Leadership and Management: Service Industries Case Study Report

This report provides a comprehensive analysis of leadership and management principles within the service industry, using Little Bay Restaurant as a case study. The report begins with an introduction to management theories, exploring classical approaches and their application in a culturally diverse hospitality environment. It then delves into the roles of leaders and different leadership styles in talent management, specifically within the hospitality sector. The report reviews management and leadership styles within the organization, evaluating management theories and leadership styles in relation to organizational structure and culture. An investigation of internal and external factors influencing management styles and structures is also included, along with a critical analysis of specific management styles and their impact. The second part of the report focuses on current and future management and leadership skills required in the hospitality sector, particularly in a diverse cultural setting. It compares and contrasts change management systems and leadership approaches, analyzing how change management affects management and leadership skills and styles. The report concludes with a summary of findings and recommendations.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

Table of Contents
PART 1 ...........................................................................................................................................1
1) Introduction to the report........................................................................................................1
2) Different classical management theories and its application in culturally diverse hospitality
industry........................................................................................................................................1
3) Role of leader and different leadership styles in talent management of hospitality industry. 2
4) Review management and leadership style in the organisation...............................................3
5) Analysis and evaluation of management theories and leadership styles in relation with
structure and culture of the organisation.....................................................................................3
6) Investigation and analysis of internal factors and external factors that has impact on
influence on management styles and structure............................................................................3
7) Critical analysis of specific management styles that have influence......................................5
8) Conclusion of the report.........................................................................................................5
PART 2............................................................................................................................................5
1) Introduction to the report........................................................................................................5
2) Current management and leadership ‘hard’ and ‘soft’ skills..................................................6
3) Evaluation of current and future management and leadership skills required by the
hospitality sector comprising of people of different cultures......................................................7
4) Critical evaluation of management and leadership skills in the service sector ......................8
5) Comparison and contrast between different service industry organisations change
management systems and leadership in implementing change...................................................8
6) Analysis of how change management affects management and leadership skills and styles.9
7) Conclusion of the report.........................................................................................................9
REFRENCES.................................................................................................................................10

.......................................................................................................................................................11
PART 1
1) Introduction to the report
All organisation has its own management structure that helps in defining roles and
responsibilities of people working within an organisation. This style of leadership has been
adopted by organisations leaders for increasing efficiency of performance more effective.
Various theories of management are to be applied, as it is going to help in creating effectiveness
in management of employees and also activities of management. In the report organisation
which has been taken is little Bay restaurant, this is an UK based restaurant and gives various
options in its menu. It also take care of health of its customers by providing healthy options of
food. Also various classical management and leadership theory is explained.
2) Different classical management theories and its application in culturally diverse hospitality
industry
Management in organisations include lot of steps that involves planing, organising ,
directing and controlling which are to be managed by managers with efficiency. Managers
realised the fact that operations are to be managed by using of some specific principals. This is
going to help in increasing of profitability. Various classical theories are there for managers
which are known as management theories and are explained below Bird, R.C., 2016.
Scientific management: F.W. Taylor has given this theory of scientific management
which helps in analysation of job and redesigning for achievement of objectives in an efficient
manner. In order to maximize performance their are certain scientific principals which are
necessary to adopt. They are expressed below:
 designing of task must be scientific. Akhtar, P. and et. al., 2018.
 productivity of employees should be improved through training and competing capacity
should be analysed scientifically.
 scientific designing of jobs and workers should be put together so that two of them can be
matched.
 Cooperation should be raised among labour and management
Administrative theory: The given theory has been proposed by Henry Fayol, who has
explained in it 14 principles regarding management with the help of this, managers can run

business in efficient and effective manner Hamad, H., Elbeltagi, I. and El‐Gohary, H.,
2018Allen. Main objective of principal is to include division of labour, unity of command, scalar
chain, centralisation and decentralisation, remuneration to employees. These principles are to be
used effectively by the managers in all types of organisations.
In an hospitality industry the theory is going to play an crucial role as significance of
diversity among people working and customers nature has to be managed. Scientific planning
can help in designing job. It is also going to define work which has to be done on average basis.
Standardisation is going to help in facilitating establishment of various standards for task,
material, quality, working condition etc. This is going make hospitality industry allocate work as
per the capabilities of employees. This is going to lead towards improvement of services to its
customers whereas administrative theory of management employees of such industry can be
managed efficiently. This is going to influence styles of management and its structure in selected
organisations where employees have understanding of having command, payment done to them,
flow of communication can be determined. It is going to make employees working in an industry
comfortable within the workplace because of clear understanding over lot of aspects , W. T.,
2017.
3) Role of leader and different leadership styles in talent management of hospitality industry
Leadership styles are useful to leaders on the basis of characteristics of subordinates.
These styles are their for reflecting of power and behaviour which is possessed by leaders. It can
be autocratic, democratic and laissez-faire that influences subordinate working of an
organisation. Leadership styles is generally useful for the leaders in an hospitality industry to
manage talent. Fici, A., 2016.
 Autocratic style: In this style of leadership, a leader posses full power with them, they
do not allow anyone yo be part of decision making. The leaders decide all working and
ways for the employees which helps in performing of there work. Such leadership style is
effective only in relation to diversity among employees at workplace. As all employees is
going to be directed which is going to develop a feeling of equality among them.
 Democratic style: In this style of leadership all employees are allowed to take
participation in decision making process and it is done through providing of decision or
giving their advice and suggestion upon various issues faced by an organisation. With the

help of this style of leadership creativity of the employees are boosted which is going to
encourage and motivate them for longer period to do work.
In an hospitality industry a large force of work exist that is culturally diverse and to
manage them. Being there style of leadership has to be prevailed in the industry of hospitality
it is going to help in supervising of all employees and providing them guidance in constant
manner. This leads to focus of issues and concerns at work. These style of leadership may
sometimes provides stress which leads to innervation upon operations Tepe, M., 2016.
4) Review management and leadership style in the organisation
The style of management is used by Little Bay restaurant as its administration makes
employees motivated. It is because they have clear understanding from whom they have to take
orders and whom they have to answer to. It leads to reduction in conflicts and confusion. This
style of leadership is used by 'being there' that helps in increasing of stress over the employees
because they are monitored all the time and this is effective in hospitality industry. The leaders
of Little Bay restaurant also adopts democratic style of leadership which enables them in
allocation for making their employees responsible and increase their confident. Rohlin, S. Mand
Ross, A., 2016.
5) Analysis and evaluation of management theories and leadership styles in relation with
structure and culture of the organisation
Due to flat structure followed in Little Bay Restaurant direct contact of employees with
manager is enabled. Management of the company is enabled for conveying effectiveness in
employees which is required for changes to take place. Administrative style of management is
being used that enables it to manage their employees more effectively as it leads to effective flow
of communication and unity in command. As they are been using the democratic style of
leadership and being there style it has impact on the employees in a manner that as one
motivates them and the other put them in pressure. But combination of this facilitate them
towards improved in performances.

6) Investigation and analysis of internal factors and external factors that has impact on influence
on management styles and structure
In order to ensure success of its business. The most important thing for an organisation is
to understand impact of various internal and external factors upon it. This can effectively be done
by a organisation with the help of SWOT analysis and PEST analysis. The analysis of internal
factors in Little Bay restaurant can create an influence over management style and these are
explained below:
Diverse Human Resource: organisation consider their employees a very important part
because of which the focus upon continuous development and training of the employees is
necessary irrespective of their roles and positions. This has enabled them in reduction of
employees turnover rate in past two years. Little Bay restaurant introduced delivery of
excellence services with the aim of ensuring customers satisfaction.
Company Culture: The focus of Little Bay restaurant is over domestic and inbound
tourism. Impact of outbound tourism is very much because of which there has to be increase its
focus upon innovative ideas. This has motivated employees to learn new and bring innovation in
things in order to make customer feel special.
Such internal factors has created impact over management style and its structure as this
helps structure of roles and responsibilities to allocated work among employees. Thus upon this
basis only various types of trainings is provided to them. With the help of training, competence
and capabilities of employees are improved because of which their designation is required to be
changed and styles of getting work done needs to be changed Norris, K., 2016Scheuerman, W.
E., 2017.
For analysis of the external factors which has influence management structure and style
are given below:
 Political: The political environment in UK is quite stable and this has lead Little Bay
restaurant to not have significant impact upon it. The coalition initiative had impacted
tax because of which there is reduction in number of customers. This I going to effect
management style is going to be affected as pressure will be more over employees. That
is why they are required to be treated liberally.
 Economic: The reduction in demand for product and services of little bay restaurant
may reduce because of increase in disposable income of customer. Specially the demand

of luxurious products of the company is going to fall at initial level. This is going to have
impact over management structure and style as reduction in demand is going to make
employees a burden because their cost has to be borne by them.
 Social: Social factors includes the demographical factors in the population. In UK most
of people are youth and Little Bay restaurant caters all types of individuals but they need
to be focused upon various needs of people with their increasing age. This is because
abilities and preferences differs of old people from that of young people. It is going to
have impact upon the structure of management as they have to be focused upon
required level and capabilities to satisfy such persons Barrédy, C., 2016 .
 Technological: Requirement of innovation is very important for an organisation with
increasing innovation of customers and it can be easily attracted. Little Bay restaurant
focusses upon ICT for doing marketing and sales. Usage of internet for enables the
access over the customers etc. With the increasing requirement at this level they need to
introduce changes in its existing policies that has lead to changes in its management
styles. As they are need to make their employees learns the enhancement of technology .
7) Critical analysis of specific management styles that have influence
Due to the change in requirement of businesses various management styles are required
to be adopted by an organisation such as autocratic, democratic etc. which helps in improving
plaining. This increase complexity for managers and leaders. This leads to additional opportunity
of employees to show its creativity. But this increase the complexity for the. In addition to this
various style of leadership are used that makes compatible towards changes taking place.
8) Conclusion of the report
The conclusion from above report is that organisations needs to consider with various
theories of management and style of leadership has enable them in making the employees less
concomitant in dealing with changes and providing satisfaction to the customers. For this the
managers need to analyse the internal and external factors that can have impact on the operations
of organisations.

PART 2
1) Introduction to the report
Management skills are those types of skills that enables the managers for performing
management and operations in effective manner. This provides advantages in competitive
manner to a company as this is going to make upliftment of competency by analysing prevailing
conditions in market. Leaders also has an crucial role to play as they are capable of creating a
influence over employees. For achieving this purpose various soft and hard approaches which are
meant for making an employee understand to act and operate as they are guided. In following
report the Little Bay Restaurant is taken into consideration. In this report various current
management and leadership skills are discussed, along with future skill which is required are
discussed below.
2) Current management and leadership ‘hard’ and ‘soft’ skills
Management skills: Various kinds of management skills are needed to be adopted by the
management of various organisations which helps in facilitating management of organisations
and this leads in improving of operations and taking out competitive advantages from it. With the
help of these skills dynamism and vibrant nature in the team of restaurant, its strategic mindset
and management of conflicts can be achieved effectively with efficiency. Managers of Little Bay
Restaurant needs to develop a strategic mindset and various skills for solving problems. As
because of this issues occurring in an restaurant can be solved in an easy manner. This enables in
formulation of effective and appropriate plans, so that resources can be managed and dynamism
can be managed with smoothness . The sustainability of the Little Bay restaurant is ensured for a
long term as such policies and strategies is going to enable them in adopting various approaches
like orientation and relationship management. This is going to help them in adopting various
approaches like task orientation, relationship orientation.
Leadership skills: Various leadership skills are needed to be adopted by the Little Bay
Restaurant as leaders of it has the capability of influencing employees which has been working
for them. They have made them understanding benefits in providing allocation over various
responsibility of the employees. Various styles can be adopted by them and they are as follows
autocratic, democratic etc. along with various hard and soft kinds of skills. Presently the skills
that are used by them are mentioned below:

Soft skills: Soft skills are related with communication, team work, creative thinking,
motivation and creation of confidence in employees and they are all part of soft skills which are
to be taken into consideration and is the most important things. These has to be taken seriously
by the leaders of Little Bay Restaurant. With the help of these skills they make their staff aware
of various services that which are offer to the customers so that the customers can be served well.
In addition to this it helps them, in solving lot of issues which are related to various aspects
which is faced by the employees in an effectively.
Hard skills: Adoption of hard skills leads towards treating the employees strictly with
the aim of maintaining better culture and healthy environment at the workplace. This skills are
adopted in many cases such as proper dressing of the staff, polite behavior with the customers
and not violating any rules or regulation of an organisation. It make them capable and competent
enough of dealing with resistance.
3) Evaluation of current and future management and leadership skills required by the hospitality
sector comprising of people of different cultures
In a service industry both the management and leadership skills plays crucial or important
role in managing the changes and providing diversity in the workforce. Due to changing
technology the requirement of business has also changed because of which they have to compete
with them in efferent manner. Also this leads to changes in the perception of the customers due
to which modification need to be done in the strategies which is existing in an organisation and
the styles which are adopted by the businesses organisations. This enables the management to
make their employees competent in nature and efficient that leads to helps them in serving the
customers in better manner. For this the leaders and managers of Little Bay Restaurant have to
develop various skills and in addition to this they have to relate to the managing of dynamic
nature of workplace. That occurs because of variety of employees in an organisation.
In future the requirement of the businesses is going to increase as the competitors
consistently are adopting new and updated technology which is leading towards betterment in
performance and increase in its requirements. The Little Bay Restaurant need to organise various
training camps and development sessions for their employees so that they can be made well
aware with the new technology that is developed and introduced in an organisation. Leaders
currently has been using soft skills which are needed to be improved such as they need to learn
various analysis of skills and also their proper utilisation, with the help of which they can

analyses nature and requirement of customers present in a market. The managers need to focus
upon formulating various strategies that can make them efficient in achieving the according to
adaptation of changes occurred in market.
Apart from this, various capabilities need to be identified that will be required by the employees.
And that has to be developed by the managers and leaders present in their staff. For this they
need to develop various policies that are favourable for them and organisations. The employees
need to undertake self assessment approach which will enable them in analysing the changes in
their capabilities which they have to improve. The managers and leaders of Little Bay Restaurant
need consider the fact that reflective approach is better than the self reflective approach as with
this the actual analysis can be made. It will enable the organisation in taking the optimum
advantage from the change as with this they can satisfy the customer. Also the reflective
approach enables in planning for the various career development sessions for them which can
make them competitive enough.
4) Critical evaluation of management and leadership skills in the service sector
In service sector various skills need to be used by the managers and leaders as it enables
them in effectively satisfying the customers by proving them the services which are required by
them. With the help of such skills they can manage interest of the employees and their
capabilities so that they can be provided guidance as per the requirement of the situation
prevailing. But this affect the behaviour of the employees as they are not given enough
opportunity to show their creativity and ability by providing various suggestions for the issues so
faced by them. This is because leaders focusses upon 'Being there' style of leadership which put
them in stress as they are consistently monitored by them.
5) Comparison and contrast between different service industry organisations change management
systems and leadership in implementing change
The change management process is a continues step that alter the management team or
the project leadership style to meets the need of required management style in the work structure.
The change can be implemented into company in three phase first is preparing for change,
secondly managing the such change , lastly reinforcing change in the management system. The
mange of Little bay restaurant faces some issues while having changes in their management
process and leader has to modified his leadership style so that they can make best use of
available resource. The little bay restaurant follows flat structure which will change to follow

proper hierarchy structure whereas another restaurant The salt restaurant have a top-level
authorise which look after all the activities in the management level and if their management is
changed then company follows where responsibilities are distributed to different manager at
various levels in the team. Their will be change in leadership style if their management system is
altered by the owner. The leader has to follow situational leadership which helps them to
overcome the difficult issues at the workplaces. The Salt restaurant,follows that system
leadership which get alter to contingency leadership style which helps to dissolve various things
of issues and difficult conditions. The management system is different impact on the work
environment if there is change in the working environment. The little bay restaurant have to
change their way of performing the task in the effective ways so that profits are not get lost in
changing the process of management. Whereas the salt restaurant are have set rule and
regulation which provide a way to conduct the activities in the proper manner.
6) Analysis of how change management affects management and leadership skills and styles
The change in management system and leadership style have a huge impact on the
productivity of the organisation when it comes to long run. The system has to alter their way of
performing the task in the most efficient manner possible. The manager and leader have to look
after all the activity which helps in accomplishing the task has to be completed in the effective
manner. Their are various different things which are to taken into consideration. So that profit
can be earned in the longer period of time also. The manager has to adopt two different type of
skills and capabilities to solve the problem in the positive manner . The leader has to make
changes in his approaches in their style so that good can be produced in effective manner and
this also help them to attract more customer in the long run way and this increases their
operational activities over different work location. The leaders can choose to adopt different
ways to perform its task. So that work can be competed in the proper way and smoother manner.
This also help them to capture more employees which will lead to more or expansion of business
in work place.
7) Conclusion of the report
From the above report it is concluded that it is very important for the managers and
leaders for analysing of its skills and their staffs ability. This enables them to identify the
requirement of training and development of skills that is needed for development in its
employees. All this happens due to changing needs of customers. Further in this report all things

which are related to to management and styles of leadership are explained that are soft skills
which explains about communication, innovative thinking and development of confidence that
helps in development of company. Then hard skills are explained which leads to efficiency in
maintaining healthy environment at workplace. As skills are very important from point of view
of smooth working of a company is explained. Changing trends and modification is also done I
relation to modern environment. These changes has created very powerful impact over service
industries because it has helped in upliftment of productivity. This has leads towards
sustainability of such industry in long run.
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