Analysis of Business Types and Operations in Hospitality Industry

This report provides a comprehensive overview of the contemporary hospitality industry, focusing on the diverse types of businesses within it, such as food and beverage, travel and tourism, lodging accommodation, and entertainment, and the products and services they offer. It examines the contrib...Read More

The Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Different types of business within the hospitality industry and the diverse products and
services that they offer............................................................................................................3
Contribution of the hospitality industry to local, national and international economies........4
Range of operational and functional departments within chosen hospitality business..........7
Range of different operational roles within the hospitality industry......................................8
Skills required for roles within the hospitality industry and current skills shortages............9
CONCLUSION .............................................................................................................................11
REFERENCE.................................................................................................................................11

INTRODUCTION
Hospitality industry is one of the fastest growing industry in UK. It is service providing
industry where hotels and restaurants focuses that they will earn maximum profit by gaining
customer satisfaction. On the other hand, this industry is also very competitive industry where
every company aims to gain competitive advantage and lead the market. It is very essential for
the hospitality companies to have well skilled and knowledgable staff to satisfy their customers.
Knowledgable staff are able to identify their customer's needs and wants by their behaviour and
expressions (Goryushkina and et. al., 2019). That's why staff plays an important role in
hospitality companies success. Savoy hotel is one of the oldest hotel of London, UK which is
founded in 1889. The following file covers different types of business in hospitality industry and
their product and services which they offer, contribution of the hospitality industry to local,
national and international economies, a range of operational and functional departments. Beside
this, different operational roles within the hospitality industry, skills required for roles within the
hospitality industry and current skills shortages.
MAIN BODY
Different types of business within the hospitality industry and the diverse products and services
that they offer
Hospitality industry is having various kind of businesses which serve various kind of products
and services and they are mentioned below-
Food and beverages- This is largest growing business in hospitality industry in UK
where restaurants offer different dishes and food beverages to their customers according to their
menu (Chon and Hao, 2020). Here, customers arrive at the hotels and restaurants, purchase their
services, pays and left the hotel for same time. This business is must require high quality of food
and beverages according to their targeted customers preference and their working staff must be
polite and have good skill in understanding what their customers are expecting. These few
factors will help this business to get popular within their industry.
Travel and tourism- Here, customers strongly desire to move from one place to another
for entertainment or any other specific purpose. Here, people move from one destination to

another. For example, a group of students went from one historical destination to another
historical destination to gain knowledge. It is travel and tourism industry where the most
important service is having guider which is able to guide them about the destination orally
(Saenko and et. al., 2017).
Lodging accommodation- This business is one of the most important business in
hospitality industry which provide staying service to their customers. Here, the tourist who travel
from place to place and stay for few days at their desired destination then they require to stay
some days and nights at such hotels. These hotels provide well furnished rooms to their
customers with breakfast facilities.
Entertainment industry- This type of business are including some events which are held
for a particular period of time. Here, customers get high satisfaction because the main purpose is
to provide entertainment to their targeted customers (Konovalova and et. al., 2018). For example,
sports events like Olympics, Asian games and many others. Here a large crown of travellers
travel from their home country to that country where these events are held. After finishing these
events, these travellers again went back to their home countries.
Contribution of the hospitality industry to local, national and international economies
Hospitality industry plays an important role in development of local, national and
international economies. In context to UK, their hospitality industry is expanding their business
worldwide rapidly. Some of the benefits of UK's hospitality industrial growth are mentioned
below-
Benefit for UK's local economy in context of developing hospitality industry-
Every country's basic aim is to fulfil local needs and wants first and then provide their
facilities to others clients who are from outside the country. Hence, UK's Hospitality industry
makes sure that they will first provide their services and products to their local residential.
Secondly, increasing in hotels and restaurants also need to hire new employees (Peters,
Kallmuenzer and Buhalis, 2019). Here, local people of UK get greater opportunity to get
employment in hotels and earn a good amount of money to develop their life of standards. CSR
activities by many hotels and restaurants work to protect their natural environment and provide
their products to low developed communities so that they will develop well. Hence, CSR
activities of UK hotels are also effective for local economic growth of UK. Therefore, CSR
activities by hotels and restaurants help UK localities to develop their purchasing power and

focuses to purchase qualitative products and services which is sign of well educated and
developed population of an economy.
Benefit for UK's national economy in context of developing hospitality industry-
In context of growth in hospitality industry in UK, their infrastructure also get developed
because every hotel and restaurant need to gain their customers satisfaction by providing them
good facilities and their customers will get more attracted toward their services when their
building is well stabilised and attractive for customers. Hence, the owners of hotels make sure
that their building will look god and attractive which further help UK to develop their
infrastructure (Jones, Hillier and Comfort, 2017). On the other hand, employment rate of UK
also get higher because when new and hotels and restaurants get developed then they require to
hire new employees which will help UK to have higher employment rate which is a good symbol
of an economical growth. With the help of high employment rate and good infrastructural
condition, the GDP growth of UK get automatically increases and the flow of income in their
nation also get improved.

Benefit for international economies in context of developing hospitality industry-
In context of international economies then they get higher development when hospitality
industry grows well because with the growth of hospitality industry at world wide level then it
promotes globalization. Increase in globalization concept will further help transfer goods and
services from one country to another for each others growth (Filimonau and Mika, 2019). This is
how more than one country get developed together. Increase in hospitality industry at worldwide
level also helps to maintain good relationship between two or more countries. For example, a
hotel has been newly opened in UK and they trade their supplies from China then this will help
them to maintain good relationship with China to gain their supplies effectively.

Range of operational and functional departments within chosen hospitality business
There are various kind of departments within an hospitality business which help the
company to achieve their organisational objective and goals. Every department have different
skilled and knowledgable employees which help them to perform different kind of tasks to
achieve customers satisfaction. Some of the departments of Savoy hotel and their roles and
responsibilities are given below-
Operational department of Savoy hotel-
Front Desk department- This is the department which is seen first after entering Savoy
hotel. They are responsible to clear doubts of their customers about their services and prices
which best matched to the needs and wants of their targeted customers (Avi and et. al., 2021).
They are also responsible to focus in check-in and check-out of their customers so that they will
accept new bookings when there is any checkout. They are also responsible to attend calls and
aware customers about their new service to their customers. They keep records of their
customers and acts as an representative of their hotel.
Housekeeping department- The employees in this department are responsible for
cleaning the rooms in their hotel on regular basis. They basically try to clean their rooms when
no guest are there in the room so that they will not get disturbed. They are also responsible to
clean garden area, dinning area and other areas of Savoy hotel. On of the most essential factor
which attract customers at a hotel are their cleanliness and hygiene. Savoy hotel are focused to
maintain their hotel clean enough to attract customers (Mun, Woo and Paek, 2019). Customers
calls to front desk department and ask for housekeeping service then front desk department
convey the message to housekeeping department.
Functional department of Savoy hotel-
Human resource department- This department is responsible for managing their staff
and other resources effectively for their organisational benefit. The HR department of Savoy
hotel are responsible to recruit new employees of different department according to their
requirement (Li and Singal, 2019). They are also responsible to check whether their hired
employees are getting effective training or not. They also provide growth opportunities to their
good working employees and one of the most effective role of HR department in context to
hospitality industry is that they takes care that their employees must have those skills and
knowledge which help them to gain customer satisfaction.

Marketing department- This department of Savoy hotel is responsible to aware their
customers about their services and products. They also help their hotel to collect marketing
information such as about their customers purchasing power, their expectations, ways to attract
new segment of customers and many others. They are also responsible to identify new trends in
the market and convey this information to other departments so that they will make some strog
strategies to satisfy their customers (Tseane-Gumbi, 2018). They handle the social media sites of
their hotel and keep uploading contents related to their hotel and their services to aware their
customers. They also conduct researches for customer satisfaction related to the services of their
hotel which further help Savoy hotel to make changes in their services to satisfy their customers
and achieve their organisational goal.
Range of different operational roles within the hospitality industry
There are different kind of departments within an hospitality sector and each employee
within these departments have different roles to conduct their assigned tasks to achieve their
organisational objective and these roles are given below-
Receptionist- This job role is related to Front Desk department. This operational role is
one of the most important role for an hotel because a customer will communicate to receptionist
first and then decide whether they can purchase the product or service of the specific hotel or not.
In context to Savoy hotel, they make sure that their receptionist must handle different kind of
customer behaviours with politeness and help their customers to understand the services and
prices of their hotel which could be better for customers as compared to other hotels.
Chefs and cooks- This operational role is related to kitchen department and they are
responsible to cook tasty food to their customers which will impact positive for arriving same
customers again to same hotel (Myo, Khalifa and Aye, 2019). In context to Savoy hotel, they are
more focused that their chefs will prepare food with full hygienic because it is directly related to
customers health. In case, any customer get hazardous health effects by consuming their food
then it can damage their reputation in the market and a good brand image is key to success for
any hotel. Hence, this job role of Savoy hotel must maintain good taste of their food.
Porter- This job role is related to house keeping department where they are responsible
to carry luggage of their customers from parking to customers room. They also arrange taxis to
their customers.

Barista- It is role within kitchen department which consist of preparing coffee with good
decoration for generating customers interest. Serving coffee which is having good designs are
most trendy activity of hospitality industry nowadays which attract more customers. Hence, it is
essential that Barista must have proper technique and knowledge of preparing coffee for Savoy
customers (Mejia, 2019).
Cleaner- This role is related to housekeeping department they are responsible for dusting
and cleaning the hotel rooms, garden areas, dining areas and other parts of hotel. In context of
Savoy hotel, they order their housekeeping department to clean the rooms just after any customer
check-outs their hotel so that new customer who is checking -in will get fully furnished and clean
room.
Skills required for roles within the hospitality industry and current skills shortages
There are different kind of roles within hospitality business and it require different skills and
knowledge to perform that role which is mentioned below in context of Savoy hotel-
Job roles Skills required
Receptionist Communication skill- It is essential for an receptionist to have
good communication skill because they are the one who directly
communicate to customers on face-to-face (Waqanimaravu and
Arasanmi, 2020). Their good communication skill will help
customers to clear their doubts about services and prices of specific
hotel.
Good decision making skill- It is also essential that receptionist
must have good decision making skill which help them to decide
that who's booking should be accepted first for hotel benefit.
Secondly, providing rooms to customers related to their demand is
also done by receptionist good decision making skill.
Chef and cooks Time management- It is essential for a chef to have time
management skill so that they can prepare more food items as quick
as possible with proper taste and procedure of making the dishes. It
should not be tolerated by any customer that their ordered food take
too much of time to get served to their table. Hence, a chef or cook

have many orders all together and its their time management skill
which allow them to prepare all order dishes on time.
Presentation skill- It is also important for an Chef and cook to have
good presentation skill because decorated food items gain more
attention of customers as compared to normal serving of food.
Porter Politeness- It is essential for a hotel porter to politeness in their tone
of speaking and in their behaviour which help them to gain
customers trust easily so that their customers will hand over them
their luggage and other essential items to help them to keep in their
allotted rooms.
Strong work ethic skill- It is essential for an Porter to have good
working ethics because they are responsible to keep the luggage of
their customers safely at their rooms (Weber, Lee and Crawford,
2020). Their strong ethics will help their hotel to maintain their
brand image in market about the security and ethical work by them.
Barista Innovative skill- It is essential for an Barista to have innovative
skill which help them to design their coffees in different ways to
satisfy their customers. Innovative ideas will help them to develop
their professional careers as their success is measured by the quality
and types of designs which they offer to their customers.
Observation skills- It is essential for an Barista to have observation
skill so that they can observe their customers expression to identify
whether they are satisfied or dissatisfied with the coffee which is
offered them. This observation skill will help them to make changes
in their innovative skill and they will try to serve their customers
better designs of coffees from next time.
Cleaner Time management skill- It is essential for an cleaner of a hotel to
have time management skill because they are required to clean
different rooms in specific time. They are not given too much of
time for a single room. There are big hotels which have hundreds of

rooms and their cleaners are require to clean specific room as soon
as possible to clean another one. Cleaners are also asked to provide
their services when the guests did not check- out from the hotel. In
this case their time management skill is most essential for them to
gain customer satisfaction.
Analysis skill- It is most essential skill for an cleaner to analyse the
area which require cleaning and they are also responsible to analyse
damaged furniture or fixtures of the rooms and convey the message
to maintenance department of hotel. Hence, analysis skill is essential
for a cleaner to perform their job effectively.
CONCLUSION
From the above information it is concluded that hospitality industry have many different
kind of businesses such as travel and tourism, food and beverages and many others who offer
different kind of services to their customers. There are different departments within a hotel like
housekeeping department, HR department, front desk department and many others which are
having different set of skills and knowledge to perform their job. For example, receptionist is the
job at front desk department which is responsible to aware customers about their services and
prices. Hence, it is essential for receptionist to have good communication skill to influence
customers that their services are better than any other hotel. It is also concluded that hospitality
industry of UK plays an important role in development of their local, national and international
economies. It generate employment for local residential and the employment rate of their nation
gets increased which is good for a economical growth. Fast development of hospitality industry
also promotes globalization and international trading activities.

REFERENCE
Book and journal
Avi, M. and et. al., 2021. Application of Innovative Technologies in the Tourism and Hospitality
Industry of Bangladesh: The Present Scenario. In Technology Application in the
Tourism and Hospitality Industry of Bangladesh (pp. 81-95). Springer, Singapore.
Chon, K. and Hao, F., 2020. The five constants: A Confucian business model for the hospitality
industry. Journal of Hospitality & Tourism Research, 44(7), pp.1051-1071.
Filimonau, V. and Mika, M., 2019. Return labour migration: an exploratory study of Polish
migrant workers from the UK hospitality industry. Current Issues in Tourism, 22(3),
pp.357-378.
Goryushkina, N. and et. al., 2019. Theoretical Aspects of entrepreneurial Education for
hospitality Industry. Journal of Environmental Management & Tourism, 10(4 (36)),
pp.835-841.
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.7-18.
Konovalova, E.E. and et. al., 2018. Forming approaches to strategic management and
development of tourism and hospitality industry in the regions. Journal of
Environmental Management & Tourism, 9(2 (26)), pp.241-247.
Li, Y. and Singal, M., 2019. Firm performance in the hospitality industry: Do CEO attributes and
compensation matter?. Journal of Hospitality & Tourism Research, 43(2), pp.272-282.
Mejia, C., 2019. Influencing green technology use behavior in the hospitality industry and the
role of the “green champion”. Journal of Hospitality Marketing & Management, 28(5),
pp.538-557.
Mun, S.G., Woo, L. and Paek, S., 2019. How important is F&B operation in the hotel industry?
Empirical evidence in the US market. Tourism Management, 75, pp.156-168.
Myo, Y.N., Khalifa, G.S. and Aye, T.T., 2019. The impact of service quality on customer loyalty
of Myanmar hospitality industry: the mediating role of customer
satisfaction. International Journal of Management and Human Science (IJMHS), 3(3),
pp.1-11.
Peters, M., Kallmuenzer, A. and Buhalis, D., 2019. Hospitality entrepreneurs managing quality
of life and business growth. Current Issues in Tourism, 22(16), pp.2014-2033.
Saenko, N.R. and et. al., 2017. Service management in the tourism and hospitality
industry. International Journal of Applied Business and Economic Research, 15(11),
pp.207-217.
Tseane-Gumbi, L.A., 2018. Business Social Responsibility and Functional Areas of a Tourism
Business. African Journal of Hospitality, Tourism and Leisure, 7(3), pp.1-9.

Waqanimaravu, M. and Arasanmi, C.N., 2020. Employee training and service quality in the
hospitality industry. Journal of Foodservice Business Research, 23(3), pp.216-227.
Weber, M.R., Lee, J. and Crawford, A., 2020. A suggested best practices for enhancing
performance of soft skills with entry-level hospitality managers. Anatolia, 31(1), pp.76-
87.