Hospitality Provision in Travel & Tourism Sector: A Comprehensive Analysis

This study delves into the crucial role of hospitality management in the travel and tourism sector. It examines the interrelationships between hospitality and tourism businesses, analyzing the impact of hospitality on the industry's success. The study explores various integration strategies, including horizontal and vertical integration, and their effects on hospitality businesses. It also provides a detailed analysis of the implementation of integration in the hospitality sector, using Marriott International as a case study. Furthermore, the study outlines a comprehensive plan for establishing a new hospitality business, covering organizational structure, operations, and human resource allocation.

HOSPITALITY PROVISION IN TRAVEL & TOURISM SECTOR
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Table of Contents
TASK 1............................................................................................................................................3
LO1 Role of hospitality within the tourism and travel industry......................................................3
1.1 Discussion on interrelationships between hospitality and tourism businesses (M2, D1)..........3
TASK 2............................................................................................................................................6
LO2 Impacts of Hospitality in the tourism industry........................................................................7
2.1 Analysis of implementation of integration on the hospitality of tourism industry (M1, M2,
D1)...................................................................................................................................................7
2.2 Discussion over the integration that affects hospitality of the respective business (M1, M2,
D1)...................................................................................................................................................8
TASK 3..........................................................................................................................................10
LO3 Planning of tourism business (1200).....................................................................................10
3.1 Development of rationale for the concerned project and clearly justify the research over
market (M2, D1, D3).....................................................................................................................10
3.2 Development of an accurate plan for hospitality in the respective business, which will
involve the organizational structure, operation, and allocations of human resources and provide a
related chart (M1, M3 D1, D2, D3)...............................................................................................11
Conclusion.....................................................................................................................................12
References......................................................................................................................................14
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Introduction
This study will shed light on the integration of hospitality management in the travel and tourism
sector. The main factor in travel and tourism sector is hospitality which attracts the visitors and
the tourists. According to the human psychology hospitality industries such as hotels in the
tourist spots can attract more visitors on the basis of the service quality. Depending on the human
psychology this study will highlight the impact of hospitality management in travel and tourism
sector. An analysis will be done on the integration of hospitality management and tourism
business. A discussion will be done on the effect of hospitality management over tourism
business. In this study, the integration of excellent hospitality service in the business of Marriott
International will be discussed. A discussion will be done on types of integration such as vertical
integration and horizontal integration. Evaluation will be done on how hospitality management
can enhance the quality of service of tourism businesses. Development of rationale on a concern
project will be done in this article. Evaluation will be done on the business plan which will
include organizational structure, operation and human resource management.
TASK 1
LO1 Role of hospitality within the tourism and travel industry
1.1 Discussion on interrelationships between hospitality and tourism businesses (M2, D1)
Hospitality has become the main factor in order to make a strong customer base. According to
the human psychology and the behavioral theory, a human gives the most preference where he/
she can avail better service in lower cost (forestry.gov.uk, 2018). Tourist and travel industry
leaves a great effect on the economy of any country such as in 2015 it generated 10% of the total
GDP in the UK (visitbritain.org, 2018). The biggest influence in the travel and tourism sector are
Hotels, Motels, Lodges, Self-catering apartments, Cruise ships, Restaurants, Cafes, Shopping
complexes, Theaters, Motorway Service station, Rail catering and In-flight catering.
Hotels: The need for the hotels and the motels are the most in between the visitors from different
places as for food and lodging mainly. Visitors will only choose those places where they can find
a place for relation and where the quality of the service will be better. Depending on the quality
of service hotels are categorized such as two stars, three stars, four stars up to seven stars. The
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service charges depending on the stars of that hotel increases. As suggested by Backer and
Ritchie (2017, p. 409), most of the demand among the customers is for four or five-star hotels as
the service charge is not that high but the service quality remains quite attractive. In one to three
stars the quality of the service is not up to the mark that's why unless there is any economical
concern visitors mostly prefer the four and five-star hotels and tries to stay in the hotel most of
the time to utilize the charming environment of that place. The hospitality management of these
four and five-star hotels acts as the deciding factor towards the visitors. These hotels give
importance to pampering the customers and give facilities of 24-hour service, car parking
service, 24 hours room service, gym, spa, pool, laundry, Wi-Fi access and personal care
products.
Motels and Guesthouses: Motels are the small compact hotels which are specially designed for
the motorway travelers. There is a trend in some countries such as UK and USA people go for
long drives with their vehicles. In the long trips where people continue journey more than one
day requires places to spend nights, take food and rest. Generally, in these countries, there are a
lot of small motorways where the visitors can have food and take rest also. Even guest houses
also do the same job in order to serve those people. As mentioned by Brochado et al. (2015, p.
1849), these motels are specialized in the food section as people mostly look for foods and
beverages also. These hotels do not provide excellent ambience like the star category hotels but it
provides the basic needs of the visitors but they maintain clean and comfortable service and
maintain a good hospitality as the visitors can feel comfortable.
Restaurants: Restaurants are mainly based on the food service. The hospitality management in
the restaurants includes the service quality of food, presentation of the service, the environment
of the place and the behavior of the staffs. As mentioned by Brotherton (2015, p. 212). A
business of the restaurants depends on the tourists and the local visitors also. That's why
restaurants give more importance towards the presentation in order to retain the customer base
and then expand the business in a certain area.
Cafes: In the travel and tourism sector these days cafes has made gained an important place.
Cafes provide the food service especially beverages such as snacks, cakes, coffee, tea, drink and
fast foods. McDonalds, Coffee Cafe Day, KFC, Starbucks are the big names in this sector. The
business of this sector is dependent on the local area customers. As suggested by Chan et al.
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(2017, p. 5030), in order to retain the customer base this big names in this sector gives
importance to its appearance and the service quality which works as key points.
Shopping complex and theatres: The recent trend among the people for shopping is to go to the
shopping complex. Key of attraction towards the shopping complex is the availability of all
products at the same place. The hospitality management also added extra value in the factor of
the attraction of common people towards the shopping malls. As suggested by Fong et al. (2016,
p. 255), most of the shopping complexes maintain helping service which enables the customers
to find the product they need even the representatives guides the consumers to make a proper
choice for the needs. Some shopping complexes also include food system which also works as
the key of attraction where the visitors can spend quality time besides doing marketing.
Cruise ships, Rail and flight service: In the travel and tourism sector transport system leaves a
great effect on the whole industry. Good transport system always promotes and supports the
travel and tourism sector. The main factor in the travel industry is hospitality. The management
of cruise ship service, rail service and flight service gives importance towards the food quality
and excellent customer service facility. Cruise ships always give importance towards the great
ambience which creates a comfortable environment for the consumers. As suggested by
Gomezelj (2016, p. 558), flight service also gives importance to the care service towards
passengers as the air hostess in a flight takes care of the hospitality as the passengers feel
comfortable. The catering service in this transport system also maintains the hospitality in that
sector.
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TASK 2
Executive summary
This report has highlighted different integration process such as horizontal and vertical
integration. Analysis has been done on the implementation of integration of hospitality and
tourism industry. It has made a discussion on the service quality and process of some industry
leaders in the hospitality sector. This study has also highlighted Integration of hospitality in the
business has of Marriott International.
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LO2 Impacts of Hospitality in the tourism industry
2.1 Analysis of implementation of integration on the hospitality of tourism industry (M1,
M2, D1)
The integration process generally follows two ways such as horizontal integration and the other
one is vertical integration. Horizontal integration includes expansion in a number of production
of goods. This integration process can be done through internal expansion or merging with a new
section. As mentioned by Muangasame and McKercher (2015, p. 501), vertical integration
depends on the expansion of the business in different sectors such as a production unit is
expanding in the transport system which can increase the reliability of the service. In the tourism
sector, the integration process depends on different parts of this industry. The main industry in
the tourism sector is hotel industry. As suggested by Nieves and Segarra-Ciprés (2015, p, 52),
the service by a hotel can be more excellent by implementing more service. In the hotel
industries both the horizontal and vertical integration process works. In aiming to give 24-hour
customer service, room service hotels give importance to recruit employees in large number with
proper skill. As suggested by Hon and Lui (2016, p. 880), the attraction of the hotels can be
increased by vertical integration. In order to improve the hospitality rated more than four-star
includes bars, pools, gym, food service which enriches a with different facilities. Marriott
International, Heineken and Whitbread, Intercontinental Hotels Group, and Greene King,
Marston's Plc are the leaders in the hospitality industry which gives numbers of the facility as
given above. Not only the hotel industries but also travel sector also included vertical integration
in order to enhance the customer service. As suggested by Kim et al. (2015, p. 470), especially
cruise ships and the flights have integrated catering services in order to meet the need of the
customers and enhance the service towards the passengers. The great example of vertical
integration is an inclusion of food service in the shopping complexes. Most of the shopping
complex has the food junctions where the buyers can spend quality time which gives benefit to
the business of the shopping complexes also. As suggested by Moutinho and Vargas-Sanchez
(2018, p. 91), in a restaurant the management team gives importance towards the food only.
Integration of lodging and quality service such as a vertical integration can give growth in the
business of the organisation. SAs suggested by Pirani and Arafat (2014, p. 330), motels with
integrated excellent food service promotes a great hospitality service which can help the visitors
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by providing a place to take rest and have food also. The multi complex is using food service in
order to enhance the service and meet the need of the consumers.
2.2 Discussion over the integration that affects hospitality of the respective business (M1,
M2, D1)
In the business of hospitality, it can be seen that integration has been categorized into two
sections. These are known as vertical integration and horizontal integration. It has also been
found that there are impacts of implementation of integration on the entire business of
hospitality. From the words of Yoo and Gretzel (2017, p. 341), it can be said the relative impacts
of integration may be either negative or positive. These impacts have been identified as follows:
Better Accessibility
Integration of the respective hospitality business has been found to make sure the accessibility
over the satisfaction as well as the conveniences of the customers in a better way. This
accessibility can be done in a vast range with respect to the services provided by the business
operations.
Scale in Economies
In accordance with the implementation of integration in the hospitality industries have become
able to cut off the costing for the operations of Marriott International. With respect to the
comments of Xiang et al. (2015, p. 247), it has been known that\cutting costs for a hospitality
business is significantly crucial for developing a higher level of scale in the market economy.
This helps the hospitality business to acquire sustainability in the competitive market. According
to the words of Walker and Walker (2016, p. 41), it can be said that by introducing integration if
tourism business can be taken over any hotel or resort, investment at the initial stage may be
higher and the profit margin will be of extremely higher as compared to the overall investment,
Quality
With the help of introducing integration in the respective industries, it has been seen that the
quality of the services has been reached at higher level. However, according to Vanhove (2017,
p. 55), it can be seen that the integration has no direct effect on the quality of the services, but
integration leads the industries to generate higher level of investment. This eventually has helped
Marriott International to include better elements as well as resources in the operations of the
business.
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Standardizations of the Business
It has been found that standardization of a business is comparatively a complicated and large
process in the entire operations of the respective business. With respect to the implementation of
integration in the operations of Marriott International, it has made sure the standardization of the
respective business. As per the comments provided by Ukpabi and Karjaluoto (2017, p. 635), it
has been known that after increasing the areas of operations and the scale in the market
economies, all the organizations have intended to adopt or develop a procedure of standard
operation. This has been done by Marriott International only with the help of integration in the
concerned operation systems (marriott.com, 2018). As per the words of Susskind et al. (2018, p.
133), it can be seen that the organizations have become able to increase the volume of the
respective business and also maintain consistency in the operations with the help of integration.
In accordance with adopting the standardization, Marriott International has become able to
achieve a huge customer base.
Conflicts
It can be said that implementation of integration by the large-scale industries may lead the small
scale industries to be kicked out from the market. This leads to create the circumstances for
facing challenges for the large-scale industries such as Marriott International. In accordance with
the words of Stephenson (2014, p. 165), it has been found that due to this type of conflicts, the
ethical customers of the small scale industries have to face various challenges. Therefore,
conflicts in the business have been found as both negative as well as a positive impact of
introducing integration in the industries.
Unemployment
There can be found in an organization a struggle among the resources for surviving in the
organization. The resources of Marriott International have been identified with the tendency to
resist in the implementation of integration. As per the statements of Smith and Font (2015, p.
167), it can be said that this situation may lead to loss of resources for the business, which
reflects the scenario of unemployment.
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TASK 3
LO3 Planning of tourism business
3.1 Development of rationale for the concerned project and clearly justify the research over
market (M2, D1, D3)
In a wide range, it has been seen that industries of hospitality are growing rapidly in the market.
According to enter into the market of hospitality for the businesses, such as pubs, resorts,
restaurants, hotels, \clubs, and other has been found with the offer of opportunity to start a new
area of operation. These Opportunities can be executed by implementing the following steps:
Concept
To develop a concept for the respective project the line manager initially may have identified the
basic required elements for completing the project in a successful manner. In the context of
development of the concept of the project, it has the requirement of outlining the vision for the
respective project. According to Sharpley and Telfer (2015, p. 78), it can be said that concept of
the project plan includes deciding the location, design for project, identifying the target market
and the base of customer, costs for executing the project, and also the requirement of resources.
Market research
For identifying the new areas of business it is important to organize a research work over the
market. This will help the line manager to identify the capital needs to be invested for starting up
of the respective business. As per the comments made by Šeric et al. (2015, p. 978), it has been
known that market research for execution of the project the line manager may have followed a
specific questionnaire. This may include the opportunities as well as the threats to the business,
development of the plan, market needs of the customers; determine the size of the market, and
many more.
Target Market
This represents the typical concepts of the services of the hospitality business has been expected
by the customers. According to the statements provided by Robinson et al. (2016, p. 52), it can
be said that a hospitality business can gain huge customer base by attracting with offers. The
major segments for a hospitality business, such as hotels as well as resorts have been identified
as to involve the specific services at the time of holidays.
Location
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In order to execute the project of starting up of the business, it is majorly significant to select the
location for providing the services of hospitality business. As per the statements of Reino et al.
(2016, p. 13), it can be said that choosing proper location determines the future profitability as
well as the sustainability of the respective business. As hospitality business in general needs a
large space for executing its operations.
Size
It has been found that determining the size and expansion of the business is in the prior list of the
requirements for executing the projects. From the words of Prebežac et al. (2016, p. 34), it has
been known that determination of the business size depends on the capital invested in the
business. According to the size of the business, it may be easy for the line manager to forecast
the profitability as well as performance of the business.
Resources
The line manager may need to allocate resources for execution of the developed plans for the
business. It has been known from the words of Pirani and Arafat (2016, p. 135) that resources are
the most important elements for execution of the project. This is because resources are the key
people to deliver high-quality services to the customers.
Licenses
Licensing of a business has been known as crucial for executing the project of setting up of the
respective business. As per the statements of Ponnapureddy et al. (2017, p. 981), it has been
found that to undertake all the plans into real actions it needs to follow the legal aspects for the
line manager. A license for the respective business helps to develop all rights to execute its plans.
3.2 Development of an accurate plan for hospitality in the respective business, which will
involve the organizational structure, operation, and allocations of human resources and
provide a related chart (M1, M3 D1, D2, D3)
According to the organization structure of a hospitality business, it has been known that the
general manager has to play over the key responsibilities for monitoring the entire operations of
the business. Basically the general managers of respective business act as a communication
medium for both the service provider and the service users. According to the words of Pirani and
Arafat (2014, p. 331), it can be said that in hospitality business the other key people at the
hierarchy level are encountered as beverage and food manager, marketing manager, manager of
housekeeping department, finance manager, individuals of the front office level. However, from
11

the words of Sharpley and Telfer (2015, p. 57), it can be said that every people in the hospitality
business are considered to be the key people as there have to maintain the entire operations.
To control the operating system of hospitality business has been found to have both opportunities
as well as challenges. In the context of monitoring the overall operation system, there needs to
develop a transparent as well as active communication system among the people, who are
allocated to providing the services to the customers. It has been that there may appear conflicts
with the customers due to poor services or lack of communication between the service providers
and the service users. This may lead to bring the profitability towards negative direction and
appear the circumstances of loss.
For providing quality services to the customers there may have need to allocate the
comparatively best resources in the respective business. Specific training and programs for
development of skill sets of the resources may have to be provided, with respect to generating
better performance of the individual. This literally leads the business to reach the level of
customer satisfaction.
The entire operations department may have to build an effective and professional communication
system among the customers and the service providers. As per the words of Ukpabi et al. (2017,
p. 635), it can be said that structure of a hospitality business organization, it has been known that
the general manager has to play over the key responsibilities for monitoring the entire operations
of the business.
Conclusion
This study has shed light on the hospitality management and its impact on the travel and tourism
sector. The roles of hospitality management have been evaluated within the tour and travel
industry. This article has made a brief discussion on the relationship between the hospitality and
tourism business. It has highlighted the impact of hospitality management in different sectors
such as hotels, motels, flight service, rail service, cruise ship service, restaurants, multiplex and
shopping complex. Analysis has been done on the integration of hospitality in the tourism
industry. Types of integration have been included such as horizontal integration and vertical
integration. A discussion has been done on the service quality and hospitality management of
Marriott International, Heineken and Whitbread, Intercontinental Hotels Group, and Greene
King, Marston's Plc. Integration of hospitality in the business has been evaluated for Marriott
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International. Planning of tourism business has been done in this study. The rationale has been
developed for a travel and tourism business. A business plan has been developed which included
organizational structure, operation and allocations of human resources and provide a related
chart
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