Leadership and Management in Service Industries: A Detailed Report

This report provides an overview of leadership and management principles within the service industry, with a focus on the influence of technology. It begins by exploring classical management theories and different leadership styles, including autocratic and transactional approaches. The report then delves into Handy’s theory on organizational culture, specifically analyzing role culture, task culture, and work-hard, play-hard culture. It also compares and contrasts management and leadership styles, highlighting the roles of leaders and managers. The impact of technology on leadership and management activities is discussed, as is the future of leadership styles like laissez-faire leadership. The report concludes by emphasizing the importance of both managers and leaders in achieving organizational goals and enhancing employee performance. The report uses the context of Wa-Pila hotels to illustrate the practical application of these concepts.

Leadership and
Management for
Service

Table of Content
• Introduction
• Leadership in Past
 Leadership in Past
 Leadership in Past
 Conclusion References

Introduction
Leadership refers to an action of leading group of people and
organisation. It is an art of motivating group of people, which
act towards attaining common objectives. The leadership is an
ability of people to influence as well as guide the followers
and some other members of company. Management is
required for an organised life and important to run all kinds of
management.

Leadership in Past

Different classical management theories
Classical management theory is branch of the management
theory that evolved around 19th century. It is based on belief
that employees only have the economic and physical
requirements.

The different kinds of classical management theories mention
below:
 Scientific Theory
 Bureaucratic Theory
 Power culture
 Person culture
 Autocratic leadership
 Process culture

Autocratic leadership – In this concept, leaders do not listen
anyone else in the organisation and all the decisions are made
by them. No one can ask questions or provide suggestions to
leader as it is considered as resistance instead of advice. This
form of leadership was used in old days when innovation
wasn't part of mainstream businesses but now it is rarely used
in any organisation as is not considered as a practical
approach.

Leadership in Present

Handy’s Theory- This theory is developed through Roger
Harrison and Charles Handy in practical manner. Different
components of this theory are mention below:
Role Culture- In this culture, every employee of Wa- Pila
hotels are delegated their roles and responsibilities based on their
qualification, interest to give their best.
Different types of organisational culture

Continue…
Factors that determine culture of Wa- Pila hotels
Leadership- It is one of the most necessary factor that affect the
culture. Leaders should be mindful regarding rules they
develop and way in which they act regarding actions, which
they take. The thinking of a leader affecting decisions of
everyone.

Roles of a leader and a manager
Leaders are those people, which do right things and guide team
members in proper direction. Different roles of leader mention
below:
• Motivating employees
• Guiding employees

Continue…
Managers are responsible for administrating and controlling
employees and group. Managers implement the plans and
policies at workplace and focus on attain set target. There are
some roles of manager mention below:
• Liaison Role
• Monitor role

Compare and contrast Management and
leadership styles
Management styles are vary through an organisation and also
from person to person, better manager is that which can adjust
its management style to suite on various employees and
environments. In this, autocratic management style used
through Wa- Pila hotels. The managers make all decisions at
workplace and the ideas of employees are not encouraged.

Opinion on specific management and
leadership style
There has been autocratic management style can be used through
management of Wa- Pila hotels and democratic leadership
style can used through leader. Both styles are different from
the each other. According to my point of view, Transactional
leadership style is more effective because in this leaders
promote the compliance through followers by punishments
and rewards.

Technology has influenced all the
leadership and management activities
Technology develop the powerful effect on the every aspect of
live. The successful leaders are those, which understood how
much the technology could help in managing the people.
Through using technology, leader can develop teams and
tracking work across all the channels at many locations.

Leadership in Future

Task Culture - Company where the teams are developed to
attain targets follow task culture. In Wa- Pila hotels, employees
with the common specialisation and interest come together to
form team. In a team, there are mainly four to five members and
they equally contributing to attain tasks. In forthcoming time,
task culture will prevail as importance of every team/division
will increase or decrease according to the need of situation.

Work-hard, play-hard culture- Under this culture, employees
of Wa- Pila hotels take risks. There is a need to staff members to
maintain high energy level and stay upbeat. This culture will
come into mainstream business in organisations as it include less
degree of risks and swift feedbacks about their strategies.

Tough-guy macho culture- This culture includes
individualistic world, which enjoy the risk and get quick
feedback on decisions. This culture can be adopted by Wa-Pila
hotels in upcoming time as it will help them in expansion of their
business. Tough-guy macho culture is involve high degree of
feedback risk and quick feedback.

Laissez-faire Leadership – This type of leadership style
will be used by organisations in future as leaders will delegate
decision making powers to their subordinates so they can
effectively conduct day-to-day operations. This will ensure
transferring balance power to team members as they wouldn't get
power to make big calls but they can manage daily stuff without
involving leaders.

Conclusion
From the above mention report manager and leaders plays a
necessary role in an organisation. Both focus on attaining the
specific objectives by enhancing performance level of
employees. The different leadership styles has been used in
this report, which are based on different situation.

References
Renz, D. O., 2016. The Jossey-Bass handbook of nonprofit
leadership and management. John Wiley & Sons.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for
organizational excellence. Upper Saddle River, NJ: pearson.
Stacey, R., 2012. Tools and techniques of leadership and
management: Meeting the challenge of complexity. Routledge.

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