Leadership and Management for Service Industries Report - Semester 1

This report delves into the essential aspects of leadership and management within the service industry, using the Wa-Pila hotels as a case study. It begins with an introduction to the importance of leadership and management, followed by an analysis of classical management theories, leadership styles, and the factors influencing management approaches in the service sector. The report examines the characteristics of effective managers, including delegation and time management, and explores the role of multigenerational leaders. It critically assesses specific changes in management styles, such as the impact of digitalization and technological advancements. Furthermore, the report covers current and future management and leadership skills, highlighting the importance of both hard and soft skills. The report concludes with a discussion of change management systems within service organizations, comparing transformational and unplanned change, and how leadership plays a crucial role in implementing these changes. The report provides a comprehensive overview of the topic, offering insights into the evolving landscape of leadership and management in the service industry.

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 ...............................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Leadership and management is an essential part of the business whose role is required at
all level of management whether it is top or bottom. Leader is responsible to encourage the
workforce and motivate them to achieve their targets successfully. This helps in the development
of an employee by enhancing their skill as well as capability and make them an essential asset of
organisation. Whereas, manager are responsible to make the plan, coordinate the business
activity and take corrective measure during the time of variances. For the better understanding
of report Wa-Pila hotels has been selected which provide hospitality service to the traveller such
as hotel, food and accommodation services. Thus, hotel make significant effort to make the stay
of traveller worthy. This report cover following topic such as classical management theories and
leadership style. Analysis of factor that influences management style for the services, as well as
current and future management and leadership skill. Furthermore, demonstration of management
and leadership skill within service sector are covered within this report.
TASK 1
Covered in PPT
TASK 2
Characteristic of effective manager in hospitality industry
Delegation: The role of manger is to take the organisation in a right direction by
allocating task to various functional department based on their capability and competencies. The
manager must know their employee and schedule the task accordingly which leads to desirable
outcome. This is beneficial not only for management but for employee as well as they get the
chance to showcase the best of themselves which helps to gain long term success.
Time management: A successfully manager has foresight vision due to which they can
prioritize all their work and communicate the same to the employee. The manager of Wa-Pila
can accomplish their goal by avoiding procrastination in work and avoiding delay in decision
making and execution process.

Understanding your customer’s need and review of the multigenerational leaders and their
characteristics
Multigenerational leader: The role of these leaders is to understand the needs of
different ages and leverage their profitability by providing them value based on the priorities and
capacity of different ages. As there is drastic change in the trends of generation shift due to
which each generation has its own experiences and perspective. Like, initially organisation used
to focus more on selling the services built due to enhancement of lifestyle and disposable income
organisation preference is to sell qualitative service. Thus, the manager as well as leader of Wa-
Pila hotel is to identify the need and serve society in an effective manner.
Characteristic of Multigenerational leader
Effective communication: Multigenerational leader gather and share all the vital details
and information with their staff that helps to maintain the better understanding. Herein, Wa-Pila
hotel can adopt this this skill because it help to avoid misunderstanding and inspire personnel of
an organisation.
Make decision to achieve share objective: It is relatively tough task for the leader to
make the decision based on the changing requirement of various generation. For instance, some
traveler prefer luxury facility that matches their status while other are satisfy with the economic
class. So the role of multigenerational leader within Wa-Pila hotel is to motivate the staff,
analyse the requirement of various segment and perform task effectively to increase the
capitalize the opportunities.
Critical view on specific changes in management styles
With the digitalization, advancement of technology and ease of doing business in national
and international market helps the business to provide quick services to the customer that saves
their time and are cost effective. Herein Wa-Pila hotel both online and offline platform are used
to cover the various customer and handle their queries. Thus, it is convenient process for both
manager and traveller as they get all the required information and review of company through
digital media. Along with the innovation, it becomes essential for the company to bind good
relation with their staff for which selected company can adopt democratic leadership style. As
business operate in dynamic environment due to which after a particular period they need to
change their working style and patter. These changes may cause negative influence on the staff
like they may not prefer the changes and are comfortable in their old regime. Thus, to overcome

this situation democratic leadership style can help the company to formulate better decision with
the help of their employee. On contrary, as every coin has two sides so this style can cause delay
in reaching to a conclusion which is time consuming and may become threat for the company if
their competitor makes the move faster. Hence, manager and leader must create cooperation
among the team that lead to a healthy environment and allocate the resources significant to adopt
latest technology.
At past, Wa-Pila company has adopted classical theory within which organization used to
remain concern for its success and profitability only instead of thinking for the welfare of
customer. As the manager used to think that the requirement of an individual is fulfilled by the
company due to which they were more task oriented. Along with that they have adopted
autocratic leadership style where decision are only made by the few top manager of the company
to enhance the efficiency and with the purpose to make quick decision making.
Currently, administration theory is applied by the company where different department and
functional head is made whose objective is to attain the objective of an organization. Moreover,
laissez faire leadership style helped the employee to show their capability and collective makes
decision to deal with the problem of an organization with cooperation. Further, currently
company promote task culture where group of team member share information in order to arrive
at conclusion and overcome negative circumstances.
In future, Wa-Pila company will follow scientific management theory to improve the efficiency
of workforce and decrease the turnover or absenteeism rate. Additionally, within role culture
equal role and responsibility are assigned for better decision of authority. Along with this
participative leadership style will help the company to make all decision collectively that
enhances the relation between employer and employee.
TASK 3
P5: Current management and hard and soft leadership skills providing service
Characteristics of effective manager within service industry: There are certain skill
which the manager of service sector need to acquire in order to fulfill the essential requirement
of Wa-Pila company. Thus, to carry out the different roles the manager need to acquire various
skills that are defined below:

Innovative thinking ability: The manager of company need to have innovative thinking
ability so that they can come up with creative thinking approach in future and perform the
various functions of business. This help the firm to establish the effective relation between the
employer as well as employee by retaining the interest of the customer. Herein, Wa Pila
managers with the help of innovative thinking approach overcome the external issue by forming
suitable strategy.
Effective decision making: The leaders in the past was used to execute the predetermined
strategies in order to enhance the existing process and efficiency. So in future it is vital for the
leader to function willingly and create something new on the basis of prevailing opportunities by
involving the staff in decision making process. The manager of Wa Pila can conduct the
brainstorming sessions that lead in the creation of new solution.
Management skill: Managers are responsible to make the effective business decision by
performing functions like planning, coordination and managing the business operations
effectively (Longest Jr and Darr, 2014). Herein, Wa-Pila hotel managers are required to analyses
the internal and external market and provide maximum benefit to employee so that they perform
the task within confined period of time. Thus, manager should be relationship oriented as it helps
to bind effective relationship that helps in achieving the objective successfully.
Leadership skill: Along with manager leader plays an essential role to encourage the
staff and perform task effectively. Herein, Wa-Pila hotel which is into service sector include hard
as well as soft skill that need to be focused to achieve the desired result.
Soft skill: There are various soft skill such as motivation, communication, time
management and flexibility that are comparatively harder to inculcate but helps to build
interpersonal relationship and team building skill (Johnston and Marshall, 2013). In relation to
Wa-Pila hotel the leader motivate the employee which strengthen their potential and gain the
wide advantage. Along with that performance appraisal technique can help the employee to
achieve their set benchmark to gain benefits like recognition, promotion, incentive and salary
hike.
Hard skill: It include the technical skill that needs to be enhanced with the innovation
and acquired through training session. It helps to enhance the productivity of business as these
skill are utilized in favor of an organization. Like, the employee of Wi-Pila hotel can have
persuasive skill and during the time of diversification company can hire localities so that they

can well converse in the regional language. Moreover, these skill are beneficial for the
profitability.
P6. Future management and leadership skills required by business organization
With rapid up-gradation of technology and emergence of new competitors, existing
leadership and management skills are required to be enhanced. As a result of strong influence of
such factors customer's awareness has been increased which leads to requirement of
improvement in soft skills of employee (Goetsch and Davis, 2014). So in Wa Pila hotel,
managers required to develop new skill such as effective communication that assist in dealing
with complex or adverse situations. Further in order to minimise difference between potential
and existing skill training is being provided by Wa-Pila, that provide assistance in enhancement
of capabilities and to achieve objectives of hotel by developing long term customer relationship.
Moreover, hotel is required to provide high convenience to its customer for example welcoming
of guest from airport. The hotel need to design policy in favor of employee to motivate them to
put maximum efforts for company. Beside this company can provide motivation to internal staff
for increasing their efforts, and provide some monetary benefit like salary hike, promotion,
incentive, appraisal etc.
Due to immense competition in service sector has lead to the drastic change in the
existing leadership and management style. Like, in comparison to past most of the hospitality
company including Wa-Pila hotels have become technology prone because of which they uses
software and database to store the abundant information. Also this has controlled the time and
cost of hotel in comparison to manual methods. Along with that to appeal the interest of guests
some of the hotels too prefer robots because there the chances of error are low in comparison to
the human. Therefore, the major change in leadership and management practices are that most of
the dealings are held via online media that include website of company where all the grievances
are help through the customer service department.
TASK 4
P7. Different service organization change management system and leadership in implementing
the change
Comparison on the basis of change management system

Transformational change Unplanned change
It refer to the significant change in the past
work process as well as culture in order to
remove the barrier and create smooth flow of
work.
These changes are not predetermined by
company due to the sudden occurrence of
unplanned events leaves the negative impact in
the business.
The manager can forecast the future sue to
which transformational changes leads to the
implementation of strategy that leads better
changes.
Here the manager need to take quick decision
otherwise it may lead to the unfavourable
impact on the organisation.
Contrasting based on change management system: Whether it is transformation
change or unplanned change both leads to the enhance the existing strategies of an organization.
But if the planning and implementation of decision is not implemented properly then it can leads
to the error that can affect the functioning of an organizational. Thus, the manager as well as
leader make sure they anticipate the market and adopt the changes suitably.
Change management is significant for service industry so business operations require
alteration on the basis of future requirements (Milner and Joyce, 2012). For example, during past
decade employee satisfaction did not gave do much importance but in present scenario
employees are considered as most significant asset of business organisation. In this context Wa-
Pila hotel, on the basis of change management the various roles and responsibilities in respect of
service organisation are discussed below:
Roles and responsibilities of service manager:
 To provide proper training and effective development session in order to beginners as
well as existing employees so that they can respond to changes effectively (Birasnav,
2014).
 To maintain and establish effective coordination between different departments and
level , and eliminate competition by cooperation.
Change management directly affect the leadership and management style because it
becomes necessary for manager to make the employees understand regarding the relevance of
changes so that they can make the possible changes. In case of democratic leadership style it

becomes relatively easier for the leader to execute the changes as they share effective relation
with the employees. Contrary, in case of autocratic leadership style the staff may disagree
regarding the changes which the manager need to execute within short span.
Comparison between Wa-Pila Hotel and Marriott International:
Basis of difference Hilton Hotel Wa-Pila Hotel
Changes Hilton is UK's wide hotel
chain that is also operating
internationally. Thus hotel is
more adaptable towards
changes and having risk
bearing ability (Jeston, 2014).
Wa-Pila hotel not so much
adaptable towards change
management because hotel not
bale to adopt new changes
quickly which is can affect
their market share and leads to
reduction in profitability
Leadership style In Hilton, bureaucratic
leadership style is adopted for
effective decision making
rapid or quick adoption of
changes.
Wa-Pila is applying autocratic
leadership style.
CONCLUSION
The above report concludes that leadership and management is an essential part of
hospitality industry that is solely based on delivering services to the customer. Adoption of
adequate leadership as well as management style helps the business to sustain for long duration
and perform the business activity effectively. Moreover, training and development session as
well as making the employee familiar with latest technology helps business to fill the gap that
occur due to internal and external technology factor. Furthermore, change management system
requires the essential alternation to be adopted by an organization due to multi-generational shift.
Therefore, this is the only way to keep the company competitive and enhance the productivity of
business.

REFERENCES
Books and journals
Longest Jr, B.B. and Darr, K. J., 2014. Managing Health Services Organizations and Systems,
(MHSOS). Health Professions Press, Inc..
Johnston, M. W. and Marshall, G. W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Milner, E. and Joyce, P., 2012. Lessons in leadership: Meeting the challenges of public service
management. Routledge.
Jeston, J., 2014. Business process management. Routledge.