The Contemporary Hospitality Industry (Unit 1) Roles and Skills Report

This report delves into the contemporary hospitality industry, using the Ritz Hotel as a case study to investigate various operational roles, including front office manager, housekeeping, and head chef, detailing their responsibilities and required skills. It identifies skill shortages and emphasizes the importance of customer service, communication, multitasking, flexibility, and behavioral skills. The report also examines the application of PESTEL and SWOT analyses to the hospitality business, as well as current and potential trends. It highlights the critical need for staff training to address skill gaps and enhance overall operational effectiveness, aiming to improve customer satisfaction and achieve business objectives.

Unit Title and Number: The Contemporary Hospitality Industry (Unit 1)
Is this a Final Submission
or REFERRAL submission
Word Count THE
CONTEMPORARY HOSPITALITY INDUSTRY
Table of Contents
INTRODUCTION....................................................................................................................3
LO 2..........................................................................................................................................3
P4 Investigate the range of different operational roles within hospitality industry.............4
P5 Examine skills required for roles in hotel with current shortage....................................5
LO 3..........................................................................................................................................6
P6 PESTEL analysis of industry.........................................................................................6
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Learner’s statement of authenticity
Student’s Name: ELENA SIMONA BUGA. Student’s ID Number: MRC/24636/H.M
I certify that the work submitted for this assignment is my own. Where the work of
others has been used to support my work then credit has been acknowledged. I have
identified and acknowledged all sources used in this assignment and have referenced
according to the Harvard referencing system. I have read and understood the
Plagiarism and Collusion section provided with the assignment brief and understood
the consequences of plagiarising.
yes
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P7 SWOT analysis of hospitality business..........................................................................8
LO 4.....................................................................................................................................9
P8 Implications of current and potential trends.................................................................10
CONCLUSION......................................................................................................................11
References..............................................................................................................................13
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INTRODUCTION
Hospitality industry in present days is growing in positive manner. This industry is
generated major revenue for countries economies. It is crucial and effective element of hotel
industry. The present study has related on “Ritz hotel” which is established in London. The
hotel is one of the best-known hotels. This becomes first hotel to receive a royal warrant
from the prices and this provides best catering services to their customers (Radojevic,
Stanisic and Stanic, 2015). Study lays investigate the range of different operational roles
within the industry. Examine the skills, which are required for roles within hospitality
industry, and current skills that have shortage. It will assess the factors of PESTEL model
that affect to development of hotel operating. Report will undertake by the SWOT analysis
for business and review the decision-making process. It wills also appraisal implications of
current and potential trends in hospitality industry with specific examples.
LO 2
P4 Investigate the range of different operational roles within hospitality industry.
In the hospitality industry have various job positions and have their own specific
roles. Those roles are help to achieve goals and objectives of company at marketplace.
The Ritz hotel has different types of staff such us functional and operational specialist.
Functional specialist is that type of staff who work in the functional department (Marketing,
Finance, Maintenance, HRM, SecurOperational specialist is that type of staff who work in
operational department ( reception , housekeeping, kitchen, bar, sport staff) .Those job
positions such as hotel general manager, head of housekeeping, front office manager,
waitress, room division manager, head chef . that job roles are required some specific skills,
qualifications
Front office manager:
Front office manager is most important part of Ritz hotel. This has strong sense of
organize; coordinate with other staff members at hotel. Front office manager have plays a
very important role in Ritz hotel. Front office manager is responsible for answering the
queries of customers, directing for correcting queries to correct personnel (Kandampully,
Zhang and Bilgihan, 2015). They have responsibility to provide best and friendly services to
customers, which is help to attract more customers towards hotel. Manager is required some
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specific skills which are computer literacy, effective communication skills which is written
and verbal, ability to stay under pressure. Front office manager should have the effective
customer services skills as they are considered as the face of hotel. Front desk is placed in
which consumer went to ask queries regarding their services. So, if services are given to
consumers appropriately then they get satisfied and attracted.
Job Description
Job Details
Post: Front office manager
Company: Ritz Hotel
Job Purpose
Role of Front office manager is to answer the queries of customers, directing for
correcting queries to correct personnel as well as to provide best and friendly services to
customers.
Responsibilities
 Train, supervise as well as support staff of office.
 Manage complaints as well as certain consumers requests.
Qualification
 Diploma in business administration.
 Bachelor in business management.
Head of housekeeping:
Housekeeping department is highly responsible for management of guest room and
cleanliness of the public areas in hotel. This management of highly required in Ritz hotel
because customers are attracted with best housekeeping services. This department is plays a
very important role in Ritz hotel (Lopes, 2016). They have responsibility to check cleaning
in hotel on daily basis and to maintaining guest room in high standard quality and services.
Responsible for repair are possible damages that can affect to customers. Head of
housekeeping is also responsible for divide work in staff members and take of customers
comfort. Housekeeping manager is requires some skills and qualities which are loyalty,
flexible as per situation, caring for work and most important attentive for provide clear
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instruction to staff members. The head of house keeping manager have multitasking skills as
it involves several components that aids to become a multitasker like critical thinking, time
management and many others so that they can able to perform various task effectively and
efficiently.
Job Description
Job Details
Post: Head of housekeeping
Company: Ritz Hotel
Job Purpose
Role of Head of house keeping is to supervise, train and perform alongside their employees for
assuring whole rooms of the hotels are clean and in better condition.
Responsibilities
 To check cleaning in hotel on daily basis and to maintaining guest room in high
standard quality and services.
 To divide work in staff members and take of customers comfort.
Qualification
 Diploma from reputed institutes.
Hotel general manager:
Hotel general manager needs to have an incredible experience with quest and strive to
exceed expectations. The manager has overall responsibility in all areas in the hotel and
making the environment run smoothly. This department is setting the budgets; it is also
responsible with disciplining staff and managing. For all new members staff ,the manager
organising training. The hotel manger should have good communication skills as they has
are accountable to recruit as well as provide information about firm's policies to staff .
Food production staff:
Food production staff is plays a very important role in Ritz hotel in effective manner.
They are responsible for ensure about all area of kitchen like food preparation, storage,
cleaning, dishes washes, cooking equipments in hygienic and effective manner (Marasco
and et.al., 2018). The most important skills, which are required for kitchen staff such as
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washing, peeling, shipping and cooking food. Food and beverages department is one of the
main and important departments of Ritz hotel. This department is prepared food items and
takes care of those items. This department is forward best services of food and drinks. Most
of the customers looks towards this department and attract towards hotel. Food production
staff should have flexibility and behavioural skills as if they are flexible with their work it
may able to perform effectively and it should have good behaviour towards customers and
able to deal with various situations (Different operational roles within hospitality industry.
2016).
Room division manager: They oversees a hotel's front desk, teams of housekeeping as well
as guest services. It generally report to general manager as well as plays essential role in
assuring a standard level of guest services. The perform closely with reservations for
ensuring and increasing occupancy rate and revenue. Moreover they are also in-charge of
facilitating overall essential forecasts. In Ritz hotel, room division managers are responsible
to so reservations for guest, look after the staff of housekeeping and guest services.
Job Description
Job Details
Post: Room division manager
Company: Ritz Hotel
Job Purpose
Role of room division manager is to oversees a hotel's front desk, teams of housekeeping as
well as guest services.
Responsibilities
 Handles guests complaint as well as queries polietly and professionally.
 Manage employees and staffing function for team such as scheduling workers roasters,
performance appraisals etc.
Qualification:
 Diploma in Hospitality Management from reputed International Hotel School
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Head chef role: They are often considered as an executive chef and are primary
accountable for developing innovative cuisine as well as facilitating a satisfying services to
customers. Moreover, they generally take accountability of for each dish that are prepared in
its kitchen. In Ritz Hotel, the role of Head chef is to prepare innovative cuisine of standard
quality, representation etc. for banquets, dining rooms and another facilities of foods. Also,
they are accountable for smoothly operation of Kitchen as well as manage place of
profitability , wastage control, hygiene practices in Kitchen.
Job Description
Job Details
Post: Head chef
Company: Ritz Hotel
Job Purpose
Role of Head chef is to organise the activities of Kitchen's as well as prepare and
inspect all the dishes before it visit to guest assuring standard quality and contentment.
Roles & Responsibilities
 Plan orders of ingredients as per the identified shortages.
 Develop menus with new or existent culinary creation assuring the quality as
well as variety of serving.
Qualification:
 High school Diploma
 Graduated in Culinary arts from a reputed university.
P5 Examine skills required for roles in hotel with current shortage.
As per above discussion, various job roles and positions have in Ritz hotel. They
have plays their very important role for achieve goals and objectives of hotel. Every job
position and related staff members are required some skills, which are as follows:
High level of customers’ services:
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High level of customers services are required for staff members of Ritz hotel. That is
very important skills, which is effective and valuable for the business and its growth factor.
Front office manager and staff are highly requirement of this skill because they are face of
hotel. Front desk is place where customers are arrives and ask their queries. It is the main
part from customers are satisfied and attracted.
Good communication skills:
Human resources manager and hotel manager have requirement of good
communication skill (Kim, Vogt and Knutson, 2015). It is very important to have
communication skills either written or verbal. It is required for human resource manager
because they have responsible for hire and give information about policies to employees and
new hires. With the poor communication skills employees and new joiners candidates, are
not understood properly policies and regulations of Ritz hotel and by these problems are
creates in other manner.
Ability to multitask:
In the hospitality industry staff members are requires to done various and multiple
work at the same time. It is difficult to manage but highly important. It is very important
skill, which is highly required for housekeeping manager and staff members. This includes
various elements which are help to become a multitasked such as time management,
schedule for work and critical thinking. This skill currently have shortage in Ritz hotel
which is had to adopt by there staff members. For this reason, management department can
give training. In this way are creating situation for employees and asked about solutions in
industry.
Be flexible:
Be flexible for staff members to be flexible with their work in effective work which
is most important and effective to have for think about critically and flexible. In the season
time hotels room are tightly booked and various customers have in hotel (Grobelna, 2016). ,
Every staff member needs to done work in flexible manner and overtime. However, this
skill is currently shortage in Ritz hotel. There is had required to develop this skill in staff
members for work in effective manner and provide the best customers services to customers.
Behavioural skills :
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Behavioural skills within the hospitality sector are very much required that helps to
attain the business objectives and maintained the business standards as well. Manager of the
hotel should always consider the employee as well as customer needs with good behaviour.
Besides that, It is very required for managers to be more optimistic and positive towards the
any situation. Manager also needs to make sure that all guests are satisfied with the staff
behaviour. Therefore, Ritz Hotel manager should also provide training and development to
employees how to attend or how to sustain the customer satisfaction with good appearance.
Lack of those skills created gap in hotel staff members in relation to different
operational roles. For overcome those gaps here is required to give training to employees for
improve those skills. Those skills are very important and effective for staff and operational
roles. In order to overcome those gaps the most effective solutions such as training by
creating business situation. It is effective and best way of addressing theses skills in
effective manner.
This have been summarised that employees performing within hospitality sector
lacking in multitasking and flexibility skills which create problem in order to perform their
roles and duties effectively and efficaciously. Moreover, it hamper business productivity as
well as profitability for the accomplishment of objectives. The skill gap develop disputes
among workers who are performing within Ritz Hotel to attain goals. Fro reducing this
effects of skills upon business activities, it is essential for their manager to organise
trainings and development programme for fulfilling the skill gaps of staff so they can able
to do their work as per the guidance and attain objectives. Thus, this facilitated solution may
aids workers to maximise its skills and enhance company's goodwill and value for obtaining
competitive advantage over rivals.
Skills required for:
 Basic position:
◦ Behavioural skills : Behavioural skills within the hospitality sector are very
much required that helps to attain the business objectives and maintained the
business standards as well. For the basic position this particular skill is required
for being optimistic and positive towards the any situation. They also needs to
make sure that all guests are satisfied with the staff behaviour. Therefore, Ritz
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Hotel, they should also provide training and development to employees how to
attend or how to sustain the customer satisfaction with good appearance.
 Supervisory:
◦ Ability to multitask: In the hospitality industry supervisory required to do
various and multiple work at the same time. It is difficult to manage but highly
important. It is very important skill, which is highly required for respective post.
This includes various elements which are help to become a multitasked such as
time management, schedule for work and critical thinking. This skill currently
have shortage in Ritz hotel which is had to adopt by there supervisory. For this
reason, management department can give training. In this way are creating
situation for employees and asked about solutions in industry. Manager:
◦ Good communication skills: Human resources manager and hotel manager have
requirement of good communication skill (Kim, Vogt and Knutson, 2015). It is
very important to have communication skills either written or verbal. It is
required for human resource manager because they have responsible for hire and
give information about policies to employees and new hires. With the poor
communication skills employees and new joiners candidates, are not understood
properly policies and regulations of Ritz hotel and by these problems are creates
in other manner.
 Senior manager:
◦ Be flexible: Be flexible for senior manager to be flexible with their work in
effective work which is most important and effective to have for think about
critically and flexible. In the season time hotels room are tightly booked and
various customers have in hotel. Every senior manager needs to done work in
flexible manner and overtime. However, this skill is currently shortage in Ritz
hotel. There is had required to develop this skill in staff members for work in
effective manner and provide the best customers services to customers.
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LO 3
P6 PESTEL analysis of industry.
PESTLE analysis is a strategic tool, which can be using for assessing the various
factors that can influence and affect the operating of business.
Political factors:
The political factors often related to the level of interaction and nature of business at
local and international level. This includes the various factors like taxation policies,
regulatory practices and government system. The legal rules and regulations of various
markets may lead to affect the operations of Ritz. For example, lower taxation policies in
the western hemisphere area bring business opportunities for the Ritz. Whereas, increased
trade restrictions and regulatory scrutiny may lead to bring issues for the company.
Moreover, if UK government rules as well as regulations is favourable then respective hotel
can able to operate its business activities easily in efficacious and effectual way. The hotel
sectors also have to perform changes according to the country's political environment.
Economic factors:
The economic factors include various factors that can influence to the business and
its growth factors. The fluctuations in the foreign exchange rates lead to bring influences
throughout the economy. The negative impacts of it can be on Ritz hotel is it will lead to
affect the investment plans in both short term and long term (Phadermrod, Crowder and
Wills, 2019). Economic factors can also bring positive impacts for the Ritz hotel as it can
easily access to vibrant financial markets and also get easy validity of the liquidity in equity
markets and expand in international markets. Moreover, if respective hotel do not operate
according to changing economic policy then they have to face losses.
Social factors:
The society and culture changes have impact to the business and its growth factor in
effective manner. This factors are includes various factors like demographic, healthy and
safety concerns, attitude towards various products and services, gender roles. The number of
people travelling to overseas is increasing and it will lead to bring positive influences on the
Ritz hotel's operations. The company could get negatively impacted if its marketing and
promotional efforts are not in link with the social attitudes, behaviour, beliefs and culture of
people across different nations. Moreover, there are several requirement of consumers that
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have to be facilitated through hospitality sector for attaining objectives. For example: this is
not possible for respective hotel to examine all the customers needs in order to accomplish
demands and plans consequently.
Technological factors:
The technological factor is the fast disrupting on the various industry and technology
and other operations in different ways. The technological factor includes various factors like
innovation in product offerings, innovation in customer’s services, rate of technology,
access to mobile phone driving empowerment. Ritz hotel may get negatively impacted due
to the technological factors such as it has to incur more on research and development
activities at both micro and macro level for improving the technology and operations of
company. This will lead to increase the overall cost for company and may affect the
profitability as well. Moreover, they can utilise advance technology for satisfying customers
needs in effectual way. Also, through this all the problems can get resolved n simple
manner.
Legal factors:
Various legal factors can lead to bring influences and affects the business operations
and activities of company. For example, employment laws of the nation, environment
legislations and guides, data protection regulations, business laws and health and safety
legislations. Legal protection legislation of the intellectual properties, copyrights, patents
and various other IPR rights of the different nations needs to be considered by the Ritz Hotel
in which it is operating. This is because this can lead to bring impacts and influences on the
business operations and activities. Ritz hotel focuses on compliance with and adhering to
various legal and regulatory practices in terms of health and safety of employees, equal
rights to employees, discrimination, flexibility at workplace, proper working hours, etc.
these shows brand vale as well as goodwill of respective hotel into marketplace. All this
leads to make employees satisfied and overall it helps in increasing the brand image and
reputation of the company (Kuo and et.al., 2016).
Environmental factors:
There are various environmental factors, which needs to be considered by the
business organizations. This is because the changes in environmental factors can bring
changes on the operations and activities of business. For example, environmental norms and
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