Hospitality Industry: Information Sources, Practices, and Analysis

This report provides a comprehensive overview of the hospitality industry, encompassing various aspects such as information sources, ethical conduct, and technological advancements. It explores diverse sources for industry details, including websites and personal observations, covering areas like food safety, workplace relations, and consumer protection. The report outlines basic requirements for relevant legislation, describes services provided by different businesses, and details the responsibilities of various hotel departments. It further delves into career possibilities within departments like the kitchen and housekeeping, offering suggestions for environmental practices and attributes required for hospitality sector jobs. The report highlights modern technology applications, examples of ethical conduct, and current industry concerns. Interrelations between the hospitality, tourism, and winery industries are examined. The report also addresses the purpose of equal employment opportunity and anti-discrimination legislation, quality assurance, and the role of hospitality awards and unions. Finally, the report includes an analysis of the Naja Group of Colleges, offering recommendations for improvements in workplace ethics, competition strategies, and technology adoption.

Source and use
information on the
hospitality industry

Table of Contents
UNIT 1.............................................................................................................................................1
Question 1....................................................................................................................................1
Question 2....................................................................................................................................1
Question 3....................................................................................................................................1
Question 4....................................................................................................................................2
Question 5....................................................................................................................................2
Question 6....................................................................................................................................3
Question 7....................................................................................................................................3
Question 8....................................................................................................................................3
Question 9....................................................................................................................................3
Question 10..................................................................................................................................4
Question 11..................................................................................................................................5
Question 12..................................................................................................................................5
Question 13..................................................................................................................................5
Question 14..................................................................................................................................6
Question 15..................................................................................................................................6
Question 16..................................................................................................................................6
Question 17..................................................................................................................................7
Question 18..................................................................................................................................7
UNIT 2.............................................................................................................................................7
Part 1: Source Information...........................................................................................................7
Part 2: Make recommendations...................................................................................................8
Part 5: Opportunities to update knowledge..................................................................................8
REFERENCES..............................................................................................................................10

UNIT 1
Question 1
Following are different sources from which details of hospitality industry could be
gathered with the example of the information:
Source Information
Hospitalitynet.org Customer service tips which are specifically designed for hotels.
Hotel-online.com The most relevant and latest trends, news, services and products in
the hotel industry at global level.
HospitalityUpgrade.com Information regarding latest technology hardware and software
solution in the market.
Hotelmarketing.com The latest and top trending articles about hotel industry.
Media Details about latest changes in the market.
Personal observation and
experience
New restaurants in the local area.
Question 2
From the below table the sources for gathering information for different areas could be
understood:
Areas Source
Liquor (RSA) Website of Health.gov.au
Health and Safety Website of FDA, Barfblog, The Acheson Group blog
etc.
Food Safety Food safety news, magazines, Marler blog etc.
Workplace relations Meetings at work and employer or industry association
Consumer protection, duty of care Australian Competition and Consumer Commission
(ACCC)
Worker’s compensation Safe work Australia
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Privacy Office of the Privacy Commissioner
Equal opportunity, anti discrimination Website: www.business.gov.au
Question 3
Basic requirements for all the legislation are as follows:
Legislation Basic requirement
Responsible service of alcohol (RSA) Organisation should take this license to sale liquor.
Food Safety Food sellers should comply with it to make sure that
healthy food is offered to customers.
Responsible conduct of gaming (RCG) The venue staff and licensees are responsible for all the
events while operating gaming machine.
Community Protection The families should ensure that they are having
information about sex offenders who may harm their
child (Claveria, Monte and Torra, 2015).
Question 4
All the services which are provided by different business are covered in following table:
Businesses Services
Pub Selling wine, spirits, meals and snacks (Kandampully, Zhang and
Bilgihan, 2015).
Hotel Food, room, restaurant, reception guests, security etc.
Resort Swimming pool, gym, spa, steam room, bar, wellness centre etc.
Coffee shop Relaxed atmosphere, snacks etc.
Restaurant Plate, Cart, Plater, Buffet, family style services etc.
Bed and breakfast Catering, sanitisation services etc.
Hospital Laboratory, Xray, emergency room, general or speciality surgical
services etc.
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Fast food restaurants Offering god quality food, showing attentiveness towards
customers, understanding their needs etc.
Question 5
Responsibilities of different departments in a hotel could be understood with the help of
following table:
Department Responsibilities
Housekeeping Keep the rooms and hotel clean and maintain hygiene.
Front office Resolve all the queries of clients and answer all their questions.
Kitchen Make food according to specifications and clients with proper hygiene.
Food and beverages Deliver the food ordered by the visitors to their rooms (Kim, Vogt and
Knutson, 2015).
Functions Make sure that all the operational activities of hotel are performed
appropropriately.
Question 6
The career possibilities in different departments are as follows:
Kitchen: Executive chef, Cooks, Head Chef, Kitchen Porter, Dishwasher etc.
Housekeeping: Casual housekeeper, Cleaner, Rooms attendant, Executive housekeeper,
Supervisor etc.
Question 7
Description of a relevant department with job roles and duties is as follows:
The department which is relevant to the career is Kitchen the three job roles with their
duties are covered in below table:
Job role Duties
Executive Chef Planning menu, guiding staff, designing new and innovative recipes etc.
Dishwasher Preparing dining area, ensuring that the dishes are properly clean etc.
Cook Cooking food according to specification of clients, making sure availability
of food items in the kitchen (Kim and Kim, 2014).
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Question 8
Suggestions for good environmental practices in hospitality industry are as follows:
 Encouraging the customers to be green.
 Installing such technologies which are focused with energy saving.
 Adopting the concept of balcony garden.
 Saving water.
Question 9
All the attributes which are required for people looking job in hospitality sector:
 Teamwork
 Listening skills
 Communication
 Commitment
 Leadership
 Flexibility
Question 10
Examples of modern technology used in hospitality departments with their applications
are discussed below table:
Department Examples for technology used
Kitchen  Air fryer which is used to make food with less oil for health
conscious customers.
 Pancake Bot which can make customised pancakes for customers
according to their demand.
Food and beverage  Touchscreen food vendor which is used by customers to
customise their food according to their requirement by
themselves (Liu and Pennington-Gray, 2015).
 Webcam enable monitoring which is used by Chefs to guide the
cooks to cook food whether they are in same city or not.
Housekeeping  Robot cleaners who are used in hotels to clean the room in less
time.
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 Screen time which is software which is used by housekeeping
manager to be updated about checking in and out timings of
guests to maintain cleanliness in rooms (Technology in
housekeeping department, 2019).
Front office  Robot attendants who are used to reduce the work load of front
office staff.
 Automation is used to streamline the luggage handling and valet
parking (Melián-González and Bulchand-Gidumal, 2016).
Stock management  Real time data capture technology is used to keep detailed and
accurate information of inventory.
 RFID stock tagging and tracking is used for better process
planning.
Project management  Mobile communication is used to always be in touch and make
sure that all the project related activities are performed properly
or not.
 Digital conference technology is used to be connected with top
management whether they are in another country.
Sales and marketing  Social media marketing is a new technique in which hotels try to
market their services in the targeted market.
 Voice search technology is also used on the websites of hotels so
that customers can get answers for all their queries before
booking a hotel (Šerić, Gil-Saura and Ruiz-Molina, 2014).
Question 11
Examples of ethical conduct in the workplace are as follows:
 Respecting all the staff members who are working within the organisation.
 Ignore discrimination at workplace on the basis of gender, race, nationality, language etc.
 Recognising and honouring all the policies which are formed for business execution.
Question 12
Current issues of concern to the hospitality industry with their impacts are as follows:
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 Shortage of skilled workforce: This issues is affecting operational efficiency of
Hospitality sector organisations.
 Continuous changes in technology: Due to this issue the business entities in Hospitality
industry are facing problems of lack of customer engagement because it is not possible to
make changes in organisational policies again and again (Slåtten and Mehmetoglu, 2015).
Question 13
Examples of interrelation between different industries are as follows:
There are three main industries which are interrelated with each other. These are
Wineries, tourism, hotels, restaurants and resorts etc. For example if an individual is planning to
go out for a trip then a tourism sector organisation will be consulted for bookings. Here the
individual may also ask to book the hotel because if a new place is visited by a person then the
place for stay is required which is a hotel or resort. Wineries is also related with these sector
because while visiting a new country an individual may also want to have wine or alcohol in the
evening to enjoy it.
Question 14
If an individual attended a major trade show then following information could be shared
with collogues which are beneficial for customers:
Information Benefit
New ways of operating business It will help to provide higher level of satisfaction to clients.
Attractive food arrangements With the help of it clients will be able to enjoy their meals.
Innovative room decor It can help customers to enjoy their special moments and
spend quality time.
Latest trends This information will be beneficial for clients to get those
services which are required by them.
Question 15
Purpose of Equal Employment Opportunity: It aims to promote right of equal
opportunity for all the employees so that possibility of victimisation, sexual harassment etc.
could be eliminated.
6

Purpose of anti discrimination legislation: This law is designed to protect all the
employees against all the types of discriminations such as gender, race etc. taking place at
workplace.
Examples of unlawful discrimination practices in the workplace:
 The common discrimination at workplace which takes place due to race, colour and
nationality.
 The discrimination which is based upon gender is also considered as unlawful.
 If an organization is discriminating on the basis of intellectual, mental and psychiatric
disability then it will be a unlawful discrimination practice (Solnet, Kralj and Baum,
2015).
Question 16
Quality assurance, its purpose and impact upon business: It is a manner of making
sure that the product or service which is offer to a customer is having good quality or not. Main
purpose of it is to prevent mistakes and defects from the process of delivering services. By
assuring quality an organisation can reach to its long term business goals.
Question 17
Hospitality award and the things covered under it: It is an award which is provided to
the companies executing operations in hospitality industry for effective execution of business. It
covers employees and the staff members who are having different job responsibilities.
Question 18
Union is an association of employees who form a legal unit which handles all the issues
which are related to them. Main purpose of it is to negotiate the working conditions for the
workers so that they can get benefits. The main union for Hospitality workers is Australian
Worker's Union.
UNIT 2
Part 1: Source Information
Report on Naja Group of Colleges
To the board of directors,
I am writing this report to you provide detailed information about Naja Group of Colleges. The
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hospitality sector is highly competitive therefore it is very important for the cafeteria of the
college to make sure that it is focusing upon current and emerging products and services. One
of them is fast food and food alteration according to choices of clients. The main issue which is
faced by the organisation is high level of competition among the industry and servicing to a
small market portion. There are limited career opportunities for educated students. These are
head chef, cook, kitchen manager etc. The food and beverage industry is related to other
industries such as Winery and travel etc. The main relation between all of them is that a person
planning for travelling around the world then he may also pay attention towards getting wine to
enjoy the evening and a restaurant is also required to have desired food. There are various new
technologies are taking place in the market which are automation, robotics, digital marketing
etc. All of them are facilitating all the organisations to fulfil requirements of clients. In order to
maintain work ethics it is very important for all the hospitality sector enterprises to follow work
ethics so that discrimination could be ignored at workplace. It will help to enhance employee
engagement and productivity of whole entity. In order to become competitive in the market it
will be very important for Naja Group of College to make sure that all the elements discussed in
this report are considered by the management (Torres, Adler and Behnke, 2014).
Regards
Stanley Evans
Operations Manager
(Naja Group of Colleges)
Part 2: Make recommendations
Enhancements required to be focused
Board of Directors,
In order to take advantage of all the trends which are recorded in the previous report delivered
to you the organisation should focus on some of the enhancements. The major three
enhancements which are as follows:
 Developing workplace ethics
 Formulating strategies to deal with competition
 Using latest technologies to execute operational activities
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By paying attention towards all the above described elements the organisation can take
advantage of current market trends and latest technologies. With the help of all of them
competitive advantage could be achieved by the cafeteria of college.
Regards
Stanley Evans
Operations Manager
(Naja Group of Colleges)
Part 5: Opportunities to update knowledge
Identification of range of opportunities:
Sourcing method: The main thing which is required to be focused while identifying
opportunities for the development is analysing the sourcing methods so that best suitable options
could be sourced. One of the main method which is used by all the organisations is business
analysis and market research. With the help of it all the issues affecting the market position and
the ways to deal with all the negative elements could be assessed. In order to analyse
opportunities for enhancement this method will be used in cafeteria of Naja Group of Colleges.
The source: The main source for identification of opportunity is survey which will be
beneficial for the organisation to gather detailed information about market situation and the
opportunities which are available in it. It will be beneficial for the enterprise to attain competitive
advantage in the market.
Details of update: The update which is being planned by the Naja College is using
robotics in cafeteria which will help to attract large number of customers and enhance sales for
future. New robots will be used to deliver food to the customers and cook food for them.
Sharing updated information with relevant personnel:
Who will informed about update: All the board members and top authorities of the
organisation with the external stakeholders such as customers, suppliers will be informed about
the update. It will help to spread awareness about the update which will be made in the business
model. The proposal for it will be presented in front of board of directors.
Key message or update: The key update for the cafeteria is robots as waiters and cooks
who will serve food and cook it for the visitors according to their preferences.
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Resources required: There are various resources which are required for making the
update. These are finance, human resource, inventory required for upgradation and professionals
who are having detailed information about robotics.
The way in which update will be provided: The update will be made by arranging
robots in the cafeteria of the college. It will help to attract large number of individuals towards it
and enhance profitability for the whole organisation. The management have also decided that
outsiders will also be allowed to come and enjoy their meals at the cafe. With the help of it large
number of customers could be attracted towards the cafeteria and it will result in higher profits
and revenues for the organisation. With the help of it large market area will be captured by the
enterprise.
Individuals responsible for providing the update: There are various individuals who
are responsible for providing the update. All of them are college management, head of cafe,
employees who are going to work an currently working with the cafe and the designer of whole
upgradation.
Dates and deadlines: The new upgradation will start on 1st January 2020 and the
deadline of it is 2 months which means all the activities which are required for it should be
performed appropriately in the time limit.
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REFERENCES
Books and Journals:
Claveria, O., Monte, E. and Torra, S., 2015. A new forecasting approach for the hospitality
industry. International Journal of Contemporary Hospitality Management,. 27(7).
pp.1520-1538.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
Kim, M., Vogt, C. A. and Knutson, B. J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research. 39(2). pp.170-197.
Kim, S. B. and Kim, D. Y., 2014. The effects of message framing and source credibility on green
messages in hotels. Cornell Hospitality Quarterly. 55(1). pp.64-75.
Liu, B. and Pennington-Gray, L., 2015. Bed bugs bite the hospitality industry? A framing
analysis of bed bug news coverage. Tourism Management. 48. pp.33-42.
Melián-González, S. and Bulchand-Gidumal, J., 2016. A model that connects information
technology and hotel performance. Tourism Management. 53. pp.30-37.
Šerić, M., Gil-Saura, I. and Ruiz-Molina, M. E., 2014. How can integrated marketing
communications and advanced technology influence the creation of customer-based
brand equity? Evidence from the hospitality industry. International Journal of
Hospitality Management. 39. pp.144-156.
Slåtten, T. and Mehmetoglu, M., 2015. The effects of transformational leadership and perceived
creativity on innovation behavior in the hospitality industry. Journal of Human
Resources in Hospitality & Tourism. 14(2). pp.195-219.
Solnet, D., Kralj, A. and Baum, T., 2015. 360 degrees of pressure: The changing role of the HR
professional in the hospitality industry. Journal of Hospitality & Tourism
Research, 39(2), pp.271-292.
Torres, E. N., Adler, H. and Behnke, C., 2014. Stars, diamonds, and other shiny things: The use
of expert and consumer feedback in the hotel industry. Journal of Hospitality and
Tourism Management. 21. pp.34-43.
Online
Technology in housekeeping department. 2019. [Online]. Available through:
<https://www.hoteliermagazine.com/housekeeping-is-being-slowly-transformed-by-
technology/>
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