Hospitality Industry & Information Technology

This assignment delves into the significant impact of information technology on the modern hospitality industry. It requires students to analyze academic research articles focusing on various aspects, including marketing strategies, sustainability practices, employee training, and organizational behavior within the context of technological advancements. The goal is to understand current trends and predict future developments in this dynamic field.

Contemporary Hospitality

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK A ..........................................................................................................................................3
1.1Analysis of the structure of the current scale, scope and diversity of the hospitality industry
.....................................................................................................................................................3
1.2 Organizational structure of different hospitality industries..................................................4
1.3 Role of hospitality related organizations and professional bodies in the hospitality industry
.....................................................................................................................................................5
2.1Assessment of the staffing requirement of different hospitality industries............................5
2.2 Roles, responsibilities and qualification requirements of hospitality staff...........................6
3.2Current image of the industry................................................................................................7
TASK B...........................................................................................................................................8
3.1Analysis of operational, managerial and legislative issues resulting from the recent
developments affecting the hospitality industry.........................................................................8
4.1 Justification of the predicted future trends and development in hospitality.........................9
4.2 Impact of the predicted future trends and development in hospitality................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
BIBLIOGRAPHY..........................................................................................................................13

INTRODUCTION
Hospitality industry operates with the perspective to serve customers in an effective
manner. It is the fastest growing industry which includes the services like lodging, restaurants,
cruise line and many others. This sector is very complex and keeps on changing its business
activities to serve the large number of customers. Hilton Worldwide is the largest hospitality
companies in context to the British hospitality industry sector in the UK. This is one of the most
preferable brands among the entire hospitality chains. The report discuss about the structure of
the current scale, scope and diversity of the hospitality industry. Along with this, organizational
structure is being discussed with the assessment of the role of hospitality related organizations
and professional bodies. Further, staffing requirements are assessed along with the other needs.
Different issues will be analyzed which are affecting current image of the hospitality industry.
Lastly, predictions will be justified in context to the future trends along with its impact over the
hospitality industries.
TASK A
1.1Analysis of the structure of the current scale, scope and diversity of the hospitality industry
The hospitality industry is one of the fastest and largest growing sectors in the world.
There are large numbers of hotels that are operating and significantly making larger contribution
into the economy of the country (Line and Runyan, 2012). Among the service industry, it is
being ranked as the third largest industry which provides employment to the workforce to
manage the entire operations. The structure is very large as it comprises of different types of
services and other entertainment facilities in order to help the guests to enjoy their valuable stay.
For instance; Hilton Worldwide has more than 4,600 hotels, resorts and time share properties in
the 100 countries and territories.
The scope is very large as stated by British Hospitality Association. Hospitality industry
comprises of different commercial sectors such as hotels, restaurants, fast food chains outlets,
pubs, cruise lines and many others. Along with this, it includes the welfare sector like education
institutions, hospitals and others (Boella and Goss-Turner,2013). The hospitality industry
operates for tourists to provide large number facilities and make their stay more comfortable and
relaxing. Hence, Hilton Worldwide has the greater scope as it requires efficient workforce to
manage the entire operations and provide guests with all the amenities and other services.

Hospitality industries diversified over the larger scale. In relation to the different
perspectives such as innovation, ownership, level of the services that are rendered and leisure
facilities to provide the guest with the standardized form of services. Hilton Worldwide does not
only provide the foods and accommodation but; also provide various services such as conference
and meeting rooms, internet, and other facilities. This provisions help to bring innovation into
the services which are rendered by them (Yen and Teng,2013). Similarly, the ownership of
Hilton Worldwide is public limited company which provides high level of services to the guests.
Along with this, Hilton Worldwide also offer the world best leisure facilities to their guest so that
they are able to enjoy their holidays. Therefore, huge diversification is made into the hospitality
industries to meet the demand of the guests in more proficient manner.
1.2 Organizational structure of different hospitality industries
The organization structure defines the relationship between people and departments that
are present within the firm. In the hospitality industry, organizational structure is very different
as it is classified into several categories such as flat, tall and hierarchy structure. Organizational
structure of Hilton Worldwide is tall as it consists of several levels of staff to carry out the
operations. It consists of the different areas in which the entire operations are carried out to meet
the requirement of the client in an effective manner (Llach and et.al., 2015). For instance; Food
preparation is being done with the help of groups of staff so that they are able to fulfil the
requirements of the guest on time.
Similarly, the accommodation service sector of the hospitality industry has different types
of ownership and structure. As Hilton Worldwide is the public limited, financial assistance is
being provided by the different stakeholders through whom the accommodation services can be
rendered to the guests (Ryan, 2015). The profit which is generated is equally distributed with the
stakeholders that help in enhancing the market position of Hilton Worldwide. They provide them
with the efficient funds to manage the entire operations and make the resources available.
Although, being PLC, entire functions are carried out in a systematic manner. With the efficient
utilization of the human resources, the operations are carried out and the requirements of the
guests are fulfilled in a proper way. Through the help of the employees, the work level is
maintained in an appropriate form.
Hilton Worldwide adopts different research and development tactics to identify several
aspects so that they are able to increase the customer base. Through this, Hilton Worldwide

would be able to adopt different marketing strategies which will help into catering the large
number of customers (Jayawardena and et.al., 2013). Along with this, Hilton Worldwide also
provides proper securities measure so that the guests feel secure within the premises and enjoy
their valuable stay at Hilton Worldwide.
1.3 Role of hospitality related organizations and professional bodies in the hospitality industry
Hospitality sector of the UK is very large in comparison with the other sectors. This
industry comprises of different organizations and professional bodies which helps in carrying out
the entire operations. They help Hilton Worldwide to avail all the opportunities which are
present in the market place by performing their significant role. The organization and
professional bodies are discussed below:
British Hospitality Association: It incorporates the Restaurant Association and is the
non-government representative body that represent the hotels, restaurants and other leisure
outlets (Ryan, 2015). Role of British Hospitality Association is to promote the interest of
hospitality industry to the government ministers and make the necessary implementation to make
advancement in the hospitality industries.
Institute of Hospitality: It is the institute which comprises professional bodies and
managers who work in Hilton Worldwide and study simultaneously in the hospitality and leisure
industries (Institute of Hospitality, 2011). The role of this professional body is to help the
professionals of Hilton Worldwide to grow their knowledge, profile and expertise to make
offering with the standardized and quality services.
British Institute of Innkeepers: It is the professional body which is associated with the
licensed retail industry (BII, 2015). The role of British Institute of Innkeepers is to raise the
funds and support the charitable aims of Hilton Worldwide.
Springboard UK: Hilton Worldwide, with the help of Springboard UK, provides the
opportunities to the people to achieve high potential standards (Springboard UK. 2016). The
major role of Springboard UK is to act as the support system for the people who are unemployed.
Thus, it helps people facing the barrier which are related to the job roles that are assigned to
them.
2.1Assessment of the staffing requirement of different hospitality industries
As the hospitality industry is very wide and large it requires ample amount of workmen
and other employees to manage the entire operations in an effective manner. The proper

hierarchy is being followed to assess the staffing requirement of the different hospitality
industries (Murphy, 2013). Effective tools and techniques are adopted to meet the staffing
requirement of Hilton Worldwide. For meeting the staffing requirement they distribute the
employees in to the groups to manage the entire operational activities in a smoother form. Proper
tools are used to improve the employment efficiency in Hilton Worldwide that determine the
effective results as the employees helps in obtaining the targets that are determined by the higher
level personnels.
Hilton Worldwide offers a broad number of services to the guest and require the efficient
employees to carry out the day to day operations in an proper manner. In accordance to their
requirement, Hilton Worldwide require the efficient and well trained employees to carry out the
working and ensure that the need of the customers are served in the best and better form. Along
with this, it is required that the other services that are related to the food services of the guests
must be performed in a specific manner (Davis and et.al., 2013). This can be done with the help
of hiring the proficient employees that are competent enough to deliver the best services to the
guests.
In Hilton Worldwide, guest are treated as the valuable asset for the entire organization
and it require to acquire the standardized qualified staff to manage the entire operations in an
effective manner. Each aspect is assessed in correct manner, through which Hilton Worldwide is
able to fulfil the staffing requirement in an efficient form.
2.2 Roles, responsibilities and qualification requirements of hospitality staff
The roles, responsibilities and qualification requirements of hospitality staff are
specifically defined as it is the essential requirement of the hospitality industries. These are
defined beforehand so that it helps the organization to carry out their operations in a smooth
manner. Proper structure is being followed in order to define the following aspects:
Roles: There are different roles that are assigned to the people who are engaged into
performing the various operations of Hilton Worldwide.
Management: In Hilton Worldwide, the management plays a very significant role as they have
to manage the entire operations in an effective manner (Llach and et.al., 2015). They provide the
guidelines and instruction to the lower level to perform the various tasks simultaneously.
Supervisor: The entire work of the employees is being monitored in Hilton Worldwide under
the supervisor so that they are able t deliver the best services to their guest. Supervisor provide

instruction as per the guidelines defined by the management to the employees to manage the
entire operations (Law, Leung and Au, 2013).
Operative: The role of the operative is to function as per the instruction provided by the
supervisor to meet the requirement of the guests. This helps Hilton Worldwide to provide better
stay to the guests with the help of the efficient employees.
Responsibilities: It is associated with the aspect that define the work of the individual
within the industry (Sloan, Legrand and Chen, 2013).
Junior staff: They are responsible to carry out the entire operations which are related to
housekeeping services and food services that are made available to all the guest of Hilton
Worldwide.
Senior manager: They are liable to monitor the entire operational activities which are carried
out at Hilton Worldwide and ensure that the team leaders are able to guide the staffs to provide
better services.
Team Leaders: They are obligated to guide the junior staff to manage the entire operation in an
effective manner and provide the valuable services to the guests as per their instruction.
Qualification: This the major requirement which helps in making the personal deliver the
best to others (Llach and et.al., 2015).
Degree: The employees that need to get employment into the hospitality industry require a
bachelor degree in hospitality. Through this, the individual is able to obtain the necessary
information and render the best services as per their qualification.
Professional and specialist: The individual which is professional and specialist are being hired
to carry out the respective operations in which they are specialist. Thus, it helps Hilton
Worldwide to provide the quality services to the guests.
3.2Current image of the industry
The hospitality industry is operating over a greater height. As modification and huge
diversification are made into this industry to serve the large number of customers. Hilton
Worldwide make use of the effective tools and tactics to provide the valuable stay to the guests.
Along with this, amenities are well standardized as Hilton Worldwide is the big company which
operates in order to provide the best services to their guests.
With the advancement into the overall business environment, Hospitality industry has
also brought up major transformation in their work structure as well as the functional aspects has

been improved to a greater extent (Yeoman and et.al., 2015). Hilton Worldwide ensure to
provide the best services to the guests with the use of innovative techniques and technology.
Hence, this helps Hilton Worldwide to be the best among the entire hospitality industries.
TASK B
3.1Analysis of operational, managerial and legislative issues resulting from the recent
developments affecting the hospitality industry
There are various issues that are related to the hospitality industry and affects the entire
functioning over a greater extent. It comprises of different categories with which the issues are
related and affects the entire performance aspect of Hilton Worldwide. The issues that are
resulting fro the recent development is discussed below:
Operational issues: These are the issues that are related to the recent modification in the
operational activities of Hilton Worldwide. Different issues are stated below that affects Hilton
Worldwide to a greater extent Recruitment and retention: This is the major issue that is encountered by Hilton
Worldwide as recruitment is the major aspect that need to deal out in an effectual manner
(Jayawardena and et.al., 2013). As if the hired personal is not competent enough affects
the overall functioning of Hilton Worldwide. Along with this, the other issues is also
related which is related to the retention of the employees as huge work load is made upon
the employees to carry out the entire operations.
 Socio-cultural issues:These are the major issue that is encountered by Hilton Worldwide
as it employ high diversified workforce to manage the entire operations. The employees
are from different background and due to which the difference arises between them and
affect the overall functioning of Hilton Worldwide.
Managerial issues: These are the issues that are related to the managerial aspects of Hilton
Worldwide to manage the entire operations in an effective manner. Various issues are identified
which affects Hilton Worldwide to a greater extent are discussed below: Quality assurance and control: This is related to the managerial aspects of Hilton
Worldwide to taken into consideration the several aspects but fails into assurance and
control of the quality of services which are rendered by them (Sloan, Legrand and Chen,
2013).

 Policy development: The management of Hilton Worldwide does not make the proper
development of the policy which affect the overall functioning of the employees as their
interest is not safeguarded (Davis and et.al., 2013). Due to this, the entire working of
Hilton Worldwide is affected to a greater extent. Poor policy development affect the
management abilities of the workforce and result into failure of meeting the success
parameters.
Legislative issues: These are issues that are influenced by the legislation which compliances the
overall decision of Hilton Worldwide to deal with the several perspective that are discussed
below: Discrimination: This is major issue that is faced by the hospitality industry and huge
discrimination is done on the basis of gender, age and other aspects (Kang and Lee,
2014). It affects the overall functioning as Hilton Worldwide also faces the same issue
and result into the poor functioning of the employees and huge turnover.
 Minimum wages: The employees are not paid as per their competencies which raise the
issue that is related to the minimum wage requirement of the employees that affect the
entire operational activities as employees get disappointed with the offering made to
them.
4.1 Justification of the predicted future trends and development in hospitality
The hospitality industry has been developing over a greater speed at a wider scale. Due to
this the different hotels are able to cater the large number of people who want to spend the
leisure time (Davis and et.al., 2013). With the passage of time, there are various advancement
made into the particular sector because hospitality sector is related to provide the best services to
the customers.
With the globalization, major advancement are made into the hospitality industry in order
to match up with the future trends. Likewise, Hilton Worldwide also design the future goals
beforehand so that they are able to hire the best personal to manage the operational activities and
render the best services in return (Tracey, and et.al., 2015). Hilton Worldwide also adopt the e-
recruitment process, through this they will save the cost which is spend over the personal that
hire the professionals for Hilton Worldwide. This will make Hilton Worldwide to operate as per
the trends that are present in the market place and adopt different tactics in order top develop and
serve the large number of customers. Hilton Worldwide adopt proper work patterns because they

want to be competent enough to serve the guest in the best manner and provide the guest with the
highly standardized and quality services (Yen and Teng,2013).
4.2 Impact of the predicted future trends and development in hospitality
Over the hospitality industry, the predicted future trend has a very positive impact.
Through this, Hilton Worldwide is able to provide the best services to the customers. This make
the stay of the guest more relaxing and enjoyable with them (Murphy, 2013).
Similarly, Hilton Worldwide helps the employees to maintain a proper work-life balance
so that the employees are able to manage their personal and professional life in a proper form.
Beside this, they also identify the needs of the employees so that they are made available with all
the resources that helps the employees to perform the entire functional activities in an effective
form (Llach and et.al., 2015). All the external forces are determined in an proper form and
effective forecasting techniques are adopted to meet the different success parameters which are
assigned by higher level personal. Through this, the employees have a proper framework through
which they need to carry out the entire operations and meet the specific requirement of the
individuals.
It has a greater impact over the entire functioning of Hilton Worldwide, as new
technology is being adopted to carry out various operations and manage other work and its
information in a systematic manner. Through this, the advancement are made into the work
culture of Hilton Worldwide that helps them to make the sta of the customers more relaxing and
comfortable.
CONCLUSION
Hospitality industry is very large and it comprises of various chains that operates to
render the best services to the guests who are staying at Hilton Worldwide. It is concluded that
appropriate fulfilment of the staffing requirement helps in providing the best services. This also
helps in dealing with the issues in an appropriate form that helps in availing the future trends that
are present in the hospitality industries.

REFERENCES
Books and Journals
Altinay, L., Paraskevas, A. and Jang, S.S., 2015. Planning research in hospitality and tourism.
Routledge.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Davis, B. and et.al., 2013. Food and beverage management. Routledge.
Jayawardena, C.. and et.al., 2013. Trends and sustainability in the Canadian tourism and
hospitality industry. Worldwide Hospitality and Tourism Themes, 5(2), pp.132-150.
Kang, K.H. and Lee, S., 2014. The moderating role of brand diversification on the relationship
between geographic diversification and firm performance in the US lodging industry.
International Journal of Hospitality Management, 38, pp.106-117.
Law, R., Leung, D. and Au, N., 2013. Progress and development of information technology in
the hospitality industry evidence from Cornell Hospitality Quarterly. Cornell Hospitality
Quarterly, 54(1), pp.10-24.
Line, N.D. and Runyan, R.C., 2012. Hospitality marketing research: Recent trends and future
directions. International Journal of Hospitality Management, 31(2), pp.477-488.
Llach, J. and et.al., 2015. A fresh approach to context influence, development and performance
in environmental management. Business Strategy and the Environment, 24(8), pp.855-872.
Murphy, P.E., 2013. Tourism: A Community Approach (RLE Tourism). Routledge.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management. 27(3). pp.340-361.
Sloan, P., Legrand, W. and Chen, J.S., 2013. Sustainability in the Hospitality Industry 2nd Ed:
Principles of Sustainable Operations. Routledge.
Tracey, J.B. and et.al., 2015. A Field Study of New Employee Training Programs Industry
Practices and Strategic Insights. Cornell Hospitality Quarterly, 56(4), pp.345-354.
Yen, C.H. and Teng, H.Y., 2013. The effect of centralization on organizational citizenship
behavior and deviant workplace behavior in the hospitality industry. Tourism Management, 36,
pp.401-410.

Yeoman, I. and et.al., 2015. The Future of Food Tourism: Foodies, Experiences, Exclusivity,
Visions and Political Capital (Vol. 71). Channel View Publications.
Online
BII, 2015. [Online]. Available through :< http://www.bii.org/>. [Accessed on 8th March,2016].
Cotton,B ., 2016. British Hospitality Association.[Online]. Available through:<
http://www.cleverhotel.org/other/association/british-hospitality-association>. [Accessed
on 8th March,2016].
Institute of Hospitality, 2011. [Online]. Available through:<
https://www.instituteofhospitality.org/>. [Accessed on 8th March,2016].
Springboard UK. 2016. [Online]. Available through :
<http://www.onlinesurveys.co.uk/reviews/springboard-uk/>. [Accessed on 8th
March,2016].

BIBLIOGRAPHY
http://www.bii.org/
http://www.cleverhotel.org/other/association/british-hospitality-association
http://hiltonworldwide.com/about/
https://www.instituteofhospitality.org/
http://www.onlinesurveys.co.uk/reviews/springboard-uk/