Comparative Analysis of Leadership & Management in Service Industry

This report examines the leadership and management practices in the service industry, focusing on the impact of change management and the role of training in different organizations like Marriott and the Langham London. It analyzes how leadership affects employee adaptation to changes, and how different approaches can be implemented to ensure smooth transitions within the organization. The report discusses the challenges of change management, particularly in dealing with employees of different age groups and their resistance to new methods. It emphasizes the importance of adapting leadership styles to the specific needs of the workforce and ensuring that the organizations remain competitive in the industry.

Changes are dynamic in nature and can
occur anytime. Companies are required to make
sure that they can adopt to them quickly so that
sustainable success can be ensured in the future
time period and strategic edge can be obtained over
the competitors.
In this discussion, the implementation of changes in
service organizations will be analysed.
Changing- This is the second stage of the model.
Here, the managers are required to put their focus on
the processes which are to be adopted for initiating
change and implementing it.
Marriott Hotel- In Marriott Hotel, the management
encourage the workers to use their own methods for
easing into the change process.
The Langham London- In The Langham London the
managers make use of innovative methods to make
employees feel comfortable in change.
Different types of service organization have their
own way of using change management systems to
bring change in their functioning.
Lenin's change management model-
The change management model of Kurt
Lewin has three stages through which the changes
can be introduced within the organization. These are
explained as follows-
Unfreezing- This is the first stage in the model.
Here, the focus is made on changing the established
status quo in the organization. By doing so the
managers will be able to initiate the change process.
Marriott Hotel- In Marriott Hotel the managers
arrange training programmes for the employees so
that they can ease into the change.
The Langham London- In The Langham London
the managers make their focus on arranging
workshops for the workers to explain them the
change process.
Leadership and Management for Services industries
INTRODUCTION Comparison and Contrast of service organizations

Refreezing- This is the third stage in the model.
Here, the managers focus on re-establish the way a
company is run after the change has been
implemented.
Marriott Hotel- In Marriott Hotel, the managers
make sure that they use new methods and
techniques after implementation of change.
The Langham London- In The Langham London
the management is required to assure the workers
about the new methods to be adopted after the
implementation of change.
Impact of change on management and leadership styles-
There is an impact which is created on
management and leadership styles when a change is
introduced.
In The Langham London, the managers are required to
adopt a different type of approach for younger
employees and for the older employees because they
are the ones who will put maximum resistance towards
the change.
The younger group of workers can be made comfortable in the
change by providing them with the required training. However
for the older group of workers it is also necessary to do some
counselling so that they can be gradually made comfortable
according to the nature of change implemented.
Thus it is the role and responsibility of the managers to
apply specific techniques so that no problems and issues are
faced when these changes are introduced and the work can be
done as smoothly as possible.
The younger group of workers can be made comfortable in
the change by providing them with the required training.
However for the older group of workers it is also necessary to
do some counselling so that they can be gradually made
comfortable according to the nature of change implemented.
Conclusion