A Consultancy Project Report on Hospitality Management Challenges

This report presents a consultancy project focused on the managerial challenges within the UK hospitality sector, using Hilton Hotels & Resorts as a case study. It begins with an introduction outlining the need for effective business strategies in the hospitality sector, followed by an analysis of the causes and effects of managerial challenges such as recruiting and retaining skilled employees, mercurial customer needs, and technological instability. The report then explores the application of management theories, including classical and behavioral approaches, to address these issues. Recommendations are provided, including the use of Total Quality Management (TQM) tools, open-door policies, and employee rewards, along with their expected outcomes. An action plan is detailed, outlining specific challenges, proposed actions, timeframes, and associated costs. The report concludes with a summary of findings and a list of references, offering a comprehensive overview of the challenges and potential solutions within the hospitality management field.

Consultancy Project for
Hospitality Management

TABLE OF CONTENTS
 Introduction
 Causes and Effects of a Range of Managerial
Challenges Faced within Hospitality Sector
 Management Theories
 Recommendations and Outcomes
 Impact of Recommended Outcomes
 Action Plan
 Conclusion
 References

INTRODUCTION
 For a business organisation to operate successfully
within the hospitality sectors of UK, it needs to
effectively plan and execute its business strategies.
 This presentation assesses the managerial challenges
that business organisations within the hospitality
sectors face.
 The presentation also evaluates role of management
theories towards addressing these prior issues.

Causes and Effects of a Range of Managerial
Challenges Faced within Hospitality Sector
 There are several managerial challenges that businesses within the hospitality sector of UK
such as Hilton Hotels & Resorts face in their operations, which has a great impact on their
operational performance, efficiency, productivity and profitability. These are as follows:
 Recruiting and Retaining Skilled Employees: One of the biggest managerial challenges within
hospitality sectors of UK and in Hilton Hotels & Resorts relates to the recruiting and retaining
skilled and talented employees within a business organisation. As the trends, requirements and
demands of the consumers within hospitality sectors of the UK are consistently changing and
are unpredictable, employees of hospitality industries find it hard to cope and mould their
performance and operational styles in accordance with these external changes. This issue is
exacerbated by the Coronavirus as staffs refuse to return to their operational duties.

CONT.
 Mercurial Customer Needs: Another major managerial
challenge within the hospitality sectors of UK and in Hilton
Hotels & Resorts relates to the ever changing needs,
requirements, demands and trends of the hospitality
consumers.
 As the primary aim of managers within the hospitality
sectors of UK and Hilton Hotels & Resorts relate to
satisfying the needs of their customers the high bargaining
power that hospitality consumers possess in addition to the
mercurial changing needs of these consumers, puts immense
pressure on the managers within hospitality sector with
regards to changing their operational style, strategies etc.,
and poses as an immense managerial challenge.

Management Theories
 Management theories can be used by managers of Hilton Hotels & Resorts within the hospitality
sector with the intention to address and resolve the managerial issues and challenges that they
currently face in their operations. All operations of a manager such as handing clients, processing
information etc., can be effectively improved and enhanced by making use of dedicated
management theories as these provide managers with an effective framework in relation to
successfully handling the distinct enterprise responsibilities.
 Classical Management Theory:
 Hilton Hotels & Resort’s Managers within the hospitality sector are used to making use of the
classical management theory as these are traditional approaches that help a manager better focus
on the hospitality business’s operations and create operational standards amongst employees in
order to increase operational performance, efficiency, productivity and profitability within the
hospitality sector.

CONT.
 Behavioural Management Theory:
 Businesses within the hospitality sector
such as Hilton Hotels & Resorts are
complex organisations as they possess
increased human interests within their
workplace.
 Behavioural management theory includes
the people’s behaviours, orientations etc.,
which affect their operational performance
and efficiency within an organisation. In
order to reduce organisational conflicts
amongst people within hospitality sector, it
becomes essential to adapt behavioural
theory.

Recommendations and Outcomes
 There are several recommendations and initiatives that can be applied to the role of
managers within the hospitality sector and Hilton Hotels & Resorts in order to address
the managerial issues and challenges they face. As organisational conflicts, retaining of
skilled employees and poor quality are the most significant managerial challenges faced
within by Hilton Hotels & Resorts the hospitality sector, these can be addressed
effectively using following recommendations:
 TQM Tool: Total quality management tool can be incorporated by managers within the
hospitality sector into their operations with the intention to improve the overall quality of
goods and services offered to the consumers within the hospitality sector in addition to
reducing the total wastes generated, effectively making the business operations
sustainable as well as productive and profitable, generating a positive outcome.

CONT.
 Open Door Policy: Open door policies allow for employees within hospitality sector to come to the
managers with their issues and grievances in order to address them and make the employees feel
comfortable.
 Open door policies address the issues and grievances of employees, motivates them and increases
their job satisfaction, which not only increases their operational performance and efficiency, but also
effectively addresses the challenge pertaining to the retaining of skilled employees by managers
within hospitality sector.
 Employee Rewards: Another recommendation that managers can incorporate into their management
functions in order to address the managerial challenge relating to retaining of skilled and talented
employees within the hospitality sector relates to increasing the employee motivation, satisfaction,
operational performance and efficiency by providing deserving employees who perform up to
industry standards with valuable monetary and non monetary rewards and incentives.

Impact of Recommended Outcomes
 These recommendations when applied to
the operations of managers of Hilton
Hotels & Resorts within the hospitality
sector, will certainly have a significantly
positive impact on the operational
performance, efficiency and success of a
manager, as these recommendations
effectively address the biggest
managerial issues and challenges faced
by managers within the hospitality
sector of UK.

Action Plan
Challenge Action Time Frame Cost
Hilton’s Staff refuses
to return post
coronavirus
Carry adequate risk assessment
and ask for staff to contribute
1 month 100,00£
Changing customer
needs of Hilton
Carry out thorough analysis of
customer and market trends
2 months 200,000£
Technological
Instability of Hilton
Hotels & Resorts
Investment into new
technological solutions
2 weeks 500,000£
Maintaining employee
motivation and job
satisfaction of Hilton’s
workforce
Provide valuable monetary and
non monetary rewards
1 week 200.000£
Recruiting skilled and
talented employees by
Hilton Hotels &
Resorts
Restrain from hiring
employees who lack at least 2
years of experience within the
hospitality industries.
4-6 Months 500,000£

CONCLUSION
 Based on the findings of the presentation, it can effectively be concluded that
businesses within the hospitality industries of UK, such as Hilton Hotels and Resorts
face several managerial challenges that are required to be addressed in a timely manner
for the business to operate successfully within the hospitality industries.