Leadership and Management Analysis for the Service Industry Report

This report delves into the critical aspects of leadership and management within the service industry, using Safestay London Elephant & Castle as a case study. It begins by assessing classical management theories like scientific management, bureaucratic management, and administrative manag...Read More

Leadership and
management for
Service Industry

Table of Contents
Introduction......................................................................................................................................1
LO1..................................................................................................................................................1
P1 Assess different classical management theories and apply these services in industry context
................................................................................................................................................1
P2 Explain the role of leader and different leadership styles in service industry...................2
P3 Review the management and leadership styles in Safestay London Elephant & Castle...4
LO2..................................................................................................................................................4
P4 investigate internal and external factors that influence management styles and structures in
Safestay London Elephant & Castle.......................................................................................4
LO3..................................................................................................................................................6
P5 Assess current management and leadership “hard” and “soft” skills providing evidence
from hospitality industry........................................................................................................6
P6 Discuss future management and leadership skills requires within service sector and how
these skills can be achieved....................................................................................................7
Conclusion.......................................................................................................................................8
Books and Journals.................................................................................................................9

Introduction
Leadership and management are the two essential component of each business and
especially in service industry. Management is terms used to describe the process of planning,
organising, controlling, decision making and motivating the physical, financial and human
resources of an organisation with the aim of achieving its objectives. It is the series of activities
executed with the aim of achieving organisational goals. Whereas leadership is defined as the
capabilities of an individual to drive the efforts of a workforce towards the common goals and
objectives (Sobri and et. al., 2019). These terms are sometimes interchangeably because of their
unique set of functions, skills and features. Safestay London Elephant & Castel Hotel is UK
based hospitality Service Company housed in 18th century Victorian redbrick building. The
below mentioned report is on the classical management theories and leadership styles, factors
that influence the management and leadership styles and assessment of current and future
management and leadership skills in services industry.
LO1
P1 Assess different classical management theories and apply these services in industry context
Classical management theory was is one of the significant view of the managing the
organisation which is based on the concept is that employees or workers only have economic and
physical needs. The theory evolved around 19th century at the time of industrial revolution and
due to the problem aroused in factory system, managers recognised the role of management or
scientific method to increase the productivity of the workers.
Classical management theories
Scientific management theory: Frederick W. Taylor also known as the father of management,
propounded this theory of management. Taylor suggested that there might be several ways to
process a task but selecting the best and appropriate way helps the employees to work in a
productive manner (Gunawan, Kusumaningrum and Sumarsono, 2019). Taylor suggest four
principles to make people understand how productivity can be increased through selecting a best
way to do work.
 Safestay London Elephant & Castle analyse the each portion of work and select the best
way perform it.
1

 Employees are selected wisely and are provided necessary training to perform work in a
efficient manner.
 Managers at Elephant and Castle Hotel cooperate with the workers at each stage and,
 Divide the work as per the expertise, knowledge and experience of employees.
Bureaucratic Management: This theory was developed by Max Weber, a German sociologist
who suggest that organisation must have a hierarchy of positions, each one of the employee is
identified with their roles and responsibilities and who will report to whom. Rewards were also
give on the basis of favouritism and not as per the performance of worker, Weber brought
rationality in an organisation through division of labour and work (Davids and Waghid, 2019).
Safestay London Elephant & castle hotel have clearly defined hierarchy level which avoid
confusion at workplace and misuse of power and authority.
Administrative management theory: This theory was suggested by Henri Fayol (1841-1925)
who suggested that planning, organising, controlling, commanding and coordination should be
the main functions of the management. The aim of the theory is to organise the things in a
systematic manner, and with the application of this theory, Safestay London Elephant & Castle
hotel have a division of labour, defined roles and responsibilities and hierarchical structure in a
company.
P2 Explain the role of leader and different leadership styles in service industry
Leaders in any kind of business firm act as mentor or guide for the employees who assist
them at each stage of their task and clearly explain the roles and responsibilities of each
employee contributing towards creating a productive working culture.
Role of leaders in Safestay London Elephant & Castle
 Setting goals and objective: First and foremost role of the leaders is to create a short term
goals and objectives for the employees to achieve keeping in mind long term vision and
goals of the company (Rathmell, Brown and Kilburg, 2019). These set standards and
goals help the employees to work with zeal and energy.
 Organising: A good leader is well known by his good ability to organise workforce into
an effective team to make the best use of their capabilities. Leaders must assess the skills
and competencies of each employee and assign them work as per their field of expertise
and experience.
2

 Direction and motivation: Leaders in the Safestay London Elephant & Castle work
primarily to keep their employees motivated at workplace so that they can work with cent
percent commitment and productivity towards the common objective. Leaders are known
for their guidance and directions in an organisation who assist and encourage employees
to work in a desired manner and help them achieving their personal goals too (Lee and
Park, 2020) (Karadag, 2020).
 Liaison between management and workers: leaders acts an intermediate between the
workers and the management as he communicate the policies, standards and practices of
the Safestay London Elephant & castle to the workers and represent the interest and
expectation of the workers before top level of management.
Leadership styles used in service industry
Leadership styles represents how the leaders in an organisation guide and lead the
workforce at different stages. These styles reflect their personalities, behaviour, attitude and the
way they deal with the employees.
 Democratic leadership: This style of leadership style is also known as participative style
and as name suggest leaders under this style involve the team members in the decision
making process. Doing so employee feel valued, motivated, engaged and as a part of the
company. Service industry with this style of leadership builds trust, brings innovation,
creativity; and develops the quality of team spirit and cooperation among the team
members.
 Autocratic leadership: As the name suggest this kind of leadership style is boss-centered
and have complete control over the business operations. Communication flows from top
to bottom under this kind of leadership where leaders impose policies, instructions and
activities over employees and ask them to comply with (Perumal and Moyo, 2019).
 Laissez-faire leadership: Sometimes also called delegative leadership style where leaders
let their workers to do their work the way they want. This a based on non-interference
style of working where leaders only state the goals and does not check on the workers.
Laissez-faire style of leadership is only successful when the workforce is highly skilled,
experience and confident to do their work own.
3

P3 Review the management and leadership styles in Safestay London Elephant & Castle
There are several ways and styles through which leaders can handle and manage the
workforce, implication of these styles at workplace is known as the management style. Leaders
are known for getting all the employees together on a common platform and utilising them to
their best potential to work towards the common goals. Management in an organisation helps in
strengthening and developing a collaborating working practices so that employees work as a
single unit (Mousa and Puhakka, 2019).
Safestay London Elephant & castle work with the democratic or participative style of
working. With this management and leadership style company ensures that there is openness and
effective communication between the management and employees eliminating the barriers of
power and authority. Safestay London Hotel let their employees to freely participate in the
decision making process where ideas, opinion and belief of each employee is respected, valued
and recognised. This style of management is effective in keeping the workforce engaged,
motivated and valued in the organisation and make them feel their role in an organisation is a
significant.
Participative style of management take into account feedback and suggestions of the
employees before making final decision which empower them to contribute towards meaningful
work. With this style of management employee are most likely to work with commitment,
productivity and promised to stay with the company even longer period.
LO2
P4 investigate internal and external factors that influence management styles and structures in
Safestay London Elephant & Castle
Management styles can be defined as the way manager is going to opt for planning,
organising and directing the efforts of the workforce towards the achievement of common
objective. Management style reveals how decisions are made in an organisation, how work is
planned, distributed and assigned to the employees and how the power is exercised in an
organisational structure (Fennimore and Warshawsky, 2019). These management styles vary
person to person, nature of the organisation and culture of an organisation. Therefore it is
necessary to take into considerations several factors that shape the management style of a
Safestay London Elephant & castle.
4

Internal factors
Personality: One of the significant factor that affect the management style at workplace is the
personality of an individual who is charge of the managing the people. Being their nature and
characteristics a leader can better influence and manage the people in an organisation that
behaving contrary to their personality traits. For instance, a charismatic nature leader can-not
work in the autocratic style of management, he/she can better influence the people through their
charming demeanour (Mihardjo and et. al., 2019).
Belief system: Another internal factors that affect the selection of management style is working
ethics and values a working holds. Leaders are effective in managing the people as per their
values, beliefs and opinion. For instance, if a personal believe that higher results can be obtained
only through a collective efforts than the person will most likely to choose participative style of
management where efforts of each and every employee is taken into account.
Culture of company: Nature of a company and the value system they hold is another factors that
influence the style of management in a company. Safestay London Elephant & castle have a
highly motivated and productive working culture where employees are equip with essential
training to develop the skill set, and Laissez faire style of management style is ideal where
manager do not micromanage the workforce but encourage them towards common goal.
External factors
Economic and political factors: These factors have direct influence over the performance level
of a company and leaders as well (Badura and et. al., 2020). Leaders at Safestay London
Elephant & castle keeps themselves updated with the suppliers, customer and competitors as the
detailed analysis of these factors help the leaders to work towards the vision of a company.
Intensity of a competition, changing buying habits of the customer or demand and supply in the
market may lead the suppliers to make changes in their cost structure.
Technological factors: Rapid changes and technological advancements have made the business
to bring changes into their business operations. A leader must be agile, flexible and adaptable to
the changes so that there may be development of innovation to better serve the needs of customer
and remain competitive.
Sociological factors: Understanding the demographics and culture of a target audience and
understanding the characteristics of the people help the leaders to shape their behaviour in order
5

to manage the employees at workplace. These factors help to understand the dynamics of the
target audience which enable them to create a goods that matches to their needs and desires.
LO3
P5 Assess current management and leadership “hard” and “soft” skills providing evidence from
hospitality industry
Skills are the essential tool of a leaders which enable them to execute their job well and
better way as compared to others (Gurr and et. al., 2019). Skills are classified on the basis of
their nature such as soft and hard skills. Soft skills are referred to those which define the
personality traits and habits of an individual and their way of working which are developed
during entire course of a life whereas hard skills are those which are acquired through education
or specific training and are related to technical knowledge.
Soft skills
Communication: Managers and leaders at Safestay London Elephant & castle are good in
communication skills as they effectively communicate with employees that avoids confusion and
making clear about the responsibilities they need to perform within desired standard and
practices. Communication skills facilitate long term relationship with the customer and
employees based on trust and loyalty. Good communication keeps the employees motivated and
work effectively towards common goals (Sobri and et. al., 2019).
Visionary: A good leaders are those who are capable of creating a vision for the company
directing the workforce towards its achievement. Based on their vision they can look up for a
new opportunities, inspire workforce to actively participate and drive their efforts towards the
vision through effective communication.
Responsibility: Managers and leaders are responsible for delegating the work to the employee
and watch their performance over a period of time to see whether they are right path or not.
Managers are responsible for maintaining a desired performance standard at workplace and
achievement of organisational goals.
Decision making: Manager and leaders are responsible for making several decisions at
workplace for instance reducing conflicts, hiring or firing, performance appraisal etc. having
good decision making qualities enable to the leaders to make sound equitable judgement through
critical thinking (Gunawan, Kusumaningrum and Sumarsono, 2019).
6

Hard skills
Multilingual: Having a good command over multiple language help the managers of Safestay
London Elephant & castle to manage the dynamic workforce and interact with the foreign
customer. Multilingual skills helps the organisation to communicate with the foreign customer
and understanding their needs in better way.
ICT skills: Computer skills are becoming core skill in the working environment as the business
and customer are becoming more tech-savvy than before (Davids and Waghid, 2019). Managers
at Safestay Hotel are tech-savvy which enable them to run marketing campaign over internet and
solve customer queries through mail and live chat. These skills also help them to keep the
records of the employees, administrative and several other aspects of business.
P6 Discuss future management and leadership skills requires within service sector and how these
skills can be achieved
Future skills in service industry
 Creative thinking: With the globalisation and technological advancements have
increases the expectation of the audience and needs have changes significantly. Service
industry is responsible for creating a better experience for the customer, therefore
innovation and creative thinking will help the companies to meet the needs of the
audience in an accurate way.
 Tech management skills: Way of conducting business will changes significantly in
future as each every business will be a tech-savvy that will require a workforce who are
expert with the use of technology (Rathmell, Brown and Kilburg, 2019). Hotel industry
have already introduced their reception area with robots to interact with the customers
and use of internet based technology to get access into the rooms of hotel.
 Diverse team management: With the globalisation numerous companies are going
global and expanding its business into foreign market that will bring diversified
customers, supplier and employees. In order to manage the millennials and diversified
workforce leaders must be sensitive to each and every cultural aspect.
These skills can be developed by the managers and leaders by attending seminars which are
designed specifically for enhancing the particular skill set. For instance there are several course
which are designed out for enhancing the technological skills (Lee and Park, 2020). There are e-
learning platform and training programmes which can help the managers to acquire and develop
7

these skills. Managers could become expatriates to for the foreign operations of Safestay London
Elephant & castle that will help in getting the insight of the diversified culture and workforce.
Conclusion
From the above mentioned report it has been concluded that leadership and management in
the service industry help the companies to meet its objectives. Management and leadership in
sometimes interchangeable sometimes due to their similar nature and characteristic, however
having same features they both serves to the different objective of the organisation. Management
is concerned with coordinating and administrating the activities of a business whereas leadership
is concerned with managing and influencing the workforce towards common goal.
8

References:
Books and Journals
Badura, K.L., and et. al., 2020. Motivation to lead: A meta-analysis and distal-proximal model of
motivation and leadership. Journal of Applied Psychology. 105(4). p.331.
Davids, N. and Waghid, Y., 2019. Educational Leadership Reconsidered: Re-Invoking Authority
in Schools. Africa Education Review. 16(2). pp.36-49.
Fennimore, L. and Warshawsky, N., 2019. Graduate leadership education for nurse leaders—
needed now more than ever. JONA: The Journal of Nursing Administration, 49(7/8),
pp.347-349.
Gunawan, I., Kusumaningrum, D.E. and Sumarsono, R.B., 2019, December. Investigation of
Principal Leadership Based on Pesantren: Descriptive Study about Implementation of
Human Resources Empowerment Models Based on Soft System Methodology. In The
4th International Conference on Education and Management (COEMA 2019) (pp.
255-258). Atlantis Press.
Gurr, D., and et. al., 2019. Successful school leadership that is culturally sensitive but not context
constrained. Leadership, Culture and School Success in High-Needs Schools, pp.25-
43.
Karadag, E., 2020. The effect of educational leadership on students’ achievement: A cross-
cultural meta-analysis research on studies between 2008 and 2018. Asia Pacific
Education Review. 21(1). pp.49-64.
Lee, D.S. and Park, S., 2020. Civil servants’ perceptions of agency heads’ leadership styles: the
role of gender in public sector organizations. Public Management Review, pp.1-24.
Mihardjo, L., and et. al., 2019. Digital leadership role in developing business model innovation
and customer experience orientation in industry 4.0. Management Science
Letters. 9(11). pp.1749-1762.
Mousa, M. and Puhakka, V., 2019. Inspiring organizational commitment: responsible leadership
and organizational inclusion in the Egyptian health care sector. The Journal of
Management Development. 38(3). pp.208-224.
Perumal, J. and Moyo, Z., 2019. Disadvantaged school contexts and female school leadership in
Zimbabwe. International Journal of African Renaissance Studies, 14(1), pp.83-105.
Rathmell, W.K., Brown, N.J. and Kilburg, R.R., 2019. Transformation to academic leadership:
The role of mentorship and executive coaching. Consulting Psychology Journal:
Practice and Research. 71(3). p.141.
Sobri, A.Y., and et. al., 2019, December. Validity and Reliability of Questionnaire Problematics
Leadership Beginner School Principals. In The 4th International Conference on
Education and Management (COEMA 2019) (pp. 250-254). Atlantis Press.
9