Contemporary Issue In Hospitality Industry

CONTEMPORARY ISSUES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK...............................................................................................................................................3
1.1 ...............................................................................................................................................3
1.2.................................................................................................................................................4
1.3.................................................................................................................................................5
2.1.................................................................................................................................................6
2.2 ................................................................................................................................................7
2.3.................................................................................................................................................8
3.1.................................................................................................................................................9
3.2.................................................................................................................................................9
3.3...............................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Contemporary issues can be characterized as any idea, opinion, event or topic in a given
subject that is relevant to the present day. They can be founded in any matter of interest. It
includes subject that is currently in Public Disclosers.
Above study includes the overview, role and impact of hospitality industries. It has also
includes regulatory frameworks, rules, laws and insurance policies of hotels. That study also
represent operational process of hotels, their role and functions by an example. It may also
includes potential and technology advancement of hospitality industries. Above studies also
includes how to improve customers satisfaction, employees and customer's retentions in hotel.
This study includes areas of hospitality industries that can drive business. It's also includes
technology adoptions, green hotel and sustainability, impact of different issues on hotel and their
outcomes & suggestion by a case study.
TASK
1.1
Overview
Hospitality Industry is a broad group of businesses which provides services to customers.
It's mainly focus on the satisfaction of customers and providing them ultimate experience. It
includes lodging, restaurants, event planning, theme parks, transportation, cruise line and
additional fields within the tourism industry. This million dollar industry has three primary areas
– The first area is accommodations, which includes hotels, motels, bes and breakfasts and
lodging. The next is food and beverages which includes restaurants, fast food chain etc. The last
area is travel and tourism which includes airline, cruise, buses and train.
Role of Workforce
The Hotel Hilton provides time to time training to their staffs for their efficient working.
They provide rewards to the employee's which raises their morale and motivate them to work
with positive attitude. By providing the training to the employees the hotel raises their
productivity and adhere the quality standards which helps them in increasing the consumer
satisfaction level. They also provide healthy environment for their employees which let
employees feel valued(Van Niekerk, 2017).

Impact on Economy
The hospitality industry direct impact on the employment that this sector creates. The
impact is also on the further employment that is created in the future, for example, jobs and
employment created in the supply and delivery industry, marketing and the framing industry etc.
It also contributes to the taxation as the large amount of tax is collected by the Hospitality
industry annually which somehow directly affects the GDP of the nation, and it is substantially
higher than the other sector. It also helps economies indirectly because tourists buy retail goods,
pharmacy items and locally made crafts and souvenirs. In addition, with this, tourism can
stimulate the building of infrastructure such as public transportation and roads.
1.2
Rules and regulation
Under the Business Names Act 1985, owner must display the notice showing the name of
owner's name and it couldn't be same as the business name. All stationery purchased for the
business, invoices for goods and services, receipts, accounting information, purchase order must
have the owners name, address and other relevant information.
The Safety Signs and Signals Regulation Act 1996 under this act it is very necessary for hotelier
to display fire exit signs which ensures the safety of the consumers. And the hotels must includes
the Fire Extinguishers in the hotels and more safety devices which may help their customer in
any emergency(McCombs, 2017).
Laws Guiding
Hotel Hilton follows the Gas Safety Regulation 1994 to protect the safety and welfare of
the guests they ensure that all gas equipment and gas appliances meet with this Act. They ensure
their main industrial boiler which heat the building constantly seven days a week and provide hot
water and heating to their guests is properly working and must observed by experts time to time
to avoid its failure. They also keep in observation of the gas leakages to avoid any gas disaster
which is very harmful for the whole hotel guests, employees and hotelier as well(Kaufman, 2018).
Laws for Man force and Insurance policy
Man force
Working Time Regulations 1998 which detects the rest breaks, shift patterns, annual
leave entitlement and working hours for all employees. Staffs are protected under this act as they

cannot be forced to work for excessive hours and any unsuitable shift pattern which could result
in accident or illness from fatigue.
Insurance Policy
Employer's Liability Act 1969 (Compulsory Insurance) employers must have adequate
insurance for their employees as well as display the hotel's insurance certificate inside the hotel.
It is very necessary as hotel insurance is also known as public liability insurance which is
provided by insurer as an overall package deal.
1.3
Common operational processes
Inventory Control
Inventory control in the hospitality is incredibly important. Hotels use inventory
management to prevent loss and theft. They also track the order which they take from vendors.
Using proper inventory controls helps them to order correct amount of stock(Higgins and et.al.,
2018).
Customer Service
Excellent customer service is vital important in the hospitality industry. Hospitality
service provider aims to sustain customer satisfaction and happiness. Services also include back
of the house and non-customer facing activities but somehow they all contribute overall to the
customer experience.
Functions and Roles
Inventory Control -
It tracks the number of orders received, the cost of items, accuracy of delivery and
amount of damaged inventory received which helps hotels to keep record of all activities. This
helps them to access order management to prevent over-ordering or having out of stock items.
Customer Service -
They judge the customer need's without their asking. Service is the act of respect,
kindness and love and it is the heart of hospitality. They take general feedback from the customer
which helps hotelier t know about well working of the business approaches.

Impact
By inventory control hotel can ensure their risk of loss and theft. With the help of this
they could provide discounts and incentives in a controlled way during different seasons. This
helps them in
managing existing rooms, but it can allow them to capture more of market and increase sales and
revenue. Providing world-class customer service strengthens customer relationships which is an
invaluable asset to the hotel or any hospitality venture. Good customer service creates a dynamic,
ambient and unforgettable experience for the customers which helps to stay ahead on
competition in the hotel sector.
2.1
Potential Trends
Waste Management -
Waste management is very important in hotel as it is getting increasingly very difficult to
dispose of waste. It is very essential for a hotel industry to have an effective waste management
system which focuses on reducing waste, reusing useful materials and recycling them(Goodman,
Rudorfer and Maser, 2017).
Transparency -
It is the condition where free and open exchange of rules and measures are fairly applied.
Hotel moves to secure transparent and competitive structure to sustain effectively in the market.
To build a transparency among the guests hoteliers are moving towards more dynamic price
strategy.
Benefits and Limitations
Waste Management -
A comprehensive waste management program helps the tools and resources to critically
evaluate the amount of waste you generate. The product could have a short life which couldn't be
a cost effective for the hotel(Lee and et.al., 2017.).
Transparency -
Price transparency helps to create fair competition on the market as well as honesty
towards the guests. Due to price transparency the price strategy of the hotel will be leaked among
the competitive hotels and thus this will create a competitive environment of hotel.

Technology Advancement
Technology is booming in the hospitality industry with new innovations in up coming
years. Technology advancement in hotels includes advance check in and check out, digitized
room keys, chatbots, Near Field Communication(NFC) Technology and infrared sensors. This is
more convenient for guests to enjoy the services of the hotel. It is very effective as technologies
are growing more nowadays and people are more friendly with them and advancement in
technologies attract more and more guests to visit our hotel and enjoy our hotel's advanced
services. Hotel Hilton provides an application to its every guests and from accessing this
application they could easily operate their room air conditioners, lights, TV and could also get
information about the services provided by the hotel.
2.2
Techniques for improving customer's satisfaction:
For improving the areas of client satisfaction in hospitality industries, management of
hotel can use the techniques of Prioritizing experience of their guests in hotels. Management of
hotels can online connected with the guest once the booking place in hotel. By the sending basic
information about their booking in hotel by the mail and give them details about the functions,
events and popular hangouts in hotel. Also ask them questions and feedback about the services.
Hotel staff also link up with each visitor impersonally to address their necessitate(Best, 2017).
Improving employees retentions:
Enhancing the employees retentions in hotel industry management of specific can use
various concepts like providing them retirement benefits, health care benefits and also award and
rewards. for example hotel Hilton give their retire staff facilities of pensions, gratuity they feel
secure about their future and retain in organization. Retirement benefits also attractive and
effective for retaining the older staff of hotel who perform complex jobs. Timely
recommendation, feedback and appreciations which is monetary or non-monetary, is also played
vital role for retaining employees in hospitality industry. Because they think management of
hotel happy for their work and also show trust on them for their jobs and services.
Existing customer's:
Hotel management can use the technique for their customers loyalty and existence by
treating them well and get to know them. Because a happy customer's tell their experience at
least 4-6 peoples which promote hotel in market. It's ever a good contact if your employees

address customers by their name, remember to tell their at any interaction. If your staff show
respects towards the customer's, it will also improve customers existence in yours hotel. Like
hotel Hilton also use concept of showing respects and well-being for their guests for manage
customers satisfaction and existence in hotels(Muir and Harris, 2017).
2.3
Different types of hospitality industries:
Hotels and travels both are hospitality industries, they provide basic facilities to their
visitors and guests like foods, drink, accommodations and travelling facilities in UK. In hotels
guests can stay and enjoy the meal, foods and drinks. For the visit or explore UK culture,
program guests can use the travels facilities which is in their budget and also provide the
knowledge about the country. The both industries are inter-related with each others. Like Hotel
Hilton also provide the facilities to their customer's food & beverages and travel in country,
which everything's are under budget.
Area of economy gained:
Hotel can earn profit by the providing the facilities to their customers like foods, drinks
and accommodations. Because it is the basic needs of guests. If they are arrived in UK they
always search for the best quality accommodation and food, which is easily provided by hotel
industries. Hotel management can earn profit by give their best services to their customer's which
is fulfilled the need of clients(Schaltegger and Burritt, 2017).
Areas of changes:
For increasing the profit of hotel they can use some techniques which improve the quality
of food& beverages of hotel. Every customer's attract towards the hotels for their better services,
some changes in food can also improve the profit of hotel. Hotel can change their food quality as
per the needs of the customer's, they can also provide some space to customers for make some
special as per their mood. For enhancing the growth of hotel, it can be also makes some changes
in travelling facilities. Hotel can provide them vehicles facilities which they can drive and enjoy
the nature, climate and culture of country. The basic changes in hotels can improve the profit of
hotel.

3.1
Technology advancement in hospitality industries:
Various technology used in hospitality industries for improving the customer's
satisfaction and image of hotel in market. Smart solutions is the best techniques to improve
customers needs and improve hotel quality in market. These techniques include facilities of TV,
air conditioners, temperature control, lighting, alarm and so on technology innovations. They
also provide robotic facilities for keyless entry in their room in hotel.
Advantages and dis-advantages of technology:
Technical advancement in hotel industries have good impact. By the new and advance
technology all services and facilities are easily provided to the customers. Customers also feel
satisfy fir their services in hotel industry. Customers can control all basic thing by an app in their
phones. Whereas, technology also have diverse impact on hospitality industries. More
advancement in hotel consume time and resources of firm. For using all services customers have
to bring their phones and connect it to each other devices which may introduce threats of cyber-
crime.
Technology impact on hospitality industries:
Technology makes direct impact on hospitality industries. With the adoptions of new
technology in hotel, management of hotel become directly connected with their client by the
online portals, all the bookings, check-in and check-out done through technology, billing and
accounts are easily maintained by the hotels staff. By the new technique's hotel are also
examined the policies and strategies of their competitors in market(Moore, 2017).
3.2
Green hotels and sustainable:
For the makes hotels eco-friendly and sustainable in market hotels can many strategies
like food preparations, menu selections, spas etc. are based on nature. Like menu of hotels can be
based on organic produced, food is hormone free meat and others naturals products which offer's
to the customers contain high protein and nutritions.
Impact on market and customer satisfaction:
Its makes huge impact in market activities and customer satisfaction. This activity makes
market eco-friendly and provide healthy environment. Is a type if CSR activity of hotel which
provide a message to customers for make environment clean and healthy. By those activities

customers are attracted towards the hotel. This activity also give message to society and
customers that provided foods and products are fit for us.
3.3
Meaning and concepts of issues:
Domestic policies are those policies which impact or employ on the public or
organization in a country. They are affect the business and person in the certain country.
Whereas international policies and foreign policies are those policies which affect two or more
nations at the same type.
Social issues are those issues which effect person belief, attitudes and values and also
influence huge number of individual in society. And political issues are those issues which
impact the rules and policies of business, trade and tax policies and import-export of
organization(Hope Sr, 2016).
Case study:
Hotel Hilton is a famous hotel in UK. At the time of political changes in country affect
the hotel environment. When government change in UK they make new policies and laws of
hospitality industries. That's laws are important & follow by all the hotels in UK. It creates
impact on hotel Hilton, that firm has to change their health and safety laws in hotel. Hilton hotel
also change their quality of foods at per the norms of government which may consume time and
money of hotel.
Outcomes and solutions:
After the political impact on Hilton, consumer are increased. Hotel stability in market
also improve. For the remedies for political impact hotel Hilton has to follow all rules and
regulations of government, hotel can use optimum resource for the increasing
productivity(Rosenbach, 2018).
CONCLUSION
From the above study it is concluded that hospitality industry contributes a major role in
the GDP of the country. And thus it is very important for this industry to be more innovative,
advance with the technologies, work more on new trends to sustain for long time in the market.
They should mainly emphasis on the customer services, employee retention, green hotel and
improve sustainability in the market. This will help them to increase the sales, profit and could
create a high goodwill in the market.

REFERENCES
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