Unit 1: Contemporary Hospitality Management - Understanding the Hospitality Industry

This unit explores the contemporary hospitality industry, examining its scale, scope, and diversity. It delves into the organizational structures of various hospitality establishments, assessing the roles of key organizations and professional bodies. The unit further analyzes staffing requirements, roles, responsibilities, and qualifications for hospitality staff. It also investigates operational, managerial, and legislative issues arising from recent developments in the industry, discussing the current image of the hospitality sector. Finally, the unit presents justified predictions for potential trends and developments in hospitality, providing an impact analysis of these trends.

Unit 1: Contemporary hospitality management
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Contents
Introduction................................................................................................................................3
Task 1.........................................................................................................................................4
1.1 Understand the current scale, scope, and diversity of the hospitality industry...........4
1.2 Discuss the organisation structure of different hospitality structure................................6
1.3 Assess the role of hospitality related organisations and professional bodies..............7
M1: An effective approach to study and research management structure of a selected
hospitality establishment has been applied............................................................................8
Task 2.........................................................................................................................................9
2.1 Assess the staffing requirements of different hospitality industries................................9
2.2 Discuss the roles, responsibilities and qualification requirements for hospitality staff. 10
M2: A range of methods and techniques have been applied in assessing the supply and
demand for hospitality staff in the UK.................................................................................11
Task 3.......................................................................................................................................12
3.1 Analyse operational, managerial, and legislative issues resulting from recent
developments affecting the hospitality industry..................................................................12
3.2 Discuss the current image of the hospitality industry....................................................13
M3: The appropriate structure and approach has been used to study and analyse the recent
developments affecting the hospitality industry..................................................................14
Task 4.......................................................................................................................................15
4.1 Present justified predictions for potential trends and developments in hospitality........15
4.2 Produce an impact analysis for the predicted trends and developments........................16
Conclusion................................................................................................................................17
References................................................................................................................................18
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Introduction:
Hospitality sector is one of the fastest growing sectors across UK. Today, there are across
large number of companies in hospitality sector. Hospitality sector mainly includes hotels,
tourism, restaurant, amusement and recreation industries etc. There are also numbers of small
to medium hospitality operators which guides and surveys hospitality companies. Buell
consulting group is one of the growing hospitality operators in UK. It provides consulting,
recruitment services and resources to hospitality organisation. Being a management trainee in
the operator, number of hotels was visited. With the consistent increase in tourism sector,
requisites for hotel services are equivalently increasing. There are number of organisations
like Hilton worldwide, Intercontinental hotels group, Radisson Blu Edwardian etc. who are
growing and profitable and successful companies (The Buell group, 2018).
The thorough investigation of hotels stated that these hotels are providing customer oriented
services. Customers are given customized services with provision of wide alternatives in
terms of accommodation, food, travelling, leisure activities etc. The hotels are also huge
source for employment to large number of employees and also are great source of foreign
exchange earnings. These hotels also support varied contribution towards society in terms of
charity programmes, and other cause events.
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Task 1:
1.1 Understand the current scale, scope, and diversity of the hospitality industry.
UK’s hospitality sector is one the crucial and strategic sector which contributes largely to
economy. The sector is huge enough and creates ample of job opportunities for unemployed,
low wage earners etc. There are many companies associated with it and also UK government
put in constant support towards this sector for fulfilling the required resources requirements (.
Hospitality industry is huge sector which consists of services like restaurants, hotels,
travelling and tourism, hospitality, contract food services, airlines services, railway services
etc. the major hospitality sector/ products are discussed as below:
Hotels and restaurants: These are indeed vital in hospitality services.Hotels services have
grown drastically with diverse range of food and drinks facilities. Customer oriented services
are framed considering the tourism activities and requisites.
Travel and tourism sector: With increase in diversified travelling planning like business
tourism, adventure tourism, student traveling. The tourism sector benefits all the year round.
The major services provided are tour guide, travelling facilities, contract with
accommodation services, travelling planning etc. (Brotherton, 2012).
Buell consulting group is an organisation which is established for providing management and
recruitment services to hospitality and leisure industries.
Recruitment services: UK’s hospitality services require large number of workers for
providing services requirements.
Management solutions: This organisation also provides management solutions like tackling
with changes in social trends, economic change, political change etc.
Hospitality market has grown tremendously with large number of hospitality organisations. It
has been witnessed that that with the EU immigrations, the employment crisis will increase to
260,000 employees per year. One of the BHA report presents that currently around 4.5
million employees are working in hospitality and travel sector and that it contributes nearly
about 10% towards GDP. Buell provides recruitment services which are expected to increase
in its future profitability in accordance with the report statistics (UKH Hospitality, 2018).
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Hospitality industry consists of diversified businesses such as in alone food and restaurant
operator there are segments like café, bars, hotels, services, accommodation etc. People with
different cultural background come in for taking up such services. Therefore, hospitality
sector requires workers with multi-linguistic and adaptable personality. These businesses are
managed Thus, there is large diversity in the hospitality sector and people with different
culture come in (Brotherton, 2012).
The major benefits of this diversified culture are that it aids in comforting travellers and
provide them homely comfort, it provides a positive organisational culture, and it aids in
retaining maximum travellers and hence provide large benefits in terms of revenues.
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1.2 Discuss the organisation structure of different hospitality structure.
Organisation structure refers to the hierarchy followed up for the purpose of assigning job
roles and communication purposes. In general, the hospitality organisations consist of vertical
organisation structure.
Tall structure: this sector mainly consists of vertical hierarchy whereby an individual has to
report to its immediate upper level. The hierarchy starts with the owner and followed by
general manager, operational manager, and then followed by other people. This is generally
followed in tourism and travelling organisation.
Flat structure: This is a type of organisational structure whereby varied departments are
formulated and further, these departments synchronised with each other for working and for
providing. This is more flexible and communicable structure whereby different department’s
works closely with each other and communicate same. Generally big international and
national hotels follow the flat structure concept (Harper, 2015).
Matrix organisational structure: It is a mixed combination of both tall and flat structure.
Different departments are formulated which works with each other co-ordinately and also
there is a tall hierarchy within the organisation. This is followed by airlines and railway travel
businesses (Harper, 2015).
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1.3 Assess the role of hospitality related organisations and professional bodies.
Hospitality industry is a strategic sector which contributes around 10% to GDP and is also a
reliable source for developing employment opportunities for workers (academically
proficient or not). There are large official and professional bodies which exist for
development of hospitality sector organisations such as British hospitality association, Spring
board UK, People 1st, institute of hospitality etc.
British hospitality association: This is a governmental organisation which is formulated
with the purpose of developing hospitality policies and procedures. BHA also publishes
research reports and collects data with regard to changing hospitality figures and changing
dimension. It alsodistributesmonetary compensation to different hospitality sectors and
industries for overall development and productivity (UKH Hospitality, 2018).
Spring board UK: This board is formulated for development of tourism and hospitality
sector organisations. This is specifically formulated for encouraging youth to enter into
hospitality sector and gain experience monetary and thus, aid in developing employment
opportunities (Bharwani, and Butt, 2012).
Institute of hospitality: This institute is developed with a view to provide hospitality
certification to students. It also provides practical training to students which guide them for
practical working environment and learn intellect services.
These organisations are contributing for development of hospitality sector and also face
issues faced in the hospitality organisation (Bharwani, and Butt, 2012).
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M1: An effective approach to study and research management structure of a selected
hospitality establishment has been applied.
Buell consulting group provides hospitality recruitment and management solutions. This
organisation was established and is in contacts with large number of clients. This organisation
provides supports to hospitality owners and operators (The Buell group, 2018). One of the
hotels visited through this consulting group is Hilton Plc:
Hilton Plc is a hotel industry established in 1994. Since, then Hilton has been into number of
business operations such as Hilton foods, Hilton food solutions, and has established itself
across number of countries. The hotel has established its unique features through provision of
culture and history in hotel industry. The organisations have become one of the most leisure
and high class organisation worldwide across. It follows the flat organisation structure
whereby different departments are formed and department heads are lined up with other
managers who further supervises his work (Hilton hotel and resorts, 2018).
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Task 2:
2.1 Assess the staffing requirements of different hospitality industries.
As evidenced from the BHA report, with the EU immigration, there is large vacancy for
personnel in hospitality industry.In hospitality sector, there are different vacancies like front
end workers, backend workers, ground level workers, operational managers, hospitality
services managers etc. (UKH Hospitality, 2018).
Majorly job requirements in hospitality services relates with thehuman oriented services and
is requires manly skills and qualifications. In UK hospitality industries, around 4.5 million
people are engaged in all the hospitality related organisations and still with EU immigrations
there is shortage of around 260,000 employees.The shortage present that people are not much
willing to take up hospitality services and also that the sector is growing so rapidly that the
shortage is not being able to fill up. There is shortage with the availability of skilled labour
who can easily work in hospitality sector. UK is also facing the issues of not having much
young generation population and hospitality sector require fresh, talented personalities who
can provide hospitality services (Kandampully, et. al., 2015).
Buell consulting group is an organisation which provides employment and management
solutions. Organisations works as recruitment assistance for different hospitality sectors such
as travelling, tourism, airlines (The Buell group, 2018).
It follows a recruitment process whereby people are called up for interview selection based
on academic and human skills.Further, it uses number of marketing measures such as
advertisements, online emails, online advertising for calling up candidates for filling
hospitality personnel requirements (The Buell group, 2018).
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2.2 Discuss the roles, responsibilities and qualification requirements for hospitality staff.
There are different job roles in hospitality staff which requisites different capabilities, skills
and expertise for performing responsibilities.In terms of specific job role in hospitality staff,
the job role of a front desk person in a hotel is quite difficult and cumbersome.
Job role of front end personnel:
 The front end personnel requirehandling customer queries services.
 It also provides customer solutions on calls/ telephone services as well.
 Its major duty includes providing reservation services to visitors with accommodation
intention and maintaining records of their entrance and exit to the hotel rooms.
 It job role requires to maintain direct contact with customers for getting direct
feedback from customers.
Responsibilities:
 Since, this job role requires direct contact with customers. The personnel is
responsible for resolving their grievances and concerns with the hotel services.
 It is also responsible for taking up their feedback and implementing necessary
changes for improved hotel services.
 It is also responsible for checking Identity’s of person entering into hotel and making
cross verification of visitors.
 Maintaining smooth flow of communication between hotel personnel and customer
requirements (Kandampully, et. al., 2015).
Qualifications:
 The qualifications vary in accordance with the hotel size.
 Big international hotels requireprofessional certification from hotel management
services.
 While small and medium sized restaurants requires, graduation academics for
performing the job role.
 The fresher’s are put in for training period so as to develop managerial and
intellectual skills within them (Kandampully, et. al., 2015).
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M2: A range of methods and techniques have been applied in assessing the supply and
demand for hospitality staff in the UK.
In UK, hospitality sector is quite large and contributes around 10% in GDP. There are
number of professional and official agencies which formulates surveys, assess requirements,
Research surveys: Organisations like BHA conducts surveys through quantitative and
qualitative techniques and obtain data with regard to employment opportunities, available
workers, requirement of labour and supply etc. In a recent survey by BHA, it was found that
with the EU immigrations, there is increase in shortage of hospitality personnel and there is
also issue with the population index with regard to opting such courses (UKH Hospitality,
2018).
Provision of management certification courses: There are varied institutes such as
“Institute of hospitality” which encourage and recommend students for taking up such
courses and pursue their careers into hospitality sector. These institutes take up counselling
services, marketing practices etc. for encouraging students towards hospitality services.
Government support: Since, hospitality is a strategic concern. UK official government
provides constant support through subsidies and other support for encouraging UK personnel
to opt for hospitality industry (Bharwani, and Butt, 2012).
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Task 3:
3.1 Analyse operational, managerial, and legislative issues resulting from recent
developments affecting the hospitality industry.
Hospitality industry is constantly growing and developments are constant but these changes
create issues in different hospitality sector as well. The following are issues faced:
Operational issues:
Varied developments have been done in hospitality industry which leads to changes in the
operational management in different sectors such as travel and tourism industry, railways,
airlines etc. For instance: in context of food organisation, allergic food has been classified
and refrained from using into preparation of food cuisines. Also, food items products must
also labelled with regard to allergic properties. Therefore, certain food items were prohibited
from being served (Atkinson, 2012).
Managerial issues:
Recent development in context of hospitality industry was related with ethical issues.
Councils are formed in relation to formulate ethical code of conduct to be followed by
hospitality industry. These are formed so as to ensure proper customer services to customers.
Legislative issues:
Recent development was in terms of alcohol consumption. There is restriction for provision
of alcohol for children below 18 years. The legislation allows supervisors to restrict people
for making misuse or creating unnecessary nuisances over the street or in any locality. The
alcohol consumption units are also provided with proper licensing for buying and selling of
alcohol products (Atkinson, 2012).
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3.2 Discuss the current image of the hospitality industry.
With the advent of 2000’s decades, hospitality services have gained equivalent importance
like other strategic sectors, manufacturing sector etc. Hospitality sector has constantly
widened and includes sectors like tourism sector, food and restaurants, food, bars cafes, pubs,
railways and airlines services etc. All these sectors are making huge contribution towards
GDP, employment opportunities, economy development, foreign exchange earnings, and
strengthening economic base. Today, there are large bodies and organisations which are
established for setting policies, procedures for hospitality sector.
Currently, hospitality sector has become specific and tend to provide customer-oriented
services and also there has been large competitive issues which are faced by within
organisations.
Customer oriented sector: Hospitality sector has become quite customer oriented.
Nowadays, people are bringing diversified cultural background, environment, food cuisines
etc. for facilitating travellers across globe and providing them home like services. With
increase social trend/ inclination of customers towards travelling different countries. There
has been increased focus over adaptation of different cultural background. Also, in almost all
hospitality sectors, there are proper policies, code of conduct and professional ethics to be
followed while dealing with customers. Every organisation maintains customer grievances
solutions so as to ensure that customers/ clients are given proper attention and focus for their
issues and concerns. It has become indeed necessary to provide respect, dignity and proper
security (Mok, et. al., 2013).
Increase competitive inclination: with increased profitability and revenues in hospitality
sector, there has been increased competition in almost all strategic sectors namely tourism
sector, food and restaurant sector etc. Therefore, there is increase inclination towards
marketing one’s products. Marketing and advertising measures are used for marketing one’s
products and attracting customers. Marketing is a crucial tool which performs gathers much
attention and aids in enhancing their revenues and profitability. Nowadays, online market
tools plays crucial role such as Facebook, Instagram etc. which connects every person on the
earth with each other (Mok, et. al., 2013).
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M3: The appropriate structure and approach has been used to study and analyse the
recent developments affecting the hospitality industry.
Recent development in hospitality industry has been researched through online websites
reports and online journals as published by authors. The online websites provides recent
changes and developments and their possible future impact over the industry. Online journals
are published after considering number of tools and techniques and appropriate qualitative
data and use of mixed operational techniques. Hence, recent developments has been analysed
in context of food industry, and alcohol licensing laws etc (Walker, 2016).
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Task 4:
4.1 Present justified predictions for potential trends and developments in hospitality.
In hospitality sector, large development has already occurred. But still, there are large
futuristic developments which might lead to furtherance of hospitality sector. The following
are few options which have potential trend in the hospitality sector:
Technological advancements: Technology advancements are crucial and are made for
developing techniques for easing services in hospitality sector. Few innovations which can be
formed are real time gadgets. These gadgets are formed for securing time limitations and
improving operational processes. Mobile accessories are also a get invention which provides
number of software applications which ease in travelling guidance. Hospitality sector also
can use number of mobile applications for performing marketing and advertising processes.
Food developments: Food industries and organisations make development through preparing
different cuisines and food operations. These food items aid in attracting diversified
customers across globe. People are making use of large online platform for indulging into
different cuisines and presenting food to all other people.
Online travelling platform: travelling has become quite simple with the advent of mobile
applications and internet facilities. This trend has boosted travelling and tourism sector to a
large extent (Bharwani, and Jauhari, 2013).
Development of newer experiences/ innovations: Hospitality services are about experiences
and environment. New experiences and innovations are always welcomed in such sectors.
People tend to follow up experiences which offer newer services and innovative experiences.
There are many countries which focus on providing different and unique services to
customers (Bharwani, and Jauhari, 2013).
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4.2 Produce an impact analysis for the predicted trends and developments.
Social trends and developments are continuous and required as human nature requires
changes and innovations. Technology developments are going on and will also be successful
in future as well.
In service sector, there are large requirements to predict and analyse the timely performances.
Real time gadgets will be highly helpful for customers and service provider for delivering
timely services. Customers require timely services which manages their time and efforts as
well. Also, service organisations can also well plans their operational processes and can give
effective performance (Bharwani, and Jauhari, 2013).
The use of online platform for indulging into multi cuisines are another important aspect. The
multi cuisines offer wide variety of food and homely atmosphere to travellers and visitors.
There is abundance of social sites which provides cultural and background information about
different countries and cultural aspects.
Mobile applications for travelling purpose are yet another invention for easing travelling both
for travellers and service providers. Hospitality sector can easily create their mobile
applications which provides larger interface for connecting with travellers across globe.
Newer innovative experiences are developed with a view to encourage travellers and visitors
to visit. The new experience enhances productivity and also boost revenues for a nation and
social trends must be constantly improved and developed (Bharwani, and Jauhari, 2013).
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Conclusion:
This assignment deeply analysed the role of hospitality sector and its emergence in UK. UK
is considered as one of the most developed country and its official department also work in
for furtherance of improved services for all sectors. Hospitality sector has also gained huge
importance in the last few decades and is considered as one of the strategic sector for making
contribution towards economy. Hospitality sector is quite wide and includes ample of
services which provide different experience and specific services to customers. But with the
passage of time, hospitality sector has also changed and has become more customer specific.
Customisation has led to development of wider services and has increased indulgence of
cross culture and incorporation of specific services. Since, hospitality sector has emerged as
one of the greater contributor towards GDP, professional bodies has also developed specific
policies towards these organisations and made them professional working organisations. In
this assignment, there is analysis of Buell consulting group, which is hospitality operator and
provides consulting and management solutions to other hospitality organisations. There is
also analysis of Hilton hotel group which has emerged as one of the finest and developed
leisure hotels across globe and provides diversified services.
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References:
 Atkinson, H., 2012. Performance measurement in the international hospitality
industry. In Accounting and financial management (pp. 65-89). Routledge.
 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.
 Bharwani, S. and Jauhari, V., 2013. An exploratory study of competencies required to
co-create memorable customer experiences in the hospitality industry. International
Journal of Contemporary Hospitality Management, 25(6), pp.823-843.
 Brotherton, B. ed., 2012. International Hospitality Industry. Routledge.
 Harper, C., 2015. Organizations: Structures, processes and outcomes. Routledge.
 Hilton hotel and resorts, 2018. About Hilton. [Online] Hilton.com. Available at:
http://www3.hilton.com/en/about/index.html?cid=OM,HH,defaultA4,BrandNav.
(Accessed as on: 16th April, 2018).
 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.
 Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in
hospitality, tourism, and leisure. Routledge.
 The Buell group, 2018. About us. [Online] buellconsult.co.uk. Available at:
https://www.buellconsult.co.uk/about-us/joining-buell. (Accessed as on: 16th April,
2018).
 The Buell group, 2018. Home. [Online] buellconsult.co.uk. Available at:
https://www.buellconsult.co.uk/. (Accessed as on: 16th April, 2018).
 UKH Hospitality, 2018. Hospitality and Tourism industry announces first post-Brexit
sector skills strategy. [Online]bha.org.uk. Available at:
http://www.bha.org.uk/hospitality-tourism-industry-announces-first-post-brexit-
sector-skills-strategy-2/. (Accessed as on: 16th April, 2018).
 Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.
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