Critical Analysis of Leadership and Management in Service Industry

This report examines leadership and management within the service industry, specifically using the Wa pila hotel as a case study. It explores persuasive leadership, emphasizing the importance of employee feedback and engagement for effective decision-making and improved sales. The report highlights how the hotel's managers foster a supportive environment, reward employees, and address conflicts to retain staff. It also discusses the challenges of managing a large workforce and the impact of internal and external factors on leadership effectiveness. Furthermore, the report identifies key characteristics of effective managers, such as strategic development and acting as a support system. The report concludes with a discussion on the importance of leadership and management in the service industry, supported by relevant academic references.

Leadership and management in service industry
.
Internal and external factors
Characteristics of effective manager
Strategic developer : Wa pila leaders describes that what an organization is going
to do for achieving goal. They prepare short and long term goals and monitors them
effectively which gives success to the organization.
Act as support system: Wa pila leaders supports subordinates by giving proper
information and they participate in their decision making which further helps them
to implement their plans
Review of the multigenerational leaders and critical view on
specific changes in management styles
persuasive leadership includes active hearing of opinions of
subordinate so that a satisfactory decision can be taken for
employees. The Wa pila hotel manager gives training and
encourages learning where employees put forward their skills and
knowledge which brings effectiveness in sales. Manager provides a
fertile work environment where Wa pila hotel employees freely
communicate so they can easily expose their ideas which further
aids in effective decision making.
Wa pila managers reward their employees when sales are increased.
When any kind of dispute occurs then Wa pila manager eliminate
that contention by listening their problems and provide a suitable
solution and a fair decision towards dispute that aids in retaining
employees. Wa pila mangers provide more information and clear
instruction so that employees can bring effectiveness in work to
achieve goal. This management style brings frustration because Wa
pila has a huge number of employees and sometimes it is impossible
for a manger to listen each employee and to give feedback.
References
Seibert, S.E. and et.al.,2017. Linking developmental experiences to leader
effectiveness and promotability: The mediating role of leadership self‐
efficacy and mentor network. Personnel Psychology. 70(2). pp.357-397.
Simons, T. and et.al., 2015. How leader alignment of words and deeds affects
followers: A meta-analysis of behavioral integrity research. Journal of
Business Ethics. 132(4). pp.831-844.
Culture plays a vital role in determining the internal
environment of the organization. it collects and
organizes the visions, beliefs and habits which is
shared among employees and also determines that
how an organization will perform.
Culture
Organization structure- these include not only
company's hierarchy but also pay structure of the
people in the company. The structure becomes
effective and efficient by putting employees and
functions into different categories so that company
can perform its different functions simultaneously
and seamlessly. Here Wa-Pila hotels' managers
assigned different duties to different employees so
that there can be an increase in growth within the
Wa-Pila hotel as well as their employees also
Organizatio
n structure-
Wa-Pila stakeholder’s are customers, managers,
employees, investors etc. needs of each person is
different. Company has to involve their concerns and
has to make decision accordingly. Hence if
employees want freedom then managers have to
change their management style and have to empower
them so that they can work effectively in business
unit. Firm has to make changes in their structuring in
such manner so that they can share their views easily.
This helps in meeting with the expectation of
different stakeholders.
Stakeholder
s
Technology is the major external factor which
influence structure and management style. Mobile
applications help in making effective coordination
with workers and consumers which makes the work
smooth. Hence managers can make coordination
with employees easily which develops healthy
relationship between employees and employers. This
thing impact on management structure and style and
manager need not to supervise each work closely,
they can get updated information by using advance
technology. Use of email and social sites make
communication easy hence manages may change
their pattern because use of advance techniques help
in minimizing confusion and smooth flow of work.
Digitalizati
on