The Contemporary Hospitality Industry: Operational Roles, Required Skills, Skill Gaps, PESTLE and SWOT Analysis

This report discusses the operational roles, required skills, and skill gaps in the contemporary hospitality industry. It also includes a PESTLE and SWOT analysis of the industry and explores the impact of skill gaps and valid solutions for addressing the issues. The report focuses on the Goodwood company in the United Kingdom.

The Contemporary Hospitality Industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Presenting Various operational roles in hospitality industry......................................................3
Presenting investigation on the required skills for performing role in hospitality industry........4
Presenting skills gaps in hospitality industry for various operational roles'................................5
Presenting impact of skill gaps and valid solution for addressing the issues..............................5
PESTLE analysis of hospitality industry.....................................................................................6
SWOT Analysis...........................................................................................................................8
M2..............................................................................................................................................10
D2..............................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
The contemporary management consist the planning, organizing, directing and
controlling the operations of organization to achieve the objectives of business. The hospitality
industry provide the better quality services to the customers and offer the services which attract
the customers. The Goodwood company is the hospitality company in the United Kingdom and it
provides the best quality facility to the customers with the comfortable rooms. This report will
discuss the skill's requirement in the hospitality industry and internal and external factors that
impact the hospitality industry. This report also elaborate the issues which are face by the
hospitality industry in United Kingdom.
MAIN BODY
Presenting Various operational roles in hospitality industry
The operational play vital role in the hospitality industry and the organisation. the operational
provide various services to the large numbers of the customer that increase the satisfaction of the
individual person. the effective operational services and function of the organisation attract large
numbers of the customer toward the brand(Jones, and Comfort, 2020). Due to which the
organisation is generating higher profit and leading the marketplace in adequate manner. the
operation of the Goodwood company is mentioned as follow:
Food and beverage services: the organisation provide the best food and beverage services to the
customer in order to deliver the best consumer experiences and satisfy the large numbers of the
people in adequate manner. this operational is responsible for offering the catering services to the
consumer. this department is one of the effective department and most essential part of the
hospitality services. The organisation offer the best quality food to the customer that increase
the profit of the company in effective as well as efficient manner.
Front office: it is also effective operational area which deliver proper information to the
potential customers of the organisation. due to the effort of front officers the organisation is able
to acknowledge the customer with the policy and programmes of the organisation. it increase the
awareness among the visitors and increase the interest in services of the company in adequate
manner. it is significant for the company as it deliver the information about the taste and
preferences of the consumers(Baum, 2019).

Housekeeping: the housekeeping department maintain the cleanliness in the organisation or in
the hotel which make sure that the organisations is hygienic. Due to that the organisation is able
to deliver the competitive advantages in the marketplace. Along with that it help in inviting the
visitors in the hotel and satisfy them which also deliver assistance in obtaining positive revert
from the customers.
Maintenance: the aim of this department is to maintain the operation of the company that
increase the satisfaction of the consumer. with the assistance of maintenance department the
organisation is able to improve the quality and enhance the standard of the organisation. due to
that the company is able to approach more customers and increase the brand value. The
employees of the organisation contributes their whole efforts in maintaining the culture of the
organisation(Book,Gatling,and Kim, 2019).
Marketing: it is one of the effective operational department of the company that deliver
assistance in targeting the large numbers of the customer. Along with that the organisation give
more importance to this department because of that the company is able to determine the taste
and preferences of the consumer. the marketing attract the customer toward the brand and
generate high presences in the domestic as well as international marketplace.
Presenting investigation on the required skills for performing role in hospitality industry
The hospitality industry is one of the leading industry which consist of many employees working
in the organisation for performing the job roles and responsibility in effective as well as efficient
manner. the Goodwood provide various opportunity to the workers on the basis of their skills and
knowledge for further welfare of the company. the organisation will to provide professional or
quality services to the visitor in order to increase the values of the of the company. in context to
that the organisation considered some skills which is required for performing in the roles and
responsibility are mentioned as follow:
Efficient communication skills: the hospitality industry required high communication skills for
meeting and accomplishing the goal of the company in effective as well as efficient
manner(Breier, and et.al., 2021). The hotel believe that with the assistance of the efficient
communication skills the individual person can interact with the customers easily and determine
their preferences according to their taste. With the support of the communication skills the
individual person can exchange the ideas and views that bring the creativity within the
organisation. with the assistance of effective communication the employees of the company are

able to manage the function of the company. furthermore for the hotel positive environment of
the hotel the communication play crucial role.
Problem solving skills: for resolving the issues of the customer that individual person face during
the obtaining the services of the hotel or booking. For increasing the value of the company it is
important to resolve the issues of the customer and built their trust for the long period of time.
With the assistance of problem solving skills the organisation is able to deal with the
forthcoming challenges in effective as well as efficient manner. with the problem solving skills
the management of the hotel is able to provide better customer experiences to the
people(Alshare, and Sewailem, 2018).
Teamwork: for performing the task of the hotel it is the one of the effective skills which is
required. With the help od teamwork organsation encourage the people to perform the task and
bring the corrdination and cooperation among the people. in hotel industry the alignment of the
resources and worker is essential. Teamwork bring the effectiveness and bring innovative and
creativeness within the organisation as it allow the organization to form the strategy or plans of
action for the long term survival.
Presenting skills gaps in hospitality industry for various operational roles'
The skill gap in the hospitality industry is arising as the innovation is increasing and technology
is improving on the regular basis. The large numbers of the potential customers are depend on
the technology. Various workers and employees of the organisation is not having the expert
knowledge about the modern tools and techniques due too which the skill gap is arising in the
organisation. therefore some of the workers are not able to provide adequate custom services to
the consumer for increasing their satisfaction. Another reason is completion which increasing
rapidly in the marketplace. The competition is bringing the complexity and putting the burden
on the individual person due to which the worker of the association need to put extra skills and
efforts in adequate manner(Rosete, and et.al.,2020).
Presenting impact of skill gaps and valid solution for addressing the issues
Due to the skill gap the organisation face the downfall in domestic as well as international
marketplace. along with that it decreases the customer satisfaction and demotivate the workers
of the organisation for performing the job roles. For the appropriate skills of the individual
person the organisation need to provide Trai Ning and development programme on the regular

bases. Among with that the organisation need to provide time to time briefing to the workers and
focus on the week skills of the individual person.
PESTLE analysis of hospitality industry
The pestle analysis helps in determine the macro environments factors that impact on the
hospitality industry of United Kingdom. There are various categories in the hospitality industry
such as food and beverage, tourism and travel and entertainment.
Political factors: The political factors influence the hospitality industry with the various ways
governments of the United Kingdom influence the hospitality industry and that includes the
taxation policies, regulations of business, preservation of cultures, and real estate, etc. that all
affects the organization and hospitality industry because the tax rates are increase in the UK for
the hospitality industry than the company also need to fill the tax rate according to the changes of
governments (Nayak and Kayarkatte, 2020). The governments and their initiatives plays a big
roles to promote the hospitality industry and the instability of political is the important factors for
the hospitality industry. The pandemic situation in world and lock down which are strictly
regulated by the governments are also affects the developments of hospitality organization. This
not encourage the people and citizens to go and eat in the hotels and engage in the leisure
hospitality activities.
Economic factors: In the context of economic factors, it influences the hospitality industry. The
economic is directly get benefits from the hotels if the international and domestic tourist spend
money in the hotel and transports of the company. The financial condition and crises are directly
impact on the hospitality industry because the unemployment people are high and wages are
stagnant. People and citizens those who goes out to eat that also impact the profit margins of the
company. Due to the lock down, much hospitality industry were closed and people are rely on
the home delivery services to the hotels and United Kingdom face a lost spending on the alcohol
drinks and snacks.
Social factors: The social factors in the macro environments factors which influence the
hospitality industry (Neves, 2022). People and citizens eat outside and eat in the restaurants on
the regular basis is the strong culture of United Kingdom and tourist are also comes for the
holidays and stay in hotels and services provided by the hospitality is varied form the society to
another society. The customers’ expectations and preferences are also changed rapidly according
to the cultures. It helps in develop the culture of the organization and hospitality industry and the

social factors helps in create the best opportunities for the hospitality industries to develop in the
competitive marketplace but some people have the negative perceptions towards the hospitality
and employment loss because the people work for the short term duration in the company and
move to another industry and it impacts on the high turnover for employees. With attempt the
corporate social responsibility, the company can change the perceptions and preferences of the
customers and tourist guest as well as it helps in build the reputation and goodwill of the
organization in the competitive marketplace.
Technological factors: The technological factors are also influenced the hospitality industry and
technologies are beneficial for the company and hotel industry because consumers can book
ticket online and restaurants table online. The technologies help customers in order food online
and deliver in the short durations. The hotels company use the technologies for service the best
quality in services to the customers rapidly (Capobianco and Basile, 2021). It plays an essential
role in the hospitality industry. The technology factors helps in collect the information of
existing customers and provide the information about the offers to the customers and it also helps
in attract the more customers towards the business due to the technology and better service
quality. There are various technologies such as staff robot and chatbots which provide the better
quality facility to the customers in effective ways as well as provide the great opportunities to
business to attract the more customers and generate the revenues and reputations of the business
organization.
Environmental factors: The environmental factors are also influenced the hospitality industry,
and they are major impact on the environment because the hospitality industry require the water,
fuel, lightening, water, etc. as well as the organization also waste a variety of things such as
paper, furniture, food, etc. the government put pressure on the hotel industry to bring the
challenges of sustainability and development of organization (George, 2021). This factors also
helps in enhance the reputation of the organization through the corporate social responsibilities
which attract the customers and retain the existing customers and gain the newer customers
towards the hotel sector.
Legal factors: The legal factors are also influenced the hotel industry because the various
policies and regulations are required to run the business and open and closed to hotels. The
company in the hospitality industry must be compiled with the hygiene standards and the United
Kingdom have the toughest food safety laws as well as also compile with the gas safety law to

protect the welfare of customers and guests. They are also must be compiled with the health and
safety work which are strictly required in the hotel company.
SWOT Analysis
Also known as situational assessment or situational analysis is a method or technique
used to plan and manage the strategies for the successful future. For the hospitality industry, it
refers to the tool utilized to identify the internal factors i.e. strengths & weaknesses and the
external factors such as threats & opportunities to plan the approaches to face it (Lakatos and
Arsenious, 2019). Following is the SWOT analysis of The Goodwood Hotel:
STRENGTHS
 Comfortable atmosphere: The given hotel is the essence of British style which offers
the perfect balance of quality rooms and award-winning food (Shaw, 2022). The natural
estate have free cancellation policy of 24 hours before stay. The bedrooms featured with
the stylish modern interior design, complimentary access to swimming pool, tennis court
and gym with a touch of being at home. It is a dog friendly hotel and organize Goodwood
event for the pets.
 Contribution to the local economy: The UK's hotel industry has a good contribution to
the economy and after the endemic of Covid-19 pandemic, easing of restriction increased
the international travelling. The foreigners aid to increase the profits by visiting markets,
bazaars, parks, malls and different places which generate the revenue.
 Employment opportunities: The ordinary hotel would have less staff to manage the
hotel but the Goodwood Hotel has a brand name all over the world (Gholston and
Muggiano, 2021). They would hire persons who fall under various departments like
executive manager, HR manager, cooks, staff for waiters, security guards etc. The
employability depends on the qualification and abilities of the individual's who are being
hired.
WEAKNESSES
 Expensive: The facilities offered by the hotel and the prices per night sometimes are so
high that an ordinary person can't afford it. The maintenance of the property added more
to the expense which is one of the biggest weaknesses of the company.

 Excess of food waste: The another weakness is the wastage of raw food and cooked
food. Although, there are schemes followed by the quoted hotel to manage the food
material but it is not possible to control it.
 Levy high taxes: The another weakness is the tax rate as government usually impose
high taxes on the luxurious services being offered by the Goodwood Hotel.
OPPORTUNITIES
 Innovative and uniqueness: The structure of the hotel is a unique one which assist the
hotel to offer variety to accommodate the business events on the premises. The 12000
acres of surrounding of organic home farm, ancient woodland farm and forest bathing
provides an opportunity to the natural lover.
 Unforgettable experience: The quoted hotel provides an opportunity to have a
traditional tea, round of renowned courses of golf, driving thrill at motor circuit and aerial
adventures of sky.
 Online booking: The website of the given organisation provides an option to book online
and also has facility to chat with the customer care regarding any difficulty. The hotel
could plan to expand the number of hotels outside UK.
THREATS
 Pandemic: Recently, worldwide lock-down badly impacted all the business industry and
hotels has been affected going through the recession for the long time.
 AirBnb: It is the biggest threat to the hotel industry as it is good for the customers and is
a major risk for the local restaurants and hotels.
Decision making process are most important in the organization and hospitality industry
to attract the customers and generate the probability of hotel industry. With the helps of decision-
making strategies, the hotel capturing the opportunities to lead the business success and also
helps in mitigate the risk of organization as regarding the customers and employees. The
hospitality industry can identify the decision first and gather the relevant information for the
decision-making and then identifies the alternatives solutions as regarding the decision-making
and choose the best quality of decision for progressing the hotel company for the growth and
development with the long term objectives. The decision-making process helps in achieve the
goals of the organization with the excellence operation and performance of industry in the

competitive marketplace. The decision of company can take through the recognize the problems
of the company and searching the solution of problems and then take decision regarding the hotel
company.
M2
The various external factors which affects the hospitality industry such as demographic,
political, social, economic, technologies and legal. It helps in identify the future tends and
identify the events that will affects the hotel industry. Example: in the context of legal factors,
the pandemic and lock-down affects the whole hospitality industry and decrease the profitability
and revenues of the organization (Gursoy, 2019). The social factors are also affects the
organization because the perceptions of the customers are change according to the trends and
their taste and preferences as well as the consumers move one to another for the more comfort
that why it affects the hospitality sectors effectively and company face the various issues which
are not generated the profitability for the organization.
D2
The external factors impact on the potential and current trends and development of the
hospitality organization because of the technologies development and customers preferences
which are changes according to the trends and desire of the customers. For example: robot staff
in the technological factors which are increase the unemployment and the unemployment affects
the social and economic factors of the United Kingdom, but it helps the hospitality industry to
deliver the best quality services to the customers in the effective ways. It helps in satisfies the
customers because the robot staff is decrease the incidents and errors in deliver customers
services (Roy and Chowdhury, 2021). It helps in reduce the long wait times of customers and
provide the effective services to the customers as well as improve the opportunities and enhance
the performance of the hospitality industry.
CONCLUSION
As the conclusion, the contemporary hospitality industry is defined as the hotels and
business provide services to the customers for the short time. The hotel industry is the industry
which offers the better services ad food to the customers and betterment to the guest. The
Goodwood is the best hotel industry in the United Kingdom which provide the comfort services

to the customers with the better quality services. In the conclusion, this report discussed the
skilled gap in the hospitality industry and skills which are required in the hospitality industry.
This also elaborated the external and internal factors which are impact on the hospitality industry
as well as the current trends and potential trends and developments which are affecting the
hospitality industry and also inform the decision-making process in the hospitality industry. This
report also discussed the pestle and swot analysis of hospitality industry and also evaluate that
the affects which are influence the hospitality industry.

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<https://www.marketingtutor.net/swot-analysis-of-the-hotel-industry>
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