Hospitality Operations: Key Elements, Challenges, and Service Delivery

This document discusses the key elements of operational management in the hospitality, tourism, and events industries. It evaluates the challenges and current issues facing management in these sectors and explores the tangible and intangible elements of the service encounter. Additionally, it applies hospitality management theories and models to service delivery in events and tourism. The document provides insights into the industry and offers valuable information for students and professionals in the field.

Hospitality operations

Table of Contents
INTRODUCTION......................................................................................................................2
Appraise key elements of operational management in Hospitality, Tourism and Events600
environments..........................................................................................................................2
Evaluate and comment on the challenges and current issues facing management in the
Hospitality, Tourism and Events sectors................................................................................4
Evaluate and define the tangible and intangible elements of the service encounter..............5
Apply Hospitality management theories and models to service delivery in the Events and
Tourism industries..................................................................................................................6
Compare standard operating procedure manuals from different industry environments to
develop a proposal for best practices.....................................................................................7
Understand how to monitor and manage the performance of operational staff.....................9
Demonstrate a professional understanding of operational management in the service
industries and understand its impact on the provision of customer service...........................9
References................................................................................................................................11
Books and journals...............................................................................................................11

INTRODUCTION
Hospitality industry play vital role into the economy. It contains large operations on large
level where they build their own image of creative mindset. In hospitality industry hotels are
now emerged with many opportunities and as well as threats. Therefore, they need to build
such strategies which could help in success and growth. Hospitality industry is widely known
for luxurious accommodation, food and beverages, bars and clubs, also entertainment and
travel. The operations management of these industries are scattered widely. Therefore, threats
are being rising due to competition. This report is going to be about Caenshill hotel , a
seaside town located three-star hotel for local tourist community, UK. They have good
customer base and mainly age of 55(Alrawadieh, Karayilan, and Cetin, 2019). The hotel has
much popularity during tourist season but they may face some challenges and issues because
of large competition. In order to know about their operations, various methods and theories
are going to analyse about the market environment of hospitality industry. The aim of this
report is to identify where the hotel lack in its services, what factors does affects their
management. There are evaluation of many challenges and competition a service industry
faces in their operations management.
Appraise key elements of operational management in Hospitality, Tourism and Events600
environments.
In hospitality, tourism and event management, operations are continuous process
though which they mange their working criteria and enable services and products. In these
three industry , people are concerned about effective services and facilities during stays,
travel and meal. Therefore, there management function is quite wide and complex as it must
be on the basis of customer satisfaction and preferences. Operations management mainly
refers to those functions in which companies input will be put on operations for final
outcome. In services industry these inputs are food quality, accommodations, travel operator
and interior design etc. Therefore, to manage all these operations, it should be in low cost
consumption by utilising human resources at its best(Cheah,, and Li, 2018). The operations
are mainly resources such as Human, technology, material and research. After putting all
together, hospitality industry promotes their services into large market. Operations decided
how well industry and hotel are ready to serve qualitative service into market. There are
major key elements of operations management which are mentioned below:
Product selection and design: in hospitality industry, both [product and services are
included to attract large customers. Right selection of product and service will lead to success

of the hotel. In Caenshill hotel, they have qualitative services like locally sourced food,
incredible hotel rooms, attractive interior view, and organic cuisine. All these facilities
included in hotel’s services on which their operations are rely upon. The hotel provides all
three time meal and bars.
Planning and process selection: under this elements, hotels requires to opt best procedure
through which they deliver their products and services. Therefore, process selection includes,
all those technology, machine by which product got complete and service got render.
Caenshill hotel is require to adopt best technology and process through which they will attract
large tourist(Deale, and Lee, 2021). At present, the hotel has process of manpower and
organic food disbursement but have less effective resources and customers make complaint of
late arrival of food. So that, they need to opt effective mechanism and more of human capital
to provide fast orders.
Locations: location is also the major element of operations. In hospitality sector it play wide
role due to people want convenient stays and attractive views. Hotel, events and travel
destination must be situated at the heart of city or some approachable places which will be
convent for the customers. Caenshill hotel have great place on seaside town, mainly tourists
are attracted towards the place.
Capacity planning: under this element of operational management, it shows how much the
resources are effective to meet with the demand of customers. They influence on the
production process for both efficiency and customer service. It can be for short and long
term purpose that includes overtime working capacity, extra shifts, multiple operations.
Caenshill hotel has came into many ineffective service capacity like food gets cold,
inadequate staff for housekeeping, rushed hours, and sitting capacity. This has affected on
their productivity and profitability and people stop coming into hotel.
Quality assurance and control: quality is the major concern about the customer into
hospitality industry. People come to have quality services to have feeling like home stay.
Quality services give resulting great profitability and large customer believe into hotel
services. In operations management, quality must be priority factor into production and
service department. It includes setting quality standards with low cost consumption. Caenshill
hotel has quality services due to which people were attracted towards hotel in terms of
organic foods like fish and game. They deliver moderate price service with great quality at
food restaurant and bars.

It is evaluated that, operations management are based upon product/services, quality,
Capacity and process planning. By considering all these elements, hotel Caenshill could fulfil
its goals and objective of higher productivity.
Evaluate and comment on the challenges and current issues facing management in the
Hospitality, Tourism and Events sectors.
It is fact that hospitality, tourism and event industry has wide covered area into whole
wide world. As it becomes necessary part of people lives, every others business are emerged
with hospitality industry, but it is not easy to cope up with all the issues and challenges arrive
into the industry due to large financial resources, man power and operations are required.
Every business could not deal with large market uncertainties and customer’s wants and
needs. In hospitality sector, there are various challenges that need to be evaluate by Caenshill
hotel. These are described below:
Innovative technology: in current situation, due to modern world and opportunities.
Hospitality industry faces challenge of innovative technology. People want every time
something new and creative from wherever they go. Innovative things attract them easily.
Many hotels have launched sachems of key cards which gives them discounted offers, bar-
code menu, electronic check in system and many more. Hotel Caenshill needs to adopt these
innovation solution to come back with greater services and welcome new customer at their
hotel and restaurants.
Reputation management: The hospitality, tourism industries are working and expansion on
the basis of their reputation and goodwill they build into market. It could be made through
people review, feedback and judgements(Gupta, Gauba, and Jain, 2017). It impact heavily
upon productivity of hotel. In case of Caenshill hotel, people have made bad reviews on
hotel’s ineffective food and delivery services that resulted in lowers down customer base. So
that, reputation must be maintained to ensure success of hotels and tourist events.
Finding talented workforce: in today’ modern world, finding talented employees is difficult
as well to retain them also. Due to many opportunities arises into market, employees also
shift their job easily. So that, hotel and travel industry must be assure about getting right
workforce by providing them good pays and job roles. In Caenshill hotel, people have
commented on staff inefficiency that affected whole organisation profitability. Due to this
challenge, the hotel must require to adapt ineffective workforce.

Increase in international travel: people are more into wanderlust, so that are courage to
travel whole world with minimum amount of services. Hotels are obliged to provide this
service to grow their exposure and service criteria which attract large customer base. In case
on Caenshill hotel, people have requested to provide event services outside the world, they
must think about his expansion that gives them large benefits into worldwide area.
Evaluate and define the tangible and intangible elements of the service encounter.
A service industry has various types of services they render. These services are also
tangible and non-tangible which includes products also. A tangible product is that can be
touch or seen but intangible not. These products and services could only be feel by their
presence. There are various products a service industry includes such as their main essential
product like food, furniture, brand logo or any other essentials. Whereas, intangible are those
which can only be feel like swimming, food tastes, insurance, medical facilities and others.
Therefore, products are those things in which business are rely upon for their productivity
and profit. It shows the identity they hold into market( Kitsios, and Kamariotou, 2019). In
Caenshill hotel , they include varieties of tangible and intangible products and services. The
hotel has number of food items in their meal with organic substances and its incredible taste
are the intangible service they provide. They also provide beautiful rooms and stay with room
amenities and furniture. Therefore, the hotel has also attractive location that attracts view of
many customers. People enjoy to see window side view at hotel restaurant.
There are various products that a service industry holds that are insurance policy,
trade service, convenient facilities, housekeeping, dining and many more. These services are
intangible which could only be enjoy and feel. Hospitality industry charge good amount to
provide drop in facilities, travel and tour charges. Caenshill hotel has view to provide
intangible services like event organiser for parties, marriage and h other booking which
would benefit large profit. These products are made up of tangible and non tangible elements
that are mechanism, resources and human efforts. Various online services could only deliver
without touch which is of files transfer of payment. Cash is nowadays also an intangible
element which make through online transactions. Therefore, hospitability industry needs to
take advantage of every product arrive into market in order to render into their services.

Apply Hospitality management theories and models to service delivery in the Events and
Tourism industries.
There are various theories and models which are applicable to event and tourism
industry. These model and theory helps to identify what are most recent ends and procedure
into these industries while conducting a business. It is necessary to equally indentify what
factor influences the most into these industries. Events and tourism industry has wide demand
into market, people nowadays become more adventurous and wants to explore the world.
Travel industry supports them by providing exciting packages, travel destination at very
normal cost(Mak, and Chang, 2019 ). This grows demand for these services where a person
does not need to get worried about stay, food or convince. As these facilities are provide by
event and tourism sectors. In will be more evaluate by management model which is defined
below:
Bureaucratic management theory: Under this theory of management, the author has
defined the simple meaning of Bureaucracy which says that a proper authority and command
must be evaluate into the business. It includes division of work and difference of
organizational assets with its human resource. Through this theory, travel and event group
will easily distribute their work to various countries and render their various services into
various locations. Caenshill hotel could set their standards for in order to move within event
organisation.
Contingency management theory: under this theory, it has identifies that management is
continuous process which varies from one organisation to other. Therefore, it is required to
have good guidance skills and approach so that, leaders should undertake their own potential
to locate their work(Roma, Panniello, and Nigro, 2019). Leaders are identifies to be the best
players in event and tourism sector which establish standards and provide direction to other
employees(Roelofsen, and Minca, 2018). Caenshill hotel could demonstrate work
performance with the help of this theory and must hire management and leaders who could
help in achieving targets.
Human relation theory: Through this theory, it focus on maintaining human relations by
giving them autonomy and decision making whether it is on large level or short. Therefore,
maintaining relation will lead to make more familiar environment that helps in companies’
growth. As workforce are the integrated parts of organisation. Caenshill hotel must use this

theory while working for event organisation into new field or enhancing existing growth of
hotel.
Management models
Rational goal model: Under this model, the main focus drives on the aim and objective of
profits making by taking effective decisions. Through this model, managers try to Focus on
scientific and modern methods to solve operational management issues and bring new culture
diversity so that management will get influence by modern technologies. Through this
concept Prophet would be rise .Caenshill hotel Could Adapt this model to give rise and
achievement to their objective. As the model defines goals of the organisation. It would be
easy for the hotel to operate in two even Department and fulfill customers needs and wants.
Human relation models
Through this model human relation get maintained my providing them basic necessities
which will result in incredible output. Can chill hotel good emphasis on this model so that
they could retain large number of employees towards event industry and grow for the same.
Through this model employees welfare would highlight and being them the most important
part of organization. In the newly opened business in event industry the hotel needs to hire
effective employees who could take the hotel to a new success. That could only be possible
when employees get their own well being and positive work environment culture.
Hence, all the theories and models discussed are significantly proven for event and
tourism industry. They give a new culture and diversity put the hotel we're specifically
looking for gaining customers attention and provide them what they want.
Compare standard operating procedure manuals from different industry environments to
develop a proposal for best practices.
Standard operating procedure manuals all type of software’s which are inbuilt for
documentation processthrough these process, companies could verify and maintain their
important documents. they allow all the users to drive their functions electronically by using
the software. It is required for all the industry which have large working manuals to create
their more less complex(Seager, 2018). These software’s provide various benefits differently
for all the industry by providing free templates, permission sharing, centralized procedures
and written form of manuals. This will give minimum time taking procedure to learn new
concept for employees and leaders. Also, it minimizes risk, give rise to competiveness and

ensure corporate power. The comparison among them for different industry environment is
mentioned below:
Hospitality industry
In hospitality industry, users are profound to have best services to give their money a worth
satisfactory power. Therefore, these software of SOP help in making communication with
employees, cleaning and automation, electrical facilities, or any others operation could only
be best perform by written standard manuals. As these manuals give rise to standards and
suggest what needs to be done practically. In this industry hotels customers are required to
have premium quality facilities, good food and stay with sanitization. So that it is required to
have them often by creating and structuring all the procedure. These manuals are significantly
to be best for hospitality industry to look forward in fulfilling all the necessary wants of
customers(Zizka, 2017). The chosen hotel good use these software’s to make their work less
complex by written SOP. In order to expand their business, they could use many standard
manuals in very Less cost. These services are useful in electrical, plumbing contract by
required training and certifications. The safety is the major concern about hotels which get
totally improved with these standard manuals.
Retail industry
In this industry. People are more of concerned about health and quality. They want as much
superior as the company could perform. The products includes are food, clothing, accessories
groceries and many more. Therefore, there are many wide option but less software
3mpoerment needed as the industry only require to communicate with production mainly in
order to produce goods as per customers requirement. But in large supermarket stores, where
large operations are built, the companies mostly go with standard manual operations for not
leaving out the main outcomes and qualitative material.
Understand how to monitor and manage the performance of operational staff.
In order to manage the operations of operational staff, there are various steps that hotel
Caenshill could undertake. These steps are best to acknowledge how their employees are
working on operations level.
Employee monitoring software: through these software’s, the hotel could identify and
check how past and present performance of employees differs and where the improvisation is

required. Check visited sites, data and devices employees have used. Also, allow some
limited employees excess to the screen so that it could be identifies which employees perform
more better.
Task and project management: every employees working into organisation does mot mean
that it works hard or completing their task. For that, the hotel could use some of programmes
who check the efficiency of employees by undertaking their set of activities they complete on
time. Project management service gives these features to resemble the data with what they
have worked.
Monitor some employees with selective control: motoring some employees at time will
give accurate performance results and will give an insight to employees that they are in
continuous visibility of their boss or manager. So that, they will perform their work more
dedicatedly without doing any un useful task(Su, Pan, and Chen, 2017). Therefore, the hotel
must check employees performance by making them in count and segment if or so that each
employees will come out with its mistakes.
Weekly planning to communicate with employees: communicate with employees on
weekly basis give empowerment to know about their opinion in working and how they feel
while working. So that, it could identify what problems they are facing to engage with other
employees of with work.
Demonstrate a professional understanding of operational management in the service
industries and understand its impact on the provision of customer service.
Operations management is all about the concern regarding planning, organising and
resourcing all the product activities which is necessary to run a business. Therefore,
professional operations management is shown as a perfection into workplace. Thus, being
professional is quite necessary to be enthusiastic and desiccated while working. It give impact
on customer satisfaction. As much as employees get professionally maintained in their work.
The much it will provide customer satisfaction(Zhao, and Hou, 2021). It is the best solution
for hotel Caeshull to give proper training of operations management to their employees by
communicating and indulging with their work. Customers want all their demand fulfil when
they pay money which needs to be professional so that the service will get improvise.
Therefore, customer services must be effective in order to ascertain hotel profitability and
productivity. Professional well being includes all those communication and word of mouth to

deliver services effectively. Professionalism play huge role in hotel industry where it all
about service industry.
Recommendation
It is recommended that hotel need to improvise its operations management that must be
enhance by way of effective software’s, employees performance improvise customer
experience. Customer want good and reliable experience from stays and food. The food
delivery neds to be more superior and fast by eliminating wasteful work and optimising
effective machinery. Therefore, efforts must be taken on more of customer feedback so that
hotel will regularly get to understand by their wants and demand. In order to accomplish
event operations, good financial and resources are required to have in within employees and a
unique exposure.
Conclusion
The report has concluded that, hotel management should be good because of so many
factors. Hotel management should train their employees to how to treat the patients and their
family members. Sometimes the patient can be in rude or angry due to their medical
condition so they can argues with the employees or the doctors but in that situation they
should handle the situation very peacefully. The management should Train their employees
anger management. Sometimes family members of the patient can be very aggressive, they
should know how to handle them. On the second thought, the infrastructure of the hospital
should be very clean and provide all the needed facility to the customers

References
Books and journals
Alrawadieh, Z., Karayilan, E. and Cetin, G., 2019. Understanding the challenges of refugee
entrepreneurship in tourism and hospitality. The Service Industries Journal, 39(9-
10), pp.717-740.
Cheah, S., Ho, Y.P. and Li, S., 2018. Business model innovation for sustainable performance
in retail and hospitality industries. Sustainability, 10(11), p.3952.
Deale, C.S. and Lee, S.H., 2021. An exploratory study of hospitality and tourism
stakeholders’ perceptions of professional etiquette. Journal of Hospitality &
Tourism Education, 33(1), pp.43-56.
Gupta, K., Gauba, T. and Jain, S., 2017. Big Data In Hospitality Industry: A
survey. International Research Journal of Engineering and Technology, 4(11),
pp.476-479.
Kitsios, F. and Kamariotou, M., 2019. Service innovation process digitization: Areas for
exploitation and exploration. Journal of Hospitality and Tourism Technology.
Mak, A.H. and Chang, R.C., 2019. The driving and restraining forces for environmental
strategy adoption in the hotel industry: A force field analysis approach. Tourism
Management, 73, pp.48-60.
Roelofsen, M. and Minca, C., 2018. The Superhost. Biopolitics, home and community in the
Airbnb dream-world of global hospitality. Geoforum, 91, pp.170-181.
Roma, P., Panniello, U. and Nigro, G.L., 2019. Sharing economy and incumbents' pricing
strategy: The impact of Airbnb on the hospitality industry. International Journal of
Production Economics, 214, pp.17-29.
Seager, B., 2018. Work-integrated learning assessment methods for Hospitality students at a
University of Technology in the Western Cape, South Africa (Doctoral dissertation,
Cape Peninsula University of Technology).
Su, L., Pan, Y. and Chen, X., 2017. Corporate social responsibility: Findings from the
Chinese hospitality industry. Journal of retailing and consumer services, 34,
pp.240-247.
Zhao, X. and Hou, J., 2021. Applying the Theory of Constraints Principles to Tourism Supply
Chain Management. Journal of Hospitality & Tourism Research,
p.1096348021996791.
Zizka, L., 2017. The (mis) use of social media to communicate CSR in hospitality. Journal of
Hospitality and Tourism Technology.