HNC Leadership and Management for Service Industries Report

This report analyzes the influence of internal and external factors on organizational structure and management styles within the context of the Wa-Pila hotel. Internal factors such as employee engagement and commitment are examined, highlighting their impact on organizational structure and the effectiveness of leadership. External factors, including customer and stakeholder management, are also discussed, emphasizing the role of technology like AI and data management software. The report then outlines the characteristics of an effective manager, emphasizing technological knowledge and the ability to understand customer needs. Furthermore, it explores the traits of multi-generational leaders, such as creativity and commitment, and proposes specific changes in management styles, advocating for a shift from persuasive to democratic approaches to enhance employee involvement and decision-making in the service sector. This assessment aligns with the Higher National Certificate/Diploma in Hospitality Management, focusing on leadership and management in service industries and the impact of technology.

LEADERSHIP AND
MANAGEMENT FOR SERVICE
This brochure presents Internal and external factors to influence structure and
management style in a selected service.
Different internal and external factors in context with Wa-Pila hotel are stated below:
Internal factor:
 Employee engagement: It is referred as the engagement of workers towards the
organisational work. This factor impacts the structure and management of company in
a considerable manner. Employees can be engaged in company via organisational
portals and online groups. If employees will be engaged, it will benefit Wa-Pila in
formulating an appropriate structure of organisation and as leadership style is adopted
in company, more engagement of workers will benefits in generating more positive
outcomes.
 Employee commitment: To increase commitment of workers they must be given
online training where techniques will be displayed to counter the strategies of rivals.
Beside this, if commitment of employees will be more for company then they will be
able to follow leadership guidance of leader and organisational structure formulated
by manager in a proper way.
Internal factors
Employee
engagement
Employee
commitment

External factor:
 Managing customers: If company will manage their customers and in a proper way
then it will be advantageous for company in different manner. Managing customers
desirably will satisfy leader and manager towards the work of employees due to
which a proper organisational structure will be followed in organisation and
leadership style followed by leader will be implemented desirably. To manage the
needs and acknowledge their opinions company can use technology lie Artificial
intelligence, data management software etc. By this opinion and perception of
employees can be identified from their history reports.
 Management of Stakeholders: Stakeholders can be managed with the help of
technology like Video conferencing, voice chats, web conferencing etc. In case of
stakeholders, if they will be managed, company will have more access to investment
and capitals, due to which organisational activities will be performed desirably and
structure of company will be formulated in a desired way.
External factors
Managing customers Management of
Stakeholders

Characteristics of effective manager in context of increased
technology
High achiever: An effective manager emphasize on the objectives of company by
formulating a mission and vision. But other than this, a manager is needed to have
technological knowledge so that complex business activities can be accomplished with
more efficiency and simplified manner.
Technological Knowledge: Managers of company are needed to have sufficient knowledge
to manage work in Wa-Pila. Other than organisational knowledge, manager is required to
have knowledge of using different technology like computers, machines etc. By this,
manager will be able to teach employees about online payment and booking facilities in
a proper manner.

Understanding customer needs & review of multi-generational
leaders and their characteristics
Customers of Wa-Pila hotel demands well themed room and proper ambience so that
they can enjoy their holidays with great comfort and luxury. Guest in hotel demands proper
service and quick response towards their query and grievance. This is only possible when
leader of hotel will be capable to manage workforce in a desired manner.
Multi-generational leaders: It is an individual which acts as a leader in an
organisation and manages employees at different tiers and levels. These leaders have some
specific characteristics due to which they are able to manage employees at different levels
with full efficiency.
Creativity: A multi-generational leader is required to be creative so that ambience of
hotel can be created in a modern way. This will benefit Wa-Pila hotel in gaining the attention
of customers in a desired manner.
Commitment: Another characteristic of a multi-generational leader is to have high
commitment towards work so that all the work can be performed in a timely and proper
manner. This will benefit the company in achieving their targets in a timely and profitable
manner.

Specific changes in management styles
Management styles defines the manner in which a manager will treat its workforce so that
high performance can be obtained. In present situation, company is using persuasive
management style in which decisions are taken by manager and informed to employees. This
style is partial autocratic style. Management of company needs to change this style with
democratic management style in which important decisions of Wa-Pila hotel will be taken in
accordance with the opinion of workers. Due to this, only suitable decisions will be taken.