Leadership and Management Report: Landmark London Hotel Analysis

This report delves into the concepts of leadership and management within the service industry, using The Landmark London hotel as a case study. It begins by exploring classical management theories such as bureaucratic, scientific, and human relations theories, and then examines the role of leaders, including their roles as connectors, motivators, and change agents. The report reviews various leadership styles including laissez-faire, autocratic, and democratic approaches, evaluating their advantages and disadvantages in the context of the hotel. It also analyzes the influence of internal and external factors on management styles, such as skilled employees, corporate culture, government policies, competition, and technology. Furthermore, the report distinguishes between hard and soft leadership skills, highlighting their importance in the service industry, and projects the future management and leadership skills required. The report concludes with a comparative analysis of different service industries.

Leadership and
Management for service
industries

Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1. Different classical management theories...........................................................................................3
P2. Role of leader and leadership styles..................................................................................................4
P3. Review leadership style in service sector..........................................................................................5
TASK 2.......................................................................................................................................................7
P4. Internal and external factor influence management styles.................................................................7
TASK 3.......................................................................................................................................................8
P5. Provide hard and soft leadership skills in service industry................................................................8
P6. Future management and leadership skills which are required for services industry...........................9
TASK 4.....................................................................................................................................................10
P7. Compare different service industry..................................................................................................10
CONCLUSION.........................................................................................................................................12
REFERENCES..........................................................................................................................................13

INTRODUCTION
The term leadership and management define that leaders are guides and motivate other
person towards to accomplish their goals and objectives in a proper manner and management
provide various different functions for planning, organizing, directing staffing, controlling and
coordinating (Abdullah and Anwar, 2021). For this assessment, selected organization is The
Landmark London is a five star hotel which is headquartered in London, England. This hotel was
originally opened at Central railway as a hotel great central it was reopened as a hotel in 1993
and opening is 1899. In this report, various topics are covered such as different classical
management theory, role of leader and different leadership styles, internal and external
influences of the service industry, provide hard and soft skills, leadership skills required by
service sector and compare different service industry organizations.
TASK 1
P1. Different classical management theories
Different classical management theory define that various styles of management or
organization that should determine that role of leadership in the workplace. This theory consist
that various principles are should be followed and selected various task based on their skills and
experiences or aspirations which should not be considered their job instead of focus to their
occupation and to maximize their profit. Key classical management theory and should define
with context to Landmark London which are described below:
Bureaucratic theory: This theory determined that there is a hierarchical structure to
allocate all the task are divided into various employees as well as their various department are
divided both public and the private business organizations. It should be focused that many firms
are operate under hierarchical position for each and every person in this organizations are report
to higher authority which ultimately leads to their business concern (Campos and Reich, 2019).
This theory is given by Max Weber who is known as father of a bureaucracy who is basically

using division of labor and defined various roles and responsibility are allocating of task in
business organization. In case of landmark London, managers are divided their task among
various employees for each and every person so that they can emphasizes and improve their
profitability and productivity in the business organizations.
Scientific management theory: This theory defines that completion of all the tasks are
to be developed through scientific analysis and in most effective and efficient manners and this
theory was given by Frederick Taylor. Taylor has differentiated many experiments to focus to
develop their better understanding among their workers as well as divided task manager to
improve their profitability in the workplace (Cusumano Gawer and Yoffie, 2019). In case of
landmark hotel, they should focus to improve their efficiency and effectively for each and every
person in business organization. It is helpful to take decisions and promote a better planning in
their business concern.
Human relation theory: This theory was given by Elton Mayo that contain to effective
motivation theory because employees are motivated they should only focus on job satisfaction
which influence profits and productivity in the business organizations. With context to Landmark
London, it is important theory because they can communicate each and every member in
organization and have any conflicts arise as they can solve all conflicts and has to get a better
relationship with their other workers also.
P2. Role of leader and leadership styles
A leader is a person who motivates other people to accomplish their goals and objectives
in the business organization and moving towards a better vision into a reality. A great leader who
is honest to clearly focused to goals and objective in business concern. It is an important part to
play in their organization between employee and the managers. Key roles of leaders with context
to Landmark London which are described below:
Connector: It should be communicate with team members as well as their employee and
manager in business organizations to identify all the problems and resolved all the conflicts
which is related to internally and externally members in organization (Damian, 2021). It is also
helpful to maintain their relations to taking decisions in business organization and maintain a
direction to create a team of people to complete their task. Managers of Landmark London are

guide and motivate their team members to take decisions and maintain their relationship with
different member in their organization.
Direction and motivation: It can motivate people to accomplish their goals and
objectives and direct their workers to co-ordinate their efforts towards business success in the
growth of firm. It will also helpful for organization to increase the profitability and productivity
in business concerns. Managers of Landmark hotel leaders can increase their efficiency of
employee and provide best directions to proper attains of goals and objectives.
Change agent: It can also provide their duty of change agent who can direct and they can every
employee each and every member in the organization to maintain their relationship with them
and they communicate each and every member (Harwardt, 2020). It can play a significant role to
change work without any direction also help you understand their needs of changes in business
organization sometimes to take a change of decision making in their businesses.
P3. Review leadership style in service sector
Laissez faire leadership style: It should be recognize that there is a trust between
members about their capabilities to take all the responsibilities towards accomplishes their goals
and objectives. It will also help for teamwork that there is a rapidly possible without interference
because team members in business organization are highly competent to take all roles and
responsibilities which is related to team members. In case of landmark hotel, managers have a
attitude and use of lack of creativity to meet their organizational goals and objectives.
Advantages:
 It's always a create a positive environment in the business organizations
 They can also give their advantage and benefits of the employees get incompetence or
towards accomplish their goals and objectives (Grossman and Valiga, 2020).
Disadvantages:
 This leadership style is created responsibilities of those persons which should be clearly
defined.
 This style of leadership should creative changes in the business organization and
implemented changes to be conducted.

Autocratic leadership style: This style of leadership is also known as authoritarian leadership
which is imposed our expectations according to their subordinate or supervisors and this type of
leader are don't trust easily for everyone because they can motivates towards their goals about
result oriented program (Hoope and Potter, 2019). The conversation about what easily can take
a decision in the business organizations. In this type of leaders are concerned about their
knowledge and lack of creativity with their team members. Various advantage and disadvantage
of leadership style with contexts to Landmark London which are described below:
Advantages:
 This leadership style is also helpful for the organization to taking a decision making
process within their team members.
 This study is to take a chance for implementation of plans towards the accomplishment of
goals and objectives.
Disadvantages:
 This type of leadership styles are defined as a negative impact of profitability and
productivity in an efficient manner.
 Lacks of coordination are generated in the business enterprise.
Democratic leadership style: This style means that they can all workers are equal participation
in their decision making process means all employees are involved not only leader but also all
employers are take a part of decision-making process because they have a power authority of
employees to increase their efficiency productivity and efficiency in their organization and
increase their engagement of employee (Pham , Tučková and Jabbour, 2019). It is a final
decision making power where the leaders can create or produce a problem of decision making
and it is a time-consuming process also.

Advantages:
 This type of leadership style are increase their job satisfaction and employee satisfaction
so that they can a motivated towards their accomplishment of goals and objectives.
 It should be a creative mind on worker so that they can maintain their relationship among
employee and leaders.
Disadvantages:
 This style have a security issue which is related to the transparency and sharing all the
information that gathering related to this organization
 It doesn't have a skilled employee in a poor decision making procedure in firm.
TASK 2
P4. Internal and external factor influence management styles
Internal factors: This type of factors are inside their organizations have control over their
businesses which have a direct impact between the managers are limited and control over those
factor which can change their policies, rules and regulation in their business enterprises (Piuchan
and Prachansit, 2019). Internal factors can affected their Landmark London which are described
below:
Skilled employees: There are lack of skilled employee in their organizations so that if they
conflict arises between managers and employees are also damage their Goodwill of the firm.
They are required unskilled employee in to conduct their operation efficient and effective way.
Corporate culture: It should always be influences internal factors are comprises of company
team members are affect through these operations and innovations so that they can innovate their
ideas as well as culture of organization. With context to Landmark London it is based at a
traditional concept which can produce a creative problem in their businesses enterprises.
External factor: This factor comprises in external outside the organization so that they can
conduct their operations in an efficient manner and they are also reduce their impact directly in

the business but also firm can accept operation as their experience of worker. To overcome those
factors that they will identify some related to this Landmark London on his follows:
Policy of government: With context to Landmark London affected policy government rules
and regulations, laws because each and every country has its own regulations and directly impact
their culture of the organization and management styles which is depend upon government
policies. Manager of a Landmark London uses of management styles to undertake decentralized
their structure of each nations when they have a relaxation system (Salem, Baidoun and Walsh,
2019)
Competitions are increased: Each and every nation has a competition in the market place
which is related to hotel or other firm also. This firm can innovate their new technology for the
product and services and increase their sales and revenue so that more and more customers and
increase with these firms. To overcome this factor there is a need to make some changes in their
status as well as policy, rules and regulations related to government policy.
Technology and innovation: Some firm can innovate new technology and implement their
ideas and thoughts through product and services and also depend upon the experience of workers
and how they can impact organization towards an accomplishment a sustainable competitive
advantage. Manager of Landmark hotel uses this technology help to increase their experiences of
employee and increase Efficiency and effectiveness in the marketplace. It should not focus on a
new technology but also created in increases sales and income in the business enterprise.
TASK 3
P5. Provide hard and soft leadership skills in service industry
Managers of Landmark hotel London hotel identify their leadership style for some main
reasons so that they can always there is increase their skills of leaders and manager and leader in
this firm both have a hard skills and soft skills which should be represented that hard skills is a
technical services which is a study of designing and planning and economic analysis and many
more (Tuan, 2019). In case of soft skills should conduct that each and every type of business
enterprise have a communication leadership and management skills so that they can affect
various leadership and management to use both hard skills and soft skills are as follows:

Leadership skills:
Problem solving skills: Leader of this hotels are facing a lot of problems which are
related to consumer or staff section of employee, salary issues and many more to solve these
problems in a very efficiently and effectively manner.
Communication skills: Communication skills of leadership can define interact more and
more customers very efficiently so that they can provide high quality of communication to
convince people to accomplish their goals and objectives and convey their message in a very
effective manner to others subordinates of supervisors (Vuori, 2019).
Management skills:
Self awareness skills: This type of skills are determined that those working for a large
company like manager of landmark London need to get a self awareness whether it is a critical
situations of conflict situations arises in future years they are able to precautions taken overcome
with them.
Listening skills: Good listening skills is very significant for various subordinates and
supervisor which is essential for organizations and for managers of landmark London arises
those who listen their problems for various customers and subordinates are able to make a good
listeners and communication skills they have so that they can attract more and more customers
about their firm.
P6. Future management and leadership skills which are required for services industry
In case of business success in business organization, it is only accomplish that current
skills are only focus to upcoming years are should increase and leadership skills are required for
future years in the business enterprises (Wong and Berntzen, 2019). For soft skills which are
used for future management and leadership skills are required defined with context to Landmark
London which are described below:

Budget control: Budget in hospitality sector play important role which can create impact
of profits and productivity in the business enterprises. It is important skills when leadership are
define that all leaders are complete their tasks according to their goals and objectives in their
efficient manner. To provide many opportunities and they can increase properly conduct of
training and development for the organizations and managers of landmark London hotel they are
hiring for worker who has some knowledge skills and experience of budget and provided proper
training to skills.
Soft skills assessment: Soft skill is very important for business organization success of
growth that managers are needed to assess all the skills and experiences from time to time or
regular basis. Manager of this Landmark London hotel explored soft skills for their in employee
so that they can help to improve or develop their communication and management skills which
are necessary for future management and also required for hospitality sector. It is a significant
for landmark London they can accomplish their goals and objectives (Zhao and Zhou, 2019). It is
to be analyzed that they can achieve this task through various significant activities and aimed at
understanding trends, principally, intelligent, transparency results and only work focus.
Diversity management skills: These skills are an impossible to diversify their growth in
their workplaces. Landmark London skills in workplace in environmental surrounding diversify
because it should create a many conflict situations are arises to dealing with many leaders should
help them with help of diversify their management skills.
Communication to customer: To communicate with customers and interact more and
more customers towards their firm are very useful for the business organizations and the
manager of landmark London to conduct their operations are taken a strong communication
skills to interact with more and more customers effectively and efficient manner. Leadership and
manager communications is a interest consumer into experience and knowledge provide an extra
additional information required for this role to improve their skills and knowledge towards his
firm.

TASK 4
P7. Compare different service industry
Business organization need to understand that everything is changing and dynamic so that
any stage of business organization should say facing some challenges in dynamic environment
(Abdullah and Anwar, 2021). Firm should only focus that changes are made which need to be
implemented in an efficient manner what changes can be understood with help of Hilton hotel
through this comparison. It is necessary to apply Lewin’s change model there is a change
management system in leadership and a significant important factors are should be implemented
and change management system app to manage all things in the organization related to their
working conditions should also produce many problems.
Lewin’s change model Landmark London Hilton hotel
Change management With context to Landmark
London, they can release all
the rumors of real life tradition
for communicating each and
every person and change is
necessary for all benefits of
hotel workplace and workers
had taken agree to make
changes in business
enterprises.
Hilton hotel tries to
communicate each and every
employee through their
changes and communication
in efficient manner so that
they can determine each and
every employee are aware
through this type of changes
Refreeze Landmark London use
effective management and
leadership styles so that they
can convince each and every
employee related to their
refreeze and new changes after
in an effective manner.
Hilton hotel represents and
tries to connect and maintain
their relationship with each
and every employee so that
they can change are accepted
by the workers
Unfreeze Managers and leaders of this
Landmark London tries to
Manager of landmark London
state their country to decide

communicate to make the
certain changes in business
enterprises and workers were
also accept some changes
easily so that they can decide
to make a sentences with the
help of various survey through
each and every employee and
understand the situation of the
company (Campos and Reich,
2019)
what they have been changed
their working and working
conditions in rational way
(Cusumano Gawer and
Yoffie, 2019)
CONCLUSION
From the above information, it has been concluded that leadership and management
should be define that leaders can inspire others and motivate others towards to accomplish their
goals and objectives team and different classical theories and should be defined their benefits of
the business organization as well as their increase profit and sales in the business enterprises.
There are also decision making for the long-term vision of company and to motivate various
employees, different styles are added to their leaders and internal and external influences of
major leadership style in service industry which can affect their business operations in effective
manner.