Leadership and Management for Service Industry (Unit 5) Report

This report delves into the intricacies of leadership and management within the service industry, using the Rosewood London Hotel as a case study. It begins by assessing classical management theories like Scientific Management, Human Relations Theory, and Bureaucratic Theory, and their application within a service context. The report then explores the roles of leaders, different leadership styles (laissez-faire, autocratic, paternalistic, and participative), and the importance of skills such as self-awareness, communication, emotional intelligence, and team building. Furthermore, it investigates internal and external factors influencing management styles, reviews leadership and management practices at Rosewood London, and discusses future skills needed in the service sector, including change management systems. The report compares Rosewood London's practices with those of the Hilton Hotel, offering a comprehensive analysis of leadership and management strategies in the hospitality industry.

Leadership and
Management for
Service Industry
(Unit5)

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Assess different classical management theories and apply these in a service industry
context.........................................................................................................................................3
P2 Explain the role of the leader and different leadership styles in a service sector
organisation.................................................................................................................................4
P3 Review the management and leadership styles in a specific service sector organisation.....5
TASK- 2...........................................................................................................................................6
P4: Investigate the internal and external factors that influence management styles and
structures in a selected service industry organisation.................................................................6
TASK 3............................................................................................................................................8
P5 Assess current management and leadership ‘hard and soft’ skills providing evidence from
a specific service sector as example ...........................................................................................8
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved..................................................................................................................9
M3 Evaluate current and future management and leadership skills that are crucial for the
service sector.............................................................................................................................10
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed...................................................................................................10
Task 4.............................................................................................................................................11
P7:Compare and Contrast different service industry organisations change management
systems and leadership in implementing change......................................................................11
CONCLUSION .............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Leadership is an art of inspiring the group of employees to achieve the goals of an
organisation. It includes the direct workforce of the employer to attain the company's needs.
They take different techniques to convince their staff to achieve the goals of organisation (Aydin
and Özmutaf, 2020). Management is the process which helps in achieving the targets of
organisation. The process includes planning, organising, leading, motivating and controlling the
force to achieve the set targets of the firm (Venkatesh, 2020). This helps, firm to reach to
objective in more efficiently and effectively manner. Service industry is aM1 (1)n industry
which provides only services to there customers. They never deals with the goods. The reason
behind the growth in service industry is because of empowerment of machines in the process of
manufacturing of finished goods. The work of the services cannot be reduced by this, it can only
be easy and effective with the help of new technologies. Rosewood London is the chosen
organisation in this report, it is well known in hospitality services. It is a luxury 5 star hotel
situated in London. It was designed by C. Newman in 1912. It has 262 rooms which were
distributed on 7 floors. In this report, it will be discussing about the hotel's management and
leadership skills and theories of management which are using by them. Further, what are the
internal and external factors, what are the hard and soft skills which is using by company and
lastly comparison between Rosewood and Hilton Hotel .
TASK 1
P1 Assess different classical management theories and apply these in a service industry context.
For smooth working of organisation management plays an important role ijn making the
work more efficiently and makes them easily to achieve there set objectives (Sousa and Rocha,
2019). Management theories are made to analysis how supervisors made the strategies to attain
the organisational goals. It helps in increasing productivity and make it simple to make decisions
and many more. There are the following theories of management which are as follows: Scientific Theory by Frederick W. Taylor: Taylor has a thought that the employer must
give the rewards to there employees for increasing the productivity of the organisation
rather then scolding the on their minor mistakes. This principle aim is to secure the
productive of their workforce which helps the organisation to attain their targets.
Rosewood London Hotel focus on completing the tasks because workforce is aware that

they will be rewarded for their extra efforts. The organisation must be given extra
increment for improving the productivity of organisation.
Principles: The Four major principles as given below:
 This helps in determining the best way of doing the job.
 A clear division of tasks and responsibilities are given.
 The employees get high pay for their higher performance.
 The hierarchy of authority and strict surveillance of workforce.
Human Relations Theory by Elton Mayo: It believes that the workers are not always
motivated with money but also they should focus on giving treating them better and enjoys
interacting with superior and subordinates. The workers are motivated by fulfilling their social
needs, better communication between the worker and employer and many more. Rosewood
London Hotel use this management theory in the organisation, which helps them in motivating
their employees to increase their efficiency of work. Administrative theory by Henri Fayol: It is believed by the Fayol that the organisation
must follow their practices in order to drive predictability and efficiency in the company.
It helps the managers to coordinate the internal activities of the firm. The chosen
organisation can also adopt this theory as it is used in order to motivate their workforce
towards attaining the common goals of the firm in an effective manner.
Principles of Henri Fayol is given below:
 Division of work
 Authority and responsibility
 Discipline
 Unity of Command
 Unity of Direction
 Subordination of Individual interest
 Remuneration Centralization
 Scalar chain
 Order
 Equity
 Stability

 Initiative Esprit de Corps. Bureaucratic Theory: This theory says that the company must provide the organisational
structural and the clear rules which helps them in their smooth working. The authority
must be specified so that there is the proper channels to solve the issues faced by the
employees.
Principles of Bureaucratic theory are
 Job Specification
 Authority hierarchy
 Formal selection Behaviour Theory: This theory means the leaders and managers must analysis the needs
and wants of the customers for improving the performance of their work (Srivastava and
Jain, 2017). Rosewood London Hotel also manages the team to look after the needs and
wants of their customers and provide the motivation to their staffs for providing the same.
Principles: The main principle of this theory is to emphasizes on the changes in environment so
that they can develop their behaviour in order to work according to the wants of the society.
P2 What is the role of the leaders and explain the different leadership styles in a service sector
organisation.
Leader are the individuals which guides and leads the workforce in an organisation.
They guide their employees for optimum utilization of their energy. Rosewood London Hotel's
leader also provide the guidelines for their workers so that it will be easy for them to work upon
the given tasks.
Role of a leader: Primary, leaders motivate their subordinates so that they can increase
the efficiency of the organisation which further helps them in attaining their personal goals.
Leader gives the direction to their subordinate workers, which helps them in clearing their views.
They develop the strategies in which the workforce has to do their assigned tasks. Leaders
provide supports to their employees and try to remove the gap between the employers and
employees. Leaders distribute the work between the employees and give them according to the
efficiency of them (Reichard and et. al., 2017). The leaders of Rosewood Hotel plays an important
role in order to attain the common goals of the organisation as they use to organise the team
members and keep an eye on them so that they can work properly in the company.

Leadership styles:
 laissez-faire: It is the French term which means “leave alone”. In other words it can says
the organisation must leave the leaders at their own. They must be free from the
unreasonable boundations (Wesley and et. al., 2017). In literal senses it means “let you
do”, there must be less involvement of the superior. This empowers the employees to
make decisions with respect of their work.
 Autocratic: It is also known as authoritative style of leadership. In this the individuals get
a favour in making decisions. In this leadership the leader individually control the whole
group. It is beneficial for small or weaker groups, it is great for those places where the
strong pressure is more required. It helps the workforce to improve their ability and
execute their work in a better way. In this the command of the leader is strongly focused
by the workers. Their clear separation between the leaders and team members. In this the
work of their employees becomes more rigid and highly structural (Chiarini and Vagnoni,
2016).
 Paternalistic leadership skills: It is also called as Benevolence style of leadership. This
refers to an style where the supervisor acts as an parent and take care of their
subordinates like a parent. They put complete concern on their workforce which helps
them in achieving their trust and loyalty of their customers and the workers as well . Participative leadership skills: This skill is also called as Democratic Leadership Skill. It
is the style when all the workers participate together in the organisation to conclude in a
decision . This helps the firm to encourage their workforce to involve in every activity of
the firm. Rosewood London Hotel, also follows this skill, which helps them to join hands
and work together. This helps the firm in sharing information with all their forces,
includes sharing of new ideas which aids in improving their working culture and other
goals. In the leaders use to summarize the ideas for the group and helps them to share the
other relevant information. This helps the group to conclude on the best decision for the
organisation.
Management skills assessment: Greater self awareness skills: When the organisation uses different techniques in order to
motivate their employees which helps them to make them self aware about their own
skills so that they can use them to do their work in more effective manner.

 Good listening and communication skills: The proper management leads of the employee
leads to maintain more healthy relations between employers and employees. Emotional intelligence skills: the employees must develop such strategies which helps
them to develop their emotional intelligence which helps to do their assigned tasks in
more effective manner.
 Team building and ability to delegate task: the proper management of the skills of their
employees leads to work together to attain the common goals of the company and this
helps to delegate their works to the other individual. The functioning of the company will
be more smoothing when all the staff work together to attain the common goals of the
organisations.
With the context to the chosen company, the management department employees must
possess these skills as they can use it in order to complete their task in an effective
manner. This also helps them in giving a productive work which will be beneficial for the
organisation as well as for the workforce.
P3 Review the management and leadership styles in a specific service sector organisation.
The selected organisation is Rosewood London Hotel that is offering accommodation
services, food facilities, 24 hours currency exchange, Airlines reservations and confirmation to
their customers. With respect to the present scenario of the market, most of the firms are
performing their work to achieve the world wide goodwill of the organisation. They use to
change their strategies and policies to deal with the day to day changes in the internal and
external factors of the enterprise (Carter, 2020). In this context the organisation's leadership and
management skills plays an important role in achieving the set targets of firm. It must help the
enterprise to complete their work in the better manner. This helps the firm in knowing the needs
and wants of their customers so that it will be helpful for them to achieve the satisfaction of their
customers. In this management also plays their role in giving the better options to which helps
the company in improving their policy to work in service sector industry. The managers and
leaders must work as specified to perform their task in organised manner. To look at the
leadership style the firm use to follow Participative leadership style which helps the organisation
to achieve there set goals. This helps the firm to remove the difference between subordinate and
superior. The department also noticed that many a times decisions are delayed due to the
complex structure of firm.

Company uses the management style to ensure that they achieve the task and optimum
utilisation of resources so that there will be no loss of resources. In analysing the present
scenario the organisation seems less individual for the long run. As to sustain the employees the
organisation uses Maslow motivational theories for being on the market by enhancing the skills
of employees. While using this theory the organisation uses to motivate their employees which
helps them in full filling their personal needs as well as the organisational targets.
The chosen organisation is adopted the participatory leadership style as it is beneficial for
the firm. This helps in giving an opportunity to every employee to give their opions into the
decision process.
TASK- 2
P4: Investigate the internal and external factors that influence management styles and structures
in a selected service industry organisation.
An organisation performs in a competitive market which is a difficult task for the
business organisations to maintain their profits and revenues in a the market so, it become
necessary for them to adopt a right style and structure for completing all tasks and management
in a organised manner (Chan and Teng, 2017) . Top authorities which are responsible for
management of the five star hotel named Rosewood which is headquartered at London, U.K by
analysing its internal and external factors they are as follows:
Internal factors:
 Structure of the organisation: An organisational structure is a system which determines
how certain activities are directed and ordered to achieve the goals and targets of an
organisation (Popkova and Sergi, 2018). Structure of a company represents how a
business organisation is shaped and work. To become a successful organisation in a
competitive market various kind of structures are adopted by the companies according to
size and conditions of the company. In context with a five star hotel Rosewood adopt
functional structure. It consists of activities such as cooperation, coordination,
supervision and task allocation. Rosewood hotel has adopted this approach as it is
successful in organizing the operational efficiency where company has achieved its
overall level and employees are committed towards achieving goals. This helps the firm
to analysis their position in the market.

 Culture of the organisation: Organisational structure tells about personality of the
organisation. Concept of culture is adopted to manage functions of the organisation. A
good company culture gave importance to company culture and positive impact on
employees. A strong company culture attracts the right candidates for the job which
increases the productivity of the company. Participatory work culture has been adopted
by the Rosewood hotel under which the individuals do not act only as customers but also
work as contributors.
 Employee engagement and commitment: Employee engagement and organisational
commitment are two important factors which affect the company. Employee engagement
means relationship between employee and company and organisational commitment
means involvement of employee with the business organisation. Both are the important
external factors of the company (Mohammed, N. and Kamalanabhan, T.J., 2019). In
context with hotel Rosewood they are performing various activities of employee
engagement at work place which help the employees in improving their performance.
External Factor
 Managing diverse talent-Organisations have now included the diversification in the
organisations and realised its importance. As people came from different cultures and
diversity in workplace ensures retention of diverse talent and foster the culture of an
organisation. In context with Rosewood hotel it is associated with diverse workforce by
which workforce contributed more value (Minocha, S. and Hristov, D., 2018).
 Globalisation- Globalisation means when the organisation expands it business over the
seas. It is a major factor that influence the business. It is a process of interaction among
people and companies at global level. In context with Rosewood, they are working at
various locations, it state that they are following all the rules and regulations of
concerned location(Dutta, 2021) .
 Digital and Innovative Disruption- Development in digital technology offers new
opportunities to the business to grow. Innovation also plays an major role in the
development of the working of the organisation. This leads to the growth and sustainable
long run stability of the firm in marketplace. Now a days functions of the companies
implement techniques and innovation in their organisations. In context with Rosewood
hotel, they are using various advance technology like acceptance of booking online,

online food order and many more which leads to the increase in the profitability of
organisation. This helps the Rosewood's to enhance their quality of services so that they
can satisfy their customer by their services.
TASK 3
P5 Assess current management and leadership ‘hard and soft’ skills providing evidence from a
specific service sector as example
Skills of employees plays an important role in achieving organisational targets and
objectives. Managers and leaders both should have relevant skills of management and leadership
so that they can manage all the resources of organisation and complete the work to be done by
others. Some skills required by Rosewood London are explained in detail, which are given
below: Communication- For expressing ideas and sharing information at various levels,
communication plays an important role. It is the responsibility of managers to build
relationship by communicating them in both verbal and written form. Managers of hotel
are the front face of hotel in front of public. They are responsible for do the settlement of
any disputes, all operations etc. Mangers of Rosewood have excellent communication
skills as they are presenting themselves in sensitive and professional manner (Harrison
and Grodeck, 2020). Team Building- Team means to do the work collectively, so that the employees of
organisation can improve their work performance and helps the organisation to achieve
their desired goals and objectives. Also it is not possible to do the complete work by a
single employee. For serving best services, it is necessary to build a team of cooperative
employees (Shannon, N. and Frischherz, B., 2020). In Rosewood hotel, there managers
are capable in building team to solve any conflict and to provide best services to their
guest. Their managers are team players which help the organisation to accomplish their
targets. Flexibility- Flexible means to shape ourself according to the situation or condition.
Flexibility is one of the important skill of manager as managers have to analyse the
conditions and make decisions according to them so that they can do work continuously.

According to the changes in environment and any other factors, it is necessary for
mangers to take decisions according to them. It is compulsory to bring flexibility in their
decision making nature (Chou, S., Chen, C.W. and Kuo, Y.T., 2018). Managers of
Rosewood are too flexible in nature, they take frequent decisions according to the
changes in the factors affecting them..
Leadership skills: Innovation- In simple words, Creating something new is known as innovation. It is
important for every organisation to maintain the interest of customers by doing something
new in the market. By adding new ideas in any business, they can attract the customer. It
is a skill of leadership as for a good leader, he or she should have innovative mind so that
they can do innovations on time according to the requirement of customer and
organisation. Creative thinking is one of the major skill which is required in any leader in
any organisation. Innovation leads to introduce something new to beat the competition.
Leaders of Rosewood are good inventor which result working staff with new technology. Inspirational leadership- It means to inspire the employees or team members towards
the work. Leaders help to establish a leadership relation between the work and
employees. For achieving organisational goals, it is necessary to inspire workforce
towards organisation and work, so that they can give their best performance. Because of
this skill of leadership. Leader is able to motivate their employees towards work. It is
another skill which the leaders of Rosewood have. Leaders make relationship between
work and workforce which inspire the employees towards their work. This skill of
leaders, makes feel motivated to employees and they will do their best.
 Trustworthy- It refers to a person, who should be honest and employees can do trust on
them easily. As employees have to follow all the decisions and orders made by leaders,
so it is necessary that the leader should be trustworthy so that employees can do trust on
their leader. orders or instructions of leaders are to be followed by a large number of
employees. Leaders of Rosewood establish a relation of trust between themselves and
employees. As leaders provide new techniques and ideas to employees for performing
their task, which can be risky for them. But they have to do the same by doing trust on
their leader.

From the study of above skills, it can be said that Rosewood is putting more focus on soft skills
as compared to hard skills because in service sector it is necessary to be self awareness, self
management, managing relations etc. are important skills.
P6 Discuss future management and leadership skills required by the service sector and how these
can be achieved
As technology is growing day by day, it leads to innovation of new resources and ideas,
which help all the employees of an organisation to do communication in a better way. It will
improve the skill set all over the world and every organisation have to adapt the changes also in
working method (Burnard and Paul, 2018). Here are some future management and leadership
skills required by the service sector: Transparency- It means not to hide some facts. It is necessary to make complete
transparency between employees and employer and not to hide any information
regarding the pay and appraisal of employees. Employees should know about their pay
scale that how much they are getting their pay and what will be the roles and
responsibilities for their job profile. Employer should also clear all the facts regarding
their pay and appraisal that how they can get appraisal and earn incentives. Also they
should know about the work which is done by the employees. By maintaining
transparency between employee and employer, they can work together with trust. Result-only work focus- In future managers have to follow Result-only work practices
(ROWE) as a part of work culture. Process of doing task and completing them will
become very easier by self moving instruments and many other new inventions.
Managers will have to focus on certain or specific skills of employees not on the process
of work as the employees have to do the work, if the employees are sklilled they will
definitely complete the assigned task(Lu and Weng, 2018). Managing The Future- Managers have to adopt new technologies of working and they
have to learn the functions of new gadgets i.e. AI and machine learning which helps the
organisation in presenting some new creativity and many successful business practices
and good working environment. Managers also have to learn working more
collaboratively, mobily etc. Emotional Intelligence- There are four main features of any leader and manager who are
emotional intelligence i.e. self management, self awareness, social awareness and

relationship management. It helps in building the relations more stronger which result in
achieving both personal as well as career goals. After a few years, it will become an
important part of the principles of business. Increase in emotional intelligence implies
that employees are self aware and knowledgeable (Blackwelder, J., 2018). It is cleared
through a report, that workers, who are emotionally intelligent are more successful in
their work profile as they have complete knowledge of work and their relation with others
will be too good which helps them in achieving organisational goals and making
personal relation.
 Diverse Team Management- Division of work result in the perfection of employees in
any specific field which result in providing good services to their customers. When
modes of doing operations will get change or update, then various teams of organisation
combine with various contractors, consultants etc. Managers will try to make work
environment non traditional it will result in the diversion of teams in the organisation
(Graham, F., 2020).
M3 Evaluate current and future management and leadership skills that are crucial for the service
sector
For the successful running of business organisation, it is necessary to have skilled
managers and leaders, so that they can help the organisation to achieve their objectives. A
manager should have the skills of good communication, team building, flexibility, operational
knowledge to manage the employees of organisation. And a leader should have the skills of
Innovation, transparency, trustworthy, Inspirational leadership etc. to lead the team of
employees. Every organisation have to do the operations according to the technologies available
in the market. In future, if Rosewood will make transparency, it will help the organisation to
create good relations among the employees and organisation itself. Also by following the
strategy of Result-only work practices as a part of work culture will result in the better
communication in all the branches of Rosewood . As it is important to have proper
communication and sharing of various important information to various branches of Rosewood
hotel. By managing the future, it means that, doing work by adopting new technologies i.e. AI
and machine learning, Rosewood can serve better to their guest, which helps in the generation of
revenue. Today, Rosewood is working well but, for surviving in future, it is necessary to make

new strategies and to develop more skills according to time and resources to maintain their
position n future.
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed
It is the responsibility of all leaders and managers to make their skills valuable according
to the changes in market, strategy, technologies etc. because it is necessary to develop skills
according to the changes otherwise it will become difficult to survive of any organisation in the
market. Adoption of changes and doing implements in the organisation is the process which
leads continue revenue generation (Jacobsen and Bøgh Andersen, 2017). Every time, customer
wants a new experience which can be unforgettable for them, hospitality industry can do it by
providing a new addition in the services which differentiate them from others. Definitely, it will
help the organisation in increase in revenue as well as it will make goodwill in the market. If any
changes occurs in any of factor, mangers and leaders have to generate their skills according to
that. Firstly mangers and leaders will identify the changes, which take place in the organisation.
After that they will determine the skills, which they have to develop to adopt the changes. And at
last, they develop the skills through scrutinizing the environment and according to the need of
employees.
If there is lack of proper communication, it will result in many facts which will not be
cleared between managers and employees. Lack of operational knowledge to managers will
result is poor performance of employees. Team Building help the employees to do work
collectively which gives a good performance of task assigned to them, if there will many
conflicts between the team members, it will gives bad impact on consumers. Lack of
transparency between employees and employer will result in arising many conflicts between
them, which result can be seen on the bad reviews and experience of consumers.
Task 4
P7:Compare and Contrast different service industry organisations change management systems
and leadership in implementing change
Lewin's Change Management Model:
It is the effective model which works for the managing the affairs of the company. There
are three stages which are as follows:

 Unfreeze: It is also called as the preparation for change. It helps in increasing the
employees communication skills which helps in explaining why it is necessary to change.
 Change: It is the second step where the change is implemented. Where the good
communication skills and employees uses their skills in order to attain their goals.
 Refreeze: at this stage the employees accept the changes in the organisation and back to
their daily routine. In this the supervisors make sure that their subordinates accepts all
changes.
Managers of Rosewood Hotel analyse all the factors of environment which are going to
take place in business organisation in near future. In order to remove the challenges, they
prepare their employees so that they can easily adopt the changes and at last they adopt
the changes without facing any issue.
There are four approaches of effective leadership which are as given below: Situational Approach: This approach was developed by Hersey and Blanchard in
1969.This approach states that various situations in an organisation makes the
requirement of various leadership. It provides the framework to leaders to understand the
situation and to make decisions according to them. Transformational: Under this approach, leaders motivate their team members to adopt
the changes. It can be because of environmental change, political change, technical
change.
 Task-Orientation Approach: Under this approach, leader make their leadership style
according to the task assigned to them. Their leadership style is totally depend on the
task.
Relationship-Orientation Approach: This approach states that the leaders will make the
decisions and decide about the leadership style according to the relations between the leaders and
team members.
Comparison between hotel Hilton and Rosewood
Effective Leadership
Approaches
Hotel Hilton Hotel Rosewood
Situational Approach It is important for an organisation to
adopt at least a type of leadership
approach which can handle every
situation (Le and Lei, 2018). There
are different leadership styles which
are adopted by the companies to
Different types of leadership
styles are adopted by the
companies according to
changing situations of the
company. Situational
influences constrain the leader

tackle different conditions.
Understanding different kinds of
leadership can help the leader to
achieve the goals. Hilton uses
laissez-faire faire leadership style in
which manager delegates its powers
to team members of the company.
to adapt an appropriate style of
leadership. They study
different types of situational
approach to tackle present and
changing conditions of the
company. In context with hotel
Rosewood have adopted
democratic type of leadership
in which leaders consider the
opinion of every team member.
Transformational Transformational leadership theory
is a theory in which leader works
with team to give guidelines about
change needed , creating a vision and
commitment towards the work.
Hilton hotel has also adopted the
intellectual stimulation which
describes about transformational
leaders ability to encourage.
In this type of leadership
style ,leaders
encourage ,motivate and
inspire the employees to create
change and innovate by which
an organisation can grow and
shape for the success. (Jauhari
and Kumar, 2017).
Effective Management
Approaches
Hotel Hilton Hotel Rosewood
Task-Orientation
Approach
Task-Orientation is a kind of
leadership approach in which leader
focuses on tasks that need to be
performed in order to achieve the
certain goals and motivate the team
members for their well being. In
context with hotel Hilton task
oriented approach is adopted by the
company in which leaders are less
concerned with catering employees
Task-Orientation approach is
organized around the
behavioural goal according to
inherent requirement of task
being performed by leaders of
the company (Jian-ji, 2017) .
In context with hotel
Rosewood task orientation
approach is adopted by the
organisation in which leaders

and are more concerned with finding
solution to meet specific goals. They
are also adopting task oriented
approach by making focus on tasks.
develop their teams and
relationship with their teams in
a more better way. In this task-
orientation approach is adopted
in more convienent manner.
this approach is used in
Rosewood hotel by making
various strategies focusing on
Task.
Relationship-Orientation
Approach
In relationship oriented approach of
leadership leaders are more focused
on developing the people and
relationship with the people within
their teams. The benefit of this
approach is that it builds a positive
environment in the company (Kaya,
B. and Karatepe, 2020) . In context
with hotel Hilton it has adopted this
approach however it is more
influenced by task-orientation
approach.
Relationship orientation
approach is that in which team
members are encouraged by
the leaders of the company. In
this leaders are more
relationship oriented and cares
about well being of the
employees. Additionally team
workers get more willingness
to work for productivity of the
company. In context with
Hotel Hilton this approach is
adopted by the leaders more
seriousness and have more
focus on supporting the
employees

CONCLUSION
From the above report, it is concluded that leadership gives an impact on the employees
of organisation to do the work in effective and efficient way. It motivate the employees to give
their best while doing work. As leaders and mangers are the representatives of any team in any
organisation. It is necessary to have relevant skills to influence others in such a way so that the
employees are ready to do the work which the leaders want to be done by them. Furthermore, it
is analysed that Rosewood (a five star hotel in United Kingdom) is following Participative
Leadership style in their organisation. This organisation has no communication gap. Also the
leaders and managers of Rosewood are meeting all the skills which are to be required in
leadership. Also, this report state the difference of approaches of leadership between Hilton and
Rosewood. It also state the future skills that the leaders and managers should develop in
themselves to adopt the changes in any factors influencing the organisation.

REFERENCES
Books and Journals
Aydin, İ. and Özmutaf, N.M., 2020. Distributed leadership in healthcare: Exploring its impacts
on technical quality. International Journal of Healthcare Management, pp.1-9.
Carter, K., 2020. Leadership Styles and Turnover Intention among Generation X and Y
Employees: A Predictive Study (Doctoral dissertation, Capella University).
Chang, J.H. and Teng, C.C., 2017. Intrinsic or extrinsic motivations for hospitality employees’
creativity: The moderating role of organization-level regulatory focus. International
Journal of Hospitality Management. 60. pp.133-141.
de Sousa Jabbour and et. al., 2018. When titans meet–Can industry 4.0 revolutionise the
environmentally-sustainable manufacturing wave? The role of critical success
factors. Technological Forecasting and Social Change. 132. pp.18-25.
Dutta, H., 2021. Human errors, organization culture, and leadership. In Process Safety
Management and Human Factors (pp. 269-275). Butterworth-Heinemann.
Gosling, J. and Grodecki, A., 2020. Competences for Responsible Management (and Leadership)
Education and Practice. The SAGE Handbook of Responsible Management Learning
and Education, p.245.
Harrison, C., Burnard, K. and Paul, S., 2018. Entrepreneurial leadership in a developing
economy: a skill-based analysis. Journal of Small Business and Enterprise
Development.
Ikramov and et. al., 2019. IMPROVEMENT OF LIGHT INDUSTRY ENTERPRISES AND
COMPETITIVENESS OF MANAGEMENT SYSTEM. In Управление
инновационными и инвестиционными процессами и изменениями в условиях
цифровой экономики (pp. 118-124).
Jacobsen, C.B. and Bøgh Andersen, L., 2017. Leading public service organizations: How to
obtain high employee self-efficacy and organizational performance. Public
Management Review. 19(2). pp.253-273.
Jauhari, H., Singh, S. and Kumar, M., 2017. How does transformational leadership influence
proactive customer service behavior of frontline service employees? Examining the
mediating roles of psychological empowerment and affective commitment. Journal of
Enterprise Information Management.
Jian-ji, Z.E.N.G., 2017. Transformational Leadership with Regarding to Organizational Trust
and Perceptions of Organizational Politics. Technoeconomics & Management Research,
p.07.
Kaya, B. and Karatepe, O.M., 2020. Does servant leadership better explain work engagement,
career satisfaction and adaptive performance than authentic leadership?. International
Journal of Contemporary Hospitality Management.
Le, P.B. and Lei, H., 2018. The mediating role of trust in stimulating the relationship between
transformational leadership and knowledge sharing processes. Journal of Knowledge
Management.
Lee, H.W., 2018. Linking leadership practices to performance of the US federal agencies:
Mediating roles of generic leadership functions. International Journal of Manpower.
Lu, H.P. and Weng, C.I., 2018. Smart manufacturing technology, market maturity analysis and
technology roadmap in the computer and electronic product manufacturing
industry. Technological Forecasting and Social Change. 133. pp.85-94.

Nawaz Khan and et. al., 2020. Influence of ethical leadership in managing human resources in
construction companies. Journal of Construction Engineering and
Management. 146(11). p.04020125.
Popkova, E.G. and Sergi, B.S., 2018. Will industry 4.0 and other innovations impact Russia’s
development?. In Exploring the future of Russia’s economy and markets. Emerald
Publishing Limited.
Razavi, S.H. and Ab Aziz, K., 2017. The dynamics between entrepreneurial orientation,
transformational leadership, and intrapreneurial intention in Iranian R&D
sector. International Journal of Entrepreneurial Behavior & Research.
Sousa, M.J. and Rocha, Á., 2019. Strategic knowledge management in the digital age: JBR
special issue editorial.
Srivastava, P. and Jain, S., 2017. A leadership framework for distributed self-organized scrum
teams. Team performance management: An international journal.
Venkatesh, A.N., 2020. Leadership 4.0: Leadership Strategies for Industry 4.0. Solid State
Technology. 63(6).
Wesley and et. al., 2017. The perceived importance of core soft skills between retailing and
tourism management students, faculty and businesses. Employee Relations.
Carmichael and et. al., 2017. Leadership and management development. Oxford University
Press.
Chiarini, A. and Vagnoni, E., 2016. Environmental sustainability in European public healthcare:
could it just be a matter of leadership?. Leadership in Health Services.
Reichard and et. al., 2017. Believing is becoming: The role of leader developmental efficacy in leader
self-development. Journal of Leadership & Organizational Studies, 24(2), pp.137-156.