Contemporary Hospitality Industry: Business Types, Operational Roles, and Skill Gaps

This report explores the contemporary hospitality industry, including the different business types, operational and functional divisions, and skill gaps in operational roles. It also discusses the contributions of the hospitality sector to local, national, and international economies. The report concludes with recommendations for addressing skill gaps in the industry.

About Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Exploring number of distinct kinds of business in hospitality industry addition to diverse
products and services they offers.................................................................................................1
Examining range of functional and operational divisions in the selected hospitality business...2
Discussion on contributions of hospitality sector in range of economies....................................3
Review of relationships of operational and functional units in hospitality business...................3
Assessing the ways to use franchising and licensing agreements have influenced global
development of hospitality...........................................................................................................3
Assessing the ways global growth, franchising and licensing developments contributed in
economic worth of hospitality industry.......................................................................................4
TASK 2............................................................................................................................................4
Investigating range of distinct operational roles in hospitality industry .....................................4
Examining skills required for roles in the industry and current skill shortages...........................5
Reviewing skill gaps in hospitality industry in context to range of operational roles.................5
Analysing impacts of skill gaps on hospitality businesses and valid solutions to address the
skill gaps......................................................................................................................................5
TASK 3............................................................................................................................................6
Covered in PPT............................................................................................................................6
TASK 4............................................................................................................................................6
Covered in PPT............................................................................................................................6
CONCLUSION ...............................................................................................................................6
REFERENCES ...............................................................................................................................7

INTRODUCTION
Hospitality company is broad-brimmed category of battlefield in services sector which
engrosses meals and beverage facilities, transportation, lodging and so on. Hotels, restaurants,
bars etc are part of it. In past years, the industry have attained huge growth and have contributed
in developing economy (Chan and Hsu, 2016) . Present report is prepared on Baglioni Hotel
which a complete haven of sumptuous simplicity as well as tranquillity in most exclusive,
elegant along with celebrated part of city of London, UK. The business have plans for expansion
in Asia and for this, it is looking for new investors.
The report covers number of businesses types in field of hospitality industry, extent of
operational as well as functional divisions, contribution of while industry in local, national
addition to international economies. It further includes different operational roles and skills
required for the roles. It also reviews skills gaps for distinct operational roles.
TASK 1
Exploring number of distinct kinds of business in hospitality industry addition to diverse
products and services they offers
Hospitality business refers to establishments which offers products and services to
travellers or vacationers. Baglioni Hotel is leading hospitality business which meets needs and
choices of its guests and also contributes immensely in international economic output. Following
are different business types in the hospitality industry:
Accommodation: It is short term dwelling in which rooms or places are provided to
guests for staying fr some duration while visiting nearby destinations. Budget hotels, boutique
hotel, spa hotel and luxury hotel are certain top players of accommodation business (Cheng and
Chen, 2017). Baglioni Hotel is one accommodation business in hospitality industry which goes
from bed, repast, dwelling offices etc that provides lodging administrations.
Food and beverages: The other business in hospitality sector is food an beverage which
prepares and arranges food for presenting to at customer table. Fine dining, fast food and so on
are some popular types of food and beverage business in the field. Baglioni Hotel is served by
Ristorante Brunello that is expert in Meditterian Food including Italian cuisine as well as uses
fresh ingredients and components to serve customers.
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Baglioni Hotel offers different types of products and services within hospitality industry.
Its key products includes food, transportation modes, amenities, banks, business centre, rooms
and conference halls. At same time, services offered to guests are courtesy, customer delight,
grooming, behaviour, service style, assistance, online facilities and quick response (Huang and
et.al., 2016).
Examining range of functional and operational divisions in the selected hospitality business
In hospitality organisation, organisational structure is based on behaviour, employee size
and other factors. Baglioni Hotel is a large sized organisation in which hierarchical
organisational structure is followed with pre defined roles as well as departments. Following are
functional addition to operational department which conducts diverse number of activities:
Operational department
Administration of organisational practices for developing highest efficiency level is done
by operational department. In Baglioni Hotel, following are categorisation of operational
department:
 Housekeeping department: It is majorly accountable for ensuring guest rooms,
restrooms, common areas and nearby surroundings are clean together with ready to use
(Jones, Hillier and Comfort, 2016). At Baglioni Hotel, housekeeping department carry
out deep cleaning of rooms or places of visit once guests check out so to ensure new
guests enjoys pristine suites and other products and services. Front office department: This is first contact point of guests in hotels. In Baglioni
Hotel, front office department have responsibilities for making reservations, welcoming
guests in professional ways, assigning them rooms as per bookings and deals with
complaints or solve queries.
Functional department
Grouping activities addition to processes as per organisational requirements in achieving
tasks are done by functional department. At Baglioni Hotel, following are range of functional
department:
Purchase department: Also known as procurement department. In Baglioni Hotel,
purchase department look after access of best quality of equipments, raw components, materials
and other products at competitive prices on order to enable effective operations.
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HR department: It carries out diverse number of tasks in a business (Kang and Et. Al,
2012). In context to Baglioni Hotel, HR department designs jobs, create occupation
responsibilities, person specification, makes advertisements on appropriate platforms, recruit and
select candidates, train them, set compensation and retain personnel.
Discussion on contributions of hospitality sector in range of economies
Hospitality industry have attained huge growth across globe. In UK, more than 460000
hotels together with guest houses caters requirements of guests or vacationers to attain
investment returns and develop economies. Key players in hospitality industry are Clayton
Hotels, Cromlix Hotels, Baglioni Hotel and other restaurants contributes in different level of
economy with their practices. In local economy, contributions of hospitality industry are through
improving employment or providing more jobs to local residents and enhances the way the make
the livings results in huge contributions in development in local economy in UK. At same time,
the hotels in the industry makes contributions in national economy through spending on
infrastructure facilities and attracting visitors to tradition, culture and heritage of nation.
Furthermore, wide type of taxes are paid and reciprocal relations with other sectors are build
which improves development of economy at national level (Kandampully, Zhang and Jaakkola,
2018). In international economy, hospitality industry contributes through expanding in other
nations and upgrading expectations of daily amenities for foreigners develops global economies.
Review of relationships of operational and functional units in hospitality business
It has been reviewed that units of operational and functional have strong relationships in
hospitality business. At Baglioni Hotel, decision making by managers of operational units are
related with working of functional units and vice versa. When one unit makes some changes in
activities then the other also modifies its activities accordingly that shows that there is positive
relationship among operational and functional units of company (Kim and et.al., 2018).
Assessing the ways to use franchising and licensing agreements have influenced global
development of hospitality
It has been accessed that usage of franchising along with licensing agreements have
influenced international development of entire hospitality sector. Licensing agreement gives
rights to produce along sell goods and services or apply trademark, use patented technology to
work for development (Pirani and Arafat, 2016). By using franchise mode, any hotel can work in
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other nations and meet requirements of people of the nations through offering effective products
and services that results in growth of hospitality sector at heights.
Assessing the ways global growth, franchising and licensing developments contributed in
economic worth of hospitality industry
Global growth, licensing agreements as well as franchising have contributed largely in
economic worth of hospitality sector. All these contributes indirectly as global growth and
franchising helps hospitality business such as Baglioni Hotel to generates income through
providing its products like entertainment venues, rooms and others in other nations that create
awareness among people about the industry and develops it further. At same time, licensing
agreements allows hotels to quickly and easily make entry in international market to perform
operations resulting in development of industry (Ozturk, 2016).
TASK 2
Investigating range of distinct operational roles in hospitality industry
Diverse number of operational roles engage in common activities of company to meet
objectives. Following are different operational roles which plays essential functions in Baglioni
Hotel:
 Role of housekeeping: Keeping guest rooms and other nearby places clean and tidy is
major role of housekeeping in hospitality sector. Entire housekeeping team of Baglioni
Hotel have role of having details in room ranging from cleanliness of beds or sheets to
maintaining stock of toiletries.
 Role of maintenance: In present world, best quality utilities along with electronics can
break as well as malfunction (Wang, 2016). In Baglioni Hotel, role of maintenance
department is to ensure maximum efficiency together with availability of utilities,
production tools and other facilities at optimal cost for providing safe, secure and healthy
work climate.
 Role of front office: in hotel company, no operational segment is indispensable. The
department have role of taking together with handling bookings, constantly contacting
with clients and meet exact requirements of guest at Baglioni Hotel.
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Examining skills required for roles in the industry and current skill shortages
Skills are said to abilities to perform activities or tasks with determined outcomes within
provided energy, time and other factors. For are certain skills that are required for different roles
in Baglioni Hotel:
Team working skills: These are essential for work success as working effectively with
managers, clients and colleagues at workplace assists in completing activities promptly and
creating enjoyable environment (Chan and Hsu, 2016). For different roles in Baglioni Hotel,
team working skill is important as it allows manpower to coordinate activities well with others
and accomplishing career objectives, building rapport and connections. All these open wide
opportunities for future.
Customer handling skill: Abilities to handle customers problems addition to complaints
is vital in roles of hospitality industry. Within operational roles in hospitality business, customer
handling skill is the significant for properly addressing one on one action and having proper
interactions with customers. In Baglioni Hotel, through customer handling skills, front officers
are able to understand requirements of guest and handle them properly.
Current skill shortage:
Back to days, professionals like software developers, chefs, doctors, computer engineers
were hard to find employees. Earlier, it was true that education was not available for all people
which lacked professionalism in the hospitality field. However, skill shortage are increasing day
by day in hospitality industry as people of UK believe that it is golden age to eat out because of
wide options available for eating and drinking companies (Jones, Hillier and Comfort, 2016). In
Baglioni Hotel, main reasons of current skill shortage are political landscape, perceptions of
people that the industry offers low skilled as well as low paid jobs.
Reviewing skill gaps in hospitality industry in context to range of operational roles
In context to operational roles, it is reviewed that current required skills are customer
handling and team working skills. However, Baglioni Hotel lacks people with these skills that
creates skill gaps to operate wide number of tasks and achieve business goals.
Analysing impacts of skill gaps on hospitality businesses and valid solutions to address the skill
gaps
Skill gaps impacts drastically on hospitality sector. Some of its impacts are seen as
uncertainties of undocumented employees, less growth in other nations and hurdles in attaining
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objectives (Pirani and Arafat, 2016). To address skill gaps, it is suggested to Baglioni Hotel that
proper training must be provided to local employees so that they can gain cultural awareness
along with create work atmosphere which is less stressful and rewarding. The other option for
addressing skill gaps is hiring students with diverse skills.
TASK 3
Covered in PPT
TASK 4
Covered in PPT
CONCLUSION
It have been concluded from the report that restaurants, entertainment, casinos, hotels and
other related services are part of hospitality industry. Accommodation, food and beverage are
business types in hospitality sector that serves products including business centre, conference
halls, rooms and so on addition to service such as online facilities, grooming, quick response and
many more. Operational department is composition of front office, housekeeping and so on.
Functional department is bunch of marketing, HR, accounting and purchase. Skills needed for
operational roles are customer handling, team working, problem solving and cultural awareness.
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REFERENCES
Books and Journals:
Chan, E. S. and Hsu, C. H., 2016. Environmental management research in hospitality.
International Journal of Contemporary Hospitality Management.
Cheng, J. C. and Chen, C. Y., 2017. Job resourcefulness, work engagement and prosocial service
behaviors in the hospitality industry. International Journal of Contemporary Hospitality
Management.
Huang, J. and et.al., 2016. The impact of CEO servant leadership on firm performance in the
hospitality industry. International Journal of Contemporary Hospitality Management.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry.
International Journal of Contemporary Hospitality Management.
Kandampully, J., Zhang, T. C. and Jaakkola, E., 2018. Customer experience management in
hospitality. International Journal of Contemporary Hospitality Management.
Kang, K. H. and Et. Al, 2012. Consumers’ willingness to pay for green initiatives of the hotel
industry. International Journal of Hospitality Management. 31(2). pp.564-572.
Kim, H. L. and et.al., 2018. The effects of corporate social responsibility (CSR) on employee
well-being in the hospitality industry. International Journal of Contemporary
Hospitality Management.
Ozturk, A. B., 2016. Customer acceptance of cashless payment systems in the hospitality
industry. International Journal of Contemporary Hospitality Management.
Pirani, S. I. and Arafat, H. A., 2016. Reduction of food waste generation in the hospitality
industry. Journal of Cleaner Production, 132, pp.129-145.
Wang, C. J., 2016. Does leader-member exchange enhance performance in the hospitality
industry?. International Journal of Contemporary Hospitality Management.
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