Different Businesses and Products in Hospitality Industry

This report discusses the different businesses within the hospitality industry and the diverse range of products and services offered by them. It also explores the operational and functional departments within a chosen hospitality business organization. Additionally, it examines the contribution of the hospitality industry to global and domestic economies. The report further discusses the various operational roles within the industry and the skills required for these roles, as well as the current skill shortages.

The Contemporary
Hospitality Industry
(LO1 & LO2)

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Different businesses within hospitality industry and the diverse range of products and
services offered by them..............................................................................................................1
P2 Operational and functional departments within a chosen hospitality business organisation. 2
P3 Contribution of hospitality business to global and domestic economies...............................3
TASK 2............................................................................................................................................4
P4 Different operational roles within hospitality industry..........................................................4
P5 Skills required for roles in hospitality industry and the current skill shortages.....................5
TASK 3............................................................................................................................................6
Covered in PPT............................................................................................................................6
TASK 4............................................................................................................................................6
Covered in PPT............................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality industry includes a wide range of business organisations providing unique
experiences and different kinds of products and services to a range of customers from all across
the world like accommodation, travel, food or entertainment (Slattery, 2002). Premier Inn Hotels
is the largest chain of hotels in United Kingdom which was founded in the year 1987 and is
headquartered in Dunstable, England, United Kingdom (Tempest, 2008). Over the last few years,
company has expanded its operations to other countries internationally such as India, Germany,
UAE etcetera. The management of company plans to expand to other Asian countries and is
evaluating different investment opportunities. In the following report, different businesses within
the hospitality industry are evaluated and different functional and operational departments of a
hospitality business organisation are being discussed. The report also considers the contribution
of hospitality industry to the world and national economies. Various kinds of roles within the
industry are being discussed to identify the skills required and the current shortages of skills in
the hospitality industry.
TASK 1
P1 Different businesses within hospitality industry and the diverse range of products and services
offered by them.
Growth in hospitality industry has been exponential over the past decade increasing the
diverse range of business organisations operating in the industry and offering distinct services
and products. Some of the key businesses within the hospitality industry are:
Accommodation and Lodging: Accommodation and lodging business organisations within
the hospitality industry provides the tourists and visitors a place to stay and live. Increasing
international tourism activities has primarily increased the demand for accommodation services
in the industry (Kay, 2003). Business organisations under accommodation and lodging provides
the visitors services such as desert camping, luxurious and premium resorts, premium hotel
rooms, adventure camping etcetera. A wide scope of additional services exist in the
accommodation sector such as breakfast, wi-fi etcetera.
Travel and tourism: It is vital sector in the hospitality industry which provides services
that helps in transportation and movement of people from one place to another such as airlines,
cruise, etcetera. This sector is instrumental for the overall performance and contribution of
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hospitality industry. Luxury travel services, recreational cruise packages, economy class travel
services etcetera are the different kinds of services which are provided under travel and tourism
sector.
Food and Beverages: It is considered to be one of the largest segment of hospitality
industry providing food products and services to the people. Diversity within the food and
beverage sector is evident and prominent such as high-end luxury dining restaurants, bars, coffee
houses, quick-service establishments, fast food joints providing products such as burgers and
rolls etcetera (Martinez, 2013). Food and beverage business organisations also form a major
component of many other hospitality businesses such as hotels now-a-days provides food
products along with accommodation services. Merger of food and beverage industry with the
other hospitality businesses is a prime factor contributing to its recent growth.
Recreation and Entertainment: Recreation and entertainment business organisations
within the hospitality industry enhances the holiday experience for tourists and satisfies the
thrilling and adventurous needs of people. Dimensions and aspects of this sector includes
nightclubs, theme parks, water parks, adventure sports, water sports, zoo, beaches etcetera.
Primary, every business organisation providing relaxation and enjoyment activities can be
termed as a recreation and entertainment business.
P2 Operational and functional departments within a chosen hospitality business organisation.
Accommodation and lodging business organisations comprises of interconnected
operational and functional departments which determines the success of the organisation. Major
operational and functional departments in Premier Inn Hotels are:
Operational Departments:
It includes departments that have the responsibility of executing and coordinating the
day-to-day activities of the business organisation and the major operational departments of an
organisation depends on the nature of business. In the context of Premier Inn Hotels, key
operational departments include:
Front office Department: It is the department responsible for having the first and
foremost impression on the customers and create a positive image of the hotel. In the context of
Premier Inn Hotels, front office department handles all kinds of customer queries and welcomes
the visitors in a very professional and hospitable manner to increase the customer satisfaction
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levels (Bardi, 2003). Providing relevant and crucial information to the visitors is also the
responsibility of front office department.
Housekeeping Department: Maintaining high standards of cleanliness is the duty and task
of the housekeeping department to ensure high level of customer experience and satisfaction.
Housekeeping department of Premier Inn Hotels ensures that every area and facility of the hotel
such as lobby, reception, rooms etcetera is clean and has the attractive ability (Andrews, 2013).
A high degree of interrelation and coordination should be there between front-office and
housekeeping department to ensure that complaints and demands of guests with respect to
cleanliness are forwarded to housekeeping department and high quality of service is provided to
customers.
Functional Departments:
Every organisation irrespective of its nature of business and the industry has to undertake
a few functional areas such as HR, Marketing, Sales, Finance etcetera which are termed as
functional departments. Few of the functional departments of Premier Inn Hotels are:
Human Resource Department: In the context of Premier Inn Hotels, human resource
management is a very crucial function which ensures high productivity and performance of the
employees by maintaining employee motivation and morale which is essential for providing a
high quality of service in the accommodation and lodging sector (Nickson, 2013).
Sales Department: Every hotel business organisation determines a target for revenue and
sales which has to be attained and worked upon by the sales team of the organisation. Effective
customer pitch and converting leads is the function of sales department. HR department of
Premier Inn Hotels has to work in harmony with the sales department of the company to ensure
motivation of sales force for accomplishment of company’s targets and objectives.
P3 Contribution of hospitality business to global and domestic economies.
Growth in the hospitality industry over the last decade has been exponential and various
positive contributions have been made as a result to the local as well as global economies.
Generation of employment opportunities all over the world from hospitality industry has been
significant and the contribution of hospitality industry in the world production can’t be
overlooked. Approximately 10.4% of the total gross production in the world is attributable to
hospitality industry amounting to roughly 8.8 Trillion USD at the end of year 2018. Hospitality
industry provides employment to over 320 million people all across the globe. (How Has The
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Hospitality Industry Evolved Since Its Origins, 2019). More than 1,27,000 business
organisations in United Kingdom are associated with hospitality and tourism industry which
includes organisations of different scale and size. In United Kingdom, hospitality industry is the
fourth largest employer which provides more than 3.2 Million direct jobs and 2.8 Million indirect
jobs in year 2016. Direct contribution of the hospitality industry in the production within United
Kingdom is valued to be 73 Billion Pounds with a further indirect contribution of 87 Billion
Pounds in year 2016 (Hospitality’s contribution to UK economy outpacing other sectors, 2017).
With such a massive impact and influence in generation of employment opportunities and
contribution to gross domestic production, the importance and significance of hospitality
industry in national and world economies can’t be overstated.
TASK 2
P4 Different operational roles within hospitality industry.
Various skilled and semi-skilled operational roles exist within the hospitality industry due
to the large pool of services and products which are being offered to customers. Considering the
business organisation of Premier Inn Hotels, some of the operational roles in the company are as
follows:
Managers: Different managerial positions and roles exist within the organisation of
Premier Inn Hotels such as general manager, food and kitchen manager, sales manager etcetera.
Primary role and responsibility of the managers within hospitality industry involves monitoring
the execution of tasks by their respective teams and motivating the team members for attainment
of team and organisational goals.
Housekeepers: Individuals who are responsible for the maintaining the standard of
cleanliness in the accommodation facility and make sure that rooms and other areas of the
establishment are attractive for the guests. Physical strength and stamina is essential for
completing the tasks and role as a housekeeper.
Porters: Porter has the duty of helping the customers with their luggage and bags such as
taking the luggage of the customers to their respective rooms or bringing the luggage from rooms
to lobby and reception. It is another support staff role in the context of Premier Inn Hotels.
Front Desk Executives: Employees at the front-desk are responsible for interacting with
the customers and providing them relevant information to create a good image and goodwill of
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the company. Customer interaction and complaint handling is the most important job of a front-
desk executive which determines the complete experience and satisfaction of the customer
(Shao, 2017).
Back-end Executives: Employees as the back-end executives in Premier Inn Hotels look
after all the bookings and reservations which are made by the customers and provide every kind
of support to the customers before their stay at the hotel starts. Additional facilities of back-end
executives also involves making targeted promotional messages and providing a smooth
payment gateway or platform to the customers in case of online bookings.
Security Professionals: Safety and security of the guests is the primary concern of
management of Premier Inn Hotels. Efforts are made to provide the guests an environment where
they feel safe and comfortable and can have a premium and rich experience. Security
professionals are trained individuals responsible for monitoring the safety and security of the
place (Clifton, 2019).
P5 Skills required for roles in hospitality industry and the current skill shortages.
Important and significant skills and competencies which are imperative for various roles
within the hospitality industry and the context of Premier Inn Hotels are as follows:
Communication Skills: Almost every role within the hospitality industry requires employees
to interact and communicate with the guests in a professional and effective manner. Hence,
fluent communication skills are crucial for executing roles and responsibilities within the
hospitality industry (Lolli, 2013).
Leadership Skills: Managers within the industry are expected to motivate employees and
lead them for providing the best quality of service to the customers. Thus, leadership skills which
enables the manager to influence the behaviour of employees and team members are
instrumental for the success in execution of job requirements (Suh, West and Shin, 2012).
Emotional Intelligence: Emotional intelligence helps the employees to understand the needs
and requirements of the customers and respond in an empathetic manner after understanding the
position of the customer and solve their complaints and problems. It helps in improving the
quality of service being provided to the customers (Wolfe and Kim, 2013).
Problem-solving Skills: Creative thinking and problem-solving abilities helps an employee
to turn a potential bad review into a good review for the company and this underpins the
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importance of problem-solving skills in hospitality industry where spontaneity and quick
responsiveness plays a major role in determining customer satisfaction levels.
Cultural Awareness: In the context of Premier Inn Hotels, tourists and visitors come from
different parts of the world with conflicting cultural and traditional values and beliefs. Thus, it
gets important for the employees to have knowledge with respect to different cultures and act in
a manner which is in harmony with the cultural beliefs of the guests (Kotsaga, 2015).
It has been observed that there exists a high employee turnover in the hospitality industry
which leads to ineffective customer service at multiple occasions. Skill shortages in the
hospitality industry can be related with the lack of important skills in the employees who are
expected to provide service to the customers such as emotional intelligence, cultural awareness
and most importantly problem-solving ability (Rok, 2012). Hence, the management of Premier
Inn Hotels should undertake employee training and development based on these skills and
personality attributes to mitigate the gap between skill requirements in hospitality industry.
TASK 3
Covered in PPT
TASK 4
Covered in PPT
CONCLUSION
Based on the above discussions, it has been concluded that different types of business
organisations exist within the hospitality industry providing valuable and wide range of services
and products to customers. Every business organisation in the hospitality industry comprises of
different operational and functional departments which are coordinated by the management. It
has also been summarised that hospitality industry has a major contribution in the generation of
employment and production in the world economy. At last, various skills are required for the
different range of roles in the hospitality industry such as communication skills and problem-
solving skills which should be fostered and inculcated into the employee through training and
development programs.
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REFERENCES
Books and Journals
Andrews, S., 2013. Hotel housekeeping: A training manual. Tata McGraw-Hill Education.
Bardi, J.A., 2003. Hotel front office management. John Wiley & Sons Ltd.
Clifton, D., 2019. Hospitality Security: Managing Security in Today's Hotel, Lodging,
Entertainment, and Tourism Environment. CRC Press.
Kay, A.C., 2003. A Little Enterprise of her Own: Lodging-house keeping and the
accommodation business in nineteenth-century London. The London Journal. 28(2).
pp.41-53.
Kotsaga, E., 2015. Cross-cultural training as critical factor of cultural intelligence in the
hospitality industry. Tourismos. 10(2). pp.213-222.
Lolli, J.C., 2013. Interpersonal communication skills and the young hospitality leader: Are they
prepared?. International journal of hospitality management. 32. pp.295-298.
Martinez, M.G. ed., 2013. Open innovation in the food and beverage industry. Elsevier.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Rok, M., 2012. Labour Market Sk ill Deficiencies in the Tourism and Hospitality Industry. Naše
gospodarstvo/Our economy. 58(3-4). pp.80-87.
Shao, Y., 2017. The effect of front desk employees' characteriestics on the first impression of
customers and customers' satisfaction (Doctoral dissertation, University of Missouri--
Columbia).
Slattery, P., 2002. Finding the hospitality industry. Journal of Hospitality, Leisure, Sport and
Tourism Education. 1(1). pp.19-28.
Suh, E., West, J.J. and Shin, J., 2012. Important competency requirements for managers in the
hospitality industry. Journal of hospitality, leisure, sport & tourism education. 11(2).
pp.101-112.
Tempest, G., 2008. The development and launch of Premier Inn. Hospitality Review. 10(4). pp.5-
11.
Wolfe, K. and Kim, H.J., 2013. Emotional intelligence, job satisfaction, and job tenure among
hotel managers. Journal of Human Resources in Hospitality & Tourism. 12(2). pp.175-
191.
Online
Hospitality’s contribution to UK economy outpacing other sectors. 2017. [Online]. Available
thru <https://www.travelweekly.co.uk/articles/282542/hospitalitys-contribution-to-uk-economy-
outpacing-other-sectors>
How Has The Hospitality Industry Evolved Since Its Origins. 2019. [Online]. Available thru<
https://hospitalityinsights.ehl.edu/hospitality-and-tourism-industry>
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