Operational Roles in Hospitality Industry

This assignment provides an overview of the operational roles within the hospitality industry. It highlights various aspects such as customer satisfaction, employee engagement, and corporate responsibility. The report also touches on the importance of leadership and management in achieving success in this sector.

The Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
Covered in poster....................................................................................................................3
LO.2.................................................................................................................................................3
4. Investigate a range of different operational roles within the hospitality industry,.............3
P.4. Range Of Differenty Operational Roles..........................................................................4
M.3. Skill Gaps Within Hospitality Industry..........................................................................5
D.2. Impact of Skill Gap On The Hospitality Industry..........................................................5
Conclusion ......................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Hospitality industry is one of the most important sector for the economy of United
Kingdom. Hospitality industry gas made up of about 127000 properties as well as it employs a
workforce of 1.6 million people (Jones, Hillier and Comfort, 2016). There two factors from
which this industry is composed with i.e, accommodations as well as sustenance. In hospitality
industry, accommodation is one the most important sector of the hospitality industry. In this
present report, Hampton Inn is being chosen for assessment. It is three start hotel in United
Kingdom which was founded in 1984 by Promus Hotel Corporation. The area served by
Hampton Inn are United States, Canada, United Kingdom, Latin America and Europe. This
present report will discuss the current structure, size, scope of hospitality industry in UK. This
assignment also explore the current as well as anticipated skill which are required in the
hospitality industry.
LO 1
Covered in poster
LO.2
4. Investigate a range of different operational roles within the hospitality industry,
Hospitality industry is one of the largest broad industry comparing to others. There are
various types of business or operations within hospitality industry which are food and beverages,
accommodation services, front house services, marketing and sales etc. In order to effectively
function and operations of hospitality business, these all departments or operations plays a very
important roles.
Accommodation services- This is one of the key departments of hotel industry. It is very
important that accommodation services should be very effective as it is very important tangible
product of the hotel (Kandampully, Zhang and Bilgihan, 2015). The accommodation services in
Hampton Inn is great and very effective to the customers. It is very important that guest should
receive the services according to his pay as well as there expectations.
Food and Beverages Services- This is also one of the most important function played by
the hospitality industry. It is role of food and beverages manager to forecast, plans and controls
the ordering of food and drinks for the guest or customers. In order to smooth functioning of the

hotel it is very important that the waiters should be skilled and knowledgable. The services
offered by the waiters or staff of the department leads to direct impact on the mind of customers.
Front-House Services- This is very important operation and function in hospitality
industry. It is very important that all should be in very delicate manner because it is the first and
the last impression on the mind of customers. Thus, it is the duty of manager to manage the
reception, reservation of room, telephony, cleaning and catering etc. The front house office of
Hampton Inn is very effective as well as efficient. It is true that none of the work in the hotel can
be done without front house office.
Marketing and Sales- Both these departments is the heart of the hospitality industry and
for Hampton Inn. Every business required promotion (Radojevic, Stanisic and Stanic, 2015). The
marketing team of the hotel is accountable for the converting prospectus into paying guest as
well as the spreading the brand message. It is also very important that sales and marketing
manager should remain upgraded with the latest marketing practices and channels such as social
media OTAs, content marketing etc.
P.4. Range Of Differenty Operational Roles
The organisation Hampton Hotel has to perform different roles:-
 Efficiency:- One of the crucial role of organisation is to perform the assigneedd tasks in a
very efficient manner (Radojevic, Stanisic and Stanic, 2015). most of the organisations
are required to make the most of various resources. Duplicacy in the raw material or the
job duties is wateful and inefficient. Cobnseuqently, a company will structure it's
organaistional goals accordibng to the productys and services being offered to the
consumers. A small hotel industry will use only a limited products with the motive of
offering it to the customer. Hampton Hotel, is offering the best services to its consumers
in the industry (Radojevic, Stanisic and Stanic, 2015).
 Decision Making:- Its a another role in the field of hospitality industry. Companies will
often structure their organisation to make the best decisionwhich is possible.
Consequently, companies may put their marketintg manager. in one of the four different
regions (Ali, Amin and Cobanoglu, 2016). It is much morte easier for a marketing
amnager to make local decisions in respect of consumer needs than a marketing manager
in a distant corporate office. Decision mnaking enable a manager to take the
responsibilities on his shoulder to fulfil the accountability toweards an organisation.

M.3. Skill Gaps Within Hospitality Industry
There is a skils gap within the hospitality industry because of following reasons:-
 Training Is Incomplete:- When the staff members will not be getting proper training,or
the training is not completed then, in such type of situtaion they will not be having proper
skills that are required in the hospitality sector. The training of employees shouild be
completed. at first priority (Kandampully, Zhang and Bilgihan, 2015). Because of
incomoplete training only the employees are not having proper confidencec or theyy arfe
not lloking confidentg enough at time of attending the customers.
 Staff Lack Motivation:- In some way or tyhe other, there is lack of motivation in the
employees. The hotel staff should check with the motive of ensuring that, what needs of
an employee is required top be fulfiled so, that the employee woud be able to give best
performance in the hotel industry.
 No Proper Training:- Along with providing complete training to the employees of hotel
stff, it should also be kept in mind that the employees are getting proper training, at the
workplace in respect of how to do the service in front of a consumer (Kandampully,
Zhang and Bilgihan, 2015). Right from the entry of consumer to the exit of consumer.
D.2. Impact of Skill Gap On The Hospitality Industry
The simple reason in respect of training not being gioven to the employee will affect the
Goodwill and the reputation of the Hampton Hotel. The soft skills have an enormous impact on
the performance of employee in the hospitality industry. Its quite another reason that, the
employees would be facing the problem of skill development and training because, the company
would be costing too much in training the employees (Kandampully, Zhang and Bilgihan, 2015).
LO.3
The internal and external factors that affect the hospitality industry are as follows:-
 Internal factors include all those factors that are within the control of an
organisation/enterprise.Hamptoj inn is such amn hiotel that is hacving a complete control
on its internal factors (Kandampully, Zhang and Bilgihan, 2015). List odf these cfactors
is as follows:-
1. Pricing:- It refers to the pricing of any product / service that are
manufactured or offered to the consumers by the Hamptopn Inn. This

factor affets the performance of hospitality industry because if the price of
any product or the service being offered to the consumers is high then, the
consumers will get refused and will not going to take service from that
hotel any more. So, the hotels should keep the pice of its products and
services at such level that, all the middle level and lower level consumers
can afford it (Ali, Amin and Cobanoglu, 2016).
2. Staffing:- It refers to the selection of such candidates that are capable of
giving service to the consumers in a well manner. Hampton Hotel is doing
the hiring of such candidates that are completely well trained and having a
good knowledge of the hospitality industry. The organaistion is focusing
on the trraininng of the employees that are not well skilled and having lack
of knowledge in this field. If the consuymers will not be getting best
services from the employees of hotel than, they will not going to steop in
that hotel from the next time (Radojevic, Stanisic and Stanic, 2015).
3. Marketing:- Every organisation whether, big or small feels a need of
markting of its products an dservices thtaits beinfg offered to tyhe
consumers. Now, marketing done by the organisatuion could be in any
form. Hampton Inn, is alsio involved in the marketing of its products. The
oerganisation is taking the help of pamphlets, brochures and other media
services with the motive of enhancing its reach in the whole UK. The
main motive of organisation is to provide sercvices to its consumers in
respect of staying in the hotel and also fulfilling their requirements in the
rtespect of food (Jones, Hillier and Comfort, 2016).
These are such factors, that are in full control of an organisation.
External factoerrs are those factors that are beyond the control of an enterprise. The
factors that are included in such factors are as follows:-
1. Industry Regulations:- These are those external factors that affect the
performance of an organisation by imposing of various laws and
legislations that are made by the government for boosting of economy in
different aspects. These regulations are framed and levied by the

government officials on the company and are always changeable iwth the
netry of new government (Jones, Hillier and Comfort, 2016).
2. Economic Climate:- It is the situation in which the people of a country are
on a budget and they are required to be cautious inb the respect of the
expense thart they are requirwed to made. On thb eother hand, when the
ceoniomuic climate is good peopleb are in a istuation to spend morte and
mkore money on the luxuy items like meal sin the restaurant and living
away from home etc. It directluy affects the services offered by the
hospitality and the tourism industeries (Kandampully, Zhang and Bilgihan,
2015).
3. Seasonal Conditions:- This dosen't only refers to the seassons of the year
but, also other evnt6asc or activitiesthrough out ther year.
4. Environmental Issues:- It refers to the increased number of visitors to an
area that can cause damage to the natural envirobnmnety as well as
increased level of pollution while thev buiolding work may overtake the
jnatural landscape and creat visual pollution.
5. Market Needs And Expectations:- The needs and demands and the wants
of a consumer keeps on changing on the regular basis and it ibnfluence
sthe facilities provided by the Hmapton Inn. It includes the regular shoert
breaks and inbouind tourists.
6. Service Preference:- It is closely linked to thevmartket needs anb
dexpectatiopns of the consumer. It is also related to how the service and
facilities will bwe providedto the consumer by th ehotel and service
industry (Kandampully, Zhang and Bilgihan, 2015). All the establishments
of the service industries are being promoted themselve sby the service
sindustries as per the needs and demands of the consumers and their
preferrences. Here, the customersa are having a choice as to where they
will take the buisiness o fhopspitality and serviec industry. It all depends
on the taste, cost, style, nutritional value as well as other factors tht ensure
that the customers will going to pick the same outlet for their purchase. If

customer choose a particular facility otr the service the business will
succeed.
LO.4
Current And potential trends and developments affecting the Hospitality industry are as
follows:-
 Catering To The Millenials:- These are expected to represent the travellers that aree elite
and traveeliong in business class in the planes. Hospitality industry is reuqirted to define
its strategies that are based on the demopgraphic detail of a group; personality traits and
habits. These people travel a lot and are considerted to be the early adopters of the
technology. It includes personalized interactions and are spontaneous. Hotels industries
want to please its customers with the easy check in hand along with the best dining
experience given to the customers during their trip to foreign nations.
 Tech Explosion:- The majority of guests inthe present time are self sufficient; tech savvy
travelers and fully comfortable in using the apps or the mobile websites. The hotekls are
required to make suire that the offerings are fully up to date and user is friendly with
them. In the business meetings and conferences,the industries should use high quality
tech equipments and a knowledgable supportive staff members.
 Influx Of International Visitors:- In the case odf international visirting, leisure is on the
rise. Many international travel agencies and hospitality industruies are the busiest airport
in the world. The hotels must provide services in a pool of languages or should have the
experts that are having knowledge of speaking various languages with the tailored
experience that properly suits to the culture and unique needs of the international visitors
(Ali, Amin and Cobanoglu, 2016).
 Increased Emphasis On The Health And Well Being:- In today's world the tourists are not
depending on anyone else i.e. on the hospitality industry for taking care of their health.
They themselves are very much aware and cautious about their health. Teh hotels are
responding to the needs qand wantsc of the customers with well equipped fitness centres;
pools; spas and etc. The tourists are expecting more and more of the innovattive servicves
from the end of hospitality industry. Moreover the growing trends include lighting; air
purification; yoga space; on room exercise equipment and even vitamin- infused shower
rate.

 Need For Seamless Technoology:- The seamless connectivity across the platform amn
dthe dwevices i sgrowuinghv more importantly. Most of the hotel groups are offering the
mobile checkion and digitalv concierge services.
 Sustaionability Rules:- The ecofiendly practices are becoming the norm as the properties
focus on the renewabkle ebnergy resiources and water scarcity. Most of the hotels are
installing solart pannels and updating syatems so that the air conditioners and lightiong
gets awitch off automatically when the tourists leave the room.
 Real Time Damage Control:- If the guests in the hotel are dissatified, then, they camn
complain on the socuial media. The hoteliers must be able to respond quickly. By
engaging wity the customers and responding to their needs these public forums help in
maintaing the positive guest relations.
 Unique Perks:- With lots of brands to choos e from the customers or the travellers are in
searcjh for sucha hotel that is providing or offering excellent services to the customers.
Some offer free wine daily just for tasting to their customers with the motive of getting
them attracted to theuir hotels (Radojevic, Stanisic and Stanic, 2015).
 Destination Promotion:- If anyb explosion takes place and that too on the social medioa
then, hotels would be more involved in the self promkotion and destination of that
particular place. Most of the hotels are featuring the images of guests and tweet them on
the websites and some arte still using the same material in their adverts campaign.
 New Roles For The Staff:- Most of the travellers seem to prtefer technology to human
beings- They justv want their clients to check in digitallyand not to mind if a robot iws
bein hired for delivering the room service (Radojevic, Stanisic and Stanic, 2015). This
will give the staff members an opportunities to focus more and more on the personlized
service as opposed to role tasks.
 Virtual Reality:- In present scenario, adoption of the technology is the only way that will
help any firm in the hospitality industry to do some innovation and to get famioliar with
th echangin tcghbnology. Increased accessibility of virtual; reality creates new marketing
and branding opprtunity for the hospitality and service industry. It has become a
replacement for the brochures. It herlps in leaving the little to the imagination.
 Chatbots:- It is a revolutionary weapon in the hospitality industry and helps the hiotels by
allowing the hotels to get interracted with either a person or any artificial intelligence.

Users are spending a considerable time on messaging apps and chatbots are having ahuge
potential in this field (Kandampully, Zhang and Bilgihan, 2015).
Conclusion
It has been concluded form the above rpeort that hospitality is an fastest growing industry
in the world. The above report discussed about vairopus business ni hospitality industry. The
report also desceribed range of different Operational Roles and different operational roles within
the hospitality industry.

REFERENCES
Books and Journals:
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management, 51, pp.13-21.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), pp.379-414.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal of
Contemporary Hospitality Management, 28(1), pp.36-67.
Wang, C.J., 2016. Does leader-member exchange enhance performance in the hospitality
industry? The mediating roles of task motivation and creativity. International Journal of
Contemporary Hospitality Management, 28(5), pp.969-987.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research, 39(2), pp.170-197.
Wang, C.J., Tsai, H.T. and Tsai, M.T., 2014. Linking transformational leadership and employee
creativity in the hospitality industry: The influences of creative role identity, creative self-
efficacy, and job complexity. Tourism Management, 40, pp.79-89.
Claveria, O., Monte, E. and Torra, S., 2015. A new forecasting approach for the hospitality
industry. International Journal of Contemporary Hospitality Management, 27(7), pp.1520-
1538.
Wang, C.J., 2014. Do ethical and sustainable practices matter? Effects of corporate citizenship on
business performance in the hospitality industry. International Journal of Contemporary
Hospitality Management, 26(6), pp.930-947.
Lederer, J., Van Niekerk, M. and Okumus, F., 2017. Burnout in the Hospitality Industry: The
Case of a Restaurant Manager. HOSPITALITY & TOURISM, p.81.

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