Service Industries: Leadership and Management Analysis at Premier Inn

This report provides a comprehensive analysis of leadership and management within the service industry, using Premier Inn as a case study. It examines various classical management theories, including scientific, bureaucratic, and administrative approaches, and their applicability to Premier Inn's operational structure. The report also discusses different leadership styles such as transformational, autocratic, and transactional, evaluating their impact on employee motivation and organizational performance. Furthermore, it identifies internal and external factors influencing management styles in the hospitality sector, along with the hard and soft skills required for effective leadership. The report concludes by comparing change management systems in different service industry companies and emphasizing the importance of adapting leadership skills to navigate organizational changes, highlighting the crucial role of effective leadership and management in achieving organizational goals and maintaining a competitive edge in the service industry.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
P1 Different Classical management theories:.............................................................................1
P2 Role of leader and the leadership styles.................................................................................2
M1 analysation of management and different leadership styles for the premiere Inn
organisation.................................................................................................................................3
P3 Management and leadership styles in hospitality sector .......................................................3
D1 Premier Inn current management and leadership style as per the theories and
organizational practices...............................................................................................................4
P4 Internal and external factors that influence management styles and structures in hospitality
industry........................................................................................................................................5
M2 Identification of strengths and weaknesses of internal and external factors in hospitality
sector ..........................................................................................................................................6
D2 The ways in which management styles that requires changes by varied factors in
hospitality sector.........................................................................................................................7
P5 Current management and leadership hard and soft skills in hospitality industry..................7
P6 Future management leadership skills requirements in service sector and their achievement8
M3 Current and future management and leadership skills that are crucial for service sector....9
D3 The ways in which skills have developed.............................................................................9
P7 Comparison among the different service industry company change management system
and leadership in implementing change....................................................................................10
M4 The ways in which change management affects management and leadership skills.........10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership is the effective process which enables the team members to move forward to
achieve the goals of the organization. It is generally an influence which the leader do to motivate
their employee for moving forward, in which all members share the same goals (Simpson and
den Hond, 2021). Management process is the approach of designing the goals, preparing the
strategies, and to control the whole organizational structure. Premier Inn a British limited hotel
chain, located in Dunstable, England, UK. It operates in various location in which it involves the
city centres, and Airports etc. This report covers the area which defines the different classical
management theory, role of leader and leadership styles along with the review of management
styles and leadership approach. It further explain the internal and external factors, current
management and the hard and soft skills for the sector. It will also lay out the discussion on
future management and leadership skills.
MAIN BODY
P1 Different Classical management theories:
Classical management theories are defined as the unique style of the management which
generally specifies the hierarchy, and specific role and the unique leadership approach to
improve the efficiency in the work place environment. It further divides in three processes which
are as follows:
Scientific classical management theory:
It is also defined as the Fredrick Taylor's scientific theory, in which the Taylor defines
that the manager's functionalities as how they plan and control the overall performance or
functions of the employees. In which the manager monitors the employee performance as they
are exactly doing what they are instructed to do (Bazhenov and et.al 2017). As for the premier
Inn hospitality organization they also need to ensure that their manager are doing their work
efficiently as to encourage the staff to carry out the work effortlessly to achieve the desired goals
of their organization.
Bureaucratic classical management theory:
Bureaucratic theory can be seen in both the private and in the public organization, it
mainly focuses on the hierarchy of the organization. In which the specific roles are assigned to
every body of the company all are organised in a hierarchical order. As president, vice president,
managers, staff all are arranged in a hierarchical order. In which the each junior report to the
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senior authority for work efficiency. Therefore for the hotel Premiere inn they can also proceed
to apply this theory as it enables them to manage the work place structure in a organisational
manner. Also, it is beneficial in terms of specialized employees, also the rules and policies of the
organization should follow in formalized form.
Administrative classical management theory:
Henri fayol' s management theory in which he defines the key aspects of the
management which are planning, commanding, organizing, monitoring, coordinating and
forecasting. It provides the way of organize the functionalities of the organization in a
systematic manner. In which the roles are specifically understood or clearly define to the staff.
This theory aims to improve the overall performance of the organization (de Camargo Fiorini
and et.al 2018). Therefore premiere Inn organisation can also proceed by applying this theory as
it helps to boost their work place environment and to bring the positivity in the work. It also
improves their method for laying out the operation to make them able to achieve good revenues.
P2 Role of leader and the leadership styles
Leader is the one whom the all team members depends the most, their main role is to
lead the team and to provide them a better vision to move forward to carrying out the company's
task effectively. Leadership is the responsible position which the person carry out, they have the
specific role to boost the team members who shared the common goals, enable them to
communicate with each other for the better work performance. Leadership define as the
approach of social influence which rise the other's efforts to achieve the desired goals. It can be
further divides in a processes which are:
Transformational leadership style:
It is mainly focus on the followers development and also concentrate on their needs, in
which the leaders mainly focus on growth of the employees, leaders motivates, inspire the staff
to take forward step for innovation which can be beneficial for the success of the organisation.
As for the premiere Inn hotel they can proceed to apply this leadership style in their work place
environment as it is beneficial for them to decrease the turnover costs (Smith Minor and
Brashen, 2018).
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Autocratic leadership style:
Autocratic leader have the major control over every decision also control on the small
effort from the team members. As they are make decisions on the basis of their judgements,
thoughts they seem rarely follow the advice of the team members. For the Premiere inn
organisation if they are going to implement this leadership style in their organisation they will be
benefited for taking decisions in a stressful situations.
Transactional leadership style:
It is also defined as the managerial leadership, in which the transactional leader praise or
appreciate the employee work by rewarding them. Transactional leader do not bear the conflict
or inferior work they always ensure that the team members are working hard and in productive
manner for the goal achievement of the organization.
M1 analysation of management and different leadership styles for the premiere Inn organisation
Classical management style provide the better hierarchical approach to the organisation
in which the tasks are equally assigned to the organisational entities. Leadership styles is
mandatory for improving the work culture by enhancing the efficiency of the employee.
Therefore, for the premiere inn organization they can proceed to implement these theories for
improvement of their work culture (Choi, Kim and Kang, 2017).
P3 Management and leadership styles in hospitality sector
The contemporary tourism industry generally has witnessed turbulent times and this has
affected the hotel businesses. Hence, hotel leaders must focus towards identification of external
as well as internal factors that affects the organization as a whole. Leadership is an integral
aspect of the hospitality industry's success. The most important challenge confronted by hotel
managers is the ways to engage employees to accomplish business objectives. Managers of the
organization must possess the capabilities along with the qualities of management and leadership
to influence and motivate their subordinates (Liao and et.al., 2017). Hence, in order to run the
business in most efficient manner, effective leadership styles have been adopted in the
workplace to interact and communicate with their subordinates. It is the combination of
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behaviour, skills and traits in which leaders can use in behaving towards employees of the firm.
There are various leadership styles that has been adopted by the manager such as:
 Transformational leadership style: This leadership style concentrate over the
development and expansion of value system of employees. Their inspirational level and
moralities along with the introduction of their abilities. The aim of this style is to
transform people and organizations inside a literal sense to alter them in the mind and
heart enlarge vision, insight and understanding in order to clarify reasons that make
behaviour with values and concepts. This relies on more over motivation by appealing to
higher ideals and moral values.
 Transactional leadership style: This styles relieves more about trades among the
leaders and followers by which followers are compensated for meeting specific goals or
performance criteria. This leadership styles plays like an exchange role among managers
and subordinates as this is understood to be the exchange of rewards and targets between
employees and management (Yeo and Grant, 2018). It is more task focused kind of style
which supports bureaucratic and authoritarian kind of leadership.
Hence, the leadership style that has been adopted by the manager within the hospitality
sector must fulfils the aspects in context of balance guest requirements with employee needs,
prioritize employee development and use mistakes in order to help employees to learn different
lessons.
D1 Premier Inn current management and leadership style as per the theories and organizational
practices
In context of leadership theories, it has been identified that in Premier Inn, Situational
style leadership theory has been adopted as this theory sees the management as specific
according to the circumstances in which it is system exercised. As according to the managers of
the Premier Inn, great manager will not only positively impact employee performances but also
likely to lead to enhance employee satisfaction.
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P4 Internal and external factors that influence management styles and structures in hospitality
industry
Internal factors are those that arises or influence the internal environment of the
organization such as it majorly consists of those elements that exist within or inside the firm
such as physical resources, financial resources, human resources, information resources,
technological resources, company goodwill as well as the organizational culture. It includes
everything within the boundaries (Ardi and et.al., 2020). Internal environment majorly consists
of organization owners, the board of directors, employees and culture.
 Stakeholders and owners: They are the ones who invested their capital in the
establishment and have property rights along with claims over the organization. They
have the right to change company policies at any point of time as the owners of the
organization may be an individual in context of sole proprietorship business, partners in
partnership firm, shareholders, stakeholders, etc.
 Board of directors: They are the ruling entity of the firm who is elected by stockholders,
and given the responsibility for overseeing a firm's top managers such as general
manager.
 Employees: They are most significant element of the company internal environment who
performs the tasks of the administration. If managed properly, they have the power to
change the company's policy.
 Company culture: It is the collective behaviour of members of the firm along with the
vision, values, beliefs and habits that attached to the actions. Strong culture helps the
firm to achieve their goals in much better context.
In context of hospitality sector, apart from above mentioned few other internal factors are
management of the firm, change and conflicts management, location and accessibility, types of
facilities offered and activities available (Tian and et.al., 2019).
Factors that affects outside the firm are considered as the external factors over which the
firm have no control but helps to shape the firm such as:
 Political: This factor refers to the environment in which the relationship exists among
the organization and the government in context of overall political situations of any
country. The government intervenes in the national economy with the help of setting
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appropriate policies and rules for the business such as taxation policy, export policy,
investment policy, etc.
 Economic: This is the overall status of the company as it involves the economic factors
such as interest rates, inflation and unemployment. In context of economic factors it has
been identified that big investment are expected to grow well in this sector, strengths of
currency can bolster the industry, tailored to patrons at diversified locations. Hence, the
organizations have to pay attention towards the income and consumption patterns of
customers.
 Socio cultural: Demographic, values, morels and customs of the organization or
characteristics of the society in which company operates are what made up the social
factors of general environment (Indrajaya and et.al., 2019).
 Technological: It denotes various methods to convert resources into products and
services. It greatly impacts the investment decisions that are highly required to be
accurate and adaptable to them.
 Legal: It includes law and regulatory structures of the country as the laws related to the
business helps to protect them from unfair competition and practices and also protect
consumers from unfair business practices.
 Environmental: The company needs to analyse trends in the external environment of the
firm. It includes the availability of the raw materials, cost of energy, level of pollution
and changing role of government protection acts.
M2 Identification of strengths and weaknesses of internal and external factors in hospitality
sector
Strengths in context of internal and external factors include:
 Contributes towards local economy
 Provide safe environment and accommodation away from home
 Mammoth of an employer
 High profit margin
Weaknesses in terms of external and internal factors are:
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 Poor support infrastructure
 Slow implementation
 Susceptible to political events
D2 The ways in which management styles that requires changes by varied factors in hospitality
sector
 Internal company communication
 External communication
 Company structures
 Economics
P5 Current management and leadership hard and soft skills in hospitality industry
Hospitality sector is a rewarding career, allows the firm to build and create international
name for providing powerful experiences for visitors all across the world. In order to perform
appropriately, there are various soft skills that are required such as:
 Team leadership: It is the ability to create rapport within the team as entry level
managers must have to understand the ways in which one can gain trust of their team
while listening, cooperating and creating a positive team environment.
 Coaching: The employees within this sector must have to improve the competency and
job satisfaction of team members with the help of training, performance evaluation,
motivation and recognition (Koeslag-Kreunen and et.al., 2018).
 Problem solving: Hospitality is greatly relies on over service and perception. It means
providing the best outcome to staff and customers will maintain a calm environment.
 Influence: It is quite similar to leadership as it involves being capable of shaping
employee behaviour and performance through constant mutual feedbacks. Leading by
example and exhibiting excellent time management and self motivation are key for
managers with influence.
On the other hand, certain hard skills that are greatly required are:
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 Sales and marketing: It refers the ability to understand, monitor, uses and measure the
success of different channels for the business. This role typically involves budget
handling, staff rostering, menu planning, recruitment, etc.
 Food and beverage management: It requires in detail product knowledge around food
and beverages. It requires to be detailed cognition about food safety.
 Competency in all areas of hotel operations: This requires experience in relevant field,
around all departments of the hotel. Right qualifications helps the candidate to perform
better.
 Human resource management: This collaborates many of the leadership soft skills with
practical aptitude in recruiting, discipline staffing and vetting.
P6 Future management leadership skills requirements in service sector and their achievement
As per current scenario, it has been easily identified that the future terms requires lot of
sci-fi thriller skills that are high paced, high tech and extremely efficient in requirements. Hence,
below are certain required skills:
 Tech management skills: the employees or managers will need to accurately understand
technology in order to utilise their challenges and opportunities in data management,
career and skill development, workplace roles as well as privacy issues. The employees
need to constantly educate themselves in order to gain this advantage into new and
advanced operating system, so they can keep up with emerging issues.
 Diverse team management: The employees are required to learn to built cultures in
non-traditional work environment as with the help of this, the teams are become diverse
in nature. Harmonious teams are always ideal for any organization, so leaders and
managers will have to foster atmosphere by engaging collective and constructive
behaviour. Managers will have to modify their business practices accordingly.
 Transparency: The digital and advanced world requires more of clear communications
as managers are going to require higher level of transparency and communication. The
managers in recent days are constantly worried about privacy issues and keeping the
information confidential.
 Emotional intelligence: It requires high level of emotional intelligence as employees
require self-aware, and therefore knowledgable of their strengths and weaknesses. They
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must have soft skill assessment as they need to seek as mentor and colleague assistance
to identify emotional intelligent individuals.
 Managing the future: It helps in order to adopt new technological advances that are
much healthier ion each and every aspect as per the economy. As managers requires
learning new ropes by involving artificial intelligence and machine learning abilities. It
helps to integrate empathy, critical thinking as well as creativity for more successful
workplace (Zaman and et.al, 2020).
M3 Current and future management and leadership skills that are crucial for service sector
 Interpersonal skills
 Forward planning
 Problem solving
 Mentoring
 Diversity and inclusion
 Self awareness
 Learning agility
 Influence
D3 The ways in which skills have developed
 Practice discipline
 Develop situational awareness
 take on more projects
 Inspire others
 Keep learning
 Resolve conflicts
 Become discerning listener
P7 Comparison among the different service industry company change management system and
leadership in implementing change
Change management refers to the reaction and can be seen as linear process with a single
objective or goal along with present checkpoints. These goals are identified by change managers
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and implemented by relevant employees within the organization. When a firm uses a change to
the establishment, there will be impacts over one or more of these items while there are
countless tools a company can use to adopt change approach. It is significant to understand all
options so that one can leverage the most important methods to produced desired results. It
includes the working over the enhancement of likelihood and probability that makes change
successful, help to manage employees and improves the ability to adjust as per the changes
(Zaman and et.al, 2020).
While change leadership on the other hand are completely different. Sit describes leaders
ability to support human passion and energy level for successful execution when changes occur.
The leaders are basically responsible for helping in team work with the help of change to make
sure that the visionary or pre determined changes are comes within the organization. The
responsibilities are involves alignment of change as per vision and mission, building a sense of
urgency, establish measurable goals, constant building understanding, empower actions and
ensure accountability.
M4 The ways in which change management affects management and leadership skills
 Directly deal with resistance
 Create a shared vision and clarity along with alignment
 Manage change at all level of leadership
 Tie change to specified goals
CONCLUSION
From the above report it is illustrated that the different leadership and management styles
plays an crucial role for enhancing the business performance. This report describes the
management and leadership styles, along with the analysation of the external and internal factors
for the organisation. It further illustrated about the current management and leadership style and
the discussion over the future management skills. It lastly concluded with the comparison of
different organisation changes in management and leadership system.
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REFERENCES
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styles on employees' perception of team effectiveness. Social Behavior and Personality: an
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Hickman, L. and Akdere, M., 2018. Effective leadership development in information
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Job Satisfaction: A Conceptual Proposition. Journal of Law and Society
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Liang, Z., Howard, P.F., Leggat, S. and Bartram, T., 2018. Development and validation of
health service management competencies. Journal of health organization and management.
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Simpson, B. and den Hond, F., 2021. The contemporary resonances of classical pragmatism for
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Zaman, M., and et.al, 2020. Effect of Readiness to Change and Effectiveness of
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