The Contemporary Hospitality Industry

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The Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Different types of business within hospitality and products and services offered...........1
P2. Range of operational and functional department.............................................................2
M1. Hotel Travelodge structure and interrelationships among different departments:..........3
P3. Direct and indirect impacts of hospitality industry on UK economy and other countries
also..........................................................................................................................................4
M2 & D1 .Franchising and licensing agreement has influenced global development of
hospitality industry ................................................................................................................4
TASK 2............................................................................................................................................5
P4: Range of different operational roles within industry.......................................................5
P5 Review the skills requirements for the roles mentioned above for hospitality industries.5
TASK 3 ...........................................................................................................................................6
P6 Macro environment factors and their impacts on hospitality industry .............................6
P7. SWOT analysis of a hospitality organisation...................................................................7
TASK 4............................................................................................................................................8
P8 Analysis the implication of current and potential trends affecting the hospitality industry in
UK..........................................................................................................................................8
Ability of Travelodge to develop products and services that will meet current trends........9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Hospitality industry have now become the major for the generation of revenue in the
economies. This sector is also termed to be as the independent of the all sectors which are
available among the countries. Hospitality industry is the world wide spread and fastest growing
industry which aims at the satisfaction of their customers by providing them variety of services
according to their needs. The core element for the Hospitality industry is that it deals in
rendering various services such as travel and tourism , transportation, lodging, transportation
facilities etc. this report is based on the exhibition venue which has been organised for the school
leavers to motivate them about their careers in hospitality industry. This assignment will state
about the different type of hospitality business and their products and services. In addition to
this, the effort of hospitality industry in local , national and global market. Lastly . The strength,
weakness , opportunities and threat and all those factors which are affecting the business of
hospitality is also been discussed in this report.
TASK 1
P1. Different types of business within hospitality and products and services offered.
Hospitality sectors is the vital component for the development of the economy. It
facilitate the economy towards the growth and success because it focuses on rendering services
to the travellers who visits to the nation for experiencing the beauty and spending their time.
Withal it is essential for the organisation which is operating their business in hospitality sector to
satisfy their customers needs and expectation by providing quality of services to their travellers
like better accommodation, transportation etc. rendering quality and better facility will lead the
organisation towards the growth and success( Radojevic, Stanisic and Stanic, 2015). There are
various business within hospitality along with their products and services which they offers are
mentioned below :
Lodging accommodation : The main concern of the hospitality business is to serve their
customer with the best quality of accommodation. This deals in providing luxurious hotels,
resorts and food services in order to enhance the business , its size and scope in the market

place . These sectors consider the demand of the customers and provide them facilities as per
their needs.
Food and Beverage: these sectors are those which have been created for satisfying the
demands and needs of their travellers. There are various categories in this sectors which have
been mentioned below :
 Quick Service Establishment: Quick service establishment are those which are also
coined to be as the fast food services. These are such as drinks, meals and snacks which
are the quick services offered to the customers and are called minimal table
service(Jauhari, Rishi, Bharwani and Butt, 2012).
 Catering Businesses: These are those services provides their services on an special
occasion like weeding, events, etc. Full Service Restaurants: these focuses on the offering of fine dining facilities with the
varieties of foods and beverages available with the table so that all the visitors visiting
these organisation can easily order the food and meal of their own choice.
Travel and Tourism: Travels and tourism is the essential element of the tour and travels
company as it render services in the field of airlines,cruise ships, trains, marine etc. to their
potential travellers. These sectors not only focuses on taking the travel and tourism services but
also deals in providing the services of accommodation and meals to their customers. This
business has its size spread on the large scale and in the world wide(Kandampully and Bilgihan,
2015).
Entertainment: It is the most important component of the sector like hospitality. It deals
in providing services to their customer for their better experience like games, entertainments etc.
Time share- This part of the hospitality consists of villas, conventions and resorts where
the visitors make their bookings in advance and reserve place of their own to spend quality time
at particular location for a short duration of time.
P2. Range of operational and functional department.
Every departments have their own function and each one of them is required to carry out their
task in the most effective manner so that the goals and aims which have been targeted by the firm
can be achieved within a period of time. The hospitality industry is also required to have several
department so that the work can be performed in the appropriate manner. This will enable the

business of the company like Travelodge in their smooth functioning. Some of these divisions
are given as below:
Operation department : these department are the one which helps the organisation in executing
their operations in the best possible manner. Some division of these departments are mentioned
beneath : Front Office: This is the one who is responsible for carrying the operation in the
systematic manner as they are the first one to deal with the visitors who have come to
stay at the Travelodge. These undertake all the activities like dealing and interacting with
customers, solving their issues and enabling them with the all necessary
information(Wang, 2014). All the department of the front office such as cashier,
receptionist, reservation desk works under this. It all handles all the issues, cash records,
room availabilities, check in , check out desk of their visitors. Housekeeping: Housekeeping department of the company like Travelodge is the only
department which is responsible for the hygienic and cleanliness of the hotel so that the
visitors can enjoy the environment full of hygiene and free from the disease. These
department also ensures that the guest who visit to the hotel travel lodge do not feel
awkward and embarrassed while experiencing the services of the hotel.
Functional Department: These departments consists of various functional department of the
company like Travelodge who works towards the productivity and profitability of the Travelodge
and also help them in maintaining proper profitability level these departments consists of several
subdivision such as finance department, HR departments. Finance Department: This department is the one who is responsible for the allocation of
the funds, management of the funds, resources, and all those expenses which the
company is going to incurred in the near future. This helps the business of travel expense
in identifying the financial position of their business( Kwon and Kim, 2013).
 HR Department: These departments are the one responsible for the hiring, recruiting,
selecting the most suitable candidates as per the requirement of the hotel so that the hired
employees or worker can treat the visitors in their best possible manner and provides
them with the better experience at the hotel.

M1. Hotel Travelodge structure and interrelationships among different departments:
The business of Travelodge follow a proper series from top to bottom in their
organisation from dividing their roles and responsibilities in the workplace. The interlinkage
between these department is much more higher than another other departments. As this linkage
will help the Travelodge in determining the needs , taste and preference of their customers. This
also focuses on the various needs which customers have regarding their reservation, front desk ,
check-in, check out and accommodation so that the company can full fill also the expectation of
the customers when they enter the hotel premises with best and excellent quality services.
P3. Direct and indirect impacts of hospitality industry on UK economy and other countries also.
In current trends business are operating their task just to achieve growth and
sustainability in the market ans also to hold large market share by attracting mass op people
towards the quality of products and services of their brands.(Bharwani and Jauhari, 2017). The
success and growth of the organisation have also impacted the local, international and national
economy of the world. These impacts are described below :
Local economy- To increase the growth and profitability the Hospitality industries have
focus on satisfying the needs and wants of their local customers first so that the firm can achieve
the growth at local level of the economy. From the report of UK hospitality sector, From the
reports available, it has been understood that hospitality industries not only satisfy the demand
but also wants their customers to spend more for having better and luxurious services. Through
which it can be stated that hospitality industry have high amount of impact on the economy.
National economy- As the hospitality industry is the world third largest sector which is
growing across the nation with the rapid increasing rate. This is the fastest developing industries
among all the sector. According to the conducted survey, approximately 4 millions of job
opportunities to individual are render by the respective industry which leads to the increased
growth of the economy(Solnet, Kralj and Baum, 2015).
International economy – These organisations are those which render their services
outside the world and to the host country. This has leads to the maximum growth and
profitability of this sector. The survey reports states that around 800 million travellers have
visited in the UK that have increases the annual growth rate to 20%.This states that hospitality
sector have positive impact on the both national economy as well as international economy.

M2 & D1 .Franchising and licensing agreement has influenced global development of hospitality
industry .
According to the survey conducted by ONS, hospitality industry have employed 60000
employees till the date. This has also lead the fast food chains based multinational to operate
their business with the help of franchising for which the licenses is being provided by the
government . Fast food chains like McDonald's, Burger King, Pizza Hut etc. Licensing and
franchising have the positive impact on the development of the global market of the hospitality
industries. This has also increased the job opportunities for the employees and has lead the
economy towards the development and growth and also to maintain the sustainability in the rate
if growth(Liat and Huei, 2014).
TASK 2
P4: Range of different operational roles within industry.
There are different range of operational role in hospitality industry which are effectively
managed and controlled within the organisation so that the customers get attached to the
organisation due to the high level of performance and services provided by industries. Every
individual in the operational units are required to perform their own roles and responsibilities
which have been assigned to them . These are as follows.
Role of room division manager: In this the room division manager perform several
functions starting from guiding the workers about their duties of housekeeping and the work of
front office. They also interconnect with several department to increase their coordination and
for providing the services to their travellers in the best possible manner. They also helps the
travellers by providing them the services of front desk and the solution to their every problems in
order to built strong relationship with their clients(Ali, Amin and Cobanoglu, 2016).
Role of Receptionist: the Role of receptionist is to make the form of registration of their
visitors and also enables their visitors with the regular and necessary information regarding their
rooms, keys. In the organisation like Travelodge the roles and responsibilities of the receptionist
is to coordinate with the housekeeping staff about the hygiene and cleanliness which should be
maintained. It is vital because receptionists the only one to whom the visitor is going to interact.
They also takes informations from the guests that are related with their private content,
fascinated areas, intent of coming etc. so that services can be provided to them consequently.

P5 Review the skills requirements for the roles mentioned above for hospitality industries
For performing a range of activities it is important for individual to have several skills
and capabilities which will lead their performance to the level of excel. These skills are as
described below :
Management skills : The skills of managing the organisation is very important for the
business like Travelodge . This skills of management will enable the workers to work effectively
by managing their performance, resources, tools and techniques available to them. This skills
will also allow them to manage their time frame to execute the tasks so that the goals of the firms
can be achieved within a duration of time and the customers of the hospitality industry are
satisfied with the services which have been prevailed by the industries(Prud’homme and
Raymond, 2013).
Communication skills: This is the most essential skill that has to be present in the
organisation like hospitality industries. This skill will allow managers as well as employees to
communicate with the travellers regarding their needs and wants. If the employee of the
company is not able to communicate the information to their visitors or client the customers will
not be satisfied and may face difficulties. These skills are basically required by respective who
are working in housekeeping section because they have to convey with several departments for
maintaining cleanliness in each area of hotel.
Technical skills : These skills are required in the hospitality industry to carry out their
operative activities. At present every organisation seeks to have a position in the market place for
which they keeps on providing motivation and training to their staff in order to carry out the
assigned roles and responsibilities so that the trained staff can work with the advance tools and
equipments to provide their customers with the better level of satisfaction( Ozturk, 2016).
TASK 3
P6 Macro environment factors and their impacts on hospitality industry .
Political: these factors are those which focuses on all the government interventions, rules
and regulation and laws which have been enforced and can influence the profitability and growth
of the business like hospitality industries in both the aspects. As the rate of the VAT over the UK
economy is stable from last 8 years so it is benefit to them whereas the tax rates over there keeps
on changing in a frequent manner. So in order to survive in the UK economy with the increased

rate of profitability the company have to focus more on reducing the impact of tax rate on their
industry.
Economical: the business of Hospitality industry can also be impacted due to the rapid
and frequent changes in the rate of inflation as it increases the general price level of the products
and services. The hospitality industry established at UK may suffer more due to the BREXIT
affect.
Social: these are those which includes tradition, culture, norms and ethics and customers
taste and preferences which may have great impact on the business of hospitality industry in both
positive and negative manner.(Torres and Kline, 2013). Customers needs and expectation may
change any time or it can be said that it keeps on changing over a period of time as per the
situation avail in the market and can shift to other industry which has negatively impacted the
business. But in order to reduce this the business have arranged various programmes and training
sessions so that the workers can be trained can can identify what exactly the customers needs and
wants are and can increase the profitability of the business.
Technological: It includes all those technological advance which can impact the business
of hospitality industry and its growth. as the competition in the market is increasing rapidly the
company like Travelodge must focus on the use of advance technologies and should provide
their customers with some benefits regarding their visits. the company here will focus more on
providing the free discounts on the online booking etc. whereas the companies which are
operating world wide such as Marriott and Hilton will not use these discount so it can have
adverse effect for the development of the hospitality industry.
Environmental: various laws and rules and regulations have been enforced by the
government which can impact the business of hospitality industry in both positive and negative
ways. Company like Travelodge has a structure designed in such a way which does not harm
economy and helps the business to attract more customers due to the greenery in their hotel at the
front. Whereas the business of Hilton and Marriott will not adhere to this and can impact the
organisation and industry growth in the negative way (Kim, Vogt and Knutson, 2015).
Legal: It includes health and safety, equality act etc. that can impact positively or
negatively on the hospitality organisations. Through checking all these laws and legislations
which have been formulate the organisation can motivate their employees to work with their
efforts following all the rules.

P7. SWOT analysis of a hospitality organisation
SWOT analysis will enable the business in identifying all their internal strength,
weaknesses and all those opportunities and threats which are prevailing in the market for the
growth and success of the hospitality industry.
Strengths Weakness
 The company is offering the prices
which are easy affordable due to which
strong customer base can be
maintained.
 As the company has a weak
infrastructure as the rooms are not well
furnished and maintained so this can be
a weakness for the business.
Threats Opportunities
 Frequent change in the taste and
preference of the customer can be a
threat for the business and can also
affect the growth and the survival of the
firm.
 The hospitality industry like
Travelodge has the opportunity to
expand their business operation to
various counties..
Influence of SWOT in decision-making – Travelodge must focus on overcoming their
weaknesses and threat as this can lead to improper decision of the business. Them must take
decision by concerning the current trends and demands of the customers so that the company can
formulate the decision which are favourable to them and as well as the customers needs can be
satisfied within the period of time by the quality of services which have been provided by the
company(Torres and Kline, 2013).

TASK 4
P8 Analysis the implication of current and potential trends affecting the hospitality industry in
UK
There are number of current trends and potential trend which can come about the
hospitality industries so that the business can be enhanced and the profit margin of the business
can be increased. These trends are as mentioned below :
Current trend Internet services – these are the best quality of services which the hospitality industry is
providing to their customers as through this the customer can easily identify about the
quality of service the company is providing they can also seeks the review and can give
feedback which help the business to overcome all those sectors where they are lacking.
 Tech explosion: Most of the clients are now technology addicted they feel safe to use the
technology to full fill their needs and requirement rather than getting it done through
others. That is why the hospitality industries current trend is tech explosion where they
can provide their customer with the familiar environment.
Future trends Direct Booking – in the Near future the company can focus on the process of facilitating
direct booking to their customer as this will reduce their cost and expenditure of
operating a business(Ali, Amin and Cobanoglu, 2016).
 Tracking facilities – This can be a future trend for the business like Travelodge as this
will allow them in tracking the location of the visitors so that they can provide the
facilities in the excellent way.
Ability of Travelodge to develop products and services that will meet current trends
By adopting the current trends in the market the company like Travelodge must focus on
several modifications.
 Providing training and rewards – Arrangement of proper training and development
programmes must be done for their employees so that it can be changes as per the
changes which are prevailing in the market.

 Monitoring performance level of employees – For adopting the better changes in the
current trends the company like Travelodge must focus on monitoring the performance of
their employees on each and every stage effectively.
CONCLUSION
From the above talked about report, it has been reasoned that friendliness association is
quickly developing over the world and a few patterns are available in market. Loads of chances
are accessible in market that can give development and supportability to the neighbourliness
association however they need to roll out a few improvements in their working environment for
getting these. For distinguishing outer components and their effects associations of
neighbourliness industry need to lead Pestle investigation that will characterize viable estimates
which can be taken by them for future development and maintainability.

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.
Jauhari, V., Rishi, M., Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality
industry: an HR perspective. Worldwide hospitality and tourism themes.
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.
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.
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.
Bharwani, S. and Jauhari, V., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing
and Consumer Behavior (pp. 159-185). Apple Academic Press.
Solnet, D., Kralj, A. and Baum, T., 2015. 360 degrees of pressure: The changing role of the HR
professional in the hospitality industry. Journal of Hospitality & Tourism Research.
39(2). pp.271-292.
Liat, C. B., Mansori, S. and Huei, C. T., 2014. The associations between service quality,
corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel
industry.Journal of hospitality marketing & management. 23(3). pp.314-326.
Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience,
emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese
hospitality industry. Journal of Hospitality Marketing & Management. 25(4). pp.449-
475.
Prud’homme, B. and Raymond, L., 2013. Sustainable development practices in the hospitality
industry: An empirical study of their impact on customer satisfaction and intentions.
International Journal of Hospitality Management. 34. pp.116-126.
Ozturk, A. B., 2016. Customer acceptance of cashless payment systems in the hospitality
industry. International Journal of Contemporary Hospitality Management. 28(4).
pp.801-817.
N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
Hospitality Management. 25(5). pp.642-659.
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.

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