Hospitality Industry Analysis

This assignment delves into the contemporary structures employed within the hospitality industry. It examines a functional organizational model exemplified by Shangri-La Hotels using an illustration for clarity. Furthermore, it explores significant trends influencing the industry's evolution, drawing upon scholarly research articles that highlight topics such as customer experience, sustainability, employee engagement, and ethical practices.

Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1, M1 and D3. Scale, scope and diversity of hospitality industry.......................................1
1.2 and M2. Organizational structure of hospitality organizations........................................2
1.3 Role of different organisations and professional bodies..................................................3
TASK 2............................................................................................................................................4
2.1 Different types of staff requirements in the hospitality sector.........................................4
2.2 Duties, responsibilities and qualification need in these staff members............................5
TASK 3&4.......................................................................................................................................6
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................7
Books and Journals.................................................................................................................7

Illustration Index
Illustration 1: Functional structure of Shangri La............................................................................3

INTRODUCTION
Hospitality industry is the vast category than other industries and it consists many
customer services. This sector is fully depended on customer's confidence and business thought.
As a result, they apply great pressure on this industry to force this sector for innovate and render
valuable services to their customers (Radojevic, Stanisic and Stanic, 2015). It includes several
fields within service industry that includes hotels, restaurants, pubs, bars, resorts, travel and
tourism, theme parks, travel agents, tour operators, entertainment and recreational venues.
In UK, it is become one of the main revenue generating sectors as the industry is
changing rapidly. This case study deals with the various aspects of contemporary hospitality
industry that will explore the dynamic attributes in respect of hospitality, current factors affecting
it, trends, developments, research, analysis of information and evaluation of justified ideas. It
also briefly explains various ownership and management styles as well as organizational
structure of several sectors of hospitality industry. In this project, types of products and services
offered by Shangri-la hotels and resorts are studied.
TASK 1
1.1, M1 and D3. Scale, scope and diversity of hospitality industry.
Hospitality sector has impacted the society in the right way as it employs more than 10%
of UK's total workforce. It includes various businesses like food, beverages, accommodation,
catering, pubs, bars, clubs etc. making its scope large. Because of innovation, ownership,
classification, service level, grading system and future trends makes hospitality industry gets
diversified.
Shangri-la hotels and resorts has over 95 hotels and resorts with over 38,000 rooms in
Asia, Europe, The Middle east, North America and Australia. Other than food and beverages, it
also renders spa, valet parking services, bars, dance floors, swimming pool and lawns. The
current scale, scope and diversity of this sector are discussed below:
Hospitality services- This sector provides many support services to several other
industries like hotels and restaurants (Jones, Hillier and Comfort, 2016). It is renders food and
drink as well as provides management facilities like services that relates to housekeeping and
security. This considers segments like travel, business, education, retail, health care, concert
events, leisure venues and many more. Currently, there are around 200,000 people working in
this sector out of which 62% are females.
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Travel and tourist services- It relates two segments which are tourism and travel. The
travel services offer expansion support of travelling and tourism comprises tourist services
offering inbound and outbound domestic tourism and it also consists at national or regional level
tourist boards, information centres and tour operators (Wang, 2016). There are 120,000 people
working in this sector and 62% out of it are female staffs.
Food and service management- This sector provides assistance to several industries
ranging from traditional hospitality industries like restaurants and hotels to other segments.
Services rendered by these industries are related with food and beverages (Jauhari and Bharwani,
2017). More than 200,000 people are involved in this sector in around 25,000 companies.
Around 66% of employees are females.
1.2 and M2. Organizational structure of hospitality organizations.
The relationship between the people and different departments of an organization makes
up the organizational structure. Different organizations have various composition. For discussing
the organizational structure of hospitality companies, there are different type of departments and
various managers of those. On the top level an executive manager who serves as the leadership
of the special property and it includes the general manager. In case of a large organization, there
are one or more assistant manager and they help the above executive manager. The general
manager control over on the whole firm and he or she also responsible for all business activities
(Ali, Amin and Cobanoglu, 2016). They are works with various departments managers and their
supportive team to make sure about all services should run smoothly, problems should handled
and conflicts solve in minimum time frame. In any organisation, there are some example of
different types of organisational structures that are as follows : Line organisational structure – It refers only vertical and direct relationships between
various level of any organisation. Flat organisational structure – In any organisation, if there is only a manager and all
others are employees work under them. Matrix organisational structure – It is based on permanent organisation and it is
designed to achieve the specific targets by its management team.
 Functional organisational structure – in this type, there are many managers and
supervisors work together for achieving a certain height of business.
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According to scenario in this given case there is a company Shangri-la hotels and resorts
and it follows the Functional organisational structure (Zopiatis, Theocharous and Constanti,
2016). Every firm or organization which is operates the five star hotel services and theme park
which needs a special organizational structure for its daily business operations and they have
delegates authority within the organization.
1.3 Role of different organisations and professional bodies
In the hospitality industry, there are various types of organisations that provide many
services to their clients in order to achieve maximum profits. It is a very vast and customer
friendly sector. It focuses on customer preferences and provides all services according to them.
For this reason, it got big turnover as well as maximum revenue. It is a special sector which
works for public welfare and its all products and services also made various design and
implement according to them (Solnet, Kralj and Baum, 2015). In the context of this, the major
role of the companies in this industry is to facilitate customer services and engage in training and
certifying development programs.
It has a broad category and includes various restaurants, event planning, lodging, cruise
line, transportation and many fields of tourism sector. This industry is depends on the disposable
income and availability of leisure time. It has various groups such as direct operations, facility
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Illustration 1: Functional structure of Shangri La
(source- Organization & Structure, 2008)

maintenance, marketing, management and human resource. In this context, there are some
organisation, have different from each others these are Institute of hospitality, British Hospitality
Association, British Institute of Innkeepers and Springboard UK. These are important towards
achievement of various goals and targets. The different sectors of this industry are as under : Recreation Lodging Food and beverages Travel and tourism
These are some example of organizations and professional bodies that are consisted and
operates its business activities.
TASK 2
2.1 Different types of staff requirements in the hospitality sector.
Staffing is refers as hiring, appointing, training and developing different types of people
in the organization. It is a special technique that follow in every company and it is conducts by
the manager of human resource department. It has a special procedure and essential for carrying
out its business activities and operations (Wang, 2014). It is the duty of the management team of
the organization, that they recruit special person have various skills, abilities and talents. Main
purpose of this process is to build up a strong team and maintain them to increase the
organization's productivity. It is helpful for the company to expand its turnover as well as
revenue generates. The management makes sure about their labour turnover rate that it is
minimum as much. It makes increase the overall productivity and also help in providing various
services. In the industry there are many problems can raise from semi skilled and unskilled staff
member so it will make sure about all the employees and staff members should give proper
training facility and develop their potential abilities in order to achieve desired goals and targets.
There are various type of employees required in many departments, are as follows :
Food service staff – In this category, it is essential staff for the restaurant and hotel
businesses for their food and catering services (Domingo and et.al., 2016). These staff should be
skilled and have full ability of making and serve food as well as beverages.
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House keeping staff – These are the employees that gives many services like laundry,
special services for attract customers. Every organization in this sector must have this department
and staff members.
Management staff – In such criteria, the employees have ability to manage all activities
and control over on them. The staff member can manage all activities which are profitable for the
organization.
Transportation staff – In this department, the staff member have ability to drive various
vehicles for bring their clients and provides many services.
2.2 Duties, responsibilities and qualification need in these staff members.
The employees that are recruit and work in this industry, have many skills and they also
have several roles and responsibilities to work in that organization (Radojevic, Stanisic and
Stanic, 2015). Different duties must have by the staff members and they are responsible for
overall operations. The various types of function and duties of such employees and staff
members are given as below :
1. Functions and duties -
 Food and beverages management – It is the essential liability of all the employees
to manage the drinks and food for their customers (Kandampully, Zhang and
Bilgihan, 2015). The organization is fully depends on them because the serving style
attract new customers and it will increase the sales revenue of the firm
 Budget management – In every company, works in this sector have some special
employees for managing its budget according to their expenses and it will helpful in
increase the revenue (Jones, Hillier and Comfort, 2016). The staff member can reduce
the over expenses by using their abilities and skills.
 Maintain the co ordination – This is an important task that accomplished by every
employees that they should maintain proper co ordination among various departments
and solves different conflicts that can raise among the employees.
 Better customer service – It is the potential liability for each employees that they
should provides the best customer services to attract new customer and maintain the
brand image of that particular organization.
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 Supervising – This is the special task that should accomplished by the top level staff
manager that they check all works that completed by the employees who works under
them.
2. Major qualifications required in those staff members - Administration – This is the basic requirement of working that should be consists in
every employee that they can work easily. Commerce – every member of staff management should have the required level of
knowledge about commerce and its related points (Wang, 2016). It is useful in managing
financial services.
 Business management – This qualification is also necessary requirement in all the staff
members and this will increase their organizational turnover. This also helpful in making
brand image.
TASK 3&4
Covered in ppt
CONCLUSION
The hospitality industry is very big and there are many opportunities for job and personal
growth. In this sector, there are many organizations and they provide better services to their
potential customers in their target market in order to achieve desired goals and targets. In this
report, various types of products and services of Shangri-la hotels and resorts are discussed and
furthermore, the organizational structure of this hospitality industry is provided. Lastly, the staff
requirement and their role and duties in their organization discussed.
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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.
Domingo and et.al., 2016. A career in the hospitality industry: An exploratory study of female
postgraduates' attitudes and perceived difficulties. CAUTHE 2016: The Changing
Landscape of Tourism and Hospitality: The Impact of Emerging Markets and Emerging
Destinations, p.988.
Huang and et.al., 2016. The impact of CEO servant leadership on firm performance in the
hospitality industry. International Journal of Contemporary Hospitality
Management, 28(5), pp.945-968.
Jauhari, V. and Bharwani, S., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing and
Consumer Behavior (pp. 159-185). Apple Academic Press.
Jones, P., Hillier, D. and Comfort, D., 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.
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.
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.
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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Wang, C.J., 2016. Does leader-member exchange enhance performance in the hospitality
industry? The mediating roles of task motivation and creativity. International Journal of
Contemporary Hospitality Management, 28(5), pp.969-987.
Zopiatis, A., Theocharous, A.L. and Constanti, P., 2016. Adult vocational decision, career
satisfaction and future intention: Insights from the hospitality industry. International
Journal of Contemporary Hospitality Management, 28(12), pp.2696-2720.
Online
Organization & Structure. 2008. [Online]. Available through:
<https://christianchurchdevelopment.wordpress.com/2008/10/20/church-organizational-
structure/>.
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