Leadership and Management for Service Industries: Case Study Analysis

This report delves into the critical aspects of leadership and management within the service industry, utilizing Hotel Holiday Inn as a focal point. The introduction establishes the significance of leadership and management for organizational success. Task 1 reviews classical management theor...Read More

Leadership and Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
P1 Review classical management theories and apply in service industry context......................4
P2 Explain the role of the leader and their leadership styles in service industry........................5
P3 Review the management and leadership styles in a service industry....................................5
TASK 2............................................................................................................................................6
P4 Investigate internal and external factors that influence management styles and structures...6
TASK 3............................................................................................................................................7
P5 Assess current management and leadership hard and soft skills by providing evidence.......7
P6 Discuss future management and leadership skills that required for service sector................8
TASK 4............................................................................................................................................9
P7 Compare and contrast different service industry organisations change management styles
and leadership..............................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership and management is an important management tool that helps in coordinate
and cooperate to achieve goals and objectives. Leadership is an art or science that helps in
motivating others to attain goals and objectives. On other hand management is an important
approach to create or build an environment that helps in developing and achieving excel in set of
skills and knowledge. Both these terms are very important for organisational development and
enhancement to reach at desirable outcomes (Birasnav, 2014). This report is based on Hotel
holiday inn which is a British owned American chain of hotels and subsidiary of intercontinental
group of hotels. Its headquarter is in UK and have 1173 hotel chains. This report emphasis on
different classical management and leadership styles and factors that helps or influence in
different management styles and structures in services industries.
TASK 1
P1 Review classical management theories and apply in service industry context.
Management and leadership:
Types of theories of management- There are different theories of management that
contributes in organisational development which are described below:
Classical management theory of management- Classical management theory of management
rely on that workers have only physical and economic needs but not account for social needs or
job satisfaction (Birasnav, 2014). It focus on specialisation of work and activities to give best
insights and knowledge about needs and wants of employees so that they can give their best in
organisational growth and enhancement. In case Hotel Holiday inn they use management theory
and practices to lead and manage work with activities to coordinate their procedures in effective
manner. To get desirable outcomes organisation use situational leadership style which denote
about to choose style of leadership according to situation.
Administrative management theory:
Administrative is an one kind of classical management theory that helps in organize in a
systematic manner. In systematic way includes tasks, division of labour and hierarchical
structures of tasks and duties. It focus on improvement in performance and functioning of hotel
holiday inn.
Scientific management theory:

Scientific management theory states about that there are various ways in which ways and
select one of them which is main motive of scientific management theory (Bon and Mustafa,
2013.). This theory developed by F.W Taylor which describe about that analyse each and every
aspect of task and choose one method out of it. To accomplish tasks and duties workers should
be and give them tasks and responsibilities. In case of Hotel holiday inn they adopt that theory to
assign best task and duties to their employees and get maximum productivity.
P2 Explain the role of the leader and their leadership styles in service industry.
Leader is an individual who influence others by their views and opinions in an positive
way to reach at desirable goals and objectives. In case of Holiday inn their leaders adopts various
leadership styles according to the situation. In context of Hotel holiday inn various kinds of
leadership style that are as follows:
Situational leadership style:
situational leadership style is a most important kind of leadership style which developed
according to various kinds of situations (Yee and et. al., 2013). Situational leadership refers to
when leaders and managers adjust according to the situation that exist in business environment.
Situational leadership style change continually to meet the needs and wants of organisation and
their employees.
Autocratic leadership style:
Autocratic leadership that also known as authoritarian leadership which is characterized
in which individual have whole control on works and activities and little inputs towards the
members ( Campbell, Jardine and McGlynn, 2016). Autocratic leaders brings choices that based
on their ideas and kinds of judgements and occasionally accept advice of their subordinates. In
autocratic leadership style consist of absolute, authoritarian that control over a group of people.
In case of Hotel holiday inn sometimes they according to situation adopt various kinds of
leadership style that suitable according to the situation.
P3 Review the management and leadership styles in a service industry.
Leaders and their various kinds of leadership styles plays major role to deal in adverse
situations that occurs in organisation time to time. In case of Hotel holiday inn they use various
kinds of leadership style according to situation. In that case the most appropriate leadership style
which is selected by them is situational leadership style in which they adopt according to

different kinds of circumstances. So one of most rational leadership style is situational leadership
style in which they bring changes in their tasks and duties with action to deal with adverse
circumstances.
Role of digital technology and managers and leaders:
digital technology is one of most important tool and technique by that an organisation can
be able to reach at large consumer base (.Chen and Yang, 2012). Digital transformation is one
of important aspect that create conditions that helps to change failures into success that mostly
use by leaders and managers. Leaders create a culture in which risk taking is acceptable that
helps in create an positive attitude and work culture for enhancing productivity.
TASK 2
P4 Investigate internal and external factors that influence management styles and structures.
The internal and external factors that influence different management styles and
structures are as follows:
Internal Organisational Factors:
The factors which influence style and structure within organisation is called internal
factors. Some of them are as follows: Innovation- While adopting any new innovation leadership in Hotel holiday, it is very
important for manager to adopt consultative management style for performing task
(.Chen, Yang and Li, 2012). This style help manager to take advice from subordinate
regarding new and innovative ideas. According to structure of organisation, innovation is
required. This factor is influence by need and demand of potential customer as well as
market.
 Employee Engagement and commitment- It is internal factors which influence
management style and structure of Hotel Holiday Inn. All the employees working in firm
should be involved in each and every activity so that they can work for achievement of
goals and objectives. In order to engage employee and commitment towards goals,
democratic style should be used (Clark, Silvester and Knowles, 2013). This is so because
respective hotel able to engage as well as retain employees by motivating them in

effective manner. It will also help in attaining goal and target in effective and appropriate
manner.
External Organisational Factors:
The factors which influence style and structure outside organisation is called external
factors. They are described below: Managing diverse talent, stakeholders and customers- In order to manage Hotel Holiday
Inn, it is very important to hire skilled and capable employees, autocratic management
style and structure is needed (Clark, Silvester and Knowles, 2013). Thus, talent manger
can easily adopt new and innovative technologies in effective and efficient manner in
order to achieve goal and objective of respective Hotel.
 Globalisation and promoting global capabilities- For managing business in globalisation
level, it is essential to have skilled employees. According to factors, management style
and structure differ from each other. In order to be globalised and promoting global
capabilities, Hotel Holiday should possess democratic style for better result achievement.
These factors greatly influence business and its activities. Economic condition and
technological changes influence respective management style of respective hotel.
TASK 3
P5 Assess current management and leadership hard and soft skills by providing evidence.
Soft skills for manager:
 Communicating- It is process where data and information are transferred from one
department to another (Kanji, 2012.). This management skill is required in both current
and future scenario so that employees working in organisation can know their roles and
responsibility and carry out effectively and efficiently.
Hard skills for managers:
 Planning- It is the process where each and every activities of organisation need to be
planned in advance. The manager of Hotel Holiday requires such skills for better
planning and achieving their goals and objectives.
Soft skills for leaders:

Team work: Team work is an important key skill in case of Hotel holiday inn leaders
because they have large chain of hotels. So team building skill is very much potential for them to
gain competitive advantage.
Hard skills for leaders:
Technical knowledge:
Technical knowledge is very much potential for a leader to comply with various
challenges that occurs in industry (Kivipõld, 2015.). In case of hotel holiday inn which is an
multinational chain of hotels and to remain enough competitive in market place they have to
adopt various kinds of hard and soft skills.
P6 Discuss future management and leadership skills that required for service sector.
Leadership Skills- These are important component for executive in order to make
decisions about mission, goals, and allocation of resources for achieving goals. Some of future
leadership skills are: Positive Attitude- The leader of Hotel Holiday Inn should possess positive attitude skills
towards work and organisation. This skill can help in both scenario that is current as well
as future (Shek, Lin and Liu, 2014).
 Creative Thinking- Leader should possess creative thinking skills for performing any
work in service industry. As creativity is important in service sector where customer
requires new features in service.
Approaches to successful leadership- The approaches are as follows: Situational Leadership- According to situation, leader of service sector should adjust
their style in order to fit development level of follower for influencing. Various situation
arises in organisation that need to be adjusted through such approach.
 Inspirational Leadership- It is creating and energizing sense of purpose and direction for
employee, excitement and momentum for change (Ross, 2017.). It is type of
motivational theory for motivating and influencing employee and staff for goal
achievement.
Management skills development:
Developing Capabilities and Self Awareness:

Reflective practices is an important tool for practice based professional learning where
individual can learn through their own experiences than formal knowledge or learning. This is a
significant source for improvement and personal professional development which develop
creative thinking skills (Shek, Lin and Liu, 2014.). This helps in increasing self-awareness
which is component of emotional intelligence that assist in understanding other in better manner.
Thus, it is very necessary for Hotel Holiday Inn to develop capabilities and increase self
awareness of their employee and worker for goal achievement (Ross, 2017).
TASK 4
P7 Compare and contrast different service industry organisations change management styles and
leadership.
Change management:
Change management is an collective term for approaches to prepare helps to support
teams and individuals when an organisation adopts various kinds of changes.
Hotel holiday inn Thomas cook
In case of hotel holiday inn that use
collaborative style of change management style
in which they involve people who are affected
and bring change for them rather than occurs
change to them.
On other hand in Thomas cook which is an
multinational travel and tourism industry that
uses consultative change management style in
which management listen to people who are
affected by that change.
In Hotel holiday inn they use situational
leadership style which changes according to
situation and helps in bring effective changes
that proved beneficial for them.
On other hand in Thomas cook they avail
autocratic leadership style in which an leader
take all decisions and apply in organisation to
bring effectiveness.
Similarities:
Hotel holiday inn Thomas cook
In case of hotel holiday inn change
management should be apply at wide scale and
In case of Thomas cook which is an
international travel and tourism industry and to

impacts on whole organisation. remain enough competitive in market they
apply kinds of changes in whole spheres of it
and bring effectiveness.
CONCLUSION
From above report, it can be concluded that for running activities and operation of
business in service industry, it is necessary to have leadership and management skills. There are
various structure and culture required for business success. These structure are made on basis of
size of organisation as hotel industry follows divisional because of different department. There
are theory which provide guidance to business and apply elements for effective results. Style and
structure of management are influenced by external and internal factors as according to them
decision is taken place. In order to get success, skills such as management and leadership plays
vital role in business.

REFERENCES
Books and Journal
Birasnav, M., 2014. Knowledge management and organizational performance in the service
industry: The role of transformational leadership beyond the effects of transactional
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Bon, A. T. and Mustafa, E. M., 2013. Impact of total quality management on innovation in
service organizations: Literature review and new conceptual framework. Procedia
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Campbell, J. D., Jardine, A. K. and McGlynn, J. eds., 2016. Asset management excellence:
optimizing equipment life-cycle decisions. CRC Press.
Chen, C. Y. and Yang, C. F., 2012. The impact of spiritual leadership on organizational
citizenship behavior: A multi-sample analysis. Journal of business ethics. 105(1).
pp.107-114.
Chen, C. Y., Yang, C. Y. and Li, C. I., 2012. Spiritual Leadership, Follower Mediators, and
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Clark, D. M., Silvester, K. and Knowles, S., 2013. Lean management systems: creating a culture
of continuous quality improvement. Journal of clinical pathology. 66(8). pp.638-643.
Kanji, G., 2012. Total quality management: proceedings of the first world congress. Springer
Science & Business Media.
Kivipõld, K., 2015. Organizational leadership capability–a mechanism of knowledge
coordination for inducing innovative behaviour: A case study in Estonian service
industries. Baltic Journal of Management. 10(4). pp.478-496.
Ross, J. E., 2017. Total quality management: Text, cases, and readings. Routledge.
Shek, D. T., Lin, L. and Liu, T. T., 2014. Service leadership education for university students in
Hong Kong: Subjective outcome evaluation. International journal on disability and
human development. 13(4). pp.513-521.
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.