Analysis of Leadership and Management in the Service Sector

This report examines the evolving landscape of leadership and management within the service industry, focusing on the impacts of technological advancements and digital disruptions. It explores how digital movements have disrupted various sectors, offering both challenges and opportunities. The report analyzes the characteristics of effective managers in a technology-driven environment, including the need for strong communication skills and technological knowledge. It discusses the importance of multi-generational leadership and adapting management styles to meet customer and employee needs. Furthermore, the report delves into internal and external factors influencing management, such as financial investment, organizational structure, culture, employee engagement, globalization, and stakeholder management. The analysis provides insights into how service industries like hospitality are adapting to these changes, highlighting the importance of innovation, talent management, and customer satisfaction in a competitive market.

Leadership and Management for Service
Internal factors
Financial Investment Management - Consultancy on finance play an important role
in managing financial investments. The Financial Investment Advisor provides advice
on investment and fund management. Financial advisors prepare investment plans and
arrange investments. They recommend financial products for sale and purchase as well
as shipping recommendations. A good financial investment advisor must be qualified
and have a good understanding of the ability of investors to provide a suitable field of
financial investment.
Organization structure
 Wa-Pila hotel has matrix organizational structure combines functional
specialization with a focus on substructure
 Employees in the matrix structure belong to at least two formal groups at the
same time such as function groups and products, programs or project teams.
 This structure not only increases employee motivation, but also allows
technical management training and is common in all functional areas.
Benefits - Possible benefits includes better collaboration and problem solving,
Increased flexibility, better customer service, better performance reports, improved
strategic management.
Drawbacks - Following are some weaknesses of this structure such as the team can
develop strong loyalty to the team, which means that the larger goals of the company
are no longer in focus.
Organization culture
Every culture is based on assumptions of human motivation, different human thoughts
and learning, and different presuppositions for power and influence. This was followed
by four Handy's cultures.
 Role culture - This culture is bureaucratic and subject to strict procedures,
narrow roles and well-defined strengths.
 Task culture - This culture is based on a small team, which is oriented
towards results and solutions and is characterized by flexibility, adaptability
and personal responsibility.
 Human Culture - This culture focuses on individuals and such organizations
are value oriented, focused on people and adapted to the needs of each
employee.
Innovation Multicultural
Wa-Pila has a diverse and multiculturalism management where a number of diverse
people working within the organization without social discrimination. The another
benefit with this of management can help in increase innovation level, enhance
employee engagement, better goods and services to the customers, increase in
profitability and productivity with high brand recognition in the marketplace.
Employee engagement and commitment – The employees at Wa-pila are completely
engaged in their work and also loyal to the organization. This can be the internal factor
which can affect the management and leadership style if the needs of the employees are
not satisfied such as benefits and compensation, flexible work hours etc.
Earlier the organizational culture was following role culture and task culture which
created the conflicts in the management but after the appointing of new general
manager at Wa-Pila they got more focus on human culture as their main goal is to
provide goods and services to the people and their employees.
External factors
Managing diverse talent - Wa-Pila hotel management and leadership comprises
diverse culture which includes people with different types of talent and communication
skills. Their employees suggest innovative ideas to improve the hospitality for the
future development but managing the people of different culture can be difficult as the
leader has to acknowledge every employee with proper recognition.
Stakeholder and customers - Wa-Pila focuses on satisfying the needs of their
customers and employees as they are the most important factor that can influence their
profitability and productivity. Wa-Pila provide clean rooms with hygienic food and
comfortable stay for their customers at reasonable rates.
Globalization and promoting global capabilities - Due to globalization, the
Digital and innovative disruption - Recent digital movements have disrupted many
industries, to the detriment of many established operators in the industry, but for the
benefit of consumers and society. Digital disruptions occur at a level that shocked the
industry by calling on the government to help the industry adapt to the disorder.
Economic sharing is one of the disorders that has gained momentum over the past few
years and will provide prospects for high growth in the future: Wa-Pila plans to
generate £335 billion in revenue worldwide by 2025. Business models and operations
with digital capabilities can sustain their business in service sector in the upcoming
years. In the past, the hotel and housing industry was disrupted for example, this
industry has evolved from luxury hotels to mainstream hotels, because the
development of interstate highways has brought more family trips to the country to
hours of care and then to the birth of hotels and now, like Airbnb, it is at a turning
point, questioning the status quo with a sharing platform.
Airbnb is a classic example of a destructive product on Airbnb, people can sleep in
some people's common living rooms at very cheap prices using airbags. People who
are interested in Airbnb are not the same people who are interested in Wa-Pila
because they don't have good hotel features. This is the business model that is
permitted for these low-value customers because Airbnb is not required to own
property or hire workers and low-cost solution for customers with low value.
Intuitive mobile interface developments – This can be the another external factor
which can disrupt the business in future as it provides a chain monitoring dashboard
that can be easily compared to competition and the industry as a whole, providing
unprecedented indicators that measure loyalty, reveal demographic knowledge, and
identify sources of income and losses. For example, Foursquare announced that it has
launched Foursquare Analytics, a dashboard that analyses trends in anonymous and
general pedestrians based on physical brand location.
Characteristics of effective manager in the contemporary hospitality industry
There are various characteristics of an effective manager in face of increased
technology such as: They need to learn to use all kinds of communication technology
effectively which will help them to explain roles and responsibilities of other
employees in a better way this will help them in time management and increased
reliability. They need to have knowledge of all kinds of technologies that are being
used within the organisation.
Customers needs and multi generational leaders
Multi generational leaders are those leaders that manage four generation of
workforce. They also help in strengthening social equity. They also have better
knowledge about customers needs and can understand their needs and desires in a
better way. They can easily accept any kind of difference and can create trust through
accountability easily. Can can easily understand other employees needs, strengths and
weaknesses which helps them to tackle any kind of problem easily. They also have a
characteristic of encouraging collaboration among employees of all kinds of age.
Changes in management style
Change in management style can affect the the way current operational
processes are going on. It can also impact the way customers and employees needs
are fulfilled. It also affect job satisfaction and motivational level of employees. It also
impacts the overall performance of organisational culture. It not only impacts the
overall performance of employees but it also affects the overall satisfaction level of
customers and other managers as well.
REFERENCES
Books and Journals
Andersen, O. J. and Torsteinsen, H., 2016. Promoting and Protecting Values through Leadership Agency: Experiences from Disaggregation and Autonomisation of Waste
Management.
Bolden, R., Gulati, A. and Edwards, G., 2019. Mobilizing change in public services: Insights from a systems leadership development intervention. International Journal of
Public Administration, pp.1-11.
Caillier, J. G., 2015. Transformational leadership and whistle-blowing attitudes: Is this relationship mediated by organizational commitment and public service motivation?. The
American Review of Public Administration. 45(4). pp.458-475.