Unit 5: Leadership and Management Report - Service Industry Context

This report, prepared for Docklands Academy's Hospitality Management program, analyzes leadership and management within the service industry, specifically focusing on restaurant chains Hazev, Haz and Tas, and Prezzo. The report compares and contrasts the change management systems implemented by these organizations, highlighting the use of Kurt Lewin's and Kotler's models. It also examines the different leadership styles employed, such as strategic and democratic leadership, and their impact on employee retention and organizational success. The conclusion emphasizes the crucial role of effective leadership and management in achieving competitive advantages within the service industry, while referencing key academic sources.

20/04/19
Leadership
and
Management
for
Service Industries
(LO.4)

INTRODUCTION
 This present report will 4 Demonstrate management and leadership
skills in a service industry context as well different between leadership
and management style will also cover in this presentation.
20/04/19

P.7 Compare and Contrast different organisation of Hotel
industry's Change management system and leadership.
Compare and Contrast between Prezzo and Hazev, Haz and Tas of change
management system and leadership implementing change are as follows-
Change Management System
 Hazev, Haz and Tas, Organisation used to adopt Kurt Lewin theory as the use
to implement change in three steps which are unfreezing, changing and
refreezing. Managers of hotel used to create the perception that changes in
required, then moving towards the new, desired level of behaviour and
eventually curing that new behaviour as the norm.
 On the other hand Prezzo use Kotlers 8 step change management model as
manager used to create vision that what is the objective behind change and
after successfully implementation of change, they used to celebrate the success
of the change. 20/04/19

20/04/19

CONT…
Leadership Style:
 The leaders at Hazev, Haz and Tas used to follow strategic
leadership style as leaders used to do their work according to the goal
or vision of the company. In addition to this. Leaders at this hotel used
to adjust there leadership style according to the situation and follows
situational leadership style too.
 On the other hand, leaders at Preezo use to follows democratic
leadership style as they use to allow the participation of all the
employees and staff members in the decision making and this is the
reason why employees retention is high.
20/04/19

CONCLUSION
 The above report comes to the conclusion that leadership and
management plays an effective role in leading the organisation towards
success as well as to get competitive advantage in the business
environment. Further, models adopted by organisation are different in
change management and leadership style both.
20/04/19

REFERENCES
 Laureani, A. and Antony, J., 2018. Leadership–a critical success factor for the effective
implementation of Lean Six Sigma. Total Quality Management & Business
Excellence, 29(5-6), pp.502-523.
 Lowe, G.F. and Brown, C. eds., 2015. Managing Media Firms and Industries: What's
So Special about Media Management?. Springer.
 Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation,
employee engagement and perceived leadership style: a study of managers in the
private service sector organizations in India. Journal of Services Marketing, 29(1),
pp.59-70.
 Sunder M, V., 2016. Lean Six Sigma project management–a stakeholder management
perspective. The TQM Journal, 28(1), pp.132-150.
20/04/19

THANK YOU!