Leadership and Management Analysis: Mandrake Hotel Service Industry

This report provides a comprehensive analysis of leadership and management within the service industry, using the Mandrake Hotel as a case study. It begins with an introduction to the importance of leadership and management for long-term sustainability. The report then delves into classical management theories, such as scientific and bureaucratic theories, and their application within the hotel. It examines various leadership styles, including democratic, laissez-faire, autocratic, and participative styles, and their impact on the organization. Furthermore, the report explores the interplay of management and leadership styles, as well as the internal and external factors that influence them. It then assesses the hard and soft skills essential for effective management and leadership. The report also investigates change management systems and leadership approaches in different service industry organizations, culminating in a conclusion that summarizes key findings and provides recommendations.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION.......................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1 Different classical management theories & apply these in a service Industry.....................................3
P2 Role of the leader & various leadership styles....................................................................................5
P3 Management & leadership styles........................................................................................................6
TASK 2.......................................................................................................................................................7
P4 internal & external factors that influence management styles & structures.......................................7
TASK 3.......................................................................................................................................................8
P5 Current management & leadership ‘hard’ and ‘soft’ skills.................................................................8
P6 Future management & leadership skills required................................................................................9
TASK 4.....................................................................................................................................................10
P7 Compare & contrast different service industry organizations change management systems &
leadership in implementing change........................................................................................................10
CONCLUSION.........................................................................................................................................12
REFERENCES..........................................................................................................................................13

INTRODUCTION
When the organisation is looking for long term sustainability in the marketplace then it is important
for every organisation to have direct emphasize on leadership and management so that they can run their
each operation in an appropriate manner (Burke, 2018). Hospitality industry comes under the service
industry that work with the aim of fulfilling the needs and wants of their guest and customers in order to
generate higher profitability. Manager and leader our concern for or managing management and
leadership style so that they can rightly manage the different task with the consideration of establishing
good brand image in the market. Mandrake hotel is true chosen organisation for this report, it is the
luxury boutique hotel which is two minute walk from Oxford Street in Central London. This report will
cover the different classical theories and the role of leader on the basis of their theories. Furthermore it
will analyse the various leadership and management style and their impact on internal and external factors
of the company. Also analyse the hard and soft skill that is required for the management and leadership
style of the organisation.
TASK 1
P1 Different classical management theories & apply these in a service Industry
There are different classical theories which are adopted by the organisation and search theories came
into existence in 20 century and help to co-ordinate with the various situation and understand the impact
of internal and external environment so that the business can sustain in the market for long run. It also
helps in getting positive outcome with the help of innovative idea and there are certain classical
management theories which is considered by Mandrake hotel are explained as follows:
Theories Description
Scientific
Management
Theory
FW Taylor has proposed this theory and they are focuses on the
operational practices and scientific ideas that contribute in enhancing the
overall efficiency of their business. It is the theory that is majorly
concerned and relation to operations and management and also providing
innovative and advanced training session to their workforce so that they
can enhance their skills and abilities in order to perform well in the
organisation. The theory also maintain the discipline in order to to
comply with the certain principles and appropriate work within the
various department. Scientific management theories focuses on business

interest more than their private interest which can lead to generate hire
profitability. Mandrake hotel is using this theory so that they can
maintain the standards and the manager can effectively execute certain
task for example effective hiring, selection maintenance and
housekeeping. They also concerned in the bearing process by which they
can hire the talented individual which can contribute in productivity and
profitability of the company
Bureaucratic
Management
Theory
The theory which is being developed by Max Weber that is focuses on
rational decision-making which leads to attain their goals and objectives
within the set time frame. It is the theory which adopted the hierarchical
structure that helps in getting the satisfactory outcome in the business. It
also includes the one way communication and which the leader and the
manager assigned their task to the employees with the consideration of
completing the specific task. The Mandrake hotel is analysing this theory
so that they can have the effective operations within the organisation by
which they can follow rules and regulation. It also helps in making clear
outline in order to take better decisions and considered the breakdown of
work structure so that they can have the innovative idea within the
organisation.
Behavioral
Management
Theory
Chester Barnhard has proposed this theory and stories also known as
social science movement that is related with the effective utilisation of
their eight concept concern with the employees and trust as well as the
employer. The main consideration of this theory is to understand the
social and psychological reception of the employees so that they can
effectively contribute towards success. There is no specific separation
among the individual so they are working in order to get effective results
and the main consideration is to understand the idea which is being
introduced by the manager in order to meet the the various requirements
of the business.

P2 Role of the leader & various leadership styles
In every organisation, the leader and manager a significant role by which the leader can
move with the right direction and take effective decisions for their team members. The leader of
the company is using specific leadership style so that they can offer the the best services to their
customers. The Mandrake hotel is hiring the potential candidate who can choose the right
leadership style with the consideration growth of the hotel.
 Democratic Style - it is the leadership style that is being used by the organisation as it
welcomes the valuable suggestions and feedback of their employees in order to make
change in the organisation. The Mandrake hotel is using different types of leadership
style so that they can effectively run their business operations and have some creativity
with the help of recommendation and feedbacks from their employees.
 Laissez-faire style - it is the leadership style that is based upon the experience and
working of their workforce by which they can have the effective work regulation within
the organisation. In context to Mandrake hotel, is leadership styles focuses on team
development so that they can improve the skills and abilities of their employees.
 Autocratic Style - it is the leadership style is concerned with the effective planning and
making of policies and regulation. The leader take their decision by their own and assign
their duties and responsibilities to their employees. By which they can have the proper
effectiveness within the organisation.
 Participative Style - it is the leadership style in which the leader focuses on proper
involvement of their employees by taking their valuable feedback and the main
consideration is to enhance the profitability and productivity with the help of effective
team and they give the the various training sessions so that they can improve the
effectiveness of their employees.
It is evaluated from the above discussion that democratic and participative leadership style is being
adopted by the Mandrake hotel so that they can get the feedback and suggestions from their team
members by which they can guide them in the right approach.
P3 Management & leadership styles
It is important to have the management and leadership style by which the business can
maintain their ongoing work. The Mandrake hotel is using certain leadership and management

style by which we can operate their various functions in an appropriate manner. In context to
Mandrake hotel, there are different leadership and management style which are explained as
follows:
Management Style
 Directive or Coercive Style - the management style that leads to take full control over the
decision making process of the company and having certain attributes and strong control
with the effective authority. It is considered as a autocratic management style in which
there is a one way flow of communication from top level management to lower level
management and all the duties and responsibility is being followed by their employees.
 Persuasive style – the management style which is concerned with the forming of certain
policies and procedures that helps in enhancing the overall capabilities of the employees
by which they can easily in instruct all there employees and manage a large number of
workforce within the organisation. The weakness of this style is employee support and
their development as Mandrane hotel is adopting is management style by which we can
concentrate on their employees by offering business training in order to adopt such
policies which is implemented by the managers with the consideration of long-term
sustainability.
Leadership Style
 Democratic style- it is the leadership style which is focuses on the values of the
organisation. The leader can adopt this leadership style so that we can help the proper
involvement of their team members and provide them are right direction. Mandrake hotel
can adopt the leadership style by which they can maintain the good relationship and also
take the opinion and solutions of their employees within the organisation.
 Participative style – it is the leadership style in which the main concern of the leader is to
satisfy their employees by which they can boost the overall sale of the company.
Mandrake hotel can consider this leadership style so that they can influence their
employees to participate by providing Full support and coordination.

TASK 2
P4 internal & external factors that influence management styles & structures
It is important for the organisation to analyse the impact of micro and macro environment
on the business by which they can easily in stylish market growth and success. There are
different factors which is having major impact on structure and management style. Mandrake
hotel is analysing the various internal and external factors that are given below:
Internal Factors External Factors
Financial & Marketing Resources -
These are the resources of an organisation that
is having direct impact on management style
as well as the structure of the company.
Mandrake hotel effectively maintain various
marketing and financial resources so that they
can allocate the capital in different
departments. Financial aspect includes the the
making of budget and evaluating the effective
control. Marketing includes promotion of
their product and services by using market
campaign and advertisement.
Legal factors-
These are the factors which includes the certain
laws and legislation which is being imposed by
the government of UK and the company is liable
to follow them in an appropriate manner.
Mandrake hotel operating their business by
following all the legal policies and procedures so
that they can maintain effective structure and
management style in order to provide safe and
secure working environment to the employees.
Plans & Policies -
These are the factors which is implemented
by the organisation with the aim of creating
right direction for business by forming plans
and policies. Mandrake hotel is focuses on
effective plants which is lead into the growth
of the company and their team members.
Technological Factors -
Such factors which includes the innovation
and advancement in the different operation
department so that they can meet the
emerging trends of the large market. They
also uses social media channels in order to
promote their hotel services by which we can

enhance the brand image as well as the
structure and management style of the
company.
Human resource -
It is related to the personal management as it
is the main consideration for every
organisation and order to get better results in
different department. Mandrake hotel is
focuses on hiring the the potential employees
who is having integrated set of skills.
Social Factors -
These are the factors which includes the the
income level education background of the
individual and the Mandrake hotel spraying
attention on the market research so that they
can change their product or process as per the
need of current market.
TASK 3
P5 Current management & leadership ‘hard’ and ‘soft’ skills
Hard Skills
Technological and non technological aspects are required for the hard skills which includes
the proper training sessions and effective guidance.
 Computer Programming Skill - these are the skills which help in understanding how to
operate a computer so that they can work there. Mandrake hotel is concerned about the
the hard skills so that they can develop their team members in various areas like booking
system and online payment.
 Proficiency in foreign language – it is the skill which is important for creating the value in
the service sector. Mandrake hotel is hiring the employees who is having knowledge of
different languages.
Soft Skills
The skills which improve the personality of the employee by which Mandrake hotel team
members can improve their soft skill.

 Communication skills - it is the skill which is important for maintaining good
relationship with the customer and the Mandrake hotel focuses on developing soft skills
by which taken fulfill the needs and demands of their customers.
 Time Management Skills – it is the skills which is important to complete the task within
the set time so that effectiveness can be retained within the activity.
P6 Future management & leadership skills required
It is important to maintain the management and leadership skills by which the organisation
and the employees can meet the requirements. Some skills are given below:
 Innovations - it is the screen which helps in sustaining in the competitive market for long
term so it is important for the venture to enhance their innovation by giving effective
training sessions and the Mandrake hotel is conducting various training sessions and
using innovative technology in order to maintain leadership and management within the
organisation.
 Ethical practices - it is the skills that is important for every employee and organisation is
conducting various sessions in order to increase their awareness related to the ethical
consideration which must analysed by their employees for conducting ethical practices
within the organisation.
TASK 4
P7 Compare & contrast different service industry organizations change management systems &
leadership in implementing change
Comparing
Lewin change management model on Mandrake Hotel & The Fat Duck
Kurt Lewin has proposed the model which helps in maintaining the the change in the
organisation which includes three steps by which the individual can determine the change

management which is been considered by the organisation. In relation to Mandrake hotel, steps
of this model are explained as follows:
 Unfreezing - it is the stamp in which the leader and the manager spread the awareness
about the change so that the employees can effectively understand the different aspect of
change. In context to Mandrake hotel, what is the initial stage in which employees are not
ready to leave their comfort zone so so the hotel is conducting various training in order to
adopt the change in comparison to the fat duck. Changing - it is the step which helps in improving and implementing the change so that
the employee can easily adopt the change. The Mandrake hotel is focuses on effective
planning so that they can made the change in an appropriate manner. The fat duck is
concerned about the change and taking initiatives but they are providing extra effort so
that their employees can be agreed to adopt the change. Refreezing - it is the last day which evaluate and determine the successful
implementation of change. Mandrake hotel is accepting the change so that they can
actively participate in learning process and the fat duck needs to take some extra effort in
order to convince their employees for adopting change.
Contrasting in term of Mandrake hotel & The Fat Duck
Mandrake hotel adopting the change by using change management model so that they can
make their employees to actively participate in accepting and performing various activities. The
new change which is being adopted by the hotel is to use the advanced software so that they can
bring effectiveness in the organisation. As earlier all the employees are familiar with the old
software and do not want to comply with the new one. Restaurant is adopting change
management model by which they can improve the interest of their employees.
In context to The fat duck hotel it is the the luxury property in the London which is bringing
change and order to get effectiveness in the UK market. Leader and manager is trying to
convince their employees but they cannot influence as less number alkalis are agreed to accept
the change in comparison to Mandrake hotel.

CONCLUSION
It is concluded from the above report that each organisation needs to have effective
management and leadership style and this report identify the different types of leadership style
which is being off by the organisation and determine the impact of micro and macro factors on
the business structure and their style. Furthermore it also explain the leadership and management
style for the success and growth of the association.

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