HNC Hospitality: Leadership and Management Report Analysis

This report examines leadership and management principles within the service industry, using Wa-Pila Hotels as a case study. It covers classical management theories, leadership styles, and the influence of hard and soft skills. The report analyzes current and future management and leadership skills, including the impact of technology and digital media. It also explores change management systems and leadership in implementing change, comparing Wa-Pila Hotels to Marriott International. The report highlights the importance of training, development, and employee satisfaction in adapting to industry changes and achieving organizational goals. Finally, the report concludes that effective leadership and management are crucial for success in the hospitality sector.

Leadership and
Management for Service

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2............................................................................................................................................3
Covered in brochure...............................................................................................................3
TASK 3............................................................................................................................................3
P5. Current management and hard and soft leadership skills providing service...................3
P6. Future management and leadership skills required by business organization.................4
TASK 4............................................................................................................................................4
P7. Different service organization change management system and leadership in
implementing the change........................................................................................................4
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Leadership is a process of showing new vision or direction to the members of an
organisation by motivating them to perform their task effectively. Whereas management is a
process of planning, organising and coordinate the internal activities of a firm to attain the
objective of business. Thus, both the management as well as leadership are interlinked with each
other to solve all the business issues and achieve the long term objective successfully. For the
better understanding of report Wa-Pila Hotels has been selected which is a part of hospitality
industry and offer hotel facility, accommodation as well as food and beverage serves to the
traveller. Along with the effective leadership and management technique company is adopting
modern approach in order to make their staff happier and motivate to influence their behaviours
in favour of an organisation. This report cover following topic such as classical management
theories and leadership style. Further, factor that influences management style for the services, as
well as current and future management and leadership skill. Moreover, demonstration of
management and leadership skill within service sector are covered in this report.
TASK 1
Covered in PPT
TASK 2
Covered in brochure
TASK 3
P5. Current management and hard and soft leadership skills providing service
Management skills: Manager plays an essential role in building the hospitality industry
by using their skill like planning, problem solving, team dynamics, managing discipline and
motivating staff (Fitzgerald and et. al., 2013). These current skill are utilized by manger to
receive best possible output within specific duration.
Leadership skills : Along with management leadership skill are also valuable for the
organization as it motivate the organization to perform the task in particular manner (Johnston,
and Marshall, 2013). Therefore, there are various skills that need to be adopted by the
management as well as leader in effective manner. The explanation of different skills are defined
below:

Problem solving: This skill is considerable necessary for the leader to adopt as they
overcome the hurdle faced by the employee while performing their roles and responsibility.
Along with that as the manager has foresight vision so they gain the deep insights regadiang the
external condition and internal environment to prepare the suitable strategy. Further, Wa-Pila
maintain the organization activities and solve the problem within stipulated period of time.
Effective communication and decision making skill: It refer to the process under which
the ideas as well as opinion are shared between different level of an organization. The manager
of Wa-Pila company interact and maintain the transparency by sharing the objective and position
of company. Along with that the leader encourages the group discussion or brainstorming
method that help the personnel to come up with innovative idea in order tyo gain organizational
success.
Hard and soft skill which influences leadership style
Hard skills of Management Soft skills of leadership
It include skills like persuading other and
knowing more than one language because
they are the representative of company and
directly communicate with customers .
It include skills like delegation of authority
and communication which are the effective
skills of leader needs to adopt within Wa Pila
hotel. It helps in accomplishing the target of
business.
Technical skill holds great relevance which
need to be adopted by the employees of Wa-
Pila in order to remain flexible and gain
growth in future. So the company can
analyses the chances and function
accordingly.
The constructive feedbacks gained from
customer by the Wa-Pila company need to be
considerer for the future by bring alteration
in the existing process.
Therefore, both hard as well as soft skill has its own relevance which together function
to fulfil the shared targets that lead to achieving predetermined objective of an organisation.
P6. Future management and leadership skills required by business organization
With the advancement in technology and increase in number of competition the existing
management and leadership skills needs to be enhanced. Due to the strong influence of these
factor the awareness of customer has increased due to which company should train the employee

to improve the soft skill of an employee. Thus, the manager of Wa Pila hotel needs to
development certain skill like effective communication and team dynamics which helps to deal
with the complex external situation.
Moreover, to fill the gap between existing and future skill training is provided by the Wa-
Pila company on the regular basis. This helps to strengthen the capability and successfully
targets of hotel by building long term relationship with customer (Lee, Lee and Park, 2014).
Further, for this the hotel needs to highly provide convenience to the customer like receiving the
guest from airport. The hotel should design favorable policy for the employee which act as an
extrinsic motivation and pushes them to maximize their effort. Apart from this company can
motivate the internal staff by praising their effort and provide them monetary and non monetary
benefit like salary hike, incentive, promotion, appraisal etc (Chen and Cheng, 2012). Thus, long
term growth opportunity is one of the most essential factor that helps the employee to adopt
additional or future management and leadership skill as it is one of the satisfaction factor fort an
employee.
Skill evaluation for services
Use of digital media: Due to the evaluation of technology and extensive use of digital
media has enhanced the significance among employee of Wa-Pila to be technically aware in
order to sustain in the changing environment. Further, on the basis of digital media the company
can deliver the value to the segmented market. This hold greater relevance as it can engage the
traffic by promoting the organization via social media or search engine optimization.
Effective management of project: This skill assist to effectively manage the project in
order to enhance the skills of employee and fulfill the requirement of business. Basically the Wa-
Pila company design the project on the basis of skill and the future requirement of an
organization that need to be address by the p[articular hospitality organization.
TASK 4 comparison
P7. Different service organization change management system and leadership in implementing
the change
Change management is an essential part of service industry thus business needs to makes
the alteration based on future needs. For instance, earlier employee satisfaction was not

considered much but today with change in perception employee are considered most esse4ntial
asset. In relation to Wa-Pila hotel based on the change management the role and responsibility
of service organisation are defined below:
Roles and responsibility of service manager
 Provide training and development session to the new as well as existing staff so that they
do not remain reluctant to changes (Birasnav, 2014).
 Maintain the better coordination among the various level and department and replace the
competition with cooperation among the team.
Kurt Lewin change model: This model include the three stages of changing processes
that is unfreeze, change as well as freeze which is adopted by the Wa-Pila that is explained
below:
Unfreeze: In this stage the manager and employees of Wa Pila understand the relevance
of changes due to which they think to change their existing regimes and adopt the new methods
top conduct the business.
Change: The employee learn new skill like doing major activity via technology. This is
tough for the employee to adopt the new habits as they come out of their comfort zone and
acquire new habits.
Refreeze: As employees become habitual to acquire new habits but still there is a scope
to get back to old habits so the manager continuously monitor the activity of employee and help
them to inculcate new skills effectively.
Comparison among Wa-Pila Hotel and Marriott International
Basis of difference Marriott International Wa-Pila Hotel
Changes It consist of large hotel chain
that operate national (UK) and
international boundaries. So
this hotel are more prone to
changes and risk taking ability
(Jiang, Chuang, and Chiao,
2015).
Wa-Pila hotel are less prone to
change management as they do
not adopt the changes
frequently that can hamper the
market share and profitability
of company.
Leadership style Marriott hotel adopts the Wa-Pila company uses

bureaucratic leadership style to
make the effective decision
and rapid adopt the changes.
autocratic leadership style.
Therefore, based on the change management Wa-Pila Hotels should motivate their staff
to adopt changes and uses core competency to give tough competition to their competitor.
CONCLUSION
From the above report it has been determined that hospitality industry is an essential part of
service market that help in delivering convenience to the customer. For this service industry
adopts the effective leadership and management style to carry on the objective of business
effectively. Further, training and development session are provided to the internal staff of service
sector that help to minimise the gap between current and anticipate skill requirement.
Furthermore, change management system helps the industry to sustain for long duration and lead
the organization in right direction. Therefore, alternation helps the business to attain its objective
successfully.

REFERENCES
Books and journals
Fitzgerald, L. and et. al., 2013. Distributed leadership patterns and service improvement:
Evidence and argument from English healthcare. The Leadership Quarterly. 24(1).
pp.227-239.
Lee, J., Lee, H. and Park, J. G., 2014. Exploring the impact of empowering leadership on
knowledge sharing, absorptive capacity and team performance in IT
service. Information Technology & People. 27(3), pp.366-386.
Birasnav, M., 2014. Knowledge management and organizational performance in the service
industry: The role of transformational leadership beyond the effects of transactional
leadership. Journal of Business Research. 67(8). pp.1622-1629.
Jiang, K., Chuang, C. H. and Chiao, Y. C., 2015. Developing collective customer knowledge and
service climate: The interaction between service-oriented high-performance work
systems and service leadership. Journal of Applied Psychology. 100(4). p.1089.
Chen, W. J. and Cheng, H. Y., 2012. Factors affecting the knowledge sharing attitude of hotel
service personnel. International Journal of Hospitality Management. 31(2). pp.468-476
Johnston, M. W. and Marshall, G. W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.