TABLE OF CONTENTS INTRODUCTION...........................................................................................................................1 LO 1.................................................................................................................................................1 1. Different sectors in hospitality industry and identifying the diverse products offered by companies...................................................................................................................................1 2. Evaluating the way hospitality sector contributes to local, national and global economy.....2 3. An evaluation of way global growth and utilisation of Franchising as well as licensing agreement has influence on hospitality sector............................................................................3 Lo 2.................................................................................................................................................3 1.An examination of different operational as well as functional department in Hilton Hotel3 2. Employment roles in operational departments of hospitality sectors...................................4 3. Skills gap as well as shortages in such roles...........................................................................5 4. Analysing the way skills gaps which has effect on hospitality business................................6 CONCLUSION................................................................................................................................6 REFERENCES................................................................................................................................7
INTRODUCTION Hospitality is considered to be as a broad category of fields in the service sector.The various activities which are performed by business entities in hospitality sector involves event planning, lodging etc. The hospitality sector in United Kingdom is growing at very rapid rate. Companies operating in hospitality sector is mainly concerned with providing the satisfaction to customers.It is required by firm to have focus on hiring talented as well as skilled workers. Function of enterprises in hospitality sector is to provide food, accommodation services to people. Report have focus on exploring the different sectors in hospitality industry. It also emphasizes on identifying the different products or services offered by companies in hospitality sector such as Hilton Hotel. Study will also include the evaluation of the way global growth, use of franchising influence growth of hospitality sector. LO 1 1. Different sectors in hospitality industry and identifying the diverse products offered by companies. Companies in hospitality industry has planned to form partnership with the other organisations in different sectors. Purpose for which such strategic partnership between two companies belonging to different industry is to provide the customers with quality as well as timely services. The hospitality sector is very big and consists of different segments these are : Food and beverages:It is considered to be the biggest segment of hospitality sector. Food and beverage segment comprises business which are basically engaged in preparing meals, beverages and snacks for quick consumption by clients. Food and beverages isone of the services offered by Hilton hotel (Bratton and Watson, 2018.).Business entity have focus on providing good experience to customers by delivering them good quality of food and services. Catering business, Hilton hotel also provides food as well as catering services for special occasions. Travel and tourism:It involves the transportation facilities which is provided to tourist for enabling them to move from one place to other.Hilton hotel also provides cab , taxis facilities to its guest for enabling them to visits different tourist destinations. 1
Lodging :It involves the accommodation facilities. In context of Hilton hotel, business entity offers different accommodation facilities such as resorts, villas etc. according to the budget of customers. Recreations :These facilities are provided by Hilton hotel for catering to the needs as well as demands of people travelling for the purpose of relaxation as well as enjoyment. Entertainment business provide shows such as theatre or movie.In addition to this, other entertainment activities provided by Hilton hotel are sports and gaming, night clubs, bars etc. 2. Evaluating the way hospitality sector contributes to local, national and global economy. Hospitality sector is growing at very rapid rate. This is a sector which is making significant contribution in domestic, national as well as development of international economy. Hospitality industry contributes to economic growth of domestic country in direct as well as indirect manner. Hospitality sector has played a significant role in generation of employment in the nation. It has provided government with additional source of income. The hospitality sector generates revenue for localeconomiesdirectly when tourists spend money in hotels, restaurants and entertainment venues (Nadda, Rafiq and Tyagi, 2017). The hospitality sector make indirect contribution to Gdp also , as tourists purchase retail goods, pharmacy items and locally made souvenirs and crafts which help otherbusiness in increasing their profitability and sales. This sector has made contribution in generation of seventy millions job at national level. As per the report of world economic situation 2012, in hospitality sector presently has made approx. 10.4 percent to Global GDP.Hospitality sector has generated job approx. 313 million globally. 3. An evaluation of way global growth and utilisation of Franchising as well as licensing agreement has influence on hospitality sector Franchising is considered to be as most essential part of hospitality sector. It includes a contractbetween thefranchisorand thefranchiseewhich include the term as well as conditions. The franchising supports organisations in strengthening it's supply chain which is very much essential in order to provide timely services to customers. Licensing has supported Hilton hotel in smooth running of business. Both licensing and franchising strategy has assisted Hilton hotel in promoting goods or services. In addition to this, It has provided Hilton hotel access to varying types ofbusinessarrangements (Presbitero, 2017). Licensing as well as franchising strategy has 2
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provided firm an ease in expanding business.Hilton hotelhas form merger with other supporting industry which has enabled business entity to provide additional services as well as facilities to customers. It has helped an organisation in increasing sales as well as profitability. Changes in economic condition of the nation has direct as well as significant influence on the financial performance of company (Otis and Wu,2018). Franchising strategy has supported Hilton hotel in dealing with financial crisis. Both licensing and franchising strategy has enabled enterprise to cater the need of routine business operations. In context of Hilton Hotel, business entity management as well as franchises division consists of 4,419hotelswith 691,887 rooms. It has enabled firm to deliver products or services to wide number of customers. LO 2 1.An examination of different operational as well as functional department in Hilton Hotel Hilton hotel is five start as well as Multinational company.An organisation consists of different functional units these are : Front office department :The role of employees in this functional units is to welcome customers, provide them information about services as well as products , provide them room keys etc.There is direct relationship between house keeping as well as front office department. As front office department provide information to house keeping department about the services which customer wants. House keeping :Employees in this functional unit is mainly responsible for ensuring that all the roomsas well as public spaces are clean.There is strong relationship between house keeping department andcleaning staff. They instructcleaning staff to clean rooms for guest. Human resource :Function of human resource department is to recruit talented and skilled workers. In addition to this, it is the duty of human resource manager toensure transparency as well as openness in communication.There is strong relationship between human resource department and other functional units. It is the duty of human resource manager in an organisation analyse the job vacancies in different functional units and recruit employees. Role of human resource manager is to facilitate effective coordination between different departments within an organisation. This department also work closely with accounting department in order to process the salaries of workers. 3
Security department :Role of this function unit to ensure the safety as well as security of guests.In addition to this , They area also responsible for securing the actual premises, and the property of the Hotel itself.There is interrelationship between security department as well as room divisions. Employees in room division informsecurity department about the unusual things related to room such short circuits etc. It is the duty of security team to take quick actions. Food and beverage department :To plan as well as prepare menu and food for guests. This function have directrelationship with production as well as customer service department. Customer service department inform food beverage department about the taste as well as preference of guest related to food. Accounting department :this functional unit is responsible forrecording the routine business transactions. Employees in this department is also responsible for preparing and maintaining annualfinancial reports.Accounting department is interrelated with all the other functional units in an enterprise. This department collects the information about the requirement of funds by other divisions and prepare budget for them. 4 Illustration1:Organisational structure of Hilton Hotel
2. Employment roles in operational departments of hospitality sectors There are various operational department in Hilton Hotel and employees need to develop different skills in order to complete their task in appropriate manner. Manger in Hilton hotel has the responsibility to ensure that all business operations are performed according to the set standards as well as within budget.Front office department:Employees working in front office department in Hotel industry need to have good communication skills as well as pleasing personality. These skills are required to be develop by workers, as they are people with whom customer meet first. Employees way of communication can have both positive and negative effect on customers.Human resource department :Workers in this department need to have depth knowledge about the field as well as law and practices related to the human resource management. Workers assigned with this role need to have support behaviour as well as management skills.Marketing department: Employees engaged in marketing field in hotel industry need to posses good communication skills and required to have high influencing power. As these abilities will assist them in positively influencing people to buy particular product or services (Xiang, Du, Ma,and Fan, 2017). In addition to this, workers should have understanding of different markets, different marketing mediums, etc. Accounts department:Employees in Hilton hotel assigned with the accounting work need to have depth knowledge about the accounting practices.It is important for an individual to haver depth knowledge about accounting practices. They should have maths skills. 3. Skills gap as well as shortages in such roles. In context of Hilton hotel, The companies is facing the issues of poor guest satisfaction. This problem is faced by Hilton hotel due to the lack of skills in employeesassigned with operational activities. It is required by human resource manager in an organisation to conduct skill gap analysis as this will assist management in identifying the type of training required by workers in an enterprise (Bolton, Laaser and Duncan, 2018.). There are various approaches or techniques which can be utilised by manager in Hilton hotel are for analysing the skill gap are : 5
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Key performance indicator :It is considered to be as an appropriate approach in context of determining career progression and designing reward system. Employees assessment: Test as well as quizzes can be conducted in order to judge skills as well as knowledge of employees. 360 review:Continuousfeedback isconsidered to be as other best approach for identifying skills gap. Manager in Hilton hotel should give continuous feedback or instruction to staff. Observation : It is considered to be as an appropriate approach for identifying the issue which has effect on business performance. Manager in Hilton Hotel need to observe the behaviour as well as performance of front office department. Benchmarking : This is considered to be as best approach for identifying skills gap. This technique helps management in identifying the top performers. In context of Hilton hotel, workers in Front office department does not have effective communication skills. In addition to this, employees in human resource management does not have knowledge about laws.Marketing team in an enterprise does not have knowledge about market . 4. Analysing the way skills gaps which has effect on hospitality business Lack of an effective communication skills by front office department has lead to the loss of customers.As human resource department in Hilton hotel is unaware about the laws related to human resource management due to which an enterprise have to face legal issues which further have negative effect on business performance of Hilton hotel. Marketing team in Hilton hotel does not have knowledge about market and neither they have sales skills which has lead to the decline in sales of an organisation (Ariza-Montes, Arjona-Fuentesand Law, 2017). In addition to this, workers working in accounting department does not have knowledge about the accounting practices due to which company is facing issues in financial management. CONCLUSION It has been concluded from the report that hotel industry is contributing a lot towards economic development of nation.Study has also concluded thathospitality sector is very big and there aredifferent business which can be established. It has been concluded from the assignment that lack of skills by employees can have negative effect on business performance. 6
Management in Hilton hotel is provided with suggestion to make investment on training as well as human resource development, as this will assist an organisation in improving business performance. 7
REFERENCES Books and Journals Bolton, S.C., Laaser, K., McGuire, D. and Duncan, A., 2018. A neglected pool of labour? Frontline service work and hotel recruitment in Glasgow. European Management Review. Presbitero, A., 2017. How do changes in human resource management practices influence employee engagement? A longitudinal study in a hotel chain in the Philippines. Journal of Human Resources in Hospitality & Tourism. 16(1). pp.56-70. Bratton, J. and Watson, S., 2018. Talent management, emotional labour and the role of line managers in the Scottish hospitality industry: A roundtable discussion. Worldwide Hospitality and Tourism Themes. 10(1). pp.57-68. Nadda, V., Rafiq, Z. and Tyagi, P., 2017. Effectiveness and Challenges of Recruitment process outsourcing (RPO) in the Indian Hotel Sector. International Journal of Academic Research in Business and Social Sciences.7(2); pp.218-236. Otis, E. and Wu, T., 2018. The Deficient Worker: Skills, Identity, and Inequality in Service ` Employment. Sociological Perspectives. pp.0731121418766899. Xiang, Z., Du, Q., Ma, Y. and Fan, W., 2017. A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. Tourism Management. 58. pp.51-65. Ariza-Montes, A., Arjona-Fuentes, J.M., Han, H. and Law, R., 2017. Employee responsibility and basic human values in the hospitality sector. International Journal of Hospitality Management. 62. pp.78-87. 8
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