Report on Leadership and Management for Service Industries - BTEC

This report provides an examination of leadership and management within the service industry, highlighting the crucial difference between skills and competence. It assesses existing and prospective management and leadership abilities in the service sector context. The report details hard and soft skills essential for success, including computer technology, information analysis, communication, and problem-solving. It evaluates leadership and management skills at Marriott and Hilton hotels, emphasizing self-awareness, communication, emotional intelligence, and team building. Furthermore, it discusses the future management skills required in the evolving service sector, such as technology management, soft skills valuation, diverse team management, and emotional intelligence. The report also analyzes the successful implementation of change at Marriott and Hilton using the Kurt Lewin Change Model, covering the unfreezing, changing, and refreezing stages.

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Pearson BTEC HNC/D IN HOSPITALITY
MANAGEMENT ASSIGNMENT ASSESSMENT
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Student's Name _Ashid khan
Unit/Assignment Title_LEADERSHIP AND MANAGEMENT FOR SERVICE INDUSTRIES
Date Issued_ 27 JUNE 2023 Submission date___ 08 AUGUST 2023 _
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Date of formative assessment/feedback 12 AUGUST 2023 _
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Introduction
In this report examine the service industry, the words “skill” and “competence” interchangeably, there is
an important difference. Competence combines knowledge, skills and personality traits. Thus, skills are
only one of the three components that make up competence. evaluate your existing and prospective
management and leadership abilities. Define management and leadership abilities in the context of the
service sector.
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Skill
A skill is type of work or activity that needs specialized training and understanding:
Here are two types of skills:
1. Hard skills
2. Soft skills
Hard Skills
Hard skills describe a special ability or specialized knowledge acquired through instruction and training.
They are usually easier to assess and prove and are evidenced by certificates and grants. For example, if
you must do accounting, you might have taken a course on using accounting software. If you need to be
an interpreter, you can get a degree in a foreign dialect. It is easier to prove them at the meeting also with
skill tests, where the certificate is not obtained or is missing. For example, someone without a coding
degree or other coding qualification may be able to prove their skills with a coding test. All professions
require certain hard skills. Fortunately, after signing a contract, some bosses offer to train their agents in
their core skills.
1. Computer technology
It's progressively rare to find profitable employments that don't require at least a few interactions with
computer innovation to satisfy your duties. A tall level of computer fitness can assist you stand out from
your individual candidates. Useful computer abilities can incorporate recognition with Microsoft Office,
social media, Zoom, HTML, JavaScript, Python, Apache and MySQL.
2. Information investigation
Expository abilities are exceedingly esteemed over numerous distinctive businesses, especially those in
fund. Companies will continuously need representatives who can offer assistance them spare cash, so
this expertise enormously progresses your chance of being enlisted. Information investigation abilities
incorporate information mining, database administration, asset administration, diagnostics and information
introduction
3. Marketing
Marketing skills include the capacity to convince others to buy items. Usually fundamental for a huge
number of callings, as deals specifically contribute to a company's by and large victory. Showcasing
abilities incorporate information in SEO, SEM, A/B testing, MailChimp and CMS.
4. Project management
Project management is required over most industries, as each manager needs their workforce to function
productively. Venture administration abilities incorporate hazard administration, budgeting, extend
lifecycle administration and procedures.
5. Design
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There are design positions that will require information of certain procedures and computer program. Plan
aptitudes incorporate client interface plan, computerized item plan, colour redress, typography and video
generation.
6. Network security
Company information is amazingly touchy, so experts with information of arrange security will be
esteemed and reliably in tall request. Arrange security abilities incorporate hazard appraisal, setting up
firewalls, encryption calculations, occurrence reaction and infection security.
Soft Skills:
Soft skills are defined as habits and characteristics created over time. Teamwork, for example, may be a
soft aptitude that's esteemed by most employers. Other soft skills incorporate communication, attention
to detail and problem-solving. Delicate abilities are essential for any career as they contribute to a
proficient work environment. A few managers indeed favor candidates who have more grounded
delicate aptitudes over those with difficult aptitudes. After all, it can be exceptionally troublesome to
educate somebody modern delicate aptitudes.
1. Communication
Communication aptitudes are imperative in nearly any career. This implies knowing how to conversation
to colleagues and clients, grant input, or take feedback. Amid a extend, you'll have to be told a group
part that their technique isn't working. If you'll do this prudently and strategically, you may be
acknowledged by potential managers. Communication aptitudes incorporate strife determination, open
talking, tuning in, sympathy, transaction, and nonverbal communication.
2. Troubleshooting
Problem fathoming is exceedingly esteemed by managers who require candidates to illuminate issues
rapidly and viably. This may incorporate knowing which colleagues are great at issue solving, researching
or planning enduring arrangements. Problem-solving abilities incorporate basic thinking, decision-
making, resourcefulness, and chance administration.
3. Creativity
Creativity is required to appear managers merely can create modern techniques to progress execution. It
may well be planning a unused generation technique or basically finding a way to form a group work
more efficiently. Creativity is exceptionally flexible and can be utilized in numerous diverse businesses
and positions. Related aptitudes incorporate experimentation, development, interest, and risk-taking
. 4. Directing
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Even if you do not apply for an administration position, this delicate ability is profoundly esteemed by
bosses. It appears merely can make choices, fathom issues and resolve clashes genially. On the off
chance that the work you're applying for has advancement potential, you ought to highlight illustrations
where you've illustrated administration qualities. Authority aptitudes incorporate designation,
emergency administration, struggle determination, mentoring and feedback
5. work in team
Teamwork is a basic ability that managers need to demonstrate from employers. Most occupations and
working environments require working with others, so it's critical to appear that you simply can
collaborate viably with those around you. Related aptitudes incorporate passionate insights, sympathy,
influence, and self-awareness.
Assessment of leadership skills at Marriott hotel
Marriott Hotels values leadership skills and recognizes the importance of developing these skills in our
employees. Here are some specific leadership competencies focused on Marriott hotels.
1. Leadership: Marriott values your ability to inspire, motivate, provide direction and lead by example to
others. Effective leaders at Marriott Hotels are responsible for creating a positive work environment and
driving team success. 2. Teamwork: Marriott recognizes the importance of teamwork in achieving
organizational goals. Leaders are encouraged to foster a culture of collaboration, build strong
relationships with team members, and foster a sense of togetherness and collaboration.
3. Communication: Effective communication is essential to leadership roles at Marriott hotels. Leaders
are expected to communicate clearly, actively listen to others, and provide constructive feedback. Good
communication skills enable leaders to build trust, resolve conflicts, and ensure smooth operations.
4. Problem Solving: Marriott values leaders who can analyze complex situations, think critically, and find
innovative solutions. Leaders are encouraged to proactively address challenges, make informed
decisions, and implement effective problem-solving strategies.
Assessment of management skills at Marriott hotel
Accco to Marriott International’s official and different industry sources, the administration abilities that
are esteemed and energized at Marriott Lodgings include:
1. Greater self-awareness ability: Marriott emphasizes the significance of self-awareness in its
authority improvement programs. The company accepts that self-awareness makes a difference
pioneers get it their claim qualities, shortcomings, and regions for enhancement, empowering
them to lead with realness and make educated decisions.
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2. Good listening and communication skill: Compelling communication may be a foundation of
Marriott’s administration reasoning. Supervisors are empowered to effectively tune in to their
workers and visitors, cultivating open and straightforward communication channels. Marriott’s
administration preparing programs emphasize the significance of clear and brief communication
to guarantee a positive visitor involvement and a profitable work environment.
3. Emotional Intelligence skill: Marriott recognizes the esteem of enthusiastic insights in its
directors. Enthusiastic insights includes understanding and overseeing feelings, both in oneself
and in others. Marriott accepts that candidly cleverly pioneers can viably propel and motivate
their groups, handle clashes, and give extraordinary client service
4. Team building and ability to delegate tasks: Marriott places a solid accentuation on building solid
groups and enabling supervisors to delegate errands successfully. Directors are empowered to
form a sense of having a place and collaboration among group individuals, cultivate a positive
work culture, and appoint assignments concurring to person qualities and improvement goals.
The service sector is developing rapidly and the future management skills required in this sector include
e.g.
1. Technology management skills: Due to the increasing dependence on the service sector, managers
must have a strong understanding of technology trends, digital tools and data analysis. This ability allows
them to use technology to improve operational efficiency, improve customer experience and drive
innovation.
2. Ability to value soft skills: Soft skills such as communication, problem solving and adaptability are
valued in the service sector. Managers must have the ability to assess and develop these skills in their
team members. This means identifying strengths and areas for development, providing targeted training
and development opportunities, and fostering a culture that encourages the continuous improvement of
soft skills.
3. Diverse team management skills: The service industry often consists of diverse teams with people
from different backgrounds, cultures and perspectives. Managers must have the ability to manage and
use this diversity effectively. This requires creating an inclusive work environment, promoting diversity
and inclusion initiatives, and using diverse perspectives to drive innovation and improve customer
experiences.
4. Focusing only on results-oriented work: In the service industry, managers must focus on results, not
on micromanagement tasks. They must be able to set clear goals, define performance metrics and
empower their team members to take responsibility for their work. This approach fosters a culture of
accountability, autonomy and flexibility that increases productivity and employee satisfaction.
5. Emotional Intelligence: Emotional intelligence is crucial in the service industry because it helps
managers build strong relationships with both employees and customers. Leaders with high emotional
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intelligence are able to empathize with others, manage conflict effectively and provide exceptional
customer service. They can also create a positive working atmosphere and inspire their team in the best
possible way.
To achieve these future leadership skills in the service industry, individuals:
- Participate in training programs and workshops focusing on technology management, soft skills
assessment, diversity management, results-oriented work and emotional intelligence. – Seek
guidance or mentorship from experienced leaders in the service industry who have proven success
in these areas. – Stay up to date on industry trends and best practices by reading articles, books and
research papers. – Engage in continuous learning and development using online courses, webinars
and other available resources. – Use skills in practical situations, such as managing different teams,
implementing technological solutions and creating a result-oriented work environment.
Management of successful implementation of change.
1. Marriott Hotel:
Marriott hotel has effectively utilized the Kurt Lewin Change Model, which involves three stages:
unfreezing, changing, and refreezing.
a. Unfreezing: Marriott recognized the need for change by conducting a thorough analysis
of market trends, customer preferences, and competitive landscape. They
communicated the need for change to employees and encouraged open dialogue to
create awareness and a sense of urgency.
b. Changing: Marriott implemented specific actions to bring about the desired change. This
involved restructuring certain departments, adopting new technologies, and enhancing
customer service training. They provided resources and support to employees to ensure
a smooth transition.
c. Refreezing: Marriott reinforced the change by integrating it into the organization’s
culture and processes. They recognized and rewarded employees who embraced the
change and implemented mechanisms to sustain the new behaviors and practices.
2. Hilton Hotel:
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Hilton hotel has also successfully implemented change using the Kurt Lewin Change Model.
a. Unfreezing: Hilton identified the need for change through market research and
customer feedback. They communicated the reasons for change to employees and
created a shared understanding of the need for adaptation.
b. Changing: Hilton implemented changes by introducing new technology systems,
streamlining operational processes, and enhancing employee training programs. They
involved employees in the change process and encouraged their active participation and
feedback.
c. Refreezing: Hilton reinforced the change by embedding it into the organization’s culture.
They updated policies and procedures to align with the new practices, and leaders
consistently communicated the importance of sustaining the change.
References:
AG5. (2018). What are Skills? Definition + 10 Examples. [online] Available at:
https://www.ag5.com/what-are-skills/.
- Lewin, K. (1947). Frontiers in group dynamics: Concept, method and reality in social science; social
equilibria and social change. Human Relations.
Indeed Editorial Team (2022a) “Hard Skills vs. Soft Skills: Definition and Examples,” Indeed.com UK
[Preprint]. Available at: https://uk.indeed.com/career-advice/career-development/hard-skills-vs-soft-
skills.
http://www.marriott.com/culture-and-values/our-leadership-principles.mi
Marriott International Leadership Development Programs –
https://www.marriott.com/development/default.mi
Marriott Leadership Center – https://www.marriott.com/development/marriott-leadership-center.mi
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Emotional Intelligence in Leadership: Harnessing the Power of Emotional Intelligence –
https://insights.marriott.com/emotional-intelligence-in-leadership-harnessing-the-power-of-emotional-
intelligence/
Marriott Careers – Leadership Opportunities – https://jobs.marriott.com/corporate/leadership-
opportunities
Forbes – “Why Emotional Intelligence Is Essential In The Future Of Work” –
https://www.forbes.com/sites/forbescoachescouncil/2021/12/03/why-emotional-intelligence-is-
essential-in-the-future-of-work/?sh=74d7e0971f19
Harvard Business Review – “The Case for the 6-Hour Workday” – https://hbr.org/2021/09/the-case-for-
the-6-hour-workday
Forbes – “Why Technology Management Skills Are Critical For Your Success” –
https://www.forbes.com/sites/forbesbusinesscouncil/2021/05/27/why-technology-management-skills-
are-critical-for-your-success/?sh=4f0380f84f8b
Harvard Business Review - "How to Manage a Diverse Team" - https://hbr.org/2016/11/how-to-manage-
a-diverse-team
Harvard Business Review – “Why Soft Skills Matter in Your Career” – https://hbr.org/2019/09/why-soft-
skills-matter-in-your-career
- Marriott International. (n.d.). Leading Change at Marriott International. Retrieved from
https://www.betterworldtraining.com/sites/default/files/leading-change-at-marriott-international.pdf
- Hilton. (n.d.). Our Approach to Sustainability. Retrieved from
https://cr.hilton.com/wp-content/uploads/2021/05/Hilton-Sustainability-Report-2020.pdf
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