Operational Analysis of the Contemporary Hospitality Industry Report

This report provides a comprehensive analysis of the contemporary hospitality industry, focusing on the operational workings, skill shortages, and strategic challenges faced by hotels, specifically using Continental Hotels as a case study. The report details various operational departments within a hotel, including housekeeping, food and beverage, front office, marketing, food production, HR, accounting, and purchasing. It then discusses the required skills in the hospitality sector, such as client service, relational abilities, multitasking, communication, and foreign language proficiency. The report also highlights skill shortages within Continental Hotels, particularly in language proficiency, multitasking, and collaboration. Furthermore, it explores the loopholes in functional capabilities, the impacts of skill gaps, and the strategies to address them. A PESTEL analysis examines external factors influencing the industry, and a SWOT analysis is applied to Continental Hotels. The report concludes with an assessment of the effects of external elements on the industry and potential challenges, providing a detailed overview of the hospitality landscape.

The Contemporary
hospitality Industry

Table of Contents
INTRODUCTION............................................................................................................................3
TASK 2 AND 3................................................................................................................................4
Mention various operational workings of the hospitality business.............................................4
Distinguish the strategy expected in Hospitality area alongside the ongoing skill shortages.....6
The ability shortage in the Continental Hotels............................................................................6
The loopholes in functional capabilities of industry in regard to others.....................................7
The impacts of expertise gaps on the industry and successful arrangement addressing them....7
The analysis as given by PESTEL of the concerned industry.....................................................8
Continental Hotel's analysis by SWOT method..........................................................................9
Fundamentally assess the effect of external elements on stealing association working in
hospitality area with illustration................................................................................................10
The details of external elements on the potentiality and the thieving of industry.....................10
TASK 1 & 4...................................................................................................................................11
CONCLUSION..............................................................................................................................11

INTRODUCTION
The business of hospitality is amongst most vital business in the commercial sector providing the
facilities like that of housing, recreation, health caring, travelling and beverage & food. The
industry is certainly dependent on the guests and their experience when they visit the hotels. The
major goal of the industry is to provide peaceful leisure time to the guest who in turn raise the
value of the lodging by their positive reviews (Ali-Chae and et,al., 2019). The industry is based
on the most innovative techniques that the owner puts in to attract as many guests as possible.
Having its head offices in England, The Continental Hotels was completed by Ellen Brochmann
in 1988. the named hotel has one of the largest facilities that is offered by it to the guests and it is
also counted amongst the big brands of UK. The necessities of the current and upcoming skills in
the sector is discussed in this report along with the present challenges encountered by the said
hotel. The discussion will also cover the external and internal elements affecting the whole
hospitality industry.
TASK 2 AND 3
Mention various operational workings of the hospitality business
In the hospitality industry there exists multiple functions ranging from basing house maintenance
to maintaining the accounts of whole facility. The task being multifarious requires the people
with varied skills to work on the needs of the guests to serving whom the industry is aimed at.
The Continental Hotel will have to ensure the adequate coordination between every functional
unit of it so that the whole industry is in efficient working condition making profits for the
owners. Following are the different operational units that work in coordination with each other in
the hotel:
Departments of Housekeeping: most important among the departments of the
hospitality industry is this department which comes in direct contact with the guests. The
experience and reviews of the guests are majorly based on what kind of housekeeping services

are they given (Bowen and Morosan, 2018). The cleaning of the rooms to supplying the
essentials to the guests is done by this department only.
Department of Food and beverage: the guests who take lodgings in the hotels order
various drinks and meals which are to be maintained by this department. They have the serving
waiter and waitresses who provide the items ordered to the guests. The guest also review these
services according to the food and beverages offered, their quantities, qualities and the attitude of
the serving staff.
Department of Front office: this department deals with various requirement of the
guests in regard to the rooms they wish to book, they only receive the guest when they enter the
hotel and treat them in mixed manner including the professional ways and that of friendly
manner. The complaint resolution is also to be done by them whenever any issues arise with the
guests.
Department of Marketing: this department works for the necessities of the guests who
will be staying at the hotel. Various techniques here are used to ascertain the needs of the
customers and then the operations of it are conducted according to them.
Department of Food production: whatever is served to the the guest is the
responsibility of this department. The kitchen staff that prepares the food including the chef,
cook, managers of the kitchen, and others are part of this department (Heimerl-Scholl and et.
2020). The quality of the food offered to the guest of the hotel is the sole responsibility of this
department and when Continental Hotel is concerned the department maintains the hygiene and
safety of the food items offered.
HR department: the task of recruiting the staff for the proper management of all the
organisational function is the responsibility of this department. It provides training tot he staff
and other necessary activities which is crucial for the business of the hotel. The management of
the human resource is the sole responsibility of Human Resource Department.
Department of Accounting & finance: all the tasks related to the finance is to be
conducted by this department. The work of giving salaries to whole workforce, the paying of
taxes, budget and other related policies is to be controlled by this department only.
Department of Purchase: the goods which are required by the other department for
functioning and cannot be produced by the hotel itself are to procured from outside. This is done
by the purchase department and they handle the task effectively in order to maintain the

competitive pricing of the units. The department is also called procurement department, named
on the work it does.

Distinguish the strategy expected in Hospitality area alongside the ongoing skill shortages
Client support ability: The client assistance abilities is fundamental expertise as the
need might arise to meet the client assumption regardless of whether server serves beverages and
dinners to visitor. The inn need to ensure every one of the staffs keep grin and be considerate so
visitors having an extraordinary involvement in the lodgings
Relational abilities: In this expertise, the front officials have connect with various
visitors on consistent schedule so they need to compensate wide expertise like contentions goal,
discussion, undivided attention and compassion (Jawabreh-Hamasha and et., 2020).
Performing various tasks skills:The principal motivations behind why this industry is
more troublesome as it expects to keep up with the exhibition in performing multiple tasks way
that make more furious. The workers of lodgings need to execution the different undertaking like
delicate expertise, deal with the time successful and speedy direction.
Communication abilities: The denunciation expertise is assume a fundamental part in
the travel industry and friendliness. The staffs managing various visitors who have a place with
various culture, foundation, identities and progress in years so representatives expects to
successful malediction expertise.
Foreign dialect: The inns business welcome to worldwide visitors as it require unknown
dialect expertise so that effectively impart and figure out the language of the visitor.
Expertise: the majority of the representatives expects to follows impressive skill as it
help the standing of the inn. The staffs of lodging need to manage visitor's resentment and
bothered visitors.
Collaboration abilities The lodgings business has most complex in nature as occupied
kitchen or time taking errand so that all staff expect to execution task in cooperation.
Consideration of detail abilities: The high degree of supervisor of lodgings expect to
see the each part of the inns like mistakes at banquet room. The trough of lodging guarantee that
little components can make colossal different in friendliness industry.
The ability shortage in the Continental Hotels
Foreign dialect: The separate association have not language proficient specialists so
global visitor face difficulties to grasp the neighborhood language and culture.
Performing multiple tasks expertise: The Continental Hotels has neglected to keep up
with the performing various tasks ability in workers as at some point visitor sit tight for extended

periods of time in the missing explicit staffs that make most awful encountering. The given
association ought to give the preparation to their current representatives to play out the errand in
performing multiple tasks way.
Collaboration expertise: The the Continental Hotels has wide quantities of lodgings and
resorts in various area so it has not successful cooperation abilities that lessen the brand
notoriety. The association need to utilize powerful collaboration expertise with the goal that it
upgrade the functional undertaking.
The loopholes in functional capabilities of industry in regard to others
The deficiency of ability is most awful impact on the lodging's standing as it have wide
functional capability with the goal that it troubles to successfully deal with the whole effort
(Kloutsiniotis and Mihail, 2020). At some point, the high level troughs face difficulties to offers
extravagance conveniences at ostensible costs since expansion rate is expanding step by step.
There are different abilities holes in cordiality industry that will make reference to beneath.
Interaction abilities: Communication expertise involves in each job of functional
capability as staffs expect to speak with visitor and other individual from the lodging. In setting
to the Continental hotels, the particular association's staffs ensure the consistently utilize delicate
expertise while conveying either representatives or visitor. The workers need to keep favour their
face and be courteous while cooperate with guests. The trough ought to urge to representatives to
participate their group meeting so it draw in the workers and it moves the representatives, The
trough need to assume liability to get appropriate criticism subsequent to conveying the data that
work on the successful malediction in their functional capabilities.
Multitasking abilities: The a large portion of the representatives have battle from
performing various tasks as it demonstration of shuffling double and perform various tasks at that
point. The Mainland Lodgings 's representatives ought to make plan for the day for playing out
an alternate undertakings in a day and workers ought to make prioritization in which distinguish
which errand is the most need. The representatives need to more zero in on their work as opposed
to different considerations so it work on the nature of work and keep away from interruptions.
The impacts of expertise gaps on the industry and successful arrangement addressing them
The expertise holes have influenced on lodging's standing and brand worth of the
association as though client not encountering the well with association. The primary explanation
of absence of client assistance is recruiting incorrectly people and absence of successful

preparation in the association. In setting to Continental Hotels, the open association ought to give
viable preparation and employing right individuals. The separate association need to not keep up
with the base wages strategies as they offers low compensation pay so they need to offers pay as
per the base wages. The workers ought to more focus on to their visitors and give the astounding
experience so it further develop the brand esteem. The particular association have insufficient
expert representatives and low pace of consistency standard that may terrible effect on
hierarchical standing. The Continental Hotels should enlist the representatives agreeing earlier
assessed numbers and offers workers government assistance plot so it help to upgrade the
standard for dependability.
The analysis as given by PESTEL of the concerned industry
Factors of Environmental nature: the contemporary trend is to focus more on Eco
friendly methods of working. So, guests also prefer the hotel which use the ways having
techniques which do not harm the environment. The hotels thus have to keep a check of the
trends in the world to keep their services up to date. Here the concern is environment so whatever
the methodology is that operational functions shall be reflective such concerns (Dogru-Szende,
and et,al., 2019).
Factors Legal in nature: the legal regulations set up in UK shall not be overlooked by
the hotel as these rules aid the industry in maintaining sound base for existence. The non abiding
of the rules may lead to legal proceedings initiation against the hotel which will definitely
hamper the reputation of it and thereby the number of guests it caters now will also decline
considerably. The rules as to the conditions of health and safety of guests along with the
concerns for the employees it has shall be properly followed by the hotel.
Factors Technological in nature: the advancement in the technology shall be used as a
driver for the growth of the business. The methods of booking on site can be modified by
booking of rooms online with fair prices clearly displayed with all the facilities which the hotel
offers. There exists multiple sites which keep a list of hotels compared on the basis of amenities
they provide and also the prices they offer. The hotel shall also get it registered in such lists so a
to create a larger client base.
Factors Social in nature: the social practises which keep on changing with time shall
also be checked by hotel in order to have a representation of them in work. The preferences

which are influenced by social conditions shall also be considered in operation by different
departments.
Factors Economic in nature: the factors like income, growth rate, unemployment rate,
etc. have profound impart on the businesses. When in UK the people will be employed more,
their spending capacity will also increase leading them to spend more on the luxury holidays and
travels. This will help the hotel in development and growth.
Factor Political in nature: the standards set by the authorities in the nation are reflected
by the political factors which determine which industry will barely survive and which will going
to be flourished. This is the way the industries work in market. The policies made by the
government of UK are such that it allows them to have a very luxurious life. Thus, the political
condition is suitable for the growth of hospitality industry and the concerned hotel.
Continental Hotel's analysis by SWOT method
Under this analysis the threats which may errupt in future will be laid for the managers along
with the manner in which they may be overcame (Ertuna-Yamak, and et,al., 2019). The strengths
and disabilities of the Hotel will also be discussed under it with the ways of looking forward to
the opportunities that may be present for gaining competitive advantage by the hotel.
The strengths of the hotel: The location of the hotel is the biggest strength for it as it is
situated near the places of attraction from the tourist point of view. It not only provides the scenic
views to the guests but also provides wide number of rooms approx 80,000 in number. It also has
profound reputation of providing luxurious experience to the guests for about 50 years.
Weaknesses of the hotel: the presence of the hotel is not international. It is restricted to
UK. The other business giants of hospitality industry are rendering services globally which make
it weak in terms business base. It got stuck with the issues concerning refunds while the world
faced pandemic. It also is facing challenges from the basic concerns like cleanliness and guest
satisfaction.
Available Options: the Continental Hotels being the holders of wide business reputation
have the opportunity of easy establishment of global business. The budget it has already been
passing for the renovation and décor of its various units will also fetch more guest to it. The
manner in which the digital marketing is increasing, it will get gains from that and the guests will
be giving more feedbacks and reviews of positive nature helping it to meet the market standard
demands.

Threats: the hotel has all possible probablities of facing the competition threats in
future. There exists major giants in the hospitality industry like Marriott. Hayat residency which
may prove to be the threats to it.
Fundamentally assess the effect of external elements on stealing association working in
hospitality area with illustration
There are different outer elements the straightforwardly influence the whole friendliness
industry and the travel industry. Individual in the lodging business genuinely should comprehend
about various variables reason being planing action can be sought achieve the objectives. It is
trying to screen these variables it is important to roll out fundamental improvements at whatever
point required. The various nations government support individuals for investigating better place
and push toward making a trip as it help to support the financial state of the country. Any change
in the standard and guidelines likewise will affect on cordiality and the travel industry (Zopiatis
and Theocharous, 2018). As any progressions parents in law forced by the public authority
change in tax collection as well as decrease in the cost of the natural substance that might
influence the accommodation businesses. For instance, the presentation of new hardware and
advancements that influence the Mainland Lodgings as new innovation is being gain so
particular association will make use benefit and push forward from its rivals. The financial
element of UK is useful for neighbourliness industry as UK has high worker rate and compelling
least wages that upgrade the matter of inns as they have more spend on voyaging. The given
association increment the income by utilizing innovation, for example, high level programming
that help booked the lodging's and automated hardware for functional undertakings. The
association need to more toward innovative progressions that assistance to serve the best insight
of the visitors. The neighborliness business affected by outer element that assistance to go with
compelling choice to achieve the authoritative targets. The outside factors is dynamic in nature as
so that high level administrators have keep eyes on forthcoming dangers and afterward convert
into the potential open doors.
The details of external elements on the potentiality and the thieving of industry
Presently a days, visitors or visits seriously taking well being and wellness factors, for
example, spas, pools, yoga spaces, air cleansing and exercise centre supplies. Explorers more
prefer to favour good food sources and staying away from the unfortunate food sources influence

on body. In serious world the vast majority of the organizations advance toward computerized
promoting as it permits to cover the designated shoppers. The a large portion of individuals
utilizes web-based entertainment with the goal that computerized showcasing help to acquire the
upper hand as it target just important buyers. The advanced showcasing not need immense
measure of venture and it permit the connect with various buyer at same time. The worldwide
explorers utilize cell phone and PC for investigate the assistance and cost of various lodgings
with the goal that inn upgrade their presence by utilizing site and cell phone (Hossain-Khalifa
and et., 2020). For instance, the Continental Hotels more centre water shortage and
environmentally friendly power asset that work on the standing of the association. They have
introduced sun powered chargers as well as refreshing the innovation so that light and forced air
systems consequently switch off when visitors leave the lodging's. Association need to break
down the outside patterns and alter the inside factors as per the outer figure request to achieve the
objectives.
TASK 1 & 4
(Presentation covered)
CONCLUSION
The report concludes that the important working of Hospitality industry includes the working of
various operational departments which hare crucial to its working. The requirement of the
industry also includes proper communications, abilities to handle the tasks effectively and
working in a way creating profits to the business. The factors which affect the business externally
are not in any bodies control but there exists few factors as the analysis laid which create the
ways for the growth and proper development of the hotel business. The conversion of
weaknesses in strengths can be done by the analysis by SWOT as stated in the report and the
Pestle analysis also helps the hospitality industry in its own way.

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