Contemporary Hospitality Industry: Roles, Skills and Gap Analysis

This report provides an overview of various operational roles within the hospitality industry, including operations manager, chief housekeeper, front desk receptionist, and human resource manager. It details the responsibilities and required skills for each position. The report also presents a skills gap analysis, identifying areas where employees may need further training or development. For example, the operations manager needs better motivational skills, the chief housekeeper could improve problem-solving, the receptionist needs to work better under pressure, and the human resource manager needs to update technological skills. The report concludes by emphasizing the importance of properly trained employees with specialized skills to succeed in the hospitality industry, supported by references to relevant literature.

THE CONTEMPORARY HOSPITALITY
INDUSTRY

Table of Contents
P4) Various operational roles in Hospitality Industry.................................................................3
P5. Skills requirement in an hospitality industry .......................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Further this report explains range of different operational role in the organisational and in
the end it explains the skills require for the role in the industry. The study also highlights the
skills which is required by different employees in an organisation such as operation manager,
chief executive manager etc.
P4) Various operational roles in Hospitality Industry.
Staff Roles
Operations Manager The Operations Manager in Travelodge is
responsible for looking all the operations of the
organization. The operations will include
security, human resource, sales and finance etc.
Operations Manager of the Hotel plays an
important role in developing work schedule of
the workers.
Chief Housekeeper Chief Housekeeper of Travelodge is
responsible for overseeing the activities related
with cleaning in the organization. They plays
an important role in handling the complaints as
well as the services of the customers of Hotel.
Executive housekeeper of Travelodge also
helps to prepare work schedule for the
employees that are involved in housekeeping
department.
Front Desk Receptionist Front Desk Receptionist of Travelodge Hotel is
responsible for greeting the clients of the hotel,
answering their queries, providing them
beverages, delivering the schedule of the
meeting to the clients, and looking at the
budget of the hotel etc. They are also
responsible for preparing outgoing mail
according to the policy of the hotel. They also
help to arrange the travel arrangements for the
guests of the hotel.
Human Resource Manager Human Resource Manager of Travelodge is
responsible for developing plans for recruiting
employees for various departments of the
hotel. Human Resource Manager of the firm

also help in managing the compensation of the
workers and developing work schedules for
different activities. They are also responsible
for looking at the attendance of the employees
of the hotel.
P5. Skills requirement in an hospitality industry
Staff Skills required Current skills Gap
Operation manager Strong communication
skills
Strong negotiation
skills
Good motivational
skills
Good communication
skills
Negotiation skills
Motivational skills
Chief Housekeeping Excellent customer
service skills
Good personal
grooming
Should be able to
solve complex
problem
Should know how to
work under a pressure
Good in handling
customers and solving
problem
Not able to work under
pressure
Front desk
receptionist
Should have strong
interpersonal skills
Should be able to
remain calm under
pressure
Effective
The receptionist has a
good communication
skills which help to
make good relation
with employees
Ability to work under
pressure

communication skills
Human resource
manager
Good communication
skills
Should have
experience in
conducting interview
Should know how to
work on software
Manager has recruited
an skilled and
knowledgable
employees in
organisation
Lack of stamina
GAP analysis
The operation manager of Travelodge is good in communication but the manager is not
good in motivating its employees. It has been noticed that inspite of good communication skills
the manager is not able to motivate its employees.
Chief housekeeper of Travelodge is good in treating employees. The housekeeper
manages all the queries related to customer. The chief housekeeper but sometimes feel difficulty
in order to solve the problem. Therefore the housekeeper should try to improve the problem
solving skills.
Front desk receptionist perform the functions well. The receptionist answer all the queries
of the customers and maintain a good relation with the customer. However receptionist
sometimes loose control and misbehave with the other employees.
Human resource manager of Travelodge has been successful in performing the
responsibilities. The manager has recruited a skilled employees for the organisation. But the
manger is not updated with the latest technology in the system which sometimes act as a barrier
for the manager in the working process.
CONCLUSION
There are various types of business in hospitality industry such as hotels, travel and
tourism etc., which serves variety of products. The study gives the understanding of operational
and functional department and its role in an organisation. Hospitality industry play a major role
in local, international as well as national economy. The employees as well as top management of

the company need to be properly trained they must have special skills which will be required in
order to be successful in an hospitality industry.

REFERENCES
Books and Journals -
Wang, C.J., 2016. Does leader-member exchange enhance performance in the hospitality
industry? The mediating roles of task motivation and creativity. International Journal of
Contemporary Hospitality Management. 28(5). pp.969-987.
Cheng, S. and Wong, A., 2015. Professionalism: A contemporary interpretation in hospitality
industry context. International Journal of Hospitality Management. 50. pp.122-133.
Chang, K.C., 2016. Effect of servicescape on customer behavioral intentions: Moderating roles
of service climate and employee engagement. International Journal of Hospitality
Management. 53. pp.116-128.
Garg, S. and Dhar, R.L., 2016. Extra-role customer service: The roles of leader–member
exchange (LMX), affective commitment, and psychological empowerment. International
Journal of Hospitality & Tourism Administration. 17(4). pp.373-396.
Online
Human resource manager. 2019. [Online] Available through
<https://www.hotelschool.co.za/career-spotlight-hotel-human-resources-manager/>