Leadership and Management for Service Industries - Course Report

This report provides a comprehensive analysis of leadership and management within the service industry, focusing on the Rosewood London Hotel as a case study. The report begins by assessing classical management theories, such as bureaucracy and scientific management, and their application within a service context. It then explores the roles of leaders and different leadership styles, including autocratic and laissez-faire approaches, and reviews management styles like persuasive and transformational methods. Furthermore, the report investigates both internal and external factors, such as business trends and customer behavior, that influence management styles and organizational structures. It also evaluates current and future management skills, and compares change management systems and leadership approaches across different service industry organizations. The report concludes by summarizing key findings and offering insights into effective leadership and management practices in the service sector.

Leadership and
Management for
Service Industries
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Table of Contents
Table of Contents.............................................................................................................................3
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
P1 Assess different classical management theories and apply these in a service industry
context..........................................................................................................................................1
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 organisation......4
Task 2...............................................................................................................................................5
P4 Investigate the internal and external factors that influence management styles and
structures in a selected service industry organisation..................................................................5
Task 3...............................................................................................................................................7
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples..................................................................................................7
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved...................................................................................................................8
Task 4...............................................................................................................................................9
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change.........................................................................9
CONCLUSION..............................................................................................................................10
REFERENCE................................................................................................................................12
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INTRODUCTION
Leadership is the main process of social influence that uses by individual to develop the
business performance and manage the all functions. A person who have different knowledge and
skill and uses to influence the people for the purpose of getting work done is known as leader. If
a person is able to lead and guide the people then it will be good opportunity for business to
grow and attain the productivity (Hassi, 2019). In other words, leadership is the continuous
process of understand needs of their employees and providing them right way to develop the
business performance and accomplish the goals. Hospitality and tourism is the sector where
different types of services are provided to customers and managing the higher brand image.
To understand about this, Rosewood London Hotel has been selected that is Luxury 5 Star
hotel in London, providing different types of hotel services to their potential customers and
improving the brand image. The management of such organization understand needs of
customers and provide the services accordingly. The report covers classical management theories
and leadership styles, factors that influence different management style and structures, current
and future management skills, and management & leadership skills in service industry.
Task 1
P1 Assess different classical management theories and apply these in a service industry context
Management theory is concept of operating a business by managing all functions and
activities which are important to run and accomplishing the goals. This involves strategies,
planning, and organising way that are used by a person for arranging the staff and getting the
work done timely. The culture of organization should be understandable and flexible where
employees can work effectively and give their contribution to complete the task (Nayani, and
et.al., 2018).
Classical management theory – This can be explained as management theory that is
based on beliefs that employees have only physical and economical needs that encourage
employees to work accordingly. This does not focuses on social needs or job satisfaction but
specialises on labour, centralized leadership and decision making. This can help to increase the
profit of organization and attain the higher productivity. In relation to Rosewood Hotel,
management is playing the important role as it identify the needs of employees and make efforts
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to fill them which can help to develop the business performance. Different theories of classical
management is explained below:
Bureaucracy management theory – This theory introduced by Max Weber for the
purpose of managing the all functions and activities of organization by following all rules and
regulations. This theory characterized by procedure, rules, impersonal relations, and fairly rigid
hierarchy authority that can help to develop the business performance. This involves hierarchy,
division of work, rules regulation, administrative class, and records which supports to managing
business activities. In relation to Rosewood London, management follow all regulations and
allocate the work between employees and they work within their boundaries that can help to
manage the business activities and operate the organization regularly. This bring the changes and
keeping all records properly that increases the productivity (Sok, Sok, Snell and Qiu, 2018).
Scientific management theory – This is future management theory which is founded by
F.W. Taylor used to analysing jobs and redesigning them that can help to accomplish the
organizational goals efficiently. The principles of scientific management involves task must be
scientifically designed, selecting the workers and providing training, division of labour and
cooperation between management and workers that can help to developing the business
performance. In relation to Rosewood London, management will use this theory in future by
allocating the work and performing the jobs effectively that boost up productivity, and maximize
output.
P2 Explain the role of the leader and different leadership styles in a service sector industry
context
Leader is a person who leads and commands a group, individual, and organization as
having ability to work and managing the all performance. In each organization leader is playing
an important role as it analysis the needs of their employees and make efforts to fill them by
arranging the staff at the workplace. In context to Rosewood London, leader is important who
conduct market research and provide the proper guidance to their staff that can help to operate
the business regularly. The role of leader in chosen organization are as explained:
Require at all levels – Leadership is the main function which is performing at all level of
management. For organization it is important at top level to formulate plans and policies, at
middle level interpretation, and at lower level to implement the regulation which can help to
operate and regulate the business effectively by managing all functions. Leadership is exercised
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through counselling and guiding the subordinates. In relation to Rosewood London, leader is
required at all level as it formulate different regulation and implement accurately which can help
to develop the business performance (Teguh, Devie and Wijaya, 2020).
Self-confident – A leader should have confident and decision maker which can be used to
take the right action and completing task. In relation to Rosewood London, role of leader is self
confident that supports to arranging and managing the employees and placing them at the right
place (Yanamandra, 2020).
Different leadership styles that used by leaders of Rose wood London
Autocratic leadership style- This is also known as authoritarian leadership style in which
leader mainly focuses on entirely on results and efficiency. In this leader make decision alone
and need to follow by all employees that might be create the feeling of conflicts as they are not
free to work. This can be adopted by management of Rosewood by putting some strict
legislations and making decision himself. This reduces the organizational performance if leader
has adopted this leadership style (MacKay and Jens, 2018).
Laissez faire leadership style – This leadership style is opposite of autocratic leadership
style hat based on delegating many task between team members as per their skills and abilities to
work. This is used to managing and arranging the people at the workplace that can help to
operate the business continuously. In context to Rosewood London, leader can adopt Laissez
Faire leadership style where leader understand the problems of their employees and allocate
them work by solving their problem that motivate to work.
From ,the above discussed leadership style, leader of Rosewood London has adopted
Laissez faire leadership style that is suitable for organization as number of employees are
working collectively in different department where leader provide an opportunity to make the
right business decision by performing their roles and responsibilities clearly.
P3 Review the management and leadership styles in a specific service sector organisation
In all organization leader and management is the important aspects who roles and
responsibilities is also different but it have essential role at the workplace and operating the
business regularly. If there is good leadership and management style then it will be good
opportunity for service industry to influence their customers and convert them kin to loyal which
can help to develop the business performance and accomplish the organizational goals. There are
different types of management styles which can be used by management of Rosewood Hotel for
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the purpose of operating their business and completing the project timely. Review of leadership
styles are as explained:
Persuasive management style – This is a management style states managers at all place
and it supports in all activities. The main reason to adopt this style is to improve the
communication between employer and employees by hiring skilled and talent people and place
them at the right place. This can help to increase the business performance and also improve the
organizational activities. In relation to Rosewood London, management use this persuasive
management style to convince the employees that unilateral decision are made by organization
and also higher level of satisfaction should be provides to all staff that can help to motivate to
work and increase the business performance (Mukhezakule and Tefera, 2019).
Transformational management style – This style mainly focused on growth and
development by adopting the changes and new process with the help to management as well as
employees. In this, management focuses in their efforts by pushing their employees to
accomplish the goals and achievement by inspiring team and get ready them to work effectively.
In relation to Rosewood London Hotel, management can follow transformational management
style by recognising changes in front of all employees and provide them training that can help to
help them to accept the changes and managing all workings. This can help to increase the
business performance in services industry and make customer loyal (Stojanovic, 2018).
The above explanation described Rosewood London is following the persuasive and
transformational management and leadership style which is suitable and reliable for service
industry as it recruit the skilled employees and provide proper training which can help to adopt
the changes and challenges for the purpose of running their business continuously and
accomplish the business goals. This also boost the enterprise productivity and profitability by
managing all functions and human resource management at the workplace.
Task 2
P4 Investigate the internal and external factors that influence management styles and structures
in a selected service industry organisation
In an organization different functions are planning, organising, directing, and controlling
which needs to focus by management in order to operate and running a business effectively. In
services or hospitality industry needs and wants of customers getting change continuously where
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it is important to analysis and bring the changes and run their business effectively.
organizational structure is the system that highlights certain activities and function which are
important for organization and supports to handling the each task. This states rules, roles and
responsibilities that need to perform for developing the performance. there are different types of
organizational structure such as Matrix, hierarchy, network and flat structure. Hierarchy structure
is followed by Rosewood London in which employer and employees communicate with each
other properly and supporting the all changes which can help to develop the organizational
performance and productivity effectively (Afsar, Masood and Umrani, 2019). In the business
environment there are internal and external factor that influences the management styles and
structure of services industry that are as explained:
Internal factor
Business trend – As environment is changing day by day where business trend is also
changing. It is important for management to focus on changing trend and regulate their business.
This is affecting factor which might be affect the organizational business. In context to
Rosewood London, changing in business trend can be a challenging factor that influence the
management styles and structure which is following by the hotel. In this, management needs to
provide the different types of services and products which can help to influence the number of
customers and increase sales.
Customer buying behaviour – This is another factor which is related to purchasing
behaviour of customers where it is important for management to identify the buying behaviour of
their potential customers and introduce the services accordingly. If organization is not able to
provide the kind of services then it will affect the structure and management styles negatively.
Rosewood London is the 5Star Hotel where number of visitors comes and consuming the
services. This became difficult for management of selected organization to understand buying
behaviour of customers that reduce the sales and services. The management should be change the
buying behaviour and provide the services accordingly (Sulthoni and Sadeli, 2020).
External factor
Political factor – This involves government policies, tax rates, VAT, changes in
regulations and others that are difficult to control and it affects the management styles negatively
which can be create the challenges for organization to operate its business. This creates the
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challenges for organization to follow the new regulation and it reduced the sales and
productivity.
Technological change – This factor is related innovation, and new technology is
important to use in organization as customers are demanding new products and services in each
sector. In service sector, technological factor states new services which are adopted for the
purpose of influencing more customers and retaining the existing one. In context to Rosewood
London, management should be focus on this factor and provide the new services such as
Airbnb, digital order, robotics delivery, fast cooking and many more which can help to increase
the organizational performance by increasing number of customers.
Environmental changes – This is another factor which relates to environment as
government has formulated some environmental regulation that needs to follow while operating
kthe business. This might be challenges as it increase the cost and time consuming. This factor
might be affect the organizational structure and democratic management style as responsibilities
of all employees started to increase and they need to focus on minimum wastage, growing plans,
and healthy food services that can help to increase the business performance (Sedlmeyer and
Dwyer, 2018).
Task 3
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples
In hospitality and services industry management plays an important role as it recruit the
talented employees and provide them training which used to provide the right details to
customers about their products and services. This can help to increase the business performance
and managing all functions accurately. Skill is the set of education and abilities which possess by
a person for the purpose of arranging human resources and accomplishing the organizational
goals. In Rosewood London, currently management and leader possess the different skills set
that are as explained:
Hard Skills
Computer skills: In current period working method is changing where ut is important for
management and leaders to work by using computer that can help to make the work easier. The
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management of Rosewood having this skill which is used to keep record of all customers, data,
and other information related to business.
Technical skills: Rosewood London’s management uses this skill to introduce new
technology such as Airbnb, robotics, digital payment, fast cooking, and booking room earlier or
cancellation that make feel the delight customers and increasing performance.
Soft Skills
Time management – This skill is require to managing the time and complete the project
within time. In relation to Rosewood London, leader and management possess time management
skills which is used to develop the business performance by completing task and managing the
human resources.
Communication skills – The management and leaders of rosewood London are good in
communication that used to share their information from top to bottom and employees to
customers by serving in well manner that fill the customers requirement and increase the
business performance.
P6 Discuss future management and leadership skills required by the service sector and how these
can be achieved
In the service sector such as Rosewood London, number of employees and management
are working who adopt changes and new process to run their business. In this management and
leaders are require future management skills in their organization that can help to improve the
number of customers and organizational performance that are as explained:
Analytical skills: The leader and management of Rosewood London is require to have
analytical skills which is requrired to analysing and interpreting the data and financial statement
that can help to make the right business decision and complete the goals.
Design skills – This is another skills which is require according to changing trend for the
purpose of influencing customers and increasing the sales. In this management should design
their hotel differently and their services are also unique that will help to attain the competitive
advantages.
Complex problem solving –The management of Rosewood London is required to have
this skills which can be used to solve the complexities that arises while working. This can be
relate to customers, data records, solving employees conflicts, formulating strategies and others
that can help to operate the business regularly (Naqshbandi and Tabche, 2018).
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How these can be acheived
All the future skills require to have in management of Rosewood London that will be
attain by observing the seniors, training and development programme, completing the courses,
sharing with all team members that will help to develop the new ideas and would help to
complete the project timely.
Task 4
P7 Compare and contrast different service industry organisations’ change management systems
and leadership in implementing change
Changes is the important aspect for any business organization as it introduce new process
and innovation which can help to influence the number of customers and increase the
organizational productivity. As environment is changing where is become important to introduce
the change and new services that improve the business productivity (Carreiro and Oliveira,
2019). Rosewood London and Shangri Hotel, are the competitor who use different change
management system and leadership to implement the changes such as:
Basis Rosewood London Shangri Hotel
Change system Organisational and
transformational change is adopted
by Rosewood as it is operating at
large scale and target the
organizational strategy by
following the change system. This
can help to increase business
performance through influencing
customers.
This organization is adopting
Personnel change and Remedial
change where different skills of
employees are selected by
management to serve their
customers effectively and engage
them in to all activities that can help
regulate the business.
Leadership Laissez faire leadership is adopted
by chosen organization that make
happy to employees and provide
them flexibility to work that can
help to retain the staff for long
period and reduce the employee
Autocratic leadership is adopted by
organization where decision is
taken by only management. This
increases the dissatisfaction
between employees and increases
the employee turnover.
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turnover.
CONCLUSION
From the report it can be concluded that leadership and management is the important task
for each organization who provides different services to their customers and increase the
organizational performance. In business environment internal and external are main factors that
affects the management styles and different leadership styles are followed by management that
can help to adopt the changes and increase the business performance.
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Naqshbandi, M. M. and Tabche, I., 2018. The interplay of leadership, absorptive capacity, and
organizational learning culture in open innovation: Testing a moderated mediation
model. Technological Forecasting and Social Change. 133. pp.156-167.
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Carreiro, H. and Oliveira, T., 2019. Impact of transformational leadership on the diffusion of
innovation in firms: Application to mobile cloud computing. Computers in Industry. 107.
pp.104-113.
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