Leadership and Management in Service Industry: An Analysis Report

This report delves into the intricacies of leadership and management within the service industry, focusing on Marriott International as a case study. It begins by assessing various management theories, including classical approaches like Henry Fayol's principles and Taylor's scientific management, and applies them to the service sector. The report then explores the role of leaders, different leadership styles (democratic, autocratic, laissez-faire, and strategic), and their impact on employee motivation and organizational performance. It reviews management styles such as visionary and democratic approaches, highlighting their influence on team dynamics and decision-making. Furthermore, the report investigates internal and external factors affecting management styles and organizational structures, including communication, organizational structure, and global influences. It also examines the hard and soft skills essential for current and future management, change management processes, and the implementation of leadership theories within the hospitality industry. The report concludes with an evaluation of change management and leadership skills in the service sector.

MANAGEMENT AND
LEADERSHIP IN
SERVICE INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................4
LO1..................................................................................................................................................4
P1) Assess different management theories and apply in service industry..................................4
P2) Explain the role of the leader and different leadership styles in service sector....................5
P3) Review the management and leadership styles in the service sector....................................6
M1) Analyze the management and leader ship style in service sector........................................7
D1) Evaluate the organization current management and leadership styles ...............................7
LO2..................................................................................................................................................8
P4) Investigate the internal and external factors which influence management styles and
structures.....................................................................................................................................8
M2) Analyze the internal and external factors which influence the management styles and
structures.....................................................................................................................................9
D2) Critically analyze the management styles which are influenced by the internal and
external factors............................................................................................................................9
LO3..................................................................................................................................................9
P5) Assess current management and leadership styles with the hard and soft skills..................9
P6) Discuss future management and leadership skills in the service sector.............................10
M3) Evaluate the current and future management and leadership skills in service industry....11
LO4................................................................................................................................................12
P7) Compare and contrast the different service industry in organisation change management
system and leadership...............................................................................................................12
M4) Analyze the change management which is affecting the management and leadership
skills..........................................................................................................................................13
D4) Critically evaluate the change management and leadership skills in the service sector....13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership is about inspiring and management is about planning. Leaders have a
tendency to praise success and drive people, whereas managers work to find faults. Managers, on
the other hand, will focus on setting, measuring and achieving goals by controlling situations to
reach or exceed their objectives. Marriott International is an American multinational diversified
hospitality company that manages and franchises a broad portfolio of hotels and related lodging
facilities. It was founded by J. Willard Marriott, the company is now led by his son, executive
chairman Bill Marriott, and president and chief executive officer Arne Sorenson. Marriott
International is the third largest hotel chain in the world. This report covers questions such as
theories of management, role of a leader and different styles of leadership. Management and
leadership styles, internal and external factors of management that influence the structure of the
company are also discussed in report. The current and future management leadership skill are
also discussed in report. It also includes the Hard and soft skills of management, future and
leadership skills of management and change in the system of management (Megeirhi and et.al.,
2018). The change management process and Implementing of the leadership theories in the
hospitality industry is affecting the company at the large scale. So the report is providing the
knowledge regarding the management and leadership in the service industry.
LO1
P1) Assess different management theories and apply in service industry
Classical management theories are theories which is concentrating on the management of
the organization. It help organization to achieve the long term goals and improve performance of
hotel in the market. Management theory is including Henry fayol functions and Taylor scientific
management functions.
Henry fayol principles must be followed by the organization while working in the
effective way. Division of the work and the reduces the span of the attention or the effort which
is developing the work in the effective way. Authority has the power and right to give the order
in the effective way and it is also included the responsibility of the individual which is on the
high post and which has the authorities as well. Discipline must be followed by the employees
while working at the hotel. Discipline includes the formal and the informal agreements which are
between the firm and the employees (Alhelalat 2015). Authority has the right to command and

give the orders while the authority have right to give orders and direct to employees which are
working under them.
Employers must pay the remuneration to employee which are working in the hotel. Size
of the organisation is depends on the working of the organisation and the employees of the hotel
as well. Thew quality of work is affected by the size of the organisation. The leader must handle
the employee with the kindliness and the respect as well. Employees must be given time for
settling down in the hotel because every person would need the time to settle down in the any
kind of the situation.
Henry fayol has come up with the scientific theory of the management and it is focusing
on the efficiency and productivity of the hotel and the employee which are working in
organisation. It is developing the condition of the employee in the hotel by the way of using the
correct methods for each time and situation. Employee must be trained in the effective way
which would improve the performance of employee in hotel (Bavik 2019).
It also includes the theory of the bureaucracy which was brought up by max Weber. It is
focusing on the authority which are working at the high post in the organization. Authorities are
divided among the three types and it is including the traditional authority and charismatic
authority. It is including the traditions and custom as well. The bureaucracy is including the
function of organization and the structure of organization.
P2) Explain the role of the leader and different leadership styles in service sector
The leader has to work in hotel and manage the work in hotel. Leader has to provide the
vision to the employees which are working in the hotel. In some case employees are not
participating in the hotel and in item work as well. So employees would be working in the hotel,
but they are not provided with the guidelines for how to perform the work in the effective way.
Team members are working in the hotel, and they are driving self towards the work. Leader must
know how to establish the structure in hotel and improve the communication between the
employee which are working in hotel. Due to the effective communication performance of hotel
is improved and employees as well (Belias and et.al., 2017). Leader can the role model for
employees which are working in the organisation and it is also improving the behavior of the
employees towards work and leader. Leader must look after that the employee would motivate
employee in effective way. Employee need the inspiration and motivation from time to time

which would improve the performance of employees. Ensure that the training is provided to
employee in effective way.
Leadership styles
Democratic leadership theory is focusing on the decision of the leaders which have power
of taking the final decision. In these types of the leadership employees are motivated to give
suggestions, and they are encouraged to work in effective way. Low level employee have the
power to exercise authority over the use the concepts which would provide to them while
training. In democratic leadership leader are listening to the employees and the suggestion of
employees are encouraged as well (Buil, Martínez and Matute., 2016).
Autocratic leadership
These style is inverse of the democratic leadership and the leadership style is affecting
the decision and the input of the employee which are working on them. Manager are changing
the hours to the certain extent and the work shift of the manger is increased as well. Leadership
is more open to the intellect towards the team. Employees are not given importance and, nor they
are given any priority in the company while working in team projects.
P3) Review the management and leadership styles in the service sector
Leadership styles
Laissez faire leadership styles are affecting company and these styles is effective in some
cases. In these styles of leadership it was focusing on the overall working the company and the
employees would be motivated to work towards the company in the effective way. In these
employees are trusted and the style is focusing on employees which are working in company
(Eluwole, Lasisi and Avci., 2018). Leadership is empowering the employee to work in the
effective way and look after the development of company growth and opportunities which are
working in the company.
Strategic leadership
Strategic leadership style is focusing on operation between the growth and opportunities
of company. It is thinking about the multiple types of the employees at one time and so
employees would improve performance of employees. Employees are respected in hotel and
employers are supporting employees in the effective way. In these the working conditions remain
stable for every one and every time as well. The work load is not managed by the employee in

the effective way and so the employee would be encouraged to work and mangers must know
how to the handle the work load and employees as well (Gehrels and Suleri., 2016).
Management styles
Visionary styles are management styles which are working in company. Through the
vision the visionary is provided the employee which are working in the company and proper
direction is given to the employees which are working in the company. Team leader would set
the team vision and look after the workings of team manager. Mangers would work only in the
team and track the working of each employee which are working in team. Employees are
working in company, and they would provide the knowledge regarding the task and steps for
completing the work. Through the visionary styles employees are motivated and decision-
making power of employees is increased.
Democratic management styles
In these managers are participating in the decision-making process in team work.
Employees from the diverse regions are working in company and leader has to manage the
employees so that the ideas would be appreciated and employees would not be insulted because
of different region and different culture. Democratic managers are working in company, and they
would manage and approve the decision of the employees and respect the suggestions given by
them (Gibson and Parkman., 2018).
M1) Analyze the management and leader ship style in service sector
These management and leadership styles are motivating the employees and leader are
performing their work in effective way. Management styles are helping leader to manage the
operation and work in the effective manner. These would not only affect the employee
performance but management and working culture is also changed and improved. Through the
leadership styles the leader are performing in the effective way. Leader are motivating the
employees, and they are working for the company and encourage employees to work better.
Leader are role model for employees so leader must work in the effective way for improving the
performance of hotel.
D1) Evaluate the organization current management and leadership styles
Hotel is using the democratic leadership styles and management style which employees
are working in the hotel in the effective way. Employees would be appreciated for working in
company, and they are encouraged for giving the suggestions to the employees which are

working in company. Leader are managing the team members, and they would be managing the
team members and team is managed in the effective way (Guillet And et.al., 2019).
LO2
P4) Investigate the internal and external factors which influence management styles and
structures
Internal and external factors which would affect the management styles and structures of
the hotel. Organization is affected by the way of communication which would include the
communication problems. Effective communication is playing the vital role in the working of
organization. In the case of miscommunication the company is affected and the team work as
well. Organizations have the communication problems due to which the employees are not
working in effective manner. Communication must be effective from the top-level managers to
low level employees (Gutiérrez-Martínez and Duhamel., 2019).
Organization structure is also affecting the company performance because company is
working and the power is distributed among selected employees. So performance of employees
are affected and employees are not able to work in effective manner. The employees are not able
to communicate with the high level mangers and problems of employees would not be solved in
the effective way. Some organizations are working globally and so employees need to be
communicated in the effective way. Some organization have flat structure and employees are
able to share the problems in the effective way.
External factors which are affecting the performance of company are the technological
factors and the environmental factors. Customers nowadays are preferred the new technologies
and innovate products and new services. So the customers are changing their preference
frequently, and they are loyal towards the new technology. Hotels must use the latest
technologies in the products and bring the innovation in products for attracting customers
(Huang and et.al., 2016).
Environmental factors are affecting the management styles and structure because the
people are nowadays concentrating on the environment. So the people are attracted towards the
companies which are working for environment and providing the products which are
environment friendly. Hotel is using the environment friendly products, but they are attracted
towards the company, and they are working in the effective way as well.

Legal factors are also affecting the company sales and management of the company. As
the organization is hospitality industry it is providing the services to customers. Services are
provided to customers. Company is working with many problems like the government has levied
many rile and regulation on the travel and hospitality industry. Laws are related to services
which include the food and safety laws and many more. Hotel industry is providing the services
to the customers by the way of food so the food quality laws are applied in hotels for protecting
the customers form the cheating (Jiang and Alexakis., 2017).
M2) Analyze the internal and external factors which influence the management styles and
structures
These internal and external factors are influencing the management styles and structures.
Internal factors like communication problems and the organizational structure and external
factors like the legal factors and environmental factors are in influencing the company.
Democratic style and structure is affecting the company sales and the productivity as well.
Effective communication would be the strengths for company and management while the
organizational structure is the weak the management. Environmental factors are also strengths of
the company but the legal factors are the weakness for the company.
D2) Critically analyze the management styles which are influenced by the internal and external
factors
Democratic management styles are affecting the company performance and management
as well. Due to the effective communication company is not working in the effective way and the
company would face problems due to the miscommunication among the employees which are
working in company. Laws are levied by the government on the company but the management as
to look after the work in the effective way (Lashley 2015).
LO3
P5) Assess current management and leadership styles with the hard and soft skills
Soft skills which are need by the hotel industry in the working effectively. Team
leadership is the ability in which the team is working properly and it is listening to the team
leader in the effective way. Leaders are motivating the employees which are working in team
projects and leaders would also encourage employee to work better and improve the
performance. Training is given to the employees which are working in the organisation. Proper
training of employees would change the image of the hotel and employees would be satisfied

from the job as well. The employee turn over rate would be decreased and employees would not
leave the jobs. New staff must be provided training for working in organisation and employees
would be given the right skills and right training to handle the diverse situation.
Problem solving is the depending on the situation and how employees would be handling
the situation. In the hospitality sector customers preferences are changing from time to time and
the hotel industry is suffering due to these problems. Employees must be trained to handle the
situation and work according to the customer. Impression must be set by employees which are
working in the company (Liang And et.al., 2017).
Hard skills
food and beverage services in the hotel is must for customers and it is affecting the image
of the hotel in market. In these hotels is providing the services to customer at the food services
like food is required in hotel and delivered to customers in the restaurants. These would also
include the food safety rules and the rule regarding the food quality as well. Heath and safety
laws is having the effect on the production of the food and food is prepared in safe and secured
way. Quality of food is Improved and so the customers are attracted towards the hotel.
Sales and marketing skills
In hotel sales and marketing skill is playing the vital role because hotel need marketing
and the products which are to be sold in market also need marketing. Work must be monitored
and different marketing strategies would be used by the hotel for improving the sales. Digital
marketing techniques and tools would be used by hotel to improve sales. Nowadays customers
are using the social media and the internet at the large scale and so it is having the impact on the
sales of the hotel.
P6) Discuss future management and leadership skills in the service sector
Proficiency in different languages
In these the employees must know about the different languages which are spoken in
different countries and different regions. Various other employees are working in company and
customers are visiting the hotel form the different regions and so the hotel must be able to solve
the problems in the effective way. By learning different languages employees would be able to
communicate with each other and these would also affect the employees. Employees would learn
new things and different languages which would improve the performance of company (Ling,
Liu and Wu., 2017).

Research and development
Employees must be provided the research and development skills which would help them
to innovate new things, and they would work better. Information regarding the product would be
used and analyzed by the hotel and then it would be used in the hotel. Employee would be
developed effectively by the way of the training because employees need to explore themselves
and use the new techniques. For these they would need proper and efficient training which would
improve performance.
Understanding the technology
The technology is increasing by time and so the employees need to understand the
technology and use the latest technology as well. Technology is increasing and the hotel is using
the latest technology in the effective way. Company would use the technology for completing the
functions and delivering the services effectively. Employees would need the time and training for
understanding the technology (Nair and Choudhary., 2016). Technology is also used by hotel in
preparing the food. Employees must work in the innovation while working in team and provide
the innovative ideas for improving the employee performance.
Ability to work with the people and technology
leader and team members would have the ability to use the team members and technology
in the effective way. Some employees are working in the effective way, but they are not able to
work in the effective manner and these would affect the employee of company. Some employees
would use the technology, but they are not able to work in the team projects. So employees
would use the latest technologies, and they must have the skills of the problem solving as well.
High emotional intelligence
Emotional intelligence would affect the employees and members which are working in
team must have the ability to work in the effective way. Some leader and team members are not
able to work In team projects so leaders must have the high intelligence in working with the
other employees. So the emotional intelligence of the employees would make them strong
emotionally, and they would be working in the effective way (Parsa and Narapareddy., 2015).
M3) Evaluate the current and future management and leadership skills in service industry
The current skills would lead the hotel industry towards the company and the
performance would be changed as well. These current leadership skills are concentrating on the
current skills and current situation in the effective way. But in the case of future skills employees

needs to be trained with the future trends in the which are need to be fulfilled by employees.
These future trends would include the leadership skills and the management skills according to
the situation in the future.
LO4
P7) Compare and contrast the different service industry in organisation change management
system and leadership
The Marriott is using the Kurt lewin change management model in the hotel so these
would change the customer of the organisation it is divided in the three parts and it includes the
unfreezing, refreezing and changing. In the process of change and the unfreezing is the first step
which is used by organisation. Many employees in company would not resit the change in the
effective way. Some employees are of the old behavior and it is affecting their performance. So
employees smut be aware about the change in the organisation. Old behavior of the employees
would affect them in the effective way. Secondly the changing step is used and change step is
organized and it would include the change in the organisation culture (Silva, Silva and Martins.,
2019). During the process of changing the employees would learn new things, and they would
learn new things as well. But some employees would be affected by the performance of the
employees. In the process of refreezing it would also include the stabilizing the solidifying the
new state of the employees. These changes would also affect the change and the employees
would work in the effective way. Employee need time it accepts the change and in the process of
refreezing that time is provided to the employees for improving the performance.
Hyatt is using the organisation change and it is creating the urgency among the
employees and the hotel. Change need to be successful and these it would need the time and also
it would need the time to for building the urgency as well. It would also form the power full
coalition and so the strong leadership abilities would improve the performance of the company.
Effective leader would help employee so it accepts the coalition. Leader would create the vision
of changing the culture of the management and strong competition would affect the employees
effectively. Obstacle would be improved by the leader and the employees would affect as well.
Create the short term wins and use the latest strategies for making the change successful. During
the process of the change employees must be motivated, and they need to be encouraged as well.
Anchor the changes and use the corporate culture as well (Slåtten and Mehmetoglu., 2015).

Corporate culture is always affected by the change and the employees as well. So the employees
must be motivated while the change.
M4) Analyze the change management which is affecting the management and leadership skills
Hotel is using the change management model of Kurt lewin change management and
these model is having the effect on the performance of company and on the leadership skills as
well. Employees are affected by the change in the organization culture and the so the skills and
training if the employees would be affected. But these model would have the positive effect on
the performance of employees. Like the employees would be provided with new training, and
they would also increase the sales as well.
D4) Critically evaluate the change management and leadership skills in the service sector
These change management model is having the impact on the leadership skills and the
performance of the employees would be affected as well. In the hospitality industry the change
of the employees would be affected and the leadership skills would be the positive change in the
performance of the employees. Leadership skills like the leader has to manage the team projects
and make the member of the team work in the effective way (Tuan., 2018).
CONCLUSION
From the above studies it has been concluded that Marriott serves in hospitality industry
which requires coping up with constant change in order to attract the attention of people and
obtain more share in the market. In this report hard and soft skills of management of the
company has been described and how does it help them to make their results better by improving
the working of the employees. In this report it has been highlighted that what effective methods
Marriott needs to implement in their structure so that they can enhance and expand their services
and satisfy the needs of more and more people. The report has discussed the change in the
management theories and leadership styles which are having the effect on the employee
performance. These classical management theories are looking after the Henry fayol principles
which would consist of management skill in the effective way. Factors which are affecting the
leadership skills and management skills which is having the effect on the employee performance.
Change management models is used by the employees which are working in the organization in
the effective way. These change management models are having the impact on the leadership
skills. These leadership skills and management skill of the employees would be improved and