This essay explores the hospitality industry, its various business sectors, operational departments, and the essential skills needed for success. It examines the industry's economic impact and analyzes the key skills required for hospitality management, using Hilton Hotels as an example.
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TITLE-HOSPITALITY MANAGEMENT INTRODUCTION Hospitality industry has major focus on customer service. Hospitality sector highly depend on disposable income of person because these service are give luxury experience not fulfillment of essential need. These service also effected by leisure time of customer, it means an consumer only go to avail these guest service when he has time, which he can invest for mood change and fun. This study provide information about different business of hospitality industry. Study also show Hotel Hinton's operational and functional department 's arrangements to provide the best customer service of it. Study give awareness about contribution of hospitality on country. to is the best hotel in the world, Hospitality serve is confused by hotel and restaurant only, but hospitality industry now have so many business which have only common factor that is service, but these service are related with different experiences. Food service-Nutrition with sensuous taste of food is speciality of meal provided by restaurants. Food service industry also dofacilitatecateringserviceinwhichfoodisprepared according to customer demand and for special purpose. quick foodserviceprovidesfastfood.HotelHiltonhasThe Cocktail Club HUGH which give lavish experience of having wine. Hotel-customer get guest service like food, spa, comfort in these hotels.Suitsprovidemoreluxuriousexperience.Where lodging service are given to those customers who travel for long distance and they just need a place to take rest. Resort are more close to nature, it gives a fresh feeling between engaged life. Hotel Hilton have Business rooms, family room and even room for groups (Fraj, Matute. and Melero, 2015) Event management- Eventmanagementserviceoffergivedecorationservicefor particular events like marriage, birthday part, anniversary, festival arrangements, business meeting and awards are arranged by now professionals. Travel and Tourism-Tourismiscompletelyforfun, entertainment and pleasure. It's a business in this respect. People who are passionate for travelling and love to travel can freely visit to the agents who provide services for hotel industry and all. Luxury Service- The hotel industry provides luxurious services and facilities to thosewhoarehaves. Hotel Hiltonistheonethat provides luxurious services and facilities to all the tourists. Range of operational and functional departments within Hilton hotel are: Finance department: Every hotel business needs a finance department to track expenses and revenue so that they can make some twist and adjustment in business as necessary. It has revenue centre is which sells goods, services or product to the customers and support centre do not generate revenue directly but provide then important backing for revenue centre. Human resource department: HR department in a hotel serves very important role in recruitment of employee, training them and benefiting administration. They do not serve any customer nor do they bring business to hotels still has a very important role in hotel business. Room Division: It is a department, which provide guest service who are expected to stay in hotel. It may include porter, housekeeping and sometimes back and front office as well. These all are under control of manager of room or Room-division manager. Engineering and maintenance Division: This department supervise maintenance or any operational work or repairing any hotel facility or tools or equipment. If any technical issue occur it has to solved by this department. Like in Hilton hotel they have a completely different department of engineering and maintenance division. Kitchen department: If a full service hotel provide room service or dinning service then without kitchen staff it becomes difficult for hotel staff to meet all their need without a proper kitchen staff. Some hotels like Hilton also needs catering team for conference rooms.(Ku, 2014.) There are many different operational roles within a hotel few of them are explained below: Room-division manager: They are the persons who supervise all the employee working in different areas of the Hilton. They supervise room availability, make monthly plans, and maintain staffing responsibility. Front office manager: They are persons who uses available resources keeping in mind their limitation to achieve hotels objectives. They should have the knowledge of how to coordinate organize and control different aspects of business. Front office cashier: They are the persons who manage accounting cycle of all the guest. They need to check all the cash responsibility of transactions made for or from front desk. (Ruetzler and et.al., 2014) Hospitality industry deals with more dynamic business culture, this industry demand skills which can help in maintaining interpersonal relation, because this industry has only focused for customer satisfaction. Managerial skill- Hospitality industry all deals with service only, so management of service like on time service delivery of service, maintain quality for service are required high professional management skill. Hotel Hilton give best training to its food and beverage staff ,hotel staff and operational staff so that service deliver standard will not hamper due to lack managerial skills. Communication skill- An individual who is working in hospitality service has to deal with human, he has perfect soft communicatio skill, languageknowledge so thathe can tackle customer from different country and region. Hotel Hilton appoints a linguistic manager who know different language so that customer can communicate without hesitation in his own language.(Pratt, 2015.) Analytical skill- This industry require research about customer preference choice and market trend so that service give maximum satisfaction to customer. Hotel Hilton customize its room and food after analyse the customer choice only. Flexibility- Flexibility is most critical element of this industry because it has uncertainty element attach with. For instance hotel Hilton has some reserve room in case of large customer arrival. Tour and traveller agency also changes their tour service according to weatherconditionandmarketandeconomicalcondition.Ahospitalityservice organisationcanchangeitsworkwithpolitical,economical,socialfactorand environmental factor.(Zervas, Proserpio. and Byers, 2017) Economy of any country consist employment , infrastructure, education level etc. hospitality industry touch all the aspect of economy, which is given below. Hospitalitybusinesses deal with human by human so it has huge demand of human capital which create employee opportunity in nation for instance- waiter, tourist guide, helper in event management, etc. Tourism industry bring income by foreigner like money spend by tourist for shopping which give income to local shopkeeper , transportation providers and entertainment . Tourist use hotel for stay whichgenerate income for hotel, restaurant and monuments. Hospitality industry help government to maintain foreign currency reserve by facilitate tourist .(Zervas, Proserpio. and Byers, 2017) Establishment of new hotel, airport,help in build infrastructure nearby. Tourist also a reason that grab government's attention to develop infrastructure facility. FDI can be increase when tourist find better business opportunity while tour. Relation between two countries are become hoarmines when they get to visit, which help in cross cultural exchange, eventually countries made up strong trade relations. Domestic hospitality service also contribute in provide education and vocationcourseaccordingtotheirbusinessrequirement,whichincrease education level in country and employment rate as-well. These service increase the living standard of countries population, also increases the demand of customer. Agriculture sector, furniture industry, steal industry and other sector indirectly benefit when these business has to avail raw material from these stake holder. (Mason, 2015 Conclusion From the above study it has been concluded that hospitality industry is now playing a cultural role in develop an economy. So it is important for government to focus on ease on doing facility because and this industry have huge growth and employment potential. In hospitality organization front desk manager have importantrolebecause he is responsible for arrangement which enhance the customer satisfaction. Fraj,E.,Matute,J.andMelero,I.,2015.Environmentalstrategiesand organizational competitiveness in the hotel industry: The role of learning and innovation as determinants of environmental success.Tourism Management.46. pp.30-42. Ku, E.C., 2014. Functional integration and systems implementation of customer relationship management in hotel industry: A multilevel analysis.International Journal of Information Technology & Decision Making, 13(01).pp.175-196. Mason, P., 2015.Tourism impacts, planning and management. Routledge. Pratt, S., 2015. The economic impact of tourism in SIDS.Annals of Tourism Research.52. pp.148-160. Ruetzler and et.al., 2014. Perceptions of technical skills required for successful management in the hospitality industry—An exploratory study using conjoint