Leadership and Management for Service Industries: Park Plaza Hotel

This report provides a comprehensive analysis of leadership and management practices within the context of the Park Plaza Hotel. It begins by exploring classical management theories, such as bureaucracy and scientific management, and their relevance to the hospitality industry. The report then delves into the roles and leadership styles employed within the hotel, specifically highlighting transformational leadership and autocratic management. A comparison of leadership and management styles is presented, evaluating their merits and demerits. Furthermore, the report examines the current management and leadership forms at Park Plaza, using specific examples to illustrate these practices. Talent management is discussed as a contemporary model, with an investigation into internal and external factors influencing its effectiveness. The analysis extends to the impact of these factors on organizational structure and talent management strategies. The report offers a critical view of changes in management styles, assessing current hard and soft skills in management and leadership. It concludes by identifying future skills needed by the hospitality sector and the role of talent management in employee retention and training. The significant of talent management and leadership skills are also evaluated.

LEADERSHIP AND MANAGEMENT
FOR SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
ACTIVITY- 1 .................................................................................................................................3
Classical management theories in context to hospitality industry..............................................3
Leaders role and styles of leadership using in hotel...................................................................4
Specific management & leadership style in firm........................................................................5
Comparison between leadership and management styles, stating their merits and demerits......5
Evaluate current management and leadership forms at hotel, utilizing typical example............6
Talent management as contemporary management and leadership model.................................6
Investigate external and internal factors that influence talent management...............................6
Analysis based on impact of factors on organizational structure and talent management..........6
Critical view on changes in management styles.........................................................................7
Current management and leadership hard & soft skills..............................................................7
Future management and leadership skills needed by hospitality sector and methods use to
achieved them..............................................................................................................................8
Role of talent management and talent development in employee retention & developing
training........................................................................................................................................8
Evaluation on further and current management & leadership skills that are important for
sector...........................................................................................................................................9
Significant of talent management and leadership skills needed in chosen industry...................9
ACTIVITY -2..................................................................................................................................9
Covered in Poster........................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership and management are the most important and useful elements for any
company. Leadership plays as essential part in success of any firm, in absence of this component
no business can work effectively within specific sector for long. While management is also
important as it helps to reduce cost and increase productivity level within minimum wastage of
available resources. The current study is based on Park Plaza, which falls under list of the best
hotels in United Kingdom. This assignment will explain classical management theories, roles of
leaders, leadership and management styles as well as define comparison between them in relation
to organization. Furthermore, it will describe current leadership and management forms at firm
and talent management role as contemporary leadership & management model. This study will
discuss internal and external factors influence talent management and structures of company. It
will analyse specific changes in styles of management utilizing talent management strategies,
assess hard and soft skills of both key components.
Moreover, this report will justify further skills required by hospitality industry, role of
talent management, talent development in training and retention on sector and also evaluate
importance of leadership and management skill for talent management. At last of this
assignment, affect of changes on both areas styles and critical evaluation on change of it in
service sector will clarify.
ACTIVITY- 1
Classical management theories in context to hospitality industry
Bureaucracy theory developed by Max Weber-
Bureaucracy word implies a company characterized by rules, impersonal relations and
other features. This concept is based on five key features that can be use by hospitality industry
in relation to workers (Steffek, 2016).
Hierarchy-
With the help of this feature management can be able to ranking different position in
firms in descending order from high to bottom areas of a business that help workers to clearly
understand their role.
Division of work-
Management should always consider this while dividing work, that applicant is able to do
this or not and then work must be divided accordingly.

Regulations and rules-
According to this feature, management must set rules to regulate the behaviour of staff
which need to be followed by everyone at workplace.
Records-
Management should keep all records safe for long which they can be used in the future
that is quite beneficial in term of gaining competitive advantages.
Impersonal connections-
Without making any differences' management while doing their job in hospitality sector
must treat people equally.
Administrative class-
According to this feature, management must provide rewards and incentives as
motivational techniques that enhance performance of staff in effective manner.
Scientific management theory by F.W. Taylor-
Another classical management theory is described in relation to hospitality industry is
Taylor scientific management concept which is made up of 4 key principles (Koht, 2017).
Science, not rule-
Management within sector must change the way they do work, methods should be
designed scientifically so that it can replace earlier one.
Harmony-
By following this principle, management should treat workers fairly and develop
approaches to enhance their performance even better.
Cooperative not individualism-
All activities according to this principle in industry done by different employees must be
taken on with a feel of mutual cooperative that help to accomplish tasks on timely manner.
Development of all applicants-
Management must arrange training session for each and every worker equally that help to
increase their productivity level.
Leaders role and styles of leadership using in hotel
Execute strategy-
According to this role, leader by using disciplined procedure consistently achieve desired
outcomes within Park Plaza hotel.

Coach potential-
The role of leader in hotel is to unleash capability of each person on group to improve
performance, solve problems, and grow employees careers.
Effective time management-
Another role of leader is that they have to spend their most of the time fielding
complaints and reacting to issues.
Transformational and supportive leadership are the most common leadership styles.
Park Plaza can use this styles that are quite beneficial for them in term of retaining employees for
long run.
Specific management & leadership style in firm
In context of Park Plaza hotel, London, leaders by using transformational leadership
style can gain many benefits (Divya and Suganthi, 2018). It helps leader to inspire others at
workplace and boost their morale as well. It is one of the leader ability to retain skilled people
with company for longer. With this style, leader is capable to search for new chances, guidance
of workers and create a common vision.
Autocratic management style can use in hotel as well tend to enhance business
practice's person more often than other forms of management styles. With this form, manager in
hotel take all decision without taking approval from other in context of hiring and recruiting.
Autocratic manager usually makes choices based on their own ideas and decisions and rarely
accept opinion & advice from others in firm.
Comparison between leadership and management styles, stating their merits and demerits
As compare to autocratic management style, transformational leadership is the best as it
help to lower turnover costs and retain talented workers for long who are able to contribute in
achieving competitive benefits. With this leadership style, manager fully engages within
applicants and seeks to satisfy their needs right along with business needs. On the other hand,
autocratic management styles is easy to learn and use. With this style, manager take decision
effectively.
Transformational leadership style can outcomes to wrong decisions when leader can
make abrupt and harsh judgement out of emotions which can be detrimental to individual (de
Gennaro, 2019). Followers of charismatic transaction leaders can be made to achieve vision of
leaders even when this is deceptive & without benefit. Despite this, it can be said that autocratic

management style is less effective, it is really very bad for highly motivated and skilled
employees. For example, when manager take decision to change structure of company it impacts
talent people work.
Evaluate current management and leadership forms at hotel, utilizing typical example
Transformational as leadership style and autocratic as management style can be the
current forms use by leader and manager in Park Plaza hotel (Ramchandran and et.al., 2016). For
instance, leader with above style motivate their team members in effective manner which makes
them able to cater the best services according to guest needs on timely manner.
Furthermore, it can be said that with autocratic style manager is able to take fast decisions
in any situation. For example, Park Plaza feeling high pressure due to intense competition, at that
condition manager can take decision to hire more applicant that increase productivity of business
and help them to gain all benefits.
Talent management as contemporary management and leadership model
Talent management is useful and beneficial term when it describes a company
commitment to recruit, manage and retain skilled applicants (Veliu and et.al., 2017). It can be
said that talent management is also a contemporary leadership and management model because it
helps, the thing that can be done which is related to many tasks of manager and leader such as
performance management, employee retention, planning etc.
Investigate external and internal factors that influence talent management
Internal elements are factors within a company that can be managed by firm
systematically. Employee engagement and internal relationships between manager and workers
are considered as internal factors that put effect on talent management activities may be in
positive or negative manner.
External factors are things outside a firm that will have an impact on their success.
Managing diverse talent and digital disruption are considered in this category that influence on
several things related to business including talent management in varied forms that may be good
or not for brand image.
Analysis based on impact of factors on organizational structure and talent management
Employee engagement-
This internal factor impact talent management and structure of Park Plaza hotel positively
because employees are always ready to take part in every activity or situation which in return

increase productivity and sales of business. With high engagement of staff manager can develop
effective methods for functional and operation department.
Internal relationships-
It is very easy for the manager to know that there is a need for skill development due to
the good relationship from top to bottom departments of hotel.
Managing diverse talent-
It is very difficult for management to manage diverse workforce at workplace in hotel. It
directs impact on talent management styles of manager in negative manner, as they feel more
pressure to retain workers. It also impacts on structure of hotel where number of workers are
performing. The company's structure is made up of different departments, if the manager could
not manage workers of those departments, then it would have a direct impact on the work of the
hotel.
Digital disruption-
Along with above external factor, it also influences talent management activities and
Hotel structure. It is change that occurs when new business model and digital technologies affect
value proposition of current practices. It gives firm opportunity to hire skilled applicants via
using digital marketing platforms.
Critical view on changes in management styles
Manager within hotel can change their administrative styles by using different talent
management strategies, according to current situations which is beneficial for them in every term
like strengthen workforce and build strong team who are able to always contribute in change
management procedure. Along with development plans, incentives and rewards play a important
part in maintenance of existing as well as new workers, it is one of the strategy can use by
manager in Park Plaza hotel. Instead of holidays or compensatory work, management can
implement this strategy which makes them capable to attract new people as well. With this tactic,
management can make workers feel recognized, essential and appreciated for all they do for
firm. Rewards at not always necessary, they play role in retention aspect of talent management
tactic.
Current management and leadership hard & soft skills
Hard and soft skills in manager is very important for them as well as hotel success.
Budgeting and IT skills considered as current hard skills of management, because of which he

can do a lot of hard work in hospitality sector. For example, using new technology to finish
many tasks and management activities quickly in effective manner. Decision making and
interpersonal are the soft skills of manager.
Inspirational motivation and creative thinking are the soft skills of leadership that can
help leader to work effectively in sector. Moreover, in list of current hard skills managing
diverse people and employee retention included. For instance, Leader with inspirational
motivation skill play effective role in hospitality sector, as it make them able to inspire
employees at operational and functional units.
Future management and leadership skills needed by hospitality sector and methods use to
achieved them
Effective communication and team work skills are required by above sector to build
creative environment at workplace. Leaders must develop these skills by using varied method
such as conduct communication practice and spend some time with their team-mates to known
more about them. With these skills' leader can perform even better.
In context of management, multitasking and language skills needed in the future by same
sector to enhance practices and performance of workers. Language skill is achieved by reading
books and understanding different languages that help manager to communicate with everyone.
Furthermore, manager also developed or achieved another skill required in the future by dividing
their daily tasks equally and setting time on specific task which makes them more capable to play
multiple role in firm.
Role of talent management and talent development in employee retention & developing training
Talent management play vital role in hospitality sector as it help to increase motivational
and performance degree of existing as well as new applicants in effective manner. Its role is to
manage capability, power and competency of staff within industry.
Talent development is defined as set of integrated human resource procedures designed to
retain productive, gain and develop strong workforce who can perform effectively and
efficiently. Strategies related to this process will be used to develop training in hospitality sector
for all workers. For example, According to this, the manager should always do the survey, due to
which they can know that in which department employees need further development. It allows
them to develop effective training session related to technological knowledge for people who
need it the most.

It can be said that by creating or establishing clear pathways for workers manager or
leader retain people for long.
Evaluation on further and current management & leadership skills that are important for sector
Effective communication skills is important for hospitality sector considering talent
management as future strategies. With the help of clear communication process leader can give
appropriate information to staff related to any types of change before implementing it. So it can
be said that this skill will be helpful in managing good relationship with staff.
With multitasking skills manager in the future manager can increase productivity of
employees as they can develop training programme for them after analysing the needs.
Moreover, with the help of budgeting skills manager is able to known what they can
obtain and buy to cater better services to consumers. Management according to this skill create
plan for skills development after developing fixed budget in which all the important thing related
to act included that can be used to increase employees productivity.
Significant of talent management and leadership skills needed in chosen industry
Talent management is term that reflect a attitude and mindset towards applicants and
personnel within an hospitality company (Maheshwari and et.al., 2017). It can aid cater shift in
how business think to their workforce and how this applies to their aims and missions. It is really
very important in hospitality sector as it help to lead better engagement and commitment from
candidates.
Team work skills and communication skills are also playing vital role in sector as they
can allow employees to feel free for sharing ideas and innovative concepts with leader and others
as well. All these skills can be achieved by leader by using knowledge based methods like
building interrelationship with staff which make them more able to work in group and
communicate with them as well.
ACTIVITY -2
Covered in Poster
CONCLUSION
From above analysis, it has been concluded that by changing their management and
leadership styles and developing the future skills required in hospitality industry leader and
manager effectively manage all talented people work across different age profiles. Furthermore,

it has been summarized that by management and leaders handle any situation by using Lewin
change management model that is quite effective and useful as well.

REFERENCES
Book and Journals
de Gennaro, D., 2019. Transformational leadership for public service motivation. Journal of
Economic and Administrative Sciences.
Divya, S. and Suganthi, L., 2018. Influence of transformational-servant leadership styles and
justice perceptions on employee burnout: a moderated mediation model. International
Journal of Business Innovation and Research. 15(1). pp.119-135.
Koht, H., 2017. Theories of Management.
Maheshwari, V and et.al., 2017. Exploring HR practitioners’ perspective on employer branding
and its role in organisational attractiveness and talent management. International
Journal of Organizational Analysis.
Ramchandran, K and et.al., 2016. Exploring the neuropsychological antecedents of
transformational leadership: The role of executive function. Adaptive Human Behavior
and Physiology. 2(4). pp.325-343.
Steffek, J., 2016. Max Weber, modernity and the project of international
organization. Cambridge Review of International Affairs. 29(4). pp.1502-1519.
Veliu, L and et.al., 2017. THE INFLUENCE OF LEADERSHIP STYLES ON EMPLOYEE'S
PERFORMANCE. Management (16487974). 31(2).