Hospitality Provision in Travel & Tourism

This report analyzes the relationship between hospitality and travel & tourism, using Marriott Hotel as an example. It discusses the implications of integration on the hospitality industry and outlines a development plan for a new restaurant project by Marriott, including operational requirements, human resource allocation, and marketing strategies.

Hospitality Provision in
Travel & Tourism Sector

Table of Contents
INTRODUCTION ..........................................................................................................................1
1.1 Discuss the interrelationships between hospitality and wider travel and tourism businesses
.....................................................................................................................................................1
TASK 2............................................................................................................................................3
2.2 How integration affects the hospitality business...................................................................4
TASK 3............................................................................................................................................6
3.1 Rational for a selected project...............................................................................................6
3.2 Development of plan including operational requirements of the organisational structure in
relation to human resource allocation.........................................................................................7
CONCLUSION ...............................................................................................................................8
REFERENCES ...............................................................................................................................9

INTRODUCTION
Hospitality and tourism sector is one of the most successful businesses in today's world,
there is a strong relationship between hospitality and tourism businesses. The present report is in
context to Marriott hotel, one of the leading hotel and hospitality organisation in the world. This
study will discuss the interrelationships between hospitality and wider travel businesses. It will
also include and identify impact of integration on hospitality businesses. Furthermore,
implementation of a new project is also described in this report along with a development plan.
1.1 Discuss the interrelationships between hospitality and wider travel and tourism businesses
Customers are considered as the most important part of hospitality and tourism sector as
both surrounded the customers. It has been determined that the most important industry i.e.
tourism industry is made by hospitality sector. Travel companies rely on tourist for their orders
and expand upon their satisfaction by that trip. Tourism firms are formed by joining arrival,
departure, boarding’s hotels, restaurant, transport and so on. Marriott hotel experts concentrate
on all features of hospitality very carefully and make sure that appropriate and accurate services
is provided to the guests (Sheehan, Grant and Garavan, 2018). Further, it has also been disclosed
that tourism can be sub divided into small business sectors which being categorised by
hospitality industry only. For example, a family goes for a tour and they travel through plane, the
service provided by airlines in known as hospitality. They go for entertainment activities; also
these services offered by the operator come under hospitality. Therefore, through these
statements it is clear that tourism industry is created from small sectors from hospitality industry
or it can be seen that hospitality sector acts as a provider to tourism sector. Hospitality can be
stated by any action of being hospitable such as Marriott Hotel & restaurants where the workers
assist the guests by offering the room segmented operations service, serving meal, directing them
etc. On the other hand tourism is termed as travel for business, leisure & recreational. But it is
understood and clear that tourism is incomplete without services of hospitality industry, so it can
conclude that hospitality industry acts as supplier for travel and tourism and it assists this to
expand as it can be determined that a people who travel for their enjoyment would desire
facilities like leisure, entertainment, food & beverage, accommodation etc. Furthermore, as they
travel away from their regular life to get some fresh environment, to alter their mind state, so
people look for the better services as disclosed prior and those are provided by hospitality sector
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only. Some companies gave begun their business with one aim that is to concur these two
industries together. For example, organizations like Marriott Hotel take into consideration of
everything starting from travelling to staying of guests to eating and to deciding what activities
to be performed. These are also known as packages where everything is pre-decided by the
organisation what people will do when they go for a tour.
Holiday and travel packages- Travel agency organizations give big amount of packages
for their customers in which various elements are contributed keeping in mind the status and
mindset of the guests. Customers usually prefers those tour packages whereby disbursement of
low amount they can investigate in more amount. Also, discounts and special offers are provided
by agencies to the customers who reserve their orders on regular basis. Therefore, the hospitality
industry is the provider of the services for tourism. The hospitality industry provides services
like betterment, transportation, food & beverage, refreshment and leisure time, in other words
tourism and hospitality go hand in hand. Tourism is the state by the traveller where they pursue
in travelling to destinations where they desire to experience recreational and relaxation activities
and almost of the time avails of accommodation, food & drinks (Sie, Phelan and Pegg, 2018).
The Marriott Hotel business is to provide the services for tourist. The significant of Marriott
Hotel is supplying a safer and gratifying surroundings for customers. It also means responsibly
serving hard drink, to make that guests do not become unduly drunk and afterwards a problem
for management, personnel and the community. Situations of working may depend on the type of
working and quantity of meal being getting prepared and the local rules that regulate food
service operations. Hence, hospitality and tourism are strongly interrelated and this connection
between them is because of profits made in the hotel and food service industries by travellers.
Services like accommodation, transportation, food and beverage, recreation and leisure,
are provided by Marriott Hotel. Tourism is the activity performed by the tourists where they
participate in travelling to reach the destinations where they desire to experience entertainment
and leisure activeness and most of the time utilise of settlement, food and beverage. Moreover,
hospitality industry confirm that the tourists who travel for the first time want comfortableness
and like to enjoy their stay. In this context this includes almost everything like offering safe
surroundings for all, serving of meal which is healthy as well as hygienic-al. Also, to taking
proper care of people who get drunk and can make nuisance for all others. Entire aim of service
industry is to create such an experience for the guests as much as possible whether they having
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drinks or food, or travelling or whatever service the person is using, they desire to be happy &
contented. It has been observed that if a person gets personal attention and feels prosperous &
satisfied with the service they receive, then there are chances are that they not only will come
again as a repeated customer but also they can assist in raising both travel & hospitality sectors
revenue by boosting their good work by word of mouth merchandising. Therefore, this states that
it is really very crucial for the service providers to provide employment and train individuals
well, so that they can manage customers very skilfully. Workers such as driver, guide,
receptionist, waiters should be disciplined and trained so well that they deal will all guests nicely
& mannerly. They required treating them evenly and give them respect. In addition, they must
take care of each and every thing whether small or big and taken care on time as customers
would intelligibly want to gather the benefits offered by their service providers, especially for the
superior prices paid.
TASK 2
2.1 Implications of Integration
Horizontal integration means companies which acquire similar company in same industry
only. On the other hand, vertical integration consists of firms acquiring company that operates
before or after acquiring firm in the process of production. The implications of integration are as
follows-
1. Risk Involved:
The risk and issues which are involved in integration are mainly related to keeping
secured the confidential or private database of the company. It also causes hindrances in the
working conditions of the company involved. In the process of integration that involves the
addition of the new feature, there are also chances of failure in effectively managing the system
integration with it.
2. Enhances the productivity of business:
In spite of the risk and failures involved, if the integration is managed successfully and
efficiently it can gradually lead to the growth of the business. As a result of the integration, the
sector benefits as it enhances the operational area of the Marriot hotel which also increase the
availability of resources and capital (Schaltegger and Wagner, 2017). The progress of the
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business is assured because of the accessibility to the different markets around the world which
leads to the long term growth of the business as well.
3. Suitability in Long Term:
The integration is estimated to be a downfall in operations of the business in the initial
stages. But once the company overcomes the shortfall disruption, it can reap the benefits in the
long term. The essential benefit is to retain the loyal customers of integrating businesses and the
growth of the integrated sections of the company over each other. One of the prime example of
the increase in the revenue of the businesses is the integration of casinos, retail industry and
restaurants. The roof top restaurants are the sources of generating more revenues as people are
ready to pay the night stay just to be accessible to the various other services of casinos and park.
4. Restricted Entry of the Competitors:
Integration becomes a hurdle to the entry of the competitors. It involves more cost for the
competitors to compete well with the integrated company. Also, it is highly difficult to win the
loyalty and trust of the customers who are more inclined towards the quality and status symbol of
the brands which in turn strengthens the brand image of the integrated companies.
5. Improving the quality and value of a service:
The service which is already present in the company can be enhanced with the help of
integration only (Goodyear, 2017). For example, the availability of the casinos automatically
improves the main service of the Marriott hotel which is magnificent accommodation.
There are a few considerations that should be undertaken in the process of integration, to avoid
the initial shortfall and disruption in its initial stages. These are:
Formation of Strategic Alliance:
In order to maintain the peaceful relationship in the beginning of the project, there should
be formulation of strategic alliance. The goals and strategies of the two or more businesses
should be agreed upon while operating as individual businesses in an independent manner.
Renegotiations regularly:
To avoid monotony and ambiguity, periodic renegotiation is an essential part of
integration. Renegotiations in terms of operating businesses and re-evaluating the terms of
running the businesses should be done effectively.
2.2 How integration affects the hospitality business
1. Tourist Attraction:
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The increase in the tourist attraction is because of the integration of different features in
the company (Zaitseva and et.al., 2016). For example, Marina Bay integrated resort has attracted
many tourists as a result of its integrated features in the running business. The luxurious stay at
this Marriott hotel attracts the people to visit Singapore more.
2. Increased Value to the Service:
The worth of the already existing businesses is increased due to integration. The
exclusive and luxury accommodation of a Marriott hotel is indirectly increased because of the
integration of casinos, restaurants and park.
3. Fulfilment of Customer Expectations:
Customers are keen to fulfil their expectations. Even though the integration of services in
particular luxury accommodation increases their expense but they are ready to pay a little extra
in which they enjoy their exclusive accommodation along with the integrated services like
casinos, etc. which leads to the fulfilment of their expectations.
4. Enhanced Customer Expenses:
There is an increase in the spending of the customer because of the several other services
which have been made available to them as a result of the integration of the businesses.
5. Improved Quality of Services:
There is a positive and negative impact on the provision of the quality of services to the
customers. After merger of the businesses, there lies no guarantee in the improvement of the
services offered. The human resources of both the organizations are highly responsible for the
quality of the services offered to the customers. Coordination and Mutual Corporation are
important to provide quality services to win the trust of the customers in the integrated
businesses.
The negative impact could be the lack of understanding of new strategies among the
human resources of the both the organizations which could lead to the dissatisfaction among the
customers and loss of the customers (Rahimi, Møller and Hvam, 2016). Lack of communication
and acceptance of culture and lifestyle are also some of the major factors that could hinder the
provision of quality services after integration.
6. Increase in market share-
The process of integration also increases the businesses of the companies involved which
leads to the increase in the value of their services and products offered. The Marriott hotel does
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not have any integrated business in the region hence, the integrated businesses account for the
competitiveness value.
7. Economies of scale-
The integrated businesses achieve the highest success rate if the workers involved in both
the organizations understand the evolving strategies and readily accept the changes in the culture
of the company’s very well (Ross, 2016). The major interference in the steady operations of the
businesses after merger is the level of communication between workers. The initial pitfall can be
easily eradicated in the beginning of the project through good level of communication among
them (Brody. 2016). This result can be seen after the years of smooth and steady operations
which drive more of tourists to the organization and strengthens the brand image and trust of
people in the integrated businesses.
TASK 3
3.1 Rational for a selected project
The rational can be made for a project development and implementation in Marriott hotel
can be described as following -
 Idea – The idea or plan of hotel is to develop their hotel by including restaurant of the
organisation. The restaurants will be established at various tourist destinations in UK due
to the high demand of the food products and services in the market. Although there is a
high competition in the food industry as market entry is easy and huge number of
organisations are already competing in the same industry. The cited organisation will
target on middle class families who cannot afford high prices charged by other
restaurants (Rather and Sharma, 2018). This business expansion will also include the
establishments in various geographic locations.
 Market research – Market research first business activity step before opening any
organisation and its outcomes are very critical in deciding the success of any company or
business. The market research in this case would include filling questionnaires related to
the research subject and conducting personal interviews with the people who are expected
to buy product.
 Target market – The target market as already discussed would be the middle-class
families who would not be able to afford to costly food items and package deals. The
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restaurant will target individuals of every age but mainly focus on attracting people who
seek for value for money and who are looking for more affordable food or deals related to
restaurants. In terms of geographical locations, the organisation will establish restaurants
at most popular tourist destinations in UK.
 Size of the business and market – As discussed earlier the target geographical locations
will be UK tourist destinations where huge number of middle class families visit and can
eat food offered by the restaurant. The size of organisation would be around enough for
the capacity of more than 20 families at a time. All the facilities such as AC, Lighting and
attractive infrastructure will help in increasing sales and profit (Charles, 2018).
 Investment – The organisation will invest from its capital and partially by taking loam
form the bank. The ratio will be 50:50 from own investment and taking loan from the
bank.
Products and services to be offered –
1. High quality, healthy and wide range of food items
2. Conveyance facilities provided to customers and guests.
3. Ac dining
Licensing – The things would be undertaken in proper legal way with all the licensing to be done
3.2 Development of plan including operational requirements of the organisational structure in
relation to human resource allocation
Executive summary – Marriott hotel has developed a plan to establish restaurants in UK to
provide good and attractive food services to the people. The development plan will include
various steps and phases of implementation of this plan to achieve success.
Services-
1. High quality, healthy and wide range of food items
2. Conveyance facilities provided to customers and guests.
3. Ac dining
Vision – “To be a leading restaurant chain in UK and expand its business in different countries”
Mission – To establish more at least 10 restaurants in UK at various tourist destination and
increase the overall profit by 10%.
Business structure
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Interior and ambience are the most essential elements of any restaurant or hotel
organisation. Therefore, special considerations must be given to the restaurant design and
interior, it can help ion attracting more and more customers. The ambience of a restaurant plays
an important role in sustaining and increasing customer loyalty (Ngandu and et.al., 2017). But as
the target customers are middle class families, therefore the organisation will focus on providing
luxurious and simple dining for the customers so that it can attract middle customers easily. The
individual should get a good feeling about the restaurant when they visit it.
The next most essential area is operation management, the first function is related to the
recruitment of staff. The waiters should be graduate and they must have knowledge about
restaurants and hotels. There will be receptionist for the restaurant who will handle and guide
customers. There will be 10 waiters who can handle at-least 10 families at a time effectively and
efficiently. One skilled manager is also important who can manage each and every activity in the
restaurant. Two security people who will ensure the safety of the customers and restaurant. There
will be two talented chefs with knowledge of cooking each and every kind of dishes such as
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Mexican, Italian, Chinese and Indian. Along with the chefs there will be 4 supporting cook who
will assist in preparation of food. Chefs and Manager must have a degree in hotel& management
to get hired by the management.
Swot analysis
The biggest strength of Marriott is that it is popular brand. Weakness of Marriott is that
an organisation still using traditional technology. Expansion of business is opportunity which can
be capture by Marriott, Increase in level of competition is major threat for Marriott.
Target market
The target customers are middle class families, therefore the organisation will focus on
providing luxurious and simple dining for the customers so that it can attract middle customers
easily. Increasing tourism market is also the major focus for Marriott to target on.
Marketing and sales strategy
In order to promote the products and services in the market, Marriott will use its existing
marketing strategy such as social media marketing, emailing, promotional campaigns etc. The
sales will be increased by offering discounts and deals to the customers.
Source of income
The major source of income for restaurant will be tourists and families who are seeking
to have a good meal at low prices.
Payment option
Restaurant will provide both card and cash payment options to their customers.
Budget
Expenses Amount
Construction cost $125000
License $5000
Operating cost $20000
Infrastructure development $50000
Initial capital $100000
Kitchen equipment $10000
Marketing expenses $30000
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Total $340000
Funding
Marriott is a successful and big organisation, it has a strong financial position but in order
to maintain the cash flow funds for restaurant will be obtained 50% from bank loan and 50%
from the company itself.
CONCLUSION
Based on the report it has been concluded that both tourism and hospitality sectors are
interrelated to each other in a broader context, further, travel and tourism are termed to be one of
the largest foreign exchange earner among other industries, provides employment opportunities
directly to numerous people worldwide. On the other hand hospitality is meant for providing safe
and enjoyable surroundings for customers. In part second the report demonstrated various
implications of integration to the hospitality industry which included; risk involvement,
enhancement in the productivity of the business, restricted entry of the rivals and so on. Further,
it added how integration affected the hospitality sector such as rise in tourist attraction is due to
the integration of different aspects in the organisation. Also, the integrated business achieve the
highest rate success if workers involved in both the company's developing strategies and readily
agree for the changes. Lastly it described a rationale for a selected project including decisions
linked to target market.
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REFERENCES
Books and Journals
Charles, J., 2018. The Restaurant Study.
Goodyear, M., 2017. Enterprise System Architectures: Building Client Server and Web Based
Systems. CRC press.
Ngandu, S., Motala, S., Booyens, I. and Sharrock, C., 2017. Strategic framework for Tourism
Human Resource and Skills Development in South Africa with implementation plan &
M&E plan.
Rahimi, F., Møller, C. and Hvam, L., 2016. Business process management and IT management:
The missing integration. International Journal of Information Management. 36(1). pp.142-
154.
Rather, R. and Sharma, J., 2018. Brand loyalty with hospitality brands: The role of customer
brand identification, brand satisfaction and brand commitment.
Ross, D. F., 2016. Introduction to e-supply chain management: engaging technology to build
market-winning business partnerships. CRC Press.
Schaltegger, S. and Wagner, M., 2017. Managing the business case for sustainability: The
integration of social, environmental and economic performance. Routledge.
Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: A macro and micro
analysis of current issues in hospitality and tourism. Worldwide Hospitality and Tourism
Themes, 10(1), pp.28-41.
Sie, L., Phelan, K.V. and Pegg, S., 2018. The interrelationships between self-determined
motivations, memorable experiences and overall satisfaction: A case of older Australian
educational tourists. Journal of Hospitality and Tourism Technology.
Zaitseva, N.A and et.al., 2016. The mechanism of business integration and the training system
for the tourism industry. International Electronic Journal of Mathematics
Education. 11(6).pp.1713-1722.
Online
Brody. 2016 How integration has affects hospitality business. [Online] Available Through:
<https://medium.com/@nickbrody/how-integration-has-affects-hospitality-business-
30559bd678a2>
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