Contemporary Hospitality Industry: Howard Johnson Hotel Report

This report provides a comprehensive analysis of the contemporary hospitality industry, with a specific focus on the Howard Johnson Hotel. It begins with an introduction that highlights the industry's economic significance and the diverse range of businesses operating within it, such as restaurants, events, clubs/bars, and travel and tourism. The report then delves into the operational and functional departments of the Howard Johnson Hotel, detailing the roles of departments like housekeeping, food production, marketing, and HR. The analysis extends to the contribution of the hospitality industry to international, national, and local economies, emphasizing its role in job creation and revenue generation. The report also examines the operational roles within the hospitality sector, such as housekeeping and front desk services, and identifies the necessary skills for employees, including technical proficiency, teamwork, communication, and problem-solving abilities. The report is based on research and analysis of the hotel's operations and its place in the wider industry. PPT content is also included.

Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Explanation of different types of businesses in hospitality industry................................1
P2. Operational and functional departments of Howard Johnson Hotel................................2
P3. Contribution of hospitality industry in international, national and local economies.......3
TASK 2............................................................................................................................................4
P4. Demonstration of various operational roles of hospitality sector....................................4
P5. Skills that are necessary for performing roles within hospitality sector..........................5
TASK 3 &TASK 4...........................................................................................................................6
Covered in PPT.......................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Today, hospitality industry contributes a major proportion in development of country’s
economy. A number of companies with different-different sector operates business in this
industry, such as hotels, airlines, travel and more (Ye, Lyu and He, 2019). They provide essential
services to travellers in enhancing their tourism experience, that ultimately aid hotels in
increasing their customer base. Being a huge employment creator, this sector gives a range of job
opportunities as well, like event planners, managers and beyond. Considering this importance of
hospitality sector, an investigation is done under present report on Howard Johnson Hotel,
which offers a number of facilities and luxurious services, to its guests to achieve their level of
expectations. To gain an insight within wider business environment of this sector, size, scale and
scope of hospitality industry is explored, in this report. Along with this, a review is done on
internal and external factors which impact on respective hotel, including current issues faced by
it through SWOT and PESTLE analysis. Furthermore, key discussion is also made on current
and potential trends which affects this sector in brief.
TASK 1
P1. Explanation of different types of businesses in hospitality industry
Hospitality industry is changing with rapid scale and many types of businesses have been
taken place within the sector which explains the way of new opportunities. Enterprises choose
different types of businesses in this industry depending on their decisions and other suitable
measures (Altinay and Taheri, 2019). These are heterogeneous in nature functions operations and
other activities. Also, with the changing demand and requirements of customers this sector has
been rising at faster rate. It is important to have knowledge about such businesses so that
residence can be made in more effective manner which will also lead to higher profit and
income. So, the different types of businesses are discussed below-
Restaurant- This is a kind of a business in which food as well as beverages and other
entertainment activities are being provided to the end users. In relation with the Howard Johnson,
to deal with their competitors, rivals and increase their customer ratio as well as market growth it
is important for them to deliver quality of amenities to the customers (Porcu and et. al., 2019).
Also, by focusing on the restaurant meaning it will help them to engage existing and new
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customers towards services. Most of the customers chooses restaurant for their relaxation and
comfort services.
Events - Hospitality industry involving with the changing time period and also same as their
activities and operations. Many hotel industries use this business when they have a customer
requirement such as wedding business meetings functions and many more (Jones and Wynn,
2019). Further, to retain their customer, the hotel industry provides entertainment services such
as music festival, concerts etc. In context to the chosen enterprise, they can use this opportunity
for enhancing and creating brand awareness by organising such types of services. Events are the
best options as indirectly they help hotels in in making goodwill of the brand at larger scale.
Clubs/ Bars- Further comes the clubs and bars which are also being used as a business
within the hospitality sector to entertain their customers by providing them such facilities. To
initiate this business, huge amount of capital and sources are required but it is the most trending
and emerging business unit which is being used by many hotels (Boella and Goss-Turner, 2019).
In relevance with selected entity, by going with this business plan they can easily give total
satisfaction to the customers apart from the room or other amenities. Thus, it is a profitable
option for hotel industries as they can advertise as well as promote their product and other
services too. Through investing in this business option, it will help Howard Johnson to be
competitive amongst market and rivals.
Travel and tourism: It refers to most crucial as well as important business unit of hospitality
industry, which offer travelling related services. It includes transit through various routes like
railways, ships, flight and more (Fu and et. al., 2020). From travelling to entire services, which
helps in enhancing tourism in a country, provides the maximum contribution in increasing
economy.
After a brief analysis of above matter it has been seen that hospital industry has ample
number of options to expand their business as well as increase the profit and sales volume (Ma,
Zhang and Wang, 2020). It is the responsibility of the manager to make ensure that all the new
and updated changes are being examined with appropriate way. So, before choosing the types of
business it is also essential to understand needs and changing demands of customers.
P2. Operational and functional departments of Howard Johnson Hotel
In maximising the customer satisfaction within hospitality industry, hotels mainly concern
on getting best performance from two of its major departments viz. operational and functional
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ones. The both departments perform different-different role but work on same purpose, i.e. to
enhance productivity and efficiency business, to meet client satisfaction. In context with Howard
Johnson Hotel, it has a convenient location in London, with minutes off from Highway 401,
within a walking distance of various restaurants and nearby market. It offers a completely smoke
free and eco-friendly ambience to its guests, with Wi-Fi services and each room is equipped with
refrigerator and microwave facilities (Anning-Dorson and Nyamekye, 2020). So, these services
aid in enhancing customer services and retaining loyal ones, for longer period. For this
assistance, a number of operational and functional services that helps management of respective
hotel, in meeting demand of its customers on time as well as maintaining the competitive image
at marketplace, are examined as below –
Operational Department of Howard Johnson Hotel
Housekeeping department – It is one of the important departments of present hotel that
impacts on its guest experience directly. It helps in keeping rooms, ambience, lobbies, restrooms,
and hallways, including all other areas more clean, safe and ready to use (Anning-Dorson and
Nyamekye, 2020). In this department, housekeepers perform a number of duties, begin with deep
cleaning of rooms to pristine the same for new customers, after leaving first one, with
maintenance of high standards in cleanliness.
Food production department – It is also known as kitchen department, which is
responsible mainly for actual preparation of the food and beverages. Under this department, main
focus is given on preparing a wide variety of items on the basis of different continental themes,
that meet customer satisfaction more easily (Altinay and Taheri, 2019). This department mainly
ensure that overall process of cooking must be taken place within a hygienic environment, by
following the food safety rules strict and appropriate manner.
Functional Department of Howard Johnson Hotel
Marketing department – This functional department of Howard Johnson Hotel engages
mainly in building its competitive image, by identifying rivalry strategies in attracting and
retaining targeted audience, so that better strategies can be development (Boella and Goss-
Turner, 2019). It also focuses on promoting business as well as increasing accessibility of this
hotel among travellers at wide level, so that customer base can be increased.
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HR department – It helps in developing competencies of hotel staff, by hiring eligible
workers who have knowledge of different languages; provide appropriate training to both
existing and new workforce; make staff able to deal with customers’ requirement on time etc.
P3. Contribution of hospitality industry in international, national and local economies
It has been evaluated that hospitality industry has grown more quickly and successfully than
others, in today’s competitive environment of business (Ye, Lyu and He, 2019). In UK, this
sector has contributed its major role not only in increasing aggregate demand, by spending more
on meeting customer demand, but also creating millions of job to both skilled and less-skilled
people of this nation. After the downturn of 2008, this sector has grown rapidly with creation of
more than 500,000 jobs to local people over the next five years. In Britain, hospitality sector
holds the fourth largest employer, that accounts over 3.2 million direct jobs with 2.8 million
approx. indirect jobs, as per data received from Ignite Economics that are commissioned by
British Hospitality Association (Hospitality’s contribution to UK economy outpacing other
sectors, 2017).
Along with this, Labour productivity within this sector also growing continuously, where to
understand demand of local and international customers, more focus is given on grabbing
knowledge of different languages by associated people, so that better interactions can be made
(Altinay and Taheri, 2019). Hospitality and tourism has brought over £73 billion to national
economy in 2016, with £161 billion as indirect £15 billion as direct via exports. So, all these
facts and figures state that hospitality industry including hotels by providing a number of
amenities, help in enhancing tourism, that ultimately leads to develop more economy at local,
national and global level.
TASK 2
P4. Demonstration of various operational roles of hospitality sector
Operational department of hotels perform major roles and responsibilities, in enhancing
guest experience and increasing their retention for longer period (Anning-Dorson and
Nyamekye, 2020). While staying at hotels, people mainly concern on cleanliness and personal
hygiene, rather giving priority to other amenities. Therefore, management of Howard Johnson
Hotels always ensure that its operational department performs its best role, for meeting its
customer demand. Some of the major roles that perform by this division are explained as below –
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Housekeeping – It is one the fundamental operating roles in which staff of this hotel,
engages mainly in cleanliness and preparing rooms for guests, before their check-in and after
check-out in proper manner (Ma, Zhang and Wang, 2020). In this regard, for enhancing guest
experience, present hotel offers fitness centre services, refrigerator and microwave facilities in
each room for personal hygiene concerned customers, comfortable and pet-friendly ambience
with the clean surroundings.
Front desk facilities: It is another important function of operational department, where
front office staff members make first interaction with guests. They are responsible to ensure that
customers are welcomed in professional and friendly manner, with quickly providing them
booking and check-in, check-out services within less waiting time (Boella and Goss-Turner,
2019). The staff in this department also deal with complaints or feedback (if any) of its guests, as
well as meet their requirements on time. For this assistance, managers of Howard Hotels also
ensure that each and every employee must be properly trained to make positive and healthy
interaction with consumers in their own language, that increases productivity of them as well.
P5. Skills that are necessary for performing roles within hospitality sector
Success of hospitality sector depends on the customer’s satisfaction and this is the main why
it is essential for enterprises to offer its customers special services. For this purpose, it is very
essential for entities to have skilled workers with unique capabilities and innovative skills so they
can serve customers (Porcu and et. al., 2019). In this way, present firm i.e. Howard Johnson
Hotel can satisfy and retain them for long time period which is very important to sustain in
market for long time period. Some of the basic skills that should be in the employees working in
hospitality sector are as follows:
Technical skill: This skill refers to the technical capability of an individual. In today’s
digitalized world technology is used everywhere so in order to work with the technology and to
respond to the requirements of customers it is very important for an employee to have some
technical knowledge (Jones and Wynn, 2019). Chosen organization offer various training and
development activities to their employees so they can easily work with updated technology.
Team working skill: Working of teams always remain beneficial for organizations as this
not only help in utilize resources but also help in provide a better experience to their customers.
managers of present hotels encourage employees to work in teams and groups to work better so
company can better satisfy the needs of its customers.
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Customer handling skill: This is one of the basic and most essential skill that should be
present in the individuals, who are working within hospitality industry. In context of present
organization, managers offer various opportunities and training to employees to develop their
skills, to easily deal with the different requirements of customers (Altinay and Taheri, 2019). All
this process further, help in building and maintaining the good relations among associated
people.
TASK 3 &TASK 4
Covered in PPT
CONCLUSION
It has been summarised from entire discussion on role and contribution of hospitality
industry in economy development, that with increasing facilities and number of customer
services, it has become one of the fastest growing industries in UK and other countries.
Companies that deal in this sector, especially hotels perform crucial role in enhancing travelling
experience of local and global customers, by providing high accommodations and both luxurious
as well as affordable services to them.
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REFERENCES
Books and Journals
Anning-Dorson, T. and Nyamekye, M. B., 2020. Be flexible: turning innovativeness into
competitive advantage in hospitality firms. International Journal of Contemporary
Hospitality Management.
Fu, S. and et. al., 2020. Designing Collaboration Process Facilitation in Hotel Management
Teams to Improve Collaboration Performance. International Journal of Hospitality
Management, 88, p.102527.
Ma, S., Zhang, C. and Wang, Y., 2020. From service engagement to product purchase: cross-
buying behavior in hospitality contexts. International Journal of Contemporary
Hospitality Management.
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Jones, P. and Wynn, M. G., 2019. The circular economy, natural capital and resilience in tourism
and hospitality. International Journal of Contemporary Hospitality Management.
Porcu, L. and et. al., 2019. Analyzing the influence of firm-wide integrated marketing
communication on market performance in the hospitality industry. International Journal
of Hospitality Management, 80, pp.13-24.
Altinay, L. and Taheri, B., 2019. Emerging themes and theories in the sharing economy: a
critical note for hospitality and tourism. International Journal of Contemporary
Hospitality Management.
Ye, Y., Lyu, Y. and He, Y., 2019. Servant leadership and proactive customer service
performance. International Journal of Contemporary Hospitality Management.
Online
Hospitality’s contribution to UK economy outpacing other sectors. 2017. [Online] Available
Through:< https://www.travelweekly.co.uk/articles/282542/hospitalitys-contribution-to-
uk-economy-outpacing-other-sectors>.
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