Leadership and Management in the Service Sector: Savoy Hotel Report

This report provides a comprehensive analysis of leadership and management practices within the service sector, using the Savoy Hotel as a case study. It begins with an introduction to leadership and management, highlighting its importance for organizational success. The report then delves into classical management theories, assessing their application within the hotel. Different leadership styles are examined, with a focus on how they influence the service sector. The role of leaders, including their responsibilities as facilitators, strategists, and decision-makers, is also explored. The report further analyzes the influence of both internal and external factors, such as business demands, financial management, digital disruption, and stakeholder globalization, on management styles. It assesses current and future management skills, comparing and contrasting different service industry organizations. Finally, the report examines how change management impacts leadership and management, culminating in a conclusion that summarizes the key findings.

LEADERSHIP AND
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................4
Task 1...............................................................................................................................................4
P1 Assess different classical management theory and its application in service industry ..........4
P2 Explain the role of leader and different leadership styles in service sector industry.............5
P3 The management and leadership styles in specific service sector .........................................6
M1 Analyse management and leadership styles in specific service sector..................................8
Task 2...............................................................................................................................................8
P4 The internal and external factors that influence management styles and structure ...............8
M2 Analyse the internal and external factors that influences management styles......................9
Task 3...............................................................................................................................................9
P5 Current management and leadership hard and soft skills.......................................................9
P6 Future management and leadership skills.............................................................................11
M3 Evaluation of current and future management skills ..........................................................11
Task 4.............................................................................................................................................11
P7Compare and contrast different service industry organization..............................................11
M4 Analyse how change management affects management and leadership ............................13
CONCLUSION..............................................................................................................................13
REFERENCE ................................................................................................................................14

INTRODUCTION
Leadership and management is the important task for organization as it helps to operate
the all activities and functions accurately that increases organizational productivity and
profitability. Leadership is the continuous process of identifying needs and wants of employees
who are working at workplace and managing the all activities which can help to develop the
organizational performance (Kim and et.al., 2020). The report is all about leadership and
management that states how leaders and managers are running the business in changing
environment and how the things are going on to attain the higher performance. The report is
based on Savoy Hotel that is large size hospitality sectors, managing all function by selecting a
best leader who motivates the employees and increase the number of customers. The reports
covers classical management theory, factors that influences different leadership style, assessment
of current and future leadership skills and management in service.
Task 1
P1 Assess different classical management theory and its application in service industry
Classical management theory – This is leadership management theory which is based
on beliefs, task and values which can help to operate the business and increase the organizational
performance. According to this, employees have only physical and economic needs that provides
the job satisfaction. In relation to Savoy Hotel, leaders and management are following classical
management theory that can help to fill the employees needs and boost their morale to work
effectively (Hassi, 2019).
Talent management theory – This can be explained as naturally encompasses theory,
that primary purpose is to create the motivated force who stay within organization and manage
the all activities. By using this theory, management and leaders of Savoy hotel are recruiting and
retaining the talented people which helps to increase the organizational performance. This theory
can help to improve the business performance and productivity as employees are performing
their task effectively. This theory involves following steps:
Attraction: This means to attracts the number of people by providing various
information and messages. Such as management of Savoy Hotel is analysing the all information
as what their customers wants and how they can be satisfied the people.

Identification: This step is uses to identify how to get ready the employees so they can
accept the challenges. New products and services are launched by Savoy Hotel that can help to
operate the all activities effectively (Nazarian, Atkinson, Foroudi and Dennis, 2019).
Development: This stage is uses to providing training and development to people which
can help to increase organizational capabilities. In relation to Savoy Hotel, leaders are providing
training to employees which can help to manage the all functions and activities.
Retention: For organization it is important to retain the employees by satisfying them
and make them happy. The employees who are working in Savoy Hotel, works for long period as
their all wants are completed which can help to increase organizational performance.
P2 Explain the role of leader and different leadership styles in service sector industry
Organization culture – This can be explained as sharing of ideas, values and norms that
are important for organization as it bring the organisational productivity and profitability. For all
companies it is needed to have good culture and values as helps to solve the problems and
increase performance. To know about culture Handy culture theory is uses by companies that
involves role, task, person and power culture which are adopted according to task and situation
as it increases business productivity. Role culture is adopted by Savoy Hotel wherein, leaders are
responsible to analysis the needs and wants of their customers and allocate the role which can
help to develop the organizational productivity and performance.
Leadership style – This can be explained as leader's method which provides directions,
guidance and implementation of plans which can help to develop the organizational performance
by managing all activities. Different types of leadership styles are as explained;
Autocratic style: This can be explained as command and control approach, a typical type
of leadership that uses mainly in small size organization. Herein, decision power is having in the
hand of one person who states that how activities are going on and how to control all functions.
This can be adopt by Savoy Hotel, as autocratic leaders have power to make decision but is its
not effective because employees are not able to work in such situation (Vandavasi and et.al.,
2020).
Democratic leadership style : This is effective leadership style that is following by most
of the organization for the purpose of increasing organizational performance and productivity. In
this, members of group take part in decision making process and concern with all that make feel
them good and valuable. In relation to Savoy Hotel, leaders and employees are encouraged by

sharing the ideas and opinions which can help to increase the organizational sales and
productivity effectively.
Directive leadership style – This is another leadership style which motivates the
employees that to work progressively by managing all functions and activities effectively. In
relation to Savoy Hotel, management and leaders can follow this style where employees are
proper direction from their leaders that states how to manage and develop the organizational
performance (Narayanan and Rajaratnam, 2019).
From the above, Democratic leadership is followed by management of Savoy Hotel
where roles and responsibilities are allocated between employees which can help to develop the
organizational productivity by managing all activities.
Role of leader
Facilitator: This is important role which performs by leader of Savoy Hotel, as it make
the things easier for others by managing all functions and developing the performance.
Strategist: This role is played by leaders of Savoy Hotel as leaders formulate the
effective planning by understanding organizational goals and task which can help to develop the
organizational performance.
Decision maker: This is another role which performs by management and leaders of
Savoy Hotel as identify all vacancy and make the effective business decision by accepting
changes as well as challenge that increases the business performance.
P3 The management and leadership styles in specific service sector
In business environment, it is important to analysis the functions and activities that can
help to bring the new changes and manage the all activities. If organization has adopted effective
leadership style then it will be opportunity to develop the organizational performance and
productivity effectively. Different types of management and leadership styles are uses in Savoy
Hotel that is a service sector that are as explained:
Administrative management theory: This can be explained as leadership and
management theory that increases employee motivation and empowerment that increases
organizational productivity. The role in this practice of innovation leadership is innovation and
change acceptance which can help to develop the performance. In relation to Savoy Hotel,
management and leaders are focusing on administrative leadership theory that can help to

manage and organization all functions that starts from front office to see off the customers that
increases satisfaction level and number of customers (Jia and et.al., 2018).
Scientific management theory – This is another leadership and management theory that
uses by leaders to analyses work flows to improve economic efficiency, and workforce
productivity. This is important for organization to understand the task and goal of organization
then allocate work between workforce which can help to develop the organizational
performance.
Comparison between leader and managers
Basis Leaders Managers
Meaning This means a person who
identify the problems of
employees as they are working
at workplace and provide the
proper guidance (Sheehan,
Grant and Garavan, 2018).
This means a person who identify
goals and formulate planning,
organising, directing and controlling
the business functions so that goals
can be achieved.
Characteristics The leaders of Savoy Hotel is
having different characteristics
such as acceptor, problem
solving, communicator and
coordinator which increases
performance.
The management of chosen hotel is
having risk taking, resilience, good
communicator and goal setting
characteristics which helps to
increase the organizational
productivity and brand image.
Roles and
responsibilities
The leaders of chosen hotel are
playing role of inspirer,
motivator, task finisher, coach,
trainer and path shower which
motivates the employees to
operate their all functions and
activities effectively in
changing environment and
attain the performance.
The management of Savoy is having
major responsibility as they decide
the goals and share with employees
as well as leaders so that each task
can be complete on time and manage
the all activities. This can help to
increase the brand image and
productivity.

M1 Analyse management and leadership styles in specific service sector
For any organization leadership and management is important aspects as it influences the
number of customers and employees by managing all functions and activities. In relation to
Savoy Hotel, leaders and management are following different management theory that can help
to operate the all functions by using their skills and abilities that can help to perform all roles and
responsibilities effectively.
Task 2
P4 The internal and external factors that influence management styles and structure
In business environment there are different internal and external factors that are related to
business activities which can help to increase the organizational performance and productivity. If
organization has adopted the good style and structure then it will be opportunity to develop their
organizational productivity and profitability. In relation to Savoy Hotel, number of factors are
involved in business environment and affected as:
Internal Factor
Complex business demands and alignment – This can be defined as important factor
which uses by company to increase the performance by filling the customers demand and need in
changing environment that develop the productivity. In relation to Savoy Hotel, Marketing
management is defining demand of customers and make efforts to fill demand and develop the
performance (Yin and et.al., 2019).
Complex financial and investment management – For running a business it is
important to know how much financial or budget is required for the purpose of operating a
business. In relation to Savoy Hotel, marketing manager is formulating the budget by deciding
the activities and allocate the funds which can help to increase sales and productivity.
Multicultural and international workforce – This is another factor which should be
focus by management as having multicultural and international workforce customers feels good.
Whenever, passengers comes to different country that have different culture, is filling the
demand and provide higher satisfaction that develop the organizational performance.
External factor
Digital and innovative disruption – This can be explained as new changes and digital
technology is important activity for business organization as it can help to manage the all

functions and activities effectively which develop the business productivity. In relation to Savoy
Hotel, management is using this factor appropriately who brings the new technology in their
services that can help to manage the performance.
Stakeholders and customer globalisation – This can be explained as important factor in
external environment as shareholders and globalisation is playing important role who share the
all information of Savoy Hotel with stakeholders and make the right business decisions (Salma
and Elnagar, 2018).
M2 Analyse the internal and external factors that influences management styles
From the above analysis it has been analysed that internal factors such as business
demand, financial investment management, and multicultural workforce is important factors that
affected the productivity of Savoy Hotel by introducing new changes and providing products as
per customer demand which helps to manage the all performance. More over, external factor
might be affect the productivity of selected hotel negatively due to changing demand and digital
interruption.
Task 3
P5 Current management and leadership hard and soft skills
Leadership and management skills are the important aspects for organization as it brings
the new ideas and innovation so that all activities and function should be complete on certain
time period and develop the higher performance. In relation to Savoy Hotel, leaders and
management is having numerous hard and soft skills that can help to manage the all functions
and task effectively. This brings the new talent and employees so that company can increase the
productivity and profitability in competitive environment.
Hard skills
Technical skills: This can be explained as specialised knowledge and expertise in
different fields such as IT, engineering and science that can help to manage the all functions and
activities effectively. In relation to Savoy Hotel, employees is having technical skills as they
brings the innovation in their delivery like robotics, digital booking and payment that increases
organizational productivity (Schoemaker, Heaton and Teece, 2018).

Analytical skills: This skills is related to gathering data, knowledge, analysing the
information which is related to business. This can help to manage the all functions and activities.
This can be use by management of Savoy Hotel by analysing all information regarding
customers taste, theme which they are demanding and others that can help to operate all
functions progressively.
Marketing skills: This can be explained as general knowledge of advertisement, sales,
and consumer search so that sales activities of organization can be increase and maintain the
higher profitability. The marketing team of Savoy Hotel is having good marketing skills which
can help to attracts the large number of customers and maintain the higher profitability in
changing environment.
Management skills: For any organization it is important to have proper arrangement and
management of employees by identifying vacancy and putting the employees at right place
which can help to increase business activities. The management of Savoy Hotel is required to
have such hard skills so they can manage employees and task which can help to develop the
business productivity and profitability in changing environment.
Soft skills
Team work: This means employees who are working at workplace should be work
together and leader should also provide proper guidance to employees so that they can develop
the organizational productivity and profitability. In relation to Savoy Hotel, leaders are able to
work in a team as they have skills which motivate the workforce to increase the organizational
activities effectively (Salma and Elnagar, 2018).
Problem solving: In business organization arises of problem is natural but it is most
important that such problems should be solve as it can increase the workings and productivity. In
relation to Savoy Hotel, management is having problem solving skills which can help to increase
the organizational productivity and brand image by providing effective guidance to employees.
Strategy and innovation – This is another skills which is required to have in people as it
supports to bring new and innovative that influences the number of customers and increase the
organizational performance (Yin and et.al., 2019). In relation to Savoy Hotel, management is
having strategic and innovative skills that can help to introduce new services and food items that
develop the organizational performance and profitability effectively.

P6 Future management and leadership skills
Leadership skills can be explained as important task where number of people are working
collectively as all are managing and handling by leaders. A person who have abilities,
capabilities and knowledge to understand the problem and provide the optimum solution by
following the effective leadership styles and skills that provides the good benefits and managing
the all task efficiently. In Savoy Hotel, marketing management and leaders are understand task
and using their skills which can help to develop the organizational productivity. Different types
of leadership approaches are using by chosen hotel that are as explained:
Situational – This can be defined as leadership approach which is important for
organization to use it properly and manage the all activities. This approach is mainly uses to deal
with situation which arises at workplace and provide the right suggestion. In relation to Savoy
Hotel, management are dealing with situation that might be arise while providing hotel services
to customers and provide the proper guidance to staff that can help to increase organizational
performance (Sheehan, Grant and Garavan, 2018).
Transformational – In any organization changes are important as it develop the new
skills and knowledge which can help to increase business performance in changing environment.
For instance, whenever Savoy Hotel is bringing any changes and new services then
transformational leadership is uses by management and employees which can help to increase
the business performance and brand image (Shilangu, 2019).
M3 Evaluation of current and future management skills
In relation to Savoy Hotel, leaders are playing important roles as they have analytical
skills, marketing skills, and Management skills which uses to analysis the all information and
influence the number of customers in changing environment. This also increases the business
productivity and profitability by solving problems.
Task 4
P7Compare and contrast different service industry organization
Change management is the important aspect of company which involves number of skills
and task that are related to business and improve the performance. The aim of Savoy Hotel is to
bring the change by analysing needs and environment that can help to manage the organizational

performance. By comparing with other hotel and organization Savoy Hotel is following the
changes that are as explained:
Lewin change model: This is change management model that is related to adopting the
changes in organization which can help to manage the workings and brings the improvements.
This involves following stages:
Unfreeze: The stage is related to people's mind set and mental capacity of people which
helps to analysis the needs and brings the changes in their performance which can help to
develop the organizational performance. In relation to Savoy Hotel, management identify the
issues and problems that can help to manage the all activities (Jia and et.al., 2018).
On the other side, Hilton Hotel is using this stage to increase the products range and
services so that customer feedback can be address properly.
Change: This stage is related to knowing existing activities and bringing the changes
which can help to maintain the higher performance. The management of Savoy Hotel is identify
the new changes such as digital entry and chat boats facility which can help to provide the right
information to customers and manage the business activities (Palalić and Bičo, 2019).
On the other side, Hilton Hotel is uses to bring changes that are not adopted by other
organization which also influences number of customers effectively.
Refreeze: This is ending stage in which changes are uses by Savoy Hotel by
implementing the changes and providing new services that can help to manage the customers and
attain the higher profitability.
On the other hand, this step is uses by Hilton Hotel to provide new services which
customers are expecting and developing the organizational performance in changing
environment that helps to develop business profitability (Schoemaker, Heaton and Teece, 2018).
Comparison between different service industry
Savoy Hotel Hilton Hotel
The organization is understanding the needs
and wants of their customers which can help to
provide the products and services accordingly
and develop the organizational performance.
This is largest brand in hospitality industry that
has tie up with many travel agency that can
help to operate the business
(Suriyankietkaew, 2019).
Transformational leadership approach is uses Situational leadership approach is uses by