Analysis of Leadership and Management in the Service Sector Report

This report analyzes leadership and management within the service sector, using Hilton Hotels & Resorts as a case study. It begins by defining leadership and management, exploring classical management theories and various leadership styles, including autocratic and laissez-faire, within the context of the service industry. The report details the significance of both hard skills (e.g., team dynamics, planning, problem-solving) and soft skills (e.g., communication, motivation, delegation) for managers and leaders in this sector, providing examples. It also examines internal and external factors influencing management styles and contrasts change management approaches between Hilton and Tesco. Furthermore, the report highlights future management and leadership skills required for the service sector, such as problem-solving, time management, motivation, and creativity. Finally, the report concludes by summarizing the key findings and offering a contrast and comparison of service industry change management and leadership.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1. Classical management theory with the context of service industry.......................................1
P2. Leaders role and different leadership style in the context of service industry......................2
P3. Management and leadership style in the service sector.........................................................2
LO2..................................................................................................................................................3
P4. Internal and external factors influencing the styles of management in related to service
industry........................................................................................................................................3
LO3..................................................................................................................................................4
P5. hard and soft skill of management and leadership with examples........................................4
P6. Future management and leadership skills that is being necessary in the service sector........5
LO4..................................................................................................................................................6
P7 Contrast and compare different service..................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Leadership and management are the most important functions of the company, leadership
is one of the function of management that helps in achieving the goals of an organization. Hilton
hotel and resorts is global brand in the hospitality industry having more than 570 hotels
worldwide in 85 countries. This report elaborates the study in context of service sector that
includes the role of leaders and the different style of leadership that are Autocratic style and
Laissez-Faire leadership. This report also explains the internal and external factors that influence
the style of management.
LO1
It is in PPT.
LO2
It is in Brochure.
LO3
P5. hard and soft skill of management and leadership with examples.
Hard skills of Management
Team dynamics
Team dynamics are the forces that influence the direction of manager in behaviour of
team and its performance for this the manager of Hilton needs to evaluate the team and address
their problems with the attitude of resolving. At the same their roles and responsibilities should
be clearly define and always pay attention to the team. With these skills they can handle the team
in effective way.
Planning
From the management part of the hotel industry it is very necessary plan the things before
so that they can give the best stay to the guest and make the stay memorable at the same they
need to discuss it with the team so that they can execute the plan.
Problem solving
As the Hilton group is very big it is very common that the problems and disputes can be
arise at any time so they must be having the approach to resolve the problem and it may be arise
from the guest also so they always try to resolve the problem as soon as possible.
Soft skills of Leadership
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Communication and motivation skills:
Communication and motivation skills are those that is being very helpful for the leaders
of the Hilton hotel and resorts that enables them to motivate the employees towards their work so
that they can utilise their full potential and for this leaders must posses the soft communications
skills as they are the leaders of service they always having the politeness in their communication.
Delegation:
As the leaders can not do the whole working of an organisation as own so there is need of
delegation of work that reduces his work and make the work managed (Bush, Bell and
Middlewood, 2019).
Giving and receiving feedback
It is very important for the leaders to address the feedback that is being received from the
guest s as well as the employees of the company at the same they also need to give the feedback
that may be positive or negative regarding the working of the company (Dhar, 2016).
P6. Future management and leadership skills that is being necessary in the service sector.
Communication, problem solving, leadership and time management is five types of management
skills that required in hospitality sector. For future growth and business success Hilton hotel
manager is using effective problem solving and time management skills that is quite beneficial
for them. Problems resolving abilities help manager to solve any arise issue which impact
negatively on company profitability (Dong and et.al., 2015). As it contribute to gain better
outcomes and enhance workers performance much better than before. This management skills is
very important for hospitality sector as they can be able to find out the best solutions and satisfy
customers the most. Without any impediments' manager of Hilton hotel solve issues on time and
effectively which is one of the most essential thing. With the help of these abilities' manager
solve any issues in the future (Gopee and Galloway, 2017).
On the other hand leadership skills also give many benefits to company and increase their
workers productivity as well as business. Motivation and Creativity is one of the most useful
and appropriate leadership skills necessary in hospitality sector. In future if Hilton face problems
in business motivation and innovative skills help a lot. With the help of creative ability leader
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serve its best and make some innovations in existing product. Motivation skills inspire people to
work hard and perform better than before (Jiang, Chuang and Chiao, 2015).
LO4
P7 Contrast and compare different service
Contrast between Hilton Hotel and TESCO change management program and leadership
in implementing change-
Hilton hotel is working under hospitality sector in its working style is quite different from
other industry like retail sector (Psomas and Jaca,2016). For example, when management make
some changes in workers timing as they divided team in two shifts it makes difficulties for staff
members. People feel disappointed and unsatisfied within these changes as it impact on
employees' performance and decrease its working efficiency. But Hilton hotel manager and
leader motivate staff and help to make people comfortable within such modification effectively.
After getting the benefits of time shifting all workers get agreed for this plan and support
management to make changes according to decided strategy (Thorpe, 2016).
But on the other hand in TESCO company its workers does not give their approval for
dividing working hours in two shifts. They express their negative feeling towards changes and it
will create the most difficult situation in company as high employee turn over. As compare to
Hilton, TESCO cannot gain positive outcomes they get failed and drop out the plan.
Comparison Hilton hotel and TESCO leadership and change management system in
implementing change-
Bases TESCO Hilton Hotel
Change management system TESCO management try to
implement plan in which they
decided to segment shifts into
two parts morning shift and
night shift, but they cannot
succeed in this plan at last they
have to drop it out (Wu and
Chen, 2015).
But on the other side Hilton
hotel manager effectively
divided shift and convene all
staff members to run it's
successfully.
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Leadership Leader of company cannot be
able to convince people for
adopting this plan in business
effectively as compare to
Hilton hotel performing under
hospitality sector.
As compare to TESCO
leadership style, Hilton
leadership style is much
effective and useful which
gives employees great
satisfaction services that is
quite beneficial for overall
business growth. They
convince workers to feel
comfortable within shift
changes (Wu and Chen,
2015).
CONCLUSION
From the above report it has been summarized about the different classical theories that
includes scientific management theory, administrative theory. This report explains the role of
leader and the role of manager in the context of service industry and also review the management
and leadership style that is being adopted by the management of Hilton hotel and resorts. This
report explains the different factors of internal and external environment of the industry. This
report shows the hard and soft skills of management and leaders that are decision making.
Communication, delegation, planning, problem solving etc. and also discuss the different service
industry in change management.
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REFERENCES
Books and Journals
Bush, T., Bell, L. and Middlewood, D. eds., 2019. Principles of Educational Leadership &
Management. SAGE Publications Limited.
Dhar, R.L., 2016. Ethical leadership and its impact on service innovative behavior: The role of
LMX and job autonomy. Tourism Management. 57. pp.139-148.
Dong, Y., and et.al., 2015. Fostering employee service creativity: Joint effects of customer
empowering behaviors and supervisory empowering leadership. Journal of Applied
Psychology. 100(5). p.1364.
Gopee, N. and Galloway, J., 2017. Leadership and management in healthcare. Sage.
Harrison, B.T., 2018. Revaluing leadership and service in educational management. In Vision
and Values in Managing Education (pp. 8-20). Routledge.
Jiang, K., Chuang, C.H. and Chiao, Y.C., 2015. Developing collective customer knowledge and
service climate: The interaction between service-oriented high-performance work
systems and service leadership. Journal of Applied Psychology. 100(4),.p.1089.
Klinga, C., and et.al., 2016. Co-leadership–a management solution for integrated health and
social care. International journal of integrated care. 16(2).
Noe, R.A., and et.al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Psomas, E.L. and Jaca, C., 2016. The impact of total quality management on service company
performance: evidence from Spain. International Journal of Quality & Reliability
Management. 33(3). pp.380-398.
Thorpe, R., 2016. Gower handbook of leadership and management development. CRC Press.
Varghese, F.P., and et.al., 2017. Transformational leadership and Asian Indian values: Duty,
selfless service, and nonviolence. The Counseling Psychologist. 45(6). pp.810-829.
Wu, C.M. and Chen, T.J., 2015. Psychological contract fulfillment in the hotel workplace:
empowering leadership, knowledge exchange, and service performance. International
Journal of Hospitality Management. 48. pp.27-38.
(Psomas and Jaca, 2016)(Dong and et.al., 2015)(Jiang, Chuang and Chiao, 2015)(Noe and et.al.,
2017)(Bush, Bell and Middlewood, 2019)(Klinga and et.al., 2016)(Wu and Chen, 2015)
(Thorpe, 2016)(Gopee and Galloway, 2017)(Harrison, 2018)(Dhar, 2016)(Varghese and
et.al., 2017)
Online
4 Management Styles to Strive For, And 4 to Avoid. 2019. [online]. Available through
<https://blog.hubspot.com/marketing/management-styles>
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