Leadership and Management Analysis in Service Sector Organizations

This report delves into the realm of leadership and management within the service sector, employing Marriott International as a case study. It begins by assessing classical management theories, such as behavioral, bureaucratic, scientific, and administrative approaches, and their applicability in service-oriented organizations. The report then defines the role of leaders and explores various leadership styles, including democratic, autocratic, laissez-faire, and transformational approaches, illustrating their practical applications. A significant portion of the report reviews management and leadership styles specifically within Marriott International, examining the organization's hierarchical structure and its use of both bureaucratic and scientific management principles. Furthermore, it investigates internal and external factors that influence management styles and organizational structures in the service industry, and evaluates current management and leadership skills, highlighting both hard and soft skills. The report also addresses future management and leadership skills, and concludes by comparing and contrasting change management systems and leadership approaches in different service industry organizations, analyzing how change management impacts management and leadership skills and styles.

LEADERSHIP AND
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
P1 Assess the different classical management theory and apply in service sector organization.
................................................................................................................................................1
P2 Explain role of leader and different leadership style.........................................................3
P3 Review the management and leadership styles in a specific service sector organisation. 5
P4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organization............................................................6
D2 Critical Analyse the internal and external factors that influence management styles and
structures in a selected service industry organisation identifying strengths and weaknesses 7
P5 Assessing the current management and leadership skills by providing evidence of soft and
hard skills................................................................................................................................7
P6 Future management and leadership skills.........................................................................9
D3 Evaluating change, management and leadership skills response in service sector........10
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change..................................................................10
M4 Analyse how change management affects management and leadership skills and styles11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership is the activity which looks at leading a group of the people in an organization
in such a way that it helps an organization in achieving an organizational goal very efficiently.
Leaders generally used to take the help of a different leadership style in an organization to
influence and lead the work of an organization. Marriott International is an American
multinational diversified hospitality company that manages and franchises a broad portfolio of
hotels and related lodging facilities. This group was founded by J. Willard Marriott. This report
highlights the different classical management theory and application in service industry. After
that the report highlights a role of leaders and different leadership style. After that the report
highlights the management and leadership style in the service industry. After that the report
highlights a different internal and external factor which influence management style and the
evidence of current management providing hard and soft skill. In the end the report highlight the
future management and leadership skill and comparison of two organization on basis of change
management in an organization.
MAIN BODY
LO 1
P1 Assess the different classical management theory and apply in service sector organization.
Management theory are the rules that guides the leader and the manager in managing the
operation of the business and leading a work of the individual in that a way that it helps the
business in achieving the goal of the business more effectively. Classical management theory is
based on the belief that workers only have physical and economic needs (Renz and Herman,Eds.,
2016). It does not take into account social needs or job satisfaction, but instead advocates a
specialization of labor, centralized leadership and decision-making, and profit maximization
There are much classical management theory some of which is generally used by the service
sector organization is as follows:
Behavioral Management theory: Behavioral theory of the management is the theory
which looks at understanding the human nature of an employee in an organization. As this theory
has believed that the better understanding of the human behavior at work, such as motivation,
conflict, expectation and group dynamic can improve the productivity of the company very
efficiently. Elton Mayo has given the Behavioral management theory. Elton was having the
opinion that the manager who is able to understand a behavior of an employee in a better way is
1

always found it easy to motivate them to work in the efficient way in an organization (Bush,
Bell, and Middlewood, 2019). As in the service sector employee are the one who used to operate
the operation of the business it is very necessary to make them feel motivated.
Bureaucratic Theory of management: This theory was proposed by Max Weber's.
Weber's theory help an organization in setting an organizational structure in the better way. This
theory of the Weber's explain the systematic division of the labor is clearly described for each
employee in an organization. Principle of the theory are as follows:
 Every employee in an organization should have the idea what has to be done to achieve
an organizational objective i.e. there should be clear specification of task.
 Management of an organization should be managed in the Hierarchical way in an
organization.
 All an employee should be paid as per a qualification and level of their position
 Formal rules are required in an organization to bring the Uniformity.
 Impersonal relationship with employee in organization
 Organization have to make sure that there is a right people at the right place in an
organization.
Scientific Management Theory: Scientific management theory looks at improving
economic efficiency, especially labor productivity. This theory was based on the simple basis
that money is the one thing which used to motive an employee to work effectively in an
organization. So every organization has to make sure that they are giving a fair amount of the
remuneration to an employee in an organization which will help organization in keeping an
employee motivated to work for an organization (McCaffery, 2018). Principle of a Theory
 Study the different way how job are performed and find new way to perform them in
organization.
 Need to train an employee in an organization so that the skill set of an employee in an
organization improve.
 Interest of employer and employee should be harmonized
 Their should be fair level of performance and wages should be linked to the same
Administrative Management theory: It is the management theory which is based on the
14 principle of the Henri Fayol. Principle of the theory are as follows:
1. Division of Work. 2. Equity.
2

3. Discipline. 4. Initiative.
5. Authority and Responsibility. 6. Esprit De Corps.
7. Subordination of Individual Interest to General Interest.
8. Stability of Tenure. 9. Remuneration.
10. Unity of Direction. 11. Centralization.
12. Scalar Chain. 14. Unity of Command.
P2 Explain role of leader and different leadership style
A leader is a person or an employee who used to influence the group of a people in an
organization to achieve an organizational goal very efficiently for the business. Leaders
generally uses the combination of the leadership style to influence the work of an employee in an
organization.
Role of the Leaders
 Compile the individual goal with an organization: It is one of the most important role
of the leader in an organization in which the leader of an organization used to create or
build the link between a individual goal and organizational goal.
 Motivate employee: It is another important role of the leader in an organization in which
the leader of an organization used to motivate an employee in an organization and helps
them in overcoming the different difficulties which is faced by them.
 Authority to pass on the order: Leader are the one in an organization who used to pass
on the order to an employee in the team which need to be followed by the team member
in an organization and need to work accordingly.
Different Type of Leadership Style
 Democratic Leadership: It is the type of a leadership style in which all an employee in
an organization are given the chance to give their opinion and suggestion if they feel can
help the company in improving a performance of the business. On the basis of the same
leader in an organization used to make the different policy in an organization. This help
the business in building good trust factor among an employee of an organization (Gopee
and Galloway, 2017). This leadership style is better suited for the service sector as in
service sector interaction with the customer is high as compare to in other sector so the
3

opinion of an employee used to play a crucial role in developing the strategies in an
organization.
 Autocratic Leadership Style: This leadership style is the opposite of the democratic
leadership style as in this leadership style no opinion of an employee is taken by the
leader before making any decision in an organization. Leader generally used to make the
decision by own and pass on the same to an employee in an organization all an employee
in an organization are forced to follow the decision which has been taken by the leader.
This leadership style improves the quality of a decision making as it is not necessary that
all an employee are proficient enough to make decision. This style is generally not
applied on the permanent basis in service industry. This style is generally used to make
one or two decision in an organization. For example: manager changes the hours of work
shifts for multiple employees without consulting anyone.
 Laissez-Faire Leadership Style: It is a another form of the leadership style in which the
leader used to give the full freedom to an employee of an organization to carry out the
operation in the way they want to carry out. This is one of the simplest form of the
leadership style but this leadership style is not commonly used by an organization
through out a world as it is difficult to measure or supervise the performance of an
employee in an organization (Thorpe, 2016). As it has been found that an employee
working under this leadership style is more concern of the personal goal as compare to
that of a organizational goal. At the same time it passes a message to an employee of an
organization that an organization used to care about them and they are having the trust in
them. Generally Service sector organization do not use the Laissez Faire leadership style.
 Transformational leadership Style: It is the type of a leadership style in which leader
try to push employee out of their comfort zone. In this leadership style the leaders used to
give or set a small goal which need to achieve by an employee in specific period of time.
In the service sector also leader used to give the task to an employee with a deadline with
the same (Armstrong, 2016).
P3 Review the management and leadership styles in a specific service sector organisation
Marriott International Hotel uses the combination of the leadership and management style
in an organization to lead a operation of the business in an organization.
Management style
4

Marriott international uses the combination of Bureaucratic Theory of management and
scientific management theory in an organization. Marriott used to follow the Hierarchical
structure in an organization in which all an employee are grouped and every employee are clear
about their vision and objective they are looking to achieve. All an employee are made clear
about the work which they have to accomplish in an organization at the starting stage of the work
itself. This help the organization in bringing the seance of clarity in the organization which
eventually reduce the chances of conflict in the organization. Organization also follow a
scientific management style in an organization in which an organization used to give the
different monetary benefit to an employee in the form of the incentive and extra wages for a
extraordinary performance in an organization. Marriott also used to provide the good fixed salary
to an employee in an organization which help them in attracting new employee in an
organization. This management style help the organization in passing on the motivation factor to
the employee of the organization so that employee in the organization used to work more
proficiently in the organization to achieve the organizational goal.
Leadership Style
Marriott international uses two type of the leadership style in the organization namely
democratic leadership style and transformation leadership style in the organization. Leader in
Marriott international hotel used to work with the employee and used to supervise them about the
issue or the problem which is faced by them in carrying out the operation of the business. After
that they used to organize different meeting in the organization and ask the employee about the
suggestion what they are looking in the decision of the organization and what are the feedback of
the employee in the organization. On the basis of same leader in the organization used to take the
decision in the organization. This leadership style help Marriott international in keeping the
morale and motivation high of the employee. Marriott international leader also used to set the
small goal which need to be achieved by the organization in order to accomplish the goal of the
business. Leader generally try to give the goal which help the employee in the organization in
improving the skill set of the organization and also help the employee in becoming more
responsible in the organization.
M1
Analyses management and leadership styles in a specific service sector organization in
relation to organizational structure and culture the permanent basis in service industry. This style
5

is generally used to make one or two decision in an organization. For example: manager changes
the hours of work shifts for multiple employees without consulting anyone.
D1 Evaluate management and leadership styles in a specific service sector organization in
relation to organizational structure and culture
Marriott international uses the combination of Bureaucratic Theory of management and
scientific management theory in an organization. Marriott international uses two type of the
leadership style in the organization namely democratic leadership style and transformation
leadership style in the organization.
LO 2
P4 Investigate the internal and external factors that influence management styles and structures
in a selected service industry organization
Working Environment: It is one of the most important factor which used to play a very
crucial role in the organization at the time of selecting the management and leadership style in
the organization. At the time of nay conflict in the organization Marriott leader always try to
influence the democratic leadership style in the organization as this leadership style include huge
amount of the communication which will help the organization in building the trust among the
employee again in the organization which eventually help the company in improving the
working environment in the organization.
Technology Advancement: It is the another factor in the organization which force the
leader at Marriott international to change the type of the leadership and management style which
is used by the organization. As at the time of advancing new technology in the organization
employee are the one who are more uncertain in the organization as it may happen that they are
not able to understand the new technology in the organization. At the time of that leader at
Marriott hotel always try to adopt the supportive leadership style so that the employee in the
organization get a message that the organization used to care about them. Also Hotel try to
implement the scientific management style in the organization as it helps the organization in
keeping the motivation level of the employee high in the organization as it is one of the most
important part at the time of the change in the organization.
Poor Performance: It is another big factor which drives the change in the management
style and leadership style of the organization. As Marriott hotel used to measure the performance
of the business on the regular basis in the Hotel. At the time of any fall in the performance of the
6

Hotel organization used to adopt stricter leadership style in the organization. Generally poor
performance force the management to adopt Autocratic leadership style in which the leader used
to order or take the decision and employee has to follow the same in the organization this help
the organization in improving the quality of decision in the organization. Organization also used
to adopt Bureaucratic Theory of management in the organization this help the organization in
passing the message in the correct flow to all the employee in the organization.
M2 Strength and weakness of internal and external factor
Working Environment:The biggest strength of good working environment is that it
reduces the amount of the conflict in the in the organization at the same time good working
environment sometime overlook the issue which is faced by some employee.
Technology advancement help the organization in bringing the new and innovative
product in the market at the same time technology advancement also used to increase the cost
requirement for the company in the long run of the business.
D2 Critical Analyse the internal and external factors that influence management styles and
structures in a selected service industry organisation identifying strengths and weaknesses
Working Environment: At the time of nay conflict in the organization Marriott leader
always try to influence the democratic leadership style in the organization.
Technology Advancement: At the time of that leader at Marriott hotel always try to
adopt the supportive leadership style so that the employee in the organization get a message that
the organization used to care about them.
Poor Performance: Generally poor performance force the management to adopt
Autocratic leadership style in which the leader used to order or take the decision.
LO 3
P5 Assessing the current management and leadership skills by providing evidence of soft and
hard skills.
Management and leadership skills are more important and effective for the business and
for its growth factors. There are different management skills which are important for the business
to handle proper human resource and company brand image at market by solving different
problems in Marriott international hotel. On the other side, leadership style has also important for
the hotel industry in order to give proper direction and guidance to employees for proper result of
7

work b y handling customer as well as satisfying them in effective manner. The customer's
satisfaction is most important part of hospitality industry because customers are the king of
service industry. There are different management and leadership hard and soft skills are as
follows:
Management skills (hard skills):
The management skills are more tangible skills that includes uses of software, calculation
of finance and develop effective strategy for work (Durkin and Gunn, 2016). Those all are
includes in hard skills of management. The management skills are usually considers in the hard
skills because this includes the different operations and functions of Marriott international hotel.
Developing skills are more important and effective for the business growth with management
skills. For example: calculation of proper funds/finance in the Marriott international hotel is
very important aspect for business for its growth factors because at their comes different tourist
from different country for enjoying their holidays in effective manner. This comes under hard
skills and that is very important for Marriott to develop finance skills for balancing proper funds
which is received form customers. On the other side, decision-making is also includes in hard
skills because most of the time staff members have to take decision in critical situation. This is
very important to develop these skills.
Leadership skills (soft skill):
The leadership skills are most important for giving proper guidance to their followers for
proper work. This help to motivate staff and employees towards the best result of work. The
leadership skills are comes under the soft skills and help to creating positive working
environment (Bolden, 2016 pp. 143-158). For example: customers relationship manager is very
important for Marriott international hotel because they create great effectiveness in mind of
customers in effective manner by knowing their needs and expectations with company and
culture changes. This creates more effectiveness when customers are highly satisfied with hotel
and its manager in effective and respective manner. On the other side, communication is other
soft skill which is also required to Marriott because of great communication in order to
understand the needs of customers in effective manner (Cox, 2019 pp. 275-275). In the hotel,
comes various country and culture people for enjoying their weakened time for that here is
required to develop and build communication skills by knowing their culture. Through that
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customers are satisfied by their services and create great relations with hotel. This more
beneficial for company to improve soft skill by knowing culture.
P6 Future management and leadership skills
For gaining competitive edge in the market place, it is very much important for the
Marriott International to develop better management as well as leadership skills among its
leaders and other employees. By imparting proper training and workshops, skills, knowlegde as
well as performance measures of such employees can be improved to a large extent. Following
are some management and leadership skills possesses of whcih can help the Marriott
International in increasing its market share:
Positive attitude – By having positive attitude and behaviour towards the problem been faced by
the business, the manager as well as leader can convert it into profitable situation (Dhar,
2016). Remaining confident and calm of leader can help Marriott in dealing with critical
business sitautaions.
Strong communication – Effective communication is considered as one of the most important
business aspect. It helps both the team members as well as leaders in accomplishing set
defined business aims and objectives by explaining the manner of achiveing it with the help
of strategies formulated.
Decision making – One of the most important skills which every business managers as well as
leaders should possess is related to the decision making process. By taking prompt decision
along with future business plans can help Marriott company in gaining competitive
advantages in the market place i.e. By grabing current market opportunities and making use
of it in the business.
Team building – By motivating team members, the leader of the group can enhance the overall
productivity as well as profitability aspect of the company as well as of employees as a
whole (Batool, Khattak and Saleem, 2016). Considering team members while making
decision related to the particular subject matter and inviting their thoughts as well as ideas
can help them feel being involved. This will thus help in building loyalty and strong team.
Creative and innovative – A leader should always possess skills related to creative mind and
thoughts for solving problem in effective as well as efficient manner. Innovative ideas and
decision-making process of both the leaders and of managers along with team members can
help Marriott International in achieving high success and growth (Donate and de Pablo,
9

2015). This helps the company in making high profits along with customer base in the near
future.
M3
There are some leadership and management skills which are crucial for the service sector.
This help to make effective and valuable growth of the company in an effective manner. The
current skills are management and leadership skills are help to make effective and valuable
growth of company by giving proper and effective performance at company with the help of
skills. On the other side, strong communication and team building is most important for growth.
The communication skill is help to communicate and transfer messages to others.
D3 Evaluating change, management and leadership skills response in service sector
By considering the current market as well as customers demands, Marriott International
can make improvements in its business performance level. Making requisite changes in the
business processes as well as methods Marriott International hotel can capture large market share
along with increase in its customer base in the current market place. It is very much important for
a good leader to build in integrity as well as harmony among the team members of the company
for better performance measures of the company. Also, for becoming an effective leader it is
very important to have honesty, commitment as well as delegating nature so that the current
employees of the company can learn and develop leadership as well as management skills.
LO 4
P7 Compare and contrast different service industry organisations’ change management systems
and leadership in implementing change
Hilton Hotels & Resorts(formerly known as Hilton Hotels) is a global brand of full-
service hotels and resorts and the flagship brand of American multinational hospitality company
Hilton. Hilton and Marriott hotel are two competitor. Both the organization used to lead or
manage the operation in different way as compare to each other.
LEADERSHIP STYLE
Marriott Hotel Hilton Hotel
Marriott hotel used to used the democratic and
transformational leadership style in the
organization to lead the group of the people in
At the same time Hilton hotel used to follow
some sort of strict leadership style in the
organization. Hilton hotel uses the Autocratic
10

the organization. Generally the leader of
Marriott hotel used to involve themselves in
the operation of the organization and help the
employee with the solution of the problem
which is faced by the employee in the
organization. After that leader in the
organization used to conduct the different
meeting in the organization and take the
feedback of the different employee in the
organization and on the basis of same used to
make different decision in the organization.
leadership style in the organization in which
the organization used to supervise the
operation of the business and also used to
consult with the different stakeholder. On the
basis of all of this leader used to take the
decision in the organization. Leader of the
organization also used to pass on the road map
to all the employee in the organization on the
basis of same all the employee used to work to
achieve the organizational goal in the
organization.
Change Management
Change management is a systematic approach to dealing with the transition or
transformation of an organization's goals, processes or technologies. The purpose of change
management is to implement strategies for effecting change, controlling change and helping
people to adapt to change. Generally, all the organization used to take the variety of the thing
into consideration at the time of managing the change in the organization such as what impact
will be brought by the replacement on the process, system and employee in the organization.
There are many different type of the change which generally used to occur in the organization
such as Development change, the change which is brought to improve previous process and
procedure. Transitional change, change which used to move the organization away from current
status. Transformation change, change which radically alters the culture and operation of
organization.
Marriott Hotel Hilton Hotel
At the time of the change in the organization
Marriott hotel used to conduct the several of
meeting in the organization in which all the
employee are taught abut the reason of making
the change in the organization and also try to
provide them the information why was that
Hilton also used to make the employee feel
comfortable in the organization at the time of
the change in the organization but in the
different way. Hilton hotel used to conduct the
different training in the organization to make
the employee more proficient to dealt with the
11

change was important for the business. This
help the Marriott hotel in getting the support of
the employee as employee are the one who are
more uncertain at the time of the change in the
organization.
different situation in the organization. This
generally help the organization in improving
the efficiency of the employee or Human
resource in the organization.
M4 Analyse how change management affects management and leadership skills and styles
At the time of the change in the organization Marriott hotel used to conduct the several of
meeting in the organization whereas Hilton also used to make the employee feel comfortable in
the organization at the time of the change in the organization but in the different way.
CONCLUSION
After going through the above report it has been summarized that there are many
different type of the management theory such as scientific management, administrative
management. After that the report summarized that the leader used to play a variety of role in the
organization and also uses the variety of the leadership style in the organization. After that the
report summarized that Marriott international uses the mixture of the leadership and management
style in the organization. After that the report summarized that working environment, poor
performance are the same factor in the organization which used to influence the management
style in the organization. In the end the report summarized that all the organization in real used to
implement the leadership and management style in different way with the example of Marriott
international hotel and Hilton Hotel.
12

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