CHI Portfolio Project

This project explores the contemporary hospitality industry, examining its various sectors, operational departments, and the skills required for success. It analyzes the impact of skills gaps on the industry and proposes solutions to minimize them. The project also includes a SWOT and PESTLE analysis, highlighting key factors influencing the industry's growth. Desklib provides past papers and solved assignments for students.

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Unit Number and Title: Unit 1 - The Contemporary Hospitality Industry - CHI
Project Title: CHI Portfolio
Submission Format: Portfolio
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LO3 – LO4 Presentation and speaker notes
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Project Brief and Guidance:
PART 1
Introduction
Hospitality sector deals with a variety of people in their daily operations who visits a place
for their personal or professional purpose. It includes a wide range of services such as includes
event planning, transportation, lodging, travelling and tourism. The present report is based on
Travelodge hotels which is a hotel chain having headquarter at England, United Kingdom. The
firm is employing more than 11,000 employees in their over 520+ hotels in UK, Ireland, Spain.
This report will discuss the different type of business, operational and functional departments
along with the contribution of hospitality sector in local, national and international economies.
Further, This report will also discuss the operational roles and skills required for these roles.
Lastly, PESTLE and SWOT analysis along with the implications of current and potential trends in
hospitality sector.
1. A list or chart showing different industry sectors with the type of establishments in
each, including tourism organisations that are linked to the Hospitality sector.
Hospitality industry plays a major role in any country which provides the services to the
visitors from other countries. The growth and success of hospitality business depends upon the
satisfaction of consumers. There are various type of businesses in hospitality sector as discussed
below:
Lodging Accommodation: This sector includes hotels, resorts, campgrounds etc. which
provides accommodation and food services to the customers (What Are The 4 Segments Of The
Hospitality Industry, 2018). These hotels needs to provide the quality and efficient services to the
customers for their comfort. Hospitality sector is trying to improve the accommodation services
provided by the lodging accommodation business.
Food and Beverage: This segment deals in restaurant and catering services provided to

the customers. There are various categories in this as discussed below: Quick Service Establishment: In this, quick services provided to customers such as
drinks, meals and snacks with few employees. Catering Businesses: It provides food and beverages services to the customers for special
occasion such as wedding, birthday parties etc. Full Service Restaurants: These provides the full meals to customers such as main
course, meals and drinks. People visits these business and receive the ordered food on
table.
Travel and Tourism: This sector deals in providing airlines, cruise ships, trains and crew
members for service to customers. This sector is very necessary for the growth of hospitality
industry as it provides the visitor which stays in the hotels for which the hospitality industry
works (Boella and Goss-Turner, 2013). Entertainment: It is also necessary for a great experience of the customers while staying
at a new place. Some experience are discussed below: Marinas: In this, Yacht is provided to customers for party purpose in which games, dance
and enjoying took place. Sports and Gaming- These includes pools, Casinos and other activities which are
necessary for fun.. Cruise: In this, people travel in the oceans for sailing under the blue sky.
 Nightclubs: In these, people go for having dance, drinks and other fun activities for
spending quality time with friends.
Hospitality sector provides a wide range of products and services such as lodging, suites,
resorts, banking, online booking, reservation, internet, laundry etc. which are required by the
visitors based on the experience they wants to get.
2. Size of the industry and its impact and contribution to the UK Economy
Hospitality industry is growing at a rapid pace which is currently contributing 10% in the
GDP of world. Hospitality sector is growing globally and promoting the growth in the various
cultural environment. It is expanding their services at international, national and regional levels.
This industry includes various sub sectors in which restaurant and travel sector plays a major role.
It was recorded that 700 million tourists travels to UK with an annual growth of 4.9%. Hospitality
sector is providing around 10% employment in the UK which is approx. 2.5 million people
(Brotherton, 2012). Because of the hospitality industry, firms such as McDonald’s, Pizza Hut,
Burger King has already launched their stores and outlets to the places which are famous among
the visitors and this is contributing in the development of economy of a nation. Also due to the

increased opportunities in employment and economy, the living standard of the people also
improving which is a positive impact. According to the British Hospitality Association, there are
more than 500,000 employees who are currently working in the hospitality sector of UK.
Hospitality companies are using franchising and licensing agreements for expanding
internationally which provides the growth opportunities at the international level (Khan, 2014).
3. Give an example of licencing or franchising for a business of your choice and analyse
its contribution to the economic worth of the industry.
Use of franchising and licensing agreements in influencing the global development
Franchising: It is the process in which a firm or franchiser provides its products or
services, brand name to the franchisee for expanding the business operations. For example:
Travelodge can use franchising for expanding their business operations. This can be done by
coming in agreement with another hospitality firm to provide the services in the name of
Travelodge.
Licensing: It is the agreement between firms in which a firm provide the right to another
firm for using its intellectual property or produce a company's product to the licensee for royalty.
Through this, Travelodge can share their resources and services with another firm in order to
enhance the sales and profit of the firm.
Franchising and licensing are useful for the firms in improving their sales and
profitability. These options are supporting the hospitality firms in the global development as the
firms needs less money and resources by using these two methods for expanding their business
operations.
4. Three examples of products or services indicating their nature, whether tangible or
not.
Tangible products and services
 Food: These are provided to the customers when they are staying in the hotel. These
eradicate the hunger among the visitors so that they can travel without any issues.
 Rooms: These are provided to the customers so that they can take rest and sleep
comfortably due to the stress. The Travelodge is providing rooms equipped with AC, wifi
etc. so that customers can stay properly without any issues.
Intangible products and services
 Room services: In this, customers can order whatever they want from their rooms and

management will make sure that the requirements of the customers are fulfilled. The room
service of Travelodge includes, dinner, breakfast and lunch in the room.
 Housekeeping service: These are essential for the Travelodge as they cleans the room
after visitors leave their rooms as well as to prepare the rooms when new visitors arrive at
the hotel.
5. Review the inter-relationships between functional and operational departments in a
hotel of your choice.
Hospitality businesses requires several departments which perform their own work in
order to accomplish their goals. These departments are necessary for the smooth running of
Travelodge hotel. Some of these department are given below:
Operational Department: This is concerned with the design and control of business
operations which includes several other departments as discussed below:
 Front Office: It is the first department noticed by the customers while visiting the
Travelodge. It also acts as a communication system between the various other
departments. It keeps the data of visitors, front office cashier, registration section etc. This
department handles the cash data, rooms available, check in and check out etc. of the
visitors arrives in Travelodge (Bharwani and Butt, 2012).
 Housekeeping: This department handles the cleanliness in the rooms of Travelodge. The
front office provides the information of room to be cleaned to this department.
Functional Department: Functional department of Travelodge includes accounting,
manufacturing, marketing, human resources department etc. which perform their work for
improving the performance and productivity of the Travelodge. Accounting: This department monitors the financial activities of Travelodge with the help
of skilled employees provided by the HR department. This department manages the cash
receipts, operating data and banking, processing of payrolls etc. of the Travelodge.
 HR Department: It is responsible for hiring, training and firing of employee of
Travelodge. This department with the help from finance department use several
techniques for hiring the talented employees in Travelodge.
With the help of these above discussed departments, Travelodge can perform their work of
providing the services to the customers in an effective manner. These departments are interrelated
for performing their role in accomplishing the organisational goals. When both of these functional

and operational departments of Travelodge will work coordinate in proper manner, then they can
provide their services to the customers in effective manner. These effective services will ensure
the satisfaction of customers. For example: Front office is a operational department which needs
help from finance and HR department which is an operational department. The finance and HR
department will provide the skilled workers and funds to the front office for ensuring the smooth
running of the business operations of the Travelodge. The operational and functional department
needs to work together so that the productivity and performance of the hotel can improve along
with the profit and sales.
6. Using the template given to you, provide an overview of the type of staff and skills
required in the industry, showing skills gaps, the impacts they can have on businesses
and possible solutions to minimise them.
Types of staff (at
least three
different staff
roles)
Skills required Skills gaps you
can identify
Impacts of these
skills gaps on the
industry
Solutions to
minimise these
impacts
Engineering Technical skills
and management
skills
Time
management
skills lacks in
this person for
effectively
executing the
work in given
deadline.
Due to weak time
management
skills, Employees
of engineering
department will
not be able to
complete and
modification of
IT equipments
and tool which
can cause
inconvenience
for visitors and it
will lead to low
image of
industry.
Training must be
provided to them
for managing the
time and work
properly.
Receptionist Technical,
communication,
and management
skills
Communication
skills lacks due
to which these
find it difficult to
interact with the
visitors
If these skills are
not proper then
receptionist
could not interact
in proper manner
with the visitors
Training must be
provided along
with the reading
of books and
novels for
improving

which can leads
to low
satisfaction
among visitors.
communication
skills.
Housekeeping Management and
communication
skills
The management
skills and
interpersonal
skills lacks due
to which they
could not interact
with reception
team properly.
If these skills are
not improved
then they could
not communicate
with reception
team for getting
required
information
regarding the
vacant rooms,
rooms to be
cleaned etc. due
to which
inconvenience
can be caused for
visitors.
Management
should convey
the importance of
reception in the
house keeping
department for
ensuring
availability of
clean rooms.
CONCLUSION
It has been concluded from the above report that hospitality sector includes divisions such as travel
and tourism, food and beverages, lodging facilities etc. Which are necessary for the visitors. Hospitality
businesses requires several departments such as Front Office, Housekeeping, accounting, marketing, human
resources department etc. which are controlled by the people having suitable skills and knowledge. SWOT
and PESTLE analysis are useful for firm for determining the factors which can impact business operations.
Also the management of hospitality firms need to determine the current and potential trends of hospitality
sector for getting the growth in the market.
PART 2
Presentation slides

REFERENCE LIST
Books and Journals
Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality industry: an HR
perspective. Worldwide Hospitality and Tourism Themes. 4(2). pp.150-162.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry: A
guide to best practice. Routledge.
Brotherton, B. ed., 2012. International Hospitality Industry. Routledge.
Gin Choi, Y., Kwon, J. and Kim, W., 2013. Effects of attitudes vs experience of workplace fun on
employee behaviors: Focused on Generation Y in the hospitality industry. International
Journal of Contemporary Hospitality Management. 25(3). pp.410-427.
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.
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.
Khan, M.A., 2014. Restaurant franchising: Concepts, regulations and practices. Apple Academic
Press.
Legrand, W., Chen, J. S. and Sloan, P., 2013. Sustainability in the Hospitality Industry 2nd Ed:
Principles of Sustainable Operations. Routledge.
Lub, X., and et. al., 2012. Different or alike? Exploring the psychological contract and
commitment of different generations of hospitality workers. International Journal of
Contemporary Hospitality Management. 24(4). pp.553-573.
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.
Online
What Are The 4 Segments Of The Hospitality Industry. 2018. [Online]. Available through:
<https://www.hospitalitynet.org/opinion/4082318.html>.