Contemporary Hospitality Industry Report

This report analyzes the contemporary hospitality industry, using Qbic Hotel as a case study. It examines the industry's scope, scale, and diversity, explores the organizational structure of hospitality organizations, and highlights key players like Hilton International. The report also delves into staffing requirements, responsibilities, and qualifications needed for hospitality staff, providing insights into the industry's workforce dynamics.

The Contemporary Hospitality
Industry
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Table of Contents
TASK 1............................................................................................................................................3
1.1 Current scope, scale and diversity of hospitality industry................................................3
M1 Major operator in UK, types of products.........................................................................4
1.2 Organisational Structure of different hospitality organisation.........................................4
M2 International brand and its structure................................................................................5
1.3 Hospitality related organisations and related bodies........................................................5
TASK 2............................................................................................................................................6
2.1 Staffing requirements of various hospitality businesses..................................................6
2.2 Responsibilities, roles and qualifications required for hospitality staff...........................7
TASK 3 & TASK 4 covered in PPT................................................................................................8
CONCLUSION................................................................................................................................8
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INTRODUCTION
Hospitality is one of the major source of revenue generation as well as source of
employment in various nations of the world. It is an independent sector and has supported many
outsourcing companies of the world (Chathoth, et.al., 2016). Almost 2 million people are
employed in this sector that clearly shows that it has been given chances to many youngsters to
prove their talent and skills. Travel and tourism sector is also a part of it.
In this report, current image and staffing requirement of Qbic Hotel will be described.
Looking at the future forecasts of this sector there will be increase in business rates and after the
exit of UK from EU there will be potential availability of labour.
TASK 1
1.1 Current scope, scale and diversity of hospitality industry
Qbic provides support and value added services to various countries ranging from hotels to
restaurants. This sector includes leisure venues, sports events, travel business, corporate hospitality
and many more industries. There is 62% existence of females which is appreciable and shows that
every genre is interested in this industry. It assists traditional hospitality firms too. Qbic employs
young workers of 30 years. There is prediction of 300,000 fresh jobs by British hospitality
Association (BHA) which is an opportunity for future society.
It represents almost 14 sectors like hospitality services, pubs bars and nightclubs,
gambling, contract catering, membership clubs, hostels, holiday parks, self-catering, visitor
attraction, tourist services, travel services. As demand has been increased in this sector so
economy is forecasted to grow to 2.66 million in the near future. All sectors are connected with
each other having socio-economic backgrounds. Its diversity is significant as guests of different
backgrounds are handled by employees and they look forward for some travel service too.
Qbic has exciting growth plans and expertise Cerebus capital Management. In Future it will
purchase suitable buildings for presentation and conversation, for rebranding and procure hotel
development sites in emerging city of UK (Filimonau and Brown, 2018). Its environment is
friendly, curious and imaginative. Many pre-planned projects under construction or are running.
Qbic has existing buildings and its services are more developed which employs 1.8-2.4 million
people in UK. It has its portfolios that involve luxurious, full service, focussed and spanning
upscale service. It has diversified development and growth. In present scenario of UK, it is facing
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many challenges related to economy. However, in future it will be going to see good development
instead of slow and steady growth rate.
M1 Major operator in UK, types of products
Hiton International can be one of the major hospitality operator. It forms a company with
Conrad Hilton as President in 1960. its products are displayed as Hilton pharma (Brotherton,
2015). In hotel it has attractive pillows, linens, bedding style, comforters, mattress toppers etc. it
helps customers by providing authentic services and luxurious bedding style.
1.2 Organisational Structure of different hospitality organisation
There are various types organisational structure namely functional, divisional and matrix
structure. Functional structure production, marketing and sales department work for according to
their knowledge and talent. It works very properly and systematically. Divisional department is
used in large scale organisations that have separate smaller firms and is regulated in a wide
geographical area which covers various kinds of market areas and innovative products. Lastly,
matrix structure is hybrid of functional and divisional structure. It is used in multinational
companies for the advantage of their structures and covers some managerial territory.
Organisational structure of Qbic is a fine example of divisional structure structure which is divided
into many sub-divisions like management, ownership, and franchise and timeshare division. Its
size is massive and around 140 million guests are welcomed every year (Peters and Foss, 2016).
Various operating departments are formulated by sub-categories and all are advanced and
sophisticated that possesses enhanced facilities which satisfy their customers.
For business meetings and common gatherings suites, halls and best-sized conference
places are available. A presentation hall must be maintained for business class that can adjust and
can work accordingly. Top priority is given to Room Division Manager which sorts out all
complaints. Customers depend on this department and all their queries are sorted in this
department. Main role of it is providing good services so that they repeat their visit in this hotel
and increase its profitability.
Profile of Guest service coordinator is governed by Guest Relation manager. While, Front
department administers the work of assistant manager and senior receptionist. All activities are
handled by lower receptionists. Queries through phone and customer call records are managed by
reservation officer (Chen and Raab, 2017). He makes pre-bookings and also convinces other
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customers to visit the hotel. These records are then managed by head of the department who assist
guests if some problem arises.
On the other hand, Wilton is a theme park and has different organisational structure. Chief
executive manages the department and handles all problems related to it. Then all financial
activities are managed by Financial Director which takes care of accounts department and HR
administration (Lee, Hallak and Sardeshmukh, 2016). All legal issues and judicial matter is also
handled by the head. HR takes responsibility of hiring qualified people so that all goals and
objectives are fulfilled by them. Proper coordination is required so that there are no chances of
miscommunication between employees. Purpose of billing and accounting is solved by accounts
section effectively.
M2 International brand and its structure
There are various types organisational structure namely functional, divisional and matrix
structure. Functional structure production, marketing and sales department work for according to
their knowledge and talent. It works very properly and systematically. Divisional department is
used in large scale organisations that have separate smaller firms and is regulated in a wide
geographical area which covers various kinds of market areas and innovative products
(Mohammed, Guillet and Law, 2015). Lastly, matrix structure is hybrid of functional and
divisional structure. It is used in multinational companies for the advantage of their structures and
covers some managerial territory. Organisational structure of Qbic is a fine example of divisional
structure which is divided into many sub-divisions like management, ownership, and franchise and
timeshare division.
1.3 Hospitality related organisations and related bodies
Hospitality takes responsibility of assessing many professional bodies. Examples are
British Institute of Innkeepers, People 1st, Springboard UK and The British Hospitality
Association is the best ones.
People 1st: it is responsible for certification of institutions and colleges and provides sessions based
on learning and information so that they can be properly certified and justified. They provide
consultancy and high-quality research that results in specified solutions (Seilov, 2015). It believes
in providing tailored services and work with institutions so that unique demands of individuals,
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people and businesses can be met easily. It provides training related to sustainability and
vocational education training and support policy, skills strategy and institutional change.
Springboard UK: It helps to nurture young and skilled people and attain their goals by supporting
them with employment in hospitality sector. It provides free career advice, pre-employment
training, guidance and skill development opportunities. It offers learning and education practices in
schools and promotes hospitality and tourism industry (Mooney, Harris and Ryan, 2016).
Corporate social responsibility's demands are also met by Springboard UK.
British Institute of Innkeepers: It supports all working individuals across licensed hospitality
industry and represents their values and skills of broad range of prestigious member which benefits
involvement of newsletter, business magazine, mentoring service, financial and general business
issues, events of members.
The British Hospitality Association: It acted as voice for UK's tourism and hospitality sector and is
also a trade body. It helps in representing demands of every part whether it is medium or large. All
types of professional standards are being supported and promoted by it and help in upgrading skills
of employees which strengthen their morals (Gao, et.al., 2018). Its membership includes catering,
clubs, hotels, restaurants and leisure establishments.
TASK 2
2.1 Staffing requirements of various hospitality businesses
High variations are required for different organisations. They have different responsibilities
and roles that equally distributed in this organisation. For proper functioning of departments stff
coordination is main feature to be considered. This feature is focussed in all industries like
accommodation, travelling services, food services and various other sections. Food service
department takes responsibility of delivering good food and proper service. In hospitality sector
major emphasize is given on providing better services so that customers get satisfied and no
complains are gathered in future. Normal chefs and head cook handles general staff that takes look
on daily menu of hotel (Nachmias and Walmsley, 2015). They ensure that trendy food items and
beverages should be served by staff members so that they get appreciated by customers. They
should be escorted to their destination with full greetings. Till this, staff should respect them in all
respect. Another major factor that has to kept in mind is maintaining health and safety of each and
every department. Customers should be provided with processed and hygienic food and cleanliness
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should be maintained. This point has to properly admired by housekeeping staff which takes prime
responsibility of keeping hotel healthy and amicable. Then, comes the role of front desk
management where guests makes their presence firstly and clears all bills and book their rooms. It
is the responsibility of front desk officer to provide better rooms that suits customer's demand.
Travel agent side by side plays a major role by providing exciting trips to them. It handles central
and operational sector of hospitality industry (Fok and Yeung, 2016). There should be transparent
relationship between working staff and employees. These staff members should be employed and
trained on monthly or annual basis. It is required so that peaceful and friendly environment is
maintained and customers enjoys their trip and leave hotel with a smile on their face.
2.2 Responsibilities, roles and qualifications required for hospitality staff.
Qbic has a responsible staff and front office team does work of IT. Its major goal is to
provide tip top service and make customers feel completely relaxed. It uses every bit of second to
attract customers and perform all kind of activities that could satisfy them completely. Its major
role is coordinating with supervising staff, departmental operations, customer service and
managing budget. These roles of members should be organised and conducted in systematic way
so that confusions can be avoided. Customer assures his repetition after getting the best customer
service from staff members (Pan, 2015). Thus, it is the prime responsibility of them to deliver
satisfactory services. It requires proper training of staff and special type of qualification. Thus,
employees of Qbic are from commerce background and all have an associate degree with him.
Managers of the hotel pertains administrative, human resource, organizational and interpersonal
skills. They all are well-trained and educated and practical training are provided to them. They
perfectly know how to deal with customers.
Inventory should be handled and should be available at correct time. There should not be
inadequacy related to stock. Employees of Qbic are above 16 years of age. They should have keen
interest in job. Selected should be discipline and reliable so that customers can properly convey
their problem to them. Punctuality matters the most whenever they arrive for service. They all
must know present trends and upcoming advancements. They should know what all new and
innovative food items are introduced in hotels. These factors improve reputation and attract more
customers in the hotel (Kong, Wang and Fu, 2015). It also helps in sustaining in competitive
market and increase its branding so that customer loyalty can be retained and more visitors are
generated.
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TASK 3 & TASK 4 covered in PPT
CONCLUSION
Thus, it can be concluded that Qbic performs its roles and responsibilities very seriously
and takes use of all possible advancements. It is efficient in managing its staff and provides the
best customer service. It believes in maintaining healthy and friendly environment and all
operational, managerial and legal issues are properly managed by it. Hospitality is a major sector
of employment in world's economy. On the other hand, travel and tourism is also supported by it.
Customers get connected to hotels, clubs, spas, restaurants online and order products of their own
choice. Thus, digital technology is also playing a vital role in this sector.
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REFERENCES:
Books & Journal
Geus, S.D., Richards, G. and Toepoel, V., 2016. Conceptualisation and operationalisation of event
and festival experiences: Creation of an event experience scale. Scandinavian Journal of
Hospitality and Tourism. 16(3). pp.274-296.
Jordhus‐Lier, D., Coe, N.M. and Bråten, S.T., 2015. Contested growth: the development of
norway's temporary staffing industry. Geografiska Annaler: Series B, Human Geography.
97(1). pp.113-130.
Khoo-Lattimore, C., Prayag, G. and Cheah, B.L., 2015. Kids on board: Exploring the choice
process and vacation needs of Asian parents with young children in resort hotels. Journal of
Hospitality Marketing & Management. 24(5). pp.511-531.
Kim, S.S., Im, J. and Hwang, J., 2015. The effects of mentoring on role stress, job attitude, and
turnover intention in the hotel industry. International Journal of Hospitality Management.
48. pp.68-82.
King, C., Chen, N. and Funk, D.C., 2015. Exploring destination image decay: A study of sport
tourists’ destination image change after event participation. Journal of Hospitality &
Tourism Research. 39(1). pp.3-31.
Knox, A., Warhurst, C., Nickson, D. and Dutton, E., 2015. More than a feeling: using hotel room
attendants to improve understanding of job quality. The International Journal of Human
Resource Management. 26(12). pp.1547-1567.
Kong, H., Wang, S. and Fu, X., 2015. Meeting career expectation: can it enhance job satisfaction
of Generation Y?. International Journal of Contemporary Hospitality Management. 27(1).
pp.147-168.
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