Leadership and Management in Service Industries: An Overview

This report delves into the crucial aspects of leadership and management within the service industries. It begins by outlining the importance of both hard and soft skills, emphasizing their role in enhancing efficiency and customer satisfaction. The report then explores the impact of digital technologies on staff development and the need for managers to adapt to new operating systems. It further examines different leadership styles, such as the autocratic approach used by Docklands Academy and the directive behavior needed in the tour and tourism industry. The report concludes by highlighting the significance of digitalization in streamlining service operations and the varied leadership approaches required to meet diverse industry needs, referencing the application of these concepts within Docklands Academy's restaurant chain and the broader service sector landscape. The report also includes references to academic sources.

Leadership and Management for Service
Industries

TOC
 Introduction
 Management and leadership skills
 Digital technology and staff development
 Management and leadership skills

Introduction
• it will include current and future management and leadership styles for the
service sectors,
• It will explain skills required by them and comparison between various
services sectors in change of management and leadership styles

Management and leadership skills
 Hard skills are crucial part of the skills set that is needed for any job, they may include
expertise that is necessary for a person to be successful in the job. For increasing the
efficiency and affectivity in service sectors, hard skills plays an important role as it
included teaching skills and abilities in order to provide satisfactory services to their
customers. Hard skills or competencies necessary for the hospitality leaders and
management is largely depend upon individual specifications for management role.
 Soft skills encompass interpersonal and introspective skills that are harder to quantify or
learn without getting the benefits of real experience. In a hospital management studies,
the managers and leaders should have soft skills that includes tech management skills

Digital technology and staff development
 Digital technologies helps in learning new things and enhancing skill of
person.
 That aids the person in their professional development and gaining wide
promotion opportunities.

Management and leadership skills
 Tech management skills: As the Docklands Academy has introduced the digital technology to run
its operations and promote their business, the managers and leaders need to acquire adequate
knowledge about the technologies that the Docklands Academy and the chains of restaurants are
using, they also need to continuously educate themselves and their team members on new
operating systems in order to keep themselves up with emerging issues.
 Soft skills management: Including skills like efficient communication, accepting feedbacks, time
management, and positive attitude, listening to others, the future mangers and leaders need to be
good at evaluating the candidates with a combination of creative mind problem solving, critical
thinking etc.

Comparison and contrast between various service
industries change management systems
 In order to meet the new challenges of ever-growing customers, the industry needs to follow
different leadership and management styles. The various services implement different types
of leadership styles according to their objective/goals.
 Docklands Academy enables its restaurant chain to adopt autocratic leadership style which is
characterized through individual control over the decisions, this leadership style generally
make choices based on their judgements and rarely seek the advice from their followers, it
involves authoritarian control to the group.
 Whereas in a tour and tourism industry, it is important that management and leaders
take rather push approach, because the customer service is necessarily required for the
followers and staffs in the tour and tourism industry. There should be directive behaviour
which tells the followers what they should do and what they should not do.

Conclusion
 Digitalisation plays an important role as it enables the service sector to run its
operations smoothly.
 Docklands Academy uses various styles of leadership in order to provide their
chain of restaurant to run smoothly and provide their customer maximum
satisfactory level.

Reference
 AMAR, S. H., 2018. Sustainable leadership and work environment: Improving
human potentials. Human Resources Management and Services
(TRANSFERRED). 1(1).
 Chen, Z., Zhu, J. and Zhou, M., 2015. How does a servant leader fuel the
service fire? A multilevel model of servant leadership, individual self identity,
group competition climate, and customer service performance. Journal of
Applied Psychology. 100(2). p.511.
 Dhar, R. L., 2016. Ethical leadership and its impact on service innovative
behaviour: The role of LMX and job autonomy. Tourism Management,. 57.
pp.139-148.