Hyatt Hotel: Operational Roles, Skills Gaps, and PESTLE Analysis

This report provides a comprehensive analysis of the contemporary hospitality industry, focusing on Hyatt Hotel in the UK as a case study. It investigates various operational roles within the industry, including housekeeping, receptionist duties, food and beverage management, and room division management, while also examining the essential skills required for these roles and the current skills shortages. The report reviews skill gaps within the hospitality sector and analyzes their impact on businesses, suggesting solutions for addressing these gaps. Furthermore, it assesses political, economic, social, technological, legislative, and environmental factors (PESTLE) that affect the development of organizations in the hospitality industry, and includes a SWOT analysis for Hyatt Hotel, reviewing how this analysis can inform the decision-making process. The report concludes with an evaluation of the impact of external factors on organizational development and potential trends in the hospitality industry.

Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK 2............................................................................................................................................3
P4 Investigate a range of different operational roles within the hospitality industry..................3
P5 Examine the skills required for roles within hospitality industry and current skills shortages
.....................................................................................................................................................4
M3 Review of skill gaps within hospitality industry in relation to a range of different
operational roles...........................................................................................................................5
D2 Analysation of impact that skills gaps have on hospitality businesses and make valid
solutions for addressing these skills gaps....................................................................................5
TASK 3............................................................................................................................................6
P6 Assessment of political, economic, social, technological, legislative and environmental
factors that affect the development of organisations operating within hospitality industry........6
P7 Undertake a SWOT Analysis for a hospitality business and review how this can inform the
decision-making process..............................................................................................................7
M4 Evaluation of the impact of external factors on the development of organisations operating
within the hospitality industry.....................................................................................................9
D3 Critical evaluation of how external factors impact on current and potential trends and
developments in hospitality industry...........................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality industry is considered as the vast sector that is engaged in offering a wide
variety of services to a large number of market share. The key purpose of the respective industry
is to give full satisfaction to the potential customers along with providing enriching experience to
them. The different services within the hospitality industry consist of lodging and
accommodation, food and beverage, travel and tourism, event planning and many more. Within
this report, Hyatt hotel, UK is taken into consideration as a hospitality business which will
demonstrate different aspects of this report (Afsar, Shahjehan and Shah, 2018). This report
includes different operational roles within respective industry along with skills that are required
to perform such roles and current skills shortages. There will be review of the external and
internal factors that influence the hospitality industry. There will be a SWOT Analysis and
PESTLE Analysis for hospitality business that will help in the process of decision-making within
the workplace. Additionally, this report also covers impact of external factors on organisational
development that is operating within hospitality industry.
MAIN BODY
TASK 2
P4 Investigate a range of different operational roles within the hospitality industry
In context to hospitality industry, there are multiple departments which are to be
performed by organisational employees towards achievement of objectives through smoothly
conducting business activities. Different operational roles are discussed as follows in context to
Hyatt hotel (Ali and et.al., 2019):
 Housekeeping department: Employees of Hyatt are required to perform the role of
maintenance of room and hotel premises cleanliness for keeping them clean and fresh in
order to capture more and more customers towards organisation.
 Receptionist: Manpower within Hyatt interacts with tourists regarding solving their
problems, welcoming and greeting them, providing essential information to guests, etc.
They also monitors check in as well as out of tourists and confirms their reservation as
per their demand.

 Food and Beverage Manager: These managers give training to workforce to prepare
different types of food and beverage like continental, etc. and training regarding use of
equipments to prepare such food towards safeguarding employees against their health.
 Room division Manager: Such manager guides and provides instructions to team
members for maintenance and cleanliness of rooms. It also works as a coordinator for
each department with organisation for offering effective services to its target market.
P5 Examine the skills required for roles within hospitality industry and current skills shortages
There is a requirement of different skills for performing above roles within the hospitality
industry in an effective and efficient manner (Ann and Blum, 2019). These roles are described as
follows in context to Hyatt hotel:
Important skill list for concierge, chef and reservation agent:
 Management skills: This kind of skill help employees in managing their work
appropriately within respective hotel so that multiple works can be performed at a single
point of time. This skill is required by house keeping department so that it can manage
activities like room and hotel premises cleaning. Receptionist is also required to posses
this skill in booking facilities of guests and managing their rooms and other services to
provide full satisfaction to them.
 Communication skills: Such kind of skill is mainly required by receptionist as well as
food and beverage manager for communicating with employees and customers
effectively. Hence, divisional manager needs communication skill to interact with all
organisational departments and providing information and guidance to them regarding
execution of work appropriately.
 Leadership skills: This is another skill that is associated with providing direction and
guidance to manpower for working effectively (Bowen and Morosan, 2018). It is
essentially needed by food and beverage manager and room divisional manage for giving
effective instructions and guidance to team members which will help them in executing
work in hospitality sector.
Shortage of skills:
Hospitality is a booming industry that requires various workers to complete their jobs.
This industry requires skilled workers, semi skilled and unskilled workers. But there is a shortage
of waiters, waitresses, chefs, cooks and others. There are many vacancies in restaurants as well

as hotels due to the lack of skills in the market. There are several reasons for this lack of skills in
different parts of the world which are as follows:
Low paid jobs: The hospitality industry requires a variety of people to complete its operation.
But these hotels are not providing enough amount to the people for these jobs. Due to these
people are refraining from doing jobs in this industry resulting in lack of skills and talent in the
market.
Political crisis: This is also one of the reasons behind the lack of skills in an organization. This
creates problem for the organization due to which the company cannot hire employees from
other country (Chon and Zoltan, 2019). For example, due to Brexit, the government is creating
problems for business as they have banned the organization's operations in the UK to hire
employees from Europe, resulting in a shortage of skilled workers.
M3 Review of skill gaps within hospitality industry in relation to a range of different operational
roles
In relation to a range of various operational roles, the employees of Hyatt are required to
possess more of the skills and these skill gaps include compliance training skills, adaptability
skills, resilience skills, initiative skills and many more. These skills are needed to be adopted by
managers and other people of the organisation in order to perform various activities in an
effective and efficient manner.
D2 Analysation of impact that skills gaps have on hospitality businesses and make valid
solutions for addressing these skills gaps
From above discussion, it is analysed that the impact of skills gaps on the hospitality
businesses is very great as it influences overall performance of the organisation. Through having
such skill gap within business, the multiple operations can not be operated in a smooth way.
Therefore, administrators of hospitality business are needed to cover such skills gap and follow
necessary steps (de Souza Meira and Hancer, 2021). These steps include plan the analysis,
identification of organisational objectives, focussing future-proofing, measuring current skills,
identifying gaps and take corrective action.

TASK 3
P6 Assessment of political, economic, social, technological, legislative and environmental
factors that affect the development of organisations operating within hospitality industry
External factors refer to those factors of the organisation which is situated outside the
organisation but these are having serious influence over the company. It is very important for the
management of the organisation that they develop effective and valuable strategies in the
organisation which are very helpful for the company. There are different types of factors are
present in the PESTLE analyses which provides effective returns in the market.
Macro surroundings encompass the outside forces of the surroundings of the enterprise including political,
social, technological, legal, environmental and economic factors which has a effect upon the increase and
achievement of the hospitality industry. These elements are mentioned as follows-
Political – It determines the governmental policies and rules, taxes and the alternate guidelines which has
effect at the functioning of the hospitality sector (Guan and et.al., 2020). As with the stability of the
governmental policies and guidelines in UK, it blessings the respective organisation to characteristic its
enterprise sports in a right manner. This is a wonderful signal for boom and development. As with the growth
tax price and VAT price in international locations along with Spain, it will become tough for the hospitality
enterprise to maximize its profitability
Economic- This aspect is taken into consideration with the interest rates charge, exchange charge, inflation
charge and monetary increase inside the US. It has impact at the increase and fulfilment of hospitality industry.
As after Brexit, UK's monetary situation become now no longer strong which reduced the call for of the guests
toward triumphing carrier from carrier sector, because it decreased their buying power. This creates a terrible
effect at the profitability and productiveness of the hospitality commercial enterprise. In order to take over
such terrible effect it's miles vital for respective hospitality commercial enterprise to offer its offerings at a
decrease charge as a way to boom the call for of numerous clients toward the product and carrier supplied via
way of means of the hospitality commercial enterprise.
Social- It consists of different factors together with adjustments with inside the values and the way of life of
the clients, demographic adjustments and adjustments with inside the ethnic and non-secular backgrounds.
Growing cultural adjustments and variety of personnel creates undertaking for the hospitality enterprise to
preserve their sustainability in aggressive commercial enterprise environment. This makes it tough for

hospitality enterprise to offer customised offerings in line with the requirement of diverse clients. In order to
triumph over the social impact, respective hospitality commercial enterprise need to ask the clients
approximately their needs and necessities in order that offerings may be furnished to them in line with
necessities.
Technological- With the increase of superior era, it's miles essential for the hospitality enterprise to apply
modernised era even as supplying offerings to their customers. It is essential for Hyatt hotel to offer on-line
reserving and cancellation centres in order that, furthermore fee mode must additionally be on-line in order
that purchaser can without problems avail and take gain of the provider with none problems (Dogru and
et.al., 2019) . If the respective employer would not undertake to modernised era then it's going to now no
longer enrich purchaser in the direction of the lodge and could affect its profitability and productivity
Legal- It determines the diverse legal guidelines and law concerning the protection and fitness of the tourists.
Therefore, complying with such prison legal guidelines and policies will inspire the personnel to paintings
nicely in addition to draws the clients in the direction of the hospitality enterprise. Moreover, respective
hospitality enterprise ought to additionally challenge over the prison legal guidelines, concerning the earnings
and bonus to be supplied to personnel. But adjustments with inside the prison legal guidelines amongst diverse
countries, makes it hard for the business enterprise to carry out their paintings in differentiated way and
negatively influences the emblem photograph of the business enterprise.
Environmental- Sustainability is the primary difficulty in the hospitality enterprise. They have to offer
offerings in this kind of way via way of means of minimising the environmental effect and thereby the use of
the sources in a surest way. There is foremost environmental effect at the hospitality enterprise as due to the
terrible whether or not situations it disrupts transportation offerings which ends up in decreased call for of the
visitor and influences the profitability of the enterprise. Moreover, to be able to appeal to clients Travelodge
have to presents offerings at a decrease fee and have to make the ideal utilisation of sources with a view to
maximise its profitability level.

P7 Undertake a SWOT Analysis for a hospitality business and review how this can inform the
decision-making process
SWOT Analysis helps an organisation in analysing its internal strengths and weaknesses
along with determining external opportunities and threats available for an organisation within
marketplace. Hyatt hotel uses this tool for making strategic business decisions and enhancing the
level of their performance within workplace (Hassi, 2019). The SWOT Analysis of Hyatt Hotel
is given as under:
Strengths Weaknesses
 Hyatt hotel enjoys a high brand image
within the marketplace due to which
more and more customers get attracted
towards it and which results in
maximisation of the profitability of the
organisation.
 It is another strength of the hotel that it
offers a wide variety of services such as
affordable price rooms to its potential
customers and also provides discounts
during particular occasions.
 The major weakness of this hotel is that
although it provides great deals as well
as offers on travels packages, somehow
organisation is still more expensive in
comparison to other organisations
within hospitality industry. Middle
class people who wish to travel and
enjoy such organisation are not able to
do so.
 It is another weakness of Hyatt hotel
that the organisation is facing difficulty
in developing strong on-ground
operations within the sector for offering
a consistent experience for the market
share (Horng and et.al., 2018).
Opportunities Threats
 This is a great opportunity for Hyatt
hotel that growth rate of tourists with
high disposable income is high so
organisation can render such customers
through selling travel packages for
enhancing market-base.
 It is a major threat for Hyatt that it has
large number of competitors within
hyper-saturated market and faces
intense competition from other leading
travel players.
 It is another threat for Hyatt hotel that

 It is another opportunity for
organisation to use full internet for
displaying hotel's offers, presence,
marketing, offer visibility and
distribution (Kalyar, Ali and Shafique,
2021). Through this customers can
have an ideal option for increasing
bookings of a weekend stay at Hyatt.
dishonest online businesses may
damage confidence as well as faith of
its customers within the whole
organisation of internet marketing.
M4 Evaluation of the impact of external factors on the development of organisations operating
within the hospitality industry
There are different types of external factors are mentioned above in the report which reflects the
impact of external environment on the business of the organisation. The external factors
such as Political Economic Social Technological Legal Environment factors are very
important for the development of the organisation. The business organisation of the world
has witnessed the large number of organisations are present in the market which provides
negative returns to the companies and one of most biggest issue for the same is US- China
trade war. The organisations of these countries has faced extensive negative returns in the
organisation because of the issues. The management of these companies has shift their
businesses in other countries which provides negative returns to the organisation. It is duty
of the government of these countries that they develop effective strategies for their business
and makes them able to pursue their business in effective manner. There are large number
of economic issues are developed in the market due to the excessive and dominating policies
of the government. It promotes the problem of unemployment in the organisation. It is very
important for the management of the Hyatt hotel that they try to overtake these problems in
the market which are helpful while conducting their business in the market. The social
factors of the external environment have provide effective returns to the organisation in the
market.
D3 Critical evaluation of how external factors impact on current and potential trends and
developments in hospitality industry
There are different types of trends are common in the market which the management of the
organisation has to analyse and also becomes able to solve different types of problems in the

organisation. One of the biggest and the valuable trend which the management of the
organisation has to consider is technological advancement. There are many technologies came in
the market in relation to the online booking, security and many more which can be useful for the
company. If the management of the hospitality organisation wants to success in the market, then
they have to developed new and advanced technology in their organisation.
CONCLUSION
From above explanation of report, it has been concluded that the organisations within the
hospitality industry provide enjoyable experiences to the potential market share. It has also been
concluded that good service is the key to success within an hospitality business. This report has
been included multiple operational roles within the respective organisation. There has been also a
discussion on the skills that are required for roles within hospitality business along with current
skills shortages. Moreover, this report has also been included Pestle and SWOT analysis for
analysing the internal as well as external business environment which will provide assistance to
the organisation in making well-informed decisions.

REFERENCES
Books and Journals
Afsar, B., Shahjehan, A. and Shah, S. I., 2018. Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry. International Journal of Contemporary Hospitality Management.
Ali and et.al., 2019. 30 Years of contemporary hospitality management: uncovering the
bibliometrics and topical trends. International Journal of Contemporary Hospitality
Management.
Ann, S. and Blum, S. C., 2019. Motivating senior employees in the hospitality
industry. International Journal of Contemporary Hospitality Management.
Bowen, J. and Morosan, C., 2018. Beware hospitality industry: the robots are
coming. Worldwide Hospitality and Tourism Themes.
Chon, K. K. S. and Zoltan, J., 2019. Role of servant leadership in contemporary
hospitality. International Journal of Contemporary Hospitality Management.
de Souza Meira, J. V. and Hancer, M., 2021. Using the social exchange theory to explore the
employee-organization relationship in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Dogru and et.al., 2019. Employee earnings growth in the leisure and hospitality
industry. Tourism Management, 74, pp.1-11.
Guan and et.al., 2020. Does organizational inducement foster work engagement in hospitality
industry? Perspectives from a moderated mediation model. Journal of Hospitality and
Tourism Management, 43, pp.259-268.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context: The mediating role of climate for creativity. International Journal of
Contemporary Hospitality Management.
Horng and et.al., 2018. Developing a sustainable service innovation framework for the
hospitality industry. International Journal of Contemporary Hospitality Management.
Kalyar, M. N., Ali, F. and Shafique, I., 2021. Green mindfulness and green creativity nexus in
hospitality industry: examining the effects of green process engagement and
CSR. International Journal of Contemporary Hospitality Management.
Dixit, S.K. ed., 2020. The Routledge handbook of tourism experience management and marketing. Routledge.
Jabeen, F., Al Zaidi, S. and Al Dhaheri, M.H., 2021. Automation and artificial intelligence in hospitality and
tourism. Tourism Review.
Karatepe, O.M., Rezapouraghdam, H. and Hassannia, R., 2021. Sense of calling, emotional exhaustion and their
effects on hotel employees’ green and non-green work outcomes. International Journal of Contemporary
Hospitality Management.
Kim, M., Choi, L., Borchgrevink, C.P., Knutson, B. and Cha, J., 2018. Effects of Gen Y hotel employee’s voice and
team-member exchange on satisfaction and affective commitment between the US and
China. International Journal of Contemporary Hospitality Management.
Malek, K., Kline, S.F. and DiPietro, R., 2018. The impact of manager training on employee turnover
intentions. Journal of Hospitality and Tourism Insights.
Ozanne, M., Tews, M.J. and Mattila, A.S., 2019. Are tattoos still a taboo? The effect of employee tattoos on
customers’ service failure perceptions. International Journal of Contemporary Hospitality Management.
Serra-Cantallops, A., Cardona, J.R. and Salvi, F., 2020. Antecedents of positive eWOM in hotels. Exploring the
relative role of satisfaction, quality and positive emotional experiences. International Journal of
Contemporary Hospitality Management.

Umrani, W.A., Channa, N.A., Yousaf, A., Ahmed, U., Pahi, M.H. and Ramayah, T., 2020. Greening the workforce
to achieve environmental performance in hotel industry: A serial mediation model. Journal of Hospitality
and Tourism Management, 44, pp.50-60.