Leadership and Management in Service Industries: A Comparative Study

This report provides an in-depth analysis of leadership and management within the service industry, using Tourism Union International (TUI) as a case study. It begins by defining leadership and its importance, followed by an examination of current management and leadership skills, including planning, organizing, communication, and motivation. The report then addresses the future requirements for these skills, emphasizing the need for strong communication, problem-solving, and team-building abilities. A significant portion of the report is dedicated to a comparative analysis of change management processes between TUI and its competitor, Thomas Cook, highlighting differences in leadership styles and decision-making approaches. The conclusion underscores the significance of effective leadership and management, essential skills, and the importance of change management for organizational growth and success in the competitive market.

Leadership and
management for service
Industries

Cover Content
• Introduction
• Current management and Leadership Skills
• Requirement of future management and Leadership skills
• Comparison on the basis of change management process between two organisations of
same sector
• Conclusion
• References

Introduction
Leadership is a continuous process in which leader inspire and motivate its
employees to achieve a desired objective. Challenges and complex problem in
the organisation can also be faced in the best possible manner if proper
leadership style is used. The organisation chosen for this report is Tourism union
international (TUI) which is a top most leisure, travel and tourism company.
Current management and leadership skills with specific examples along with
future requirement of this skills will covered in PPT. in last slides of PPT will
discuss about different kind of change management system within the
organisations

Current management and leadership skills with specific examples
• Management skill - It refers to those abilities and competencies which are
required to an organisation for the effective running and managing business
operations an activities so that the company can attain its set objectives in set
period of time. For the effective operations of the company there are some skills of
management are required which are as following:
Planning - It is highly required for the proper management of the company. In TUI,
with the help of this the manager of the company can effectively make plans for the
business operations and activities so that the firm can properly manage its operations.
Organising- This skill is required to create structure and help in supporting to
accomplish the plan.

Continue…
• Leadership skills - It indicates to those capabilities and competencies which are
help in encouraging and motivating an individual for the completion of the task and
work in given period of time. There are two types of leadership skills such as soft
and hard leadership skills, they are mentioned as below:
Soft skills
• Communication - In TUI, it is highly required skill for the employees because it is a
travel and tourism organisation so it is necessary for them to have effective
communication skill so that they can make interaction with the tourist.
• Motivation - - It is another skill which is also required for the leader of the
company. For example, in TUI, when the employee are working in a team to achieve
a common goal and they feel demotivation cause of any ineffective factor.

Continue….
Hard Skills - It refer to teachable abilities and set of skills which are easy to
quantify. These skills are leaned through classroom program, books or by other
training material. Some hard skills are as following:
Computing Programming - It required for the company to maintain the data and
information of the company.
Proficiency In a foreign Language - TUI belong from tourism sector so this skill
is highly required for the company.

Requirement of future management and Leadership skills
• Both skills i.e. management and leadership are beneficial for an organisation because
it supports them in achieving their desired aims and objectives. Requirement of these
skills are varies on the basis of organisational structure due to which these skills are
also considered as flexible in nature. TUI is operating its functions in hospitality
industry so that it is very important for the managers and leaders of company to
make changes in their skills and efficiencies according to the demand of situation.
Some of the skills which are required in future are discussed as below:
• Strong communication - - It is an important skill which should be acquired by
managers and leaders of TUI so that they can perform their roles and responsibilities
effectively in future period of time.

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• Problem solving - It is also an effective skill that should be acquired by leaders or
managers of TUI which will provide support them in managing conflicts and issues
of workplace.
• Team building - This is an effective competency that should be improve by leaders
and managers of TUI so that better results can be obtained in future period of time.
From the above skills it has been recommended to the managers of leaders should
improve these skills so that better outcomes can be received in future period of time.
Apart from that, deficiency of these skills can lead the dissatisfaction among the
employees of firm so that it is important for leaders and managers of TUI to improve
their skills according to situations for obtaining better results in future.

Comparison on the basis of change management process
between two organisations of same sector
In service industry, each organisation having different kind of working structure due to
which assorted style of leadership is used by organisations. For analysing it, managers
of TUI can make difference of their leadership styles with their rival Thomas Cook.
This comparison is formed in upcoming slides:

Continue…
Basis TUI Thomas Cook
Leadership style In TUI, their managers are
following autocratic leadership
due to which they does not take
support of their subordinates
while making decisions.
Whereas, they take decisions as
per their thoughts and not
discuss with others which is
influencing negatively the
growth and working
performance of employees.
while, Managerial personnels
of Thomas Cook are following
participative leadership style in
which they involve their
employees in decision-making
process so that better decisions
can be taken for betterment of
firm. If decisions are good then
they will automatically
receives better outcomes in
future.

Continue…
Change management
process
It is a process of adopting or
implementing changes
according the requirement
of situation. In context of
TUI, managers are highly
depends on this process
because they make
decisions as per the demand
of situations. Due to which
good brand image is
maintained by the firm in
marketplace (Prasad and
Junni, 2016).
If any changes are required within
the workplace then management of
Thomas cook take support of
Lewin's change management
method so that changes can be
adopted at workplace in effective
manner by using three step of
model i.e. unfreezing, moving or
refreezing.

Conclusion
• From the above discussed information, it has been concluded that leadership and
management both are very important so as to making growth and success of
organisation. Along with it, there are some effective skills and competencies that
should be acquired by managers or leaders of organisation so that desired goals can be
obtained in marketplace. Change management process is also essential at workplace
because without it, any organisation can't take growth and sustainability in market.

References
Chen, W. J. and Cheng, H. Y., 2012. Factors affecting the knowledge sharing attitude of
hotel service personnel. International Journal of Hospitality Management. 31(2).
pp.468-476.
Fitzgerald, L., and et. al., 2013. Distributed leadership patterns and service
improvement: Evidence and argument from English healthcare. The Leadership
Quarterly. 24(1). pp.227-239.

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