Leadership and Management Strategies for Holiday Inn: A Report

This report provides a detailed analysis of leadership and management practices within Holiday Inn, a prominent hotel chain in the service industry. The report begins with an introduction to leadership management and its importance in achieving organizational goals. Task 1 assesses classical management theories, including scientific, bureaucratic, and administrative approaches, and their application within Holiday Inn. It also explores the roles of leaders and their distinct leadership styles, such as directive, supportive, and achievement-oriented leadership. Furthermore, it reviews the service sector organization in context with leadership styles and their management. Task 2 examines internal and external factors influencing management styles and structures. Task 3 assesses hard and soft leadership and management skills, providing specific examples from the service sector. The report also discusses future management and leadership skills required for achieving organizational goals. Finally, Task 4 addresses change management systems and leadership styles adopted during implementation. The report concludes with a summary of key findings and recommendations for effective leadership and management in the service industry.

Leadership and management
for service industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Assessment of classical management theories and their application in service industry........3
P2 Explain the role of the leader and their distinct leadership styles in sector of service
Industry.........................................................................................................................................5
P3 Review of service sector organisation in context with leadership styles and their
management..................................................................................................................................7
TASK 2............................................................................................................................................8
P4 Internal and external factors influencing management styles & structures in chosen service
industry firm.................................................................................................................................8
TASK 3............................................................................................................................................9
P5 Asses ‘hard’ and soft’ leadership and management skills having evidence from specific
examples in service sector industry..............................................................................................9
P6 Future management and leadership skills required by service sector for achievement of
organisations goals.....................................................................................................................11
TASK 4..........................................................................................................................................11
P7 Discussion on different service industry firm’ change management systems and leadership
styles adopted in implementing change......................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership management is basically process or professional responsibility which is taken
forward by individuals known as manager and leaders (Al-Ali and et.al., 2017). This is a role in
which key responsible individuals are talking up the responsibility of executing functions and
operations of organization in an efficient manner. These segments in a firm holds so much of
importance as they are mainly the centre points who are taking forward the group in direction of
achieving organizational goals and objectives. This report will focus on discussing leadership
and management operations in a famous hotel, Holiday Inn. It is one of the largest hotel chains in
world. It is headquartered in Denham, Buckinghamshire. This hotel is engaged in providing
services in various sectors, such as, food services, lodging, conventions, meetings, timeshares. It
is a subsidiary of a very famous hospitality business group, i.e., InterContinental Hotels Group.
This report is concentrating on discussion of different roles and responsibilities in context of
chosen organisation. Furthermore, various other dimension in context of professional capacity of
a manager and a leader has also been attempted. In context of Holiday Inn, a leader and manager
is directed towards making efforts towards making employees so much efficient and effective
that organisational desired goals and objectives are achieved in time period less than that is
stipulated with better profitability measures.
TASK 1
P1 Assessment of classical management theories and their application in service industry
Theory of Classical management can be easily explained by taking reference to its own
name only. The term “classical” refers to something old or traditional. This style of management
is long established or accepted traditionally by management personnel. The main feature of this
model is that it is only concentrating on physical and economic needs. This theory does not take
social needs into consideration. The main reason behind this consideration factor is the main
objective of this model and that is to earn maximised profits in best possible and efficient manner
(Ardley and McIntosh, 2019). This theory is advocating in favour of incorporating some
traditional concepts in organization, for example, specialization of labour, centralized leadership
and decision making. In context of chosen organization, i.e., Holiday Inn, they have adopted this
style of management so as to make the perception and requirements of employees clear and goal

oriented. There are majorly three branches in this management style and they are scientific,
bureaucratic and administrative theory of management. The main objective of these three
theories is to make the functions and operations of business arranged in a systematic way. In this
theory, management principles are defined for achievement of goals and objectives of
organisation(Cameron and Green, 2019). These theories are included in classical management
and constituently are adopted by chosen firm in an appropriate manner and are discussed in
below points:
 Theory of scientific management : This theory was devised by Fredrick Taylor; he is
also known as father of management. In accordance with the principles advocated by
Taylor, the most element required to get best possible outputs is to improve the efficiency
and performance of employees. Moreover, this theory states that, to perform a specific
task or activity, there are different methodologies those can be adopted. The choice of
technique depends on volume of benefits that it can generate for the firm. In relation with
Holiday Inn, they are bearing various strategies and methodologies in both areas, viz.,
inside and outside the premises. The main objective of choosing this combination of
tactics is to face confront and overcome several obstacles in the path of success of
organization. The ultimate aim of this model is to improve productivity level of
employees, which is reflected in efficiency produced by them in their performance.
 Bureaucratic theory of management: Next in the line is Bureaucratic style. The main
difference between this model and other styles of management comes at the point of
rules, regulations and power. In accordance with this theory, both, managers and
employees do have to perform their tasks and responsibilities by following orders passed
by their superiors. The main idea behind this theory is that working remains in discipline
and order. In context of Holiday Inn, managers and leaders have to ensure that there is a
positive work environment in the workplace and they are able to generate a disciplined
structure in the firm (Dhar, 2016).
 Administrative theory of management: This theory is basically focusing on managing
a team or a group, instead of monitoring a single individual. According to this theory, the
main element for the success of an organization is the benefits that teamwork and group
coordination generate. Completion of tasks with better efficacy leads to smart and

positive relationships that revolves around management. The theory hereby allows
chosen organisation ability to achieve specific task oriented goals. The operational work
of selected enterprise is done through mutual understanding and establishment of
relationships in a proper way. In context with Holiday Inn, Everyone in the firm perform
their roles and responsibilities according to management procedures by workin together
as team.
The discussion made above about classical management theory and its branches, it can be noted
that management and its style is heterogeneous in every firm and are operated with applicable
rules and regulations of that style. The major advantage of these models is that, through these
channels, managers and leaders can easily analyse about behaviours, capabilities and traits of
their sub ordinates. Distinct organisations have perceptive focus on different classical theories
consisting of bureaucratic, administrative and scientific theories. It depends upon the firm to
decide which type of management or theory has to be given importance and select accordingly.
(Luo and et.al., 2019).
P2 Explain the role of the leader and their distinct leadership styles in sector of service Industry
For an organisation, to run its operations and functioning in an efficient and smooth
manner, a leader is required in the organisation. A leader manages the employees of the firms
and also the uncertain and censorious situations in the most effective way. A leader guides the
employees their roles and responsibilities and manages their performance. A leader is
responsible for driving and stimulating the staff as well as business operations in a well
organised mode. There are various roles performed by a leader in The Holiday Inn, and few of
his title roles are stated as:
Roles of a Leader
 Problem Solver- Business environment is dynamic and uncertain and can have a positive
and negative impact on the organisation. The leader acts as problem solver for both the
firm and employees. He resolves disputes and mistakes by an appropriate decision
making and solve the remedies. In case of Holiday Inn, the leader solves root cause of the
problem, considers all possible solutions and monitor its effect.

 Acts as a Mentor- A leader oversees the employee’s performance, motivate them and
solve their grievances. Motivation plays a crucial part in the file of an employee as it
results in increasing the productivity of the staff employed. He also guides the employees
a correct path for achieving individual's goal in compliance with the organisation's
overall goal. In context with Holiday Inn, the leader supports and helps the employees for
fulfilling their roles and responsibilities in the most efficient way (McCann, 2015).
 Vision Achiever- Every Organisation have its own vision and mission which are to be
achieved within a particular time period and new goals are to be set. A leader helps in
achieving these goals and improve the organisation's performance and at a rapid pace. In
relation to Holiday Inn, the leader uses the strategies combining it with the efficient
manpower for achieving the vision in the most suitable style (Mladenova, 2019).
Leadership Style- Every leader have his own fashion of managing and handling tasks and
employees. Due to increasing competition and dynamic nature of business environment
leadership style has gained a huge importance. It becomes crucial for the employees and
organisation for adopting the form of leadership style. Few of the leadership styles are listed
below:
 Directive Leadership- In this style the leader guides the employees towards work goals
and establishing a path for achieving those goals. Leader works for minimising the errors
and conflicts within the organisation. In context with Holiday Inn, the leader uses this
style for completion of task with in a particular time period.
 Supportive Leadership- The leaser acts as a friend and mentor with the employees. It is
a most effective style, but increases the dependency of the staff on leader. In case of
Holiday Inn this style is used for motivating the employees and increasing their loyalty
and belongingness towards the organisation.
 Achievement Leadership- This form of leadership style is another from of
achievement oriented style. This form deals with difficult tasks as well as challenges set
by company leaders of Holiday Inn . Therefore, employees are able to achieve good
output results.
It is analysed that leader plays a crucial part in smooth and efficient working of the
organisation. And a leader should possess all the leadership styles for connecting with the
employees of the organisation.

P3 Review of service sector organisation in context with leadership styles and their management
In service sector of market economy, role of managers and leaders is to handle operations
of business in such a manner that these efforts are directed towards achieving organisational
goals and objectives. The main aim of every activity or task performed by managers and leaders
is to improve the productivity and profitability level of the firm (Rehse, 2019). They are just
willing to incorporate maximum possible efficiency and effectiveness in the operations of the
business. Management is a continuous process and is pervasive in nature. It is applied to each
and every segment of an organization and hence, it is essential to incorporate changes in this
process so as to maintain continuity and smoothness in business operations. In context of
Holiday Inn, their management structure is well organised and defined, which is ultimately
reflected in their efficient end results. To implement a successful leadership program in a firm,
there are several common traits those must be possessed by the leader to become effective in
professional capacity. Examples of these qualities are influencing others, motivating employees
to perform better, guiding, etc. These skills must be implemented and executed within the
premises so as to enhance the effectiveness of performance of employees and improve the
profitability level. Chosen organization is adopting various tactics so as to improve the required
leadership skills; the major objective of this adoption is to carry out business activities in better
manner (Shahab, Sobari and Udin, 2018).
Holiday Inn for improving their leadership roles provide team activities and
brainstorming lectures within the firm. leaders in the organisation utilize these tasks performed a
to enhance their progress at an instant level. In the chosen organisation they also do
communicate with one another using the style as tool to demonstrate that everyone in the firm re-
rejoice their freedom of expression maintaining peace and harmony established in organisation.
TASK 2
P4 Internal and external factors influencing management styles & structures in chosen service
industry firm.
Before attempting to answer queries raised in this segment of the report, it is important to
mention that every organisation is different and hence, their nature of operations too. This

difference in nature of organizations makes it obvious that adopted styles and models of
management will also vary. Adopted style and model of management is also affected by various
factors and these factors can be categorised in two segments and they are internal and external
factors.
Internal factors: These are the features existing within premises and is affecting the style of
management. These factors are described below:
 Organisation culture: Culture can be defined as the set of values and believes, which is
passed from generation to generation. This is the one of the most impacting factor in
deciding the direction of all efforts. Organisation culture is the set of regulations that is
defining the experience of employees while being on their work station (Snell and et.al.,
2015). This factor is also impacting the behavioural pattern of people in an organization.
In relation with Holiday Inn, it is obligatory to maintain a positive work culture, hence, it
is essential so as to match up with the nature of organisation, which is hospitality. This
will help in boosting the productivity level and profitability measures too. If the culture
and management style are not complementing each other, then it may be a problem for
the managerial personnel to handle operations of the business.
 Employee engagement: In modern times, there is a huge raise in the idea of participative
management style. In accordance with this concept, employees are made a portion of
decision making plans and also strategy formulation process. This technique helps
management to improve the feeling of belongingness in employees and through this they
can also improve the employee retention rate. This in turn helps to easily reach to desired
position. In context of Holiday Inn, management is ensuring that it is engaging
employees in every bit of decision making process, so that, they are able to reach desired
position.
 Strategic talent management: In an organizational setup, there is diverse workforce and it
makes beneficial for a business to take advantage of such a diverse skill set. Adopted
management style should be in such a way that is capitalising every available resource so
as to maximise the productivity level. The manager of company build strategies
according to action plans and policies to increase competence level of subordinates in
organisation. (Tang, 2017).

External factors: These factors are residing outside the premise, but still seriously affect the
style of management and its activities as well. Some of external factors are explained below:
 Economic environment: It is one of the most important parts of impacting factor for a
business enterprise . If there is a rise in personal income of individuals , then there will be
a dynamic change in their investment of money towards product and services buying.
This factor help business manage any kind of leadership style adopted and structure them
in effective manner. It is necessary for manager to have knowledge of different factor for
planning in future accordingly.
 Legal environment: To be successful in business venture, it is important that management
is following every applicable law and rule on the operations of the business. If any
incompliance is there in firm, then, it will lead to the intervention by regulating
authorities. There are many opportunities available in the legal environment, if followed
carefully. Management should make changes and alterations in the working setup of the
company time to time, so as to make the operations smooth and efficient (Tang, 2019).
TASK 3
P5 Asses ‘hard’ and soft’ leadership and management skills having evidence from specific
examples in service sector industry
In an organizational setup, there are various skills those are required so as to make
operations function in appropriate manner. As this report is concentrating on roles and
responsibilities of a manager and a leader, therefore, it becomes obligatory to discuss about
different skills required to perform these duties efficiently. These aptitudes and capabilities can
be divided in two segments, hard skills and soft skills. Skills developed by managerial personnel
in Holiday Inn are explained below:
Current management and leadership soft and hard skill at Holiday Inn:
Management skills can be explained as those attributes or qualities of an individual
holding managerial position possess and these qualities are helping that individual to perform his
duties with complete efficiency. If a manager is having hard and soft skills, then, he will be able

to perform his duties with complete efficiency and also will ensure solving of problems of his
subordinates. In context of Holiday Inn, skills are explained below:
Hard skills
 Cloud computing: In present times, it is imperative for a business firm to adopt and take
on advanced technology in operations and this will be ensuring improved productivity
and efficiency in the market place. If the company is adopting advanced technology, than
it will also be able to get ahead of the competition in the market place (Wei and Liu,
2020). In relation with Holiday Inn, manager must have skills and knowledge so as to
match up with the dynamically changing technological environment. The major
requirement of technology in chosen organization is Cloud computing, this will be a
useful tool in recording every bit of data in improved manner.
 Proficiency in foreign language: Holiday Inn is one of the well reputed company which
deal with national as well as international customer. Therefore, it is compulsory to have a
knowledge languages such as Hindi, French and Spanish to serve its clients in a proper
way(Yeşiltaş and Tuna, 2018).
Soft skills:
 Team building: The manager must have group skills in to execute its business functions
in a systematic manner. The manager of Holiday Inn lay emphasis on on making effective
group of staff to perform work within targeted period of time for attainment of goals.
 Creativity: This important skill help company in attracting leads towards their products
and services. The top management of Holiday Inn focusses on executing innovative
methods used for attracting larger number of customer satisfaction.
P6 Future management and leadership skills required by service sector for achievement of
organisations goals.
There are several skills those may be possessed by a leader and manager in Holiday Inn,
but then also, it becomes difficult sometimes for the company to meet every demand of the
customer in a market place. Demands and circumstances are sometimes so diverse that they

cannot be met easily, therefore, there are some specific skills, those needs to be developed to
meet this unmet situation. These aptitudes are explained below:
 Machine operating: In order to become competitive in the market, it is important for the
manager to have complete knowledge of all machines and technologies so that they can
instruct their sub ordinates with specific instructions. If they are not having complete
knowledge, then it may lead to lack in coordination and also dissatisfaction among sub
ordinates.
 Strategic planning: Herein, the manager and leader create effective strategies for
designing plans and procedures. These strategies ensure identification of need and
requirement of customers in suitable manner. In addition to this, strategy helps company
in revenue generation as well as increase profitability level.
 Persuasion: This skill is adopted by manager and leader to persuade consumer r towards
their products and services offered by manager. The manager of Holiday Inn focuses on
influencing maximum consumers to buy their products. It helps in increased future sales
and growth of business organisation in systematic way(Zehir and Zehir, 2020).
TASK 4
P7 Discussion on different service industry firm’ change management systems and leadership
styles adopted in implementing change
Process of management is performing and engaged in several roles and responsibilities. It
is a pervasive and most important element for every type of organization. No company can
become successful without management and effective leadership programs. In an organizational
setup, change holds so much of importance as it is helping firm to become even more flexible
and progressive in nature. This flexibility will lend company the capability to overcome
challenges and risks in the path of success of the firm. change management can be explained as
the process of incorporating changes in business operations and also handling changes after
incorporating has been done. In context of Holiday Inn, hotel is altering business processes in
segments, like, policies regarding employees, discipline, hierarchical structure, etc. This process

of making alterations helps hotel to remain competitive in such intense competition and it makes
them enable to generate higher revenues.
Leadership skills are also effected by the change management process and it is due to the
reason that change incorporation is the time consuming and intense process. This makes it
difficult for the leader to make his followers convinced so that they are not resisting and making
it easy to make the change incorporation process easy.
From the above discussion, it is very evident that change management process is essential
for the company as it will be leading the business towards success. The major role is played by
managers and leaders in this process and they are motivating their subordinates.
CONCLUSION
From the above report, it can be elucidated that it is utmost importance that various
approaches and theories related to management and leadership styles are well learnt by managers
and leaders. These terms have a wide area which has to be understood and developed so as to
become successful in professional capacity. In service industry, leadership and management have
great value as it involves direct communication with ultimate customers. It is to be inferred from
the analysis made in this report that classical management style is the most suitable one for the
service industry. This style helps management to achieve stability and objectives of company in
more efficient manner.