Leadership and Management for Service Industries Report, 2018/19

This report delves into the critical aspects of leadership and management within the service industry, with a specific focus on the hospitality sector and a case study of the Wa-Pila hotel. The report explores the importance of both soft and hard skills, such as customer service, digital marketing, communication, and team building, essential for effective leadership and management. It examines current and future management and leadership skills, including team building, positivity, and decision-making, along with the impact of technology. Furthermore, the report analyzes change management systems in different organizations, comparing the Wa-Pila Hotel with the Montana Hotel, and discusses how leadership styles can adapt to these changes. The report also covers different management theories and their applications in the service industry. This report is designed to provide a comprehensive overview of leadership and management principles and their practical applications in the service sector.

Leadership and Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
Covered in PPT.......................................................................................................................1
TASK 2 ...........................................................................................................................................1
Covered in Brochure .................................................................................................................1
TASK 3............................................................................................................................................1
P5 Actual leadership and management Soft and Hard skills with specific service sector
examples.................................................................................................................................1
P6 Future management and leadership skills needed by the service sector and their
achievements..........................................................................................................................2
TASK 4............................................................................................................................................3
P7 Analysation of different organisations with the change management system and
implementing the change in the leadership............................................................................3
CONCLUSION................................................................................................................................5
REFRENCES...................................................................................................................................6

INTRODUCTION
Management and leadership are very much essential term in order to delivering the good
services to customers effectively. Both terms are involved in the several kind of outlooks,
behaviours, skills to make good management skills in an effective manner. Leadership has ability
to effect other people's behaviour in order to achieve targeted goals. Wherein, management
includes in a several concept in relation with leadership. The present report is based on Wa-Pila
hotel which deals in the travel and tourism industry in order to attract customer's effectively.
Along with this, report will describe several classical management theories in this industry
context (Dhar, 2016). Different role of leaders and leadership styles and than report will reflect
on the several management styles and current and future leadership and management skills in the
industry context will get covered properly.
TASK 1
Covered in PPT
TASK 2
Covered in Brochure
TASK 3
P5 Actual leadership and management Soft and Hard skills with specific service sector examples.
For administrating the work in an appropriate manner an individual is needed different
kind of skills in order to accomplish their task in a perfect manner. With the help of this concept
any organisation can get benefits in a proper way. In order to working in a several sector or
different companies a person needed better knowledge or skills as per their demand. For making
organisation better Hard and Soft skills are necessary for employees in the travel and tourism
service sector, which are given below:
Soft skills:
Flexible in nature: It is very much important or flexible for employees in context to the
travel and tourism sector. Just because this situation occur as per the changing time like
consumer's demand, governmental policies. Along with this changes occurs at the times of
generating new strategies of techniques. Therefore, flexible nature is needed to make employee's
good.
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Customer's service skills: In order to work in the service sector of travel and tourism a
person is specifically required for the good knowledge and skills in order to attract other
customer's in an effective manner for long period of time. That's why employee's have good
skills in order to convince their customer's toward hotel services so that they can achieve their
goals in an effective manner.
Hard skills:
Digital marketing technology: It is the very good skill or technique which is needed for
employee's who are working in the sector of travel and tourism industry. For this employee's
must have the knowledge about the product and services by which they can influence their
customer's in a proper way. This situation develop the opportunities for the industry in order to
achieve competitive advantage within the marketplace. In reference to the Wa-Pila hotel they are
using this skills in order to make their employee's energetic towards their work so that they can
achieve company's goals easily (Pentareddy and Suganthi, 2015).
Hard skills of management and leadership:
Motivating skills: It is skill that should be have by business manager of Wa-Pila hotel. This skill
helps manager of hotel to motivate their workers as well as retain them for long time. Further it
will be beneficial for development and sucess of Wa-Pila hotel.
Soft skills of management and leadership:
Communication skills: This type of soft skill must be needed of hotel manager to pass on each
message to their worker. As accurate communication supports hospitality sector by reducing
misunderstanding and conflict among employees. It will further assist an enterprise to
accompanies better results easily.
P6 Future management and leadership skills needed by the service sector and their achievements.
Leadership and management skills play an important role in hospitality industries. The
managers of Wa-Pila, need to have high tech soft and transparency skill, which will manage
them to work effectively and fluently, which will bring clarity in the workforce. This will have
an systematic, coordinated and organised balance of operation in the hotel.
So, if the Wa-Pila hotel, wants to explore more in travel and tourism sector. The
committee member should focus on the following management and leadership skill to be adapted
by the managers:
Team Building Skills:
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This is the very effective and efficient skills for the leaders, to work in a team for
maximum quality productivity for the Wa-Pila hotel. While implementing this leadership style
in the work culture, it will give huge profit for the hotel in term of better customer relationship
management and will have growth in hospitality industries.
The individual employee's can give result, but as a team they will produce maximum
output with minimal use of resources.
Be positivity skills:
It is the basic need in the development of leadership and management skills. The Wa-Pila
mangers have to adapt the positive state of minds for bringing positive culture in the hotel. To
get maximum output with minimum time period, the very important asset that is employee's have
to work with positivity and will leads to minimum conflicts, high coordination level between
themselves.
Effective communication skills:
Communication is very important for fluent, organise work structure proposed by the
work culture. The Wa-Pila leaders, while developing team of management, they should
implement two way communication process, which will results in crystal-clear working
environment (Pentareddy and Suganthi, 2015).
While adapting leadership trait, the managers should have fruitful communication. So
that communication should be done in better way with clear input and set output. The training
session, should be given to both employee's and employer by training manager of Wa-Pila.
The better communications occurs between employees and consumers, it will outcomes
in retain the existing customer's and attract potential clients. Apart from this communication
skills refers to the ability in which individual and people can easily understand each and every
topic and able to gain different types of information in an effective manner. Communication
mainly includes in ideas, feelings, listening, speaking, observing and so on. It is also helpful for
understanding the overall differences like how to communicate with people by face to face
interactions, digital communications, phone conversations etc. therefore, good communication
always influence other people and society in a positive manner.
Delegation Skills:
This skill helps in building a sense of authority and responsibility for Wa-Pila manager,
for work allocation between the staff members matching with their skills. This will result in
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effective and efficient work culture in the hotel. Also, it will create equality in the employee's
and they will work with positive approach. It is also very necessary for leaders in order to design
and gety success on their project. Therefore, in today's scenario each and every company using
this skills and able to create good delegation skills to overcome challenges from the organisation.
Whereas, manager also play very important role to understand employees feelings and situation
frequently. So that for maintaining this skills in management managers and leaders play their
role together and able to gain effective results at workplace.
Decision-making Skill:
The Wa-Pila managers, should gracefully do the decision making process, as it plays
very important role in the work culture. Along with this skill helps to manager and leader to gain
better knowledge and information in order to make appropriate plan, strategies or techniques.
Therefore, it helps to overcome negative factor from an organisation and bring unique ideas to
take effective decision towards the organisation. With the help of this firms can easily
identifying their information to develop positive results effectively.
Better understanding of technology:
This is very essential skill of management which is mainlyt needed by manager of any
firm. All this is because at present technologies are increasing day by day so that it is necessary
to have knowledge about it. In reference with Wa-Pila, they always demand to their employees
that they should have good knowledge about hospitality service techniques so that they can
easily handle their customers in an effective manner. Therefore, technologies are the most
essential part who always enhance firm's productivity and profitability appropriately.
Future management skills:
Planning: Planning refers as an effective future management skills which will support a hotel
manager to create an useful plan for implementing valuable strategy, policies and procedures
towards achievement of long term goals.
Future leadership skills:
Positive Attitude: It is a type of Future leadership skills which will assist manager in future.
Positive attitude of manager within service industry assist them to retain workers for long time as
well as accomplish long term goals easily.
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TASK 4
P7 Analysation of different organisations with the change management system and implementing
the change in the leadership.
There are different sectors which are involves in the service industry those can change the
management or leadership at the several level in an effective manner. In order to understood the
Wa-Pila who are dealings in the sector of travel and tourism service sector so that there are
comparison with the Montana hotel, their comparison are listed below:
Basis Wa-Pila Hotel Montana Hotel
Modification in the
management process
As per the present scenario, if
changes develop than Wa-Pila
hotel follows the Kurt Lewin's
process of changing
management which helps in
conducting three types such as
refreezing, freezing and
moving that's why it is helpful
for this service industry.
Changes in the management
process will helps employees to
play their overall act in a
effective manner. During the
changes in management system
employees are able to face any
kind of business situation to
achieve better future. By
implementing internet of things
helps Wa-Pila Hotel to
accomplish better results within
given time duration. This
technology will support an
It is the very different from
this hotel just because this
hotel do not follow any kind
of method or technique. But
somewhere, they follow
analysis of market in which
they make unique techniques
accordingly. In this hotel
this change management
process will work easily as
they already applies new
tools and techniques so that
employees are not much
needed to face problems.
Therefore, it influence others
at workplace and make
organisation attractive.
Social media is another part
of technology which helps
Montana Hotel to provide
accurate information about
their services to the
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organisation to attract large
number of customers.
customers. As it will be
beneficial for the growth and
success of business.
Leadership Style This style is followed by the
Wa-Pila by which they are able
to provide equal opportunities
to every participants within the
business process. So that they
can take decision in a good
way. With the help of this
employee's can get motivated
and generate good value for
this industry (Shek and et.al.,
2013). Therefore, it is
necessary for manager and
leader also because they can get
innovative ideas which help
them a lot to achieve their
desired goals (Van Wart,
2014). So that it is very helpful
for employees by which they
can solve their issues in a
perfect way to gain better
output in future. Along with
employees can learn so many
things and able to build good
relations with other people
inside and outside the
organisation.
In order to develop internet
things within hospitality
This hotel uses democratic
leadership style in which
manager of this service
industry can take better
decision towards the
employees as well as
company for making better
process of marketing. Some
time employee's are not
indulge in order to take
company's decision because
subordinates are there to take
perfect action. Therefore, this
situation affect employee's in
a negative way. This concept
can reduce the company's
value or decrease the
profitability within the
marketplace. With the help
of leadership style employees
can get motivated every time
and able to share their
thoughts with other people. It
will helps them to achieve
goal within the specific time
frame.
Social media is effective type
of technology which will be
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industry, leader become able to
guide their employees in
accurate manner. As proper
guidance will support a hotel in
attainment of long term goals
and objectives.
beneficial for growth and
success of an enterprise.
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CONCLUSION
From the above respective report it has been concluded that leadership and management
are the effective aspects of every organisation who always support their team members or
employees towards the work in order to achieve appropriate goals effectively. In the part one
several kind of classical theory had been described in order to make leaders and manager
effective for the organisation. As per this report is based on Wa-Pila hotel, they used various
kind of skills like hard and soft as well as digital marketing in order to make organisation
effective. Along with this internal or external factor in regards with hotel had been described in a
proper way. Management and leadership style also has been explained for conducting the good
work. At last comparison between the Wa-Pila hotel and Montana hotel had been covered in this
report properly.
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REFRENCES
Books and journals
Dhar, R. L., 2016. Ethical leadership and its impact on service innovative behavior: The role of
LMX and job autonomy. Tourism Management. 57. pp.139-148.
Jauhari, H., Singh, S. and Kumar, M., 2017. How does transformational leadership influence
proactive customer service behavior of frontline service employees? Examining the
mediating roles of psychological empowerment and affective commitment. Journal of
Enterprise Information Management. 30(1). pp.30-48.
Lindblom, A., Kajalo, S. and Mitronen, L., 2015. Exploring the links between ethical leadership,
customer orientation and employee outcomes in the context of retailing. Management
Decision. 53(7). pp.1642-1658.
Mehta, N., Verma, P. and Seth, N., 2014. Total quality management implementation in
engineering education in India: an interpretive structural modelling approach. Total
Quality Management & Business Excellence. 25(1-2), pp.124-140.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Pentareddy, S. and Suganthi, L., 2015. Building affective commitment through job
characteristics, leadership and empowerment. Journal of Management & Organization.
21(3). pp.307-320.
Popli, S. and Rizvi, I. A., 2015. Exploring the relationship between service orientation, employee
engagement and perceived leadership style: a study of managers in the private service
sector organizations in India. Journal of Services Marketing. 29(1). pp.59-70.
Shek, D. T. and et.al., 2013. Development of a credit-bearing service leadership subject for
university students in Hong Kong. International Journal of Adolescent Medicine and
Health. 25(4). pp.353-361.
Tseng, S. M. and Wu, P. H., 2014. The impact of customer knowledge and customer relationship
management on service quality. International journal of quality and service sciences.
6(1). pp.77-96.
Van Wart, M., 2014. Dynamics of leadership in public service: Theory and practice. Routledge.
Wallace, E., de Chernatony, L. and Buil, I., 2013. Building bank brands: How leadership
behavior influences employee commitment. Journal of Business Research. 66(2).
pp.165-171.
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.
Online
Explain Classical Management Theory in Detail. 2019. [Online]. Available
through<http://www.businessstudynotes.com/hrm/principle-of-management/explain-
classical-management-theory-in-detail/>.
Top 10 soft skills for hospitality & tourism managers. 2019. [Online]. Available
through<https://blog.ssth.ch/top-10-soft-skills-for-hospitality-tourism-managers>.
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