An Analysis of the Contemporary Hospitality Industry: Dorchester Hotel

This report provides a comprehensive analysis of the contemporary hospitality industry, using the Dorchester Hotel as a case study. It explores the diverse types of businesses within the sector, including hotels, pubs, and resorts, and examines the products and services they offer. The report delves into the functional and operational departments within the hotel, such as food production, housekeeping, marketing, and human resources, and discusses their interconnections. It also evaluates the contribution of the hospitality industry to local, national, and international economies. Furthermore, the report reviews the influence of licensing and franchising on the global development of hospitality organizations and assesses their contribution to economic worth. A significant portion of the report is dedicated to examining the range of diverse operational roles within the hotel industry, the skills required for these roles, and the identification of skill gaps. The report concludes by discussing the impact of these skill gaps on the industry and proposing potential solutions to address them.

Contemporary
hospitality industry

Contents
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................3
Diverse types of business in hospitality sector and the products which they offer...................................3
Functional and operational departments in hospitality business..............................................................4
State and discuss contribution of hospitality industry to all economies...................................................5
Review the interconnections of operational and functional units with hospitality industry.....................5
How the usage of licensing and franchising has influenced global development of hospitality
organization.............................................................................................................................................6
Evaluate how licensing, franchising and global growth developments have contributed to the economic
worth in hospitality sector.......................................................................................................................6
Examine a range of diverse operational roles within hotel industry.........................................................7
Examine skills that are part of hotel industry...........................................................................................7
Review the skills gaps within hotel sector in context with different operational roles.............................8
Impact that skills gaps have on hotel industry and make solution to address skills gaps.........................8
CONCLUSION...........................................................................................................................................8
REFERENCES............................................................................................................................................9

INTRODUCTION
Hospitality industry is a very wide concept and is associated with different services like
hotels, tourism sector and many more. The main objective of this organization is to offer
customers with a pleasurable experience and enable efficient level of customer satisfaction.
There are mainly four elements indulged into this sector and these are lodging, food and
beverages, tourism and recreation (Bani-Melhem, Quratulain and Al-Hawari, 2021). The report
is based on Dorchester hotel. It is a luxury hotel located in London. It established in the year
1931 and is considered one of the most lavish and prominent restaurant. The report includes
diverse businesses within hospitality, operational and functional departments, contribution to
different economies, interrelationships, franchising and licensing agreements, different
operational roles, skills required and skill gaps.
MAIN BODY
Diverse types of business in hospitality sector and the products which they offer
In relation with hospitality industry they are engaged with various types of goods and
services which are done on the basis of they carry out all the business activities and also with
regards to consumers. In context with the Dorchester hotel, they offer diverse range of services
to all consumers which are further being explained as below: -
 Hotels: - In hospitality industry it involves hotel sector which offers assorted and diverse
range of services in accordance with the needs and wants of consumers. There are many
services which a hotel provides like room facilities, event management and many more.
 Pub: - In relation with this place all individuals enjoy with loud music, food and
beverages and dance with each other (Fusté-Forné, 2021). Mostly the youth generation
visits pub and adore lot of time together.
 Motels: - These are those places which are constructed within a single building and have
attached rooms with each other. It provides different services like door facing parking
facilities, small common area and so on.
 Ski resort: - With respect to variations in the time period all hotel activities and services
are also changing and in this ski resort is included. It mainly involves services like
snowboarding, winter sports facility and any more.
 Accommodations: - It is defined as a type of service which a hospitality industry
provides to those audiences who mostly travels from one place to another and examines
different places to stay. These services are also provided by Dorchester hotel in context
with various international countries.
 Resorts: - In terms of these services they also provide numerous products and services in
the hotel like food and beverages, fun activities, sports games and many more.

 Beach resorts: - It is considered as a new trend in present situation because they provide
certain lodging facilities, seaside views, private seashores and many more. Through this
customers get easily attracted as well as excited to view the resort.
 Suites: - The hospitality industry provides different kind of services and is considered as
a type of accommodation service only. There are luxury hotels which offer these facilities
and in case of Dorchester hotel also they provide these services.
Food and beverage in hotel industry: -
It is considered as one of the largest department within hospitality sector and is
progressing around different tools and techniques (Altuntas and Gok, 2021). There are diverse
ranges of amenities which are provided by them like in the form of unique preparation of food
products and so on. There are many organizations which provide these services like Burger King,
KFC and so on.
Functional and operational departments in hospitality business
Operational sectors: - In accordance with these sectors the main focus is on task
activities and all operations of business. In context with the Dorchester hotel they have various
operation sectors which are being explained below: -
 Food production department: - It is also names as the kitchen department. The main
duty of this sector is the actual preparation of food items. It assures that all cooking of
products are being done in a hygienic place and with proper safety.
 Housekeeping department: - It is an essential sector in hospitality industry as it creates
direct impact on the experience of guests. It assures that all common areas, rooms,
lobbies are cleaned properly and hotel is maintaining high level standards in cleanliness.
Functional departments: - It refers to those sectors which are mainly involved in the
functioning of business activities and have the liability of enhancing the organization
productivity.
 Marketing department: - There are many activities in the hotel which comes under the
category of marketing (Saita and et.al, 2021). It includes doing efficient market research
in order to understand about the demands of consumers, implementing new services,
sales promotions and many more.
 Human resource department: - It carries various numbers of activities like designing
jobs, advertising jobs on social media sites, hiring and training employees so that better
advantages can be received by hotel.
 Purchase department: - It is also named as procurement sector. On the basis of this the
hotel has the responsibility to guarantee that they have the access to best and efficient
quality raw materials, products at modest prices.

State and discuss contribution of hospitality industry to all economies
It is crucial to initiate a proper awareness with regards to the impact of hotel
organizations so that it becomes easy to implement certain approaches and embrace certain
recommendations in an applicable way. With suitable market and social analysis contribution is
being determined which is being explained as below: -
 Local economies: - These are considered as that part of particular societies the hospitality
organization offers foremost contribution to all the local economies since the engagement
of tourists towards one another raises which ultimately leads to high job opportunities
and enhance the awareness of a specific location which is valuable for economic
development.
 National economies: - In accordance with hospitality organization they has a contributed
to national economy of United Kingdom because there are more than 800 businesses
which are indulged and linked with the hotel industry and besides this national economy
comprises of 5 percent gross domestic product of whole sector (Ben Haobin and et.al,
2021). Furthermore, with regards to selected hotel they offer tax economy at large
variation which leads to high level growth sector and development.
 International economies: - In terms of this they rely on other countries and carry on all
business activities with foreign market in multinational countries. As per the changing
needs and wants of consumers they provide distinctive goods and products which lead to
increment in their living standard at high level scale. Besides this the contribution of
hospitality organization in increasing very quickly. They magnify their business
organizations at global level as they use different kind of market entry schemes like in the
form of licensing which ultimately helps in developing the level of economy at high
range.
Review the interconnections of operational and functional units with hospitality industry
In accordance with operational functional units within hospitality sector they both are
interconnected with each other as they work within equivalent arena and have common aims
which are need to be achieved within set time period. In context with hotel Dorchester, they
operate at multinational level and have vast range of operational and functional units. It is being
defined as below:-
 Human resource and information technology: -It is a functional entity of the hotel
Dorchester that concentrates on securing and assessing all data and information in an
efficient way of all guests as well as staff members.
 Housekeeping and front office: - These two sectors are interrelated with each other
because in terms of operation department since front office and housekeeping works with
best level of communication (Otoo and et.al, 2021). In context with housekeeping sector
they play the duty of offering all important material to front office while in terms of other
front desk services they have the liability to provide certain orders.

How the usage of licensing and franchising has influenced global development of hospitality
organization
There are miscellaneous types of marketing entry approaches which have a profound
impact on global development of organization because through this their hotel industries have
the capability of performing the business tasks and activities and demands of all consumers.
 Licensing: - On the basis of this it is considered as a kind of settlement which is in
context with a procedure in which a corporation authorizes other enterprise to use their
license for particular period of time and use their intellectual property rights (Bianchi and
Chen, 2021). Besides this it also creates an effect on the global development of hotel
industry because hotel Dorchester also consume their licensing due to which they are able
to enlarge all their business tasks and activities and at the same point of time raise
goodwill into transnational countries.
 Franchising: - It refers to a type of market entry methodology as well as the procedure of
distribution which is used by business organization and in which the franchisor allows a
permission to permit and use their brand name with their country. The contract creates an
impact on global development of industry and the reason behind this is that when it is
controlled by organization it creates an impact on stakeholders and market place.
From the above information it has been determined that both licensing and franchising
contracts create a nonstop influence on the global development in hospitality sector since
they are mostly used by hotels in order to enlarge their organization tasks and activities and
at the same point of time it helps them in managing and maintaining their resources activities
in terms of all their functions in an efficient way.
Evaluate how licensing, franchising and global growth developments have contributed to the
economic worth in hospitality sector
Contribution: - In order to improve the development of economy both licensing and
franchising is crucial because they support in offering implementation of whole business
activities and marketing in productive way in terms of all authorized as well as virtuous methods.
In terms of the contribution it is being explained as below: -
 Licensing: - It provides efficient level of influence to hospitality sector as due to
licensing it directly creates development in the direction of economy because the overall
authority and government amenities are required to practice market entry approach which
also creates an outcome in the form of implementing a positive and efficient relationship
with respect to association of government.
 Franchising: - It is a significant part in hospitality sector as it implements and offer an
economic productivity of 1.6 trillion across whole globe ( Alhothali, Elgammal and
Mavondo, 2021). It has been evaluated that in hotel industry and tourism sector the
aspect of franchising plays a very crucial role in accordance with offering certain benefits
to businesses at comprehensive level. For instance, the hotel which makes the usage of

franchising as a market entry way which has the capability of producing more
information and certain work prospects to both small and medium term enterprises. It is a
main involvement which is offered by growth sector of franchising to hospitality
industry.
Examine a range of diverse operational roles within hotel industry
There are many operational roles within hotel sector which is defined further below: -
 Front desk services: - In context with these operational roles they remain in contact with
all the people on continuous basis and also have the responsibility to handle bookings.
 Food and beverage manager: - It is defined as an operational role which is present in the
Dorchester hotel in accordance with the present pandemic circumstances ( Nazir, Islam
and Rahman, 2021). There is always a requirement of food and beverages manager who
will be liable to tackle efficient quality at all phases and initiate better customer
satisfaction.
 Accounting: - Every business organization needs a proper accounting system. With the
help of analyzing all the expenses better adjustments can be made. The managers of their
team are directly chargeable to the executive managers by providing them all crucial data
and besides this they are also responsible to offer support to other members.
Examine skills that are part of hotel industry
In hospitality organization there are certain skills which are necessary at each phase
because without such abilities it is not possible for hotel to manage all their activities at
workplace. In accordance with Dorchester hotel they have large number of staff members and
positions within the hotel for which diverse skills are required and is further analyzed below: -
Operation manager: - The Dorchester hotel which is a multinational enterprise hotel
industry has vast number of vacancies within whole management area due to the present
situation of pandemic. For example, the human resource manager of an organization is looking
for operation executive that can maintain and manage all different production activities. They
prefer different skills like in the form of communication abilities.
 Communication skills: - On the basis of this it is a significant ability which is desired by
operations administrator in order to create roles and accountabilities( Gupta and et.al,
2021).The reason behind this is that without the usage of efficient communication it is
not likely for operations manager in order to access the activities which takes place
within hospitality industry and solves all related issues.
IT department head: - In relation with this it is another available control through which the
hotel is searching for an individual who has high level of experience in the field of
information technology department and knows how to properly secure the data and
information of all the customers. With regards to this certain skills and abilities are necessary
and are defined below: -

 Problem solving: - It is the crucial skill which is required by information technology
department because they have the responsibility to manage and solve all technical issues
of management with the knowledge of all strong languages.
Review the skills gaps within hotel sector in context with different operational roles
There are diverse type of operational rules like in context with human resource,
housekeeping department and many more in which special abilities are needed by hospitality
sector in order to carry out whole work. It is further mentioned below: -
 Skills gap in hotel industry: - While looking at the current situation the competition level
in the market place is increasing at large scale due to which it is becoming problematic
for many business areas on education and achieve certain goals and objectives within
deadline because of skills gaps. It has also been evaluated that with the escalation in
competition level individuals have to improve their abilities but at the same point of time
the needs of hotels are changing at rapid scale which leads to skill gaps with both staff
members and business sector. In context with the Dorchester hotel they also find out
skills gaps within their industry. For instance, old employees who are already working in
the organization finds it difficult adjust with certain new technologies, digital marketing
and so on.
Impact that skills gaps have on hotel industry and make solution to address skills gaps
Skills gaps created a deep impact on hospitality businesses because they offer broad
overview about all abilities which are significant for the productivity of hotel industry and are
required at priority all the level. On the basis of selected hotel they cannot achieve competitive
advantage without stimulating all gaps. In context with solutions it is being defined below: -
 Training and development programs: - The most crucial solution which can be used by
the Dorchester hotel in order to deal with all skills gaps because through implementing
certain training programs within specific time period it becomes easy for them to
establish knowledge of employees in new ways and initiate all changes.
CONCLUSION
From the above report it has been analyzed that in hospitality industry it is important to
build up effective customer satisfaction through implementing new changes in the organization
and achieve all goals and objectives. Both franchising and licensing have clearly being explained
and it is necessary while making any kind of contract.
REFERENCES
Books and Journals

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Exacerbate the Effects of Abusive Supervision? A Study of Frontline Employees’ Self-Esteem,
Turnover Intention, and Innovative Behaviors. Journal of Hospitality Marketing & Management,
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Ben Haobin, Y., and et.al, 2021. The impact of hotel servicescape on customer mindfulness and
brand experience: The moderating role of length of stay. Journal of Hospitality Marketing &
Management, pp.1-19.
Bianchi, G. and Chen, Y., 2021. Testing effects of hospitality employment on property crime in
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Hospitality and Tourism Management, 46, pp.123-133.
Otoo, F.E., and et.al, 2021. Classification of senior tourists according to personality traits. Asia
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Saito, H., and et.al, 2021. Do personal values matter? The effects of personal values on
hospitality employees’ service climate perceptions. Journal of Hospitality and Tourism
Management, 47, pp.190-201.