Report on the Contemporary Hospitality Industry: Analysis and Trends

This report provides a comprehensive analysis of the contemporary hospitality industry, examining its current scale, scope, and diversity, including its contribution to the UK economy and the various types of businesses within it. The report explores the organizational structures of different hospitality organizations, using Hilton International as a key example. It also assesses the roles of hospitality-related organizations and professional bodies. Furthermore, it discusses staffing requirements, roles, and qualifications within the industry. The report also delves into operational, managerial, and legislative issues affecting the hospitality sector, along with its current image. Finally, it explores potential trends and developments within the industry and analyzes their potential impact. The report is well-structured, covering various aspects of the hospitality sector, from organizational structures to emerging trends.

Contemporary Hospitality
Industry
1

Table of Contents
INTRODUCTION..............................................................................................................................3
TASK 1...............................................................................................................................................3
1.1 Current scale, scope and diversity of the hospitality industry.................................................3
1.2 Organisational structure of different hospitality organisations................................................4
1.3 Role of hospitality related organisations and professional bodies...........................................4
TASK 2...............................................................................................................................................5
2.1 Staffing requirements of different hospitality businesses........................................................5
2.2 Roles, responsibilities and qualification requirements for hospitality staff............................6
TASK 3...............................................................................................................................................7
3.1 Operational, managerial and legislative issues resulting affecting the hospitality industry. .7
3.2 Current image of hospitality....................................................................................................8
TASK 4...............................................................................................................................................8
4.1 Potential trends and developments in hospitality. ..................................................................8
4.2 Impact analysis for the predicted trends and developments....................................................9
CONCLUSION:...............................................................................................................................10
REFERENCES:................................................................................................................................11
2

INTRODUCTION
Hospitality industry has evolved as biggest source of revenue generation in different
economies of the world. It has supported many outsourcing companies and is an independent
sector in various nations (Boellaard, and et.al., 2015). It is a crucial part of travel and tourism
sector. Around 2 million people are employed in UK in this sector that proves that this is a major
source of employment. It mainly depends on confidence of consumers and business sentiments.
There has been an immense pressure in Europe after Euro zone crisis, which needs to provide
value-added and better services to their end consumers. Thus, this report mainly illustrates
diversified structure, scope, staffing requirements and complete analysis of Hilton International
and its development.
TASK 1
1.1 Current scale, scope and diversity of the hospitality industry
Value services and support are provided by Hilton International to different countries from
hotels to restaurants. Corporate hospitality, leisure venues, sports events, travel, business and many
more industries are considered. Existence of females in this sector is perhaps 62% of the total
workforce which is quite appreciable. Traditional hospitality firms like restaurants and hotels are
widely assisted by this sector. Young workers of 30 years of age are employed in Hilton. In near
future, British Hospitality Association (BHA) has predicted around 300,000 fresh jobs for
youngsters which is a boom for upcoming society. Contract catering, pubs, bars, accommodation
are some businesses included in this sector (Deng and Shen, 2015). Various medium and small
industries are also running in UK.
Currently, UK's economy is quite reactive by nature and its economy is facing tough times.
However, in future it will see enormous growth instead of slow and sluggish development. Hilton
has made many planning in other countries and will launch 30 new hotels in UK in coming years.
Many projects of around 89 are under construction in which some are pre- planned and planned.
Planned projects are around 28 in number and pre-planned are 14. Hospitality can be categorised
into many fields of service industry including theme parks, cruise line, event planning and lodging
and is considered as free-standing business. Canteen food and contract development has developed
its services to wide range which employs 1.8-2.4 million people in UK. Hilton has 120
3

establishments and its portfolios include upscale full service, luxury, focussed and spanning
upscale service. Its diversification is key to its growth and development.
1.2 Organisational structure of different hospitality organisations
Hilton International cab is a good example for showcasing the organisational structure. It is
hierarchical in nature and is divided into many sections like ownership division, franchise and
management division and timeshare division. It is massive size and serves and serves around 140
million guests. It has sub-categories for running operating various departments and is sophisticated
and possesses enhanced facilities for satisfying their customers. Halls and best-sized conference
suites are available for business meetings and gatherings (Rezaei and Shahijan, 2017). For business
class a presentation has been maintained in a proper way. Room division Manager resides at top
and under it three sub-divisions of front Office, Reservation and Guest Relationship Manager are
there. Entire department is managed by Room Division Manager. All complains are sorted are
heard in this departed. Customers rely on it and all its request are managed here. Providing good
services is the main responsibility of it so that customers repeat their visit.
Guest Relation manager maintains Guest service coordinator. Full department of assistant
manager and senior reception is handled or governed by front office manager. Lastly lower
receptionist activities are administered by its head. Phone records of all customers are maintained
by reservation officer. On the other hand, organizational structure of Wilton theme park is
inspiring and manageable. On the top, Chief Executive handles the department and below it
finance director exists which handles all financial practices of theme park. Legal issues and
problems are sorted under the department of Chief Executive Officer. It takes responsibility of all
judicial matter. HR team is managed by finance department which plays an important role in hiring
qualified and skilled staff (Johnes and Johnes, 2016). It looks that proper coordination is
maintained so that goals can be achieved by the members. All types of bills and accounts of theme
park are handled by accounts department efficiently.
1.3 Role of hospitality related organisations and professional bodies
Many professional bodies are assessed under hospitality sector. This can be described with
examples like British Institute of Innkeepers, The British hospitality Association, Springboard UK
and People 1st.
Springboard UK: Young people, unemployed and individuals are supported by springboard UK.
It mainly looks after person who receives fewer advantages in employment. It helps in moving up
4

their career. All types of development in colleges, schools and universities are performed by it.
Sessions and programs relevant to education are practised so that students get advantages from
these various types of activities. Meeting the demands of corporate social responsibility is also a
responsibility of Springboard and it activates human resource development. Learning and teaching
are some fields of it. It emphasizes on education to much extent. Various sources are provided by it
to groom students mentally.
British Hospitality Association: It comes under professional bodies as well as organisations
related to hospitality sector (Nazarian, Atkinson and Foroudi, 2017). It plays vital role in
promoting brands and directors across restaurants, hotels, interest of operators for visitor's
attraction and helps in promotion of clubs. Almost 40.000 hotels, service apartments, food services
and other activities are included in it. This is all for leisure and pleasure for customers.
People 1st: Enfranchisement of colleges can be achieved through this professional body. It
delivers training so that its practices and sessions can be properly justified. New job opportunities
and information are also spread by it. Growth plans of local and regional organizations can be
promoted through it.
British Institute of Innkeepers: Professional standards are supported by it. Employees are
represented and valued for their work in different industries which in turn increases their morale
and strength.
TASK 2
2.1 Staffing requirements of different hospitality businesses
Assessment of staff requires high variation in various organizations. Their roles and
responsibilities are equally distributed in business. Staff coordination is mainly required in
travelling services, accommodation, food services and other departments.
. Complete food service department takes responsibility of proper training and serving quality wise
food. These practices are performed for high class chefs. General staff is administered by normal
chef and head cooks (Li, Zhang and Cai, 2016). Continuous supply of food is ensured by food
service staff which also prepares trendy menus for customers (Nazarian, Atkinson and Foroudi,
2017). They should be experienced and qualified in all respects in order to fulfil the needs of
customers. Accommodation of customers is must and they should be departed to their destination
safely. Different items and linens are refilled in the rooms. Health and safety are two major
5

features that are focussed by the hotels. Cleanliness of hotels and providing hygienic food are the
prime factors which are noticed by customers. This point should be underlined by housekeeping
staff. Front desk management is also very important as all guest makes their appearance at front
office firstly. In this sector, travel agent plays crucial role in handling operational and central part
of hospitality industry. Amazing trips are organized by this department. Overall planning is done
and all information is updated through websites or electronic devices to customers.
All these aspects have to be performed in proper way else customers carry problems at
each and every moment of time in near future (Ban and Ramsaran, 2017). Clear relationship
between staff and csutomers should be there so that peaceful and healthy environment can be
maintained. This department involves leisure part, recreation and entertainment activities widely.
Thus, travel agency is directly dependent on this sector.
2.2 Roles, responsibilities and qualification requirements for hospitality staff.
Hilton is very responsible regarding its duties and tasks in hospitality sector. It performs all
required activities and follows each and every bit of action to satisfy and retain customers.
Coordinating with departmental operations, supervising maintenance, customer service, managing
budgets are some important roles and responsibilities of staff members. To excel business these
core business responsibilities have to be performed in proper manner. Staff implements the best
customer service which guarantees repetition in customer visits and provide assurance. This
requires training of staff is critically important part(Felton and Harrison, 2017). Commerce
background is needed for staff recruitment and primary concentration is given on profitability of
business. They should be well-educated and carry an associate degree with them. Hilton's staff
have strong organizational, interpersonal and administrative skills. Inventory should be managed
and ordered at right time. Knowledge of complete stock should be there. There should not be any
type of inadequacy in services provided. Interest should be shown by the selected staff in respected
fields. Age group of members should be above 16 and their education should be completed. Staff
should support and coordinate effectively and so duties are performed accordingly. They must take
rounds on grounds to see customer needs and should fulfil them on time. They must be awaken and
ready all time to listen customer's grievances and front office department should update them with
current trends of hotels and with upcoming new foods and services. Punctuality and discipline
matters the most. They should be reliable in their working hours with employers and other team
6

members. All these features attract more customers and increase their reputation in market. It also
helps hotel to survive in competitive world which raise branding criteria in the eyes of customers.
TASK 3
3.1 Operational, managerial and legislative issues resulting affecting the hospitality industry
Operational issues:
In various communities hospitality sector is not grown up. Its blow can be seen in business
due to labour scarcity which becomes complicated. It can be further resolved through contracting
labour power in international hospitality business which remains constant with the International
Society of Hospitality Consultants (Simpson and et. al., 2018). It grades global matters and
assemble them accordingly. Managers of Hilton have to face extra burden regarding functional
operations and observe price reductions but it doesn't influence views of visitor's price. Huge
amount of accessible hospitality rooms are available to charge them. This results in price cutting
from the competitive organizations which also offers extra services.
Managerial Issues:
Various occasions are short-lived which directly affect travellers demand to comprehend
provisional and temporary outcomes. It is not necessary that long sufferings effect these issues
such as terrorism, germs, volcanic eruption are things which are not endured. Globalisation has
effected market and increased entrance of many other organization in developing nations. It has
brought remarkable change in the economic system. Brexit have some positive and negative points
and effected economy in UK. Demand of chefs have increased and more work is available fot
them if EU nationals are capable to work.
Legislative Issues:
Legislative issues large amount of employers in hospitality management. Hygiene
regarding food and cleanliness of hotels should be focussed. Emergence of allergy began during
90's, therefore maintaining public health is significant factor in various nations (O'Shannessy and
Minett, 2016). Quantity is expanded and food is properly processed for the development of
industry which resulted in the existence of some national regulatory administration framework.
Smoking Prohibition Act is also required for healthy and safe environment. Hilton's manager
needs to be adhered towards law providing information to people regarding ban on smoking.
7

3.2 Current image of hospitality
Present image of hospitality sector can be measured by considering the effect of media
exposure and customer's focus towards hotels. Proper functioning of hotel depends on arrivals of
customers and the way their demands are fulfilled. Their focus should be considered and hotels
should go beyond expected demands. One of the most important factor that has to be underlined is
that communication skill is very important. It has to be acknowledged by every single human
being. It is the root of healthy relationship between customers and hotel staff. Treating them with
respect and dignity is prior responsibility of every staff member(Deery and Jago, 2015). Moreover,
this sector has diversified in various countries. It acquires different culture and thus attracts more
customers. International hospitality organizations have adopted strategic planning due to
globalisation.
Hilton keeps eye on its present status and future trends. It is optimistic and its economic landscape
is progressing due to which customers will look for simple, comfortable yet high-quality
experience. It capitalizes opportunities to stay ahead and focussing on content marketing and
renewing property websites. For attraction of customers social media is now at epitome. People
compare views and tries to read before visiting any hotel. Therefore, to get an edge over
competitors efficient online persona is necessary. Twitter and Facebook accounts draws tourist
attraction and strengthen relationship with them. Desktops and laptops are replaced by
smartphones and customers like to pay online. This sector has increased employment rate by 3.5%
and positive signs can be seen in provincial market which have noticed 5.5% increase in average
room rate as compared to March 2009. Thus, according to TRI provinces are developing.
TASK 4
4.1 Potential trends and developments in hospitality.
Trends and developments can be described by focussing on the features of hotel sector of
hospitality management and industries of food and beverages. Customer service is the prime factor
of this management system. Sometimes when conclusions go wrong then it is assured that hotels
face hard-bitten times (Sloan, Legrand and Hindley, eds., 2015). Currently, if technological factors
are considered then advancement has taken place to much extent. Potential travellers embark
photos and videos on Instagram and Facebook and share them with their relatives. Capitalization
has increased through mobile applications as mobile phones and social media are now inseparable.
8

Thus, in future digital technology will play crucial role in marketing of these hotels. Another
important feature is providing processed and quality wise food to customers on actual time. Any
delay in time generates complains regarding management system of it. It is a consistent process
and food should be delivered with respect. Marketing strategies are applied as competition is
increasing (Rauch and et al ., 2016). A bit of carelessness can divert the way of customer and
result decline in business. Currently, online they have many new options so its the prime
responsibility of manager to retain them and support as well. Clubs, spas, playgrounds, halls
should be made for general and business class. As youngsters are mainly engaged with online
media so all types of innovative delicacies and services should be updated by hotel managers so
that people avail their opportunities. Trendy rooms, air-conditioner halls, proper parking areas
should be displayed on websites.
4.2 Impact analysis for the predicted trends and developments.
In order to consider impact analysis with predict trends and development, it is important to
focus on customers' demand and requirement. In Hilton hotel, there are several elements exist that
assists to promote significant advantages in the company. On the basis of customer needs and
requirement, it has been seen that hotels provide services to them. Luxury hotels equipped from
2010 with world class infrastructure. Chosen enterprise offers lodging and dining experience to
expand and catering to primarily classes (Stringam and Gerdes, 2017). On the basis of budget,
company able to deal with products and services to meet their effective results. Recent
development activities in UK ascertain with advance and digital consideration. In today's time
accommodation option assist to extremely diverse unique results to make proper concentration on
market demand and requirement. In order to look towards GDP growth, around 1.5% total people
using luxury services provided by the Hilton hotel.
The chosen company has also advantages to make unique results with provide luxury
activities at royal places. Five star deluxe hotels also assists to take several steps that boost travel
and tourism that benefited to country. On the basis of past years performances, it has been seen
that growth has been taken to consider more responsive and effective with make several changes in
competitive and complex global market (Romanova and et.al., 2016). Over the past several years,
it has been seen that British Hospitality Industry face several challenges that sluggish economy and
continued squeeze on real household activities. On the basis of recent budget statement, it can be
stated that government spend meeting and conference that create impact on B to B market. Hence,
9

Hilton hotel need to take certain policy decisions that are depends on certain evidence. (Carpenter
and Kedia, 2016) Furthermore, from past several years it has been seen that new forms of
communication initially consider and recognise possibilities outcomes that offers in different
sector.
CONCLUSION:
Finally, it is concluded that hospitality sector plays a major role in economy of UK. Hilton
is very effective in managing its task and performs its duties thoroughly towards customers. It
satisfies its customers by providing quality wise services and uses digital technology to book its
customers online.
10

REFERENCES:
Boellaard, and et.al., 2015. Quality control for quantitative multicenter whole‐body PET/MR
studies: A NEMA image quality phantom study with three current PET/MR systems.
Medical physics. 42(10). pp.5961-5969.
Deng, C.Q., Li, M. and Shen, H., 2015. Developing a measurement scale for event image. Journal
of Hospitality & Tourism Research. 39(2). pp.245-270.
Rezaei, S. and Shahijan, M.K., 2017. Apps in Hospitality and Tourism: Conceptualization of
Branded. Apps Management and E-Commerce Transactions in Real-Time. p.210.
Johnes, G. and Johnes, J., 2016. Costs, efficiency, and economies of scale and scope in the English
higher education sector. Oxford Review of Economic Policy. 32(4). pp.596-614.
Nazarian, A., Atkinson, P. and Foroudi, P., 2017. Influence of national culture and balanced
organizational culture on the hotel industry’s performance. International Journal of
Hospitality Management. 63. pp.22-32.
Li, M., Zhang, H. and Cai, L.A., 2016. A subcultural analysis of tourism motivations. Journal of
Hospitality & Tourism Research. 40(1). pp.85-113.
Ban, J. and Ramsaran, R.R., 2017. An exploratory examination of service quality attributes in the
ecotourism industry. Journal of Travel & Tourism Marketing. 34(1). pp.132-148.
Felton, K. and Harrison, G., 2017. Supporting inclusive practicum experiences for international
students across the social sciences: building industry capacity. Higher Education Research &
Development. 36(1). pp.88-101.
Simpson, A., Phillips, K., Wong, D., Clarke, S. and Thornton, M., 2018. Factors influencing
audiologists’ perception of moral climate in the workplace. International journal of
audiology. 57(5). pp.385-394.
O'Shannessy, V. and Minett, D., 2016. The road to hospitality: Skills for the new professional.
Cengage Australia.
Deery, M. and Jago, L., 2015. Revisiting talent management, work-life balance and retention
strategies. International Journal of Contemporary Hospitality Management. 27(3). pp.453-
472.
Sloan, P., Legrand, W. and Hindley, C. eds., 2015. The Routledge handbook of sustainable food
and gastronomy. Routledge.
11

Rauch, E., Damian, A., Holzner, P. and Matt, D.T., 2016. Lean Hospitality-Application of Lean
Management methods in the hotel sector. Procedia CIRP. 41. pp.614-619.
Stringam, B.B. and Gerdes, J.H., 2017, October. The Automation of Service in the Hotel Industry.
In Global Conference on Services Management (GLOSERV 2017)
Romanova, G., Maznichenko, M. and Neskoromnyh, N., 2016. Systematic Approach to the
Goalsetting of Higher Education in the Field of Tourism and Hospitality. European Journal
of Contemporary Education. 17(3). pp.344-356.
Carpenter, T. and Kedia, A., 2016. Sustainability: Mitigating a waste epidemic. Corporate Real
Estate Journal. 5(2). pp.122-134.
12