Contemporary Hospitality Industry Project: Four Seasons Hotel London

This project provides a comprehensive analysis of the contemporary hospitality industry, using the Four Seasons Hotel London as a case study. It begins with an overview of the industry, exploring various business types like travel and tourism, lodging, and restaurants, and then delves into the functional and operational departments within a hotel, such as front-house and back-house operations, highlighting their roles and importance. The project also examines the contributions of the hospitality industry to local, national, and international economies. Furthermore, it identifies and explains different operational roles within the hospitality sector, such as housekeeping, sales and marketing, and front desk, along with the necessary skills for each role and any skill deficiencies. The project then moves on to a PESTLE and SWOT analysis of the Four Seasons Hotel London, evaluating its political, economic, social, technological, legal, and environmental factors, as well as its strengths, weaknesses, opportunities, and threats. Finally, the project considers current trends within the hospitality sector, providing a holistic view of the industry and its key aspects.

Contemporary
Hospitality Industry

Table of Contents
Task 1 (Poster).................................................................................................................................1
INTRODUCTION ..........................................................................................................................1
P1 Investigate various types of businesses in hospitality industry.............................................1
P2 Range of functional as well as operational departments. ......................................................2
P3 Contribution of international, national and local economies.................................................3
TASK2 (FACT SHEET)..................................................................................................................5
P4. Different operational roles within hospitality sector............................................................5
P5. Skills necessary for assorted roles in hospitality sector and deficiency of current skills.....6
REFERENCES................................................................................................................................7
TASK3 (PPT)..................................................................................................................................8
P6. Pestle analysis of Four Seasons Hotel London....................................................................8
P7. SWOT analysis of Four Seasons Hotel London.................................................................10
TASK 4..........................................................................................................................................11
P8. Entailment of current trends within hospitality sector........................................................11
REFERENCES..............................................................................................................................12

Task 1 (Poster)
INTRODUCTION
Hospitality industry is defined as a field within service industry which comprises of food,
drink, lodging, theme parks, event planning, cruise line, transportation, travelling and many other
fields in tourism industry. Four Seasons Hotel London is 5-star luxury hotel and it is situated at
Park Lane London, England. Along with this, they render their services worldwide.
P1 Investigate various types of businesses in hospitality industry.
Hospitality industry is one of the growing sector within corporate world in which
organisations are involved in rendering provision of services to large number of customers.
Within past, quantum of hospitality sector has been improvised as wide range of people have
turned into travellers and they transpose continuously for different reasons like adventure,
experience, fun, business, etc. This industry comprises of different businesses and they are
prevailing in Four Seasons Hotel London.
Travel and tourism: This is a broader sector which deals with provisions for
commutation and transit services to customers such as flights, ships, trains, roads etc. When such
types of organisation are executing in hospitality industry then they are continuously engaged
within process of transit of individuals from one to another place as per their desire. These
services are rendered by Four Seasons Hotel London as they cannot be overlooked by them. This
enables them to acknowledge expectations as well as demands of customers.
Membership and events: Various hospitality industries furnish membership of their hotel
for an annum, it can be either for lifetime or 5 year in which visitors can savour different services
at reasonable or minimum prices or even at free of cost. An example can be taken to explicate
this concept like by having a membership of hotel, customers can stay within for free and may be
also engaged within special events such as Christmas events, new year party for their members.
Lodging: It is is defined as facility of provision of services associated with
accommodation. This denotes that, this service render a person with a place where they can have
a peaceful sleep. Facility is provided on the basis of demand of customer, it can be either for a
night or more than this within a hotel like Four Seasons Hotel London and motels.
Restaurants: This service deals with provisions associated with food and beverages to
visitors or customers according to their tastes, preferences, wants and needs. This organisation lie
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in Food & Beverage Sector. Four Seasons Hotel London is supply catering services to visitors
with a motive of accomplish their expectations as well as demands.
Pubs, bars and night clubs: This is other significant and crucial area within a hospitality
sector which is embroiled within provision of beverage as well as entertainment facilities to
customers or visitors. With assistance of this, people can dance, sing and can have a leisure time
with acquaintances, families & peers according to their comfortableness by which they can be
relaxed and refreshed ultimately. These facilities are furnished by Four Seasons Hotel London by
which they are able to attract ample of customers who have likeliness for partying.
P2 Range of functional as well as operational departments.
The departments which are said to be core in terms of success of organisation within
hospitality industry are functional as well as operational department. They work in collaboration
with each other through which they can implement their processes as well as activities. Both
have their own significance within hotels and they can't be avoided. In Four Seasons Hotel
London, both these departments comprises of 3 crucial areas within organisation. Their
description is in form of back house as well front house operation departments is illustrated
below:
Front house operation department: This department comprises of operational sections
like front office, reservation and housekeeping in a hotel. Within Four Seasons Hotel London,
this department deals with customers on everyday basis and for this it is crucial to possess
enhanced communication skills by which they can have strong as well as effectual power for
providing customers with unique experience. Apart from this, they includes functional units like
sales and marketing which are involved within catering sales. The Food & Beverage unit of
Four Seasons Hotel London belongs top this unit and comprises of conferencing, banqueting,
room services, lounges, pubs, bars and restaurants.
Back house operation department: It comprises of sections like accounting, HRM and
engineering. HR department or unit will focus on recruiting skilled, educated, competent and
enlightened individual for growth as well as welfare of organisation. It will aid firm to ensure
that tasks are implemented in effectual manner with respect to needs of Four Seasons Hotel
London. Furthermore, HR is responsible for ensuring security as well as safety of personnel
including employees and customers. They are responsible for making sure that food & beverages
which are furnished to customers within hotel are healthy, free from contamination and hygienic.
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Apart from this, engineering unit is accountable for maintaining infrastructural artefact of
organisation. Their aim will be on enhancing capital and needs associated with ground
maintenance. Accounting department will work within ascertaining revenues, credit services and
gains which are attained by entity.
Illustration 1: Functions & Divisions
(Source: Functions And Divisions, 2019)
P3 Contribution of international, national and local economies.
Due to increasing figures of travellers or visitors with each upcoming year, hospitality
sector is developing constantly at fast pace. This creates an affirmative impact on economy of
local, national and international countries. Tourism industry has contributed relevantly with
development as well as growth of nation and country. Tourism is defined as process of
movement or travelling from one country to other country for different reasons like leisure,
vacations, exploration, business, etc. This leads to creation of increased demands for products
and services.
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Hospitality industry in United Kingdom has evolved rapidly for generation of large scale
demands along with employment options for localities. This industry is rendering various jobs to
around 2.4 million persons as presented by statistic reports of 2017. Along with this, around 1.2
million business business setup have been initialised. It is considered as fifth largest sector of
United Kingdom with maximal quantum of population. Hospitality industry has generated large
revenues and they have accounted to around £90billion which is a substantial contribution
within taxation of country (£34billion). Apart from this, VAT for restaurants has also rendered
around 54000 jobs within nation (Economic Contribution of UK hospitality industry, 2019).
This sector has made relevant endeavour for economy of UK for generating higher
employment opportunities which provides enhanced per capita income for nation. It will render
assistance for sustaining higher standards of living. Due to this industry, sectors like travelling,
sight-seeing, shopping, etc. get enhanced as well as developed which leads to entire development
of nation.
Similarly, international tourism has made its effectual contribution towards sustainable
development of United Kingdom in terms of economy. The reason behind this is that, they
conduct their operations by way of air. Along with this as they operate from international
nations, it is most likeable that shopping will be carried out by travellers which will lead to
welfare as well as growth of economy of UK. Furthermore, franchising and licensing will also
make their contribution for appraisal and establishment of hospitality organisation within
particular nation. This will lead to generation of high taxes and gives strong boost for economy
of specific country.
CONCLUSION
It can be terminated as hospitality sector is one of the fastest evolving industry which
deals with development as well as growth of nation. Furthermore, it also boost up international,
national and local economies of country & nation.
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TASK2 (FACT SHEET)
INTRODUCTION
Hospitality Sector is essential and quickly growing unit around global firm which
includes different types of operational skills and roles by which organisational objectives and
goals can be attained within appropriate manner.
P4. Different operational roles within hospitality sector
This is a wider sector which leads towards generating high options of employment
opportunities. Along with this, there exists different operational roles which are identified in
hospitality sector. These roles are observed to be relevant with these, the individual organisation
can devise their feasibility by formulation of various strategies which will further assist in
fulfilment of demands as well as needs of customers and accordingly contentment from them.
Different types of operational roles which exists within Four Seasons Hotel London are
presented below:
Housekeeping: Within Four Seasons Hotel London, the elementary task of this specific
unit is to maintain surroundings as well as organisational site preserved and cleaned so that
customers are provided with feasible & comfortableness. It is ascertain that operational
department in hospitality industry is involved in development of clean and hygienic environment
when people are staying there. This benefit is provided to guests whenever they need it, either at
night or day time. This unit ensure that diverse units of Four Seasons Hotel London like banquet
halls, conference, fitness centre, spa, etc. are well retained. Along with this, check upon uniform
cleanliness of operating workers is maintained within hotel.
Sales and Marketing: In corporate world every business entity carry out their operations
for attainment of their objectives and goals. It is further apparent that success as well as growth
of organisation build on employment of effectual marketing schemes and sales. With respect to
this, manager related with this have to carry out their functions depending upon development as
well as designing of strategies like acquire potential and capability for attaining competitive edge
within market. The management of Four Seasons Hotel London arranges different marketing
campaigns and usage of promotional tools for involving customers within relevant conversation
for influencing them to make purchase. This will lead to generate high sales as well as profits
which will have direct impact on development as well as growth of entity within market.
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Front desk facilities: In Four Seasons Hotel London, this unit is involved within
interaction with guest on daily basis. Here managerial person is amendable for holding as well as
formulating bookings. These personnel operate within effectual way with a view for resolving
complaints of service users be carrying out effective communication with them. Apart from this,
it is major responsibility of front desk for creation of ever lasting impressions on mindset of
people.
P5. Skills necessary for assorted roles in hospitality sector and deficiency of current skills.
Within hospitality sector, individuals from different nations possess unique culture which
are combined together for diverse purpose. Therefore, this industry require wide range of skills
for performing their roles as well as responsibilities. With respect to this, skills are required
within Four Seasons Hotel London are elaborated below:
Flexibility skills: Due to wide range of guests, the specific organisation need to have
adaptability. This is due to the fact that Four Seasons Hotel London can create their services and
products as per requirements and needs of guests. This skill is crucial within organisation as
demands of customer related with various products and services can be satisfied.
Language skills: As the guests are from diverse countries and destinations, the
employees as well as staff of Four Seasons Hotel London need to be acquainted with diverse
languages so that they can carry out communication effectively, acknowledge and attain
requirements as well as needs of individuals. In present business context, it is one of the most
crucial skill.
Communication skills: This is the other critical skill due to the reason that without
communication business organisation cannot achieve their objectives and goals efficaciously and
expeditiously. Thus, employees need to posses enhanced communication skills through which
they can understand as well as clarify queries which are being raised by individuals. For this they
need to have patience as well as must be good listeners.
CONCLUSION
With respect to above discussion, it can be that hospitality sector has a crucial role within
development as well as growth of nation. There are diverse number of units and departments
which needs competence, knowledge and skills for implementation of specified tasks.
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REFERENCES
Online
Economic Contribution of UK hospitality industry. 2019. [Online]. Available Through:
<https://www.oxfordeconomics.com/my-oxford/projects/296333>.
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TASK3 (PPT)
INTRODUCTION
Hospitality industry is combination of different areas like night clubs, lodging, boarding,
pubs, bars, etc. The following presentation comprises of Pestle and Swot analysis of Four
Seasons Hotel London. Furthermore, its impact on potential as well as current trends upon
entities.
P6. Pestle analysis of Four Seasons Hotel London
The analysis has been conducted by an organisation for gaining knowledge associated
with macro environmental factors which are intractable within nature. Pestle analysis for Four
Seasons Hotel London has been illustrated below:
Political factor: These factors are associated with government intervention as well as
political stability. This will include commerce, trade policies, subsidies, taxation, etc. These
factors are not in the control of organisation. This will have relevant as well as intense influence
on Four Seasons Hotel London. For example, Four Seasons Hotel London can be inauspicious
impacted by terrorism danger., atmosphere and international relations associated with political
environment within particular tourist destinations. This is a threat for organisation and it will
confine people to travel across the country. It will hamper brand image as well as reputation of
Four Seasons Hotel London.
Economic factors: These factors are associated with stability of economy of
organisation. It will represent financial capability as well as profitability of organisation. This
influences organisation by taking into consideration diverse factors such as currency, recession,
deflation, inflation, etc. For an instance, Four Seasons Hotel London will have an critical impact
in inflation period. The reason behind this is that, at this moment of time prices of services as
well as products will be increased and customers will spend their disposable amount within
crucial services and products only. This will influence purchasing power and will also lead to
creation of debt for an organisation.
Social factors: These factors are associated with societal trends such as class, age, status,
demographics, attitude, behaviour, income, lifestyle, etc. of individuals. Preferences as well as
needs of customers are impulsive within nature and they alter rapidly. In context of Four Seasons
Hotel London, they will be impacted by buying habits of people. At present scenario, people are
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preferring their own package rather than on the basis of day to day customers. For this
organisation need to formulate different strategies by which they can build up package for
diverse types such as family package, couple package, etc.
Technological factors: Technology is one of the rapidly growing as well as prevailing
factor within current business scenario. Every organisation must adopt various technological
aspects which will improvise productivity and efficiency. This comprises of factors such as
research & development, invention, innovation, etc. Thereby, Four Seasons Hotel London will
have a critical influence on this factor and organisation will set up their services and products to
customers via online medium and having their own application through which customer can
make booking as well as cancel hotel bookings. This will aid traveller to look for hotel on
internet as well as facilities provided by them. There exists diverse technological equipments
within organisation which assists within checking that individual is not carrying any kind of
harmful weapons.
Legal factors: These factors are associated with legislations as well as laws. It is critical
factor as this assure that employees and customers are protected as well as secured. This
comprises of assorted factors such as labour laws, employment laws, environmental laws etc. If
Four Seasons Hotel London do not treat their customers in appropriate manner and provide them
with wrong information associated with products & services then customers can take relevant
action against the organisation. Along with this, they can file a case against organisation which
will hamper their goodwill.
Environmental factors: These factors are related with protection of nature as well as
environment as they acts as one of the major factor for attracting tourists. In this case, factors
will be affecting organisation, they comprises of farming, climatic conditions, agriculture, etc.
Thereby, it is crucial for Four Seasons Hotel London for protecting environment and usage of
rare resources expeditiously as well as efficaciously. For example, decrease within fuel prices
will decline cost of travelling for customers as will as will create affirmative impact on Four
Seasons Hotel London when demands of customers will be enhanced.
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P7. SWOT analysis of Four Seasons Hotel London.
The synthesis has been carried out by organisation for identification of internal strengths
as well as weaknesses, external opportunities and threats. It assists organisation in evaluation of
level of competitiveness and development of strategic plans. Basically, this is designed for
facilitating data driven as well as realistic approach. The SWOT analysis for Four Seasons Hotel
London has been shown below:
Strength
Focus on Innovation: Four Seasons Hotel London aims at bringing innovations and
keeps on production of new services for customers around the world.
Drive for competitive advantage: Four Seasons Hotel London is a competitive brand
within hospitality industry and they aims at reinvention of their brand by which they can remain
competitive.
Weakness
Excessive focus on expansion: Four Seasons Hotel London is aiming at expansion of
their operations within larger area of world where it will become complex for an organisation to
hold on standard quality. Due to this reason brand is weakened.
Grosvenor House Hotel controversies: Four Seasons Hotel London is going through
different problems and reason behind this is lack of secrecy as well as privacy concerns. They
have suffered due to lack of safety of employees as well as customers.
Focus on family: Four Seasons Hotel London focusses on families as well as they are
not going to alter this pattern of working.
Opportunities
The shift of customer behaviour: Alteration in trends of prevailing customers within
existing business world in which they are willing to stay like luxury hotels where they have been
with their families as well as friends. Therefore,it will improvise opportunities of economy.
Huge unexploited market: Four Seasons Hotel London has gained attention with
different sections of society and they have been supporting them. This assisted them to render
special offers to couples who belong to different societies such as LGBTQ. This will assist them
to make their contribution within revenue as well as sales.
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Emphasis on personalisation: Within Four Seasons Hotel London customers are highly
individualised within nature. This will render them with an opportunity to offer premium prices
of personalised services which are needed by customers.
Threats
Strong competitors: Four Seasons Hotel London experiences a high competition from
brands such as Holiday Inn, Hilton, Hyatt, etc.
Economic recession: This will create an influence on hospitality industry in ineffective
manner where various properties will be auctioned and sold within market through which
revenues as well as profits cannot be generated.
TASK 4
P8. Entailment of current trends within hospitality sector
The various trends which prevails within hospitality sector are elaborated below:
 Crucial trends have been rising at constant rate and they are ascertained is globalisation.
Four Seasons Hotel has been sharing their technology, labour and resources between
different nations which makes the business viable.
 The concern is related with security as well as safety which is rising and therefore Four
Seasons Hotel is taking necessary measures for ensuring workforce and customer base
from different types of disaster.
 Apart from this, diversity plays important role within Four Seasons Hotel as it renders
opportunity for enhancing interaction with tourists from various castes, religion, cultures,
etc.
CONCLUSION
It can be concluded that hospitality sector contributes within evolution of nation.
Furthermore, Pestle analysis illustrates macro environmental factors which can be either
favourable or unfavourable for individual organisation. Swot implies that entities focus on
innovation and faces threat due to existence of rival firms.
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REFERENCES
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the tourism industry: An empirical study. International Journal of Tourism
Research.17(3). pp.249-260.
García-Villaverde, P. M., and. et. al., 2017. Determinants of radical innovation in clustered firms
of the hospitality and tourism industry. International Journal of Hospitality
Management.61. pp.45-58.
Kotler, P., and. et. al., 2017. Marketing for hospitality and tourism.
Schuckert, M., Liu, X. and Law, R., 2015. Hospitality and tourism online reviews: Recent trends
and future directions. Journal of Travel & Tourism Marketing.32(5). pp.608-621.
Singal, M., 2015. How is the hospitality and tourism industry different? An empirical test of
some structural characteristics. International Journal of Hospitality Management.47.
pp.116-119.
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