Hospitality Industry Analysis and Employee Skills

This report provides an analysis of the hospitality industry, highlighting its diverse businesses, economic growth, and employees' large number of skills. It also discusses the importance of training, compensation, and motivation-related activities to improve productivity and performance levels. The report references various studies on human resource management in hotels, customer-oriented bureaucracy, knowledge transfer, and lean concept implementation.

HOTEL CHAIN
RECRUITMENT SKILLS

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in Poster...................................................................................................................1
TASK 2............................................................................................................................................1
1. Various operational and functional departments in hospitality sector...............................1
2. Different employment roles found in operational department in hospitality sector...........2
3. A review of the skills gaps and shortages in different roles...............................................3
4. An analysis of how skills gaps impacts on hospitality businesses and ways through which
could be resolved....................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
In modern world, hospitality industry is being defined as a group which consists with a
number of businesses that delivers Lodging, transportation, tourism, travelling, theme parks and
other kind of services to targeted consumers (Bhattacherjee, 2015). Vital aim of hospitality
industry is that, to deliver right services to customers as per their demands or trends, and this aid
them in sustaining at market for a longer period of time frame. Present assignment is based on
Novotel, which comes under Accor Hotels group. It launched its first hotel in 1967 and has kept
its focus on delivering luxury based services to customers and consists with approximately
30,000 employees that are fulfilling requirements of users on a regular basis. Assignment will
keep its focus on employment roles found in operational department, skills gaps and so on.
TASK 1
1

TASK 2
1. Various operational and functional departments in hospitality sector
For effective and smooth working of Novotel various departments are present within
hotel which are accountable for managing operations within particular department of hospitality
industry.
Operational departments: Hospitality industry covers four major operational sectors or
departments. These departments are referred to primary departments and works in co-ordination
with other functional departments present within industry. They include food and beverages
service department, housekeeping department, kitchen department and front office or reception
department (Chakraborty, 2017).
Functional department: It refers to functioning and day to day activities of different
departments within hospitality sector. Each department is responsible for whole and general
administration of business in this sector. Sales and marketing department, accounts and finance
department, personal and human resource department, purchase and store department and
security and engineering department are leading departments of Novotel. Each individual
department is responsible for activities going on within their department.
Departments within hospitality industry are linked with each other. Example, human
resource department co-ordinates with house keeping department, engineering department,
security department, accounts department, sales and marketing department and so on to make
tasks simpler and comfortable for customers. Another example is kitchen department needs have
co-ordination with food and beverage department, purchase department, sales and marketing,
accounts department and so on (García-Almeida and Yu, 2015).
Various functional and operational departments, their co-ordination with each other
within hospitality industry in Novotel are discussed above. Further these departments help to
increase effectiveness in terms business.
2. Different employment roles found in operational department in hospitality sector
If human resources are not working in correct way or they are not placed in departments
in which they are more efficient then it will be very difficult for hospitality industry to work
efficiently and effectively. Amenities and services offered by each industry varies due to
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structure and business they are into. Different operational departments of hospitality industry are
illustrated below:
Bar manager: Bar manager is responsible for developing and training of team using
effective tools and techniques (Vorkapić, Ćoćkalo and Đorđević, 2016). Manager of Novotel
should administer all activities and job performed by team and make sure that team is sensible
about their job and performing in a way that they can maintain high standard. Manager ensures
that stock is within departmental budget.
Reception: It is place where customers come first and employees present their greets
guests or customers. Within Novotel receptionist is responsible for handling check in and check
out, providing keys of room, making reservations either by email or calls, responsible for
preparation of bills and payments and are answerable to all questions put up by guests.
Event planner: Event planners are one who organise conferences and parties within
hospitality industry. When guests in Novotel need to have a space for events like conferences,
wedding, conventions, congresses and social events they contact event manager or planner. It is
his responsibility to plan each aspect of event which includes meals, security, stay, entertainment
and staff (Giousmpasoglou, 2014).
Above mentioned are some departments of hospitality sector which have great impact on
overall working of sector.
3. A review of the skills gaps and shortages in different roles
Skill gap is being considered as a space among desired and existing skills within an
individual (Solnet and et. al., 2016). It is required for a person here is that to analyse his/her
skills and compute it on the basis of desired ones. With the help of this, effective decisions can
be taken for further improvements. In present context, Novotel's various shortages among skills
under various job roles in hospitality sector are given beneath:
Bar manager: It is required for bar manager to have decision making skills so that to
maintain high standards (Ružić, 2015). Here, Novotel's bar manager is not effective with this
skill which is required to manager overall working.
Receptionist: Communication skills are needed to be much more attractive in a
receptionist. As per the analysis, Novotel's receptionist knows only two languages, and in the
hotel people do comes from different regions and may know only one native language.
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Therefore, it is required for the receptionist to have knowledge related to different languages
(Nadda, Rafiq and Tyagi, 2017).
Event Planner: A creative approach so that problems could easily be solved needed for
the event planner. If it is talked about Novotel's event planner, he stays in confusion while taking
a decision. This slows down the overall performance of this company and of event planner as
well.
4. An analysis of how skills gaps impacts on hospitality businesses and ways through which
could be resolved
On the basis of analysis, skills of individuals may impact upon overall performance level
of an organisation which is doing business in hospitality industry. Since the changes among
technology, needs of consumers can be seen in short time frame, it has become vital for staff or
personnels to develop their skills as per the requirements (Orfin, Sidorkiewicz and Tokarz-
Kocik, 2015).
In present context, training, compensation and other kind of motivation related activities
given by Novotel's management could help an individual in performing or filling the gaps in
specific time (Presbitero, 2017). On the other hand, sharing or collaborative culture may also
help an individual in improving his/her productivity and this will directly impact positively on
performance level of Novotel.
CONCLUSION
Report has shown various aspects of hospitality industry and it is found that industry has
different businesses which are running inside premises and have positive impact on overall
growth of industry. Economic growth of world is also affected by this industry. Employees
within this industry have large number of skills so that it becomes easy for them to sustain.
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REFERENCES
Books and Journals
Bhattacherjee, D., 2015. Locals, migrants and work profiles in an Indian five-star hotel.The
Indian Journal of Labour Economics. 58(3). pp.487-502.
Chakraborty, S., 2017. Viewing hotel industry through customer oriented bureaucracy.Indian
Journal of Industrial Relations. 53(1). pp.37-48.
García-Almeida, D. J. and Yu, L., 2015. Knowledge transfer in hotel firms: Determinants of
success in international expansion. International Journal of Hospitality & Tourism
Administration. 16(1). pp.16-39.
Giousmpasoglou, C., 2014. The importance of context in managerial work: The case of senior
hotel managers in Greece.Journal of Human Resources in Hospitality & Tourism. 13(2).
pp.146-172.
Nadda, V., Rafiq, Z. and Tyagi, P., 2017. Effectiveness and Challenges of Recruitment process
outsourcing (RPO) in the Indian Hotel Sector.International Journal of Academic
Research in Business and Social Sciences. 7(2). pp.218-236.
Orfin, K., Sidorkiewicz, M. and Tokarz-Kocik, A., 2015. Human resource management in chain
hotels on the example of Radisson Blu hotel in Szczecin. Scientific Journal. 31.
pp.287-302.
Presbitero, A., 2017. How do changes in human resource management practices influence
employee engagement? A longitudinal study in a hotel chain in the Philippines. Journal
of Human Resources in Hospitality & Tourism. 16(1). pp.56-70.
Ružić, M. D., 2015. Direct and indirect contribution of HRM practice to hotel company
performance.International Journal of Hospitality Management. 49. pp.56-65.
Solnet, D., and et. al., 2016. What about the workers? Roles and skills for employees in hotels of
the future. Journal of Vacation Marketing. 22(3). pp.212-226.
Vorkapić, M., Ćoćkalo, D. and Đorđević, D., 2016. The Importance of Lean Concept in
Sustainable Development of Enterprises with Small Scale Production.International
Journal" Advanced Quality". 44(2). pp.23-28.
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