Leadership and Management Skills in Service Industry Change, Report

This report delves into the crucial roles of leaders and managers in implementing change within the service industry, specifically using Inter-Continental Resort as a case study. It examines various change management systems and leadership approaches, emphasizing the importance of adapting to evolving circumstances to achieve organizational goals. The report explores Kotter's eight-step change management model, detailing the significance of creating urgency, forming a powerful coalition, creating a vision, communicating the vision, removing obstacles, creating short-term wins, building on the change, and anchoring changes in corporate culture. It further evaluates how change management directly impacts leadership and management skills, leading to skill development. The report concludes by emphasizing the essential qualities of leaders in achieving a competitive edge in the long term. References include academic journals and books related to the subject.

Leadership and
Management for Service
Industries

TABLE OF CONTENT
• Introduction
• Different service industry organisations change management systems
and leadership in implementing change
• Change management affects management and leadership skills and
styles
• Evaluate how, in response to change, management and leadership
skills in the service sector have developed
• CONCLUSION
• References

INTRODUCTION
Leaders and managers play crucial role when it comes to
implementation of change in management. With changing time
period, it has become essential to focus on adapting of change so
that goals are accomplished. Inter-continental Resort is
determined as a well-known organisation which increases their
involvement in hospitality industry throughout world. In
assistance of this, they include approx 35000 colleagues in above
100 countries.

Different service industry organisations change management
systems and leadership in implementing change
Change in Management can be simply be referred to as changes that
need to done in diverse area of management. This can further be
elaborated as changing the approach of what is the work currently
being done in order to improve the working of the organisation to be
able to utilize the most recent technology. This will be beneficial for
the management of Inter-Continental Hotel (I.H.G) improve their
chances to be successful and earn the higher return on their investment
in future. This has been explained be detail by understanding Change
in management that was introduced by John Paul Kotter. Some of this
can be detailed below in eight steps:
Create Urgency
It is essential for a leader to analyse and identify the need for change
and communicate it to others so that it becomes easier to adapt to
change in most efficient manner. By creating urgency in management
it become easier to carry out the processes and change in correct way.

CONTINUE..
• Form a Powerful Coalition
It is another aspect in which it is necessary for or individual to have
right skills and experience so that it is easy to increase and enhance the
productivity level. It is not easier to carry out the change in hotel sector
if they do not have a right people at right time (Van der Voet, 2017).
• Create a Vision for Change
It is also another essential element in which a change when it is
identified need to provide a proper vision and change which has been
adapted and should be carried out for further time period. It is the first
effect of a leader to initiate change in organisation.
• Communicate the Vision
It is a step in which it focuses on analysing those people who are
mostly affected by implementation of change and it is duty of a leader
to make a show that those people are fully convertible with the change
process. Communicating vision is important on the basis of which it is
convenient for employee and leader to make decisions in positive way.

Continue..
• Remove obstacles
• When changes are implemented in organisation it is critically
necessary to remove problems and obstacles so that changes are
processed without any issue. Removing obstacles need to be properly
done by the leaders for that ideas and opinion of every individual is
properly identified (Ahmed, 2021).
• Create Short term Wins
• This is also necessary in which when changes are being
implemented in enterprise it is responsibility of both leaders and
managers to celebrate even short term wins so that employees
become motivated and they are focused towards their goals.
• Build on the change
• Problems occur when changes are adopted so it is essential
that managers and leaders both should motivate every individual to
focus towards implementation of change and achieving of goals with
long term commitment.

CONTINUE..
• Anchor the changes in corporate culture
• Service sector is flexible which reflects that change
which is being adopted to reflect the culture of a corporate so
that all activities functions and operations are processed
properly. Driving the change according to corporate culture
results in in better productivity as well as Hotel is capable of
achieving competitive advantage (Brien, 2017).

Change management affects management and leadership
skills and styles
• Change management directly impact on management and
leadership skills as well as their style because when changes
are implemented and adopted both managers and leaders have
to change their way of doing work and managing people which
also shows that their skills and working style changes
accordingly.
• This is further analysed that appropriate changes are to
be implemented within management on basis of which benefits
and goals are achieved.

Evaluate how, in response to change, management and
leadership skills in the service sector have developed
• Management and leadership skills of a person have been
developed at higher scale when changes are implemented and
adopted. Also it has been stated that when changes are
implemented a person try to obtain more new skills and
enhance their capabilities in order to deliver positive output.

CONCLUSION
On the basis of above given report, it is assess that leadership
signifies the potential influence & authorize group in respect of
accomplishing goal of organisation. The management signifies
the administration of entire organisation. The management team
expected to have several qualities in leader that help organisation
to achieve competitive edge within long-term.

REFERENCES
Books & Journal:
• Ahmed, 2021. Do green HR practices enhance green
motivation and proactive environmental management maturity
in hotel industry?. International Journal of Hospitality
Management, 94, p.102852.
• Brien, 2017. How hotel employee job-identity impacts the
hotel industry: The uncomfortable truth. Journal of Hospitality
and Tourism Management, 31, pp.235-243.
• Erdeveciler, 2017. The effect of creative drama training on the
self leadership skills of students of the department of sports
management. International Refereed Journal of Humanities
and Academic Sciences, 6(21), pp.37-67.