Leadership & Management for Service Industries: A Hilton Case Analysis

This report provides an overview of leadership and management principles within the service industry, using Hilton Hotels as a case study. It examines classical management theories, the roles of leaders and different leadership styles, and compares management and leadership styles, highlighting their advantages and disadvantages. The report also analyzes internal and external factors influencing sustainable leadership, including the strengths and weaknesses of these factors. Furthermore, it identifies current and future management and leadership skills required in the service sector, along with methods to achieve them, and discusses the key challenges and obstacles facing sustainable management. Finally, the report explores a change management model in the context of Hilton Hotels, highlighting the challenges faced during sustainable change management.

Leadership and
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Review different classical management theories in relation to hospitality industry...................3
Role of leader and their leadership style.....................................................................................5
Compare and Contrast management and leadership style with their advantages and
disadvantages..............................................................................................................................6
TASK 2............................................................................................................................................6
Internal and external factors that influence on sustainable leadership .......................................6
Analyse Internal and External factors which influence on sustainable leadership.....................6
TASK 3............................................................................................................................................7
Current management and leadership hard and soft skills related with service sector.................7
Future management and leadership skills for service sector and methods to achieve them.......7
Key challenges and obstacles facing sustainable Management and method to overcome from
issue.............................................................................................................................................8
TASK 4............................................................................................................................................9
Change Management Model in aspect of Hilton hotels..............................................................9
Highlight the key challenges that are faced by Hilton during a sustainable change
management..............................................................................................................................10
CONCLUSION ............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Service industry seen an unprecedented growth from the past few decades and as per this
the current information service industry is at maturity stage. Services such as hospitality industry
perform an important role in the growth of GDP and economy of a country through raising
finance from accommodation services, health care, insurance, travel and tourist package etc.
Leadership and management is the prominent feature of hospitality industry to improve their
efficiency in an intangible competitive services business environment. The selected organisation
for this report is Hotel Hilton and the aim of management authorities is to offer best and
appropriate services with not impacting on sustainable factors of society (Alrowwad and
Abualoush, 2020). Furthermore, this report highlights on principles of leadership and
management related with service sector and also to learn as well as understand classical
management theories. Internal and external factors with their influence on sustainable leadership
will also included in this report. In the last, current management and leadership related hard and
soft skills is understand by upcoming sections.
TASK 1
Review different classical management theories in relation to hospitality industry
Management is the set of principles related with functions of planning, organising,
controlling and directing for accomplish the organisational goals and objectives in a planned
manner. In simple terms, management is to use all perspectives in a direct manner with motive of
utilising all resources in a proper manner.
Leadership is the art of motivating all individuals for accomplish a similar goal and in
this management consider that all engaged workforce perform work with decided strategy in
order to inspire all persons for take some risk.
Classical management theory is based on Henri Fayol, Frederick Taylor and Max overlapping
management theories and this generally refers to classical management theory (Askren and
James, 2021). Some classical management theory are mention as follow:
Bureaucratic management theory is developed by Max Weber and this includes two main
perspectives which is structuring an organisation into hierarchy and other is to define clear rules
that helps management and their members for perform work in a systematic manner.

Scientific management theory it is explain as the theory which analyse and synthesizes all the
workflows. One of the main objective related with scientific theory is to improve the economic
efficiency specifically, labour productivity by applying science in management process.
In context of Hilton hotel, scientific management theory promotes the idea in right way to
manage all work in a right way.
Administrative management theory attempt and identify the rational way for design an
organisation as a whole. This theory generally helps the hospitality organisation such as to Hilton
Hotel for complete work in a formalised manner (Farrington, Antony and O’Gorman, 2018).
Clear division of labour, delegation of power and authority to appropriate areas for manage task
in a responsible manner.
Classical schools of management thought- This theory is used by the management for complete
of all work according to manufacturing environment. According to this section, it aids towards
the productions units.
Behavioural school of management thought- With this theory management recognise all
workforce according to concrete, human-needs that work as part of groups. Also they are
members of larger society so hospitality manager of Hilton perform task according to needs-
based theory.
Quantitative school of management thought- With this theory management emphasis on all
mathematical approaches related with management problems. It aids towards study of complex
systems that relates with people, equipment, procedures, etc. with goal of improving their
efficiency.
Systems school of management thought- According to system school theory an organisation
comprises all those parts which is used for perform all task as per their survival and proper
functioning of system (Hansen and Pihl-Thingvad, 2019). Hilton Hotel use this theory for
survive with proper systematic functions to survive in complex environment.
Contingency school of management thought- This theory is based on premises which aids
managers to perform all actions and approaches that depends on different variables especially,
those which relates with particular situation.
Quality school of management thought- It is most important for the Hilton Hotel to engage
eligible features which are useful to fulfil needs of person or group. With induce of this theory

management continuously improve their products system to manage task in a well-performed
manner.
With understand of the classical perspective management theories this is understand that
an organisation focus on all those section which is used to improve company efficiency and
productivity. Therefore, management of Hilton hotel and other hospitality organisation, all
individuals perform the task with motive of completing the task according to improved work
performance (Jameel and Ahmad, 2020). Classical perspective of organisation also results
towards the modern operations and process improvement because this is concerned with modern
operations of improvement.
Role of leader and their leadership style
The term leadership is explained as a process of influencing engaged workforce to
accomplish goals and objectives in the form of group. Best idea to serve individuals is to become
humble for perform organisational task in an organised manner. Hilton Hotel engage leaders who
are more willing towards achievement of company goals.
Leadership Style
Leaders perform an important role for the engaged workforce and this aids management
to manage their task according to decided areas. In the present scenario, classical perspective of
management emerge from various leadership style. Some of them are mention as follow:
Autocratic or authoritarian leader- Higher authorities of Hilton Hotel hold the power of
making accurate decisions. This aids individuals for perform task in a systematic manner as all
Hilton employees follow same rules.
Democratic leadership style- It include more than two persons in the decision-making process
and it determine what to do and how to do organisational task (Mejia and Torres, 2018). This
aids to maintain final decision-making authority with engage of overall workforce.
Laissez-faire leadership style- This allow individuals for make their own decisions and in this
case Hilton Leaders are not responsible for the decisions that are made in organisation.
Moreover, this style also helps leaders for perform work in a responsible manner.
With engage all the mention leadership style it is identified that Hilton hotel generates various
benefits that helps to make quick and right decisions. Along with this it aids workers to feel
motivated for manage the task in an accurate manner. To solve the problems of environment
respective organisation utilise democratic leadership style for engage sustainability in business.

Compare and Contrast management and leadership style with their advantages and disadvantages
Management implement and follow the top-down and down-top interactive approach this
is considered as two-way communication process for manage the task with right approach. With
this section Hilton Hotel utilise persuasive management style for convince workforce to make
right and accurate decisions (Nguyen, Haar and Smollan, 2020).
Democratic leadership style is used by manager of Hilton hotel and they are used for
convince workforce to make appropriate final decisions. This results management and authorities
make decisions which are beneficial for both.
TASK 2
Internal and external factors that influence on sustainable leadership
Micro and macro both factors impacts on the sustainable leadership perspective and this
refers that management is impacted due to controllable and uncontrollable factors. Some of them
are mention as follow:
Internal factors- It is also considered as micro systems and this relates with respective
organisation because the manager experience and personal value system both impacts on the
decisions. This also engage in all aspects of organisational operations and participative decision-
making process. Furthermore, culture of Hilton also impact on the workforce to manage taskwith
decided leadership style.
External Factors- Economic and political factors impacts on the organisation and this is used
with motive of educating individuals to complete the work according to current marketplace.
Further, leaders understand all demographic aspects of culture in order to design product and
services as per particular populations.
Analyse Internal and External factors which influence on sustainable leadership
Strength of Internal Factors- One of the most effective approach related with improvement in
sustainable leadership is to utilise personal experience of manager for manage task according to
decided goals (Seraphin and Thanh, 2020). Personal value system also stand as strength because
this helps in increase values of company workforce.
Weakness- The current organisational factor defines that manager experience to complete work
according to all those situations through which the work is managed in current environment.

Furthermore, weak factor related with personal value system that sometimes individuals not
focus on their current perspectives.
Strength of External factor- Hilton management include all those sections such as analyse,
understand and evaluate critical factors of political and economic conditions that helps them to
calculate their stability. This is used for make right investment in the particular country.
Weakness of External Factor- Unstable political conditions and slow economic growth create
problems for organisation (Roxas, Rivera and Gutierrez, 2020). This define that management
face issue due to the change in external policies of country. Example- In pandemic conditions
various country restrict the movement of tourist due to which this is complex for Hilton to earn
operational revenue.
TASK 3
Current management and leadership hard and soft skills related with service sector
Hard Skills- They are explained as the teachable abilities and skills which is used to
measure the skills sets related with job. This is also used for acquire hard skills through maintain
the number of materials in the workplace. Hilton management utilise the sections that is to
improve their number of operations. It include marketing skills, shelf stocking and managing
work according to financial budget. From perspective of Hilton management enhance morale of
workforce for utilise hard skills in order to achieve better results from project.
Soft Skills- It is explained as the abilities that are beneficial for a person in all areas
whether they perform job or do their personal work. In the present scenario, communication and
management skills are the main perspectives that is used in routine activities and sections of an
individual (Turner, 2020). From the perspective of Hilton Hotel Interpersonal skills, problem-
solving skills and collaboration are the main factors to offer right services in order to satisfy the
needs and wants of the tourist.
Future management and leadership skills for service sector and methods to achieve them
With understand of all perspectives this is understand that management complete all work
according to decided approach specifically to complete work according to trained professionals.
Also, some of the skills that is used for influence and improve the upcoming features of services
are mention as follow:

Diverse team management- With this mode of the operating system and models of operating
system this is easy for organisation to complete their work with engage of diverse team members
in a same project. In context of Hilton leader, this is crucial and important for engage the diverse
team management skills because it aids to improve overall productivity of organisation.
Transparency- Digital world is taking place within all over the world and it aids to bring all
those sections through which immersive ways related with communication is engaged for
completing the task in an accurate manner. This governs that Hilton manager and leader learn
and engage transparency related skill in the management to complete work in a decided manner
(Jia and et. al., 2018). It also refers that face to face communication is learned for implement the
accurate perspective of transparency in organisation.
Centric leadership principles- Hilton focused towards the engagement of effective managers in
all the organisational department whether, it is related with finance, HR, etc. Management
complete their task with induce of both collaboration and communication skills in order to
perform work according to management policies. It refers that all employees and authorities of
Hilton achieve goals with same approach.
Key challenges and obstacles facing sustainable Management and method to overcome from
issue
Challenges and obstacles generate problems for an organisation because this is difficult
for the management to complete their work with decided approaches. In the context of Hilton,
there are various problems faced by management and this considered towards analyse and
understand of all those areas through which work is managed according to the decided situations.
This also analyse that company complete their work with motive of engaged the changes in an
organisation. The major problem faced by Hilton to maintain sustainability within the current
environment is that organisation face major problems related with business environment. This is
because tourist and also the internal management both are not focused towards follow of
business and environmental guidelines (Jiang and et. al., 2020). It results that management face
problems to manage the task in a formal manner. Some key challenges are mention as follow
along with the ideas to overcome from them.
To understand need of change- Organisational process is not retain same at all times it refers
that changes are mandatory to implement because it aids an organisation for completion of their
work as per decided approaches. The first perspective related with Hilton is to identify the

changes because this aids persons for minimise all problems according to improvement in
company activities. Changes comes with identification of all those possible ways through which
this is easy-to-read and analyse the departmental values. In order to overcome from this leaders
motivated their workforce for follow possible factors that are important in accomplishment of
company success.
To see the changes- Business perform an important role in the growth of a country but to keep
them performing this is important for management to complete task with engage essential
changes. This is also important for the organisation that management engage the intense
operational factors in order to survive with engage of skills which are reliable and relatable (Kim
and et. al., 2019). In the last true strategic leaders considered that at the high level change is
important for implement. Moreover, Hilton management identify the upcoming threats and
opportunities through analyse the market environment on daily basis. Further, to overcome and
enhance morale of workforce to adopt change is to identify right trends that gave benefits to
workforce for managing task that helps to survive for long time-period.
TASK 4
Change Management Model in aspect of Hilton hotels
Change management model of Lewin was developed by Kurt Lewin that involves three
steps unfreezing, changing as well as refreezing. The model is introduced in order to represent
the change process in an organisation. The change management process has been explained
below in aspect of Hilton hotels.
Unfreezing- The unfreezing stage basically comprises of defrosting the previous or the already
working mode of work. The unfreezing stage of Change model is applied at Hilton as it is
considered that various employees will resist to the new changes in the organisation. Hence,
the need of unfreezing arises where the employees of Hilton will have awareness regarding
the current level of acceptability and the level of hindrance that is being faced by the
organisation through the traditional method of working (Radic and et. al., 2020). In this
stage, a careful examination will be done in order to depict the competitive advantages
through the changes in the organisation.
Changing- The next step after unfreezing will be to make changes. Once, the employees of
Hilton have been unfrozen then they are ready for the change process. The changing stage is

also known as transformation stage wherein the changes are made in order to accomplish the
goals of the organisation through better means. This step comprises of a lot of fears and
uncertainty and this is the stage where employees learn new methods, behaviours and
processes.
Refreezing- The last stage of change management process of Lewin's change management
model that is applied at Hilton is refreezing. It is the last step that depicts reinforcement,
stabilization as well as solidification after the changes have been made. Refreezing at Hilton
is done in order to stabilize the changes and for this purpose, the organisation provides
rewards and acknowledgement to their employees.
Highlight the key challenges that are faced by Hilton during a sustainable change management.
The challenges faced by Hilton in the sustainable change management are discussed
below-
 Employee resistance- The main or the biggest challenge that is faced by Hilton while
introducing the change management is employee resistance. The employees may resist to
change and this may happen due to any reason. It may happen when the organisation or
the management is not ready to spend money also when the employees are too
comfortable with the present routine that they show resistance to the new processes or
regulations of the organisation. In order to deal with this challenge, Hilton needs to come
up with a multifaceted approach at the workplace like transparency, training, etc.
 Communication issues- Communication deserves extra attention and can sometimes act
as a hurdle at the organisation. Communication acts as a challenge when the
communication is limited,limited channels are there for communication and further in
case Hilton fails to keep the stakeholders informed.
Implementation of technologies- Another challenge during change management is when a new
technology is introduced. The employees of Hilton might face a situation where they lack skills
and knowledge regarding a new technology. Hence, this acts as an issue in the sustainable
change management process at Hilton.
CONCLUSION
From the basis of above report, this is concluded that service sector is accomplishing high
growth and this aids organisation to reach at maturity stage so to retain at this level it is

important to engage effective leaders and managers for complete the task in a decided manner.
Changes perform an important role to manage survive in an intense competitive-environment.
Therefore, Lewin's change management model is induced among the hospitality business for
motivate workforce to adopt the changes in business. In the last, challenges related with
sustainable management with ways to minimise are also learned with this report.

REFERENCES
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