Leadership and Management for Service Industries

1
Contents
Introduction..............................................................................................................................................3
LO 1: Review classical management theories and leadership styles........................................4
P1............................................................................................................................................................4
P2............................................................................................................................................................6
P3............................................................................................................................................................8
M1...........................................................................................................................................................9
D1..........................................................................................................................................................10
LO 2 Explore the factors that influence different management styles and structures in a
service industry context.....................................................................................................................11
P4..........................................................................................................................................................11
M2.........................................................................................................................................................13
D2..........................................................................................................................................................14
LO 3: Assess current and future management and leadership skills for the service sector
.................................................................................................................................................................. 15
P5..........................................................................................................................................................15
P6..........................................................................................................................................................17
M3.........................................................................................................................................................18
LO 4 Demonstrate management and leadership skills in a service industry context.........20
P7..........................................................................................................................................................20
M4.........................................................................................................................................................21
Conclusion.............................................................................................................................................22
References.............................................................................................................................................23

2
Introduction
Leadership and management are the synonyms of each other. Leadership is a very
important part of effective management. It is very important in the organization to have a
leader as he is the one who leads the team members of the organization. It is also
important to manage the employees of the organization so that they can do their work
efficiently. Royal Lancaster London is Hyde Park’s with very good architecture and a
built-in swinging 60s. They take pride in having a conscientious, highly professional and
make sure that every guest has memorable memories. In this report, you will come
across to know about the different classical management theories and how to apply
them in the hospitality industry, who is a leader and what are his different roles? A
discussion on the internal and external factor that affects the management of the
organization will also be discussed and also about the hard and soft leadership.

3
LO 1: Review classical management theories and leadership styles
P1

There are many different theories which can be implemented by the organization. Some
of them are:

Organizational Theory: The organization theory consists of many methodologies to

organizational scrutiny. The organization is a group of people who are gathered and
managed in a way to meet the need and the goals. Organizational theory is also defined
to be a set of interrelated concepts, a definition that expresses the need of the group,
individual or sub-groups (Kuipers, et. al., 2014). Royal Lancaster London uses the
organizational theory to study the effect of the relationship between the individuals
inside the organization considering their action on the organization. They also use it to
study the internal and external environment business factor like political, cultural, legal,
and so on. The organization is dependent on the concepts of synergy which means a
group can do more as compared to a single personality (Conforto, et. al., 2016).

Classis Organizational Theory: It is the first and the basic step towards the
systematic study of the organization, this is a very important theory used by most of the
organization. Theory of management can be classified as classical management theory,
humanistic management theory, situational management theory, and modern
management theory. The classical management theories are divided into three
modules: Scientific management, bureaucratic management, and administrative
management (Bryson, et. al., 2014).

4
 Scientic Administrative Bureaucratic
Managemnet Management Management
Frederick Heri Fayol Max Weber
Taylor

(Source: By Author) Fig: To show three modules of classical organization

theory.

Frederick Taylor, Heri Fayol and Max Weber created the structure of all these modules.
Royal Lancaster London makes use of all these modules in his organization in the
following way:

The scientific management has a use for planning of work to get the efficiency,
standardization, simplification, and specialization in the work (Bryson, et. al., 2014).

Bureaucratic Management has used in Royal Lancaster London for having a look at the
structure of organization and control on the behavior of the members.

The Administrative management has used in accomplishing the task, principle of

management, the concept of line and staff, function of management and committees
(Bryson, et. al., 2014).

5
P2

A leader is the one who guides a group of people. There can be more than 1 individual
under the leader. The leader leads the group and guides his team member on what to
do and what to not. The leader is a very important part of any organization (Wang, et.
al., 2014). There are many different roles and responsibilities of the leader which are
defined as below:

Required at all level

A leader is a person who is required everywhere and at every level. It is important for
getting cooperation in plans and policies at the top level and in the middle and top-level
it is necessary for interpretation and execution.

Integrates the personal goals with the organizational goals

A leader helps in the integration of the goals. He tries to coordinate the efforts of people
for a common purpose and thus to achieve objectives (Wang, et. al., 2014).

A representative of the organization

A leader is the representative of the enterprise. He is the one who represents the
concern at seminar, general meeting and conferences. His work is to communicate the
information to other people.

As a friend, philosopher, and guide

Leaders have three traits in him. He can be friendly by discussing the feelings, desires,
and opinions with his team member. He can also be a philosopher by consuming his
intelligence and experience (Jain, et. al., 2013).

The many different types of leadership quality are:

Bureaucratic Leadership

The leadership style is a set of rules which is done permanently by the higher
authority and follow strictly. This is used by the organization when there is a high

6
 chance of risk. Royal Lancaster London uses this approach when they think that
there might be some chances of risk in the organization.

Autocratic Leadership

This quality is used by the hotel to lead the follower by powering them. This leadership
quality is carried by the individual of the Royal Lancaster London who wants to impose
his perspectives and always look forward to for instant solution in every situation (Van
Wart, et. al., 2013).

7
P3

There are many management and leadership quality in the Hospitality Sector:

Autocratic Leadership

It is a very strong one dimension leadership quality in which the boss, leader, and
manager hold the full power in the organization. In this style, the leader can make the
decision without the suggestion of any other person or team. He makes all the vital
pleas alone and coveys those pleas to the team member and it is necessary for the
team member to follow those instructions on the spot (Mittal and Dhar, 2015). The
leader is the ultimate decision-maker in an autocratic leadership style. Royal Lancaster
London uses this approach in his organization as it belongs to the hospitality industry
where the working hour is 24*7 as any guest can come any time. Each shift has a
leader which makes the decision (Van Wart, et. al., 2013). There might be some chance
of arising the situation where the leader does any have time to contact his team
member to make a decision so at that, he has to make an instant decision, that is why
autocratic leadership is a very important part in the organization.

Strategic Leadership

This is the other leadership quality used by Royal Lancaster London. This is defined as
the efficiency of the manager to express a strategic vision for the industry, or for a part
of the industry and to motivate and influence others to attain that hallucination. It can
also be defined as the consumption of strategy in the management of employees. It has
the impending to encourage organizational associate and to execute changes in the
organization. Its main objective is strategic productivity (Mittal and Dhar, 2015). Another
aim of strategic leadership is to build an atmosphere in which operative predict the
industry needs related to their job. The Royal Lancaster London use this style in its
hotel as this enable the leader to make the decision which will be followed by the
employees of the organization. If the employee will be clear that what he has to do than
their will no collusion in the work (Van Wart, et. al., 2013).

.
8
M1

Various factors of management and leadership in the hospitality sector to the

organization structure and culture:

Autocratic Leadership

This leadership quality is used in Royal Lancaster London for giving the full authority to
the leaders of the organization to take full decision by their own without taking help of
any other team member. The autocratic leadership style has many advantages in the
working culture of Royal Lancaster London (Popli and Rizvi, 2015). Many advantages of
autocratic are listed below:

 Make a fast decision

 Fast crisis management benefits
 Removes the pressure on the employee
 The inexperienced team can produce experienced output
 Increase in productivity level
 Easy to learn
Strategic Leadership

Strategic leadership is for making strategies in the organization (Popli and Rizvi, 2015).
There is numerous advantage in strategic leadership which can be used in the culture of
the Royal Lancaster London, which are defined as below:

 Encourage objective thinking

 Supports unity
 Build commitment
 Creating a framework for Strategic Decision
 Clear task (Birasnav, 2014)

9
D1

Evaluation of Royal Lancaster London with current management and leadership

style:

Autocratic Leadership Strategic Leadership

Advantage  It became a joyless  Objective thinking is

experience for the team encouraged
member
 The skill of the team  It has a framework
member is ignored (Rajasekar, 2014)
(Birasnav, 2014)
 Increase the work  Build commitment
burden of the leader
 Lack of trust  Support unity

 More clear task

Disadvantage  Work burden on the  Prediction is impossible
leader  Difficult flexibility
 Has a disadvantage on  Stall company growth
hard workers and  Expense Potential
highly skilled (Popli and Rizvi, 2015)
employees (Popli and
Rizvi, 2015)
 Leader dependence

10
LO 2 Explore the factors that influence different management styles and
structures in a service industry context
P4

External factor: External factors are those which influence the impact of business from
the outside of the association. The organization has no control over external factor. It
enables the business to make appropriate modifications to the marketing plan (De
Medeiros, et. al., 2014). Various factors that influence management styles and structure
are:

 Economy

A well consecutive organization also cannot work in a bad economic environment. If the
individuals will lose their job than they will expend very less on luxury, recreation, gifts,
clothes, adventure and so on.

 Competition

If the association is unique then the association doesn’t have many competitors. But
here there are many hotels so Royal Lancaster London has very high competition in the
market. So after the establishment, the organization has to fight with the competitors
who are trying to take the bread slice (De Medeiros, et. al., 2014).

Internal Factor: Internal factor is the one which is inside the organization premises and
is controlled by the organization nothing effects whether they are perceptible or
impalpable. After measure all the internal factors, they are divided into the group of
strengths and weaknesses of the association. If the elements bring smoothing well than
it is a positive aspect and vise Versa (Birasnav, 2014). Numerous factors that influence
management styles and structure are:

 Mission

11
What is the purpose of the organization? Why it is executed? What is the motive of the
organization? All these things are included in the mission of the organization. Mission
affects the organization a lot as it gives the motive to the organization to work.

 Communication

Communication is the other factor that affects the management style. Communication
means the way to communicate with someone. The leader should communicate freely
in order to get a high result (Birasnav, 2014).

 Leadership

A great leader is inspired and accurate. The leader of the organization should be
very good as he is the one who represents the organization. The team member also
follows the footstep of the leader so if the leader and his leadership quality will not
be good so the entire organization will be affected (De Medeiros, et. al., 2014).

12
M2

The internal and external factors influence the management as they are part of the
organization. The internal factors are inside the organization and the external factors
are outside the organization (De Medeiros, et. al., 2014). The aspects of internal and
external factors are that the internal factors help in the organization in creating the
mission for the organization, communication, and leadership. If the organization will
have the mission then he will easily work on that what exactly he wants to gain. The
communication helps in the organization in communicating all the necessary thing to the
employees of the organization and leadership is the important factor as the leader has
the responsibility of all the employees to make sure that they are performing their work
efficiently.

The external factors also have many aspects of the organization. They are outside the
organization but still benefit the organization (Birasnav, 2014). One of the external
factors is the economy, many people sponsor the organization and thus organization
gets help in the economy.

13
D2

In the hospitality industry, management is affected by the internal and external factor.
The internal factor has a pressured the management to perform the work on time. A
system has made in the organization to perform the work daily (Wang, et. al., 2014).
Every employee has specific work to do in the organization so now there will be no
collusion in the work. When the mission is set then everyone has some responsibility in
the organization to achieve that goal. It also has a negative effect that the employee
gets a burden on them. The external factors also have some advantage and
disadvantage like economy helps the organization in finance but if the financer fails to
pay the fund then the company has to bear a loss (Birasnav, 2014).

14
LO 3: Assess current and future management and leadership skills for the service
sector
P5

Effective management and leadership skills assess the association in order to

accomplish their goals and objectives. The success of the organization Royal Lancaster
London mostly depends on the skills of their leaders and managers. Leaders and
managers play an important role in the success of the industry as they are the one who
is responsible for all the activities in the industry and also overcome various issues with
the help of various skills.

Managers and leader of the company can possess both hard and soft skills. In the
industry of Royal Lancaster London, managers and leaders possess soft skills in order
to accomplish any tasks on a given period of time. These soft skills are mention below:

Effective communication- Effective communication is the most important aspect of

any manager or leader while handling the employees. With the help of effective
communication, leaders and managers of the Royal Lancaster London can
communicate with other employees in order to assign them any task or to solve their
queries (Van Wart, 2013).

Motivation- An effective leader and manager will always motivate their team members
in order to enhance their performance. Motivation is the key to the success of Royal
Lancaster London. A good leader will always motivate their employees which results in
enhancing their performance which asses the association in accomplishing their goals
and objectives.

Positive attitude- Positive attitude is the key to handling tough situations. In the
situations where a company is facing lots of issues related to its financial position. A
positive attitude will assess the leaders and managers to take effective decisions
despite in tough situations. This will be beneficial for the growth of the organization
(Yukl, et. al., 2013).

15
Managers and leaders of the Royal Lancaster London can possess various hard skills
or technical skills in order to enhance the growth of the industry. These hard skills are
mention below:

Strategic planning- Managers and leaders can implement various strategies in the
company in order to improve the productivity of the association more. Implementation of
strategies allow the pioneers to make effective decisions and it gives a clear vision
about the objectives of the association.

Designing- Managers of the association can use this skill in order to design different
products and services. This will assess the organization in enhancing its sales and
develop the productivity of the association more.

16
P6

Managers and leaders of Royal Lancaster London can possess various skills in the
future in order to enhance the growth of the industry. This skills will assess the company
in order to accomplish all their future goals and objectives. These skills can be technical
skills, interpersonal skills, and conceptual skills.

Technical skills- Managers of the Royal Lancaster London can possess various
technical skills in the future in order to enhance the growth of the industry. This
technical skills will allow the managers to take effective decisions in the future.
Managers of the Royal Lancaster London can develop technical skills by applying
several techniques in order to gain the knowledge about production tools, operating
machines of the industry and knowledge about various software’s (Bharwani and
Jauhari, 2013).

Interpersonal skills-Mangers and leaders of the Royal Lancaster London can possess
these skills in the future in order to communicate effectively with other employees and
the workforce. This skills will allow the managers to react quickly on tough situations
and also assess them in coordinating with other employees. Managers of the Royal
Lancaster London can motivate other employees in order to enhance their performance.
Managers of Royal Lancaster London can learn these skills by their past experience
and with the help of an effective communication process (Birasnav, 2014)

Conceptual skills- Manages of Royal Lancaster London can use these skills in the
future in order to enhance the productivity of the industry. These skills will allow the
managers to solve all the problems which are arising in the industry. With the help of
these skills, managers will be able to implement new ideas and strategies in the
industry. These skills can be achieved with the help of deep thinking and commitment
towards the work.

17
M3

Current and future management and leadership skills that are vital for the organization
Royal Lancaster London are as follows:

 Delegate work- Managers of the Royal Lancaster London can identify the
strength of their fellow employees. This will assess them in making a positive
working environment in the industry. Managers can identify the strength of their
fellow employees by observing their work or having a conversation with them.
After identifying the strength of those employees, the manager can assign the
task according to their strengths.
 Integrity and Honesty- Leadership is all about honesty and commitment
towards the work. This skill will allow the managers to take fair decisions in order
to develop the industry more. Integrity will allow the managers to make the most
appropriate decisions which will be beneficial for both the organization and
workforce. This will encourage the workforce to put more efforts into their work
(Orazi, et. al., 2013).
 Collaboration and teamwork- A good leader will always promote the work of
their team members. This will encourage the team members to work hard which
will enhance their performance. Teamwork can be achieved with the help of
meetings and effective communication with the team members. This will provide
more contribution of the team towards the company and enhance the growth of
the company more.

Managers of the Royal Lancaster London can possess these skills currently or even in
the future in order to enhance the growth of the industry.

18
D3 AND D4

In response, change management, leadership, and management skills have developed

in an effective manner. Management skills can be explained as the various skills that a
manager should possess in order to complete any tasks. Managers of the Royal
Lancaster London should possess different abilities in order to accomplish any task on a
given period of time. In the tough situation, managers of the Royal Lancaster London
should possess different skills in order to handle those situations and solve the
problems which are arising in the industry.

Managers can develop these skills with the help of several experiences and by learning.
These abilities assess the managers in order to have appropriate communication with
the other employees. Management skills are also responsible for easy-going activities in
the industry. With change management, it is essential for the leaders and the managers
of the company to implement various changes in their skills (Hechanova and
Cementina-Olpoc, 2013).

These changes can be related to the change in the working culture and the adoption of
new technologies. There are various benefits of changing the skills with change
management as the company will be able to cope with the latest trends and can identify
the latest needs of the customers. Organizational change is the demand in the business
and the leader should develop their skills so that the company will compete in the
market.

19
LO 4 Demonstrate management and leadership skills in a service industry context

P7

Hilton Hotel Vodafone

In the industry of hospitality, leaders of In the industry of telecommunication,
the Hilton hotel can implement change by leaders of the organization Vodafone can
applying Lewin’s change management implement the McKinsey 7 S model. This
model. Leaders of the organization Hilton model will assess the employees the
can vary their leadership skills according importance of change management in the
to this model in order to deal with the industry so that they can deal with the
change management. change management easily.

In the organization Hilton, leaders can In the company Vodafone, leaders can
encourage their employees and implement various strategies in order to
communicate with them in order to solve manage change management. They can
their issues if they are facing any at the make new decisions and implement new
time of change management (Tyssen, et. policies and tactics in order to deal with
al., 2014) change management.
In the company Hilton, leaders can focus In the organization Vodafone, leaders are
on short term goals more as the more focus on the development of the
company's profits mainly depend on their company while dealing with the change
customers. The leaders can divide the management
main goals of the company into the short .
goals in order to manage the change
management

20
M4

There is a big impact of change management on the leadership style and skills as in
order to deal with the change management. Leaders have to change their planning and
implement new strategies in the organization so that the association can be able to
generate more profits. In order to deal with change management, a leader can change
their leadership style and can adopt transformational leadership. Transformational
leadership will assess the leaders of the organization because this leadership contains
much more energy and commitment which will help the elders in order to accomplish
the outcomes. Transformational leadership will allow the leaders to take an effective
decision at the time of change management which will be beneficial for the growth of the
company. At the time of change management, it is necessary to take quick and effective
decisions due to which it is essential for the leaders to change their leadership style and
adopt transformation leadership style (Aarons, et. al., 2015).

21
Conclusion

From the above study, it can be concluded that leadership plays an important role in the
success of the organization. In the context of the hospitality sector, strategic and
autocratic leadership style is the most appropriate style. This leadership style
encourages the employees which assess them in enhancing their performance. This
report concludes with the different skills possess by the managers and the leaders in
the company Royal Lancaster London and the significance of these skills in the success
of the association. In the end, the report concludes the effects of change management
on the working of the organization and the role leaders and managers in order to
overcome change management.

22
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