Report on Leadership and Management in Service Industries (Unit 5)

This report provides an in-depth analysis of leadership and management principles within the service industry, using Hazev, Haz, and Tas restaurants as case studies. It begins by exploring classical management theories, such as those proposed by Henry Fayol, and their practical applications in the service sector. The report then examines the role of leaders and different leadership styles, including situational and contingency leadership, emphasizing their importance in adapting to technological advancements and fostering employee motivation. Furthermore, it investigates the influence of organizational culture and structure on management and leadership styles, particularly the customer-centric approach and hierarchical structures observed in the case studies. The report also identifies and discusses both internal and external factors that impact management styles and organizational structure, such as employee morale, cultural changes, political and economic factors, social trends, and technological innovations. The conclusion summarizes the key findings, highlighting the significance of effective leadership and management for delivering high-quality service and achieving organizational goals.

Unit 5: Leadership and Management for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
P1 Different Classical management theories and their applications in service industry.............3
P2 Examining the role of leader and different leadership styles in service sector.......................4
M1 Determining the management and leadership styles in respect with structure and culture of
specific organization....................................................................................................................5
LO2..................................................................................................................................................6
P4 Internal and External Factor that influence management styles and structure in Hazev, Has
and Tas.........................................................................................................................................6
LO3 and LO4 covered in ppt........................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Leadership is setting new direction or vision for team members so leader is the spearhead
who understands strengths and weaknesses of the individual and assigns the tasks accordingly.
Management is aimed at controlling, managing and organising the people and resources
according to the main strategies of the business. Leadership and management are important for
the delivery of good health service to customers of the organization. The study is based on the
management and leadership in Hazev, Haz and Tas which are three restaurants in London. These
organizations chain includes 21 food and beverage operations and now the managers are aimed
at development of new technology within hotels in order to improve the efficient and effective
operations.
Furthermore, it will provide various classical theories which helps in developing
leadership and manager qualities among the staff of hospitality industry. This will also help in
determining factors that influence management style in service industry. It will also create a
complete knowledge about current and future management skills of hospitality industry.
LO1
P1 Different Classical management theories and their applications in service industry
Management theories are the set of general rules and guide which managers use in order
to manage their organization. Classical management theories are also considered as a scientific
management theories which are mainly focused towards the management of employees as well
as resources in right direction so that it could result in effective productivity (Bratton and Gold,
2017). In managing the restaurants of Hazev, Haz and Tas, management theories plays the
important role in managing all the activities of the firm in order to achieve main objectives. In
order to get the things done properly management has the authorities to give orders to
employees.
According to Henry fayol management theory management need to be divided into sub
categories, so henry fayol has explained the 14 principles which serve as a guideline decision-
making and management actions. Such principles are explained below:
Division of work refers to dividing the tasks in different subunits and assigning the duties
according to different skills of employees. This promotes accuracy and speed of work.
Authority and responsibility can be referred as assignment of duties to a specific employee.
Responsibilities increases the delegation and effectiveness of work.

Discipline is third principle of fayol which reflects the obedience in the behaviour of employees.
This is done to perform the operations smoothly.
Unity of command means that individual need to receive orders from one manager. Command
from the one manager make the employee focused towards one goal.
Unity of direction can be considered as proper coordination between the activities of the team
membe (vom Brocke, Zelt and Schmiedel, 2016). All the team members need to be focused
towards the main goal of Hazev, Haz and Tas industry. This helps in achieving the objective
effectively as well as efficiently.
Subordination of individual interest means that personal interest are mainly subordinated to
the interest of the organization.
Remuneration helps in increasing the motivation of the workforce and thus it results in
increased productivity of among the employees Hazev, Haz and Tas. Satisfied workforce leads
to the accomplishment of main objectives and hence increased productivity of hospitality
industry.
The degree of centralisation implies of concentration of the decision making authority at top
level management.
Scaler chain is one of most important principle among all, as employees need to follow proper
hierarchy in order to follow the instructions.
Order is referred as managers need to follow the social orders (Nawazand Khan, 2016).
Stability of Tenure is focused towards the equal treatment of the employees which helps in
developing confidence among them and hence result in the increased profitability of Hazev, Haz
and Tas restaurants.
Initiative from the side of the employees leads to the leadership qualities and encourages the
employees towards effective performance.
Esprit de corps is related to the development of positive environment and influencing culture
which motivates the workforce of Hazev, Haz and Tas industry.
P2 Examining the role of leader and different leadership styles in service sector
Hazev, Haz and Tas industry is trying to implement the technology within the business
so role of the leader is to encourage the employees in adopting such changes in the business
(Morden, 2017). The leaders are the inspirational personality who need to motivate their team

member for improved performance. Different leadership styles in service sector industry are as
follows:
 Situational leadership: This can be improved through the democratic leadership style
which allow the leader to deal in every situation of the business. According to the change
in the technology of Hazev, Haz and Tas company, leaders need to encourage their team
members in order to adopt such advancement. Also, leaders need to communicate
different ways to deal with the situation (Berry, Broadbent and Otley eds., 2016). It helps
in retention of the loyal employees and increased productivity. The leaders can inspire
team members in adopting developing the updated technological skills and motivate
them.
 Contingency leadership emphasizes on the personality of the leaders and situation to
handle the team members in every aspect. This may be referred as organizing the
activities of the team members. This leadership style allows the leaders to perform
versatile actions at the same time and hence it influences the team members and inspires
them to deliver effective output.
M1 Determining the management and leadership styles in respect with structure and culture of
specific organization
Hazev, Haz and Tas follows the customer centric approach as their culture in the
industry so it helps the employees in increasing the interaction between customers. Effective
culture of the organization is responsible for the satisfied workforce and this helps in delivering
the effective output of the firm (Amanchukwu, Stanley and Ololube, 2015). This culture
influences the working style of the employees and hence they are motivated to produce the goods
and services according to the needs and requirements of the customer. At the time of changing
technology, leaders have adopted the situational leadership style in order to allow the employees
to acquire technical skills.
However, Hazev, Haz and Tas restaurants mainly follow hierarchical structure within
organization. This structure helps them to manage the managerial integrity within the business.
The hierarchy of authority is very important as allows the sustained performance of business
therefore the employee recognize the defined level of leadership within organization. This also
promotes developing employees as a specialists

LO2
P4 Internal and External Factor that influence management styles and structure in Hazev, Has
and Tas.
Internal factor
Internal factors are the events that occurs within the Hazev, Has and Tas, this hospitality
industry generally about the internal environment which are easier to control than the external
factor such as employee morale, culture changes, financial changes and issues etc.
Employee Morale-
This is the most important part of internal factor that help to provide moral values of
every staff members to communicate with their colleagues. In this way, leaders always maintain
a good environment where people share their innovative idea (Nawaz and Khan_ PhD, 2016).
This is helping the people to understand the moral value and equal rights.
Culture change-
Organizational culture always influence the leader to use their management style and
create a healthy workplace. It is necessary for business to create good environment where people
free to do their work in proper manner.
Equipment-
Havez, has and tas has needs to maintain their internal equipment that requires in
hospitality industry. It influences of manage to serve the best services by using. Manager uses
their management skill to determine the need or requirement in effective manner.
External factor-
External factors are the event that take place where outside the Hazev, Has and Tas
hospitality firm which are harder to predict or control in proper manner. It is more dangerous for
company given the facts. They are unpredictable, hard to prepare. It involves political factors,
threats from competition etc.
Political Factor -
Political factors are those which influence the leaders to government regulations that define the
rules for Hazev, has and tas industry. It involves the political stability, instability, tax policy,
labour law and trade restrictions etc. leader has used the management style to manage all the
business operations and functions. They must follows all the rules and regulations to provide the
facility their staff members.

Economic Factor-
Leaders must be educated themselves on their consumers, competitors and supplier to determine
the economic factors which influence the leaders in Hazev, Has and Tas to accomplish their
goals and objectives. Leaders always focused towards the business objective to increase the
quality of services and products. This factor includes the economic growth, exchange rates,
disposable income of consumer which are indirectly or directly impact on Hazev, Has and Tas
firms.
Social factor-
It is general dimensions of environment that represents the demographic norms, values and
characteristics within the business operates. It includes population trends such as income
distribution, safety and health consciousness. In Havez, Has and tas, leaders are mainly used
their coaching management style that help for people to guide towards the social norms. They are
spreading awareness among the people.
Technology Factor-
This factor is based on the innovation that may affect the business operations and their functions.
It refers to the technology in terms of incentives, innovation, research and development etc.
Leaders has used this innovation idea in their business process to increase the performance and
efficiency of staff members. All people uses the idea to increase the productivity and profitability
in marketplace. It influences the situation management style to adopt new thing on the basis of
need and requirement.
LO3 and LO4 covered in ppt
CONCLUSION
As per discussion, Leadership is a type of process that help in terms of vision for team
members so leader is the spearhead who understands strengths and weaknesses of the individual
and assigns the tasks accordingly Management is aimed at controlling, managing and organizing
the people and resources according to the main strategies of the business. Leadership and
management are important for the delivery of good health service to customers of the
organization. It summarized the management and leadership in Hazev, Haz and Tas which are
three restaurants in London. It also describes the various classical theories which helps in
developing leadership and manager qualities among the staff of hospitality industry. This will

also help in determining factors that influence management style in service industry. It will also
create a complete knowledge about current and future management skills of hospitality industry.\

REFERENCES
books and Journals
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
vom Brocke, J., Zelt, S. and Schmiedel, T., 2016. On the role of context in business process
management. International Journal of Information Management. 36(3). pp.486-495.
Morden, T., 2017. Principles of management. Routledge.
Berry, A.J., Broadbent, J. and Otley, D.T. eds., 2016. Management control: theories, issues and
practices. Macmillan International Higher Education.
Amanchukwu, R.N., Stanley, G.J. and Ololube, N.P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1).
pp.6-14.
Nawaz, Z.A.K.D.A. and Khan_ PhD, I., 2016. Leadership theories and styles: A literature
review. Leadership. 16. pp.1-7.