Analysis of Hospitality Industry Management Research Papers

This assignment involves analyzing and summarizing various research papers related to hospitality industry management. The papers cover a range of topics, including service quality, innovation in the 'low-tech' service industry, sustainability in the hospitality industry, and technology strategies for the hospitality industry. Additionally, the papers discuss work stress and well-being in the hotel industry, use of different sustainability management systems in hotels, and measuring hotel performance using a balanced scorecard perspective.

HOSPITALITY
INDUSTRY

Table of Contents
INTRODUCTION ...........................................................................................................................................3
TASK 1 .........................................................................................................................................................4
A) An analysis of the structure of current scale, scope and diversity of hospitality industry...................4
B) Organizational structure of different hospitality industries ................................................................5
C) The role of hospitality related organizations and professional bodies in the hospitality industry. .....9
D) The staffing requirements of different hospitality industries............................................................11
E) Justification of the roles, responsibilities and qualification requirements of hospitality staff ..........12
F) A discussion of the current image of the industry:............................................................................14
TASK 2 .......................................................................................................................................................15
A) An analysis of operational, managerial and legislative issues resulting from recent developments
affecting the hospitality firm..................................................................................................................15
B) Predicted future trends and development in hospitality sector. ......................................................17
C) Impact analysis of those predicted trends and developments:.........................................................18
CONCLUSION ............................................................................................................................................18
REFERENCES ..............................................................................................................................................20

INTRODUCTION
In today modern world hospitality industry plays most essential role which helps I
generating revenues for economics for various countries. It can also consider as the major
independent sector as well (Nyheim and Connolly, 2011). The basic purpose of hospitality firm
is to provide high quality goods and services to their potential buyers in order to gaining profit
and revenue. Hospitality sector involves gamut of various other small sectors in it like small as
well as big hotel industries, pubs, restaurants and business organizations. It is the most essential
component which contributes a huge amount in developing economic condition of any country.
Hotel Holiday Inn is the world’s largest hotel industry, who deals in luxury goods and services
are provide most comfortable accommodation facilities to their clients in order to satisfying their
needs and wants. Hotel industries are linked with hospitality sectors in respect of ensuring their
customers about safety and security. The selected firm is always focused on hiring well reputed
and educated people in their firm in order to providing most satisfactory services to their
potential buyers who are willing to taking advantage of offered services of firm. This report
contents the study about various essential elements that are related with hospitality firm. An
effective analysis of the structure of current scale, diversity and scope of hospitality industry. A
brief discussion about organizational structure of various hospitality sectors. Different roles of
hospitality that are related with professional bodies and organisation. A proper justification about
basic requirements that is essential for hospitality staff and employees. The roles, responsibilities
and qualification which are important in each individual who are part of hospitality firm. The
current image of hospitality firm will also be discussed in precious manner. An effective analysis
of operational, legislative and managerial issues which are helpful in resulting them from recent
developments affecting the hospitality firm. The impact of predicted trends and developments.
Hotel firms are focused on providing best and satisfactory services as per the needs and
requirements of people who are willing for receiving best and high quality services for
developing their health and physical condition.

TASK 1
A) An analysis of the structure of current scale, scope and diversity of hospitality industry
Hospitality can be considered as the world’s largest industry across the world who
contributes a huge amount in enhancing the economic condition of any country or nation.
Hospitality sector in UK was ranked as world’s fourth largest it has also a positive impact on
society and culture of country. Large number of people is employed in this sector; the major
scope of this sector is to gain huge among through providing beneficial products and services as
per the requirements of customers. Hospitality sector involves different businesses like food,
accommodation, beverage, bars, contract catering, pubs, clubs etc.
Scope:
The scope of hospitality firm comprises a variety of business which helps in providing
services and facilities such as food, accommodation, beverage, entertainment, gaming,
transportation, health, safety and security. The term of hospitality is big concept and become
accepted over the years and can be considered as a generic word, which is focused on describing
the well being of various services and facilities that are related to travelers and tourist. In today’s
modern era large number of people are going for spend their vacation at various places as per
their own choices and interest. The present research is based on hospitality sector which is
focused on providing high quality and best services to their potential buyers in order to satisfying
their needs and wants. The scope and diversity of hospitality industry is a big concept which
includes a variety of job opportunities, roles and employment possibilities that cause well being
of society and its people.
Scale:
An analytical view will be creating on present scale, scope and diversity of hospitality
firm n respect of providing a proper understanding about this topic. The major scale involves in
hospitality sector is restaurants, clubs, bars, pubs, lodging, caters, entertainment, event
management and gaming etc. this all sectors are help full in generating huge profit through
providing beneficial equipment and services to their potential buyers who are willing to taking

advantage o offered services of firm. The major scope of hospitality sector is to generating huge
amount o profit in order to contributing a huge amount in social welfare and improving
economic condition of any emerging industry or firm as well as country. This is most essential
sector which helps in contributing a huge amount in developing various job roles and
opportunities to various people who are facing the issue of unemployment (Boella and Goss-
Turner, 2013). In this variety of industries are involved, those are helpful in rendering best job
opportunities that are willing to improve their living standard and life as well. Large number of
people is moving forward towards hospitality sectors because this is most beneficial sector to
earn huge amount of profit and revenue.
Diversity:
Hospitality sector is diversified in huge area, in this variety of sectors are linked with
each other, just for fulfilling the basic needs and requirement of people and society. In this the
firms which are having socioeconomic background are involved in this. It is very wide and
diverse industry through which various people are familiar with its facilities and services that are
offered by the firm to their buyers. Hotel Holiday Inn is focused on rendering best and beneficial
services to their customers and clients in order to satisfying their needs and wants. Their major
purpose is to earn huge amount of profit through giving services and products as the
requirements of customers. The hotel firm is linked with various sectors that are more effective
in providing fast and quick services to their customers in order to sustain them for long time. In
this sector there is a wide range of jobs in the hospitality firm because of its high demand and
need to make the work or task more manageable in nature. In today’s modern work it can be
considered as the most demanding industry that provide beneficial and comfortable job
opportunities to the people. The major scope of hotel Holiday Inn is to attracting huge amount of
customers through offering variety of products and services in affordable price which is less as
compared to their competitors.
B) Organizational structure of different hospitality industries
Organizational structure acts as a link between various departments and the people of an
organisation. There are different set of organizational structure in different organizations. There
are mainly three types of organizational structure, some organizations have tall structure, some
are having flat structures and some are using matrix structure, which are described as under:

Tall structure:
Large industries such as hotels mainly have tall organizations structure as they have
different levels of working staffs ranking from managers to workers.
(Source: Tall Organizational structure, 2017)
In this type of structure there are various level of hierarchy. In these organisation
appointed managers on different level who has a small span of control and the managers are
responsible for all the task which are performed by the group members. As per the above given
diagram it has been explained that organizations are having different departments such as
marketing, finance, ops and HRM. In each section organisation appoint managers who are
having significant potential to manage organizational work in effective manner. For example:
large hotel firms such as Holiday Inn, Marriott are dealing in large business enterprises and using
tall structure for implement their work in right direction.
Flat structure:
Illustration 1: Tall Organizational structure

whereas in a small restaurant an owner can be the manager and the chef as well and it
easy to manage his work, that why flat organizational structure is mainly found in small
industries. The organizational is further divided in two different parts one as the front of the
house and the other as the back of the house. The departments like food and beverages,
accommodation, conference and banqueting etc are included in the front of the house part
whereas the departments like finance, food preparation areas, and the areas not seen by the guest
are included in the back of the house part.
(Source: Flat organizational structure, 2017)
In this type of structure there is not any involvement of middle level as each activities are
handled by higher authority and they are only responsible for all task that are help at work place.
In this no level of middle management among executives and staff members. This type of
structure are used by small business enterprises as there is a huge control of CEO or owner on all
business activities and they are focused on gaining high profit through rendering high quality
goods and services to their potential buyers. For example: Bridge House, The Idle Rocks are the
small hotel industry who are widely using flat organizational structure as the hotles are having
their business activities in small scale.
A hotel can be either owned as chain hotels or franchised or partnership or as limited
companies. If the person invest, he can directly own a hotel in chain, where he can hold his
position as a part of renowned chain whereas in franchise system of ownership a person need to
pay the franchiser a amount of royalty fee in order to run the business. Franchising of a
company's product and services has many advantages as it can save the cost of starting up of a
new business and thereby saving the expense of marketing and promotions as the company
Illustration 2: Flat organizational structure

already stand with its well reputed product and services already well known by the public,
moreover the person taking the franchise is less affected by the ups and down of the business as
he is only a minor part of the business chain (Brotherton, 2012).
Matrix organizational structure:
(Source: Matrix organizational structure, 2017)
In such type of organizational structure reporting relationships are structured as a grid or
matrix rather than the traditional hierarchy. In this employees needs to report to both production
as well as functional manager. In this functional and project mangers are responsible for all
activities that are held at work place and cause growth and profit for company. For example:
Manufacturing firms are using this type of structure in ordered to producing high quality goods
and services for their customers.
Illustration 3: Matrix organizational structure

Hotel holiday inn is the world's biggest British multinational hotel industry, it offers all
its best services and security facilities to all his valuable customers. In case if the customers are
and satisfied and are not happy with the allotted services, the organisation tries to make up of for
the inconvenience caused to the service user i.e. the customers. The organisation also takes up
the responsibility of all the issues of the guests by providing every kind of services including
medical facilities to the service consumers as per their wish and needs. The organizations is
linked up with the top class health consultancy department to provides best services as per the
requirements of the customers. The industry act as an security and safety guard in providing the
best services to all his guests.
C) The role of hospitality related organizations and professional bodies in the hospitality
industry.
Professional bodies’ plays most essential role in hospitality sector in order o enhancing
growth and development of people as well as firm. In this sector so many professional bodies are
involved, some are describes as under:
British Hospitality Association: This sector is mainly concerned with the restaurant, hotel,
lodging and catering companies. This can be considered as the private association. The British
hospitality association represents these organizations over 100 years. This sectors work in fife
different areas in order to developing of restaurants, hotel, lodging, transport and catering. This
type of firm are mainly focused on regal laws and regulation for creating a safe and secure
working environment for their employees who are putting their significant efforts for enhancing
growth and success of firm. In order to confirming the sustainability of business, it is required for
them to fulfill the necessary requirement of government regulatory bodies. These government
bodies are directly related with the country in which the cited firm is operating their business
activities, thus it is very difficult for company who are having various global operations in
respect of ensuring that all of the wings of company are working as per the local law and
regulations of company. Some key areas are describes as under:
Economy: In this competitive world the basic purpose of each organisation is to gain more profit
and revenue through providing best and most suitable services to their customers. The British

hospitality industry develops an effective environment where the hospitality firm can have a way
to sustain growth and success (Mok, Sparks and Kadampully, 2013).
Employment: The hospitality sector are mainly concern on hiring well educated and skilled
people in their firm, in order to providing beneficial products are services to their customers.
British hospitality association is basically focused on providing training and education to each
individual who are part of firm in respect of bridge the gap among available skills, ability and the
actual requirements of hospitality sector.
Intelligent Regulation: The British Hospitality sector is also helpful; in providing proper
guidance to government bodies in respect of decreasing the impact of costly regulation. This is
most significant information that is needs to provide at national as well as local level.
Sustainability: It can be considered as the most essential element of hospitality industry. It plays
most important role in economic development of country. This can also provide environmental a
societal success and growth. Holiday Inn hotel is mainly focused on providing high quality and
satisfactory services to their customers in order to sustain them for long time, so that firm can get
a sustainable profit at regular basis.
Health: It can be measured as the most important function of British hospitality association.
This helps in taking a proactive action in respect to give a proper shape to the hospitality firm
and developing the policies and legislations to improving the healthiness of industry and also
enhancing the wellbeing of customers.
Institute of hospitality: The hospitality sector is mainly concern about appointing a well
educated and skilled person as a manager of firm, who is able to handle all task and activities
which are essential for organizational growth and success. Manager and aspiring managers are
responsible for all activities that are held at work place in terms of gaining profit and growth.
Membership: With the help of institute of hospitality association various membership programs
are run in more efficient manner. The basic purpose of these programs is to give best
opportunities to members who are important part of firm. Hotel Holiday Inn is concern on
providing most beneficial training to their staff people in order to developing their skills and
abilities.

D) The staffing requirements of different hospitality industries.
The hospitality industry offers various number of employment schemes at all levels of
organizational management, which requires different levels of qualifications, educations,
training. In different sectors of this industries the staffs are either involved directly in dealing
with the public, in providing its services to customers or indirectly where the staffs work in the
other management departments. Hostility workers must uphold proper and well defined skills
and knowledge in customer handling and communication skills to deal with the customers. some
basic requirement of various hospitality departments are as follows :
a) Food service management
A manager who manages the restaurant oversee the various day to day operations in a food
factory, restaurants or fast-food establishment. Mangers are also responsible for directing, hiring,
training and disciplinary function of the workers and the mangers also make sure that the
customers are fully satisfied with their products and services .According to the U.S. Bureau of
Labor statistics, employers are preferred as managers with at list some or more college
educations. Associates and Bachelor's degrees to managers are provided by the Food service
management and Hospitality education programs. The process require an internship to provide
knowledge, skill and experience in the field. The training includes the way of running all areas of
the restaurant, and also specific knowledge and training for the company.
b) Hotel and accommodation department
In today's modern era the people are more interested in cheap, best and fast mode of service,
so the hotel managers make sure that all the operations in the hotel industries are carried out with
their best service so that the customers get a quality experience and feel comfortable. Different
areas like housekeeping, room service, maintenance, the front desk, marketing and the security
are directly managed by the managers (Slåtten and Mehmetoglu, 2011). Large hotels hire
various other department managers like front desk, office and financial managers. According to
the U.S. Bureau a Bachelor's degree in hotel or hospitality management is preferred as mangers
in hotel chain. Hotel management degree plan have course work in different areas as marketing,
accounting, management, food service, maintenance and housekeeping. Managers with
associate's degree can be hired by small hotel.

c) Food service staff
In hotel Holiday Inn, Working office staff members like cooks, servers, bartenders, hosts and
hostesses are included in the food service restaurant staff. Head cooks and the chefs are
responsible working of the cooking departments such as the kitchen staff, prepare foods, develop
menus and buy food suppliers. Sous chef’s works under the direction of head cook and directs
the other kitchen workers. Waiters or severs take the orders from the valuable customers and
serve the prepared hot meal and beverages to the table of the customer. A server with high
school education are usually preferred and also trained on the job. According to the U.S. Bureau,
some restaurants provide training to its workers with classroom instruction for proper serving
techniques, sanitation procedure and the different polices of its establishment. On the other hand
culinary arts programs provide a scope of training and learning in menu planning, nutrition,
cooking, sanitation and purchasing.
d) Housekeeping staff
Now-a-days, large number of people has demands for a good and clean surrounding. large
hotels, motels and resorts mainly hire staff for housekeeping for keeping their guest
accommodation clean. Hotel housekeeping staffs looks after the cleaning activities like
replenishing linens and room items, adjust beds, clean and wash bathroom, vacuum and sanitize
the room. According to the U.S. Bureau training for housekeeping staff are provided on their job
itself as an internship procedure. Small hotel industry needs small number of staff members who
are having potential skills and ability to perform each task that are assigned by the higher
authority of firm. Large hotel such as Holiday Inn needs various number of staff members as
organizations is having various department and performing different kind of activitis in respect
to attaining desired goals and objectives. In this people are hired as per their skills and ability to
perform any kind of task and duty.
E) Justification of the roles, responsibilities and qualification requirements of hospitality staff
Roles of hospitality staff can be classified as the various functions performed in a
particular process or operations whereas responsibilities are modes of duties or tasks that a
person is required or expected to perform in a particular time. For a example in a hotel there is

specific role of a manager and he or she holds certain responsibilities like maintaining and
improving the standards of the hotel industry.
The roles, responsibilities and qualification requirements for the hospitality staff members in
HRM department are as follows:
Responsibility and Qualification for the role of supervisor in a hotel industry:
 Conducting various operations
 Providing training to the lower level staffs
 Giving orders and managing inventories
Criteria
 Should have perfect knowledge about the running operations.
 Should have a good communicating skill
 Should be an experience holder
 The applicant needs to have some management skills in order to manage organizational
work.
Responsibility and Qualification for the role of manager in a hotel industry:
 Analyzing and planning restaurants sales and profit
 Managing the standards of the restaurants
 Provide motivation, training and hiring staffs of lower levels
Criteria
 Should be a associate degree holder
 should uphold organizational and interpersonal skills and knowledge
 should have administrative and communication skills.

F) A discussion of the current image of the industry:
In the last century, hospitality industry has witnessed major changes and these have
impacted the providers and the people involved in this sector. This area of operations has
evolved over centuries. In the beginning of civilization, only the rich and powerful had the
resources to undertake tourism activity. In 1841, Thomas Cook used this as an opportunity to
commercialize the travel and leisure time. This led to revolutionize whole industry which was
scattered in different names and sectors. Today, hospitality is one of the prime contributor in the
industry and it is growing at a tremendous speed. Basically, before travel and tourism was
commercialized, the hospitality providers use to sell beds for nights and this is how the business
use to run. But today with its inclusion in the industry, it is selling packages for a best leisure
time.
The image of hospitality sector has completely changed throughout the years and these
days it is considered as one of the main contributors in service sector. It is also one of the fastest
growing industries which are employee’s human resource as well as boosting the economic
growth of countries. Also, it is not limited to the national boundaries of a country, but has
expanded into the entire world. There are many multinational service providers who are
operating in various continents while providing high quality of end goods and satisfaction. For
example, Holiday Inn is one of the biggest companies which are serving people in the field of
hospitality. It has a good level of influence over factors and production and uses them at a very
optimum level.
These days’ organizations are finding it difficult to manage various issues that are there
due to changes in external environment. Also, it is far difficult for multinational companies to
manage their resources in different countries where the environment is highly dynamic.
Currently the issues which exist need to be properly managed so that their overall productivity
can be maintained. Basically, while doing so the organizations need to focus on customers and
their satisfaction levels. They need to develop their image in the mind of people by providing
qualitative services and ensure that all products sold to them are as of their requirements.

The organizations that are dealing in this sector have to invest in marketing as well as
customer service. This will allow them in making positive environment for the industry and its
operators. The current image of industry is positive but there are scandals that are hitting it which
damages the image of sector. Certain issues such as bad quality of service or products are known
to impact organization image. The image of companies needs to be improved for making sure
that their profitability as well as productivity is managed. At the conclusion, it can be said the
image of companies need to improve from the current level so that they can further expand and
grow. Also, focusing on marketing as well as customer service will allow them in making sure
that each task is completed in set period of time.
TASK 2
A) An analysis of operational, managerial and legislative issues resulting from recent
developments affecting the hospitality firm.
Problems and issues are uncertain they can arise any time anywhere in any situation, it is
the major responsibility of firm is to create some backup plans in order to overcome the issues
and issues which may directly impacted on organisation as well its development. Some major
issues are describes as under:
Operational issues: This is the most essential department of firm which plays most essential
role at work place. This can cause through operational department of firm. This department is
categorized among components which all are important for each task that are held at work place.
Some components are explains as follows:
Labour Scarcity: Human resource is the most essential element in business firm which plays
most effective role in growth and success of firm. A contracting labour power is the most ideal
challenge in front of the international hospitality firm which consist through the international
society of hospitality consultants which of late assembled to devise across the world which grade
and matters them as per the requirements and needs. labour and employees are most effective
source of firm who putting their significant efforts in order to accomplishing organizational goals
and task that are assigned to them as per their skills and ability. The major difficulty arises at the
time of drawing and preserving capable personnel, one time and its mainly concern on an
inaccessible range of economies, is more and more becoming an effective international challenge

or issue. Through this kind of development hospitality sector are able to provide high quality and
fast services to their potential clients in order to satisfying their needs and wants. As a large
business enterprises hospitality sector having various departments which are performing different
task and duty as per their assigned criteria and the higher authority and manager provide training
top their staff people so that they are able to render significant products and services to their
customers.
Cost supervision: This can also considered as the most essential element of firm because all
activities that are held at work place are based on capital or cost. It is the major responsibility of
manager or higher authority is to manage capital in an organisation for carry out all
organizational activities in right direction. Higher authority of firm make proper arrangement of
funds and capital in order to resolve the issues and problems that are arises due to lack of money
and capital. The hotel Holiday Inn is mainly concern on adopting new and innovative tools and
techniques in order to enhancing the production and operation of firm. Through this organisation
is able to gain more profit and revenue by providing satisfactory services and products in
affordable prices. As the company is focused on managing their resources in order to long run of
business and its activities.
Increased competition: In this modern world there is a huge competition at market place. Each
business organisation are mainly concern on reaching at higher position at market place through
providing high quality and beneficial services to their customers who are willing to taking
advantage of offered products and services of firm. In today’s modern world competition is high,
each business firm are focused on gaining attraction of large number of people by providing
more beneficial and comfortable services to their customers rather than their competitors.
Managerial issue:
The short lived effects of events: These are impacted on organizational activities through all
occasions which may have an effect on traveler demand or needs are believed to encompass just
provisional and temporary outcomes.
Increased competition: Managerial issues are arises due to lack of skills in managing
organizational work in efficient manner. So basically all organizations are concern on recruiting
a well educated manager in an organisation who are having significant knowledge and

experience to handle all organizational work in right manner. Hotel Holiday Inn is mainly
focused on adopting most suitable strategy in order to providing high competition to their
competitors.
Legislative issues:
There are so many laws and legislations that are required for each company to follow in
most efficient manner in order to carry out business and its activities in right direction. Variety of
legislation is defined employers, employees, labour and customers who are having a direct
impact on hospitality industry. This can be completed through fitness, cleanliness, surroundings
and security or relations of office. The major influencing element in hospitality sectors is
cleanliness and hygiene. These two are having a direct impact on organizational performance.
Hotel firms are not considering hygiene extremely sincerely legislation such as food act which is
established to secure the issue that are cause due to hygiene in hospitality sector.
B) Predicted future trends and development in hospitality sector.
In today’s modern scenario hotel sector and food or beverage plays most effective role in
hospitality industry. These two are briefly describes as under:
The hotel sector of the hospitality industry: When future prediction is made, customer’s
services can be considered as the top most priority of firm. Basic purpose of hotel industry is to
providing effective and most beneficial products and services as per the needs and demand of
customers who are taking effective advantage of offered services of firm. In the modern scenario
mostly firms are concern on adopting most beneficial and innovative technology at work place
for enhancing the working ability of firm and its employees. The choice and demand of
customers are fluctuate in nature, the preference of people are change due to change arise at
market place. So it is the basic requirement of organisation is to identify the basic requirements
of customers and serve them as their needs and wants.
Food and beverage management: The management of food and beverage plays most effective
role in hospitality sector. Mostly customers are attract towards cleanliness and hygiene, so hotel
Holiday Inn is mainly focused on providing best and high quality food products in very less
provide so that customers can approach the firm for their services and products. They are

constantly taking feedback from customers in order to improving their service facilities through
gaining proper advice from customers who are taking benefits of offered services of firm.
C) Impact analysis of those predicted trends and developments:
Different hotel sector in hospitality industry are improving their trends and innovating their
facilities, some of the new features are as follows:-
 Loyalty need to evolve as loyalty program act as important aspect in numerous hotel
companies. Hotel companies are emphasizing and placing so much scrutiny on the
various loyalty program of the organizational
 Experience beyond the hotel is the mere fact a company needs should not only look after
the facilities inside the hotels but also need to pay more attention to the guest experience
outside the hotel.
 The emerging of the smart hotel i.e. many hotels making large investments on beacon
technologies, messaging, streaming in-room, and other few smart hotel concept.
 Good designs going main stream, the entire customer requires all the service at a very
cheap and speediest mode, innovations are made by the hotel sectors to make the
services of the industry convenient for the public and providing everything that's under
their reach in the demanded conditions.
Food and beverages in hospitality industry
In the present era, all the departments including the food and beverages departments
needs to change and improve its trends as per the customer demand for the services. The
organization thereby take feedback from its valuable customers about the currently served
product and services and then bringing the required change in the product or the services that
can be adjusted or changed as per the company norms and the feedback given by the public.
CONCLUSION
As per the above report it has been concluded that all hospitality organizations are
focused on providing high quality and satisfactory services to their potential buyers in order to
satisfying their needs and wants. The basic purpose of hospitality firm is to provide high quality

goods and services to their potential buyers in order to gaining profit and revenue. Hospitality
sector involves gamut of various other small sectors in it like small as well as big hotel
industries, pubs, restaurants and business organizations. It is the most essential component which
contributes a huge amount in developing economic condition of any country. It is required for
each business organisation to follow the rules and legislation which are created by government
and its bodies. These laws are helpful in effectively carry out the all business activities in right
manner.

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