Leadership and Management in the Service Industry - Report Analysis

This report provides a detailed analysis of leadership and management within the service industry, using the Chester Grovenor Hotel as a case study. It begins by reviewing classical management theories and leadership styles, assessing their relevance to the hospitality sector. The report explores the roles of leaders, different leadership styles (autocratic, authoritative, democratic, situational), and compares management and leadership styles, highlighting their merits and demerits. A significant portion of the report evaluates the current management and leadership style of the Chester Grovenor Hotel, providing examples such as the response to the COVID-19 pandemic and the implementation of hygiene measures. The report then examines talent management as a contemporary leadership model, exploring both internal and external factors that influence management styles and structures. Finally, it assesses current and future management and leadership skills required by the service sector, discussing how these skills can be developed to meet future challenges.

Leadership and management
in service industry

Table of Contents
INTRODUCTION...........................................................................................................................4
LO1 Review classical management theories and leadership styles.................................................4
A assessment of the different classical Management theories in relation to hospitality industry
.....................................................................................................................................................4
Explain the roles of a leader and different leadership styles using a chosen hospitality
organisation (can chose your place of work)...............................................................................5
Identify and review a specific management leadership style in the chosen hospitality
organisation (or place of work)....................................................................................................5
Compare and contrast Management and leadership styles in your chosen hospitality
organisation or place of work, stating their relative merits and demerits....................................6
Evaluate a specific organisation’s current management and leadership style at your chosen
hospitality organisation using a typical example or experience..................................................6
With aid of a diagram , explain Talent Management as a contemporary leadership &
Management model.....................................................................................................................7
LO2:Explore the factors that influence different management styles and structures in a service
industry context...............................................................................................................................8
Investigate the internal and external factors that influence Talent management styles Strength
and weaknesses............................................................................................................................8
Present a critical view on specific changes in management styles, using Talent Management
Strategies......................................................................................................................................9
...................................................................................................................................................10
LO3 Assess current and future management and leadership skills for the service sector.............10
Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples................................................................................................10
Discuss future management and leadership skills required by the service sector and how these
can be achieved..........................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership and management are two concept which are associated with the managing and
handling of different business processes and tasks. There is need to have proper effectiveness so
that organisational goals are achieved. It is very important to manage the functioning in effective
manner so that leaders are able to achieve the organisational targets and goals (Birasnav, 2014).
There are various factors that helps in leading and managing the organisational behaviour in
proper manner. it is very important for the companies to manage their work effectively and
analyse the need of management within the company. The organisation which is considered in
this report includes the Chester governor hotel. This is a UK hotel which is providing
accommodation as well as lodging services to people. The following report will include classical
management theories and roles of leaders and their leadership styles.
LO1 Review classical management theories and leadership styles
A assessment of the different classical Management theories in relation to hospitality industry
The classical theory of leadership - this is a theory used in the business environment
which is useful for managing the business processes and tasks. There are various powers with the
leaders of company that is useful for taking effective decisions for organisation. According to
this theory, there are various traits within a leader who is managing the different services and
processes in the hospitality sector (Bryman, ed., 2013). They must have good decision making
power which will help in analysing and evaluating various business situations and take the best
decision. According to this theory, there are some benefits as well as limitations (Chemers,
2014). This theory works upon a basic fundamental which states that top executives and top level
managers are skillful and have good qualities for managing the company. there are various straits
within a leader which will help in managing the decisions of business in proper manner. On the
other hand, disadvantage of using this theory is not all managers at top level are skillful and able
to achieve the organisational targets
Classical theory - In context of the trait theory of leadership, there are various qualities as well
as traits which are used by the leaders in order to manage the functions and operations in hotel
properly. Some of the skills and traits include self-confidence, personal skills, business
knowledge, good decision power and creativity. Leader of hospitality organisation must be self

confident and he should have believe in himself that he can execute all business operations and
tasks successfully. This is seen that the leaders of hospitality sector must be having good
knowledge regarding business as they have to complete from other hotels and increase their sales
and profits.
Explain the roles of a leader and different leadership styles using a chosen hospitality
organisation (can chose your place of work)
The role of leader within the Chester Grovenor hotel is mentioned below -
 Effective services - the main objective of leaders within the hospitality industry is that
they must motivate and encourage their employees to provide quality and standard
services so that it will be easy to attract more number of customers (Galuska, 2014).
Also, it is essential for the leaders to manage the business processes properly by
providing effective services to customers.
 Motivation to staff - this is a key factor which is helpful for the management of hotel in
order to analyse different ways by which customer satisfaction level can be increased.
There are various ways by which employees and staff of hotel can be motivated and
encouraged for providing good services and managing the operations in business
effectively.
 Creative – the leaders of hospitality industry must use their creative minds and use new
ways for managing the business tasks that are related to managing the customer loyalty.
In a hotel, the most important asset is customer (Giltinane, 2013). The mastery provided
good services so that they will come and take services given by the hotel. In this way, it
will be easy to manage the creativity as well as increasing sales targets of the company.
Different leadership styles
 Autocratic leadership - This is known as the leadership style in which the leader has
authority to manage the whole company. In such leadership style, the leader has authority
to control activities of team members. There is need to carry different operations on own.
 Authoritative leadership – In this leadership style, leader provides authority to
department head for controlling different operations.
 Democratic leadership - This type of leadership refers to the way of ruling over
employees and subordinates in such a way that their decisions are also referred while
making the final decisions for company.

 Situational leadership – This is defined as the leadership style by which leaders analyse
different business situations and work for attaining goals and objectives. It is seen that
these type of leaders do not depend upon others for their work. They just evaluate
different conditions and situations of business and manage the work.
Identify and review a specific management leadership style in the chosen hospitality organisation
(or place of work)
Situational leadership style is used in the Chester Grovenor hotel which is a kind of leadership
style used by the leaders in which they have to analyse the situation properly for making the
decisions. In context of this leadership style, there is a leader who has to manage different crisis
situation and manage the team as well as collaboratively make a good decision for the company.
The main advantage of this type of situational theory is that this theory does not put all
employees in one general category, but they evaluate the individual situation property. The main
objective of leaders is to evaluate competency of each and every staff member (Hine, 2013).
Their provided encouragement as well as motivation for doing great work. The approach of
situational leader used in the Chester Grovenor is flexible and intuitive. The disadvantage of
using the situation and leadership theory is that it mainly focuses upon the immediate needs and
not on the long-term needs of the organisation. This type of situational theory used within hotel
is ineffective in task oriented environment.
Compare and contrast Management and leadership styles in your chosen hospitality organisation
or place of work, stating their relative merits and demerits
The leadership style used is used in this hotel is situation leadership approach. This is a type of
leadership style which is useful in the operating of business processes in the hospitality industry.
The leaders of Chester Grovenor have stated that situational leadership is one of the best way to
tackle different business activities and processes (Kellerman, 2012). The situational leaders are
helpful in increasing the awareness about current market trends in the industry so that customers
will be provided good services. There are several developmental phases which are considered
within this hotel while managing employees and using the situational theory while evaluating
staff. The situation Allah leaders of this hotel have set their targets in order to know whether they

are successful or not. There are different individuals who change and evolve on the basis of daily
circumstances. It is essential to manage the better functioning of company in proper manner.
Evaluate a specific organisation’s current management and leadership style at your chosen
hospitality organisation using a typical example or experience.
There are several examples which can explain how the leaders of this hotel changed their way of
functioning by analysing the business situation (MALOŞ, 2012). This can be explained with a
recent example. Due to the covid-19 pandemic, this hotel is providing 100% safe and hygiene
environment to customers. There is thermal checkup at the entrance as well as the exit point.
There is cleaning and sanitization of all the equipments and premises at regular interval. There is
is continuous analysis of employees and staff and they are checked every hour. This situation is
is handled by the leaders of Chester Grovenor in an effective manner.
With aid of a diagram , explain Talent Management as a contemporary leadership &
Management model.

Talent management is defined as the way in which organisations can retain the skillful and good
employees and staff within the company. There is importance within linking of talent
management and leadership style. In the modern economy, It is seen that within an organisation,
there is need of managing the employees and staff properly so that organisational targets can be
achieved in specified time frame. The main objective of proper leadership and management is to
provide good services (Matthews, 2018). This can be done by managing the employees and staff
properly e and attaining the organisational goals. Managing of talent among staff consist of
executing various functions like conflict resolution, managerial courage, developing others, team
leadership, managing performance. The talent management within Cheater Grovenor hotel is
helpful in order to provide good services. Leadership has a important role in talent management.
If there is stronger leadership and management then the talent management must be priority of
the leader. It is concluded that the leaders must listen to their employees, solve their theories,
show that effective and positive workplace environment is provided to them and retaining of
talent will be done in the hotel.
LO2:Explore the factors that influence different management styles and
structures in a service industry context
Investigate the internal and external factors that influence Talent management styles Strength
and weaknesses
Talent management is defined as the critical way in which there is transformation of the
employee performance. There are various programs developed for the employees and staff in
order to work in a proper manner. The talent management has both internal as well as external

factors which affect a proper functioning of a hotel. It is essential for organisations to manage the
talent within the company so that it is easy to manage the employees and staff working in the
organisation. Talent is defined as the ability of an individual, his skills that make him different
from other people. There are different internal as well as external factors which affect the talent
within the organisation. Some of the factors which causes instability in the employees and staff
includes retirement, illness, attrition, dissatisfaction of job. When the workplace environment is
unstable, people look for other jobs and do not want to continue with the present organisation.
Companies always have a succession planning so that there will be no problem if a top executive
leaves the company. Strength of internal factors in the talent management is that there is proper
management of the organisational structure if any employee leaves. The weakness of internal
factor is that company is not able to provide good workplace environment to staff and
employees. Other factors which influence the talent management includes human resource tools,
in effective succession planning, sales and growth of company. These are the external factors
which affects talent management. All these elements must be effectively analysed in order to
have good and talented staff within the hotel. This is very important for hotel to work properly so
that aims and objectives can be e effectively analysed. The succession planning consists of vital
structure which is considered by managing the resources of organisations and having proper
development of high potential employees. It is the most important issue within the modern era
as there are several employees who are dissatisfied from their jobs and they have low
commitment towards de company. They are going to leave the company anytime. hence, the
management of the company must be prepared of how to work in the situation if any executive
of top level or middle level or lower level I will leave the company. There are various
organisations that pay attention for replacing the employees before they are going to leave the
company. Proper decision-making must be present among the management so that it is easy to
know what can be done if any employee leaves. The strength of this is that it will be easy to
manage the processes and tasks of business properly. There will be no mismanagement if any
employee leaves the company. It is essential for the hotel as it will help in managing the business
processes effectively and analysing the structure properly and achieving the goals and targets.
There are internal as well as external factors which affect the management style of an
organisation. Some of these are mentioned below -
Internal factors

Mission of the company – This means that organisation must know what is the mission of
organisation and how the strategies are to be made in order to attain organisational goals and
objectives. It is necessary that management style of a company must be inclined with the
organisation's mission.
Communication – This is also an internal factor that affects the team and team leaders of
company. This affects management style. It is important that companies are putting efforts for
having good communication and managing the business processes.
External factors
Political – If the country in which the company operates is unstable, then management style
within the organisation may be autocratic. The service industry organisations follow an
autocratic leadership style for managing the business activities.
Economic – These are known as the factors related to economic elements like inflation rate,
deflation rate, recession, etc. The management style of a company depends upon the economic
factors.
Present a critical view on specific changes in management styles, using Talent Management
Strategies
The change in management style will lead to the talent management strategies directly.
There are several talent management strategies within the organisation which are analyst for
effective functioning. The talent management consists of education of organisation in order to
retain, attract and develop the test candidates and employees who can work in the organisation.
This includes diverse organisational strategies which are designed in order to provide help to
various companies and maximizing the potential of employees. There are different talent
management strategies that are affected due to the change in management style. Some of these
are mentioned below –
 Understanding the job description – talent management is all about recruiting good and
colourful employees and staff so that it will be easy to manage the achievement of
organisational targets. When the management style in the hospitality organisation
changes, the job description is also changed according to the new management
requirement.
 Assessing candidate cultural fit - when the organisation is working at local level, the
management style is different from the one which is adopted while conducting business

at international level. hence, when the business operations are operated in foreign
countries then there is more focus. Cultural management of employees so that no
employee will feel left out and there will be positive workplace environment.
Learn to become a coach - a leader is one who can manage the organisational tasks and activities
effectively by managing the business processes effectively and becoming a good coach for the
employees ((Parvin, 2019)). The coaching as well as mentoring are two key concepts which will
keep the employee happy and in engaged within the organisation. When the management style
changes, there is change in concept of coaching and mentoring.
.
LO3 Assess current and future management and leadership skills for the
service sector.
Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples
For managing the functioning of business processes, this is very important for conducting the
business tasks and functions properly. There are various leaders and managers within the
hospitality organisation for managing the work properly and achieving the organisational targets
(Sadri, 2012). There are both hard skills and soft skills which are used by the leaders for
managing the service provided to the customers.
Discuss future management and leadership skills required by the service sector and how these
can be achieved
Soft skill includes team dynamics, conflict resolution. Team dynamics is associated with
managing of the employees effectively and providing good services to the customers. It is seen
that in context of Chester Grovenor hotel, there is good management of team by the leaders and
the employees are motivated as well as encourage for managing the effectiveness of
organisations properly (Stacey, 2012)(Storey, 2016). Conflict resolution is also an important
element that includes hard skills of leaders. this consists of managing the sides and conflicts
among employees effectively and managing the achievement of target in proper given time. This

is concluded that leaders manage the conflicts between employees and staff and solve their
theories in less time.
The hard skills includes managing of various business activities that are used by the leaders
while carrying out the responsibilities and managing the organisational objectives and goals.
Hard skills of leaders includes communication as well as creative thinking. It is concluded that in
the chester Grovenor hotel, leaders are using good communication so that there able to make
employees understand the targets and goals proper. By the use of good communication, the
leaders are able to communicate with stakeholders, customers as well as employees and work in
a good manner (Weberg, 2013). On the other hand, creative thinking is also an essential aspect
of the soft skills used by the leaders while managing the conduction of wages business
operations. It is concluded that the managers and leaders of Chester grovenor hotel are managing
the leadership and management styles properly and providing goods services to people.
Various leadership and management skills needed by leaders for managing the attainment of
organisational goals in specified time. There are following management skills which are used by
the Chester Grovenor hotel for managing the business processes effectively –
 Decision making - it is concluded that the managers have to be e good decision makers
and they know how to effectively manage all the business situations and tasks properly.
There is need of developing good decision making skills so that it will be easy to impress
customers and manage different situations.
 Strategic ability - it is very essential for the leaders and managers to have good strategic
thinking so that they will be able to provide good services to customers and manage the
official work and business in effective manner (Wildavsky, 2018).
 Problem solving skills - it is essential for the leaders and managers to have good problem
solving skills so that it is easy to manage the functioning in the hospitality industry and
solve different problems.
. The role of Talent management and how talent development will be used in developing
Training and Retention in the Hospitality sector using specific examples ( Technological
knowledge, working from home and different locations, Coachability, Flexibility, Loyalty
etc)
One of the most important concepts relating to attracting and retaining talented employees is the
corporate brand, as its qualities and popularity increase the perception of the company. Job

selection contains a high level of risk, which motivates potential job candidates to invest their
time and energy into searching for information about their potential employer. There is need of
managing the retention and training of employees that is possible by talent management. The
leaders of hotel must have some qualities coachibility, flexibility and loyalty. The leaders within
the hospitality industry must be working effectively and provide training to staff.
4. Evaluate current and future management and leadership skills that are crucial for the
service sector considering Talent Management as future strategies for hospitality
Organisations
There are different type of current future leadership and Management which is important for
Chester Grovenor seasons London in order to effectively operate their function and ensure more
sustainable advancements. Collaborative working, decision making skills and time management
skills are some of the future leadership skills with the help of which leaders within hotel can
effectively able to increase overall productivity of employees in organisation. There are few
future leadership skills which can be managed and these include delegation of jobs to workers. It
is essential to manage and control the business activities properly so that customer experience is
enhanced. With the help of these leadership and management skills Hotel ensure smooth and
effective working and for the gain more competitive advancements. There are different
opportunities which this company has within market. Leadership styles will help in managing
and controlling in effective manner in future. In this way, organisational targets of Chester
Grovenor will be attained within less time.
5. Discus the importance of Talent Management and leadership skills required in the service
sector and how these can be achieved using knowledge-based approaches.
Talent management is one of the most important factor that has to be adopted within
organisations. In the hotel, there is talent Management so that employees are made competitive.
Leadership skills need to be adapted in accordance with the changes taking place within an
organisation. In this regard, at times, the development of management and leadership skills in