Report on the Contemporary Hospitality Industry: Starwood Hotels
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This report provides a comprehensive analysis of the contemporary hospitality industry, with a specific focus on Starwood Hotels. It begins with an overview of the industry, its various sectors, and its contribution to local, national, and international economies. The report delves into the functional and operational departments within Starwood Hotels, including the interrelationships between them, and presents an organizational chart. It then examines the employment roles within the operational departments, such as front office manager, housekeeping supervisor, executive chef, and food and beverage manager, outlining the required skills for each role. Furthermore, the report identifies and reviews the skill gaps and shortages prevalent in these roles and analyzes their impact on the hospitality business. Finally, it proposes potential solutions to address these skill gaps, providing valuable insights for industry professionals and students alike. The report leverages information to understand the roles, responsibilities and challenges in the hospitality industry.
CONTEMPORARY
HOSPITALITY INDUSTRY
HOSPITALITY INDUSTRY
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Table of Contents
INTRODUCTION...........................................................................................................................1
1.The exploration of hospitality industry and its sectors, the types of businesses that operates
within it. Along with it, the diversity of products and services which they offer. - (Covered in
Poster).....................................................................................................................................1
2.How hospitality industry contributes to local, national and international economy - (Covered
in Poster).................................................................................................................................1
3.How the use of franchising and licensing agreements and the evaluation of global growth
have influence the development of hospitality industry and have contributed to its economic
worth - (Covered in Poster)....................................................................................................1
1. Examination of different functional and operational departments within Starwood hotels.
The organisational chart to explain the interrelationships within these departments.............1
Operational departments of a Hotel..............................................................................1
Functional departments of a Hotel................................................................................2
Interrelationships between functional and operational departments: ...........................3
2. The examination of employment roles found in the organisations operational department of
Starwood Hotels and the skills required for these roles.........................................................3
3. Review and the skills gaps and shortages in these roles....................................................5
4. How these skill gaps impact the hospitality business and how can they be resolved........6
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8
INTRODUCTION...........................................................................................................................1
1.The exploration of hospitality industry and its sectors, the types of businesses that operates
within it. Along with it, the diversity of products and services which they offer. - (Covered in
Poster).....................................................................................................................................1
2.How hospitality industry contributes to local, national and international economy - (Covered
in Poster).................................................................................................................................1
3.How the use of franchising and licensing agreements and the evaluation of global growth
have influence the development of hospitality industry and have contributed to its economic
worth - (Covered in Poster)....................................................................................................1
1. Examination of different functional and operational departments within Starwood hotels.
The organisational chart to explain the interrelationships within these departments.............1
Operational departments of a Hotel..............................................................................1
Functional departments of a Hotel................................................................................2
Interrelationships between functional and operational departments: ...........................3
2. The examination of employment roles found in the organisations operational department of
Starwood Hotels and the skills required for these roles.........................................................3
3. Review and the skills gaps and shortages in these roles....................................................5
4. How these skill gaps impact the hospitality business and how can they be resolved........6
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8
INTRODUCTION
Today, hospitality industry is one of the rapidly growing industry worldwide. The
industry is serving people from all around the world. Hospitality accommodates various different
sectors into it including food and beverage, accommodation, entertainment industry etc. The
industry has seen tremendous growth in recent past when people are choosing to travel more and
spend more time in leisure activities. As being an intern of a three or five star hotel, the below
prepared report determines the importance of hospitality industry in context of Starwood group
of hotels. Also, it explores its different sectors and information about its different functional and
operational and departments. The examination of different employee roles within Starwood
hotels. The skills gaps which hospitality industry is facing and what can be done to resolve these
skills gaps.
1.The exploration of hospitality industry and its sectors, the types of businesses that operates
within it. Along with it, the diversity of products and services which they offer. - (Covered
in Poster)
2.How hospitality industry contributes to local, national and international economy - (Covered in
Poster)
3.How the use of franchising and licensing agreements and the evaluation of global growth have
influence the development of hospitality industry and have contributed to its economic
worth - (Covered in Poster)
1. Examination of different functional and operational departments within Starwood hotels. The
organisational chart to explain the interrelationships within these departments.
Operational departments of a Hotel
11 Housekeeping department: The housekeeping department of a hotel deals with the
cleaning and management of guest rooms in Starwood hotels. It ensures that each and
1
Today, hospitality industry is one of the rapidly growing industry worldwide. The
industry is serving people from all around the world. Hospitality accommodates various different
sectors into it including food and beverage, accommodation, entertainment industry etc. The
industry has seen tremendous growth in recent past when people are choosing to travel more and
spend more time in leisure activities. As being an intern of a three or five star hotel, the below
prepared report determines the importance of hospitality industry in context of Starwood group
of hotels. Also, it explores its different sectors and information about its different functional and
operational and departments. The examination of different employee roles within Starwood
hotels. The skills gaps which hospitality industry is facing and what can be done to resolve these
skills gaps.
1.The exploration of hospitality industry and its sectors, the types of businesses that operates
within it. Along with it, the diversity of products and services which they offer. - (Covered
in Poster)
2.How hospitality industry contributes to local, national and international economy - (Covered in
Poster)
3.How the use of franchising and licensing agreements and the evaluation of global growth have
influence the development of hospitality industry and have contributed to its economic
worth - (Covered in Poster)
1. Examination of different functional and operational departments within Starwood hotels. The
organisational chart to explain the interrelationships within these departments.
Operational departments of a Hotel
11 Housekeeping department: The housekeeping department of a hotel deals with the
cleaning and management of guest rooms in Starwood hotels. It ensures that each and
1
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every place is clean and tidy and is up-to the hotels standards.(Bontis, Janošević and
Dženopoljac, 2015)
11 Food and beverage service: The food and beverage department of Starwood deals with
serving the guests with food and beverages. The department takes responsibility of
everything that comes under the provision of food and beverages within an organisation.
11 Kitchen: The kitchen of Starwood hotels deals with the preparation of food for the guests
and taking care of everything from receiving and preparing the food.
11 Front office: The front office department of a Starwood deals with all the activities that
are associated with reservations, arrivals and departures of the guests. Also, it ensures
effective communication with the guests.
Functional departments of a Hotel
11 Sales and Marketing: The marketing team is responsible for promotion of the Starwood
hotels with the help of necessary advertising, promotion techniques, social media, content
marketing etc..(Manning, 2018)
11 Human Resources: The human resource team ensures the recruitment of skilled and
competent staff for Starwood hotels. Along with it, it also pays salaries, provides bonuses
to the employees and takes an effective part in everything that relates to the overall
organisation.
11 Accounting and Finance: The finance and accounting department of Starwood hotels
helps in managing the organisations overall accounting and financing. It tracks expenses
and revenues which helps the organisation to observe its gains and losses.
11 Purchase and Store: The purchase department of Starwood ensures regular purchasing
of resources or items that are required in hotel and stores department ensures regular
storing required for the commodities used in various operations.
11 Security and engineering: Security and engineering of Starwood ensures the security of
the overall organisation including the guests as well. Along with it, the engineering
department ensures repairing and maintaining of electrical equipments, the checking of
air conditioner, water and supply.
2
Dženopoljac, 2015)
11 Food and beverage service: The food and beverage department of Starwood deals with
serving the guests with food and beverages. The department takes responsibility of
everything that comes under the provision of food and beverages within an organisation.
11 Kitchen: The kitchen of Starwood hotels deals with the preparation of food for the guests
and taking care of everything from receiving and preparing the food.
11 Front office: The front office department of a Starwood deals with all the activities that
are associated with reservations, arrivals and departures of the guests. Also, it ensures
effective communication with the guests.
Functional departments of a Hotel
11 Sales and Marketing: The marketing team is responsible for promotion of the Starwood
hotels with the help of necessary advertising, promotion techniques, social media, content
marketing etc..(Manning, 2018)
11 Human Resources: The human resource team ensures the recruitment of skilled and
competent staff for Starwood hotels. Along with it, it also pays salaries, provides bonuses
to the employees and takes an effective part in everything that relates to the overall
organisation.
11 Accounting and Finance: The finance and accounting department of Starwood hotels
helps in managing the organisations overall accounting and financing. It tracks expenses
and revenues which helps the organisation to observe its gains and losses.
11 Purchase and Store: The purchase department of Starwood ensures regular purchasing
of resources or items that are required in hotel and stores department ensures regular
storing required for the commodities used in various operations.
11 Security and engineering: Security and engineering of Starwood ensures the security of
the overall organisation including the guests as well. Along with it, the engineering
department ensures repairing and maintaining of electrical equipments, the checking of
air conditioner, water and supply.
2
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Interrelationships between functional and operational departments:
1. Housekeeping and Sales: The housekeeping department needs to be working in
cooperation with sales and marketing,
2. Food and beverage and Accounting: It is important for the food and beverage
department of the hotel to maintain its cooperation with accounting to manage its
accounts related to the selling and buying of food and beverages.
3. Kitchen and Purchase: The purchase department ensures the regular purchasing of
commodities for Kitchen such as vegetables, items required in preparation of the food,
etc. Kitchen provides the list of items as per their budget and requirement and asks the
purchase department to provide them with the same. The purchase department later buys
these items from their vendors and later after approval of the head chef the item get
assigned to the kitchen team. (Bontis, Janošević and Dženopoljac, 2015)
4. Front office and Human Resources: The human resource with the cooperation of front
office ensures the security of the employees of Starwood hotels. Along with it, it
coordinates with front office with regard to various activities such as guest informations,
guest security, employee database etc. Also, it asks the candidates to front office to
screen job candidates. The HR department provides salaries to front office employees.
(Peters and Kallmuenzer, 2018)
3
1. Housekeeping and Sales: The housekeeping department needs to be working in
cooperation with sales and marketing,
2. Food and beverage and Accounting: It is important for the food and beverage
department of the hotel to maintain its cooperation with accounting to manage its
accounts related to the selling and buying of food and beverages.
3. Kitchen and Purchase: The purchase department ensures the regular purchasing of
commodities for Kitchen such as vegetables, items required in preparation of the food,
etc. Kitchen provides the list of items as per their budget and requirement and asks the
purchase department to provide them with the same. The purchase department later buys
these items from their vendors and later after approval of the head chef the item get
assigned to the kitchen team. (Bontis, Janošević and Dženopoljac, 2015)
4. Front office and Human Resources: The human resource with the cooperation of front
office ensures the security of the employees of Starwood hotels. Along with it, it
coordinates with front office with regard to various activities such as guest informations,
guest security, employee database etc. Also, it asks the candidates to front office to
screen job candidates. The HR department provides salaries to front office employees.
(Peters and Kallmuenzer, 2018)
3
Source: (Organisationa chart of a hotel, 2013)
2. The examination of employment roles found in the organisations operational department of
Starwood Hotels and the skills required for these roles
Below listed are the employment roles found in the operational department of Starwood
Hotels and the skills required for these roles:
1. Front office manager (Front office department): The front office manager is
responsible for the overall management of front office department. The manager reports
directly to the general manager of a hotel. The employees within the department who
reports to the front office manager are Reservation manager, night manager, concierge,
the chief operator, front desk clerk etc. The skills that a front office manager have is
4
2. The examination of employment roles found in the organisations operational department of
Starwood Hotels and the skills required for these roles
Below listed are the employment roles found in the operational department of Starwood
Hotels and the skills required for these roles:
1. Front office manager (Front office department): The front office manager is
responsible for the overall management of front office department. The manager reports
directly to the general manager of a hotel. The employees within the department who
reports to the front office manager are Reservation manager, night manager, concierge,
the chief operator, front desk clerk etc. The skills that a front office manager have is
4
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better communication skills, diplomacy, firm leadership skills, ability to perform under
pressurised situations, also the front office manager must be highly motivated. The
responsibilities of a front office manager are scheduling and supervising the staff,
training the employees and evaluating job performances, maintaining the master key etc.
(Dimitropoulos, 2018)
2. Housekeeping supervisor (Housekeeping department): The housekeeping supervisor
is responsible to oversee the various duties performed by the departmental employees
such as cleaning the guest rooms, ensuring proper cleaning in public and private areas.
Taking care of the guests requirements etc. The skills of a housekeeping manager
include, a good housekeeping experience, good observation skills, detail orientation
strong written and verbal skills. The managers day to day tasks includes providing
training to his employees, giving instruction to them, better management of times and
schedules, better management of supplies and equipments, customer service, and helping
its employees in their duties.
3. Executive Chef (Kitchen): The executive chef is responsible for leading and managing
the kitchen team, resolving problems, coordinating with cooks and their activities etc.
The executive chef is the head chef and is also responsible for preparation of the menu.
The skills of an executive include excellent cooking skills, a good experience in
managing a kitchen, working around high temperatures, knowledge of different cuisines
and how they get prepared in their origins etc. A good executive chef will manage and
execute the kitchen while being responsible for the activities of his fellow team members.
The chef will teach and train his chefs and would make them aware about the dishes of
the menu.(Ryan, 2015)
4. Food and Beverage Manager (Food and Beverage department): The food and
beverage manager of Starwood hotels is responsible for various activities such as
managing its team operations, taking care of the guests which are being served in the
restaurants, taking feedback from them about the food, and ensuring the quality of food
is as required. The skills of an food and beverage manager include being detail oriented,
leadership, effective management, problem solving etc. The manager should know about
the current trends of the hospitality industry. The manager's skills must ensure effective
5
pressurised situations, also the front office manager must be highly motivated. The
responsibilities of a front office manager are scheduling and supervising the staff,
training the employees and evaluating job performances, maintaining the master key etc.
(Dimitropoulos, 2018)
2. Housekeeping supervisor (Housekeeping department): The housekeeping supervisor
is responsible to oversee the various duties performed by the departmental employees
such as cleaning the guest rooms, ensuring proper cleaning in public and private areas.
Taking care of the guests requirements etc. The skills of a housekeeping manager
include, a good housekeeping experience, good observation skills, detail orientation
strong written and verbal skills. The managers day to day tasks includes providing
training to his employees, giving instruction to them, better management of times and
schedules, better management of supplies and equipments, customer service, and helping
its employees in their duties.
3. Executive Chef (Kitchen): The executive chef is responsible for leading and managing
the kitchen team, resolving problems, coordinating with cooks and their activities etc.
The executive chef is the head chef and is also responsible for preparation of the menu.
The skills of an executive include excellent cooking skills, a good experience in
managing a kitchen, working around high temperatures, knowledge of different cuisines
and how they get prepared in their origins etc. A good executive chef will manage and
execute the kitchen while being responsible for the activities of his fellow team members.
The chef will teach and train his chefs and would make them aware about the dishes of
the menu.(Ryan, 2015)
4. Food and Beverage Manager (Food and Beverage department): The food and
beverage manager of Starwood hotels is responsible for various activities such as
managing its team operations, taking care of the guests which are being served in the
restaurants, taking feedback from them about the food, and ensuring the quality of food
is as required. The skills of an food and beverage manager include being detail oriented,
leadership, effective management, problem solving etc. The manager should know about
the current trends of the hospitality industry. The manager's skills must ensure effective
5
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team management and leadership within the department. Also, the manager needs to be
have good communication skills that represents his organisation.
5. Front office Assistant manager(Front office department): The assistant front office
manager is responsible to supervise the front office team and ensures that his team
members are well-informed and prepared to provide the guests with the required quality
service. The front office assistant manager skills include good communication skills,
humility, knowing about different cultures, their peoples etc. The manager must be able
to communicate effectively with the guests and front office team to ensure best results.
The assistant front office manager reports directly to the front office manager and asks
him before taking any necessary actions.
3. Review and the skills gaps and shortages in these roles
Below mentioned are the skills gaps and shortages in these roles:
1. Front office manager(Front office department): The skill gaps which today can be
seen in a front office manager of Starwood or any other organisation is that they are not
good at effectively managing their team and having good leadership skills. This proves as
a hurdle for any organisation when a leader or a manager of the organisation suffers from
not having good leadership skills. This overall effect the organisation's capability and its
objectives are threatened. It is important for an organisation like Starwood to choose its
managers well otherwise it can impact the overall organisation's reputation.(Law, Buhalis
and Cobanoglu, 2014)
2. Housekeeping Supervisor(Housekeeping Department): The skill gaps which today can
be observed in many housekeeping supervisors is that they do not have good
communication skills. This impacts the communication of a supervisor with its
employees along with it, it effects the overall reputation of the organisation. In any case,
if the supervisor is failed to deliver the service asked by the guests than it might lead to a
bad or negative impact of the overall department and organisation and would lead the
guest to choose any other property next time.
3. Executive Chef(Kitchen): The executive chef skill gaps include having less knowledge
about his department and not having effective management skills. This gap makes the
overall department suffer also if the chef is not having a good knowledge about food than
6
have good communication skills that represents his organisation.
5. Front office Assistant manager(Front office department): The assistant front office
manager is responsible to supervise the front office team and ensures that his team
members are well-informed and prepared to provide the guests with the required quality
service. The front office assistant manager skills include good communication skills,
humility, knowing about different cultures, their peoples etc. The manager must be able
to communicate effectively with the guests and front office team to ensure best results.
The assistant front office manager reports directly to the front office manager and asks
him before taking any necessary actions.
3. Review and the skills gaps and shortages in these roles
Below mentioned are the skills gaps and shortages in these roles:
1. Front office manager(Front office department): The skill gaps which today can be
seen in a front office manager of Starwood or any other organisation is that they are not
good at effectively managing their team and having good leadership skills. This proves as
a hurdle for any organisation when a leader or a manager of the organisation suffers from
not having good leadership skills. This overall effect the organisation's capability and its
objectives are threatened. It is important for an organisation like Starwood to choose its
managers well otherwise it can impact the overall organisation's reputation.(Law, Buhalis
and Cobanoglu, 2014)
2. Housekeeping Supervisor(Housekeeping Department): The skill gaps which today can
be observed in many housekeeping supervisors is that they do not have good
communication skills. This impacts the communication of a supervisor with its
employees along with it, it effects the overall reputation of the organisation. In any case,
if the supervisor is failed to deliver the service asked by the guests than it might lead to a
bad or negative impact of the overall department and organisation and would lead the
guest to choose any other property next time.
3. Executive Chef(Kitchen): The executive chef skill gaps include having less knowledge
about his department and not having effective management skills. This gap makes the
overall department suffer also if the chef is not having a good knowledge about food than
6
it is challenging for him to serve the guests with their best interests. This challenges the
organisation reputation if the guests do not like the food than they would might choose
some other hotel the next time for their stay. It is necessary for the organisation to ensure
having the executive chef which is good at management and his skills are best as per the
requirements.(Moreo, Green, and O'Halloran, 2018)
4. Food and Beverage manager(Food and Beverage): The food and beverage manager in
Starwood lacks skills to create better strategies which makes the department as well as
the organisation suffer. If a manager does not have enough potential to create better
strategies, then the organisation might need to suffer. Strategies are important when the
department needs to rectify a situation that is causing them troubles in smooth flow in
operations. If problems are not solved, they might cause troubles that makes operations
functioning slow. This is where it becomes important to have a manager who is able to
make strategies well.
5. Front office assistant manager(Front office department): The front office department
acts as a department that plays a vital role in managing and assisting the guests. Also it
ensures a good management that supports the overall organisation. The assistant front
office manager in organisations today lack good management skills. If a manager lacks
this skill than it might prove itself as a failure for him and the organisation. It is important
for front office or the front office manager to choose its assistant manager well to ensure
better management and overall organisation's growth.
4. How these skill gaps impact the hospitality business and how can they be resolved
The above mentioned skill gaps impact the hospitality business in many ways. It
decreases the value of an organisation and can impacts its profits and reputation. The
organisation can face various challenges and factors that makes its growth suffer if it is not
having the right skilled employees. Various challenges and issues will appear again and again
even if few of them are solved.(Jones, Hillier and Comfort, 2017) It is important to take care of
these issues well and to take necessary measures if issues related to employees performances
appear. If managers of an organisation do not have proper skills to identify the situations and act
accordingly then it is going to be difficult for any other person to identify that situation as well.
Every organisation have to be careful while choosing its managers and making sure that there
7
organisation reputation if the guests do not like the food than they would might choose
some other hotel the next time for their stay. It is necessary for the organisation to ensure
having the executive chef which is good at management and his skills are best as per the
requirements.(Moreo, Green, and O'Halloran, 2018)
4. Food and Beverage manager(Food and Beverage): The food and beverage manager in
Starwood lacks skills to create better strategies which makes the department as well as
the organisation suffer. If a manager does not have enough potential to create better
strategies, then the organisation might need to suffer. Strategies are important when the
department needs to rectify a situation that is causing them troubles in smooth flow in
operations. If problems are not solved, they might cause troubles that makes operations
functioning slow. This is where it becomes important to have a manager who is able to
make strategies well.
5. Front office assistant manager(Front office department): The front office department
acts as a department that plays a vital role in managing and assisting the guests. Also it
ensures a good management that supports the overall organisation. The assistant front
office manager in organisations today lack good management skills. If a manager lacks
this skill than it might prove itself as a failure for him and the organisation. It is important
for front office or the front office manager to choose its assistant manager well to ensure
better management and overall organisation's growth.
4. How these skill gaps impact the hospitality business and how can they be resolved
The above mentioned skill gaps impact the hospitality business in many ways. It
decreases the value of an organisation and can impacts its profits and reputation. The
organisation can face various challenges and factors that makes its growth suffer if it is not
having the right skilled employees. Various challenges and issues will appear again and again
even if few of them are solved.(Jones, Hillier and Comfort, 2017) It is important to take care of
these issues well and to take necessary measures if issues related to employees performances
appear. If managers of an organisation do not have proper skills to identify the situations and act
accordingly then it is going to be difficult for any other person to identify that situation as well.
Every organisation have to be careful while choosing its managers and making sure that there
7
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employees are working as needed. The head of the departments needs to ensure that they are
receiving proper reports from their employees and if not than they require need to follow the
instructions and strategies that would make them do so. Every employee has to make itself aware
about working of the organisation otherwise it might lead to the department's downfall.(Knani,
2014) In a hotel, if any one of these core departments fails to deliver the service then it would
impact the overall organisation and the company has to suffer from losses such as the guests are
choosing their competitors instead of them, or they are providing bad feedbacks and the
organisation is going to lose its word of mouth in the market.
To resolve these issues related to the skill gaps, the organisation needs to ensure while
selecting their employees that they are having the all skills that are required to perform the job
roles in an effective way. Just ensuring is not enough, it is important to judge them with
providing them practical situations where these people have to deal with the situations in hand
and have to find a solution in the given time. Also, the interviews should be held by the
experienced personnel from the organisations to effectively analyse the employee's knowledge
and understanding of the department. It is necessary for the organisation to recruit employees
which are skilled and efficient to run its overall operations smooth. (Prebensen, Chen and Uysal,
2018)
CONCLUSION
The above report explores the importance of hospitality industry. What changes the industry is
facing and what trends are effecting the industry and its overall business. Also, it Also, it
explores its different sectors and information about its different functional and operational
departments. The examinations of different employee roles within the context of Starwood
hotels. The skills gaps which hospitality industry is facing and what can be done to resolve these
employee skills gaps.
8
receiving proper reports from their employees and if not than they require need to follow the
instructions and strategies that would make them do so. Every employee has to make itself aware
about working of the organisation otherwise it might lead to the department's downfall.(Knani,
2014) In a hotel, if any one of these core departments fails to deliver the service then it would
impact the overall organisation and the company has to suffer from losses such as the guests are
choosing their competitors instead of them, or they are providing bad feedbacks and the
organisation is going to lose its word of mouth in the market.
To resolve these issues related to the skill gaps, the organisation needs to ensure while
selecting their employees that they are having the all skills that are required to perform the job
roles in an effective way. Just ensuring is not enough, it is important to judge them with
providing them practical situations where these people have to deal with the situations in hand
and have to find a solution in the given time. Also, the interviews should be held by the
experienced personnel from the organisations to effectively analyse the employee's knowledge
and understanding of the department. It is necessary for the organisation to recruit employees
which are skilled and efficient to run its overall operations smooth. (Prebensen, Chen and Uysal,
2018)
CONCLUSION
The above report explores the importance of hospitality industry. What changes the industry is
facing and what trends are effecting the industry and its overall business. Also, it Also, it
explores its different sectors and information about its different functional and operational
departments. The examinations of different employee roles within the context of Starwood
hotels. The skills gaps which hospitality industry is facing and what can be done to resolve these
employee skills gaps.
8
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REFERENCES
Books and Journals
Prebensen, N.K., Chen, J.S. and Uysal, M. eds., 2018. Creating experience value in tourism.
Cabi.
Knani, M., 2014. Ethics in the hospitality industry: Review and research agenda. International
Journal of Business and Management. 9(3).p.1.
Jones, P., Hillier, D. and Comfort, D., 2017. The sustainable development goals and the tourism
and hospitality industry. Athens Journal of Tourism. 4(1).pp.126-144.
Moreo, A., Green, A.J. and O'Halloran, R., 2018. What certifications are important in the
hospitality industry?. Journal of Human Resources in Hospitality &
Tourism. 17(1).pp.121-135.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management.27(3).pp.340-361.
Law, R., Buhalis, D. and Cobanoglu, C., 2014. Progress on information and communication
technologies in hospitality and tourism. International Journal of Contemporary
Hospitality Management.26(5).pp.727-750.
Manning, L., 2018. The value of food safety culture to the hospitality industry. Worldwide
Hospitality and Tourism Themes, (just-accepted).pp.00-00.
9
Books and Journals
Prebensen, N.K., Chen, J.S. and Uysal, M. eds., 2018. Creating experience value in tourism.
Cabi.
Knani, M., 2014. Ethics in the hospitality industry: Review and research agenda. International
Journal of Business and Management. 9(3).p.1.
Jones, P., Hillier, D. and Comfort, D., 2017. The sustainable development goals and the tourism
and hospitality industry. Athens Journal of Tourism. 4(1).pp.126-144.
Moreo, A., Green, A.J. and O'Halloran, R., 2018. What certifications are important in the
hospitality industry?. Journal of Human Resources in Hospitality &
Tourism. 17(1).pp.121-135.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management.27(3).pp.340-361.
Law, R., Buhalis, D. and Cobanoglu, C., 2014. Progress on information and communication
technologies in hospitality and tourism. International Journal of Contemporary
Hospitality Management.26(5).pp.727-750.
Manning, L., 2018. The value of food safety culture to the hospitality industry. Worldwide
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<http://www.businessdictionary.com/definition/organizational-structure.html>
10
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