Leadership and Management: Theories, Styles, and Skills Analysis

This report delves into the crucial aspects of leadership and management within the service industry, using Crowne Plaza as a case study. It begins by identifying and applying classical management theories, such as scientific, administrative, bureaucracy, and behavioral theories, to the service sector. The report then explores the role of leaders, discussing different leadership styles like democratic, autocratic, and transformational, and their impact on organizational performance. A review of management and leadership styles within Crowne Plaza is provided, highlighting the benefits of their approach. The analysis extends to internal and external factors influencing management styles and structures, including employee dynamics, operational efficiency, market demand, and competition. Furthermore, the report assesses the importance of hard and soft skills in management and leadership, providing relevant service sector examples. It concludes by discussing the skills needed for future management and leadership roles, and the methods for developing these skills, equipping readers with a comprehensive understanding of effective leadership and management practices in the service industry.

Leadership and
Management for
Service Industries

Table of Contents
INTRODUCTION.......................................................................................................................................3
PART 1.......................................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1) Identify various theories of Classic management and also apply them within service sector............3
P2) Discuss role of leaders along with different style of leadership in context of service sector.............4
P3) Review management and leadership style within selected service organization...............................5
TASK 2.......................................................................................................................................................6
P4) Discuss internal and external factors which affect style and structure of management within
selected organization...............................................................................................................................6
TASK 3.......................................................................................................................................................8
P5) Assess hard and soft skills of management and leadership with appropriate service sector example 8
P6) Explain skills for future management and leadership in service industry and also discuss the way to
develop these skills..................................................................................................................................9
PART 2......................................................................................................................................................10
TASK 4.....................................................................................................................................................10
Covered in PPT.....................................................................................................................................10
CONCLUSION.........................................................................................................................................10
REFRENCES............................................................................................................................................11

INTRODUCTION
Leadership simply refers to the influence and potential of a person to guide and motivate
individuals and team towards goal attainment. Management is related with managing different
business functions and activities effectively so that predefined objectives can be achieved within
stipulated period of time. In hospitality industry, leadership and management functions is
considered as highly important functions for gaining desired outcomes in predefined period of
time (Torfing, 2019). In present report, Crowne Plaza is taken into consideration which is a
prominent hotel chain, headquarter in UK. It offers business travelers and premium customers by
offering a range of services. The present report is classified in two parts where first part includes
theories of classical management and role of leaders in service industry. Further, hard and soft
skills of leadership and management have also been covered in the report with the discussion
about future management & leadership skills and the way to achieve those skills within
predefined period of time. The second part of report covers comparison between different
organizations of service sector in terms of change management system. ‘
PART 1
TASK 1
P1) Identify various theories of Classic management and also apply them within service sector
Classic management theories are the traditional theories which have existence during
ancient days. There are some managers who still believe in classical approach thus adopt these
theories in order to improve overall productivity and efficiency. For this purpose, certain classic
management theories are given as under:
Scientific theory: These theories are traditional theories which focus on improvement of
overall output and production with an aim to enhance overall business performance in significant
manner. Scientific theory of management is evolved by Taylor as per which providing incentives
will bring better results in terms of improving performance of staff member (Jauhari, Singh and
Kumar, 2017). In context of Crowne Plaza, they can apply this theory in order to make
enhancement in current level of services in significant manner.

Administrative theory: It is the widely used theory which was developed by Henrive
Fayol who occupied prominent place in the field of management. Fayol provides 14 principles
of management which need to apply by each and every organization in order to make optimum
use of available resources. In reference of Crowne Plaza, they apply this concept so that
managers can guide employees in systematic way.
Bureaucracy Theory: This theory is based on the suitable way to run an organization for
which, it is vital to maintain a proper hierarchy. According to this, the organizational hierarchy
needs to provide significant information about roles, responsibilities of different individuals
working within company. In context of respective hotel, they also use this approach for bringing
effective coordination and collaboration at work place.
Behavioral management theory: According to this theory, workplace culture needs to
based on interest of employer and employees. This depicts the way by which productivity and
efficiency of work force can be enhanced by understanding requirements, needs and preferences
of work force (Whaley and Gillis, 2018). This theory enables manager in order to identify
behavior of employees and motivate them to work effectively towards success of company. In
context of respective organization, they apply this theory for turning actions of employees into
favorable behavior for entity.
P2) Discuss role of leaders along with different style of leadership in context of service sector
Leader is a person who provides direction, guidance to employees for making optimum
use of their potential for betterment of business. They use some predefined set of principles
which allows them to lead and guide work force effectively. Leaders motivate individuals and
teams by setting examples so that they become successful in future period of time. In reference
of respective company role of leaders is discussed below:
Set a vision: It is the responsibility of leaders to set a vision and communicate it to work
force so that they get a direction to perform task (Novak, Breznik and Natek, 2020). In reference
of Crowne Plaza, leaders are required to set smart goals for bringing best performance of
employees for growth of organization in future period of time.
Inspire and motivate: It is the most crucial role of leader under which they are required
to motivate as well as inspire human resources in an efficient manner. For this, they use different

techniques such as incentives, bonus, recognition, award and more so that work force gets
motivated to work in a certain manner.
Apart from this, there are different leadership styles are used by leaders as per situation. For this
purpose, certain prominent leadership styles are discussed below:
Democratic: It is widely used style of leadership under which employees are allowed to
take participate in decision making process of company (Sutrisno and Ardyan, 2020). In this,
staff members are considered as vital part of business and provided similar opportunities to put
their valuable suggestions for future growth. In context of Crowne plaza, it might prove
beneficial in terms of enhancing creative and innovative skills of employees which will be
favorable for growth of organization.
Autocratic: In contrast of democratic style in this, all the decisions are taken by higher
authorities without taking concern of employees. In context of respective company, they might
face negative implications of this approach in terms of reducing morale of employees.
Transformational: Under this, leaders are likely to encourage, motivate work force for
creative work which prove beneficial for growth of organization, In Crowne plaza, leaders also
need to adopt such behavior as it will facilitate creative and innovative practices in company.
P3) Review management and leadership style within selected service organization
It is analyzed that leadership and management is imperative for bringing best results at
work place. With leadership, leaders provide appropriate guidance, direction as well as support
to work force so that they work within company in an efficient manner. However, there are
various ways by which leaders and managers can manage employees. There is requirement to
evaluate the practice and approaches of leadership being applied by the leaders of respective
company for making necessary improvements (Sutrisno and Ardyan, 2020). In Crowne Plaza,
leaders and managers are well qualified and efficient to handle employees in best possible way.
For this purpose, they do not stick with one particular approach of leadership rather choose the
best possible style to lead as well as guide employees according to the situation.
It is analyzed that leaders and managers of company adopts democratic style under which
they encourage more and more people to take part in decision making process of organization.

They stimulate work force to recommend best possible solutions for meeting with the issues
which are being faced by company. In addition to this, they positively take the suggestions of
work force and also implement those suggestions in real context if, they are practical and
feasible. Leaders and managers of respective company are highly capable and have the capability
to guide staff members in right direction. Some benefits of the leadership and management style
of respective organization are given as under:
Better employer and employee’s relationship: It helps to facilitate better relationship
between managers and subordinates as employees have freedom to put their thoughts, opinion in
front of management (Malik, Dhar and Handa, 2016). Here, managers and leaders do not only
listen their suggestions but also acknowledge their efforts. This practice further helps in building
good relationship between both the parties.
Increase morale and job satisfaction: In respective company, leader encourages
employees for giving suggestions for betterment of business which further enhance their morale
and level of confidence. With this, employees become a significant part of organization and put
efforts for its success.
TASK 2
P4) Discuss internal and external factors which affect style and structure of management within
selected organization
There are ample of factors which are related with internal and external environment of
company and significant affects the management approaches. These factors are important and
need to address in order to convert the desire goals in real context. Some of these factors are
mentioned below:
Internal factors:
Employees: Human resources are one of the crucial elements of internal environment as
they are responsible to perform assigned task for betterment of company. Employees put a
significant impact over management style due to their different personality traits, background,
culture and more (Rofsky and et. al., 2020). It is stated that with leaders need to adjust their
approach as per the level, experience and background of work force. In reference of Crowne

plaza, managers and leaders need to modify their approaches which best fit with the requirement
of employees within company for realizing predefined goals in real context.
Operation efficiency: This is highly crucial in context of services industry for providing
excellent final services to users. It directly influence success of organization and users
experience which is crucial for gaining positive results in future period of time.
External factor:
Market demand: It is one of the important external factors as per which organization
needs to be well aware about recent market trends so that they can address the requirements of
customers in an efficient manner. It is vital for surviving and sustaining in current competitive
environment for longer period of time (Forde and et. al., 2019). In service industry, new
technology & advancements can be adopted by organizations in order to serve customers in best
possible way. In reference of Crowne plaza, they belong to service industry so it is vital for
managers to analyze the current market trend and them adjust their approaches accordingly. For
this purpose, they need to strengthen the relationship with customers for getting positive
outcomes in an efficient manner.
Competition: In current challenging world, competition prevails in each & every industry
due to which it is not easy to survive in market for longer duration. For stand in competition, it is
required to add some unique features, attributes in products & services so that customers get an
enriching experience. In reference of Crowne plaza, they face extensive level of competition
within industry so there is requirement to differentiate the services from other service providers.
Here, they require to train the work force so that they can offer high quality services for meeting
with customers expectations effectively. Therefore, leaders need to modify their current approcj
for getting best possible results in future period of time.

TASK 3
P5) Assess hard and soft skills of management and leadership with appropriate service sector
example
It is stated that hard and soft skills need to present in leaders and managers of service
industry so that they can operate business in proper and systematic way. Detailed of soft and
hard skills are mentioned below:
Hard Skills:
Hard skills can be easily developed by attending training session and taking appropriate
guidance. Generally, hard skills are technical and need to be performed job in an efficient
manner. Some of the hard skills are mentioned below:
Leadership: It is related with buliding good relationships by providing appropriate
guidance and support. This skill is required to work in a team in collaborative manner. It enables
a person to enhance trust in team members by performing assigned task with great coordination
and collaboration (Psomas and Antony, 2017).
Technical skills: In current world, a lot of tools and techniques are used in business so it
is important for a person to have good command over technical aspects to make an enriching
career in hospitality industry. In reference of respective hotel, manages and leaders need to
requited to gain sufficient knowledge of technologies and advancements for performing their
roles & responsibilities in bets possible way.
Soft Skills:
These skills are inherent with personality and make a person enable to put a better
impression on others. Some of the soft skills required for managers & leaders are mentioned
below:
Communication skills: In present time, communication is highly important as it makes a
person enable to interact with others in an efficient manner. In hospitality industry,
communication has a crucial place as it is important to interact with prestigious, premium as well

as foreign guest in an effective manner. In context of respective company, they are required to
provide appropriate training to managers and leaders for improving their communication skills.
Team work: In business, it is common to work in a team which is made with different
individuals (Küpers, 2016). For this, a person needs to have team work capability to manage
working with team members in an appropriate way. In Crowne plaza, there is requirement to
facilitate team work so that internal conflicts and grazed can be reduced down at minimum level.
P6) Explain skills for future management and leadership in service industry and also discuss the
way to develop these skills
In current changing environment, it has become imperative for leaders to understand the
changing environment and adapt changes accordingly to secure their position for future period of
time. For this purpose, certain skills need to developed by leaders & managers which are
elaborated below:
Emotional intelligence: This skill enables to build a strong personality to deal with
different situations in best possible way (Anning-Dorson, 2018). In hospitality industry, leaders
need to deal with handle different circumstances for which it is important to have emotional
intelligence. In reference of respective company, it will help leaders to be authentic so that
employees believe on them which is crucial for strengthening relationship.
Understanding of trends: In current time, there are new and advance practices are
introduced in market place on daily basis for which it is vital to have the understanding about
current market trend. It allows managers and leaders to modify their work practices for meeting
with current standards of market. For this, leaders and managers need to have the capability to
predict future requirement and prepare necessary action plan for future period of time.
Diverse team management: Now, it has become the trend that employees from different
background, culture, opinion work together for bringing best outcomes within organization.
Although, diversification is vital but it also brings conflicts, disputes. So, leaders and managers
need to have necessary capabilities so that they can maintain necessary coordination and
collaboration in diverse environment (Maqbool and et. al., 2017). This skill is helpful in terms of
minimizing conflicts and manages diverse team at work place in which people can effectively
communicate for achieving predefined objectives.

PART 2
TASK 4
Covered in PPT
CONCLUSION
It is analyzed with above mentioned information that leaders and managers are key
person of organization as they provide necessary guidance, support as well as direction to work
force. There are various theories of classical management which still holds crucial value in the
field of leadership and management. Discussion has been carried out about different leadership
styles which need to adopt by leaders as per the requirement of situation. Apart from this, there
are ample of internal and external factors which affect style & structure of management
significantly. In addition, leaders are required to analyze their hard and soft skills and need to
develop necessary skills for performing their roles efficiently in future period of time.

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