Analyzing Hospitality Industry Trends and Employee Behaviors

The provided assignment is a comprehensive review of various research studies related to the hospitality industry. It encompasses articles from the International Journal of Contemporary Hospitality Management, discussing topics such as employee behaviors, customer satisfaction, business performance, and innovation in service industries. The review also touches upon the use of information and communication technologies in hospitality, competency analysis of top managers, and sustainability challenges in the industry. Furthermore, it includes a case study on Polish migrant workers in the UK's hospitality industry and their methods for accessing employment.

CONTEMPORARY HOSPITALITY
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Analyse the current scale, scope and diversity of the hospitality industry. .....................3
1.2 Discuss the organisational structure of different hospitality organisations. ....................5
1.3 Assess the role of hospitality related organisations and professional bodies. .................7
TASK 2............................................................................................................................................8
2.1Assess the staffing requirements of different hospitality businesses. ..............................8
2.2 Discuss the roles, responsibilities and qualification requirements for hospitality staff. . 9
TASK 3 and TASK 4.....................................................................................................................10
Covered in PPT.....................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES ............................................................................................................................12

INTRODUCTION
Hospitality industry in today's time has become one of the leading sector to generate
revenue and employment for the economies of various nations. It is one of world's fastest
flourishing industries that contributes around 10% of world's GDP. Hospitality industry
comprises establishments that provide food and beverages, accommodation, restaurants and other
services to in venues that are outside of the home. In UK, hospitality sector forms fourth major
contributes in nation's economy by generating about 32 million direct and 2.8 million indirect
employment opportunities. The assignment will discuss about scale , scope and diversity of
hospitality sector. It will also give brief about the staffing requirements for same industry along
with qualification, roles and responsibilities of the employees. Further it will analyse various
issues related to legislation, management and operations that impacts this industry and its
development (Amin, Yahya and Kassim, 2013).
TASK 1
1.1 Analyse the current scale, scope and diversity of the hospitality industry.
Hospitality sector is all about serving the guests by providing them with “ feel good-
effect” to attain customers delight. Size and scope of this industry could be estimated with the
fact that it alone contributes about 6.5 trillion dollars of overall business which is around around
the globe. In UK, there are more than 46,000 hotels and guests houses which contributes around
40 billion pounds. According to British Hospitality Association, hospitality sectors contribute
around 127,000 properties and provide employment opportunities to approx 1.6 million people.
In UK , this industry forms nation's financial backbone and thus have immense scope
for growth and development prospectus. Out of many certain scope of hospitality comprises a
wide range of business including hotels, theme parks, entertainment travel agencies, airways and
railways, spas, event management, cruise companies, restaurants, gambling and other related
industries. As every year around 36.115 million tourists visits UK, there are a lot of hotels of
various size that provides accommodation, food and drinks and other hospitality services.
Hospitality industry is one of the most diverse and wide sector that comprises around 14
different sectors as follows:
 Hospitality services'
 pubs, nigh clubs and bars

 holiday and theme parks'
 self catering
 visitors attractions
 gambling
 contract catering
 hostels
 membership clubs
 events
 tourists services
 travel services
(Source: Tourism Jobs and Growth,UK, 2013)
In all of these sectors hotel is one of the most prominent hospitality industry that besides
providing basic accommodation and meal facilities provide other additional leisure and
recreational services like gymnasium, internet,s swimming pool, sauna bath, night club,
conferences room, hair and beauty salons etc. Different products and services provided by
restaurant includes different type of cuisines and drinks in beverage section (Bharwani and
Jauhari, 2011). Travelling companies provides the services related to accommodation,
transportation, different type of tourist destinations etc. Mentioned below is the classification and
ownership of hotel grading system makes it diverse:
Types of ownership in Hospitality Industry:
Illustration 1: Tourism Jobs and Growth,UK

Partnership: This type of ownership involves 2 or more parties that join hands together
for a common purpose of trade or commencing a business activity where in each partner is liable
top contribute in terms of skills, money and labour. For ex., travel companies follows such kind
of ownership structure.
Leasing: In this type of ownership, leasing enterprise becomes the legal owner of
goods ,however possession is efficiently conveyed to lessee who is entitle for all benefits, risks
and costs that is directly associated with ownership of assets. For ex., this kind of structure
sometime used by hotels.
Franchising: In this type of business wherein owner of product, service or method
distributes licensed privilege to the franchisee for doing a business under his name and offers
assistance in organizing, training, marketing, merchandise and managing in return for an
monetary consideration. For ex., McDonald using this type of structure to operate their business
functions (CG Davidson, McPhail and Barry, 2011).
1.2 Discuss the organisational structure of different hospitality organisations.
Organizational structure could be explained as the arrangement of activities such as task
allocation, supervision and coordination system and overall organizational culture that is been
followed by an organization. It significantly influences firms productivity, employee relations
and marketing strategies of firm. There are different kinds of structures that are adopted by
several firms on basis of their size, type and nature. For instance, tall and flat structure. The tall
structure is generally followed by large firms having many hierarchical levels whereas flat
structure is generally followed by organization that have few or no levels in between staff and
management.
For instance Hilton that is one of the leding hotels of UK follows hierarchical structure due to
wide size of its business activities that comprises 13 brands serving more than 140 million
customers. It structure follows divisions that involves:
 Ownership division : it involves 146 hotels with around 59, 463 rooms owned or leased
by Hilton worldwide
 Management and franchise division : It involves 4419 hotels with 691,887
accommodation
 Timeshare division : It involves 45 properties and 7152 units.

(Source: Organizational Structure :Hilton, 2017)
The structure followed by catering services is known as hierarchical where top management has
the large number of responsibilities in comparison to subordinates. On the other hand the
structure followed by theme park is matrix. As this is beneficial for them to operate their
functions in smooth manner (Gin Choi, Kwon and Kim,2013).

1.3 Assess the role of hospitality related organisations and professional bodies.
There are various professional bodies and organizations that perform several roles and
responsibilities. Mentioned below are some prominent ones:
British Hospitality association: BHA is concerned with hotel, restaurants and catering
organizations. It is one of the oldest private firm that is representing such organization from
more than 100 years. It was established in 1907 and is mainly concerned with development of 5
key important areas involving economy, employment, sustainability, health and intelligent
regulation related to hotels, catering, hotels and restaurants. It major roles and responsibility
includes:
 Creating competitive advantage for UK
 Contribute in enhancing export earnings Formulating new and improved policies for generating employment
Institute of Hospitality
This institute is mainly concerned with providing opportunities to aspiring administrators
and managers in hospitality sector. It conducts its activities for developing hospitality industry by
providing carious assistance to managers and individuals who desires to become future manager
(Hertog, Gallouj and Segers, 2011). It was established in 1938. Main roles and responsibilities
of this institute are:
 It is an educational institute that provide certification courses to students in entire
aspect of hospitality sector all around the world
 It also provide assistance and approval for various kinds of hospitality training
courses.
British Institute of Inn keeping:
This is a professional body and this support licensed hospitality industry all over in UK.
One of the main function of this is to provide advice related with financial, licensing and legal
aspects related with hospitality sector. Further, this professional body also manage issues under
umbrellas of hospitality industry. Following are the primary functions of this:
 Provide support and advice
 Represent manpower Promote professional standards

Springboard UK: This is another professional body which support young individuals so
they can take initiate to their career in hospitality sector. One of the main role of this is to
promote hospitality sector as an appropriate sector to work and get experience of various types of
jobs. Major roles of this are as follows:
 Provide assistance to individuals in finding jobs.
 Promote hospitality and tourism sector.
 Support youths to achieve goals.
TASK 2
2.1Assess the staffing requirements of different hospitality businesses.
Staffing requirement of varies depending the structure , size and type of industry. In case
organization is having large business options there is extensive need of substantial workforce
whereas in case of medium size business they staff requirements is considerable lesser due to
limited areas if operations. For instance, in case of hotel industry, a 4 to 5 star hotel requires
large number of workforce in comparison to other hotels as it offers many peripheral and
complementary services such as bell boy,concierge, pick and drop services,personalization etc.
apart from accommodation and food and beverages (Ip, Leung and Law, 2011). Therefore such
hotel is required to recruit extra workforce in order to attain customer delight and provide them a
Wow factor while experiencing their services. With extra personnel hotel management is to
provide for more training and development programs and opportunities in order to enhance their
communication skills, efficiency in delivering services etc.
The employees are main assets of every organisation whose efforts and
contribution decide whether an organization can achieve its desired goals and objectives within
pre-determined time period or not. Therefore, there is need of skilled and knowledgeable staff
members which assists Thomas Cook in maximizing the satisfaction level of their guests
through treating them with better quality of services. There are different position on which staff
members are required to perform such as marketing, finance, logistics, accounting, HR and other
more within hospitality industries such as Thomas Cook . Their maximum contribution drives an
organisation to achieve growth and success in competitive market. As a personal assistant, it is
essential to initiatives while performing allotted roles and responsibilities for the betterment of
an organisation. Some other job position which requires staff members in Thomas Cook

includes housekeeping, receptionist, catering managers, hotel managers and many more. For
example, the post of receptionist has role to welcome guest and taking care of all their needs and
requirements while staying in Hotel. The staff members are recruited to manage the business
activities and functions of Thomas Cook in proper manner so that it will help in achieving high
productivity and profitability (Janta, 2011).
2.2 Discuss the roles, responsibilities and qualification requirements for hospitality staff.
Staff recruited in hospitality sector requires to be multi talented having various skills and
proficiencies. For instance, in case of hotel industry, there are various positions that are subject
to different qualification depending upon their role and responsibilities. Mentioned below are
nullification,roles and responsibilities that are requisite for hospitality staff:
Requisite responsibilities for the role of Manager
 Require to undertake planning related to various operations related to specific department
 Analyse, plan sales and profits and budgets. Recruit and select staff, motivate and train them to develop their competencies
Requisite qualification for the role of supervisor
 Require to have MBA Degree in associated areas of operations
 Requisite to posses interpersonal and organizational skills Administrative, interpersonal and leadership skills
Requisite responsibilities for the role of supervisor
 Responsible for managing and ordering inventory
 Managing overall operations Providing training and development to its employees according to their professional
requirements
Requisite qualification for the role of supervisor
 Must have Business Management degree
 Require to have work experience of minimum 5 years
 Need to have excellency in communication skills Good team building and team leading skills
Requisite qualification for the role of apprentice
 Must be 16 years and above Must not be in full time education

Requisite responsibilities for the role of apprentice
 Must follow all rules and instructions provided by the superiors
 Must perform work as per guidance and set standards Must exhibit safety for self and subordinates
Requisite qualification and responsibilities for the role of management trainee
 Must hold diploma or an associate degree in work related stream
 Require to be punctual during training
 Required to be cross trained in different functional departments
 Assist superiors in day to day tasks
TASK 3 and TASK 4
Covered in PPT

CONCLUSION
The report undertaken concludes that hospitality industry is one of the fasted emerging
sector in terms of catering customers needs and desires. The recent developments in this
industry is offering several facilities to customers that also helps firms in gaining competitive
edge. There are several people that visits UK every year.
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REFERENCES
Books and Journals
Amin, M., Yahya, Z., and Kassim, E., 2013. Service quality dimension and customer
satisfaction: An empirical study in the Malaysian hotel industry. Services Marketing
Quarterly. 34(2). pp.115-125.
Bharwani, S. and Jauhari, V., 2013. An exploratory study of competencies required to co-create
memorable customer experiences in the hospitality industry. International Journal of
Contemporary Hospitality Management. 25(6). pp.823-843.
CG Davidson, M., McPhail, R. and Barry, S., 2011. Hospitality HRM: past, present and the
future. International Journal of Contemporary Hospitality Management. 23(4). pp.498-
516.
Gin Choi, Y., Kwon, J. and Kim, W., 2013. Effects of attitudes vs experience of workplace fun
on employee behaviors: Focused on Generation Y in the hospitality industry.
International Journal of Contemporary Hospitality Management. 25(3). pp.410-427.
Hertog, P.D., Gallouj, F. and Segers, J., 2011. Measuring innovation in a ‘low-tech’service
industry: the case of the Dutch hospitality industry. The Service Industries Journal.
31(9). pp.1429-1449.
Ip, C., Leung, R. and Law, R., 2011. Progress and development of information and
communication technologies in hospitality. International Journal of Contemporary
Hospitality Management. 23(4). pp.533-551.
Janta, H., 2011. Polish migrant workers in the UK hospitality industry: Profiles, work experience
and methods for accessing employment. International Journal of Contemporary
Hospitality Management. 23(6). pp.803-819.
Jeou-Shyan, H., Hsuan, H., and Chang-Yen, T., 2011. Competency analysis of top managers in
the Taiwanese hotel industry. International Journal of Hospitality Management. 30(4).
pp.1044-1054.
Jones, P., and et. al., 2016. Sustainability in the hospitality industry: some personal reflections on
corporate challenges and research agendas. International Journal of Contemporary
Hospitality Management. 28(1). pp.36-67.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
Lub, X., and et.al., 2012. Different or alike? Exploring the psychological contract and
commitment of different generations of hospitality workers. International Journal of
Contemporary Hospitality Management. 24(4). pp.553-573.
N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
Hospitality Management. 25(5). pp.642-659.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management. 51. pp.13-21.
Wang, C. J., 2014. Do ethical and sustainable practices matter? Effects of corporate citizenship
on business performance in the hospitality industry. International Journal of
Contemporary Hospitality Management. 26(6). pp.930-947.
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