The Contemporary Hospitality Industry Assignment - Hilton International

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The ContemporaryHospitality Industry1
Table of ContentsINTRODUCTION..............................................................................................................................5TASK 1...............................................................................................................................................51.1 Current scale, scope and diversity of the hospitality industry.................................................51.2 Organisational structure of different hospitality organisations................................................61.3 Role of hospitality related organisations and professional bodies...........................................6TASK 2...............................................................................................................................................72.1 Staffing requirements of different hospitality businesses........................................................72.2 Roles, responsibilities and qualification requirements for hospitality staff.............................8TASK 3...............................................................................................................................................83.1 Operational, managerial and legislative issues resulting affecting the hospitality industry. .83.2 current image of hospitality.....................................................................................................9TASK 4.............................................................................................................................................104.1 Potential trends and developments in hospitality.................................................................104.2 Impact analysis for predicted developments and trends........................................................11CONCLUSION:...............................................................................................................................11REFERENCES:................................................................................................................................122
INTRODUCTIONHospitality sector in today's era is one of the biggest revenue generators of variouseconomies across world. This sector is not dependent on any other major industry and is animportant part of travel and tourism sector (Geus, Richards and Toepoel, 2016). UK itself employsaround 2 million people in this sector and 180,000 leisure and hospitality establishments have beenmade. It relies on business sentiments and confidence of consumers. There has been pressure afterEurozone crisis in Europe to provide better service and value to end customers. This reportdescribes mainly scope, structure, staffing and analysis of Hilton International which influenceentire development of it.TASK 11.1 Current scale, scope and diversity of the hospitality industryHilton International provides value services and support to various industries fromrestaurants 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 whosecontribution is around 62% of the total workforce. This sector delivers assistance to a wide rangeof traditional hospitality firms like restaurants and hotels to other sections as well. Also, Hiltonconsists of young workers and these are 30 years of age. In the future, British HospitalityAssociation (BHA) has assumed that this sector will add around 300,000 more new jobs. Differentother businesses such as accommodation, contract catering, pubs, clubs, bars, etc. which areincluded in this sector (Jordhus‐Lier, Coe and Bråten, 2015). There are various medium andsmall enterprises that are running in the UK.Presently, UK is going through challenging times as economy seems to be inactive bynature. Instead of sluggish and slow growth, potential of hospitality sector will be enormous in thefuture. Many planning have been made by Hilton like opening of 30 hotels in UK in the nextcoming years. Almost 89 projects are under construction in which 14 are in pre-planning phase and28 are in planning phase. Hospitality comprises free-standing businesses and consists of a widecategory of many fields within service industry which involves transportation, theme parks, cruiseline, lodging and event planning. There is a strong development in contract and canteen foodservices and this sector employs around 1.8-2.4 million people.3
1.2 Organisational structure of different hospitality organisationsOrganizational structure of hospitality organisations can be described by taking an exampleof Hilton International. It has sophisticated and enhanced facilities for customers. Hilton hasvarious sub-categories of departments for doing conferences and specific meetings. Different sizesof conference halls and suites are there for non-resident meetings and business gatherings. Apresentation setup has been maintained in the hotel for business class as well as banquets. At thetop, 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). RoomDivision Manager handles the complete department. These three departments handle customers ina proper manner. All complaints are sorted in these departments. It is the responsibility of them toprovide quality wise services to customers.Guest service coordinator comes under Guest Relation Manager. Front office manageradministers assistant manager's profile and senior receptionist’s work is governed by him andfinally receptionist's activity is handled by lower receptionist. Reservation office takes care of allthe phone records. While, organizational structure of theme park , Wilton has Chief Executive isvery provoking and inspiring. Below it finance director exists. The, complete HR team and senioraccountants and its assistants work under Finance director. Chief executive takes responsibility oflegal issues and finance director is responsible for HR team. HR department hires qualified staff sothat objectives can be achieved easily.. Accounts department takes care of bills and accounts oftheme park.1.3 Role of hospitality related organisations and professional bodiesHospitality sector plays an important role in assessing the professional bodies. It can beillustrated by taking the examples of The British hospitality Association, Springboard UK, BritishInstitute of Innkeepers and People 1st.The British Hospitality Association:It comes under major professional bodies as well ashospitality 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 otheractivities for pleasure.Springboard UK:It supports individuals, unemployed and young people who are in a position ofless advantage. Springboard helps in pushing up their career. It offers programs related to4
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