Leadership and Management Report: Wa-Pila Hotel Analysis

This report provides a comprehensive analysis of leadership and management within the service industry, using the Wa-Pila Hotel as a case study. It explores essential management and leadership skills, including hard and soft skills, and evaluates their impact on organizational performance. The report examines current and future skills, emphasizing the importance of technology-oriented management and digital marketing. It further delves into change management systems, comparing and contrasting different service industry organizations, and analyzing how change affects management and leadership skills. The conclusion summarizes key findings and highlights the importance of adapting to technological advancements and market trends for success in the service sector.

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT............................................................................................................................1
TASK 2............................................................................................................................................1
Covered in Brochure....................................................................................................................1
TASK 3............................................................................................................................................1
P5 Current management and leadership skills for the specific organization...............................1
M3 Evaluate current and future management & leadership skills in context of service industry
......................................................................................................................................................3
D3 Critically evaluate that how management & leadership skills help in changing in the
service sector................................................................................................................................3
P6 Discusses future management and leadership skills which required by the service sector....3
TASK 4............................................................................................................................................4
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change.......................................................................................4
M4 Analyse that how change management affect management& leadership skills....................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Leadership and management, both are essentially required for the understanding of
leadership and management practices (Chen and Yang, 2012). It includes the various
components which helps in improving individual performance as well as organizational. Wa-Pila
Hotel selected for the better understanding of this concept. This report include the various topics
such as current and future management as well as leadership skills required by the service
industry. In addition, it includes the different service industry organization and their management
and leadership implementation.
TASK 1
Covered in PPT
TASK 2
Covered in Brochure
TASK 3
P5 Current management and leadership skills for the specific organization
Every service sector required various skills which help the manager to fulfil the
requirement of their job in the Wa-Pila Hotel and some of the characteristics are discussed
below:
Ability to deal with challenges: Every organization include the various problems which
required to resolve otherwise it affect the operational functional of the business. Manager
required ability to deal with various challenges with the help of effective solutions. Manager
have deal with situation through analysing current market trends. Manager of Wa-Pila Hotels
required this quality to face challenges in effective way.
Interactive: It is the important quality or characteristics for the manager where they have
to interact with other staff members in order to identify their problems and requirement regarding
work. With the help of this characteristics, manager of Wa-Pila Hotels build good relation with
their staff members which further helps the employees to feel free to share information or any
problem (Ebrahimi and Sadeghi, 2013).
Hard and soft skills for the manager of service industry:
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Hard skills: It is the ability that acquire and enhance with the help of practice, education
and repetition. It includes the various skills such as degree or certificates of a particular field or
industry, computer programming, editing etc.
Soft skills: It is a personal attributes which helps the manager to support situational
analysis and enhance the individual's ability to complete the task. It is also called people skills
because it help the manger to get touch with other in emotional way. It includes the various
skills such as leadership, communication, problem solving, work ethics etc.
Hard Skills Soft Skills
 Hotel manager required product, sales
and marking knowledge which helps
the Wa-Pila Hotels to achieve their
business goals
& objectives.
 Manager required knowledge of
different language because in the Wa-
Pila Hotel different types of guest visit.
 Manager required competencies in all
the areas of hotel operations.
 Manager of Wa-Pila Hotels required
other skills such as business planning,
hospitality leadership etc.
 Manager of Wa-Pila Hotel required
good communication skills which help
them to handle their guest and
understand their requirement through
communication.
 Manager required time management
skills for the efficient or effective work
in the organization and meet the
deadlines (Goetsch and Davis, 2014).
 Hotel manager required to calm under
pressure, it is the best skill for the
effective manager to face the various
challenges.
Impact of hard and soft skills of leadership: Hard and soft skills helps the manager to
perform their task in order to achieve their operational activities. Hard skills help the manager to
ensure that weather all the activities properly execute it or not. Soft skills give positive
impression to the employees because manager have to deal with it. So these skills helps in
interactive with staff members and their visiting guest in the hotels. Along with this, soft skills
help the manager to solve organizational problems, build strategy and take decision as per the
business requirement.
Importance of soft skills: It is very important for the manager of Wa-Pila Hotels where
they required soft skills for the personal as well as professional development. It is required by the
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manager to complete their task and fulfil their responsibility in order to achieve their business
goals & objectives. Manager can build good relation with other and motivate them to perform
well and increase productivity or profitability.
M3 Evaluate current and future management & leadership skills in context of service industry
Current skills related to the management & leadership will help the organisation to
increase their employees performance as well as productivity. These skills includes fundamental
knowledge, critical thinking, communication, team management, confidence etc. In the future,
service industry become more advanced by using various skills such as technology based
management where all the information provide on single platform with the help of centralizing
data. It helps the manager to make strategy and it further helps in providing transparency in the
organization. Most important skill is Soft skill which play essential role in the service industry
because they have to deal with customers so they required it.
D3 Critically evaluate that how management & leadership skills help in changing in the service
sector
It has been critically evaluated that when organization adopt any changes then it will
impact the production as well as profitability. So management have to ensure that manager have
relevant skills to adopt these changes and effectively communicate with other staff members. For
example: change in the strategy or business policy will required to communicate with other so
manager use this skills and effectively inform other. Along with this, they try to provide required
training in order to adopt these changes.
P6 Discusses future management and leadership skills which required by the service sector
Importance of technology oriented management and leadership skills:
For the service industry, there are various technical skills required which help the
manager of Wa-Pila Hotels to perform their duty and also required for the future leader or
manager which helps them to get success in the future (Kosicek and et.al., 2012). It includes
various skills such as creative or innovative thinking process, ability to analyse the market trends
and awareness. All the skills required in the manager to perform their task in order to achieve
business goals & objectives which further helps in increasing productivity or profitability. These
skills could be acquire through training which provided by the top level.
Skills required for the digital marketing and customers experience analysis:
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 Innovative or creative thinking: Using Airbnb and book a table online in the hotels, for
this manager required creative thinking to develop these kinds of application which save
the time of customers as well as organization. Innovate something different which attract
the large number of customer and increase the demand. It will provide the best
experience to the customers. Innovation and creative thinking help the manager to
provide different services in comparison to their competitors and take advantage of it. So
this skill required for the effective manager
 Awareness regarding current market trends: Manager of Wa-Pila Hotels have to
analyse current market trends for the understanding of customer's need and desire.
Manager also have to be aware about what happen in the market and change in the
customer's taste and preference. Analysis of market help the organization to build their
strategy according to it and then take their decision which increase the demand and it will
automatically increase the production as well as profitability.
TASK 4
P7 Compare and contrast different service industry organisations change management systems
and leadership in implementing change
Change management system:
 Transformational change: It means change in the particular area which cause the
organization in terms of reducing their productivity or profitability. After
transformational change, it develop the need for the consumers which is fulfil by the
employees (Nijstad, Berger-Selman and De Dreu, 2014). These types of transformational
change used to change existing decisions and it will be forecast by the top level
management. Here, older strategy will be modifies and develop latest for the effective
results.
 Unplanned change: It occur various complications in the organization due to sudden
change in the current strategy and policies. It will affect the business in negative way
along with this, it affect the production as well as profitability. If manager not properly
able to accept changes then it will affect the whole organization. So manager have to
build strategy regarding unfavourable conditions otherwise it impact the production and
profit margin.
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Critical evaluation: Change in the management and leadership styles going to response
with the help of latest technology because it will help the organization to enhance their
performances and take advantage of technology. Manager of Wa-Pila Hotel need to change their
internal practices and use digital platform for the hotels booking (Yıldız, Baştürk and Boz,
2014). Such as book table through their online application which save the time of visitor as well
as manager. It helps in maintaining systematic structure which provide the provide the good
customer experience by using technology.
Difference between two organization related to the service industry:
Basis Wa-Pila Hotel Wombats City Hostel
Change
management
system
Transformational change will
impact the production as well as
profitability of the business. It
includes strategic changes where all
the required information will be
informed from top to bottom level
management. It will take time and
efforts which further impact the
employees performance and
automatically affect the production.
Unplanned change will impact the
whole organization so management
have to formulate their strategies
accordingly. Mostly changes
required finance so manager have
to identify the way which can
resolve this changes. Organization
have to prepare for unfavourable
condition.
Leadership Wa-Pila hotel management follow
democratic leadership style.
Because they think that if working
environment is good then staff
members give their best. Basically
good relation among the employer
and employee helps in achieving all
the goals. Suggestion and
involvement of lower level
members in the decision making
process will impact the final
This organization follow autocratic
leadership style where management
is very strict and they build
systematic workplace. Staff
members are perform their task on
given deadline which improve their
efficiency as well as effectiveness.
Manager of Wombats City think
that friendly environment in the
workplace impact the work due to
this reason they want professional
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outcome and helps in improving
workers efficency.
behaviour in the working area.
M4 Analyse that how change management affect management& leadership skills
Transformational and unplanned changes affect leadership as well as management of the
organization because it is very difficult for the manager to change their strategy frequently.
Because it will take lots of time and efforts which is not possible for the organization (Pamfilie,
Petcu and Draghici, 2012). So manager have to analyse the market trends in order to build
strategies because changes in the market trends lead the changes which further hoping to happen
ion the organization. If organization not take proper change then it will impact the business
negatively which directly affect the production or profitability of the organization. Then it
become impossible for the Wa-Pila Hotels to achieve their business goals & objectives.
CONCLUSION
From the above discussion, it has been concluded that management and leadership styles
help the organization to improve their efficiency or effectiveness which further helps in
achieving their business goals & objectives. Hard and soft skills helps the leader to deal with
various problems which occur in the business environment. In addition, manager required
various traits and characteristics such as innovation, creative thinking, awareness regarding
market trends which help the organization to achieve their business goals & objectives. Change
in the management and leadership required for enhancing customers experience.
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REFERENCES
Books & Journals
Chen, C. Y. and Yang, C. F., 2012. The impact of spiritual leadership on organizational
citizenship behavior: A multi-sample analysis. Journal of business ethics. 105(1).
pp.107-114.
Ebrahimi, M. and Sadeghi, M., 2013. Quality management and performance: An annotated
review. International Journal of Production Research. 51(18). pp.5625-5643.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Kosicek, P. M., and et.al., 2012. July. Leadership styles, industry fit, and quality focus.
In Competition Forum (Vol. 10, No. 2, p. 49). American Society for Competitiveness.
Nijstad, B. A., Berger-Selman, F. and De Dreu, C. K., 2014. Innovation in top management
teams: Minority dissent, transformational leadership, and radical innovations. European
journal of work and organizational psychology. 23(2). pp.310-322.
Pamfilie, R., Petcu, A. J. and Draghici, M., 2012. The importance of leadership in driving a
strategic Lean Six Sigma management. Procedia-Social and Behavioral Sciences. 58.
pp.187-196.
Yıldız, S., Baştürk, F. and Boz, İ. T., 2014. The effect of leadership and innovativeness on
business performance. Procedia-Social and Behavioral Sciences. 150. pp.785-793.
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