Hospitality Industry Trends & Skills

This assignment delves into current trends shaping the hospitality industry. It examines essential technical skills needed for effective management, explores the impact of integrated marketing communications and technology on brand equity, and analyzes the changing role of HR professionals in this sector. Additionally, it investigates the influence of information technology outsourcing on organizational success and examines the link between ethical practices, sustainability, and business performance within the hospitality industry.

CONTEMPORARY
HOSPITALITY
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
a) Analysing the structure of current scale, scope & diversity of hospitality industry..........1
b) Organizational structure of different hospitality industries...............................................2
c) Role of hospitality related organisations & professional bodies in hospitality industry....4
d) Evaluating different staffing requirements in various hospitality industries.....................5
e) Justifying the roles, responsibilities and qualification requirements of the hospitality staff. .7
f) Discussing the industry's current image.............................................................................8
TASK B...........................................................................................................................................9
a) Analysing operational, managerial and legislative issues as a result of recent developments
................................................................................................................................................9
b) Justifying the futuristic trends & developments in hospitality industry..........................10
c) Analysing the impact of predicted trends & developments.............................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Within the hospitality industry, diversified sectors of service-industry are included such
as event-planning, lodging, transportation, cruise line and many more. Henceforth, this industry
accounts to be a very broad one. The enterprise providing the facilities of accommodation, drinks
and foods at different venue other than home, is included within the hospitality industry
(Radojevic, Stanisic and Stanic, 2015).
This particular sector of hospitality industry in UK is entirely based upon consumer-
values and are often under the consistent pressure of delivering innovative & qualified services
to their customers. The current report discusses the importance of current structure followed at
the hospitality industry with emphasis being laid upon role of various organizational bodies in
hospitality sector. Adding more to this, justifications of the involved roles, responsibilities &
required qualifications in a hospitality industry has also been done. Also, in the end, reviewing of
recent occurred developments within hospitality industry has been done.
TASK A
a) Analysing the structure of current scale, scope & diversity of hospitality industry
The hospitality industry is regarded as one of the fastest growing industries in today's
modern world. It is basically responsible for providing services like food & beverages,
accommodation & many more. This is justified by the fact that there is an existence of only
46,000 hotels with an inclusion of guest-houses as well. Despite these records, hospitality sector
accounts to be one of the significant contributors in UK's economy. The turnover determined
annually was near about £40 billion (Kandampully, Zhang and Bilgihan, 2015). This hospitality
industry in UK accounts to be the 6th largest contributor in their export-earning and also accounts
to be 4th largest employers well. Seeing the recent progress, ample of foreign investors have
shown keen-interest in investing within the hospitality industry. The reason being that this
particular sector promises to return ample amounts satisfying the criteria for many of the
investors.
The scope of the hospitality industry is very broad. It has an inclusion of different
commercial industries as well such as the hotels, restaurants, pubs, motels and many more.
Adding more, welfare sectors are also included hospitals, old-age houses, educational-
institutions, residency halls and many more. In London, there are ample of restaurants available
which tend to accommodate ample tourists every night. Henceforth, seeing this situation, there
1

will be a requirement of major workforce for running all such organizations. And this leads
towards creation of job opportunities in ample amount.
Inclusion of innovation, ownership, classification & grading-system, leisure facilities,
futuristic trends, etc., makes the hospitality industry very much diverse (Jones and et.al., 2016).
Besides providing basic accommodation facilities, other services such as gymnasium,
swimming-pools, internet etc., are also offered as well. This aids the hospitality industry in
enhancement of their efficiency in providing service to its customers in ample of possible ways.
Also, the existence of diversified ranges in management-styles & ownership also makes the
hotel-industry a diverse one. Within the ownership category there us an inclusion of diversified
categories of management style such as partnerships, sole owners, public-limited and private-
limited companies. Also, with reference to the hotels, the inclusion of grading system leads to
classify them in level of 1 to 5. According to level of the hotel, services are provided. Besides
these, food services is also an important aspect which is offered according to the hotel level. The
food services offered at five star organizations will be entirely different from those offered at the
one star organization (Bharwani and Jauhari, 2013). Adding more to this, different types of
customers arrive in hotels and any other accommodation or other hospitality industry. These
might be demanding entertainment facilities as well such as music programmes or joyful indoor
& outdoor activities. So, this already has to be taken care of by the authorities of hotels & any
other type of hospitality industry so that all the needs and requirements of their customers are
satisfied. These facilities are therefore provided by majority of hotels and hospitality industries in
UK which this entire industry a highly diversified one.
b) Organizational structure of different hospitality industries
The organisational structure is defined as existing relationships in-between various
people present at different levels of a particular organization. Effective and long term
relationships have to be maintained in order for overall enhancement of the organization. In for
accomplishment of set goals regarding a company, the formal type job relationship responsibly
coordinate the employees, This process is assured by the organisational structure. In the various
hospitality industries such as accommodation, foods & beverages and many more, the
distribution of diversified jobs is accordingly done, grouped and coordination among them is
assured by the aid of organisational industry (Wang, 2014).
2

There is a diversified range of organisation structures according to the type of
organisation. Basically there are two type of organisation structures and they are tall and flat
structures. The hotels which are very big in terms of their brand value & offered services, tend to
imply tall organisation structure. The reason behind adopting this structure is due to the presence
of diversified levels of staff specifically from manager to the staff members. On the other hand,
flat organisation structure is tended to be implemented in those organisations of hospitality
industries in which no such diversified levels exist. Referring to an example, a restaurant having
flat structure, could have an individual who has the duty of both manager and chef as well.
Organisation is basically divided into two main parts such as the front and back of the
house. Departments such as the food & beverage, accommodation, conferences, etc., get
included in front category of house (Wang, Tsai and Tsai, 2014). On the other hand services
such as the financing, food-preparing area, areas which cannot be seen by guests come under the
category of back house services.
Within the hospitality industry, accommodation sector has an inclusion of diversified
ownership with the structures. However, emphasising more upon hospitality industry,
franchising and sole ownerships are popular. Having the sole ownership of particular
organisation such as hotel industry means that finances have not been obtained from any other
external sources. The most effective advantage in this type of ownership is that owner holds the
responsibility for enjoying benefits from the profits earned. Also, this provides another benefit in
a way that business in the industry could be formulated as per his individual ideology and
concepts. From here, a disadvantage is also there. The losses which occur have to be faced
solely by the owner. The support which is provided by chain organisations in such situations, is
excluded from sole ownership type.
Organisations such as hotels could be either chained or can be franchised as well. Either a
hotel could be owned or franchising can be done as well (Kim, Vogt and Knutson, 2015). The
franchising type of ownership highly save the expenses in relation to marketing & promotional
activities. The reason behind such a huge amount of saving is that all such franchised
organisations are majorly popular among the public so the authorities need not to invest more
upon activities related to marketing and promoting the brand.
3

c) Role of hospitality related organisations & professional bodies in hospitality industry
The major role of all organisations in relation with hospitality industry is to prioritise
their customers. The success of every organisation in the current hospitality industry within UK
accounts to be its highly developed and increasing customer base. All the organisation in this
sector need to imply services that are in high coordination with the needs and requirements of
people. So the customer has to be given priority in order for thriving all the challenges in market.
Having a high customer bases enables a hospitality industry to lead the competition. So,
customer definitely has to be given priority in order for leading the competition among
diversified range of hospitality industries.
Coming towards the professional bodies, it is defined as that organisation in which
professional skills are highly developed considering a particular industry. It is up to an individual
owner or overall business to get included in that professional body or be trained via specialised
programmes (Solnet, Kralj and Baum, 2015). These professional bodies are responsible for
providing ample of opportunities related to networking as well as mentoring. Getting in
coordination with such professional bodies provides ample benefits.
 Discounts are offered on the planned training programmes.
 Ample opportunities to lead in the competition.
 Get the knowledge about key concepts and important frameworks from highly
experienced professionals.
 Existence of diversified training & developmental programmes and schemes provide
ample of career opportunities.
Emphasising more upon the hospitality industry in UK, BHA is the major professional
body representing many of the hotels. BHA stands for British Hospitality Association. It is a
combined representative for ample bodies such as clubs, restaurants, hotels, leisure-outlets and
many other organisations related to hospitality organisations in UK. All the established interests
coming out from hospitality industry are offered to government-ministers, parliament-members,
members of Welsh Assembly, EU Commission, media and cities of UK as well. However, after
the situation of Brexit, the relationship with EU Commission is likely to get terminated or
hovered by the consequences. With the combination of efforts in context to all involved
members, benefits could be entertained by each of business member which are usually long
4

lasting, tangible and positive as well for the organisations (Šerić, Gil-Saura and Ruiz-Molina,
2014).
The major role of the British Hospitality Association is to entertain the interests of
various associated brands, owners, operator within the hotels, restaurant, food-service, apartment
related to services, and ample of visitor attractions. They consistently make efforts in making the
hospitality industries competitive at international level. They also assure that the economy of UK
is able to foresee continuous growth in the overall economy. They always thrive for assuring
that the hospitality industries are functioning at their best.
To support their role, near about 40, 000 hotels, clubs, restaurants, serviced apartments
etc., come under the authority of BHA. Contextualising more upon this, it also has an inclusion
of four core campaigns which have been mentioned below :-
1.) Facilitating Access : Consistent efforts are made by asking government to introduce
improvements in the various involved procedures, referring to cost and visa-access in
UK.
2.) Driving the competitiveness : As per this, organisation thrives to be rather competitive
regarding VAT-regime in Europe.
3.) Hospitality which is responsible : Communities are consistently aided in achieving new
standardized methods regarding reduction in waste. In addition to this, government is also
advised to regarding methods of reducing costs of red-tape that usually slows down a
business.
4.) Providing inspiration to next generations by aid of Big-Hospitality Conversation :
Developing new job opportunities of about 60,000 by the year 2020 and also creating
300,000 new job-offers (Wang, 2013).
d) Evaluating different staffing requirements in various hospitality industries
The requirements regarding staffing at diversified companies are highly variable.
The reason behind this is that, every business involves a diversified type of ranges.
Contextualising more upon hospitality industry, emphasis is laid upon distribution of the tasks as
well as responsibilities according to the potentials present. Services are often given to the
consumers so that they are able to easily access the services of hospitality sector. Contextualising
upon the hospitality industries, diversified services are included such as the food-services,
accommodations, travelling services and many more to be included. Henceforth, in order for
5

effectively assessing all these divisions, proper staffing is henceforth required for making the
overall department becoming a success.
→ Food-Service staff : This particular is responsible for assuring delivery of proper food
services to the consumers related to hospitality industry. Also, many of other existing smaller
sections, have an inclusion of this particular staff as well. The involved cooks are responsible for
preparing the food under proper hygiene conditions. This also assures that the quality of the food
offered by the cook is enhanced and satisfy the requirements of staff as well (Gin-Choi, Kwon
and Kim, 2013). Coming towards the servers, they are accountable for delivering prepared food
to travellers. Adding more, the staff of food-service, are responsible for assuring that the coming
consumers or visitors are given a safe place. For achieving success in this, chefs along with the
head cooks are responsible for overseeing of the general staff.
→ Housekeeping-staff : The industries that come under travelling sector should be capable
enough of providing accommodation to all those people who wish to live inside a temporary
home for either waiting for departure or travel towards their destination. In order to do so,
training needs to be undergone by them in order for satisfying the needs and demands of all
customers. Majority of the associated aspects are adhered via aid of practical implementation of
ways. The management's location lies inside the hotels along with the accommodation, from
wherein all the involved activities could be handled effectively. Seeking the requirements of this
job, minimum requirement is of the bachelor's degree. Besides this, other fields are also a
requirement to be known for emphasising particularly upon accounting, management and
financing.
→ Travelling-agent staff : Emphasizing upon the travelling industry, this part of the staff plays
an efficient as well as crucial role. They play an effective role in planning and further organizing
trip for the customers as per their demands and requirements. Also, they are responsible for
acting as an advisor to all these customers (Ali, Amin and Cobanoglu, 2016). When this gets
properly implemented then, most of the customer's problems are either prevented or they are
effectively solved. The availability of a wide scope regarding this staff of the industry, aids them
in building strong & long-term relationships with the customers. This hospitality industry has a
direct inclusion of completion, which the company to autofocus upon building strong
relationships with the customers.
6

e) Justifying the roles, responsibilities and qualification requirements of the hospitality staff
→ Role of the hospitality staff : The role of the current hospitality staff has been facing a
diversified change in terms of multitasking. Besides the operation of housekeeping, they are also
responsible for taking care of various other functions such as laundry-operations, quality
controlling, cost-controlling and also at certain occurrences they are also responsible for acting
as an executive for the coming guests. An effective handling of all the major problems with the
housekeeping members is done by the chief-hospitality staff. Besides this, the hospitality staff
plays an effective responsibility in coordinating with the sales team. This leads to further
generation of high revenues (Claveria, Monte and Torra, 2015). Seeking the current scenario,
the entire room-division comes under the evaluation and controlling of hospitality staff. Besides,
the interior, décor, furnitures. The latest records say that in most of the hotels, hospitality staff
plays an effective role in coordination with the Research and Development Department thereby
contributing more towards the betterment of the company.
→ Responsibilities of the hospitality staff :-
Diversified responsibilities are there when it comes about describing the responsibilities
of hospitality staff. They are responsible for planning out and then accordingly organising
accommodation services. Furthermore, they promote and are involved in marketing related
activities as well. Since they are involved in the financing part as well, they are responsible for
maintaining both financial as well as statistical records. In order for consistently increasing their
efficiency, they hold the responsibility of attending the training programmes. Adding more to
this, the hospitality staff is also responsible for assessing and solving out all the queries related to
customers so as to satisfy their needs as well as requirements (Industry Insight: The Hospitality
Industry – The Answer to Unemployment?, 2013). Furthermore, they also need to ensure that the
security system is effective enough. Regarding this, they are also responsible for dealing with
various suppliers and contractors as well. Also, they have the responsibility of following and
working as per the set laws and regulations which al;so cover their health and safety.
→ Qualification requirements of hospitality staff
Among the various qualifications, business management is one of the key requirement. It
accounts to be of utter importance in all sectors of the hospitality management. Also this is very
valuable. Another requirement is commerce which accounts to be highly relevant in case for
ensuring good business practices (Boella and Goss-Turner, 2013). The training of industry
7

specific helps in assessing the diversified needs of this particular industry. This also has an
inclusion of the risk management training programmes as well. Adding more to the
qualifications, accountancy is also the most required element that helps in managing a major
function of hospitality industry in handling the finances (Top 5 Hospitality Management
Essential Qualifications, 2010). Also, the administration is another requirement since there exists
ample of administrative departments in diversified services. Besides this, bachelor's degree is the
minimum requirement that has to be satisfied by every candidate applying in this industry.
Besides this, excellent communication skills is a necessity since every day diversified customers
have to be dealt with.
f) Discussing the industry's current image
The hospitality industry's value towards the UK's economy might be overlooked but still
it poses to sustain the economic-revival. Hospitality industry in UK is the 4th largest contributor
towards the economy and is responsible for representing 10 % GDP. Ample of students
whenever start a new term in university, majority of them would be searching for jobs in order
for providing funds to their study. According to the records formulated by the British Hospitality
association, this particular industry has raise its level of importance for UK's economy. The
reason for such a record is that this entire industry employs individuals in a number which is
more than any other sector such as education, construction or manufacturing.
As per the reviews formulated and proposed by Mintel Leisure Review, ambitious targets
have been set the government regarding the field of tourism. The government aims to foresee
near about 40 m visitors by the year of 2020 along with £31.5 billion annual-receipt. Adding
more to this, the entire industry is majorly reliable upon the migrant-workers since migrants have
occupied a majority of 69% hotels (Ruetzler and et.al., 2014). The reason for rise in the migrant
situation is because of the Brexit situation. There has been a significant rise in the number of
migrants because the residents in EU under the fear of getting thrown out from there have
already migrated towards UK and initially prefer hotels since sudden arrangements could not be
done regarding homes. As a result ample of individuals have moved from the EU countries and
these are willingly ready to work for any vital organisation in UK.
Not only Brexit will be affecting the current working-practices but apprenticeship-levy
along with the national living wage are also responsible for modifying the work practices. Since
long, this industry has been regarded as one of the low-skilled industry which most people prefer
8

to do part-time jobs. Only 30 percent of the employees in hospitality industry are having the
policies to offer them support in order for maintaining the balance of working life. Such
companies usually have 80% rates high than those organisations in which this is not occurring.
So, as suggested by the Reed Hospitality and Leisure, if employees were provided more value
and care then, the situation would be assessed effectively by reduction in retention rates.
Awareness regarding the career opportunities in UK still have to face the cross some of
the major intermediate hurdles. But because of the new trend of TV shows, magazines and many
more platforms, ample of chefs and other hospitality related people have established themselves
successfully thereby gaining an excellent coverage. Also, seeing the current status, hospitality
industry's dynamic nature has effectively assisting it to cross all such hurdles. Furthermore, this
industry aids in learning ample of diversified skills as well as applications of implementing those
practices at work place (Sukru-Cetinkaya, Ergul and Uysal, 2014). So, the career and job
opportunities are diversified across huge spectrum of disciplines.
From the past 2 years, one third portion of jobs in UK are offered from this dynamic
industry of hospitality. This has effectively assisted in making the hospitality industry 4th largest
in the entire country. This poses sustainable-growth and significant as well as clear potentials.
Henceforth, a huge impact is imposed by the hospitality industry upon UK's unemployment rate.
TASK B
a) Analysing operational, managerial and legislative issues as a result of recent developments
→ Analysing the operational issues : The management in the hospitality industry is not just
responsible for dealing with planning out of certain set of activities, but rather faces complexity
of diversified operational issues. One of the major issues is related to the area of sales. It is not
the only responsibility of front-office to assist in raising of the revenues. So, the individuals of
marketing and sales departments have to aid them in order to enhance the revenues. Another
operational issue emerges out and that is shortages in the skills and labour. As per the reports of
People first 9% of the work people in Hospitality-industry were found to have of skill-gaps.
However, referring to the overall country, this data is about 5 % within the entire economy. The
reasons responsible for this, are usually because the working-time is very unsocial. Adding more
to this, long working hours as well as low pays and many more such factors have effectively
contributed in making the managing process to become more complex. In relation to customer,
service is another key issue in the hospitality industry (Pereira-Moliner and et.al., 2015). The
9

reason for such issues is that diversified customers have different cultures, choices requirements
which have to be taken care of by the service that is being provided to them.
→ Analysing the managerial issues : The most vibrant and emerging that has to be dealt by the
manager is in accordance with the customer satisfaction (Kandampully, Zhang and Bilgihan,
2015). There occur ample situation in which managers often have to deal with customers having
complex mentality. Such customers often have tantrums and demand very complicated
requirements which makes it a difficulty for the management staff to deal with. Here also,
managers often have to deal with the complexity and adversity of shortages in labour since they
are not left with ample employees to get the task done. Often in carrying the diversified
operations, they also have to face challenges regarding coordination with the latest technology so
that they are able to smoothly carry their functions and aid customer satisfaction as well.
→ Analysing the legislative issues : Diversified set of laws and legislation have to be considered
before entering the hospitality industry. A wide range of rules exist from license rules to the
regulations regarding fire and food. So, on occurrence of any such violation of these rules &
regulations, no excuse is considered in front of law. Assessing these issues might turn to
undertake an action which could even imprison someone on case of serious breach. Furthermore,
the act of 1985's Business Names restricts the business owners to name their business after their
personal name. Also, the Trade Descriptions act(1968), enforces the business owners in
hospitality industry to give a detailed description of the facilities provided in their organisation
(Hotels Laws UK, 2017). Furthermore, the authorities within the hospitality industry often have
to consider the principles of Credit-Card-Order(1990)& data-Protection-Act(1998)in order for
maintaining the privacy of their customers at the bookings time or any other services which
involves customer related personal information.
b) Justifying the futuristic trends & developments in hospitality industry
The growing diversity in the hospitality services has affected the life of many individuals.
Seeing the current developments in the use of social media platform for advertising their
individual abilities have proven to be effective enough in enhancement of the UK's economy. A
diversified set of services is usually included within this industry. Theme parks, hotels,
transportation facilities, etc., have an inclusion within this diversified set of services. A major
part of the tourism industry as well is included this huge industry. Coming towards the foods and
services, food items have now been freed from gluten and mostly organic items are preferred.
10

Spectrum has been diversified from e-platforms towards the spas related to wellness. All these
have proven to be effective trend setters in the hospitality industry.
Contextualising upon the hotel sector, $550 billion US dollars are estimated to be
whooped each year. This will be expected to raise the overall revenues of entire country by a
huge amount. The increasing engaging with the social media platform will be majorly playing an
effective role within the diversified industry of hospitality. The enhanced influence of Facebook
& twitter are expected to drive the customer interaction as well as their power of purchasing in
the future. Seeing the current data, investments in IT sector of Hospitality has been at low levels.
But seeing the ample of available opportunities in job as well as career, these investments is
likely to foresee advancement. And advancements in the technology re likely expected to affect
the consumer's behaviours. Also, the concept of niche marketing that is expected to foresee a rise
in future. This will be able to effectively assess the retired persons, enthusiasts related to health
& so on this list goes increasing.
c) Analysing the impact of predicted trends & developments
The most significant impact will be established by the enhancement of social media
platform which will assist in effectively connecting the people from all over the world. This will
also ease out the managerial, operational and legislative issues since most of the tasks and
associated handling of employee and customer data will be handled on a digital platform. Also,
the increase of revenue by ample availability of jobs will affect the economy of UK in positive
way and therefore provide ample of people the ability to establish their career in long terms with
hospitality sector. Adding more to this, the advancement in technology will assist the authorities
in providing effective services to their customers so that they are able to establish long term
relationships with their customers (Radojevic, Stanisic and Stanic, 2015). The concept of niche
marketing will effectively assist the diversified hospitality industry to make it the number one in
UK's economy since ample of job opportunities will attract a majority of people all over UK
thereby reducing down the unemployment rate. Also, this will assist the authorities to effectively
handle the migrants who will be moving towards UK from EU countries after the situation of
Brexit. So, the entire industry will be foreseeing ample of enhancements in revenues which will
make the hospitality industry one of the most prominent industries in the entire country.
11

CONCLUSION
From the report it can overall be concluded that hospitality industry though is regarded as
a low skilled industry, still accounts to be the highest contributor in the economy of UK. The
estimated trends and developments in the hospitality industry in future will aid the revenue
enhancement. This enhancement will mainly be because ample of jobs availability will be
thereafter the migrants from EU countries moving to UK after Brexit. So, diversified career
opportunities and jobs will be aided to individuals. Adding more, social media platform will turn
out to be an effective platform which will be connected majority of people from the entire
industry as well as efficiently assess the customers needs by including them as well.
12

REFERENCES
Books and Journals
Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience,
emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese
hospitality industry. Journal of Hospitality Marketing & Management. 25(4). pp.449-475.
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.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Claveria, O., Monte, E. and Torra, S., 2015. A new forecasting approach for the hospitality
industry. International Journal of Contemporary Hospitality Management. 27(7). pp.1520-
1538.
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.
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.
Kim, M., Vogt, C. A. and Knutson, B. J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research. 39(2). pp.170-197.
Pereira-Moliner, J. and et.al., 2015. The Holy Grail: Environmental management, competitive
advantage and business performance in the Spanish hotel industry. International Journal
of Contemporary Hospitality Management. 27(5). pp.714-738.
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.
13

Ruetzler and et.al., 2014. Perceptions of technical skills required for successful management in
the hospitality industry—An exploratory study using conjoint analysis. International
Journal of Hospitality Management. 39. pp.157-164.
Šerić, M., Gil-Saura, I. and Ruiz-Molina, M. E., 2014. How can integrated marketing
communications and advanced technology influence the creation of customer-based brand
equity? Evidence from the hospitality industry. International Journal of Hospitality
Management. 39. pp.144-156.
Solnet, D., Kralj, A. and Baum, T., 2015. 360 degrees of pressure: The changing role of the HR
professional in the hospitality industry. Journal of Hospitality & Tourism Research. 39(2).
pp.271-292.
Sukru-Cetinkaya, A., Ergul, M. and Uysal, M., 2014. Quality of relationship on information
technology outsourcing for organizational success in hospitality industry. Journal of
Hospitality and Tourism Technology. 5(3). pp.229-244.
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.
Wang, C. J., Tsai, H. T. and Tsai, M. T., 2014. Linking transformational leadership and
employee creativity in the hospitality industry: The influences of creative role identity,
creative self-efficacy, and job complexity. Tourism Management. 40. pp.79-89.
Wang, Y. F., 2013. Constructing career competency model of hospitality industry employees for
career success. International Journal of Contemporary Hospitality Management. 25(7).
pp.994-1016.
Online
Hotels Laws UK, 2017. [Online]. Available Through : <www.assetsure.com/business/hotel-
insurance/hotels-laws/>. [Accessed On : 4th July 2017].
Industry Insight: The Hospitality Industry – The Answer to Unemployment?, 2013. [Online].
Available through : <http://www.hotel-magazine.co.uk/industry-insight-the-hospitality-
industry-the-answer-to-unemployment>. [Accessed On : 4th July 2017].
Top 5 Hospitality Management Essential Qualifications, 2010. [Online]. Available Through :
<http://www.academia21.com/blog/2010/10/12/top-5-hospitality-management-essential-
qualifications/>. [Accessed On : 4th July 2017].
14

15