Leadership and Management Analysis: The Chamberlain, Service Sector

This report provides a comprehensive analysis of leadership and management within the service industry, using The Chamberlain hotel as a case study. It begins by exploring classical management theories, such as bureaucratic and administrative management, and their application within the service sector. The report then delves into the roles of a leader, discussing motivational and communication aspects, and examines various leadership styles, including democratic and laissez-faire approaches. It further analyzes management and leadership styles, comparing and contrasting them. The report also investigates the internal and external factors influencing management styles and structures, such as employee engagement and economic conditions. It examines current management and leadership skills, emphasizing both hard and soft skills, and assesses future leadership requirements within the service industry. Finally, the report compares different service sectors, drawing conclusions about the evolving landscape of leadership and management.

Leadership and
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Various classical management theories within service sector..............................................3
P2 Role of a leader and various leadership styles within service sector.....................................4
P3 Analyse management as well as leadership styles.................................................................5
TASK 2 ...........................................................................................................................................6
P4 Different internal as well as external elements which influences management styles as well
as structures.................................................................................................................................6
TASK 3 ...........................................................................................................................................7
P5 Examine current management & leadership which is supported by “Hard & Soft” skills.. .7
P6 Assess future leadership and management skills which is required by service industry and
how all of these can be accomplished. .......................................................................................8
TASK 4 .........................................................................................................................................10
P7 Compare as well as contrast between different service sector.............................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
Books and journals....................................................................................................................12

INTRODUCTION
Leadership refers to a capability of individual person who mainly motivate and
encourages other people or subordinates in their business entity. It generally concerned with
developing vision, taking suitable decisions as well as implementing achievable objectives and
goals. Talent management within the workplace plays very essential role so that company can
maintain long term sustainability at the marketplace. In the present report, The Chamberlain is
chosen as the base organisation which is located in London (Renz 2016). This is the report
mainly focuses on the significance of leadership as well as management in hospitality sector
along with role of leader & manager. In this report, various sections are going to be covered in
which analysis of leadership styles and classical management theories are includes. In addition to
this, it is the report which consist of detail knowledge about factors which influences
management styles as well as structure of the business entity. Analysis of both current & future
management as well as leadership skills in service industry are going to be discussed.
TASK 1
P1 Various classical management theories within service sector.
Classical management theory depends on the thought that workers do have only physical
as well as economic needs. It refers to the theory mainly introduced at the time of industrial
revolution with the help of which problems can be resolved in an effective manner. Some of the
classical management theory are going to be discussed as follows:
Bureaucratic Management Theory- It refers to a classical theory adopted within both
private as well as public institutes. In this, each and every staff members needs to report to
higher authority mainly emphasis on specialised labour, rules as well as authorities must be
formalised. In simple words, it refers to a theory where an organisation is run on an ideal basis
where every individual or group is managed in a hierarchical structure. In the present context of
The Chamberlain, managers of the company adopt classical management theory so that there
business functions will be performed in an effective manner (Van der Voet and et. al., 2016).
This will help managers in order to managing the talent within the workplace in an effective
manner.
Administrative Management Theory- It is the kind of classical management theory
where every activity and things are managed in a systematic manner. Main focus of such

management theory is to enhance the performance as well as functionality of the business
organisation. Along with this, on the basis of this theory, it is said that labours are categorised
into some specialised parts where they can take part in the process of decision making. With the
aid of involving workforce while taking decisions, employees feel encouraged and motivated
with the aid of which they can perform there task in an effective manner.
In the present context of The Chamberlains, best and suitable theory is Administrative
management theory. According to this theory every worker within the organisation are treated in
a equal manner and provide them growth & job opportunities (Psomas and Jaca 2016).
Therefore, every individual person have right to take part in decision making process so they feel
encouraged and satisfied towards there task. This as a result aid management team of The
Chamberlain in order to improve there performance as well as in talent management so that
business value will be increased at the competitive area.
P2 Role of a leader and various leadership styles within service sector.
Leader define as an individual person who provide guidance, motivation and give
direction to there followers in order to accomplish there goals within given time frame and in
effective manner. It has been said that the method in which business functionality need to be
carried out highly depends of the leaders and leadership style followed by them. In the present
context of The Chamberlain, role of a leader are going to be discussed as followed with the help
of which they can attain there goals in an effective manner. Role of a leader are going to be
discussed as follows:
Motivator- One of the most essential role is to encourage and motivate there staff
members so they can perform their work in an effective manner and accomplish there task within
given time frame. In the present context of The Chamberlain, it is said that role of a leader is not
just specified to allot authority but to also motivate them in order to conduct there work in such a
manner that goals and objectives of the company will be accomplished in an effective manner.
Therefore, it is said that this role of a leader help in motivating staff members so that they can
manage the talent in an effective manner and increases company value (Van van Wart and Dicke
2016).
Communicator- It is said that it is very essential for a leader to communicate all there
work in an effective way with there team members so that they can produce goods and services
in an appropriate manner. It is essential for a leader to exchange their thoughts and ideas with the

staff members so that they can perform all there work in an effective manner. In the present
context of The Chamberlains, leaders of the company conduct meetings on a regular basis so that
every person will be aware about the activities.
Along with there are different types of leadership style which are going to be discussed as
follows:
Democratic Leadership style: It is the type of leadership style where decisions of
leaders mainly based on the input of staff members. Sometimes, it is also called as participative
leadership style where main emphasis of leaders is collaboration where every individual take part
in the process of decision making (Herman 2016). This as a result aid leaders to take best and
suitable decision so they can perform there work in an effective manner. In references to The
Chamberlain, leaders adopt this type of leadership style so that they can take best decision after
examining views and thoughts of every individuals.
Laissez Fair leadership style- It refers to a leadership style where every individual
person is free to perform whatever they want to do which help them in building trust and
motivation so that they can perform there work in an effective manner. This is the type of
leadership style which is only beneficial when the staff members are skilled self motivated and
capable to perform there task in an effective manner. In the present context of The Chamberlain,
leaders of the company adopt this style so that they can develop strong and effective working
environment at workplace.
P3 Analyse management as well as leadership styles.
Leadership style refers to a method which is used by every leader in order to give
direction, encouragement and execute plans in an effective manner. On the other hand,
management style refers to the way used by managers so that they can control as well as manage
evaluate different business functionality in an effective manner (Al-Ali and et. al., 2017).
Management as well as leadership style are going to be discussed as follows:
Leadership style
 Laissez Fair leadership style- It is the style of leadership which is adopted by the
leaders so that every individual person can perform there work in an effective manner.
Generally this type of style is beneficial only if the staff members are well motivated,
skilled and can perform there work on their own. With the help of using this leadership
style, leaders can improve performance of staff members which as a result increases the

overall goodwill and profitability of the organisation. It has been said that different
cultural background of individuals affect talent management in a negative manner as
every individual have there own though and views which as a result creates conflicts at
the workplace.
Management style
 Democratic management style: Management team of The Chamberlain uses democratic
management style where decision can be taken out only after examining views and
opinion of staff members (Bush, Bell and Middlewood eds., 2019). In general words, it is
said that ideas and views of workforce is examined but it is not necessary for the
managers to adopt them while taking decisions. In the present context of The
Chamberlain, managers waste there time in taking decisions which affect the whole
profitability and functionality of the organisation in a negative manner.
TASK 2
P4 Different internal as well as external elements which influences management styles as well as
structures.
There are both internal as well as external factors which affect the overall functionality of
the business organisation in a negative manner. In the present context of The Chamberlain, some
of the factors which affect management structure and style are going to be discussed as follows:
Internal factors: It refers to the factors mainly available at the inner boundary of the
workplace and can easily be controlled and managed by the staff members as well as managers
(Torfing 2019). Some of the internal factors which influencing management style and structure
are as follows:
Internal factor
Low experienced
manpower
Experience plays very essential role in the attainment of organisational
as well as personal goals in an effective manner. It has been said that
new and fresh talent have enough knowledge but have less experience
which might affect the overall performance and functionality in a
negative manner. Such workers does not provide effective outcomes
which negatively affect the overall management style and structure at
the workplace.

Employee
engagement
Employee engagement referred to an organisational going events, and
activities. In the present context of The Chamberlain, with the help of
high employee engagement, positive working environment is developed
by the management team which positively influences the mind of
workers (Kearney 2018). Therefore, with the help of talent
management managers will be able to sustain there skilled and capable
staff members for a longer period of time.
External factors: In context of external factors, all the elements which can not controlled
and managed by the staff members comes under external factors. Some of the most essential
external factors are going to be discussed as follows:
Economic
environment
Economic factors refers to the external factor which affect the overall
functionality of the company. Reason behind this is that if disposable
income of an individual is high then the purchasing power will
automatically increases. Therefore, it might increases the profitability
of The Chamberlain in both positive and negative manner depends
upon the economic system of the country (Armstrong 2016).
Legal environment It is said that the legal policies and laws incorporated within the
country highly influences the functionality and management style. In
the present context of The Chamberlain, all the legal policies positively
implemented by the management team of the company so that they can
perform their work in an effective manner. With the assistance of this,
managers can take enhance their profitability at the competitive
marketplace.
TASK 3
P5 Examine current management & leadership which is supported by “Hard & Soft” skills.
It is said that both leadership as well as management skills plays very essential role so
that goals and objectives of the company will be attained in an effective manner (Palumbo 2016).

Managers of The Chamberlains adopt hard as well as soft skills so that they can smoothly run
there business functionality at the competitive marketplace. In relation to The Chamberlain,
some soft as well as hard skills are used by managers & leaders of the organisation.
Current Soft Skills
It has been said that soft skills defines as those personal traits as well as habits of an
individual person with the help of which they can perform there work in an effective manner.
Some of the most essential current soft skill within managers and leaders of The Chamberlain are
as follows:
Decision making- With the aid of an examination, it is said that managers of The
Chamberlain are good and effective in taking decisions within given time frame (Almajali and
Tarhini 2016). Along with this, they includes all there workforce in the process of decision
making so that they can develop unique decision which provide benefits to the organisation at
competitive marketplace.
Communication- It is said that leaders and managers of The Chamberlain do have strong
and appropriate communication skills which assist them in forming healthy relationship with
there staff members. In this context, flow of communication is quite effective within the workers
which assist them in producing high quality goods and services without any issues and hurdles.
These are the soft skills which assist managers in order to manage talent within
workplace. Those who have such soft skills can retain within the organisation for a longer period
of time.
Current Hard Skills
Hard skill define as a specific capabilities which can easily be measurable and teach by
experts to individuals in order to increase their ability. In reference of The Chamberlain,
managers of the organisation do have hard skills with the help of goals and objectives will be
accomplished. Some of the current hard skills are going to be discussed as follows:
Knowledge of business competency- It is said that business competency refers to
knowledge as well as particular abilities with the help of which company can easily differentiate
from their rivalry firm (Mohamed 2016). In the present context of The Chamberlain, it is said
that managers of the company have enough awareness about competency of business entity.
They have knowledge about what there competitors use to beat the competition and for attract

new customers towards there organisation. For this, managers of The Chamberlain reduces cost
of there services so they can retain there customers for a longer period of time.
Research & analytical- Another current skill which is possessed by leaders of the
company is that they have analytical and research skill. With the help of this, customers needs
and references can be examined by the management team so they can produce goods and
services according to the requirement.
P6 Assess future leadership and management skills which is required by service industry and
how all of these can be accomplished.
It has been identified that there are ample number of leadership as well as management
skills which need to be incorporated by both leader and manager of The Chamberlain. But on the
other hand, there are some situations in which business entity fails to fulfil the requirements of
their clients and users (Prasojo and Holidin 2018). This is the reason which affects the
accomplishment of goals and objectives in a negative manner. In the present context of The
Chamberlain, it has been observed that there are various skills which is used by manager along
with leader. These skills are going to be discussed as follows:
Future Hard Skills:
Information Technology skills- One of the most essential as well as required skill which
is adopted by managers as well as leaders are information technology. It is the skill which consist
of networking, data management, wireless, project management and many more which assist an
individual person in grabbing various opportunities available at the marketplace. This skills is
required by the manager of The Chamberlain because there is a boom in information and
technology sector which provide ample number of advantages.
Artificial intelligence- Another hard skill needed by the managers for fulfilling future
targets are artificial intelligence. It has been observed that because of advanced technology and
innovation arise at the marketplace, demands of AI increases which provide ample number of
growth opportunities (Razavi and Ab Aziz 2017). In the present context of The Chamberlain, it
is required by the management team to use artificial intelligence in order to beat the level of
competition arise at the outer world.
Future Soft Skills
Emotional Intelligence- It refers to the skill where individual capacity as well as
capability of expressing & controlling emotions of people in order to handle interpersonal

relationships among staff members and managers. It has also been said that this is the skill which
have mainly five basic factors like motivation, self regulation, empathy, self awareness and
social skills. Therefore, it is considered as one of the most essential soft skill with the help of
which manager & leader can increase there understanding and knowledge.
Critical Thinking- In case of soft skill, another most essential skill which is needed by
the management team is critical thinking. This is the type of skill which consist of the capability
of an individual in order to examine and think beyond capabilities and box so that positive results
will be produced in an effective manner (Elbaz and Haddoud 2017). With the help of this skill,
managers and leaders can develop effective business plans and strategies so that they can attain
organisational goals and objectives. In the present context of The Chamberlain, it is said that due
to continuous change in customers taste and preference Due to wide market range, rapid changes
in tastes and preferences of consumers, it is said that manager need to critical think according to
the situation and provide them services as per there needs.
TASK 4
P7 Compare as well as contrast between different service sector.
In the present changing environment, it has been said that there are various types of
changes takes place in the working atmosphere within service sector. For maintain sustainability
and competition level at the marketplace, it is required to formulate some effective strategies and
policies. In the present context, a comparison is done between The Chamberlain and Hilton
Hotels which are going to be discussed as follows:
Basis Hilton Hotels The Chamberlain
Leadership Style In the present context of Hilton
hotel, leadership style fooled by
the leaders are laissez fair style.
Leader of the hotel is Conrad
Hilton which is a
transformational leader mainly
feels in single stimulation (Seidle,
Fernandez and Perry 2016).
Leader is the one who supports
In order to execute change, The
Chamberlain is the organisation
which adopts persuasive leadership
style where thoughts and opinions is
considered by them but final
decision is taken by the leader. With
the help of this style, employees are
required to follow each and every
change in an effective manner which

every staff members and
influence them in order to take
participate in every business
activity. Conrad Hilton is the
leader who is people oriented ask
workers for there view points and
opinions as well as treat them in a
good and positive manner (Van
der Voet and et. al., 2016).
is implemented within the workplace
by the managers and leaders.
Management Style In the present context of Hilton
Hotel, laissez faire management
style is adopted by the managers
which help staff members in
order to perform their task and
take decisions accordingly.
Management style in Hilton Hotel
is generally believes that each
and every person in the company
have capability to take decisions
therefore, it is required by the
manager to interact with their
employees on a regular basis. It
has also been identified that the
manager of the organisation does
not force there staff members to
follow any strict guidelines but
motivates them to develop new
ways and ideas in order to
accomplish there goals and
objectives in an effective manner.
This is one of the largest hospitality
sector industry, uses consultative
management style in order to
manage there operations as well as
perform their work in an effective
and positive manner (Renz 2016).
Along with this, they includes there
staff members in the decision
making process before implementing
any kind of change at the workplace
so they can create positive
atmosphere and assist in
accomplishing there goals and
objectives in an effective manner.

CONCLUSION
With the help of above mentioned report, it is concluded that for managing talent of
individuals within the workplace, leaders along with managers play very significant role. It has
been identified that there are ample number of leadership as well as management styles easily
adopted by service sectors in order to develop some business policies and strategies. Apart from
this, it is said that Laissez faire is a type of leadership style which allows individuals in order to
conduct their work in an effective manner. Furthermore, different types of hard as well as soft
skills need to be used by individuals so that they can take decisions in an effective and beneficial
manner.