Queensberry Hotel: Leadership and Change Management Analysis Report

This report delves into the critical aspects of management and leadership within the hospitality industry, using the Queensberry Hotel as a primary case study. It begins by outlining essential hard and soft skills for managers and leaders, emphasizing the importance of adaptability and communication in a competitive environment. The report then explores the specific needs for current and future management skills, including decision-making, team-building, and positivity skills. A key focus is on how leaders in service sectors, like Queensberry, respond to change management, highlighting the impact of leadership on the change process. Furthermore, the report provides a comparison between the Queensberry Hotel and the Francis Hotel, contrasting their change management systems and leadership styles. Finally, it examines the impacts of change management on leadership and management skills and styles at the Queensberry Hotel, concluding that effective leadership and strategic practices are crucial for achieving organizational goals in the service sector.

Table of Contents
Assignment 2...............................................................................................................................................2
Introduction.............................................................................................................................................2
Current management and leadership hard and soft skills in the service industry.....................................2
Needs of current and future management and leadership skills for the service industry..........................3
Leaders and managers of service sectors respond to the change management and leadership skills........4
Compare and contrast between change management systems and leadership of Queensberry to another
organization.............................................................................................................................................4
Impacts of change management on leadership and management skills and styles at Queensberry Hotel.5
Conclusion...............................................................................................................................................6
References...............................................................................................................................................7

Assignment 2
Introduction
Appropriate management and leadership skills are essential for an organization's successful
functioning. In the hospitality industry, a manager's ability to adapt and refine existing skills to
gain new skills is critical to the company's growth, as the competition evolves quickly and
consumer preferences change often. Efficient management and communication qualities are
crucial to a hospitality manager's or owner's performance (Sousa et al., 2019). Thus, this study
will demonstrate the current management and leadership skills of Queensberry Hotel leaders and
managers, as well as the needs for different skills and abilities to be developed by team managers
and leaders. Additionally, it will address how leaders and managers in the hospitality industry
will adapt to change management and leadership skills. It will also look at the effects of change
management and organizational skills in the hospitality industry.
Current management and leadership hard and soft skills in the service industry
There are a variety of management and leadership skills that organization leaders and managers
must possess in order to effectively achieve their goals and objectives. The Queensberry Hotel's
current management system, as well as the appropriate operating environment, encourages
ongoing learning and knowledge development. Hotel managers must possess both hard and soft
management skills in order to create a profitable hotel brand. Leadership, teamwork, time
management, and problem-solving are some examples of hard management skills that require
specific preparation and development. The first and most important skill a hotel manager should
have is an understanding of the complexities of the workforce and how to act appropriately with
them. A manager's ability to attract and recruit appropriate workers for the company is important.
Strong management abilities can make a significant difference in a business's efficiency and
profitability (Wesley, Jackson and Lee, 2017). Organizational capabilities, decision-making
ability, multitasking, and leadership skills are some of the managerial characteristics attributed to
a skilled manager. Similarly, team management skills such as encouragement, training, coaching,
and staff engagement are essential for progress. Motivational skills are one of the most important
skills for motivating a team or a person to work against the company's goals. Most notably, one
of the core management skills that distinguish a successful manager is experience. A good
manager is experienced and willing to cope with any problems that emerge in the workplace.

Leadership skills, on the other hand, are critical for improving system success and allocating
enough resources to ensure smooth implementation and achievement of goals. Strong and soft
qualities can also be used to categorize leadership abilities. Communication, coordination,
empathy, commitment and time control, inspiration, constructive outlook, trustworthiness,
problem-solving, and so on are examples of hard skills (Barrera-Osorio, Kugler and Silliman,
2020). Soft skills are becoming increasingly important in the framework of the service sector.
Customers in the service industry are greatly influenced by excellent hospitality. As a result, they
strive for effective contact, a healthy mindset, and appropriate behaviour from hotel workers. As
a consequence, rather than hard skills, the Queensberry Hotel's staff or executives should have
strong soft leadership skills.
Needs of current and future management and leadership skills for the service industry
There are a variety of reasons why managers and leaders in service sectors, such as Queensberry,
need various types of management and leadership skills to ensure the company's long-term
sustainability. Management and leadership capabilities assist a company in effectively achieving
its goals and objectives. In the case of the Queensberry Hotel, ensuring potential growth and
advancement necessitated a variety of leadership and management skills. Below is a brief
discussion of some of the most essential management and leadership skills needed in the service
sector (Van Wart, 2014);
 Communication skills
Effective communication skills with staff, authority, and consumers are critical in every
industry. Queensberry, for example, provides instruction to its staff so that they can
collaborate with one another effectively and efficiently. They will be able to draw and
maintain more clients as a result, assisting in the achievement of the organization's goals
(Testa and Sipe, 2012).
 Decision-making skills
It is among the most critical and necessary management and leadership qualities for leaders
to make good decisions. They are also capable of developing successful tactics, schedules,
regulations, and laws in response to the situation and circumstance.
 Team-building skills

These are the skills that workers use to work in a group environment. By doing work in a
proper way, this company can achieve aims and priorities. As a result, all members of the
organization should work together to accomplish their activities in a timely manner and to
achieve shared objectives.
 Be positivity skills
Positivity skills allow people to deal with any condition in an acceptable way. In the sense of
Queensberry, certain situations occur in which workers become panicked and pessimistic, so
constructive skills are needed in this case to manage the situation appropriately.
Leaders and managers of service sectors respond to the change management and
leadership skills
In the hospitality industry, change management relates to how hotels organize their staff and
departments around a common purpose and integrate their finances, processes, and technology to
successfully restructure their company and accomplish their objectives. For several executives
and operators, introducing improvements in technology and growth to the hospitality sector has
been a struggle. The majority of hotel workers are opposed to change for fear of losing their
employment and image within the business. As a result, those leaders with good leadership
abilities and change management skills don't waste their time struggling to bring the stubborn
crowd on board. They will also create a supportive and favourable atmosphere and encourage
individual participation in the change management process within the company by using strong
communication skills (Al-Ali et al., 2017). Leaders' skill would have a major effect on the
change management process. Any company's ability to promote progress depends on its ability
to build trust and confidence. When a company's chief is trustworthy, no one would be able to
fight reform. As a consequence, a leader's position in executing change management processes in
service sector organizations is crucial.
Compare and contrast between change management systems and leadership of
Queensberry to another organization
Change management and leadership are different in different sectors of the service industry. To
properly grasp this, Queensberry Hotel based in Bath, Somerset compare it to the Francis Hotel.
Below is a brief comparison of the two hotels (Aggett, 2007).

When a change occurs, the Queensberry Hotel implements Kurt Lewin's three-step change
process. Unfreezing, moving, and refreezing are forms of those measures. The method used by
Francis Hotel to implement transition, on the other hand, is somewhat different from
Queensberry's. Francis does not use certain methods; instead, they perform market research and
assessment before designing strategies.
Similarly, the Queensberry Hotel has used a variety of management and leadership styles to
efficiently and correctly achieve its aims and objectives. The Queensberry hotels employ a
visionary management style as well as servant management and leadership. The Queensberry
hotel places a premium on strategic leadership in order to quickly identify future challenges and
potential solutions. Similarly, servant management and leadership models are being introduced,
with an emphasis on the health, well-being, satisfaction, and enjoyment of workers. Francis
Hotel, on the other hand, followed democratic leadership styles. Managers who follow this style
should not include their workers in the decision-making process. They decide what they want,
and the leaders do not consult anybody about it. As a consequence, it would have a direct and
indirect impact on the sustainability of the business.
Impacts of change management on leadership and management skills and styles at
Queensberry Hotel
In order to meet its objectives and ambitions quickly and successfully, an organization should
employ a range of leadership skills and styles. If an organization wishes to pursue a long-term
vision and goals, good leadership must be both ambitious and transformational. Furthermore, the
manager or leader may successfully inspire his or her staff to complete all delegated duties
correctly and effectively (Yaseen, Ali and Asrar-ul-Haq, 2018). A small hospitality business
such as the Queensberry Hotel should pay attention to leadership styles such as servant
management. Managers and executives in this form of leadership are motivated by the concept of
belief.
Similarly, leadership skills are also important in maximizing system efficiency and allocating
appropriate resources to implement improvements. Leadership capabilities and personalities have
a significant impact on the Queensberry Hotel's change management operation. As a result,
administrators and executives must follow different leadership styles and abilities to handle the
transition, depending on the company's needs, circumstance, and structure.

Conclusion
In a nutshell, in the service industries, effective leadership and strategic practices are critical to
achieving corporate objectives. Leadership and management skills should be accurate and
suitable for the structure and form of the organization. In the service sector, teamwork and
strategy skills have played a critical role in implementing change management processes. As a
result, for Queensberry Hotel's long-term growth and transformation, managers and executives
must use a variety of leadership and management styles and expertise to manage the transition
process.

References
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Al-Ali, A.A., Singh, S.K., Al-Nahyan, M. and Sohal, A.S., 2017. Change management through
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Barrera-Osorio, F., Kugler, A.D. and Silliman, M.I., 2020. Hard and Soft Skills in Vocational
Training: Experimental Evidence from Colombia (No. w27548). National Bureau of Economic
Research.
Sousa, M., Santos, V., Sacavém, A., Reis, I. and Sampaio, M., 2019. 4.0 Leadership skills in the
hospitality sector. 4.0 Leadership skills in hospitality sector, pp.105-117.
Testa, M.R. and Sipe, L., 2012. Service-leadership competencies for hospitality and tourism
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Van Wart, M., 2014. Dynamics of leadership in public service: Theory and practice. Routledge
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Yaseen, S., Ali, H.Y. and Asrar-ul-Haq, M., 2018. Impact of Organizational Culture and
Leadership Style on Employee Commitment towards Change in Higher Education Institutions of
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