Unit 1 - The Contemporary Hospitality Industry

This document provides an overview of the contemporary hospitality industry, including different types of businesses, functions and operations in hotels, contribution to the economy, operational roles, skills requirements, and the impact of external factors. It also discusses current trends in the industry.

Unit 1 - The Contemporary
Hospitality Industry

Table of Content
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
P1- Different types of business within Hospitality industry......................................................3
P2 different function and operations in Hotels ..........................................................................4
P3- Contribution of the hospitality industry to local, national and international economy........5
P4- Diffraction operational roles within the hospitality industry..............................................6
P5-Skills requirement for the role within the hospitality industry and current shortage of the
skills ...........................................................................................................................................7
P6- impact of external factors of the business...........................................................................8
P7- Swot analysis to Asses the companies strength and their weakness..................................9
P8- Current trends in Hospitality Industry................................................................................10
CONCLSUION .............................................................................................................................11
REFERENCESS............................................................................................................................12

INTRODUCTION
The Hospitality operation management programs offer the business skills and acumen
to work in a wide range of area within this multifaceted industry. Those areas include front
desk management, housekeeping operations, food & beverage management and human
resources planning.
This report will cover case study of Haven Hotel London which top Canadian hotels
who are having presence in all over the world. This report will discuss types of businesses
within hospitality industry and product which they offer. It will discuss operational and
functional department within the Haven Hotel and also explain the contribution of the Hotel
to the economy of the country. This report will analyze the different operational roles and it
will also conclude the impact of external factors to develop this industry. It will include SWOT
analysis to know strength and weakness of the Haven Hotel.
MAIN BODY
P1- Different types of business within Hospitality industry
Hospitality industry include various business who have different function and different
services. This industry covers Restaurant; Pubs, bars and nightclubs, Hotels, clubs and many
more.
Food and beverages
the food and beverages sector is the part of the Hospitality industry and this sector
provides food and varieties of the drinks to their business and it is comprised the establishment
engaged in preparing the snacks, meals and beverages fro the immediate consumption by the
customers (Akhalaia and Vasadze., 2016). When the restaurant is the part of the Hotels the
services it renders ca enhance the guest experience by providing the excellent food and first
class customer services.
Travel and tourism
Travel and Tourism Deal with the services related to moving people from the place to
place through the different transposition like plan, bus, ships etc which are part of this sector .
Traveling include every things like accommodation , food and beverages and transportation
etc. an have collaboration with each sector in the hospitality industry. One of the major
function of the tourism companies is to attract people and encourage them to take the traveling

pack, when people travel , either for the business or the leisure, they spend money on
hospitality.
Lodging
Lodging means accommodation for the place to sleep for the more than 1 night, fancy
hotels, campground , motels and other business are the part of the Lodging. They provide the
place where people can stay and sleep over a night. The lodging business markets to the other
market segments such as the traveling business , long stay travelers ad the budget travelers and
the special travelers like people working with the government, military and the airlines etc .
Recreation
Recreation is any activity that people do for rest, relaxation, and enjoyment. The goal of
recreation is to refresh a person's body and mind (Armstrong, M., 2016). Any business that
provides activities for rest, relaxation and enjoyment, to refresh a person's body and mind is in
the recreation business.
The entertainment business which provides the shows such as the theater and the
movie's attraction which are places of the special interest of the visits such as the Zoos and
the Museums are the part of the Recreation business.
P2 different function and operations in Hotels
There are many different functions and operation which helps the Haven Hotel to gain
customers locality and competitive advantages in the market where they are operating their
business. Some of the operational areas like Front office, Housekeeping, security, HRM and
guest services are the main part of this company which run different different activities and
provide satisfaction to the guest so company can gain customers loyalty (Boella and Goss-
Turner., 2019).
Frond disk
This is the area where people come fro the inquiry about the Hostel and availability of
the hotel room. This is the department which makes first impress on the guest and provide the
services like provide them information and also confirm their booking. They also welcome the
guest when they arrived in the hotel this is their responsibility to communicate with them
properly and solve their problems if guest have query.
Housekeeping

The housekeeping department is responsible to make ready the book room before the
guest arrive in the hotel. They clean the every part of the room and maintain the bad and other
things which are necessary for the room to look good and also check the facilities and
equipment are working properly in the room or not.
Security
Security is important for the guest who helps to protect them from theft. Their roles are
to stand outside the hotel gate and provide security to their guest when it s needed. Hotel Four
Season hotel also provide the camera security and operate look the security through the camera
all the time (Griffin., 2020). This is necessary for the guest experience and guest an feel face
when they come to the Haven Hotel.
HRM
This is most important department of the company who ruin different different
activities at the workplace of the Haven Hotel. They are responsible to provide training and
development to the employees who are working in the company to improve their skills and also
helps to improve workplace environment with the help of group activities and communication
activities.
Gust services
Employees in the guest services are responsible to provide necessary help to the guest
when they need. Their work is to make available thing which are demande3d by the guest. They
bring the things at the room of the guest,.
P3- Contribution of the hospitality industry to local, national and international economy
Business of Hospitality industry has huge impact on the local, national and international
business. They are helping the country to growth their GDP and increase their economy
which helps to improve the infrastructure of the country and people get opportunities like
employment opportunities and better education etc (Kiboko. ., 2017).
International economy
companies whoa re working in the international level are contributing hu8ge on the
countries economy because they are braining m one from the other country and the bringing
the currency of the other country in there own country make their won currency stronger which
is a part of the economy. International business generate high revenue from their business and
company have to pay the taxes to their government which is used for the welfare of the people.

National economy
Companies who are working on the national level of the country provide huge
contribution to the country because they are helpful to run the economy of the country and
provide product and services to the people which can satisfy their needs. They also rake the
huge loans for to increase their capital and pay the taxes to the both state and central
government which means both the central and state government have the benefits from the
national level business and this kind of business only become the international business.
Local business
Local business create create the opportunity for the people and provide job to their people
who leave locally (Kuo, Huang, Tseng, and Boger., 2016). This increase the country
employment, and they also pay the taxes to the local government so the state government can it
to make their state better and provide better facilities top their people. People get better place to
live and thy get all the things like education, proper roads and healthcare system.
P4- Diffraction operational roles within the hospitality industry
At the workplace of the Haven Hotel every staff member has the different roles in their
department and together they all make the company achieve their goals ad their objectives of
the business. Here are a operational role of the staff -
Mangers
managers of the Haven Hotel is top superior of the company who control each and
every activity at the workplace of the company. They provide training and proper guidelines to
every employees who are working n the Haven Hotel. They also run the management
activities which are useful for the company to create working environment so their staff can
provide better services to their customers.
Supervisor
Supervisor is also plays important role in the Haven Hotel where they control the
activities of the more than 4 employees. They are responsible to supervise themgiov hem a
proper guidance, so they can provide quality services to their customers and gain customers
loyalty.
House keeping

Employees in the housekeeping have to clean the room and arrange the room properly
before the guest arrival. They gave to make the checklist of the area and the equipment in the
room and they have to check accordingly.
Sales and finance
Sales and finance deportment of the Haven Hotel have to ensure the total sale of the
company and flow of finance within the company which is done by the employees and finance
manager of the company. Manager have to insure the proper flow of finance within the
company.
HR manager
Hr manager o the company s responsible to provide skillful staff to the Haven Hotel
who can help to gain objective and goals of the company (Lopez-Cabrales, Bornay-Barrachina,
and Diaz-Fernandez., 2017). They also make the polices for the employees who are working in
Haven Hotel, so they can get their rights.
Catering
catering department of the company where cook prepare the food for the guest and
other staff who are helping them service the food directly to their room. They are responsible
to provide food to the costumers on time.
P5-Skills requirement for the role within the hospitality industry and current shortage of the
skills
Haven Hotel is one of the top hotels in this sector where they are having huge respect
and international presence. With the expansion and growth of the company every role of the
employees within the company also need some impf0rvemnt which can match the international
standard (Martinez., 2017). The HR role sin the Haven Hotel need some professional skills, so
they can provide skillful employees to the company and motivate employees and run another
activities at the workplace of the co0mpany. Hr managers of the company have the
communication skills because they have to covey the message to the employees about the
polices and information about every achievement. They are also responsible to training and
manage the activities of the employees so the employees 0fb eh company can perform better
and give their best in the. task They need proper guideline's ad information which is
responsibility of the HR manager.

Currently Hr managers of the Haven Hotel need to improve some skills and one of them
is problems solving skills. They are superior of the company, and they are responsible to
provide rights to the employees, and they also have to listen to them and solve their quarry
related to the salary. Another skills which is missing in the Hr manger is decision-making. They
are also responsible to make polices relate to the employees satiety and their security.
There shortage of the skills full Hr manager in the Hostel sector is affecting the business
of the company and it s hart to find the skillful Hr managers for the Haven Hotel (Martínez,
Herrero and Gómez‐López., 2019). Hr managers of this company their skills through the
personal development where they have to follow some strategies which will help them to
develop new skills which they need like problem solving and decision-making which will
provide the growth to the Haven Hotel because Hr managers play the necessary role in the
company, and they provide skillful workforce to the company, so they can achieve the goal and
their objectives.
P6- impact of external factors of the business
There are some external factors which has huge impact on the business of the Haven
Hotel. It is important for the leaders and mangers of the Haven Hotel to analyze this factors to
take competitive advantages in their business, and they can show their presence as the emerging
brand in the Hospitality industry. Here are factors which impact the company business s and
their operations
PESTEL Analysis of the Hotel Four Season
Political Factors
There are some political factors which affect the development and growth of the hotels
Haven Hotel (Mensah., 2019). They are having presence in the all around the world and every
country have their own Tax structure which is necessary for the Haven Hotel to follow.
Decrease in the taxes can have the positive impact on the company, and they can make more
revenue in that country
Economical
Economic factors like increase in the unemployment rates are positive impact of this
company because people will ready to work in the company for the lower wages so Haven
Hotel can money, and they can spend money on the technology improvement, so they can take
competitive advantages in the Hospitality industry.

Social
People demand for the valuable product and services from the company which can
satisfy their needs and their demand. Company can provide satisfaction to their customers by
understand their behavior and their culture. They should provide them services which can be
favorable to their behavior and their culture, so they can create better experiences with the
Haven Hotel and refer their other friends about it.
Technological
Company has huge impact on their operation from the Technology because they are using
the trending technology at their workplace which helps to improve their service's and also helps
to satisfy the needs and demand of the customers. For the every business their first priority is to
satisfy their customers needs. Haven Hotel is making their process easy with the help of
technology at their workplace. They also have developed their website which makes easy for
their customers to book accommodation in the Haven Hotel, and they also get varieties services
included and offers as well.
Environmental
governmental institutes are putting the pressure on the companies to address the issues
related to the environment and Haven Hotel hotels is cratering healthy environment around
them. They are planting tress around their Hotel to make the healthy environmental ad it is
helping them to create good image among the people, and they can also take the competitive
advantages (Moreira, Simoes and Crespo., 2017). They can also make their operation at the
workplace Eco-friendly to give their support toward the environment
Legal
It is necessary for the Haven Hotel to follow the polices made by the government
otherwise governmental institutes can create problems in their business sand they will not able
to run their business in the country where government is not happy with them, and they face
many other problems from them.
P7- Swot analysis to Asses the companies strength and their weakness
SWOT analysis is the tool which is used by the companies to find out their strength and
their weakness. Haven Hotel can use this tool to find their strength and weakness and company
can over come from their weakness through making the strategies in the decision-making
process.

Strength
 Innovation in the technology is providing competitive advantages to the Haven Hotel,
they are able to provide satisfaction to their guest (Nicula and Spanu., 2019).
 This company has huge reputation in the hospitality industry where they are also top
Hotel who have location all around the world.
 Haven Hotel has string supply chain
 Management team of the company able to mange all the activities of the company and
guiding the employees achieve objectives.
weakness
 Communication between the employees are not that effective which need to be
improved for their professional development.
 They are not able to provide satisfaction to their customers, and they are getting
companies about slow services from their employees.
 lack of confidence in employees during the interaction with the guest.
 Need proper training to the employees (Pakdil and Kurtulmuşoğlu., 2017).
Opportunity
 New technology Trends can become opportunity for the company
 They should provide training to their employees, so they can provide fast s services to
their guest
 professional development of the employees can create opportunity to the Haven Hotel.
Threat
 Haven Hotel is getting high competitive pressure from there competitors in this industry.
P8- Current trends in Hospitality Industry
There are some trends within the Hospitality industry which is providing competitive
advantages to the business. Here are some of them -
Tech explosion
The majority of guests today are self-sufficient, tech-savvy travellers who are
comfortable using apps or mobile websites (Samkange and Earnhart., 2017). Hotels need to
make sure their offerings are up-to-date and user-friendly. At business meetings and conferences,

travellers expect hotels and conference centres to have high quality tech equipment and a
knowledgeable support staff.
Need for seamless technology
Seamless technology and the connectivity across platforms and the devices is growing.
Many of the hotel groups are offering the facilities top their guest , check -in and the concierge
services to make their booking easy and comfortable. At Aria Resort and Casino in Las Vegas,
guests are issued high-tech cards that detect their presence and unlock the door before they even
reach it.
New role for Staff
many of the people who used to travel prefer the technology to human being and they
want check in digitally and this will give chance to the employees to focus on the
personalized services, as opposed to rote tasks (Vasudevan and Mahadi ., 2017).
Social media
Social media is the old trend but currently used by most of the companies in this industry.
Marketing team of the Haven Hotel are also using the technology which is helping them to take
comparative advantages.
CONCLSUION
As per the report has been covered case study of Haven Hotel London which top
Canadian hotels who are having presence in all over the world. This report has been discussed
types of businesses within hospitality industry and product which they offer. It has been
discussed operational and functional department within the Haven Hotel and also has been
explained the contribution of the Hotel to the economy of the country. This report has been
analyzed the different operational roles and it also has been concluded the impact of external
factors to develop this industry. It has been included SWOT analysis to know strength and
weakness of the Haven Hotel.

REFERENCESS
Books and journal
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industry: A guide to best practice. Routledge.
Griffin, W. C., 2020. Hospitality faculty: are we meeting the demands of industry?. Journal of
Teaching in Travel & Tourism. pp.1-22.
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success with Millennial employees in the hotel industry (Doctoral dissertation, California
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Mensah, I., 2019. Environmental Management Concepts and Practices for the Hospitality
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Nicula, V. and Spanu, S., 2019. PESTEL ANALYSIS APPLIED IN TOURISM EVALUATION
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