Leadership and Management in Service Industries - Cornithia Hotels

This report provides a comprehensive analysis of leadership and management within the service industry, focusing on Carinthia Hotel in London as a case study. It delves into classical management theories, various leadership styles (autocratic, democratic, transactional, strategic), and essential leadership functions such as objective setting, skill development, and fostering a positive work environment. The report evaluates internal factors like organizational culture and employee engagement, and external factors such as economic conditions and technological advancements, which influence management styles. Furthermore, it examines the necessary management and leadership skills for the future and critically analyzes change management systems and leadership implementation within the service sector. The document emphasizes the importance of adapting effective management systems to enhance employee performance, job satisfaction, and overall organizational success.

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK1.............................................................................................................................................4
P1)Explain the classical management system in the context of service industry.......................4
P2) Functions of leader and various leadership practices...........................................................5
P3)Management and leadership styles of Cornithia Hotels ......................................................6
M1) Examine the management and leadership style within the service industry. .....................7
TASK 2 .........................................................................................................................................7
P4) Evaluate internal and external factors which affects management styles and structures in
service industry...........................................................................................................................7
M2) Analysis the internal and external factor in order to identifying the strength and
weakness of organisation............................................................................................................9
TASK 3............................................................................................................................................9
P5) Describe management and leadership skills within the service sector industry. .................9
P6) Explain the future management and leadership skills which necessary in service industry.
..................................................................................................................................................11
M3) Examine the future and management skills which utilising in service industry...............12
TASK 4..........................................................................................................................................12
P7) Critically analysis the change management system and leadership. .................................12
M4) Critically analysed the how management implementing change leadership skills and
styles.........................................................................................................................................13
CONCLUSION.............................................................................................................................13
REFERNCES.................................................................................................................................14

INTRODUCTION
Management and leadership is essential concept for service industry in order to
organisation using various management system and leadership which organisation implementing
effectively because smoothly run business activities. The report about is Carinthia Hotel which is
situated in London, UK. It is one of the leading hospitality sector in UK which providing various
products and services to customers (Rahaman, 2016). The paper consist is various theories of
management, leadership styles and skills which are effectively utilizing by service sector as well
as analysed the internal and external factors. It includes various skills of leadership and
organisation adapting changes in order to management system.
TASK1
P1)Explain the classical management system in the context of service industry.
Classical management theory-: It is theory which refers to that management plays vital
role in order to employees have economic and physical needs so it is responsibility of top
management which paid salary to employees. On that basis HR manager focused to employees
because fulfilled the social needs and accordingly providing various benefits which help to job
satisfaction to the employees. In relevance of Carinthia Hotel, it is effectively adapting classical
theory and centralised leadership. There are ample of management theories so which are
discussed below.
Administrative management theory-: This theory which refers to it is developed by
Fayol in including 14 principles in order to most of organisation effectively followed this theory
in order to enhancing organisation profitability and improving performance of company. In
context of organisation, it includes various principal so essential to organisation follow this
principal as well as division of work among employees which helps to smoothly run their
business operations (Hitch, 2017).
Bureaucratic theory-: On the basis of this theory which includes Six principles or
guidelines in order to organisation followed this theory because it helps to smoothly operate
business and management of company. Carinthia Hotel top level management followed this
theory in order to using hierarchical structure which necessary to division of labour, carrer
orientation and formal rules and regulations.

Scientific management theory-: This theory plays important role in order to which are
developed by F.W Taylor because it is theory which essential to analysis in order to work
accomplished within specific period of time and workflow in the organisation smoothly so easily
achieving organisation goal and objective of company. In reference of company, this theory
which helps to developed scientific management in an organisation.
Hence, it includes various kinds of management theory as well as classical theory which helps to
smoothly flow of activity and enhancing performance of company. It effectively followed by
organisation in order to achieving organisation goal and objective of company (Lin, 2016).
P2) Functions of leader and various leadership practices
Leader plays a significant part in growth and development of any organisation. An
effective leader creates a confident and dedicated workforce which helps the company use these
employees to innovate, grow and excel in their industry. Given below are few of the main
functions of a leader within an organisation:
 One of the primary objectives of a leader is to provide their teams with a clear
understanding about their objectives and the purpose of their tasks in the larger
schemes and tasks of the company. This activity will help the employees
understand the aim of their duties, and thus motivate them to perform above
expectations (Afalava, 2020). The leadership at Carinthia hotel uses this practice
when assigning their team any responsibilities so they can get the best results.
 A good leader scans and guides their employees so that they can develop new
skills and improve their present capabilities to their farthest potential. The leader
directs their employees towards a path of success such that the workers
development is advantageous to the organisation. Leaders at Carinthia hotel
develop skills in their employees that helps them elevate their careers in the hotel.
 An effective leader helps their team utilise the time available to them. The leader
teaches various techniques and practices to maximise their productivity in limited
time. This practice helps the staff manage numerous consumers effectively so
they receive maximum satisfaction from the services available at Carinthia hotel.
 A potent leader strives to create a encouraging and supportive atmosphere for
each and every employee. In context of the organisation, the leaders successfully

construct and sustain a positive environment for every employee so they can learn
and grow at the organisation.
For an effective leadership the management in the hospitality uses various leadership methods.
Several of leadership methods used in the hospitality industry in context of British hotel
Carinthia are given below: Autocratic Leadership: This leadership style is distinguished by the complete control of
the leader over all the decisions made regarding their team. The choices of the team
members is not given little to no importance (Giddens, 2018). This leadership style is
used by the organisation as it allows the formation of strong leadership which makes
decisions faster. This also helps the management completely command various
operations undertaken at the hotel.
 Democratic Leadership: This leadership style involves participation of all team members
when making decisions for the team. The members of the team are provided adequate
opportunities to give inputs about various operations conducted by their teams. The
Carinthia hotel adopts this leadership style so they can understand and utilise different
viewpoints of the employees into the decision making process. This helps build trust
among the workers and the organisation.
P3)Management and leadership styles of Cornithia Hotels
Management methods are those methods which are used to efficiently conduct various
operations practised at an organisation. Several management style used by the hospitality
industry to enhance the productivity of the employees (Luu, 2020).Strategic leadership involves
influencing and training the employees in a way that the employees are able to face different
challenges at their job and help the organisation accomplish various tasks efficiently. In context
of the Carinthia hotel strategic leadership style is used to motivate and the employees and help
them improve their problem solving abilities. Such leadership style increases employee
participation and encourages teamwork as the employees are required to expand their knowledge
by working with their managers and colleagues.
Transactional Leadership style focuses on enhancing the performance of the employees
through incentives and retribution. The organisation uses this leadership style to motivate
employees so that they can increase their outcome (Van Wart, 2017). In context of the

organisation this leadership style is used to create an atmosphere which sustains the competitive
spirit among workers. The reward programs conducted at the hotel help in sustaining talented
and motivated employees for long period of time. This style helps build loyal employees for the
organisation. Managers of company motivating employees in order to perform work effectively
and efficiently in order to ginning market opportunities and increasing sales revenue. Most of
organisation established effective management system because those employees perform in
proper manners and completed within specific period of time so providing reward on the basis of
their performance and appreciation towards the work performance.
With help of above concept Carinthia Hotel effectively adapting transactional leadership
style because their mangers providing guidance to the employees towards the work and
motivating and encouraging in order to achieving various awards and benefits which helps to
fulfil the social and psychological needs of employees. It is essential to mangers they
implementing effective management system in order to conducting healthy working environment
and maintaining positive relationship among the employees (Leblanc, 2017).
M1) Examine the management and leadership style within the service industry.
Organisation utilised various management theory and leadership style both are important
for organisation culture because it includes various kind of leadership style such as autocratic
leadership, democratic leadership, transactional leadership, strategic leadership and many others
which helps to conducting business activity in smoothly and developing team spirit among the
employees. It involves various management theory such as classical theory, scientific
management theory, bureaucratic theory which adapting by top level of management because all
the theory essential in order to enhancing employees engagement programmes and enhancing
job satisfaction due to fulfilled the various needs. It includes various principles, rules and
guidelines so accomplished work on that basis of hospitality sector. It involves superior division
of work among existing employees providing good working environment which leads to
achieving targets of company easily. HR and management of company are conducting various
activity which helps to providing job security and job satisfaction among the employees. In
relevance of company, it effectively work on this principal and effectively followed this styles in
order to conducting good working culture so as well as providing safe and secured working
culture so increasing profitability and developing brand image at marketplace.

TASK 2
P4) Evaluate internal and external factors which affects management styles and structures in
service industry.
Internal factors-: It involves various factors which affects the internal environment of
an organisation in order to management structure and style. It refers to culture, working
environment, employees engagement all are those factor which affect the management of
company. On that basis hospitality sector analysed this factor which helps to increasing
profitability and performance of company (Tuan, 2018). There are ample numbers of factors
which are mentioned below.
Culture-: This factor is important which including behaviour, value, attitude, believes
and teams so affecting various management style and structure of company. It includes
management providing good working culture to employees which also considering under this
factor because this affecting overall performance of employees. There are ample numbers of
principles and rules are organisation adapting in order to providing healthy, safe and secured
working environment so easily achieving organisation goal and objective of company. In
relevance of Carinthia Hotel, it involves providing good working environment of employees due
to improving work performance and providing best services to customers in order to fulfil the
needs and demands of customers.
Employees engagement-: HR department plays important role because they planned the
various activity for employees so accordingly taking more interest in activity and task so HR
followed the management styles and principles which helps to easily conducting activity
becomes enhancing employment engagement. Carinthia mangers followed the management
styles, tools and techniques in order to encouraging and motivating employees towards the work.
Mangers evaluating their performance and on that basis providing recognition, bonuses,
incentives and other benefits so their increasing job satisfaction which helps to attained quality
service and products to customers because it is service industry (Amah, 2018).
External factors-: It refers to those which are outside the organisation and affecting
business performance. There are ample numbers of external factors which are follows.
Economic-: These elements are also affecting the management styles of organisation but
include external factors such as incomes, inflation, tax rate, job opportunities and etc. In

relevance of organisation, it affects the business operation of company because inflation rate
increasing so affect the revenue of organisation.
Technological-: These includes advanced technology which most of organisation using
such technology in order to producing innovative products and services. In context of Carinthia
Hotel, it is service organisation so essential to focused external environment in order to new
techniques and tools which helps to improving performance of company. In present scenario
organisation face very tuff competition so accordingly used new technology in order to
developing brand image in the mind of customer (Behzad, 2016).
Social factors-: Social factors are refers to those which affect the management style and
skills in order to including various factors such as behaviours, attitudes and personality of
customers. It involves organisation expanding their business in another country so know about
the culture, tradition and religion and customer pattern so they accordingly developed products
and services. In relevance of company, it includes customers’ demands more healthy food so
accordingly providing to customers.
Legal factors-: This is important element in order to formulate many laws and legislation
so organisation essential to analysed and adhered to follow such rules and regulation so easily
serves the products and services to customers. In context of Carinthia Hotel, it is necessary to
followed such rules and regulation which are imposed by government for hospitality sector
(Cheng, 2017). When government changes laws and contract so accordingly organisation were
changing the management system and styles in order to smoothly run their business activity.
M2) Analysis the internal and external factor in order to identifying the strength and weakness of
organisation.
Organisation is essential to evaluate internal and external factor because it helps
organisation to know about the internal strength and weaknesses of company on that basis
they easily grape market opportunities. It includes they know about the internal strength so
easily gaining competitive advantages and developing new strategies to minimizing their
weaknesses as well as external factors including technological, economical and culture
which affects the the organisation profitability and productivity. On that basis organisation
adapting effective culture and technology which helps easily serves to best services to
customers. Organisation conducting market research so know about the customers taste,
preferences, market trends on that basis companies providing best services to customer and

easily fulfil the needs and wants of customer. It is service industry so essential to
evaluating such factors in order to providing high quality of products and services.
TASK 3
P5) Describe management and leadership skills within the service sector industry.
There are ample numbers of management and leadership skills which effectively using in
hospitality sectors in order to managing employees in the organisation. It involves various skill
which effectively using by mangers of company in order to effectively attain the organisation
goal and objective of company. In relevance of Carinthia Hotel, it is effectively adapting such
kinds of skills and dividing into two skills hard and soft skills which are mentioned below.
Hard skills:
Project management-: This skill refers to which including mangers and leaders assigned
the project to its employees and division of work so they are accountable for that and effectively
managed that project and coordinated work with the team members (Salehzadeh, 2017). Project
management is project which assigned to team members in order to using various skills such as
time management, management skills, communication skills are including in the project. Ion
relevance of Carinthia Hotel, it includes various numbers of projects which effectively utilising
such skills and developing team spirit among existing employees.
Information technology-: They are ample numbers of technology which utilised by
company in order to gaining competitive advantages. IT department play crucial role in
organisation because they are internally connected to other functions and helps to smoothly run
their business operations (Way and et. al., 2016). Mangers and leaders in the organisation which
essential to adaptive the changes in order to information technology work effectively within the
organisation. In relevance of company, HR managers conduct training programmes for their
employee’s in order to utilised information technology and work completed effectively as well
as within specific period of time.
Soft skills:
Motivation-: Superiors and leaders motivating and encouraging employees in order to
improving work performance and increasing profitability of company. It is responsibility of
leaders they motivate to the team members so they quality work perform and attain their targets.

In context of organisation, it involves their mangers motivated employees in monetary term and
other benefits so they effectively attained task and on that basis providing attractive reward.
Optimism-: It includes mangers and leaders utilising optimistic approach in order to
enhancing their followers and subordinates due to essential to understand the employees
accordingly behave them. Leaders of Carinthia Hotel which are used this approach because they
effectively managed the employees and necessary to understanding employee’s behaviour so
they easily performing business activity and goal of company (Chukwusa, 2018).
Hence, it includes different kind of skills such as soft and hard skill which applied to the
employees in order to enhancing profitability and productivity of company.
P6) Explain the future management and leadership skills which necessary in service industry.
These skills are required for service sector in order to organisation achieving objective
and goal of company in order to enhancing performance of company and developing goodwill at
marketplace. The skills are necessary for both organisation as well as employees because it
exploit the new opportunities for the employees and organisation success and growth depends on
this factor. There are ample numbers of skills which are follows by Carinthia Hotel so discussed
below.
Interpersonal skills-: Interpersonal skills refer to those which essential for each and
every individual in order to managing others. Mangers and leaders adapting this skills in order to
effectively managing subordinates in proper way which helps to performing task on proper time
and there are various ways which in order to listen the employees problem and solve queries. In
relevance of company, HR manger trained the employees in order to essential all this skills and
mangers able and capable to solve the team members’ problems and providing best solution
(Sethibe, 2018).
Emotional intelligence-: This is skill which essential for leaders and mangers with the
help of these self analysed and face the challenges and barrier so accordingly prepared for that.
Mangers and leaders of Carinthia Hotel which used these skills in order to used optimistic mind
which managing stress and challenges effectively and it is beneficial for that because easily
achieving career goal and objective of company.
Out centric skills of leadership-: Mangers of company focusing on this skill because it
helps to developing effective team in order to employees added the value day by day in the
organisation so effectively developing brand image in the market. In context of company, it

considers leaders motivating employees to learn these skills due to have set their priorities at the
top to bottom and accordingly perform the activity as well as managing work life balance.
Self discovery-: This skills refers to that mangers and leaders involve in decision making
process so utilizing this skill in order to effectively taking decisions and considering various
concepts which helps to managing team members effectively and efficiently. In reference of
organisation, it includes this skill helps to employees to achieving career goal and development
so providing training to potential employees (Baykal, 2018).
Thus, it involves future and leadership skills which help easily managing employees’
performance and this skill are beneficial for developing career and providing new opportunities
for developing career.
M3) Examine the future and management skills which utilising in service industry.
Both this skills are important for organisation and employees in order to mangers and
leaders followed such skills because without that mangers cannot manage employees effectively.
It includes various skills such optimistic, emotional intelligence, self discovery and many others
so they essential in order to performing activities and helps to career development. All these
skills is managers adapting in order to accomplishing organisation goal and objectives of
company. Organisation appointing mangers so examine all this skill and HR manger conducting
various training programmes in order to developing such skills effectively and efficiently so they
exploit the new opportunities at market place.
TASK 4
P7) Critically analysis the change management system and leadership.
Leadership is important concept because without that organisation cannot perform
effectively. It is techniques which help to influencing other individual thoughts and motivating
towards the particular activities or task (Mikkelson and et. al., 2019). Apart of that, management
plays important role in order to fulfil the organisation goal and objective of company. It includes
top level management take important decision due to managing the work and employees
effectively. In relevance of company, it includes them providing wide range of facility to
customers and including high quality products and services such as accommodation, food and
beverages and other entertainment activities. There are different methods which utilising by

various organisations so it helps to increasing profitability and productivity of companies.
Differentiate between Carinthia Hotel and Marriott international.
Basis Carinthia Hotel Marriott International
Roles and responsibilities Mangers and leaders assigned the
work and activities so clearly
defined the roles and
responsibilities in order to
motivating the employees
towards the works (Lin, 2016).
Leaders assigned the role to
their employees and motivated
towards the work perform
effectively and providing
reward on the basis of their
performance.
Leadership style Carinthia Hotel used the strategic
style of leadership in order to
mangers make effective decisions
and managing employees
effectively.
This organisation using
transactional leadership style
which refers to employees in
organisation providing award
on the basis of their
performances.
changes Due to COVID-19 after pandemic
situation organisation changing
their operation system in order to
organisation using online system
which refers to working with the
half workforces.
Organisation adapting various
changes in order to COVID-19
is pandemic situation so
companies working on the
shift basis (Afalava, 2020).
Hence, it includes comparison between the two hotels in order to effectively changing the
management system and leadership style and effectively implementing in order to achieving
organisation goal and objective of company.
M4) Critically analysed the how management implementing change leadership skills and styles.
It includes management of company changing management system and leadership style
and skills in order to improving the performance of company and they effectively implementing
because management of company using various tools and techniques which effectively
accomplished the objective. Organisation is changing their leadership skills and styles in order to