HNC Hospitality: Leadership & Management in Service Industry Report

This report delves into the realms of leadership and management within the service industries, exploring the application of classical management theories such as scientific, bureaucratic, and administrative approaches, as well as Handy's Model of Organizational Culture. It examines the roles of leaders and managers, contrasting leadership styles like autocratic and democratic, and management styles including visionary and transactional approaches. The report includes a case study analysis of the Crown Hotel, reviewing its management and leadership practices. Furthermore, it addresses the impact of technology on leadership, and concludes by synthesizing the key findings. The report also includes an assessment brief from the Higher National Certificate/Diploma in Hospitality Management, detailing the assignment's objectives and scope, emphasizing the importance of effective leadership and management in the service sector and exploring the increased use of technology within service industries and its impact on leadership and management styles.

Leadership &
Management, Past, Present
and Future

Cover Content
 Introduction
 Different classical management theories in service industries
 Role of leaders and leadership style in service industry
 Review the management and leadership style in Crown Hotel
 Conclusion

Introduction
To operate an service industry different classical theories are applied, This
theory is based on the employees economic and physical needs. It does not
focuses on the social needs and job satisfaction of the workers. Crown Hotel
staff uses different roles and styles in the organization for effective
functioning. The leaders and manager of the hotel look after the services
which are to be provided to the customers.

Different classical management theories in service
industries
Scientific management theory: This mainly focuses on one best way to do a job.
The scientific management theory was developed by Frederick Taylor in the
mid 1880s.
Bureaucratic management theory: This theory was given by Max Weber and
explains that everyone should be treated equal and the division of work should
also be properly planned as per the specialized employee

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Administrative management theory: This theory was introduced by Henry Fayol.
The administrative theory defines that every work should be executed in a a
systematic way and should be classified into different departments so that the
task can be effectively accomplished. In Crown Hotel the managers segment
the work as per the specifications to utilize the time because experts will do
the work effectively instead of others.

Handy’s Model of Organisational Culture
This model is developed by Charles Handy and Rogar Harrison to monitor the
culture of a company. It contains different culture like power, role, task and
person. The brief description of this model is as following:
Power culture: This culture defines that the power is controlled by few
individuals, they influence the whole organization.
Role culture: It defines the role and responsibility of individuals according to
the persons positions

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Task culture: It defines that when any specific problem is detected in Crown
Hotel organization this culture is formed to solve the issues of employees and
customers.
Person culture: It defines the individuals who are working within the
organization. In every organization there are some particular roles for that the
skilled persons are required such as accountants and lawyers.

Role of leaders and leadership style in service industry
Role of leader
Create vision: A leader of an organization creates vision for the employees to accomplish the
goals and objectives of the company. It can be defined as the statement which declares long
term and short goals.
Execute the strategies: The strategies and plans are executed by the leaders so that long term
goals can be achieved with the help of proper planning.

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Role of manager
Allocate the resources: The manager of Crown Hotel allocate the resources such
as employees, monitory resources for the organization so that the tasks can
be completed without any delays.
Formulate strategies- The manager of respective company develop and
formulate policies and strategies so that employees can work properly
accomplish their aims and objectives of business of firm.

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Leadership Styles
Autocratic style: This leadership style defines the bossy nature of the manager
where they command the employees for task and activities. In this leadership
style, leader is the single person who is responsible to take decisions.
Democratic style: This style of leadership defines that the manger and leaders
listen the thoughts and ideas of the employees. With in this leadership style,
employees are also involve in decision making process.

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Management styles
Visionary style- In this management style, manager of Crown Hotel make focus
on the setting objectives regarding organisational growth and develop policies
and plans to attain these aims n efficient manner.
Transactional style- Within this style manager focus on incentives, bonus and
other rewards to motivate employees so that they can work effectively and feel
motivated. This help in constructing a good organisational culture.

Review the management and leadership style in Wa-Pila
Leadership style is defined as the method which is effective in directing ,
implementing, motivating employee to perform well in organisation. In this
context, first leadership style is performed by Kurt Lewins in 1939. In
organisation, manager can use various type of leadership this leadership styles
include autocratic, democratic, laissez fair, transformation styles. Crown Hotel
provided the services like lodging, food and drink services etc.