Leadership and Management for the Service Industry: A Report

This report delves into the crucial aspects of leadership and management within the service industry, using Marriott International as a case study. It examines the significance of leadership and management skills in achieving organizational goals, exploring topics like organizational structure (centralized, decentralized, matrix), organizational culture (Handy's culture model), and classical management theories (bureaucratic, administrative). The report differentiates between managers and leaders, highlighting their roles and leadership styles (autocratic, democratic). It further analyzes the impact of internal factors (complex business demands, employee engagement) and external factors (globalization, digital disruption) on management styles. The report concludes by discussing the essential hard and soft skills required for effective leadership, including team building, decision-making, strategic mindset, and communication. The report emphasizes the importance of these elements in achieving success in the competitive service industry.

Leadership and
Management for
Service Industry

Introduction:
In the service industry , leadership and management skills are very important as these skills
helps the organisation to achieve the desire goals and objectives in the targeted market places.
The management and leadership qualities helps the organisation to complete their task in the
most effective manners at the work place. leadership helps in motivating the employees for that
can work at their full potential and achieve the desire outcomes within the set time period. under
this report, the Marriott international hotel is one bests organisation to offer services to its
customer at the global level. Further there will be discussion on the classical management and
leadership style. Along with this examine the factors that have impact on the management style
in the organisation.
(Yang,.2016)
LO 1:
P1
The organisational structure is a systemic process which helps the company to perform their
task and activities in the effective manner at the work place. it also helps in transferring the
information in proper flow within the company so that everyone knows what action needs to
taken while performing the task. There are different type of structure which are applied in the
Marriott hotel management level. Some of them are as followed.
Centralised structure: here the top authority have a power and control the organisation
function in the effective manners.
Decentralised structure: here the top manager spread their responsibility to the lower level or
the another branch so that organisation can execute the task in the proper manners.
Matrix: under this structure, the organisation follow the both centralised and decentralised
structure in their management level.
Organisation culture: it refers to the process which shows or defines the work environment
where the employees perform their task and focus on achieving the goals.
The handy culture model is followed in the Marriott organisation to offer their best services to
the customer .this model will help the organisation to have better coordination in their
management so that all the activities are formed in the proper manners.
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Role culture: according to this culture, the organisation employees know their roles and
responsibilities at the work place so that all the function are performed into effective ways.
Person culture: here the employees of the organisation give more importance to their personal
goals instead of the companies goals.
Task culture: under this stage, the organisation make team who holds the skills to perform
task in better manner and work with team .
Power culture: here few people of the organisation have power to take important decision for
the company.
Classical management theory: this theory is based on the employees requirement on the
economic and physical level. With the help of this theory, the organisation are able to divide the
whole work into task which are allotted to the employees according their roles so that more
productivity results can seen in the Marriott international hotel.
Bureaucratic theory: it is related to the administrative process which is carried out in the
management where the proper structure of the organisation is developed and provided with
some authority to execute the task . with the references of the Marriott hotel, they follow this
theory in their management level so that employees are offer their respective roles which further
leads in achieving the goals and objective. (Wu, and Li,,2015)
Administrative theory: here the company make various department in the work place which
have various different function to execute so that task can be finished with the profitable manner
and within the set time. With the references Marriott hotel , the manager needs to have proper
coordination in the team so that they can serve its customer in better ways.
P2
To get the success in the market , the organisation need to have good manager and leader in
their management level so that desire results can be achieved in the long run,.
Manager: he is person to manage and control the all the activities at the operational level so that
work can be completed within the set period.
Leader: he is one who motive or inspire the employees to perform better in their respective task
and also give guidance to complete the activities in the proper way.
Differences among the manager and leader:
Basis Manager Leader
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Objective
Vision
Risk taking abilities
He has to control the
employees of the company in
proper way which leads to
good result
Have to complete the task in
profitable manners
Manager take less risk at the
work place
He influence the worker to
give their best at the task
Make effective strategies
which will help in achieving
the target .
He has good risk taking
abilities which improves their
work
the leader plays the important role in achieving the desire results in the effective and within the
set time period. the leader make strategies which helps them to take a competitive advantages in
the in the targeted market places.
Role of leaders:
Required at every level:
 The leadership qualities are require at the various stages in the organisation which helps
in forming policies that will lead to accomplishing the goals and objectives in the
productive manners.
 Achieving the common goals: the leader helps in making employees personal align with
the organisational goals. Leader motivates its employees to achieve the desire level of
results by making and following the various development strategies.
Leadership style:
Autocratic: here the leader make decision without involving the team member and this style
sometime demotivated the employees at the work which harm their performance at the
organisation. it also helps in making the decision better and fast as less people are inlcuded
Democratic: under this leadership style ,the leader make decision by involving its employees
so that best decision can be made and organisation are able to serve the customer in the proper
manner which also helps in obtaining goals.
3

P3
With the references of the Marriott hotel , the organisation are able to serve the large audience
with the help of having systematic management theories which can be applied to work place .
the leader also use different leadership style to complete the work in proper manners.
Management theories: in the context of the Marriott hotel, the manager uses the Maslow
hierarchy model to work in systemic manners. according to the Maslow theory , the manger
needs to provide the basic need and wants to the employees at the work place so that worker can
complete the work in time.
Physiological needs : according to this stage, worker needs to be offered basic need to survive at
the management level in the organisation.
Safety needs: here the worker provided with the safety measure from an injury at the work and
given the job security . (Tripathi, , Prabhakar,. and Liddle, 2019)
Belongingness and love needs: it is important as employees feel that they are part of the
organisation and work for achieving the desire outcomes in effective manners.
Esteem needs: here the employees are made to analysis the their true potential at the work place
and so that they can achieve the desire results .
Self –actualization needs: worker are able to identify their strength and their growth at the
work place which helps in achieving the results in proper manners.
Visionary management and leadership style: here the leader of the organisation motive the
its employees to seen the vision of the company which needs to be achieved within the certain
time period. in the context of the Marriott hotel, the leader apply this style so that vision are
clear to everyone present in the organisation.
Participative style: as per this style the leader always encourages its employees to participate
in the decision so that their skills are used to make the effective and sound business decisions
which will lead to serve better in this industry .
4

LO2:
P4
The service industry operates its business activities at the environment which have influence
their management structure of the organisation in the long run. There are external as well as
internal factors which affects the performance of the employees directly or indirectly and lead
to affects the organisation goals. Some of factor of the Marriott hotel are stated as below:
Internal factors:
Complex business demands : as the service industry is very complex in nature which affects the
organisation management style and structure from time to time. The customer are always
looking for the better service so it is important for the organisation to examine the what are the
current demand of the market so that organisation make effective changes in their management
style.
Employees engagement: to get the success in the service industry the organisation need to
have effective worker and their engagement in the team work which will help in achieving the
organisation goals in the long run. Employees are the people to perform all the function in
proper manner so that positive results in seen the growth of the organisation in the service sector.
External factors: (Sattayaraksa,. and Boon-itt., 2016. )
Globalisation and promoting the global capabilities: the organization management style and
structure gets influence due to globalisation as service industry can grow their business at the
international level so they needs to make effective modification in their management and
leadership style so that they can promote their services and increase their business
Digital and innovative disruption: with the advance technology in the service industry , the
Marriott organisation faces issues as another organisation make use of digital mode to attach
more customer and provide them innovative service in the form of home stay which affects the
already existing organisation.
With the references to the Marriott organization , they make effective changes in their
management and leadership style so that they can easy adopt to the new changes in the service
industry and earn the desire level of profits in the long run.
5

LO 3:
P5
To conducting and executing the task in the effective manner in the management level of the
organisation, manager as well as leader are having soft and hard skills which helps them to
control and manage the all function in the team
The manager is person who holds effective soft and hard skills which helps them to manage
the whole function of the organisation in the systemic manner. The leader is individual who
have various kind of skills which helps in completing the task in the effective manners.
The characterises and various hard and soft skills of the manger:
Team building: the good manager always make its team effective by providing them proper
guidance and engages to make in the team so that task can be finished in effective and profitable
manner. (Teoman and Ulengin, ., 2018. )
Decision making: the manager have a decision making abilities which helps them team to
perform better and offer best services to its targeted customer in the international level.
Strategies mindset : as the Marriott international hotel is working at global level, the manager
have strategies mindset which help them to make best use of resource and offer effective
services to its customer.
Leadership skills: leader have various quality and skills which helps the organisation to serve
the best services in this industry. With the references of the Marriott hotel, the leader have soft
and hard skills which contribute to achieve the organisation goals .
Soft skills :
Communication: the great leader have a effective and strong communication skills whether
written or oral which helps in coordinating better in the team and everyone in the organisation
are aware about their roles and responsibility so that good services are offered by them to the
customer. and communication helps the solving the problems in the most effective manner.
Motivation: the leader of the Marriott hotel, motivates its employees to serve better its customer
and perform at their full capabilities so that all function are executed in the proper manner.
The leader engages it employees to enhance their activities at the work place so that effective
results can be seen in the service industry and they are able to build goodwill in the
international level. (Green, 2018)
6

Comparison among the management hard and leadership soft skills:
Management Leadership
It included short perspective and gaols In involve long perspective and objectives
Manage and control all the employees in
effective manners.
Here follower are motivated to become the
leaders.
The management show the supervision at
work place
The show persuasion
the management need support from the
leadership to be more effective at task
It need support in the form of planning and
coordination and various activities
P6
The management and leadership skills are very important for the organisation to carry out the
activities in the effective and profitable manners .
The management is a process where all the function such as planning , staffing, controlling
are managed in the effective manner so that organisation objectives can be achieved in the
long period of time.
Management approaches :
Task orientation: according to this approach , the manager focus on building the effective team
which will help in achieving the goals and objectives in the profitable manner. here the
organisation are able to serve the best to clients as the task is allotted to the respective employee
and complete with the time.
Management skills: these skill helps in achieving the future organisation goals;
Technical skills: as technology have taken the market so it is important for the manager to
know who to operate with the technology so that all the task can be completed with time frame
and in effective manner
Soft skills: this skill is essential to serve in the hotel industry in the market places. The Marriott
organisation manager will able to have positive attitude , taking feedback from the customer ,
and solve the isuues in proper manners.
7

Leadership is a quality which helps in motivating and inspiring the employees to perform better
at the work place and offer their service to customer in proper manners.
Leadership approaches:
Transformational : here leader tries to convert the follower into the good leader in the
organisation so that more productivity can be created in the management level.
Leadership skills: (Guest, 2017)
Creative thinking: here the leader to develop the creative and innovative skills which will helps
them to come up with the new idea to serve its customer in the market place.
Problem solving : it is essential skills which needs to be with the leader to solve any problem in
the decent way so that
Lo 4:
P7
Difference among two different service industry organisation.
Basis Marriott international hotel Holiday Inn
Change management
system
Lewins change management
model is essential for the
Marriott international hotel
because it will helps them in
management of its business
operations and also
accomplishment of long term
goals and objectives. The
manager of the Marriott , uses
the consultative management
process to manage and control
the all activities so that
organisation objectives can be
achieved in the long run
Kotter's Change Management
Model is useful for Holiday
Inn because it helps in
improving of an organization's
ability to change and to
enhance chances of success.
Here the organisation follow
the participates style where
employees are include into
problem solving, what method
to follow in the market places.
Leadership Marriott international hotel The leader apply the
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follows participative
leadership style and in which
hotel leader become able to
take decision and influence
their team members in
following that decision. The
Marriott hotel , have delegate
style of leadership where
employee are provided with
roles and duties to execute the
task in the effective manners.
democratic leadership style in
their management so that all
the task and function are
carried out in the proper
manner. This leadership style
helps hotel in making of
effective decision regarding
business success and growth.
The change management is required in the leadership and management areas as effective and
productivity measure can taken to handle the task in proper methods.
Principle of change management can be applied:
Unfreezing : it is very critical stage in whole process of change , here employees are made to
come out their comfort zone and transformed in better vision.
Change : it is major stage under the transition of change process. It include appetence of new
way or method to perform the task in proper manners
Freeze: here the person moves from the transition stage to huge growth and enhance their
market share in the target market (Kaiser. and Wallace, 2016)
Conclusion:
According to the above study, it can be concluded that leadership skill is effective technique
which helps the organisation to obtain the desire results in the proper ways. the management is
also equally important so that all the work is carried out in proper and profitable manner. There
are theories and concepts which can be applied to the organisation management level to achieve
the vision in the long run.
9

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(Yang,., 2016_
(Wu, and Li,,2015)
(Tripathi, , Prabhakar,. and Liddle, 2019)
(Sattayaraksa,. and Boon-itt., 2016. )
(Teoman and Ulengin, ., 2018. )
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(Green, 2018)
(Guest, 2017)
(Kaiser. and Wallace, 2016)
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