Pearl Manor Hotel: A Case Study on Leadership and Change Management in the Service Industry

Submission Front Sheet

Assignment Code:	ABRQF0019H5HA
Programme:	BTEC HND in Hospitality Management (RQF)
Unit Title and Number:	Leadership and Management for Service Industry (Unit 5)
RQF Level:	4
Code:	D/616/1792
Credit value:	15 credits
Module Tutor:	Dr Henry Aluko
Email:	h.aluko@mrcollege.ac.uk
Date Set:	08/09/2020	Distribution Date		30/09/2020
Student’s name	Cristina Gradinaru
Registration number	25195
Date	14/12/2020
Learner’s statement of authenticity I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. I have identified and acknowledged all sources used in this assignment and have referenced according to the Harvard referencing system. I have read and understood the Plagiarism and Collusion section provided with the assignment brief and understood the consequences of plagiarising. Signature: Gradinaru Date: 14/12/2020
First Submission?	yes		Second Submission?
Word Count (max.3500)	4077
Turnitin %
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Table of Contents

Introduction

Pearl Manor Hotel is a luxury hotel for the leisure travellers and customers in the UK. This report will discuss the internal and the external factors that affect the working of the organisation. Secondly, discussions held on the hard and soft skills of the leadership styles of the current organisation. Thirdly, future leadership and management skills are discussed. The changes that have taken place on the three famous hotels on a basis of comparison done in the report.

Investigate the internal and external factors that influence management styles and structures in a selected service industry organisation

The internal factors of the company are,

Occupational category and level of hierarchy: This factor influences the management styles of an organisation by bringing order and security to a company. In the The Pearl Manor Hotel context, this factor can help managers to lead their workers, so that every worker has a certain position in the organisation and a well-established list of duties. If this factor is overly pronounced the actions can be considered as “Authoritarian management style” and can lead to distrust and fear between categories, and this will destroy the welcoming and warm feeling that a hotel needs to have .

Culture of the organisations: “Organisational culture can be defined as the underlying assumptions, beliefs, ways and values of communication that guide and inform the actions of all workers (Rahimi, 2017)”. A factor like this can help the managers to adopt “Visionary management style” which can lead to better performances especially if the workers need a dose of inspiration every day. The culture of The Pearl Manor Hotel can be improved if the managers show through their actions the importance of collaborative working and a healthy work-life balance. The impact of this influence is largely positive as aligning the management style and structure of managers with the workplace culture helps to guide employees more satisfactorily.

Employee engagement and commitment: “Employee engagement refers to the level of attachment that workers feel for their workplace or job role” (Singh et al., 2016). This factor influences the management styles of leaders as they feel compelled to offer feedback, provide support and recognise the hard work of their workers in orders to convince them to work hard and generate higher productivity. This factor describes “Servant Leadership management style” that can bring to the hotel industry strong bonds between managers and employee so that the workspace can attract more hires. The influence is positive to a significant extent as the management styles taking employee engagement into consideration means highly motivated workers and greater guest satisfaction.

The external factors of the company are,

Management of the diverse talent:

Talent management refers to the process used to identify vacant positions and hiring the right person by developing the expertise and skills of workers” (Claus, 2019). This factor influences the management structure and styles of Pearl Manor Hotel as it encourages the management authorities to train and mentor workers to match the skills as demanded by the job position, they are responsible to handle. The influence of this factor is positive as talent management ensures that managers treat workers in just the way that they need to be treated in order to become valuable assets of the hotel. This factor cand help the manager to adapt “Servant Leadership management style” which brings more bounds and strong relationships in the organisation.

Movement to customised practices: This factor deals with shifting from conventionally accepted practices to practices that are customised as per the needs and requirements of leaders and workers. It most definitely influences managerial styles, as managers at Pearl Manor Hotel tend to approach a situation or activity by taking the needs and requirements of the workers into consideration. The impact of this can be assumed to be positive as customising the practices based on worker requirements results in greater employee motivation and loyalty.

Digital innovation: This factor implies the use of digital technology within an organisation to carry out business functions (Nambisan et al., 2017). Digital inovations had a great influece on the management style as it is more easy to interact with all workers and receive feedback. Due to this change, the leaders can adapt more easily an “Democratic management style” and this can make the employees feel more valued which can lead to better performances

Assessment of current management and leadership ‘hard and soft’ skills

Leadership skills are the skills that used while organising and making the people work while functioning of the company (Cole and Kelly, 1996). The leadership skills are the skills that a leader possesses while the company is working and control the working of employees. The leadership skills are beneficial as it makes the leader very professional and important for the working. Leaders, who possess skills can nurture and control the employees of the company in a good way (cipd.co.uk, 2020). Pearl Manor Hotel can use the leadership skills for the leaders as it will make the leaders of the company an active listener and also empathetic towards the working of the hotel (MacKenzie, 2016).

Hard leadership skills: This leadership skill referred as hard as it is hard to perform, unyielding, not at all penetrable. It is also referred to as certainty and strength. Certainty means the stableness and rigidness in the work culture that is unmovable and strong (Moldoveanueu and NarayanDas, 2019).

The leadership skills that are required for the working of the organisation are,

Leadership skill: This skill helps leaders to lead their workers in a way that helps them to succeed under pressure and generate higher productivity among workers. The point of this skill is to motivate workers so that they will do their work out of love and interest.In the Pearl Manor Hotel context, this skill will develop a community of workers filled with admiration so that clients will feel the warmth too.

Communication skill: Communicating clearly with workers helps to ensure that they are able to put across their opinions and points succinctly and have clear understanding of their roles and responsibilities. This skill is important to a hotel because workers can reach the leader so that every misunderstanding or mistake will be addressed in time and the clients will not have a negative experience because of that.

Teamwork skills: Effective teamwork skills go a long way in helping workers to work in close collaboration with each other and efficiently exchange knowledge and skills amongst each other This skill is helping the hotel to have a community of workers that help each other, so that every problem will be solved through teamwork and will not put pressure on a single worker.

Soft leadership skills: This leadership skill refers to soft, and very easy to pass through yielding and penetrable. This leadership skill lacks certainty and rigidness in its working culture (Sao, 2017).

The management skill as required for the working of the organisation,

Greater self-awareness skill: “This skill helps leaders and workers to be well aware of not only their surroundings but also of their own selves in terms of their own strengths and limitations and how they can work on their back points” (Hayat Bhatti, et al, 2020). This skill helps managers to evaluate their powers and establish the targets and the deadlines precisely, so that there will not be too much pressure on workers to meet the tasks. The hotel business can only benefit from this skill as the expectations of the clients will be at the level of the workers can give.

Good listening skills: “This skill helps leaders and workers to ensure that all workers engage in active listening and listen and understand what is being said and for what reason” (Aprianto, 2018). This skill may be important to the Pearl Manor Hotel because it basically leads workers to talk more about the internal problems, and the manager can have a good insight of what is actually happening in the organisation or what clients think of the services, because the workers have more contact with them along their journey.

Ability to delegate tasks: “This skill helps the senior management and staff at the Pearl Manor Hotel to distribute tasks uniformly among all workers and allocate the right responsibilities to the right staff members” (Lubars and Tan, 2019). This skill ensures that every worker will receive a task that he can complete and would be happy to do, and a happy and fulfilled worker is good for business.

Future management and leadership skills required by the service sector and how they can be achieved

Future leadership skills are those skills that are important to be in the leader as the current skills of leader will not be applicable and function of the company based on future skills that the leader should possess while employed in the company. The leadership skills are beneficial for the leader as it helps in the improvement of the functions that the leader performs. The leader needs to update him with all the skills that will be essential for the future working of Pearl Manor Hotel.

Technology management skill: This skill helps the senior management at Pearl Manor Hotel to utilise and manage technology with ease while also introducing innovation in the workplace practices (Ovbiagele and Mgbonyebi, 2018). If the leader posses’ technology skill then he will be able to assist the worker in future regarding any technological faults and misleads. This will also assist the Pearl manor Hotel in getting a good leader that may help in bringing future innovation.
In order to develop this skill a manager should be in a continuous learning state and be aware of the latest news in this area.

Soft skill assessment: This skill is useful for maintaining the effective assessment of soft skills within the hotel by conducting regular assessments of existing soft skills of the workers during briefings (Ibrahim et al., 2017). The point of this skill is to help people to understand what they can and how they can improve in order to help the team. In order to possess this skill a manager should be completely honest with themselves and with the workers as well. This skill can be achieved by trying to develop self awareness and communication.

Diverse team management skill: This skill helps leaders at the Pearl Manor Hotel to maintain diverse team management skills by organising weekly team bonding activities to strengthen the relations between team members (Ratajczak, 2020). This skill is one of the most important to a hotel business because if a manager can’t deal with a diverse team then he can’t deal with a much more diverse crowd of clients. In order to maintain a diverse team a lead needs to ensure that everyone feels comfortable in their position and their work aligns with their values and aspirations. To achieve that, they should train their communication and listening skills.

Transparency: The senior authorities at the hotel use this skill to ensure transparency by creating open communication channels between the workers and management as well as among the staff members (Robertson, 2019). The transparency in a company gives workers more trust, so they can build healthy relationships between levels and feel more secure when they are working. The transparency can also improve worker’s efficiency because they have the whole picture of what’s happening. To achieve the transparency a manager should start by engaging workers into more details about what pricing, revenue, growth and goal-tracking.

Result only works focus: This strategy focuses on paying workers for their results rather than their working hours.In the specific hotel business this strategy can motivate the workers to rather work smart than work hard and it can be adapted to a principle like having a satisfied customer and positive reviews will bring more rewards. Implementing this strategy will lead to more happy customers which is great to the hotel. To achieve this strategy there should be implemented a good CRM system.

Compare and contrast different service industry organisations change management systems and leadership in implementing change

Change in technology affects the Pearl Manor as it refers to the increase in the outputs with a specific number of outputs that is possible with the specific amount of outputs with the help of the innovation, invention and the diffusion process used for adjusting in the company. The change in technology affects the needs and wants of the organisation. This also involves the usage of new technologies and the incorporation of the effective technologies in the working structure (Islam, et al., 2016). The change process model of the technology is effective as there are specific things required for the performance. The change process model helps in bringing the new changes and new inventions in the working of the environment. The process model is the important factor for the purpose of the introduction of the varied changes in the organisation and affects the functioning of the company. The objective of the whole working structure is to increase the productivity, escalation in the quality of the services provided by the Pearl Manor Hotel.

According to Lewin change model, the stages that incorporated in the model are described underneath,

Figure 1: Lewin change management model

(Source: Model, 2020)

Unfreeze: This is the first stage of the change model that includes the freeze of the issues and the conflicts that are required for the development of the Pearl Manor Hotel. In this stage, the company is segregated and the points where it can develop is outshined in this process. The loopholes, problems and all the flaws laid flat in front of the workers and leaders (Model, 2020. Then the problems are being analysed which refers to the working for better results. The unfreezing procedure makes the working of pearl manor hotel transparent in front of the employees of the company.

Change: After the segregation of the working done, the hotel needs to form the required changes that will let the improvement of the structure and end the imperfections. The flaws and the loopholes need to be controlled in this stage, as it will help the company by moving towards a foolproof and flawless working structure. The company is done with the help of change that this stage brings. These final changes done to the imperfections and after dismantle of the working. At this stage, the workers and the company can also perceive the changes that needed for the company (Model, 2020).

Freeze: After the changes are done and the loopholes of company are controlled, the working mechanism and the whole procedure gets frozen and locked. This helps in the development of the company and the freezing techniques assist in locking and making sure of all the changes that are brought during the change theory. The change mechanism is required for locking and the modification of the whole working structure as done in this process of freezing. The last stage is all about rewarding the employees and developing the working procedure of the same that will let the workers be motivated.

Management of successful implementation of change as a leader

Vision: As a leader, it is the supreme responsibility of the person to discuss about the vision and the working of the Pearl Manor Hotel (Wang, et al., 2019).

Engage staff: The staffs that will be beneficial for the contribution of the activities of the Pearl Manor Hotel is required.

Be a catalyst: The responsibility of the leader is to be a catalyst for the operation and act as a link between the company and the employers (Bonnell, et al., 2019).

Be a guide: It is the responsibility of the leader to act like a guide for the engagement and the working of the employers. The leader is the navigator of the whole Pearl Manor Hotel.

Translate it into action: The work of the organisation is translated into severe action and the individual roles of the company (Terho, et al., 2017).

Participation: The participation in the employers by the leaders is the functioning of the Pearl Manor Hotel that is required for the particular purpose.

Manage the emotional aspects: The leader and the worker of the company links the employee with the emotional aspect of the Pearl Manor Hotel.

Deal with the power issues: The power issues are dealt with the position. The power issues are important for the functioning of the Pearl Manor Hotel.

Train and provide coaching: The coaching and the training of the company is provided to the employees so that they can contribute for the working of the Pearl Manor.

Focus on communication: The appearance should also focus on the lines of communication where a good communication can be followed between the employers and the leaders of the Pearl Manor Hotel (Yang, et al., 2020).

Comparing and contrasting the change management systems and leadership in implementing change

Basis of comparison	Pearl Manor, UK	Premier Inn Hotel, UK
Situational approach	Dissimilarity: This approach is used in the Pearl Manor Hotel as the situation demands. The leaders of the company are totally dependent on the kind of situation that it demands. Similarity: For instance, during peak seasons, the leaders try to adopt a motivating approach to encourage the staff to work hard at generating greater guest satisfaction. While during the lean season, the leaders adopt a more laidback approach and do not put as much pressure on the staff to perform.	Dissimilarity: In the Premier Inn, the approach is used addressing the needs and concerns of the workers and staffs and leading them accordingly. This approach has helped the hotel to become a sustainability leader in the hospitality industry (edie.net, 2020). Similarity: Therefore, it can be observed that both hotels being part of the service industry focus mainly on the satisfaction and contentment of their guests. Moreover, the situational approach in both hotels is used as per the requirements of a given situation.
Transformational approach	Dissimilarity: The transformational approach for the Pearl Manor Hotel is used, as there are requirement for the transformation and development of the working of the company. The authorities use this approach to encourage, motivate and inspire employees to create change that shall help the organisation to grow and achieve further success.	Dissimilarity: The leaders of Premier Inn do not necessarily opt for this leadership approach as they are of the belief that the risks that they might take might at times be perceived to be unnecessary and excessive by their staff and affect staff engagement and overall performance of the organisation (Mgqibi, 2019).
Inspirational approach	Similarity: The leaders at Pearl Manor Hotel use this approach with the aim to inspire their staff to perform in the best possible way and ensure the highest satisfaction of the guests. Dissimilarity: However, what differentiates them from others in the industry is in their style to inspire their employees; the leaders try to recognise the accomplishments of their staff almost on a daily basis in order to uplift their morale.	In the Premier Inn the leaders use the approach in order to inspire and develop the working structure of company. For instance, the leaders of Premier Inn have been named among the top leaders who have embraced diversity and inclusion in their organisation (thecaterer.com, 2015). Similarity: It might be observed that both Pearl Manor and Premier Inn leaders use the inspirational approach as a means to help their staff stay motivated all throughout and deliver highest quality performance.
Task-orientation approach	Similarity: The leaders use this approach so that the workers of the hotel to be trained for a better purpose and working. The authorities seem to place significant emphasis on the plans, structure, and schedules to get things done. The idea is to ensure that all necessary tasks of the staff are carried out in the most efficient and economic manner possible.	Dissimilarity: The leaders of Premium Inn use the approach for the identification of the factors that are used for the task performance and better evaluation of the given task to the workers. Similarity: Therefore, it might be observed that the task-oriented approach is also suitable for both firms to help leaders to guide their subordinates in ways that encourages them to prioritise and complete their tasks on time and with the highest efficiency possible.
Relationship-orientation approach	Dissimilarity: The focus of the leaders is on the building of a good relation between the workers and leaders. The leaders are more inclined towards ensuring the motivation and satisfaction levels of their employees as a means to retain them for longer period.	Dissimilarity: This approach is not be followed by the leaders of the company as the hotel fails to build a good relation with the workers. This is evidenced by a campaign that the senior management of Premier Inn engaged in that centred on aligning the organisation and all of the staff members to boost guest satisfaction (getmemedia.com, 2020).

Influence of change management on leadership approaches

It might also be observed that in Premier Inn Hotel in the UK, the change policies that are often implemented by the authorities to improve guest services impact leadership styles and skills significantly. For example, the recent talks surrounding the restructuring of the management structure of the hotel to fund growth and expansion plans has prompted the General Manager and other board members to make alterations in their approach to leading the staff towards successful achievement of targets and goals (spglobal.com, 2018). The positive aspect of this influence is that the staff members are able to deliver high quality output under the direction and support of the senior managers. However, on the negative side, the resistance of some employees towards certain change policies make the entire process complex and challenging.

Conclusion

Pearl Manor Hotel is a recently built hotel headquartered in United Kingdom. The main motive of the hotel is customer satisfaction along with earning profits. The positive side of the hotel is that it uses effective and sustainable leadership for work. Along with that, it has updated the working of the organisation by introducing changes in the organisation. The negative side of the hotel is it is not that affordable by the middle class slabs of the population. The hotel faces a lot of competition from the Airbnb,which introduced in the service industry.

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