Leadership and Management for Service Industries: A Report

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LEADERSHIP AND MANAGEMENT FOR SERVICE
INDUSTRIES
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Table of Contents
Introduction....................................................................................................................................3
LO1................................................................................................................................................4
P1 Assess different classical management theories in service industry context...........................4
LO2................................................................................................................................................7
P4 Investigate the internal and external factors that influence management styles and structures
in the Organisation.........................................................................................................................7
LO3................................................................................................................................................9
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples...................................................................................................9
P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved.................................................................................................................10
LO4..............................................................................................................................................12
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change........................................................................12
Conclusion...................................................................................................................................14
Reference list...............................................................................................................................15
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Introduction
The term management and leadership indicate to achieve the objective of the organisation by
working with people and several resources of the organisation. The main purpose of travel and
tourism leadership and management is to create a personal reflection, fair appraisal and self-
analysis process to indicate the strengths and weakness (Hristov and Ramkissoon, 2016). The
tourism and hospitality industry covers accommodation, food services and leisure while it
focuses on passenger's service to provide them as a whole. The study will focus on the impact
of digital technology on the service sector like tourism with influencing the core business
systems of promotion, administration, supply chain distribution and management control of the
industry (McGehee et al., 2015). In the tourism sector, CostSaver is evolving to influence the
digital technology and person related practices to provide the quality service to the customers
(Costsavertour.com, 2019). Additionally, the study will shed light on different management and
leadership theories to explore the influencing factors within CostSaver, a travel and tourism
company. It is effective to record the hard and soft skill specification for the leaders and
managers in the service industry like travel and tourism sector. Change and management
system while implementing the effect of digital technology on specific industry will be discussed
in the current study.
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LO1
P1 Assess different classical management theories in service industry context
There are different views and approaches of classical management theories to include the
organising, planning, directing, recruiting and controlling the specific responsibilities of the
managers. Classical management theories are used to enhance and apply existing situation as
per developing the digital development in the context of travel and tourism market (Zach, 2016)
It is needed to influence and engage with organisational structure and culture in the context of
service industry in tourism market.
Scientific Management:
In the context of tour and travel industry, selecting the best way is the main purpose while using
the scientific management theory. As opined by Hristov. and Zehrer (2019), the problem faced
by the employees should have importance to monitor and then to improve the work environment
for performing better with full capacity. Scientific management concept follows to develop the
process of productivity and increases the improvement of individual. The process includes
contribution and views which is associated to introduce and help them managers to control the
task and schedules in tour and travelling industry. Manager and leader in the tourism sector
have responsibility to develop task and improvement for which can enhance the digital platform
for the organisations. In the context of CostSaver Company, using scientific management time
motions and improvement can be done for better understanding and perform for the employees
and retaining customers (Costsavertour.com, 2019).
Bureaucratic Management:
Bureaucratic views of management are seen in public and private organisations like Costsaver.
CostSaver has a organisational structure like hierarchical positions. Costsaver has presidents,
vice presidents, departmental managers, assistant managers and leaders, supervisors and
others under the hierarchy. The main contributors of the management is important to view ideal
form of the organisation to define regulation and rules in order to establish a proper and
developed managerial structure and activity (Montero-Muradas and Oreja-Rodríguez, 2017).
Rules and regulations to define the organisation rationality are important through the hierarchy
and division by establishing and impersonal relationships. Organisational structure and culture
depend on the hierarchical structure to establish proper service quality in tour and travel service
context. This is used by most of organisations for betterment of quality and digital establishment
for changes within the organisation.
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Administrative Management:
Administrative management theory is a way to organise the activities and things in a systematic
way (Altin et al., 2018). The approach is being practised within the organisations based on basic
function and planning to tackle and handle the employees. In the context of CostSaver
organisation, it uses to evaluate the management function to focus on digital technology to
influencers in tourism market. This theory is used and based on the basic function and
development, which has purpose to serve and develop the activities in the context of
management. It emphasises while division of labour and clarifying the defined staff is important
to perform and enhance the improvement within the organisation (Edgell Sr, 2016). The
advancement process and application of rules are important to organise systematically and it is
important to tackle the employees in regular way.
P2 Explain the role of the leader and different leadership styles in a service sector
industry context
In order to achieve the goals of the organisation the leading employees takes some action,
which is known as leadership. A leader has several types of essential roles to do, which are
mentioned below:
Coach potential: coach potential is referred to the ability of the leader to develop the
organisational performance, overcome from the complexity in organisational works and develop
the growth of their carrier (Miner, 2015).
Create vision: the leader is responsible for defining clearly that where the team is going and
how do they reach there.
Inspire trust: a leader should have a better personality, which the employee will follow.
Execute strategies: the leaders are responsible for selecting a beneficial strategy for improving
the business growth.
Different leadership styles:
Autocratic leadership style: Autocratic leadership style is referring to that type of style, which
is centralized. The boss’s opinion is considered as the last opinion for the employee in this style.
Here the leader or the boss holds the all responsibility and the authority. In this type of
leadership style, the leaders are not responsible to consult with the other employees of the
organisation for taking a vital decision. The leading employees are use to take the decision then
they communicate with the other employees about the decision and fix the way of their working.
In case of using this rather style in the CostSaver Company, the guidelines, policies and the
leader has selected the procedure (Rao, 2017).
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Democratic leadership style: Democratic leadership style is not centralized style of
leadership. In this type of leadership, the leaders are responsible to consult with the other
employees of the organisation before taking a vital dissension. Unlike the autocratic style of
leadership, this leadership style allows the entire employee to convey their thinking about the
decisions of organisational growth. While CostSaver Company is adopting the democratic style
of leadership then it will help to gather a lot of creative thinking from different employee, which
helps the leader to take a proper decision. While adopting the democratic leadership the
organisation is able to communicate upward as well as downward. That is proven as the
strength of the company (Huber, 2017).
Coaching Leadership style: this leadership style deals with a better coaching and supervision
of the leader to the employees. A leader who is following the coaching leadership has to focus
on the requirement of improvement of the productivity and the organizational performance.
Generally in this type of leadership style the employees are given a much help form the leader
for developing their skill to perform better in their job role. The coaching leadership also uses to
motivate, encourage and inspire their employees which are much essential for a better
productivity. If CostSaver Company utilizes the coaching leadership, style then the
organization’s leaders is able to improve their employee with teaching them proper skills for
achieving the organizational goals. This style is much beneficial for the employees of the
organization (Halkias, et al., 2017).
P3 Review the management and leadership styles in a specific service sector
Organisation
The digital technologies bring innovations to the business enterprises. Its application leads to
the achievement of the goals of business enterprises effectively and efficiently. It has a major
impact on the management and leaderships styles of the business enterprises. The different
management styles such as Scientific Management, Bureaucratic Management, and
Administrative Management, Affiliative Management Style and many more. However, the
enterprise uses various leadership styles such as the Democratic Leadership, Autocratic
Leadership, and Coaching Leadership Styles, Participative leadership style and many
more that have a major impact on the business theories and its practices.
The Costsaver uses “Affinitive Management Style” of management where it puts the people
first. This management style states that the people and the participants of the organization are
important more than the functions of the organization. It always aims towards creating
developing and maintaining the harmony and relationship in the organization. The focus of an
Affinitive Management is to avoid conflicts in the organizations. It helps the employees and
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encourages them to develop personally and professionally. It focuses upon inculcating good
values to the employees. The advantages of the Affinitive Management are that the employees
of the organization attain inner happiness so that they can provide good services to the tourists
and the visitors (The Decker/Royal Agency, 2019). This management style is flexible enough to
be used with the other styles if management. It increases the performance of the employees
and the management because the employees work without any certain pressures. It manages
the conflicts within the organization and increases the worth and self esteem of the employees.
However, it has some disadvantages also such as it affects the performance of the employees
sometimes as they can feel dispirited. It also puts managers at risk as it sometimes affects the
services provided to the tourists.
The leadership style, which the Costsaver uses, is the “Participative leadership style.” This
leadership style includes the participation of the team members in a decision-making within the
organization. It helps in determining the strategy of assigning and delegating of the projects.
This leadership style also relies upon the decisions of the “Subject matter experts.” It helps the
employees to increase their effective decision making skills. It also motivates the employees
towards increasing the quality of their work. It helps the organization to increase the satisfaction
level of the tourists. This leadership style increases the participation of the employees into
different tourist activities. The employees make the tendency to satisfy the tourists with their
quality of knowledge and effective behavior. However, there are some of the disadvantages also
such as the employees can waste the time of the organization by not participating properly in
the decision-making (Getours.com, 2019). It also sometimes leads to the feeling of reduce in
power and influence among the leaders. Sometimes involvement and participating equally in a
team, employees ignore the respect of the leaders.
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LO2
P4 Investigate the internal and external factors that influence management styles and
structures in the Organisation
Internal factors:
Internal factors of forces within the organisation influence the culture and structure of the
organisation for betterment and development in order to organise the proper management
styles and structures. CostSaver has improved planning and establishments but there are
several internal factors which influence organisation to enhance the advocated and leadership
content while implementing the new changes (Costsavertour.com, 2019).
Communication:
Communication is considered as an important factor that influences the team and team leaders
for improving the result. It is important to gain a robust communication practice within the team
members to extend top to bottom for the organisational growth and structure (Donate and de
Pablo, 2015). Within the Costsaver, communication takes an important role while enhancing the
management styles and structure to develop the digital technology within the organisation.
Costsaver is being influenced by those management styles of bureaucratic and others while
gaining and extending the approaches for effective communication process (Hristov and
Ramkissoon, 2016).
Organizational Structure:
For the hierarchical structure, Costsaver has a top to bottom approaches to understand the
organisations and the level of growth and success (Costsavertour.com, 2019). In the context of
tourism sector, Costsaver focused to discover service innovation for implementing the digital
technology in this market.
Culture:
Organisational culture plays a crucial role for the members as it depends upon the values,
belief, vision and habit of their actions. CostSaver’s culture influences to shape the success as it
is determined to perform a specific management styles and structures.
Digital technology:
According to Hristov and Ramkissoon (2016), digital technology is important factor to influence
of management styles and structure within any organisation. Managers in Costsaver are trying
to develop the technological implementation and advancement for the better quality in providing
towards customers and clients. The strength of implementing a digital technology can be
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improving the quality of service, time saving and attracting the customers more. The weakness
of implementing the factor can be lack of awareness, lack of education to implement the
technological advancement within the organisation (McGehee et al., 2015).
External factors
External factors for the organisation may be technological, political, economic or social factors
to lead the success in every in the specific market. Leaders in the organisation learn to
communicate with others which results and ongoing exchange of ideas and benefit for the
environment and organisation. Specific management styles within CostSaver are influenced to
apply the digital technology, which is considered as the external forces while identifying the
strength and weakness (Costsavertour.com, 2019).
Management style influences the impact of digital technology
While implementing the digital technology is it important to identify the application for expanding
the service. Managers within Costsaver focus to create a service development and responses
effectively to the customers for implementing and executing the credible responses and
changes to ensure the organisational development. While implementing the technological
advancement, the hierarchical structure and organisational expansion depends upon the effect
while including the elements and factors to establish the quality services in tourism sector
(Yalçınkaya et al., 2018). Bureaucratic management style includes the development and
application systematically so that the services can be better in the context of basic functions and
administration to plan, command, coordinate and control the implementation.
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LO3
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence
from specific service sector examples
Hard skills:
Management and leadership styles and skills are needed to provide the evidences to provide
the specific adjustment and industry based development in tourism sector. Including the
management leadership skills for Costsaver, it is important to achieve to develop in future and
how to apply the emerging influence of digital technology. Some list of hard skill includes
bilingual, Database Management, network security, marketing, data mining, mobile
development, marketing campaign management, user interface design, network security,
programming languages and others in the context of leadership hard skills for digital
technology (Schjoedt and Valencia, 2018). These hard skills are required for the tourism sector
while tracking and using the software in the expansion of managing digital technology. In the
context of management and leadership skill, the identified hard skills can be developed and
needed to seek the process while implementing open-minded communication and meeting with
other team members. It is required that different job and its employees meet the specific skills
and responsibility to enhance the functional and positive for environment for individual.
Soft skills:
Soft skills for the leadership and management skills include for developing the own
enhancements and leadership quality to establish the proper environment and work activity
(Kang et al., 2015). The soft skills include dependability, integrity, effective communication,
teamwork, problem solving, open mindedness, adaptability, and others which are
influenced to create own development and expansion in order to achieve the leadership skills
and change management within CostSaver. The change process effects Costsaver including
requirement and actions to explain in order to implement for the digital technology development.
As opined by Bergethon and Davis (2018), it is effective to use the soft skills for sharing a better
experience and recommending the members to influence in the context of tourism sector. In
order to emerge the digital technology within the company, the identified hard and soft
management and leadership skills are important and crucial to assess the quality of service and
attracting the customers in tourism sector.
The individual contributes to the leadership and manager’s responsibility to wait for the proper
function and understanding for the implementation. According to Lu et al. (2018), the
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development and understanding of the function are there to enhance and operate in the context
of change management and planning processes to digitally advanced technologies. Managing
and maintaining the performance, it is important for innovation and the execution process so
that the transformation of the emerging technology in CostSaver, it is important to enhance the
existing and future skills for managers and leaders. Manager and leaders have the role to train
and establish trust with employees in order to achieve the company's objective and vision
(Thoroughgood and Sawyer, 2018) technological theme is important to focus on long term and
medium term results in order to lead discomfort and success for creating elevation and
leadership approaches while managing and accepting the inspirations. For change
management, it is effective to establish and expand the technological advancements to execute
the innovation and planning establishment.
P6 Discuss future management and leadership skills required by the service sector and
how these can be achieved
Management skills:
Employment industry needs technology affect and disruption so that the workplace can be
utilised properly and accurately. In the context of tourism sector, tech management skill is
considered as the future skill, which is identified to utilise opportunities and challenges within
career and skill development, data management, workplace privacy and other areas of
concerns (Wang et al., 2016). As technology changes in current time, all managers need to
educate themselves continuously on new operating systems with emerging issues. It helps to
develop technical roles with the new technology to become skilled within the workplace
dynamics. Besides the technical skills, manager should incorporate the soft skill assessment
including efficient communication, accepting feedback, listening, a positive attitude and team
management, which is required as a successful future leader and manager. Diversity
management is considered another future skill while collaborating with consultants, contractors
and others are important especially for tourism sector. Transparency in the digital world is
needed for more immersive ways to communicate with each other. As opined by Chang et al.
(2018), a diverse team manager needs to develop trust, face-to-face communication, and
openness to evaluate the management styles in the context of tourism sector. The managers
and leaders within CostSaver need to implement those skills to develop the future in the context
of healthy work practices and the better economic choice (Costsavertour.com, 2019).
Leadership skills:
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It is found that some leaders are born and other thinks that the leadership skills can be
developed like other abilities within the human being. Some imperative and changing
environment help and focus on more effective leadership approaches for betterment and
changing development within the organisation. The leadership skill for future generation
includes the fearless agility, empathy, flexibility, selflessness, committing a clear vision,
humanity, listening, earning respect, flexibility, cultural intelligence, authenticity,
versatility and others (Maamari and Majdalani, 2017). Within CostSaver the leaders has to
achieve those quality to export the various functions and navigate the evolving adaptability
through the transitions. It is analysed to identify and investigate the future leadership skills while
emerging the influence of digital technology. This is important to focus on the future skills which
can be used for developing and leading through the change. According to Kraus et al. (2018),
leaders of the future need to focus on the high tech experiences and quick ability to learn, it
helps the team to prepare for the future. Innovation and change continue to develop and
accelerate with the high skill pattern and learning enhancements to develop the future in the
context of retaining effective customer base and service quality in tourism sector (Sayadi, 2016).
While assessing the current and future management and leadership skills within the tourism
sector, it is important that both hard and soft skills for the CostSaver are important to evaluate
and analyse to the change management. Applying the digital technology is important to make
the employees and other staffs to be compatible and enhanced to use the technology as their
responsibility and job role. CostSaver should implement and evaluate the change management
and leadership skills from current to future as per the changes and organisational development
to affect the management skills and quality (Costsavertour.com, 2019).
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