Leadership & Management in Service Industries: Past, Present, Future

This presentation provides a comprehensive overview of leadership and management within the hospitality industry, examining its evolution across past, present, and future scenarios. It begins by exploring classical management theories and organizational culture, specifically within the context of the Wa-Pila Hotel, detailing the roles of leaders and managers, and analyzing specific leadership styles like autocratic leadership. The presentation then transitions to the present, discussing bureaucratic theory, role culture, and democratic leadership styles, comparing and contrasting persuasive and democratic management approaches. Finally, it looks ahead to the future, examining administrative theory, task culture, and persuasive management styles, concluding with a discussion of how leaders and managers contribute to organizational success. The presentation includes references to relevant literature to support its analysis.

Leadership &
Management, Past,
Present and Future

Content
 Introduction
 Past Leadership Scenario
 Present Leadership Scenario
 Future Leadership Scenario
 Conclusion
 References

INTRODUCTION
Leadership and management are vital aspects for the success and
growth of an organisation. This Presentation is going to cover
different classical management theories and organisational culture for
hospitality sector. Roles of leader and manager are explained along
with reviewing of specific management style.

PAST

CLASSICAL MANAGEMENT THEORY
Classical management theories came into existence in 19th century and
states that an employees have both physical and economical
requirements. These theories are also referred as traditional theories,
Wa-Pila Hotel used this theory to acknowledge more about their
hierarchical structure, operations and activities.

Organisational Culture In WA-PILA Hotel
Organisational culture includes behaviours and values which
contributes towards appropriate psychological and unique
environment at workplace. Earlier Culture of Wa-Pila Hotel can be
explained with the help of Handy's typology. Culture of company in
past is mentioned below:
Power culture: Earlier, power culture was prevailed in Wa-Pila Hotel,
in which managers takes all decisions and employees are bound to
obey them even if they are not willing to accept them. Due to which
managers were not able to give their best efforts and performance.

Role Of The Leader And Manager
Role of leader:
Maintaining uniformity at workplace: Leader of Wa-Pila had taken
several decisions and allow manager to formulate plans. Beside this,
leader also used some leadership styles like Autocratic so that work
and employee of company can be managed in a proper way.

Specific Management Leadership Style
As per the theory stated by Kurt Lewin, there are different types of
leadership styles that can be adopted in an organisation. In context
with Wa-Pila Hotel, adopted styles was mentioned below:
Autocratic: In this leadership style, leader of a firm takes every
important decision without considering the opinion of workforce.
Due to this workers in of Wa-Pila feels discouraged and their
working productivity also reduces. But this style was effective in
those cases in which leader was bound to take quick decisions

PRESENT

Classical Management Theories
Bureaucratic theory: This theory is given by Max Weber and relates
with organisational as well as administrative framework. This
theory is helping the manager of Wa-Pila Hotel in identifying the
precise structure of organisation along with some authoritative
aspects that are required by a firm to work with efficiency.

Organisational Culture In WA-PILA Hotel
At present both role and person culture are prevailed in company due
to which company is working properly but not in a collaborated
manner.
Role culture: At present, role culture is introduced in the company. In
this culture, works will be given to workforce in Wa-Pila as per
their expertise and interest. This motivate them to perform well so
that organisational goals can be attained properly.

Role Of The Leader And Manager
In every organisation, leaders and manager plays a vital role of
motivating, directing and guiding the workforce to work with their
full efficiency. As Wa-Pila Hotel is a service organisation in
hospitality sector, leader of company is required to carry out
modifications as per needs of customers.

Specific Management Leadership Styles
Democratic: As per this leadership style, leader of business
organisation give preference to the opinions of workforce and take
decisions after understanding the perspective of employees of
company. Due to this, employees feel more engaged and their
working potential also enhances. But this style is time consuming
due to which it can delay decision-making process.

Review the management and leadership
style in a specific service sector
Basis Persuasive management style Democratic leadership style
Definition This style shares its characteristics with
autocratic management style. Persuasive
managers take all decision themselves but
they prefer to spend more time with
workforce than an autocratic manager.
In this leadership style, before taking a decision
leader of company considers the opinion of
workforce so that only suitable and desirable
decisions will be taken.
Advantage It results in taking fast decision and
organisational productivity also increases.
No confusion while taking organisational
decisions.
This leadership style benefits Wa-Pila Hotel in
resolving complex problems in an easier way.
It will benefits in creating a high level of job
satisfaction.
Disadvantage If decision-making fail, then all the negative
consequences are faced by manager only.
This leadership style can results in disharmony
if it is not applied in a proper manner.

Opinion on specific management and
leadership style
Manager in Wa-Pila Hotel uses persuasive management style and
perform work along with workforce by acknowledging about the
decisions that are taken by them so that they can be implemented
desirably. But this democratic management style does not fit in
every situation faced by Wa-Pila Hotel. Leader in Wa-Pila Hotel
uses democratic leadership style and take opinion of other
employees before finalising a strategy or planning but due to
involvement of entire workforce, it will became difficult for leader
to reach a common consensus.

FUTURE

Classical Management Theories
Administrative theory: This theory is given by Henri Fayol and based
upon the concept of departmentalisation. It specifies that there are
different activities which must be performed by different
departments of an organisation to attain common goals and
objectives. Work is divided into different departments and
employees under each department deliver their best efforts to
accomplish work with maximum efficiency.

Organisational Culture In WA-PILA Hotel
Manager of hotel is required to adopt task culture at workplace so that
expertise people can perform work in collaborative manner. By this
overall productivity of company will increase considerably.
Task culture: In this culture, work will be performed in the form of
tasks that will be performed by employees as a team. Due to this,
there will be less chance of mistakes and misshapenness.

Role Of The Leader And Manager
Role of leader-
Motivating workforce: Leader in Wa-Pila Hotel is to encourage and
guide the employees so that they can deliver their best performance
(Jaca and Psomas, 2015). Without proper motivation and
encouragement, it will be difficult for employees in Wa-Pila Hotel
to work for attainment of a common goal.

Specific Management Leadership Styles
Persuasive management style: In context with Wa-Pila Hotel , leader
of company can chose persuasive style of leadership where
opinions of employees are also considered along with authority of
employers. This process will be time consuming but it will allow
Wa-Pila Hotel to take best decisions due to which company attains
advantages and productivity.

Conclusion
It has been concluded from the present PPT that leaders and managers
plays an important role in the growth and success of an organisation
through performing different roles and responsibilities. Managers
are responsible to frame strategies and plans for the betterment of an
organisation whereas the leaders motivates their employees to
execute the plans and strategies in desired way so as to bring
company ahead than their rivals in competitive market.

References
Ashraf and et. al., 2014. Emotional Intelligence and Job Satisfaction
among Employees of Service Sector in Pakistan.
Baranova, A., 2013. Human resource development in customs based on
competency managment. Customs Scientific Journal CUSTOMS.3(2).
pp.84-92.
Hanif, R. and Yousaf, N., 2013. Reciprocity between Followership &
Servant Leadership-Moderating Effects of Attributes. Available at
SSRN 2240355.

Thank You