The Contemporary Hospitality Industry

This report explores different types of businesses within the hospitality industry and the diverse products and services they offer. It also examines the range of operational and functional departments within a chosen hospitality business and discusses the contribution of the hospitality industry to local, national, and international economics.

UNIT 1
THE CONTEMPORARY
HOSPITALITY INDUSTRY

Table of Contents
INTRODUCTION.......................................................................................................................................3
LO1.............................................................................................................................................................3
P1 Explore different types of business within hospitality industry and diverse products and services
they offer.................................................................................................................................................3
P2 Examine range of operational and functional deportments within chosen hospitality business..........5
P3 Discuss contribution of hospitality industry to local, national and international economics...............6
LO2.............................................................................................................................................................7
P4 Investigate range of different operational roles within hospitality industry........................................7
P5 Examine skills required for roles within hospitality industry and current skill shortage.....................7
LO3.............................................................................................................................................................8
COVERED IN PPT.................................................................................................................................8
LO4.............................................................................................................................................................8
COVERED IN PPT.................................................................................................................................8
CONCLUSION...........................................................................................................................................8
REFERENCES............................................................................................................................................9

INTRODUCTION
Hospitality industry is one of the main aspects in the current environment to generate the
revenues for the economy of a various country. This sector is the independent and the wide
sector that covers wide range of business like tour and travels, hotels, restaurants, pubs, bars etc.
It is a diverse group that includes ownership, innovation, level of services, leisure facilities,
future trends etc. This report is based on the Accor groups of hotels that is one of the French
multinational hospitality company in the world. It shows the single largest hospitality company
in the Europe with 280000 working employees globally. It includes the current structure, scope
and size of the hospitality industry with current and anticipated skills requirements in this
industry. It also showcases the internal and external factors that would impact on the hospitality
industry and showcase the issues that they face in expanding their business and earns a more
profits. It also includes the current and potential trends and also the developments that were
affect the hospitality sector and helps in sustaining in the market place with positive image and
large market growth(Liang and et. al., 2017).
LO1
P1 Explore different types of business within hospitality industry and diverse products and
services they offer
Hospitality industry refers to the wide category framework within the service industry that
involves the various types of services like food and drinks service, lodging, event planning,
theme parks, transportation etc. and inculcates the hotels, restaurants, pubs, bars etc. where the
services has to be offered to the customers. It ia also called the high touch customer
service(Kizildag, 2015).
Different types of business and services within hospitality industry
 Restaurants - It refers to that place where customer can avail the various services like
food and beverages and it is being eaten in the outlet or taken away for consumption. it
can includes the various factors like takeaway restaurant etc.
 Accommodations – It refers to that sector of the hospitality industry in which a
consumer provides the place where they stay not on a permanent basis but for temporary
basis. it is related to the tourism sector where a person can book holidays and required

lodging, but for local people it is a place where a take short break from their routine. it
includes the various services like bed & breakfast, hotels, motels, hostels, resorts, service
apartments and time sharing(Williams and Horodnic, 2017).
 Food & Drinks – This factor is also fall under the hospitality industry where people
offers the way of spending their free time and disposable income and also helps in
socialize their life which is more trending in today’s environment. It can caters the wide
range of customers that involves tourist, local, passers-by etc. It includes the various
services like catering, restaurant, bars and café, night clubs etc.
 Hotels – It refers to the most common that provides the accommodation service. In this
people can stay overnight and long-term stay. They also provide various services like
lodging, events, housekeeping, bathroom facilities etc.
Interrelationship between hospitality and tour and travel sectors
It is very essential to know the interrelationship between the tour and travel sector with
hospitality industry because in tour and travels many services are linked with hospitality industry
like accommodations, providing foods and services transportation etc. and they both work for
customer satisfaction, leisure, pleasure experiences and the use of disposable income. the extra
service that is provided by the tour and travel is providing the pleasure to the customers to travel
from one place to another where they enjoy the hospitality services.
Tangible and intangible nature of hospitality industry
Tangible nature of hospitality industry shows the facility related to hotels where a person
can stay, accommodation facilities like bed & breakfast, motels etc. which a person can see and
touch on the other hand intangible services refers to those which cannot be see and touch but it
only be feels like catering services, housekeeping service, events, entertainments etc. to attracts
the customers and gain the profits(Kuo, Chen and Tseng, 2017).
P2 Examine range of operational and functional deportments within chosen hospitality business
There are various types of the businesses in a hospitality industry that involves the
operational and functional department to achieve the targets and earns profits. Without proper

management between the departments business firm may face loss and lack of brand image in
the market. In context of the Accor hotels there are two basic departments i.e. operational and
functional departments in which there is various range of works are divided. It can be shown
below(Horng and et. al., 2018).
Operational department of Accor Hotels
 Housekeeping department - It is one of the important department in the Accor hotels
that directly connects to the customers and create a impression on behalf of the company.
There work is to take the responsibility of cleaning the room, common areas, lobby,
restrooms and other areas in the hotel where the guests are to be arrived. in this they
ensures that they clean the room after the customer check-out so that new customers can
use this room. this helps in maintaining the high standard in the marketplace and place a
impression on customers mind that to visit again or not.
 Food production department – It also called the kitchen which is very important part of
the hotels in the hospitality industry. in context of Accor hotels manager HR manager can
hire a best chefs, cook, kitchen porter and kitchen manager so that all the work in a food
court is manageable and they also ensures that they provides the hygienic environment to
the workers so that they work effectively and follows all the measures of the food safety
that does not harm the customers and employees and it will helps in attracting the large
base of customers.
Functional department of Accor hotels
 Marketing departments – This factor suggest the understanding and satisfying the
demands of the customers by fulfilling the requirements and earns profits from them. in
Accor hotels this departments can do a variety of task i.e. research the market to know the
customers needs and wants so that they can develop the services to happy the customers
and they also advertise the company on a large platform so that large number of customer
get attracted by using social media, sales promotions etc. it is the main department who
provides the operational departments information relate to the customers needs and wants
so that they can improve their performance according to that(Kang, Lee and Yoo, 2016).

 HR departments – It refers to that department who can hire and recruit the suitable
candidates for the organisation. it also helps in motivating and encouraging the
employees for a good work. In case of Accor hotels this department plays an important
role for developing and trains the employees for effective work and takes the full
responsibility to advertise the jobs on the trendy media like official website or intranet so
that they can hire fire and train the employees of the hotels. This department provides the
skilled and knowledgeable candidates to the operational department so that task can be
done within time and in an appropriate manner.
P3 Discuss contribution of hospitality industry to local, national and international economics
Contribution of hospitality industry to local, national and international economics
 At local level hospitality industry makes a major contribution to the economy when the
tourists spend the money in booking the hotels, restaurants, entertainments values etc.
That it highly benefited the local economy because in these tourists but the retail goods,
medical facilities, local goods and crafts that shows the uniqueness of the place. in this
they can use the transportation so that it will benefitted the local drivers and this
indirectly contribute in the local economy by giving the money by purchasing the goods
and services ion the local market where they visit(Murphy and et. al., 2018).
 At national level this hospitality industry helpful in increasing the GDP of the country by
purchasing the goods and services by the tourist and stay in the hotels to visit and enjoy
their vacations. It can also provides the employment to the unemployed people this will
helps the people to spend more and pay the tax so that economy of the country may
enhance. By enhancing the national economy it shows the developments of the country
and due to this many more companies in every sector can invest their money to open their
outlet. as hospitality sector is the largest sector in the business world that provides the
varieties of jobs as per the persons skills. This will create a high standard of living.
Growth in hospitality sector helps in maintains the completion in the world and earns a
high amount of profits that directly enjoys by the economy national economy.
 At international level contribution of hospitality sector is more as they helps in
generating the foreign revenues and gives and provides jobs to the people. It helps in
boosting the spending power of the people and effective use of technologies. It can help

in enhancing the world GDP growth and provides the more importance to the vigor’s
process of expansion. it can also promote foreign direct investments(Martin-Rios,
Pougnet and Nogareda, 2017).
LO2
P4 Investigate range of different operational roles within hospitality industry
 Front desk role – It is represent in the operational departments that is responsible for
attending the guests and make sure that all the guests gets the pleasant service and
experience from check-in to check-outs. It can showcase the first and last impression on
the people minds. This department is responsible for solving the queries of the customers
etc.
 Housekeeping- It is the another range of the operational departments in the hospitality
industry where an employee can clean the guest room, entertainment area, lobby and all
the areas to provide the clean and healthy atmosphere to the customers so that they will
attracted towards the company and spend more time. In this organisation does not require
high skilled labor they need semi skilled or unskilled labor for this jobs(Jones, Hillier and
Comfort, 2016).
P5 Examine skills required for roles within hospitality industry and current skill shortage
 High level of customer service- It is the major skill that is required to perform a role in
the hospitality industry. in this employees are working for a customer –facing
environment where they ensure that the guest enjoy and entertained and spend the good
time. It ensures that the customers are satisfied with the services they get and never give
the negative feedback towards the company outlet in hospitality sector. in Accor hotels
manager need to hire a person who have a high skill to handle the customers so that
company will earn high amount of profits.
 Good communication skills – It is an essential factor that shows in the hospitality sector
it is important to present physically and mentally to effectively communicate with the
customers and fulfils all the demands by offering a excellent services. It is required for
the entire person who is working in the hospitality industry. for example to attend the

guest it is very essential to effectively communicate with them and listen their reviews
and problems and solve it in an effective way(Kim, Lee and Fairhurst, 2017).
LO3
COVERED IN PPT
LO4
COVERED IN PPT
CONCLUSION
From the above report it is to be concluded that the hospitality sector is one of the largest
sector industry in the business world. This report helps in showing the different types of
hospitality industry and their range of operational and functional areas so that it can enhance
their market and provides the employment to earns a high amount of profits and sustain in the
marketplace. Hospitality industry places a major contribution in the local, national and
international economics by earning a more profits, sales of services and provides employment to
the unemployed sector. It also suggests the various operational roles that help in giving the
services to the customers and earns a high amount of profits with customer retention. It also
helps in showing the skills for play different roles in the hospitality sector so that shortage of
skills can be improved. It suggests the PESTLE and SWOT analysis so that it helps in taking the
best decisions for enhancing the profit margin. At last shows the current and potential trends in
the hospitality industry so that company will earn high growth in future(Gupta, 2019).

REFERENCES
Books & Journal
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Horng, J.S. and et. al., 2018. Developing a sustainable service innovation framework for the
hospitality industry. International journal of contemporary hospitality management.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality
industry. International Journal of Contemporary Hospitality Management. 28(1). pp.36-
67.
Kang, K.H., Lee, S. and Yoo, C., 2016. The effect of national culture on corporate social
responsibility in the hospitality industry. International Journal of Contemporary
Hospitality Management.
Kim, S.H., Lee, K. and Fairhurst, A., 2017. The review of “green” research in hospitality, 2000-
2014. International Journal of Contemporary Hospitality Management.
Kizildag, M., 2015. Financial leverage phenomenon in hospitality industry sub-sector
portfolios. International Journal of Contemporary Hospitality Management.
Kuo, C.M., Chen, L.C. and Tseng, C.Y., 2017. Investigating an innovative service with
hospitality robots. International Journal of Contemporary Hospitality Management.
Liang, T.L. and et. al., 2017. Transformational leadership and employee voices in the hospitality
industry. International Journal of Contemporary Hospitality Management.
Martin-Rios, C., Pougnet, S. and Nogareda, A.M., 2017. Teaching HRM in contemporary
hospitality management: A case study drawing on HR analytics and big data
analysis. Journal of teaching in travel & tourism. 17(1). pp.34-54.
Murphy, K. and et. al., 2018. A review of high performance work practices (HPWPs) literature
and recommendations for future research in the hospitality industry. International
Journal of Contemporary Hospitality Management.
Williams, C.C. and Horodnic, I.A., 2017. Regulating the sharing economy to prevent the growth
of the informal sector in the hospitality industry. International Journal of Contemporary
Hospitality Management.