Leadership and Management Styles at Babington House Hotel Report

This report delves into the crucial aspects of leadership and management within the service industry, using the Babington House hotel as a central case study. The report begins by exploring classical management theories, such as scientific, bureaucratic, and administrative management, and their practical applications within a service context. It then examines the roles of leaders and various leadership styles, including autocratic, democratic, and laissez-faire approaches, analyzing their effectiveness in motivating and managing teams. The study further investigates specific management and leadership styles employed by service sector organizations, such as persuasive and collaborative approaches, and their impact on employee performance and organizational success. The report also scrutinizes internal and external factors that influence management styles and structures, including technology, human resources, organizational culture, cross-cultural activities, and legal considerations. Finally, it assesses the 'hard' and 'soft' skills essential for effective management and leadership in the service sector, supported by examples from the case study, providing a comprehensive overview of best practices and challenges in the field.

Leadership and
Management for Service
Industries

INTRODUCTION
The service industry is primarily concerned with the leaders and managers to achieve
the effective leadership and management aspects for the business. The effective leadership
and management style helps in improving the productivity of the personnel and delivers long
term growth for the organization. The concept of the leadership and management is very wide
for every industry. The term management deals with the people behavior and attitude are
highly unpredictable. The term leadership is a procedure in which person attempts to
influence another to accomplish goal or objectives (Al-Husseini and et.al., 2018). It also
influences the performance of the organization. In the context of the hospitality and service
industry there must be the suitable participation of the leaders and managers to lead and
motivate the team effectively to earn massive profitability. The hospitality and service
industry includes numerous services of food and drink, lodging, transportation the project is
based on the Babington house established in 1705. It is located in the village of Babington
between the Radstock and Frome. In 1988 it was converted in the hotel and club for weeding
venue. Later on, the property was sold to Joan Elcode. The report is based on various
management and leadership style and impacts adopted by the hotel. It also discusses the
internal and external factors influencing the management style & structure of the hotel.
TASK 1
P1 Different classical management theories & apply these in a service Industry
In 19th century, classical management theories established and too successfully followed
by the numerous organizations in preliminary of the 20th century. The Classical management
theories are supportive to preserve the administrative circumstances which is also useful for
analyzing the internal and external environmental factor to have sustainability at the entire
market place. This theory providing a precise knowledge which makes robust the business
situation and obliging to increase further achievement. There are several sorts of classical
management theories measured by the Babington Hotel which is discussed as-
 Scientific management theory - This theory was established by the Frederick Taylor in
which it studies on work performance of Babington Hotel. The Taylor took the money
as main feature which shaped the collaboration among the employees and employers by
emerging teamwork. The theory is primarily anxious about the scientific, statistical,

mathematical and operational practices in respect of hotel to improve their efficiency
level effectively. The Scientific management theory is anxious about the arranging the
commercial interest over the personal interest which can benefit in gaining large income
and returns. This theory is helpful for the Babington Hotel which maintains the
standards the execution of the work is done effectively by the managers such as
recruitments, selection, housekeeping, etc. It conducts the strategic hiring process to
capture the talented employees. It also states that forcing employees or work won’t
deliver the better results as this theory focuses on the productivity & efficiency of work
done by the employees (Ali and et.al., 2021).
 Bureaucratic management theory - This theory was introduced by the Max Weber
focusing on rational decision making by implying the organization characteristics of
rules, procedures, and involves the hierarchy of authority, responsibility and
relationship. The importance of the bureaucracy helps in achieving the organizational
goals in determined time period. The satisfaction level of the employees is improved by
maintaining the competencies in the hierarchical structure. In the context of the
Babington hotel, it is very helpful in improving the satisfaction level of the employees
as specialized task is assigned which are obligatory to follow the rules and regulations in
order to regulate the behavior of the employees and adopts the best practices to achieve
the goals.
 Administrative management theory- This model was developed by the Henri Fayol
who is recognized as the father of the modern management. In its theory it stated the 14
principles of management. These principles were castoff to accomplish the organization
advantage of planning, decision making, and procedure management. This theory
benefits in growing the efficiency and shortens the decision of the managers and
stimulates the employees for increasing the sales, profit. The Babington hotel
formulated the theory to emphasis on flow of detailed information’s and maintaining the
business operations. This is adopted by the managers and leaders in the hotel to keep
working effective as the work is divided among the employees equally and delegating
authority and responsibility for the assigned task (Brock and et.al., 2019).
P2 Role of the leader & different leadership styles in a service sector industry context
The leader is just like the manager gets the work completed by the employees. The
leader is the important factor in the role of motivation the personnel by using communication
and leadership skills. The role of the leader is to maintain the communication in the

organization and formulates the purpose and objectives. The leader has decisive role to
ensure the talent of their team so that supervision can be provided to achieve the goal. The
role of leader helps in devolving the cooperation among the subordinates and superiors. In
context to the hotel the leader helps in formulating the strategies for future growth. It listens
the subordinates properly before taking any decision. The Babington hotel is concerned with
the leaders and leadership styles such as- (Caruso, L., 2018).
 Autocratic- leadership style- It is also recognized as leader-centered style having
decision making authority and control with them by assuming full responsibility for all
the activities. The leaders make the unilateral decisions, dictate work methods, limit
worker knowledge about goals. This style is useful when the subordinates are not
interested to undertake responsibility. It is also useful when chain of command and
division of the work is clearly defined which is understood by the subordinates.
 Democratic leadership style- It is also refereed as participative style. In the style the
subordinates are consulted and their feedback is taken for decision making process.
There is an active involvement of the subordinates. The group members are stimulated
for taking initiative in setting the plans and policies and permits maximum participation
in decision making. This style is successful in context to the hotel when the staff is
experienced in their respective jobs and works independently without much feedback. It
helps in rise in productivity and ensures job satisfaction. It creates the confidence,
loyalty and cooperation among the workers which is essential in achieving
organizational goal (Chen and et.al., 2019).
 Laissez faire style- It is also called as Free-rein style which provides the complete
freedom and avoids giving feedback. The leader acts principally as a liaison between the
group and outside the elements. The subordinates are permitted to plan, organize and
develop their own techniques for accomplishment of goals within the laid down policies
and procedures. In context to the Babington hotel, it creates team spirit, and motivates
the workers towards the achievement.
In accordance to the discussion, it has been originated that all leadership style in Babington
hotel is adopted by the leaders. Basically, they adopt the democratic and Laissez style to
accomplish the objectives by enhancing the productivity (Crosby and et.al., 2018).

P3 Management & leadership styles in a specific service sector organization
The management and leadership style defines the manner in which manager works to
accomplish their goals and helps in growth of the service sector organization. The Babington
hotel implements several management styles which helps in fulfilling the organizational
sustainability in the market. The styles adopted by the hotel are-
 Persuasive management style- This management style primarily anxious about
preparation of strategies and measures which can benefit complete to create confidence
level of the personnel. The foremost advantage of this style is measured that staffs
receive each and every instruction of their leaders and managers so that they can
efficiently progress their performance level. The style has disadvantage of absence of
employee support and expansion as leads to one-way communication without having
feedback leads to misunderstanding and failure of the communication. The Babington
hotel consider this style when the leaders and managers want to encourage their
workforces and concocting sustainability as per the application of all the strategies (De
Waal, A.A., 2020).
 Collaborative management style – In this style the ideas are discussed on the open
forum created by the management before taking any decision. The staff is authorized to
take possession of consequences which mains to upsurge in engagement, modernization
and creativity. This management style mostly comprises those results which increase
further majority votes. The advantage of this style is staff feels trusted, valued and heard
by all management teams. It leads to open communication to resolve the conflict in the
workplace. The drawback of this style it is very time consuming and could be successful
in the condition when the workers are skilled, informed and well organized. This style is
used by the Babington hotel to have the active involvement of the employees in regards
to their opinions and ideas which improves efficiency and productivity of the
operations.
In context to the Babington hotel, it adopts some specific leadership style such as
democratic style helps in shaping the progress of employees by ensuring the great sense of
self-esteem among the workers. It delivers guidance and takes the suggestions in order to
improve policies, programs and enhancement of the members to perform efficiently (Guhr
and et.al., 2019).

TASK 2
P4 Investigate the internal & external factors that influence management styles &
structures in a selected service industry organization
The business has direct impact on the management and structure through internal and
external factors. It is obligatory for the Babington Hotel to consider internal and external
factor and examine their effect on the organization style and structure. The internal and
external factors are-
Internal Factors
 Technologies- The Convention of technologies and further software program
measured the essential part of the association. It is compulsory for the corporate to
consider advance technologies and modifications in technical factors. Babington hotel
concentrations on technologies so that it can make available laidback access of
material and IT facilities to their workers and also clients. Technology is well-
thought-out as the core factor of the hotel which delivers optimistic influence in the
employed of the hotel (Gurshchenkova, A., 2020).
 Human Resource- The human resource is likewise measured as the core fragment of
the organization. Babington Hotel is mainly anxious about their executives, leaders,
personnel and other work members. The HR articulates several strategies and
approaches which can support entire in progressing their performance. This hotel
mostly implements ordered organizational structure which can valuable to preserve
separately and each task scientifically.
 Effective culture - Each organization requires an active culture in which entirely the
workers can worth respectively and all personnel confidence system so that they can
act correctly with each other. Effective administrative culture supportive launches
effective communication between workers and administration so that there is fewer
chance of misunderstanding in communication. Babington Hotel successfully assumes
organizational and hierarchy culture in order to maintain each activity of workers. It
containing of values, attitudes and significances that employees have (Hihnala and
et.al., 2018).
External factors

 Cross cultural activities - This is well-thought-out as the external factor of the
organization which stimulus the performance of the personnel. Cross culture actions
can offer be opposing influence on the promotion of the firm so that it is measured the
core concern of the directors and leaders. Babington Hotel qualified their personnel so
that they can uphold virtuous relationship with their clients and customers which leads
to advance more purchaser gratification (Kaya and et.al., 2020).
 Legal consideration - It is required for the association to pay attention about
legislation and laws so that they can continue all the lawful deliberation efficiently.
Babington Hotel follows all these rules, regulations and legislature which helps in
protecting the confidential data of the hotel and offers a harmless protected
environment to individually and each member.
TASK 3
P5 Current management & leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples
There are various skills required by the manager and leader in the service sector to
maintain the employee performance. The skills are classified as hard skills and soft skills in
the terms of Management and leadership which is effectively utilized by the Babington hotel
in maintaining the criteria (Popkova and et.al., 2018).
Hard Skills
Hard skills display the active information and thoughtful of the workers mutually in
technical and non-technical terms. The hard skills are developed by the employees with the
help of effective training sessions, counseling and teaching.
 Computer skills - It is essential for each and every team member to recognize in
what way computer system must be operated. As the technologies has wide concept
and taking place in the economy which simplifies the performing of activities such as
online shopping, payments and many more. It is necessary for the Babington hotel to
acquire these skills in all employees.
 Management skills - This is actual important for all entities and group member in the
organization. The manager of Babington Hotel demeanor precise training meetings
for the workforces so that they can acquire management skills and apply these skills
to fulfill job requirements.

Soft skills
The individual personality is improved by having the soft skills as plays a prominent role
in the organisation. It also helps in influencing the customer and clients which leads to profit
maximisation.
 Communication skills- It has important role in the employee’s development and
meets physical and mental demands of the customers in the hospitality. Through the
communication skills employees are occupied with their clients which improves the
purchaser approval level. The Babington hotel acquire these skills which helps in the
improvement of the performance level.
 Decision-Making Skill -This skill is considered as the most essential soft skills with
is cooperative in the better decision making. The employees of Babington hotel
acquire this skill as it provides rationality in the decision which helps in reaching to
assumed goals and takes effective decision (Roberts and et.al., 2019).
P6 Future management & leadership skills required by the service sector & how these
can be achieved
There are several management and leadership skills are mandatory to Babington Hotel for
the forthcoming determination so that entire can successfully preserved their performance.
The skills which are developed for future purpose are-
 Innovations- This skill is added suitable since it can benefit to sustain the
innovativeness forthcoming in the hotel. Manager and leaders of Babington hotel adopts
groundbreaking product and services which supports in expand their marketing so that
they can receive long-term achievement in time of forthcoming. Executive can
demeanor tactical hiring procedure so that they can hire highly capable personnel which
provides several rewards in future.
 Stress management skills – This ability also comprise as chief obligation of entirely
the managers and leaders so that they can preserve efficiently is anxiety level and
unease of their squad members. Babington Hotel executives can demeanor stress
management program which can accommodating to preserve the stress level of their
personnel in order to perform well and also have vigorous contribution in the expansion
of the hotel. Executives also conducts get together, offers elastic employed hours,

additional refreshment periods to the workers so that they can achieve their
responsibility deprived of any burden which leads to optimistic results in span of future
(Samsir, S., 2018).
TASK 4
P7 Compare & contrast different service industry organizations change management
systems & leadership in implementing change
The change in the management is the process where organization changes its
structures, policies, operational methods, technologies to affect change within the
organization. It is about the reviewing and modifying the management structures and
business process. Lewin change management model on The Babington hotel and Dorchester
hotel.
This model projected by the Kurt Lewin involving the three stages of unfreezing,
changing & refreezing. It is considered as suitable mode in change process as various
circumstances of change are awareness towards the change, affecting towards new change,
receive the change and control the change in the organization.
 Unfreezing – It enhance the willingness & inclination of the workers about the change.
The workers of the hotel move from current relief zone to a precise transmute
Condition. The Babington hotel creates the awareness regarding the change to the staff
members by sharing positive impact so the it can be accepted effectively. It pays more
attention on the technologies. The Dorchester hotel conducts the meetings and session
to create awareness regarding the new change.
 Changing- It inspires the executions of the changes. the new change is accepted by the
employees and consider the importance in the Babington hotel. It entails the cautious
planning, appropriate communication, inspiring the involvement of the employees for
approving change. In the Dorchester hotel the change process is also followed but do
not leads to much effective as they are not comfortable to leave comfort zone so that
leaders and managers face some challenges (Worku, Y., 2019).
 Refreezing- The employees accept & adopting the innovative change and reflect the
modification as a fragment of their life. With the change the behavior is strengthening &
reinforcing towards the change by enhancing the support forthcoming in acceptance of
change. After the changing stage, Babington hotel personnel in conclusion accept the

technological changes but Dorchester hotel workers agree to take the change but their
opinion of understanding also exaggerated unfavorably and it style critical to
modification their performance as per the technical changes.
Contrasting in term of The Babington hotel and Dorchester hotel
The Babington hotel staffs can efficiently accept the alteration process and preserve the
modification administration process in a suitable manner. The Babington hotel is observing
onward to do approximately fluctuations in working environment so that all the staff
associates can successfully to their consistent task. It leads to the sustainability and maintains
the management and leadership of the hotel. Dorchester hotel is same widespread and luxury
hotel that offer high quality services to their clients and clients so that they can successfully
receive further profitability. Dorchester hotel staff members also efficiently accept
fluctuations as per the circumstances and also comprise change management process but in
contrast of the Babington hotel, the employees of Dorchester are less effective.
Conclusion
It has been concluded that efficient leadership and management is the main necessities
of the associations which offers the optimistic outcomes and likewise progress the talent of
the personnel. The hospitality and service industry are primarily anxious regards their role
and likewise usage detailed management and leadership skills which is supportive to
enhancement the efficiency of the operative associates.

References
Books and Journals