Hospitality Industry - Assignment

CAREER
VIEWPOINT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
ANALYSIS AND APPLICATION.................................................................................................1
EVALUATION................................................................................................................................3
CONCLUSION ........................................................................................................................5
REFERENCES................................................................................................................................6
APPENDICES.................................................................................................................................6

INTRODUCTION
Hospitality industry is a huge industry having several services which includes foods and
beverages, lodging, event management, transportation, and all the other fields involved in
tourism industry(Kandampully, Zhang and Bilgihan, 2015). In today's era hospitality industry
play a vital role in developing a career in this. Present study consist general trends that impact
hospitality industry and it also have the skills, knowledge and experience required to enter into
hospitality industry. Lastly, it includes evaluation for the career to be developed in hospitality
industry.
ANALYSIS AND APPLICATION
Hospitality is a broad category of fields within the services which includes several
services like foods and drink service, lodging, event planning, transportation, cruise line, theme
parks and additional fields within the tourism industry(Kim,Vogt and Knutson, 2015). It is a
industry which is based on availability of leisure time and disposable income. A hospitality unit
like restaurant or hotel consist of multiple groups like direct operations and facility maintenance
that includes servers, bartenders, housekeeper, kitchen workers, management, human resources,
marketing, etc. It is huge industry which is being attracted by the youngsters as well as elder
people(Radojevic, Stanisic and Stanic, 2015).
Hospitality is being distributed in several forms like accommodation, restaurants and bars
and travel and tourism. Accommodation includes hotels, motels, resorts, resorts and service
apartments. Restaurant and bar includes cafes, night clubs, bar, tea shops, coffee house, wine
shops, pubs and public houses. Travel and tourism consist of Travel agents, tour operators,
casinos, leisure centres(Peters and Kallmuenzer, 2018).
General trends that impact on hospitality industry
Hospitality industry is a place where a small change can effect the operations of a
hospitality industry. In an era, where changes and innovations are taking place on a regular basis,
it is being directly effected to hospitality industry(Chiang and Saw, 2018). General trends that
can directly impact hospitality industry includes globalisation, catering to millennials, influx of
the international visitors, technological explosion, Increased importance to health and well
beingness, need for smooth technology, sustainability rules, real time damage control,
destination promotion and unique perks.
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 Globalisation : It play a vital role in hospitality industry in several extents because more
and more people are involved in travelling around the world, which becomes necessary
fore the hospitality industry to adopt the culture to keep the customer satisfaction to its
best which will allow the companies to grow and expand by fulfilling customers
satisfaction(Sipe and Testa, 2018).
 Technological Explosion : The majority of people are being self sufficient and tech savvy
travellers who are well comfortable in using mobile applications and websites, in this
case hotels, travel agents and event planners should make sure that their offerings are up
to date and user friendly(Franzoni and Pelizzari, 2019).
 Increased emphasis on health : Consumers are becoming more health conscious by taking
charge of their health. In such a case hotels are offering well developed fitness centres,
pools and spas. In addition, they are offering healthy food options with yoga spaces to
exercise in-room equipment and by using vitamin infused shower water(Sota, Chaudhry
and Srivastava, 2019).
 Destination Promotion : Social media is playing a vital role in self promotion and
marketing of the involved destination in hospitality industry. Many companies are
featuring the guest images and their tweets on the company's website, while many are
also using this content in their advertising campaigns(Tuan, 2018).
Skills, knowledge and experience required in hospitality industry
Areas of knowledge required in hospitality industry includes several qualifications which
includes customer relation management, event management, food and beverages management,
etc. Customer relation management is the most necessary thing that is being considered(Bowen
and Morosan, 2018). A good management of customer satisfaction can lead to higher
profitability and a good experience of a customer is a valuable asset for the hospitality company.
Another knowledge which is being required in hospitality industry is event management. It refers
to managing a event from its management to all the operations, it is the best knowledge and
experience which is helpful is entering into hospitality industry. For entering into hospitality
industry there are several personal skills that are being required which includes high level of
customer service, multitasking ability, formal training, team working and good communication
skills(Bowen and Morosan, 2018). These skills are being discussed as follow:
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 Good communication skills: Hospitality industry require a lot of communication skills as
it is based on how you communicate with customers, staff and management. Ability to
effective communication is the only way to enter into hospitality industry as the way a
person communicate it is more effective for the operations schedules(Sota, Chaudhry
and Srivastava, 2019).
 Multitasking Ability: In this industry, a person should be able to handle several tasks at a
time, as in most cases there are hundreds of customers which are being approached at a
time juggling with different queries which are to be managed systematically and in a
well organised manner(Kandampully, Zhang and Bilgihan, 2015).
 Effective customer service: This industry is being involved of full of customer facing
environment(Tuan, 2018), where a person has to ensure that the customers are being
entertained constantly and have a good time, good customer needs refers to that all
customer needs are being met and putting there happiness and experience at forefront.
 Formal Training: This industry is full of legal and government rules for which a person
should be well trained with correct formal training and qualifications are being essential
when attempting to progress within this.
 Team working: For working in hospitality industry a person should be able to prosper
and productive in a group environment. A person must be able to take and get instruction
in order to satisfy a customer(Kim,Vogt and Knutson, 2015).
EVALUATION
From this research, I learned about the general trends which impact hospitality industry
by changes that being happening in this industry. I came to know how these trends will affect the
jobs which I am going to apply for. These trends includes technological explosion, it is a positive
aspect for me to enter into hospitality industry as I am well being prepared with all the major
technological factors which are being involved in hospitality industry.
I want to apply for the vacancy of customer relationship manager. This job role is interest
to me because I like to communicate with new people and I know how to entertain and make
quality memories of the customers. It related my potential choice of industry because it includes
involvement of effective communication skills which I am capable of, and I am also being
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effective in multi tasking which is also a positive intent to work in this industry. I preferred
hospitality industry because it have much more growth prospects than other industries, as
hospitality industry has experienced growth when the recession was ruling the world. People on
business trips or leisure are always seeking for accommodation, food and other aspects of
hospitality industry. To fulfil their needs. There were several reasons for which I would like to
choose this industry.
As it is the worlds biggest employer and creator of economic growth, because of flexible
working environment provided by this industry, it is more preferable which is a positive aspect.
The hospitality industry is vibrant which attracts me the most, I am passionate about the work in
this industry as it is people driven and have excellent interpersonal skills. This industry provides
a good compensation which attracted me the most, and it is having a easy entry for a graduate in
hospitality and hotel management that is easier to get a career in the challenging positions which
would not be open to people with little experience.
Customer relationship manager is a emerging job role in which I have to deal directly
with the customers and solving their issues and queries. I have to take care of customer
satisfaction and make sure that customers are being entertained and spending a good time with
the company. A customer relationship manager is being responsible for customer satisfaction, by
accomplishing queries and issues faced by the customers. He is also responsible for increasing
the customer engagement and maintaining the image of the company. I want to pursue with this
job profile because a customer relationship manager build and preserve profitability, trusting and
long lasting relationships with the customers. It is being involved in the processes from escorting
the guests to the destination to assigning the duties for arranging reservations, customer
relationship managers ensure a pleasant and satisfying stay of customers.
In an era where recession is being a major factor of failure of business, Hospitality
industry is not being much affected in that state and experiences growth in that area. So, the job
security in hospitality industry as far better than any other job profile. Compensations are also
being provided with the expansion and growth of responsibilities.
CONCLUSION
From this research, it can be concluded that hospitality industry is broad category with
many fields. In this research, general trends that impact on hotel industry are being discussed
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which includes globalisation, technological explosion, destination promotion and increased
emphasis on health. Skills, knowledge and experience required to enter into hospitality industry
is also being discussed, where skills include customer service, good communication skills,
formal training, team working and multitasking ability. Lastly, evaluation for identifying
appropriate job is being done, which helped in analysing the perfect job.
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REFERENCES
Books and Journals
Bowen, J. and Morosan, C., 2018. Beware hospitality industry: the robots are coming.
Worldwide Hospitality and Tourism Themes. 10(6). pp.726-733.
Chiang, C.I. and Saw, Y.L., 2018. Do good looks matter when applying for jobs in the
hospitality industry?. International Journal of Hospitality Management. 71. pp.33-40.
Franzoni, S. and Pelizzari, C., 2019. Hedging Risk with Derivatives in the Rain-Sensitive
Hospitality Industry. Journal of Hospitality & Tourism Research. 43(4). pp.544-572.
Kandampully, J., Zhang, T. and 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). pp.379-414.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research.
39(2). pp.170-197.
Peters, M. and Kallmuenzer, A., 2018. Entrepreneurial orientation in family firms: The case of
the hospitality industry. Current Issues in Tourism. 21(1). pp.21-40.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management. 51. pp.13-21.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service
and experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2). pp.178-195.
Sota, S., Chaudhry, H. and Srivastava, M.K., 2019. Customer relationship management research
in hospitality industry: a review and classification. Journal of Hospitality Marketing &
Management. pp.1-26.
Tuan, L.T., 2018. Driving employees to serve customers beyond their roles in the Vietnamese
hospitality industry: The roles of paternalistic leadership and discretionary HR practices.
Tourism Management. 69. pp.132-144.
APPENDIX
Company Red Carnation Hotels
Post Customer Relationship Manager
Location London
Report To Human Resource Manager
Qualifications Bachelors Degree
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Responsibilities Handling customer Queries
Maintaining customer relation
Managing data of consumers
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