Operational Roles in Hospitality Industry

This document discusses the different operational roles within the hospitality industry, including housekeeping, security guard, serving people, receptionist, and general manager. It explains the importance of each role in providing excellent customer service and achieving organizational goals. The skills required for these roles and the current skills shortages are also discussed. Additionally, the document assesses the political, economic, social, technological, legislative, and environmental factors that affect the development of organizations operating within the hospitality industry.

P4 Different operational roles within hospitality industry
Hospitality is relation among guest as well as host or it can be act of being hospitable.
In addition to this, there are several division among organisations working in hospitality
industry like Rosewood. Moreover, in respective industry roles are classified within two
section i.e., operational and functional (Mejia, 2019). There are different operational roles
which are like housekeeping department, security guard, serving people, receptionist, general
manager role etc. These are the different operational role that are there in the hospitality
sector or industry. Out of these operational role are as mention below which provide
assistance in accomplishing desired goals and objectives as well as serving customers in
better manner. Explanation are as follows :-
 Housekeeping– It is one of the important housekeeping role in hospitality industry
which have direct impact on guest experience. Along with this, hospitality make sure
that guest room, common areas, hallways, lobbies, restrooms as well as other public
areas are clean and ready for use (Sun and Lee, 2018). Moreover, housekeepers carry
cleaning of rooms once when guest are check out for ensuring that new guests are
coming to pristine suits or rooms. In fact main role of housekeeping is to make sure
that hotels maintain high standards in relation of cleanliness. Although, customers
hygiene and cleanliness is responsibility of housekeepers in hospitality industry as
well as they have to ensure that services is provided in such manner that it have
positive impact on customers satisfaction.
 Security guard – It is responsibility of every hospitality industry organisation to
ensure safety and security of their employees. In relation of employees safety can be
related to their job roles if they are safe and healthy then only staff can conduct
operations in effective manner (Yam, Raybould and Gordon, 2018). This will help
feeling guest also safe and secure in hotels or resorts in better manner. In simple term
it can be said that, when customers are paying high amount for for accommodation
services services in back they want security. This is the responsibility of security
guard to take care of the gusets at the time they enter into the hotel.
 Serving people– In hospitality industry role of maintenance is to help centre business
as well as they guarantee security of workers and guest both. Along with this, they
provide assistance in managing expenses, vitality as well as expenses in better
manner. In simple term it can be said that, maintenance is operational role which

provide assistance in managing all the activities in better manner and results in
making customer satisfy effectively. His responsibility is to serve better to employees
and maintain hygiene in the hotel and also provides customers hygiene.
 Receptionist role– It is first point of contact to hotel guests when they enter. In
addition to this, front office major role is making sure that guest are welcomed within
friendly as well as professional manner and rooms are assigned to them as per the
booking (Nagele and Awuor, 2018). Along with this, front office role assist in dealing
with guest complaints and providing them relevant or required information which
they seek. In this role of receptionist, she has to make bills and books halls and rooms
as well. As they needs to work on customer satisfaction and works to make customers
happy. They meeds to check out all bills and show the rooms to the customers as well.
 Role of General manager– This operational role in hospitality industry is responsible
for administering labourers which are occupied in activity of front territories related to
lodging. In addition to this, planning along with several capabilities as well as save
correspondence with them for serve visitors in better manner. Moreover, taking care
of and responsible for planning, staffing as well as buying. General manager regulate
rooms office finance, monthly panning as well as openness controls. General manger
should work on the achievement of organisational goals and objectives. They needs to
work on the staff members and employees.
These above mention are operational role in hospitality industry and conducting these role in
better manner results in accomplishing desired goals and objectives of companies working
within hospitality industry (Hight, Gajjar and Okumus, 2019). Furthermore it can be said that,
by conducting operational role in effectual manner company will able to make customer
satisfy in effectual way.
P5 Skills required for roles within hospitality industry and current skills shortages
For working in hospitality industry there is requirement several skills which will assist
in accomplishing desired goals and objective of individual as well as organisation both
(Quinn and Buzzetto-Hollywood, 2019). in relation to this, there are different skill which are
there required for different operational roles that skills of employees can help to get better
performance in their workplace. There are different requirement of skills which is needed by
each and every role. There are different skills which should be there for each and every role
to perform in better way. In simple terms it can be said that, skills are abilities of individual

which provide them assistance in conducting activities related to job roles in better manner.
Explanation of these are as follows :-
 IT skills– Receptionist needs to learn about IT skills and they should know about MS
office and another skills like some languages such as C++ etc. In hospitality industry
career is related to working in customer facing environment. For gaining successful
position and conducting operations in effectual manner there is requirement of
ensuring that guests in hotels are entertained on constant basis and having good time
without facing any issues. In addition to this, good customer service have to make
sure that need of customers should meet always by putting their happiness in
forefront. If individual have skills related to high level customer services then they
will be able to sustain in business environment for long term and making customer
satisfy.
 Good communication skills- This skill is highly required by the housekeeping which
is there needed to deal with customer. This skill is also can be useful for other
operational roles. In hospitality industry working requires both physically as well as
mentally challenging. Along with this, it needs communication at higher level among
customer, staff as well as management for managing each and every activity in better
manner (Elshaer, 2019). Thus, it can be said that hospitality industry is a fast placed
environment where each and everything required to be run for scheduling all moments
of timeline. For ensuring that effective oral as well as written communication have to
be executed all facts related to operations. Thus, for gaining success within hospitality
sector there is requirement of good communications skills.
 Analytical skills- Hospitality industry is relies on several government rules,
regulations and laws. In relation of same there is requirement of having appropriate
formal training as well a qualification while attempting progress in it. Along with this,
strict regulation in respective sector governs each venue so it is important that every
staff members reflect this high standard. In simple term it can be said that formal
training assists in conducting each and every activities in organisation within effective
manner and results in accomplishing desired goals.
 Multitasker - In hospitality sector almost every job role require degree related to
multitasking (Rathore, 2017). While in single day individual have to handle hundred
of customers in single day at that level their is requirement of multitasking skills.
Although, multitasking is the skills which provide assistance to individual in

conducting several task at time in effectual manner and accomplishing desired goals
and objectives in effectual manner.
 Be flexible – Front office should posses this skill in relation to provide better
customer service when it needed. Individual should have to be flexible so they
implement changes in effective manner and conduct those work effectually. Because
business environment is dynamic in nature in that several modification take place as
well as these required to be manage in effective manner.
These above mention skills play important role within individual life as it will provide
assistance in conducting job roles in better manner and accomplishing desired goals and
objectives of individual and organisation both (Pham, Tučková and Jabbour, 2019).
Although, there are numerous skills which required in individual for working within
hospitality sector such as be flexible, Have the ability to multitask, Formal training, Good
communication skills, High level of customer service as well as many more. For the house
keeper, the skills which are to be required are maintaining cleaning, and communication
skills, they also must have time management skills so that they can work on time. Apart from
this, I am not good in several skills which I have to develop for conducting my job role in
better manner. Thus, skills which I have to develop are communication skills, multitasking
and customer service.
Current skill shortages
Some of the skill shortages at present in organisation are as follows:
Housekeeping: Apart from doing best work, a housekeeper lacks some skills like lack of
presence of mind and discipline at work. Presence of mind here related with taking own
decision based on situation or any defect seen while serving customer.
Security officer: Security officer also lacks the skills of think out of the box or make effort
for something which is not included in his job role. Like helping old age guests, giving warm
welcome to clients and sometimes assists customers for any query or problem.
Maintainer: He is the all-rounder of hospitality department because don’t only take care of
staff but customer also. At present, Maintainer lacks good communication skill due to which
he face difficulty in interpret the reason for inconvenience to guests; this results into
dissatisfaction received by guests.

TASK C
P6 Assess the political, economic, social, technological, legislative and environmental factors
that affect the development of organisations operating within the hospitality industry
There are several environmental factors which have wide impact on working of
hospitality organisation such as political, economic, social, technological as well as
legislative. Although, for analysing impact of these factors on working of Hospitality industry
A PESTEL analysis will be conducted (Loizia and et. al., 2020). Furthermore, there are
several actors which are impacting success as well as growth of hospitality industry which
means that everything from governmental changes along with high stake competitors as well
as uncontrollable weather condition have impedes results in impedes both hospitality and
tourism industry. In relation of same PESTEL are as follows:-
Political factors – In relation of political factors governments of every nation hold
extensive power over hospitality industry. Travel bans can kill the hospitality industry Legal
bodies have strong holding on overall hospitality industry for example, political party in
power can set travel ban which gives negative impact on hospitality sector in wide manner.
Thus, one single decision may result in losing vast majority of United Kingdom economy
(Nguyen, 2019). Along with this, fear during presidential elections government or legal
bodies result in impact hospitality industry in intense manner and owners of several hotels are
ambiguous at the time of election because new president along with new ideals can majorly
effect on respective sector and overthrow the previous president's laws.
Economic factors – It is one of the major factor in relation of high demands within
tourism sector at global level in 2016. There are numerous economic factors such as
weakened currencies, economic cycles as well as poor strategies. In addition to this,
hospitality sector is one of the biggest investment sectors at global investors mainly in United
Kingdom as well as its continuous growth is expected to be more in 2020 and beyond. In
addition to this, strength of currency in UK can bolster the industry because it is clear that
strength as well as weakness currency can impact attractiveness of vacation spot (Ebo, 2019).
In simple term it can be said that, changing economic condition have major impact on
working of hospitality sector. Apart from this, hospitality sector is one of the fast growing
industry which has been already discussed so it can be said that this have major impact on
economy by providing job opportunities to several people and rising their living standards.
Social factors – It is also known as socio-cultural factors which is the area that
includes shared beliefs as well as attitude of population. There are several factors which

included in it such as age distribution, health consciousness, career attitude and many more.
In relation of hospitality industry social factor have major impact because organisation
working in respective sector have to conduct market analysis on continuous basis for
understanding current trends, changing taste and preferences of customers as well as many
more (Ahmeti, Demi and Katsioloudes, 2019). Along with this, changing customer
behaviour impacting working of hospitality organisation because they have to implement
modification within their product as well as services for making their customers satisfy in
better manner.
Technological factors – In business environment technology advancement is taking
place which simply means that organisation working in hospitality industry have to
implement this in their working for making their customers needs as well as wants satisfy in
better manner (Todorivić, 2019). But it is not possible for every company working in
hospitality sector to implement latest technology within their working because sometimes
few technologies are expensive. Thus, it can be said that technological factor is have positive
impact because with the assistance of this companies will able to serve their customers in
effective manner and accomplish their desired goals and objectives.
Legislative factors – There are numerous legal factors such as health and safety,
equal opportunities, customer rights as well as laws, product safety, labelling and many more.
It is important for each an organisation working hospitality sector to implement all rules,
regulation and laws in their working for gaining effective outcomes. Because these have
positive impact and result in gaining effectual outcomes. There are several laws in relation of
hospital sector such as Consumer data protection, employees health and safety as well as
many more.
Environmental factors - This is essential factor of business environment and it will
lead to have major impact on successfully performance of hospitality sector. Environment
factor includes ecological system, pollution, weather, climate changes, global warming as
well as other factors of environment. Hospitality function and practices will be influenced by
changes in weather or climate conditions. Due to changes in climate hospitality sector will
have to change its business functions.