Leadership and Management in Service Industry: Report Analysis

This report provides a detailed analysis of leadership and management within the service industry, using Marriott International as a case study. It begins by assessing classical management theories, such as scientific, bureaucratic, and administrative management, and their application in a service c...Read More

Leadership and
Management in Service
Industry

Table of Contents
Introduction......................................................................................................................................3
Task1................................................................................................................................................3
P1 Assess different classical management theories and apply these in a service industry
context.........................................................................................................................................3
P2 The role of the leader and different leadership styles in a service sector industry...............5
P3 Review the management and leadership styles of the company:...........................................6
Task2................................................................................................................................................6
P4 The internal and external factors that influence management styles and structures in the
organisation.................................................................................................................................6
Task3................................................................................................................................................8
P5 Asses current management and leadership ‘hard’ and soft’ skills of Hospitality sector......8
P6 The future
management and
leadership skills required
by the sector .............................................................................................................................9
Task4..............................................................................................................................................10
P7 Compare and contrast
different service industry
organisations’ change
management systems and
leadership in implementing
change......................................................................................................................................10
Conclusion.....................................................................................................................................11
REFERENCES..............................................................................................................................12

Introduction
Every Organization throughout the world are engaged in managing each of their talented
employees. In addition to this, adopt different leadership style as per the particular situation that
exist at a particular point of time (Shek, and Lin, 2015). The manager are responsible for
ensuring the overall management of all the activities and ensuring that every activities is aligned
with their business goals. While, it is isn't necessary for leader's to hold a particular positions.
Marriott International is one of leading company that is engaged in providing Hospitality
services. It is present in all over the world and has traveller large number of travellers in
developing healthy relationship with them. This project covers diverse aspect of leadership and
management. This includes reviewing classical management theory, determining factors
affecting management styles, assess current as well as future of service industry and demonstrate
them.
Task1
P1 Assess different classical management theories and apply these in a service industry context
Every Organization throughout the world make use of different classical management
theory by undertaking a thorough analysis of their environment (Mesu, J., Sanders, K. and van
Riemsdijk, 2015). This enables them to apply the theory that is most appropriate to manage their
activities. For doing this, it is must for the company to understand the three different type of
theories. This can be explained in detail below:
Scientific Management theory: This theory was introduced by Frederic Taylor. He was of
the opinion that by analysing the work in the scientific manner was best way to take in order to
perform a particular task. For doing this, it was must to organize each of their activities

appropriately that will enhance their performance. Along with this, it was important for him to
reward each of their employees as per increase in the individual performances.
Bureaucratic Management Theory: This theory was developed by a German Sociologist
and economist Max Weber. He was of the opinion that bureaucracy, is one of the must for every
Organization in order to increase efficiencies. The Companies, who follow this has a well
defined line of authority.
Administrative Management Theory: This theory was introduced by Henry Fayol. He is
considered as the father of modern management and believes that managing their talented people
and encouraging them to work in teams will enhance the performance of their entire
Organization. This principle can be explained in more detail by understanding all the fourteen
principles that is stated by him. This can be elaborated how the company is utilizing it in detail
below:
 Division of Work: As per this principle, he believed that dividing the work among their
work force with enhance the quality of task performed by each one of them (Stanley,
2016.). This has aided to create a structure hierarchy and bifurcate their work in different
departments. This has broader context and improves various aspects that includes
productivity,efficiency,accuracy as well as speed of their workers
 Authority and Responsibility: This principle states that authority will improve the
efficiency of their work force and also enhanced their responsibility. Marriott utilizes this
by their different level of authority. This has aided the senior managers to be responsible
and supervise the task of each of their junior or lower level of managers.
 Discipline: This principle states that the behaviour has a large influence on their
performance (ia, 2020.). The company enforces that discipline is managed by them
properly by following the number of parameters that include number of working hours,
conduct of employee's in impartial way.
 Scaler Chain: The principle's states that hierarchy should be from top to lowest. This isn't
applicable to them.
 Unity of Command: This principle states that employee should follow one boss and work
under a single authority. The management ensures that their top Senior authority should
monitor the task of each of their employee's.

 Unity of Direction: This principle states that they adhere to their same and specific goals.
The company has ensured that each of their staff is directed towards common goal as per
their qualifications and capability.
 Subordinate of Individual Interest: It refers to that each of their taskforce should be
focussed on achieving organization goal instead of their personal goal. The company
ensured that there is proper alignment and encourages them to be focussed.
 Compensation: This principle ensured that compensation is provided to each one of them.
The company do this by provides that salary and incentives as per their contract.
 Centralization: They follow centralization as all their activities is monitors by their Head
office.
 Decentralization: This refer to dividing the control. Sometime, the control is delegated
power as per their need or situations.
 Order: It states that a well- defined order is required (Willis., Clarke and O'Connor, E.,
2017.). This is done, by the company in a logical order that enables them to achieve the
defined objectives.
 Equity: This principle stated that employee's are treated with equality. This is done by the
company in a organized way as it is a listed company and their shareholding is dependant
on the number of shares owned by them.
 Job Guarantee: It is must for the company to provide job guarantee. They do this by
provide them stability and job security.
 Initiatives:It states that employee should be encourage to take initiatives and take
responsibility for doing task in addition to their limited task. This is done by them by
many ways including new project,new hotel,etc.
 Esprit de Corps: This stated unity among their team member (Delanoy and Kasztelnik,
2020). The company ensures that each of their talents is accountable to their particular
unit and all the unit collectively fulfil the goal of the organizations.
P2 The role of the leader and different leadership styles in a service sector industry
In today's changing time it is important to change the leadership style. The different
company utilize different style and the same leader can apply different styles that is highly
dependant upon the particular situation that has arises in their industry or their economy. It is
important to understand the different leadership styles. Some of these can be elaborated below:

 Democratic: It is one of the most commonly utilized style to arise at effective decision
making. This takes into consideration the input of each of their talented employees. This
encourages employees to be engaged in doing their work.
 Autocratic: This is opposite of democratic. This doesn't considers the input of all their
employees. Instead, they take decision on their own and imposed their decisions.
 Transformational:This basically states the improvisation. The leader isn't instructive each
of their taskforce to their set of goals . Instead, he is increase their goals on a constant
basis as her their capability. This is used by those companies that are focussed on
growing at a faster pace (Ding, Choi, and Aoyama, 2019.). But,it need proper mentoring
to each of their employee on their different capacities otherwise, the employees may lose
interest and won't be focussed on achieving the objective of their Organization.
 Transactional: This style of leadership is even more effective in these modern times. This
encourages the employees to reward as per their capability but it is limited to their
respective task and isn't always much effective. This is because they would be only
motivated to do their limited task.
P3 Review the management and leadership styles of the company:
Democratic leadership style is the management style that is most appropriate for the
leaders as it make each of their talented employees to feel highly valued. This creates high
engagement of their people as the leaders considers the ideas of each of them. Though the final
decision is taken by the leaders itself. But, it is carefully taken by evaluating the ideas of each of
their talented workforce. Although, it is quite time taken but increases the quality but is
eventually helpful in making to effective as well as innovative decision making. This aid
Marriott in increasing retention as well engagement of each and everyone of them and ultimately
enhances the performance of their entire Organization as a whole.
Task2
P4 The internal and external factors that influence management styles and structures in the
organisation
There are different internal as well as external factor that affects the management style as
well as structure of their particular company (Ming and et. al., 2018. ). It is important to

undertake in depth analysis of their internal as well as external analysis. This is because they
have a major influence is the success and failure of their business. It is impossible for the
company to control it's external factor but is must for them to take timely as well as corrective
actions in order to minimize any uncertainty that may occur at a future date. The company has
huge influence in control their internal activities. Some of the internal and external elements can
be explained in more detail below:
 Employees: It is must for the company to place their business at a stronger and
competitive positions. It is important for the leaders to devise new and latest ways by
utilizing the most recent technologies (Tang, 2017). This encourages each of their
talented employee's to meet or even exceed their stated expectation. It can be done by
done in various ways that includes hiring the right talent, training, support as well as the
benefits that will be advantageous for the company's further development.
 Mission Statement: It is must for each of the talent to the know the purpose or mission
of existence (Bavik, 2020Kang, ). It is because each of their employees must be focussed
in preparation of their specific product or services. That will each of them to have a clear
communication and be focussed in the direction on achieving the objectives of the
company.
 Communication: It is must for the leaders to have a clear communication practices . This
is done by the leaders to develop clear and constant communication among their team
members. The two-way communication reduced any confusion and enhanced trust within
the Organizations.
 Competitors: In today's time the every company faces a very high level of competition in
their industry. Marriott even faces tough competition in the hospitality industry. There are
crucial part of the companies external environment. It is important to keep a watch on
their strategies and devise unique as well as utilize the latest technology for handling
their business operations.
 Customers: It is one of the main focus area of every company in order to fulfil their
expectations. It is quit difficult task for the company to predict the current need of their
target market. This is because the need of an individual is diverse and keep changing on a
constant basis. It is important for the management to make accurate prediction to their

customer's need through extensive market research in order to get success in achieving
their objectives.
 Economy: It is one of the most critical external factor and isn't controllable at all. It is
important for the leader to be well informed about the current trend of their economy.
This will enable them to know their spending power and be able safeguard them in
recession time through tight budgets.
Task3
P5 Asses current management and leadership ‘hard’ and soft’ skills of Hospitality sector
The management and leadership throughout the world is engaged in developing specific
skills required by them in order to get ahead in competition in the industry. It is must for the
company to develop as well as enhance both soft as well as hard that is specific to their
operations. This will enhance them to provide each of their visitors enhances their satisfaction by
ensuring that they are able to provide them favourable as well as unforgettable experience. Some
of the soft skills that they current follow can be utilized in detail:
 Team leadership: The leaders of the different team in the company ensures they are able
to develop healthy relationship among each of their team members (Kang and Oh,
2017.). This is done by Marriott in diverse ways that includes listening, support as well as
ensuring that they are able to create a healthy work environment. This enables there
talented employees to address the need of each of their visitors.
 Training: The company is focussed providing adequate training that is highly dependant
on a capability of each and every individual. This is done by them by emphasizing of
diverse indicators that includes training, performance evaluations, recognition as well as
motivation.
 Problem Solving: The company has imbibed strong problem solving skills that has aided
them to provide enhanced customer's experience due to exceptional services. This is done
by them by solving a current problem as early as possible. This enables them to impress
their customers by handling many culture sensitive disputes in a very calm manner.
Hard skills can be easily be defined as well as measurable. Some of the hard skills that
are currently practices are discussed below:

 Food and beverage management: The company utilizing in-depth knowledge that is
largely concentrated around food, wine as well as other beverages that they to their
customer's (Wong, Liu and Tjosvold, , 2015). Along, with this, they even ensure that
they develop as well as enhance the safety with respect of their offering. In addition to
this, they have further build healthy practices by following Covid-19 guidelines and
providing them contactless services.
 Commercial Mindset: The managers of the company ensured that they imbibe strong
skills that mainly includes financial management and business planning. This is done by
the leaders of Marriott by adhering to their set budget and accordingly managing all their
expenses including menu planning, staff training and procurement of resources.
 Sales and Marketing: This refers to ability of their management to understand and reach
the right channel that is widely used by their customer's . The manager are well informed
and have emphasizing more on engaging themselves on widely used social media
channels. This is done by them, by monitoring their each of their activities on a constant
basis.
P6 The future
management and
leadership skills required
by the sector
All the company throughout the world they are undertaking strong planning in order
sustain their position in this volatile market and get successful in long term (Pantouvakis and
Vlachos, 2020). It is must for the company to develop their skills that will enable them to sustain
themselves in the future:
 Revolutionary: The leaders in today's time, have adopted innovative approaches. They
do this, by utilizing artificial intelligence. It is evolving by providing better solution but
is not being revolutionary. It is important of the company and also the entire hospitality
sector to utilize latest technology in order to improvise.
 Experience: Many companies in the industry are focussing on disruptions. This is
definitely fruitful for the sector as a whole. It can be understood better by taking example
of Air bnb as they are enhancing the design of each of their transaction and aren't taking

adequate measures to enrich the experience on their valuable customers. It should be
taken due care in order to sustain their position.
 Digital Skills; The company is already engaging their customer's on a digital level. Still,
they need to take opportunity from recent occurring covid crisis and enhance their
presence on the digital media. It is important for them to be well informed about the
company's changing needs and accordingly strategic for customizing their experience.
Task4
P7 Compare and contrast
different service industry
organisations’ change
management systems and
leadership in implementing
change
In today's dynamic times, change in management is vital due to constant changes that are
occurring in the business environment (Fletcher and Arnold, 2015). It can be explained in terms
of the change impacts the Organizations and how it is handled by the Organization. For doing
this, it is inevitable to understand the change in management of two different service industry.
Let's take the example to hospitality and service industry for understanding the differences
between the two industries. This can be illustrated below:
 People: The change in management among the workforce is must to observe the change
in the entire management. This is done in hotel industry by engaging their talent
workforce by training them on latest used tools that may include new leaders, changing
their processes or developing the skills to their existing work-force. While in healthcare
industry change is done with respect to their to improve the quality that enhances the
safety parameter of each of their customer's
 Process: The change is witness in the management through their various processes. The
hotel industry changes through organizing different layers in a Organized manner. This is
done by ensuring proper identify, training and aligning different layers for their different
department. While in healthcare, changes in processes is done by the leaders by closely

observing the effect occurred due to change. They do this, by organizing different
healthcare programs that helps in clear communication among the public at large.
 Technology: The hotel industry has practices technological changes. They utilizes latest
technological tools and witness positive changes with respect to pricing and inventory
controls and result in enhancing the performance on a large extent. The healthcare
industry has changed at a faster pace specifically due to Covid crisis and the leaders
continue to employ effective survival techniques.
This changes have already been favourable for them and will further be beneficial for both the
industry for getting successful in the future.
Conclusion
This can be concluded from the above mentioned report, that it is important for the
company to utilize the most effective leadership and management Style. As, this have a high
influence in managing and leadership that aid further to enrich the experience of their valuable
customer's. Along with the company needs to careful analyse and implement the most effective
classical management theory. The company's leader ship has proved beneficial for the company
but they need to change their style to meet the situation requirements. They need to also enhance
the skills of each of their talented employee by providing adequate training and constantly keep
up with the change in order to sustain their unique position in long term.

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