Leadership and Management in Service Industry: A Case Study Report

This report provides a detailed analysis of leadership and management within the service industry, using the Chester Grosvenor hotel as a case study. It begins by reviewing classical management theories and various leadership styles, including trait theory and situational leadership, and their application within the hospitality sector. The report explores the roles and responsibilities of leaders, emphasizing employee motivation, service excellence, and creative problem-solving. It then investigates the factors influencing management styles and structures, examining both internal and external influences on talent management, including strengths, weaknesses, and the impact of changes in management styles. The report also includes a discussion of talent management strategies, such as assessing cultural fit, and concludes with an assessment of current and future management and leadership skills essential for success in the service sector, with a focus on talent management models.

Leadership and management
in service industry

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1 Review classical management theories and leadership styles.................................................3
LO2:Explore the factors that influence different management styles and structures in a service
industry context................................................................................................................................7
LO3 Assess current and future management and leadership skills for the service sector...............8
CONCLUSION .............................................................................................................................12
REFERENCES .............................................................................................................................13

INTRODUCTION
Leadership as well as management are defined as two essential factors that are helpful for
a company in performing the business activities and processes in effective manner. All the
organisations are involved in achieving targets and goals properly so that they can work
effectively and achieve success in effective manner (Birasnav, 2014). All the companies have to
manage the functioning in proper manner so that they are able to achieve the assigned targets in
proper timing. it is very important for all the companies to manage their business activities and
reports properly so that they can provide goods or services to customers and manage the
functions effectively. In the following report there is discussion regarding a hospitality
organisation naming Chester Governor hotel that is situated in UK and it provides
accommodation and lodging services to individuals. there is discussion regarding various
classical management theories and leadership styles. there is explanation regarding the factors
which affect the management style as well as structure within the hospitality service. At last
there is discussion regarding current and future management and leadership skills used within the
hospitality service sector.
LO1 Review classical management theories and leadership styles
A assessment of the different classical Management theories in relation to hospitality industry
According to classical theory of leadership within the business surrounding there is need
for the hotel to increase the efficiency as well as profitability. This can be done by managing the
business activities and processes properly and achieving the organisational targets. There is need
of managing the organisational power so that managers and leaders of Chester crofters metal are
able to take effective and quick decisions for providing good services to clients and customers
(Bryman, ed., 2013). There is need for the leaders and managers to manage and control various
activities and tasks of hotel in proper manner. Within the hospitality sector, there is need of
focusing upon customer satisfaction level because whole profit of the company depends upon the
number of satisfied customers which hotel is having. According to the trait theory of leadership,
there is need of managing the various activities as well as functions which are used for
performing the business tasks and activities that are used for or managing the functions and
operations of hotel. Some of the traits and skills which are possessed by leaders of Chester
grosvenor hotel include personal skills, confidence level, better decision making, creativity, etc

(Chemers, 2014). There are several leaders within Chester grosvenor hotel which are self
confident and they are able to work properly and manage the attainment of organisational goals
properly. There is need for managing the business tasks and activities so that it is easy to attain
success within organisational targets. There is need of having good knowledge regarding the
ways by which customers can be provided good services. This will be helpful in in increasing
the profit and sales of hotel. There is need of making good decisions which are taken by leaders
of Chester grosvenor hotel so that customers are fully satisfied by the services which they are
provided. The trait theory of leadership is followed with in Chester grosvenor hotel but there are
some benefits as well as disadvantages of using this in the business surrounding (Galuska,
2014). Main benefit of using this theory is that the top leaders and executives are having good
skills and abilities which can be used by them for running the organisation effectively.
Limitation of this theory is that leaders who are working at top level maybe not so skilled to take
the best decision about any business condition.
Explain the roles of a leader and different leadership styles using a chosen hospitality
organisation (can chose your place of work)
Within Chester grosvenor hotel, leaders are performing the following roles and responsibilities -
 Employee motivation - this is one of the most important role which leaders play within
Chester grosvenor hotel. This is helpful for increasing the customer satisfaction bye by
making the employees and staff work with full enthusiasm and confidence.
 Effective services - it is seen that within a hospitality sector, main focuses upon
satisfaction level of customers (Giltinane, 2013). The leaders of Chester grosvenor hotel
are encouraged for providing standard services and attracting more number of customers
towards the hotel.
 Creative - in Chester grosvenor hotel, leaders are creative and skillful so that they can
control and handle various business activities and tasks. These are able to manage the
customers properly by innovating the services of hotel.
.

Identify and review a specific management leadership style in the chosen hospitality organisation
(or place of work)
The situational leadership style is followed by the leaders of Chester grosvenor hotel that helps
them to manage the business tasks and situations in effective manner. It helps them to manage
the various problems which are associated with employees as well as customers. a leader who
follows situational leadership style is able to control and manage the particular situation
according to his intellect and in this case it is more easy to manage the problems carefully. The
main benefit for the leaders using situation theory is that it is able to pull the employees and
staff of all the categories and evaluate them on the individual basis. The leaders and managers of
Chester grosvenor hotel are involved in in management as well as evaluating competency of
different employees and staff members so that it is able to manage the organisational goals and
targets in proper time (Hine, 2013). The situation Allah leaders use approach that is intuitive as
well as flexible and this a shows that leaders are able to manage the various business situations
properly. The main disadvantage of using situational leadership is that this theory focuses on
needs and demands of the organisations at short period. There is no management of the long-
term demands and made of hotel.
Compare and contrast Management and leadership styles in your chosen hospitality organisation
or place of work, stating their relative merits and demerits
The Chester grosvenor hotel uses situation leadership style and according to this the leaders of
this hotel manages the business tasks and activities in proper manner. There able to achieve
success within the hospitality industry by managing the work assigned by the managers and
leaders properly. There is need of managing the situational leadership effectively by handling
different processes and activities involved within business. There is need of managing all the
staff and employees properly according to the situation theory so that it is easy to analyse and
evaluate all employees (Kellerman, 2012). Within this hotel, situational leaders are present and
they are successful in managing the organisational situation as well as employee relation. There
is need of having proper functioning of all the business processes of hotel properly so that it is
easy to achieve organisational targets.
Evaluate a specific organisation’s current management and leadership style at your chosen
hospitality organisation using a typical example or experience.

Situational leadership is one which has been developed for managers and leaders of the
company in order to fit into different situation of business. This leadership style provides help to
the manager in order to adapt the new business situations. This is used within hotels for
managing different business conditions. Some examples are present within the business situation
of Chester grosvenor which explains about the way in which different business situations are
managed. A recent example is the situation of covid-19 in which Chester grosvenor hotel has
promised that it is providing 100% safe and secure environment to the individuals. They are
using proper sanitization for all the staff as well as customers so that there is no risk to any
individual. Also, there is continuous thermal checkup of all the employees as well as customers
for avoiding any problem (MALOŞ, 2012). Leaders of this hotel are managing this challenging
situation with full confidence and enthusiasm.
With aid of a diagram , explain Talent Management as a contemporary leadership &
Management model.
Talent management is a factor which is used by the companies to evaluate and manage the
skills and abilities of employees and staff. There is need of bridging all the gaps between Talent

among employees as this will lead to manage the leadership in proper manner. There is need for
managing the business situations effectively so that there is less time required for achieving the
organisational targets. Leadership as well as management of Chester grosvenor hotel suggests
that good and effective services are provided to all customers. It is concluded that management
of staff and employees is needed for achieving the organisational objectives and goals
(Matthews, 2018). There is proper managing of employees so that there are no fights and
conflicts among them. Other situations like conflict resolution, managerial courage, providing
training, developing others, team building our work effectively within Chester grosvenor hotel so
that business activities so that it is easy to manage the business activities properly and achieve
the organisational targets. Leadership is required for managing the employees and staff working
in the hotel. As there are skillful and strong leaders in this hotel, it is easy to you manage the
conflicts and achieve the organisational targets. It is concluded that the leaders must listen to
their employees, solve their theories, show that effective and positive workplace environment is
provided to them and retaining of talent will be done in the hotel.
LO2:Explore the factors that influence different management styles and
structures in a service industry context
Investigate the internal and external factors that influence Talent management styles Strength
and weaknesses
The concept of talent management it is known as transformation which is required for
enhancing the performance of an employee. A company has to organise various programs as well
as sessions so that it can increase the efficiency as well as skills of various employees and staff
members (Parvin, 2019). Tourist need to have focus upon both internal as well as external factors
which are affecting the talent which is working within the company. Text of the Chester
grosvenor hotel, it is concluded that this is important for managing the skills as well as abilities
of all the employees and staff working in the company for that they are assigned the tasks in
which they can perform in extra ordinary manner. There are various elements that caused in
stability among the employees such as attrition, dissatisfaction, illness, etc. All these have to be
managed by the hotel so that the employees and staff working in the company are satisfied and
what is managed in in proper manner. The Chester grosvenor hotel is having good succession
planning because if any employee working at higher or middle level leaves the office then there

is no disturbance in the functioning of company. Strength of internal factor due to the talent
management describes that the employees and staff working within hotel is able to manage the
business activities properly if anyone from the hotel leaves his or her job (Sadri, 2012). On the
other hand, weakness for this is organisation is not able to manage the effectiveness of positive
workplace surrounding.
Present a critical view on specific changes in management styles, using Talent Management
Strategies
There are different talent management strategies that are affected due to the change in
management style. Some of these are mentioned below –
 Assessing candidate cultural fit – This hotel is working in UK and there is need for
managing the style followed by leaders to work and conduct business operations. This
hotel needs expansion for making more profits and money. This can be done by
managing the operations at foreign countries. In these cases, there is need for managing
cultural differences at workplace.
 Understanding the job description – talent management is known as the managing and
recruiting the most talented staff and employees. This will help in managing the
effectiveness of company. There is need for managing the effectiveness of organisational
targets and goals. The job description is also changed according to the new management
requirement.
 Learn to become a coach - a leader is one who can manage the organisational tasks and
activities effectively by managing the business processes effectively and becoming a
good coach for the employees. The coaching as well as mentoring are two key concepts
which will keep the employee happy and in engaged within the organisation. When the
management style changes, there is change in concept of coaching and mentoring.
LO3 Assess current and future management and leadership skills for the
service sector.
Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples

It is very essential for all the hospitality organisations to manage the business processes
and activities in proper manner. There is need of skilled and talented managers as well as leaders
who can provide effective decisions that can be used within the company and work is managed
properly (Stacey, 2012). Leaders uses both hard as well as soft skills for performing their job
role and managing the work done by the subordinates. In the context of Chester grosvenor hotel,
the main concept for leaders is to provide satisfaction to all employees as well as their
customers. The soft skills needed by hotel managers are mentioned below -
 Coaching – This means development of different skills. There are hospitality managers
whoa re able to improve the competency as well as job satisfaction of various team
members. This is done by performance evaluation, training, motivation, etc.
 Problem solving – This is known as the skill that helps an individual within the
hospitality service to maintain a calm exterior.
Hard skill that has to be present among the hospitality managers are mentioned below -
 Sales and marketing – This means that the hospitality manger is able to understand,
monitor and measure different marketing channels of business.
 Competency – It is also essential that all hotel operations are conducted properly so that
there is no problem in managing the business activities.
Discuss future management and leadership skills required by the service sector and how these
can be achieved
Managers and leaders of Chester grosvenor hotel are using both hard skills as well as soft
skills for managing the staff members as well as employees. This is helpful in maintaining the
organisational goals and objectives properly and achieving the desired results properly. Hard
skills used by leaders consist of various responsibilities that leaders have to perform while
completing their organisational target work. Leaders use team dynamics, conflict resolution for
managing the employees and subordinates so that they will work effectively and provide
satisfying services to the customers. there is need of proper management among the organisation
so that leaders and employees are able to work properly and achieve the goals in effective
manner. There is need of encouraging all staff members so that it is easy to achieve the
organisational goals. Conflict resolution is defined as the factor which is used by the leaders of
Chester grosvenor hotel as a hard skill. The work for managing and controlling the activities and
task performed by employees.

On the other hand, Chester grosvenor hotel leaders are also using soft skills which includes
creative thinking and better communication. Both these skills are helpful for managing proper
functioning of the hotel. There is need of managing good communication among employees for
managing the organisational targets as well as goals effectively and achieving the assigned
targets in proper timing. When good communication is used by the leaders then they are able to
talk to stakeholders properly and manage the functioning of organisational goals in proper
manner. There are various management skills that are used by leaders and managers of Chester
grosvenor hotel –
 Strategic ability - this is known as the power which is with leaders and managers and it is
used for having proper strategic thinking and it provides to manage the providing of
effective service to customers.
 Decision making - this is known as providing effective and good decisions to leaders and
managing various business situations and task in effective manner. Leaders of this hotel
have to take effective decisions in quick time so that they are able to handle various
business situations.
 Problem solving skills - it is concluded that managers and leaders of Chester grosvenor
hotel must know how to solve various business problems that are occurring within the
business environment. There is need for managing the business activities and tasks
properly and manage the various organisational problems in effective manner.
The role of Talent management and how talent development will be used in developing Training
and Retention in the Hospitality sector using specific examples ( Technological knowledge,
working from home and different locations, Coachability, Flexibility, Loyalty etc)
Talent management and retaining are very effective factors for a company as these help
in managing to reach the organisational targets in less time. Please help in managing the business
activities and tasks in effective manner and analyse the need of employees and staff working in
the Chester grosvenor hotel. It is very important for the company to manage the functioning in in
effective manner so that it is easy to you retain as well as train the employees and make them
more skilled. Leaders of Chester grosvenor hotel use various kind of activities like coaching,
flexibility as well as loyalty so that employees will be impressed by the way in which their
leaders are functioning (Storey, 2016). the leaders within Chester grosvenor hotel provides

effective training and development sessions to employees so that it is easy to achieve the
organisational targets and goals.
4. Evaluate current and future management and leadership skills that are crucial for the service
sector considering Talent Management as future strategies for hospitality Organisations
There are various current as well as future leadership and management styles that can be
used by Chester grosvenor hotel. Leadership and management have to be effectively functioning
in the company’s so that it is easy to operate the business functions. There is need of managing
the sustainable development as well as functioning within the company so that it is easy to
manage the working performance. Main objective of this hotel is to provide satisfaction to
customers. Decision making, collaborative working as well as time management are known as
some future leadership skills which are used by leaders of Chester grosvenor hotel for managing
the business activities and increasing the efficiency of hotel services. These are used properly by
the leaders so that organisational goals and targets are achieved properly. The delegation of job
within the subordinates as well as proper maintaining of work and tasks assigned according to
the skills and capabilities of staff is used as a future management skill. This is helpful in
maintaining the leadership as well as management and ensuring that there is smooth running of
all the business activities. It is also helpful for maintaining good competitive advantage within
market.
Future leadership styles
Maker instinct – This is the ability to exploit inner drive to build and grow things. This means
that individual is managing and operating business activities that will help the organisation to
grow.
Clarity – This is the Ability for managing different messes and contradictions to a future that
have to be managed properly for meeting the required targets.
5. Discus the importance of Talent Management and leadership skills required in the service
sector and how these can be achieved using knowledge-based approaches.
Talent management is defined as an essential element and factor which is used for
managing the functions within business and organisations. There is need of managing talent
management within this hotel in order to develop skills and abilities of employees. this will also
help in making them more competitive and increase their strength in performing several tasks of

service. Good leadership is required by the leaders so that it is easy to manage the organisational
change which can occur in future.
CONCLUSION
It is concluded from the above report that management and leadership plays a key role
within the service industry and these have to be performed in proper manner. this is helpful for
analysing various management theories and reaching the goals and targets of business processes.
There is need of managing the performance of companies so that it is easy to achieve the
objectives and goals of organisations properly and increase the satisfaction level of customers.
There is requirement of managing the organisational goals and removing all the hurdles while
managing the business operations.

REFERENCES
Books and Journals
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pp.67-76.
Giltinane, C.L., 2013. Leadership styles and theories. Nursing standard. 27(41).
Hine, G.S., 2013. The importance of action research in teacher education programs.
Kellerman, B., 2012. The end of leadership. New York, NY: Harper Business.
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Parvin, A., 2019. Leadership and management in quality assurance: insights from the context of
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Stacey, R.D., 2012. Tools and techniques of leadership and management: Meeting the challenge
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Storey, J., 2016. Changing theories of leadership and leadership development. In Leadership in
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Weberg, D.R., 2013. Complexity leadership theory and innovation: A new framework for
innovation leadership. Arizona State University.
Wildavsky, A., 2018. A cultural theory of leadership. In Cultural Analysis (pp. 253-282).
Routledge.