Leadership and Management Practices in the Service Sector: A Report

This report provides a comprehensive analysis of leadership and management within the service industry, focusing on classical management theories, leadership styles, and their practical application. It begins by evaluating various classical management theories, such as bureaucratic, scientific, and behavioral approaches, and illustrates their implementation in the service sector. The report then delves into the role of a leader, exploring different leadership styles like authoritarian, participative, delegative, transactional, and transformational leadership, all within the context of the service industry. A case study of Marriott International Inc. is used to analyze management and leadership styles, as well as the internal and external factors influencing organizational structure. Furthermore, it examines contemporary management skills, including both hard and soft expertise, and discusses future leadership competencies needed in the service sector. Finally, the report compares different service industry organizations to address change management strategies and implementation.

Leadership and
Management for
Service Industries
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Table Of Contents
INTRODUCTION…………………………………………………………………………..3
P1 Evaluate about the dissimilar classical administrative thesis and implement it in the
service sector…………………………………………………………………………….3
P2 Describe about the part of the leader and its about their dissimilar direction style in the
context of service sector ……..……………………………………………………………..4
P3 Analyse the administrative and direction manners in a particular service sector
organisation………………………………………………………………………………….6
P4 Evaluate about the inside and outside elements that influences the administration manner
and structure for a particular service industry
organisation………………………………………………………………………………….6
P5 Evaluate about the contemporary administrative and direction “firm and mushy expertise”
which gives the evidence from the particular service sector
organisation…………………………………7
P6 Describe about the later administrative and direction expertise which is needed by the
service sector and how it can be attained in a positive manner…………………………….8
P7 Compare the different service industry organisations for the purpose of change
administrative systems and direction in implementing change………………………………9
CONCLUSION………………………………………………………………………………10
REFERENCES……………………………………………………………………………….11
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INTRODUCTION
Direction and administration of service industries can be defined in the manner that
leadership is the kind of quality who leads the organisation who have the proper vision which
needs to be completed with the period of time. For this purpose it is important that in the
service industry that there should be proper management of services so that the objectives of
the organisation can be accomplished within the period of time. In this report, the analysis
has been done on the dissimilar classical administrative thesis and about the part of leader
and its direction manner in the service industry. (Yarlagadda, and et.al., 2017). The analysis
has also been done on the inside and outside parameters which influences the administrative
manner. The research has been done on the current management leadership skills and also on
the later administrative and direction expertise which is needed by the service industry. The
research has also been done on the dissimilar service industry organisation change
administrative systems and direction in implementing the changes. The chosen organisation
Mariottt International Inc is an American multinational company that operates franchises,
licenses lodging. It includes hotel, residential and timeshare properties. It represents the nine
percent of Mariott International global room distribution.
P1 Evaluate about the dissimilar classical administrative thesis and implement it in the
service sector
There are mainly three different classical management theories which has been
defined in the following manner:
 Bureaucratic Theory: This theory was developed by Max Weber. Under this type of
theory, many tasks are delegated to different departments and individuals. It has a
hierarchical structure which has the specialized departments which sets the outline for
division of labour. The work has been defined and the work has been break-down into
well-mannered tasks. In this theory, the key factor is the division of labour. It has
been implemented in the hotel in such a manner that manager divides the work that
which work should be done by which department and by which particular person. In
this manner the work has been divided into sub-sections.
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 Scientific Management Theory: This theory was developed by Fredrick Taylor. It
supports in improving the organisation level of task through scientific, engineering
and mathematical analysis. (Changar, M. and Atan, T., 2021). This theory can be used
in the manner that to produce the best results due to its ability to be mathematically
savy. This theory can be applied in the manner that where the budget of the hotel is
calculated and the financial department where all the calculations has been done with
respect to how many customers check-in and checked-out from the hotel.
 Behavioural Management Theory: This theory is also known as social science
movement. All the approaches which has been used for the purpose of best interest of
company as well as the workers also. This theory can be implemented into the service
sector or hotel that the training has been provided to their staff members that how to
respond to their customers and how to act in an emergency situation. (Díaz-Gibson,
and et.al., 2017). All these types of activities and work depends on the behaviour
of the staff and the employees working in that particular hotel.
In this way, all the theories has been implemented in the organisation or in the service
industry or in a particular hotel.
P2 Describe about the part of the leader and its about their dissimilar direction style in the
context of service sector
A leader role is that to provide compelling and clear direction. They act as a
motivator, mentor, learner, communicator and navigator. A leader is always ready to motivate
their team in every type of situation in an organisation. Motivation is the parameter through
which all the employees work very hard towards their objectives and goal. Leaders also play
important role as mentor where he or she guides their team or employees that how to go in a
positive manner towards the objectives of the organisation. (Hart, P. T. and Tummers, L.,
2019). They also act as the good communicator where they communicate the things in a
positive manner which is necessary for the working of an organisation. A leader also act as
navigator where they turn their car into that direction if they feel that their decisions go into
the wrong direction.
There are five main types of leadership styles which is described in the following manner:
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 Authoritarian Leadership: Under this type of leadership, expectations has been
imposed and outcome needs to be defined. When a leader is the most knowledgeable
person in the team then efficient strategy should be made in time-constrained periods
where creativity will be sacrificed when the input is limited from the team side. This
type of leadership has been implemented in the hotel by setting a benchmark for
offering the services to their customers.
 Participative Leadership: Under this type of leadership, the essence is that to
involve the team members in the decision making process. (Kharub, and et.al., 2019).
This type of leadership can be implemented in the hotel in the manner that when
decision has to be made for making any changes in the hotel for which suggestions
can be invited from the staff members and team members because they are directly in
contact with their customers.
 Delegative Leadership: Under this type of leadership, the focus is on the delegative
initiative to team members. This kind of strategy is successful if team members are
competent, takes responsibility and engage themselves in individual work. (Marles,
K., 2017). This kind of leadership has been implemented in this manner that by
allotting proper roles and responsibilities to each employee in the organisation with a
daily task.
 Transactional Leadership: Under this type of leadership, rewards, recognition,
punishments and other exchanges has been done between the leader and his or her
followers. This kind of leadership has been implemented in the manner that where
employees have to do their daily tasks in an effective manner so that on the monthly
basis the best performer can be rewarded and the lower performer has to be warned
that they should make improvement in their performance.
 Transformational Leadership: Under this type of leadership, the leader should
inspires his or her followers with a proper vision and then encourages them to achieve
it. (Hsieh, and et.al., 2015). This kind of leadership has been implemented in the hotel
by conducting motivational seminars and meetings so that with the different kind of
changes in the working process the employees always remain enthusiastic to achieve
their goals and objectives.
P3Analyse the administrative and direction manners in a particular service sector
organisation
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There are majorly five types of management and leadership styles in the service sector
organisation i.e. Mariott International Inc which has been defined in the following manner:
Under the Authoritarian type of leadership, the Mariott hotel sets the five star hotel service
system has been implemented through which authoritarian type of leadership has been
implemented. In this such a big hotel the staffs has been maintained and changes has been
made by consideration of point of views of all the team members because they are actively
working with their customers. (Noda, Y., 2017). Through this way, participative leadership
has been implemented. In the Mariott hotel, everyone is so aware about their individual roles
and responsibilities that how they need to execute their work by following the objectives of
the hotel. In this way, delegative leadership has been implemented. Under transactional
leadership, when the employees perform in a positive manner then they have been rewarded
through office perks, camp out activities, offer of dinner with the boss, assistant has been
provided for the week, best parking slot has been provided, festival and sport event tickets
has been provided. Under transformational leadership, the manager or leader always motivate
their employees by conducting seminars over the monthly time period due to which analysis
has been done that how their employees has been feeling about their work. These are the
leadership styles which has been implemented in the hotel for the outcome of their best
services in the overall manner from each and every department. Mariott hotel is so defined in
their every type of work that the execution has always been done in the positive manner.
P4 Evaluate about the inside and outside elements that influences the administration manner
and structure for a particular service industry organisation
The internal and external factors that influences the management styles and structure
for Mariott International Inc Hotel has been discussed in the following manner:
Internal factors which includes are mission, leadership, communication, organisational
structure and learning. The hotel needs to be clear about why they have been existed and
what is their purpose for offering such type of services. The hotel should have strong
leadership quality so that they can lead all their team members and staff members in a
positive manner. (Babbar, and et.al., 2017). Within the hotel there should be clear
communication among the employees so that the goals and objectives can be achieved in a
positive manner. If communication is not good then it overall affects the organisational
structure into a negative pace. The organisational structure of the Mariott hotel is in the form
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of hierarchy. It is because of the reason that the organisation has different layers through
which work has been executed in a systematic manner. (McGowan, E. and Stokes, E., 2017).
There is a trend in the Mariott hotel with any kind of changes and technological advancement
the staff has been effectively trained so that they can properly execute their roles and
responsibilities in a positive manner. If staff members or team members do not get
themselves update with the period of time then it will affect the management and leadership
style of the hotel. These are the internal factors due to which it affects the management style
and structure of the hotel.
There are some external factors which influences the leadership and management style of the
hotel. These include are: Political, Economic, Sociological and technological. If the country
faces any political issues which will impact the decision making of the business industry then
it will impact on the management and leadership style of the hotel. There are some economic
factors like inflation, cost and growth rate. These factors if play in a negative manner then it
will affect the decision making of the financial area of the hotel. If the country’s social
relation is not good with other countries then it will reduce the chances of increment in the
international clients or customers. (Sanden, G. R., 2015). With the changing period of time if
the hotel does not make changes in their technological way of working then it becomes
difficult to retain the customers. These are the external factors which influences the
management style and structure of the hotel.
P5 Evaluate about the contemporary administrative and direction “firm and mushy expertise”
which gives the evidence from the particular service sector organisation
The hard skills which are required for the management and leadership in the Mariott
International Inc hotel. Following are the hard skills:
 Food and beverage management: The employee should have in-depth knowledge
about the food, wine and other beverages which are sold on premise level. It is
required that they have thorough knowledge about the food safety.
 Commercial Acumen: It includes the financial management and business planning.
The hotel needs to take care about their budget, menu planning and recruitment.
Revenue margins need to be understood in a positive manner.
 Sales and marketing: It is important to understand, monitor and measure the different
kinds of marketing channels. The greater emphasis is on the digital marketing.
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 Hotel operations should be competent in all the areas: It requires the experience in and
around all departments in the hotel. The right kind of qualification gives the insight
about the working area of all the departments.
 Human resource management: It includes any type of soft skills with the practical
aptitude in recruiting, disciplining the staff.
Following are the type of soft skills which is required in the Mariott hotel:
 Team Leadership: Entry level managers know that how to win the trust of their team
members by listening them, cooperating and by creating a positive team environment.
 Coaching: It refers to development of skills. With the support of training, performance
evaluation and motivation, the managers will be able to improve the competency and
job satisfaction of their team members.
 Problem Solving: The employees should have problem solving attitude so that they
can come with positive outcome and satisfy their customers in a positive manner.
 Influence: It is very similar to the leadership. Employees behaviour can be influenced
by the shaping the employee behaviour with mutual feedback.
So these are the soft and hard skills which are required by the Mariott International Inc hotel
so that the hotel can provide best services to their customers.
P6 Describe about the later administrative and direction expertise which is needed by the
service sector and how it can be attained in a positive manner
Following are the skills which is required by the service sector in the future for the
successful working of the service sector:
 Interpersonal Skills: These are those skills which require active listening, teamwork,
responsibility, leadership, motivation, flexibility and patience. Because in today’s
with increasing pressure a balanced personality is required in the organisation who
can handle any kind of challenges. (Temelkova, M., 2018).
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 Communication skills: In the coming time period, it is very important for an
individual to be perfect in communicating the things and messages so that objectives
can be achieved in a positive manner.
 Forward Planning and strategic thinking: In this competitive world, everything is
unpredictable so while working in the organisation it is important that to have a good
planning for the future of the organisation. (Swanwick, T. and Butler, J., 2017). The
organisation have to work with a strategic attitude so that the planning and every thing
should be done in a strategise manner.
 Problem solving and decision making: In today’s time there are various problems
have been arised on the daily basis tasks in the hotel so its important that the
individual mind should be trained in such a manner that they can find out the solution
of problems in an effective manner with the right kind of decision-making.
First skill can be achieved at the time of college internship where challenging task needs to be
given so that their personality automatically developed in that particular way. Second skill
can be achieved through practice and different types of courses and it can be achieved at the
time of pursing the hotel industry course. Third skill can be achieved through facing the real-
life problems and finding out the solutions on their own so that the practice has automatically
in-built into the personality of an individual. Fourth skill can be achieved through the
experience while working because only then analysis can be done that how the individual has
reacted in the real-life situations.
P7 Compare the different service industry organisations for the purpose of change
administrative systems and direction in implementing change
In the hotel industry, every organisation has worked with different objectives and
goals. Every organisation has the different kind of motive. Mariott International Inc motive is
to provide the best quality services to their customers. While other hotels also focuses on
their profits and about raising the popularity of the hotel. Due to which they can’t large
amount of revenue. Mariott has the focus on providing five star facility so that customers get
bound to visit that particular hotel again. Some hotel services are very quick and to the point
that customers also get surprised that how the staff arrange the facilities within a short period
of time. (Biradavolu, and et.al., 2019). There are some other hotels who do not aim about the
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quality and the number of customers are visiting in their hotel and what kind of feedback has
been given by the customers. It has been observed in some hotels that hygiene should not be
maintained in a proper exclusive manner due to which differences can be observed in the
services provided by the different kinds of hotels. For the purpose of change management and
implementing the right kind of leadership quality there has been difference observed in the
quality of services provided by the hotel. Leadership style should be implemented in that
manner that it is beneficial for the hotel to achieve the objectives of the hotel. (Felix, and
et.al., 2015). Leadership style has been decided on the basis of hotel objectives and goals
which they want to achieve. And it should be implemented for the purpose of positive change
in the organisation.
CONCLUSION
Leadership and management of services in that particular industry plays a very
important role in achieving their goals. Every organisation needs a strong leadership because
on the basis of that the whole team will work. For managing the services it is important in the
hotel industry to have a proper planning and strategise efforts needs to be implemented so
that the execution can be done in the positive manner. (Noordegraaf, M., 2016). Leader
plays a very important role in motivating their team and always support the team to achieve
the organisation vision. For this purpose a leader must be active from every aspect because on
the basis of that the whole company will run and their decisions will make changes in the
future of the organisation. So management of services is all based on the efforts of the team
members as well as the leader decision making power.
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REFERENCES
Books and Journals
Noordegraaf, M., 2016. Reconfiguring professional work: Changing forms of professionalism
in public services. Administration & Society, 48(7), pp.783-810.
Felix, and et.al., 2015. The Moderating Effect of Religiosity and Vertical Individualism on
Transformational Leadership Style and Ethical Reasoning in the Nigerian Public Sector.
Biradavolu, and et.al., 2019. Fostering PEPFAR sustainability through leadership,
management, and governance.
Swanwick, T. and Butler, J., 2017. Developing Leadership at All Levels. ABC of Clinical
Leadership, p.81.
Temelkova, M., 2018. Skills for digital leadership-Prerequisite for developing high-tech
economy. International Journal of Advanced Research in Management and Social
Sciences, 7(12), pp.50-74.
Sanden, G. R., 2015. Language strategies in multinational corporations: A cross-sector study
of financial service companies and manufacturing companies. Frederiksberg: Copenhagen
Business School (CBS).
McGowan, E. and Stokes, E., 2017. Leadership and leadership development within the
profession of physiotherapy in Ireland. Physiotherapy theory and practice, 33(1), pp.62-71.
Babbar, and et.al., 2017. Emergence of Asia and Australasia in operations management
research and leadership. International Journal of Production Economics, 184, pp.80-94.
Noda, Y., 2017. Trust in the leadership of governors and participatory governance in Tokyo
Metropolitan Government. Local Government Studies, 43(5), pp.776-797.
Hsieh, and et.al., 2015. An investigation of leadership styles during adoption of E-
government for an innovative city: perspectives of Taiwanese public servants.
In Transforming city governments for successful smart cities (pp. 163-180). Springer, Cham.
Kharub, and et.al., 2019. The relationship between cost leadership competitive strategy and
firm performance. Journal of Manufacturing Technology Management.
Hart, P. T. and Tummers, L., 2019. Understanding public leadership. Red Globe Press.
Changar, M. and Atan, T., 2021. The role of transformational and transactional leadership
approaches on environmental and ethical aspects of CSR. Sustainability, 13(3), p.1411.
Yarlagadda, and et.al., 2017. Purposeful leadership for the future police service. International
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Díaz-Gibson, and et.al., 2017. Networked leadership in educational collaborative
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