Leadership and Management for Service Industry - Marriott Analysis

This report delves into the realm of leadership and management within the service industry, focusing on the Marriott hotel as a case study. It begins by exploring classical management theories, such as administrative and scientific management, and their application in streamlining operations. The report then examines the roles of leaders, highlighting various leadership styles like autocratic and transformational leadership, and how these styles influence employee motivation and productivity. A review of management and leadership styles in the context of digital technology adoption is also provided. Furthermore, the report investigates the internal and external factors, including organizational structure, communication, customer demands, and political and economic influences, that shape management styles and structures. It assesses current hard and soft skills required for effective management, and projects future skill requirements. Finally, the report compares and contrasts change management systems within the service industry, offering insights into how organizations can adapt to changing market conditions and technological advancements.

Leadership and management
for service industry

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1 Different classical management theories and its application.................................................1
P2 The roles of leaders with different leaderships style.............................................................2
P3 Review management and leadership style.............................................................................3
LO 2.................................................................................................................................................4
P4 Internal and external factors that influence management style and structure........................4
LO 3.................................................................................................................................................6
P5 Current management and leadership hard and soft skills......................................................6
P6 Presenting future management and leadership skill...............................................................7
LO 4.................................................................................................................................................8
P7 Comparing and contrasting service industry organization change management system.......8
CONCLUSION..............................................................................................................................10
References......................................................................................................................................11

INTRODUCTION
Leadership and management are most important part of the any organisation. Both are
help to manage and control peoples and resources at workplace in effective manner. Leadership
is sets the new direction and guidance for the employees. Other hand management, is make
control or give direction to peoples or resource as per the principles and values which are
established at organisation. The present study is based on the “Marriott hotel” which is the
multinational diversified service industry. the study lays emphasis on the different classical
management theories and it application in service industry. Report will explain by roles of
leaders by using different leadership style in this sector. Study will review by the management
and leadership style in organisation. It will be investigate by internal and external factors which
are influences to structure and style of organisation. It will assess by current management and
leadership hard and soft skills are providing evidences from the specific examples. Report will
included by the discussion of future management and leadership skills required for selected
company. It will also compare and contrast by the different services industry's changes with
management style and leadership in implemented changes for the better future.

LO 1
P1 Different classical management theories and its application.
Classical management theory is based on the employees beliefs and expression
employees who are have the physical and economical needs in the organisation. This not focus
on the social needs and job satisfaction but it considers the leadership and decision-making, or
profit maximization. This help to solve all the problems of streamlines operations and enhanced
bottom line employees for improve and increase profit and productivity of Marriott hotel. There
are various classical management theories which are as follows:
Administrative theory
The administrative theory is based on the seven principles which are most important for
the industry and its growth. Those are planning, organizing, training, commanding and control
the functions which are follows by the Marriott hotel in effective manner. With the help of this
management is to make effective planning for manage their growth and productivity at
organisation. This help to improve profit and productivity of Marriott and build strong goodwill
at marketplace.
Scientific management theory
The scientific management theory is highly based on the effective concept of planning of
the work which is achieve by employees by giving their hard contribution at workplace. This
help to Marriott hotel for achieve efficiency, standardization and simplification. With the help of
this theory management is able to increased productivity by trust to between employees and
management. Management and leadership both are essentials part of organisation because they
are plays an very important role for achieve goals and objectives of company.
Those are the classical management theory which are effective and valuable for the
company and its growth in order to achieve goals and objectives of firm.
P2 The roles of leaders with different leaderships style.
The leaders are play an effective role in the services industry for guide as well as instruct
peoples for achieving goals and objective of the comp[any in effective manner. The main duty of
leaders are to inspire peoples for improve productivity of company by giving their hard
contribution. Leaders of Marriott hotel are plays role to solve issues of employees and also
performing task. Other hand, they have duty to provide best and effective solutions to employees

which are faced by them in organisation. With the help- of thi8s employees are motivated and
give their hard contribution for achieve goals and objectives of company. There are various
leadership style which are help to leaders for solve all the problems of employees which are as
follows:
Autocratic leadership
This leadership style is centred on boss because in this type of leadership style, leaders
are hold all the authority and responsibilities. This type of leaders are not allow to employees for
participating in decision-making process. In this they are take all the decision as per requirement.
They are take decision and communicate to their subordinate for process. In the context of
Marriott hotel, leaders are understand the adoption policies and work in effective manner and
take all decision as per own requirement.
Transformational leadership
The transformational leadership is all about effective and initiating changes in
organisation, group and other. In this leaders of Marriott hotel are make changes in the work
style and communicate them in effective manner for the growth of company. This type of leaders
are motivate to others for the work done in effective manner.
Those are the leadership styles which are effective and valuable for the growth of company.
P3 Review management and leadership style.
There are various management and leadership style which are reviewing on the digital
technology are as follows:
Autocratic leadership style
In this leadership style leaders are take their own decisions. They are not involves their
subordinate in decision making process. In the lunching new digital technology leaders are take
their own decision for using its not asked with their subordinates for uses its. In this leaders are
take decisions and communicate with subordinates for the process. That is effective because this
can create unity and unique decisions for best result of work by uses digital technology.
Democratic leadership
In this leaders are involves their subordinate in decisions making process. That is best
and effective to take views and opinions of their subordinates at workplace. At the time of digital
technology introduce, leaders are asked about that form their employees and make effective
training and development program.

Those are leadership style which are effective and best. In the next discussion is based on
management styles are as follows:
Extroverted management style
Manager are highly agreeableness and possibly to extraversion far more likely to prefers
effective management style at Marriott hotel. In that manager are take and give relations or
manager and employees support each and other in effective manner.
Administrative managements style
This management style is effective and best for using it in effective manner. In this
manager are make decisions and focus on rules and process over preference in effective manner.
They are make decisions as per using digital technology.
Those are the management styles which are help to manager for take decisions as per
requirments.
LO 2
P4 Internal and external factors that influence management style and structure.
Internal and external factors are highly influence to management style and structure of
Marriott hotel. Marriott is the international hotel which is maintain their position at marketplace
by analysing organisational structure, communication, culture, mission, vision and innovation.
With the help of this hotel manager are able to analysis those factors which are influence to
management and policies of company. Internal analysis of company are as follows:
Organisational structure
Organisational structure is the best strength of company which is influence management
style. Marriott hotel has the various strength such as it is highly successful at market place for its
product and strategies. Organisational structure of company is differently designed for address
all the growth factor of company. For example: company is follows the hierarchical
organisational structure which is effective and valuable but it can impact to business and its
growth. In this company manager follow all process of work as per structure. By this, it can
influence to management style because as per this management take other decisions for growth.
Communication
Communication is the effective and valuable for the growth of company. But this can
impact to the business and its management style. Like communication between employees are

have to be effective and clear because it can impact to the business. By creating
miscommunication at workplace. This can influence to management style of Marriott hotel.
Opportunities and innovation
Opportunities are also influenced to management style and structure of Marriott hotel.
The opportunities are high potential emerging market, innovation in customers services and also
better interiors designs. This influence to management style and structure like hotel manager
have use administrative management style, this highly concerns with the rules and regulations of
the company. If company manger have to use those opportunity in their policies for better work.
In that, management haver to make new rules and regulations for the company. For address
comment in effective manner. Innovation is influence to management style like management is
think innovative think in the organisation for the growth of the company. But in that, this can
influence to the management style because of innovation is create lots of changes in management
style.
Competition
The Marriott hotel have threat from entry of several and various international brands,
competition on price points and stagnated growth. Those are threat of hotel and this can
influence to management style and structure by addressing new polices and make new strategies
for growth of company. It is very effective and valuable for company and its growth to overcome
threats. For example: management style is administrative in this management have already rules
and regulations to manage their goals and objectives of company. For overcome those threats
company have to make new strategies and use their opportunities for better improvement. In that
management have to make new rules and polices. By this, those are influence to management
style and structure of Marriott hotel.
Those are elements of internal analysis which are help to analysis strength, weakness,
opportunities and threats of company. Also, help to analysis its impact on company and its
growth factor. To analysis the external factor such as political, economical, technological, social,
environmental, globalisation, stakeholders and customer which is impact to management style
and structure are as follows:
Customers
Customers are influence to management style by changing their purchasing and demand
power. Those can influence to management style like customers demand and needs are all time

different want all their needs and wants are fulfil know and at the place with the effective
changes. In that management have to take decision as customers needs not on management style.
Political
Political factor is major economic factor which is impact to business of Marriott hotel.
This includes exchange rate, taxation and so on. This factor is create threat by creating problems
and conflicts. Moreover, the changes in government policy and rules and regulations are impact
to the business and its growth. For example: tax rate is increased on booking, then it can impact
to the management style by moving customers towards others. In that company have to make
better strategy which is help to make better decision making.
Economical
The economical factors are also influence to management style of Marriott hotel. This
includes inflation rate, saving rate, interest rate and foreign rate. Those can influence to
management and its growth. For example: prices inflation like increases, it can influence to
management style of Marriott hotel. Because of this customers are move towards the others. This
can impact to the demand and supply of hotel and price inflation impact to purchasing power of
buyer and customers.
Social
Social culture and ways of thinking are impact to the business and its growth factor. This
includes the various factor like attitudes and lifestyle of peoples. There are needs to peoples are
related to food and beverages create situation of the company. With those changes manager have
to changes their polices and ways of cooking and try to make good and best test of food. For
manager can give best training to their staff.
Technological
Technological factors also impact and influence to management of Marriott by lunching
new and effective technology like social media, online market and websites etc. it is very
effective and valuable the business but its can impact to the business and its growth. This can
influence management style and functions of food chain. Like digital technology is influence to
management style because in that manager have to take decisions are digital technology. Like
training and development program, recruitment and selection process.
Environmental

Environmental factor influence to management style and their growth factors. This
includes various factors like weather changes, climate changes, laws regulations and waste
management in services sector. This can impact to the management like weather is suddenly
change at this time customers are want best and effective services from the hotel. In that hotel
management have to make and sure about their services and make best planning. Those are help
to make best planning and services by providing effectiveness.
Those are the elements of the external factors which can influence to management style of
company in effective manner.
LO 3
P5 Current management and leadership hard and soft skills.
Management Skills: These skills are mainly applied to broad array of function in very
function in Marriott such as in production, finance, accounting and marketing etc. These skills
includes:
 Planning: Manager of Marriott should have the skills related to planning which involved
drafting company's policy and certain objectives.
 Organizing: It means creating structure in order to accomplish plan and also help in
designing new structure as well (Grady and et.al., 2019).
 Problem solving: This helps to create positive working culture because if the managers
have the problem solving skills which helps to maintain employee relation.
 Communicating: Effective communication skills are also needed so that it will help to
convince others and also attain the aims and objectives of a firm.
Leadership skills:
 Hard skills: This are the teachable skill which are easy to quantify and these are learned
abilities which are acquired and enhanced through practice and education. Therefore,
leader of Marriott must posses foreign language skills, machine operation, IT skills and
editing as well (Solomon, Costea and Nita, 2016).
Soft skills: This skills is the combination of people skills, social skills and communication skills.
Such that it is a desirable quality of a certain forms of an employment that do not depend on
acquired knowledge. These skills include communication, delegation, inspirational motivation,
positive attitude, trustworthiness, creative thinking and innovative.

P6 Presenting future management and leadership skill
Technological Management Skills: This skills are related to advance technology such
that in this modern era, it is quite essential for the managers and leader to follow new techniques
such as Artificial Intelligence. So that it will help to save time and money as well. Even
managers are supposed to have a detailed knowledge about new technology and also
understanding how to tackle new emerging issues as well.
Art of giving and using feedback: The ability of give and take and check the annual
performance review with a constant feedback will help to build trust and give real time
constructive feedback as well. It has been analysed that by involving others In the decision will
help to increases the collaboration and improving the performance as well.
Emotional intelligence: it refers to the skill to perceive, control and also evaluate
emotion. Such that If the mangers are able to sharpen this type of ability, so that they can be
more effectively lead and work with an employees (Zhao, Hwang and Lee, 2016). Moreover, by
enhancing an emotional intelligence and be more aware of own will help to respond many
difficult situation. Therefore, for a leader it is quite essential to update this skill in order to
achieve the future goals of Marriott.
LO 4
P7 Comparing and contrasting service industry organization change management system
Marriott uses Kurt Lewin change management model that helps to understand the change
process and it also consist of three stages such as:
Unfreeze: This stage states that something is going to be change and that is why all the
management should have to be so strong with their emotion. It is quite essential for a business to
disclose the need of a change and through effective communication, staff of Marriott are more
willing to accept the new change of direction (Koryak and et.al., 2015). Further, it will be more
beneficial for the firm to involve the employees to take constructive approach for a change
process.
Changing: This type of change is implemented or a short term and it is also known as
moving stage. Once the employees accepted the current process then It is hard to implement
other change and by acting smartly and implementing the change for a short term and then

employees should also become aware of the importance of change more quickly (Cummings,
Bridgman and Brown, 2016).
Refreezing:It is all about solidifying a change but there may be chances that employees
are inclined to revert to their old habits. That is why, it Is recommended to Marriott to have
proper arrangement and also make adjustment as well, only then a new situation can be
stabilizes.
It has been analysed that the model is mostly used in organizational change and it is also
used in team building so that it can bring bout the mentality change among employees and also
create awareness as well (Burnes and Bargal, 2017).
On contrary, Hilton uses Kottler 8 stage model that helps to successfully adapt the
change. It has 8 stages that helps to implement the change in better way such that it includes:
Increase urgency: In this stage, there is a need to aware the employees for the need and
urgency of a change. Therefore, it require open and honest dialogue that helps to convince the
employees in order to take better action.
Forming powerful guiding Coalition: Through this, the group manage all efforts and
also encourage employees to corporate to take constructive approach. Due to effective
Illustration 1: Kottler 8 stage model
(Source: Kottler 8 stage model, 2018)

communication, the employees also identify themselves as a part of a team and easily accept
change.
Developing vision and strategy: By developing effective vision, that helps to create
support and acceptance among employees (Ionescu and Bolcaş, 2018). Therefore, the ideas of
employees can also be incorporated in vision and it will help to achieve the goals as well.
Communicate the vision: This can be achieved through effective communication and
talking about new vision with the employees and even by taking their opinions and concern will
also make the change acceptable.
Removing obstacles: while implementing change, make sure to remove obstacles and
also aligned with an overall organizational vision.
Create short term win: Short goals are the key of achieving the long-term goals and the
reward the contribution of a people who are involved in meeting targets (Das, 2019).
Consolidating gains: Through continuous improvement process, Hilton will easily
achieve the success.
Anchoring change in corporate culture: this state that a change will only become a
part of corporate culture when it has become a part of a organization. Therefore, values and
standards should also be agree with a new vision and employee should continue to support as
well (Veling and et.al., 2018).
CONCLUSION
From the above study it had been concluded that the leadership and management has
important for the business and it growth. They has make high control on resource and guide to
employees in effective manner. The different classical management theory which has effective to
maintain those activities in effective manner. The leaders has plays effective role which has good
communication and motivator. The management and leadership style has effective and valuable
for the business and its growth factor. Internal factor like innovation, organisational structure,
mission and vision other hand external factor like political, technological has influenced business
and its growth. Hard and soft skills has effective for provide evidence and future management
and leadership skill has required for the growth of company.