Comprehensive Report: Hospitality Industry and Hotel Hilton Operations

This report provides an overview of the hospitality industry, emphasizing its customer service focus and dependence on disposable income and leisure time. It explores various business segments within the industry, including food service, hotels, event management, travel and tourism, and luxury services. The report details the operational and functional d...Read More

TITLE- HOSPITALITY MANAGEMENT
INTRODUCTION
Hospitality industry has major focus on customer service. Hospitality sector highly
depend on disposable income of person because these service are give luxury
experience not fulfillment of essential need. These service also effected by leisure
time of customer, it means an consumer only go to avail these guest service when
he has time, which he can invest for mood change and fun. This study provide
information about different business of hospitality industry. Study also show Hotel
Hinton's operational and functional department 's arrangements to provide the best
customer service of it. Study give awareness about contribution of hospitality on
country. to is the best hotel in the world,
Hospitality serve is confused by hotel and restaurant only, but
hospitality industry now have so many business which have only
common factor that is service, but these service are related with
different experiences.
Food service- Nutrition with sensuous taste of food is speciality
of meal provided by restaurants. Food service industry also
do facilitate catering service in which food is prepared
according to customer demand and for special purpose. quick
food service provides fast food. Hotel Hilton has The
Cocktail Club HUGH which give lavish experience of having
wine.
Hotel- customer get guest service like food, spa, comfort in these
hotels. Suits provide more luxurious experience. Where
lodging service are given to those customers who travel for
long distance and they just need a place to take rest. Resort
are more close to nature, it gives a fresh feeling between
engaged life. Hotel Hilton have Business rooms, family room
and even room for groups (Fraj, Matute. and Melero, 2015)
Event management -
Event management service offer give decoration service for
particular events like marriage, birthday part, anniversary, festival
arrangements, business meeting and awards are arranged by now
professionals.
Travel and Tourism- Tourism is completely for fun,
entertainment and pleasure. It's a business in this respect. People
who are passionate for travelling and love to travel can freely visit
to the agents who provide services for hotel industry and all.
Luxury Service-
The hotel industry provides luxurious services and facilities to
those who are haves. Hotel Hilton is the one that provides
luxurious services and facilities to all the tourists.
Range of operational and functional departments within Hilton hotel are:
Finance department: Every hotel business needs a finance department to track
expenses and revenue so that they can make some twist and adjustment in business
as necessary. It has revenue centre is which sells goods, services or product to the
customers and support centre do not generate revenue directly but provide then
important backing for revenue centre.
Human resource department: HR department in a hotel serves very important
role in recruitment of employee, training them and benefiting administration. They
do not serve any customer nor do they bring business to hotels still has a very
important role in hotel business.
Room Division: It is a department, which provide guest service who are expected
to stay in hotel. It may include porter, housekeeping and sometimes back and front
office as well. These all are under control of manager of room or Room-division
manager.
Engineering and maintenance Division: This department supervise maintenance
or any operational work or repairing any hotel facility or tools or equipment. If
any technical issue occur it has to solved by this department. Like in Hilton hotel
they have a completely different department of engineering and maintenance
division.
Kitchen department: If a full service hotel provide room service or dinning
service then without kitchen staff it becomes difficult for hotel staff to meet all
their need without a proper kitchen staff. Some hotels like Hilton also needs
catering team for conference rooms.(Ku, 2014.)
There are many different operational roles within a hotel few of them are explained
below:
Room-division manager: They are the persons who supervise all the employee
working in different areas of the Hilton. They supervise room availability, make
monthly plans, and maintain staffing responsibility.
Front office manager: They are persons who uses available resources keeping in
mind their limitation to achieve hotels objectives. They should have the knowledge
of how to coordinate organize and control different aspects of business.
Front office cashier: They are the persons who manage accounting cycle of all the
guest. They need to check all the cash responsibility of transactions made for or
from front desk. (Ruetzler and et.al., 2014)
Hospitality industry deals with more dynamic business culture, this industry demand
skills which can help in maintaining interpersonal relation, because this industry has
only focused for customer satisfaction.
Managerial skill-
Hospitality industry all deals with service only, so management of service like
on time service delivery of service, maintain quality for service are required high
professional management skill. Hotel Hilton give best training to its food and beverage
staff ,hotel staff and operational staff so that service deliver standard will not hamper
due to lack managerial skills.
Communication skill-
An individual who is working in hospitality service has to deal with human, he
has perfect soft communicatio skill, language knowledge so that he can tackle
customer from different country and region. Hotel Hilton appoints a linguistic manager
who know different language so that customer can communicate without hesitation in
his own language.(Pratt, 2015.)
Analytical skill-
This industry require research about customer preference choice and market
trend so that service give maximum satisfaction to customer. Hotel Hilton customize
its room and food after analyse the customer choice only.
Flexibility-
Flexibility is most critical element of this industry because it has uncertainty
element attach with. For instance hotel Hilton has some reserve room in case of large
customer arrival. Tour and traveller agency also changes their tour service according to
weather condition and market and economical condition. A hospitality service
organisation can change its work with political, economical, social factor and
environmental factor.(Zervas, Proserpio. and Byers, 2017)
Economy of any country consist employment , infrastructure, education level etc.
hospitality industry touch all the aspect of economy, which is given below.
 Hospitality businesses deal with human by human so it has huge demand
of human capital which create employee opportunity in nation for instance-
waiter, tourist guide, helper in event management, etc.
 Tourism industry bring income by foreigner like money spend by tourist for
shopping which give income to local shopkeeper , transportation providers and
entertainment . Tourist use hotel for stay which generate income for hotel,
restaurant and monuments.
 Hospitality industry help government to maintain foreign currency reserve
by facilitate tourist .(Zervas, Proserpio. and Byers, 2017)
 Establishment of new hotel, airport, help in build infrastructure nearby.
Tourist also a reason that grab government's attention to develop infrastructure
facility.
 FDI can be increase when tourist find better business opportunity while
tour.
 Relation between two countries are become hoarmines when they get to
visit, which help in cross cultural exchange, eventually countries made up
strong trade relations.
 Domestic hospitality service also contribute in provide education and
vocation course according to their business requirement, which increase
education level in country and employment rate as-well.
 These service increase the living standard of countries population, also
increases the demand of customer.
Agriculture sector, furniture industry, steal industry and other sector indirectly
benefit when these business has to avail raw material from these stake holder.
(Mason, 2015
Conclusion
From the above study it has been concluded that hospitality
industry is now playing a cultural role in develop an economy. So
it is important for government to focus on ease on doing facility
because and this industry have huge growth and employment
potential. In hospitality organization front desk manager have
important role because he is responsible for arrangement which
enhance the customer satisfaction.
Fraj, E., Matute, J. and Melero, I., 2015. Environmental strategies and
organizational competitiveness in the hotel industry: The role of learning and
innovation as determinants of environmental success. Tourism Management. 46.
pp.30-42.
Ku, E.C., 2014. Functional integration and systems implementation of customer
relationship management in hotel industry: A multilevel analysis. International
Journal of Information Technology & Decision Making, 13(01).pp.175-196.
Mason, P., 2015. Tourism impacts, planning and management. Routledge.
Pratt, S., 2015. The economic impact of tourism in SIDS. Annals of Tourism
Research. 52. pp.148-160.
Ruetzler and et.al., 2014. Perceptions of technical skills required for successful
management in the hospitality industry—An exploratory study using conjoint