Leadership and Management in Service Industry: Analysis Report

This report offers a comprehensive analysis of leadership and management within the service industry, focusing on the Wa-Pila Hotel as a case study. It begins by exploring the application of classical management theories, including organizational structures and culture, and then delves into the roles of leaders and managers, comparing different leadership styles such as autocratic and democratic. The report examines the impact of technology on management styles, the characteristics of effective managers, and the importance of hard and soft skills. It also discusses change management, the significance of reflective practice, and the comparison of different service industries. The report concludes with a critical evaluation of how change management and leadership skills respond to the utilization of technology within the service sector, providing valuable insights for industry professionals.

Leadership and
Management for
Service Industry

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1 ...........................................................................................................................................3
Application of classical management theories ......................................................................3
Role of Leader and various leadership style ..........................................................................5
Role of leader and manager ...................................................................................................6
Management and leadership style .........................................................................................6
TASK 2............................................................................................................................................8
Key Internal and External technological factors that influence management styles..............8
Characteristics of effective manager in the contemporary hospitality industry in the face of
increased technology............................................................................................................10
Customer need and review of multi generational leaders and their characteristics.............11
Critical view on specific changes in management style.......................................................11
TASK 3 .........................................................................................................................................12
Characteristics and skills of effective managers in different roles.......................................12
Hard and Soft skill of management and leadership..............................................................12
The importance of soft skills and significance of reflective practice using technology......14
Importance of technology-oriented management and leadership skills required in the service
sector.....................................................................................................................................14
Evaluate the skills that are crucial for service......................................................................16
TASK 4 .........................................................................................................................................17
Compare and contrast different service industry .................................................................17
Critically evaluate how change management and leadership skills in service sector respond
towards utilisation of technology.........................................................................................19
CONCLUSION .............................................................................................................................20
REFERNCES ................................................................................................................................21

INTRODUCTION
Leadership signifies that it is an art or capability of an individual to inspire or influence
other for accomplishing organisational goal in an effective and efficient manner. On the other
hand, management is a process of planning, organising, directing, controlling in order to attain
high level of profitability and productivity in an innovative and creative manner. However, these
two concepts are different in nature yet it is inseparable because they put their full contribution
towards an attainment of common goal within prescribed time limit. Moreover, various theories
or approaches enable manager to maintain a better working culture in order to obtain
maximisation of profit with an optimum utilisation of resources. Apart from this, today's world is
becoming more challenging and innovative for which technology plays a crucial role in existing
operation of service industry. As, technology based leadership and management allows
employees to work remotely and it made each and every business function more easier and and
organised which influence firm profit margin (Chen, Preston and Swink, 2015).
Furthermore, hard and soft skill is also an important aspect for leaders as it assist them to
identify manpower potentiality or skills as well as allow them to assign in suitable position
which bring high level of motivation among employees. Thus, in an era of technology – driven
disruption, agile or flexibility leaders seek a balance between improving efficiency and
promoting innovation in order to gain competitive advantage. This report is based on Wa-Pila
Hotel, which deals in providing hotel, restaurants service to clients or guests across UK. IN this
study, it covers role of leader and manger within an organisation as well as application of various
theories and styles. Furthermore, importance of hard and soft skill for manager or leader as well
as future management and leadership skill. Finally, comparison of two service sector companies
is also discussed here.
TASK 1
Application of classical management theories
Organisational structure
It is a system which is used to define hierarchy within an establishment as it identifies the
need of fir which operate differently and also bring systematic flow of work among each
business function for accomplishment of firm pre determined goal within prescribed time limit.

The different types of organisational structure which Wa-Pila can applies within their business
function are as follows:
Divisional and geographical:A divisional structure is suitable for company with distinct
business unit on the other hand geographical provides a hierarchy for an enterprise that operate at
several location nationally or internationally.
Functional and matrix:A functional structure is based on each job duties while matrix
has two or several supervisors for each job or each personnel has dual reporting relationship
generally to both a functional manager and a product manger (Lee, Lee and Park, 2014).
However, it has been stated from above explained types of organisational structure that
Wa-Pila can acquire divisional structure as it help them to delegate the responsibilities to each
business function and also it enable them to manage entire operation smoothly without any
hindrances.
Organisational Culture
It comprises beliefs, assumption, values and ways of interacting that contribute to unique
social and psychological environment of an organisation. However, Charles Handy introduce a
model for business culture which contain various types and that is explained below:
Power: Under this, it signifies that power remains in the control of few individual and
they are only authorised to make decision. Due to this culture, it create dissatisfaction among
personnel and also it influence business productivity or proficiency (Handy's Model of
Organisational Culture. 2018).
Role:It is relate with those culture in which each and very workforce is assigned on the
basis of interest and skill which enable them to put their full contribution towards an
achievement of firm long term goal in a better way.
Task: Under this, firm form various group of team for several project in which each team
members are committed to acquire common set of organisation goal within prescribed time
period.
Person:There are several firms where employees feel that they are more valuable and
important than others as they only concern about their self rather than company.
It has been summarised that Wa-Pila can imply role culture into their business operation
so that they can identify each manpower ability and delegate them their roles and responsibilities
which bring high level of motivation and satisfaction.

Different classical theories of management
The various elements which is related to theories of management are as follows:
Classical Management: This theory signifies that manpower only have physical and
economic needs. It does not take into account of social needs or job satisfaction but instead
advocates specialisation of personnel, centralised or decentralised leadership, decision making
and profit maximisation.
Administrative: It is introduced by Henry Fayol who provided 14 principles and its
primal aim is to determine individual ability and delegate those work according to personnel
skill. By this Wa-Pila can easily attain high level of proficiency and long term goal without any
conflicts or ambiguity (Johnston and Marshall, 2013).
Scientific Theory: Under this, theories is established by F.W. Taylor who emphasize
over providing proper training program so that each manpower can enrich their hidden talents
and firm can acquire profit maximisation with an optimum utilisation of resources.
Role of Leader and various leadership style
Although leadership and management are two different concept yet they are inseparable
in nature who put their full contribution towards an achievement of organisational goal in an
innovative and creative manner. The difference between leader and manger are explained below:
Particulars Leadership Management
Meaning It is an ability off an individual
to influence, motivate, and
enable others to contribute
towards the effectiveness and
success of organisation of
which they are members
(Managers and Leaders: Are
They the Same or Different.
2019).
It comprises directing,
controlling a group of one or
more individuals for the
purpose of coordinating and
harmonising the group for an
accomplishing goal.
Orientation People oriented Task oriented
Focus Leading manpower Managing work

Outcomes Achievement Results
Role of leader and manager
In Wa-Pila success and growth, effective and productive leader or manger is required
who can put their full contribution for an accomplishment of organisational goal in an innovative
and productive way. However, the role of leader within Wa-Pila is to look at problems and
devise new, creative solutions by using their charisma and commitment which help them to bring
high level of motivation and satisfaction among employees. ON the other hand, manager takes an
initiative to empower personnel by soliciting their views, values and principles as well as
develops strategies, policies and methods in order to reduce inherent risk and generate success
within prescribed time frame in a productive way.
Different leadership style
The different types of leadership style re described below:
Autocratic: It is strong one dimensional leadership style in which owner or superior
contains all authority and power like to develop planes, decision making process and they do not
interfere their subordinate, However, Wa-Pila leader can acquire such kind of style during fast
changes in order to attain high level of productivity (Nixon, Harrington and Parker, 2012).
Democratic: It is the opposite form of autocratic leadership style in which they involves
their personnel in business activities as well as decision making process which strengthen their
relationship and enrich company's proficiency ratio. IN regard of Wa-Pila, they can provide
equal opportunity to personnel so that they can feel positive perception towards an achievement
of firm long term goal.
However, as per the evaluation of above mentioned leadership style it has been analysed
that democratic style is most suitable and appropriate as well as enable them to maintain all task
or responsibilities in a very impressive or productive manner as well as they cab bring best
working culture in order to enrich their overall performance.
Management and leadership style
These two terms are very familiar within an organisation as they put their contribution
towards an accomplishment of business goals or vision within prescribed time limit in an
innovative or creative style. However, the leadership and management process of a company

involves developing an objective for firm, aligning manpower with that vision through
communication (Riccucci, 2014). Along with this, they takes an initiative in motivating people to
action through empowerment as well as by fulfilment of basic need. However, Wa-Pila acquires
Maslow hierarchy need theory whose main aim to satisfy employee by the fulfilment of their
demand or requirement in order to attain high profitability and productivity ratio. This theory is
introduced by Abraham Maslow in the year of 1943 with an objective of fulfilment of
requirements. According to this theory, he believes that if lower level of needs have not been
met, then person will try to satisfy those demands before trying to satisfy higher level of needs.
This theory is visualised using Maslow Pyramid diagram in which lower foundation level needs
to be satisfied before a they move to next higher level of demand. The explanation of Maslow
need theory which is applied by Wa-Pila business into their function are as follows:
Physiological needs: It is regarded as the initial or basic element of human being which
include food, clothing, shelter, water etc. However, Wa-Pila manager should provide fair reward
to their employees so that they can meet out their requirements in an better way and fell high
level of motivation (Chen, Zhu and Zhou, 2015). Due to this, they provide full contribution
towards an attainment of objective in an innovative and productive manner within prescribed
time period. Moreover, an organisation render impressive or fair input to employees i.e. salaries
and bonuses which generate positive perception among manpower and it add value to Wa-Pila
brand image.
Safety need: It states an individual needs to feel safe from physical or economic harm.
Howver, Wa-Pila leadership ensure the correct tools for the job which is available in company as
well as create an environment where individuals are comfortable challenging request that are
dangerous. Some of the example are personal scrutiny, financial security, good health, protection
from accidents, job safety, harm and adverse affects and many more. Hence, Wa-Pila
management are equally account for providing better working condition, secure compensation,
job security which bring increased level of motivation and it reflect the Wa-Pila by improving
their overall performance in an impressive or productive manner.
Social need: Under this, it consist desire to give and receive affection to be a part of
every business operation and function. However, Wa-Pila leadership schedule weekly project
team building as well as inspire the team together to celebrate their project milestone. Some of
the example are friendship, family, belongings, intimacy etc. which help each individual to come

out their depression and provide their full contribution for an accomplishment of organisational
goal or objective. In regard of Wa-Pila's leader they make sure that their employees are taking
initiative to get to know each other, encouraging supportive or cooperative teamwork, being an
accessible or kind supervisor in order to promote good work life balance within business
premises.
Esteem need: In this, it encompasses recognising an achievement of an individual from
company in order to enhance motivation level which directly reflect in obtaining profit
maximisation in a better way. Therefore, Wa-Pila manager recognise team members for excellent
contribution for assigned project or task and also ensure each team member understands how
important and valuable assets for company productivity (E. Hoch, 2014). Some of the example
are self respect, confidence, trust, etc. Thus, firm management provide impressive tangible and
non tangible reward in order to improve overall performance of company as well as to gain
competitive advantage in an appropriate way.
Self actualisation need:It is concern with desire of an individual towards self fulfilment
and developing their full potential which impact over company's proficiency rate. Hence, Wa-
Pila manager takes into account that each team member professional goal during assigning tasks
as well as empower them so that they can develop and grow. After fulfilment of all above such
need arise within individual. In this need, they realise their self potential and utilise it in proper
manner for self satisfaction. By this, they Wa-Pila can enlarge its potentiality to enrich its
productivity and proficiency rate and also enable them to gain competitive advantage in an
innovative or creative style.
Leadership style
Wa-Pila uses strategic leadership style in which leader use the defined vision tom
motivate employees and departments, forecasting among them a sense of unity and direction in
order to implement change within an organisation. Moreover, it enable them to streamline
processes, boost strategic productivity, promote innovation and cultivate an environment that
encourages employees to be productive, independent and to push forward their own vies for
accomplishing the long term goal within prescribed time limit.

TASK 2
Key Internal and External technological factors that influence management styles
In an organisation, there are various types of factors which directly impact over firm
decision making capability as well as on firm proficiency ratio. Some of the internal and external
style which impact Wa-Pila management style and its structure are explained below:
Internal Factors
Employee participation: It is one of the best approach which makes company to become
more bright and successful in the near future.However, providing the facility of sharing
feedbacks and reviews are essential aspects of making useful changes that benefit all
participants. Hence, some of the benefit which Wa-Pila acquire with this procedure that building
community, less stress, greater productivity and higher product quality. Moreover, this approach
enable manager to invite their manpower to take participate in business decision making process
and also in resolving conflict procedure which develops high level of motivation and
encouragement among personnel and they put their best effort for an accomplishment of
organisational goal in an effective manner (Testa and Sipe, 2012). However, this respective
service industry implies Maslow Hierarchy model which helps them to analyse the need or wants
of customers as well as employees in order to bring them high level of satisfaction and
motivation. With the application of this theory, Wa-Pila manpower feel very valued for they give
their best participation for an achievement of long term goals and at the same time it reflect them
in enhancing their market share.
Internal Relationship: This factor is considered as one of the most crucial part within
service industry as it mainly focus over providing best service to customer for acquiring
increased level of satisfaction them that add value to company in an impressive manner.
However, this element impact Wa -Pila management style and inspire them to examine
employees capability or needs and based on that manager makes a corrective course of action
that helps them to build a healthy relationship as well as improve the overall performance of an
organisation in an innovative and creative manner.
External Factors
Stakeholders and Customer: Under this, they are regarded as key diving factors which
invest their share on business operation and function and provide their best effort for an
acquirement of profit maximisation. AS the market trends changes, stakeholders and customers

need or demand varies which impact directly over Wa-Pila business decision making process.
Therefore, manager or leader must be very keen to understand or evaluate the requirements of
stakeholders, so that firm can easily fulfil the name and also cope up all emerging challenges
which arises within business environment of company. Moreover, they can bring positive
relationship between superior and subordinate that lead them to attain high proficiency and
productivity.
Managing diversity culture: In context to Wa -Pila, they have diverse culture of
manpower who are different from each other in terms of language, thoughts, beliefs, views and
many more which influence company's management style in an effective manner. Therefore,
WA-Pila leader should be able to mange or handle its diverse culture of workforce with an aim
to generate positive working environment within business premises. Along with this, it influence
them to determine manpower potentiality and enable them to provide proper training and
development program in order to enrich firm profit margin.
Characteristics of effective manager in the contemporary hospitality industry in the face of
increased technology
Characteristics of Manager
Some of the characteristics which Wa-Pila manager requires to survive within digitalised
world are explained below:
Managing manpower: Under this, manager should be able to transparent to its customer,
guest, clients so that there will be less chance of arising confusion an ambiguity within business
operation and function. However, for acquiring sustainable growth among technological world
manger should be updated with all innovation so that they can improve their performance and
can add value to its brand image in an marketplace (Van Wart, 2014).
Dedication:It is one of the crucial role which a manager of service industry can possess
for an enlargement of market share in a productive way as they must render all kinds of services
in a best quality according to customer requirements and demands. Due to this activity, they can
easily develop high level of satisfaction among customer and it enrich Wa -Pila profitability
ratio.
Leadership and Teamwork: As per the current scenario of world, servuice sector is one of
the fastest growing industry among marketplace. Thus, in regard of Wa-Pila, its manager should
imply all innovative or novel ideas into business function order to provide best quality of service

to guests that brings them in increased level of profit margin and productivity in an impressive
way.
Customer need and review of multi generational leaders and their characteristics
According to the present scenario of hospitality industry, customer satisfaction and their
involvement plays a vital role as it lead them to obtain maximisation of profit in an effective and
efficient manner. However, Wa-Pila managment should be very sensitive and attentive to
understand guests requirements and demands, so that they can render them high and best quality
of service and also can cope with all challenges or threat in order to gain competitive advantage
in a better manner. IN addition, WA-Pila is such an organisation where various leaders employs
who are different backgrounds, languages, skill, knowledge for accomplishing organisation al
pre determined goal. Each and every leader of multigenberational who has their own way of
carrying out the task and also contain unique perception regarding customer satisfaction which
impact over their decision making capability. However, there are various characteristics of
leadership which is explained below:
Effective communication skill:It is most crucial ability of leader which leads them to
accomplish their pre determined goal in a productive manner. However, Wa-Pila should be
unbiased in nature while conveying information or policies to its manpower in order to reduce
confusion among them and create a better working culture (Zehir, Ertosun, Zehir and Müceldilli,
2012).
Creativity and innovation: For acquiring sustainable proficiency, Wa-Pila leader must be
flexible to adapt latest technologies into their business function which lead them to gain
competitive advantage as well as enrich their survival capability within competitive marketplace.
Critical view on specific changes in management style
However, there are several factors around organisation environment which directly
impact over their management style as well as on decision making potentiality. Hence, Wa-Pila
manager should take an initiative to examine current and emerging trends of marketplace and
based on that introduce efficacious service in order to bring high level of satisfaction among
customer. Along with this, they should be flexible enough to embrace innovative technology
which lead them to attain high profitability and productivity ratio.

TASK 3
Characteristics and skills of effective managers in different roles
The manager in services industry plays number of roles in order manage overall
operational tasks and activities in correct way for completing desired targets properly. In context
of services industry, the managers have several roles to be fulfilled for which they required to
gain specific skills which are given below.
Roles of manager
Staffing – The managers are required to analyse vacant positions in an organisation to
hire appropriate candidate having desired work experience and abilities. In context of Wa-Pila,
manager should have skills to select best individuals from number of people. They must develop
capabilities to recruit, interview, select and hire well experience and knowledgeable candidates.
Planning – This can be described as to establish an effective plan of action in order to
conduct various operational activities and procedures. It required decision making skills,
interpersonal skills and strategic thinking ability in Wa-Pila for planning regular operations in
more effective as well as efficient manner.
Managing work load – The management of work load is key role of manager by
allocating desired tasks to employees as per their field of expertise. It will provide support to
gain maximum outputs and reduce chance of occurring frustration among staff members.
However, it requires, problem solving skills, effective communication and use of appropriate
management & leadership styles in different situations to manage work load in Wa-Pila.
Hard and Soft skill of management and leadership
These two skills are considered as integral element within an organisation as it help
leader to maintain a better relationship with employees which benefit them in developing a
impressive or productive working atmosphere that add value to firm's brand image. Therefore,
both are equally crucial which help manger to work under pressure and business complex
situation without harming employees morale or values that generate positive attitude among
them. However, hard skill are teachable which can be tangible and measured with tests, exams,
and interviews as it is acquired from academic education, certification course, diploma etc.
which define their roles within organisation. On the other hand, soft skill are psychological and
emotional competences enabling a person to deal effectively with challenges in personal or