Service Industry Leadership and Management Analysis Report

This report delves into the realms of leadership and management within the service industry, using the Artist Residence London as a case study. It begins with an analysis of classical management theories, such as scientific management and Weber's bureaucratic approach, evaluating their relevance to sustainability in the hospitality sector. The report then assesses various leadership roles and styles, including radical, creative, and visionary approaches, within the context of the hospitality industry. A review of management and leadership styles at Artist Residence London is provided, evaluating the organization's creative and participative approach. The report further examines the internal and external factors influencing management styles and structures, using PESTEL analysis to evaluate the external environment. The report then focuses on current and future management skills required by the service sector, and an evaluation of how the service sector responds to change management and leadership skills. Finally, the report concludes by comparing different service industry organizations change management systems and leadership in implementing change.

Leadership and
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................4
Task 1..............................................................................................................................................4
P1 Analysis of the different classical management theory's in context to the selected
organisation............................................................................................................................4
P2 Evaluation leader roles and different leadership styles in context to the hospitality industry
................................................................................................................................................5
P3 Review of the management and leadership style in a specific service sector organisation6
M1 Analysis and evaluation of management and leadership styles in relation to selected
organisation’s structure and culture .......................................................................................7
D1 Evaluation of management and leadership style making links to theorists and providing
evidence of organisational practices.......................................................................................7
Task 2..............................................................................................................................................8
P4 Evaluation of internal and external factors which influence the management styles and
structure in the selected services organisation........................................................................8
M2 Analyse the internal and external factors that influence management styles and structures
in a selected service industry organisation identifying strengths and weaknesses.................9
D2 Critical analysis of how specific management styles have been influenced and changed by
the internal and the external factors in your selected service industry organisation............10
Task 3............................................................................................................................................10
P5 The current management and leadership 'hard' and 'soft' skills .....................................10
P6 Future management and leadership skills required by the service sector ......................11
M3 Evaluation of current and future management and leadership skills that are important for
the service sector..................................................................................................................12
D3 Evaluation of how in response to change management and leadership skills in the service
sector.....................................................................................................................................12
Task 4............................................................................................................................................12

P7 Comparison of different service industry organisation change management systems and
leadership in implementing change......................................................................................12
M4 Analysis of change management affecting management and leadership skills and styles13
CONCLUSION ............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Sustainability in context to the hospitality industry is involving the management of
resource's and environment conditions in order to sustain in the market with in appropriate
resources support. It helps the organisation to sustain in the market by following the
environmental sustainability rules and regulations. So with in proper management of
environmental sustainability organisation can helps itself and others to sustain in the
environment within availability of appropriate resources. In this report Artist Residence London
is the newly opened town-house, boutique hotel. Located in the Pimlico, London UK. In this
report different classical management theories and leadership style is going to be evaluate in
order to implement it for sustainable management functions. Exploration of the various factors is
going to be done on this report which influence the management style and structure of the
services industry.
Task 1
P1 Analysis of the different classical management theory's in context to the selected organisation
Classical management theory is related to the belief of organisers that employees only
posses the physical and economical growth (Alrowwad and Abualoush, 2020). This is not related
to the job satisfaction and social needs of the workers but that is involves the lobar centralize
leadership and decision making approaches. Some classical management theory's are explain
below in context to its application on sustainability issues management of selected organisation.
Scientific management- This is one of the classical theory which involves the classical
approach of the employees productivity management. This theory involves the application of
engineering science into the operational level of the organisation. This theory was given by the
Winslow Taylor. This theory helps to increase the productivity of employees with in the help of
intensive technology, under which employees are consider as the adjuncts throughout the task
routine. Majorly this approach involves the use of automation techniques for employees
management and motivation. Artist Residence London can use this approach in order to solve
their sustainability issues such as the problem of high resource's consumption (Amah, 2018). So
in context to selected organisation functional formanship of supervision is can be done along
with the application of scientific training and automation of the work environment.

Weber's bureaucratic approach- This another most effective classical management
theory given by the Max Weber, who states that management of the organisation and employees
is can be done by formalized bureaucracy structure (Bellandi and Santini, 2020). According to
this theory for effective team management and sustainability organisation should sue the best
hierarchical structure which should include proper sets of rules and regulations along with the
proper structure of authorities who can manage and govern those regulations. Artist Residence
London can use this theory to effectively manage the workers for sustainable business functions
and approach. Such as organisation can use the labour specialization approach of the this theory.
They can set the rule for appropriate use of resource's which can helps them to sustain longer.
Administrative theory- This classical management theory involving the department
differentiation approach for the systematic management of the performance and operational
activities. According to this theory organisation has to structure their business task in to the
different departments for the effective performance and resource's management through which
they can sustain longer in the market. Artist Residence London should use the techniques and
strategies of this theory in order to reduce their sustainability problem by effectively managing
the organisation systems and HR behavioural management. They can make different
departments with in the organisation to manage the effective use resource's at each task
functions without any waste.
P2 Evaluation leader roles and different leadership styles in context to the hospitality industry
Sustainability is the concept of safe and resource's full environment and in context to this
sustainable leader role and style have to be effective in terms of betterment of environmental
factors and world. Sustainable leader should posses the personal characters which can helps
them out to lead with empathy in order to support and influence their employees for sustainable
actions. Some leadership style is given below in context to the hospitality industry.
Radical leadership style- In this type of leadership style leader focus on the
development and improvement of their subordinates along with specific vision (Deitch, 2020).
They give importance to development and betterment of the employees rather then the task.
Which helps the leader to build strong relationship with subordinates along with the
development of their professional skills through which they can work effective with in
management of the resource's to be sustainable business organisation.

Creative leadership style- This is another important sustainable leadership style which
can help the hospitality industry to effectively manage their sustainability functions (Fard and et.
al., 2020). This involves the cooperative working approach of the leader in order to develop the
innovative management and functional ideas which helps to make sustainable resource's
management approaches. Artist Residence London can use this leadership style to build the
conditions where employees can work effective and develop the creative way of resource's use
and management.
Visionary leadership style- This is the leadership style which involves the leaders
approach for analysis of employees exponential for growth along with the evaluation of their
skills and objectives. Under this leadership style leader help their subordinates to build the strong
success vision by helping them out to understand their potential. Artist Residence London leader
can use this approach in order to help their subordinates for developing the sustainability vision
and objectives of life and professional through which they can contribute towards the
environmental sustainability.
P3 Review of the management and leadership style in a specific service sector organisation
Hotels are one of the major important group of the hospitality industry which involves
the different functions of products and services management throughout the organisation. Such
as the food and beverage management, customers caring and servicing, logistic management of
the hotel services. Artist Residence London is recently developed hotel which is type of
boutique hotel. Which provide the creative hotel services with home like appearance and
servicing.
Transformational management and leadership style- This is the leadership and
management approach use by the leaders of organisation in context to the innovative growth and
management of the organisation. Under this style of management leader work with their
subordinates for analysis of organisation needs for change and sustainability which further
proceed with the creation and sharing of the innovative idea and vision and make commitment to
bring changes (Fontana and Musa, 2017). Artist Residence London leader is using this
management approach along with the aid of managers. This is the best approach use by the
organisation for effective management of organisation serving and resource's consumption
through which they can sustain with the balance use and application of the resource's.

Organisation make the use of innovative assets for the appropriate and save consumption of the
electricity they use for electrical oriented services.
Participative leadership style- This is the leadership style which include the
participative activities of decision making where leader encourage their employees to participate
in decision making process and give their suggestion for improvement and betterment (Halling
and et. al., 2019). Once leader get appropriate suggestion then he evaluate those feedbacks to
take effective decision. Artist Residence London using this leadership and management style in
context to some selective department such as the promotional employees and some stakeholders.
M1 Analysis and evaluation of management and leadership styles in relation to selected
organisation’s structure and culture
As per the view of Alberto Pastore (2020) there are the various types of sustainable
leadership style which contribute towards the development and implementation of sustainability
approaches for effective resource's use and management such as the radical, visionary, creative
leadership style . In context to this report and selected organisation, Artist Residence London,
their management and leadership style is creative and participative. Which involves the
cooperative working and discussion of the subordinates and leaders to develop innovative
resource's management and task accomplishment techniques.
D1 Evaluation of management and leadership style making links to theorists and providing
evidence of organisational practices
Management and leadership styles in the organisation leads to the gaining of productivity
and improve the performance of the organisation. In respect to the selected hotel, scientific
management theory used by the hotel helps in enhancing the productivity of the employees.
Using this theory also helps in utilising the resources in an appropriate manner. But also it will
take huge capital for working of the organisation. Participative leadership style used by the
organisation in order to give chance to their employee in decision making and also informed
about all the situation of the hotel.

Task 2
P4 Evaluation of internal and external factors which influence the management styles and
structure in the selected services organisation
Organisation activities and success is depending on the stability of the internal and
external environment so there are the various factors which influence the management system
and functions of organisation. Which has to analyse and evaluate in context to appropriate
planing and selection of strategies. Some internal and external factors are given below in context
to the selected organisation.
Internal factors of business
 Company culture- Company culture refers to the values, goals, attitudes and practices
shared in the organisation (Luu, 2017). In relation to Artist Residence London, poor
communication can create a huge impact on the running and productivity of the
organisation.
 Commitment to sustainability- People are switching towards using sustainable products
which are environment friendly. The selected hotel uses sustainable products for the
decoration of their rooms and halls.
 Human resources- Human resource play a vital role in hiring of right candidate for right
position for the organisation. Artist Residence London hire the best staff for their hotel in
order to serve to their customers.
 Financial resources- Finance resource plays a role in providing funds for the firm. In
context to the selected hotel, during Covid 19, the finance resource made plans people for
giving salaries as the people were not allowed to step outside.
External environmental analysis with in the application of PESTEL analysis
PESTEL analysis is one of the most appropriate tool use for the analysis and evaluation
of external environmental factors. Organisation management activities and business plan should
be modify on the basis of these changing external environment factors because they highly
influence success of business plan. External environmental elements are explain below in
context to the selected organisation.
Political- Rules and regulation for the hotels along with the government facilities are
influencing by the action of political parties in context to the particular industry (Luu, 2019). If

political activities and regulation change in hospitality industry point of view then organisation
have to manage their function according to that.
Economical- This is external factor which involves the economical condition and
facility's of the target market. Such in context to the selected organisation Artist Residence
London the major economical factor which influencing the hotel financial and sale function is
higher tax rate and lower customers rate due to the lower financial conditions of the customers.
Social- This is another most important element of the external environment which
influence the product development and service management activities of the organisation. It
involves the factors like customers needs related to the changing trend's and cultural
requirement. So at percent customers trends for the fusion and vegetarian food is influencing the
organisation operational activities to change according to that.
Technological- In context to the hospitality organisation technology is the external factor
which has to be manage and update with in the right period of time. That is basically helps the
organisation to be more productive and effective in terms of resource's management and
sustainability. Such as the new and innovative techniques of payment and product preparation is
helpful.
Environmental- This is the factor which covers the impact of changing environment
and legislation of its protection and sustainability. Such as the COVID-19 is the environmental
factor which is impacting the whole functions of the organisation management system and
environment protection legislation force to be sustainable.
Legal- Legal factors such as discrimination law, consumer protection law and so on. In
reference to the selected hotel, innkeeper law ensures about the safety of their guests and their
properties.
M2 Analyse the internal and external factors that influence management styles and structures in
a selected service industry organisation identifying strengths and weaknesses
Internal and external factors influence the management style and structures as it create a
direct impact on the performance and profitability of the organisation (Mutonyi, Slåtten and
Lien, 2020). In reference to Artist Residence London, internal factors can be change and
modified within the organisation but external factors cannot be changed as they affects the from
outside the organisation. External factors can be compete with the organisation in order for a

smooth running of the organisation. Both internal and external factors helps in analysing the
current position as well as future growth of the organisation.
D2 Critical analysis of how specific management styles have been influenced and changed by
the internal and the external factors in your selected service industry organisation
Current internal and external environmental factors are themselves influence by the worst
effect of COVID-19 (Pasamehmetoglu and et. al., 2017). Such as the HRM system of the Artist
Residence London have highly influence by the environment factors and that is COVID-19 due
to which organisation have to change their employees working and management function with in
the proper sanitization of work place. Then other internal factor is financial resource's which
influence the functional and allocation of resource's for other function according to the financial
department calculation. Financial stability have helps then to be more creative by
implementation of new techniques. Environmental and legal factors are the major external
elements which influence the all other operational management system of the organisation where
they have to take care of the safety and risk management.
Task 3
P5 The current management and leadership 'hard' and 'soft' skills
The management and leadership skills are important in hospitality sector as it helps in
development and running of the organisation. They helps in managing and controlling of various
activities and functions in order to provide better services to the customers. In relation to the
selected hotel, management and leadership skills are mentioned below- Management skills: Management skills are those skills which a manager should have in
order to manage and control the organisational functions and activities. It includes
various management skills which are mentioned below-
Food and beverages management: It is the management and knowledge of food and beverages
serving to the customers. Artist Residence London ensures about the food safety and also
handles food complaints in a smooth way.
Marketing and sales:Marketing and sales refers to the monitoring and analysing different
channels for the business (Saini, 2017). Marketing and sales helps Artist Residence London in
utilising and measure the effectiveness of the using marketing through digital marketing , social
media marketing and many more.

Business sense: Business sense includes planning and financial management which have the
role of handling budgets such as planning of menu, recruitment and so on (Tilmouth, 2019).
Artist Residence London plans their own menu and accommodation rooms and halls according
to their budget. Leadership skills: Leadership skills are those skills which a person should have for
guiding and directing in order to achieve the organisational goals. A person should have
certain skills for directing and they are mentioned below-
Training: Training is given to all the new and existing staff for polishing their skills, Artist
Residence London provide trainings and also offers helps in improving their performance
through performance evaluation, recognition and motivation.
Problem solving: Staff are trained to solves problems and give appropriate solution to the guest.
Artist Residence London provide with all the solutions to their customer as their impressions
matters in hospitality industry.
Flexibility skills: In hospitality sectors, employees often work at odd hours for providing
services to the customers and one must be flexible to work in such industry. Making employees
makes Artist Residence London open 24*7, providing all the services at night too for their
customers.
P6 Future management and leadership skills required by the service sector
Management and leadership play a vital role in development and running of the hotel
industry. As the rising of competition and technologies, various changes are taking place by
switching more towards new inventions and skills. Service sector also need future developments
by applying different skills in order to serve to the customers are mentioned below-
 Technology: Now a days with the rise of technology, people are more switching towards
them for their ease. In relation to Artist Residence London, they are using technology in
their hotel to make the work easy and hassle free for them as well as for customers. In
future, due to heavy demand of robots in the world, the hotel can switch to use robots for
providing services to the customers. Robots can manage all the activities and functions of
the hotel timely and accurately.
 Soft skills assessment: Soft skills can be assess with the help of technology so that
managers can easily help in improving their skills (Xiaotao and et. al., 2018). Artist

Residence London can use applications for detecting their soft skills and mistakes so that
managers can work on their skills in order to improve them.
 Transparency: Transparency between all the staff and manager should be there.
Company's privacy is important and due to leaking from digital world can ruin the whole
image of the organisation. In relation to the selected hotel, the manager and all the staff
communicate face to face so that their secrets can be maintained.
M3 Evaluation of current and future management and leadership skills that are important for the
service sector
Evaluation of both current and future management and leadership skills is important as it
helps in describing the current management taken place in the hotel and what will be the future
changes that help in developing and growth of the industry. Various skills be taken place in
future for an effective and efficient performance of the hotel.
D3 Evaluation of how in response to change management and leadership skills in the service
sector
Management and leadership skills are important component for a successful change in
the organisation in order for a better performance of the organisation (Wang and et. al., 2017). In
reference to the selected hotel, changes are needed for growth such as implementing new
technology, change in the role leadership and organisation culture which helps in gaining more
profitability and productivity.
Task 4
P7 Comparison of different service industry organisation change management systems and
leadership in implementing change
Different service industry have different type of management and leadership styles and
attributes which helps in developing and keep on running its functions and activities. Artist
Residence London is compared to The Townhouse Stratford in order to be the competition is
mentioned below-
 Artist Residence London: Artist Residence London is a boutique hotel which serves its
customers across United Kingdom. This was started by University dropout Justin in 2008
and inspired by Brighton art scene and then started for artist for decoration of
advertisements. This hotels has 10 beautiful boutique bedrooms with decorated guest