Leadership and Management for Service Industries: Hilton Hotels

This report delves into the core concepts of leadership and management within the service industry, using Hilton Hotels and Resorts as a practical case study. The report begins with an introduction to the significance of effective leadership and management within organizations, highlighting the integral roles of leaders and managers. It then explores classical management theories, including scientific, bureaucratic, and administrative approaches, and their relevance in the service sector. The report further examines the roles of leaders and managers, contrasting their responsibilities in motivating employees, creating vision, and implementing processes. Different leadership styles, such as democratic, laissez-faire, and visionary styles are discussed in the context of the service sector. The report concludes with a discussion on the application of these leadership styles within the service industry. The report is well-structured, including references to support the arguments and insights discussed.

LEADERSHIP AND MANAGEMENT
FOR SERVICE

 INTRODUCTION
 P1. Classical management theory with the context of service industry
 P2. Leaders role and different leadership style in the context of service industry
 P3. Management and leadership style in the service sector.
Table of content

 Leadership and management are the most important functions of the company,
leadership is one of the function of management that helps in achieving the goals
of an organization. Hilton hotel and resorts is global brand in the hospitality
industry having more than 570 hotels worldwide in 85 countries
INTRODUCTION

 Classical Management theory means theory that is based on the belief that the
workers are having the needs of physical and economic.
 They do not consider job satisfaction of workers and at the same did not account
the social needs beside this they need to advocate the specialization of labor,
maximization of profit and centralized decision making of leaders.
 This theory is being classified in three parts that are :
P1. Classical management theory with the
context of service industry.

 Scientific Management
 Bureaucratic Management:
 Administrative Management:
Cont..

 Leader: Leaders of Hilton hotel and resorts plays an integral role to make the
management of the industry effective.
 As Hilton is one of the largest hotel in this industry and having various department
so it can provide the best service.
 Manager: Manager is the person who is responsible for the functioning of the
particular department for which they are having the charge and he is responsible for
the people that are working in the department.
 For example restaurant manager of the Hilton is responsible for the whole of
restaurant.
P2. Leaders role and different leadership
style in the context of service industry.

Role of Leader Role of Manager
Leaders are responsible for motivating and
inspiring the people so that they can work
in the effective way.
Role of manager of Hilton is to focus on the
implementation of process and control the
employees that are working under his
department.
Leader of Hilton is responsible for creating
the vision and guide the employees to
achieve the goals set by an organization at
the same they accept the risks and make the
employees encourage to face the risk.
As managers of Hilton are responsible for
creating the objectives and perform the
duties in right way so that they can
minimize the risk and can able to give the
best service among the industry.
Cont..

Leaders of the Hilton hotels and resorts have to adopt various styles of leadership
as per the situation arise in the industry:
 Democratic Leadership:
 Laissez-Faire Leadership
 Visionary style
P3. Management and leadership style in the
service sector.

 Laissez-Faire Leadership
 Visionary style
Cont..

Books and journals
 Bush, T., Bell, L. and Middlewood, D. eds., 2019. Principles of Educational
Leadership & Management. SAGE Publications Limited.
 Dhar, R.L., 2016. Ethical leadership and its impact on service innovative behavior:
The role of LMX and job autonomy. Tourism Management. 57. pp.139-148.
 Dong, Y., and et.al., 2015. Fostering employee service creativity: Joint effects of
customer empowering behaviors and supervisory empowering leadership. Journal
of Applied Psychology. 100(5). p.1364.
 Gopee, N. and Galloway, J., 2017. Leadership and management in healthcare.
Sage.
REFERENCES

THANK YOU