Hilton Hotel: Skills Gap Analysis in Operational Departments Report

This report provides an in-depth analysis of the contemporary hospitality industry, focusing on Hilton Hotel's operational departments and the critical issue of skills gaps. The report begins by outlining the diverse sectors within the hospitality industry, including food and beverage, travel and tourism, lodging, and recreation, and identifies the various products and services offered by companies like Hilton. It then evaluates the significant contributions of the hospitality sector to local, national, and global economies, highlighting its role in job creation and revenue generation. The study further examines the impact of global growth, franchising, and licensing agreements on the hospitality sector, particularly in the context of Hilton Hotel's expansion strategies. A detailed examination of Hilton Hotel's operational and functional departments is provided, including front office, housekeeping, human resources, security, food and beverage, and accounting. The report identifies key employment roles within these departments and analyzes the skills gaps and shortages that affect business performance, such as ineffective communication skills in the front office and a lack of knowledge in human resources. The report suggests various methods for identifying skills gaps, including KPIs, employee assessments, 360 reviews, observation, and benchmarking. Finally, the report discusses the impact of these skills gaps on the hospitality business and the need for targeted training and development to improve employee performance and customer satisfaction.

The contemporary hospitality
industry and the assessment title
is; Hotel Chain Recruitment for
skill

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
1. Different sectors in hospitality industry and identifying the diverse products offered by
companies. ..................................................................................................................................1
2. Evaluating the way hospitality sector contributes to local, national and global economy. ....2
3. An evaluation of way global growth and utilisation of Franchising as well as licensing
agreement has influence on hospitality sector............................................................................3
Lo 2 .................................................................................................................................................3
1. An examination of different operational as well as functional department in Hilton Hotel 3
2. Employment roles in operational departments of hospitality sectors ...................................4
3. Skills gap as well as shortages in such roles...........................................................................5
4. Analysing the way skills gaps which has effect on hospitality business................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality is considered to be as a broad category of fields in the service sector. The
various activities which are performed by business entities in hospitality sector involves event
planning, lodging etc. The hospitality sector in United Kingdom is growing at very rapid rate.
Companies operating in hospitality sector is mainly concerned with providing the satisfaction to
customers. It is required by firm to have focus on hiring talented as well as skilled workers.
Function of enterprises in hospitality sector is to provide food, accommodation services to
people.
Report have focus on exploring the different sectors in hospitality industry. It also
emphasizes on identifying the different products or services offered by companies in hospitality
sector such as Hilton Hotel. Study will also include the evaluation of the way global growth, use
of franchising influence growth of hospitality sector.
LO 1
1. Different sectors in hospitality industry and identifying the diverse products offered by
companies.
Companies in hospitality industry has planned to form partnership with the other
organisations in different sectors. Purpose for which such strategic partnership between two
companies belonging to different industry is to provide the customers with quality as well as
timely services. The hospitality sector is very big and consists of different segments these are :
Food and beverages: It is considered to be the biggest segment of hospitality sector.
Food and beverage segment comprises business which are basically engaged in preparing meals,
beverages and snacks for quick consumption by clients. Food and beverages is one of the
services offered by Hilton hotel (Bratton and Watson, 2018.). Business entity have focus on
providing good experience to customers by delivering them good quality of food and services.
Catering business, Hilton hotel also provides food as well as catering services for special
occasions.
Travel and tourism: It involves the transportation facilities which is provided to tourist
for enabling them to move from one place to other. Hilton hotel also provides cab , taxis
facilities to its guest for enabling them to visits different tourist destinations.
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Lodging : It involves the accommodation facilities. In context of Hilton hotel, business
entity offers different accommodation facilities such as resorts, villas etc. according to the budget
of customers.
Recreations : These facilities are provided by Hilton hotel for catering to the needs as
well as demands of people travelling for the purpose of relaxation as well as enjoyment.
Entertainment business provide shows such as theatre or movie. In addition to this, other
entertainment activities provided by Hilton hotel are sports and gaming, night clubs, bars etc.
2. Evaluating the way hospitality sector contributes to local, national and global economy.
Hospitality sector is growing at very rapid rate. This is a sector which is making
significant contribution in domestic, national as well as development of international economy.
Hospitality industry contributes to economic growth of domestic country in direct as well as
indirect manner. Hospitality sector has played a significant role in generation of employment in
the nation. It has provided government with additional source of income. The hospitality sector
generates revenue for local economies directly when tourists spend money in hotels, restaurants
and entertainment venues (Nadda, Rafiq and Tyagi, 2017). The hospitality sector make indirect
contribution to Gdp also , as tourists purchase retail goods, pharmacy items and locally made
souvenirs and crafts which help other business in increasing their profitability and sales. This
sector has made contribution in generation of seventy millions job at national level.
As per the report of world economic situation 2012, in hospitality sector presently has
made approx. 10.4 percent to Global GDP. Hospitality sector has generated job approx. 313
million globally.
3. An evaluation of way global growth and utilisation of Franchising as well as licensing
agreement has influence on hospitality sector
Franchising is considered to be as most essential part of hospitality sector. It includes a
contract between the franchisor and the franchisee which include the term as well as conditions.
The franchising supports organisations in strengthening it's supply chain which is very much
essential in order to provide timely services to customers. Licensing has supported Hilton hotel
in smooth running of business. Both licensing and franchising strategy has assisted Hilton hotel
in promoting goods or services. In addition to this, It has provided Hilton hotel access to varying
types of business arrangements (Presbitero, 2017). Licensing as well as franchising strategy has
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provided firm an ease in expanding business. Hilton hotel has form merger with other
supporting industry which has enabled business entity to provide additional services as well as
facilities to customers. It has helped an organisation in increasing sales as well as profitability.
Changes in economic condition of the nation has direct as well as significant influence on the
financial performance of company (Otis and Wu, 2018). Franchising strategy has supported
Hilton hotel in dealing with financial crisis. Both licensing and franchising strategy has enabled
enterprise to cater the need of routine business operations. In context of Hilton Hotel, business
entity management as well as franchises division consists of 4,419 hotels with 691,887 rooms. It
has enabled firm to deliver products or services to wide number of customers.
LO 2
1. An examination of different operational as well as functional department in Hilton Hotel
Hilton hotel is five start as well as Multinational company. An organisation consists of
different functional units these are :
 Front office department : The role of employees in this functional units is to welcome
customers, provide them information about services as well as products , provide them
room keys etc. There is direct relationship between house keeping as well as front office
department. As front office department provide information to house keeping department
about the services which customer wants.
 House keeping :Employees in this functional unit is mainly responsible for ensuring that
all the rooms as well as public spaces are clean. There is strong relationship between
house keeping department and cleaning staff. They instruct cleaning staff to clean
rooms for guest.
 Human resource : Function of human resource department is to recruit talented and
skilled workers. In addition to this, it is the duty of human resource manager to ensure
transparency as well as openness in communication. There is strong relationship
between human resource department and other functional units. It is the duty of human
resource manager in an organisation analyse the job vacancies in different functional
units and recruit employees. Role of human resource manager is to facilitate effective
coordination between different departments within an organisation. This department also
work closely with accounting department in order to process the salaries of workers.
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 Security department : Role of this function unit to ensure the safety as well as security
of guests. In addition to this , They area also responsible for securing the actual
premises, and the property of the Hotel itself. There is interrelationship between security
department as well as room divisions. Employees in room division inform security
department about the unusual things related to room such short circuits etc. It is the duty
of security team to take quick actions.
 Food and beverage department : To plan as well as prepare menu and food for guests.
This function have direct relationship with production as well as customer service
department. Customer service department inform food beverage department about the
taste as well as preference of guest related to food.
 Accounting department : this functional unit is responsible for recording the routine
business transactions. Employees in this department is also responsible for preparing and
maintaining annual financial reports. Accounting department is interrelated with all the
other functional units in an enterprise. This department collects the information about the
requirement of funds by other divisions and prepare budget for them.
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Illustration 1: Organisational structure of Hilton Hotel

2. Employment roles in operational departments of hospitality sectors
There are various operational department in Hilton Hotel and employees need to develop
different skills in order to complete their task in appropriate manner. Manger in Hilton hotel has
the responsibility to ensure that all business operations are performed according to the set
standards as well as within budget. Front office department: Employees working in front office department in Hotel
industry need to have good communication skills as well as pleasing personality. These
skills are required to be develop by workers, as they are people with whom customer
meet first. Employees way of communication can have both positive and negative effect
on customers. Human resource department : Workers in this department need to have depth
knowledge about the field as well as law and practices related to the human resource
management. Workers assigned with this role need to have support behaviour as well as
management skills. Marketing department : Employees engaged in marketing field in hotel industry need to
posses good communication skills and required to have high influencing power. As these
abilities will assist them in positively influencing people to buy particular product or
services (Xiang, Du, Ma, and Fan, 2017). In addition to this, workers should have
understanding of different markets, different marketing mediums, etc.
 Accounts department: Employees in Hilton hotel assigned with the accounting work
need to have depth knowledge about the accounting practices. It is important for an
individual to haver depth knowledge about accounting practices. They should have maths
skills.
3. Skills gap as well as shortages in such roles.
In context of Hilton hotel, The companies is facing the issues of poor guest satisfaction.
This problem is faced by Hilton hotel due to the lack of skills in employees assigned with
operational activities. It is required by human resource manager in an organisation to conduct
skill gap analysis as this will assist management in identifying the type of training required by
workers in an enterprise (Bolton, Laaser and Duncan, 2018.). There are various approaches or
techniques which can be utilised by manager in Hilton hotel are for analysing the skill gap are :
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Key performance indicator :It is considered to be as an appropriate approach in context of
determining career progression and designing reward system.
 Employees assessment: Test as well as quizzes can be conducted in order to judge skills
as well as knowledge of employees.
 360 review: Continuous feedback is considered to be as other best approach for
identifying skills gap. Manager in Hilton hotel should give continuous feedback or
instruction to staff.
 Observation : It is considered to be as an appropriate approach for identifying the issue
which has effect on business performance. Manager in Hilton Hotel need to observe the
behaviour as well as performance of front office department.
 Benchmarking : This is considered to be as best approach for identifying skills gap. This
technique helps management in identifying the top performers.
In context of Hilton hotel, workers in Front office department does not have effective
communication skills. In addition to this, employees in human resource management does not
have knowledge about laws. Marketing team in an enterprise does not have knowledge about
market .
4. Analysing the way skills gaps which has effect on hospitality business
Lack of an effective communication skills by front office department has lead to the loss
of customers. As human resource department in Hilton hotel is unaware about the laws related
to human resource management due to which an enterprise have to face legal issues which
further have negative effect on business performance of Hilton hotel. Marketing team in Hilton
hotel does not have knowledge about market and neither they have sales skills which has lead to
the decline in sales of an organisation (Ariza-Montes, Arjona-Fuentes and Law, 2017). In
addition to this, workers working in accounting department does not have knowledge about the
accounting practices due to which company is facing issues in financial management.
CONCLUSION
It has been concluded from the report that hotel industry is contributing a lot towards
economic development of nation. Study has also concluded that hospitality sector is very big
and there are different business which can be established. It has been concluded from the
assignment that lack of skills by employees can have negative effect on business performance.
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Management in Hilton hotel is provided with suggestion to make investment on training
as well as human resource development, as this will assist an organisation in improving business
performance.
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REFERENCES
Books and Journals
Bolton, S.C., Laaser, K., McGuire, D. and Duncan, A., 2018. A neglected pool of labour?
Frontline service work and hotel recruitment in Glasgow. European Management Review.
Presbitero, A., 2017. How do changes in human resource management practices influence
employee engagement? A longitudinal study in a hotel chain in the Philippines. Journal
of Human Resources in Hospitality & Tourism. 16(1). pp.56-70.
Bratton, J. and Watson, S., 2018. Talent management, emotional labour and the role of line
managers in the Scottish hospitality industry: A roundtable discussion. Worldwide
Hospitality and Tourism Themes. 10(1). pp.57-68.
Nadda, V., Rafiq, Z. and Tyagi, P., 2017. Effectiveness and Challenges of Recruitment process
outsourcing (RPO) in the Indian Hotel Sector. International Journal of Academic
Research in Business and Social Sciences.7(2); pp.218-236.
Otis, E. and Wu, T., 2018. The Deficient Worker: Skills, Identity, and Inequality in Service `
Employment. Sociological Perspectives. pp.0731121418766899.
Xiang, Z., Du, Q., Ma, Y. and Fan, W., 2017. A comparative analysis of major online review
platforms: Implications for social media analytics in hospitality and tourism. Tourism
Management. 58. pp.51-65.
Ariza-Montes, A., Arjona-Fuentes, J.M., Han, H. and Law, R., 2017. Employee responsibility
and basic human values in the hospitality sector. International Journal of Hospitality
Management. 62. pp.78-87.
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