Leadership & Management for Service Industries: Wa-Pila Hotel Analysis

This report analyzes leadership and management principles within the service industry, using Wa-Pila Hotel as a case study. It examines classical management theories like Scientific and Bureaucratic Management, and explores Handy's culture model in the context of the hotel. Different leadership styles, including autocratic and democratic, are discussed, with a focus on the democratic style adopted by Wa-Pila. The report also evaluates internal factors such as employees and company culture, and external factors like customers and technology, influencing management styles. Furthermore, it highlights essential hard and soft skills for managers and leaders, and contrasts change management systems in service organizations. The analysis concludes by considering future leadership and management skills vital for the evolving service industry.

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Different classical management theories in service industry.................................................1
P2 Roles of leader and different leadership styles in service sector industry.............................2
P3. Review of management and leadership styles in Wa-Pila....................................................3
TASK 2............................................................................................................................................4
P4 Internal and external factors influencing the management styles and structure of service
industry........................................................................................................................................4
TASK 3............................................................................................................................................6
P5 Management and leadership Hard and soft skills .................................................................6
P6 Future management and leadership skills..............................................................................7
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change......................................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management defines as the art of managing and controlling of things in the service
industry. It act as a backbone and helps in attainment of goals and objective of an organisation.
Leadership refers to a process in which individual has a ability to influence the other members of
an organisation. A service industry is the one whose main purpose is satisfying the needs of
society (Shin and et. al., 2015). In the following assignment Wa-Pila Hotel is taken which
belongs to the hospitality industry. This report will discuss different types of management
theories and leadership style in service industry. Further it also explains internal and external
factor that influence management style along with hard and soft skills of management. At last the
future leadership and management skills of service industry will be discussed.
TASK 1
P1 Different classical management theories in service industry
The classical management theory is based on the belief that employees only have physical and
economic need and the social needs and job satisfaction need does not exist and are unimportant
for them. Below are the classical management theories:
 Scientific management theory: This theory was developed by Taylor which encourages
the use of scientific method in order to perform the activities more efficiently and
effectively. The main focus of this theory was on standardisation and a strategy which is
based on rewards and punishments (Popli and Rizvi, 2015). In Wa-Pila Hotel manager
can adopt this theory as it aims in improving the efficiency of an individual by providing
training on the regular basis. Moreover this theory lays emphasis on innovation and also
keep the employees engaged in their work so that they can perform to their best level.
 Bureaucratic Management Theory: This theory was developed by Henri Fayol and
Max Webner. According to this theory roles are clearly designated to the person
concerned and they have to report to higher authority. It clearly defines the rules,
regulations, procedure of the company which helps the employees to perform without any
difficulty. Manager of Wa-Pila hotel also take responsibility to inform the employees
about their duties and working pattern so that they able to work effectively.
Culture of an organisation:
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Every organisation has different culture and this could easily be explained with the help of
Handy's culture model (Nieves and Segarra-Ciprés, 2016) .
 Power Culture: Under such type of culture, power is only given to an individual who is
responsible for effective decision making in the company. In Wa-Pila hotel power lies in
the hand of managers. All the employees are required to work on the guidelines set by
them for increase profitability of an organisation.
 Role Culture: There are different roles performed by an individual in an organisation. It
is the duty of manager of Wa-Pila to assign duties to the employees according to their
capabilities, educational qualifications etc.
 Task Culture: In this type of culture, the main focus is over completing of task with a
specified time. Here the team is build by a manager and proper task are allocated to an
individual as well as team. This type of culture in Wa-Pilla hotel will help in motivating
the employees so that they can effectively perform their task on time.
 Person culture: This culture lays emphasis on the capabilities of individual rather than
completion of task. Wa-Pila hotel must care about their employees because they are the
only one through which goals and objective can be achieved.
The culture which is adopted by Wa-Pila Hotel is task culture. As with the helps of this
culture the company is able to engage every individual in their operations and also by setting of
the task they are able to motivate everyone towards their completion (Shamimand et. al., 2016)
P2 Roles of leader and different leadership styles in service sector industry
A leader is a individual person who has the ability to lead group and help a company in
achieving their goals and objectives. Below are the roles of a leaders:
 Supporter: A leader is person that provide support to every individual. They have
possesses great personality and experience which gives positive results to an
organisation.
 Creates a Vision: Leaders are the one which helps in creating a vision for service
industry which is very important for achieving the personal and professional goals.
A manager is a person who is responsible for controlling and managing the activities of an
organisation. Below are the roles of manager:
 Entrepreneurial role: Manager works as a innovator as they always work for new
improvement in the performance of an organisation (Wu and Chen, 2015) .
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 Liaison role: The manager performs various functions in an organisation like
coordinating and motivating the employees and also encourage other subordinates to
perform better.
Different leadership styles:
There are different type of leadership style followed in the service industry which are mentioned
below:
 Autocratic leadership: In such type of leadership style, the decision is taken by a single
individual. It is most useful in case of any fast dynamic situation. Here the leader has
high degree of supervision over the other employees of the company. .
 Democratic leadership: In such type of leadership style, a leader involves every
individual person for the decision making process. It is very beneficial as it involves
active participation of every individual member which focuses on the creative and
innovative ideas.
P3. Review of management and leadership styles in Wa-Pila
In Wa-pila hotel the leadership style chosen is democratic style. This leadership style
involve ideas of every employees so that they can effectively contribute to the decision making
process. Moreover in this style every individual feel motivated and valued as company consider
them their greatest asset (Psomasand Jaca, 2016)
The best management style chosen by Wa-Pila is scientific management theory as it lays
focus on improving the efficiency of an individual which is very effective for hospitality
industry. It focuses on standardisation and for this regular training and development programmes
are organised for the employees on the regular basis.
Compare and contrast management and leadership style
Basis Management style Leadership style
Advantage Scientific management style
main focus is over
improvement of business
operation.
Democratic style is very
beneficial for solving the the
complex issues as it involves
every individual for the
decision making process.
Disadvantage This theory needs huge It is a very time consuming
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amount of investment because
it involves training of workers
which require money thus
considered as a costly system.
approach as some of the
project are urgent and in that
case this style didn't work
properly.
TASK 2
P4 Internal and external factors influencing the management styles and structure of service
industry
Management style refers to the methods used by a person in managing the group of
people and organisation. The environment in which organisation performs its operation has both
positive as well as negative influence. This influence can clearly be known with the help of
management styles ( Shek, Chung and Leung, 2015)The managers of Wa-Pila focus on both
internal as well as external factors to know their impact over their work.
Internal factors: This are the factors which exist within an organisation and impact no
the operation of Wa-Pila. Below are some of the internal factors:
 Employees: They are the most important component of an organisation as they are
responsible for productivity and profitability of a concern. the employees have influence
of management style followed by Wa-Pila as they always works on guidelines of other
superior managers. If managers does not provide proper guidelines to their epmloyees
they are not able to perform in the efficient manner.
 Company's culture: The culture of any company consist up of their value and employee.
Wa-Pila hotel must look after the culture of their hotel and provide a healthy environment
so that employees can be retained over a long period.
External factors: These are the factors that exist outside the organisation and affect the
operations of business in one or another way. So before selecting of any management style it is
required for the company to know about the external factors. Some of the external factors are
mentioned below:
 Customers: They are very important for an organisation as they are only responsible for
the success of an organisation. It is the work of manager of Wa-Pila hotel to know about
the expectation of every customers. After analysing the expectation they must create
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some of the strategies through which they are able to guide their employees so that they
can satisfy the needs of their customers (Jaca and Psomas, 2015)
 Technology: Any up gradation in the technology affect the working of an organisation
and influence the management style. So it is very important for the manager of Wa-Pila
hotel to first analyse the changes and then chose the management style. As due to any
change in technology, the hotel has to change its working style and again need to provide
training to the employees so that they can effectively work.
Characteristics of effective managers in hospitality industry
 Problem solving: It is one of the most important characteristics of manager of Wa-pila as
in hospitality sector there are lot number of employees working of different culture or
region. Conflicts normally arise during the working, they are only the one that provides
innovative solutions for the complex situation. Managers of Wa-Pila are also responsible
for solving the issues that arise between the employees and guests.
 Communication: Managers of Wa-Pila are the one which are able to communicate with
the team and other members of an organisation. Apart from a good communicator, they
are always a good listener and on that basis they are able to guide the team that results in
productivity of their hotel.
 Supportive: The managers of Wa-Pila hotel are very supportive towards their employees
and due to this reason only employees are able to perform their job more efficiently.
Providing support to the employees make them happier and also enable them to work
hard.
Characteristics of multi generational leaders:
 Integrity: The leaders of Wa-Pila hotel have the characteristics of integrity and by this
only they are able to set high target for themselves as well as for employees. By
becoming trustworthy in the eyes of employees they are able to develop healthy relations
among the organisation (Noe and et. al., 2017)
 Delegation: The leader of Wa-Pila hotel is able to understand the ability of individual
employees because of their effective involvement among the decision making process
and team building. This quality enables them to delegate the task to employees based
upon their ability.
Specific changes in management styles
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Management styles is defined as the way in which manager is able to accomplish the
goals and objectives of an organisation. There so many type of management style that changes
the working pattern of an organisation. If Wa-Pila is using autocratic management style then they
must replace them with democratic style because autocratic style sometimes led to demotivation
of employees as they are not involved in the decision making process. Where as in the
democratic style each member of an organisation participate in the decision making process
which improves the efficiency of work in Wa-Pila (Veríssimo and Lacerda, 2015). .
TASK 3
P5 Management and leadership Hard and soft skills
Soft skills are the personal attributes which a individual in having and it distinguishes from the
other individuals. These skills include communication skills, leadership skills, decision making
and many more. The soft skill contributes a lot to the success of an organisation. Some of the
skills are mentioned below:
 Communication: It is one of the most important skill as without this leaders and
managers are not able to express their views or ideas. So it is very important to have this
skills in managers of Wa-Pila hotels as with the help of this they are able to build
effective relations among the employees as well as their customers. Through effective
communication managers are able to tell employees about their duties and
responsibilities. This could help in increasing the morale and also boost the employees
motivation.
 Decision making: With the helps of this skills managers are able to take decision in most
complex situations and hard times. The managers of Wa-Pila have the ability to take
decision which are very beneficial for the growth and development of an organisation.
 Leadership: This type of quality are developed in one's personality with the work
experience. With the help of this ability they are able to motivate the employees of the
company. With the helps of this skill manager of Wa-pila is able to encourage the
employees at the time of any change. As they have the ability to provide guidance and
direction to the employees which contributes in the profitability of the concern.
Hard skills are the skills that are developed through training and development
programmes. This skills are very necessary for an individual to perform at the job. Some of the
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hard skills are Computer skills, scheduling, research skills and many more. Some of the hard
skills are mentioned below:
 Computer skills: This type of skill are very important in the hospitality industry. As now
a days all the work are done on computer. So the managers of Wa-pila are trained in such
a manner that they able to maintain the record of every employees over the computer. By
developing this skills, the work of managers are minimised to a great extent. Moreover
sometime company need to do promotion also by this skills managers of Wa-Pila are able
to create some catchy presentation for the customers over the social media that helps in
attracting customers (Mesu Sanders and Riemsdijk, 2015)
 Financial skills: This type of skill includes accounting, budgeting, financial planning etc.
The account manager of Wa-Pila has this quality and through this they are able to
maintain the data of the company and also prepare balance sheet, cash flow statement.
P6 Future management and leadership skills
Management skills plays a great role in an organisation as with proper skills and abilities
the goal of an organisation can be effectively achieved. The future management skills may be as
follows:
 Soft skill assessment: Managers of Wa-Pila Hotels can use soft skills for their future
hire. This include several skills like listening, positive attitude, communication and many
more. Though managers look beside the critical thinking in the applicant but with the soft
skills managers are able to make them learn new things. Moreover manager can use soft
skills in building of effective team as in the case of any complex project the work can
easily be handled with the team. This helps in building a strong relations among the other
members and also supports in accomplishment of the goal (Hsiao, Lee and Chen, 2015)
 Transparency: As with the technology up gradation, managers are required to be very
transparent toward their work as they are having company's all the personal information.
In digital era there is a lot many chance of digital leaking. In that case managers of Wa-
Pila has to develop some of the transparency strategies through which information can be
kept private and safe.
The leadership skills helps the leaders to influence the employees for effective decision
making and for this they are required to develop some of the skill for the future improvement.
Some of the skills are mentioned below:
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 Out- centric leadership principles: This leadership skills tells that the managers and
leaders of Wa-Pila need to enhance their communication skills so that they are able to
interact with large number of employees at a single time (Dhar,2016) This would help
them in meeting the demands of their employees and team and thus would contribute
effectively in success of an organisation.
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change
In following study Kuoni is taken and here the comparison is made with Wa-Pila.
Basis Wa-Pila KUONI
Leadership style
 In Wa-Pila Hotel, the
leadership style used by
the manager is
democratic leadership
style. In such type of
style management use the
democratic leadership in
which there is
involvement of every
individual in the business
decision making process.
Here every employees
come up with new ideas
and suggestions which
effectively contributes in
the growth and success of
an organisation. This type
of style is very beneficial
as this boost the morale
of employees and they
 In Kuoni company, the leadership
style chosen by the manager is
autocratic leadership style. In this
type of leadership style there is no
involvement of any employees of
the company. The decision is only
taken by the single person. This
type of leadership style sometimes
led to demotivation among the
employees.
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feel valued.
 Wa-Pila Hotel is making
use of Participative
Leadership Style in
order to motivate their
employees because with
the help of this the
employees feel that they
are given importance at
the workplace and their
dedication increases
which makes them to do
work.
 Kuoni is using Contingency
leadership style in order make
employees work efficiently.
Different situation arise every
time in the organisation and it is
very important for a manager to
adopt the strategies according to
the situation.
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CONCLUSION
From the above mentioned report it can be concluded that both management and
leadership plays a great role in the success and growth of an organisation. Different management
and leadership theories are applied to service industry and among the various culture discussed,
Task culture suits the best in Wa-pila hotel. Both internal and external factors must be considered
while adopting of any management style. Moreover managers and leaders have certain qualities
that contribute to the development of the hospitality sector. Managers and leaders must have both
soft and hard skills so that they able to influence employees towards the attainment of goals. Art
last there is need to develop some of the skills which will be beneficial in the future prospect.
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