Contemporary Hospitality Industry Poster Presentation

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The Contemporary Hospitality Industry

Contents
The Contemporary Hospitality Industry..........................................................................................1
Task A..............................................................................................................................................2
Poster presentation...........................................................................................................................2
Task B..............................................................................................................................................8
Task C............................................................................................................................................15
LO4................................................................................................................................................20
LO3 & LO4....................................................................................................................................22
References......................................................................................................................................24

Task A
Poster presentation
Introduction
The hospitality sector includes the wide categories of service fields like hotels, event
management, lodging, theme parks, cruise line, transportation and other fields of tourism. The
poster includes different sectors of hospitality and functions of the hotel industry.
Different sector of hospitality are such as:

Lodging Accommodation
This hospitality sector includes the features form the attractive and luxurious hotels with the
campground and resorts the factors include comfort and customer satisfaction with effective
services. The hotel industry discussed the factors like suites, resorts and lodging with the
attractive way.
Beverage and Food
The sector categorized service with the effective range and varieties like Catering service
business, Full-time service based restaurant and Quick service for the customers (Calveras, and
Orfila-Sintes, 2019, p.281-291).
Tourism and the travel sector
The sector is fastest growing sector of hospitality and improve the benefits for industry. The
sector included the cruise ships, trains and airlines with the service of the travel industry. The
sector contained both informal and formal traveling with the service.
Entertainment industry
The sector is dealing with entertainment of the customer by including the factors that provided
best entertainment for the clients. For the entertainment of the customers the sector includes
gaming, night clubs and bars that provided best entertainment. The sectors offered marine and
cruise for the customer satisfaction with the hospitality sector (Metaxas, et al., 2019, p.499-524).
Timeshare
This is the effective sector of the hospitality industry that provided vacations and ownership of
the specified place that provided by the industry. It included the private parties and night clubs
for the paid time periods.
Contributes of hospitality industry in national, local and global economy

The industry growing with the rapid range of growth and contributed almost 10% participation in
the economy of World and enhances the growth of country. The sectors of hospitality extend the
market of industry with global level and promote the value of the organization.
According to the analysis tourism sector provided 10.4% contribution in the international and
nation economic growth. The hospitality sector invites the large numbers of tourist that stay in
the country and purchase goods and retail products that provided more source of income in the
local marketplace. According to analysis of 2017 identified that the hospitality industry created
313 millions of jobs in the worldwide area and provided 9.9% employment in local market and
20% jobs within the global market. The sectors of hospitality support the culture and festivals of
the country for the employment and included all factors of local market as the primary and
beneficial factors (Beeton, & Morrison, 2018).

The functional and operational department of hotel industry is discussed in the poster. The
operational department includes Executive front service department that provide information for
the customers. Housekeeping and Maintenance department are the essential department of the
hotel that improved the efficiency of the hotel. Accounting department is provided the
settlement of dues and bill as well as the cost of service with the method of payment. Kitchen
department is contained the different varieties of cooks and food experts that provided various
types of dishes with the multinational taste that improved the trust of the hotel. The functional
department includes the sales and approaches that improve the number of the customers. Security
of the customer is required for the secure environment and created friendly place for the vacation
(Lashley, 2018, p.2018).
The structure of the department is described in the slide with the relationship among the
department of the hotel industry.

Franchising and licensing agreement are used for the growth of the business in the foreign
country with the secure medium. The licensing is the method that provided right for the company
to make changes in the organization and other are not permitted for any change. The other
customers are only right to read the policies of information.
Franchising is the way that provides workplace for the organization in the global market with the
brand that wand to make agreement with the organization and sell their service and goods in the
local marketplace (Self, et al., 2019).
Conclusion
The poster includes the various factors of hospitality industry and the service which are provided
by the different sectors. The main factors of the hospitality are provided customer satisfaction
and improved the economy of the country with the worldwide employment.

Task B
Introduction
Hospitality industry is a customer oriented industry so the success of this industry depends upon
the experience of clients of that particular industry. In hotel industry people with different skill
sets are required for efficient operations. Every role of hotel industry needs some specific skills
for efficient working and in the absence of these skills can impact the industry operations. In this
report skill sets which are required for different roles in hotel industry will be evaluated. In this
report skill shortage and solution of skill gaps will be evaluated in context of hotel industry.
P4 Investigate a range of different operational roles within the hospitality industry.
Hospitality industry includes restaurants, hotels, casinos, pubs, amusement parks, bars and
lodging etc. Operational roles in hospitality include all facilities and services provided to
customers for their comfort and entertainment. Hospitality roles involve face to face dealing with
customers as it includes catering and hotel services mainly. In other operational roles of hotel
management sector involves sales, accounting, marketing, maintenance, development and house-
keeping services etc (Bharwani and Jauhari, 2017).
Executive Level Roles: Executive level roles include heads of different departments, directors,
managers and directors etc as per the size of organization. Executives can be different according
to departments available in firm like Sales manager, marketing manager, catering manager, event
manager and supervisors of different departments.
Management Based Roles: Management based roles include different roles which operates in
management sector including financial management, sales and marketing management, food and
beverage manager and customer services etc. Management based roles has the responsibility of
managing all available resources including financial budget.
Customer Oriented Roles: Customer oriented roles includes responsibilities which are related
to customer attendant. Main responsibility of these people is to maintain the customer
satisfaction level. It includes representative of all departments which has to provide face to face

orientation to customers like waiters, housekeeping people, front desk executives and supervisors
etc (Dedeoğlu and Demirer, 2015).
Administrative Roles: These people should have good communication, interpersonal and
business skills etc. Administrative roles include directors of different departments, back office,
help desk manager, front desk manager, housekeeping managers, maintenance supervisors and
other assistants and managers etc.
P5 Examine the skills required for roles within the hospitality industry and current skills
shortages.
In hospitality industry customers has to be served everyday with different purposes so persons
working in hospitality industry should have following set of skills:
Teamwork Management: Every role in hospitality as well as other industry needs teamwork
management for keeping customers happy and satisfied with the services. For efficient operation
performance every person in team should work effectively with quality services.
Multi-task Handling Capability: Persons working in hospitality industry should be able to
handle multi tasks in a potential and effective manner as these people has to do various jobs in a
day for different departments in the absence of other employees of other departments (Kim, et.
al., 2015).
Flexibility: People in hospitality industry should be able to work in long shifts and on holidays
as well depending on the requirement of industry. There can be over work load in hospitality
industry at the time of holidays and different occasions. Some firms provide extra additional
benefits to the employees for working in extra hours.
Awareness about industry: Working in industry helps to increase experience and knowledge
about the industry and makes them familiar with industry standards, new trends and news etc.
Communication Skills: In hospitality industry people should have good communication skills to
maintain proper communication with unknown customers confidently. Hospitality industry helps
people to develop and improve their communication skills.

Time Management Skills: In hospitality industry every work or job needs to be completed on
time for its efficient operations and for maintaining consumer loyalty and satisfaction.
Problem-solving Skills: Hospitality industry is consumer oriented industry so the people
working in the industry should be able to solve multiple problems quickly. Every client available
within the service area can have any issues which have to be solved effectively and on time for
maintaining client satisfaction and brand image of firm in market.
Inter-personal Skills: Inter-personal skills include social and behavioral skills including
thinking perception, empathy, sympathy, listening, tolerance and negotiation skills. These are the
skills which are required for client servicing and can be gained by interacting with more people.
Danger Awareness: For people working in danger zone should have knowledge of safety
regulations and parameters for handling these situations effectively and on right time. For this
purpose employees of these hospitality firms should be provided required training and course for
handling such activities.
Hospitality skills shortage is a concern of industry which can affect the successful operations of
industry. Following are some shortage of hospitality skills:
Poor Team Performance: In skill shortage lack of team coordination is the biggest concern
which affects overall performance of firm. Underperformance of any one employee of team in
firm impacts the firm performance as hospitality industry is client oriented industry. In service
industry team of firm should have proper coordination for effective performance without any
errors and mistakes as the performance of any one member of group can impact performance of
entire group or firm.
Competition Inability: Hospitality industry should reduce the gap between employees with high
level performance and low level performance by creating competitive environment in firm. Some
hospitality firm offers competitive wages to its employees for encouraging them to work in an
effective and efficient manner. This competitive environment helps firm to attract more skilled
and knowledgeable employees.

M3 Review the skills gaps within the hospitality industry in relation to a range of different
operational roles.
In hotel industry different people works for different departments for efficient and effective
operations and to maintain better client satisfaction. There are different operational roles in hotel
industry which requires different skill sets. Skills which are required for hotel industry can be
classified into different categories including industry oriented skills, general skills and other
competitive skills. Hotel industry involves administrative skills, management skills,
communication skills, sales and marketing management skills, resource allocation and
monitoring skills, problem solving skills etc.
Skills Required for Manager Level Roles:
 Ability to maintain better relationship with clients
 Handling all complaints and queries of clients efficiently
 Promoting new services offered by industry
 Leadership Qualities
 Ability of providing training to other junior and newer staff members
 Communication Skills
 Ability to resolve all queries faced by clients of firm
 Supervisory Skills
 Time Management Skills
 Hiring of new Employees in accordance with requirements
 Decide responsibilities and roles of employees and guide them according to that
 Abilities of business expansion
Skill Gaps:
 Inadequate ability to resolve client queries
 Lack of presentation skills, management skills
 Lack of time management skills
 Lack of client handling abilities
 Insufficient and inappropriate knowledge of industry