Analysis of Hospitality Industry Issues

Running head: ANALYSIS OF HOSPITALITY INDUSTRY ISSUES
ANALYSIS OF HOSPITALITY INDUSTRY ISSUES
Name of the Student
Name of the University
Author Note

1ANALYSIS OF HOSPITALITY INDUSTRY ISSUES
Introduction
As opined by D’Annunzio-Green (2018), hospitality industry is considered to be
broad category in the fields that exists within the service based industry. The services that are
provided to the consumers in hospitality industry include, lodging, food and drinking based
services, theme parks, cruise line, transportation, travelling and many other fields as well.
The organizations that operate in the hospitality based industry are able to fulfil the needs of
customers and the services that are provided to them are considered to be the most important
part of their operations. The hotel based organizations are significant to the hospitality
industry.
The report will be based on the analysis that is related to the case study of The
Imperial Hotel that has its operations in the hospitality industry of the United Kingdom. The
hotel is managed as a part of the well-known chain of four star based hotel group that is
known as the Star Hotels. The Star Hotels Group operates more than 25 hotels in different
parts of the country. The hotel is located at the heart of West End in London (Deery and Jago
2015). The organization is able to cater to the needs of different international tourists and
business based guests. The issues and challenges that have been faced by the organization
will also be discussed in the report. One of the major problems that have been considered by
the new General Manager of the hotel is based on the performance levels of the back end
staff. The ways by which the issue can be resolved will also be discussed in the report (Hon
and Lui 2016).
Analysis based on the individual problem
Imperial Hotel has started facing many issues related to poor levels of guest
satisfaction, high levels of staff turnover, negative work based culture that has been
developed, performance of front house staff and performance of back end staff as well. The

2ANALYSIS OF HOSPITALITY INDUSTRY ISSUES
issue that will be analysed in the report will be based on the performance issues of the back
end staff. The staffing process in housekeeping department of the organization has been
considered to be a major challenge for more than 400 rooms that are a part of the hotel. The
rates of staff turnover in the department are high and this has caused issues in the operating
costs (Huang et al. 2016).
As discussed by Kandampully, Zhang and Bilgihan (2015), the administration staff of
the department are also not able to maintain the ways by which the employees in this
department are able to perform. This had forced the company to appoint a recruitment based
organization named ABC International for the purpose of filling different positions in the
back end operations of the hotel. The issues mainly started after the appointment of Spanish
staff in different positions in the hotel. The work process that has been followed by the
Spanish staff is different from the in-house staff who are a part of the organization.
According to Kandampully, Zhang and Jaakkola (2018), the levels of coordination
between the Spanish staff and in-house staff were low. The expense that is being incurred by
the organization in order to employ staff with the help of the recruitment agency was also
quite high. However, the company has not received major profits from the staffing based
process that has been implemented in the Imperial Hotel. The training based issues were also
evident in the organization and this further led to the lack of proper satisfaction of the
customers in the industry. The complaints that have been received by the organization from
customers has been a major level of issue which is faced by Imperial Hotel (King 2017).
Staffing and recruiting in organizations
As discussed by Litvin, Goldsmith and Pan (2018), staffing based activities that are
conducted by the organizations in the hospitality industry is considered to be the most
important factor that is able to affect the ways by which services are offered to the

3ANALYSIS OF HOSPITALITY INDUSTRY ISSUES
consumers. The high rates of staff turnover are considered to be a major factor that is able to
affect the ways by which the service based organizations are able to operate in the hospitality
industry. The turnover of staff is considered to be a major factor that has an impact on the
profitability levels and operations of the organizations.
As argued Litvin, Goldsmith and Pan (2018), the human resource management based
issues that have been faced by the organizations are related to the ways by which staffs are
able to provide their services. The staffing based issues are also related to the levels of
diversity among the employees. The different types of employees who belong to various
areas or backgrounds are considered to be important for the development of an effective
employee base for the organization. The various terms that are used by the human resource
managers in the organizations include, recruiting and staffing.
According to Madera et al. (2017), the processes and factors that are a part of the two
major activities related to the human resource management functions are considered to be
important for the ways by which they can be differentiated from each other. The process of
staffing is mainly based on the ways by which the short term based roles are fulfilled within
the organizations. On the other hand, recruitment is based on the process that is implemented
for fulfilling the full-time based requirements of the organization.
The process of staffing is short and requires less amounts of time as the company in
this case aims at hiring fast and fulfil the needs. The time that is required for the purpose of
completing the recruitment based process is higher in comparison to the staffing process.
Staffing of the skills is based on the sourcing of candidates who have specialized skills.
Recruitment on the other hand is based on the ways by which employees who are currently
looking for jobs can be provided with opportunities (Manoharan and Singal 2019).