Hospitality Industry: Ibis London Skills Gap Analysis Report

This report provides a comprehensive overview of the hospitality industry, focusing on the operations of Hotel Ibis London. It examines different types of businesses within the industry, including accommodation and restaurants, and explores the range of operational and functional departments, such as sales and marketing, human resources, front office, and housekeeping. The report analyzes the contribution of the hospitality industry to local, national, and international economies, highlighting the interrelationships between operational and functional units and the influence of franchising and licensing agreements on global development. Furthermore, it delves into the various operational roles within the industry, the skills required, and current skills shortages, reviewing skills gaps and analyzing their impact on hospitality businesses. Finally, the report suggests valid solutions for addressing these skills gaps, aiming to improve overall industry performance.

Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Different types of business within hospitality industry and diverse products and services
they offer.....................................................................................................................................1
P2 Range of operational and functional departments within a hospitality business...................2
P3 Contribution of hospitality industry to local, national and international economies.............3
M1 Interrelationships of operational and functional units within a hospitality business............3
M2 How use of franchising and licensing agreements has influenced the global development
of hospitality industry.................................................................................................................3
D1 How global growth, franchising and licensing developments have contributed to economic
worth of hospitality industry.......................................................................................................4
TASK 2............................................................................................................................................4
P4 Range of different operational roles within hospitality industry...........................................4
P5 The skills required for roles within the hospitality industry and current skills shortages.....4
M3 Review skills gaps within hospitality industry in relation to a range of different
operational roles..........................................................................................................................5
D2 Analyse impact that skills gaps have on hospitality businesses and make valid solutions
for addressing these skills gaps...................................................................................................5
TASK 3 (PPT).................................................................................................................................6
TASK 4 (PPT).................................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
In a current scenario, hospitality industry is one of the growing industry that focus on
fulfilling customers needs by providing them quality services. It provide various services related
with travel and tourism, accommodation, theme park, lodging and so on as per consumers
demand. Company whose operate in hospitality industry focus on satisfying customers demand
that help them in improving their competitive performance at market place (Sann and Lai,
2020). It also contributes in improving economic growth by providing various job opportunities
to local people. Current report is based on Hotel IBIS London Shepherds Bush, is operate their
business in London with the purpose of providing hospitality services to its clients to make them
satisfied. Company offer all the facilities to clients when they visit hotel. This can be effective in
increasing the profitability level of business at market place. This report is going to discussed
about understanding of different types of business along with its structure, size and scope. It also
includes skills that required by an individual to operate and run hospitality industry. Along with
this, internal and external environment is also mentioned that directly affect the hospitality
industry. Moreover, different current trends is also determined that impact over the
organisational growth and performance at market place.
TASK 1
P1 Different types of business within hospitality industry and diverse products and services they
offer
There are different types of business are operate their activities in hospitality industry
with the aim of attaining success by serving best quality of services to new and potential
customers as per their needs and wants. As per current scenario, hospitality industry expanding
their business as per continuous basis that help in improving economic growth and organisation
success as well. In this, the main focus of hospitality industry is to run their operational activities
with the aim of generating larger profits (Park and Min, 2020). This is beneficial for economy by
improving living standard of local people by providing them employment opportunities. In
relation to this, there are some different business which are operate in hospitality industry are as
follows:
 Accommodation: This type of business is also operate their activities in hospitality
industry in which they offer products related with lodging and accommodation to its
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guest in order to get their higher satisfaction. This type of business includes various
facilities such as food, security, internet, lodging, bed and so on.
 Restaurant: It is one of the popular section of hospitality industry as it serve wide range
of food items as per client requirement. Mainly, it offer services in different traditions
including Italian, Chinese, Mexican and many more. This can be assist in increasing the
profitability level by offering best quality of services to its clients.
P2 Range of operational and functional departments within a hospitality business
Every business organisation includes different department which help in executing
different activities with the aim of attaining success in market place (Segovia-Pérez and et. al.,
2019). In hospitality industry, it divided into two types such as functional and operational
department. As all the department consider various divisions that help in completing all the task
and activities in an effective manner. In relation to Hotel IBIS London, there are different sub
division of both functional and operational department are as follows:
Functional Department:
 Sales and marketing: This department play a significant role in hospitality industry which
focus on undertaking promotional and advertising activities. This can be beneficial in
attracting large number of customers towards the company and its services as well.
 Human resource management: It is also important department that focus on managing
employees activities at working area. In this, manager of hotel allot task and activities as
per workers abilities so that they can easily handle their guest and understand their needs
and wants.
Operational Department:
 Front office: This type of department play a significant role in hospitality industry
because it directly communicate with customers and also tries to influence or convince
them to stay and consume hotel services. By this company improve the strong customer
base.
 Housekeeping: The main role of this department is to make sure that workplace and hotel
premises always clean. It may beneficial in improving the hygiene within the hotel that
influence and attract guest at hotel.
All these are the important department that includes differer sub division that contributes
in executing entire working activities in an effective manner (Goh and Jie, 2019). With the help
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of this, Hotel IBIS London can increase their performance at market place and at the same time
also attain all the set goals and objectives in an effective way.
P3 Contribution of hospitality industry to local, national and international economies
In a market place, hospitality industry is continuously developed and expand as it is
effective for business organisation and economic condition as well. As company has ability to
expand their business at different level including local, national and international level that help
in improving economic condition by serving best quality of products and services. One of the
main benefit of hospitality industry is that it provide employment opportunities to local people in
which the improve their living standards and economy capital as well. In relation to this, around
10% in the GDP is increased with the contribution of hospitality industry (Boella and Goss-
Turner, 2019). At global, national and international level it provide huge employment
opportunities to people that assist in improving their living standard. The major advantage of
hospitality industry is that it increase the economic capital by serving best quality services to
people as it also help in generating larger profitability level at market place.
M1 Interrelationships of operational and functional units within a hospitality business
Functional and operational department are the important part of hospitality industry
because it help in executing entire activities in an effective manner. By these department,
company can successfully offering their services that lead to enhancement of higher profits and
market and market share from its competitors. In addition to this, both department are
interrelated with each others which focus on undertaking business activities in an effective way
without any kind of issues and obstacles. In relation to Hotel IBIS London, undertaking
planning, development of strategies is effectively executed to organise events so that large
number of customers get easily attracted towards its services. Proper relationships between both
department assist company in increasing customers base and also gain higher profitability level.
M2 How use of franchising and licensing agreements has influenced the global development of
hospitality industry
Development of hospitality industry at global level, franchising and licensing are the
important aspect that help in expanding their business at global market (Wu and et. al., 2018). As
it provide assistance and opportunities to enhance the possibilities of growing their business.
With the use of these strategies, hotel can invite more and more customers towards its offerings
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that increase overall market share of company. This can be beneficial in serving quality products
in different location and also attain competitive success.
D1 How global growth, franchising and licensing developments have contributed to economic
worth of hospitality industry
Franchising and licensing are the factors or modes for entering into global market which
help in developing of economic condition. With the use of these methods Hotel IBIS London can
expand their business activities and at the same time also increase the possibilities of improving
living standard of people by providing them huge employment opportunities (Goh and Lee,
2018). It may assist in developing strong economic condition that help in making economic
condition more strong.
TASK 2
P4 Range of different operational roles within hospitality industry
In a business organisation different department are included that help company in
operating their activities at different level including local, national and international. Mainly,
each and every department have different roles that can be contributes in serving quality services
to its customers. This can be beneficial in satisfying guest needs and at the same time also earn
huge profitability. In this context, there are some effective roles of operational department of
Hotel IBIS London:
 Back office management: The main role of this department is to carry out evaluation
and monitoring activities that execute at working area of Hotel IBIS London. Along with
this, planning, organising and coordinating and managing entire activities of workplace.
 Front line management: It is also a important section of operational department which
directly communicate with customers in order to understand their needs and wants. In
addition to this, it also includes different role such as phone calls, undertake booking,
resolve customers queries and many more (Franco and et. al., 2020). With the help of
this, hotel can easily satisfy customers demand and improve their performance level.
P5 The skills required for roles within the hospitality industry and current skills shortages
There are different skills and capabilities to execute as well as carry out the business
activities with the aim of attaining all the set goals and objectives. With the help of enough
knowledge and ability individual can easily conduct its activities and at the same time also
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eliminating the wastage. In this context, there are some important skills that required by an
individual to perform its activities in Hotel IBIS London are as follows:
 Effective team working: It is important for people who wants to perform in hospitality
industry have ability to perform in a team so that they can maintain proper coordination
among them. It support in attaining set targets in an effective way (Afsar, Shahjehan and
Shah, 2018).
 Customers handling ability: One of the major skills that individual needs to have in
hotel is handling customers in which they can understand their actual needs and demand
from the company. By this they provide them services accordingly.
M3 Review skills gaps within hospitality industry in relation to a range of different operational
roles
In hospitality industry, skills gap put direct impact over the production activities and its
qualities as well. Due to this, employee gee demotivated towards their goals and objectives that
leads in increasing employee turnover of company. One of the major drawback of skill gap is
that it also reduce company image, profitability and efficiency level. Due to this type of skill gap
employees are not being able to handle their guest that negatively impact over the performance
of Hotel IBIS London.
D2 Analyse impact that skills gaps have on hospitality businesses and make valid solutions for
addressing these skills gaps
Skills gap is a major issue that impact over the performance level of staff members as
they fail in executing their task activities. This can be reduce the profitability level of company at
market place. The main reason behind occurring skill gap is the different between what
employee wants to perform and what they have to do within the company (Peters and
Kallmuenzer, 2018). In order to resolve this issue, management of Hotel IBIS London organise
proper training and development activities for staff member to make them able to execute their
task activities in an effective way and attain all the set targets in allotted period of time.
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TASK 3 (PPT)
TASK 4 (PPT)
CONCLUSION
From the preceding report it can be summarised that hospitality industry is growing
industry at global level as it also beneficial for economic growth because it provide employment
opportunities to local people. Along with this, it also focus on delivering best quality of services
to its guest that contributes in generating larger profitability from its competitors. In addition to
this, there are different department along with its sub division that provide assistance in fulfilling
their customers needs and requirements. Furthermore, different skills and abilities such as better
communication, confident, risk management and so on are required that are crucial for individual
who conduct business in hospitality industry. In order to attain success in competitive market, it
is significant for company to analyse both internal and external factors by using various tools
like SWOT and PESTLE. With the help of this, company can implement appropriate strategy
and also evaluate the current trends that affect over the performance of business at market place.
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REFERENCES
Books and Journals
Sann, R. and Lai, P.C., 2020. Understanding homophily of service failure within the hotel guest
cycle: Applying NLP-aspect-based sentiment analysis to the hospitality
industry. International Journal of Hospitality Management, 91, p.102678.
Park, J. and Min, H.K., 2020. Turnover intention in the hospitality industry: a meta-
analysis. International Journal of Hospitality Management, 90, p.102599.
Segovia-Pérez, M., Figueroa-Domecq, C., Fuentes-Moraleda, L. and Muñoz-Mazón, A., 2019.
Incorporating a gender approach in the hospitality industry: Female executives’
perceptions. International journal of hospitality management, 76, pp.184-193.
Goh, E. and Jie, F., 2019. To waste or not to waste: Exploring motivational factors of Generation
Z hospitality employees towards food wastage in the hospitality industry. International
Journal of Hospitality Management, 80, pp.126-135.
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Goh, E. and Lee, C., 2018. A workforce to be reckoned with: The emerging pivotal Generation Z
hospitality workforce. International Journal of Hospitality Management, 73, pp.20-28.
Franco, S. and et. al., 2020. Are you good enough? CSR, quality management and corporate
financial performance in the hospitality industry. International Journal of Hospitality
Management, 88, p.102395.
Afsar, B., Shahjehan, A. and Shah, S.I., 2018. Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry. International Journal of Contemporary Hospitality Management.
Peters, M. and Kallmuenzer, A., 2018. Entrepreneurial orientation in family firms: The case of
the hospitality industry. Current Issues in Tourism, 21(1), pp.21-40.
Wu, W.Y., Qomariyah, A., Sa, N.T.T. and Liao, Y., 2018. The integration between service value
and service recovery in the hospitality industry: An application of QFD and
ANP. International Journal of Hospitality Management, 75, pp.48-57.
Frye, W.D. And et. al., 2020. What factors influence Generation Y’s employee retention in the
hospitality industry?: An internal marketing approach. International Journal of
Hospitality Management, 85, p.102352.
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