Leadership and Management in Service Industries: Analysis Report

This report provides a comprehensive analysis of leadership and management within the service industry, using Travelodge Hotels Limited as a case study. It begins by exploring classical management theories and their applications, followed by an examination of leadership roles and distinct leadership styles, including authoritarian and democratic approaches. The report then delves into the relationship between leadership and management styles, organizational culture, and structure. It analyzes internal and external factors influencing management styles, such as recruitment methods and market competition, and assesses current and future management and leadership skills required in the service sector. The report further evaluates change management systems and leadership approaches in different service industry entities, comparing and contrasting their effectiveness. Finally, it provides a critical evaluation of the development of management and leadership skills within the chosen organization, offering valuable insights into the practical application of these concepts within the hospitality industry.

Leadership and
management for service
industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Different classical management theories along with application in service industry..................1
Role of leaders’ addition to distinct leadership styles.................................................................2
Analysis of leadership and management styles in relation to culture and structure of entity......3
Management as well as leadership styles.....................................................................................4
Evaluation of current management along with leadership styles.................................................5
TASK 2............................................................................................................................................5
Internal and external factors influencing management styles with structure...............................5
Analysis of factors that influences styles with structure..............................................................7
Critical analyses of the ways specific styles are influenced and changes by factors...................7
TASK 3............................................................................................................................................8
Current management along with leadership hard and soft skills.................................................8
Future management as well as leadership skills that are required within service sector.............9
Evaluation of current along with future leadership and management skills..............................10
Critical evaluation of the ways management and leadership skills in chosen organisation has
developed...................................................................................................................................10
TASK 4..........................................................................................................................................11
Comparison and contract of distinct service industry entities' change management system and
leadership that implements change............................................................................................11
Analysis of the ways change management affects skills and styles of leaders and managers...12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership is characterised to art of encouraging group of people so that they act for
attaining common objectives (Boella and Goss-Turner, 2012). Organisational leaders have
inspiring ability to guide the followers. On other hand, management is said to interlocking
function that assists in creating policies along with planning operations, organising resources,
directing employees and controlling activities for achieving objectives. The aspects involved in
both terms are important for carry forwarding business activities effectively. To gain
understanding about the concept, Travelodge Hotels Limited is chosen. This institution performs
operations within hospitality industry across UK. The head offices of the company are located at
Thame, Oxon, UK. The report reviews classical management theories along with leadership
styles and factors influencing distinct styles of managers and structure. The report also assesses
current addition to future skills within management and leadership in context to service sector.
At last, this report demonstrates various management and leadership skills in relevance with
service industry.
TASK 1
Different classical management theories along with application in service industry.
Management is a procedure to administer and control organisational affairs irrespective
of its size, structure and nature. It involves activities such as planning, decision making, staffing,
motivation and controlling which are undertaken to reach predetermined objectives. It
encourages utilisation of synergy within working relationships and tries to integrate individual
objectives with business goals. Managers of Travelodge Hotels Limited creates and maintains
internal environment where staff members work together in teams by sharing each other views
and ideas so that they perform effectively for meeting group goals within set duration.
Classical management theories
Classical management theories are considered as management theory branch that were
introduced in 19th century. Classical is said to something traditionally accepted as well as long
established. These theories are associated with belief that personnel only have economical as
well as physical needs that satisfies them the most. These theories do not account social needs
rather advocates labour specialisation, detecting errors, profit maximisation together with
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centralised leadership (Classical management theories. 2019). Certain classical management
theories in context of Travelodge are as discussed:
Administrative management theory: The theory was propounded by Henry Fayol in
order to make certain attempts to search rational ways through which organisation is designed as
whole. It is related to departmentalisation concept that states that distinct tasks are performed by
departments for attaining common organisational objectives. Application of such theory by
managers of chosen hospitality entity helps in organising activities in systematic ways to
improve overall performances of entity and its functions.
Bureaucratic management theory: It was contributed by Henri Fayol along with Max
Weber who emphasised on operating business concerns with hierarchy of positions (Dinçer and
Hacioğlu, 2016). As per the theory, it has two elements, one is related to organisational structure
which is made up of hierarchical positions and another says that the members of business are
governed by stated rational decision making rules. Both the elements assist institutions for gaol
achievements. There are various premises of Travelodge Hotels Limited where bureaucratic
management theory is applied by managers so that decision making flows through hierarchical
level and work is accomplished as per the rules.
Contingency management theory: Fred Fiedler was the profounder of this theory. The
theory focuses on importance of leader's personality as well as situations within which operations
are performed. It says that the effectiveness of managerial activities is contingent together with
dependent on interplay among application of behaviours towards particular circumstances. The
theory claims that no specific way is originated to lead an entity due to availability of certain
constraints which alter best leading ways in particular situation. In order to achieve better
outcomes, it is important for managers to adopt certain actions that are based on pertaining
circumstances. Managers at selected hotel by applying contingency management theory
organises activities as per the pertaining situations and effectively implement techniques to
ensure success.
Role of leaders’ addition to distinct leadership styles
Leaders are the human being who holds superior positions and exercises high controlling
degree to influence others for goal achievement. It is interpersonal influence which is exercised
within situations so to influence others to develop potentials for greatness. The roles played by
leaders of Travelodge Hotels Limited are as follows:
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Managing talent: Leaders have role to carefully manage available and new talent by
implementing thoughtful policies or programmes. Selected organisational leaders plays role to
emphasis on developing personnel through mapping career paths addition to providing training
programs. They implement plans to recruit competent talent from various sources as well as
identifies available talents to further develop potential capabilities among needed competencies.
Planning future: Leaders plans numerous activities or approaches to manage the talent
for future. Leaders plans training and development for workforce so that they can enhance the
hidden talents among employees (Einstein, 2013). At Travelodge Hotels Limited, leaders play
role to plan future activities that can help in analysing hidden competencies among talents. They
also plan the required talents in coming duration.
Distinct role of leadership styles
Leadership styles are approaches to implement plan, provide direction as well as motivate
individuals. These are the behavioural patterns adopted by leaders for influencing followers’
behaviours through giving directions as well as motivating them for accomplishing provided
goals.
Authoritarian leadership style: In this style, powers are in hands of leaders for making
decisions along with controlling organisational activities. Leaders formulates decisions without
concerning inputs from others who reports them. The role played by authoritative leadership
style at hotel is to take responsibilities of all workings and allocate tasks according to the
competencies of manpower so that employees do not feel burden. This can also help them to
manage the talents in effectual manner.
Democratic leadership style: In this style, at the time plans as well as policies are
formulated, leaders’ influences personnel to provide their valuables such that involvement of
staff members increases and they get engaged with business objectives. Democratic leadership
style plays crucial role at Travelodge Hotels Limited in terms of engaging employees, sharing
decision making together with problem solving responsibilities and boosting collaboration with
equal participation.
Analysis of leadership and management styles in relation to culture and structure of entity.
At Travelodge Hotels Limited, functional organisational structure is followed in which
leaders adopts democratic leadership style in which leaders gives powers to functional units so
that they can assist in decision making. Leaders within the structure creates transparency in all
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operations so that determining results becomes easy. In context to organisational culture, selected
enterprise follows task culture wherein distinct teams are formed for addressing particular
situations. Democratic leadership style within the culture creates open discussions and build
ownership form where ideas and opinions of all functional teams contributes in decision making.
In context to management style, within the structure and culture of selected firm,
managers go with paternalistic management style in which decisions are made considering
employees and their interests (English, 2015). Within the style, feedbacks for employee’s
performances at all level are invited and tasks are allocated accordingly that improves morale
and productivity of employees.
Management as well as leadership styles
Management styles: Managers possess unique styles to deal as well as handle employees
and such styles within managers are said to management styles. The ways managers deal with
their subordinates at premises are termed as management styles. Good managers make
adjustments in its styles so that they suit distinct environment as well as employees. The styles
are shaped by certain factors such as external or internal business environment. Few of the
management styles are as reviewed:
Paternalistic management style: It is one of the style which implies dominant
authoritative personality through which decision making is done by managers and employees are
treated in condescending as well as paternalistic manner. Decisions taken through such style at
selected entity are best for staff members and institution as whole. Within the style, employees of
selected hotel stays encourage as well as enjoys working despite of treated as burden (Fernie and
Sparks, 2018).
Laissez-Faire management Style: Another name for such style is delegation
management style in which group members are allowed to make decisions of their own in
context to specific problem or issue. At Travelodge Hotels Limited, the style is adopted at certain
situations so to allow members to improve their skills, providing experiences to shine, creating
independence environment and encouraging personnel to explore innovative ideas.
Leadership styles: These methods opted by organisational leaders to provide guidance,
influencing subordinates and implementing plans are leadership styles. In other words, the
behavioural pattern adopted by leaders for integrating personal together with business interest in
pursuit to certain objectives. Some leadership styles which are reviewed are as follows:
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Authoritarian leadership style: The style that helps leaders to set procedures guided by
own interests, knowledge as well as objective is authoritarian leadership style. Servility,
passivity of performers, self isolation along with fawning are generally inevitable with this style.
Exchanging information at Travelodge Hotels limited among superiors and subordinates is
limited and personnel hide shortcomings during workflows as well as deviational gaps in context
to certain data within authoritarian leadership style.
Democratic leadership style: Within the style, group members participates in processes
of decision making. It allows capitalization towards employee’s talents and strengths by
providing opportunities to exchange ideas, encourage discussions as well as involving in
decision-making. It values affirmation together with collaboration of employees. With this style,
leaders of Travelodge Hotels Limited offers guidance to members, improves job satisfaction,
encourages creativity and honesty at premises, boost team knowledge and strengthens
relationships will all members.
Evaluation of current management along with leadership styles.
The current styles followed at Travelodge Hotels Limited is paternalistic management
style and democratic leadership style by managers and leaders respectively. Paternalistic
management style benefits the entity by increasing loyalty of employees, rewarding good
behaviour, creating open communication lines among leaders or managers with staff members
and fostering trust. In contrary, with this style, the entity also faces low staff motivation when
bed or unfavourable decisions are made and various time it increases chances of biases within
managers.
In context to democratic leadership style, it provides benefits to selected institution in
terms of empowering staff members, solving complex issues, building strong teams and fostering
creative environment. At same time, the style requires additional time for implementing
decisions, becomes ineffective during crisis circumstance and encourages workplace
procrastinations.
TASK 2
Internal and external factors influencing management styles with structure.
In dynamic environment various factors are present that influences styles as well as
structure of management. The factors are defined to elements which contributes to results. The
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factors that influences management styles addition to structure of Travelodge Hotels Limited are
as investigated:
Internal factors: The factors which are under control of enterprise despite of their
tangible or intangible nature are internal factors. The internal factors that influences styles and
structures the most are further categorised as:
Effective recruitment methods- In context to Travelodge Hotels Limited, management
team uses effective practices to recruit talents from various sources. Using effective methods, the
team has hires various competing employees who possess ability to work as per the set structure
that contributes more on achieving beneficiary results. The company also has productive
personnel that attract more customers by adopting the set guidelines which influences styles as
well as structure of management in positive manner as these talented individuals produces better
results and improves efficiency of business.
Strategic talent management- The factor is all about applying strategies to hire talented
individuals as well as nurturing them so that they become comfortable with other employees. It
provides opportunities to managers so that they can apply effective style to attract skilled
personnel and contributes in improving business performances which influences structure and
styles within managers in positive manner. This internal factor helps in managing and retaining
the employees of the organisation.
Low experienced employees- The factors that becomes hurdles in organisational
development are termed to weaknesses. Selected entity has appointed various young talent who
do not have more experience and developed skills that acts as weaknesses for entity. Young
talents do not provide same results which influences styles together with structure of
management at great manner as they do not have required skills to execute operations in
innovative manner and fails to generate required efficiency.
External factors: The elements that influences results as well as performance from
outside are termed to external factors. These factors are not in control of business managers.
Considering external factors various adjustments are made by managers of Travelodge Hotels
Limited so that they can understand the nature of such factors and work accordingly. Some
external factors that results in influencing structure together with systems of management are as
analysed:
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Risk exposure: Opportunities are favourable junctions of situations. In other words,
these are exploitable set of conditions that requires resource commitment as well as involves risk
exposure (Küpers, 2016). In context to Travelodge Hotels Limited, management team has
opportunity to use various other recruiting sources so that they can hire more experienced talents
across the nation. By adopting recruitment approaches like sharing attractive job advertisement
on social sites can influence management styles to grab attention of experienced and motivated
talents.
Digital as well as innovative disruptions: Within the hotel industry, numerous kinds of
digital along with innovative disruptions exists that affects styles and structures of organisational
management. As there are new alternatives available for technology then it becomes critical for
managers of Travelodge Hotels Limited to modify or alter their decisions as per the new
available. Further, it also impacts on management working as making frequent modifications
results in poor work quality of manpower.
Analysis of factors that influences styles with structure.
Every factor that exists within or outside the entity boundaries influences management
style and structure. In relevance with the factor, Travelodge Hotels Limited possess various
internal factors like low experienced employees (weakness), strategic talent management
(strength) and effective recruitment practices(strength) that helps in managing and developing
current or new talent in effective manner. The external factors which have more influences on
styles and structures of managers are risk exposure(weakness) and innovative
disruptions(weakness) (Miguel Messianu, 2014).
Critical analyses of the ways specific styles are influenced and changes by factors.
At the premises of Travelodge Hotels Limited, management styles such as paternalistic
management style is influenced by pertaining external and internal factors. Strengths that
business has is of effective recruitment sources that benefits the entity to hire more personnel as
and when needed but at same time, these sources are time consuming which adds additional costs
to entity. The threat that institution possess is staff retention in more numbers which causes
issues in completion of activities to attain objectives. On other hand, opportunities that can
influence styles and structure are adopting new recruitment or promotional mediums so that
more productive staff can be selected but these sources needs additional investments to attract
productive talent which reduces business profit reserves. With application of talent management,
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all these factors have changed their influences towards effectively implementation of aspects of
managers styles which resulted in beneficiary outcomes.
TASK 3
Current management along with leadership hard and soft skills
Skills are the potentialities to work. It is essential for managers and leaders to possess and
acquire skills that benefit them in fulfilling requirements of their job responsibilities at
Travelodge Hotels Limited. Some of the skills are as analysed:
Hard Skills:
Hard skills are particular abilities which are assessed addition to developed via teaching
well stated competencies sets. Possessing such skills connotes expertise together with mastery
within individuals to execute series of tasks in order to complete job. Various hard skills that are
within top administrators of Travelodge Hotels Limited are the followings:
Hard skill within Management: The current hard skills that are within effective
managers of chosen company are proficiency in distinct foreign languages (Hard and soft skills.
2019). The management of the entity has learned various languages so that they can deal with
personnel and customers that has belongings from other nations.
Hard skill within leadership: At present, the leaders of the company has strong
computer programming skill which are acquired by them through taking coaching to manage
programmes on computers. The skill within leaders at hotels helps them to manage the workings
of all employees by recording the activities performed by manpower in the computer
programmes in systematic manner. Leaders uses this skill to manage their talents by putting all
the necessary information of computer programs and recovering data as and when needed.
Soft skills:
Soft skills are characterised to subjective skills which are difficult to quantify. These are
also named as interpersonal skills as well as people skills as these relates the ways individual
interacts and relates with others. These are personal habits addition to traits which shapes the
ways workings are performed (Milner and Joyce, 2012). The current soft skills which are among
the individuals of Travelodge Hotels Limited are as analysed:
Soft skill within management: The soft skill within management of respective firm
includes time management skill that helps them in managing their time in more efficient,
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productive as well as meeting deadlines. They focus on time sensitive activities as well as limits
wastage of time on non-essential activities.
Soft skill within leadership: In present duration, leadership of chosen entity possess
persuasive skill that entails convincing others for following specific course of action and agrees
to commitment. Leaders have the skill to persuade other through understanding their viewpoints
and grabbing weak point of others so that they can influence them to perform particular activity.
Talent management is mentioned to one of systematic process for identifying vacant job
positions, improving expertise of the individual so to match the position along with retaining
them till long term objective achievement. In context to Travelodge Hotels Limited, the
leadership styles that are related to managing talent are authoritative and democratic style.
Through authoritative leadership style, leaders allocate tasks according to the competencies of
manpower so that employees do not feel burden. This can help them in talent management in
trenchant manner. With Democratic leadership style, leaders manage talent through engaging
them with others, sharing decision making together with problem solving responsibilities and
boosting collaboration with equal participation. The leadership skills that are required for talent
management are strong computer programming skill and persuasive skill. Through computer
programming skill, leaders manages workings of exiting talents and putting all the necessary
information of computer programs and recovering data as and when needed that leads in properly
managing talent contributions and workings. With persuasive skills, this is used for persuading
people by understanding their perceptions and weak points so that proper training are provided to
them that leads in managing talent and retaining them.
Future management as well as leadership skills that are required within service sector
At present, the administrators of Travelodge Hotels Limited are planning to launch
various tourism packages and for this they require certain skills to be present within leadership
and management in coming future duration (Future skills that are required among management.
2019). Such skills are as follows:
Innovative thinking: For promoting the tourism packages, it is necessary for
management to think innovative so that they can attract distant customer base as well as guide
personnel to work in modern manner. With this, they can find and search new ways to provide
better experience to its customers.
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Diverse team management skill: The skill helps leaders to manage distinct nature of
employees and coordinate their workings as teams in effective manner. As with implementation
of new programmes, leaders also need new operating modes so that teams collaborate more with
each other and with outside stakeholders. For this, leaders at selected premise requires the skills
so that they can build cultures in terms of non-traditional environment of working.
How to achieve these skills through talent management strategies
Talent management is said to dedication of business to anticipate requirements of
manpower and making essential planning for meeting all the needs. Various talent management
strategies with the help of which Travelodge Hotels Limited will be able to achieve future
management along leadership skills are as elaborated:
Providing ongoing training as well as learning opportunities: There are many times
when the entity loses its key skilled manpower when they feel that their career is not enhancing
or they are not able to think out of box. To improve potential proficiency or innovative thinking
capabilities, regular training along with development opportunities must be provided to
employees, managers and leaders so that upcoming required skills can be improved effectively
and efficiently.
Assessing individual cultural fit: Organisational culture involves tricky things to
elaborate how exactly activities of personnel are evaluated that fits the culture. With the talent
management strategy, the vision of leaders and managers of entity must be based on big vision
so that they can collaborate diverse teams and manage them properly for achieving objectives.
This further enhances the skill within management and leadership to manage diverse teams in
effectual manner.
Evaluation of current along with future leadership and management skills
To handle talent management issues including development as well as staff retention, the
current management skills that plays essential role are proficiency in various foreign languages
and time management skill that benefits organisation to provide career enhancement practices as
per the languages suitable to employees so that they are developed to perform future activities
and keep retained with entity for long duration (Morrison, 2012). At same time, these skills fail
to identify the reason behind staff retention and needs of employees that develops it even more.
In context to leadership skills, current skills are computer programming skill and persuasive
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skill that benefits in managing all the employees and persuading them to work with more
efficiency that reduces staff retention. At same time, computer programming skill limits
consideration of managers more on employees. The future management skills required are
innovative thinking that can benefit in developing knowledge among staff to think different and
can motivate them to stay with entity. But this skill can take more time of staff members to think
different can reduce their motivation to stay with business. Future leadership skill required is
diverse team management skill that can benefit the organisation in managing wide teams at same
time and influencing workings within staff members. But the skill can limit the emphasis of
managers or leaders to each and every member that can result in less development and more staff
retention.
Critical evaluation of the ways management and leadership skills in chosen organisation has
developed
According to Wren, 2013, The ways through which management and leadership skills
within entities has developed are through continuous development opportunities and assessing
cultural fit. In context to Travelodge Hotels Limited, management and leadership skills has been
developed through continuous training and development opportunities that enhanced existing
knowledge among professionals so that they can motivate their personnel to stay with the entity.
Further, with application of assessing cultural fit, the skills have been achieved.
TASK 4
Comparison and contract of distinct service industry entities' change management system and
leadership that implements change
Change is said to general conversion of something. It involves phases that converts one
condition to another stare situation. Change management is characterised to systematic approach
for dealing with transitions along with transforming modifications in technologies, goals and
processes of company. Various factors are involved in an industry wherein change management
systems addition to leadership differentiates from one another. To understand it in better manner,
Heritage Hotel Group is compared with Travelodge Hotels Limited.
Basis of comparison Travelodge Hotels Limited Heritage Hotel Group
Change management
system
Travelodge Hotels Limited is
facing more staff retention issue
At the entity, challenges in context
to career development of
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and to deal with this, administrators
have planned to change their
rewarding policies (Mullins and
Constable, 2016). In order to
implementing changes, managers of
the entity use change management
system of Lewin's Change
Management model that comprises
three stages such as freezing,
unfreezing as well as refreezing.
employees are faced. To overcome
such challenge, organisational
administrators have decided to use
ADKAR model of change
management system. The model
includes phases of awareness,
desire, knowledge, ability and
reinforcement. With this they will
be able to evaluate reasons for the
challenges.
Leadership in
implementing
change
The leadership plays crucial role in
implementing changes at
Travelodge Hotels Limited. To
implement changes, they perform
distinct role at distinct stage such as
at freezing stage, leaders effectively
communicate needs of changes to
top management and involve
people for change procedures. At
change stage, leaders carefully plan
and encourage staff members to
endorse the changes. At freezing
stage, leader’s strengths as well as
reinforce new behaviours and
provides rewards, recognition
together with positive
reinforcement that motivates staff
to work with entity despite of
leaving.
The leadership performs various
roles in implementing change.
When change system of ADKAR
model is implemented, leaders
performs distinct functions at all
phases (Oshagbemi, 2017). At
awareness phase, leaders analyse
the essential requirements of
changes. At desire phase, leaders
participate as well as support
changes for good uses. Within
knowledge stage, leaders provide
measures for changes. They
determine what change will look
ion context to skills and
behaviours. At ability phase, they
provide extensions for training.
They develop goals and provides
opportunities that can enhance
skills and provide career
development aspects to
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employees. At reinforcement
stage, various efforts are made for
sustaining change by leaders.
The similarities among both industries are that both carefully analyses the requirement of
changes and then develop plans to use effective change system (Popescu and Predescu, 2016).
The leadership of both organisations also influences their employees to adopt changes and work
as per new modifications.
Analysis of the ways change management affects skills and styles of leaders and managers
Change management affects leader and manager’s skills and styles in many ways. For
example, at Travelodge Hotels Limited, managers plan to work within set budget but for
implementing the changes they are required to provide training programmes to employees. To
provide such programmes, huge financial resources are invested that shakes the set budget
impacting on skills and styles as well. This impact also influencing leaders’ aim of managing
talent as due to low budget they face difficulties during managing and developing talent of their
organisation (Sadgrove, 2016). At workplace, there are various pessimistic employees who have
negative attitude towards everything including changes in organisation. For leaders to implement
change, they frame various strategies but due to existence of pessimistic workers the negative
environment is build which leads to poor productivity and decreases motivation of other
employees which hampers skills and styles of leaders to great extent.
CONCLUSION
As per the above discussion, it can be concluded that management together with
leadership services are important to attain goals of service industry. Administrative management
theory, Bureaucratic management theory and Contingency management theory are some of the
classical management theories. Leaders at workplace plays essential role of managing talent and
planning future. Various styles followed by management are paternalistic management style ad
Laissez-Faire management Style whereas styles that leadership follows are authoritarian
leadership style and democratic leadership style. factors that influences more the management
styles and structure are effective recruitment methods, low experienced employees, risk exposure
and staff retention. Skill within Management that exists currently are language proficiency, time
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management skill. the skill within leadership in current scenario comprises of computer
programming skills and persuasive skill. As time changes, management and leadership also
needs to acquire various skills through different measures.
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