Leadership and Management for Service Industries: Detailed Analysis

This report provides a comprehensive analysis of leadership and management within the service industry, using Park Plaza Hotels and Resorts as a case study. It begins by assessing classical management theories, such as bureaucratic, scientific, and behavioral management, and their application in a service context. The report then explores the roles of leaders and different leadership styles, including laissez-faire, authoritarian, and participative approaches. It reviews management and leadership styles within Park Plaza Hotels, highlighting the importance of transformational leadership and employee engagement. The report also investigates internal factors like working environment and organizational culture, as well as external factors such as competitive environments and suppliers, influencing management styles and structures. Furthermore, it assesses both 'hard' and 'soft' leadership skills, like communication, within the service sector, and discusses future skills needed by the service sector. The report concludes by comparing and contrasting change management systems and leadership approaches in different service industry organizations.

5 Leadership and
Management for
Service Industries

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................2
P1 Assess different classical management theories and apply these in a service industry
context....................................................................................................................................2
P2 Explain the role of the leader and different leadership styles in a service sector industry
context....................................................................................................................................3
P3 Review the management and leadership styles in a specific service sector organization.4
TASK 2............................................................................................................................................5
P4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organization............................................................5
TASK 3............................................................................................................................................6
P5 Assessing the current management and leadership ‘hard’ and ‘soft’ skills providing
evidence from specific service sector examples.....................................................................6
P6 Discussion of future management and leadership skills required by the service sector and
how these can be achieved.....................................................................................................7
TASK 4............................................................................................................................................8
P7 Compare and contrast different service industry organizations change management
systems and leadership in implementing change....................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Leadership can be defined as all collection of activities performed by a person in order to
leading a group of people or a complete organization for the purpose of achieving organizational
goals and objectives in an effective and efficient manner. Management is also a group of action
but these action help the organization in performing all task so that they can reach at a desired
position. Below mentioned report is based on Park Plaza hotels and resorts. It is a chain of hotels
which work as franchise. Plaza Hotel involve Park Inn as its sister. It has started working from
Netherlands, Luxembourg, the United Kingdom and Israel. The purpose of making this report is
to you know about the classical management theories with the roles and responsibilities of
leaders in various leadership styles. In addition to this it also include the internal as well as
external factors which implies an impact on management style and structure by showing the hard
and soft skills of leadership and Management.
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TASK 1
P1 Assess different classical management theories and apply these in a service industry context
There are various theories of Management which are floating in the world of business.
Picture of theories of management can be present by old and new theories. It is found as an
essential part that the manager should know about the classical theories of management in order
to better understanding on the theories. Some of classical theories of Management are explained
below:
 Bureaucratic theory: It was launched by Max Weber on the basis of structure of
organization. In simple words it can be said that this theory is linked to the administrative
process and structure of organization. There are some factors which explain the
bureaucracy such as processes procedure patterns rules and regulation on and many more.
Bureaucratic theory creates of crucial control on the workers individually. Organizations
who are following bureaucratic theory accept the hierarchy in the organization which
creates a clear line of authority by allowing employees in order to knowing their
immediate supervisor to whom the employee can directly accountable.
 Scientific management theory: Fredrick Winslow Taylor is the founder of this theory. It
is found that most of organizations are following scientific management theory at their
workplace. Application of this theory of engineering science on the floor of production
operating levels. Taylorism is the another name of scientific management theory. The
purpose of this theory is to make the improvement in the efficiency of each and every
employee working in an organization.
 Behavioral management theory: According to this theory management perform several
activities in order to understanding the human aspects of their employees so that they can
make feel them as an important part of organization. When an employee feel an
important part of organization it will leads to the increase in efficiency and effectiveness
which result in reaching the desired position of organization. The organizations who are
following behavioral management theory takes interest in the workers as they want that
the employees feel an important part.
Park Plaza hotels and resorts are following all aspects of behavioral management theory. The
purpose of adopting this theory is to making focus on their employees so that they can help the
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organization in achieving their goal and targets. The management of Park Plaza hotels and
resorts are conducting various activities at their workplace so that they can provide various
awards to their employees such as employee of the Year monthly meeting happiest employee
awards team building exercises travelling discounts employee of month. These activities are
related to the the internal feelings of employees.
P2 Explain the role of the leader and different leadership styles in a service sector industry
context
Role of leader
 Representative of complete organization: The person who is leading a group of people
or complete organization is the only representative of organization as they are responsible
for presenting the concern of employees at various places such as conferences journal
meetings seminars and many more. Leaders have to perform a function of
communicating with various people either in inside or outside the organization.
 Integrate and Reconcile the personal goals with organizational goals: Another
responsibility of leader is to that they have to merge the personal goals of employees to
the organizational goals by adopting various approaches of leadership. They also have to
co-ordinate with the people by providing complete support to them towards the common
goals and objectives.
Leadership styles
 Laissez-faire leadership: Selective leadership is the another name of this leadership style.
The organization who are adopting this style of leadership have to allowed there group
members so that they can make their decisions. Employees have the complete power of
decision making and leaders just only give training to their employees along with the
supporting them so that they can reach at the desired position of Organization in an
effective and efficient manner. The leader have only option of trusting their group
members blindly. They just only provide guidance to employees and do not get involved
in decisions. It also focus on the improvement of creativity of employees which can be
considered as a personal development factor.
 Authoritarian leadership: This style of leadership gives opportunity to their leaders of
impressing Expectations and explaining the outcomes. Leaders have the overall control in
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their hands as they have a complete decision making power. They are only responsible
for making the decisions and they do not allow any input from their team members in any
group decision.
 Participative leadership: The organizations who are following this style of leadership,
team leaders and team members work together while making any decision for
organization. Democratic leadership is the another name of participative leadership as it
allows freedom to employees so that they can participate in decision making process of
organization.
Park Plaza hotels and resorts are also following management style and they are following
Laissez-faire management style. For the same purpose they had appointed the Employees with
the skills and abilities as they are providing a complete freedom to their employees in making
important decisions regarding the policies and strategies of Hotel. The leaders are also found
very skilled as they support to their employees in order to achieving the goals and objectives. All
the leaders working in the Park Plaza hotels and resorts are people oriented in nature as they
want to establish a strong relationship with employees in order to knowing about the opinion of
their employees.
P3 Review the management and leadership styles in a specific service sector organization
There are transformational leaders are found in the Park Plaza hotels and resorts. They are
helping the organization in providing stimulation and examination of indivisible. There are
various key traits are also found in the leaders which include risk taker, determination,
dedication, caring, motivation, ambitious, visionary, tenaciousness, energetic, conscientiousness,
persistent and many more. In the starting of one Park Plaza hotels and resorts just started doing
business operations, they had faced to various issues and problems because of these there
defaced a huge amount of losses and running into debt. But only because of abilities and
determination of their leaders they had started working well and generating huge amount of
revenue. When they started gaining profits they had started building various hotels all over the
world.
They had also defined that various people have various qualities which can be necessary for
management of any organization. For the same purpose they are following Laissez-faire
management style. They believe that every employee have the qualities to being and manager so
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it is necessary for them to give complete freedom. They do complete test of the skills and
abilities of candidate while they are hiring them for the organization. It is the most important
decision of Hotel to hire the candidates with the appropriate skills. In addition to this it is also
analysed at the leaders of Park Plaza hotels and resorts are people-oriented. Their aim is to create
a good and strong relationship with their employees so that they can achieve the organizational
goals and objectives in an effective and efficient manner. Their leaders always create employee
engagement activities which is very beneficial for the organization and employees as well.
TASK 2
P4 Investigate the internal and external factors that influence management styles and structures
in a selected service industry organization
Internal factors
 Working environment: It can be defined as a surrounding area of employees where they
are working. Working environment is the only factor which create or bring the interest of
employees towards the work. Each and every employee want to work with the youth
brand having good working environment. It also affects the style of Management. Park
Plaza hotels and resorts are continuously performing various activities so that they can
focus on their employees and treat them as an important part of their organization. They
had provided a complete freedom to their employees in order to making various decisions
regarding the policies and strategies of organization at workplace. It also leads to the
development of both personal as well as professional development of employees.
 Organizational culture: Values, practices and expectations comes under organizational
culture as they provide guidance to their team members by adding some information of
all our actions to them. It is an important factor for organization acid provide positive
work culture to the Employees because it implies the positive traits which helps in
leading the improvement of a performance of employees. Park Plaza hotels and resorts
have developed a dysfunctional culture of organization which implies bringing the
qualities of employees and adopted by only successful organizations. They are
performing various activities in order to improving the organizational culture as it also
leads to the creation of positive reputation in the market.
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External factors
 Competitive environment: There are various organizations in the hospitality industry
which implies high competition in the market. Management style of any organization can
affect by the competition available in the industry. Park Plaza hotels and resorts are
making and developing various policies and strategies in order to beating the competition
available in the market. Sometimes it is also founded atah change in management because
of competition implies a negative effect over them.
 Suppliers: It implies those person who supply goods and services to the organization so
that they can perform their task in an effective and efficient manner and reach at the
desired position. By satisfying the needs and requirements of customers, organization
gain profit. Park Plaza hotels and resorts are following leadership styles which helps them
in making good relationship with their suppliers and they feel special part of the
organization.
TASK 3
P5 Assessing the current management and leadership ‘hard’ and ‘soft’ skills providing evidence
from specific service sector examples
Soft skills
 Communication: It refers to that skill of leader which plays an important role in the
service sector industry. The leaders are responsible for communicating all the task and
works with their team members. If the leader have the effective communication skills
they can proper communicate all the tasks to their team members and they can easily
understand all the matter and perform well so that they can achieve the goals and
objectives of organization.
 Problem solving: One more responsibility of leader is to solve the problems of their team
members. Any leader should have a the skills of a problem-solving so that they can make
effective decision for resolving the problems or issues created among the employees of
organization.
Hard skills
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 Management Skills: It include various skills such as project management payroll
programs office management human resource business analysis sales finance office
management planning and many more. These are the several functions of which leader
should have so that they can perform all the programs in an effective manner.
 Analytical skills: Every leader should have analytical skills as it is very supportive for
organization that to believe that education is not enough for becoming a leader. It is
necessary for them to have a analytical skills as well for their better career growth.
P6 Discussion of future management and leadership skills required by the service sector and
how these can be achieved
Soft Skills
 Building relationships: In service sector industry, it is necessary to have good and strong
relationship with everyone. Strong relationship also has Organization in retaining the
customers and providing them a good experience of stay in the Park Plaza hotels and
resorts. The leader should learn about the skills that how they can establish relationship
with customers which leads to the future growth.
 Innovation and creativity: It is necessary for leaders to have creative mind if they want
to meet the competition. Competitors use various new methods to attract the customers
and if the Park Plaza hotels and resorts want to perform well they have to do various
innovations in their organization.
Hard skills
 Technical Skills: Technology has almost remover all handwritten work. In the future
leaders are required to develop a technology in their organization and add technology in
their skills as well. Technology helps the organization in saving time and cost both. They
should know about blockchain, HTML, CSS, Java script and many more.
 Writing skills: In order to attracting the customers to their website it is necessary to put
quality content over there. Leaders should have a future writing skills which affect a lot
to the customers.
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TASK 4
P7 Compare and contrast different service industry organizations change management systems
and leadership in implementing change
Covered in PPT
CONCLUSION
From the above report it is concluded that management and leadership both have a separate
importance in an organization. It is not possible to run the organization without management or
without leadership. The leader should have proper skills and ability is so that they can lead the
group of people and Organization in an effective manner. There are various soft skills and hard
skills which are required in hospitality industry. Along with this this report also showing a
various future hard skills and soft skills which are required in leaders. In service sector industry
it is necessary to establish a relationship with their stakeholders so which implies the growth of
Organization in future. Park Plaza hotels and resorts Hawa good quality of leaders which are
leading their Organization in an effective manner.
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REFERENCES
Books and journal
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