Organizational Structure and Employee Behaviors

This assignment requires students to analyze different types of organizational structures and their impact on employee behaviors in the hospitality industry. It also involves reviewing past research papers and articles on topics such as competency analysis, customer loyalty, and sustainability in the hospitality industry.

Contemporary Hospitality
Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1: Analyse the current scale, scope and diversity of the hospitality industry..........................1
1.2 Organisational structure of different hospitality organisations.............................................2
1.3 Role of hospitality related organisations and professional bodies........................................4
TASK 2............................................................................................................................................5
2.1: Assess staffing requirements of Thomas Cook ...................................................................5
2.2: Roles, responsibilities and qualification requirements for hospitality staff.........................5
TASK 3 & 4 (Covered in PPT)........................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality industry is growing so rapidly which contributes maximum support in the
growth and development of an economy. It consists of different forms of business such as
restaurant, hotels, motels, resorts, bars, pubs etc. These all businesses generating huge revenues
and employment opportunities due to which the standard of living of community are maximized.
The present assignment report is based on Thomas Cook which is one of the largest travel and
tourism company of UK (Amin, Yahya and Kassim, 2013). It offers various types of hospitality
services such as luxury accommodation, transportation, foods and services etc. to their clients
and guests. The project includes current scale, scope and diversity of hospitality industry. In
addition with this, analysis of operational and managerial issues which affects the industry is also
discussed under this report.
TASK 1
1.1: Analyse the current scale, scope and diversity of the hospitality industry
At present times, hospitality industry play an important role in development the economy
of country through generating huge employment opportunities and revenues which directly
impact the standard of living of local people in positive manner. It has been identified that more
than 2.8 million people are engaged in different forms of business related with hospitality
industry (Bharwani and Jauhari, 2013). Such forms of business includes accommodation,
transportations, bars and pubs, restaurant, catering etc. Apart from this, there are major current
business are given as under:
Sectors Meaning Ownership Diversity Impact of
economy
Hospitality
services
This is the sector
which provides
services to
customers of
accommodation,
catering, dinning,
etc. This sector
This sector has
various
ownership such as
franchisee, lease,
partnership, etc.
There is diversity
in services of
hospitality. As
there are many
customers having
different
demands, so there
This sector has
great impact on
economy of
country. They
provide total
6.7% to total
economy.
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runs with the help
of satisfaction of
customer. E.g.
Thomas Cook
is difference in
hospitality
industry.
Food and
Services
Management
This is also
segment of travel
and tourism. In
this sector, there
are various food
items such as
beverages, cold
drinks, soft
drinks, etc. are
included. E.g.
Burger Farm.
These are
privately owned,
franchisee,
agreements based
business.
This organisation
helps to improve
living of standard
of people and
branded product
and services can
be intake.
There is diversity
in this sector due
to change in
culture, trends of
people.
Travel and
Tourist services
This is the sector
which is
beneficial for
travelling from
one place to
another. E.g. TUI.
These firms are
privately owned,
partnership and
strategic alliance.
There is much
diversity in this
sector because
they serve in land
transport,
airways, railways,
etc.
They have impact
on economy for
rural as well as
international
development of
country.
1.2 Organisational structure of different hospitality organisations
In hospitality sector, there are many departments which works to give services related to
hotels, transport, etc. so it is essential to frame organisational structure in appropriate way. There
is discussion about catering services, five star hotel and theme park which provides satisfaction
to customers. They are as under-
Five star hotels- They are the hotels which provide lavish services in terms of
accommodation, dinning, restaurants, etc. They charge high money for rendering service. It is
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essential to alter policies according to market trends (CG Davidson, McPhail and Barry, 2011).
These hotels various have outlets in different parts of association. In such organisations, there is
proper hierarchy which helps to perform business operations in effective way. There is proper
communication within organisation. In such organisation, under general manager hotel assistant
and general manager's assistant are working (Gin Choi, Kwon and Kim, 2013). They work as
link between various managers of departmental head and hence they can perform business
operations in appropriate way.
Catering services- There is requirement of serving food in parties. Hotel provide such
services to customers. There is requirement of making and serving eatables at some events
functions, etc. So this catering services are covered in hospitality industry. There is some
hierarchy in this sector which helps to perform catering services in better and effective way
(Janta, 2011). As there flat culture in such services so sometimes miss communication occur
while interaction. This affects image of association. There must be proper preparation related to
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drinks, beverages, etc. and it must delivered to customers in appropriate manner. In catering
services there must be proper services and food items must be prepared according to demand.
Theme Parks- These are the parks which includes water parks, resorts, etc. As per this
concept their is requirement of bookings, cleanliness, hygienic factor, purification of water,
customer's safety, repair of slides, etc. has to be considered by managers of Theme park ( Jones
and et. al., 2016). There is various departments which work according to demand of customers,
but managers has to check whether services are appropriate or not.
1.3 Role of hospitality related organisations and professional bodies
As hospitality is big sector, so there is interferences of many professional bodies which
helps to perform commercial activities in authentic manner. There are many changes which are
taking pace in hospitality industry, so there is requirement of change in working style of
hospitality industry (Kandampully, Zhang and Bilgihan, 2015). In hospitality sector, there are
various hotels, restaurants, pub, clubs, theme parks, etc. Some of the professional bodies are as
under-
British Hospitality Association: These are the bodies which are farmed by government
for making policies for hotels, restaurants, etc. They frame policies related to hygiene, quality of
product and services, etc. They provide facilities in case of exporting of catering services and
customer feels secured.
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Spring boards UK: These are the operators which works for creating employment
opportunities for people residing in society. As there is requirement of various employees in
hospitality sector. This boards helps to generate employment and remunerations must be paid
according to skills and designation. They works to promote hospitality sector and other ancillary
services (Lub and et.al., 2012).
Charted institution of securities and investment: As per this institute, there must be
proper investment by hospitality industry. There is requirement of financial needs to perform
business operations so this institute provide knowledge related to related to raising funds. So
hospitality organisation can run and grow in industry.
TASK 2
2.1: Assess staffing requirements of Thomas Cook
Human resource is the real pillar of every organisation which decide the growth and
success of business in competitive hospitality sector. There are various job positions which
requires staff members having specific skills and knowledge to perform assigned roles and
responsibilities in an effective and efficient manner. For this it important to allot roles and
responsibilities to right position according to their skills and knowledge so that profitable
outcomes can be received. For example, finance, marketing, accounting, HR manager etc. are
some job position which requires knowledgeable and experienced employees. As a personnel
assistant, it is essential to take initiate while performing various roles and responsibilities
towards an organisation. Some essential points which are needed in hotels such as housekeeping,
receptionist, changing rooms, catering managers, hotel managers and so on. It requires to
manage Thomas Cook and resorts in proper and well manner In hospitality business, there are
various job position which requires recruitment of candidates. Such job position includes hotel
managers, receptionist, housekeeper, catering managers and many more which assists hospitality
companies such as Thomas Cook to provide quality hospitality services to their guests or
customers. It will directly increases the productivity and build brand image in competitive
market.
2.2: Roles, responsibilities and qualification requirements for hospitality staff
There are different roles and responsibilities which are need to be performed by staff
members at their different job position within an organisation (N. Torres and Kline, 2013). As
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the main objective of Thomas Cook is to serve better quality services to their guests so as to
achieve their loyalty for longer period of time. Therefore, it requires support from staff members
to perform their assigned roles and responsibilities in an effective and efficient manner.
Following are the some roles, responsibilities and qualification:
HR Manager: At this position in Thomas cook organisation, there are various skills and
capabilities i.e. required within an individual to facilitate business in handling and managing all
activities related with staff members.
Qualification:
The required qualification for HR manager is Completed PGDM or MBA in HRM
management and should have at least 2 to 3 years of experiences in such field.
Roles and responsibilities:
 Fulfilling the skilled and knowledgable employees in the workforce through conducting
recruitment and selections programs ( (Jeou-Shyan, Hsuan and Chang-Yen, 2011)).
 Identifying the expertise areas of employees and assigned work accordingly.
 Conducting motivational programs which includes learning and training sessions for staff
members.
Marketing manager: They perform a crucial role in the hospitality industry as they
reach business to the market through adopting an effective promotional tools and techniques.
This will result in increasing sales and brand image of hospitality organisation such as Thomas
Cook in competitive market.
Qualification:
They must have a degree of MBA in marketing and have sufficient knowledge about
influencing interest and decision making of customers. It requires minimum 2 years of
experiences in the marketing field.
Roles and responsibilities:
 Introducing new ideas and techniques to influence customer's interest and behaviour in
favour of an organisation.
 Managing marketing mix
 Conducting research to identify the perception and requirements of customers while
visiting at hospitality companies.
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TASK 3 & 4 (Covered in PPT)
CONCLUSION
From the above discussion, it is clear that there is change are many changes which are
taking place in hospitality industry. There is requirement of changes in working style which
helps to satisfy customers. There is difference in trends, scope, scale , etc. of hospitality industry
as compared to older days. While analysing changes it is essential to know what can be done
through which they can perform business operations in more efficient manner. There are many
legal. Operational and managerial changes taken in hospitality industry. There is requirement of
many employees in hospitality industry so analysis must be there according to skills and qualities
of personnel.
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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.
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.
Online
Different Types of Organizational Structure. 2018. [Online]. Available
<https://smallbusiness.chron.com/different-types-organizational-structure-723.html>
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Amin, M., Yahya, Z., and Kassim, E., 2013Bharwani, S. and Jauhari, V., 2013CG Davidson, M.,
McPhail, R. and Barry, S., 2011Gin Choi, Y., Kwon, J. and Kim, W., 2013Janta, H.,
2011Jeou-Shyan, H., Hsuan, H., and Chang-Yen, T., 2011Jones, P., and et. al.,
2016Kandampully, J., Zhang, T. and Bilgihan, A., 2015Lub, X., and et.al., 2012N.
Torres, E. and Kline, S., 2013
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