Docklands Academy: Leadership and Management in Service Sector

This presentation explores leadership and management skills crucial for success in the service sector, focusing on three restaurant chains: Hazev, Haz, and Tas. It analyzes current and future management skills, including problem-solving, organizational abilities, communication, and motivation. The presentation also compares and contrasts change management systems, specifically highlighting Kotter's 8-step model used by the restaurant chains and Lewin's change management system adopted by Marriott hotel. The analysis emphasizes the importance of effective leadership, communication, and adapting to change for achieving organizational goals. The conclusion underscores the significance of these skills and models for organizational success.

Leadership and management for
service industry
lL

Introduction
This presentation will explain the various management and leadership skills of
the service sector unit and also compare and contrast different service industry companies
change management system

Current management and leadership skill
The skills of the management and leadership ensure the effective management of
the employees and their work in the three chain restaurants.
Management skill: The manager of the Hazev, Has and Tas have the various
skill which ensure the success of the restaurant. Manager have the better problem solving
skills which help the manager to effectively solve the conflict situation among the
employees and creates the healthy working environment in the restaurant.
Leadership skill: The leader of the Hazev, Has and Tas restaurant have the
various skills which ensure the increased efficiencies of the employees work. Better
communication skill of the leader plays an important role in providing the information
about the business objective of the Hazev, Has and Tas and also increase the employee
participation towards achieving the organisational goal which can be possible only through
motivating employees by giving them rewards.

Future management and leadership skill
that are required by the service sector unit
The future management and leadership required the various skill which plays an
important role in accomplishing the desired level of results.
Future management skills –
 Better organisational skills: Manager of the Hazev, Has and Tas require the better
organisational skill because they need to manage the employees as well as their work
for achieving the desired level of results. Effective organisational skill also leads to the
higher productivity and profitability because it reduces stresses, save time and ensure
that the important objective of the three restaurants are meet.
 Problem solving skill: Manager with problem solving skill always results in increasing
the overall performance of the firm because manager of the Hazev, Has and Tas need to
deal with the various problems on the daily basis for ensuring the smooth functioning
of the firm.

Cont.…
Leadership skills –
Communication skill: The Leader of the Hazev, Has and Tas requires the proper
communication skills because they need to clearly explain the organisational goals and
specific task to the employees. Leader need to develop two way communication flow
which breaks down the communication barrier among the leaders and their team leaders
and ensure the success of the company.
Motivational skill: The organisational leader of the Hazev, Has and Tas also
need the high level of motivational skill which contributes towards effective attainment of
the organisational goal. Through motivational skill leader encourage the employees interest
towards giving their best efforts in achieving the business objective of the Hazev, Has and
Tas.

Compare and contrast different service
industry companies change management
system
Change is a common thread that occurs in all type of businesses. The world and
trends are changing rapidly and for being in a competition it is important for Hazev, Haz
and Tas food chain to change accordingly. There are various approaches and change
management model that can help the manager of the company to adopt changes and make
strategies accordingly. Hazev, Haz & Tas food industry follow and adopt Kotter's 8 step
change model.
Kotter's 8 step model
Create urgency: In this 1st step the manager of food chain industries identify the
potential threats that can crop up in the future and also examine opportunities which can
increase its productivity. They make their employees aware of importance & urgency of
change.

Cont.…
Communicating vision: In this step, leaders of
this food chain industry communicate vision of making
changes among employees. It is important to
communicate vision in order to take different views of
employees.
Removing obstacles: This step also play a vital
role before implementing the changes. In this step,
leaders try to identify all the factors that have negative
impact and then take actions to remove all the risks.
Creating short term wins: The best motivator
for achieving a big success id short term wins. This
temporary and short term wins motivate employees and
endure them that they are on the right direction.
Employees are more likely to accept change when they
achieve short term wins.

Cont.…
On the other hand and as compare to Hazev, Haz and Tas food industries,
Marriott hotel use Lewin's change management system in order to adapt changes.
Lewin's change management
There are mainly 3 stages and steps involved in Lewin's change model such as:
unfreezing, changing and refreezing.
 Unfreezing: It is the first step which involves the readiness and the willingness of
employees of the hotel and members of the restaurant to make changes and to realize
for moving from the existing zone to a critical and transformed situation. In this step,
leader of Marriott hotel has to focus on communication in order to get desired support
of members in this process.

CONCLUSION
The above presentation has been summarised with that the management and
leadership skill is the key success factor of the every organisation. The changes in the
organisation can be effectively managed by the Lewin's change management model.

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