Hospitality Provision in Travel & Tourism Sector: Interrelationships, Integration, and Project Planning

This report explores the intricate relationship between hospitality and the broader travel and tourism industry. It delves into the interrelationships between these sectors, analyzing the implications of integration for the hospitality industry. The report further examines the impact of integration on a specific hospitality business, providing a rationale for a selected project and outlining its operational requirements. The analysis highlights the importance of customer service, communication, and cultural considerations in the hospitality sector.

Unit 12 Hospitality Provision in Travel &
Tourism Sector
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Contents
Introduction....................................................................................................................................3
Task 1..............................................................................................................................................4
1.1: Discuss the interrelationships between hospitality and wider travel and tourism
businesses.....................................................................................................................................4
Task 2..............................................................................................................................................7
2.1: Analyze the implications of integration to the hospitality industry.....................................7
2.2: How integration has affected a hospitality business..........................................................10
Task 3............................................................................................................................................12
3.1: Develop a rationale for a selected project clearly justifying decisions linked to target
market........................................................................................................................................12
3.2 Develop a plan for a hospitality business which includes the operational requirements....16
Conclusion.....................................................................................................................................18
References.....................................................................................................................................19
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Introduction
The relationship between hospitality and tourism is with the development of the society,
human’s activities promote the development of many new industries. Tourism and hospitality
industry is understand how each sector linked and need to know what tourism is the
economic, environmental, social and cultural impact. And need to know its relationship with
other industry, the roles and responsibilities of individual staff. There are two particular
levels of integration inside the Hospitality division, which are; The Horizontal coordination
and vertical integration. Level incorporation is the rise of a few unique angles or firms into
one fundamental administration. These aspects are discussed in this report. Other than that,
there is also planning which is considered for the proper analysis of hospitality industry.
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Task 1
1.1: Discuss the interrelationships between hospitality and wider travel and tourism
businesses.
Interrelationship between hospitality and travel and tourism
Date: 30 April, 2018
Introduction
The hospitality, hotel and tourism are generally interrelated. With these three industries
intertwined they can help businesses gain more money. The businesses that the hospitality
and tourism industries help are hotels, resorts, spas and retail merchandise that draw in
customers.
Relations between hospitality and travel and tourism
Marketing for a destination should be undertaken by the marketer. The marketer needs to
highlight the main destinations of the particular city, including the holiday spots, parks,
entertainments places and other places. “Marketing entails not only advertising and public
relations, but also brand development and awareness, demographic research and industry
relations.” For example Nashville, Tennessee can market for both tourism and hospitality.
Nashville, TN could specifically market for both tourism and hospitality by serving the needs
of the tourists they are trying to attract. According to Sarah Knowlden-Thomas “marketing
needs to have monetary advantages for the individuals who live in the territory while drawing
in guests, new natives and organizations (British Hospitality association, 2014).
There are various travel and tourism operators that provide tourism products and services in
worldwide with context to the hospitality industry in order to accomplish the organizational
gaols and objectives through offering the arrangements and services the different shoppers
with setting out the goals. This help in providing the support to the buyers within the travel
companies that help in providing the advance hospitality benefits within the organization in
order to communicate with other organizations. For example the end gaols of the message or
conversation of the topic is related with the providing knowledge about the new launch about
the vacations gaols that utilizes the variety of cordiality outlets with context to the lodging,
club or restaurants. This normally can be done through the growing the travellers gaols and
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objectives where the individual can spent the vacations every year. This situation is related to
specific gaols where lodging and clubhouse focus on certain points that provide certain areas
for improvement.
The monetary hypothesis of free market activity is more basic to the neighbourliness business
now on the grounds that the free market activity of the Hospitality business is extremely basic
now due to the interest for lodging and hospitality. Supply and demand is critical to the
hospitality industry also because there are more people wanting to travel not only in the
United States but also to other countries. Supply and Demand for the Hospitality demand on
the following four things: Weather, Political conditions, Economic conditions, Globalization.
Without these four things the hospitality industry’s revenue can go down and less people
would want to travel. The hospitality industry wants to continue to maximize the number of
customers they have. The supply and demand of Hospitality industry is very critical now due
to the high demand for hotel and hospitality. By having all the right factors weighing in on
the customer, they hospitality industry will make more money.
Figure: Hospitality career scope, eligibility and job prospects (source: SCDS, 2015)
The financial effect of the neighbour organization depends upon the national economy. The
organization is the biggest private decision that is utilized by nearly 12.5 million of people for
low maintained and full time premises. However the accommodation industry is having the
high potential industry on the planet. The accommodation industry is the group of several
industries that is having the high potential on the planet. The accommodation industry is the
part of the hospitality industry which is explained as the group of the industries which is run
with the help of the workforce that contribute in meeting with the organizational gaols and
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objectives (British Hospitality association, 2014).
Conclusion
The hospitality, hotel and tourism industries intertwined because they each promote hotels,
resorts, spas and retail merchandise that draw in customers. The hospitality and tourism
industry encourage guests and clients to use their purchasing power. They both help other
businesses have a better income by showing the customers where to shop, stay and eat. The
relationship of hospitality to hotel and tourism can be seen in the roles that destinations and
hospitality facilities play in motivating people to travel.
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Task 2
2.1: Analyze the implications of integration to the hospitality industry.
Integration is the bringing together of people from different backgrounds. In an integrated
hospitality industry, cultural integration involves variations in ethnicity, gender, age, colour,
sexual orientations, physical capabilities, education levels, personalities, socio-economic
status as well as knowledge and skills (Sigala, 2017).
In any case, Vertical coordination is the inverse as it alludes to a store network with in excess
of one administration that create a few distinct items or services that are consolidated. The
way this is incorporated into the Hospitality business is by various associations inside in the
movement and tourism industry detailing in a few distinct organizations being put under one
administration (Springboard, 2013). On the off chance that you center around vertical
combination this would mean littler organizations, for example, an aircraft organization
converging with a visit administrator, so as to extend the business and inside friendliness
make new associations with various customers.
The integration in a hotel industry comes with a broad range of benefits with huge benefits.
The interaction between different cultural traits among the hotel staff and visiting guests
creates a good chance for developing an effective and efficient company that offers excellent
quality services. The significance of maximizing integration policies in an organization
includes:
 Access to a larger pool of talents - One of the most valuable importance of having an
integrated workforce in the organization is the availability of a pool of talents and
skills.
 Availability of varied points of view- Various people working on the same projects
can gather their different information and solve a problem efficiently. Varied points
are important for the company in understanding new markets both locally and
internationally.
 Improved organizational productivity- When a corporation taps the various skills
available within its workforce, chances are it will be able to obtain specialized
competencies and unique capabilities within the employees that provide creative
solutions for problems and improve the enterprises’ productivity.
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Outcomes and objectives are the two important factors that every organization aims at
achieving. When a company sets issues and goals, they earn themselves a sense of purpose
and direction. The value of these two factors is that it provides a framework around which
different people can follow to achieve the set goals. Human rights legislation is available in
every company to protect employees from discrimination. This legislative plan aims at
ensuring equal treatment of every employee regardless of their cultural identities or better yet
their historical oppression related to recruitment, promotions or in conflicts resolution. An
enterprise has to work towards the creation of a healthy working environment through their
goals.
Managing employees’ tension is a day to day occurrence at work that can significantly affect
their performance by training their working relationships. There are several steps that leaders
can take to enhance smooth working and personal relationships between employees.
Communicating workplace policies ensures that employees have enough information about
the company and the direction it is heading (International Luxury Travel Market, 2011).
Dissemination of integration policy and management to the employees in the following ways:
 Conducting mandatory staff meetings every month to update staff on any current
issues.
 Sending emails on new integration policies to every worker and enacting a system
that ensures they all read the emails.
 Conducting employee training to keep them updated on the policies
 Revising staff handbooks annually and including staff contributions in the booklet.
Hospitality industry is risky and requires caution. Any hospitality business planning for
expansion out of its own country must put several factors into considerations. First, the socio-
political stability of the desired new location is significant. Hospitality industry is susceptible
to socio-political instability and the business must take caution before venturing into such
areas. Other concerns include cost of doing business and human resource. For emerging
markets, the cost of human resource is cheap but poor infrastructure makes the cost of doing
business expensive (International Luxury Travel Market, 2011).
The business should also take caution about infrastructure, cultural compatibility, and
competition. To manage these concerns and their implications, the business must choose a
location that provides a suitable business environment. This is due to the fact that, the risky
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and cautious nature of the hospitality industry does not give any room for errors; otherwise
the business will incur losses and fail to put a mark in the new territory.
The world is changing and the ways of business transactions are following suit. Technology
is making everything instant ad easy. Hospitality operation managers must therefore stop
basing their decisions on past experiences and begin anticipating future developments in their
decisions. By doing this, managers will be proactive and know what customers need before
the customers themselves request or before the new product or service reach the market.
Strategically, this will boost the profile of the business. Additionally, managers will be
successful in developing better ways of dealing with employees like giving them time out
after heavy schedules or reducing their workweeks by reducing their hourly schedules
(International Luxury Travel Market, 2011).
The different components of the tourism industry are interrelated to each other and viable for
the two different regions in order to make coordination between the two tourism businesses.
For example the carrier company can make coordination with the supplier which enables for
the companies to work with the different field of the organization in order to draw with the
potential of the new clients of the organization. Addition with that the advance image of the
organization can be accomplished with the different organizations.
The consequences of the organization within the hospitality industry are harder to control or
deal. Additionally the organization can link with other organization to control the other parts
in the vertical mix. This can create the various issues for the entire organization so it need to
adopt the various strategies to control all together through without disclosing the entire
documents of the brand and additionally for the entire organization.
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2.2: How integration has affected a hospitality business
With the addition of the business combination there are various factors that affect the general
business. This may be calculated in negative as well as positive aspect. The positive impact
of the organization can be calculated in terms of developing or creating the friendly
environment.
Figure: Staff of Catering and Hospitality (source: Positive people, 2015)
Economies of scale: Integration of business in friendliness achieves economies of scale. In
order to achieve the economics of scale there is reduction in the expenses of works and
directly it increases the general benefits of the organization that help in expanding the
business and having the great impact on the overall business environment. The volume of the
business can be expanded through the base of target customers.
Better Access: The integration of business additionally guarantees a superior access to
an extensive variety of services at a solitary purpose of contact for the accommodation and
fulfilment of the clients (Kasiri, et. al., 2017).
Institutionalization: Integration of business likewise guarantees institutionalization.
The associations frequently embrace standard working methods after an expansion in the
scale and territory of activities increment with joining. These methodologies ensure that a
similar ordeal of administration is given to the clients each time they visit any of the
organization outlets anyplace. This aides in offering better quality services to the clients,
keeps up the essential pith of the brand and furthermore guarantees finish fulfilment of the
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clients. Integration is related with some negative effects on business too. The same has been
talked about beneath:
Joblessness: Due to increase in the competition there are various consequences that
arise in between the organization and employees. It became harder to survive in the
organization due to the battle of the organization with maintaining the quality and the amount
of the product and services which is offered by the branded organization. Additionally this
also promotes expanded rivalry in the competition organization. Due to exist of the
organization it can expand the opportunities of the lack of job situation or unemployment.
Clashes: There are chances that the goals of the associations going into incorporation
don't coordinate which prompts clashes and deferral in choice making. These sorts of
contention leaves a profound effect on the general involvement of the client while his
relationship with the neighbourliness association.
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Task 3
3.1: Develop a rationale for a selected project clearly justifying decisions linked to target
market.
Plan
The fundamental plan of the venture is to begin a Holiday Resort in London. This choice has
been picked in light of the fact that London has a substantial number of going by travellers on
account of numerous spots of vacationer enthusiasm with magnificent grand marvels in
London.
Research
The importance of customer service is tremendous, especially in hospitality businesses. The
hospitality business is a vast, growing industry. Entertainment is a big part of the reason this
field continues to expand. Hotels, casinos, restaurants, and theme parks are businesses within
the hospitality business. Disposable income and availability of free time has ample to do
with this industry. Research is a big component in this area of work. Statistics are always
being looked at to improve a company. It is a competitive field where everyone is looking
for an edge. This edge could be better customer service then a competitor. Good customer
service is the backbone to any company. Overall, the hospitality industry deals with the
wants of people. Hospitality means the kindness in welcoming guests or strangers. The
most important thing in any business is to understand your customers. You must find out the
likes and dislikes of the consumer. The customer controls the success of a hospitality
business.
Communication
First, the employees of a hospitality business must recognize a problem before they occur.
This is essential because this could cause sales to suffer or customers to leave. Next, the
hospitality company can use many different types of test to make sure their service is perfect.
The business could use questionnaires and random-check-ups to evaluate itself. It is
necessary for a company to have enough resources. If people don’t have to wait, the chance
of getting the customer increases. Then, as a company, prioritize the tasks that must be
completed to insure a happy consumer. This list consists of adding new or additional
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resources. Also, it will insure you stay up with the competition. The recruiting and training
of personnel should rely on interviews. Communication between personnel and customer
must be good. The language of the employee needs to be clear. Personnel must be able to
answer any question the customer has to ask to make it a smooth experience. Employees
tone should be expressed with sincere appreciation. This makes a customer have a good
experience and possibly a repeat customer in the future.
Southwest Airlines is an example of a hospitality business thriving from great communication
between employee and customer. Mission statement by Southwest Airlines is “Dedication to
the highest quality of Customer Service delivered with a sense of warmth, friendliness,
individual pride, and Company Spirit” (Chand, 2015). Southwest has maintained the best on-
time flight schedule reliability records in the U.S. airline industry. This shows the company
is always honest, keeping the customer and company on the same page. If delays or
cancellations occur, Southwest takes care of the passengers with over-night accommodations.
Passengers feel safe flying with Southwest Airlines because they have no worries of being
surprised with extra fees. They don’t even charge fees right now for checking bags. The
company seems perfect, but they do have people that complain. Though, they make it their
duty that every issue is handled properly. The personnel of the business are widely known to
be friendly and warm to all customers. They try to extend personal attention to everyone.
Southwest has gone from a small airline business to one of the largest airline businesses.
They can thank their amazing customer service. They have the reputation of “the airline that
loves the customer”.
Duration
The duration of time a customer has to wait contributes greatly to their satisfaction. Wait
duration can result in people to become mad and bored. They will feel as if they are getting
neglected. Research has shown as waiting time increases, satisfaction decreases. Waiting can
make the customer feel helpless. An example is a customer cannot leave the line because of
the fear of losing their spot. A study was taken on 186 respondents with an average age of
20.3. The experiment took place in a University dining hall. It reported 2.4 minutes wait
with a range from 0 to 10 minutes. All participants were asked to fill out a survey. The study
showed wait duration and satisfaction of a customer have a positive correlation. Hospitality
businesses must cut down wait time to ultimately improve the company.
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Culture
The job of employee’s in the hospitality company is to keep emotions positive. Overall,
customer service is not only about being on time, but also the experience a consumer had
working with the company. The research being done by companies on customer service
show more demands on cognitive psychology and social psychology. Emotions control the
things we remember and the decisions we make. Emotional events are the easiest to
remember. Also, a customer must have trust in the company. It is essential in any
relationship and brings comfort to the customer. The customer needs to seem like she has
control over the experience. They want to have behavioural control and cognitive control.
An example of behavioural control is displayed when someone is able to personalize a cable
subscription and determine the time of delivery for instalment (Bak and Jordan, 2017).
Cognitive control is created in a customer by giving them all the information available about
the process or outcome. The customer will feel in total control if these psychological needs
are met. Psychology is becoming greatly researched in the study of customer service, instead
of old ways of paying attention to organizational culture and human resource management.
The textbook and scholarly articles are two different ways literacy is used in the hospitality
discipline. The information provided by both of these sources is very helpful for anyone
looking into the literacy of the hospitality business. The textbook incorporates research. The
data has been accumulated over many years. The chapters of the books build on each other to
start off simple and become more complicated gradually. The language is easy to understand
making it possible for anyone to learn its information. The scholarly articles are about a
more specific topic. They author of these articles are experts in the field and input their own
opinions. Often scholarly articles in the hospitality field display experiments to prove their
point (Institute of Hospitality, 2011). The language is technical making it hard to understand
unless a person is familiar with the field.
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Conclusion
The hospitality business is an industry that will always be here. Research will keep being
completed to insure that companies improve in all areas. Customer service is an issue that
will always be around. The company with the best customer service will most likely be the
most successful company. Great customer service is the starting block for a hospitality
business to eventually make a profit. The customer is always right.
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3.2 Develop a plan for a hospitality business which includes the operational
requirements.
The fundamental plan of the venture is to begin a Holiday Resort in London. This choice has
been picked in light of the fact that London has a substantial number of going by travellers on
account of numerous spots of vacationer enthusiasm with magnificent grand marvels in
London. The resort will be located at 416 Congress Avenue in Downtown Austin. The
location is within walking distance of all of the major hotels and eateries in Downtown
Austin and the spot will be an idea getaway for tourists. With only a small amount of acreage
in Downtown Austin, the resort will have to be a sky rise resort overlooking the busy Austin
nightlife.
The restaurant will be a full functional Hard Rock Café featuring a bar and lounge area.
Access will be from inside the hotel as well as street access from Congress in order to
accommodate non-hotel guests and tourists (Font, 2017). The café will feature “265-seats,
outdoor dining, and a living museum of music history on the walls, “like most of the Hard
Rock Café restaurants. The menu and flavours will parallel the other Hard Rock locations but
also feature unique Austin flare.
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Operational requirements
 The fundamental part of the General Manager is to arrange with all office heads to
guarantee that guarantee that the resort is conforming to the hierarchical destinations.
 The Front Office incorporates the gathering, security and ringer administrations. The
administrations offered incorporate respecting the visitors, conveying their baggage to the
separate rooms
 The Food and Beverage Manager guarantees that quality and assortment nourishment
and beverages are served the visitors and they are totally happy with the administrations
(Font, 2017).
 The house keeping departments is the main activity of the hospitality industries such
as hotels and restaurants as it focus on the cleaning of the rooms through cleaning the rooms
while the arrival of the customers, room and clothing benefits.
 The maintenance and designing departments take care of the cleaning of the resorts
and restaurants. This is related with the plumbing, furniture, electrical fittings and plumbing.
 The accounting departments make charges in keeping the book recording and dealing
with the importance of the money at the restaurants. The obligation of the obtaining the needs
of the restaurants such as the division (Wright, 2015).
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Conclusion
The interrelationships amongst Hospitality and travel and tourism associations are
particularly that the tourism business pulls in the buyers to various goals around the globe, by
methods for advancement and showcasing. Though, the Hospitality part of this is they give
the recreation and solace to the buyers, inside inns, eateries and transport. The Tourism
viewpoint is the request and the Hospitality is the need, it is the relationship component
which joins Tourism and Hospitality, as Hospitality enables the purchasers to have a
fulfilment and it digs into making devotion between the association and customer which
generally would not exist. Employees in a hospitality company must be able to communicate
with customers with ease. They must be proper and polite at all times. A strict plan can keep
the service quality excellent.
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References
 Bak, O. and Jordan, C., 2017. Linking industry and higher education: assessing the
skills requirements. Logistics and Transport Focus, pp.55-56.
 British Hospitality association, 2014. Shaping the future of Hospitality and Tourism”
[Available at>http://www.bha.org.uk/wordpress/wp-content/uploads/2015/02/BHA-
Annual-report-2013-2014.pdf] Accessed: 30 April, 2018.
 Chand, S., 2015. 8 types of organizational structures: their advantage and
disadvantages. [Online] [Available
at>http://www.yourarticlelibrary.com/organization/8-types-of-organisational-
structures-their-advantages-and-disadvantages/22143/] Accessed: 30 April, 2018.
 Font, X., 2017. Sustainability in the hospitality industry: Principles of sustainable
operations, W. Legrand, P. Sloan, J. Chen. Routledge, Abingdon (2017), 524pp.,
(Pbk.),£ 39.99, ISBN: 978-1-138-91536-7.
 Gallo, M. 2011. Making sure your employees succeed. Harvard Business Review
[Available) at>https://hbr.org/2011/02/making-sure-your-employees-suc] Accessed:
Accessed: 30 April, 2018.
 Institute of Hospitality, 2011. Uniting professionals, promoting excellence, facilitating
learning for more than 70 years. [Available at>https://www.instituteofhospitality.org/
[Accessed: 30 April, 2018].
 International Luxury Travel Market, 2011. Staffing Manpower and Training in the
Luxury Travel Industry. Leaders forums, Cannes, France
 Kasiri, L.A., Cheng, K.T.G., Sambasivan, M. and Sidin, S.M., 2017. Integration of
standardization and customization: Impact on service quality, customer satisfaction,
and loyalty. Journal of Retailing and Consumer Services, 35, pp.91-97.
 SCDS, 2015. “Hospitality career scope, eligibility and jobs prospect” [Online]
[Available at>http://www.successcds.net/Career/Hospitality.html] Accessed: 30 April,
2018.
 Sigala, M., 2017. Collaborative commerce in tourism: implications for research and
industry. Current Issues in Tourism, 20(4), pp.346-355.
 Springboard, 2013. Springboard UK. [Online] [Available
at>http://www.hospitalityguild.co.uk/About-the-Guild/Partners/Springboard-UK]
Accessed: Accessed: 30 April, 2018.
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 Wright, K., 2015. Hotel management organizational structure [Online] [Available
at>http://xtras.cf/h/hotel-management-organizational-structure-1.html], accessed: 30
April, 2018.
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