Analysis of Leadership and Management in Service Industries Report

This report delves into the realm of leadership and management within the service industry, utilizing Wa-Pila Hotels as a case study. It begins by exploring classical management theories such as Fayol's administrative theory and contingency theory, analyzing their application within the hotel. The report then examines different types of organizational culture, including power, role, task, and support cultures, highlighting the support culture prevalent at Wa-Pila Hotels. Furthermore, it defines the roles of managers and leaders, comparing leadership styles like democratic leadership and management approaches. Maslow's hierarchy of needs is also discussed in the context of employee motivation. The report concludes with a reflection on the author's personal experience with leadership and management, emphasizing the importance of participative leadership. The analysis includes references to relevant academic sources and models, such as Handy's theory and Deal & Kennedy culture Model.

LEADERSHIP AND
MANAGEMENT FOR SERVICE

Table of Content
Introduction
Different classical management theories
Types of organisational culture
Role of manager and leader
Comparison between leadership styles and Management
Reflection on experience towards leadership style and specific management at
chosen enterprise
References

Introduction
Leadership provide direction to the employees. Leader guide their
team members to work efficiently in the organization whereas management for
service refers as to enhance the services that can aid to maximize the performance
of enterprise. Plans and processes of the management used to design and deliver
the service to the customers.

CONT…
The Project report is based on Wa-Pila Hotels in which newly recruited general
manger is using the modern approach that has transformed the staff of a
consultancy business.
Thus, the assignment will outline various classical management theories
and the role of leader using various leadership styles. Furthermore, the study will
determine external and internal factors that influence management styles and will
investigate current leadership and management in service industry. Lastly, it will
compare different service industry businesses.

Different classical management theories
This theory is based on the assumption that employees have several
economic and physical needs. The principles of classical theory put emphasis on
improving overall efficiency of the organization. It consists of Fayol
Administrative theory and Contingency theory .

CONT…
Fayol administrative management
Administrative theory of Henry Fayol focuses on the way in which
management communicate with the staff. According to this theory Wa-Pila Hotels
do planning and scheduling of their work so that there tasks are accomplished on
timely basis. The Fayol has stated in its theory that the management should also
concern about the resources.

CONT…
Thus, the hotel staff is following the principles of this theory and used
resources at its optimum level. The Employees of the hotel maintain coordination
in order to do perform work in synchronized way. The Manager controlled the
employees and workers and getting things done by them in correct manner so
that they can achieve the desired results of the organization

CONT…
Contingency Theory
This theory is based on the factor that management is contingent upon
the situations. The theory reflect that there is no best way to take decisions
unless and until the course of instruction is dependent on upon external and
internal circumstances. Wa-Pila Hotels general manager take crucial decisions by
conducting the internal and external analysis. Decisions is being made on the
basis of the situations. They guide their employees after evaluating the current
situation of the hotel.

Types of organisational culture
This theory is used to guide the employees of Wa-Pila Hotels in right direction.
According to this theory there is four type of culture
Handy's Theory
This theory is used to guide the employees of Wa-Pila Hotels in right direction.
According to this theory there is four type of culture-

CONT…
 Power culture
 Role Culture
 Task Culture
 Support Culture

CONT…

CONT…
 Power culture - In this type of culture the major decisions of the organization
is being taken by the Manager, and they have authority to command the
employees.
 Role Culture – In role culture the role and responsibilities is delegated to the
employees on the basis of their specialization.