Leadership and Management in the Service Industry: The Connaught Hotel

This report provides an in-depth analysis of leadership and management practices within the service industry, using The Connaught Hotel as a case study. The report begins by examining classical management theories, including bureaucratic, administrative, and scientific management, and assesses their application within the hospitality sector. It then delves into the roles of leaders, exploring different leadership styles such as autocratic, democratic, and laissez-faire, and identifies the specific leadership approach adopted by The Connaught. The report further investigates the internal and external factors influencing the hotel's management styles and organizational structure, including the impact of technology, political and social factors, and the company's mission. It also assesses both the 'hard' and 'soft' management skills of The Connaught's general managers, and concludes with a discussion on the future management and leadership skills required by the service sector, and how these can be achieved. Overall, the report offers a comprehensive overview of effective leadership and management strategies in the hospitality industry, with a specific focus on The Connaught Hotel's practices.

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1: Assessment of different classical management theories applied in hospitality industry......3
P2: The role of the leader and different leadership styles in hospitality industry.......................4
P3: The management and leadership styles in The Connaught...................................................5
TASK 2............................................................................................................................................6
P4: The internal and external factors that influence management styles and structures of the
Connaught....................................................................................................................................6
TASK 3............................................................................................................................................7
P5 Current management ‘hard’ and soft’ leadership skills of the Connaught.............................7
P6 Determine the future management and leadership skills required by the service sector and
how these can be achieved...........................................................................................................8
TASK 4..........................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership is termed as the division of encouraging a number of individual to perform their
operations and functions for the attainment of the mutual orientated targets as effectively. In
business context, it is the manner of the procedure of guiding employees and dependents with the
manner of an efficient courses to enlighten the managerial needs. It is fundamentally termed as a
communal impact in respect to get the high key term of the effort of other candidates as per to
the attainment of targets and goals of the business (Zhan, and et.al., 2021). The management
consider in this report is The Connaught. It is located in London, and termed as in one of the five
star hotel in United Kingdom. It is an international wide term of the hospitality section that
controls the broad term of the portfolio of hospitality sectors that are related to various
hospitality services. The following report will involves the concept of classical field of the
managerial theories that are applied in the orientation field of the management with several key
roles of the managers and leaders that might be supported by the management in respect to deal
with their candidates. On the other side, the report also follows the internal and external factors
that have an impact on the managerial styles of The Connaught, and its leadership capabilities,
further managerial and leadership abilities that want to be get adopted and the basic section of
The Connaught with its competitive field of the market in relation to the several leadership style
in the business of management as effectively.
TASK 1
P1: Assessment of different classical management theories applied in hospitality industry
As per to classical management theory, leaders and managers of the management will
concentrates on the high profit factors of organisation. The executives of The Connaught controls
each and every managerial activities that helps the business to maximise the total manner of
profitability and productivity of the business and it will also maximise the managerial
performance to certify the sustainability at the market place for longer period of time. It is create
by the three theories of organisation like Bureaucracy theory by Max Weber, Administrative
theory by Henri Fayol and Scientific management theory by Frederick Taylor. As in classical
theory of organisation (Chen, and et.al., 2021). The management is separated into three units
like as high management that involves the chairman and directors or executives who frame the
aims of business. Middle level of management will controls and maintain another division of

managers in respect to frame the targets for the business and on the other side it is lower level
that involves managers who handles the regular basis of actions of candidates and resolve their
problems and disputes. There are several theories of classical management that are discussed
below –
 Administrative theory by Henri Fayol – It will demonstrates a contemporary
organisational methods. Henri Fayol utilise such method to monitor top down
organisation that are extremely important to go by several diverse circumstances and
situations that might be faced by executives of the business. Such theory of classical
management will aid the executives of The Connaught to increase their skills in the role
of administrator (Degbey, and et.al., 2021). It will also involves the direction or
management to all candidates of the management. As per to such theory, at the time of
decision making the staff faculty will consider in the management. It will aid the
executives to improve their links with their candidates.
 Scientific management theory by Fredrick Taylor – It is created on various
instructions that were create by Fredrick Taylor. The manner of such theory is to
encourage the utilisation of technical approaches in respect to implement the actions in
the business. Hence, with the support of such theory, executives and leaders of The
Connaught are capable to create a suitable technique by which the tasks might be get
attained easily. So, such theory will certifies the constructive connection in between staff
faculty and executives as effectively.
P2: The role of the leader and different leadership styles in hospitality industry
The basic section of the leaders in the management activity that have to be focussed on the
expediency. It maintain the resources to create high key of execution in the management or in
high performing hotel, executives might develop targets that processes their growth in the
competitive market. It is termed to be maintain and attaining the key balance in between to both
methods that are concentrates on individual orientation (Vu, and Tran, 2021). The leadership is
extremely essential in each hotel sector in which executives are capable to value and appreciate
their candidates to be the part of their group.
The behaviours of leaders might affect the candidate’s task and its result that are associated
to perform the task that are given to them. Hence, in respect to identify the key efficient manner
of leadership that have the various manner of style that are been adapted by various business

management in respect to attain the managerial targets as effectively in respect to the
development of the business of management. Executives with no leadership abilities will not be
get capable to maintain the organisational development, hence the mangers with no managerial
abilities will quite capable to attain managerial development as there are various manner of the
administrator development that might not be less term of values with needed required sections in
the business.
As there are various leadership styles that involves Autocratic leadership style that is termed
as the management style in which single individual manages the global decision-making of the
business of management and it will not permit the group members to subsidise in the procedure
of decision making (Sampath, Bhattacharyya, and Krishnamoorthy, 2021). It demonstrate that
the concentration of strength is in hand of the executive of the business and the managers or
leaders will responsible for individual decisions that are related to growth of strategies.
Secondly, another leadership style involves Democratic leadership style that presents the
complete concentration of strength in the business is related to the entire team. Such style will
contains communication with each and every associate of the team in respect to figure out the
decisions of the business. In this leadership style it is termed as most effective to be utilised in
business also in search style the leaders are performing with accomplished and knowledgeable
employees. It also allows the leaders to depend their manager on their candidates who are
talented and have powers to deal with any situation in the business of management. On the other
side the last one leadership style is Laissez faire leadership style it is totally reverse of the
autocratic leadership style just because in this the leaders create some of the decisions and also
allow their candidates to involved in the procedure of decision making in the business. It is
specific leadership style that define that the managers for executives and leaders will notice that
who are performing their work in the group not like administrators who allows candidate to
practice liberty of activity in the business of management.
P3: The management and leadership styles in The Connaught
The management and leadership style involves the basic manner by which individual
concerned on forming and handling the group members of the business (Yang, and Han, 2021).
Such type of action will indicate to efficient and innovative group performance on the other side
the styles that are formed as per to the duty or the task that are orientated which is the basic sort
of manner in business. The executive who follow such sort of style will allocated task to their

candidates for implementing rules and actions for them and establish them and last take decisions
as per to their roles and will supervise their performance in terms of the target that has been
attend or not yet.
In context of The Connaught, the leaders and executives are following Democratic
leadership style. The values orientation of standards of the business that are totally related with
the candidates who are performing in the business. The managers of the business considers that
the candidates are basic and essential strength of the management. In terms of the Connaught,
follows effective leadership style that supports the business to attain their targets successfully in
the competitive market place (Harper, Mustafee, and Yearworth, 2021). The democratic
leadership styles support business to maximize the creative abilities of the candidates and ensure
their involvement for the growth of the management. Which the efficient use of such specific
styles candidate of the business communicate with other individuals as in effective way and
various sort of actions can be taken by them for increasing their capabilities and talent of the
employees. In respect to create the hierarchy of power as more efficient democratic leadership
style that has been adapted by management and it will help them to stimulate the creative
intellectual sections in candidates and offer them the powers to take their decisions as per to their
consideration but they should also involve team consultations before taking any decision in the
business of management.
TASK 2
P4: The internal and external factors that influence management styles and structures of the
Connaught
Management styles are the procedure in which executives consider their candidates in an
orientated manner to efficiently manage the managerial procedure (Siciliano, 2021). As there are
certain internal and external factors that have an impact the organisational style and arrangement
of the Connaught.
Internal factors Mission of the company: Vision of the management is an essential aspect that have an
impact on the style of organisation and arrangement in the business. The mission of the
Connaught is to attain higher term and shorter term goals and needs of candidates’
satisfaction.

 Leadership style adopt: High key of the managers will not just subsidises management
but will also motivate their candidates to be encouraged of all the period and enthusiastic
to improve their abilities and skills.
 Building relationship among employees: Interpretation is an essential section that
certifies the accomplishment and structure inventive association in executives and
assistants.
 Communication and employee engagement: Communication is termed as an essential
division in respect to have an impact on the organisation styles and the manner of
business and the necessity of statement in the business as mechanically enhance the
database growth that supports to enhance the communication in candidates (Haque, and
Tausif, 2021).
External factors that have an impact on the organisation style and structure of the Connaught
that are as follows -
 Technology: Technology is one of the important element which influences the
management style and company structure.
 Political and social factors: Political and social factors are the major external elements
which effects the organization.
TASK 3
P5 Current management ‘hard’ and soft’ leadership skills of the Connaught
Soft management skills termed as to such skills that are genetic with the interval and
determinations of the candidates and executives and administrator (Myeong, Kim, and Ahn,
2021). Hence, hard management skills are such skills that might be conducted virtually as
effectively – Soft skills of general manager: The efficient communication, strategy strategies,
determines the substantial faculty through administration, good attending abilities that are
some efficient soft skills of the overall executive of the Connaught. Hard skills of general manager: The hard skills of executives of the managers involves
the profit and loss writing documents, sections of IT tools like laptops, desktops, etc.,
financial plan handling and plans preparation as per to time period.

 Soft skill of restaurant manager: It Certify consumer fulfilment with agreeable
communication abilities, encouraging staff faculty, guiding them are sort of soft skills of
hotel executives of the management necessitates. Hard skills of restaurant manager: Hard skills of hotel executives of the Connaught are
have ownership of IT services, accounting and conclusion of responsibilities in fix time
period. Soft skills of leaders: The soft abilities of leaders of the Connaught signifies the growth
of their perception, have an impact that other candidates or team members, scheduling of
plan of actions, utilising transformational communication style and work as per to the
obligation of candidates and their consummation (Metallo, and et.al., 2021).
 Hard skills of leaders: Hard skills an executives of the management that necessitates in
respect to idea and accomplish tasks are the documentation of faculty and skills in
candidates theoretically.
P6 Determine the future management and leadership skills required by the service sector and
how these can be achieved
There are set of management and leadership skills required in the service sector. Especially
in the organisation like the Connaught hotel where in delivering quality service is the main
purpose of the business. The association renders effective training and guidance so that the
managers and the working staff in the association rightly satisfies the working standards and the
required management and leadership skills in order deliver value experience to the customers.
SKILLS STRATEGY FOR ACHIEVEMENT
Leadership skills Leadership skills is one of the crucial skill
needed in the service industry in order to
manage and monitor all the operational and
day today business activities in the service
industries. With effective leadership skills for
the leaders and managers deployed The
Connaught organisation, Effective leadership
skills helps to share a vision with the team
members of what task and how it is to become

punished, with effective communication skills
it helps to build a strong relationship within
the team members that further contributes
towards accomplishment of team success
leadership skills helps to manage the time by
scheduling all the activities and task within
the specified time Frame. The leaders and
managers in the association and deployed as
per their effective leadership skills wherein
they are capable of solving the problem and
challenges faced by delivering desired
solutions and capable enough to confidently
handle on the spot issues and concerns faced
by the customers. There are different
techniques that the association uses in order to
develop the leadership skills among the
working staff it involves delivering
opportunities of group discussion, continuous
learning and development Program wherein
the working staff are being taught to Follow
discipline, complying with the ethics and
norms of the business, practicing discipline in
the organisation, how to improve the
awareness of the situation, and being
optimistic irrespective of how challenging the
business events. Moreover, the working staff
have been given Team projects with specified
target to each different department be at the
front line department, the food and beverage
department, the human resource department
each departments are given certain deadlines

and targets and by the end of the project, the
group performances emerged with the
leadership skills and the quality working. The
individuals accomplishing effective
leadership and matching the expectations of
quality working are being motivated and
appraised and on the other hand the
Individuals who are not able to match the
expectations they have been given further
continuous training and development
opportunities for improvement.
Technical knowledge Other management skills required by the
working staff in the association involves
technical knowledge, where in technical
knowledge is Defined by the knowledge
about latest technologies and their
Implementation or use in the business and
individuals can improve and develop these
skills buy online and off-line courses offered
by the association to improve their
Knowledge about the latest technology used
in the business such as artificial intelligence,
augmented reality, cloud-based computing,
Customer relationship management software
and other required technologies used by the
business in order to serve the business
objectives, the business thus Delivers fair
opportunities to enhance the technical
Knowledge and skills required to manage
different business events.

TASK 4
(Covered in PPT)
CONCLUSION
From the above mentioned report it has been concluded that, leadership is termed as the
procedure that encourages the individuals to the higher key section of presentation with the
support of durable human associations. It is an essential operations of organisation to increase
the effective of candidates functioning and supports to attain the managerial targets by which the
executives might have a quality of leaders. The skills to interconnect fine, will encourage their
candidates in well-behaved way, manage duties and represents them proportionally are certain of
the abilities that are extremely mandatory in the leader or executives.

REFERENCES
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