Leadership and Management Report: Service Industry Analysis

This report examines leadership and management principles within the service industry, using Wa-Pila hotel as a case study. It assesses hard and soft skills required for effective management, including technical proficiency, data analysis, communication, and teamwork. The report compares these s...Read More

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
Covered in ppt .............................................................................................................................1
TASK 2............................................................................................................................................1
Covered in brochure.....................................................................................................................1
TASK 3 ...........................................................................................................................................1
P5 Asses current management and leadership ‘hard’ and ‘soft’ skills........................................1
P 6 Discuss future management and leadership skills ................................................................3
TASK 4 ...........................................................................................................................................4
P7 Compare and contrast different service industry ...................................................................4
CONCLUSION................................................................................................................................4
REFERENCES ..............................................................................................................................5

INTRODUCTION
Leadership denotes the role of leader that motivates the group members to work better so
that predetermined objectives can be accomplish. As management is the activity that is perform
by the manager of organisation in order to manage and control the business. To better understand
this concept Wa-Pila hotal has been chosen which provide good and beverage services to the
consumers. There are various topics has covered in this report such as: to assess management &
leadership hard & soft skills and compare and contrast different service industry.
TASK 1
Covered in ppt
TASK 2
Covered in brochure
TASK 3
P5 Asses current management and leadership ‘hard’ and ‘soft’ skills
Characteristic & skills of effective managers in different roles in the service industry
The manager has different characteristic & skills that is beneficial to take effective
decisions in distinct situations and it is describe as:
Characteristic:
Knowledge: It is important for a manager to have proper knowledge about the
organisation and business activities and in this regard it is required for the manager of Wa-Pila
to make effective strategies by using its knowledge so that business can grow.
Confidence: For a manager it is required to be confident and it is helpful to develop
positives thoughts as a result manager of Wa-Pila can take better decisions for the business
growth (Johnston and Marshall, 2013).
Skills:
Managing skill: For a manager it is important to have managing skills and it is helpful to
manage the business operations of Wa-Pila in effective manner. As a result all human force can
be managed effectively and it help the organisation to achieve the goals.

Problem solving skill: To resolve the problem is important for an organisation and in
this regard, manager of Wa-Pila has effectively analyse the situation so that better decisions can
be taken to solve the problem.
Decision-making: It is one of the most crucial skill for a business manager to make
effective and pleasant full decision. Success and growth of business is depended upon chosen the
correct path in right way that are helpful in execution of important operation to increase profit.
Like in context to WA-Pila Hotel to increase the sales volume manager analyse the market trends
and develop effective strategies that helps to increase the overall profit of company.
Strategic thinking: It is very much important for the manager of respective Hotel to be a
good and effective strategic planner, which support them to deal contingencies and maximise the
possible sales for company. Such as in WA-Pila hotel manager think to increase the business so,
they cop up with local household to join with them so that company can offer a new product line
to desirable customer.
Comparison of Hard and Soft skills:
Hard skills Soft skills
Technical skills: It is important for a manager
to have adequate knowledge about technical
skills so that work can be done in more
effectively and smoothly.
Data analyses: To analyse the data is
important and in the regard manager of
organisation has to analyse previous year data
so that it can make better strategies in current
year in order to maximize the sales.
Multiple Language: This is one of the major
hard skills that is essential for manager
employed within hospitality industry. As there
are number of visitors coming from different
countries and speak different language so it is
crucial for them to understand the native of
customer and provide these services
Team-worker: To perform in team is required
to achieve the goals of corporation and in this
regard manager motivates the workers to work
in a team.
Communication: To make effective
communication is necessary and for that
purpose manager should possess
communication skill so that proper information
can be communicated to all members.
Gathering and working on feedbacks: It is
the responsibility of manager to gather the
feedback from each department of company in
order to make possible changes. They are also
responsible to give valuable suggestion to the
upper department of Wa-Pila that support in
formulation of strategies that help to increase

accordingly. Therefore it is important for
manager of Wa-Pila hotel to have an adequate
knowledge about various language which
support them to understand the needs of
customer and deliver the services accordingly.
This will be beneficial for them to increase
profit margin within a specific time period and
improve customer base.
the overall profitability and productivity.
Importance of soft skills: It is required to possess soft skills and it is related with
emotional intelligence that simply means of Wa-Pila hotel must be able to easily amicably with
other. To possess this skill it is important for the growth of business & through it work can be
accomplish in effective manner. Soft skill includes communication skills, personal attributes,
abilities and personality traits. These skills differentiates people from others and particularly
from people who have quite similar hard skill sets. Soft skills are essential part of an individual
and person who have developed good soft skills have high presentation skills and networking
abilities. All these skills are useful in attracting and retaining clients for organisation.
Hard skills of management and leadership:
Motivating skills: It is one of the main skill that must be have by manager of Wa-Pila hotel.
With the help of this skill, manager of hotel become more able to motivate their employees and
retain them for long time. As it will be beneficial for success and growth of Wa-Pila hotel within
hospitality industry.
Soft skills of management and leadership:
Communication skills: It is a type of soft skill which must be require of hotel manager in order
to communicate each information to their employees. As proper communication helps hospitality
industry by reducing conflict and misunderstanding among workers. It will further support an
organisation to accompanies better outputs easily.
P6 Discuss future management and leadership skills
It has been analysed that technological business environment is changing rapidly so it is
essential for the manager to have technological oriented skills that is beneficial to manage the

work in more effective manner in service industry. To cop up with sudden changes manager of
Wa-Pila hotel has required different skills. In this regard the skills which are needed as project
management, social marketing and digital marketing and for the growth of corporation it plays a
vital role. In this regard it is necessary to get proper training so that adequate skills can be
develop which is helpful to perform a task in effective manner (McMurray and et. al., 2012). In
addition it is stated that companies is using advance technology sources which support to draw
interest of large number of audience. Such as company have developed the online portal through
which customer can make online booking of dinning tables, buy a pass for swimming pool and
moreover improve the payment system. This motivate the visitors to make effective use of their
services and fulfil their hotel needs in just one click. Therefore it is stated that technology is
playing a major role for improving the profit for organisation and increasing the overall customer
base in specific time period.
Evaluate the skills that are crucial for service
Social media & digital marketing: This specific tool has been used by the organisation
for the promotion of its business and Wa-Pila can use digital marketing and social media tools
which involves Twitter, Instagram, Facebook etc. For the growth of company it plays a vital role
and due to it sales can be maximize.
Project management: For a manager it is important to have project management skill so
that it can develop profitable project for the benefit of Wa-Pila hotel.
Future management skills:
Planning: Planning introduces as an effective and useful future management skills which will
assist a manager to make plan for implementing effective strategy, policies as well as procedures
towards accomplishment of long term goals.
Future leadership skills:
Positive Attitude: It is another main type of management skill which will support manager in
future. Positive attitude of business manager in service industry support them to retain employees
for long time as well as attain long term goals easily.

TASK 4
P7 Compare and contrast different service industry
Remedial change: As leaders implement remedial changes when they identify the
requirement in order to address deficiencies in the organisation. As an instance, if Wa-Pila has
launch new software programme in order to effectively manage the stock and in this regard it is
important to conduct a training programme so that employees can learn about the uses of new
software.
Transformational change: It influence business operations of an organisation and
company must be suited to withstand rapid changes in context to industry are nimble, adaptable
and develops better plans according to the need. If the required changes does not considered
effectively than it makes the situation of contract in context to the Wa-Pila (Simkins, 2012).
Basis of comparison Wa-Pila Cuba Holidays
Change management System Change management system
helps an organisation to
manage their remedial change
in effective manner. For this,
kotter's 8 step model is more
beneficial to use and overcome
impact of such changes.
Change management system
within Cuba Holidays will also
support in managing change
transformation. For this an
organisation must follow
Lewin’s change management
model which will helps them
to attain long term objectives
easily.
Leadership Democratic leadership style is
used by Wa-Pila in which they
only has power to make
accurate decision and attract
workers to follow that
decision.
Autocratic leadership style has
been followed by Cuba
Holiday in which is they tells
their workers regrading what
and how to do it, without
acquiring their advice.

CONCLUSION
From the above report, it has been concluded that for an organisation it is require to have
effective leader and manager which can perform the role of management & leadership. The hard
& soft management skills are important to possess by the manager so that goals can be
accomplish as per the requirement. To analyse the changes are important for the growth of
company. Johnston, M. W. and Marshall, G. W., 2013

REFERENCES
Books and Journals
Simkins, T., 2012. Understanding school leadership and management development in England:
Retrospect and prospect. Educational Management Administration & Leadership.
40(5). pp.621-640.
McMurray, A. M., and et. al., 2012. Leadership succession management in a university health
faculty. Journal of Higher Education Policy and Management. 34(4). pp.365-376.
Larson, E. W. and Gray, C. F., 2017. Project management: The managerial process. McGraw-
Hill Education.
Johnston, M. W. and Marshall, G. W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.