Tourism and Hospitality Management: Annotated Bibliography

This assignment provides an annotated bibliography on various topics related to tourism and hospitality management. It includes a list of sources from academic articles and journals, books, and conference proceedings, covering themes such as the impact of social media on tourism, sustainable practices in the hospitality industry, and medical tourism. The sources are selected for their relevance to tourism and hospitality management research and provide insights into current issues and trends in the field.

HOSPITALITY
PROVISION IN TRAVEL
AND TOURISM SECTOR

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Interrelationships between hospitality and wider travel and tourism businesses..................1
TASK 2............................................................................................................................................3
2.1 Implications of integration to the hospitality industry..........................................................3
2.2 Integration has affected a hospitality business .....................................................................5
TASK 3............................................................................................................................................1
3.1 Rationale for selected project................................................................................................1
3.2 Development of plan for hospitality business.......................................................................2
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................1

INTRODUCTION
Hospitality provisions defines different rules and legislation with the regard of giving the
best services to clients (Hospitality Provisions, 2018). It has also supported in know the roles and
duties to the organisation for their customers so that level of expectations can be meet in
effective and more efficient way. The following report has mainly linked to hospitality
provisions and for this, PKF hotelexperts has taken into the consideration. It is an internationally
established market leader in the area of hospitality, leisure and tourism consulting. The main core
value of the business is offering quality services for the tourism and leisure industry. Main
purpose of this report is to identifying the role of the hospitality industry, impact of integration
and gain knowledge to plan hospitality businesses (Abubakar and Ilkan, 2016). This study is
divided into different task which includes role of the hospitality industry within travel and
tourism sector. Impact of integration within the hospitality industry is also important part of this
assignment. Lastly, development plan of hospitality businesses is also cover in this report which
assist the tour operator in identification of cost, location, time for their business.
TASK 1
1.1 Interrelationships between hospitality and wider travel and tourism businesses
To: Manager of Crown Hotel-experts
From: Junior Consultant
Date: 18th July
Subject: Interrelationships between hospitality & travel and tourism sector
Travel and tourism industry of United Kingdom has provided diversified range of
effective services to the customers. The related businesses entity of travel and tourism sector
has arranged the various types of services including food, accommodation, adventure events,
airlines and so on. In the actual scenario, large number of person like to spend their leisure time
by travelling different locations with the purpose of releasing tension and enjoying the holidays.
For this, they are forward-looking for some tourism broker which may offer them tour package
at affordable prices. In United Kingdom, there are various number of travel and tourism
company that are providing best facilities to the visitors from accommodation to healthy food
etc. The travellers are more attracting and pulling towards the facilities of tourism firms and this
industry growing on continuous basis.
Hospitality industry is extremely relating to travel and tourism sector of United
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Kingdom. Therefore, the scope and scale of development of hotel businesses is very high.
Different number of tourism organisations are making written agreement with the various
hospitality firms for accommodation to food and many other supportive facilities. In UK, this
type of company is growing speedily and offering the advantages to both tourism and
hospitality organisations. During this type of commitment between both sectors, it must be see
that visitors will acquire the quality facilities and measure of their money. Thus, it is a good
chances for tourism industry to meet entire expectation level of clients and gain their trust or
loyalty for long duration. The supportive services of travel and tourism enterprise and its
interrelation with hospitality industry displays that there are big scope of hospitality sector
growth within tourism sector.
Role of hospitality industry:
Hospitality sector has played an important and significant role in business operation of
tourism firm. It has offered various kind of facilities and services to travellers at reasonable
price. At the period of buying tour package, the clients have seen entire different services
provided by hotels including clubs, accommodation, bars, parks for children, entertainment
areas, healthy food and so on. Different number of tourism companies have covered these
things in tour packages and few are charging extra prices for it. For this, hospitality sector or
provision such as beverages and food during the visiting is identify as a main aspect of travel
experience. Therefore, it has impacted on tourism operation in either favourable or
unfavourable way.
Relationship between hospitality industry and tourism sector:
There is strong and better relationship between tourism and hospitality organisations. It
has more popular that hospitality sector is a significant part of travel and tourism companies
because it offers the personal contact to services and promote the travellers to spend more
money at travelling. Thus, both are interrelated and seeking the help for growth and
development. Therefore, it prove as hospitality is only foremost part to develop success in
tourism organisations. Tourism business has bidding with various types of villas, restaurants,
hotels etc. which are providing best quality in their services including transportation, beverages,
food, staying, conduct the few activities for relaxation and many other. Currently, large number
of travellers are searching for those hotels that providing good accommodation services and
other essential facilities. Such type of thing has taken by tourism sector very earnestly and all
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time considered needs and requirements of the clients at prime priorities. Consequently, tourism
and hospitality both are encourage each other by implemented better coordination. Along with
this, both business are also providing their contribution in growing economy of UK as well as
formulated the possibility of employment for unemployed people or community. There are
different points that also define the relationship which are determined as under:
Package Holidays: Hotel having participation in tour package which is supported on price that
are state paid in respect of package. For example: If customer is picking budget package of tour
then they can not require a five star accommodation. Manager of hospitality industry bidding
with tour operators who checks the visitors staying in hotel on continuous basis and to see that
they feel comfortable.
Business travel: In UK, there are various number of hotels that are offering different services to
business travellers such as Wi-Fi facility, business centres, internet, conference and meeting
halls etc. to work comfortably. With high accessibility of budget travelling business is
becoming more inexpensive for providing better services to the visitors.
Aviation: Success and development of the airline industry is highly relay on availability of
accommodation. It is because in way of full residency in hotels in specific seasons there is
possibility of failure in this organisation. It is make as it quit essential for airline business in
order to control the situation about acquirable of accommodation, available days and timing of
flight. Budget airline charges additional amount for offering beverages and food whereas there
are different top class airlines that relate beverages and food as flight inclusions. Likewise there
are various flights that offered luxurious seats, bar facilities and silver dining for its customers
to enjoy their journey.
TASK 2
2.1 Implications of integration to the hospitality industry
In early years, companies were emphasising on gaining advantages from lower costs of
operation. For this, businesses were playing important role to producing their quality facilities in
-house which were reducing the out source situations (Bharwani and Butt, 2012). In order to
formulate this strategy, organisations were compound their business operations with other
business and save the wealth. Now, such method is supporting organisation to maximise their
reputation internationally as well as increase market share within predetermined time duration.
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The same method has followed on both tourism and hospitality enterprise. There are certain
benefits and advantages of integration which are explained with the help of an effective example:
Starwood hotels & Resorts has to bidding with Marriott hotel for beverages, food,
accommodation and many other services. This agreement has given the importances to both
organisations. With the assist of this, hotel is now maximising the sales of products and services.
It is also beneficial for tourism sector in attracting different number of visitors by providing
various tour packages (Brotherton, 2012). Along with this, both business are capable to maintain
their presence at global level and accomplish better results. It has increased profitability level
and market share of both organisation. Thus, the integration in tourism and hospitality companies
has beneficial and essential in ways of success and growth chances.
Vertical integration: It is refer as an effective method where an enterprise may comes
under statements with another firm for any motive. The purpose behind this is maximise
profitability are reduced operating costs. Such type of integration may be backwards, lateral and
forward. Marriott hotel is following backward vertical integration and the output of this is to
running and operating certain groups such as Marriott acquired delta hotels and resorts and many
other (Dei Mensah and Mensah, 2013). On the other hand, business has also followed vertical
integration method in which they has integrated their business operations with other hotels to
decrease the cost of hospitality industry. The effect of such type of activity on tourism and
hospitality sector has capable to made maximum control or power ended the value chain. With
the support of this integration, business has seized competitive benefits and got the chances of
deliver new services to customers.
Horizontal integration: It is another essential and significant for businesses to increase
profitability ratio by maximised customer base, attained economic of scales and many other.
Marriott hotel is also adopting horizontal integration in which they merged with delta hotels &
resorts with the motive of save costs and acquire more profitability ratio (Evans, Stonehouse and
Campbell, 2012). The effect of horizontal integration on hospitality industry are accomplished
economics of scale by offering similar kind of facilities in maximum volume. It is also important
for the business in maximisation of market power and reduction of international trading cost. It
also has provide negative impact in different ways such as decreased productivity, lack of
control, less authentication to take accurate decision and so on.
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Some core examples of Integration consider Marriott International Hotel acquired
Starwood Hotel and Resorts with a motive of increasing its market share across the globe. In
year 2015, Accor's Hotel of France integrated with Toronto-based parent business of luxury
Fairmont for $2.7 billion. Another example: Delta Hotels and Resorts was also merged by
Marriott for $135 million. All these are show as main examples of merger and acquisition under
Integration.
2.2 Integration has affected a hospitality business
Horizontal and vertical integration has to made more effect on business strategies or
policies of Marriott international. The impact of horizontal integration method on organisation
are maximise work efficiency, meet economic of scale and take benefits of global trade
(Guttentag, 2015). The effect of such type of integration on business can be know by an instance.
By mergers with Starwood hotels & Resorts, the cost of business operations have reduced. It
has leads to maximise profitability and operation cost in this is became low. Thus, it has
supported Marriott international to maximise sales of services and save money. On the other
hand, the bidding with different other businesses have decreased many other expenses and to
domain untouched markets in easy manner. Sharing of optimum resources between Marriott
international and many other firms has reduced the wastage of their resources. Negative effect of
horizontal integration method for organisation is reduce the advantages from present profit
volume and allot it into the partners of company. Beside this, in future, hotel can face diminution
in entire worth of brand in marketplace.
Vertical integration has also impacted the business operation of Marriott international
hotel. This integration has both positive and negative impact on company and its activities
(Kropinova, Zaitseva and Moroz, 2015). In case of positive effect, business develop their new
services of accommodation and increase investments. With the assistance of this, it can be
essential and easy for client to make the distinguish between services of Marriott international
hotel and its challengers. By this, an organisation is capable to maximise their market share and
profitability ratio.
Another effect of this integration for hotel is extremely certainty for quality of tourism
service. Marriott international hotel has made more control or power over service quality which
has provided by its partnership (Law and et. al., 2015). For instance, while working with
Starwood hotels & Resorts, Marriott international hotel can make control overall operations and
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activities. Vertical integration has negative effect in which business is not able to balance
capacity. Thus, it is not easy to make accurate balance during low or high situation of demand. It
has developed the dependency on many other business to meet their objectives and goals within
predetermined time period. Therefore, it has leads top reduced flexibility and effectiveness of
business operation.
There are different actions that have been taken by Marriott international hotel in regards
of reducing the consequences of horizontal and vertical integration. First consequence of hotel in
this way is standardization of entire facilities for entire partners of business in each and every
countries. It has enable an organisation to faced different challenges or issue while operating and
ruining their business in all over the globe (Leung and et. al., 2013). Another response in way of
maintained capacities, flexibility and capabilities, hotel has opened their own villas, club and
many other. It has decreased dependency on another organisation to accomplish the objectives
and targets of business. For same, in order to retain better reputation within market and take
benefits of competition, Marriott international has sized another effective actions. Some are
determined as under:
Control and manipulation of market: In United Kingdom, various number of tour
operators like Trail finder, Thomas cook etc. did not like to buy hotels in other international
nations so as to maximise its presence internationally (Medlik, 2012). With the support of this,
hotel can provide more economically and reasonable priced tour package to their customers. It
help the business to achieve competitive advantages and compete their rivals effectively.
Branding: It is identify as an effective tool which help an organisation to attract large
number of clients and gain trust or loyalty of them (Mohamad, Omar and Haron, 2012). Thus,
by this kind of response, hotel has responded or reacted towards consequences of horizontal and
vertical integration on operations and activities of company.
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TASK 3
3.1 Rationale for selected project
Hospitality industry is the fastest growing sector and has a wide scope. For an
entrepreneur, starting business in this sector seems to be very profitable (Mok, Sparks and
Kadampully, 2013). By entering into hospitality sector, the owner of business gets advantage of
exploring various other options to establish a new company or venture such as restaurant, pubs,
hotels, clubs etc. For hospitality industry, development of rationale can be understand with the
assistance of a particular example which is discussed below:
As a Junior Consultant of PKF hotel experts, as a role of manager is to create a rationale
for a 3 star hotel “The Royal House”. Rational development involves various phases which are
defined below:
Phase 1: Development
1. Concept:
General Idea: The idea here is to start a medium scale hotel aiming to administer
comfortable and royal stay to its guests. In United Kingdom, the hotel would be located at any
popular location where more number of tourist come and want to stay. Because of rich culture
and excellent scenic beauties, millions of people comes to visit the country every year (Nunkoo,
Gursoy and Ramkissoon, 2013). Opening up a new hotel is become very advantageous to an
Entrepreneur. Taking an advantage of this, the owner of hotel “The Royal House” has decide to
establish a business which is a 3 star hotel that will cater distinct needs and requirements of
visitors and local residents as well who are living in London and lives hectic lifestyle as well as
wants to plan long vacations with family just to entertain and rejuvenate themselves.
Objectives: The prime objective of Hotel Royal House is to provide unforgettable
experience to guests by offering them high quality services.
Vision: “To be the well known hospitality firm in world by creating value for team
members , owners as well as guests.”
2. Market Research
Significance: With the assistance of market research, the prevailing trends of market can
be determined by management of The Royal House. This helps them in ascertaining taste and
preferences of potential and existing customers as well as also facilitates them in estimating

service expectations of customers so that they enable to offer goods and services accordingly
(Rodríguez-Antón and et. al., 2012).
Stages: Market Research includes 6 sequential phases, i.e., problem definition,
development of strategy to particular issue, develop research design, collection of data and report
presentation.
Area of research: Here, the study area is to identify customer's expectations form Hotel
The Royal House so that appropriate strategies and plans can be formulated.
Research tools and methods: Since the Hotel is completely new so, the data and
information will be collected with the help of secondary sources like censuses, internet, media
sources etc.
3. Target Market:
The target market for The Royal House involves middle class people who visits United
Kingdom very frequently (Scott and Orlikowski, 2012). Therefore, all those tourists or visitors
are taken into account who want to get reasonable packages. Basically, their main target are
travellers, college groups, newly wedded couples, firms for meetings and conferences.
3.2 Development of plan for hospitality business
Stage 1: Development
Location: The location shall be the heart of city, near London eye. It is beneficial for the
owner to set up hotel in that location as London Eye is a very popular destination among tourist.
Due to its easy accessibility and central location, guests can easily reach to the hotel.
Scale: The hotel is medium sized in which total 30 rooms are available that are air
conditioned with attached bath room (Small, Darcy and Packer, 2012). The hotel also gives some
modern facilities to guests like sofa, bed, LED TV, mini fridge, double bed etc. Along with this,
some other rooms also there in the hotel that have an extra option of balcony view. It also offers
tourist guide facilities, high quality food and conveyance to guests.
Funding: As hotel Royal House is new, most of the funds are raise by external sources
like creditors, bank etc. Some amount is get from bank whereas the remaining is from ones own
pocket. Its ratio would be 80:20 which means, 80% of money is arranged via external sources
and the remaining is 20% is invested by owner (Sparks, Perkins and Buckley, 2013).
Products and services: Various services will be offer by Hotel Royal House which
involves decent room facilities with LED, Wi-Fi etc. They also provide room and laundry

services for 24 hours. Some events are also organised gaming zone and magical shows for
children, gym, spa, swimming pool and live music for adults.
Licensing: For setting up and operate a new hotel business, various licenses and
registrations are needed like trade license, food business license, building permit, business
registration, fire safety permit etc. Prior to open up new venture, the owner of Hotel Royal House
requires to take into consideration all such needs (Stephenson, 2014).
Stage 2: Design
Ambience: The hotel's management team mainly emphasize on providing highly
decorated looks and luxury ambience for gaining attention of customer and divert their
accommodation related decision. In conference hall, reception and dinning area, they can put
coloured lights. Since the target audience of The Royal House is middle class individuals, it is
necessary that the ambience should be classic yet simple and luxurious that provides royal
feeling to guests.
Culture: It is the crucial identification of restaurants and pubs. In order to develop rich
and healthy culture, it is required by management and other representatives of hotel to put a lot
of efforts towards it.
Brand: In order to maintain good brand image in market and among customers, it is
required by management of Hotel Royal House to provide high quality services to guests.
Interior and exterior: The intrinsic and extrinsic design of hotel plays crucial role in
gaining attention of visitors and turn them into customers (Theobald, 2012). It requires well
furnished interior that provides royal experience to guest even if the hotel is 3 star rated. In lobby
area, they can add glasses and lights and can put chandeliers to make it more attractive.
Functional areas: Different functional areas of hotel includes food and beverages,
housekeeping, human resource, finance, front office, sales and marketing and operations
department.
Customer flows: It assist in analysing the number of clients passing and coming into such
hotel. It is a role of business manager to identify accurate flow of customers in the organisation.
Link to target market: Population of middle class person is higher and they are also
regular visitors that enables the administration of “The Royal House”. Target customer of the
company is middle class person that is better for the business to maximise their sales and profit
by providing services to the people at reasonable price.

Customers with individual needs: Requirements and wants of visitors are vary from one
and each another. Therefore, hotel is needed to provide better and quality services as per
customer's demand and need.
Sustainability: In order to sustaining long term position and reputation in marketplace,
The Royal House can provide different facilities like attractive discount to its first 10 clients,
complementary services such as pick and drop service from airport, guide services and many
other. In addition, hotel can provide coupons to their clients which they can save on their next
travelling.
Stage 3: Operation
Staffing by functional areas: It is identify as one of the important function for all
enterprise and its manager. With the help of this they can select knowledgeable candidates as per
requirements of functional areas (Zeng and Gerritsen, 2014). For hotel, staffing is require to
identify job profile or visibility that will be executed by chosen candidates. Beside this,
workshop and accurate training program will be organised in order to enhance capabilities and
skills of candidates. The hotel will faculty individual on different position including waiters,
cleaners, chefs receptionist, managers and so on.
Specialist qualifications: To give high and better quality in services to the customers, the
Royal house will recruit people with expert qualification so that good service quality will be
provided to clients. In position of housekeeping staff, needed diploma in housekeeping. In
management position, MBA is required for the candidates.
Staffing issues related to seasonality: Seasonal variations are identify as a challenging
reality for different organisations. In peak season, hotel face short-staffed situation because in
this steward wants quit or leave. It develop burden or load of existing workers which impact on
business operations and activities in a direct manner.
Cultural diversity and different ways to deal with conflict: In this hotel will give healthy
and friendly work environment in order to handle diversity develops at workplace (Bharwani and
Butt, 2012). In this each and every workers should be treated on equal basis irrespective of
understanding that their culture is vary and different from each other. Beside with this, inviting
workers in process of decision making, makes them feel happy and motivated. Therefore, it
decrease the chances of misunderstanding and conflict and help in achievement of better outputs.

Recruitment policies and procedures: It means selecting and recruiting skilled and
knowledgeable people who can provide their best towards accomplishment of business goal and
objective. In Royal House, task is distribute as per the knowledge, skill and competency of
employees. Before choosing any people all rules and regulation must be communicate to them in
clear manner.
Compliance with legislation: Each laws and regulations are formulated by the
government of United Kingdom. It is apply by hotel in order to run their operations and activities
in successful and effective manner (Abubakar and Ilkan, 2016).
Promotional activities: There are different activities of promotion such as social
networking sites, advertisement, print media and many other. All these are essential and
important for the Royal House to introduce their product and service at marketplace and to the
customers.
Pricing strategies: It is one of the main and foremost part for the each and every
organisation to increase customer base. The Royal House is used economy pricing strategy in
which they sell their services at reasonable price to the middle class people.
CONCLUSION
From the above study, it has been concluded that scale and scope of hospitality sector has
more impact on travel and tourism industry. The various types of hospitality operations has
supported in order to meet different objectives and goals of tourism organisation. There is
effective and strong relationship between tourism and hospitality sector and has offered
advantages to each other. Vertical and horizontal integration of hotel has offered some
disadvantages and advantages. In order to solve the consequence or issue of both integration,
organisation has been take various phase which has essential for enterprise in future.

REFERENCES
Books and Journals:
Abubakar, A. M. and Ilkan, M., 2016. Impact of online WOM on destination trust and intention
to travel: A medical tourism perspective. Journal of Destination Marketing &
Management. 5(3). pp.192-201.
Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality industry: an HR
perspective. Worldwide Hospitality and Tourism Themes. 4(2). pp.150-162.
Brotherton, B. ed., 2012. International Hospitality Industry. Routledge.
Dei Mensah, R. and Mensah, I., 2013. Management of tourism and hospitality services. Xlibris
Corporation.
Evans, N., Stonehouse, G. and Campbell, D., 2012. Strategic management for travel and
tourism. Taylor & Francis.
Guttentag, D., 2015. Airbnb: disruptive innovation and the rise of an informal tourism
accommodation sector. Current issues in Tourism. 18(12). pp.1192-1217.
Kropinova, E. G., Zaitseva, N. A. and Moroz, M., 2015. Approaches to the assessment of the
contribution of tourism into the regional surplus product: case of the Kaliningrad region.
Mediterranean Journal of Social Sciences. 6(3 S5). p.275.
Law, R. and et. al., 2015. Distribution channel in hospitality and tourism: Revisiting
disintermediation from the perspectives of hotels and travel agencies. International
Journal of Contemporary Hospitality Management. 27(3). pp.431-452.
Leung, D. and et. al., 2013. Social media in tourism and hospitality: A literature review. Journal
of travel & tourism marketing. 30(1-2). pp.3-22.
Medlik, S., 2012. Dictionary of travel, tourism and hospitality. Routledge.
Mohamad, W. N., Omar, A. and Haron, M. S., 2012. The moderating effect of medical travel
facilitators in medical tourism. Procedia-Social and Behavioral Sciences. 65. pp.358-
363.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
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management: Social network analysis and research themes. Journal of Hospitality
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Rodríguez-Antón, J. M. and et. al., 2012. Use of different sustainability management systems in
the hospitality industry. The case of Spanish hotels. Journal of Cleaner Production.
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Sparks, B. A., Perkins, H. E. and Buckley, R., 2013. Online travel reviews as persuasive
communication: The effects of content type, source, and certification logos on consumer
behavior. Tourism Management. 39. pp.1-9.

Stephenson, M. L., 2014. Deciphering ‘Islamic hospitality’: Developments, challenges and
opportunities. Tourism Management. 40. pp.155-164.
Theobald, W. F. ed., 2012. Global tourism. Routledge.
Zeng, B. and Gerritsen, R., 2014. What do we know about social media in tourism? A review.
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Online
Hospitality Provisions. 2018. [Online]. Available Through: <http://www.nshm.com/career-in-
travel-tourism-management/>.
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