Table of Contents Introduction....................................................................................................................................10 TASK B.........................................................................................................................................11 P4. Investigating range of different operational roles within hospitality sector...................11 P5 Determining the skills required for roles within hospitality industry and current skill shortage.................................................................................................................................13 TASK C.........................................................................................................................................15 P6.Assessing the environmental factors which is effecting the development of company in Hospitality sector..................................................................................................................15 P7. Undertaking SWOT analysis for business and reviewing the way it can inform decision making..................................................................................................................................17 P8. Implications of current as well as future trends in hospitality sector.............................20 REFERENCES..............................................................................................................................21
Introduction The report will present the different range of operational roles in the hospitality industry and also determine the various skills which are needed for performing this role effectively in the company. Dorchester is the luxury hotel industry which is owned by the Brunei investment agency. Study will defines the various environmental factors which affect the development of the firm and also evaluate the various strength, weakness, threats and opportunity of the company and also determine that how it can inform the decision making to the management of the Dorchester. TASK B P4. Investigating range of different operational roles within hospitality sector Hospitality sector is very big and has number of operations. It consists of number of functional units which is responsible for performing specific tasks. In context of Dorchester hotel, an organisation consists of number of departments where there are different operational roles are performed by employees. The range of operational roles which are performed within hospitality sector are : Front desk services : It is the core operational role within hospitality sector which mainly includes greeting the guest.Employees welcome guests and they also interact directly with
customers.Role of employees in front desk is to provide welcome guest, attend phone calls, confirm reservation of room for guests, handle the complaints as well as queries of the customers.Inadditiontothis,roleoffrontdeskemployeesistomakercustomerfeel comfortable (Filimonau and Brown, 2018). In context of Dorchester hotel, The role of front desk employees also includes managing the other departments in an organization. Important role of front desk workers is to manage the customer services.It is the duty of front desk employees to provide customer with complete information of product or services provided by an enterprise. In context of Dorchester hotel, it is very much important for management in firm to provide training to employees in front desk as this they are the people with whom customer fist meet. Training will assist employees in developing the skills as well as it will also assist workers in enhancing their personality which is very much essential in order to develop good impression on the mind of customers. In addition to this, main operational role of workers in front desk department is to allocate as well as distribute rooms according to the instruction given by guests during the time of reservation. In context of Dorchester hotel, role of employees engaged in delivering front desk services is to maintain the strong relationship with client as it is very much essential in order to positively influencing them to make frequent visits. Housekeeping:Itisthemostimportantaswellasintegralpartofhoteloperations. Housekeeping operational role include cleaning of the rooms as well as common areas in hotel. Housekeeping is considered to be as one of the crucial role as it helps in providing guest with good experience. Role of employees in housekeeping department is to maintain the hygiene as well as cleanliness in hotel. It is the duty of employees in house keeping department is to provide the customer with room services. Accounting :In context of Dorchester hotel, role of the employees in accounting department is tomaintain the record of all business transactions. In addition to this, main role of accounting operation s in Dorchester hotel is to control the cash flow. It is the duty of accounts department in an organization to track business transactions including payrolls, accounts receivable or payable. Role of accounting operation in Dorchester hotel is to assist an enterprise in improving financial performance (Batle, Orfila-Sintes and Moon, 2018).Primary role of accounting department in the hotel is to maintain books of accounts.
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Marketing and sales:In context of Dorchester hotel, role of marketing operation is to promote the products or services offered by organization. Role of marketing is to help an organization in building a brand and gaining customer loyalty. Marketing activity is mainly performed in order to attract customer. Role of marketing is to positively influence customers to buy specific products or services. It is the main role of marketing to convert prospects into buying guests. Role of marketing is to covey the message. In addition to this, other role of the marketing is to conduct research and assist business entity in gaining the information about taste and preferences of customers. Facilities management :In context of Dorchester hotel, It is the operations which includes repair of the electronics and other machinery in hotel. Facility management in hotel industry include complex operational activities. In addition to this, main role of employees engage in facility management is to make ensure that all the guests are well accommodated during their stay in the hotel.Role of facility manager is to ensure proper maintenance of rooms as well as hotel. Human resource management :It is considered to be as important operation in hotel. Human resourcemanagementactivityismainlyconcernedwithmanagingpeople.Incontextof Dorchester hotel, the important role of manager in an organization is to recruit highly talented as well as skilled employees (Davis, Alcott and Pantelidis, 2018). Main role of human resource manager in Dorchester hotel is to provide training to employees. In addition to this, function of human resource department is to ensure compliance of laws.Their role is to maintain the records of all employees working in an organization. In addition to this, important function of human resource manager in an enterprise is to analyze the performance of employees. Their key role is to solve the performance related issues. Security :Role of security is to ensure the safety of guest during their stay at hotel. In context of Dorchester hotel, function of security is to ensure the safety as well as security of workers and guests. In addition to this, other important role of security in hotel to formulate policies, organize training programs in order to promote the security as well as safety of guests as well as workers. Role of the security in Dorchester hotel is to provide safety instruction to workers in relation to the handling of equipment. Role of security is to perform risk assessment in Hotel so that accidents can be avoided.
Customer relationship management or support service : Role of employees in customer services department is to provide all important information to guest related to the services which can be helpful for them in order to make their stay comfortable (Camilleri,2018.). Function of customer services representative is listened to guests and assist them by accommodating their request.Customerservicesisconsideredtobeasimportantoperationswhichdrivesan organization towards success. In context of Dorchester hotel, it is required by organization to provide the t special training to employees engage in customer services, as this tactic will support an organization in delivering professional services to guest. P5 Determining the skills required for roles within hospitality industry and current skill shortage The hospitality industry includes various roles for performing its business operations effectively such as front desk service, housekeeping, and marketing and sales as well as human resource management. All of these roles require a number of skills for performing their job efficiently towards achieving the desired level of result from the market place. There many of skills which required for the employees of different department of the Dorchester hotel required to become successful in terms of accomplishing the business objective of the firm(Noone, Enz and Glassmire, 2017). Communication skills: Communication skill is significant for all the roles of hospitality industry. For example, the front desk employee of the Dorchester hotel because it is the person who speaks first with the guest in the hotel and over the phone daily, so it is essential that they speak clearly and maintain a positive tone with the customers which results in increasing the productivityofthefirm.Humanresourcemanagementemployeealsorequirethebetter communication skill for maintaining the healthy working environment in the Hotel because they maintain the better coordination among the employee and manage the better relationship between the management and staff. The communication skill also require for performing the role of House-keeper because they required communicating well with hotel guest and anticipating their needs. It requires resolving any issues or complaint that a guest may have with a room that does not meet the guest standard. The operation marketing and sales employee staff also need better communication skill for effectively attracting with the customers towards the improving the brand image of the firm(Masa’deh, Tarhini and Algudah, 2018). Problem solving skill:This skill also consider as the important for the front desk employees because they solves the various problems of the customer. The problems could be a minor such
as a request for restaurant as well as it could be big problem such as a guest whose reserved room is not wheelchair accessible as requested. If employees respond creatively to these challenges then it will results in gaining good review for Dorchester hotel. Problem solving skill also require for performing the role of human resource manager because they solve the various conflict situation in the business environment of the Dorchester hotel. Multi- tasking skill:The operational roles of the Dorchester hotel also require this skill for accomplishing the desired level of results. The house keeping employees are always need multitasking skill because they perform various activities such as answering phone calls, greet guests, answer questions and checkout customers. Multi-tasking skill is essential for performing the job of human resource manager because they need to plays various roles in the Hotel Dorchester such as making HR policies, employee performance management and payroll activities. For performing the role of marketing and sales employee of the Dorchester hotel, they requires the multi-tasking skill because employees perform various roles in terms of increasing the customer loyalty towards the hotel as well as increasing the brand image of the hotel in the market place for which they need the multi-tasking skills which results in improving the overall performance of the business unit(Robinson, Cameron and Crotts, 2016). Team work skill:The success of every industrial unit is largely depends upon the better team work skill of its employees. For performing the front desk service employees role, team work skill are needed because sometimes they have to work with the other employees at the front desk to handle a difficult problem in the Dorchester hotel and they also need to work with the other department of the firm such as parking and management to ensure that the customers are satisfied with their services. Apart from this human resource manager also require the team working skill for performing their job towards the attainment of the business objective of the hotel. Human resource manager need to work with the other departments of the Dorchester hotel for maintaining the business activities of the Hotel towards increasing the profitability of the firm. Marketing and sales department employee also requires better team work skill because they work with the other functions of the hotel for improving its brand image in the hospitality industry which ensure then long term success of the hotel. Culture awareness:This skill is essential for all the operational role of the hospitality industry because in the Hotels most of the customers are the tourist which comes from the different type of the culture backgrounds. For dealing effectively with customers all the employee of the
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Dorchester hotel should be aware about the different cultures for gaining the higher level of consumerloyaltyfrom themwhichresultsin improvingtheoverall performanceofthe Dorchester Hotel(Alhelalat, 2015). TASK C P6.Assessing the environmental factors which is effecting the development of company in Hospitality sector Pestle analysis is considered to be as effective technique which can be utilized by management in Dorchester hotel for assessing the macro environmental factors which has direct as well as significant effect on business operations.It is the technique which will help an enterprise in developing an effective strategy for providing an appropriate response to change in different variables of environment(Demirel, Iatridis and Kesidou, 2018). The different factors which can have effect on the business operations of Dorchester hotel are: Political factors:These variables includes changes in the political conditions in the nation, amendments in the rules created by political parties related to the industry. In context of Dorchester hotel, as organization is operating business globally, political instability in the country can create major barriers in the smooth running of business. In addition to this, due to political instability in the nation an enterprise might face difficulty in delivering the goods or services to customers at specific locations. It is required by management in Dorchester hotel to ensure that all the norms are followed, as this tactic will assist an organization in smooth running of business.Changes in theregulation by the political parties also have great influence on the operational decisions taken by the leaders or managers in an organization. Some regulation formulated by the political party such environmental regulation might force firm to bring change in its operational practices. Ion context of Dorchester hotel, It is required by management in an organization to design the operations considering the regulations as it will assist firm in maintaining the long term business sustainability. Economic factors: It involves the changes in economic conditions of nation, inflation, income level of an individual, Increase or decrease in tax or exchange rate etc. Changes in the economic factors have direct as well as significant effect on the profitability of an organization. In context of Dorchester hotel, decrease in the exchange rate has profit an enterprise which the transnational benefits. On the other hand, increase in the tax rate has lead to the decline in the profitability of
an organization. Changes in the economic factors also have significant influence on investment decision of company (Dedeoğlu, Aydın and Boğan, 2018.). It also has great influence on the buying capacity of firm. Managers in Dorchester hotel is required to make purchases when the prices of the products are low, as it will assist an organization in saving of money. Firm is required to keep some amount of money from the profit as reserve, as it will aid business entity in fulfilling the needs of business during the time of economic crisis. Social factors:It includes changes in the trends, taste and preference of customers etc. Changes in social factors have significant influence on the operational decisions by manager or leader in an organization. In context of Dorchester hotel, changes in the social factors have direct influence on the decision of manager or leaders related to development of new product. It is the factor which have significant influence on the demand for the products or services offered by an enterprise (Chan, Okumus and Chan, 2018). In context of Dorchester hotel, due to the continuous changesinthetasteandpreferencesofcustomerbusinessentityisfacingdifficultyin maintaining balance between demand and supply. But in increase in traveling activities and tourism trends has provided firm an opportunity to increase sales and profitability. Technological factors:It includes advancement in the technology. Technological advancement has provided Dorchester hotel an opportunity to bring improvement in the quality of products or services. It has also provided firm an opportunity to mark online presence. Advance technology has provided business entity an ease in promoting their products or services at large scale.In context of Dorchester hotel, advancement in technology has assisted an enterprise in increasing the working efficiency and productivity. It has aided firm in reducing cost of operations. But the same time, advancement in technology has given rise to stiff competition in the market, due to which Dorchester hotel is facing the difficulty in maintaining the concentration on core business functions. Changes in technological factors have significant influence on both marketing as well as operational decisions taken by manager or leader ion Dorchester hotel (Wang, Hung and Huang, 2019.). Legal factors:It includes changes in the laws formed by government. Changes in the legal factors have significant effect on business operations of companies. In context of Dorchester hotel, as an organization is operating business globally, failure to comply with the legislation can have adverse effect on the business sustainability. Changes in the norms have direct as well as significant influence on the decisions of the management related to the implementation of new
system or operations within the organization. It is the factors which has great effect on the business policies and plans of company. Environmentalfactors:Itincludeschangesinenvironmentallaw,weatherconditions, occurrence of natural disaster etc. Changes in environmental factor has great effect on the business operations of firms. In context of Dorchester hotel, changes in the environmental variables have significant influence on business operations of organizations. Bad weather conditions might restrict business entity from delivering the product or services to customers (Masa’deh, Tarhini, and Algudah, 2018.). Whereas, During the good weather condition increase in number of visitors at specific destinations can provide firm an opportunity to generate high revenue as well as sales. P7. Undertaking SWOT analysis for business and reviewing the way it can inform decision making Swot analysis is a framework which is used to analyze the competitive positioning of the company in its business environment. Through this tool we can find out the strength, weakness, opportunities and threats of the Dorchester Hotel. Strength: Dorchester recognizes as one of the leading firm in its industry and it has the numerous strength which helps to thrive its business in the market place. The strength of the company not helps them to protect its market share but also help in expanding their business in the new market place(Solnet, 2016). Superb performance in the new market: Dorchester Hotel industry has builds expertise for emerging into new market which provides the higher level of success to the hotel in the new market place. The expansion helps the organization in terms of building a new revenue stream and diversifies the economic cycle in the market place in which it operates its business activities. Good return on capital expenditure: Dorchester is more successful at execution of new project and generated good income on capital expenditure through building new revenue streams.
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Strong free cash flow: The Dorchester has strong free cash flow which provides the resources in the hand of the company to expand their business activities into new projects. Reliable supplier: The Hotel has a strong base of reliable supplier of the raw material which enabling them Dorchester to overcome its supply chain issues and ensure the higher productivity of the firm. Enjoy online reviews; The Dorchester improved its brand image through online reviews. It has the online web site of its hotel industry through which customer can take the appropriate information about the hotel and also provides the online reviews about the hotel services in terms of improving the customer services of the hotel. Weakness – Need more investment in the new technologies: Through the scale of expansion and different geographies the firm is planning to expand more its business operation, Dorchester require to invest more money in technology to integrate the process across the industry. Right now the technological investment is not at par with the vision of the company(Paunović and Jovanović, 2017.). Not able to take challenges: At the present time the Dorchester has not being able to handle the challenges through the new entrants of the segment and has also loss the market share from the market place. Dorchester needs to build the internal feedback mechanism directly from sales team on ground to reduce these challenges. High attraction rate in work force: As compare to other companies in the hospitality industry Dorchester has a high attraction rate and also spent lot of money in training and development of the employees as which is more as compared to its competitor company. Very little online marketing promotions: Dorchester also has weakness; as it operates vary low business activities online for promoting its business globally through online activities. It does not have any online source for promoting its goods and services at the international level for its promotion in the market place(Ruth, 2015). Opportunities The strong free cash flow provides an opportunity to invest its business activities in the new project as well as product segment. Dorchester Hotel can invest more in the technological advancement as well investment in terms of launching of new product in
the market place. It also provides an open window to Dorchester to expand their business globally. Through investing money into the online platform, Dorchester can gain more customers from online channel and it also creates new sales channel for the firm for increasing the productivity of the firm in the market. New environment policies also create a level playing field for all the players in the industry.It providesabigopportunity forDorchestertodriveitsbusinessmore successfully and gain higher level of market share in the new product category (Mawe, 2016). Threats As the Dorchester operates its business operation in various countries which affected by the currency fluctuation, especially in the unstable political climate which has the number of countries across the world. Rising material can also be posing a threat to the Dorchester hotel’s profitability. Technological advancement can be a big threat for the Dorchester industry in medium to long term future. If the technological advancement is adopted by the competitor company then it is also a serious threat for the Dorchester. The stable profitability of the Dorchester also creates the number of competitors in the industry from last three years which result in decreasing the market position of the company in terms of less profitability as well as less productivity(Staples, 2016). Through above Swot analysis also help the Dorchester hotel industry to take the various decisions towards the success of the firm. Company has the strong position in the market place which help the management to take the strategic decision about expanding its business activities globally. The swot analysis shows that the Dorchester has the strong financial position in the market place which breaks the new entry of the competitors in front of the business. The Swot analysis present that company need to invest more money in the technological advancement which guides the management in terms of taking better decision about that which result in higher productivity of the firm. management can take decision about the attraction rate of the work force in terms of managing the over investment in the training and development activities of the firm, as it is higher as compared to other competitors in the market place. Above swot analysis it has found that Dorchester has very
low online marketing promotion, it provides the information to the management of the Hotel in terms of taking good decision about investing in the online marketing promotion activities of the Dorchester which results in improving the overall performance of the firm(Loo and Comtois, 2015). Thus, swot analysis plays an important role in informing the management decisions of the Dorchester Hotel industry. P8. Implications of current as well as future trends in hospitality sector Current trends in the hospitality sector includes the safety and security trends, the industry concern with security has increased greatly due to several terrorist attack. The security and safety of all type hospitality business operation is critical such as personal safety of customer must be first priority. The diversity is the example of future as well as the current trend of the hospitality industry. For example, Dorchester operates its business in which customers comes from diverse range of groups which provide a great opportunity to the company in terms 0f understanding new culture experience(Schuckert, Liu and Law, 2015). It is important for the hotel to understand and appreciate the different culture in order to enhance the nature of the business which results in increasing the productivity and profitability of firm. Technology also defines as the driving force of the change which presents opportunity for greater efficiency and integration for improved guest services. Technology become an hospitality business operation in thedevelopmentofthestrategicresourcesandisconsiderasatooltoincreasethe competitiveness in the market place and the effective use of the information technology provides the significant operational improvement of the Dorchester Hotel industry. The demographic changes also affectthe businessactivitiesof the hospitality industry because theglobal population is continuously increasing as well as the trend of using hospitality services also changes according to the need of the customers(Staples, 2016). The future trend such as greater adoption of the green practices, sustainability has become increasingly important to the hospitality industry as well as the customers. With innovative practices such as installing solar powered pool heaters and offering locally sourced toiletries, Dorchester can find more creative and cost effective ways to make their facilities, events and other services green as possible which results in improving the brand image of the hotel in the industry(Kim, Lee and Fairhurst, 2017).
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Conclusion The above study has been summarised with that the success operational roles of Hospitality industry contributes their efforts towards the success of the business. The pestle analysis of the hospitality industry has great impact on its business operation in terms of both positive and negative. Report also concluded that the swot analysis is the significant tool which informs the decision making of the company.
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