Leadership, Management, and Talent in Service Sector Organizations

This report provides a comprehensive analysis of leadership and management within the service industries. It begins by highlighting the importance of talent management in service sector organizations, discussing how it attracts top talent, increases employee performance, improves business outcomes, and enhances client satisfaction. The report then explores classical management theories, such as Fayol's and Taylor's, and their impact on effective talent management. It further delves into the roles of leaders and various leadership styles, including democratic and autocratic approaches, while also examining the relationship between management and leadership styles in relation to organizational structure and culture. The report also addresses how changes in internal and external labor markets and the importance of talent management influence management and leadership styles. Furthermore, it covers common management roles, essential hard and soft skills for effective talent management, and a comparison of change management systems in FCTG and TUI. The report concludes with a critical evaluation of how change influences management and leadership, offering valuable insights for professionals and students alike.

LEADERSHIP AND MANAGEMENT
FOR SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................3
Talent management and its importance in service sector organisation........................................3
Different classical management theories and their impact on effective management of talent..4
Role of leader and different leadership style. .............................................................................5
Analysis of management and leadership style in relation with organisational structure and
culture..........................................................................................................................................6
How changes in internal and external labour market and importance of talent management
influences management and leadership styles.............................................................................7
Part 2................................................................................................................................................8
Most common management roles................................................................................................8
Hard and soft skill need for an effective talent of an management.............................................9
Compare and contrast of FCTG and TUI for change management system...............................10
Critical evaluation that change influence an management and leadership................................11
CONCLUSION..............................................................................................................................12
REFERENCES .............................................................................................................................13

INTRODUCTION
Leadership is the art of motivating employees or a group of individuals to act towards
achieving a common goal. Leader set goals for the organisation and motivates people in
organisation. Management makes corporate policies and perform functions like planning,
organising, controlling. Management makes various arrangements so that the task can be
performed by employees in desired manner (Lu, Laux and Antony, 2017). The report will
highlight the importance of talent management in organisation. The study also highlights
different classical theories and their impact on leadership styles. Further, the study will describe
different roles of leaders and types of leadership styles. Moreover, study will show internal and
external factors of labour market influences management and leadership styles.
PART 1
Talent management and its importance in service sector organisation.
Talent management is the process of identifying the vacant position, hiring the best
suitable person developing skills of the person to match the position and retain them to achieve
business objectives.
Importance of talent management in service sector organisation-
Attract top talent- Talent management Helps the FCTG in attracting top talents for the
company. As with talent management efficient and talented workers can be recruited by FCTG.
It helps in creating employers brand which assist in attracting top potential talents from the
market (Mesu, Sanders and Riemsdijk, 2015). As good employees are recruited by the
organisation they contrubutes to the improvement of the organisation performance and the
overall productivity of the company increases. Talented employees have innovative ideas that
help in improvement of the FCTG.
Increase employee performance- By the use of talent management it becomes easier for the
FCTG to identify that which employee is best suited for job and that can lead to less performance
management issues and grievances. It also guarantee that the top management within the
company stays longer.
Improve business performance- Talent management helps the company in incresing their
performance. As highly skilled employees are recruited by FCTG, they make their contribution
by their innovative ideas and skills which results in overall productivity of the firm. Skilled

employee works very well according to the objectives of the company and helps in achieving
business goal. They helps the business in making various strategies which could lead to higher
productivity (Pantouvakis and Patsiouras, 2016). Suggestions are been taken from such skilled
employees which helps the management in making new policies and framework for the
company.
Higher client satisfaction- By the talent management process skilled employees are higher by
the company. By their skills and working style they very well assist in satisfying clients. As
FCTG is am travel group so their are many queries of the clients and to deal with them is an
difficult task, so these talents which are been higher through talent management helps in
satisfying them in a very well manner, thus this impacts in improving overall productivity of
FCTG.
Different classical management theories and their impact on effective management of talent.
The classical perspective of management theory focuses on efficiency of employee and
improving overall productivity of organisation through quantitative methods.
Fayol's theory- Henri Fayol's management theory is a somple model which shows how
management interacts with personnel (Dhar, 2016). The management theory of Henry Fayol has
various principles which are as follows-
Division of work- According to this theory work must be divided among all members in the
group so that single employee not feel burden. This helps in increasing the productivity of the
organisation and assist in managing talents in FCTG.
Authority- As managers have authority to control and give orders to employees. This has an
negative impact as only leader have authority to make decision, And this impacts emoplyees of
FCTG in such a way that their ideas and views are nit listened by top authority, they feel less
valuable and managing them becomes more difficult.
Discipline- According to Fayol discipline must be maintained in organisation so that each task
can be completed on time. As when there will be proper discipline maintained in FCTG
employees becomes happy and give their best result and managing them would be easy
(Calabrese and Corbò, 2015).
Management theory of Frederick Taylor- Frederick Taylor was an invertor, engineer and
father of scientific management theory. According to Taylor rather than scolding the employees
for their mistakes they should be supported so that they feel motivated in the organisation.

Workers must be given rewards so their morale increases and they work with their full potential.
Taylor says that for keeping employees happy their needs must be fulfilled. Giving staff
recognition and rewards keeps them happy and managing talents in organisation becomes easy.
This impacts in a positive manner and assist FCTG in expanding the business. According to
author employees must be given respected and treated well in organisation so that they work
with their heart and performs well, thus this helps in increasing productivity of FCTG and
retaining employees for longer duration (Ma, Shek, and Li, 2016).
Role of leader and different leadership style.
There are various role which is performed by a leader such as-
Gaol setting- The main role of leader is that they helps setting goal for the FCTG. A good leader
analyse all the factors and set a desired goal for the company.
Vision- A good leader sets clear vision for the organisation. And communicates the vision in an
desired way so that it is easily understood by all the employees
Motivates employees- Being a leader it is their responsibility to motivate the workers of FCTG
so that they can work better and perform well in job. As different people are motivated by
different means like some prefer recognition for their work and some are motivated by monetary
rewards so leader motivates them according to their needs.
Different leadership styles-
Democratic leadership: Democratic leadership styles is also known as participative leadership.
In this style the ideas and suggestions from the workers are listened and after that decision is
made. So if this type of leadership style is followed by FCTG more desired result can be
achieved (Ma, Shek, and Li, 2016). The employees feel valued and a part of management and
this helps in increasing morale of workers and motivates them to do more work.
Autocratic leadership styles: In this type of leadership style all the decisions are made by single
individual. Employees are not included in decision making process and all decision is made by
leader only. This leadership style is not good as employees are nit included in decision making
and this results in this way that effective decision is not made and it also reduces the morale of
the employees. The working in this type of leadership style highly structured and very rigid.
Rules made by the employees are needed to be followed very strictly and this impacts in this way
that workers sometimes becomes frustrated and leaves the organisation (Manz and et.al., 2015).

So if autocratic leadership style is followed by the FCTG it will becomes very difficult to
control and manage the staff.
Analysis of management and leadership style in relation with organisational structure and
culture.
There are various types of management and leadership styles which are as follows-
Autocratic management style- In this type of leadership style managers take all the decisions
without the concerns of employees. This management style is not suitable for all types of
organisations. Employees are not in this type of leadership style and feels less valuable in the
company. This style of management can drive away employees of FCTG who are looking for
more ownership of decisions and more autonomy. In the times of crises where time is limited,
use of autocratic management is permissible but extended periods could lead to high turnover.
Democratic leadership style- As from the name is clear that democratic managers offers
employees an opportunity to engage in decision making (Ma, Shek, and Li, 2016). In this type
management style employees are involved in decision making process, any suggestion or plan if
employee wants to give to the management they can give and the management listens to their
advices. Main advantage of this management style to FCTG is that the communication between
the managers and employees is good and it helps in maintain g healthy relations in the
organisation. This style works best when there is very difficult to make an decision. However,
democracy does slows down decision making process of FCTG and could be inefficient some
times.
Laissez faire- This management style is complete opposite of autocracy, in this style employees
are allowed to make the majority of decisions with management providing guidance whenever
required. The manager in this case is considered mentor rather than a leader. This style of
management is good for start-ups, where risk taking is encouraged (Klimkeit and Reihlen, 2016).
The style which Would be best suitable to the FCTG is democratic management style as
the it is best suitable for organisation culture. As the company is an travels company so various
types of decisions are required to be taken, as all the decision can not be taken by a single
person. So for this reason this style fits best according to the structure and culture of FCTG.
Suggestions are taken from the employees which help in raising their morale and boosting their
motivation level, more output is generated by the FCTG because workers are satisfied by
management of organisation.

How changes in internal and external labour market and importance of talent management
influences management and leadership styles.
There are various changes in the internal and external market which influences the
current management and leadership styles. Internal factors such as organisational structure and
culture impacts the employees performance as any change is been made by the company it
becomes difficult for the employees to easily adopt the change so for this leaders have to make
changes in their leadership style (Klimkeit and Reihlen, 2016). The current management style
which is followed by FCTG is situational leadership so according to that leaders have to make
changes according to the current situation in the organisations. To deal with this situation leaders
provide various training and development programmes so that they can learn and work according
to new organisational culture.
External factors such as technical change, as the company is making technical changes
such as use of advance machines and new ways of working. As leaders are not self born leaders
so first leaders will study and analyse the new technical change which is been implemented and
after that when they are satisfied, they will communicates to their sub ordinates. As without
proper study leader can not implement any new change in the organisation (Wasono and Furinto,
2018). So this also impacts the leadership style, workers are not aware about the new changes so
for this leader will create awareness about the change which the organisation is going to make.
Several trainings are provided to employees so that they can learn and make use of advance
technologies. Other than this leaders make new policies and practices so that the technical
change can be properly implemented in the organisation.
Strength- The biggest strength of situational leadership style is that the leader change their style
according to the current situation in the organisation. it encourages successful collaboration
among team members. Adaptability is encouraged to fit properly in past, present and future
situations. It is more flexible approach to leadership (Campbell and et.al., 2016).
Weaknesses- This leadership style focuses more immediate needs rather than long term needs.
This type of leadership style not provide enough information for some leaders. In this leadership
style it can be challenging to define maturity. As according to situation style changes but every
time according to current situation leadership style can not be changed.

Part 2
Most common management roles
Management roles that involves an particular kinds of behaviour, action and conduct that
manager should demonstrate to an successful of the organisation.
Branch manager- is mainly responsible for the overseeing and coordinating an all
branch of an operations that include training, staff hiring and supervision. They with an
appropriate methods to raise an performance and productivity level so in order to achieve an
branch of financial target(Manz and et.al., 2015). It is responsible for creating, evaluating and
implementing the business of the branch plan by implementing and designing the financial
performance strategies, plan and other operational activities. Branch manager also plays an vital
role in hiring the new employees and providing training, supervision, mentoring and disciplining
an administrative staff. Where in order to increase an overall efficiency of an daily operation.
By assigning the task to the employees and monitoring and overseeing an administrative and the
financial task and keeping proper banking current regulation, procedure, policies & protocol that
make an employees ensure to follow. It also develop the relationship with community & other
enterprises, maintaining detail of an computerized record and keep on reporting of all branch
office activities and operations, including the workforce performance. Henceforth branch
manager plays an essential role in the success of the FCTG organisation(Lien and McLean,
2017).
Middle managers- Middle level manager that have an link between an top manager &
first line manager & one or two level of manager are below them. Middle manager that receive
an broad strategic of plan from an apex manager & than turn it into an operational blueprint that
with an particular program and objective to an first-line managers. Manager also support,
encourage and improve the talent of the employees in the organisation. Also play an essential
function for an middle managers by providing the leadership, by implementing the top manager
direction and helping first manager to support group & for effective report for both obstacles
and positive performances to meet an objective.(Hassi, 2019)
First line manager- Such manager are the entry level of an management, an individual
and the having the close relation with an employees. Managers directly responsible to make an
sure that the company plans and objective that are effectively implemented. Such manager is also
known as an assistant manager, foreman, shift manager, section chiefs and office managers. This

managers that are focused mainly exclusive on internal problems of company & are first that see
an issues with an operation of enterprises, such as poor quality of material, untrained labour, new
producers and machinery breakdown that reduce the production(Nallusamy, 2016). It is
important that the communicate continuously with an middle management.
Marketing manager- This manager are mainly focus on management and practical
application of an organisation for marketing operations. In the organisation marketing manager
are the in-charge of the companies entire activities of the marketing and therefore they handle
directing, formulating and coordinating an marketing activities, So that it influence the consumer
that to choose for an company's product over an competitors.
Hard and soft skill need for an effective talent of an management.
Hard skill are an training or technical knowledge that gained through an life experience,
that include an education or career. As job require an specific certain technical skill for an
industry.
Marketing campaign manager- It is an campaign managers that formulate & run an
marketing campaigns for services, products or events that target an other companies or
consumer. It usually work as an collaboration with an external agencies that to execute and
prepare campaign and measure to report on its effectiveness(Pahi and Ab Hamid, 2015).
Storage management- This management encompasses an processes and technologies of
the organisation that use to improve or maximize an performance of the data storage resources.
By keeping the eyes on the inventory storage of the company, the production activity can be
undertaken effectively. Hence an organisation feel an cons-tenet pressure expand its storage
capacity.
Network security- Information security is responsible for the protecting an computer
network of company or an government agency are from the cyber threats. Thus it maintain,
create and control of an security measures that have to make an sure the computer network that
are monitored and regulated(Laureani and Antony, 2018).
Statistical analysis- It is an component of an data analytics, which are in an context of an
business intelligence (BI). It involve in scrutinizing and collecting each information sample in set
of an items by which sample that can be drawn.
For every employee with hard skills there are various soft skills which are vital which can
increase the capability of an employee to perform various tasks. There are various soft skills

which is essential for HR in order to carry out its HR practices within the organisation. Some of
the main soft skills which is required by HR are mentioned below:
Self-awareness: HR has to be always self-aware which can help in developing a better
understanding their work and their relationship with others. Being self-aware also make a HR
proactive in every sense which can help in managing the human resource in an effective manner.
Communication skills: There are various medium of communication which HR has to
use and it includes both verbal and non-verbal(Bande and et.al., 2016). By developing this skills
HR can be able to use right medium of communication within the organisation.
Collaboration: This also one of the major soft skill which is required for being an
effective HR, being able to set collaboration among the employees and between different teams
can be an effective way of managing the human resource.
Conflict resolution: This skill is also very important soft skill for HR, if HR should be
able to manage the conflicts in workplace and settle the disputes.
Compare and contrast of FCTG and TUI for change management system.
Change management system of FTCG and TUI- The change management that takes care the
side of the people change. It does an little bit good to make an new company, implement new
technologies and design an new work procedure if want to leave the people behind. financial
success of changes that can be large dependent that how an individual of an company that
embrace an change as compare how well draw an company process or chart
diagrams(Benkenstein and et.al., 2017). It is an techniques and tools that to manage an people
side that changes to achieve that requires for an business outcomes. It is an systematic-al
management of the worker engagement & adoption, when the company changes regarding the
work be done. Ultimately it mainly focus on the employee to help and adopt, embrace and utilize
various changes in day to day work.
Implementation of change management system by leader-
Each organisation that deals with an different kinds of an change, principles of an
changes in management that are important that are similar across an board. Where it focus on the
problems mostly that are commonly encounter when it is implement an major IT development.
Same process are to be use to manage the changes in enterprises partnership alliances, processes
and actions that are dictated by an strategic planning or economic conditions.

Involvement- When an appropriate, try to describe the issues that require to addressed &
solicit internal feedback and input for an best implement of change. & when the changes requre
naturally through an particular expertise by selecting an new data or information analytics
service(Manz and et.al., 2015).
Communication- Any changes in the organisation may be communicated as soon as
possible and the benefits of the changes are to be fully explained. Create an benefit as personal
and tangible that is possible for the both workforce and enterprises as an whole. The leader
should listen the people and try to concern the changes and try to address them with an realistic
solutions. And if the people do not watch the objective of an changes, they actively resist.
Quality Control- Such change management that is easier, when an select an platform an
can be configured that suit an particular requirement of an company- whether it is an low-cost or
regional airline, huge business carrier or focus on cargo and passengers. Additional by selecting
the solution that can work seamlessly with an existing system that help to reduce an cost &
minimize an operational disruption(Lien and McLean, 2017).
Team support- Leader play an vital role to support the team when they need the support
and involve an enthusiastic for an early adopter that are better liked and are respected by an each
department that act an advocates for changes to support the co-worker during an rollout. And get
the feedback from the employees and try to solve the problem and support if it is needed. And
motivate the employees towards the goal of the organisation and build confident in an employee
for an effective work.
Critical evaluation that change influence an management and leadership
Critical evaluation affect on the management and the leader. As changes in the
technologies and to enormous large enterprises and huge corporation, Technology create an big
impact on the leadership. As on broad scale of technology that begin to allow an greater
governance and power without requiring an physical presence, technology that help to change an
traditional working of patterns.. Technology help the leader of the company that allows the
workers to work as remotely(Hassi, 2019). TUI with help of technology it uses the technological
for more better communication in the organisation and also help the leader to make appropriate
decision. People can work in time by using the technology & sharing the google docs while
working. Also it help the manager that can see progress of an people that making on
essential documents. Technology provide an more freedom that can bring an new challenges for

the manager. FCTG with the use of an technology It has an fine balance between the micro
managing work that can analytics and stats. With the help of technology it can improve its
effectiveness of the work by providing the proper information and guideline to the employees.
Manager can easily handle the employees through an good communication between the
employees and employers and can easily make the decision on the basis of proper
communication(Nallusamy, 2016). Technology tools that helps the monitor staff of an
engagement & the consumer satisfaction that helps the leader that far large hands with an live
information than before.
However, the structure of the company may affect the leader and management of the company.
If the company is not an proper structure than it affect the entire organization. It affects
the management of the company because of the unfair structure it is difficult to manage the
employees and create a problem and also while sharing the information, it will not get proper
communication among the employees within the organization, leader also find difficult to face
the unstructured way because leader find difficult to lead the team in proper way and also crate
an issue in decision-making(Pahi and Ab Hamid, 2015). FCTG use the good structure because of
which help the management for the better manage the thinks in proper way and can easily
monitor above all the activities of the members within the organization, which result increase the
productivity and probability of the organization. And also help the leader to take action on the
further activity of decision on the basis of proper structure.
CONCLUSION
From the above study it is concluded that leadership and management services plays an essential
role in the organisation to achieve the success of the company. This report conclude an talent
management is useful for the increment for the services of the organisation such as employee and
business performance. Also conclude the role of leader and its different style create a different
service to achive the organisational goal and decision making. Changes in Critical evolution that
affect an management and leader for an effective work. And technologies and structure use by
the organisation for the better performance or services of the company.

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