The Contemporary Hospitality Industry

This report examines the contemporary hospitality industry in the UK, focusing on its scale, scope, diversity, and organizational structures. It analyzes the impact of major operators like Hilton International and explores the role of hospitality-related organizations and professional bodies.

The Contemporary
Hospitality Industry
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Table of Contents
INTRODUCTION..............................................................................................................................5
TASK 1...............................................................................................................................................5
1.1 Current scale, scope and diversity of the hospitality industry.................................................5
1.2 Organisational structure of different hospitality organisations................................................6
1.3 Role of hospitality related organisations and professional bodies...........................................6
TASK 2...............................................................................................................................................7
2.1 Staffing requirements of different hospitality businesses........................................................7
2.2 Roles, responsibilities and qualification requirements for hospitality staff.............................8
TASK 3...............................................................................................................................................8
3.1 Operational, managerial and legislative issues resulting affecting the hospitality industry. .8
3.2 current image of hospitality.....................................................................................................9
TASK 4.............................................................................................................................................10
4.1 Potential trends and developments in hospitality. ................................................................10
4.2 Impact analysis for predicted developments and trends........................................................11
CONCLUSION:...............................................................................................................................11
REFERENCES:................................................................................................................................12
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INTRODUCTION
Hospitality sector in today's era is one of the biggest revenue generators of various
economies across world. This sector is not dependent on any other major industry and is an
important part of travel and tourism sector (Geus, Richards and Toepoel, 2016). UK itself employs
around 2 million people in this sector and 180,000 leisure and hospitality establishments have been
made. It relies on business sentiments and confidence of consumers. There has been pressure after
Eurozone crisis in Europe to provide better service and value to end customers. This report
describes mainly scope, structure, staffing and analysis of Hilton International which influence
entire development of it.
TASK 1
1.1 Current scale, scope and diversity of the hospitality industry
Hilton International provides value services and support to various industries from
restaurants to hotels. There is consideration of corporate hospitality, leisure venues, sports events,
travel, business and much more. There is much existence of females in this sector whose
contribution is around 62% of the total workforce. This sector delivers assistance to a wide range
of traditional hospitality firms like restaurants and hotels to other sections as well. Also, Hilton
consists of young workers and these are 30 years of age. In the future, British Hospitality
Association (BHA) has assumed that this sector will add around 300,000 more new jobs. Different
other businesses such as accommodation, contract catering, pubs, clubs, bars, etc. which are
included in this sector (Jordhus‐Lier, Coe and Bråten, 2015). There are various medium and small
enterprises that are running in the UK.
Presently, UK is going through challenging times as economy seems to be inactive by
nature. Instead of sluggish and slow growth, potential of hospitality sector will be enormous in the
future. Many planning have been made by Hilton like opening of 30 hotels in UK in the next
coming years. Almost 89 projects are under construction in which 14 are in pre-planning phase and
28 are in planning phase. Hospitality comprises free-standing businesses and consists of a wide
category of many fields within service industry which involves transportation, theme parks, cruise
line, lodging and event planning. There is a strong development in contract and canteen food
services and this sector employs around 1.8-2.4 million people.
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1.2 Organisational structure of different hospitality organisations
Organizational structure of hospitality organisations can be described by taking an example
of Hilton International. It has sophisticated and enhanced facilities for customers. Hilton has
various sub-categories of departments for doing conferences and specific meetings. Different sizes
of conference halls and suites are there for non-resident meetings and business gatherings. A
presentation setup has been maintained in the hotel for business class as well as banquets. At the
top, Room Division Manager resides and below it, there are three sub-divisions of Front Office ,
Reservation and Guest Relationship Manager (Khoo-Lattimore, Prayag and Cheah, 2015). Room
Division Manager handles the complete department. These three departments handle customers in
a proper manner. All complaints are sorted in these departments. It is the responsibility of them to
provide quality wise services to customers.
Guest service coordinator comes under Guest Relation Manager. Front office manager
administers assistant manager's profile and senior receptionist’s work is governed by him and
finally receptionist's activity is handled by lower receptionist. Reservation office takes care of all
the phone records. While, organizational structure of theme park , Wilton has Chief Executive is
very provoking and inspiring. Below it finance director exists. The, complete HR team and senior
accountants and its assistants work under Finance director. Chief executive takes responsibility of
legal issues and finance director is responsible for HR team. HR department hires qualified staff so
that objectives can be achieved easily.. Accounts department takes care of bills and accounts of
theme park.
1.3 Role of hospitality related organisations and professional bodies
Hospitality sector plays an important role in assessing the professional bodies. It can be
illustrated by taking the examples of The British hospitality Association, Springboard UK, British
Institute of Innkeepers and People 1st.
The British Hospitality Association: It comes under major professional bodies as well as
hospitality related organisations. Its role is to promote brands as well as owners across hotels,
restaurants, promote clubs and interest of operators for visitor's attractions (Kim, Im and Hwang,
2015). It includes around 40,000 hotels, clubs, food services, service apartments and other
activities for pleasure.
Springboard UK: It supports individuals, unemployed and young people who are in a position of
less advantage. Springboard helps in pushing up their career. It offers programs related to
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education and does improvement of colleges, schools as well as universities so that students will
get benefited. Another major role of Springboard lies to meet the needs of corporate social
responsibility and work for human resource development. It helps in the field of learning and
teaching.
People 1st: It is a source of enfranchisement for colleges and provide training in order to certify
their sessions. It also helps in information and new job opportunities (Knox, Warhurst, Nickson
and Dutton, 2015). It promotes the growth plans of regional and local bodies.
British Institute of Innkeepers: It gives support and advice to hospitality sector and also
promotes professional standards. Employees are valued and represented across various reputed
industries. It provides training to workers and thus, empowers their strength.
TASK 2
2.1 Staffing requirements of different hospitality businesses
There is high variation regarding assessment of staff for different organizations. Tasks and
responsibilities are properly distributed in hospitality sector. Requirement of staff is in food service
, accommodation, travelling services and various other departments. In food service department,
staff takes responsibility of serving quality food to customers and proper training is delivered to
high class chefs. Head cooks and chefs take charge to supervise general staff. Food service staff
ensures continuous supply of food and preparation of menus to customers. Housekeeping staff
plays the major role in hospitality sector. It has to experience training before they satisfy customers
in all respects. They refill linens and different other items in rooms (Adu, Amponsah and Arthur,
2015). It includes management of front desk. It is the responsibility of housekeeping staff to
accommodate customers and depart them to their destination. While, travel agent staff also play
vital role in this sector and manages central and operational part of hospitality industry. Trips of
customers are organized and planned by this department. It delivers information regarding
travelling and provide overall planning to customers.
These features have to be performed in proper manner else problems are encountered by
customers in the future. There should be strong interrelation between staff and customers. All
entertainment function, leisure part and recreation comes under this department. Thus, there is an
interdependency of travelling agency on hospitality sector.
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2.2 Roles, responsibilities and qualification requirements for hospitality staff.
Responsibilities of Hilton staff are particular tasks and duties which hospitality sector are
expected or required to perform to satisfy customers while roles are some kind of process or
operations performed in management system. Roles and responsibilities of staff includes customer
service, supervising maintenance, coordinating with departmental operations, managing budgets.
These core responsibilities have to be performed by professionals to excel business. The Best
customer service should be implemented by the staff so that guarantee of repeat business can be
assured. This can be done by welcoming them and acknowledging their presence. Key
qualifications of staff includes business management which means training of staff is critically
important (Mead, et al., 2015). Primary focus is on profitability and good business practices which
needs commerce background of every employee. Communication skill of staff should be strong
and they should be educated and must have a associate or certificate degree with them. Staff of
Hilton possess strong interpersonal, administrative and organizational skills. They should have the
knowledge of managing inventory as well as ordering at right time. Management department
should plan and analyse profits and sales of hotels thoroughly. Standards of hotel should be
maintained by department level. Chosen staff should show their interest in selected field so that
there no lack of greeting towards customers. Qualified employees should be above 16 years of age
and their education should be completed. Members should support each other take over their
duties effectively. It is essential for staff to move around on ground for long periods of time and be
awaken for customer callings. Whenever required they should be ready to listen and sort out the
problems of visitors any time. They should be reliable and punctual with their work as well as with
other team members.
TASK 3
3.1 Operational, managerial and legislative issues resulting affecting the hospitality industry
Operational Issues:
Considering labour scarcity in various society hospitality development is incapable due to
personnel resources. International hospitality business is facing challenge due to contracting labour
force which is consistent with the International Society of Hospitality Consultants (Ng, Rouse and
Harrison, 2017). Hilton discover more tools and techniques without surrendering mandatory rules
to gather guest anticipations. It states that there is more necessity of hospitality rooms for lodging
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customers and charging them. Competitors on other hand cuts extra charge and provide superior
worth to customers.
Managerial Issues:
Managerial issues involves the temporary outcomes which effect on traveller demand. Their
demand are influenced by all occasions and short lived events but are not influenced by long-
suffering effects. For example talks on protection issues like germs, volcanic eruption, terrorism,
revolutionary assaults are not endured. There is fix set of benefits and costs due to globalisation.
Brexit have negative and positive effect people in UK. More work is available for British chefs if
EU nationals are not able to work. There is also increment in pay as demand of chefs have
increased.
Legislative Issues:
Employers are defended by large variety of legislative issues which affect hospitality
management. Hygiene and cleanliness are major factors that affect hospitality industry. This
covers food allergens legislative and regulation issues (Pan, 2015). It is a significant factor during
90's where public health in various nations was influenced tremendously. It then became a global
issue in relation to food allergy. Processed food and enlargement in quantity of food came around
with the development of countries and then existence of national regulatory administration and
international rules came regarding its allergies. The World health Organisation and The Food and
Agricultural organization discussed about material of food and demanded their authentication
every time to stop allergenic properties.
3.2 current image of hospitality
Current image of hospitality can be discussed by emphasizing on media exposure, culture
and customer focus. Customer plays a major role in developing the current image of hospitality
sector. Hilton tries to meet customer demands quickly and properly and overlooks all functions of
its departments systematically because if any hospitality department fails to rum properly that
means it is not able to meet customer demands on time. Focus of customer is on understanding
and education. They should be treated with complete respect and dignity. Proper communication
should be there as it is the key to every solution (Rauch, et al., 2016). Cultural diversity is also
becoming a crucial part of hospitality sector. It has become an important element after
globalisation regarding strategic planning of particular number of international hospitality firms.
Hotels' image is also nourished by media for supporting and building. With the support of media
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this sector has the ability to expose its image in a better manner. In present scenario, online media
is very important towards enhancement of hotels and restaurants. Through websites they attract
more customers and increase their business. Thus, competitiveness also increases. Facebook and
Twitter are some social networking sites through which these hotels showcase their positive
image and keep updating their sites by placing discounts on menu cards and providing varieties of
foods and beverages. Thus, these sites are playing crucial role in changing outlook of customers
in day to day life. Customers become more aware through media regarding upcoming hotels and
resorts.
In UK gross profit per room available has raised to 8.3% per month. In provincial market thereare
some positive signs as there is 3.5% rise in employment and 5.5% growth in average room rate as
compared to March 2009. So provinces are recovering according to the reports of TRI.
TASK 4
4.1 Potential trends and developments in hospitality.
Developments and trends can be discussed through considering aspects of hotel sector of
hospitality industry and management of food and beverages. Topmost priority of hotel sector in
hospitality industry is customer service. When assumptions for this goes wrong then hotel sector
faces tough times (Robinson, et al., 2016). In today's era regarding technological aspect innovative
scenarios are occurring such as doing check in through mobile, pre-booking of rooms through
mobile, paying bills through cards etc. Thus, in future technology will play a vital role in its
development. Another significant feature relating to this sector is delivering material and real time
marketing which is a kind of constant process. These things are very necessary in hospitality
industry. As competition is increasing so marketing of hotels and providing top class customer
service is very significant. Customers are having many online options to choose hotels of their ow
choice. So they will opt only that hotel which is going to greet well and support them. Marketing
on daily basis takes place with real time and materials are engaged to generate more guests with
the support of social media. It has been predicted that future trends in food and beverages will be
clear labels instead of clean labels (Schwab, 2017). There would be continuous attention on home
cooking which will be effortlessness for customers. Young generation is connected with online
media on daily basis and is updated with all types of current knowledge. Innovative delicacies,
new and fresh items are becoming more popular and generating taste in next generation.
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4.2 Impact analysis for predicted developments and trends
Impact analysis for development and trends can be economical, fiscal, demand, benefit cost
and financial. Economic analysis describes foreseeing of financial system which draws a link of
expenditure with tourism movement to identify tax incomes, alterations in tax, earnings,
occupations because of the performance of tourism. Applied techniques here are analysis of
information derived from government statistics, surveys performed, fiscal base forms and
multipliers. Fiscal analysis shows the appended charges covered by the government profit from
tourism doings through charging directly, from taxes, and other resources (Solnet, Kralj and Baum,
2015). It transforms in demand for services and administration operations profits and put charges
on local government that supplies these services. While, turnover is examined under financial
analysis. How much amount of income is generated to recover these charges and will the rational
revenue will be built are some questions covered under financial analysis. It is usually a short
range study which is related to introductory capital charges and accessibility. In addition to this
functional costs, incomes and debt service are covered are considered as longer range of study.
Demand analysis reflects the types and amount of customers of a particular region that transform
due to endorsement, opposition, transformation in cost, amount in amenities and other relative
demands. It is approximated through source of exercise inference, demanding or predicting form.
Notable tendencies, decision forecast amount of tourists and this differs with main demanding
determinants. Lastly Benefit cost analysis states maximum net profit which is produced by
substitute strategy. Through this, particular strategies are chosen for economic competence and
finally prices and profits are evaluated. Strong and competent strategies are valued from the
standpoint of society well-being.
CONCLUSION:
Finally, it is concluded that hospitality has provided a wide range of employment and
Hilton has good organizational structure which meets and satisfy customer demands properly.
Hilton takes its roles and responsibilities very seriously and is attached with customers by the use
of technology. In the future, technology will play an important role in this sector and so many
industries are taking technological advantage as well.
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Robinson, et al., 2016. Operations management in the travel industry. CABI.
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Schwab, K., 2017. The fourth industrial revolution. Crown Business.
Solnet, D., Kralj, A. and Baum, T., 2015. 360 degrees of pressure: The changing role of the HR
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Adu, K.O., Amponsah, S. and Arthur, N., 2015. Turnover Intention Among Categories Of Staff In
The Hotel Industry In Ghana: A Case Of Sekondi-Takoradi Metropolis.
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