Hotel Management and Tourism Industry Research

The provided document contains a list of research articles and studies related to the hotel management and tourism industry. The papers cover various topics such as environmental performance assessment systems in hotels, hotel environmental management initiatives, international hotel management agreements, risk attitude management, and strategic decision tools for organizational performance in the hotel industry. Additionally, it includes studies on consumer evaluation of hotel service robots, effects of service orientation on job embeddedness in hotels, human resource practices and innovation in hotels, and the development of soft skills during internships in hospitality.

Hospitality

Table of Contents
INTRODUCTION...........................................................................................................................1
LO2..................................................................................................................................................2
P4. Different Operational Roles Within The Hospitality Industry..............................................2
P5. Requirements of Skills in Order to Perform the Roles Within the Hospitality Industry.......4
LO3..................................................................................................................................................6
P6 PESTLE analysis ...................................................................................................................6
P7 SWOT analysis.......................................................................................................................9
LO4................................................................................................................................................12
P8 Assess the implications of current and potential trends in the hospitality industry along with
the specific examples.................................................................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Hospitality industry refers to different fields which include the services like food,
lodging, transportation, drink, planning, events, themes park, traveling and other areas on
tourism industry. Different operations and functions are involved with hospitality industry.
Present study will lay emphases on Hotel Hilton. It is a multinational hospitality industry which
has full services of hotels and resorts. It was founded on 1919. It has headquartered in McLean,
Virginia, US. In present, there are approx more than 570 hotels present all over the world. It has
presence in over 85 countries. Properties of hotel are franchised or managed by different
operators worldwide.
This report discusses different operational roles that are performed by stakeholders within
hospitality industry. Different skills are framed in this report which are needed for addressing
operational roles. This report outlines PESTLE analysis and SWOT analysis for making
decisions and to increase the productivity level. It analyses the current and potential trends which
affect the development state of hospitality industry.
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LO2
P4. Different Operational Roles Within The Hospitality Industry
List of different operational roles in Hilton Hotel are as follows -
 Executive Head Housekeeper
 Housekeeping Supervisor
 Room Attendant
 Receptionist
First Job Profile : Executive Head Housekeeper
Executive head housekeeper is the one who manages and co-ordinates between
housekeeping members to examine their tasks to make sure that standards are met or not. They
are at the operational level of manager. They must have three years’ degree or diploma in hotel
management course from authorised university. He must have 5 to 8 year’s experience in same
field. Their roles and responsibilities are as follows -
 Responsible for the tasks of the room attendants.
 Supervises, hires and discharges housekeeping employees.
 Prepare annual Housekeeping budget and monitor that budget.
 Handle grievances of guests.
 Provide training to the future housekeeping employees of the hotel.
 Ensure the rooms that are made as per the company standards.
 Responsible for the cleanliness of the hotel.
 Monitor the guest feedback and follow this feedback to improvement.
 Report the room division manager about the tasks.
Second Job Profile – Room Attendant
Room attendant is the one who cleans and does tasks related to the rooms of hotel
according to the standards and systems of hotel. Professional qualifications are not required for
the room attendant. However, diploma is given as a first priority. Employees must have
internship or traineeship for at least 6 to 1 year in same field in another hotel (Arasli and et.al.,
2017). Their roles and responsibilities are as follows -
 Ensures the comfortability, safety and privacy of guests
 Cleans guest room, toilet, bedroom, corridor and floor.
 Maintains a good relationship with guests.
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 Removes soil, dirt, soap build-up and hair from the toilet.
 Reports about the room conditions to the supervisors.
 Works on guest complaints and guest satisfaction.
 Responsible for the maintenance of rooms.
 Responsible for Hotel Property.
 Responsible for the standards operating procedures.
 Makes sure that television, refrigerator, lights and air conditions are working proper.
 Changes bed linen and making beds.
With experience, proper training and performance, it is possible for the Room Attendants
to progress to Floor Supervisor. After that they can become Assistant Housekeeper than Deputy
Housekeeper and last Executive housekeeper (Chiang and Saw, 2018).
Third Job Profile – Front Office Receptionist
A receptionist is the one who sit in front office desk of the hotel and receive or greet the
guests and pick up the phone calls. They must have high school diploma and required certificates
for the receptionist. Receptionist must be able to speak fluent and have knowledge of at least
minimum 3 language. Their minimum experience must be in the same field in another luxury
hotel for 2 or more years. Their roles and responsibilities are as follows -
 Greeting and receiving clients and visitors positively and warmly attitudes.
 Assisting the clients in finding their rooms.
 Helping in maintaining good working environment for another employees.
 Answering, forwarding and screening the phone calls.
 Sorting, distributing and answering the official mails.
 Scheduling appointments for the hotel managers.
 Providing the best customers services to the guests.
 Making arrangements for the travel of the guests.
 Dealing with the clients regarding booking of rooms accordingly e-mail, fax, phone or
face to face.
 Completion of procedures when guests arrive and leave.
There are usually great opportunities for the receptionist to progress the career (Bowie,
2018). With the experience and proper training, Receptionist can progress to the role of
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administrative positions such as secretaries or administrative assistants or customer service
manager.
Fourth Job Profile – Hotel Assistant Manager
Hotel Assistant manager is the one who helps general manager in manage and co-
ordinate the operations of the hotel. They must have three years’ degree or diploma in hotel
management course from authorised university. He must have 4 to 6 year’s experience in same
field. Also, he must have the knowledge of another sectors of the hospitality industry. They
report to the general manager or management team of the hotel or board of directors. Their roles
and responsibilities are as follows -
 Responsible for the running of hotel.
 Responsible for the staffs, finance, budgets and marketing of the hotel.
 Responsible for the guests' requirements of the hotel (Nieves and Quintana,
2018).
 Manages reputation and brand of the firm.
 Ensures the compliance of the hotel with health & safety and employment
legislations.
 Measures, monitors and evaluates the performance of staffs.
 Resolve issues regarding hotel services.
 Responsible for setting and achieving sales and profits targets.
 Responsible for the assistance of general manager in the task completion.
With experience, proper training and performance, it is possible for the Hotel Assistance
manager to progress to Hotel Manager.
P5. Requirements of Skills in Order to Perform the Roles Within the Hospitality Industry
There are various skills which is required to perform different roles in hospitality
industry. These skills are as follows -
Skills needed for Executive Head Housekeeper
Team Handling Skill
It is the main function of executive head housekeeper to handle the whole housekeeper
department of the hotel as a team. Thus, executive must have the team handling skills so that
there is creation of team spirit between members and they can easily perform their tasks on time
with no lack of co-ordination of housekeeper department's whole work.
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Organisational Skill
For the efficiency and effectively completion of tasks, organisational skills are required.
If executive is not able to organise the tasks, this will lead to tasks pile up and wastage of
valuable time. Thus, good organisational skills help executive to reduce the costs and work
pressure.
Skills needed for Room Attendant
Friendliness
They are the one who contacts with the guests mostly and directly. Thus, to understand
their behaviour and needs, they need to impress them and for that they need to be friendly with
their guests in order to make good relationship with them (Losekoot and et.al., 2018).
Time Management Skill
For the successfully completion of role, Room attendant must have good time
management skill. Attendant should know which work is important and how much time, it takes
to complete the tasks and accordingly work for the completion of tasks. This will keep guests
satisfy and happy as they are living in the hotel comfortability.
Skills needed for Front Office Receptionist
Basic Computer Skill
For the fulfilment of the responsibilities, receptionist must have basic computer skills. If
they don't understand that how to operate the computers, their tasks will be complicated and they
might end up losing the customers due to lack of proper maintenance of work.
Communication Skill
For the receptionist, it is the most important skills. Because, receptionist is the one person
who reflect the whole hotel image by communicating with the guests. Thus, for the good and last
impression on the guests and to make them loyal towards company, receptionist should have
good communication skills.
Multitasking Skill
When you are still in line with another person on phone, the another new phone call can
come. Receptionist have to manage the new call and to switch back. In the meantime, some
people might be waiting to talk to you personally regarding hotel. Also, receptionist need to keep
the needs of each person separate in the mind, not to ignore anybody. Thus, for the receptionist
role, multitasking skills are required.
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Skills needed for Hotel Assistant Manager
Problem Solving Skill
Structure of hotel is complex where various departments, managers and staffs are
working. Thus, assistant manager should be ready for the problems arise in the workplace, ability
to solve that problems and maintain the good relationships between various departments,
managers and staffs to maintain a good working environment in the organisation (Knox and
Warhurst, 2018).
Decision Making Skill
Assistant manager are the one who take minor and major decisions for the betterment of
the staffs and hotel in the absence of hotel manager. Thus, for the effective in the role, they
should have good decision making skills in order to understand the situations, weigh what is
correct and what is not for the current situations and implement the decisions immediately.
Technology Skill
Assistant manager may be using a complex telephone system in which a number of
internal and external lines are attaching and working smoothly. Assistant manager must also be
familiar with spreadsheets, word-processing software, company's email and file-sharing system,
and possibly several other media platforms for marketing (Köseoglu and et.al., 2019).
Due to lack of these skills, industry faces a lot of challenge such as unethical employees,
wastages of materials and resources, conflictive environment, improper work manner, decrease
the outputs from employees, lost of customers, decrease in efficiency and profitability, decrease
in revenue, decrease in good employees' morale and increase in employment costs etc.
LO3
P6 PESTLE analysis
Pestle analysis is a tool which is used to frame and discuss micro environmental factors
that influence decision making process. By monitoring these macro environmental factors,
management team of hospitality industry can make decisions for expanding network or to
increase profitability. External influences are analyzed which can impact changes in a business
unit. But these factors are uncontrollable for management team. These factors are responsible for
strategic planning, organizational change, marketing planning, research development. Pestle
stands for political, economic, social, technological, legal and environmental factors.
Political factors
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Political factors lead to stability within industry. Lodging sector is very big part of
country's economy. Political factors can influence the profitability for Hotel Hilton. Number of
visitors are influenced due to political instability. Terrorist attack is one of the political factor
which leads to instability within hotel Hilton (Marttunen, Lienert and Belton, 2017). Terrorism
attack are due to religious constraints or due to disputes between countries. It's a negative impact
on Hotel Hilton because number of visitors get decreases and influence position in top brands
within hospitality industry.
However, it has positive impacts too. For having good infrastructure, it need a big
property land. Political parties help in this condition to have a legal constraint of property and
gave them permission for making infrastructure accordingly. Political parties are supportive tools
for management team of Hotel Hilton.
Economic factors
This is an external factor which deals with profit and loss for Hotel Hilton. Economy
laws and policies are different for every country and Hotel Hilton operates globally. So, this
factor majority affects the profitability. It has negative impact in those countries where currency
rate value low. Due to this, Hilton management team cannot set a room fare for high price.
Countries in which economic crisis are running makes a loss for hotel Hilton. And in this
condition, hotel Hilton cannot do anything therefore, pestle factors are said to be uncontrollable
(Hillson and Murray-Webster, 2017).
On the other hand, it has positive impact too. Economy factors will help to know the
current economy conditions in country in advance stage so that actions against failure or setting
the price of services for customers. For example, during Olympic time, it makes a big profit for
Hotel Hilton owners to have lodging facilities for players.
Social factors
This external macro factor deals with society culture which impact the productivity and
culture of Hotel Hilton. Society culture will help managers to know the needs and demands of
customers that what they are expecting to have in service from Hotel Hilton. This gains trust of
customers towards Hotel Hilton. It helps to make strategic planning for marketing and to aware
public about the services of Hotel Hilton. It analyses the society environment and then helps to
adopt organizational culture accordingly.
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Social factors has also a negative impact on organizational culture of Hotel Hilton. When
analysis societal thoughts towards the hospitality industry then sometimes it demotivates the
management team by having negative feedback. It impacts on work performance of employees
who work in Hotel Hilton which influence position level of Hotel Hilton (Sarsby, 2016).
Attitudes and behavior will guide management team to make strategies and make decisions but
negative behavior do not lead them to make decisions for welfare of customers.
Technological factors
This type of macro factors deals with technologies that are adopted by hospitality
industry for bringing changes and making process easier. Technologies can be related to
transportation, controlling and monitoring. It has positive impact for customers to provide
innovative technologies and safe security system. It gains attention of customers and make them
trusted. By having Cab facilities for visitors to bringing them from airport to Hotel. It makes
them flexible and attracted. Technologies like video surveillance recorder and audio recorder
helps to have controlling process easier and to have safe security stem within industry.
But it has negative impacts too. For example, in implementing safe security system
within Hotel, it consumes too much money and time. Investment cost increases in adopting
technologies. For having controlling and monitoring procedure, adopting automation
technologies takes too much cost which affects profitability of Hotel Hilton (Tussyadiah and
Park, 2018).
Legal factors
This factor deals with legal contracts of property and infrastructure of hotel Hilton. Legal
factors help an organization to keep their secrets and data safe. It makes positive impact for
employees and customers. Like for employees, under legal laws, Hotel Hilton follow health and
safety act. This act makes employees safe within workplace and they are insured with policies.
Under employment act, Hotel Hilton provide defined wages for labor and make them trusted.
Data protection law makes their data and plans safe to have competitive advantage. Stakeholder
do not have right to leak information to other people under this law.
This have negative impacts too. Like n those countries which have laws like parties and
sound cannot be held at night. Their becomes a typical difficulty for Hotel Hilton owners to
arrange vent and parties for customers to make them entertained. It impacts profitability and
retentive of customers.
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Environmental factors
In this, environmental standards are analysed which influence profitability of Hotel
Hilton. Environmental factors lead to sustainability in organization for the future purpose. It has
a positive impact to make more market share. For example, in winter time and at the time of
holiday, Hotel Hilton has more profit because people prefer to make a travel plan in that season
only. So, analysing environmental factors in advance and make strategies accordingly will lead
to more productivity and more market share.
It has negative impacts too. For making infrastructure attractive and making furniture, it
endangered the resources for future purpose. Air and water pollution is increased due to regular
use (Tran and et.al., 2017). Due to this, Hotel Hilton need to follow laws for maintaining
environment sustainable. Recycling management is adopted by Hotel Hilton to have limited use
of resources.
P7 SWOT analysis
Hotel Hilton is a multinational hospitality industry which deals with services for lodging,
food and transportation. It operates globally and franchised by independent operators. Swot
analysis frames the strength, weakness, threats and opportunities for Hotel Hilton. These factors
are controllable and helps to make a strategic planning to have competitive advantage. Current
situational analysis is exercised by swot in which current positions is get to know from
managers. It indirectly highlights the areas where Hotel Hilton owners can make profit. If weaker
sections are known, then it provides information for owners to make decisions. It helps to
identify new directions for expanding market level.
Strengths
Strengths are strong factors of an industry. It identifies the positional stage of Hotel
Hilton worldwide. Some strengths are discussed below;
 Hilton has strong dedication towards customers. Management team of Hotel makes
customer satisfied with service and takes care of all needs and demands of customers.
Telephonic and mail chatting channels are used to solve queries of customers.
 Hotel Hilton has a presence in High brand portfolio. It operates all over the world and
largely invested in infrastructure to make it attractive (Choi and et.al., 2019).
 It has high success in marketing strategies to aware public about their services.
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 Raw materials that are used for providing services are available in advance by suppliers.
It means hotel Hilton has a good management service of suppliers.
 It has community of strong dealers which are not only responsible for promoting services
but also to provide training to sales team for making more market share.
 Hilton has the best place in executing new market and new area. It helps to change
economic cycle of Hilton and to generate more revenue.
 Hotel Hilton has high skilled workforce for achieving business objectives before
deadline. Exclusive training makes them perfect in their specialized area.
 It has success in adopting new technologies and efficiently and making profit.
Weaknesses
Weakness is the areas where improvement is required. By analyzing weaker areas,
management team will be helped to make strategies against weaker areas. Some weakness are
discussed below;
 Investment cost is high in Hotel Hilton which influence the capital revenue and a risk for
long term growth.
 It has high attrition rate of labor as compared to other hospitality industry and more cost
is involved in training and development (Tanford, Shoemaker and Dinca, 2016).
 It has weak area in financial planning. They have chance to use money efficiently in
investing but it is not doing accordingly on basis of current asset ratio.
 Research and development team take more money. And it is requirement for expanding
network. But with having good R & D team, then also, it does not able to compete with
other favorable brands within hospitality industry.
 Average profitability is less than compared to expected profitability.
 Hotel Hilton has no great success in adopting wok culture efficiently. Therefore, it fails to
have merger with other firms.
Threats
Threats are factors which helps to analyze risks for the future purpose that can make a
loss for hotel Hilton. Some threats are described below;
 Fluctuations in laws and policies will impact the decisions making process for
management team of Hotel Hilton.
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 Increase in competition will be big threat for hotel Hilton to have stable profitability in
existing market.
 Reduction in number of skilled and talented employees will affect the sustainability of
marketing (Evanoff, 2016).
 Fluctuation in currency rate and increase in pay scale for labor will affect the market
share of Hotel Hilton.
 Decrease in quality of service will affect emerging market and creates problem for
expanding new branch in other countries because of negative feedback.
 Increase in price of raw material will affect the profit margin due to which management
team decision making process will be influenced.
 Decrease in demand of hotel Hilton in seasons and it is variable in nature. It impacts the
profitability of it from short term period to long term period.
Opportunities
Opportunities are factors or areas where Hotel Hilton can improve its production level to
have more profitability. Some factors are discussed below:
 Changes in environment is an opportunity for Hotel Hilton to make a new emerging
marketing level and to have competitive advantage.
 Countries which have low inflation rate gives a great chance for Hotel Hilton to set an
infrastructure thereat low cost and have stability for the future purpose.
 To open a new market in those countries which do not have presence of Hotel Hilton. It
will lead to expand market for all over the world (Bohdanowicz-Godfrey and Zientara,
2015).
 Taking help of online technologies like social media, online platforms will lead to more
popularity and helps in bringing customers which affect market share of Hotel Hilton.
 Adopting new technologies for security purpose to make customers trusted and loyal.
This make retention of customers for longer time.
 Hotel Hilton has a chance to make strategic planning against other competitor brands to
have more market share and to gain attention of customers.
 By focusing on having good research and development team to analyse advance scenario
of economic, technological situations to set profit margin.
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LO4
P8 Assess the implications of current and potential trends in the hospitality industry along with
the specific examples
In Hilton Industry, Majority of the guests today are self- sufficient who properly analysis
the offerings and services provided by the staff of the hotel (Ryan, 2015). So hotel managers
need to make sure that their offerings are up-to-date and user friendly. For the business meetings
and conferences, customer expect the infrastructure of the hotel that meets the needs of the
conference centres along with high quality technical equipment and a knowledgeable support
staff. Hilton hotel have to adopt latest trend for attracting large number of people towards the
services of the hotel. In order to increase the sales of the company and to develop the efficient
and effective productivity, managers of Hilton hotel have established the effective strategies
which promotes the growth and sustainability of the firm. The Current and latest trend leads to
the impact on the overall business performance which ultimately affects the popularity and
profitability of the firm (Sheresheva and Kopiski, 2016). The hospitality industry has been
undergoing tremendous changes and disruptions over the last two decades. So here are some
trends that are currently reshaping the hospitality industry:
Virtual communities
Social networks and a particular Trip advisor have a profound impact on the large
number of customers which leads to huge transparency towards the improved quality of services
provided by the Hilton hotel. Making the competitive landscape, the hotel do not need to comply
with the traditional rules and regulations generally used by the hospitality industry.
Online Travel Agent
Managers of the Hilton hotel currently altered the distribution channel and consequently
taken the value away from the hoteliers. Currently Hilton hotel is adopting various digitised
changes in the business in order to improve the guest services and take the feedbacks and
reviews for their services (Manganari, Dimara and Theotokis, 2016). Also, advancement of the
technology have helped the hospitality industries in promoting the business internationally which
allows the Hilton hotel in expanding the business globally.
Professionalization
Hilton hotel is maintaining the professionalism among the staff members of the hotel so
as to deliver the services effectively which helps in developing the brand image which leads to
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the increased reputation in the market. It result in maximised customer relationship and thus
helps the Hilton hotel in meeting the main objectives of the organization. One of the most
popular current trend in which the company is focussing more is the sustainability and growth of
the firm. So hospitality industry is currently employing the staff members as per the increased
technological improvement (Liang and et.al., 2017). It leads to the development of skills and
knowledge among the workers so that the company can be able to deliver the productivity which
will help them in surviving for the future in this high competitive market.
Potential trend and future developments of the Hospitality industry
Implication of the potential trend in the Future potential developments which will help
the Hilton industry in expanding the business operations as well as sustainable development of
the firm are described below:
Internet of things and use of Big data
Modern technology is enabling the business to gather and and interpret the data from
more meaningful consumer journey. The ear of Bots and represent a way for the hotel operators
to easily interact with the audiences for the efficient conversational ways which may not involve
the people. Commonly asked questions of the people need to be handled and controlled by the
robotics. This will help the customer in creating the unique and local experience from the
services offered to them through Hilton hotel (Schuckert, Liu and Law, 2015). Exploiting the
technology as an accelerator for businesses helps in attracting large number of people towards
the hospitality business and helps them in creating the wonderful experience.
Develop more responsiveness and resilient business model
It helps in improving the efficiency of the staff members as silly and small questions get
answered automatically by the designed software. It helps the managers of the Hilton hotel in
engaging the employees towards t he main operations of the business and thus it helps in
delivering the effective and efficient services to the custoemrs.
Managing the talents actively
Managers need to properly manage the staff members according to the skills and
capabilities of the individual. This helps in developing the interest of the staff towards the better
performance and thus it helps in maximising the main productivity of the firm.
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CONCLUSION
From the above study, it can be concluded that Hospitality industry have to carry out
multiple operations in order to meet the main objectives of the organization. The report has
created a clear understanding about various operational roles and responsibilities which are
conducted within the business. It has provided the clear justification of such roles in hospitality
industry such as Receptionist, housekeeping supervisor, room attendant etc. It has been also
concluded that manager of the Hilton hotel has to coordinate and control different departments of
the company together in order to deliver the effective output. This document has also provided
the external and internal factors of the hotel which impact on the overall performance of the
hotel. Also, it has identified various skill gaps and requirements in the hospitality business such
as improved communication, professionalism, knowledge and skills of the employee which help
in improving the individual and thus industry achieves the growth and sustainability.
Furthermore, this report has also developed a better understanding about responding the
issues and current challenges raised in the hospitality business. It has also described the
recruitment of the candidate in order to select the appropriate skilled employee for the specific
job role.
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