Leadership and Management for Service Industry - Module Report

This report examines leadership and management principles within the service industry, using Travelodge as a case study. It begins by outlining classical management theories such as scientific management and Weber's bureaucratic approach, and applies them to the service sector. The report then explores the role of a leader, including formulating a clear vision and encouraging the workforce, and discusses various leadership styles like autocratic and transformational leadership. Furthermore, it reviews the leadership and management styles prevalent in Travelodge, highlighting democratic and persuasive approaches. The analysis extends to investigating internal and external factors that influence management structures and styles, such as organizational culture, employee engagement, technological advancements, and political considerations. The report concludes by comparing these aspects within the context of the service industry, providing insights into effective leadership and management practices.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Mention different type of classical management theories and apply them in context with
service sector..........................................................................................................................1
P2 Discuss about the role of leader and various leadership style in service sector ...............2
P3 Review leadership and management styles prevailed in a specific service sector ...........3
TASK 2............................................................................................................................................4
P4 Investigate about internal and external aspects that impacts management structure and
styles in selected business firm...............................................................................................4
REFERENCES................................................................................................................................6

INTRODUCTION
Leadership and management in context with service sector is related with the
performance of a leader & manager while performing business activities. Leader in a company
plays an essential role in inspiring, guiding and encouraging employees so that they can work in
a comfortable manner at workplace. Manager of a company organise project and formulate
business strategies so that working potential of workers can be enhanced. This assignment is
prepared in context with Travelodge which is a US based hotel chain operating in global manner.
At present hotel is operating at more than 435 locations and employees more than 12000
employees. This assignment will discuss about various kind of management theories along with
roles of a leader and various leadership styles prevailed at workplace. Also, management and
leadership styles in Travelodge will be reviewed. Other than this, factors influencing
management styles, current and future management & leadership skills and comparison in
different service sector is carried out.
TASK 1
P1 Mention different type of classical management theories and apply them in context with
service sector
Classical management theory is referred as a branch of management that emerges in 19th
century. This framework was established during industrial revolution and benefits in overcoming
the issues associated with efficiency of work process. There are various kind of classical
management theories. Some of these theories are discussed below:
 Scientific management theory: This theory is stated by Taylor and defines that to attain
standardisation, efficiency, specialisation and simplification at workplace, it is important
to plan organisational activities in a systematic manner. As per this theory, in order to
increase the overall productivity at Travelodge, mutual trust among workers and
management is required. Planning of work will benefits Travelodge in performing each
activity and operation in appropriate way due to which earning high outcomes will
became easy.
 Weber's bureaucratic approach: As per Weber, positions and job role in workplace
should be arranged in hierarchy and important tasks of company must be distinguished
via functional basis. Also, theory of Weber states that authority and responsibility at
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workplace is required to be recognised by the designation not by an individual. Adopting
this theory at Travelodge will benefits the manager in assigning authority and
responsibility to workers as per their job role. Also, this classical theory will allow
Travelodge to work in a hierarchical manner due to which passing of information at
workplace will take place efficiently. This will benefits the firm to accomplish their task
before allotted time so that high revenues can be earned.
P2 Discuss about the role of leader and various leadership style in service sector
Leader is an individual which motivates and train the workers working under them so that
their working potential can be raised. This will allow a company to enjoy maximum profits and
revenues against rivals. A leader has various kinds of role within an organisation. In this context,
role of leader in Travelodge is mentioned below:
Role of a leader
 Formulating a clear vision: Main role of a leader is to formulate a clear vision among
staff members and other employers so that they can identify their targets and goals
without any problem. In case of Travelodge, role of leader is to set a clear vision about
their goals and objectives in front of employees. This will allow the employees to
understand the expectations of company from them. By this, attaining goals in efficient
manner will became easy.
 Encouraging and guiding workforce: Guiding and encouraging employees is also an
essential role of a leader due to which organisational work is performed in a systematic
manner. Manager in Travelodge is required to motivate and guide their employees on
regular basis so that they will feel confident while performing their work. This will
benefits the company in increasing their overall productivity due to which high revenues
& profits will be earned without any compromise.
Different kind of leadership styles
There are various kind of leadership styles that can be adopted by the leader of a firm.
These styles are different in terms of their nature and impact on company. In relation to
Travelodge, these styles are mentioned below:
 Autocratic leadership: This leadership style is centred around management and
employers of a company rather than their workforce. In this style, leader posses power,
responsibility and authority due to which employees are bound to follow the decisions of
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their leader. Adoption of this leadership style in Travelodge can disturb the working
pattern of employees as their decisions will not given preference. This can reduce the
productivity of Travelodge but this leadership style is suitable to take quick decisions.
 Transformational leadership: In this leadership style, leader is considered as head of an
organisation which has the role to initiate change within organisation, groups of
employees and other aspects. If leader in Travelodge will adopt this leadership style then
employees will have to perform more challenging work due to which their commitment
towards organisation will increase and firm will attain high working performance. But
pushing employees out of their comfort zone can impact them in negative manner due to
which they may not be able to work efficiently and business of Travelodge may suffer.
P3 Review leadership and management styles prevailed in a specific service sector
Travelodge is one of the biggest hotel chain operating in global manner. It is important
for the manager and leader of company to adopt suitable working styles so that overall
productivity of company can be increased. Below is mentioned about the management and
leadership style which is followed at Travelodge:
Leadership style at Travelodge
Democratic leadership: In this style of leadership, along with employers and
management, employees are also involved in taking decisions. This style is centred around
contributions of subordinates in business decisions and activities. In this style, final decision is of
leader but importance is given to the opinion of workers. Leader in Travelodge follow this style,
due to which employees of firm feel more valued and their working potential also rises but this
style is not suitable for taking fast decisions as many people are involved while taking decisions.
Due to this, company fails to take decision in timely manner.
Management style at Travelodge
Persuasive management style: In this style, power of decision-making is in hands of
manager but opinions of employees are also taken so that appropriate decision can be take.
Decisions taken under this management style are suitable and allow Travelodge to gain wide
advantages. This style has some characteristics of autocratic management style due to which
Travelodge faces no difficulties and confusion in taking quick decision. But in case when
managers do not discuss with subordinates, decision-making falls due to which sometimes
company have to face loss of revenues and profits.
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TASK 2
P4 Investigate about internal and external aspects that impacts management structure and styles
in selected business firm
There are different kind of internal and external factors which impacts the structure and
style of management in a business firm. These factors are different in their nature and
adaptability but impacts the working of business in a considerable manner. Some of these factors
are mentioned below in context with Travelodge:
Internal factors
 Organisational culture: Culture of a business firm is a combination of the policies,
regulations and the manner in which employees & employers treat each other. It is
difficult to change culture of a company on regular basis but organisational culture
impact structure and management style in a considerable manner. If culture in Travelodge
will be appropriate then manager do not have to take strict measure against employees
and persuasive management style can be adopted. But if, organisational culture is not
suitable and employees do not work properly, manager will be required to adopt
autocratic style so that employees can not misbehave while performing organisational
work. Also, management structure of Travelodge will be needed to change or altered if
existing structure is not suitable to provide good organisational culture. Hence,
organisational culture impacts management style and structure in a considerable manner.
 Employees engagement: If employees in Travelodge are committed outward their work
and their engagement is high in attaining organisational profits then this will denote that
firm posses suitable management style but is worker engagement is low then this will
impact existing management style and structure of company in a negative manner. In this
situation, manager in Travelodge will be needed to change their management structure
and style so that engagement of employees can not be compromised. This shows that
management style and structure at Travelodge is dependent on employee engagement.
External factors
 Technological factors: These factors are concerned with technological advancement of
the region in which firm is operating. Travelodge is a hotel company which offers
accommodation, food and entertainment services to their customers. Other than offline
medium, company is needed to deal with their customers via online means also so that
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repeat visits from customers can be attained. Manager of company is required to adapt
technological aspects in Travelodge, if manager is unable to do so, company will have to
change their management style and structure in that situation so that employees can learn
about technology use irrespective of their wish as this will allow the company to earn
wide profits.
 Political factors: Political aspects of a region also impact management structure and
style of a company. If policies of government are liberal than manager of a firm is not
required to formulate strict rules and regulations for employees and employees centred
management style can be adopted. But if political scenario is complex than manager have
to implement strict management style and structure so that employees will be bind to
perform organisational work in a systematic manner even if they agree with the decisions
of management or not.
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