Contemporary Hospitality Industry: Operational Roles, Skills, Factors, and SWOT Analysis of Marriott International

Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
TASK 2............................................................................................................................................4
Discuss different range of operational roles in hospitality industry...........................................4
Examine the skills required for roles in the hospitality industry and their current skills
shortages .....................................................................................................................................5
Review the skills gaps within the hospitality industry in relation to a range of different
operational roles..........................................................................................................................6
Analyse the impact that skills gaps have on hospitality businesses and make valid solutions
for addressing these skills gaps...................................................................................................6
TASK 3............................................................................................................................................7
Assess the social, political, economic, environmental, technological and legislative factors
which affect the development of organisations operating in the hospitality industry.................7
Carry out SWOT analysis for hospitality organisation and review their decision making
process.........................................................................................................................................8
Evaluate the impacts of external factors on the development of organisations operating within
the hospitality industry with the help of specific examples......................................................10
TASK 4..........................................................................................................................................10
An appraisal of the implications of current and potential trends in the hospitality industry....10
An evaluation of the ability of your chosen hospitality business to develop products and
services that will meet current trends........................................................................................11
Critically evaluate how external factors impact on current and potential trends and
developments in the hospitality industry using specific examples to demonstrate how the
industry has developed in response ..........................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES:.............................................................................................................................13
Books and Journals...................................................................................................................13

INTRODUCTION
Hospitality industry is experiencing rapid growth due to increase in demand related to
their services. It involves wide range of services and products like lodging, event planning, travel
and tourism, food and drink services and theme parks. It contributes huge revenues in the overall
GDP of country. Hotels, restaurants, pubs and other accommodations occupied large part of
hospitality industry (Ali, Park, Kwon and Chae, 2019). It provides positive and expected
experiences to their customers which increase the rate of travel and tourism. This report is based
on Marriott International which founded in 1927, March 5. It is headquartered in Maryland, US
and provide services and products in all over the world. Their main products are hotels and
resorts which are responsible for major revenue generation. This report will discuss about
operational roles in hospitality industry and skills required for those operations. Different factors
which create impact on the development of operations are discussed in context to hospitality
industry. SWOT analysis is carried out so that organisation can improve their decision-making
process. Implication of potential and current hospitality industry trends are mentioned in this
report with the help of examples.
MAIN BODY
TASK 2
Discuss different range of operational roles in hospitality industry.
There are number of roles and responsibilities are involved in hospitality industry
because it offer wide range of products and services. The facilities are provided by specific and
expertise individual so that they can maintain proper accuracy in operations (Ali and et.al.,
2020). Marriott International is one of the preferred organisation in the field of hospitality
industry. They hire candidates who perform operations in professional manner for every
department. This assist them in attracting large number of customers in effective manner.
Different operational roles which are present in hospitality industry are discussed as follows:
Housekeeper: This operational role is highly required for every organisation as it is
responsible for providing services to the customers. They ensure that common areas, guest
rooms, hallways, lobbies, rest rooms stay clean and presentable for guests. Housekeeping

department of Marriott International focus on maintaining appropriate and required standards
which are best suitable for their guests.
Food and beverage service department: Hospitality industry offer wide variety for
beverages and foods to their customers. It is responsible for satisfying the needs of guests related
to food and beverages according to their taste and preferences. Marriott International focus on
the requirements of their guests so that they can customise their services related to food
department. Their food and beverage staff interact with guest on personal basis so that they can
understand their demands.
Front office department: It is the first point of contact which is responsible for
entertaining guests for offering services. All the queries and doubts of customers are resolved by
front office employees (Chang, Liu, Wang and Yi, 2020). Marriott International welcome their
guest in very friendly manner which creates positive impact on their mind. They also focus on
the complaints and problems of customers related to the other services of an organisation. It
assist them in providing better services to them in without any difficulties.
Examine the skills required for roles in the hospitality industry and their current skills shortages
Skills plays major role as it assist in carrying out operations in appropriate manner. It
reduces and minimises chances of mistakes which provides positive outcomes. Hospitality
industry includes number of employees who have to perform specific operations. Those
operations can be performed with the help of required skills which are responsible for high
quality services. Marriott International focus on improvement of required skills in their
employees. There are various skilled which are essential for hospitality industry are discussed as
follows:
Communication: This skill is highly required in the employees as it helps conveying all
the information related to facilities and services. Employees of Marriott International develops
healthy relationship with their customers with the help of appropriate communication skills.
Positive behaviour of employees towards guest is essential for engaging them for long term.
Communication also helps in resolving doubts and miss understanding so that customers feel
satisfied with the services.
Problem solving: With the help of this skill hospitality industry focus on the providing
high standard and quality services to their customers. It is required to become customer focused
which is responsible for resolving queries and problems of customers on regular basis (Farrukh