Leadership and Management for Service Industry - BTEC HND Report

This report provides a detailed exploration of leadership and management within the service industry, focusing on TUI Travel UK as a case study. It begins by appraising classical management theories, including Bureaucracy, Administrative Theory, and Scientific Management, and their application in a service context. The report then justifies the characteristics of effective leaders and examines various leadership styles, such as autocratic, democratic, and paternalistic, assessing their suitability for the service sector. A critical analysis of current management and leadership styles within TUI is presented, along with an examination of internal and external factors influencing these styles. The report also assesses essential management and leadership skills, both 'hard' and 'soft', providing evidence from service sector examples. Furthermore, it discusses future management and leadership skill requirements and compares change management systems and leadership approaches in different service industry organizations, concluding with an analysis of how change management affects leadership and style.

Leadership and
management for the
service industry

Table of Contents
INTRODUCTION...........................................................................................................................3
Appraise various classical management theories and employ these in a service industry
circumstance...........................................................................................................................3
Justify the character of the leader and various leadership styles in a service sector business
context....................................................................................................................................5
Critique the administration and leading styles in a particular service sector structure.........6
Analyse the inner and outer factors that influence management styles and artefact in a chosen
service industry system...........................................................................................................8
Investigate the internal and external factor which influence the management style............10
Assess current management and leadership ‘hard and soft’ skills providing evidence from a
specific service sector examples...........................................................................................10
Talk about coming management and leadership skills needed by the company and how these
can be achieved.....................................................................................................................11
Evaluate the current and future management and leadership skill which is essential for the
service sector........................................................................................................................13
Compare and contrast different service industry organisations change management systems
and leadership in implementing change ..............................................................................13
Analyse how the change management affect the leadership and style.................................14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Leadership can be known as the method which is useful for influencing as well as
guiding the employees in order to achieve organisational aims and objective of the organisation
in a well define manner (Lins and Caiado 2019). There are various roles which are performed by
the leadership which are decision making, providing clear vision and establishing achievable
goals for the organisation. This report is based TUI travel UK which provide hospitality services
such as hotel and airlines. The company was founded in year 2007 and its headquarter is present
in Crawley, England. The company provide various services which include hotels as well as
airlines for the customers. This report covers about the different types of classical theories.
Along with this it is important to have various management skills which are require for the
people to achieve organisation goals and objective. Along with this it explain about the roles and
responsibility of the organisation to have effective leaders which help them to maintain and grow
effectively. At last it is essential for the organisation to have future trends which is important for
developing sustainable business model for making profitability and growth.
Appraise various classical management theories and employ these in a service industry
circumstance
Management is known as the process of dealing as well as controlling the various
origin as well as assets for the organisation. The theories help company to provide the
effective method and techniques through they can help to make organisation more efficient.
Along with this management process help in enhancing the performance and also improve
the capability of the individual for sustainability in the long run. For the organisation like
TUI it is important for the organisation to implement the effective management theories
which help in improving the performance as well as in the culture in the organisation. This
organisation can use classic theories of administration in order to succeed desirable goals
and objectives of system.
The classic administration theories can be defines as the management theory which
was mainly used in 19 th century for the betterment of the firm as well as of society. This
theories help in reducing the wastage and help in providing the quality outcomes for the
organisation (Chan, 2019). Classical theories of management is specially based on the belief
that worker will only have physical and economical needs. Beside this , theory are consider
as the job satisfaction and because social needs are to the prime consideration for the

employees (Lins and Caiado 2019). Classical theory are formed in three major parts such as
Bureaucracy, Administrative Theory and Scientific Management. All of these explanation
are remark below in well define manner.
Bureaucracy Theory:
This are the traditional theory which are useful in formulating rules and regulation.
This theory was given by the Max Weber in the year 1920. this refers to the organisation
structure which is mainly used in following the rules and regulation so that organisation can
run smoothly. This theory emphasis that the employees should follow the strict polices as
well as standard which help in completion of work in a well define manner. Further this
theory describe the various rule of bureaucratic management theories. These principles are
mentioned below in detail manner (Shamim and Yu 2019).
Task specification: This principle of Bureaucracy define that the hard and complex
work should be divided into manageable work and should be divided in group activities. The
task should be done on the basis of simple and group activities which help in reducing the
work and better outcomes can be achieved.
Hierarchical of authority: It state that all organisation must have proper hierarchy
which help maintain the discipline as well as order in the company. This also refers to the
ranking or position given in the organisation.
Administrative Theory
Administrative theory was develop by the Henry Fayol who profession was in
mining. He develop the different principles which help in providing the clear as well as
accurate data for the company. This theory have five major management planning which
help in organisation, controlling , commanding and coordinating Along with this Henry
Fayol has develop the 14 principles of management which are applicable in the organisation
to remove the grievances among the employees. The fourteen principles include division of
work, authority and responsibility, discipline, unity of direction. This is crucial for the TUI
management to use administrative theory as this improve the working culture and also
motivate the employees to achieve the desire goal effectively. Further this also improve the
productivity with the help of scaler chain and help in creating sustainable business model
for company.
Scientific Management Theory

The scientific management theory was given by the engineer, F.W. Taylor in year
1915. In this theory it explain about the various ways to improve the productivity in the
organisation for making profit. Hence TUI must use all these theory which help them to
offer better quality services to their respective customers. By adapting scientific theory the
management of TUI can manage the productivity effectively as also enhance the economic
efficiency mainly the labour productivity . The manager can identify the best possible way
to maximize the profit by ascertaining the proper use of resource in the scientific manner.
Justify the character of the leader and various leadership styles in a service sector business
context.
Leaders are those person who are responsible for influencing as well as motivating
the individual for achieving the task in the given time frame (roberts and koonce 2019).
Hence it is essentials for the company like TUI to encourage the employees as it assist in
achieving goals in a well define manner. Leaders have the responsibility to improve the
employees skills of the employees through which they can help to improve the desire
outcome for better future. The good leader is initiator and always listen to their employees
and solve the issue . Major roles of leader is mention below in detail.
Role of leader
Create vision: The role of the leader is to create the vision on which the organisation
can perform their business activities. They have to define the roles to each and evert
employees so that people can work effectively. By the clear vision the TUI organisation can
achieve its target in given time frame.
Develop strategies: For every organisation it is important to have effective strategies
which help TUI manager to achieve its goals in a limited time frame. Along with this
simplify the work and reduces the waste for the better outcome.
Coach: This is consider as one of the important aspect through which they can
achieve its target in a well define manner (Lins, 2019). Leader have the responsibility to
coach and show the right path to the employees so that they can bring out the quality
outcomes.
Different leadership styles

Here are various leadership styles which aid in determinative as well as inspiring
employees. Leadership style focus on assorted way to actuate worker so that they work in
effectual and efficient way and achieve goals and objective of system.
Autocratic or Authoritarian leadership: This kind of style in which the leader play
an vital role in developing as well as ordering the employees for completing the task in well
define manner. Autocratic leadership style refers to that style of leadership where leaders
have complete right to give order as well as assign task and duties to employees. The leader
are strict in nature and It become essentials for the workers to follow the rules and
regulation.
Democratic or Participative leadership: In this kind of leadership style the
employees have to participate in the business activities of the organisation (Naqshbandi and
Choudhary 2019). For the company like TUI it is important for management to use this
kind of leadership style which help in processing as well attaining the goal for the
organisation. This leadership style will help company to improving the skills of the
individual to perform better in the organisation.
Paternalistic leadership: This kind of leadership style is known for the family
leadership style in which the leaders use to protect the human rights for their family. Along
with this it used in most of the organisation which help in creating healthy environment in
the organisation. For the organisation like TUI it is important for the organisation to
implement this kind of leadership style as it help in create positive environment in the
organisation.
Critique the administration and leading styles in a particular service sector structure.
Management is essential for any organisation for the smooth functioning and also
help in developing tools and techniques which help organisation to gain profit as well as
expansion in the future. TUI is mainly known for managing the resource's and providing
quality services to their respective customers. Management refers to the method in which
the manager performer different activities such as planning, organizing, staffing, directing
as well as controlling which help firm to achieve its target in a well define manner.
Respective company must need to implement new leadership style as well as management
skill which help to facilitate end user with quality services. Along with this talent-

management help the leadership style to attract more and more employees so that they can
perform effectively in the organisation. Beside this it help in planning for the organisation
such as identifying the human capital requirements and creating job description for the
workers and they have to work as per the guideline. However this help in developing the
skills of the employees so that effective outcomes can be produced.
For the company like TUI it is important for the firm to use democratic leadership
style as provide right to employees to take their own decision-making which leads firm
towards success. Hence this help help employees the right of taking actions regarding their
job roles which save the time of the management as well as improve the working efficiency
of the employees. Leaders have the responsibility to motivate and encourage the employees
to perform their business activities at their best. The TUI and the management are equally
participate in the activities which help in enhancing the activities which is important to
achieve its target effectively. For the company like TUI this is essential to make use of
Talent management as this help in improving the business activities and help organisation to
grow and expand in the well define manner. Along with this talent management help in
recruiting, retain and make people to perform better in the organisation. A talent-management
strategy should link to business strategy to function more appropriately so that firm can produce
effective outcome in the well define manner.
Advantages of Democratic leadership style for TUI company
 This kind of leadership style help in taking quality decision without wasting time of
the organisation and also of employees (Metaxas and Koulouriotis 2019). When the
employees and leaders work together it result in effective outcomes which help
organisation to improve their quality in offering the product.
 Democratic leadership style help in improving the skills as well as creativity level of
employees to perform their define role effectively. In the case TUI it is essentials for
the management to use this kind of style which help in improving the environment
and make it more pleasant for the work.
 This also improve the job satisfaction level of the employees and it help organisation
to retrain the employees for the longer time duration. This kind of approach develop
the sense of understanding and responsibility in the minds of the consumers.

Analyse the inner and outer factors that influence management styles and artefact in a
chosen service industry system
There are various factor which play an vital role in causing the administration style
internally as well as externally. In the context of TUI macro and micro business
environment which effect the organisation as well as the working condition of employees.
Inner factors exclude worker, owners and shareholders, structure culture as well as resources
of the organisation (Shamim and Yu 2019). On the other hand the management style of the
TUI is are mainly based on the different factor which is important factor such as internal
audits and feedback of employees. External factor include various factors such as change in
policies and rules. Along with there are other factors which are political, economic, social,
technological legal and environmental factors. Here are some factors which are involve in
developing the new structure of providing the services to the consumers are explain down be
low:
Internal factors: This are the factor which are involve internal activities and are
manageable by the managers of the organisation. This factor works according the internal
polices and changes are made as per the convenience of the management. Various internal
factors are mention below in detail.
Owners and shareholders: They are the people who have their money invested in
the company for making profit. As they are consider as the owner of the company and also
help responsibility to take decision for the betterment of the organisation. This allow them to
participate in the business activities and indulge making policies for expansion and growth.
Employees: It refers to the workforce who is working in the company . They are
consider as the valuable assets for the organisation which work hard for attaining the
organisational and objective in a well define manner (Chan, 2019). The management of TUI
must take care of employees and provide all the benefits in monetary terms as this provide
motivation to the employees to achieve it goals and objectives.
Organisational culture: Organisational culture can be define as a collective
behaviour of all employees working in TUI organisation. The employees comes with the
different background , beliefs, habits which is attached to actions and also reflect in their
personality. For the organisation like TUI the proper measure should be taken and also
develop the environment where employees respect individual culture.

External factors: This is the kind of factor which are not controlled by the
organisation and have major impact on the business activities for the organisation (Araslı
and Arıcı 2019.). For the manager of TUI they must make sure that all the precaution and
measurement are taken place before the external environment effect the company. Along
with this external factor consider political policy, modulate, changes in application and so
on. For this, firm required to create an effective strategy that assist them to manage its
negative influence in effective manner. Here are some of the factor which are explained
down below:
Political factor: This factor mainly consists of various rules and regulation which
must be followed by the TUI as it is consider as the important factor for the organisation. It
include various elements such as taxation policies, trade rules and other factors which
influence the management style and structure of the organisation. For the manager of the
TUI it is essentials to follow all the rules and regulation which help in avoiding the risk of
uncertainty present in the market.
Economical factor: This are the factor which is important for the organisation as
well as for the company. Before entering in the new market the manager of TUI must ensure
about the economical factor like the current GDP of company and along with per capital
income of the people. The prime factor help company to maintain the demand and supply
present in the market.
Social Factor: This refers to behaviour as well personality of the consumers which
help in developing positive environment in the minds of the customers. For the company
like TUI it is important the organisation to understand the social and cultural behaviour of
the company which help firm to sustain for longer time period ( McClean and Collins,
2019).
Legal factor: This are the factor which include all the rules and regulation for the
company to avoid unethical practises for the company. Legal factors define as a major
external factors that incorporated by governmental bodies. It is important for the
organisation like TUI to have all the norms and procedures to be fulfilled as for the
betterment of the company.

Environmental Factor: In the UK all the environmental practices and policies are
controlled by governmental bodies. Therefore it is important for the company to follow all
the polices for the smooth functioning.
Investigate the internal and external factor which influence the management style
The internal factor include employees and organisational culture which are importnat
asset of TUI. In this particular scenario organisation needs to manage employees and take
provide essential guidance which directly improve the working culture of the organisation.
Where stakeholders must be taken care of as by the leaders and manager as the prime
investors of the organisation. The external factor include political, environmental and many
more which should be constantly analysed as they effect the management style .
TASK 3
Assess current management and leadership ‘hard and soft’ skills providing evidence from a
specific service sector examples.
Hard skills: This are the skills which are consider as the individual capabilities of
performing the task in a well define manner. Some of the hard skills of TUI UK Staff are
discussed below in a brief manner.
Digital technology marketing skills: This is consider as the one of the important
skills which is required in every field of the people. Along with this, to compete in this
morden businesses surrounding these skills must be improved for sustainability in the
company in a long run (Gunasekaran and et., al., 2019). In this, selling personnel should
have the cognition about application so that it can able to catch the attention of respective
guests for its services. This can be improved by providing training programme in the
organisation. In the context of TUI the manager must provide extra session and work upon
the improvement of the skills as this help in organisation to expand the business effectively.
Along with this employees can offer quality services to their customers in well define
manner.
Soft skills
These are the skills which help in defining the individual attitude as well as
behaviour regarding the situation or any scenarios present in the company (McClean and
Collins 2019). These are the kinds of skill which each and every employees must possess for
handling the situation effectively. Some of soft skills of TUI UK staff are discussed below:

Consumer service skills: For the hospitality sector it become important to have soft
skills as staff has to deal directly with the consumers. Thus it is essentials to maintain the
dignity as well as order in the hospitality sector for creating positive impact in the minds of
the consumers. For the organisation like TUI UK the management must make sure that staff
are well behaved and use proper skills while greeting with the customers. Hence this
develop the positive impact on the minds of the customers.
Adaptability: Hence this important skills which must be taken care of which are
embracing the performance of the company. For the company like TUI it is important to
have adaptability strategy which help in firm to attract larger audience in a well define
manner. Along with this it help in avoiding the risk of uncertainty as well as of reduce the
threat present in the market.
Work ethics: Work ethic are consider as the soft skills which should be in each and
every employees as this help in developing the brand image of the company . For the
organisation like TUI it is important for manager to develop the work ethics in the minds of
employees as facilitate to offer to better services to the consumers.
Talk about coming management and leadership skills needed by the company and how
these can be achieved.
Leadership and management are consider as the important elements for smooth
functioning of the organisation (roberts and koonce 2019). Along with this, the organisation
must have employees who various kind of skills which are useful for making profit for the
company. For the organisation like TUI UK which is an hospitality service sector and it
become important for the organisation to effective management skills as this sector require
the most skill in order to attract more and more customers. So the employees must have
these skills which is important to provide better services to the customers. Here are some
leadership as well as management skill few of them are discussed below:
Team development skills: This is consider as the skills which is important from the
organisation to achieve the target in the well define manner. By the help of team skills
organisation can achieve its target in well define manner (Luo and et., al., 2019). In the
context of TUI is is important for the management to build the team environment as it help
in brining out the quality output for the company. As team building help in dividing the
work which makes easy to employees to maintain the activities in a well define manner.

All leaders have vision: This is important to have vision the organisation as it help
in developing goodwill in the market. Hence this is important for the company to focus on
vision as to provide better services to the customers and help in generating the revenue for
the company. In the regards of TUI it is essentials for the manager as well as leaders to
have better vision for the company and try all the maximum effort the achieve in the limited
time frame. The leaders have the responsibility to motivate the employees for fulfilling the
vision.
Data driven decision making skills: It is also known as significant skills which is
require in the future for maximizing the profit in the hospitality sector. The manager as well
as leader have the responsibility to take effective decision for the betterment of the
organisation. They should examine the each and every individual performance and provide
them guidance for better services to the consumers.
How these skills can be achieved through talent management strategies
Talent management is known as the firm decision which the help in performing all
the activities effectively so that company can achieve its goals in well define manner. This
also help in reattaining the employees for the longer time period and develop the brand
image in the minds of the customers. For TUI manager it is essential to hire talent
employees which help firm to assist the customers with better service. With this talent
administration plan of action, manager and individual of individual firm can intensify their
decision devising skills for taking proper business decisions and cognition about excel, SQL
etc. Moreover, also get to know about how they develop their team more efficaciously.
Assess candidate cultural fit: This is a kind of culture where the employees develop
the individual job and it is important to fit in the role perfectly (Bouranta 2019). In the
context TUI it is crucial to affirmative cultural as it ease the worker to fit the culture easily.
It is the first duty for the develop the flushed environment for the worker as it help in
developing for the organization image in a optimistic manner.
Evaluate the current and future management and leadership skill which is essential for the
service sector
The current management style such as hard and soft skills must be used by the
organisation as it help in managing the TUI employees effectively. Further this also ensure
to to meet the requirement of service sector which is fulfilled by proper leadership skills.

The future management skills such as all the leaders must have vision as this will tend to
provide proper guidance to employees to meet the requirement of the service sector.
TASK 4
Compare and contrast different service industry organisations change management systems
and leadership in implementing change
Change management is known as the chain of the procedure which is associated with
the various kinds of modification done by the operation management to accomplish the
desire goal and objective in a well define manner. There are several factor which are
involved in the service industry as they help in making changes as per the requirements for
achieving the best quality for there respective customers. For perceptive this in effectual
way TUI UK who run into hospitality sectors is compared with Marriott group who perform
within Travel and tourism sector. Comparison are as follows:
Basis TUI UK Marriott
Change management system When any changes occur
within the TUI it is important
for the organisation to use
Lewin change model which
mainly have three steps such
as freezing, unfreezing and
refreezing.
In the case of Marriott it is
important to for the company
to have best in class service to
create a brand image in the
minds of the customers(Chan
2019). Along with this it is
important for the company to
make changes to provide better
services to the consumers as
there demand are changing
respectively.
Leadership style in
implementing change
The leadership style that is
adapted through TUI UK is
democratic leadership style.
As per this, the manager does
not include its staff in decision
The kind of leadership style
which is used by the Marriott
is is also democratic style
where it facilitates equal
opportunities to all staff to

making procedures( Hurd, and
et., al., 2019). They mainly
use democratic leadership style
as it provide power to the
employees to make decision
without wasting time
participate into the procedure
of decision making effectively.
Along with this it help in
developing the to make
decision effectively which help
organisation to make profit
effectively and also assist in
developing sustainable
business model for the
company in the long term.
Analyse how the change management affect the leadership and style
Change is consider as one of the major resistance for leadership and management. So this
is important for TUI manger to take proper feedback from the employees identifying the future
impact on the organisation by implementing change. Hence there are some psychological factor
which plays an vital role for improvement and work quality of employees. Sometimes change are
conversationally proportional to change as it create conflict present in the organisation. In order
to minimize such effect this is crucial to make proper plan and structure to reduce effect of
change management.
CONCLUSION
From the above study it can be devised that leading and management is very important
part of system. They help in developing the effective decision making polices for the
organisation which leads towards expansion and growth of the company. Along with this it help
in developing the sustainable business model for the company in order to survive in the long run.
Beside this leaders plays an vital role in processing as well as influencing the employees to
achieve the desire goal in a well define manner. There are several purpose of administration and
leadership that lead to change ability and capacity of worker so that they work in effectual and
economical manner.

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