the company as it is
important to focus on these factors in order to grow and develop the effective business
opportunities which help in increasing the revenue and profits of the business. In context of
Holiday Inn they focus on using latest technology in order to provide great experience and
satisfaction to its customers (Ireri and et,al., 2011).
TASK 3
P5 Evaluate the current management and leadership skills (hard & soft) in context of the service
sector organization.
In an organization the soft and hard skills paly important role as it helps in gaining the
competitive advantage and helps in analyzing the situation in marketplace. In context of Holiday
Inn they focus on retaining its skilled and efficient employees who has the capabilities to become
future leaders or managers on the bases of their soft and hard skills.
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Soft skills are characterize as the character characteristics and conduct of people
dissimilar to the specialized or hard aptitudes. It means the information an individual have yet
then again show conduct in different circumstances. Where as hard skills is characterize as the
composition, perusing, quantifiable and appreciation capacities of a person. Both skills are very
important in context of manger and leader as they are responsible to guide and make their
subordinates more efficient and effective.
Computer technology (Management hard skills)
In current scenario all the employees functioning within the company must have basic
knowledge of computer based technology as it is important for the growth and development of
the company in this competitive environment. So in that perspective the part of manager is to
show forthcoming to representatives that association arranged to grasp mechanical progression to
perform work in successful manner. The world movement towards the augmented simulation,
wellbeing measures and simple look at in and that required the information on PC innovation to
give offices to representatives so in setting of Holiday Inn administrator gained the information
on PC innovation to convey one of best worth (Birasnav, Albufalasa and Bader, 2013).
Management soft skills
Here are few management soft skills which helps the business organizations to remain
competitive and stand on the current market trends.
Communication
Communication is one of the most essential skills which helps manager in
communicating with its subordinates as they act as the mediator between the top management
authorities and the employees. So good communication skills reduce the changes of conflict or
any misunderstanding among the team members.
Leadership Hard skills
Analytical leaders are notable for their common capacity to examine and assess by
utilizing their basic reasoning abilities. Individual hard aptitudes enemy a pioneer assists with
flourishing in their professions as they work and retain information and data from various
individuals. In setting of Holiday Inn they by utilizing the basic and expository aptitudes
discover the significant holes wherein workers are missing behind and blocks their profession.
Leadership soft skills
The one of the channel delicate aptitudes for a pioneer is to mentor subordinates to
meeting their budgetary objectives and targets. Pioneers should have been mindful that they need
to continually fabricating or making the nature of pioneer for the future. In setting Of Holiday
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Inn they work in interest of representatives by investing amounts of energy in their professional
success to spare one of skilled labor.
P6 Describe the future skills of management and leaders in context of service sector industry.
In setting of Holiday Inn, the organization has set up its image name in commercial
center with the utilization of viable procedures in its business activities where the board and
pioneer assume significant job.
Team development skills- These abilities helps the individuals in achieving the longing results.
In setting of Holiday Inn, these aptitudes assists the pioneers and the colleagues with creating
and the nature of their perform which gives successful outcomes (Boykins and et.al., 2013).
Data driven decision making skills
For settling on significant key choices, chiefs and pioneers need inward information.
Henceforth, such aptitudes are significant in accommodation area likewise to settle on future
choices. They investigate and inspect all the valuable data with respect to information from
various sources and distinguish the primary concerns. Trough of the association need to build up
his dominate just as other computational aptitudes to work effectively.
Talent management strategies in setting of Holiday Inn gives standard preparing to their
workers to build up their aptitudes. With these sorts of preparing trough and heads of lodging
occasion hotel improve choices making abilities of their workers.
TASK4
P7 Compare and contrast different service industry in context of management system and
leadership in implementing changes.
Change management system is define as the process where the changes take place in the
organization with the motive to improve the quality of work and well as become more efficient.
The comparison between Holiday Inn and Marriott is been describe as follow-
Basis Holiday Inn Marriott International
Changing management system The organization dissect just
as assess all factor which are
identified with changes and
afterward create techniques to
oversee change inside
association (Aghashahi, and
et.al., 2013).
This organization isn't
utilizing any hypothesis or
model to change the board
framework. The organization
is dissecting market just as
assessing different factors so
they can recognize positive
just as negative effect of
changes inside organization.
Leadership style This organization is applying
participative initiative style to
Marriott Hotel is chipping
away at exacting standards
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give risks just as occasions to
its representatives with the
goal that they can work in
compelling and proficient
way.
and guideline as its chiefs are
giving legitimate rules to their
work.
CONCLUSION
From the above study it has been concluded that management skills and leadership skills
are important in the organization in order to obtain the desire results. The leaders and mangers
helps the employees in improving their skills and abilities so that they would be able to perform
better and helps in accomplishing goals and objectives of the organization. The effective
strategies and effective communication heps in reducing the situation of conflict and
misunderstanding.
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