Leadership and Management for Service Industries: A Comparative Report

This report examines leadership and management practices within the service industry, using Crowne Plaza and Hilton Hotels as case studies. It explores change management systems, particularly the Lewin change management model, and contrasts task-oriented and relationship-oriented approaches to leadership. The report analyzes how these different approaches impact organizational change and employee relations, providing insights into effective leadership strategies for service-based organizations. It highlights the importance of leadership in guiding and motivating teams toward goal attainment and adapting to new practices, while also offering a comparative analysis of how these concepts are applied in different organizational contexts. The report concludes by emphasizing the significance of leaders and managers in providing guidance, support, and direction to the workforce, and references relevant literature on the topic.

Leadership and Management for
Service Industries

TABLE OF CONTENT
 Introduction
 Compare and contrast different service industry organizations
change management systems and leadership in implementing
change
 Conclusion
 References

INTRODUCTION
 Leadership simply refers to the influence and potential of a person
to guide and motivate individuals and team towards goal
attainment. In present report, Crowne Plaza is taken into
consideration which is a prominent hotel chain, headquarter in
UK. The report covers comparison between different
organizations of service sector in terms of change management
system.

COMPARE AND CONTRAST DIFFERENT SERVICE INDUSTRY ORGANIZATIONS
CHANGE MANAGEMENT SYSTEMS AND LEADERSHIP IN IMPLEMENTING CHANGE
 Change is important as it helps to bring new and innovative
practices at work place. By implementing changes, company can
improve its current working practices by facilitating latest
techniques of performing task effectively. For this purpose, a
model called Lewin change management is applied significantly
which is mentioned as under:

CONT..
 Unfreeze: It is the first and important step of change management
under which organization formulates effective ways for preparing
itself to accept changes. At this point of time, it is important to
maintain proper communication with employees in order to get
their consent for changes practices. Under this, managers of
respective company put efforts so that work force willingly accept
changes for moving out their comfort zone in a transformed
situation.

CONT..
 Change: After unfreezing changes, the next step is to implement
change within company for which managers & leaders require to
maintain proper communication with employees. They need to get
in touch with work force throughout the change process as it will
help in effective implementation of changes within company. It is
not an easy task to bring transformation but these difficulties can
be addressed by formulating appropriate strategies.

CONT..
 Refreeze: It is the last but crucial step under which managers put
efforts so that changes sustain in company. Under this step, main
focus is to retain employees with transformed work process for
which managers also provide appropriate motivation. It is the duty
of leaders & managers of Crowne plaza to make sure that
employees stay with change working practices and do not return
back to traditional approach.

CONT..
 Approaches of change management in Hilton Hotel in comparison
of Crowne plaza is given as under:
 Task Oriented approach: In this, some essential tasks are
identified and then managers put focus on these tasks so that set
goals can be attained within stipulated period of time. This
practice is followed by Hilton under where they identify task and
allocate it to members without giving them any training. However,
this approach helps in taking prompt decisions by maximizing
potential of employees significantly. On other side, this approach
is not viable in Crowne plaza.

CONT..
 Relationship oriented approach: Under this, main emphasis is on
relationship building with employees so that they perform well for
growth of company. In reference of Crowne Plaza, they believe in
maintaining long term relationships with staff members so they
make sure to provide job satisfaction to each and every employee.
However, this approach is not suitable for Hilton as they are not
able to build long term and effective relationship with staff
members.

CONCLUSION
 It is analyzed with above mentioned information that leaders and
managers are key person of organization as they provide necessary
guidance, support as well as direction to work force. There are
various theories of classical management which still holds crucial
value in the field of leadership and management.

REFRENCES
 Whaley, A. and Gillis, W.E., 2018. Leadership development
programs for health care middle managers: An exploration of the
top management team member perspective. Health care
management review, 43(1), pp.79-89.
 Novak, A., Breznik, K. and Natek, S., 2020. How leaders can
initiate knowledge management in organizations: Role of
leadership style in building knowledge infrastructure. Human
Systems Management, 39(1), pp.37-50.
 Sutrisno, T.F. and Ardyan, E., 2020. Achieving Organizational
Performance in Food Companies: The Critical Role of Leadership
and Continuous Improvement as Part of TQM
Practice. Calitatea, 21(177), pp.133-138.