Leadership and Management in Service Industries Report, HNC 2018/19

This report delves into the critical aspects of leadership and management within the service industry, focusing on the application of various leadership styles and management theories. It begins with an introduction to the significance of leadership and management in organizations, particularly within the hospitality sector, where effective service delivery is paramount. The report then explores classical management theories, including interrelated functions, universal principles, and bureaucratic structures, along with Weber's bureaucratic theory and Taylor's scientific theory, and how these are applied in a service sector context. The role of a leader is examined, highlighting their importance at all organizational levels, as representatives of the company, and in integrating personal and organizational goals. The report uses Wa-Pila, a hotel chain, as a case study to analyze different leadership styles. The conclusion emphasizes the importance of effective leadership and management for the survival and success of service-based businesses, highlighting the need for training, motivation, and employee self-interest to achieve organizational goals. The report also includes references to relevant research in the field.

Leadership and Management for
Service
Task 1

Cover Content

Introduction
 Leadership and management are two important components of any
organisation. Hospitality sector is one in which there are various ways
to provide services to customers.
 Leadership is defined as the way of influencing subordinates for
meeting the needs and demands of customers.
 In this report the company which is considered for analysing different
leadership styles is Wa-Pila which is a hotel chain.

Classical Management Theories And Its
Application
 Inter related functions there are different kinds of management that exist in our
company which have interdependent functions including organising staffing
controlling managing directing and planning
 Universal principles of Management it is important for the organisations to
follow some principles which help in proper functioning of the company
 Bureaucratic structure according to the traditional theory organisations can be
built around work different departments of the organisations are assigned tasks
and activities to be fulfilled in given interval of time

Weber’s bureaucratic theory
 Max Weber gave a leadership theory that is
adopted by organisations for operating
activities in the organisation.
 According to Max Weber, there are three
kinds of power which are present in an
organisation. These are traditional power,
charismatic power and legal power.

Taylor’s scientific theory
 According to this theory, the most effective way for performing any job is
identified. According to Taylor, there are universal laws that are governed
efficiently and these laws are human judgement.
 As per Taylor’s theory, employees of the company can be motivated by
paying money and if employees are paid higher then they are automatically
motivated and they enjoy their work that leads to achievement of goals and
objectives of the company in specified time frame.

The Role Of Leader
 Required at all levels- Leadership is defined as the function bye which people
influences other person to work efficiently. There are basically three types of leadership
in an organization.
 Representative of the organization- A leader is an individual who is responsible for
representing company to outer world.
 Integrates and reconciles the personal goals with organizational goals- A leader is
an individual who is responsible for integrating the personal and professional goals.

Management And Leadership Styles In A
Service Sector Organisation
 Every organisation should follow the leadership theory in order to
accomplish organisational goals and objectives in an effective manner.
 In context to, Wa-Pila they opt effective leadership style in their
working premises for managing their work as well as enhancing
profitability and productivity effectively.

Conclusion
 With the help of above mentioned report, it can easily be said that
business organisation within service industry can easily survive if it
carries effective leaders and Management.
 This can only be done with the help of training, self-interest and
motivation given to others.

References
 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.
 Johnston, M. W. and Marshall, G. W., 2013. Sales force management:
Leadership, innovation, technology. Routledge.