Leadership and Management for Service Industries - Final Report

This report examines leadership and management within the service industry, focusing on the skills and traits essential for organizational success. It differentiates between hard and soft skills, providing examples from companies like British Airways and Travelodge. The report also explores necessary future leadership traits such as innovative thinking, team management, and interpersonal skills. Furthermore, it compares change management systems, specifically the models of Lewin and Kotter, as implemented by the case study companies. The analysis covers talent strategies, recruitment, and training approaches adopted by these organizations to adapt to change and enhance efficiency. The conclusion emphasizes the importance of adaptable leadership and management practices for sustained operational improvement and market competitiveness in the service sector.

Leadership and Management for
Service Industries
(PART B)

TABLE OF CONTENT
• INTRODUCTION
• Current management and leadership ‘hard’ and ‘soft’ skills
• Necessary future management and leadership traits
• Comparison in change management systems and leadership
• CONCLUSION
• REFERENCES

Introduction
Management and leadership skills are the competencies and capabilities which
helps an organization to manage change in their organization. The main aim of
this presentation is to present different techniques by which different
organizations implement change in their organization. For this aim, various
skills and traits of managers and leaders are discussed in this presentation.

Current management and leadership ‘hard’ and
‘soft’ skills
There are two types of leadership skills which are hard and soft skills. Both of these skills are
important for service organisations. Current management and leadership skills adopted by service
organisations are discussed below:
Hard Skills
• Communication in various languages - This is a hard skill adopted by hospitality management of
British Airways in which management of this company train their employees to communicate in
various languages so that they can communicate with their customers effectively.
• IT programming - This is a hard skill which is adopted by Travelodge within leadership. Under
this skill, this company train all the leaders to work with various IT programs so that all the
employees can rely on their leader for IT assistance.

Continue..
Soft skills
• Time management skill - This is a soft skill which is adopted by housekeeping
department of Travelodge. Under this skill, management of this company ensures
that all the assigned tasks to employees are completed within time. This skill is
important for this organization as it provides fullest satisfaction to consumers.
• Persuasive skills - This skill is adopted by leaders of British Airways in which
they encourage and persuade their employees to work hard and achieve
organizational goals. This skill is essential for this organization as it helps in
enhancing the productivity and efficiency.

Necessary future management and leadership traitsIntroduction
Management and leadership traits are the features which helps an organisation
to enhance their productivity and efficiency. In context of Travelodge, few traits
which are required for their future operations are identified and discussed
below:
• Innovative thinking
• Team management trait
• Interpersonal traits

Comparison in change management systems and
leadershipIntroduction
Travelodge British Airways
Change
management
systems
This company has recently gone through
organisational structure change in which they can
adopted functional management structure over
flat structure. For effective implementation of this
change, the change management system of Lewin
was followed by this company.
In this change model, company first adopts
unfreeze phase in which they prepare for desired
change. In second phase, they implement the
desired change and in third phase of refreeze,
they solidify the desired change.
This company has recently gone
through a change of recruitment
techniques for which they have
followed the change management model
of Kotter.
Under this model, company has first
effectively created an urgency and then
developed a vision, then communicated
that vision with all the employees and
lastly empowered action and make the
change stick.

Continue..
Travelodge British Airways
Talent management
strategies in
implementing change
External source of recruitment is
used by Travelodge in management
of talent within an organisation.
This will work as providence of
candidates that are knowledgeable
in nature and having the attributes
to work in every type of
conditions. This provides the
flexibility the organisation as to
work properly in difficult
conditions and grab the positive
results.
Training and development is the
strategy adopted by British
Airways. Here, especially they
used the activities related to
simulation. This will provide an
opportunity to develop the skills in
handling of the actual situations. It
improves efficiency and help to
sustain in market.

CONCLUSION
From the above presentation, it has been analyzed that every organisation
requires skills and traits of management and leadership which helps them to
enhance their operations. It is also found that every change model si appropriate
according to the respective situation.

REFERENCES
• Sage, A. P. and Rouse, W. B., 2014. Handbook of systems engineering and
management. John Wiley & Sons.
• Wren, J. T., 2013.The leader's companion: Insights on leadership through the
ages. Simon and Schuster.
• Yee, R.W. and et.al., 2013. The relationships among leadership, goal
orientation, and service quality in high-contact service industries: An
empirical study. International Journal of Production Economics. 141(2).
pp.452-464.

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