Higher National Certificate: Leadership and Management Report

This report provides a comprehensive analysis of leadership and management within the service industry, focusing on the skills essential for effective management. The report begins with an introduction to leadership and management, emphasizing their importance for organizational success, using Wa Pila hotel as a case study. It then assesses both 'hard' and 'soft' skills, providing practical examples from the service sector. The report also highlights the significance of technology in modern management, including the use of social media, digital marketing, and project management. Furthermore, it explores change management systems, comparing transformational and personnel changes within the context of the case study hotel. The conclusion summarizes the key findings, underscoring the importance of adapting leadership and management skills to meet the evolving demands of the service industry.

Leadership And
Management For Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1. ..........................................................................................................................................1
TASK 2............................................................................................................................................1
TASK 3............................................................................................................................................1
P5. Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples.............................................................................................1
P6 Importance of Technology oriented..................................................................................3
P7 Comparison the service sector change management system.............................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Leadership and management services are useful to individual's success and that of an
organisation. It is also important for all organisation and it will help to manage all business
activities and encourage to employees in reference to complete task (Martin and Learmonth,
2012). In any company management plays important role and complete task in systematic
process like planning, directing, organising, staffing and controlling. Without management and
leadership can not run properly for long period of time. As management point of view set goals
for an organisation and as leadership motivate to employees to achieve organisational goals. To
understand the concept of the report selected organisation is Wa Pila hotel that provides different
type variety of services in hospitality industry. The presented report focus on classical
management theory, types of organisational culture, current and future management and
leadership skills that help to run a business.
TASK 1.
Covered in PPT
TASK 2.
Covered in Brochure.
TASK 3.
P5. Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples.
It is essential for the employees to have skills of management as well as leadership which
can help to attain objectives in effective manner. There are defined various type of skills where
consist of hard and soft skills –
Soft Skills
Communication:
Problem solving skills – The particular skill consider as the main skill of leaders which is
connected to critical situation and need to solve with specific creativity and mindset. If this skill
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can not have any person so it will be difficult to maintain every thing. Such as manager of WA
Pila have the skill of problem solving that can help to arrange all business activities as per the
requirement(Belias and Koustelios, 2014).
Strategic mindset – This is required for a leader to have strategic mindset so that strong
strategies can be developed. Like in the Wa Pila hotel, their manager has the capability to
prepare strong strategies as per the requirement.
Managing discipline – Discipling is consider as key of success in every organisation. If
any person follow all rules ad regulation with full of discipline so get success easily. So it
important for the manager to maintain proper discipline regarding to work. Such as the selected
hotel to achieve success need to maintain a set level of discipline.
Planning – It is one of the major skill which is important for manager due to complete
task. In the absence of the planning goals can not be accomplished. To complete any task need to
proper planning so in Wa Pila hotel manager able to make proper planning than implement in
hotel.
Communicating – It is form of skill which is very important for any manager in order to
manager every task and get set target. It is based on the sharing ideas, discuss about the planning,
circulate information and opinion with others. If here is lack of connection among the employees
and managers so it will create problem to acquire the common goals and objectives. Generally
there are defined two ways of communication first one is verbal and second one is non verbal. In
the context to Wa Pila hotel manager has used both type way to communicate with their
employees and it will create positive possibility to reduce conflicts among employees (Giltinane,
2013).
Hard Versus soft skills that influence to leadership style
Generally, There are defined several type of skills like soft and hard skills which is
different from each other -
Hard skills Soft Skills
Language – It is considering as major issues
because it is occur in different types of an
organisation. When employees and customer
can not understand language of each other that
time create issues. So hotel can provide
Delegation – In ever organisation to complete
any task need to delegate responsibility as per
the requirement. The manager of Wa Pila
delegate the responsibility or work among
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training regarding to language skill.
Technical skills – Each employees must have
technical skills which can help to get growth in
future. In reference to WA Pila manager
should have skill which can help to accept
changes of technology and make effective
business decision.
employees to complete targets.
Giving and Receiving Feedback – Wa Pila
manager take feedback from customers
regarding their services and provide feedback
to employee for their performance. It can help
to improve their performance.
So both the skills soft as well as hard skills can affect to progress of a management style
in order to achieve their pre determined goals and objectives and influence to customer. In hard
skill consider various type skills that can help to accept challenge while soft skills help to
classify roles and responsibilities as per the requirement among employers and met with set
target (Mulki, Caemmerer and Heggde, 2015) .
P6 Importance of Technology oriented
In present time environment is essential for the managers in order to follow the
technology based skills. It is important because these technologies getting upgrade day to day
activities basis. In refernce to Wa pila hotel manager can tie up with the several changes in the
technologies. The manager have these types of skills which can provide benefit to the
organisation as well as individual. In addition the main advantage of particular skills to manage
social media, marketing and also project management. So these are can help to take decision
regarding to technical activity.
Skills evaluation for services Social and digital marketing – In current period of time, it is important for managers to
have the skills of technical activity. It can help to determine the need and demand for the
customer with the help of social media.
 Project management – It is one of the major skill which can manage all different types of
projects in effective manner. For example Wa Pila hotel distribute projects as per the
skills of different employees and provide authority as per the requirement. As well as
they involve into hospitality sector for required skill which will be organised.
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So these skills are important for managers in reference to service industry and in the absence of
these skills it is create problem to maintain everything in effective manner.
Future leadership skill: Wa Pila leaders can implement various types of skills such as critical
thinking, group project, abilities in decision-making and much more. With either the help of this,
they can maintain sufficient smooth running of organisational activities and achievement of
company's objectives. By properly developing the skills representatives within the hotel can
efficiently focus on providing their staff members with a beneficial workplace which also
increases their profitability and productivity of the company.
Future management skill: Wa Pila's supervisor can implement skills associated with job
committee to subservient with the assistance of this they should make sure assignment fulfilment
in a timely manner and can better cost division inside of staff members based on skill and
involvement. It further enables well-effective satisfaction of company vision. In advisement,
with this management team, they can also use analytical reasoning with both the assistance of
which they can accurately assess the pros and cons associated in every notion of institution. It
also enables organisations to conduct business hotel ability to function in the best possible
manner.
These skills are helping to hotel to apply the new technology and people with these skills
easily adapt in daily work and increase the productivity of hotel. If employees have not
leadership and management skills so it impact in negative manner.
P7 Comparison the service sector change management system
Change management system - It is part of system where arrange all the changes as per
the demand and impact can reduce on the organisation. There are mentioned different type of
changes to manager different management styles which are as follows -
Transformational Changes – This is form of change which is based on the changes and
consider as existing strategy through apply new strategy (Suh, West and Shin, 2012). Finally,
these type of changes carry out many advantages of a organisation. In the context of the selected
hotel the manager can follow the transform-al changes in order to spread out different activities
and hospitality operations. It can help to satisfy to customer regarding to their need and demands.
Personnel Changes – It is form of change which is based on the recruit of employees and
lay off by determining the skills and capabilities. According to this hotel they can get appropriate
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and capable employees which result in the success of overall business. Such as Wa pila hotel,
they hire those person who have good capability to take appropriate decisions.
Basis Wa Pila Hotel Hilton
Transformational
Changes
Wa pila follow the changes
according to transformation and
launch new technology in their hotel.
As a result they effectively tackle
different problems and provide
advance services to their
organisation such as robotic service,
artificial intelligence.
The particular hotel provide good
quality in the food and used
technology to manage room services
of customer. They are applying
technology in also accountant where
feed data through cloud computing.
Personnel changes To changes required to expertise
who easily understand the required
accept daily basis tasks and
challenges that receive from different
sources. After that according to that
develop effective strategies.
The manager as well as leader focus
on the issues of an organisation in
order to fulfil the expectations and
provide service on time.
How Changes affect management and leadership style
These changes can influence to the management and leadership style in order to
implement changes regarding to business activities and function. It is not important that
influence to the leadership and management styles. Such as Wa pila hotel, they apply different
types of changes regarding to leadership styles. They are followed Laissez style of leadership
and apply advance technology to influence in direct manner.
Management and leadership skills must be adjusted to suit the changes that have taken
place inside an institution. The advancement of management and leadership skills in regards to
change implementation is at moments favourable in this reference, which is keen to gain support
and help from employees. Other times, it is seen that the skills implemented by the manager and
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leader are stringent and emphasise the stiff implementation of change, thus negatively impacting
employees' performance.
CONCLUSION
From the above project report it has been concluded that leadership and management help
to business make different from other business and help to easily implement new technology.
Manager present every activities in systematic manner like planning, organising and controlling
the business operations. Leaders can influence to people regarding to new technology and direct
how to work with full of efficiency. The hard skills and soft skill communicate properly and
direct to employees to attain goals and objectives.
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REFERENCES
Books and Journals
Martin, G.P. and Learmonth, M., 2012. A critical account of the rise and spread of ‘leadership’:
the case of UK healthcare. Social science & medicine. 74(3). pp.281-288.
Belias, D. and Koustelios, A., 2014. Leadership and job satisfaction–A review. European
Scientific Journal, ESJ. 10(8).
Giltinane, C.L., 2013. Leadership styles and theories. Nursing Standard, 27(41).
Mulki, J.P., Caemmerer, B. and Heggde, G.S., 2015. Leadership style, salesperson's work effort
and job performance: the influence of power distance. Journal of Personal Selling &
Sales Management. 35(1). pp.3-22.
Suh, E., West, J.J. and Shin, J., 2012. Important competency requirements for managers in the
hospitality industry. Journal of hospitality, leisure, sport & tourism education. 11(2).
pp.101-112.
Dai, and et. al., 2013. Transformational vs transactional leadership: which is better? A study on
employees of international tourist hotels in Taipei City. International Journal of
Contemporary Hospitality Management. 25(5). pp.760-778.
Ho, J., 2012. Creating a hospitality leadership development training program for a country club.
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