Analysis of Servant Leadership and Sustainability

The provided documents comprise a collection of research papers, articles, and studies related to the hospitality industry. The content includes analyses of servant leadership's impact on firm performance, sustainable service innovation, and human resource practices. Specific topics covered include customer loyalty, CRM implementation, and HR training programs in hotels. Additionally, there are discussions on cashless payment systems, leader-member exchange, task motivation, creativity, and the role of universities in integrating refugees. These papers aim to provide insights into industry practices and strategic perspectives for professionals working in the hospitality sector.

The Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION:..........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Current scale, scope and diversity of the hospitality sector..................................................3
1.2 Organisational structure of various hospitality organisations...............................................4
1.3 Role of hospitality related organisations and professional bodies:.......................................4
TASK 2............................................................................................................................................6
2.1 Assess the staffing requirement of different hospitality businesses .....................................7
2.2 Explaining the roles, responsibilities and qualification for hospitality staff........................7
TASK 3..........................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES .............................................................................................................................10

INTRODUCTION:
Hospitality in today's era is one of attractive and biggest income generating industry of
the world. Its contribution in world's economy is unlimited. It is not at all dependent and invite
many youngsters for jobs. Travel and tourism is one of the major sector of this industry (Hilton,
2017, August). Around 2 million people are employed in UK in this sector and 180,000
hospitality and leisure establishments have been made. It mainly depends on the emotions and
sentiments of consumers. After Eurozone crisis in Europe there has been a lot of pressure to
deliver good service and value to their customers. This report mainly describes current scale,
scope, staffing requirements, roles, managerial and legislative issues of Hilton International of
hospitality sector.
TASK 1
1.1 Current scale, scope and diversity of the hospitality sector.
Hospitality is one of the fastest growing industry and is dependent on tourism. Major
segments of it are hotels, restaurants, resorts, tourism, event planning, travel planning etc. It
contributes in the GDP of any country and has proven as a major source of revenue. Its scope is
widened to tourists offices, travel agencies, airlines, cruise companies, spas, event management
and wellness centres. It is major source of earning and brings foreign exchange in large amount.
It can be defined as whole range of businesses, individuals, organisations and various tourists
places that combine somehow to provide a travel experience. Hilton consists of young works and
offering many new jobs to individuals who are 30 years of age (Japyassú and Laland, 2017).
According to British Hospitality Association (BHA) 300,000 new jobs will be introduced in the
future.
Currently UK is facing tough time because economy is inactive in nature. Hilton is doing
many planning regarding opening of 30 hotels in UK in coming years. There are chances of
potential increase in hospitality sector instead of slow and sluggish growth. It includes many
theme parks, transportation, lodging and consists of free-standing businesses (Jong and Higgins,
2015). There is strong development of catering and contract services and employs around 1.8-2.4
million people. Employees should be confident, should be willing to work, neat appearance, take
care of personal hygiene and should provide customer service properly. It is the most elaborate
working sector of the market today.

1.2 Organisational structure of various hospitality organisations
Organisational structure of Hilton Internation is attractive and sophisticated. It has
enhancing amenities for its customers. It has sub-categories of departments for specified
meetings and performing conferences. Various sizes of suites and halls are there for business
gatherings and non-resident meetings. For presentation set up there are different halls
maintained in the hotel for banquets as well as business class. Room Division manager resides at
the top and below it there are three sub-divisions of Reservation, Front Office and Guest
Relationship Manger (Looy and Wood, 2015). Complete department is handled by Room
Division Manager. Customers are properly handled by these three departments. All complains
are listened and sorted by them. Quality wise services are provided to customers.
Assistant manager and senior receptionist's profile is handled by front office manager
there should be proper handling of relationships between departments. All phone records are
being handled by reservation office activities of senior receptionists are governed by lower one.
While, Wilton's organisational theme park is inspiring and provoking (Lewis and Taylor, 2014).
It has Chief Executive officer who is head of all departments. Finance unit works under it.
Senior accountants and Hr team works under Finance director. Legal issues are handled by chief
executive officer. Hiring of well-qualified staff is the key responsibility of HR department. They
appoint educated staff and provide proper training so that customers are highly satisfied with
their service. Management of accounts and bills are responsibilities of accounts department of
theme park. Thus, each unit plays an important role to achieve its goal.
1.3 Role of hospitality related organisations and professional bodies:
To assess professional bodies hospitality sector plays an important role. It can be
described by taking the examples of Springboard UK, The British hospitality Association, British
Institute of Innkeepers and People 1st.
Springboard UK: Those people who are less benefited regarding their career gets advantage
through this body. It helps in moving their life ahead and supports unemployed, individuals and
young people (Kontowski and Leitsberger, 2018). It organises programs of education and
improves schools and colleges so that students' life get maintained. It helps in the field of
teaching and learning more appropriately.
The British Hospitality Association: It is one of the major hospitality related organisations asw
well professional bodies. It main objective is to boost up brands as well as owners across

restaurants, hotels, promote spas, clubs and areas of visitor's interest and attraction. This involves
around food services, clubs and around 40,000 hotels and service apartments and other activities
for leisure and pleasure.
British Institute of Innkeepers: It advises and supports hospitality sector and also enhances
professional standards. It gives chance to employees to value their skills and represent
themselves all around the world in different industries (Nieves and Quintana, 2018). This results
in empowerment of strength by providing training and sessions to workers.
People 1st: It is the major source of enfranchisement for institutions and colleges and deliver
trainings so that their sessions get certified properly (Horng and et.al., 2016). It provides new
opportunities to youngsters and helps in searching for new information. This leads to growth in
plans of local and regional bodies.

TASK 2

2.1 Assess the staffing
requirement of
different hospitality
businesses
In the hospitality businesses,
there are many sectors such as
hotels, travels and tourism. So
that requirement of staffing is
important in all the sectors.
Hilton is the one largest hotels
and resorts in the UK. So that
requirement of staffing in their
hotels and resorts is the
important in any department
and works. Such as front
office, restaurants, house
keeping and other divisions.
Various departments such as
human resources, finance,
information technology and
other departments in the hotels
(Rahimi and Gunlu, 2016).
Front Office Staff : In
the front office, there are many
works on it. Such as check in,
check out, cash managements
etc. so that requirement of
staffing is the important on the
font office work as well as
back office work. Any of the
problems and any details are
Housekeeping Staff: In the
housekeeping work, staffing is
requiring such as cleaning
rooms , laundry services, foods
and beverages services and
other services are complete by
the housekeeping staffs.
Because in the hotels many
rooms are there and all the
rooms are properly cleaned,
therefore housekeeping staff is
play important role.
Operation Staff: In the
operations work includes
finance operation, technology
operations. So that staffs is
important in the operational
work. Not only hotels but also
travels and tourism sector and
their operational works. Hilton
is the doing the resorts
business, so that resorts
operational works are there,
therefore in the resorts
operational works, staffing is
2.2 Explaining the roles,
responsibilities and
qualification for
hospitality staff
Staffing is playing roles and
responsibility in the hospitality
industry. The qualification of
staffing is important for
working in the hospitality
industry. Hilton is the largest
and growing hotels in the
hospitality industry. So that
various roles and
responsibilities of staff in the
Hilton hotels. They are
running resorts businesses as
well. So that there are many
responsibilities of the resorts
staff and they are having
qualification for working in
the Hilton resorts (Tracey, And
et.al., 2015).
Front Office Staff : In
the front office, the staff is
playing many roles and
responsibilities such as check
in time, check out, cash
management and giving the
other details. So that the staff
is providing better quality
services and they are having

giving on the front desk. With
out staffing, there are many
problems faced by the
managers of front office. So
that it is important (Chan,
2016).
Restaurants Staff : In
the restaurants, they are
providing foods and beverages
to the customers. So that
requirement of staffing, both
the inside and outside in the
restaurants for serving the
foods and beverages. In the
restaurants, there are many
works, so that staff is
important in the restaurant
works.
requiring . proper communication and
interpersonal skills. They are
ensuring that all the details are
giving to the customers. They
are solving all the problems of
customers as well as staff.
They are having the proper
details of the hotels rooms,
departments and divisions.
Management Staff: In
the management works
includes human resources,
finance, operational and
technology. In the human
resources staff, playing roles
and responsibilities such as
utilization of resources,
training of employees,
performance management and
other. So that the human
resources staff having better
communication and
interpersonal skills for
employees as well as
customers. In the finance staff,
playing the roles and
responsibilities such as
calculating of profits, sales and
well known about the
accounts. So that they can
done the proper cash

management. In the
technology staff, they are
having well known of
technological knowledges
(Davis and et.al., 2018).
Restaurant Staff: In the
restaurant, staff is well
communicating with the
peoples. They are providing
better quality services and in
proper way to the customers.
The staff of restaurant is to
ensuring that better quality of
food are being served to the
customers. They are providing
foods and beverages services
to the customers. The
restaurant manager is also
ensuring that proper and better
quality services has to be
provided to the customers.
Housekeeping Staff :
The roles and responsibilities
of housekeeping services.
Services are including cleaning
services and laundry services.
So that they are providing
services to be proper way and
well communicating with the
guests in the hotels.
Housekeeping staff is to

maintaining the rooms
environment and equipments.
TASK 3
Covered in ppt
CONCLUSION
Thus, it can be concluded that hospitality is a major source of income generation in UK>
Hilton has fine organisational structure that attracts millions of visitors and it trains its employee
in proper manner so that customer leave hotel with a smile on their face. Various trends and
developments are taking place and this sector is going through technological advancements
which have resulted in increase in customers. More use of websites and electronic devices has
connected more people through which they can analyse different categories of hotels and
restaurants. Hilton has taken its responsibilities in a very serious manner and has taken good
advantage of sophisticated devices. It takes use of seamless connection and upgrades its website
time to time so that customers are aware of its accommodation, services, foods and beverages
and discount rates.
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