Analysis of Leadership and Management in the Marriott Service Sector

This report provides an in-depth analysis of leadership and management within the Marriott hotel chain. It begins by defining leadership and its importance in the service sector, specifically within the context of Marriott. The report explores various classical management theories, such as scientific, bureaucratic, and administrative management, and their applications within the company. It then identifies the roles of leaders and different leadership styles, including autocratic, democratic, and transactional approaches. The report reviews Marriott's current management and leadership styles, examining internal and external factors influencing these styles. It also discusses the hard and soft skills of current leaders and projects future management and leadership skills needed in the industry. The report concludes with a comparison of different service industries to provide a broader perspective on leadership and management practices. The report is designed to provide a comprehensive understanding of leadership and management within a real-world service sector organization.

Report

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1. Various classical management theories and their applications in the company...................3
P2. Identification of role of leader and different leadership style in context of service sector
industry. ......................................................................................................................................4
P3. Reviewing management and leadership style in specific service sector organisation. ........5
LO 2.................................................................................................................................................7
P4 Internal and external factors that influences management style of the company..................7
LO 3.................................................................................................................................................9
P5 Current management and leadership hard and soft skills providing evidences by
organisation.................................................................................................................................9
P6 Discuss future management and leadership skills...............................................................11
LO 4...............................................................................................................................................12
P7 Compare and contrast different services industry...............................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership can be defined as the action of leading as well as managing people at
workplace. It can also be defined as art of motivating people to make their significant
contribution in accomplishment of desired business goals. An effective leader develops through
procedure of self-study, training, experience and education. Leadership is considered to be as
one of the crucial skill which assist an organisation in maximising the working efficiency. It also
provides firm an ease in accomplishment of desired objectives. In context of service sector, an
effective leadership is very much essential for driving firm towards success. Leadership is
basically a procedure through which an individual guide, directs as well as instruct and influence
people to improve their performance at workplace.
The purpose of the report is to understand the leadership concept in order to apply it in
Marriott hotel. It is basically a multinational American company which has broad portfolio of
hotels. Business entity offers accommodation, food and lodging facility to customers. Study will
emphasize on analysing the internal and external factors which influence management style as
well as structure in service sector. The hard as well as soft skills which are posses by leaders or
manager in service sector industry will be highlighted in the report.
TASK 1
P1. Various classical management theories and their applications in the company.
Classical management theory is based on expression of employees. This is not taking
actions and views of social requirements or job satisfaction rather than labour, centralized on
leadership and decision making or profit maximization. This helps to solve the streamlines
operations, enhance the bottom lines employees and also increase the productivity of Marriott
hotel and employee (Bush, Bell and Middlewood, 2019). The manager of Marriott develop
productiveness of the restaurant by analysing activity of employees. Management and leadership
are determined the essential part of the company that plays their vital role in achieving goals and
objectives of the company.
Scientific management
It is the process of one task that is considering ways and select one from them it is the
one best aim of this management theory. This theory refers the principles in relations to build

understanding ways of peoples and select the one best mode and way to increase productivity. It
has the various functions of manager for planning and controlling function of employees as they
are instructed. This help to improve the productivity and achieve goals and objectives of
Marriott. This restaurant manager can raise and increase their production with the help of this
theory and using it in their process because this process utilize intensive technology.
Management and leadership, both are determined and analysis the essential part of the company
they play their important an effective role to achieve goals and objectives of the company.
Bureaucratic management
it is the other classical management theory that views of management that's seen public
and private institutes and organisation. This theory is focused on the organisational structure by
the directing on the procedure of hierarchy and authority of controlling. Marriott hotel has
implemented this theory to take action for their business by building a working relation system
that is the worker for done their activities in an effective and correct manner (Thorpe, 2016). It is
effective and valuable for the company to attach good work for improving their services in order
to attract customers towards hotel. It is also maintained effective and valuable relations with the
hotel's worker and administration of the restaurant. This theory is focused on divide labour in
clearly determine hierarchy. Hotel manager can operate under the clarity refers the rules and
regulations which have sets of impersonal relations. Management and leadership are determined
and analysis the essential part of the company they are playing their effective role in restaurant to
achieve goals and objectives of company.
Administrative theory
The administrative theory is based on the seven principles which are most important for
the industry and its growth. Those are planning, organizing, training, commanding and control
the functions which are follows by the Marriott hotel in effective manner. With the help of this
management is to make effective planning for manage their growth and productivity at
organisation. This help to improve profit and productivity of Marriott and build strong goodwill
at marketplace.
P2. Identification of role of leader and different leadership style in context of service sector
industry.

Role of leaders in service sector is to instruct as well as guide people. In addition to this,
it is the duty of leaders to inspire people for improving their performance at workplace. In
context of Marriott hotel, role of leaders is to solve the specific issue faced by employees while
performing specific task. They provide workers with an appropriate solution to the problems
faced by them. Role of leader in service sector is to provide training to employees, so that they
could develop the skills which are required for delivering quality, timely and professional
services to customers (Gill and Murray, 2018).
Role of leader as a Structuralist : As a structuralist , Role of leader is to provide the proper
framework related to task to their subordinates. The role of leaders in Marriott hotel is to provide
clear instruction to their followers. It is the duty of leader sin Marriott hotel to provide
guidelines of tasks to their followers.
Role of leader as a socializer : As a socializer , role of leader is to work closely with team
members for accomplishing desired organisational goals. In context of Marriott hotel, role of
leader in an organisation is to develop an atmosphere of mutual accountability as well as
collaboration.
Leadership style can be defined as an approach which is utilised by manager or leader in
service sector industry for providing the directions as well as guidance to employees. It is the
style which can be utilised by leaders for implementing specific plans or for positively
influencing people to work for the benefit of an enterprise. Leadership style can also be referred
as behavioural pattern which leaders generally adopt for motivating people to develop positive
behaviour at workplace. The different types of leadership styles are mentioned below:
Autocratic leadership style : It is the style in which leaders keep their complete control
on the activities of their followers. They provide order to their followers and instruct them to
follow the specific guidelines. Leaders with autocratic leadership style does not allow their
followers to participate in decision making. It is the leadership style which has great influence on
the behaviour of employees towards their leaders (Cai, Loon and Wong, 2018). In context of
Marriott hotel, leaders need to understand that continuous adoption of autocratic style by them
lead to decline in morale of employees.
Democratic leadership style: Leaders with this type of leadership style facilitate
discussion with other people before making any decision. People with democratic leadership
style allows their followers to participate in decision making procedure. In context of Marriott

hotel, Persuasion is the technique which can be utilised by leader for leading as well as managing
people.
Transactional leadership style: Both reward and punishment are the techniques which
is utilised by leaders with transactional leadership style for motivating workers to improve their
performance at workplace. It is the style which is considered to be an effective for motivating
people for short time. In context of Marriott hotel, managers in an enterprise focuses on
providing motivation to employees. Leaders with transactional leadership style are generally
proactive in nature.
P3. Reviewing management and leadership style in specific service sector organisation
Selection of an appropriate management as well as leadership style is important in order
to ensure that work has been completely in effective manner. Review of the leadership style
adopted by the leader in Marriott hotel are as follows:
Autocratic leadership style: It is a type of leadership style, the authority of making
important decision related to business lies with an individual person and very little input are
taken from members in a group.
Leaders who adopt the autocratic leadership style centralises power and they takes
important decision by themselves. An individual with Autocratic leadership style provides
command or order to their followers. Leader takes complete authority and full responsibility of
each activity and task. . People with this type of leadership style believe in unity of decisions
and takes quick action. Autocratic leaders do not delegate their responsibility among
subordinates (Amanchukwu, Stanley and Ololube, 2015). These are those leaders who have high
level of concern related to maintaining their position within an enterprise. In context of Marriott
hotel, leader in an organisation has adopted the autocratic leadership style which has enabled
management to ensure that all the work is done according to the set standards. In addition to this,
leader in Marriott hotel uses the reward system for positively influencing followers to make
their significant contribution in accomplishment of desired business objectives.
Quick decision making is considered to be as main benefit of autocratic leadership style.
It is required by leaders in Marriott hotel to develop the understanding that ineffective use of
autocratic leadership style can give rise to conflicts at workplace and even to the industrial
dispute.

The democratic is a style of leadership where all team members participate in decision
making procedure. It is required by leader in Marriott hotel to adopt the democratic leadership
style. Leader in an organisation need to take suggestions from their followers as it will help them
in getting the innovative ideas which can be implemented in order to improve team performance.
In addition to this, democratic leadership style will assist manager or leaders in increasing the
employee's morale (Herman, 2016). It will also help manager or leader in providing the high
level of satisfaction to their followers. Democratic leadership style will aid manager or leaders in
reducing the grievances. It will also assist leaders as well as manager in Marriott hotel in dealing
with the issue of high absenteeism as well as employee turnover.
The two types of management styles are :
Authoritarian management style: In Authoritarian management is basically a management
style in which specific person has decision making power. It is management syle which includes
little group input as well as high control.
In context of Marriott hotel, manager or leader in an enterprise focuses on mainly two
things which are command as well as control. Managers or leaders in Marriott hotel gives
command to their followers.
Administrative management style : In Administrative management style , managers
complies with the standard procedure and choose to execute each activity of the procedure for
maximising outcomes.
Managers or leaders with this type of management style are highly concerned about
business procedure. These people are less interested in identifying as well as fulfilling the needs
of their followers. Manager with administrative management style are generally rule driven
(Thorpe, 2016). They follow all the rules as well as regulations in all situations. Managers or
leaders with Administrative management style highly relies on the rules as well as business
procedure. In context of Marriott hotel, manager as well as leader in an organisation are required
to concentrate on both managing people and business procedures, as this tactics will assist them
in accomplishment of desired objectives.

LO 2
P4 Internal and external factors that influences management style of the company
Internal and external factors are influences management and leadership style of the
company. Marriott international hotel is maintain its prominent position at market by analysing.
The internal analysis is includes the organisation structure and communication.
Internal analysis
 Organisational structure
organisational structure is influence to business. This follow various changes and
schedule for work at place in effective manner. It can influence to management style by making
changes like uses of new technology at working place. For example: company is follows the
hierarchical organisational structure which is effective and valuable but it can impact to business
and its growth. In this company manager follow all process of work as per structure. By this, it
can influence to management style because as per this management take other decisions for
growth.
 Communication
Communication is the effective and valuable for the growth of company. But this can
impact to the business and its management style. Like communication between employees are
have to be effective and clear because it can impact to the business. By creating
miscommunication at workplace. This can influence to management style of Marriott hotel.
External analysis by PESTLE
Political Economic
The political factors are creating a threat by
creating conflicts and problems. The Other
hand, the changes in political and government
policies, creates the new strategy which impact
the growth of the company. In that company
manager can make the best strategy to help the
effective and best decisions.
The economic factors that impact the business
of inflation rate, saving rate, interest rate,
foreign exchange rate and economic cycle
determine the demand and supply of hotel
(Herman, 2016). Price inflation impact on the
purchasing power of buyers and customers by
impacting directly impact on its productivity
and revenue.
Social Technological

Social culture and ways of things which are
impacting on the culture of the organisation.
That are need of peoples related food and
beverage create situations. With this change
manager has to change their policies and ways
of cooking and make the good and effective
taste of products. This can influence to
management style.
Technological factor has also impact to the
Marriott by introducing new and advanced
technology like uses of social media, online
market, websites and etc. it influences their
management and style and functioning of this
food chain. Like digital technology is effective
and valuable for the growth of company which
is effective. This can impact ad influence to
management style of company for using digital
technology at the place.
Environmental Legal
That includes the changes in climate like
heavy rain forces. Environmental factors are
give impact on the hotel at the time of weather
changes because at that time, customers want
the best and effective services from the hotel.
In that manager have to make sure about their
services and make plan for providing the most
effective. By this it can impact to the business
for taking those decisions as per changes.
Legal factor impact to the company by making
changes by introducing various laws like
discrimination law, health and safety law. As
per those managers of the hotel have to take
care of their employees and customers and sure
about and provide safe and healthy
environment at the workplace to their
customers and employees.
LO 3
P5 Current management and leadership hard and soft skills providing evidences by organisation.
Current management and leadership style are helping to provide the effective and
valuable evidences to the organisation such as hard and soft skills. Digital technology is effective
and valuable for the growth and valuable to the company in order to achieve goals and objectives
of the firm. Digital technology help with organisation in their smooth operations by developing
the soft and hard skills for the staff of the Marriott to gain better growth and success in the
competitive edge (Larson and Gray, 2017). The hard and soft skills are helping communicate the
right and effective message to employees. The hard and soft skills are as follows:

Soft skills
There are various soft skills which are considered the communication, flexibility,
leadership, teamwork and time management etc. those are the soft skills of employees to work
done in an effective manner.
Communication skill
The soft skills are very important for staff of the Marriott is to communication skill, with
help of effective and valuable communication is helping to convey right message to others like
customers and employees. This important for building the better relations with the staff and
customers as well. The communication is being made effective with the uses of digital
technology changes in the Marriott hotel. For manager have to provide correct information and
guide them, uses of it with the help of effective and communication skills and in polite ways
(Pardey, 2016). By the uses of digital technology the communication skills are effective.
Team work
The team work is also important soft skills of employees because with the helping of
teamwork, the work done in an effective and fast manner. Team work is also supported in the
digital technology uses because with the help of this employee work in correct manner. Like in
the team have various employees and peoples to work. By this each and every team members
have the idea of using technology and other not, then they can do the work by using
technologies. By this soft skills essential for the team and its work.
Those are the soft skills which are helping to solve each and every problem which are
related to the digital technology uses and also deals with any changes are happening in the
organisation with the help of technology uses.
Hard skills
Hard skills are the teaching skills and abilities which are sets the easier to quantify. Staff
of the organisation need and required to manage the website of the organisation and also manage
the marketing activities (Akhter and et.al., 2016). That all are managed by the uses of digital
technology. The hard skill includes the marketing activity, machine operation and computer
programming.
Computer programming
Computer programming is also considered in the hard skills. This can solve by using
digital technology. There are various computer programs are available in that employee and

manager have proper knowledge and information for work. By using the digital technology
employees are able to do with their computer programming skills in order to achieve goals and
objectives of the hotel.
Those are hard skills of employees which are help to solve all the problem and give best
ways for work in fewer time. Digital technology help to deal with any changes and achieve goals
and objectives of Marriott hotel by better promotion and good marketing activities playing.
P6 Discuss future management and leadership skills
The existing leadership skills are effective and valuable but in manner to achieve more
growth by improving management and leadership skills for better future and further growth. The
future management and leadership skills are as follows:
Management skills
There are various management skills which are helping to manage all the activities at
marketplace and also at the workplace (Wang and et.al., 2016). Management skills are helping to
manager for performing their roles and duties of work. Future management skills are as follows:
Problem solving skills
Problem solving is the best and better skills for the manager and each employees to
manage their work and goals of Marriott hotel. Manager of hotel must by have the problem
solving skills in order to improve performance of the staff and team. This skill is important and
valuable for the manager by this manager is able to solve problems of employees which are any
kind of problems. It is effective and valuable for the manager by solving any kind of problems.
Manager is deal with the various problems which are related to the customers, investor.
Critical thinking skills
The critical thinking skills which will help to the management to see not only the positive
aspects of the business goals. With help of critical thinking skills, management is able to make
the possible solutions in any kind of situations. It is effective and valuable for the management.
Future leadership skills
Leadership skills are helping to leader for achieving team goals and objectives by
calculating employees efforts. The future leadership skills are as follows:
Communication skills
Communication skills are effective and best for communicating better and effectively
convey their messages to the team members. Communication skills are helping to attract the

customers and also to influences the staff of the employees (Bush, 2015). This communication
skills help to leaders for clearly define goals and proper direction of work. By this employees are
able to done their work in effective manner.
Motivation skills
Motivation is the best skills of leaders by this leaders are motivate to their employees.
Motivation skills are help to motivate the employees towards the achieve goals and objectives of
company and team work. Motivated employees are always ready to give their hard contribution
in the work.
Those are the future management and leadership skills which are help to manage the
skills by achieving goals and objectives of firm.
LO 4
P7 Compare and contrast different services industry
Compare and contrast with the different services industry organisation by change
management system and leadership in implementing changes are as follows:
there are various change models are available which are help to manage the changes at
organisation by using model. The Kotter change model is include the process such as the
creating a sense of urgency, forming powerful guiding, develop the vision, communicate for buy,
employer the actions, create short term wins, don't let up and make changes sticks. Those are the
steps which is follows by the Marriott hotel to manage their changes management to achieve
goals and objectives of firm. They are manage changes by as follows:
 Creating urgency of work is help to others for see changes by the bold. By this manager
is communicate importance of changes (Hristov and Ramkissoon, 2016).
 Building guidance is effective and valuable for manage work at work place. At this
manager guide to employees for changes.
 Develop vision is help to clearly work of management and leadership by using the change
model.
 Communicate for buying that, by this leaders and manger of Marriott is communicate
about the changes as per requirements.
 Employer action is important for the accepting changes at organisation.