Hospitality Industry and Current Skill Shortages

HOSPITALITY

Table of Contents
.........................................................................................................................................................1
INTRODUCTION...........................................................................................................................3
P5. Skills required for roles within the hospitality industry and current skill shortages............3
M3. Review of the skills gap within the hospitality industry in relation to operational roles....5
P6. Assessment of the external environment factors that affect the development of
organisations operating within the hospitality industry..............................................................6
M4. Evaluation of the impacts of external factors on the development of organisations
operating within the hospitality industry.....................................................................................8
P7. SWOT analysis for a hospitality business and review of how this can inform the decision-
making process............................................................................................................................9
P8. Implications of current and potential trends in the hospitality industry.............................11
M5. Evaluation of the ability of Britannia Hotels to develop products and services to meet
current trends.............................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Hospitality is the term used to determine the relationship between a host and a guest. The
host is required to receive the guest with goodwill, which includes their warm reception, their
entertainment as well as their comfort. Hospitality industry is a category within the service
industry which involves lodging, transportation, event planning, cruise line, travelling and so
forth (Cook, Hsu and Marqua, 2014). The report below is based on Britannia Hotels which is one
of the largest hotel chains operating in United Kingdom. The firm was founded in 1976 and has
more than 50 subsidiaries in the country itself. The report includes a thorough examination of
various roles within the hospitality industry and the current skill shortages and the external
environmental factors affecting the development of organisations operating within the hospitality
industry. It also includes analysis of internal environment and how it can inform the decision-
making process. The report also undertakes appraisal of the implications of current and potential
trends in the hospitality industry is performed.
P5. Skills required for roles within the hospitality industry and current skill shortages
Hospitality Industry is one of the most complex and dynamic industry which requires
employees to perform at their best every day to satisfy customers within their organisation. The
managers and employees of the hotels are required to possess certain skills which could help the
firm satisfy each guest and enhance their profitability in the market.
The employment roles along with their current skills shortages are mentioned below: Hotel Manager: A hotel manager is a person within a hospitality organisation who
undertakes management of activities in a hotel. In hospitality industry, hotel managers
play a prominent role and is required to effectively handle guests and needs. The skills
required by hotel managers are mentioned below:
▪ Effective Communication Skills: Hotel manager of hospitality industry must
possess effective communication skills as they are required to interact with almost
every guest walking through the hotel doors (Law, Buhalis and Cobanoglu, 2014).
Moreover, it is not necessary that these guests belong to the same nationality as
the manager. So it is of vital importance, that the manager effectively
communicate with these guests so that their needs are completely satisfied.
▪ Leadership Skills: The hotel manager is required to manage tasks given to
employees. There are times when these employees get demotivated due to various

reasons such as repetitive tasks, insufficient pay scale, pressure, etc. Hotel
managers must ensure that under any circumstances, the employees stay
motivated to perform at their level best.
Hotel Managers of hospitality industry in the country possess effective communication
skills, but lack in implementing leadership skills at the workplace, which reduces the
productivity of employees. Chef: In hospitality industry, a chef refers to a professional cook who is required to be
proficient in every aspect of food preparation. Hotels are required to serve multi-cuisine
food items to serve guests from all over the world (Bowie and et. al., 2016). The skills
needed for chef in the organisation are as follows:
▪ Decision-making: Chefs must have outstanding decision-making skills and must
take effective spontaneous decisions at times of extreme pressure.
▪ Time Management: It is required that the chefs of the hotels in hospitality
industry have effective time management skills to motivate the team and get items
prepared and serve on time.
Chefs in the industry possess effective time management skills. However, they are
ineffective in decision-making which results in delayed delivery of food items to the customers. Event Manager: The event managers in in the hospitality industry is referred to a person
who manages all the different events that happen in a hotel. It is essential that these
managers be effective. This is because to enhance customers relationships, it is prominent
that events performed by the hotels exceed their expectations. The skills required by
event managers are as follows:
▪ Organisation Skills: The events must be performed in a systematic order in hotels
and resorts to ensure the comfort, satisfaction and entertainment of guests. Event
managers are required to possess effective organisation skills to organise each
activity and their procedure effectively, eradicating any possibility for a flaw
(Cavallar, 2017).
▪ Creativity: People tend to get bore of similar themes and designs of events. Event
managers must be creative enough to ensure that something new is offered to the
guest every time they participate in an event (Wang, Tsai and Tsai 2014).