Leadership and Management in Service Industry: Travelodge Report

This report provides a comprehensive analysis of leadership and management within the service industry, using Travelodge as a specific case study. It begins by exploring classical management theories such as scientific management, bureaucratic management, and administrative theory, illustrating their practical application in a service context. The report then delves into the roles of leaders and various leadership styles, including democratic, autocratic, strategic, and laissez-faire approaches, assessing their effectiveness in the service sector. A detailed review of Travelodge's management and leadership styles is presented, including an examination of internal factors such as corporate social responsibility, organizational structures, ethics, and culture, alongside external influences like political, economic, socio-cultural, and technological factors. The report also discusses the pros and cons of the leadership style adopted by Travelodge. Finally, it addresses the future of management and leadership skills required by the service sector, offering insights into how these skills can be developed and comparing and contrasting different service organizations to highlight key differences and best practices.

LEADERSHIP AND
MANAGEMENT
IN SERVICE INDUSTRY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
Assess different classical management theories and apply these in a service industry context
................................................................................................................................................1
Explain the role of the leader and different leadership styles in a service sector industry
context....................................................................................................................................3
Review the management and leadership styles in a specific service sector organisation......4
Internal and external factors that influence management styles and structures in Travelodge4
Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples.............................................................................................6
Discuss future management and leadership skills required by the service sector and how these
can be achieved.......................................................................................................................7
Compare and contrast different service organizations-........................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership can be defining as the capability of an individual or group of individual that can
motivate or encourage people to do certain things or tasks. It is the capacity of company’s
management to set and achieve define goals. Management is a set of rules and principles that
includes functions like planning, organizing, controlling and monitoring the employees of
organization. Present study will lay emphasis on Travelodge. It is a private organization which
has been headquartered in United Kingdom. It is the second largest in the UK budget hotel
sector. Report highlights different classical management theory and apply it in service industry.
It will also describe role of leader and different leadership style in Travelodge. Study will also
review the leadership and management style in Travelodge. Report will discuss the internal and
external factors that influence management styles. Furthermore,it will describe future
management and leadership skills required by the service sector.
TASK
Assess different classical management theories and apply these in a service industry context
Classical management Theories
Classical Management Theories are introduced in the late 19th century. They are mainly
associated with to improve efficiency and productivity in business so it can go in a long run. This
is still in used by many small business owners and the business having the repetitive task
(Nayani and et.al., 2018).
Scientific Management theory
It is a theory of management that analyses and synthesizes workflows. Its main objective is
improving economic efficiency, especially labour productivity. It was one of the earliest attempts
to apply science to the engineering of processes and to management. (Bolden, 2016).
Maslow's hierarchy of needs motivated the employees from money
This is universal theory as money always motivates to work more in efficient way and the
employees feel motivated as they rewarded for their hard work. In Maslow, physiological needs
are first taken care of where employees satisfy their basic needs that is food, clothing, shelter.
Also, safety is provided to make them productive and enthusiasm towards their work, they will
be more focused towards their work as they always know if they work more productive they will
go to get the incentives for their work (Oshagbemi,2017). Travelodge gives the incentives and
reward the employees for their outstanding performance and keep them motivate to complete
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their task ,it will help the company to earn more profit and generate more revenue. If they book
more holidays it will make company more strong and more profitable, so giving the reward in
monetary terms make the people more attending towards their work.
Travelodge comes with the motive to have the organisation digitalise and can improve
the quality of services they offer. It enables the employees and customer to have more easy an
accurate mode of working. Through the digitalisation it enables greater collaboration to
worldwide (Pardey, 2016).
This is the Autocratic approach to make the decision by a single leader. This approach
says that all the decisions is being taken by a single leader that is top level and then they direct
the employees through the hierarchy. Travelodge used this autocratic leadership approach when
it was incorporated when the decisions need to be made more quickly by a leader and now it
won’t be possible that it would take suggestions from each and every employee, so the top level
management have this authority to take all decisions in favour of company (Renz, 2016).
Bureaucratic Management theory
It structures an organisation in a hierarchy and the member of these organisation is
governed with clearly define rational legal decision making rules. It is an arrangement of set
rules which everyone has to follow given by the concern authority. Privatisation of authority
engender the Digital techniques. Digital Governance has acquired remarkable legitimacy. With
this management theory Travelodge will ensure the effectiveness and economies of scale
(Nayani and et.al., 2018)
Administrative Theory
It also comes under the classical management theory and it organise the things in a
systematic manner. It basically decides the planning, organising, commanding, controlling are
the main functions of administrative theory as well it decides the hierarchy structure of the
organisation. It also does the division of labour basically means to divide the employees
according to their skills and abilities they possess, so it will become easy to complete the task,
responsibility of employees and expectations are well defined. This is the best way to make the
work of employees easy and they can be more focus towards their expertise area. As in digital
technology everything is being segmented and divided so the ambiguity and confusion can be
minimised. Travelodge can make use of this theory in order to grow (Oshagbemi, 2017).
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Explain the role of the leader and different leadership styles in a service sector industry context
Role of Leaders
Role of leaders in any industry is very important as they are the pillars of the
organisation. Now a days people were using digital technology to achieve the goals of business,
Digital technology is all about to find to creative ways with the technology and it is a strategic
approach. As the role of leaders become easy and more accurate by the introduction of
technology, it helps a lot in the hospitality industry by providing the service like communication,
reservation ,early bookings and guest service etc and helps them to eliminate customer queries.
By using digital technology in leadership helps in cyber security, deals with overseas clients and
make it more efficient and reliable (Nayani and et.al., 2018).
Different types of leadership styles
Democratic leadership
This type of leadership style is very effective as the term itself sound ,the decision is
being taken by every department, each member has the authority to contribute their opinion in
the projects. As it allows lower level of employees to speak about the decisions and resembles
how the decisions being taken in company (Bush, 2019).
Autocratic leadership
It is just opposite of democratic leadership,in this the sole leader has the authority to take
the decisions without taking any opinion to the any employees. Employees were not considered
before taking any decision they are just expected to work according the direction given to them.
In Travelodge this kind of leadership is feasible when it was just started or at the initial phase
when the company is growing. As now the company has grown it can not sustain in this type of
dominant environment where the employees can not use their intellectual(Gopee, 2017) .
Strategic Leadership
This kind of approach is effective as it intersects in between the main operations and
growth opportunities. This type of leadership supports strategic thinking and supports many type
of employees together. As this style is desirable in the companies like Travelodge where
strategic thinking supports many people together and directs what is really good for the
company (Gopee, 2017).
Laissez -faire Leadership
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It is a hands on approach or say hands off approach where the employees can choose the
work which fits to them,in digital technology it will be helpful in the creative job and the
employees must be experienced and having expertise in the prospective field at the same the
leaders monitors the performance and communicate them. Travelodge is using it in by deploying
the employees in their respective field (Pardey, 2016).
Review the management and leadership styles in a specific service sector organisation
Pros and Cons of Leadership Style adopts by Travelodge
The approach of authoritarian is sometimes become the dictatorial and dominant as it
leads the team members, it enforces strict and rigid rules and procedures rather to encourage the
team. And its strength is it fits best in some stressful situation, in such situation a leader can able
to make decisions without taking the advice of other team members (Renz, 2016).
Democratic leader approach involves their team members in the decision making, it
prospers the participation of employees and provide the team spirit to empower the team. But
sometimes in digital technology this will not work and the democratic leader will feel insecure
and unable to take the final decision as without consulting to the team members. It accomplished
the goal very slowly (Oshagbemi, 2017).
In the free reign leadership approach leaders very rare gives the direction to his team
members. It is an effective type of approach where team will be very productive. At the same
time in digital marketing the control in the group is very less sometimes it results in negative
and the lack of direction leads to demotivation in team members as it was not supported by any
leader (Nayani and et.al., 2018).
Internal and external factors that influence management styles and structures in Travelodge
Internal factors that influence management style and structures of Travelodge
11 CSR (Corporate social responsibility)
Travelodge is engaging in various programmes of charity like, fundraising for cancer research,
Macmillan cancer support and British heart foundation. Also, the company is first hotel brand
who joins Pennies (electronic donation box). This shows that the company is contributing
towards CSR. The hotel is building a good image in mind of their customers and to society
(Nayani and et.al., 2018).11 Organisational structures
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The task allocation, supervision and coordination are in order to achieve organisational goal of
Travelodge. Travelodge is innovative, efficient and flexible in order to attain competitive
advantage from rivalries. They also treat their customers in good and caring manner and value
their orders. This helps Travelodge in building success in industry of service (Pardey, 2016).11 Organisational ethics
The hotel Travelodge conducts various ethical activities like, charity, safeguard environment,
pollution free environmental activities, privacy and security for personal details of customers.
This helps Travelodge in growing and attaining success because the ethics they follow is for the
welfare company as well as customers. Their staff members are efficient in working and satisfies
the customers arrive at hotel (Renz, 2016).11 Culture
The culture of Travelodge includes values, beliefs, vision and habits which will be attach to
action of the Travelodge hotel. Culture of organisation helps in shaping their success as the
companies need to perform organisational culture as an important factor (Nayani and et.al.,
2018).
External factors that influence management style and structures of Travelodge
Political factors
 Travelodge offer good working conditions to their employees which implies lower labour
turnover and lowers total cost of the hotel.
 Travelodge contributing to UK economy by providing jobs to natives by this they gain
political support.
 The hotel also promotes travel and tourism sector through their services which directly
impact on GDP of UK (Oshagbemi, 2017).
Economical factors
 In 2018, the revenue growth of Travelodge were increased because of good sale of food
and beverages in the hotel.
 As the customers purchasing power has been declined in recent years, Travelodge grews
by 5% because this is a budget hotel and Therefore, Travelodge is preferable by
customers (Pardey, 2016).
Socio cultural factors
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 Travelodge is successfully accomplishing their responsibility towards society like charity
to weaker section, donation for heart foundation of British, fundraising for Macmillan
cancer support. These social responsibilities build their image in mind of customers and
society.
 The UK population consists majority of ageing population, thus the demand of customers
are more concerned regarding personal services and healthy diet. Travelodge is offering
these services (Oshagbemi, 2017)..
Technological factors
 Booking online rooms through official website of Travelodge provides convenience to
customers and also services and tastes of customers are properly management by hotel.
 Technological changes increases operational cost of the firma and enhances crime as
well. In such condition sometimes travellers don’t use mobile applications with the fear
of fraud.
Legal factors
 Company is following employment law and hence, providing regular wages to their staff.
Their job is based on shift timing which is helpful for employees in managing their work
and personal life.
 Health and safety law is also followed by the Travelodge, which includes proper safety of
employees in their premises and allotting sick leave to them whenever needed (Nayani
and et.al., 2018).
Environmental factors
 Travelodge is adopting green programme. It includes using green technologies by the
hotel like, using energy efficient light bulbs, Aerated showers tap and heads, Drain pipes
for rain water, etc.
 Also, the hotel uses environmental thermostat control rooms which automatically
switched off their heating when room is unoccupied (Pardey, 2016).
Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples.
Hard and Soft Leadership skills in Travelodge
As in the Travelodge they look two set of skills mainly while taking the employees
interview that is Hard skill and Soft skill and the employees having both the skill become
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successful to be the part of organisation,now the digital techniques helps a lot to find good
employees from the job portals who possess both the skills (Herman, 2016).
Hard skills are the activities related to the technical knowledge and need specialised training
such as typing, development of software, web designing etc. A good leader always possess the
strong Hard skills and having good proficiency level, If a leader is having good control over
computer programming language and knows the digital techniques in well mannered will helps
organisation to work smooth in this digital world. Travelodge is completely supporting the
digital culture as it makes the industry more strong (Oshagbemi, 2017)...Hard kills are teachable
skills that can be taught by others. People can learn operating latest software that may help them
ingrowing well in their future.
Soft skills are related to the personal nature of the employees like team work communication
skills, leadership skills, communication skills. Soft skills are subjective skills which should be
possess in every individual like communication skills, leadership quality, quality to motivate the
employees., having the patience. This were the implied skills which is being needed in the world
of digital technique so that one connect the organisation Globally. As Travelodge is the company
related to the hospitality industry and this skills were most essential in this sector before going to
digital techniques (Herman, 2016)..
Strengths and weakness of Hard and Soft skills
Hard skills are the technical skills related to technology while the soft skills are interpersonal
skills includes team work ,interpersonal skills etc. hard skills are not essential to each and every
employee of the company while soft skills are the most important for each and every employee
of the company (Oshagbemi, 2017).
Now the days hard skills were become the lifeline of this line of businesses ,as Travelodge is
connecting to the whole world just because of the digital technology make the business renown
globally.
Discuss future management and leadership skills required by the service sector and how these
can be achieved.
Future Leadership skills required in the light of emerging influence of digital technology
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In this era the future leadership skills required by the Travelodge is to make the software
which can solve the complex problem related to the customer query, having the creative
mind,service orientation and give more and more training to the employees for educating them
regarding the rules and policies of this sector.
Future management skills achieved by the Travelodge
Integration of Mobile
Digital transformation is one of the most introvert transformation for the public who likes
to travel and can do the check-in, check outs, ordering the service, unlocking the room from their
phone. In short Travelodge can give the entire trip from bookings to go home back can be
booked digitalised. It will become the boon for the company (Renz, 2016).
High Level of Customer service
Travelodge needs to work on a customer facing environment, as this industry requires
that their needs were always meet through the digital techniques like phone,booking sites etc
without talking to a single person (Pardey, 2016).
Virtual Reality
Travelodge needs to make their guest to see a look without leaving their room,this makes
their trip remembering and chance to experience at least a piece in their travel experience
(Nayani and et.al., 2018).
AI and Chatbots
At the time of rush when all the binders on the desk are busy and cannot brief about the
property ,that time guest can access the information from their phones. They also have the option
of voice activated chat bots ,they can set the alarms and do various activity without doing any
conversation to a single person (Oshagbemi, 2017).
Leadership skills for travelodgue
The supreme quality for leader is unquestionably integrity ,“ The company must have skill of
integrity it could be defined as being true on your words and actions and demonstrating the kind
of work and behaviour it wants in its employee. It takes lot of effort and practice. Leadership
skill is important in guiding and development and success of the company. A leader of the
company must thinks long term and strategy. Focuses on new products and breakthrough
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processes and built success through employees. Leaders have the skills man picking up from the
garbage around (Pardey, 2016).
Points for Successfully Leading a team ;-
The power of purpose - the team purpose statement is important because it helps the company
to understand its employees and their how there work ethics are taking the company on path
of success (Oshagbemi, 2017)..
Forming- forms team purpose and provides clear direction to the team for any task which has to
be beginning of working to establish trust and display integrity.
Storming - storming means encouraging positive behaviours and addressing challenges to the
respective team. And also make corrective changes as needed.
Norming – it is a important factor to lead a team which is to encourage team members to give
and take guidance and advices to the respective team mates (Renz, 2016).
Performing- performing is meant for individuality which focus on individual team member
development and think about the future.
Adjourning- assist team members in transitioning to new positions or new roles and also
celebrate team and individual achievements.
Delegating - in teams of leadership skill delegation is one of the most important factor as it is
providing of necessary authority , resources and to support staff.
There were some key points that a company must follow for smooth running of a company.
Management skills for travelodgue -
Management is key to successful operation functions and explicit process (Oshagbemi,
2017). Management is the application of planning , implementation and control concepts for the
activities of production marketing and finance. The functions of management could be defined as11 Planning - it is a basic management function for the goals set my the company and
planning includes data collection and problem solving methods which are important for a
company to run smoothly.11 Organizing – It is used for the structure of business framework and de finning of duties
and responsibilities. Every company or organization should have their own business
structure so that it is easy to understand for the employee (Nayani and et.al., 2018).
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11 Project management – it involves human resources in the place to perform all the task
related to project and the employee. It includes the management of documents , hiring ,
training , evaluating , also known as human resource management. The work of the PMT
is to conduct interviews and find right person for the job at fair Ctc..11 Directing – this involves coordinating , leading and motivating all the members of the
company or organization. Coordinating and organizing the staff functions.11 Communication skills – communication skills are important in every organization as it
is an key role for effective work. Body language , facial expression and tone of voice all
combine with the words to convey a message (Nayani, 2018).
Compare and contrast different service organizations-
Practices TUI Travelodge
Management Practices:
1. Planning and Budgeting
To ensure inclusive and
equitable quality education and
promote lifelong learning for
all.
Landfills and recycling of
materials which can re-used.
They help their customers in
raising funds and improve their
Corporate Social
Responsibility.
To ensure access to affordable,
reliable and sustainable and
modern energy for all
(Oshagbemi, 2017).
Travelodge aims to become the
best hotel based on its values.
They seek offer unbeatable
value in leisure and business
travel.
2. Organizing and staffing They are offering 10,000
career through their TUI care
foundation and academies in
different parts of the world like
Vietnam, Greece etc.
They are offering varieties of
roles related front-line guest
serving positions, construction
and maintenance teams and a
range of position in support
centre.
3. Controlling and problem
solving
They are solving the biggest
problem of global warming i.e.
Reconomy help the major
problem of Travelodge i.e.
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Carbon dioxide. They are
aiming to reduce the emissions
created by aviation, cruise and
ground operations by 10%,
10% and 20 % respectively.
waste management by finding
ways to re-use the materials
and also raising fund to
support life-saving heart health
and also helping to reduce
landfill (Nayani and et.al.,
2018).
Leadership practices:
1. Setting a direction
Their vision, values and
customer proposition form the
basis of their actions and
attitudes. Everyone at TUI is
working to do something
remarkable, to make customer
discover their smile. Their
values are trusted, unique and
inspiring and their vision is to
think travel with maintaining
sustainable environment
(Pardey, 2016).
Their vision is to become
world's best hotel in the world
with modern bedrooms,
comfortable bedsand following
greater values towards their
customer (Oshagbemi, 2017).
Their main focus is now in
growth by opening hotels add
15 more hotels in the UK and
providing 400 new jobs in a
year. Their vision is to put
their money for the customer
experience.
2. Aligning people People have been aware of the
connection between healthy
body and healthy mind. They
took responsibilities about
relationship between good
health and conditions in the
workspace. Therefore, the
social and mental well-being
of their employees are much as
important as their physical
There are more than 11,000
Travelodge colleagues who
look after their customer and
work together each day. They
provide ideal jobs for the
people who are looking for
best careers in the hospitality
including working parents,
students and people who are
looking second career later in
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well-being (Oshagbemi,
2017).
life.
3. Motivating people TUI's work environment
makes their employees
energetic as they are working
towards making the world
greener and sustainable. They
fulfil the needs of their
employees by giving the good
salaries which helps the
employee to remain productive
and motivated. The co-
ordination between
management and employees
have strong networks of
informal relationship (Renz
2016).
A loyal hotel staff requires
motivation, dedication and
devotion of the hotel
management. Travelodge
provides growth curve in the
organization by setting growth
targets and incentives which
keeps the employees motivated
to achieve their goals
(Oshagbemi, 2017). They give
better hospitality to their
employees to gain their loyalty
and they feel satisfied with
their growth, success and
fulfilment in their jobs.
CONCLUSION
From the above study it has been summarised that organization has made use of various
leadership styles that has assisted them in retaining the employees. It has also helped them in
motivating the workers which has made their work more better. There has been various types of
leadership skills like communication, decision making that has been required by the company in
future. Motivation plays significant role in organisation, managers always try to encourage its
workers so that they feel happy and retain in the firm for longer duration. Companies have to
provide additional incentives, bonuses to workers so that they like to work in organisation.
Team bonding aids in completing the task on time and minimising chances of errors as well.
Manager must have good communication and directing skills so that individual can lead team
members well and can make them positive towards the brand.
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Classical management theory. 2013. [ONLINE] Available through:
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