Hospitality Industry: Gonville Hotel Operational Report

This report provides a comprehensive analysis of the contemporary hospitality industry, using the Gonville Hotel as a case study. It begins by outlining the types of businesses within the industry, including food and beverage, accommodation, entertainment, and event planning, and then details the operational and functional departments within the Gonville Hotel, such as housekeeping, front office, kitchen, marketing, HR, and finance. The report explores the contributions of the hospitality industry to local, national, and international economies, emphasizing its role in attracting tourists, generating employment, and increasing GDP. It examines the interrelationship between operational and functional departments, highlighting the connections between housekeeping and HR, and kitchen and marketing. The report further discusses the impact of franchising and licensing agreements on the industry's development, along with the contributions of global growth to the wealth of the hospitality sector. The report then analyzes the range of operational roles within the industry and the essential skills required, including kitchen porter, and identifies existing skill gaps within the Gonville Hotel, and proposes solutions to address these gaps and improve the overall performance of the hospitality sector.

The Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
PART -1...........................................................................................................................................1
TASK 1............................................................................................................................................1
Types of businesses in the hospitality industry and their offering.........................................1
Types of operational and functional departments in the Gonville Hotel................................2
The contribution of hospitality industry in local, national and international economies.......4
The interrelationship between the operational and functional department of Gonville Hotel5
Impact of franchising and licensing agreement on development of hospitality industry.......6
Contribution of global growth, licensing and franchising development to the wealth of the
hospitality industry.................................................................................................................6
TASK 2............................................................................................................................................7
Range of operational roles in the hospitality industry............................................................7
The essential skills required for the roles of hospitality industry and current shortage of skills
................................................................................................................................................8
The skill gaps in the operational roles of the Gonville Hotel.................................................9
The impact skill gaps has on hospitality industry and recommended the solutions...............9
CONCLUSION..............................................................................................................................10
References:.....................................................................................................................................11
Books and Journals...............................................................................................................11

INTRODUCTION
The contemporary hospitality industry is developing itself economically and socially in order to
grow the economy of the country and to serve the customers the best experience during their
leisure time (Melissen and Sauer, 2018). The hospitality industry attracts large number of tourists
from all over the globe in order to generate the revenue through foreign exchange thereby
increasing the countries global growth. The hospitality industry is highly competitive and
explores different sectors that serve different kind of foods and beverages as well as different
accommodation services as per the taste of the customer. The hospitality industry in the present
era is highly customer oriented industry. The present report is the study on the Gonville hotel and
restaurant based in Cambridge, UK. The hotel is located in the opposite of Parker's piece a heart
of Cambridge and offers unique experiences to their guest such as live jazz, private gardens,
rental bicycle service, dog and pet friendly culture, electric vehicle charging station, garden
games etc (Sipe and Testa, 2018). Report will outline current structure scope and the size of the
hospitality industry along with the range of job roles of the hospitality industry. The report will
discuss skills and skill gaps within the roles of the hospitality industry.
PART -1
TASK 1
Types of businesses in the hospitality industry and their offering
There are wide ranges of businesses within the hospitality industry and all offers different
products and service. The industry has differentiated its sectors on basis of customer’s needs,
wealth and time but all have one motive to provide the customer’s best service . The types of
businesses are:
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Food and Beverage sector: the food and beverage sector is the most important part of the
hospitality industry because every tourist or guest searches for a tasty and healthy food place.
Bistro, restaurants, bar, pubs, food chains, cafe’s, take away all the places that serves the
products like three course meal or snacks, drinks, coffee, packed food are the part of food and
beverage sector (Thakur, 2021).
Accommodation and Lodging: the industry that provides the services of room to stay is
considered as accommodation and lodging. The industry has a main motive to provide the
customer comfortable stay and other facilities while their stay. Hotels, motels, resorts, hostels,
suites, penthouses, bed and breakfasts are the part of this industry.
Entertainment and recreation: the fun and joy creating industry that provides the services that
provide the customers fun, enjoyment and relaxation during their leisure time. Amusement parks,
night clubs and bars, museums, cruise casinos, sports and gaming and marinas all are the part of
entertainment and recreation industry (Bodolica, Spraggon and Saleh, 2020).
Event planning: the event planning industry is more formal sector of the hospitality industry
which becoming popular day by day. The industry is known for its service of planning meetings,
concerts, conferences, national fests and other business and formal events.
Types of operational and functional departments in the Gonville Hotel
In Gonville hotel there are various operational and functional departments and all have different
roles and responsibilities to fulfil.
Figure 1: The Main Departments In a Hotel Or Resort, 2021
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(Source: Figure 2: The Main Departments In a Hotel Or Resort, 2021)
Operational departments
The operational department conduct the operations by implementing the resources, technology
and materials together.
 Housekeeping department: The most essential department for the Gonville hotel as this
department has role of maintaining the cleanliness in the rooms and the premises of the
hotel such as lobby, public areas, restrooms, etc. The housekeeping department has to
ensure that all the areas of hotel are clean and hygienic as this has major impact on the
customer service.
 Front office department: This department of Gonville has a role of welcoming the guest
with warmth and happy face as they are the first persons with whom the guest interacts.
The front office also addresses the calls of guest for booking or any other room service.
The front office also completes the whole procedure of the guest from booking to check
in to check out (Aqib-Uz-Zaman, 2021).
 Food production (Kitchen) department: this department is most important department
to provide the customers good taste and high quality food and beverage the department
carry out the food production and serve it with best presentation to gain the trust and
satisfaction of the guests. The department also comply with the food and safety law to
maintain the hygienic and safety food process in the kitchen.
Functional department
The functional department performs the function related to the man force, capital or the market
of the hospitality industry.
 Marketing department: the department that has role of advertising and promoting the
products and services of the hotel to increase the customer base, brands reputation and to
increase the presence in the market to gain competitive advantage. This department also
conduct market research to analyse the current and potential trends and the competitors to
develop good marketing strategy.
 HR department: the HR department has role of managing the activities of lifeblood of
the hotel that are the human resources such as their payrolls, training and development,
their performance, feedbacks and the hiring and recruiting of the best talent for the hotel.
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The department also look after the termination and retirement of the staff (Goossens,
Schmidt and Kuntscher, 2020).
 Finance department: the finance department manages the cash and capital which is
important to run a hotel smoothly. The finance department passes the budget of each
department and also develop the year financial report to analyse the profit and loss. the
Finance department also take care of tax and government policies for the finance and
investment and take care of loans also.
The contribution of hospitality industry in local, national and international economies
The hospitality industry is one of the fifth industries that contribute majorly in the economy of
UK. Us this industry attracts large number of tourist from different countries thereby increasing
the foreign revenue of UK and also creates largest number of employment thereby increasing the
GDP of UK. The UK hospitality industry contributes to local National and international
economics either directly or indirectly.
Contribution to local economies: the hospitality industry of UK creates indirect contribution to
the local economy when the industry attracts tourists The tourist also utilise the other services
like travelling with local taxis, hiring tourist guides, theatres local shopping stores etc. which
creates indirect employment and wage for local business owners thereby contributing to to local
wealth. The hospitality industry also creates the income for local farmers by buying the goods
and raw materials that is increase of GDP (Kurniawan, 2021).
Contribution to National economies: The hospitality industry highest both educated and
qualified and uneducated people and train them to work in the organisations there by creating the
employment for more than 50% of national citizens which is the direct increment to the GDP of
UK. The industry has a turnover of hundred billion Euros in 2018 which was considered as the
biggest contributor in the national economy of UK.
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Figure 3: UK hospitality industry growth analysis for 2019, 2021
(Source: UK hospitality industry growth analysis for 2019, 2021)
Contribution to international economies: the industry opens its franchises in the international
market and hires the employees, suppliers from that particular place which generates the wealth
of internal economies. The tourists also convert the native currency into foreign currency which
is also contributing factor for international economies.
The interrelationship between the operational and functional department of Gonville Hotel
Housekeeping with human resource department
The housekeeping department is full of man force and requires the talent workforce for its
activities these staff is provide the HR department of the hotel. The human resource department
is to regularly take feedbacks for the performance of the employees and to find out the vacancies
for which the HR department ask housekeeper for the performance and for the requirements.
Food production (Kitchen) with Marketing department
The kitchen and marketing department are highly interrelated because the kitchen department
requires knowing about the taste and trend of eating among the consumers to decide their menu
and flavours in the dish and this research is conducted by marketing department (Peters,
Kallmuenzer and Buhalis, 2019). The marketing department has to promote and advertise the
products of the hotel for which he requires the good quality food and pictures of best dishes
which is provide by the kitchen department.
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Impact of franchising and licensing agreement on development of hospitality industry
Franchising and licensing agreement are the way to expand the organisation in the
international hospitality industry. The agreement allows the hospitality businesses to either start
a franchisee or provide the license to someone else to sell the products of organisation in other
country in the name of hotel brand. The franchising and licensing agreement not only develop
the business economically but also help in gaining more customers, leveraging the resources and
technology of other country etc. the agreement also facilitate the joining and ongoing fees in the
other currency form that increases the revenue of hospitality industry. The franchising agreement
allows a franchisee to open an outlet in new country and utilize the marketing and advertising
tool to attract the consumers of that country as per the culture, income etc . this also helps in
gaining the knowledge of customers so that company can diversify its business with the new
products for the development of the hospitality industry (Williams and Horodnic, 2017). Hence,
the franchising and licensing is strong force to develop the hospitality industry by opening
multiple outlets in developing countries.
Contribution of global growth, licensing and franchising development to the wealth of the
hospitality industry
The expansion of the good and service compared to the previous time and current time is
referred as the global growth. In the hospitality industry the global growth is considered as the
emergence and expansion of the royal heritage, tourist attraction, iconic landmarks, development
of hotels and the traditional culinary. UK is the 7th largest tourism destination of the world. The
places like Eifel tower, the Buckingham palace, tower of London and many other tourist
attraction monuments and heritages are the main factor behind the global growth as they attract
many tourists from the USA, Greece, Germany and France. The tourist of USA is the major
source of wealth creation for the UK’s economy and generates 3.7 million visitors in UK. The
franchising and licensing has also directly and indirectly created the wealth for the economy of
UK as it has allowed many multinational company to enter the UK market thereby more business
travel comes to visit the beauty of UK and create employment for taxi drivers, hotels to stay,
event planning and also increase the foreign reserves that directly creates the wealth for the UK’s
Economy and develop the hospitality industry (Amin and et. al., 2017).
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TASK 2
Range of operational roles in the hospitality industry
In the hospitality industry the different operational department has different operational roles to
conduct the activities properly for the quality customer service. the range of operational roles in
context of Gonville hotel are:
Kitchen Porter: The kitchen porter is the helping hand of the kitchen department which help the
chefs in basic cooking and also cleans the kitchen platform and area such as washing of utensils,
dumping waste, cleaning stains etc. The Kitchen porter also has role of unloading the kitchen
supplies from the trucks.
Concierge: The concierge has role of in the front office department that provides the information
the visitors about the services of hotel and about nearby places. The concierge also books and
taxis for the visitors. Basically there are important for providing the guidance, assistance and
information to the guest of the hotel (Sun and Lee, 2018).
Front office manager: the front office manager manages the whole activities of front office
department and its staff. They also troubleshoot the problems and issues faced by the guest and
also solve the confusions of the receptionist. The front office manger also keeps the record of
bookings and the cash activities.
Housekeeper: The housekeeper is the important for any hospitality business as they take care of
customers needs and cleans the place. The housekeeper also provides room service to the guest
and cleans the room after the guest leave. The housekeeper is main element for the good
customer service and to provide them satisfaction.
Executive Chef: The Executive chef is the head chef of the kitchen department that manages the
activities of the kitchen and directs and guide the lower level chefs. The Executive chef also
prepares the special cuisines for special guests. The menu is also developed and confirmed by the
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Executive chef. The Executive chef ensures that food and safety laws are complied in the food
production system (Jeon, and Gleiberman, 2017).
The essential skills required for the roles of hospitality industry and current shortage of skills
The skills essential for the operational roles of hospitality industry are:
 Knife skills: in the kitchen department the knife skills are very essential cut the
vegetables and fruits as the proper and fine cutting matters to the cook and present the
food. Also the executive is required to train other staff the knife skills for which it is
essential to this skill.
 Management skills: For the role of executive chef and front office manager the
management skills are highly important because both roles are required manage their
subordinates so that task can be accomplishes effectively also in the hospitality
management the management skills plays important part to manage the different
operations (Sarigiannakis, 2019).
 Organisational skills: The Kitchen porter must have outstanding organisational skills to
place the different items of kitchen like utensils, equipments, ingredients etc. on place
and to organise the refrigerator properly for the fast working. The housekeeper should is
also required to have organisational skills to organise the room of guest properly that can
create good impact on guests mind.
 Communication skills: every role of the hospitality industry requires the effective
communication skills but the role of Concierge and Housekeeper it is necessary as they
both required interact with the guest directly therefore they are required to polite and
warm to make the guest feel comfortable and good while talking. The good
communication skills are the part of good customer service.
 Cleaning skills: the housekeeper, kitchen porter and laundry man are the roles that
require the cleaning skills so that they can keep the kitchen area, room and hotel premises
and the clothes like towel, napkins, bed sheet, curtains etc. are clean and hygienic. As
customers are always look for clean and hygienic place to stay and eat (Cain, Busser and
Kang, 2018).
Current shortage skills
Technical skills: There is shortage of technical skills like knowledge of vacuum cleaners,
electric wipers, Electric curtains and other technical cleaning equipment within the
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housekeepers. The Kitchen department also has shortage of technical skills such awareness of
latest technology micro ovens, new technology oriented cooking methods etc. Even the front
office manager lacks in knowledge of latest management software’s.
Problem solving skills: the front office manger also has problem solving skills as they are not
able to handle the uncertain situations in the hotels such as sudden demand of customers for
something, complaint of guest for room service etc. also the manager lacks in sloving the internal
conflicts of staff (Wolff and Booth, 2017).
Bedding skills: the housekeeper as very poor bedding skills as in current era there different
methods of bedding that make the rooms look more beautiful but in Gonville the housekeepers
lack in bedding skills also there are crease and sleek in bedding.
The skill gaps in the operational roles of the Gonville Hotel
Lack of attention on details: In Gonville the housekeeping department does not have a skill of
attention to details such as no sleek on bed sheet, keeping in the amenities at their right place,
keeping towels and toiletries in order due to which they lacks in gaining the attention of the
customers making the customer service more polished and perfect (Adeyinka-Ojo, 2018).
Lack of problem solving skills in front office department: In Gonville hotel the front office
department has a poor problem solving skills the front office manager is not able to troubleshoot
the problem at the time it happened rather delay or neglect it which creates bad impact on their
service to guests and also bring conflicts in between staff.
Incompetency of cooking techniques and skills: the Kitchen department of the Gonville are not
highly skilled in the latest cooking techniques, equipments and technology. The chefs of the
kitchen department still use the traditional cooking style due to which they are innovating new
dishes also the plating patterns are old thereby making their food less attractive (Rathore, 2017).
The impact skill gaps has on hospitality industry and recommended the solutions
It is analysed that the above skill gaps leads to downfall in the performance and quality of
the service provided to the customers. The skill gap of lack of attention to details leads to
unpolished work by the housekeeping department thereby not providing the customers standard
quality service also lack of problem solving skills indirectly provide the ignorance to the
customers complaints therefore it suggested to have the proper training for the housekeeping
department to have productivity with the quality in work (Alexakis and Jiang, 2019). It is also
suggested to Gonville hotel hire the talents for the Kitchen department that are competent with
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current cooking techniques and skills to maintain the high standard of food quality and taste
which will also help in gaining competitive advantage.
CONCLUSION
It is concluded from the above report that in hospitality industry to provide the customer best
service and experience hiring a talented and skilled staff is important. The hospitality industry is
a fast growing and always grabbing attention of the people with its beautiful ambience, customer
service, food and all other activities that give the customer relaxation and joy. The food and
beverage and accommodation sector of this industry are highest contributors on the economy of
country. The hospitality industry is expanding itself by developing spas, gym, swimming pool,
club, casinos to meet the current and potential trends and so adapting the technology fast to
improve and fasten its services. Hence it is concluded that hospitality industry will always
prosper and find its way to sustain from the impact of Covid-19 and always serve the consumers
best service from the heart.
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References:
Books and Journals
Adeyinka-Ojo, S., 2018. A strategic framework for analysing employability skills deficits in
rural hospitality and tourism destinations. Tourism Management Perspectives. 27. pp.47-54.
Alexakis, G. and Jiang, L., 2019. Industry competencies and the optimal hospitality management
curriculum: An empirical study. Journal of Hospitality & Tourism Education. 31(4). pp.210-
220.
Amin, M and et. al., 2017. The structural relationship between TQM, employee satisfaction and
hotel performance. International Journal of Contemporary Hospitality Management.
Aqib-Uz-Zaman, M., 2021. Operational Activities in Executive Floor of Housekeeping
Department.
Bodolica, V., Spraggon, M. and Saleh, N., 2020. Innovative leadership in leisure and
entertainment industry. International Journal of Islamic and Middle Eastern Finance and
Management.
Cain, L., Busser, J. and Kang, H.J.A., 2018. Executive chefs’ calling: Effect on engagement,
work-life balance and life satisfaction. International Journal of Contemporary Hospitality
Management.
Goossens, Y., Schmidt, T.G. and Kuntscher, M., 2020. Evaluation of Food Waste Prevention
Measures—The Use of Fish Products in the Food Service Sector. Sustainability. 12(16).
p.6613.
Jeon, H.J. and Gleiberman, A., 2017. Examining the role of sustainability and green strategies in
channels: Evidence from the franchise industry. Journal of Marketing Theory and
Practice. 25(2). pp.189-199.
Kurniawan, J., 2021. THE EFFECT OF WORK FACILITIES TO THE WORK
PERFORMANCE OF EMPLOYEES IN FINANCE DEPARTMENT AT THE RITZ
CARLTON PACIFIC PLACE HOTEL JAKARTA. Hospitour: Journal of Hospitality &
Tourism Innovation. 1(1). pp.1-7.
Melissen, F. and Sauer, L., 2018. Improving sustainability in the hospitality industry. Routledge
Peters, M., Kallmuenzer, A. and Buhalis, D., 2019. Hospitality entrepreneurs managing quality
of life and business growth. Current Issues in Tourism. 22(16). pp.2014-2033.
Rathore, P.S., 2017. Significance of training and hospitality skills for hotel
employees. International Journal of Engineering and Management Research (IJEMR). 7(3).
pp.53-56.
Sarigiannakis, V., 2019. The role of the concierge in improving guest’s experience and revenue
metrics.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service
and experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2). pp.178-195.
Sun, K.A. and Lee, S., 2018. Effects of franchising on industry competition: The moderating role
of the hospitality industry. International Journal of Hospitality Management. 68. pp.80-88.
Thakur, A., 2021. Supply Chain Sustainability in Food and Beverage Industry. In Driving
Innovation and Productivity Through Sustainable Automation (pp. 173-189). IGI Global.
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.
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Wolff, R. and Booth, M., 2017. Bridging the gap: Creating a new approach for assuring 21st
century employability skills. Change: The Magazine of Higher Learning. 49(6). pp.51-54.
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