Hospitality Industry Employee Engagement

This assignment delves into the crucial topic of employee engagement within the hospitality industry. It examines various factors impacting employee well-being and commitment, including burnout stemming from emotional labor and the influence of service experiences on guest satisfaction. The analysis draws upon a collection of research articles covering diverse aspects like work-life balance, career prospects, and the impact of emerging technologies. Students are expected to synthesize these findings to understand the complex dynamics shaping employee engagement in this dynamic sector.

COMTEMPORARY
HOSPITALITY
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................1
Task A Research report describing the hospitality industry............................................................1
1.1 Structures of the current scale, scope and diversity of the hospitality industry...............1
1.2 organisational structure of different hospitality industries...............................................3
1.3 Role of hospitality related organisations and professional bodies in the hospitality industry
................................................................................................................................................4
2.1 Staffing requirements of different hospitality industries..................................................5
2.2 Roles, responsibilities and qualification requirements of hospitality staff.......................6
3.2 The current image of the industry....................................................................................8
TASK B Review of recent development.........................................................................................8
3.1 Operational, managerial and legislative issues resulting from recent developments
affecting the hospitality industry............................................................................................8
4.1 Future trends and developments in hospitality...............................................................10
4.2 An impact analysis of those predicted trends and developments...................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Hospitality industry has been becoming the most revenue generating industry in the various
countries. It is the most significant industry in the tour and travel sector. Other than that it is an
independent sector as well. It is being said that in UK alone there are approximately 180,000
hospitality and leisure establishments which employ more than 2 million people. As hospitality
industry is very big which includes several others small sectors such as hotels, pubs and
restaurants etc. When it comes to the economy, Hospitality industry is one of the major
contributor sectors in the UK’s economy. In 2006 this particular sector earned a turnover of
approximately 65 billion GBP. This sector is totally dependent on confidence and perception of
consumers and business sentiments and since last 5-6 years especially after Eurozone crisis of
Europe. It have been stated that there is pressure in this sector to make it innovative and serve
best and excellence services to the customers of the globe. With delicacy in economy and UK
government's gravity measures this part has been seeing a stifled spending affecting the general
development of the segment. This task is centred on investigations of accommodation part, its
structure, staffing, late improvements and potential patterns influencing this division. The report
will talk about in insight about the scale and scope of accommodation industry by taking the case
of McDonald. The report will comprehend the example of overcoming adversity of this chain of
hotels and talked about in detail unique parts of it with respect to tourism and hospitality
industry on the large.
Task A Research report describing the hospitality industry
1.1 Structures of the current scale, scope and diversity of the hospitality industry
In 2012 and 2013, Hospitality industry has been the fourth largest in the UK economy. It
delivers more than 53 billion GBP annually to the economy in Gross Value Added. Hospitality
part has likewise affected the general public decidedly, since it utilizes over 10% of UK's
aggregate workforce. At the end of the day one might say that more than 2.7 million individuals
are utilized in this part. In light of the pattern and development of the segment, British
Hospitality Association (BHA) has anticipated that this segment will include 300,000 new
employments before the finish of 2020. UK's hotel segment incorporates different organizations,
for example, nourishment, refreshments, convenience, contract providing food, bar, clubs and so
forth. As far as socioeconomics UK's accommodation division's workforce is overwhelmed by
females, as over 58% of the workforce is female .Also the business comprises of youthful
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specialists, as 45% of its labourers are less than 30 years old. The scope and size of this industry
is identified with the scope of restaurants and hotels which give administrations and offices to
the tourist travelling in that specific city. This industry is one of rising sector which has gigantic
development viewpoints and potential which can touch skies. If truth to be told in business terms
additionally this industry is one of the biggest ventures which suit huge number of individuals in
itself.
In this industry over 54% individuals work all day where 20% are migrant specialists in
this area, remaining 8% are significantly independently employed. There are a few major players
in this part, for example, Whitbread PLC, Mitchells and Butlers, Compass Group, Hilton
International, Intercontinental Hotel Group (IHG) and McDonald's Restaurants. Aside from
these real hotel players, there are different private company endeavour and medium business
ventures too. UK's cordiality part is at present experiencing through a standout amongst the most
difficult circumstances as the economy stays drowsy in nature. Notwithstanding of moderate
development and wary spending by purchasers, potential for the business is enormous in future,
for instance in 2012 alone 149,000 international tourist from China went by UK which is more
than twofold going by Australia. This demonstrates regardless of moderate economy, there has
been steady increment in the development of part contributed by both inbound and additionally
outbound tourism. The administration structure of various accommodation industries on
worldwide stage is unpredictable process and different nations are buckling down in building
this industry. The market is exceptionally assorted which comprise of different kind of
proprietorship like direct possession on chain of hotels, establishment framework and
authoritative premise on which industry works. At that point additionally there are numerous
worldwide hospitality nations which are concocting numerous techniques to go into worldwide
market. Following are some of those systems are as follows:
 Many renowned brands like McDonalds have begun trading its image from the nation of
origin. These universal brands are McDonalds, Marriott, and Oberoi or TAJ gathering of
hotels.
 There is guest scope for hospitality business which can be effectively abused. There are
various explanations behind which individuals travel to the world and numerous
hospitality organizations are making utilization of it
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1.2 organisational structure of different hospitality industries
Two organisations have been taken in order to explain the structure of the hospitality
industry. From which one is large venture and other is small firm. These two organisations
explain the structure of the hospitality industry of UK in detail. The structures of two firms are
as follows:
A little boutique hotel Organizational structure
In this regard, a little boutique inn in UK named Hamilton's Boutique Hotel have been
taken. This little boutique lodging includes a hierarchical structure that comprises of particular
sub-classifications. A small discussion in this regard has been taken here. This little boutique
lodging significantly comprises of two General Managers who are required regulating particular
sub-classes that are working under them. One of the General Managers has five classifications
beneath them which includes offices like front-work area, review, housekeeping, upkeep and
deals while the other General Manager is overseeing five portions which are HR, sustenance and
drink, bookkeeping, deals and also showcasing. The sub-classification in regard of rooms
comprises of classifications like front-office, reservations, housekeeping, building, clothing,
security, and in addition PBX. The sub-classification for sustenance and drinks comprises of
classifications like creation of nourishment, administrations related with sustenance and in
addition room, refreshment division, tradition and also providing food and managing. The HR's
sub-class comprises of classifications like staffs, enlistment, and furthermore preparing. The sub-
classification for deals and promoting will comprises of the business administrators and last yet
not the slightest the sub-classification for bookkeeping comprises of classifications like back
operations, right hand controllers, obtaining, storeroom, credit frameworks and controller of
nourishment and refreshment. A chart is shown beneath, displaying the hierarchical structure of
a little boutique hotel
Large non-resident centre for conferences and banqueting – Organisational structure
In this regard, let us think about an expansive non-occupant place for gatherings and
banqueting named Elme Hall Hotel that is arranged in UK which comprises of various sub-
classes. The Elme Hall Hotel in UK contains exceptionally upgraded offices in regard of value
for doing meetings. There exists a much improved condition in regard of non-occupant
gatherings and conferences that comprises of meeting suites of various sizes that incorporates a
wide range of occasions related with business. There is additionally the introduction mechanical
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assembly accessible in regard of their inside for gatherings and additionally feasts. The
hierarchical structure of the Elme Hall Hotel comprises of a Room Division Manager who is
dwelling at the best. Underneath the Room Division Manager, there exist three sub-
classifications that comprise of the Guest Relations Manager, Front Office Manager and
Reservation Manager. Below the Guest Relation Manager, there exist the visitor benefit
organizers. The colleague administrator's work is controlled by the Front Office Manager, and
after that the right hand director does the organization of crafted by the senior secretary lastly the
assistant's work is regulated by the senior assistant. The reservation officer's work is directed by
the reservation director and last however not the slightest the phone administrator's work is
controlled by the reservation officer.
1.3 Role of hospitality related organisations and professional bodies in the hospitality industry
The term hospitality is most extreme utilized word and progressively ending up
increasingly mainstream. This part of this industry can inspect by number of ways and it can be
any sort of administration like business, mechanical or open administration. There are four
fundamental capacities accommodation business going from connection between a host and a
visitor, the relationship might be business and private which is likewise related with the
information and experience of the staff who knows how to deal with the clients and give benefit
which brings about most extreme fulfilment and at last embracing a procedure which addresses
the issue of the clients. Administrations in this industry isn't at all like that of other industry as
the greatest significance is given to the administrations as it is the main thing which is being
offered to the general population not at all like other industry where unmistakable products are
given to the client. Cordiality and tourism go as one since powerful accommodation is the main
technique to make progress in tourism industry.
Another critical point which needs a considerable measure of significance is that tourism
industry does not give any unmistakable products to clients which can be seen and felt. The main
thing which is given to the client is encounter which they convey the whole way across the world
and pass on to other individuals. The hospitality business should ensure that the service gave
ought to be best with the goal that all individuals feel great and plan to visit once more. So when
the room arrives in lodging, the main duty of the staff is simply not the giving over the keys. It is
additionally identified with the staff being well disposed, anticipated and supportive to help the
client and enable them to pick up the best of understanding.
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 The British Hospitality Association: The British Hospitality Association otherwise
known as BHA is thought to be one of the real hospitality related associations and
additionally proficient bodies. The real part that is played by the BHA is advancing the
interests of the administrators, marks and also proprietors crosswise over hostels,
eateries, and nourishment administrations, restaurants, and food services, services
apartments, clubs for guest's attractions.
 Springboard UK: The youthful, jobless and people who are in a less priceless position
are being very supportive by the Springboard UK for starting a profession in the hotel
business. This is thought to be a huge open door since the rate of joblessness of youthful
people is thrice the national normal. Springboard UK's part is to elevate the friendliness
business to be the most appropriate work environment, to have an ordeal of the diverse
sorts of occupations. To do this, Springboard Charity does the improvement of
connections with the schools, universities and additionally colleges and furthermore does
the offering of complimentary projects that are associated with education and scopes for
career to assist students and young people less than 25 years of age.
2.1 Staffing requirements of different hospitality industries.
Staffing in the hotel area is driven by the employing of graduates into different
administration and operational part. For instance considering case of a nourishment outlet such
as McDonalds, one might say that today McDonald's utilizes more than 15,000 workers in its
outlets spread crosswise over different urban areas of UK. Staffing in McDonalds comprises
incorporates general nourishment and administration parts, business administrators, back
directors and the fundamental operational staff. Single outlet at any area gives employments to
these many individuals in shifting parts and duties. All in all after are the key occupations which
exist in the cordiality division of UK. Catering Manager, Hotel Manager, Outlet/Restaurant
Manager, Counter boys, Outlet cleaner, Kitchen operation’s in charge, Housekeeping staff etc
are the people who are being required in the hotel or food industry
In this way above are the some parts of the well known people in accommodation segment
with concentrate on McDonalds staffing. Dissimilar to different segments of food and beverage
is an occupied and quick paced part. This implies worker must be ready, adaptable and merry
constantly. Working in outlets, for example, of McDonalds implies that staff needs to work for
more than 8-9 hours for each day. Regarding pay, an association, for example, McDonalds offers
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focused pay in light of the part and duty doled out to a man. Beginning from fundamental
operational profile at outlet till the profile of outlet director, there is distinctive pay-structure.
However basic factor among these profiles is the measure of weight these individuals need to
confront. As far as request and weakening note that an association, for example, McDonalds
witnesses sharp wearing down also. Essential explanation for high weakening is the accessibility
of the work-constrain at various levels. Whittling down is high particularly at begin of
operational level where pay is generally less when contrasted with different parts and duties.
Intriguing to watch is the way that interest for staffing in McDonalds stays solid and predictable
all through year.
Contrasted with some top of the line eatery or eating joint, outlets, for example, McDonalds
offer moderately less expensive fast food choices, because of which regardless of subsidence or
some other issue, individuals favour going by McDonalds as it doesn't hampers their financial
plan too. This converts into predictable footfalls round the year. That is the reason there is
reliable interest for the staff at different levels. Additionally with new outlets opening up at
standard interims the request stays positive in nature. Great point about staffing in hotel based
association, for example, McDonalds is, that key credits required to prevail as an expert in this
part are excitement, adaptability, flexibility, capacity to buckle down and business mindfulness
around the business. Not at all like other segment where business requires a few or the other kind
of particular range of abilities to exceed expectations, in accommodation division any person
with previously mentioned aptitudes can exceed expectations. However in McDonalds there are
sure particular parts, for example, chiefs and talented culinary specialists which are generally
rare in the business. Subsequently few ranges of abilities on occasion end up noticeably hard
seeking. Another real viewpoint saw in an association like McDonalds was that they have been
progressively procuring individuals on contract instead of influencing them to coordinate
workers. This encourages the organization to control its procuring costs and different costs
related with the whole procedure. Thus, it can be said that staffing is an essential capacity of the
accommodation part. With certain particular ranges of abilities and enthusiasm to exceed
expectations an individual can exceed potential and push forward in this sector.
2.2 Roles, responsibilities and qualification requirements of hospitality staff.
Roles is characterized as the capacity performed in a specific operation or process while
different responsibilities. it is "duties or task that the person are required or anticipated that
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would do", for instance the one of the parts in an hotel is a chief and his or her duty is the up
keeping of the standard in the hotel. In this examination, the parts, obligation and the capability
prerequisites for the accommodation staff will be outlined then discussed.
Responsibility and qualifications for the role of supervisor
 Order and manager inventory
 Overseeing Operations
 Train
 Have experience.
 Must have good communication skill
Responsibility and qualifications for the role of apprentice
 Must show interest in the chosen trade.
 Must learn and follow rules set by employer
 Must be 16yrs and over
 Must demonstrate safety for self and co-workers
 Not in full time education.
Responsibility and qualifications for management trainee
 Attend training programs
 Must cross train in different departments.
 Assist with daily responsibilities.
Responsibility and qualifications for the role of role of manager
 Must have organizational and interpersonal skills.
 Administrative and communicational skills.
 Must be able to move around for long periods of time.
 Must have a Certificate or an associate degree.
 Analyze and plan restaurant sales and profits.
 Motivate, train and hire staff
 Maintain the standards of the restaurants
Responsibility and qualifications for the role of casual worker
 Support team members.
 Casual worker is qualified and competent to undertake the duties to be performed
 Be punctual and reliable.
 Report hazards.
 Responsibilities are based on the area placed
 Carry out their duties effectively.
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3.2 The current image of the industry
Image hold a vital place for the accomplishment of any business and any accommodation
business can just maintain when the image of the business in the market is very great and
mainstream. McDonald is good to go since 1902 and being one of the most established
restaurant networks, McDonald is thought to be outstanding amongst other eatery in the market.
Individuals constantly thought of it as the best in the business. It takes a ton of endeavors and
diligent work for any industry to fabricate this sort of picture which continue for over hundred
years. McDonald is known for the determination of properties where they fabricate their inns.
They generally underlined on assuming a legacy position and after that changing over it into an
eatery. So all the McDonald eatery , everywhere throughout the world are made in an old and
legacy building. This chain of eatery is likewise known for the worker preparing and the
administrations they give to the client. They have confidence in giving an affair to the client
which remains in their psyche until the end of time.
For any lodging picture is everything and it is ground on which individuals construct their
building and the business can develop. McDonald gathering of lodgings have ensured that they
keep up their picture all the time by giving the best administrations and in the best properties
where individuals love to go.
TASK B Review of recent development
3.1 Operational, managerial and legislative issues resulting from recent developments affecting
the hospitality industry
Each industry needs to confront a few or alternate business challenges at a few levels. So also
cordiality industry additionally needs to confront different issues both developing and existing.
These issues may fluctuate from operational, lawful or identified with mark picture too.
Following are the developing issues which the associations said in assignment 1 and 2 are
confronting today:
Maintenance of key ranges of abilities: An association, for example, Intern mainland inn
gathering (IHG) is popular for its assortment of foods. However keeping in mind the end goal to
set up the claim to fame dishes the lodging has contracted different master gourmet specialists
for this reason. Occasionally these gourmet experts change starting with one gathering then onto
the next or set up their own business. Such circumstance prompts client disappointment now and
again, since ordinarily client gets used to taste of nourishment of a particular eatery or an outlet.
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That is the reason maintenance of key range of abilities today has turned out to be a standout
amongst the most vital developing issue being looked by association, for example, IHG and so
forth.
Little scale foundations: An association, for example, McDonalds today needs to contend with
different little level fast food outlets. Nowadays in UK there are a few little scale nourishment
outlets which give solid rivalry to associations, for example, McDonalds as far as client turn out.
Due to much less expensive sustenance alternatives, individuals are effectively pulled in towards
these outlets. This has turned into a basic test for McDonalds as it needs to limit its evaluating
with particular concentrate on quality too. Such circumstance prompts client fracture and drop in
the income of the greater player. That is the reason it has turned out to be essential to for
organizations, for example, KFC and McDonalds to dispatch fast food serving to neighborhood
taste of the area also. With this approach McDonalds will have the capacity to stifle little or
medium size accommodation business in UK with concentrate on fast food.
Rise of Technology: This all things considered can't be opened as a rising issue. Innovation
today has assumed a basic part in development of the accommodation division. With rise of web
and different web based application, associations, for example, IHG and McDonald's safe house
possessed the capacity to grow their scope. For instance McDonalds has a committed online
entryway for putting in fast food requests. Though IHG offers its client to book settlement in its
property on the web. Online office causes the end client to finish examinations of advantages
and disadvantages of the arrangement. Additionally McDonalds however its web-based interface
has empowered its end purchaser to put in a request on the web itself. This implies an end client
require not need to want submitting a request at the store.
Directions: Hostility division needs to confront various lawful and approach level controls.
With nature of administration being the most imperative part of the business, it has turned out to
be essential for associations to religiously take after the directions set up by the legislature. For
instance fast food created at McDonalds needs to take after a stringent keep an eye on the nature
of the sustenance being delivered. This on occasion brings about substantial punishments on the
business if the association neglects to meet the tenets and directions set up by the administration.
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In this manner one might say that issues today exist at different level of associations. ID and
correction of these issues is a noteworthy undertaking which should be done on the need
premise.
4.1 Future trends and developments in hospitality
Survey the potential patterns and improvements in the accommodation business of UK.
You may consider such issues as the nourishment mold patterns, entrepreneurial open doors,
globalization, innovation and its applications and the focused idea of the business. Bolster your
answer with particular illustrations. Accommodation industry has been developing at a quick
pace crosswise over globe. With fast changing business condition, travel and tourism scene it has
turned out to be intriguing to watch the patterns and improvement which are affecting the area. A
portion of the patterns which covers different sub-part of hospitality segment are as per the
following:
Concentrate on remodel of old properties
In UK there are a few lodgings and resorts which have seen sharp decrease in client
turnover. One noteworthy reason credited to this reality is the low quality of the foundation.
Associations, for example, IHG and other unmistakable lodging bunches have been
concentrating on redevelopment of their old properties. In this manner in coming years guests
ought to be prepared to witness redesigned lodging halls, room and so forth of prominent
however old chains of inns (Brotherton, 2012).
Internet booking of different hospitality administrations keeps on developing at a steady pace.
Number of UK voyagers who book and research online has been developing fundamentally. It is
normal that more than 100 million individuals examined about the online go in 2013, while more
than 85 million really finished up their booking through online entries itself. English Hospitality
Association has anticipated that by end of 2015, over 80% of the travel booking will stake
occurring on the web.
Concentrate on versatile based appointments of accommodation administrations
When web on gadgets like portable PCs, iPad and so forth will achieve their pinnacle,
versatile based booking administrations have just beated a considerable lot of its booking
channels. Today PDAs are bit by bit turning into the smaller than expected registering gadgets
which has empowered associations to use on this specific factor. It has likewise helped
associations, for example, Hilton, IHG and McDonalds to diminish their cost of operations.
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Uneven circulation of interest in the business
Retreat saw a lofty defeat of the whole hospitality division and its subsector. However
with recouping economy the segment has been recuperating too. In any case, essential to note is
that, that as opposed to having an even recuperation over all the subsectors of friendliness parts.
For instance development of bars, clubs and bars and so on has seen sharp ascent, though for inn
industry the development still stays moderate in nature.
Effect of Social media on the area
Accommodation area is about nature of administrations offered to the end buyer. A
fulfilled client is a notice in himself which gives a limited time lift to the organization. Inverse is
similarly hazardous for the association. A straightforward negative audit of the administration
can destroy the whole brand picture of the association. Dissimilar to past time when there was
very little consideration paid to the surveys, today customers are exceptionally mindful about the
audits of the association. Combined with energy of web-based social networking, these surveys
have turned into an imperative piece of the business improvement methodology of associations.
For instance if a buyer of McDonalds having more than 100,000 supporters on Twitter chooses
to share a negative affair looked in one of the outlet, at that point this will convert into gigantic
negative exposure as online networking acts like a falling medium. That is the reason it has
turned out to be critical today for accommodation division to have commit advanced medium
groups to concentrate on these angles.
4.2 An impact analysis of those predicted trends and developments
The client benefit is thought to be the highest need when forecasts are made in regard of
future patterns towards the lodging area of the friendliness business. In the present situation,
inventive situations are happening in regard of the innovative angles like affirmation of
registration by means of portable. Considering the future, it is especially fundamental in
understanding the way that the advancement of innovation is of a gigantic criticalness. what's
more, one more critical future pattern is related with continuous promoting and giving materials
on a steady procedure that is thought to be a noteworthy situation towards the accommodation
business. Showcasing that is related with constant will happen once a day and there is
requirement for materials to get joined that are related with creating visitors particularly with the
help of the online networking.
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CONCLUSION
It can be concluded from the project report that hospitality part has been making noteworthy
commitment in the development of UK's economy. That is the reason its importance has
expanded fundamentally in recent years. Because of monetary subsidence in UK there were few
issues looked by the division, yet in the long run the part is warming up to new round of
development and advancement. Under this confidence industry pioneer ought not to neglect to
break down different rising patterns also issues which are looked by the area now and again.
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