Leadership and Management Report for Service Industries: Qbic Hotel

This report provides a comprehensive analysis of leadership and management practices within the Qbic Hotel, a London-based service industry business. It begins by exploring classical management theories such as scientific management and contingency theory, and their application within the service industry context. The report then delves into the roles of leaders and various leadership styles, including autocratic and democratic approaches, and their relevance to Qbic Hotel. A significant portion of the report examines the impact of digital technology on management and leadership, as well as on the roles of managers and leaders. The report further analyzes the organizational structure of Qbic Hotel, comparing centralized structures, and how these structures influence management and leadership styles. Furthermore, it explores organizational culture, including power, role, task, and person cultures. Finally, the report concludes with a summary of the strengths and weaknesses of the leadership and management styles observed within the hotel, offering a well-rounded understanding of the subject.

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
PART 1............................................................................................................................................1
1 Different classical managements theories & application of this theories in the context of
service industry & specific organisation.....................................................................................1
2 Role of a leader & leadership styles in the context of services industry & specific
organisation.................................................................................................................................2
3 Affect of digital technology on management & leadership styles and on role of managers &
leaders.........................................................................................................................................3
4 Organizational structure in of selected organisations ............................................................4
5 Management & leadership styles in respect of organisational structure of the selected
organisation and cultural aspect of organisational structure .....................................................5
6 Strengths & weaknesses of leadership & management style...................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Leadership is a technique which influences individuals & group working in an
organisation so that they can achieve organisations objective whereas management is the process
of controlling & managing the activities of organisation. This report explains different types of
management theories & leadership styles sused in Qbic Hotel. Qbic Hotel is a London based
hotel which provides affordable & beautiful rooms & other facilities to its customers.
Furthermore, this report includes role of leaders. Moreover, this report includes affect of digital
technology on the management and leadership style and role of managers & leaders. After that
this report includes organisational structure of the hotel and management & leadership style in
relation to the organisational structure. Furthermore, this report includes organisation culture. At
last the report includes strengths & weakness of management & leadership style.
PART 1
1 Different classical managements theories & application of this theories in the context of service
industry & specific organisation
Classical Management Theory- Managers of the hotel uses different management theories
which helps the management of the hotel in operating its business & achieving its objective.
According to this management theories management of service industry focuses on physical,
physiological & economic needs of its employees that includes health & safety needs, food,
clothing& shelter needs all this needs can be satisfied by providing adequate income to
employees. This theory helps Qbic Hotel in achieving profits because it aims at satisfying needs
of its customers. Different types of management theories are discussed below-
 Scientific Management theory(F. W. Taylor)- Service industries such as hotels & event
management companies widely uses this theory of management because this theory aims
at improving skills of the worker and encourage them to learn new digital technology
which in turn enhances performance of the employees of the service industry. This theory
helps service sectors industry by providing standardised & modern methods such as using
digital technology of work, establishes employees relationship & centralised control.
Scientific management theory helps Qbic Hotel in using digital technology by offering
online bookings & in providing modern architecture. Thus this theory is most appropriate
for the Qbic Hotel(Yahaya and Ebrahim, F., 2016).
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 Contingency Theory of Management- Contingency theory of management helps the
managers of Qbic hotel to make decisions in the different situation occurring in the work
place. This is the best & appropriate theory of Qbic Hotel to manage all the situations and
it helps the hotel in the case of emergency(Alvarez, Afuah and Gibson, 2018).
2 Role of a leader & leadership stayles in the context of services industry & specific organisation
Leader is a person who motivate & influence individuals working in the organisation so that they
can achieve the organisations objective. Following roles of leaders & leadership styles are
described below-
Role of Leader- Leaders play following role which helps service sector industry to achieve
success-
 Set Vision- Leaders in the service sectors set the vision and make plans to achieve that
vision in the specified time period. Leaders of Qbic Hotel set a vision to provide
beautiful, affordable, modern & to use digitalised technology.
 Execute Strategy- Role of leader is to implement the strategies so that employees
working in the service sector can perform well. Leaders in the Qbic Hotel also helps in
making strategies and influence its employees in implementing that strategies.
 Coach the employees- Leaders play their role by providing training & educating
workers about the new & modern technologies which has to be used in the service sector
industry. This role of leader helps Qbic Hotel in using digital technology that increases
that attracts customers.
 Motivate & Guide employees- Leaders motivate & encourage employees of the service
sector industry to use digitalised technology and by giving them incentives thus they can
perform well.
Leadership Styles- Leadership styles are strategies used by leader and following leadership
styles are used by the service industries-
 Autocratic Leadership Style- Autocratic leadership style is a theory according to that all
the power & authorities is held by leader of the hotel or event management company and
leader provide all the instruction, guidelines & information to the staff of hotel. This
leadership style is best & appropriate for Qbic Hotel & for any service industry because
operations of the hotel varies according to change in the modern trends and that is new
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for staff of Qbic Hotel. Thus, this leadership style is effective for the management &
workers of the hotel
 Democratic Leadership Style- According to this leadership style leader participate in
the process of decision making & also helps the staff in their work so that they can get
motivated & become self dependent. Leader of Qbic hotel gives detailed information
about the changes in the operations of the hotels & changes in the technologies used by
the hotel which in turn enhance performance of the employees & it also boosts morale of
the hotel.
3 Affect of digital technology on management & leadership styles and on role of managers &
leaders
Digital technology affects management theories and role of managers because nowadays
hotel industry is largely dependent upon digital technology thus managers of Qbic Hotel has to
make changes in their role & theories(Carsten, Uhl-Bien and Huang, 2018).
 Scientific Management Theory- Digital technology affects functions of managers
because according to this theory managers of Qbic Hotel has to motivate & train its
employees to use different type of technology which enhances performance of employees
and staff of the hotel.
 Contingency Management theory- If any changes made in the technology and there is
any problem in the technologies used by the hotel than this theory get affected because
managers has to make fast decisions to overcome from this issue.
Role of Manager-
 Set Goal- Role of manager of Qbic Hotel is to set a goal and to achieve the goal
successfully. This role of manager is get affected because Qbic Hotel use digital
technology in its business thus it is the role of manager to set the goal which is to be
achieved with the help of information technology.
 Role of manager is to analyse all the internal & external factors which affects business of
Qbic Hotel. Managers role get affected due to increasing use of digital technology in
Qbic Hotel because managers have to analyse all the technological changes which can
affect the business of Qbic Hotel(Laforet, 2016).
Digital technology also affects leadership styles & role of leaders of Qbic Hotel, which is
described below-
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 Autocratic Leadership Style- Emergence of digital technology affects this leadership
style because leader has to change its decision & policies according to change in the
technology and this style is most appropriate for the Qbic Hotel because this technologies
are new foe the staff so they cannot make decisions.
 Democratic Leadership Style- Digital technology also affects democratic leadership
style because according to this style leaders has to participate with the staff and
encourage them to use the technology. Leaders have to coach the staff of Qbic hotel as
how to use the technology so that the employees get motivated and improve their
performance.
Role of Leader- Digital technology helps Qbic hotel in maximizing its profit & attract
customers thus, that also affects role of leader, that are described below-
 Set Vision- Main role of leader is to set a vision and that gets affected due to emergence
of technology. Leader of Qbic Hotel has to set a vision which includes all the aspects
related to digital technology that helps the hotel in the faster growth.
 Coach the Employees- Role of leader is changed with the introduction of new
technology leader has to train its employees as how to implement the technology at the
work place because Qbic Hotel does all its operation with the help of technology.
 Motivate the employees- Now it is the role of leader to motivate & encourage its
employees to use the Wi-Fi & to collect the data of its customers in the computers and to
develop apps so that hotel can provide online booking platform to its customers.
4 Organisational structure in of selected organisations
Organisational Structure of Qbic Hotel- Organisational structure provide all the rules,
guidelines, policies & regulation to achieve the objective of the organisation. Different type of
organisation structure are discussed below-
Centralised Organisational Structure- Qbic hotel has a centralised organisational structure
because all its decisions & rules are made by the owner of the hotel and staff of the hotel has to
follow all the direction given to them. Business of Qbic hotel is small so this structure is most
appropriate for the hotel. Owner of the hotel has the control over the workings of the hotel which
helps the hotel in achieving its objectives and establishes cost effective workings in the
hotel(Elsmore, 2017).
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5 Management & leadership styles in respect of organisational structure of the selected
organisation and cultural aspect of organisational structure
Affect of organisation structure followed by Qbic Hotel on the management & leadership styles
are described below-
Management Theories- Scientific management theory aims at improving skills of its staff &
encourage them to learn new things, this management theory is helpful for the Qbic Hotel
because the hotel has centralised organisation structure & it is easy for the owner of the hotel to
manage its staff and owner of the hotel also focused on the improving quality of its staff so that
profits can be achieved. On the other hand, Contingency theory of management helps the owner
of the Qbic Hotel to fast make decision in the case of emergency.
Leadership Styles- Centralised structure is followed by the Qbic Hotel in which all the power
& authorities is in the hand of owner of the hotel and according to the autocratic leadership style
all the powers are in the hand of the leader So, in the Qbic Hotel this style is the most appropriate
and the owner of the hotel plays both the role which reduces chaos. Democratic leadership style
also works in this type of organisational structure because owner also participate in performing
the job and helps the staff(Waring, 2016).
Organisational Culture- Organisational culture is explained with the help of four culture that
are described below-
 Power Culture- According to power culture authorities and power is in the hand of few
people & all the operations of the hotel is done by following decisions made by this
people. In Qbic Hotel power culture is most widely used because the hotel has centralised
organisation structure and all the decision are made by the owner & few directors of the
hotel.
 Role Culture- This culture includes all the rules & regulations and that is compulsory for
all the individuals working in the hotel to follow that rules. This culture is also used in
Qbic Hotel management provide rule book for all the staff and they have to follow all the
rules stated in the rule book of the hotel.
 Task Culture- Task culture is when the manager of the organisation form teams to
complete the task effectively & efficiently. Qbic hotel does not follow this culture in its
organisation structure because the hotel has small business and this culture is followed
where the business is large and has many tasks(Otley, 2016).
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 Person Culture- According to this culture individuals of the hotel give priority to
themselves and than think for the organisation. This culture is also not followed by the
Qbic Hotel because in this type of culture the hotel suffers a lot and which in turn reduces
profits of the hotel(Nawaz and Khan_ PhD, 2016).
6 Strengths & weaknesses of leadership & management style
Strengths & weakness
 The biggest strength of scientific management theory is that it improves performance of
hotels staff and which helps the hotel in enhancing its profits. On the other hand
weakness of this theory is it only focuses on improving the performance of employee it
does not consider all the other factors.
 Strength of contingency theory is it manages all the emergencies occurring in the work
place & manages all the critical situation. On the other hand, weakness of this
management theory is that this theory does not manage all the functions of the Qbic Hotel
it only manages contingent situations.
 Strength of Autocratic leadership style is it reduces chaos in the Qbic Hotel because all
the decisions & authority is in the hands of the leader and weakness of this theory is that
there is lack of ideas & innovation because all the powers are in the hand of one person
only.
 Strength of democratic leadership style is it helps in boosting morale & improves
performance of the staff because the leader itself involve in the work(Arnold and et.al.,
2015).
CONCLUSION
This report outlined different leadership & management styles and role of leader. Further
the report summarise impact of digital technology on the role of managers & leaders and
management & leadership style. Furthermore, this report outlined organisation structure of Qbic
Hotel and management & leadership style in the context of organisation structure, Moreover, the
report conclude organisational culture. At last the report outlined strengths & weakness of
management & leadership style.
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REFERENCES
Books and Journals
Yahaya, R. and Ebrahim, F., 2016. Leadership styles and organizational commitment: literature
review. Journal of Management Development. 35(2). pp.190-216.
Arnold, K.A. and et.al., 2015. Leadership styles, emotion regulation, and burnout. Journal of
Occupational Health Psychology. 20(4). p.481.
Nawaz, Z.A.K.D.A. and Khan_ PhD, I., 2016. Leadership theories and styles: A literature
review. Leadership. 16. pp.1-7.
Otley, D., 2016. The contingency theory of management accounting and control: 1980–
2014. Management accounting research. 31. pp.45-62.
Waring, S.P., 2016. Taylorism transformed: Scientific management theory since 1945. UNC
Press Books.
Elsmore, P., 2017. Organisational Culture: Organisational Change?: Organisational Change?.
Routledge.
Laforet, S., 2016. Effects of organisational culture on organisational innovation performance in
family firms. Journal of Small Business and Enterprise Development. 23(2). pp.379-407.
Carsten, M.K., Uhl-Bien, M. and Huang, L., 2018. Leader perceptions and motivation as
outcomes of followership role orientation and behavior. Leadership. 14(6). pp.731-756.
Alvarez, S., Afuah, A. and Gibson, C., 2018. Editors’ comments: should management theories
take uncertainty seriously?.
Online
Scientific Management and Taylorism, 2016 [Online]. Available through:
<https://www.toolshero.com/quality-management/scientific-management/>
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