Assessing Changes in Hospitality Industry

The provided document is a solved assignment that assesses changes in the hospitality industry by applying PESTLE (Political, Economic, Social, Technological, Legal, Environmental) analysis to understand external fluctuations. Additionally, it utilizes SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to identify requirements for change within the organization. The assignment draws from various research papers and publications in the hospitality industry, highlighting key concepts such as human resources management, innovation, service leadership competencies, capacity management, essential hospitality management competencies, and the importance of soft skills. It also touches on religious tourism and pilgrimage management, and total quality management.

CONTEMPORARY
HOSPITALITY

Table of Contents
INTRODUCTION......................................................................................................................2
P1 Different types of business within hospitality industries and their offerings...................2
P2. Operational and functional departments of hotel............................................................5
P5 Skills required for 4 different employment rolls and relevant current skills shortages. . .9
P6 PESTLE analysis of organization...................................................................................12
P7 SWOT analysis of Hilton...............................................................................................16
P8 Current and potential trends in hospitality industry.......................................................18
CONCLUSION........................................................................................................................19
REFERENCES.........................................................................................................................20

INTRODUCTION
Hospitality industry is a big category of fields in the service industry. Present
project is about the Hospitality Industry. Savoy, one of the oldest multinational
hospitality organisation headquarter in Strand, London, UK. Present report will provide
the deeper insight of different types of businesses in hospitality industries and the
product and services offered by them. The study will cover the scope of various types of
sectors in the industries like hotel, restaurant, bars, pubs etc. later project will provide
the brief introduction of Savoy hotel along with its organizational structures,
operational and functional departments. Furthermore, project also highlights on
different types of business in hospitality industry with diverse products offered by
them. Apart from this, analysis of the internal and external factors that are affecting the
hospitality sectors and present issues faced by hospitality sectors are analysed in this
report. Along with that, evaluation of the potential trends and developments that are
affecting the hospitality sectors are discussed in this report.
Hospitality industry is the large sector which has huge contribution in the growth of an
economy of nation. There are many kinds of businesses which are included under this are
related to travel and tourism, hotel, restaurants, accommodation facilities etc. Mainly it helps
in developing society and infrastructure that may contribute in improving economy of the
nation.
P1 Different types of business within hospitality industries and their offerings
Hospitality Industry:
Hospitality industry refers to services that help in entertained guests and
visitors. The main aim of this type of industry is to provide quality services to their
customers as per their needs and wants. Mainly hospitality industry includes
restaurants, hotel, resorts and many more. This industry plays a vital role in the growth
of country. It builds a relationship between guest and host. As there are various kinds of
business which come under the hospitality industry. These are as follows:
 Food and Beverages industry
 Lodging- Accommodation

 Camping grounds
 Holiday and short-stay accommodation
 Licensed restaurants
 Licensed clubs
 Take away food shops
 Unlicensed restaurants
Food and Beverage Services:
The food and beverage are as old as human itself. It is a category of business that
is complex global collection of diverse industries that looks in food processing and food
service and hospitality. Basically, it is defined as the art of supplying food and beverage
services away from home or to the home but processed at elsewhere. The food and
beverages include the restaurant, bars and pub. They provide the various offering to
customers which are as follows:
Restaurant:
Restaurant is a business which prepare and serves the food and drinks to
customers for money. It provides the tangible services to its customers. As generally
these services are provided within premise but now days take away services are also
there. It is managed by a manager known as restaurant manager who take care about
grievances of customers and handle the staff. The responsibility of managers includes:
 Fine dinning
 Theme
 Ethnic
 Quick service
These are several duties of a manager which one needs to perform.

Bar:
Bar is a retail business that serves the alcoholic beverage like wine, beer, liquor
etc. Basically, people visit the bar to enjoy the free time with their friends and
belongings.
 The high concept Bar
 The hotel Bar
 The Live Music Venue
 The Sports Bar
Pub:
A pub is licensed place to sell the alcoholic drinks, soft drinks, meals and snacks.
Since pub offers the complete food so it can be called a restaurant also, where families
and friends come together for eat and drink.
 The Neighbourhood Dive
Lodging – Accommodation:
This sector of hospitality industry features from luxurious hotels to lavish resort
and camp grounds. Accommodation is a broad sector of the hospitality industry, ranging
from bed and breakfast enterprises and hotel. The hotel is basic which comes under
this.
Hotel:
Hotel is a place where the accommodation, food and beverage service available
and guest pay the rent for staying in the room and for taking those facilities is called
hotel that provide services to their guest. Basically, these are held out by proprietor.
And offers the facilities like food, drink, sleeping accommodations etc. People can live in
hotel as long as they want by paying rent. As it is managed by the skilled peoples. Hotels
always manage by the one who has the good skills. It allows the people always manage
by the one who has the good skills. It allows the people to organize the conferences,
seminar and parties at hotel.
 Conference hotel

 Convention hotel.
 Resort
Types of hotels:
 Economy/ Budget hotel: This particular hotel would be meet the basic
requirements of the guest through providing comfortable and cleaning room for
a comfortable stay.
 Mid- market hotels: It is suite the hotel that can offers small living rooms with
reliable furniture and small bed rooms with the king sized bed to the tourists.
 Luxury hotels: These types of hotels are offering world class services that are
providing restaurant and lounges, meeting rooms and dining services. this is
categories into Five-star hotel.
P2. Operational and functional departments of hotel
The Savoy is a five-star luxury hotel in United Kingdom. It established in the
year1889. It has 268 rooms including suites and has 7 restaurants in the hotel. As one of
the first luxury hotel in Landon, The Savoy set a new standard for technology, comfort
and luxury. It was the first to feature electric lifts. Guest rooms were connected by the
speaking tubes to various parts of the hotel. The 1900s were year of extravagance and
exuberance and, The Savoy parties and balls became legendary. It entered in second
century with the same style and enthusiasm that had characterized its first. It follows
the tall organisational structure.
Organisational structure: It is defined as the system that is used to define a
hierarchy within an organisation. There are basically main four type of structure in
organisation that is functional, divisional, matrix and flat (tall). A tall organisational
structure is one of the main important for business structure as it is related to time
testing and effectiveness to the organisation. This type of structure allows the manager
of Savoy to make crucial decision related to operational strategy and them communicate
these decisions to other section of hotel such as housekeeping, food & beverages,
cleaning staff. This would be beneficial for them as it increases the functional and satisfy
in more effective customer.
Operational department of hotel: Savoy is one of the most popular Hotel of . This
hotel has different operational department such as, executive, front desk services,

housekeeping etc. that help in easy functionally and provide satisfactory services to
their visitors.
Housekeeping: This is the main services that make customer feel comfortable and
satisfy such as clean room, easy approach of food at customer request, cleanliness of the
sheets to maintain toiletries stocked.
Front desk services: This department is related to handling of visitors, constantly
contact with the guest at first level. This process is related to providing a detail
information about hotel and another functional department available within hotel.
Executive: These are the decision maker within the business and these are
department head of various sections, manager. They are the one responsible for various
other function of hotel such as accounting, marketing etc.
Functional department of hotel
Food and Beverage operational of hotel:
Food and Beverage operational of The Savoy hotel is responsible for the
efficiently supply of food and beverage in the hotel. It is the basic thing which are
needed by the customers.
Service department:
Service department in the hotel helps in effective and smooth supply of food and
beverage. This department provide service to its customers time to time according to
the requirements.
Finance department:
Finance department of The Savoy hotel manage the finance related activities. It
provides money to future expansion. It also provides money for day to day expenses for
purchasing the food and beverage.
Security department:
Security department of The Savoy hotel maintain the proper security in the hotel
and it feels the people safe. Savoy hotel organisational structure is hierarchical because of

massive size of business that serves approx. 140 million guests (JOHNSTON, CLARK and
SHULVER, 2012). It is a way in which organisation is structured that uses different level of
authority and vertical link. In this structure, higher level control lower levels of hierarchy. It
is in a pyramid structure.
The organizational structures of The Savoy hotel follow the tall structures.
These types of structure permit the organization and leaders of top level of Savoy hotel
to make major decisions of organization regarding operational strategy and then
exchange all those decisions to upper level and mid-level managers. A various level of
authorization for different action taken by managers is offered by tall organizational
structures. This type of structures assumes that the employees of junior levels do not
have much knowledge required for the decisions of the company.
The Savoy has some operational department which are as follows:
Rooms and Suites:
The hotel has 267 luxury rooms and suites and dual historical influences
featuring elegant English Edwardian design or sensational Art Deco style. As the guest
who chooses the suites room facility enjoy the butler services from hotel's operational
department.
Dining
The fine dine has always been considered as important part for hotel. As
Kapasar's at The Savoy have informal dinning in stylish Art Deco setting, whilst Gordon
Ramsay's Savoy Grill presents a British grill menu with several other touch like French.
The beautiful Thames Foyer, truly the heart of hotel is where The Savoy serves
London's best conventional Afternoon Tea, a custom which remains a British tradition.
Bars
The Savoy's operational department provides the bar facility to their guest and
hotel bar named at world's best bar in 2017. As it provides the various drinks to their
visitors which they enjoy.
Shopping and Spa:

The shopping facility is also being provided by the hotel for convenient of their
guest and they also provide relaxing feature like spa.
There is various functional department in Savoy hotel which are discussed as
below:
Information Technology:
Information technology department is the backbone of Savoy hotel as various
activities are depended on this department. As the computer systems are connected
with IT department as it stores the data of guests. So it is very important for hotel to
have the better IT in organisation.
Human Resource:
Human resource department take care of managing the staff and their work. The
main work of human resource is to recruit the right person for right position at the
Savoy Hotel so that goals of hotel can achieved. Apart from this, it takes care of leaves
and out of staff in organisation.
Security department:
This department denote work of security in institution where property and
workers are involved. Savoy hotel is providing security with classified information
about activities. They are providing complete security during emergencies. Services
provided by hotel are secured with the help of this department. In this, company feel
safe and alive.
Finance department:
This department is playing important role which manages monitory terms. Savoy
hotel is making prior use of this department by introducing new schemes, mobilisation
resources and social welfare. Employees of Savoy hotel deals with allocating budgets
and monitoring expenditure. Hospitality industry is controlling expenses and
forecasting demand of customers.

P5 Skills required for 4 different employment rolls and relevant current skills shortages
Hilton hotel is an American multinational hospitality organization which
engaged in managing and franchising a wider portfolio of hotels and resorts in order to
expanding their business operations at global platform. Thus, company is having a
positive goodwill at marketplace because of its qualitative services and brand image at
marketplace. Therefore, company is having large number of staff members in distinct
branches which are playing numerous of roles and responsibilities in the organization.
In fact, company is following suitable procedure for hiring their employees by analysing
necessary eligibility and qualification which is required for certain job role (Chang,
Gong and Shum, 2011). Therefore, some of the relevant employment rolls of Hilton
hotel are discussed as follows-
Hotel manager- Managers are really indispensable for the proper management
of whole organization at operation level. In fact, it helps in ensuring that there is a
minimum chance of mistake and assigned job to every manager of other departments in
order to attain set objectives goals in a defined time frame. Thus, some of the necessary
skills are required for becoming a manager of whole organization such as;
 Effective communication skills- It is essential for manager to have knowledge
of communicating with others in order to express views or opinions in front of
staff members. In fact, this will help manager in managing business activities in a
better manner by satisfying the needs or demands of employees as well as
customers too.
 Leadership abilities- One of the most essential capabilities which are required
to manager is to lead a team in effective manner by having positive relations with
each employee. Along with this, this ability helps in proper functioning of whole
operations by assigning job to the employees as per their skills and abilities.
 Capability of motivating others- Manager of organization is liable for
encouraging other staff members to continue the business for longer time period.
For example; teach other head departments about the technique of convincing
employees and how to encourage them towards certain objectives (Buhalis and
Crotts, 2013).
 Ability to make effective decision- Managers are liable for managing all the
related activities due to which they get involved in number of complex situation

where they need to take instant decision. It means, managers must be very clear
towards their judgement because all the departmental staffs are depending upon
them only.
 High level of confidence- This factor is one most indispensable element which
aids an individual to perform all the business activity in corrective manner. In
fact, manager of large enterprise is revolving around numerous of situations
where they need to be very confident in order to handle that circumstance in
suitable way. For example; while dealing with customers, suppliers, clients and
many more. As it is very important to have financial skills for the manager in
order to take financial decisions. The financial skills enable manager to allocate
fund accordingly and make financial plan for the future.
 Risk taker- Business is uncertain because fluctuation in internal and external
factors might incur at any time without any indication which may further affect
the success of an organization. Therefore, it is essential for managers to be
prepared for unusual situations.
Front office manager- Reception is a place where customer entered first for
asking any queries, reservation, and suggestion and so on. It means, manager for front
office is liable for make sure that all the things are properly managed, and works are
allotted to each employee as per their skills. As a result, company get succeeded in
creating positive relations with customers because management of front office is
observed by consumers while selecting hotel. Therefore, a person who is managing
front line needs to learn the ability of impressing clients by fully dressed with attractive
personality as well as know how to behave with end users. The front office manager
needs to have problem solving skills so that they can solve the customers and visitor’s
problem. As manager should have communication skill also so that one communicates
in better way with their guest and provide required information to the guest.
Food and beverage manager- Food is a first priority for every individual
whosoever is staying at hotel but management of beverages in large hotel is really a
complex job because it helps in converting negative feedback into positive one.
Therefore, it is essential for company to focus on their catering services by delivering
tasty food to their customers in a defined time frame. Thus, it is only possible if manager
of food or beverages are properly managing food services ( Testa and Sipe, 2012).

Restaurant and food service manager- Serving to a client is priority task for
hotel industry because entire hospitality sector is stand for their best services to end
users. Therefore, there is also a manager for managing food services in the restaurant of
Hilton in order to make sure that every individual is having their food in a given time
frame. Along with this, liable for ensuring that none of the client get disappointed
during having food at restaurant by behaving a polite manner. Executive manager has
various roles and responsibilities such as managing staff and assuring that guests are
enjoying the atmosphere. As manager also liable to delegate task to various staff
according to their capacity.
Apart from this, there are some other roles are identified at workplace as per the
levels or might be in hierarchical position such as; top most authority, middle level
managers and supervisors or lower level staff, leaders, head and many more.
Top level Authority
Middle Level Department/Authority
Lower Level Members
 Top Level Authority- Board of directors, Managing Director, Trustees, Investors
and various other assistant heads are identified which are falls under this
employment role.
 Middle level- Managers are considered as middle level of employment and
playing their roles as per requirement. For example; Supervisors, managers,
leaders, staff head, employees of high qualified and many more members are
there at workplace which comes under this.
 Lower level- These are the members who works on the order to middle level of
staff as members of middle level is liable for managing lower level. For instance;
Waiter, laundrymen, cleaner and so on.
Hence, these are some necessary employment rolls which is required for Hilton
hotel because this association is famous for their services at global platform. Along with
this, always tries to serve their customers in best positive manner by fulfilling the needs
of users as per their requirement. But at the same time, it is also observed that there is
some shortage of skills in various manager due to which they get failed in fulfilling all
their assigned duties and obligations. For example;

 Absence of politeness in managers- Managers are not that much polite while
dealing with employees and sometime become rude which is somehow essential
also but still politeness is required while managing staff members because all the
activities are accomplished by them only. However, there is a major reason
behind rude behaviour of manager such as; he/she might don’t know how to
treat others, absence of experience, knowledge and many more reasons are there
from which some are personal but few are professional also.
 Delivery issue and lack of coordination between two managers- Because of
large enterprise, somehow delivery of food services gets late which shows the
mismanagement of service manager as well as beverages manager too. It means,
lack of cooperation between these two managers are identified which is really
not good for the success as well as goodwill of an organization (J. Harrington and
C. Ottenbacher, 2011). This issue occurred because few managers are full of
attitude, ego, impatient and don’t know how to work with a team.
 Lack of skilled staff members- Absence of skilled and experienced employees
because fresher’s are also hired for few designations. As a result, cost of training
and development programmes increased.
These above skills are not available in the managers of an organization which
create problem for company and act as a major obstacle in success path.
P6 PESTLE analysis of organization
Hilton hotel is having various branches across the globe due to which they are
engaged in several activities and affected by changes in external factors. Therefore, it is
essential to analyse the impact of PESTLE on organization in order to make changes in
company as per the requirement. Basically, PESTLE is considered as external factor and
macro environment also which are not controlled by an organization due to the major
involvement of advisory bodies such as; government, legal authorities and so on. In fact,
PESTLE is all about understanding changes which incurred at macro level in order to
conduct alteration at workplace accordingly in order to control probabilities of
mistakes. Thus, proper analysis of external elements are discussed as follows-
Political factor: It is one of the effective factors that can play an eminent role
that can determine factor which can influence “Hilton Hotel” at UK level for long term
profitability in UK or marketplace. It is operating in lodging in plenty of nation and
exposes themselves to various types of political environment and risk as well (Pullman

and Rodgers, 2010). The attainment of success in such a dynamic lodging sectors across
UK is to expand the systematic risks. There are certain aspects that are needed to be
taken into account in context to the Hilton hotel. Some of them are mentioned below:
 Tariffs related to services.
 Pricing regulations.
On the other hand, an on-going elusive political condition Northern Ireland can
depress potential visitors to the region because of the safety and security concerns. Risk
of acts related with the terrorism is most likely to reduce total number of tourists to UK
with negative impacts on Hilton performance in this specific market.
Economic factor: It is crucial for the business organisation to determine national
and global macroeconomic condition and factors as well as activities that are impacting
the situation are major issues that can affect Hilton Hotel. Example, at the time of any
national games held in UK, most of the hotels were occupied and booked entirely for the
national time period. Henceforth, the condition can be totally different after the
completion of games. GBP exchange rate among other major currencies and inflation
rate in UK show significant factors which can impacts Hilton overall performance in the
country. A direct impact of global economic and financial crisis of 2007-09, similar hotel
sales went down with 20% and profit by 40%. Hilton hotel uses nation economic factors
such as inflation as well as economic indicators like lodging sector growth rate and
consumer spending (Sisson and Adams, 2013). There are certain aspects those are
related with the particular factors are mentioned below:
 Government intervention in the free market and associated services deliver by
the hotel to their tourist are taken into account while providing any kind of
accommodation to their visitors.
 Comparative benefits of host country and services sectors in the specific nations,
this will increase the level of education in the economy.
Social factor: In accordance with the UK market which is incorporates a wide
number of globally well recognised brand hotels and chains. Hilton hotel is one of them
that are operating as an effective brand. It has advantages to draw the attention of
customers and also cooperate with other industries and charitable trust or organisation.
Community culture and matter of doing things can also impacts the overall culture of an
organisation. Sometimes, shared beliefs as well as attitude of visitors can also play a

vital role in how marketers at Hilton’s hotel can determine the customers of given
market. They frame the marketing message for lodging sectors consumer at the same
point of time. Hotels consists of emerging trend in consumers lifestyles, customers
demographic variables. Implications related with the role of models in tourists decision
making as well as growth rate of population. Examples, enhancement in number of
young visitors from emerging economic such as china and other countries visiting the
UK for different purpose are particularly as significant social factors those are affecting
the UK hotels such as Hilton hotel (Nadiri and Tanova, 2010).
Technological- In this modern world, numerous of advanced technology is
emerging at marketplace which is useful for business in various manner such as;
transaction process across the various market, transportation facilities, digital tool for
advertising process and so on. However, transportation industry has been major
transformed from last five years. For example; taxi industry is dominated by various
successful players such as Uber and Lyft. Along with this, automotive sector is also
moving in a fastest way towards automation which is led by several technological
organization such as; Google & manufacturing is disrupted by Tesla that has begin an
electronic car revolution. Therefore, technology affecting Hilton also in several manners
such as;
 Emergence of modern tools affects the offering services of an organization also
by facilitating customers with alternative options without moving here and
there.
 Influencing the cost structure in lodging industry means that logistic uses
modern method for instant delivery which controls the unusual cost.
 Affecting the value chain structure in hospitality sector because advanced
technology enforce an organization to use modern method while performing
their business operations in order to accomplish it in minimum time period.
Hence, these above affects show that this company have also adopted major
changes which incurred at marketplace for coping up with customers demand. Along
with this, helps in establishing their position at marketplace by satisfying the needs of
various desired consumers.
Legal – Legitimate bodies have enacted numerous of legal laws and norms in
order to control fraudulent activities which might incurred during serving process.

However, in various nations, legal laws and associations are not robust enough for
preventing intellectual property rights of an association. Thus, higher authorities of an
organization need to be careful before entering into various other markets because
there is maximum chance of theft of companies secret sauce (Raj and Griffin, 2015).
Hence, some of the necessary laws which is followed by Hilton worldwide holdings Inc.
and its leaders while entering into new market are-
 Equality Act 2010 which replaces other few provisions such as; Equal Pay act
1970, Sex Discrimination Act 1975, Employment Equality Regulation 2003 and
so on.
 Hotel proprietors Act, 1956
 Copyright, patents or intellectual property law.
 Consumer protection Act 1987
 Health and safety Act 1974
 Employment Rights Act 1996
 Data protection Act 1998.
All the above legal norms are playing crucial role in the success of an
organization because these thing aids an enterprise in defending them from wrongful
conducts.
Environment – Various markets are having their norms, provisions, rules,
regulation and environmental standards too which automatically influence the profit
level of company in those selective markets. Along with this, there are some states are
also available which are following several laws and liability related with surroundings.
For instances; number of European countries give healthy tax breaks to the companies
which are operating in renewable sector. However, an association needs to analyse the
environmental standards before entering into new markets or establishing a fresh new
business in existing market for minimizing the possibilities of losses (Huang and Lin,
2010). Although there are few major environmental factors are available which is
essential for Hilton hotel to consider such as-
 Weather changes influence consumers such as; rainy season is plays major role
in tourist as they always prefer to see environment beauty in rainy environment
which aids Hilton in maximizing their revenue by offering best accommodation.

 Legal norms and provisions associated with regulating environmental pollution
controls the Hilton while designing their policies as they need to make sure that
rules which were set by government bodies will not break at all. As it affect the
Hilton in negative manner because breaching of legal rules is a major reason
behind imprisonment that affects the goodwill of an organization.
 Air and water pollution provisions in lodging industry again restrict an
enterprise while performing their business operations.
 Recycling process aids Hilton in controlling waste material and contributes in the
development of economy. As a result, it automatically enhances the business
performance.
 Waste management in hospitality industry helps Hilton in controlling extra
expense.
 Behaviour towards green or ecological goods supports an enterprise in
establishing their strong position at marketplace.
P7 SWOT analysis of Hilton
Hilton groups of hotels were established in almost 1919 by Conrad Hilton and
offer various necessary facilities to the desired consumers in order to enhance their
experience at their premises. Along with this, providing high quality services such as;
spa, gym, restaurant, pool and so on. Additionally, company have won awards at global
platform because of their qualitative hospitality provided to their guests. SWOT analysis
is a term which helps in identifying major strength of an organization with the help of
several facts or figures. In fact, this term is also known as internal factor which is fully
based on company behaviour and aids in understanding internal things of an
organization. Therefore, company have number of qualities in them but somehow faces
weakness too. Thus, an appropriate method is used for analysing Hilton from internally
that is SWOT which is discussed as follows-
Strength- Some of the core competency which shows the major potentiality of an
organization is detailed further.
 Brand acknowledgement- Recognition of brand is really very much high at
marketplace by having their presence in various of countries across the
worldwide. As a result, get succeeded in establishing their positive image about

brand in the minds of distinct domestic as well as foreign customers (P. Crick and
Spencer, 2011).
Qualitative items- Management held by Hilton group is of world class which keeps
bringing creative ideas for seeking the attention of new customers and retaining the
existing clients too.
Weakness-
 Absence of developed network- Hilton group is not having that much of inn
networks across Europe.
 Dependency of proprietors- This association is mainly depend on other hotel
owners because they are having greater part of its lodging networks.
Lack of coordination – Employees are not properly coordinated due to large
enterprise which somehow becomes mismanaged.
Opportunities –
 Australian market- One of the most exploring markets is known Australian
because of world’s biggest economy.
 Games events across the globe- Conducting of games in various parts of world
and collaboration with correct partner aids an association in building positive
grounds at market.
Threats –
 Exceptional competitor- Competition is really increasing in hospitality industry
which poses a major challenge to the business in various terms such as revenue
and customer base development.
 New entrants- Some of the nearby hotels are thinking about shaping the
organization together with international brands by expanding the business.
 Increase in salary of employees led to major problem with staff members. As a
result, costs of hiring new employees are also get increased.
Air BNB and various budgeted hotels are major threat for Hilton hotel.
P8 Current and potential trends in hospitality industry
When it comes about hospitality industry, then the expectation of customers is
almost similar with each other such as; security, seamless, food services and speedy

bookings. Therefore, fluctuation in various internal and external factors affects the
company working process and encourages them to implement changes as per current
demand. In fact, number of changes is incurred at marketplace which enforce Hilton
group to adopt that things for establishing their goodwill. Along with this, alteration in
services aids an enterprise in running for long duration because it helps in capturing the
minds of distinct clients as well as maintains the long-term relationship with customers.
For example; by the changes in technology, company get enforced to use it while
running their business operations (Singal, 2014). Thus, there are some recent trends
which affects the organization in various manner are discussed as follows-
Advertisement through Social media (Mobile Phone)- After current update
from Google is first index of mobile version of websites, it becomes initial priority for
the business. By the use of mobile applications, an organization can easily meet the
standards of customers and succeeding in maintaining positive relations with
customers by creating personal contact with. For example; Hilton group is having its
impressive site on the Google through which various clients come to know about their
profile, services and gain necessary information that required to them while selecting
hotel for stay (Trends impacting the hospitality industry, 2018.).
Automation with cloud services- Hospitality industries are going for enhancing
their operation level by using high level of technology in order to perform day to day
activities. As a result, it aids in capturing maximum number of loyal guests and motivate
other tourist to visit their property. However, by the use of automating technology for
performing operational activities aids in maximizing the bookings of company,
reduction in workload, gain and maintain PCI compliance. Additionally, cloud based
property for management system from single dashboard helps in managing
reservations, distribute rooms across OTAs and maximize level of safety. For instance;
Hilton is following cloud technology for better operating system which helps them in
managing several activities in much better manner. As a result, most of the rich people
always prefer Hilton groups for maintaining their standard level.
Check in/out through mobile- Apart from smart management system, various
hotels are using mobile key technology or advanced applications for accomplishing
various business activities in order to facilitate customers with best services. For
example; by the use of app of Smartphone, guests can enjoy seamless check in and out.

Hence, this creativity enhances the experience of guest as well as aids reception staff to
accomplish numerous of activity simultaneously. For example; Hilton hotel is enjoying
this facility by hiring experienced employees at workplace who are fully aware about
handling this technology (Wang, Chen and Chen, 2012). As a result, customers are
getting more satisfied and happy with services of an organization.
CONCLUSION
Thus, from above report it has been concluded that different types of business in
hospitality industry must provide diverse products and services in order to satisfy customers’
needs and wants and attract increased number of travellers. Further, this report also highlights
on various operational and functional departments of Savoy hotel and services offered by the
in terms of maintaining and gaining high reputation for a successful business. This project
also concludes the organisational structure of Savoy hotel that it follows Tall organisational
structure that consists of various management layers and the duty of every layer is to report to
top manager in case of taking some decisions regarding business. Along with this, I have
understood that hospitality industry is adopting all the changes which are incurred at
marketplace by assessing several components such as PESTLE analysis for
understanding fluctuation in external matters. On the other hand, I understand that
SWOT plays a major role in identifying the requirement of change within the
organization. Through the assessment, services facilities of hospitality industry are
clearly stated which helps me in understanding their way of running business
operations at global platform.

REFERENCES
Books and journals:
Kusluvan, S and et. Al., (2010). The human dimension: A review of human resources
management issues in the tourism and hospitality industry. Cornell Hospitality
Quarterly, 51(2), pp.171-214.
Chang, S., Gong, Y. and Shum, C., (2011). Promoting innovation in hospitality companies
through human resource management practices. International Journal of
Hospitality Management, 30(4), pp.812-818.
Buhalis, D. and Crotts, J., (2013). Global alliances in tourism and hospitality management.
Routledge.
Testa, M.R. and Sipe, L., (2012). Service-leadership competencies for hospitality and
tourism management. International journal of hospitality management, 31(3),
pp.648-658.
J. Harrington, R. and C. Ottenbacher, M., (2011). Strategic management: An analysis of its
representation and focus in recent hospitality research. International Journal of
Contemporary Hospitality Management, 23(4), pp.439-462.
Pullman, M. and Rodgers, S., (2010). Capacity management for hospitality and tourism:
A review of current approaches. International journal of hospitality
management, 29(1), pp.177-187.
Sisson, L.G. and Adams, A.R., (2013). Essential hospitality management competencies:
The importance of soft skills. Journal of Hospitality & Tourism Education, 25(3),
pp.131-145.
Nadiri, H. and Tanova, C., (2010). An investigation of the role of justice in turnover
intentions, job satisfaction, and organizational citizenship behavior in hospitality
industry. International journal of hospitality management, 29(1), pp.33-41.
Raj, R. and Griffin, K.A. eds., (2015). Religious tourism and pilgrimage management: An
international perspective. Cabi.
Huang, Y.L. and Lin, C.T., (2010). Management trainee core competencies in the
hospitality industry: Differences between managers and scholars. Journal of
Human Resources in Hospitality & Tourism, 10(1), pp.1-13.
P. Crick, A. and Spencer, A., (2011). Hospitality quality: new directions and new
challenges. International Journal of Contemporary Hospitality Management, 23(4),
pp.463-478.
Singal, M., (2014). The business case for diversity management in the hospitality
industry. International Journal of Hospitality Management, 40, pp.10-19.
Wang, C.H., Chen, K.Y. and Chen, S.C., (2012). Total quality management, market
orientation and hotel performance: The moderating effects of external
environmental factors. International Journal of Hospitality Management, 31(1),
pp.119-129.

Online
Trends impacting the hospitality industry, 2018. [Online]. Available through:
<https://www.smartmeetings.com/news/trends/74256/top-10-trends-
impacting-hospitality-industry>.