Leadership and Management in Service Industry: Whit Bread Plc Analysis

This report provides a comprehensive analysis of leadership and management within the service industry, with a specific focus on Whit Bread Plc. It begins by exploring classical management theories and their application, including bureaucratic, scientific, and administrative approaches. The report then delves into the roles of leaders, examining various leadership styles such as transformational, autocratic, participative, and laissez-faire, and their relevance within the service sector. A detailed discussion of management styles, including collaborative and persuasive approaches, is presented, alongside an investigation of internal and external factors influencing management structures, such as human resources, corporate culture, technology, laws, regulations, and cross-cultural activities. The report further examines current management and leadership skills, both soft and hard, within the service sector, along with future skills required and methods for achieving them. Finally, it compares and contrasts change management and leadership strategies across different service industry organizations, culminating in a conclusion that synthesizes the key findings and implications of the study.

Leadership as well as Management in context to
service industry

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P.1. Briefly explain classical management theory along with its application in context to
service industry ?..............................................................................................................
................................................................................................................................................3
P.2. Discuss role of leader along with their different styles of leadership with regards to
service sector industry?....................................................................................................5
P.3 Make discussion regarding management & leadership style in context to specific service
sector organisation?
TASK 2............................................................................................................................................7
P.4. Make Investigation on internal & external factor which tends to influence different
style of management and their structures in chosen services industry organisation?............7
TASK 3............................................................................................................................................8
P.5.Briefly explain current management & leadership soft and hard skills in providing
evidence to service sector organisation along with suitable example?...............................
................................................................................................................................................8
P6 In what manner future management as well as leadership skills are tends to be required
to service sector and how these can tends to be achieved?...................................................9
TASK 4..........................................................................................................................................10
P7 Make comparison and Contrast various examples of service industry organisations
along with the system of change management and leadership in implementing change?
..............................................................................................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Every industry is primarily concerned with its executives and managers' ability to successfully
handle the business's leadership and management facets. Effective styles will help to boost
employee morale while simultaneously ensuring the organization's long-term success. Leaders
and administrators in the hospitality & service industries must be involved properly in order to
better lead their teams and increase profitability. The hotel that was selected under this
assignment is WHIT BREAD Plc. It was established in the year 1742. The founder of the brand
is Samuel Whitbread. It is one of the largest hotel in London. Houghton Regis is the place where
it has its headquarter. It tends to be deal in hospitality and Leisure. In the report discussion on
various topics was done in context to service industry. In the project classical management
theory, role of leader and leadership style are explain. Various other topics are also cover under
the report (Tang, 2017)
TASK 1
P.1. Briefly explain classical management theory along with its application in context to
service industry ?
Classic management theories originated in the nineteenth century and were successfully
implemented by numerous organisations at the turn of the twentieth century. Classical
management theories aid in the maintenance of organisational situations, as well as the analysis
of external and internal environmental factors, so that a business can successfully compete in the
market. This theory provides a basic concept that strengthens the company's role and aids in
achieving greater results. The WHIT Bread Tlc Hotel considers a variety of classical
management theories, which are discussed below:
Bureaucratic management theory: This theory was developed by Max Weber and based on
rational decision-making and the value of bureaucracy in order for a company to successfully
accomplish its operational target within a specific time frame. This theory aids in the creation of
a hierarchical system that can preserve organisational competencies such that all workers can
demonstrate their level of satisfaction with the business environment (Araslı, 2019)

This principle assists administrators and leaders in maintaining structured rules and
regulations such that specific documents can be prepared. The organisation is viewed as a
structure in this theory, and management is viewed as an analysis of the system. This principle is
useful in the WHIT Bread Tlc Hotel to increase employee satisfaction so that they can
effectively obey all rules and regulations and implement best practises to accomplish the
company goal.
Scientific management theory: F.W. Taylor is the author of this theory. This storey is primarily
about empirical, statistical, mathematical, and organisational practises in the business world, and
how they can be used to increase productivity. As opposed to the conventional approach, these
theories perform additional research in terms of management and operations, as well as offer
useful training sessions to their employees. This tale also emphasises the importance of
maintaining professionalism such that all workers adhere to all laws, regulations, and work
procedures, which will aid in the smooth execution of their daily tasks (Absar, 2021)
Scientific management theory also emphasises the importance of prioritising corporate
interests over personal interests in order to increase profit and sales. The WHIT Bread Hotel
takes into account this principle, which will greatly aid in maintaining the hotel's quality and
allowing the manager to efficiently carry out all tasks such as recruiting, selection, execution,
maintenance, and housekeeping. It is beneficial to execute a systematic recruiting process in
order to hire high-caliber workers. This theory focuses on employee productivity and
performance at work.
Administrative management theory: Henry Fayol, regarded as the "Father of Modern
Management," developed this theory. According to this principle, organisation management
completes all tasks with the assistance of workers. The importance of the community, rather than
the individual, is emphasised in this theory. The Whit Bread Plc Hotel was primarily concerned
with this theory in order to emphasise the flow of specific information and sustain each and

every business process, as well as to pay attention to how managers and leaders operate business
operations and to implement management functions for successful working (Makkar, 2020)
P.2. Discuss role of leader along with their different styles of leadership with regards to
service sector industry?
.
Leaders have a larger role in contacts with specific industries, organisations, and collaboration
because they can influence and inspire employees and subordinates to contribute their best
efforts to the company's growth. To successfully coordinate and unite all of their employees,
leaders should employ a variety of leadership styles (Balwant, 2019)
Because the hospitality industry is all about service, leaders play a larger role, and leaders
can effectively complete each and every regular task with the assistance of team members .The
hotel Whit Bread Plc is most concerned with its leaders and the leadership styles they employ.
When dividing the Hotel, there are many leadership types to remember, as discussed below
 Transformational style: This style of leadership is advantageous in terms of considering
the employees' overall growth. Employees should be challenged and an effective
atmosphere can be created for them to enhance their efficiency.
 Autocratic style of leadership: This leadership style considers complex plans,
strategies, laws, and regulations that can have an immediate impact on business
processes. Leaders in this leadership style make appropriate decisions without involving
staff in the process.
 Participative style: Most leaders employ this leadership style in order to effectively
engage in every job performed by their employees. The goal of this type of leader is to
improve performance levels through training, development other growth programmes.
 Laissez-faire leadership style : This leadership style is focused on the employees'
expertise and working abilities, allowing them to efficiently complete their daily tasks.
The main concern of this type of leader is the growth of the employees so that they can

efficiently direct them and all of the employees become more capable of performing their
tasks.
Based on the preceding discussion, it is possible to conclude that all leadership styles are very
successful; however, in the case of the Writ Bread plc Hotel, all of the hotel's leaders primarily
use a participative and laissez-faire leadership style in order to efficiently increase the efficiency
of staff members and maintain daily operations
P.3 Make discussion regarding management & leadership style in context to specific service
sector organisation?
The leadership and management styles of service sector companies are playing an
important role in their development. The Writ Bread Plc Hotel employs a variety of management
styles that contribute to the overall market place's operational sustainability. The below is a
summary of the hotel's management style:
Collaborative Management style: This management approach encourages people to think and
share their thoughts, which may aid in decision-making. This management approach focuses on
choices that receive the most number of plurality votes. The biggest advantage of this leadership
style is that it will greatly increase employee morale, allowing them to more efficiently use their
creative ideas in terms of success. The biggest disadvantage of this management approach is that
it takes a lot of time, which can reduce employee productivity. This design was used by the writ
Bread Plc Hotel to keep workers' opinions in check and increase the efficiency of operations
(Jian-ji, 2017) (Chan, K.Y., 2020) (Henningsson,2019) (Spurgeon, 2017)

 Persuasive Management style: This management style is primarily concerned with the
development of policies and practises that will aid in the complete establishment of
employee trust. The biggest advantage of this style is that workers follow all of their
leaders' and bosses' directives in order to successfully increase their success level. There
is also a disadvantage of this form, which is that it does not consider employee support
and growth. When the Whit Bread Plc Hotel's managers try to reassure their staff and
prepare sustainability as per the execution of all policies, they use this management style.
In the following paras leadership style are explain in detail which was adopted by the hotel Writ
Bread Plc.

1. Participative leadership style- this type of leadership is effective for increasing
employee retention. Leaders at the WHIT Bread plc employ this leadership style, actively
participating in the day-to-day operations of their team mates in order to assist and
coordinate with them on a daily basis
2. Democrative style - This style of leadership aids in the development of workers. This
leadership style is effectively used by Dorchester hotel leaders in order to offer proper
direction and to accept any team member's point of view and advice in the decision-
making process. This style is beneficial to team members' development in order for them
to accomplish their tasks efficiently.
TASK 2
P.4. Make Investigation on internal & external factor which tends to influence different
style of management and their structures in chosen services industry organisation?
The way the organisation is run and organised is influenced by both internal as well as external
factors. The Whit Bread plc must understand both internal and external influences, as well as
their effect on management style and structure. The following sections discuss internal and
external influences:
Internal Factor:
 Human Resource: Human capital and energy are often referred to as internal
organisational elements. Many employees at WRIT Bread Plc Hotel are concerned about
their employers, executives, subordinates, and coworkers, and they have implemented
strategies and plans to help them improve their efficiency. This hotel primarily employs a
hierarchical management system, which makes it easier to monitor each task.
Effective business culture: In order to act properly with one another, every organisation needs an
appropriate atmosphere in which all employees accept and trust each other's values. Good
cooperation between employees and managers is facilitated by a positive organisational
atmosphere, which reduces the risk of miscommunication. In order to maintain track of every
employee's actions, the WHIT Bread Plc Hotel successfully adopts a corporate culture and a
hierarchical organisational culture (Jian-ji, 2017)

Advance and innovative Technologies: Technology as well as other applications are seen as
critical components of the company's activities. Businesses should be worried with technology
advances and improvements in technical conditions. The WHIT Bread Plc Hotel puts a heavy
focus on technology in order to provide employees and customers with easy access to
information and IT facilities. Technology is regarded as an internal hotel aspect that benefits the
hotel's operations (Chan, K.Y., 2020)

External factor
 Laws and regulations- - In order to effectively maintain these regulatory considerations,
the corporation must pay heed to laws and statutes. To protect the hotel's confidential
records and to have a secure and healthy environment for all of its employees, the WHIT
Bread Plc Hotel complies with all of these laws and regulations.
 Cross Culture Activities- This is known as an external aspect of an organisation that
affects employee productivity. Cross-cultural practises can harm a company's reputation,
so it is a top priority for managers and executives. WHIT Bread Plc Hotel employees
have been trained to build good relationships with their clients and suppliers, which has
resulted in enhanced customer satisfaction
TASK 3
P.5.Briefly explain current management & leadership soft and hard skills in providing
evidence to service sector organisation along with suitable example?
Managers and executives in the service industry are supposed to have a wide range of
expertise in order to keep employees happy. There are various types of expertise in management
and leadership, such as hard skills & soft skills. To ensure that management as well as leadership
expectations are met, the WHIT BREAD Hotel hires a combination of hard and soft skills. The
below are examples of hard and soft skills:
Hard Skill
 Employees' hard skills reflect their practical knowledge and understanding of science and
non-technical principles. Employees' hard skills can be improved by positive teaching,
coaching, and training

 Skills of Management: It is necessary for everyone in the organisation, both people and
groups. WHIT BREAD Hotel conduct separate training lessons so that they can develop
managerial skills and try to implement these in the job work.
 Computer knowledge and Skills- It is necessary for every member, to have knowledge
regarding computer machine and they can easily operate it without facing any difficulty.
In today's world, technology is playing a larger role in everyone's life, and there are a
variety of things that depend on it, such as internet shopping, payments, and so on. As a
result, having this expertise is important for staff of Hotel
SOFT SKILLS
Often, abilities play an important role in enhancing a person's personality. This
knowledge is important for companies, as it will help them influence end-users / clients, allowing
the hotel to earn high revenues and profits.
 Skills related to Decision making- This ability is considered as one of the most valuable
soft skills because it helps people make smart decisions. Employees who have this skill
will make decisions of their own with out any interference of Top authority. The Whit
Bread Plc Hotel's crew is very knowledgeable and capable of making sound decisions.
Effective way Communication- -This is a daunting skill to master, but it is critical for employee
progression.. Employees should communicate with their customers using leadership skills, which
can increase customer loyalty. Employees at the WHIT BREAD PLC Hotel are thought to have
outstanding listening skills, which will help them work well (Henningsson,2019)
P.6. In what manner future management as well as leadership skills are tends to be
required to service sector and how these can tends to be achieved?
WHIT BREAD PLC Hotel needs a variety of management and leadership qualities in
order to successfully sustain their success in the future. The below are some basic abilities that
can be used in the future:

 Skills related to Stress control: This skill is often regarded as a primary requirement for
both managers and executives in order to effectively maintain the stress and discomfort
of their team members. Hotel managers should implement a stress management
programme to help them monitor their employees' stress levels so that they can function
effectively and successfully contribute to the hotel's success. Managers also organise get-
togethers, provide perquisites, healthy working environment, flexible working hours,
security benefits , allowances and give more refreshment hours to their employees so that
employees can satisfy and devote their best, which can lead to better future for both staff
as well as to company.
Innovations: Respective skull is more important as it will aid in the hotel's ability to remain
creative. WHIT Bread plc hotel managers and executives will use new products and services to
help them to develop their marketing and achieve long-term sustainability in the future.
Managers should execute a deliberate recruiting plan in order to recruit highly skilled workers
that can give many benefits in the future (Spurgeon, 2017)
TASK 4
P.7. Make comparison and Contrast various examples of service industry organisations
along with the system of change management and leadership in implementing change?
Explain in PPT
CONCLUSION
It can be learned from this study that good leadership and management are now the most
important criteria of organisations in order to achieve sustainable outcomes and enhance
employee proficiency. The hospitality and service industries are mostly concerned with their
roles, and they employ specialised management and leadership skills that can help improve
employee productivity.

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