Leadership and Management in the Service Sector: Thomas Cook & TUI

This report delves into the crucial aspects of leadership and management within the service sector, emphasizing the need for service companies to differentiate themselves through superior performance and innovative approaches. The study begins with an introduction to the importance of leadership, particularly in the context of the service industry, and then focuses on two major players in the travel and tourism sector: Thomas Cook and TUI. It covers key classical management theories and applies them to TUI, analyzing various leadership styles. The report highlights essential soft skills such as team leadership, coaching, and mentoring, while also addressing hard skills like monitoring and commercial acumen. Furthermore, it critically evaluates the impact of digital technology, management, and leadership skills on the service sector. Change management systems and leadership styles in implementing change are compared across different service industry organizations. The report also explores how change management affects management and leadership skills, using TUI as a case study, and applies Kotter's 8-Step Change Model and Kurt Lewin's Change Model. References are provided to support the analysis.

Leadership & Management for service industries
(Unit 5)

Introduction
Service company need to create the edge by doing things differently from the
others, while continuing to strive for better performance quality. It is very necessary
for the company to deprive the long-lasting way of performing activities in to more
performing manner. In terms of leadership which is most required thing to deserve
attention because this sector represents 90 present of employment and nearly 80
percent of gross domestic product in the United States. This is the best way to
promote the business activities with the help of leadership approaches. Present study
based on leadership in service sector. For the study will be taking Thomas Cook and
TUI which is the largest chain in Travel and tourism industry. Study represents
different classical management theories and apply it into the TUI or in a comparable
service industry organization. Further also, it covers leadership styles in TUI or a
comparable service industry organization.

Soft Skills
• Team Leadership: this is the soft skills which is required by the manager in order to make employee feel easy and in
comfort zone. This will help to promote the effective employee development task and also very necessary and important to
lead the team in a higher efficient manner. hospitality sector has a huge department where requirement of effective team
leader is very important. Manager should also be a good leader to understand and manage the employee’s queries and
manage conflict among them.
• Coaching: Manager is a kind of mentor or the guide who always make employees on the correct path. Coaching helps to
develop a new managerial skill and who guide to be the better manner. excellent hospitality manager has always improved
the competency level of employees or of the team members through effective training and development, recognition and
motivation. So, in other words, manager should have that skills to perform all this specific task. That also very helpful for the
better motivation growth in the future.
• Mentoring : it is the another soft skill that should have In the HR manager in order to guide to all other employees within the
organization and goals. Mentoring is the best way to accomplish employee better performance.

To be Continued
Hard and soft skill of Restaurant Manager :
Hard Skills :
Monitoring : The foremost duty of restaurant manager is to handle the overall situation and guidelines to be more
effective and environment should be in the proper format. Overall, it also helps to define that monitoring process
should be handles in an proper manner.
Commercial Acumen : Commercial acumen is the foremost skill in which manager should also responsible to
manage the budget and controlling the best following activity. Restaurant manager responsible to analyse the
sales and follow up that how much company earn from which source.

To be Continued
Soft Skills
Communication : Communication is the soft skills in restaurant manager that helps to maintained the good
relationship with all the other people.
Problem Solving : Problem Solving is the another skill that should have in the manager in hospitality industry.
Facing problems with employees, staff that helps to deal with new advantage goals.

b) Critically evaluating in order to advancement in the digital
technology, management and leadership skills in the service sector.
• In the service sector, there are three skills that is the most crucial and important in within the leaders and
managers. In the contrast, with the advancement of the technology it reduces the importance of human
resource within the industry.
• Sometimes due to not having any such skills will make the company less effective as compare to other
competitors.
• This will make company low productive in order to sustaining in the market.
• Such skills are digital technology, management and leadership skills. On the other hand, digital technology
also occurred cost for the company as well.
• Management skills required to manage the employees task and distribute the work in an equal manner.
• besides, that it also need to be more evaluative and more confirming towards the task and goals.
• Leadership skills also very much required to make the things more clear and efficient.

c) Comparison of different service industry organizations change
management systems and leadership in implementing change.
• Change is a constant in the workplace especially in the era of digital transformation.
• Change management is very important and crucial for the company who always need to upgrade and enlarge
the new working styles.
• Different service sector performing the different task at the time of time management. TUI is the best
managerial task which is most important and leading development goals to address the all change
management.
• Change management is the most crucial task for the company to implement the work into more efficient
manner. hospitality industry, health care industry, travel and tourism industry.
• All kinds of industry allow to adopt change management techniques with the help of some effective result
and goals by applying technological evolution, process reviews.
• Besides, leaders and managers who help and manage employees to resist change. All kinds of businesses
adopt leadership style to manage change management.

d) Analyze of how change management affects management and
leadership skills and style in TUI
• Change is instrumental or necessary in growth. In today’s present business environment. Services sector
needs to be require more productive and efficient towards the higher approach.
• In other words, in change management leadership affect by different situations. In change management leader
has to face employee resistance in which the role of leaders to is to encourage them or address their issues
within the organizations.
• Besides, obstacle that company facing is communication breakdown communication breakdown where leader
needs to set the business objectives and make sure the positive environment within the business idea.
• Change management also affect the staff turnover in which the role of leader is to communicate well in the
business growth in which Engage team involving into the team.

KOTTER'S 8 STEP CHANGE MODEL

KOTTER'S 8 STEP CHANGE MODEL APPLIED TO TUI
 Create a sense of urgency: by adopting new technology TUI can create new urgency and
effective working. In this change employees help others to make effective change within
the organizations. outcomes.
 Build a strong coalition: team leaders have responsibility to manage or coordinate the
work in order to adopt the good change within the organizations
 Form a strategic vision: with the help of new change company can easily built up the
new and effective change management task in order to build the best productive result
and growth.
 Get everyone’s buy-in: effective change gathered everyone into the same direction that
helps to determine the best productive results and goals oriented target.
 Enable action by removing barriers: In order to perform task. Company should remove
all hurdles and ineffective process to perform the task.
 Generate short-term wins: TUI needs to set wins and celebrate with the leaders in order
to avoid stress.
 Sustain acceleration: press harder after the success in order to maintained the proper
productivity and focused level.
 Institute change: articulate the new connection till the process become more stronger and
effective.

KOTTER'S 8 STEP CHANGE MODEL APPLIED TO TUI
 Create a sense of urgency: by adopting new technology TUI can create new urgency and
effective working. In this change employees help others to make effective change within
the organizations. outcomes.
 Build a strong coalition: team leaders have responsibility to manage or coordinate the
work in order to adopt the good change within the organizations
 Form a strategic vision: with the help of new change company can easily built up the
new and effective change management task in order to build the best productive result
and growth.
 Get everyone’s buy-in: effective change gathered everyone into the same direction that
helps to determine the best productive results and goals oriented target.
 Enable action by removing barriers: In order to perform task. Company should remove
all hurdles and ineffective process to perform the task.
 Generate short-term wins: TUI needs to set wins and celebrate with the leaders in order
to avoid stress.
 Sustain acceleration: press harder after the success in order to maintained the proper
productivity and focused level.
 Institute change: articulate the new connection till the process become more stronger and
effective.

To be Continued
Kurt Lewins Change Model of change.
Unfreezing : Unfreezing is the first step in the change management, this stage managers or leaders settle the
people and make them prepare for the new change. In which communication is the tool which helps to be more
effective changes within the TUI.
Change : Change is the another stage in which all system has become new change in within the organization to
be more authenticated and challenging. This process involves to accept the new change of going new things
within the company environment.
Freeze : In this stage management will become stable after accepting the change. Besides that, it also helps to
design the more leading and beneficial stage where all the employees accepted the new methods and perform their
work in productive manner.

References
• Agote, L., Aramburu, N. and Lines, R., (2016). Authentic leadership perception, trust in the leader, and
followers’ emotions in organizational change processes. The Journal of Applied Behavioral Science. 52(1).
pp.35-63.
• Ansoff, H. I. and et.al., (2019). Implanting strategic management. Springer.
• Bouckenooghe, D., Zafar, A. and Raja, U., (2015). How ethical leadership shapes employees’ job
performance: The mediating roles of goal congruence and psychological capital. Journal of Business
Ethics. 129(2). pp.251-264.
• D’Innocenzo, L., Mathieu, J. E. and Kukenberger, M. R., (2016). A meta-analysis of different forms of shared
leadership–team performance relations. Journal of Management. 42(7). pp.1964-1991.
• DeCenzo, D. A., Robbins, S. P. and Verhulst, S. L., (2016). Fundamentals of Human Resource Management,
Binder Ready Version. John Wiley & Sons.

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