Leadership and Management for Service Industries: A Case Study Report

This report delves into the crucial aspects of leadership and management within the service sector, using the Wa-Pila Hotel as a case study. It begins by introducing the significance of effective management in guiding service activities and achieving organizational goals. The report examines the roles and responsibilities of leaders and managers, highlighting the importance of both hard and soft skills such as decision-making, communication, and conflict resolution. It discusses current and future management skills required in the service sector, emphasizing the need for adaptability, technical proficiency, and emotional intelligence. The report then compares different service sector organizations, focusing on the changes in management systems and the leadership needed to implement these changes. It explores communication processes, leadership qualities, and the importance of multicultural leadership and investment in training. The conclusion summarizes the essential roles of managers and leaders, their leadership styles, and the impact of internal and external factors on management. The report also provides references to support the findings.

LEADERSHIP AND
MANAGEMENT FOR SERVICE

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
enclosed in ppt.............................................................................................................................3
LO 2.................................................................................................................................................3
enclosed in Brochure...................................................................................................................3
LO 3.................................................................................................................................................3
P 5 Current management and the leadership skills including hard and soft skills......................3
P 6 future management skills and leadership skills which is required by the service sector
organisation.................................................................................................................................4
P 7 Comparing different organisation of service sector and the change in the management
systems and also the leadership which is required in implementing the change........................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Leadership and management for the service sector industries is considered to be the
effective management of the service activities and efficiently guiding the people of the
organisation in order to let them follow the most effective path which leads them in achievement
of the organisational goal and objectives.
The present study is based on the Wa-Pila Hotel which is the organisation of service industry
and being a consultant of ABC consultant it is required to give them classical and other
management theories, which helps them in smooth flow of their business.
The report will also cover roles and responsibility of leaders and managers in addition
with the soft skills and hard skills. management styles,leadership styles and some theories will
also be explained in the report from better understanding of the roles and manager and the refers
in the organisation and their contribution for motivating the employees towards achievement of
organisational goals effectively and efficiently.
LO 1
enclosed in ppt
LO 2
enclosed in Brochure
LO 3
P 5 Current management and the leadership skills including hard and soft skills
There is need to presence of different skills of management and leadership in mangers
and leaders of the Wa-Pila Hotels as availability of the skills which includes dynamic, decision
making, planning,, a strategic mindset , problem solving capability, being communicative ,
delegating of authorities, managing the discipline and also dealing with the conflicts in
organisation, these all skills and quality which will helps in efficient management of the
organisation and their employees .soft skill are considered to be the skills which present in the
individual itself from their sense of belonging that is communication, delegating, motivation,
inspiration, positive attitude, honesty, confidence, loyalty,, innovative, creative thinking etc.
(Dong and et.al.,2015. ). whereas the hard skills are some of the skills which includes technical
knowledge that is handling of the tools and machineries etc.

Hence it can be conclude that there is need be presence of the hard and soft skills in the
mangers and also the leaders so that everything in Wa-Pila Hotels seems to be well managed and
efficient in the organisation which will ultimately helps the organisation in achievement of the
organisational goal effectively and efficiently.
P 6 future management skills and leadership skills which is required by the service sector
organisation.
Wa-Pila Hotel is teh service sector organisation which encompasses with great staff of
employee and the mangers. managers and leaders of the organisation having good capabilities
and skills but they also ned to develop some of the skills for future to enlarge their market are
that is thy able to capture the larger areas of the market to attract more and more customers as
well as generation of strong brand value which will help the business in their future growth and
development,(Bottomley, et.al., 2016). some of the future skill which they are need to develop
in themselves include technical management skills, transparency, emotional intelligence,diver-
sing team management, soft skills assessment, result only work focus, managing the future, out
centric leadership princi-ples etc(Caillier,, 2015). are considered to be the some of the ,most
important skills which are not much developed today in the manger but required to develop till
future in order to capture the larger share of the markets and also to be the most successful
organisation in service sector industry which will leads in achievement of their organisational
goals and objectives in long run.
LO 4
P 7 Comparing different organisation of service sector and the change in the management
systems and also the leadership which is required in implementing the change
Manager of the service sector industry that is Wa-Pila Hotel mangers roles and
responsibility is to leading and motivating the team and staff so to ensure that all the activity of
the organisation is directed towards the achievement of the organisational goals . manger is
responsible for overseeing the work and also leading of the group of people (Lefèvre and et.al.,
2017). The manger role is to perform the different functions which includes planning, organising,
staffing, directing and controlling of all the resources of the organisation so to achieve the
organisational goal effectively and efficiently(Kearney,, 2018.). Planning function involves
the managers role in which they have to plan for the activities which has to perform in near
future by the employees in order to achieve their objectives and goals. organization is proper

and efficient allocation of all the resource so to avoid unnecessary wastages and ensure the
availability of resources at optimum level. staffing is the process of recruiting,selection of the
right person for the right job. directing involve the process of giving order to employees
regarding the activities which they need to perform and controlling lays emphasis on monitoring
and controlling of the activities by comparing the actual with the planned ones and also to take
corrective actions to eliminate the deviations if occurs. these above mention are some of the
functions which held in achieving the goal effectively and also efficiently(Psomas and Jaca,
2016).
All the policies ans guidelines provided by mangers ned to communicate with the
employees efficiently in order to ensure that right activities re performing in the organisation at
the right time. for effective communication it is necessary that communication process need to
implement appropriately that is the steps which they after making on order to successfully
communicate what they want(Kearney,, 2018.). there are different components of the
communication process which includes sender- who is the person who send the message,
encoding of the message,. selection of the channel of communication, receiver is the person who
actually receives the message and is responsible for sending the feedback to the sender in order
to ensure that he receives actual message without any disruptions or any misinterpretation of the
message. there are different types of communication process which are used by the mangers in
Wa-Pila Hotels and they are :
horizontal process
When communication takes place in straight line from sender to receiver of the message.
it is considered to the horizontal communication process. it is also said to be the one way
process of communication(Bottomley, et.al., 2016).
Circular process
It is the process which complete entire communication like a circle that is. it is considered
to be the ongoing process of communication.
Two way process
it is the step of two way communication in which sender sending message using channel
of intermediary staring form sender and ending by receiving the feedback to sender. this is
considered to be the most effective communication process.

Leaders also need to implement their leadership qualities sin the Wa-Pila Hotels for
effectively managing all the activities and directing them towards achievement of organisational
goals(Bush, Bell and Middlewood, eds., 2019.). There are many leadership qualities which need
to be in efficient leaders and which includes honesty, integrity, inspiring others, commitment ,
passion, decision making capabilities, adjustable, accountability. creativity, innovation, good
and effective communicator, passionate and many other as these attitudes also helps in
motivating the employees to perform on path of the leaders for accomplishment of their
objectives.
Leaders must be adjustable carding to the changing situation of the organisation as if
business s doesn't change with change in the environment than they might fail to achieve their
goals and not be able to win over the competitive advantage(Caillier,, 2015). the leaders are
required to be adjust according to changing in the environment so that activities can also be
change sand altered according to the needs and requirements which will helps the business in
achieving the organisational; goal effectively and also efficiently.
Wa-Pila Hotels are also required to hire the multicultural leaders in their business
organisation so that they can able to make the employed and client of their hotel of all the culture
effectively in order to make them comfortable and attracted towards the hotels. leaders from
different culture are capable of entertaining the employee with the same culture efficiently
which helps the business in most profitable manner and also leads the transportation in creation
of their strong brand image as a result of attraction of large number of customers towards the
hotels due to familiar environment .
Wa-Pila Hotels also needs to make good investment is the management and the
leadership development training programmes, coaching and also the mentoring opportunities so
that managers and leaders of the hotel work with full efficiency in the organisation and also
leads to optimum utilisation of all the resource of the business (Martin and et.al., 2015). this
investment also bring better opportunities for the organization which somewhere helps them in
achieving the organisational goal and objective and also helps them in their further growth and
development.
CONCLUSION
From the above report it can be concluded that manges and leaders plays very essential
role in the organization and follows different style of leadership for effective implementation of

their orders. Management theories are also some of the theories which helps the management in
efficiently managing all the resource and function of the organisation so to motivate the
employee to work in the direction of organisational goal and will leads to accomplishment of the
goals.
The report also, concluded about internal and external factor of which are considered to
be responsible for the influencing the management style and also the organisational structure .
Assememt of current and future management and leadership style are also discussed in the above
report which are generally required in the manager and also the leaders so that they can work
effectively and efficiently in the organisation for the achievement of the business goals and
objectives.

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