The Contemporary Hospitality Industry

This assignment analyzes the different kinds of businesses in the hospitality sector and the services and products they offer. It also discusses the range of operational and functional departments in hospitality businesses and the contribution of the hospitality industry to the local, national, and international economies. Additionally, it explores the range of different operational roles within the hospitality industry and the skills required for these roles, as well as the current skills shortages in the industry.

THE CONTEMPORARY
HOSPITALITY INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Analyse various kinds of business in hospitality sector and services & products they offer
.....................................................................................................................................................1
P2 Range of operational and functional department in hospitality businesses...........................1
P3 Contribution of hospitality to local, national and international economies...........................1
TASK 2............................................................................................................................................1
P4 Range of different operational roles within hospitality industry...........................................1
P5 Skills required for roles within hospitality sector and current skills shortages.....................3
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Hospitality industry is considered as the most flourishing industry worldwide. This
industry is much broader than any other industry as other sectors have limited number of
businesses, but hospitality sector includes vast number of services and businesses. It consists of
businesses like hotel. Clubs, pubs, bars, catering, restaurants and other services associated with
hospitality sector (Bharwani and Butt, 2012). This present assignment is based on The Montcalm
hotel which is a group of luxurious hotels situated in central London. Each site associated with
this hotel is rated with five stars. Properties acquired by hotel are Montcalm at The Brewery
London city, London city suites, Montcalm London Marble Arch, Marble Arch by The
Montcalm London, M by Montcalm Shoreditch Tech city hotel. This report involves various
kinds of business under hospitality sector along with functional and operational department of
hotel. Contribution of hospitality sector on international, national and local economy is
discussed. Various operational role in hospitality is mentioned along with the skills which are
needed to manage business effectively.
TASK 1
P1 Analyse various kinds of business in hospitality sector and services & products they offer
Covered in Poster
P2 Range of operational and functional department in hospitality businesses
Covered in Poster
P3 Contribution of hospitality to local, national and international economies
Covered in poster
TASK 2
P4 Range of different operational roles within hospitality industry
Every business associated with hospitality industry has several operational and business
departments. For managing and running business in desired manner human and physical
resources are needed. Human resources are the employees which will works as security,
engineers, receptionist, manager, purser and other staff members associated with business
operations. Each employee has an allotted department and work and they have to perform their
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duties in accordance with that (Boella and Goss-Turner, 2013). Different roles of operational
management in respect with The Montcalm hotel are mentioned beneath:
 Role of housekeeping: In a hotel, housekeeping is considered as a physical demanding
job which includes several tasks under it. Housekeepers are allotted specific rooms and
they are responsible for providing all the facilities and services to the customers which
have paid for that room. Amount of work carried out by them depends upon the number
of beds and size of room in which they are serving their services. Usually a housekeeper
takes 45- 50 minutes to clean and manage a room. Main tasks carried out by a
housekeeper in The Montcalm hotel are tidying room, removing stains form furniture and
sheets, making beds, vacuum clean, cleaning and washing floors. They also clean and
polish mirrors, bathtubs, sinks and toilets present in room (Brotherton, 2012).
 Role of engineering: This operation in hotels is carried out by Chief engineers which
supervises the repair, operation and maintenance of hotel tools and equipments.
Employees under this department interact with contractors to remodel projects, new
construction and coordinate renovations. Main role of chief engineer in The Montcalm
hotel is to ensure that daily activities are performed smoothly and guest are served in
desired manner. They direct employees of maintenance staff in fixing faulty wirings,
patching drywalls and unclogging pipes& drains. Boilers, heaters and Air-conditioners
are also fixed by engineers within hotel. All technical activities such as HVAC
operations, planned preventive mechanism, fire and life safety are concerned with The
Montcalm hotel are undertaken by the supervision of engineering department which is
headed by chief engineer.
 Role of Security: Department of security in hotels protects the staff members and guests
from potential threats like theft, robbery, attacks and other concerned issues. Security
guards in The Montcalm hotel protects guests, employees and property of hotel. Roles
played by security department are patrolling, surveillance and escort along with
administrative duties (Gin Choi, Kwon and Kim, 2013). They patrols different locations
of hotel and checks all stairwells & doors to eliminate any security threats. Usually,
security guards stands in lobby of hotel and perform duties when a new guest or group of
people arrives. They patrol spa and pools to identify if some problem any arise in future.
They monitor alarm systems, electronic surveillance and security cameras as these
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equipments are great deterrents to crime and helps in analysing overall situation of hotel
while residing at a single location.
 Role of maintenance: This department ensures the protection of hotel building by
maintenance of ceilings, floors, walls, heating and cooling plants, sewage and water
facilities, air-cons, alarms and electricity, procurement and other equipments which
needs maintenance at regular basis. Maintenance department of The Montcalm hotel also
oversees the operations associated with third party suppliers. They seeks energy effective
resources and procedures to support environment friendly aspects which helps
management in reducing their cost ans expenses in case of electricity (Jones, Hillier and
Comfort, 2016).
 Role of Division manager: Room division manager have an important position as they
oversee housekeeping and front office operations of a hotel. They manage and monitor
the operations of front office and housekeeping to ensure that the quality and standards
of service offered by the hotel match up to the expectations of customers. Main roles of
division manager in The Montcalm hotel are Handling complaints and queries of guest in
a professional manner, welcoming and meeting with guest at the time of arrival, manages
staff and operations concerned with the department in an appropriate manner, manages
room rates and budget forecasts. Division manager of The Montcalm hotel also formulate
different strategies to maximise revenue and sales.
 Role of receptionist: Role of Hotel receptionists is to welcome the guest and provide
them necessary information when they arrive in hotel premises. Operational roles of
Receptionist in The Montcalm hotel is to checking customers in and out, book and
reserve rooms through e-mails and phone calls, issue keys to guests, dealing with
payments by preparing bills, deal with issues and complaints and answer the queries of
guests (Kandampully, Zhang and Bilgihan, 2015).
P5 Skills required for roles within hospitality sector and current skills shortages
To maintain healthy work environment within the organisation, efficient employees
which are capable and skilled are needed. These skills are vital to manage the operations of firm
in a desired manner. Management of hotel and other hospitality businesses prefer to recruit those
employees which are sufficient skilled in their field. People working under different operational
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and functional department needs to have certain skills to perform their duties in desired manner.
Some of these skills in relation with The Montcalm hotel are defined below:
 Effective communication skills: Performing duties in hospitality sector needs mental
and physical capabilities to carry out work (Legrand, Chen and Sloan, 2013). It needs an
efficient interaction and communication among staff members, management, employees
and customers. Without it. Managing operations and activities of hotel in a desired way is
not possible. To perform operations in scheduled time, effective negotiating and
interacting skills are needed. Managers in Hotel Montcalm should be efficient in written
and oral communication so that queries and feedbacks of guest can be acknowledge in an
appropriate manager.
 Have ability to conduct multiple task: Every activity and operations associated with
hospitality sector needs multitasking. Managers and employees working in Montcalm
hotel have to attend hundreds of guest at a time and perform several activities in an
organised manner. To perform all these functions effectively employees and managers
needs to be efficiently skilled which benefits the hotel management in satisfying the
desires and demands of customers appropriately.
 High level of customer service: In order to achieve success in the field of hospitality, it
is important to entertain and cater the needs of guest in a timely and precise manner.
Skills associated with good customer services assures that the demands & needs of the
guest are fulfilled and their preference is given priority. As if skills to provide efficient
service is not available, negative image of hotel Montcalm will be created which will
results in decrease of clients base and shortage of profit margins and revenues. To avoid
this situation employees needs to provide better services to customers.
These all skills are vital to manage the operations and activities of The Montcalm hotel as
it benefits them in generating high revenues and profits. But there are some shortcomings in
skills which are required to be eliminated for serving guest in a proper way. It is noticed that to
run hotels business, working staff needs to be competent and active in performing duties like
surveillance, maintenance, housekeeping, events, food and beverage services (Lub and et. al.,
2012). To incorporate these skills in employees, manager in hotel Montcalm should arrange them
formal training which teaches them the proper way to serve customers. It is also seen that
employees working in hotel Montcalm are not familiar with the culture of guests which are from
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other continent and countries due to which serving them is a difficult task for workers. They
needs to have high level of cultural awareness which will improve their performance while
serving clients.
CONCLUSION
From the above discussed report, it has been analysed that hospitality sector is a vast and
quick growing sector which provide employment opportunities to millions of people. Hence,
contributes in standardised way of living. This industry involve several kinds of business into it
like tourism and travel, lodging and accommodation, entertainment, food and beverages.
Operational and functional department of hotels have differentiated and clear roles and perform
their activities in accordance to that. Hospitality industry poses a considerable impact on national
and international economies because of the activities and operations they carry out. People
associated with hospitality sector have different roles and manage their activities as per
scheduled. Effective skills are very important to manage all the tasks and works associated
within hospitality industry which results in revenue generation.
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REFERENCES
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.
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.
Raub, S. and Robert, C., 2013. Empowerment, organizational commitment, and voice behavior
in the hospitality industry: Evidence from a multinational sample. Cornell Hospitality
Quarterly. 54(2). pp.136-148.
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.
Williams, A., 2012. Understanding the hospitality consumer. Routledge.those
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