Unit 1 - The Contemporary Hospitality Industry

Contemporary Hospitality
Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Exploration of distinct business types in hospitality industry along with diverse products
and services offered by them.......................................................................................................1
P2. Examining operational as well as functional departments in the hospitality company ........3
P3. Discussion on contribution of hospitality industry towards distinct economies...................4
TASK 2............................................................................................................................................5
P4. Investigation of distinct operational roles in hospitality industry.........................................5
P5. Examining skills that are required for roles in hospitality industry addition to existing
shortage of skills..........................................................................................................................6
TASK 3............................................................................................................................................7
Covered in PPT............................................................................................................................7
TASK 4............................................................................................................................................7
Covered in PPT............................................................................................................................7
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality is described to the relationship that a guest and host have in which host
receive guests with goodwill comprising reception, entertainment etc of visitors, strangers an
others. Hospitality industry is said to panoramic category of field in service sector which
consider lodging, event programming, services of food and drinks (Bharwani and Talib, 2017).
To gain insights for contemporary hospitality industry, Corinthia Hotels is chosen. It is located at
London, UK. It is a luxury hotel which makes travelling enjoyable for guests and also provide
service of exclusive club to its known guests. The hotel is planning for expansion in Asia so that
it can increase its customer base and makes sustainable position through offering unique
services.
The report covers information about distinct business types that works and offer various
products and services within hospitality industry, range of functional together with operational
departments, contribution made by the industry in various economies. It also investigates
operational roles and skills addition to shortage of skills for the roles.
TASK 1
P1. Exploration of distinct business types in hospitality industry along with diverse products and
services offered by them
Hospitality industry is defined as establishments that provide light refreshments,
accommodation, meals and other services to travellers and tourists. In other words, it refers to
hotel, motel or other businesses which offers and provides short term lodging, proper
accommodation, varied entertainment facilities, with or without meals (Boella and Goss-Turner,
2019.). Hospitality sector is a wide area in which hospitality is classified in multiple types that
expands its size. In this context, consultant working in Corinthia Hotels have identified the
distinct business types or that work in this industry that are as follows:
Accommodation: The broad business type in the industry is accommodation by offering
various packages that are within the budget for people having large preferences for travelling.
This business type features ambit from luxurious hotels, lavish resorts to camp-grounds. It ranges
from bed as well as breakfast enterprises for offering lodging services. Corinthia Hotels provides
accommodation to large guests that creates demand for its services in other countries like Asia
and many more.
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Bars and nightclubs: It is other business type that provides entertainment venue which
widely opens doors for guest from evening till late nights. Nightclubs and bars offers customers a
place for unwinding from day to day routines and with quite relaxations of high end cocktails as
well as high energy musics, crowded dance floors etc that attracts wide clientele. In context to
Corinthia Hotels, this business facility is also offered to its guests that refreshed moods and
create energy among people.
Membership clubs and events: In hospitality industry, membership organisations allows
citizens to subscribe as well as requires payment of small subscription fee for clubs and events
(Book, Gatling and Kim, 2019). These business have specific purpose that include connecting
citizens together and encourage collaborations. Corinthia Hotels have business relations with
these business types so that its known people can attend events and enjoy their offerings.
Different products and services:
Within hospitality industry, business types offers large range of products and services.
Following are the offered products and services of Corinthia Hotels:
 Rooms: Corinthia Hotels have around 283 rooms in which styles are contemporary, but
provides comforts which are unbeatable. Its rooms includes study desk, king bed, bathtub
having built in TV as well as separate shower.
 Amenities: Amenities are the extra which makes stay more enjoyable. In Corinthia
Hotels, amenities offered to guests include parking, breakfast, in room facilities, bar or
lounge, fitness centre and many more.
 Transportation modes: Providing transportation is essential for businesses in hospitality
industry. In Corinthia Hotels, transportation modes offered are courtesy coaches, cars for
official work, ambulance an staff transportation.
 Quick response: It is important for businesses in hospitality service to offer service of
quick response. Managers of Corinthia Hotels quickly responses towards any issue that
customer faces.
 Service style: Corinthia Hotels offers service for dining in many styles. Some of them
are Pre plated services, high end restaurant, gueridon service, silver service etc.
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P2. Examining operational as well as functional departments in the hospitality company
Within hospitality sector, different business adopts different organisational structure as
per their culture, mission and behaviour (Chon and Zoltan, 2019). In Corinthia Hotels, tall
organisational structure is used as the hotel have distinct level of employees ranging from
manager to workers. In this structure, departments are classified into operational, human
resource management, functional and many more to manage workings effectively. The
operational along with functional department are as follows:
Operational department: This department is mainly responsible for managing operations
including housekeeping, food production, front office and many more. Following are part of
operational department in Corinthia Hotels:
 Housekeeping department: The department is found in all hospitality companies as it
impacts on experience of guests directly. Housekeeping department of Corinthia Hotels is
majorly responsible for maintenance, cleanliness along with aesthetic unkeep of back
areas, surrounding of hotel and rooms for immaculating care of all areas at all times.
 Food production department: In hospitality company, food production department
looks after food and beverages which are demanded by guests. In Corinthia Hotels, the
department is responsible for preparing variety of food items. Kitchen porter, sous chef,
kitchen manager, chef etc are few essential job roles in food production department.
 Front office department: Various functions including room assignment, reservation,
settlement of bills and registration are performed by front office department (Esfahani
and Ozturk, 2019). In Corinthia Hotels, the department is nerve centre as employees of it
welcomes guests, help them register, carry luggage etc to assist guests and ensures to
meet their expectations or preferences timely.
Functional department: For smoothly running activities and meeting organisational
needs, functional department plays important role in hospitality sector. Key areas of functional
department in Corinthia Hotels are below examines:
 Marketing department: The department understands as well as satisfies requirements of
audiences in profitable manner. In Corinthia Hotels, main role of marketing departmnet
is for bring business addition to maximising sales of products and services that are
offered by the hotel.
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 Finance department: To maintain all kinds of financial transactions, financial
department plays key role. Within Corinthia Hotels, finance department handles wide
variety of activity comprising invoicing customers, cost controlling, dealing with
taxation, budgeting, managing payroll systems. Preparing financial statements and many
more.
Operational department and functional department are interrelated with each other (Hall
and Prayag, 2019). In Corinthia Hotels, functions and decision devised by top authorities in
operational department interacts with functional department also. Both functions coordinates
their functions and helps the company to achieve recognised objectives promptly.
P3. Discussion on contribution of hospitality industry towards distinct economies
Hospitality is one of largest addition to fastest growing industry across globe. It is largely
represented by restaurants, leisure and hotel companies as well as produces nearby 4% of GDP
of UK. There are more than 46000 hotels addition to guest houses in UK that caters neds of
travellers or guests for achieving investment returns for the stakeholders (Size of UK' hospitality
industry, 2020). Some of popular hospitality businesses that contributed greatly towards different
economies are Corinthia Hotels, Mariott, Clayton Hotel and many more. Following are the
contributions towards economies of the entire hospitality industry:
Local economy: Hospitality industry contributes in local economy through enhancing job
opportunities for local residents, developing infrastructure and uplifting living standards of
citizens that are part of local economy. For example, Corinthia Hotels is one of biggest
contributor in developing local economy by giving preference to local people for jobs and
enhancing their livings through investing in infrastructure.
National economy: Hospitality industry contributes in healthy growth addition to
accounts for nearby 7.5% of GDP on the nation (Iyer and Jarvis, 2019). The industry majorly
contributes through attracting international guests towards the culture and tradition of nation.
Moreover, through paying taxes, increasing infrastructure development and having reciprocal
relations with many other sectors like aviation, transportation etc strengthens development of
national economy.
International economy: Growth ahead of international hospitality sector impacts
positively on global economy. The sector is accountable for more than 313 million employment
worldwide that translates towards 9.9% total jobs along with 20% of international net jobs
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created in arts, culture and others. With globalisation as well as technologies, hospitality
companies uses opportunities for international expansion and contributes in meeting satisfactions
of guests at international level
TASK 2
P4. Investigation of distinct operational roles in hospitality industry
In Corinthia Hotels, distinct operational roles are performed to engage within activities of
business as full time workforce which comprises direct management, production management,
superintendence or performance of continuous development and so on. The different operational
roles within the hotel are as investigated:
Supervisory role: Supervisors in company have wide number of roles to perform so that
workings are completed on time and efficiencies are enhanced as maximum as possible (Lalicic
and Dickinger, 2019). Main supervisory role in hospitality business are of educator, counselor
and director. In context to Corinthia Hotels, supervisors plays role of supervising operations in
all departments, assist general manager for management tasks including distributing payroll
checks as well as creating work schedules, maintaining inventory, interacting with guests for
ensuring that they receives quality experience and checking protocols of hotel are followed
properly.
Front line manager: Front-line manages makes around 60% ranks of organisational
management. In hospitality business, front-line managers have role of motivating along with
bolstering morale of individuals that works in company for designing, selling and deliver
products and services to the visitors or customers. In Corinthia Hotels, roles of front line
manager are for enhancing relations with staff members along with workers via communicating
effectively, making reservations for guests through inline and offline modes, allotting them
rooms and managing attraction points of hotel.
Back office manager: In hospitality business, back office managers provides
administrative addition to managerial support to manpower that works in front office of entity
(Pappas and Michopoulou, 2019). Back office manager never interact with customers or guests
directly but works for ensuring smooth running of entire practices. The role of back office
manager in Corinthia Hotels are performing market research, assisting Front Office
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team,organising staff meetings, supporting management, coordinating with sales force, updating
calendars and processing organisational invoices, bills along with receipts.
P5. Examining skills that are required for roles in hospitality industry addition to existing
shortage of skills
Hospitality industry is large dependent on distinct roles so that activities are completed
on time and expectations of guests are met effectively (Pizam, Shapoval and Ellis, 2016.). In
relevance to Corinthia Hotels, the skills which are required for roles in the industry are as
examined:
Customer service skills: In operational role, the one thing which makes as well as breaks
an individual is their skills or ability for meeting customer expectation. Moreover, customer
service skill is about addressing customer needs along with ensuring to provide good experience
to them. As skill set, operational role in Corinthia Hotels entails active listening, communication
and empathy that helps in handling difficult customers effectively through putting smile and
remaining professional.
Multitasking skills: The skill for performing multiple task at a time and handling wide
activities at once is said to multitasking skill. In Corinthia Hotels, functional roles required
multitasking skill so that time and activities are effectively prioritised as well as managed while
handling pressure. The skill assist in achieving success through engaging and accomplishing
multiple task properly.
Cultural awareness skills: Hospitality industry attracts customers that belongs to
different cultures. Moreover, in hospitality business, there is diversity of employees belonging to
distinct cultural backgrounds. So the skill is key required in Corinthia Hotels for managing
people through adapting attitudes and norms of distinct cultures for building success career for a
job role.
Shortage of current skills
In hospitality industry, diverse number of factors drives skills shortage among roles at
workplace. Bask of old days, software developers, technicians and computer engineers were
hardest things to find people. In present era, booming areas requires all types of workers
including skilled, semi-skilled addition to unskilled manpower that causes shortage of existing
skills (Tarasionak and Dziadok, 2019). In relevance to Corinthia Hotels, the main reason for
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existing skill shortage are high expectations for wages, political landscape, diverse opportunities
in other industry, industrial image, migratory and , mobile labour force.
TASK 3
Covered in PPT
TASK 4
Covered in PPT
CONCLUSION
From the report, it is concluded that contemporary hospitality sector includes hotels
addition to food service. Different businesses that work in the industry are accommodation, bars,
nightclubs, membership clubs addition to events. At same time, various products and services
that are been offered by the businesses includes rooms, amenities, transportation mode, service
style and many more. Housekeeping, Food production, and Front office works under operational
department while Marketing, Human resource, information technology and Finance operates
within Functional department. The skills needed for roles in the sector are Customer service
skills, multitasking skill and cultural awareness skills.
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REFERENCES
Books and Journals:
Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: A conceptual
framework. International Journal of Contemporary Hospitality Management.
Boella, M. J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Book, L., Gatling, A. and Kim, J., 2019. The effects of leadership satisfaction on employee
engagement, loyalty, and retention in the hospitality industry. Journal of Human
Resources in Hospitality & Tourism. 18(3). pp.368-393.
Chon, K. K. S. and Zoltan, J., 2019. Role of servant leadership in contemporary hospitality.
International Journal of Contemporary Hospitality Management.
Esfahani, S. S. and Ozturk, A. B., 2019. The influence of individual differences on NFC-based
mobile payment adoption in the restaurant industry. Journal of Hospitality and Tourism
Technology.
Hall, C. M. and Prayag, G. eds., 2019. The Routledge handbook of halal hospitality and Islamic
tourism. Routledge.
Iyer, G. R. and Jarvis, L., 2019. CSR adoption in the multinational hospitality context.
International Journal of Contemporary Hospitality Management.
Lalicic, L. and Dickinger, A., 2019. Harvesting tourists’ ideas through an idea contest.
International Journal of Contemporary Hospitality Management.
Pappas, N. and Michopoulou, E., 2019. Hospitality in a Changing World. Hospitality & Society.
9(3). pp.259-265.
Pizam, A., Shapoval, V. and Ellis, T., 2016. Customer satisfaction and its measurement in
hospitality enterprises: a revisit and update. International Journal of Contemporary
Hospitality Management.
Tarasionak, A. I. and Dziadok, V. M., 2019. The Development of the Tourism and Hospitality
Industry. In Modeling Economic Growth in Contemporary Belarus. Emerald Publishing
Limited.
Online:
Corinthia Hotels. 2020. [Online]. Available through: <https://www.corinthia.com/london/>
Size of UK' hospitality industry. 2020. [Online]. Available through:
<https://www.planradar.com/uk-hospitality-industry-growth/>
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