Leadership and Management in the Service Industry: Connaught Hotel

This report provides a detailed analysis of leadership and management principles within the service industry, specifically focusing on the Connaught Hotel. It begins by examining classical management theories such as scientific management, bureaucratic theory, and human relations theory, relating them to the hotel's operations. The report then explores the roles of a leader, highlighting motivation, direction, and connector roles, and reviews various leadership styles including autocratic, laissez-faire, and democratic styles, evaluating their advantages and disadvantages within the hotel context. The impact of internal factors like corporate culture and skilled employees, and external factors such as increasing competition, innovation, technology, and government policy on management styles are also analyzed. Furthermore, the report identifies essential hard and soft leadership skills, such as communication, problem-solving, listening, and self-awareness, crucial for success in the service sector. Finally, the report compares and contrasts different service industries, providing insights into effective leadership and management strategies.

Leadership and
Management for service
industries

Table of Contents
INTRODUCTION.......................................................................................................................................2
TASK 1.......................................................................................................................................................3
P1. Different classical management theories...........................................................................................3
P2. Role of leader and leadership styles..................................................................................................4
P3. Review leadership style in service sector..........................................................................................5
TASK 2.......................................................................................................................................................6
P4. Internal and external factor influence management styles.................................................................6
TASK 3.......................................................................................................................................................8
P5. Provide hard and soft leadership skills from service sector...............................................................8
P6. Future management and leadership skills which are required for services sector..............................9
TASK 4.....................................................................................................................................................10
P7. Compare and contrast different service industry.............................................................................10
CONCLUSION.........................................................................................................................................12
REFERENCES..........................................................................................................................................12

INTRODUCTION
Leadership and management should be defined that leaders are willing to
accomplishment of goals and objectives and management is different from various functions as a
planning, organizing, staffing, directing and controlling (Bellibaş, Polatcan and Kılınç, 2020).
For this assessment, selected organization is Connaught hotel which is a 5 Star luxury hotel
based on London and it is owned and managed by Maybourne hotel group. It was established in
1815 as a prince of Saxe Coburg hotel. This report covers various topics classical management
theory and their applications, role of leader and leadership style, internal and external factor that
influence leadership style, hard and soft leadership skills, future management and leadership
skills and comparison of different service industries.
TASK 1
P1. Different classical management theories
Classical management theories define various styles of management which should be
recognized by hierarchy model and role of leadership in workplace. This theory consists of
various principles that workers should be selected for various task based on their skills and
aspirations and they should do not consider their jobs instead of focus of specialization as well as
profit maximization. Key classical management theories are should be defined with context of
Connaught hotel which are described below:
Scientific management theory: This theory was given by Frederick Taylor which has to
develop their completion of task through scientific analysis in a most effective manner in an
organization (Berg and Zoellick, 2019). Taylor has differentiated many experiments to focus
and improve better understanding among their employees and manage to improve their
efficiency in a workplace. With context to Connaught hotel, they should be focus to develop
their efficiencies and effectively for each and every person in business concern and also provide
them to advantage of team building, decision-making and promote better planning in their
organization.

Bureaucratic Theory: This theory determines their formal structure of hierarchical
model and allocating their task among employees as well as various departments to determine
both public and private organization. They should be focused to operate many firms under
various hierarchies of positions for each and every person in this firm is report to their higher
authority which ultimately reaches to their organizations. This theory is given by Max Weber
who is known as the father of bureaucracy. This theory is basically using division of labor to
break their task with a clearly defined responsibility and delegation of management. With
context to Connaught hotel, managers are divided their task among workers and should be
rewarded for each and every manner so that they can emphasizes to firm in a very rational way.
Human relation theory: This theory was given by Mayo’s human relations theory with
contain Hawthorne effect of motivation theory. Employees are motivated and they should only
focus to their employee satisfactions which influence workers to productivity and profitability in
an organization (Bhatti and Ali, 2021). In case of Connaught hotel, it is a significant theory for
firm and useful because they can communicate with other workers even if they are in conflict
situations as it has to get better relationship with their other employees.
P2. Role of leader and leadership styles
Leader is a person who inspires and motivates others to accomplish their goals and
objectives in their organization and moving towards a better vision into reality. Good leader have
a clear vision that is honest and clear focus towards their goals and objectives and play an
important part in an organization so that they can link between their employees and the
managers. Role of leader with context to Connaught hotel are as follows:
Motivation and direction: Leaders can motivate people so that they can accomplish
their goals and objectives and direct their employees and co-ordinate their efforts towards
success of firm. This will have organizations can attain their goals easily and increase their
profitability and profitability in their organization. In case of Connaught hotel, organization has
to increase their efficiency of employee and provide direction to their attainment of goals of
company (Bottery, Ping-Man and Ngai, 2018).
Connector: Leaders can be connected to various persons internally and externally so that
they can easily identify their problems for all workers and help to maintain their directions to

create a right team of people to complete their project task. Connaught hotels leaders are guide
their team members so that they can maintain their relationship with others employee also.
Change agent: Leader is change agent also who can direct contact with their employees
and communicate various team members and maintain their relationship with them. Leaders play
a significant role in organization so that any changes to a work without any objection from
workers and also help to understand their need of changes and advantage to take their changes as
well.
P3. Review leadership style in service sector
Autocratic leadership style: This style is also famed as authoritarian leadership which
leaders imposed expectations according to their subordinates and don't trust easily for everyone.
They should also work towards their result oriented program (Farrell, 2018). They can be a
passionate about their work and easily take decision making in an organization. This type of
leader is only person who has knowledge for whole team and also lack of creativity and decrease
productivity of team. There are various advantages and disadvantages of leadership styles with
context to Connaught hotel are as follows:
 This style is helpful for organization to take decision-making process easily
 To decrease their chances of mistakes of implementations of plans.
Disadvantages:
 This can be a negative impact of profitability and productivity
 Lack of coordination and their business enterprises.
Laissez faire leadership style: This style should be determined that there is a worker trust
and confident about their abilities to give guidance and take all responsibility for team members
so it will be helpful for teamwork they can quickly possible their own terms without any
interference (Hutchinson, 2018). This style situation where team members in organizations are
highly competent to take the all responsibility related to team members. With context to
Connaught hotel, they can have a attitude of managers and use creativity and resources to help to
meet their organizational goals and objectives.

Advantages:
 Leadership creates a positive environment in their organizations.
 They should provide a advantage of employee so that competence as their experience
leaders are there
Disadvantages:
 This style of leadership creative implementing changes in business organization
 Leadership style are created responsibility of persons should be clearly defined
Democratic leadership style: Democratic leadership style means they will give equal
participation in their decision making process and this involve not only leader but also their
employees are also take a part in decision-making processes (Kononets and Nestulya, 2020) . In
centralized approach they have power and giving their authority to employees and sense of
belongingness to result increasing engagement of employee. It is final decision making power
with employee and leaders to create a problem of decision making process time-consuming
process.
Advantages:
 This leadership style also enhances their employee satisfaction and motivation related to
their job.
 It should creativity in their organizations among between employees and leaders
Disadvantages:
 This style have an security issues related to their transparency and sharing their
information or to assemble all information related to this organization
 It does not have a skilled employee in poor decision making procedure for firm
(Lawrence, 2019)

TASK 2
P4. Internal and external factor influence management styles
Internal factors: These factors are represent their organizations has a control over their
businesses it will be directly impact of these factors in business where manager are limited and
control over those factor which changes in policies and regulations of firms. Internal factors can
impact their Connaught hotels which are described below:
Corporate culture: It is also influence their other factor of internal their company can
affect through its operations and innovation (Lee and Ip, 2021). Connaught hotel is based on
traditional concept which produce problem of their business.
Skilled employees: There are lacks of skilled employees in their organization which
produce conflicts to their business and it has operating as well as brand image of firm. They
require skilled employees to conduct their operations effectively and efficiently.
External factors: External factors are those factors which are outside organization and
decrease impact of directly in business but also important factors for firm which operation in
market as well as their experience to employee. To overcome these factors they will need to
identify some factors related to these external and with context to Connaught hotel are as
follows:
Increasing competition: There is an increasing competition in marketplace related to
this hotel which should decrease their market share in firm. This innovative technology is
produce impact on their sales and revenue in firm. To overcome this factor they need to make
some changes in their strategies as well as their policies and regulations in business organizations
(Moss, 2019).
Innovation and technology: Sometime innovation represents their ideas, thoughts and
experience about their employee and how they can impact their organization and accomplish
their sustainable competitive advantage. Organization uses this technology help to increase their
experiences and also increase their efficiency and effectiveness and their business organizations.
It should not focusing on new technology but also create sales and revenue in organization.

Government policy: Connaught hotel has a function which gets affected by politics main
government policies, rules and regulations because each and every nation has its own rules and
regulations. It gives a greater impact on their structure and management style and this will be
depended upon their government policies. Connaught hotel uses Laissez faire management styles
and decentralized structure and their country where they have relaxation system.
TASK 3
P5. Provide hard and soft leadership skills from service sector
Connaught hotel identify management and leadership styles for main reasons to success
and there always increase their skills of leadership and management style in firm’s managers and
leaders (Oberer and Erkollar, 2018). Manager and leader both have hard skills and soft skills
whereas, hard skills are represent their technical services as study of designing and planning,
economic analysis and so on. In case of soft skills, it is to be concerned that each and every type
of firms has communication, leadership skills and management skills. For an effective leadership
skills and management uses both hard and soft skills which are described below:
Leadership skills:
 Communication skills: For an effective communication skills, leadership define that
they can interact with their subordinates or any other person or team members they
should have a quality of communication to convince people towards their
accomplishment of goals and objectives and is very significant skills to convey message
to other subordinates.
 Problem solving skills: Leaders of Connaught hotel are facing various problems related
to their dissatisfaction of employee, salary issues and so on. Leaders solve this problems
which becomes very efficient for them (Oh and Wang, 2020).
Management skills:
 Listening and communication skills: Good listening skills to their subordinates is very
crucial factors to this management and it is very important for managers of Connaught
hotel because there are many situations which have to listen their problems from various

subordinates and that should be need a good listener and communication so that they can
attract more and more for customers about their firm.
 Self Awareness skills: Even they are working in a large company, Connaught hotel
manager needs to get a self awareness so that if any crucial or conflict situation will be
arises in near upcoming years they are able to make a precaution with had to overcome
with them.
P6. Future management and leadership skills which are required for services sector
For success growth of firm which is not achieved only for current skills and also focuses
to increase their future and leadership skills are required for upcoming years in their organization
(Şeşen, Sürücü and Maşlakcı, 2019). For soft skills are useful for future management and
leadership are required to Connaught hotel which are described below:
Diversity management skills: These skills which are not possible for diversify their
groups in their workplace. Hotel diversify their workplace in their environment because it should
produce many conflicts and situation are should be arises to dealing with many conflicts situation
from diversity should deal with help of diversity management skills.
Budget control: Budget in hospitality industry plays a vital role which can create impact
of profitability and productivity in business organization. It is important skills when leadership as
well as a management allows leaders to complete these tasks according to their goals and
objectives. To provide many opportunity that saves cost of company and increase their profit
more and more. They can develop training and development of organizations and Connaught
hotel are hiring an employee who has knowledge of budget and also provide training to increase
their skills.
Soft skill assessment: Skills is a very significant for organization success and growth
that firm need to assess their managers from time to time (Yadav and Lata, 2018). Managers of
Connaught hotel explore some soft skills which help to improve their communication in
management skills. This skills are necessary for future management also which required
hospitality industry but it is significant for Connaught hotel that they can accomplish their goals
and objectives through this skills. It should be analyzed that they can achieve their skills through

following significant activities which are named as transparency, understanding trends,
leadership principles, emotional intelligence and results only work focus.
Communication to clients: To communicate their customers or interact with customers
for Connaught hotel is conducting their operations that they should strong communication skills
to serve their customers effectively and interact with an efficient manner. Leadership and
management communication for several reasons which includes provide them solution, interact
with them, increased their experience and skills to provide an additional extra information and so
on also (Bellibaş, Polatcan and Kılınç, 2020). They should also develop through training and
development so that improve more knowledge towards this firm.
TASK 4
P7. Compare and contrast different service industry
Firm need to understand that nothing should be fixed in case of business organizations
because everything is dynamic and at any stage organization should face some changes. For
dynamic environment, firm should be focus on change that needs to be implementing, adapting
and working environment is efficient that what changes can be understood with help of Hilton
hotel. Through this comparison, it is necessary to apply Lewin’s change model so there is
comparison of change management system in leadership and significant factor to change
management system. It should be successfully implementing their changes in firm and change
management system helps to manage all changes in organization related to their working
conditions adopt some changes should produce many problems (Berg and Zoellick, 2019)
Lewin’s change model Connaught hotel Hilton hotel
Change management: It is a
method that firm describes
their implementation changes
in process of company and
management towards various
steps to provide supports to
employees work can be done
as well as activities to develop
In case of Connaught hotel,
they dismiss their rumors and
clear out real situation by
communicating various
customers to need their change
and why is it necessary to
define all advantage of
employee so that they can
Hilton hotel try to
communicate their employee
about changing with proper
communication and their
effective and efficient manner
so that they can aware about
each and every employee

those changes. They need to
ensure that commitment of
changes and implementation
of plan with changes in
management.
agree to make certain changes
in their organization
towards this type of changes
Refreeze: It is process where
changes are reinforcing,
stabilizing as well as their new
state of changes acceptable for
people in their organizations
because they are offering
goals, people, structure and
actually adopting new changes
of ways of working and
cannot adopt traditional ways
of working in this
organization. They are ready
to work in changes in an
efficient and effective manner
to maintain their performance
with help of new ways of
working (Bhatti and Ali,
2021)
Connaught hotel uses effective
leadership and management
style so that they can convince
all employees related to their
refreeze bridge new changes
and after those certain changes
in an efficient manner.
In case of Hilton hotel, they
should be tries to connect
more and more employee so
that they can change should be
accepted by their workers
Unfreeze: Firm need to be
adopted by organizations
where people who resist
changes to create awareness
for acceptability of some
change in organization and
enhance their awareness of
people. It should be examined
In case of Connaught hotel,
leaders and managers are
always tried to make certain
changes in their organization
and employee also accept
some changes easily. For that
purpose, they decided to make
their changes with the help of
With context to Hilton hotel,
this was stage their countries
decide what they have been
changed in their working
environment

that ways of thinking and
reacting employee benefit
changes are remain
competitive in organizations.
It is important to understand
that motivate people to accept
their some change is first
method to change
management model where
organization is preparing for
accepting change which is
crucial for organization
survey to understand their
current situation of firm to
prepare themselves for giving
their answers for any situation
why changes are applied in the
company and the which is
beneficial to clear doubts and
concerns (Bottery, Ping-Man
and Ngai, 2018)
CONCLUSION
As per above information, it has been understood that leadership defines that they can
influence and motivate others towards their accomplishment of goals and objectives and different
classical theory is benefit for organizations as well as increased their profit in firm. There are
also decision making is for long-term vision of company and to motivate employee to put their
efforts, different management styles are added to our leaders and making internal factors and
external that influence their service sector and affect operation of firm.

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