TABLE OF CONTENTS INTRODUCTION...........................................................................................................................1 LO 1.................................................................................................................................................1 Covered in Poster...................................................................................................................1 LO 2.................................................................................................................................................1 P4. Investigating range of different operational roles within Marriott...................................1 P5. Examining skills required for roles within Marriott.........................................................2 M3. Reviewing skills gaps within hospitality industry in relation to a range of different operational roles.....................................................................................................................3 D2. Analysing impacts that skills gaps have on hospitality business.....................................3 CONCLUSION................................................................................................................................3 REFERENCES................................................................................................................................5
INTRODUCTION Hospitality industry is a term that refers to a broad category of fields that is available within service sector. This service industry includes lodging, event planning, theme parks, transportation and some additional fields within tourism business. Thus, ithas made up 127000 properties and employs around 1.6 million people across world. In this report, Marriott has been taken into consideration which is an American multinational diversified hospitality company that is basically headquartered in Bethesda, Maryland in Washington, D.C. In the following report, range of operational roles within Marriott will be discussed along with skills required to perform these roles. Also, the skills gaps will be reviewed and their impact on business will be analysed. LO 1 Covered in Poster LO 2 P4. Investigating range of different operational roles within Marriott Marriott is one of the leading organisations in hospitality industry. It has adopted various functions in hotel that includes following- Accommodation services-Accommodation services is very important in Marriott. The main role of this department is to offer friendly and helpful advice in terms of housing. This helps person or guests in order to find such place that may be suitable for targeted customers and also provides various other important information that is required. Marriott must look after the services that is being offered by them to their guest as if they are meeting actual expectations of customers (Dopson and Hayes, 2016). Front house service-This department also plays significant role in attracting huge volume of guests towards a particular brand. It refers to as a physical area of business wherecustomersarebeingserved.Fronthousedepartmentincludesreceptions, reservations of a room cleaning etc. this services must be delegated in proper manner to customers as it is termed as first impression in Marriott. Sales and marketing division in Marriott-This department of Marriott plays role in promoting business or brand in adequate manner. Thus, manager of this department must look after advertisement and promotion practices and make it creative so that it may help 1
them in attracting large number of customers towards Marriott. They must ensure that all information about products and services that is offered by them is provided to them in appropriate manner. Food and beverages division-this is one of the largest division in Marriott. Thus, manager of this department plays role of forecasting, planning and also of controlling orders of foods and drinks that has been placed by customers of Marriott. In addition to this,managersofthisdepartmentmustprovidestaffswithproperandadequate knowledge and skills that is required to conduct smooth functioning of a business. This will lead cited brand to pull maximum number of customers towards brand. P5. Examining skills required for roles within Marriottand current skills shortages To perform roles in Marriott and functional department, there are various skills that are required by them to achieve long term success and high profitability (Sun and Lee, 2018). Some of them has been discussed as per below context- Decision making skills- This is one of the most important skill that has to be built between employees that are involved in Marriott. Marriott will have to structure their organisation in such way so that it becomes easily possible for me to make the best decision for success of a particular business. Thus, these skills leads manager in order to take various responsibilities towards him and fulfil various needs of an organisation. In addition to this, it will also help cited company to identify needs and wants of customers easily and fulfil me accordingly without any trouble. Problem solving skills- Having this skill is also equally important for Marriott in order to maintain relation between members and also with customers. This will lead me in finding possible solutions for problems related to customers or employees. Team handling skills- handling of a particular team becomes very much essential for Marriott. This helps me in making all members thatare available in a team to share their views and ideas and also treat me in equal manner. This will make members feel that they are valued and put their extreme effort towards a particular task. Skills shortage Skills I haveSkills required 2
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I have high level of communication skills that helpmeincommunicatingwithvarietyof people in easy and smooth manner. Marriott requires problem solving skills so that they can easily solve any queries related to products and services. I also have information technology skill that helps me in researching on trends in different markets. They have team handling skills that may help them in higher extent to manage team and make them work as per needs and wants of customers. I have high level of time management skills. This helps me in managing my work on time and also assist me in meeting every deadline that has been decided. Motivationisrequiredinordertomake employees interest in order perform particular work. M3. Reviewing skills gaps within hospitality industry in relation to a range of different operational roles The skill gaps within Marriott in relation to different operational roles is due to various reasons which has been discussed as per below context- Information technology skills- This will help me in production manager role as it leads in conducting research on various markets that are available in hospitality industry (What Exactly is the Hospitality Industry?, 2017). It will also lead in finding out the trends of a particular market in smooth and easy way. Thus, this plays very essential role in Marriott hotel as it may help them to identify and meet the requirements of customers. This will lead them in achieving long term success and high profitability. Communication skills-This will help in order to know the views and ideas of every member and also customers by communicating with them in an easy manner. Lack of these skills has affected Marriott and it is required to tackle it.This will help production manager in achieving good relationship with customers. Inappropriate training- Marriott must ensure that staffs that are involved with them are getting appropriate training (Tsai, Dev and Chintagunta, 2015). They must get training in such a way that they build a positive impression in front of customers from their entry till they leave 3
hotel premises. If there is inappropriate training in Marriott, then workers will not get actual knowledge that is necessary in this type of business and this may lead to loss. Lack of motivation- Marriott must also try to ensure that all requirements and desires are being fulfilled. Further, they should also take time in knowing that interest is being built among staffs to reach certain targets. In addition to this, managers of Marriott may adopt reward system strategy with employees by awarding them with incentives. This will lead in motivating employees and make them give their complete efforts in a particular task allocated to them. This will affect me in motivating staff to perform their task and may affect the working environment of a particular organisation. D2. Analysing impacts that skills gaps have on hospitality businesses Skills gaps has a huge impact on Marriott. Thus, being the trainee in Marriott, my skills related to problem solving may affected Marriott to large extent (Skill Gap,2018). I have lack of problem solving skills. This would have affected my followers as I won’t be able to provide effective solutions to their problems. For this I would have to consult a trainer so that I can further train my followers in effective and appropriate manner. Training helps me in building my skill related to problem solving to a large extent. This also helps me in order to build interest of staffs in a particular work that may further leads in achieving long term success and huge profitability. This in turn leads me in building brand image and increasing reputation of a particular brand. This skill gaps will affect hotel in maintaining relationship and motivating employees. This will later affect profitability and productivirty and company may result with huge loss. CONCLUSION From the above report, it has been concluded that hospitality industry is one of the most important sectors for boosting the economy. It has also been analysed that it is one of the fastest growing industries in the whole world. Further, it has also been discussed that there is requirement of various skills in order to perform business in a successful manner and also to attract a large number of customers. In addition to this, assignment also states that Marriott helps in increasing the growth of economy to national, regional and international level. There are various departments involved in Marriott in which different functions have to be performed in an appropriate manner that later leads hotel in achieving huge profits and loyal customer base. 4
REFERENCES Books and Journals Dopson, L.R. and Hayes, D.K., 2016.Managerial accounting for the hospitality industry. Wiley Global Education. Jauhari, V. and Bharwani, S., 2017. An exploratory study of competencies required to cocreate memorable customer experiences in the hospitality industry. InHospitality Marketing and Consumer Behavior(pp. 159-185). Apple Academic Press. 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. Sun, K.A. and Lee, S., 2018. Competitive advantages of franchising firms and the moderating role of organizational characteristics: Evidence from the restaurant industry.International Journal of Hospitality Management. Sun, K.A. and Lee, S., 2018. Effects of franchising on industry competition: The moderating role of the hospitality industry.International Journal of Hospitality Management. 68.pp.80- 88. Tsai, Y.L., Dev, C.S. and Chintagunta, P., 2015. What’s in a brand name? Assessing the impact of rebranding in the hospitality industry.Journal of Marketing Research. 52(6). pp.865- 878. Online SkillGap.2018.[Online]Availablethrough: <https://www.mbaskool.com/business-concepts/human-resources-hr-terms/2134-skill- gap.html> 5
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