Comprehensive Analysis of the Contemporary Hospitality Industry Report

This report provides a detailed analysis of the contemporary hospitality industry, focusing on Marriott International as a case study. It explores various aspects of the industry, including different types of businesses like accommodation, food and beverage, and entertainment, and examines their operational and functional departments such as front office, housekeeping, sales, and marketing. The report discusses the hospitality industry's significant contribution to local, national, and international economies, highlighting the impact of franchising and licensing agreements on global development. It also investigates a range of operational roles within the industry, the required skills, and existing skills gaps, offering potential solutions to address these challenges. The report covers topics like economic growth, franchising, licensing development, and their impact on the economic worth of the hospitality industry.

The contemporary
hospitality industry:

Table of Contents
INTRODUCTION:..........................................................................................................................1
LO 1 & LO 2:..................................................................................................................................2
1: explore a number of the different types of the business within the hospitality industry and
diverse product and service that they offer.................................................................................2
2: examine the range of the operational and functional department within the chosen
hospitality business ....................................................................................................................2
3: discuss the contribution of the hospitality industry to local, national and international
economic ....................................................................................................................................2
4: review the interrelationships of the operational and functional units within the chosen
hospitality busies.........................................................................................................................2
5: assess how the use of the franchising and licensing agreements has influenced the global
development of the hospitality industry......................................................................................2
6: Analyse how the global growth, franchising and licensing development have contribute to
the economic worth of the hospitality industry...........................................................................2
7: investigate a range of the different operational roles within the hospitality industry............2
8: examine the skills required for the roles within the hospitality industry and current skills
shortage ......................................................................................................................................2
9: review the skills gaps within the hospitality industry in relation to the rang of the different
operational roles .........................................................................................................................2
10: analyse the impact that skills gaps have on the hospitality businesses and make the valid
solution for addressing these skills gaps.....................................................................................2
LO 3 :...............................................................................................................................................2
(Covered in PPT:.........................................................................................................................2
LO 4:................................................................................................................................................2
( Covered in PPT ) :....................................................................................................................2
conclusion :......................................................................................................................................2
References: ......................................................................................................................................2

INTRODUCTION:
The hospitality industry refers to the one of the biggest growing sector in the market place where
all the essential and important service are provided to the customer present at various location. It
also provide the different kinds of the facilitates such as accommodation , transportation and
food and beverage to the customer which enhance the operational business of the organisation.
Under this report, the Marriott international operates under this hospitality sector and having
various branch in different location and serve the customer and earn the desire profits and are
planning to enlarge their business concern at the Asia market . Further , examine the different
kinds of the operation function and internal as well as external factors.
LO 1 & LO 2:
1: explore a number of the different types of the business within the hospitality industry and
diverse product and service that they offer.
Within the hospitality industry, different forms of the business are available which helps the
organisation to expand their activates at the different location. These business can be carried out
in the form of service such as accommodation, food and drinks and various corporate and events
management . It also involves the hotels and fast food restaurant who provide the different
service to its customer. Some of the business in the hospitality sector are as stated as below:
accommodation: it is effective business at the market as luxury hotels and various another
organisation to provide the accommodation to the customer and earn the profits margin in the
market . It also offer the logging and stay room service to the customer with the another
important service.(Pawlicz,and Napierala, 2017.)
Food and beverage : it is one of the profitable business in the hospitality sector, as customer
gets different kinds of the food cuisine and beverage which helps them to expand their business
at the international market place. The service such as quick and fast restaurant,catering and
chain restaurant to the customer so that they can grow their business.
Entertainment: it is also important enterprise in the service industry as customer are attached
towards such kinds of the service as it include the fun and enjoyable activities which enhance
their travelling experience. Service any to provided to the in the form of online as well as offline
where customer can assess freely.
1

The travelling business is also effected in the market place which helps the customer to one place
to another place. It also holds the main domain section in the hospitality industry .
Their are different kinds of the business which are needed in the hospitality industry to carry out
the effective results and achieve the larger market size so that they can increase the profits in the
long run.
2: examine the range of the operational and functional department within the chosen hospitality
business .
In the Marriott management level there are various kinds of the functional and operational
department which helps in performing the task in the most effective and productivity manners . I
operational department:(Williams, and Horodnic, , 2017)
front office: here the customer can get the information about the service which are offered by
the organisation. It is reception where the customer can contact where the organisation worker
and collect the information about the facilities which are being offered by them .
Housekeeping: under this part, all the management process are taken into consideration so that
best service are given to the customer . It involves making proper cleanliness of the area of the
organisation so that customer are satisfied with the service provided to them. In the context of
the Marriott organisation the hire the effective staff which perform their task in the better ways
to achieve the goals.
Security : the organisation focus on providing the security to its customer so that they feel safe
and secure in the premises and their belongingness are also save in the hotel.
Functional department :
sale and marketing : here the promotion of the business is done so that customer are aware
about the organisation goals. This function helps in having more business for the organisation
in the long run and achieve the desire level of profits in the market place.
Accounting department : the manager of the organisation have to maintain the effective and
proper account information so that all the function are performed in the most effective and
profitable manners.
Human resource : to work in the proper manner , the organisation needs effective number of the
employees who can execute the task in the most productivity and within the set time period. The
manger also provide them effective training to improve their work in the given team members.
2

These operational as well as functional department are needed to be maintained in the most
effective manner which leads to achieve the desire level of profits in the long run.
3: discuss the contribution of the hospitality industry to local, national and international
economic .
As the hospitality sector, is concerned he growing and expanding market and contribute to the
growth of the economic which leads to growth in the gross domestic product . This industry
operates at the national and international , region where the organisation can serve the customer
and achieve their goals and objective. Here are different sub-section which involves the good
restaurant and luxury hotel that helps in contributing the expansion of the economic. It is find
out that around 700 to 800 million are tourist people who travel from place to another place a
and contribute to development of the hospitality industry. At the local level there are various
organisation such as McDonald’s , brand restaurant which add value to growth of the nation.
The hospitality sector have a huge contribution in the local , national and international market so
its create more job opportunities as well as various service facilitates which helps in achieving
the target market place and earn the desire level of profits in the shortest time period.
4: review the interrelationships of the operational and functional units within the chosen
hospitality busies.
There are various kinds of the function which are carried out in the management level of the
organisation so that they are able serve the customer with the effective facilitates. Various roles
are performed by the employees to complete the task in proper manners. Some of the roles with
are needed in the Marriott organisation are stated as below:\
Role of housekeeping: the worker are responsible to clean the premise in proper manner and
clean all the area to maintain the personal hygiene of the organisation and for the customer.
Role of the manager : he is person who is liable to manage all the function and department in
the proper manner so that effective results can be see in the management level of the
organization . It also helps in making the good strategic for the growth of the organisation in the
long run.
Role of the front office : here the employees have to provide the all the information of the
organisation to the customer so that work can be finished in proper manners. \(. Hu,., 2018)
3

Role of the security : here the organisation tries to protect the property and hotel tools and save
the customer things so that client thinks that they are save at the hotel.
Their are various different roles which needs to be carried out in the hospitality sector to provide
the effective service to its customer to achieve the profits in the market place and effective brand
image to achieve to earn the market place.
5: assess how the use of the franchising and licensing agreements has influenced the global
development of the hospitality industry
In the hospitality section, the franchising helps the organisation to operate at different location
by coming in the contract with the third party. And licensing agreements is also another method
to work at the interactional market place as these tool helps the company to operate at the global
market place which leads to increase the profits margin in the market place. The hospitality
industry have grown in the large extend by having franchising mode of caring out the bushiness
and capture the market in the shortest time period. The franchising is concerned as the most
profitable means to perform the task and activates and earn the profit. These methods helps the
organisation to expand their business and operational task at the various location at the time and
attract more customer from the market place towards their goods and service (Jaakkola,, 2018.)
to capture the market at the global market place where the organisation uses the franchising and
licensing agreements which helps them perform the task in the better uses and achieve the desire
profits in the long run.
6: Analyse how the global growth, franchising and licensing development have contribute to the
economic worth of the hospitality industry.
The hospitality and service section, are able to capture the global market by having effective
franchising which provide the way to reach out the customer by allowing the anthrax
organisation to conduct their business in the market place and earn the desire level of the profits
margin and growth in the economic as whole. And licensing mode also add value to the growth
of the economic as more business is generated in the market place. In the relation to the
Marriott organisation, they have various branches at the international market place which helps
them to expand and growth their business that leads to the growth of the economic . The
customer are also benefits from the such kinds of modes they are able to satisfied their needs
and wants . The organisation are able to strong brand image in the target market place .
4

(Tseng,., 2017) with the help of franchising and licensing has helps the economic to earn the
more profits in the market place and create more opportunities where the economic is getting
better with new and advance service which helps them to serve the market in the effective and
profitable manners.
7: investigate a range of the different operational roles within the hospitality industry.
With the references of the Marriott organisation , the worker plays various kinds of the
operational roles which helps the organisation serve better and with good quality of the good so
that customer stay longer with the organisation.
General manager : as per this role, the manager make sure that all the function are performed in
the most profitable manners so that organisation can accomplished their objective in the most
profitable manners.(.Lin, 2017)
HR manager: here the human resource management are taken into the consideration where the
requirement of the employees are measured and hiring nd selection process starts and are
provided with the training and development programs where they are able to learn new things.
Housekeeping: here the employees have to perform the task such as cleanness , providing timely
services and giving facilities on the demand . Here the customer basic needs are provided so that
enjoy their time and visit again to such organisation.
There are different roles which helps the organisation to complete the task in the most and
effective manner so that all the task are performed as the plan and customer are served in the
well so that they stay loyal of the long time.
8: examine the skills required for the roles within the hospitality industry and current skills
shortage :
To get the success in the hospitality sector, the employees need to have various skills which
leads to better performance at the team and in the market . The employees who have such skills
are able to complete the task in the most profitable and have more client in the market place. In
5

the relation to the Marriott organisation , following skills needs to in the employees to perform
better .
Problem solving skills: it is essential skills which needs to be in the good employees which
helps them to solve the critical problem of the customer and provide them the effective and good
service.
Communication skills : with the strong communication skills , the employee are able to
handle the different kinds of the customer and the manager needs to know various Language so
that they can understand the demand of the customer and offer the service they are looking
forwards in the organisation.
Multi tasking skills: here the employee must be able to manager the various kinds of the task at
the time which helps the company to achieve the outcomes in the most profitable manners.
Management skills : the manager have this skills which leads to better performance of the
organisation in the long run. All the worker are working in the common direction and focus on
achieving the organisation objective.
The manager and leader needs to be more effective in its skills and capabilities which helps
them to achieve the desire profits and increase their market share by creating the goodwill in the
market .
9: review the skills gaps within the hospitality industry in relation to the rang of the different
operational roles .
The skills gaps is seen in the organisation department where the operational activities are
carried out . In the hospitality division the organisation have various roles which needs to be
performed in the proper manners so the target results can be take out by the organisation. Lack
of effective knowledge , communicate skills which affect the operational task of the organisation
in the market place. (Zhang, 2018_. the skills gaps helps the organisation to understand the need
to improve and achieve the desire level of outcomes in the most profitable manners. They need
to examine the area which needs to be improved to achieve the desire outcomes as per the plan.
6

10: analyse the impact that skills gaps have on the hospitality businesses and make the valid
solution for addressing these skills gaps.
The organisation has to face the various issues and problem which occur due to lacking of the
effective skills and harm the performance of the organisation in the market place. The customer
belong to the different location knowing the different language which delay the outcomes at the
work place . Another problem is not able to manager the all the function in the proper ways and
leads to damage the work of the organisation. The best solution to give the employees more
training course where the employee are able to learn how to perform better in the organi8sation.
The organisation needs to conduct the training and development programs which helps them to
achieve the desire performance of the organisation. The organisation need to hire the employee
who have skills to perform the work in the proper manners in the management level.
LO 3 :
(Covered in PPT:
LO 4:
( Covered in PPT ) :
Conclusion :
According to the above study, it can be stated that hospitality industry refers to the profitable
and measurable growth sector in the market place. There are various role which are performed at
the different level of the organisation to serve the customer in the most effective manner and
able to make the goodwill in the market place. The organisation also conduct the swot and pestle
which shows how the hospitality sector have grow in the market so that investor can invest in
the business which are to be carried out in the international market place.
7

References:
\
Afsar, B., Shahjehan, A. and Shah, S.I., 2018. Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry.International Journal of Contemporary Hospitality Management.
Ali, F., Rasoolimanesh, S.M., Sarstedt, M., Ringle, C.M. and Ryu, K., 2018. An assessment of
the use of partial least squares structural equation modeling (PLS-SEM) in hospitality
researchInternational Journal of Contemporary Hospitality Management.
Altin, M., Koseoglu, M.A., Yu, X. and Riasi, A., 2018. Performance measurement and
management research in the hospitality and tourism industry.International Journal of
Contemporary Hospitality Management.
Amin, M., Aldakhil, A.M., Wu, C., Rezaei, S. and Cobanoglu, C., 2017. The structural
relationship between TQM, employee satisfaction and hotel performance. International Journal
of Contemporary Hospitality Management.
8

Bouzari, M. and Karatepe, O.M., 2017. Test of a mediation model of psychological capital
among hotel salespeople.International Journal of Contemporary Hospitality Management.
Golubovskaya, M., Robinson, R.N. and Solnet, D., 2017. The meaning of hospitality: do
employees understand?.International Journal of Contemporary Hospitality Management.
Horng, J.S., Liu, C.H.S., Chou, S.F., Tsai, C.Y. and Hu, D.C., 2018. Developing a sustainable
service innovation framework for the hospitality industry.nternational Journal of Contemporary
Hospitality Management.
Kandampully, J., Zhang, T.C. and Jaakkola, E., 2018. Customer experience management in
hospitality.International Journal of Contemporary Hospitality Management.
Kuo, C.M., Chen, L.C. and Tseng, C.Y., 2017. Investigating an innovative service with
hospitality robots.nternational Journal of Contemporary Hospitality Management.
Li, X., Ma, E. and Qu, H., 2017. Knowledge mapping of hospitality research− A visual analysis
using CiteSpace.International Journal of Hospitality Management,0, pp.77-93.
Liang, T.L., Chang, H.F., Ko, M.H. and Lin, C.W., 2017. Transformational leadership and
employee voices in the hospitality industry.International Journal of Contemporary Hospitality
Management.
Lugosi, P. and Jameson, S., 2017. Challenges in hospitality management education: Perspectives
from the United Kingdom.ournal of Hospitality and Tourism Management,1, pp.163-172.
Madera, J.M., Dawson, M., Guchait, P. and Belarmino, A.M., 2017. Strategic human resources
management research in hospitality and tourism.International Journal of Contemporary
Hospitality Management.
Martin-Rios, C., Pougnet, S. and Nogareda, A.M., 2017. Teaching HRM in contemporary
hospitality management: a case study drawing on HR analytics and big data analysis.Journal of
teaching in travel & tourism,17(1), pp.34-54.
Murphy, K., Torres, E., Ingram, W. and Hutchinson, J., 2018. A review of high performance
work practices (HPWPs) literature and recommendations for future research in the hospitality
industry.nternational Journal of Contemporary Hospitality Management.
Pawlicz, A. and Napierala, T., 2017. The determinants of hotel room rates: an analysis of the
hotel industry in Warsaw, PolanInternational Journal of Contemporary Hospitality
Management.
9

Williams, C.C. and Horodnic, I.A., 2017. Regulating the sharing economy to prevent the growth
of the informal sector in the hospitality industry.nternational Journal of Contemporary
Hospitality Management.
Kim, M.S. and Koo, D.W., 2017. Linking LMX, engagement, innovative behavior, and job
performance in hotel employees. International Journal of Contemporary Hospitality
Management.
Diffley, S., McCole, P. and Carvajal-Trujillo, E., 2018. Examining social customer relationship
management among Irish hotels. International Journal of Contemporary Hospitality
Management.
Van Niekerk, M., 2017. Contemporary issues in events, festivals and destination
management. International Journal of Contemporary Hospitality Management.
Sun, S., Fong, D.K.C., Law, R. and He, S., 2017. An updated comprehensive review of
website evaluation studies in hospitality and tourism. International Journal of Contemporary
Hospitality Management.
Birinci, H., Berezina, K. and Cobanoglu, C., 2018. Comparing customer perceptions of hotel
and peer-to-peer accommodation advantages and disadvantages. International Journal of
Contemporary Hospitality Management.
Hsu, F.S., Liu, Y.A. and Tsaur, S.H., 2019. The impact of workplace bullying on hotel
employees’ well-being. International Journal of Contemporary Hospitality Management.
Pham, N.T., Tučková, Z. and Jabbour, C.J.C., 2019. Greening the hospitality industry: How do
green human resource management practices influence organizational citizenship behavior
in hotels? A mixed-methods study. Tourism Management, 72, pp.386-399.
(Pawlicz,and Napierala, 2017.)
(Williams, and Horodnic, , 2017)
10