This report discusses about the organizational structure and recent issues faced by the hospitality industry in recent times. It focuses on the factors affecting the industry, management of challenges, and factors changing the business process.
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Running head: CRISIS IN HOSPITALITY INDUSTRY Crisis in Hospitality Industry Name of the Student Name of the University Author Note
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1CRISIS IN HOSPITALITY INDUSTRY Executive Summary This report discusses about the organizational structure and recent issues faced by the hospitality industry in recent times. In recent time, it is observed that, the hospitality industries is facing issues regarding employment of new staffs and also in retainingthegoodemployeesinaspecificorganizationofthisindustry.For discussing the employee retention rate in the hospitality industry it can be said that, theemployeesatisfactionisoneofthekeyreasonofquittingjobsbythe employees. , it is observed that a low work satisfaction rate among the employees is promoting the low employee retention rate of the company.In this study, it is also reported that, a good working environment in the hotel industry can also affect the employee retention rate of an organization as well.
2CRISIS IN HOSPITALITY INDUSTRY Table of Contents Introduction..........................................................................................................................................3 Evaluation............................................................................................................................................4 Factors Affecting the Hospitality Industry........................................................................................6 Management of Challenges..............................................................................................................8 Factors changing the Business process..........................................................................................9 Recommendations............................................................................................................................10 Conclusion.........................................................................................................................................10
3CRISIS IN HOSPITALITY INDUSTRY Introduction The term organizational structure refers to the activities that are required for operating the organization in a well manner and such tasks are generally allocation of task, supervision and coordination in order to achieve the goal of the company. Hence it can be said that, an organization needs to be innovative, flexible and efficient so that they can achieve the competitive advantages against other rival companies in the same industry. In hospitality industry, the organizational structure refers to the comprehensive plan by which a hotel owner executes the departmental responsibilities and activities. This such structure helps to exert the functions of the hotel industry from front desk to human resource department of the industry.From the interview of the of the manager of the XYZ company it is observed that, the in the hospitalityindustry,thereisingeneralfivedepartmentinthehospitality organizational structure and they are mainly rooms, food and beverages, marketing, humanresourcedepartmentandaccountingdepartment.Themangeralso mentioned in the interview session that the rooms department also take care about the laundry, room reservation and housekeeping department of their hotel. However, in another interview with the manager of ABC company, it was noted that in their hotel, the laundry and house keeping department is functioning differently in their hotel. The manager of the XYZ hotel, mentioned that, the F&B section of the hotel is associatedwiththebarrestaurantoperationandroomservicesintheirhotel industry. In this fact themanager of the other hotel also agreed that in their organization, this structure is followed as well.Both of the managers informed that, the human resource department of the both organization is responsible for handling of the recruitment, training process of the new employees. In addition to this, the HR department of the both organization also take care of the matters of old employees. The marketing department of the ABC hotel look after the total marketing processes such as selling ad space in hotels, advertisement in the digital media, print media, traditional banner in the roadsides of the city and the social media marketing process is also looked after by their marketing team. On the other hand, the XYZ hotel has different social media marketing team and their doing quite good in this social media marketingdepartment.Accordingtothemanagersoftheboththeindustry, accountingdepartmentofboththeorganization.Themanagersofboththe organization mentioned that, their organizational structure is very useful in this
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4CRISIS IN HOSPITALITY INDUSTRY specific industry as both the organization follows a specific strategies while setting theirorganizationgoalandthemanagementrecruitstheskilfulandspecific employees in their relevant department. As a results, all the employees become very efficient in their specific field and this enhances their performance as team. In addition to this, both the managers informed that a wonderful environment of team work is maintained in their organization. The depth knowledge about the specific department also promotes the skill of the employees and that makes them more efficient in their work. Due to increased efficiency the productivity of the industry will also motivate the worker and that positively promotes the employee satisfaction of the organization. The proper efficiency of the workers also reduces the work related errors by the workers. The managers pointed that, it is one of the reason of being successful in this industry with their organizational structure. Evaluation According to the study of Pan ( 2015), it is reported that, the employees’ productivity is one of the most important requirement of the hotel industry and in order to enhance the employees productivity, employee satisfaction is verycrucial. TheF&B sector employees also requires a high level of employee satisfaction in order to perform well. According to the theory of the service profit chain, it is observed that, the satisfied employees can deliver their best performance in gaining customer satisfaction and that will enhance the business of the organization as well. From the interview of the two managers, it is observed that, it is noted that\, both the managers emphasized the fact of employee satisfaction in their organization. In this study by(), it is reported that, the high organizational citizenship behaviour (OCB) of the satisfied employees will generate more revenue from per employee. On the other hand the study ofNieves & Quintana(2016), showed that, the innovative nature of the human resource department of the hotel industry can influence the performances of the employees in the organization. In this study it is reported that, in the 109 hotels in Spain, human resource management department of those hotels has direct effect on the performances of the employees. So, it can be said that, the HR department in the hospitality industry structure is crucial and from the interview of the ABC and XYZ hotel is also following this structure in their organization.The importance of marketing in the hospitality industry is reported by the Kotler et al. ( 2017). Their study showed that a different marketing in the hospitality industry is
5CRISIS IN HOSPITALITY INDUSTRY very crucial for gaining success in this industry. The use of social media marketing in the hospitality industry also shows a good result in generating market revenue. The study ofLeung, Bai & Stahura(2015), showed that the use of social media like Facebook , Twitter is very effective in creating popularity in the market. In this study it is observed that, the use of social media marketing process can affect the attitudes of the customers during their use of specific social media. Therefore, such influences can affect the customers behaviour regarding choosing any specific hotel brands and this in turn affects the hotel booking intentions of the customers. In addition to this, this study also reveals that, the marketing managers should use the same marketing tactics for different social media platform as the effectiveness of different social media platform marketing is more or less same. So, the ABC and XYZ company is using correct strategy for their marketing as both the hotel is using social media marketing strategy in their own way. Factors Affecting the Hospitality Industry In recent time, it is observed that, the hospitality industries is facing issues regarding employment of new staffs and also in retaining the good employees in a specific organization of this industry. For discussing the employee retention rate in the hospitality industry it can be said that, the employee satisfaction is one of the key reason of quitting jobs by the employees. The study of Kim (2014), showed that the employee retention rate is extremely among the new comers of this industry. In their study, they found that the offerings from the other companies with better conditions is one of the key reasons of leaving the current organization. In addition to this, inflexible or excessive work pressure can also promote the lower employee retention rate by an organization.The study of Zopiatis et al. (2014), investigated that, the negative working environment is positively promoting the job leaving attitude of the employees of the hospitality industry. In this study, it was found that, the there was a positive relationship among the job involvement and intrinsic job satisfaction of the employee. As a result of the low job satisfaction, the employee retention rate is low in the hospitality industry in recent time. The study ofAlBattat, Som and Helalat (2014) also supported the association between the work satisfaction and employee retention rate. According this study, it is observed that a low work satisfaction rate among the employees is promoting the low employee retention rate of the company. In this study, it is also reported that, a good working environment in the hotel industry
6CRISIS IN HOSPITALITY INDUSTRY can also affect the employee retention rate of an organization as well. The study of Wong, Wan and Gao (2017), showed that, the recruiting manager of the hospitality industry should concentrate on the requirements of the new employees and their needs from the job of this industry. During the recruitment process of the industry, the HR managers should provide the hierarchical nature of this hospitality industry carrier so that the new employees become motivated to be a part of this industry. The lack of proper ways of recruiting the new employees is one of the key reason of facing crisis during the recruitment process in the hospitality industry. As a result of this, the new generations of the world, is showing lack of interest towards this industry. So due to the lack of adequate candidates, the industry is facing difficulties during the recruitment process. On the other hand, the turnover rate is another problem for which the hospitality industry is facing problem in recruitment process. As a result of quitting a job by a candidate, the company is facing difficulties in finding new employees as the due to low employee retention rate, the organization may have negative reputation in the market of the hospitality industry (Huda, Haque & Khan,2014). In addition to this, the issue of harassment in the work place is another reason of crisis in the recruitment process. Therefore, this factor can also affect the retention of good employee in the specific organization. The issue of harassment in the workplace has become one of the major issue in every industry in the world. The hospitality industry is not at all different from it. Due to the harassment in the workplace by the guests of the hotels or by the higher authorities, make the employee very dissatisfied. Hence, the HR department of that organization have a lot of complains regarding such harassment incidence in the workplaces. Such kind of incidents in the work place of the hotel industry costs the organization in two ways (Ariza-Montesetal.,2017).Firstly,suchincidents,maketheemployeesvery dissatisfied and they leave the organization. As a result, the employee retention rate of the company is also decreased. On the other hand, such incidents in the work places can also hamper the reputation of the company in a negative manner and such negative reputation also contributes to the recruitment crisis of an organization. Inadditiontotheworkplaceharassmentbythecompanies,theissueof discrimination is another cause of low employee retention rate of the organization. Unequal remuneration, unfavourable behaviour towards the employees contribute to the employee dissatisfaction. This in turns lowers the employee retention rate and
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7CRISIS IN HOSPITALITY INDUSTRY reputation of the company in the market. So the company may face, problems in recruiting new staffs in their organization ( Mooney, 2016). Management of Challenges In order to solve the challenges that the management are focusing the pay packages of the employees as in various studies it is observed that, one of the main reasons of the employee dissatisfaction in the hospitality industry, is the payment packages of the employee and this issue of payment is one of the major reason of leaving an organization by an employee.The study of Jung and Yoon (2015), reported that, the pay satisfaction highly affects the psychological condition of the employees and this pay satisfaction is one of the major contributor in high employee retention rate in the hospitality industry. In order to the employee dissatisfaction, the managersoftheorganizationcanemphasizeonthepaysatisfactionofthe employees as in the study of the Jung and Yoon (2015), it is observed that the employees, who are given a a $5.00 gift certificate, have more mental satisfaction than other employees of the organization. On the other hand the, managers can offer other benefits such as health related benefits, benefits of time flexibility to the employees in order to enhance the employee retention rate. The study of Qiu et al. (2015), also showed that, giving benefits to the family members of the employee will also enhance the job-engagement and thereby enhances the job satisfaction of the employees.So,themanagerscanapplythistosolvethisproblemintheir organization as a part of the management of challenges that they are facing. Factors changing the Business process In recent times due to the advancement of the technology, the customer expectations is also rising. In order to stand out in the market of this industry, the organization should use the modern technology in their business process. A positive feedback from the customers, not only affect the satisfaction level of the employees but it is also associated with the good reputation of the organization in the market. Due to the advancement of the internet, the hospitality industry is focussing on using IOT and other technologies in their hotels. Another property that is changing the hospitality industry is the use of automatic check in and check out processes. The use of this feature also reduces the burden of employees in the hospitality industry. However, it is observed that, the organizations are facing difficulties in maintaining
8CRISIS IN HOSPITALITY INDUSTRY balancebetweenmanpower andtechnology (Kandampully, Zhang& Bilgihan, 2015).Changing in the income distribution pattern in the hospitality industry is also contributed to changing of business process in the hospitality industry. According to a report, it is observed that, the changing of middle class society in terms of income, has greatly affect the hospitality industry (Hsia & Chau, 2018).On the other hand it is observed that, the sharing economy is greatly impacting the global hospitality industry.Duringthehighoccupancyrateoftheroomsofthehotels,the organizations are charging high room rents and make a huge amount of profits. However, in recent times this trend is facing difficulties as the consumers have now alternative lodging platforms and as a result, it has become very difficult to maintain the premium rates by the hotel management (Zervas, Proserpio & Byers, 2016). Recommendations In order to resolve those issues faced by the hospitality industry in recent times,theorganizationsshouldpromotethemoreuseoftechnologyintheir organization. As a part of this the organization should build their own mobile app so that the customers can have an easy check out, check in and room booking process. By using this, the consumer can raise their feedback and it will help to improve the organization (Wanget al., 2016). In order to resolve the issue of sharing economy, the organization should have alternative lodging platform so that more amount of consumers can be reached and it will help them in generating revenue. The issue of employee dissatisfaction should be evaluated in a regular manner so that their issue can be understood by the company and it will enhance the employee retention rate (Zervas, Proserpio & Byers, 2016). Conclusion Therefore, it can be concluded that, due to various issues like employee dissatisfaction, low employee retention rate, lack in use of technology, the hospitality industry is facing problems in recruiting new staffs and retaining the old staffs. So, in order to solving these challenges, the managers of the organizations can take various steps and they may reduce the employee dissatisfaction and simultaneously affect the reputation of the organization in a positive manner.
9CRISIS IN HOSPITALITY INDUSTRY
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10CRISIS IN HOSPITALITY INDUSTRY References Ariza-Montes, A., Arjona-Fuentes, J. M., Law, R., & Han, H. (2017). Incidence of workplacebullyingamonghospitalityemployees.InternationalJournalof Contemporary Hospitality Management,29(4), 1116-1132. Hsia, R., & Chau, L. (2018).Industrialisation, employment and income distribution: A case study of Hong Kong(Vol. 3). Routledge. Huda, K., Haque, A., & Khan, R. (2014). Effective recruitment challenges faced by the hospitality industry in Bangladesh: A study on selected star rated residential hotels.Economia. seria management,17(2), 210-222. Jung, H. S., & Yoon, H. H. (2015). Understanding pay satisfaction: The impacts of paysatisfactiononemployees’jobengagementandwithdrawalindeluxe hotel.International Journal of Hospitality Management,48, 22-26. Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry.International Journal of Contemporary Hospitality Management,27(3), 379-414. Kim,N.(2014).Employeeturnoverintentionamongnewcomersintravel industry.InternationalJournalofTourismResearch,16(1),56-64. AlBattat, A. R., Som, A. P. M., & Helalat, A. S. (2014). Higher dissatisfaction higherturnoverinthehospitalityindustry.InternationalJournalofAcademic Research in Business and Social Sciences,4(2), 45. Kotler, P., Bowen, J. T., Makens, J., & Baloglu, S. (2017). Marketing for hospitality and tourism. Leung, X. Y., Bai, B., & Stahura, K. A. (2015). The marketing effectiveness of social media in the hotel industry: A comparison of Facebook and Twitter.Journal of Hospitality & Tourism Research,39(2), 147-169. Mooney,S.(2016).Wastedyouthinthehospitalityindustry:Olderworkers’ perceptionsandmisperceptionsaboutyoungerworkers.Hospitality& Society,6(1), 9-30.
11CRISIS IN HOSPITALITY INDUSTRY Nieves, J., & Quintana, A. (2018). Human resource practices and innovation in the hotelindustry: Themediatingroleof humancapital.Tourism andHospitality Research,18(1), 72-83. Pan,F.C.(2015).Practicalapplicationofimportance-performanceanalysisin determiningcriticaljobsatisfactionfactorsofatouristhotel.Tourism Management,46, 84-91. Qiu, H., Haobin Ye, B., Hung, K., & York, Q. Y. (2015). Exploring antecedents of employee turnover Intention–evidence of China’s hotel industry.Journal of China Tourism Research,11(1), 53-66. Wang, D., Xiang, Z., Law, R., & Ki, T. P. (2016). Assessing hotel-related smartphone apps using online reviews.Journal of Hospitality Marketing & Management,25(3), 291-313. Wong, I. A., Wan, Y. K. P., & Gao, J. H. (2017). How to attract and retain Generation Y employees? An exploration of career choice and the meaning of work.Tourism Management Perspectives,23, 140-150. Zervas, G., Proserpio, D., & Byers, J. W. (2017). The rise of the sharing economy: EstimatingtheimpactofAirbnbonthehotelindustry.Journalofmarketing research,54(5), 687-705. Zopiatis,A.,Constanti,P.,&Theocharous,A.L.(2014).Jobinvolvement, commitment,satisfactionandturnover:Evidencefromhotelemployeesin Cyprus.Tourism Management,41, 129-140.
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13CRISIS IN HOSPITALITY INDUSTRY Introduction A hospitality industry