Hospitality Industry Analysis: Pestana Chelsea Bridge Hotel Report

This report provides a comprehensive analysis of the contemporary hospitality industry, examining various business types such as lodging, food and beverages, and travel and tourism. It delves into the operational and functional departments of the Pestana Chelsea Bridge Hotel, including front office, housekeeping, and kitchen departments, highlighting their interrelationships. The report further explores the hospitality industry's contribution to local, national, and international economies, emphasizing the role of franchising and licensing in global development. It also identifies different operational roles within the industry, the required skills, and the existing skill gaps, proposing potential solutions. The report covers the contribution of global growth, franchising, and licensing in the development of the economy. The report concludes by summarizing the key findings and implications for the hospitality sector.

The Contemporary
Hospitality Industry

Table of Contents
Introduction......................................................................................................................................3
Main Body.......................................................................................................................................3
Different types of business within the hospitality industry and their offerings...........................3
Operational and functional departments in the Pestana Chelsea Bridge Hotel...........................4
Contribution of hospitality industry to local, national and international economies...................4
Interrelationship of operational and functional departments of Pestana Chelsea Bridge Hotel. .5
Role of franchising and licensing in global development of hospitality industry.......................6
Contribution of global growth, franchising and licensing in the development of economy.......6
Different types of operational roles within hospitality industry..................................................7
Skills required for the operational roles of hospitality industry..................................................7
Skill gaps within the hospitality industry....................................................................................8
Solution of skill gaps in hospitality industry...............................................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................10

Introduction
Hospitality sector is one famous for its good strategies for growth. It is considered as
service providing industry. All kind of hotels are focuses on providing good services to
customers and gain their trust and to increase the reputation which further help them to grow
internationally (Arasli, Altinay and Arici, 2020). Every hotel aims to grow well at international
level. Pestana Chelsea Bridge Hotel is founded in 1972 by Jose Pestana and Manuel Pestana. It is
the hotel for travellers which provide best experiences from their sea themes inside their hotel.
The following report covers different types of business within the hospitality industry,
operational and functional departments, contribution of the hospitality industry to local, national
and international economies, interrelationships of the operational and functional units, impact of
franchising and licensing on global development of the hospitality industry, how impact of
global growth, franchising and licensing developments have contributed to the economic worth
of the hospitality industry, different operational roles within the hospitality industry, skills
required for roles within the hospitality industry, gaps within the hospitality industry and their
solution.
Main Body
Different types of business within the hospitality industry and their offerings
Lodging Accommodation- It is the hospitality business where hotels provide many
facilities like temporary say of customers for few days especially for travellers and many others.
It provides rooms for customers stay.
Food and Beverages- This is the business in hospitality sector where hotels and
restaurants provide food and beverages to their customers (de Souza Meira and Hancer, 2021).
Here, they offer fresh and tasty foods with various varieties to their customers. It is essential that
the food which is offered must be prepared in a hygienic way to gain good reputation in market.
Hence, this business is fastest growing business in hospitality sector.
Travel and Tourism- This business is also considered one of the fastest growing
business in hospitality industry where hotels offer luxurious facilities for the tourists who stay in
their hotels for travelling purpose. This sector provides many other facilities like providing cars
and drivers to tourist who guide them for popular destinations at particular location.

Operational and functional departments in the Pestana Chelsea Bridge Hotel
Front office department- This department employees are seen first when customers
enters the hotel (Murphy and et. al., 2018). Here, customers can ask their queries like facilities,
payment structure and many others about the hotel. They are also responsible to attend the calls
and accept booking of customers through online as well as through offline mode.
Housekeeping department- This department of mentioned hotel pays an essential role
to make their hotels clean. Here, the employees of this department are responsible to clean the
rooms, bathrooms, lawn areas, dining area and many other parts of hotel. They are required to
clean the rooms without disturbing their customers which means they will clean the rooms of
customers when they are put of hotel for the purpose of travelling or any other.
Kitchen or food production department- This department is responsible to provide
food and beverages to their customers (Pham, Tučková and Jabbour, 2019). Here, chef and their
assistants prepare foods and employees related to serving food dishes to customers who are also
known as waiters and waitress are responsible to serve the food to customers table or in their
room according to their will. It is necessary that this department could pay attention to hygienic
factor and prepare food with fresh vegetables and fruits so that it will not impact badly upon the
health of their gusts.
Contribution of hospitality industry to local, national and international economies
Hospitality industry is considered as one of the most essential industry for the growth of
economy. It plays an important role for the growth of an economy in context of local, national
and international level. Hospitality industry provides employment to local population of the area
where is operates which help the population to find the employment for them to earn their living
and increase their living of standards. Hence, hospitality industry plays an important role to fulfil
the need of local economy which is providing employment to needy people. Secondly, it helps to
fulfil the needs and wants of local products and services which are famous in their country.
Many hotels focus on providing those food dishes and services which are popular in their
operating country and which matches their culture to attract more customers and earn more. This
will help to fulfil local products needs and wants.
Hospitality industry also contributed well for national growth by earning well and
contributing toward increasing GDP of a country (Jung and Yoon, 2018). Regular development
in this industry also helps to increase the infrastructure of an economy which help in developing

their reputation and help them to become developed country. While providing employment it
helps in increasing employment rate of the country. Paying taxes on time also help the economy
to grow as a whole. It also contributed to develop the purchasing power of customers and help
them to focus on quality rather than quantity.
Hospitality industry represents an economy at international level in case the hotels of a
country have its branches in different countries. It promotes globalization concept in the world
where companies can do business in different countries. Growth of hospitality at international
level also helps to develop other countries by providing them better services.
Interrelationship of operational and functional departments of Pestana Chelsea Bridge Hotel
Maintaining a good relationship between departments of a hotel is important for them to
meet their organisational goal and work effectively to provide better services to their customers
(Yam, Raybould and Gordon, 2018). Some of the interrelationship of different departments is
explained below-
Housekeeping department and maintenance department- It is essential to maintain a
good relationship between these two departments and a proper communication is required
because housekeeping department while cleaning the room get recognize about damages assets
of hotel like furniture interior decor and many others. Hence, they convey the message to
maintenance department that the specific room need maintenance so that they will perform their
duty effectively. After maintenance, maintenance department again ask housekeeping
department to clean the room once again after maintenance to make it better for customers to
stay.
Front office department and HR department- It is essential maintain good
relationship between this two departments because customers ask their queries and put their
point of view on payment structure and require additional services in front of front office
department (Book, Gatling and Kim, 2019). While leaving the hotel they also provide feedback
to front office employees that whether they like or dislike the services provided by the hotel.
Hence, after gaining feedbacks front office department contacted to Hr department to make
changes in the strategies and adopt additional services to the hotel for its growth. HR department
make new changes and provide all information for new changes to front office department so
that they will make it more clearly to their customers who arrive at their hotel.

Role of franchising and licensing in global development of hospitality industry
Franchising is the popular way of expanding a business at international level. Franchising
consist of allowing another small company to do business with the name of popular company by
their permission which is presented in another country for the benefit of both companies (Iyer
and Jarvis, 2019). Franchisor is the main company which who allow other companies to take
their franchisee and franchisee is the company who use brand name of franchisor and perform
their business. Here, franchisee is supposed to follow the rules of franchisor and the ways they
are doing business. It means that franchisee should follow the same interior, same products and
services of franchisor. In hospitality sector, allowing franchising to other hotels at different
location is beneficial for the growth of hospitality industry at worldwide level because they allow
small hotels to grow well and earn more profit by allowing their franchising them for the growth
of both hotel. Franchisor is beneficial because they gain more customers of different countries
and franchisee is beneficial by having rapid growth by using reputed brand name and attracts
more customers. On the other hand licensing is the legal permission to hotels to continue their
business in various countries with the permission of government (Chang and Busser, 2020). It is
benefited to gain more customers and help the hotel to grow well because government allow
licensing to those hotels who work properly with all legal laws. Hence, customers trust more on
licensing hotels and excited to have their services which further help the industry to grow by
gaining more customers.
Contribution of global growth, franchising and licensing in the development of economy
Franchising and licensing plays an important role for the growth of an economy.
Franchising allow those hotels to take franchising who is earning little less and have good
location in the country. This will help to increase the employment level of different countries
where franchising is operating (Yost, Zhang and Qi, 2021). It also allows developing
infrastructure of developing countries and helps their customers to develop their standard of
living by having good facilities of an international hotel. It also helps the economy to increase
their GDP and growth rate because after franchising their population get more interest to use the
facilities of new hotel. Hence, they pay money for their services and contributed to grow their
economy from financial condition. Secondly it also helps to maintain a balance for flow of
money in an economy. Franchising also allow then people of one country to invest more for
growth. Hence, franchising plays various roles to develop an economy. In context of licensing of

hotels, they also help the economy to grow. In licensing government of the country allow doing
business in their country and license is given for their fair and good purpose of business. It
further helps to develop the mindset of customers toward qualitative and no qualitative products
and services. They can find the difference and invest their money in useful items.
Different types of operational roles within hospitality industry
Supervisor- This is the operational role of a hotel which consist of supervising the
activities of junior employees that whether they are working properly or not and in case they find
any obstacle in the performance of employees then they remove that obstacles by providing
useful solutions to employees (Goh and Jie, 2019). They also monitor all activities in the
department in which they were appointed and they are responsible to remove unproductive
activities from the department and focuses on productive activities only. They also help workers
at hotels to explain them that how certain work gets completed in which manner.
Waiter and waitress- This is the job role which consist to serve food and beverages to
customers at dining area. They are responsible to pick up the food dishes from kitchen of the
hotel and serve it to the customers table in a peaceful manner. They also take orders from
customers and ask for additional requirement. Customers convey message to waiter and waitress
that they like or dislike the food dishes which they ordered then this message is conveyed to chef
by waiter so that they make changes accordingly. Hence, waiter is the link between customers
and chefs and cooks of a hotel.
Event manager- This job role is helpful in managing whole event which is going to
happen or happening within a hotel (Sutherland, Sim and Lee, 2021). They make sure that the
event will be organised in a effective manner and for this purpose they makes sure that all
resources will be managed properly in event. They analyse the requirement of staff and monitor
their staff during the event that they are performing well or not. They are also responsible to keep
records of their invitees so that next time in case they have same kind of event then they again
invite those attendees.
Skills required for the operational roles of hospitality industry
Time management skill- It is one of the main skill in hospitality sector which makes the
reputation of hotel. In context of Pestana Chelsea Bridge Hotel, they are better known by their
timely providing services. This skill is required in each department of this hotel. Housekeeping
department has fix time to clean a room and require cleaning the room within that fix time.

Kitchen department ask customers to wait for few mentioned minutes for food preparation and it
is compulsory for cook to prepare food with the time limit which is said to customers and there
are various departments which consider time management skill as an important skill (Leung,
Wen and Jiang, 2018).
Communication skill- It is also considered as one of the most important skill for hotel
because communicating with customers to analyse their need and wants is important. In context
of kitchen department it is necessary to communicate with customers and ask their orders for
food and additional changes they want in their ordered dishes so that cook will prepare their
dishes accordingly and serve. Front office is also require to have the skill of communication
where they listen carefully that what their customers want to convey and what are their queries
regarding services so that they will respond in a appropriate way and solve the queries in a good
manner by clearing all doubts of customers.
Skill gaps within the hospitality industry
There are few essential skills which are get ignored by many hotels to involve in their
operational activities and these skills are explained below-
IT skills- Most of the hotels only hire those employees who is good at service providing
skills and ignores the importance of IT skills (Chen and Fiscus, 2018). Many hotels including
Pestana Chelsea Bridge Hotel are lacking behind to hire IT skilled employees and they are
supposed to hire external IT expert from agencies in case they met with any software or
hardware issues.
CSR skills- This are the skills which is required to pay attention toward society and
provide some benefits to them for their benefits. Today most of the companies pay attention to
their CSR activities and contribute to distribute their products and a proportion of earning
amount to weaker section of people for increasing living standards of poor people and also to
increase their reputation and gain more customers trust. In context of hospitality industry many
hotels are lacking behind to contribute to CSR activities. They just focus to earn their profit and
spend it for their expansion.
Solution of skill gaps in hospitality industry
Hire IT skill employees- It is good if hotels hire IT skill experts and make their own
department so that whenever they need help to sort out the issues related to their software and
hardware of technology then they will consult to their IT department employees rather than

giving huge amount as a fees to outsiders. This will help the hotel to utilize money and spend it
to another productive activity of hotel.
Contribute to CSR activities- It is essential for many hotels including Pestana Chelsea
Bridge Hotel to focus on their CSR activities and adopt some proper strategies to contribute
toward the society (Daif and Elsayed, 2019). This will help both society developments as well to
hotel to gain more customer trust and gain more customers for their hotel growth. Hence, it is
essential for HR manager of hotel to focus on adopting those CSR activities which will provide
more benefit to society and to them self also.
Conclusion
From the above information it is concluded that there are various businesses in a
hospitality industry and they offer different services according to their aim and operational
activities. Hospitality industry contributed well for the development of economy. There are
various departments in a hotel and interrelationship between them is essential to reach
organisational goal. Franchising and licensing plays an essential role for the development of
hospitality industry as well as to economical growth. Some essential skills are required in
hospitality sector and it is also essential to solve the situation of shortage of required skills in
hotels as soon as possible for the growth.

References
Books and Journals
Arasli, H., Altinay, L. and Arici, H.E., 2020. Seasonal employee leadership in the hospitality
industry: a scale development. International Journal of Contemporary Hospitality
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engagement, loyalty, and retention in the hospitality industry. Journal of Human
Resources in Hospitality & Tourism. 18(3). pp.368-393.
Chang, W. and Busser, J.A., 2020. Hospitality career retention: the role of contextual factors and
thriving at work. International Journal of Contemporary Hospitality Management.
Chen, H.S. and Fiscus, J., 2018. The inhospitable vulnerability: A need for cybersecurity risk
assessment in the hospitality industry. Journal of Hospitality and Tourism Technology.
Daif, R. and Elsayed, K., 2019. Viral marketing impact on tourism and hospitality
industry. International journal of research in tourism and hospitality (IJRTH). 5(3).
pp.34-41.
de Souza Meira, J.V. and Hancer, M., 2021. Using the social exchange theory to explore the
employee-organization relationship in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Goh, E. and Jie, F., 2019. To waste or not to waste: Exploring motivational factors of Generation
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Journal of Hospitality Management. 80. pp.126-135.
Iyer, G.R. and Jarvis, L., 2019. CSR adoption in the multinational hospitality context: A review
of representative research and avenues for future research. International Journal of
Contemporary Hospitality Management.
Jung, H. and Yoon, H., 2018. Understanding workplace bullying: Its effects on response and
behavior in the hospitality industry. International Journal of Contemporary Hospitality
Management. 30(3). pp.1453-1471.
Leung, X.Y., Wen, H. and Jiang, L., 2018. What do hospitality undergraduates learn in different
countries? An international comparison of curriculum. Journal of Hospitality, Leisure,
Sport & Tourism Education. 22. pp.31-41.
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
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Sutherland, I., Sim, Y. and Lee, S.K., 2021. Impacts of quality certification on online reviews
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hospitality industry: Exploring the role of job embeddedness. Journal of Human
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Yost, E., Zhang, T. and Qi, R., 2021. The power of engagement: Understanding active social
media engagement and the impact on sales in the hospitality industry. Journal of
Hospitality and Tourism Management. 46. pp.83-95.