Unit 1: Contemporary Hospitality Industry Analysis and Evaluation

This report provides a comprehensive overview of the contemporary hospitality industry, examining its diverse sectors, including food and beverage, travel and tourism, accommodations, and recreation. It delves into the products and services offered, highlighting the importance of customer satisfaction and the industry's reliance on disposable income. The report analyzes the operational and functional departments within a large hospitality organization, using the Sofitel Legend Metropole Hanoi as a case study, and provides an organizational chart to illustrate interdepartmental relationships. It evaluates the industry's contribution to the local, national, and global economies, discusses the influence of franchising and licensing agreements, and assesses skills gaps at operative, supervisory, and management levels, proposing solutions to address these shortages. Furthermore, the report analyzes communication, coordination, and monitoring methods to support organizational objectives and strengthen the value chain within the context of the Sofitel Metropole Legend Hanoi, concluding with a review of the hotel's various restaurants, bars, and entertainment offerings.

UNIT 1: THE CONTEMPORARY HOSPITALITY INDUSTRY
INSIGHT INTO THE HOSPITALITY INDUSTRY
Prepared by: Pham Anh Thu
Preparation for Pearson BTEC Level 4 Higher National Certificate in Hospitality
Management
Lecturer: Henry Ngo
12nd December 2021
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TABLE OF CONTENTS
1.1.0 An overview and explanation of the different sectors of hospitality and the
diversity of the products and services they offer 4
1.1.1 Overview of hospitality industry: Introduction of hospitality industry 4
1.1.2 Difference types of hospitality 4
1.1.3 The diversity of the products and services 5
1.1.4 An overview of Sofitel Legend Metropole Hanoi Hotel 6
1.1.4.a Restaurant 7
1.1.4.b. Entertainment : Bar, Spa, … 7
1.1.4.c. Meeting and Events 8
2.2.0 A review of at least 2 operational and 2 functional departments within a large
hospitality organisation providing an organisational chart to explain the interrelationships
between the different departments 9
2.2.1 There are 3 Operational Department which is Front Office, Housekeeping and Food &
Beverage in Sofitel Legend Metropole Hanoi 9
2.2.2 There are 3 Functional Department which is Engineering & Maintenance Department,
Sale & Marketing Department,Human Resources/ Talent & Culture Department and
Accounting Department in Sofitel Legend Metropole Hanoi 11
3.1.0 Evaluation of the contribution to the local, national and global economy 12
4.1.0 An analysis of how franchising and licensing agreements have influenced global
development and contributed to the economic worth of the hospitality industry 14
4.1.1 A review of at least 2 operational and 2 functional departments within a large
hospitality organisation providing an organisational chart to explain the interrelationships
between the different departments in Sofitel Metropole Legend Hanoi 15
5.1.0 A review of the skills gaps and shortages at operative, supervisory and management
levels in different sectors of the hospitality industry. Analyse how these skills gaps impact on
hospitality businesses. What valid solutions do you suggest to address these skills gaps? 15
5.1.1 Skilled labour 16
5.1.2 Unskilled labour 16
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5.1.3 Hospitality Skills Requirement 16
6.1.0 A critical analysis with justified recommendations of how different methods of
communication, coordination and monitoring can support an organisation to achieve
organisational objectives and strengthens the value chain by making reference to Hanoi
Metropole Legend Sofitel 17
6.1.1 Communication that can support an organisation to achieve organisational
objectives 17
6.1.2 Coordinating that can support an organisation to achieve organisational
objectives 19
6.1.3 Monitoring that can support an organisation to achieve
organisational objectives 21
References 25
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1.1.0 An overview and explanation of the different sectors of hospitality
and the diversity of the products and services they offer
1.1.1 Overview of hospitality industry: Introduction of hospitality industry
The hospitality sector encompasses a significantly larger range of activities than most
other industries. Although the majority of business niches are made up of only a few
companies, this industry encompasses practically any firm that is focused on customer
pleasure and addressing recreational demands rather than essential necessities. While this is a
fairly wide business, there are certain key characteristics to be aware of.
Customer satisfaction is one of the industry's most distinguishing characteristics.
While this is true in practically every industry, this one relies exclusively on satisfied
consumers. This is due to the fact that these companies are centered on offering high-end
services. A basic service that people require, such as food or clothes, is provided by very few
hospitality firms.
The industry's reliance on disposable income and leisure time is another
distinguishing feature. As a result, the bulk of these establishments cater to visitors or
wealthy consumers. If disposable income falls as a result of a slowdown or recession, they
are frequently the first firms to suffer, since clients will not have the spare cash to enjoy their
services.
A hospitality business, such as an eatery, lodging, or entertainment complex, is made
up of units such as building services and operations department (servers, housekeepers,
porters, kitchen workers, bartenders, management, marketing, and human resources, etc.).
The hotel sector is a multibillion-dollar business that relies on free time, disposable
cash, and total client pleasure. Food and beverage, travel and tourism, housing, and recreation
are the four segments of the hospitality business.
1.1.2 Difference types of hospitality
a. Food and Beverage
The food and beverage sector, abbreviated as F&B in the industry, is the largest
section of the hospitality business.
The food and beverage business is projected to provide 50% of all meals consumed in
the United States today. It includes businesses that specialize in preparing meals, snacks, and
drinks for consumption on and off the premises. When a restaurant is part of a hotel, the
services it provides may improve the visitor experience by delivering exceptional cuisine and
top-notch customer service.
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It can work in conjunction with other companies, such as bowling alleys or movie
theaters, to create a symbiotic relationship.
b. Travel and Tourism
Travel and tourism are industries that deal with transferring people from one location
to another. The travel industry includes buses, taxis, aircraft, ships, railroads, and other
modes of transportation.
Leisure travel refers to spending money on hotel, food, and leisure while on vacation,
whereas business travel refers to spending money on lodging and food when traveling for
work. While on a work trip, some people also spend money on recreation.
Tourism's primary purpose is to encourage people to travel. People spend money on
hospitality when they travel, whether for business or pleasure.
c. Accommodations
Lodging is defined as a place to stay for a period of time or a bed to rest for one or
more nights. The lodging sector includes fancy hotels, youth hostels, senior hostels,
campsites, motels, and other enterprises that provide a place for people to sleep overnight.
Frequent flyers, recreation travelers, long-stay tourists, backpackers, and unique
passengers, such as those working for the government, airlines, or army, are among the other
market segments addressed by hotel companies.
d. Recreation
Recreation is defined as any activity that individuals engage in for the purpose of rest,
relaxation, or enjoyment. Recreation is intended to revitalize a person's body and mind.
Recreation is any company that provides activities for rest, relaxation, and enjoyment in order
to replenish a person's body and mind.
The leisure industry includes entertainment firms that give shows such as movies or
theaters, attractions that are locations of special interest for visitors such as zoos and
museums, spectator sports, and participant sports.
1.1.3 The diversity of the products and services
Commercial service includes restaurants with full services, catering & banqueting and
drink establishment.
The commercial service was an unique and independent industry that included
largescale food, beverage and lodging supply. Commercial hospitality existed for people who
did not have a connection of personal hospitality or who did not get governmental
hospitality.,
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Quick-service restaurants are one type of commercial food service business. They
have frive-through outlets like McDonalds, KFC,… outlets within the retail shop and the fast
food dining. For example, the basic type of quick-service restaurant like McDonalds before,
we could see the process of making food quickly and smoothly, replace worker by the
machine and make it complete just around a few minutes and serving by self.
Restaurants with full service for example is fine-dining restaurant, it provides food
step-by-step and serving from the beverage to food and make sure the customer understand
the meals they are having. Moreover, they will explain the process and the original of the
product and how they made it become a very tasty dishes.
Catering & banqueting is including catering companies, conference center, wedding
hall, festival dining coordiator. For instance, the wedding venues is including light meals with
drinks like champagne before the principal meals. Besides, the catering will offer the product
and services in some special event such as birthday, family gathering or occasional party.
Food service at hotel and nightclubs is known as the drinking establishments Some
place having the drinks such as alcoholic beverage will also including entertainment or food
as well. For example, some pub will have DJ with alcohol serving and entertainment such as
dancer,…
The non-commercial Food and Beverage outlets are institutional food service and
accommodation food services.
Institutional food service can be defined as entities that provide meals at institutions
including schools, colleges and universities and hospitals, as well as correctional facilities,
public and private cafeterias, nursing homes and day-care and senior centers. Moreover, it
includes cruise ships, airports and transport terminals.
Accommodation food services are the dining and entertainment in hotels and
moreover are served in room. For example, when a customer is too lazy to go to the
restaurant or it is not the right time that the restaurant open, the customer could order foods
serving in room. Or the breakfast in bed is quite popular that the customer does not have go
out of bed for finding food downstair like usual. They could order food before.
1.1.4 An overview of Sofitel Legend Metropole Hanoi Hotel
The Sofitel Legend Metropole Hanoi Hotel is a five-star luxury hotel at 15 Ngo
Quyen Street, near Hoan Kiem Lake and the city's Opera House, about 33 kilometers from
Noi Bai Airport. The Sofitel Metropole Hanoi is built in the European indochina style
architecture.
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Based in 1901 in Hanoi, Grand Métropole Hotel now becomes Sofitel Legend
Metropole Hanoi which is an elegant hotel that brings a lot of history. The hotel had been
stayed by a huge important person such as ambassador, Prime Minister, entertainment stars,
and mostly serving foreign tourists.
● Sofitel Legend Metropole Hanoi has full spa therapy, outdoor pool and health club.
● Customers can access high speed internet wired and wireless free public areas,
besides their computers serving customers right in hotel premises.
● This five-star famous hotel has facilities to serve the needs of the world and
conference such as: central office services, small meeting room and car luxury.
● Utilities services including: terrace, spa tub with a small fee customers can use shuttle
services including airport shuttle at scheduled time and pick-up service station.
● Accommodation.
There are 364 rooms equipped with air conditioning at the Sofitel Legend Metropole
Hanoi including security safe and minibar. (cotton blanket, feathered blankets, premium
bedding, free wireless high speed, LCD televisions, ...) which are: New Opera Classic zone -
neck Metropole Area Metropole Classic Deluxe, Neck Metropole Classic Suite zone, Neck
New Opera Opera Suite zone, Deluxe Suite zone, New Opera zone
1.1.4.a Restaurant
Le Beaulieu French Restaurant (serving excellent cuisine of the French):
● The award-winning restaurant Le Beaulieu has been a go-to destination for
more than a century, renowned for its superb French food, precisely
articulated in flavor and presentation. for the greatest Sunday meals and
sophisticated party evenings Our impressive wine menu, hand-picked by
talented wine experts, will delight wine connoisseurs.
● Le Beaulieu was Hanoi's first French restaurant, opening in 1901. The subtle
yet warm flair of classic Parisian restaurants is reflected in interior design
features such as marble flooring, pillars, and other contemporary furnishings,
resulting in a unique blend of Indochinese influences and French elegance.
Angelina - Italian Steakhouse Restaurants
● Angelina is the place to be if you want to share your enthusiasm for famous
whiskeys, cocktails, and specifically prepared beverages. Angelina Jolie's
design has its own distinct personality. The ground level features a bar with
leather and wood furnishings as well as an attractive atrium.
● Angelina is a great spot for individuals who want a lively atmosphere since it
brings together professional local DJs as well as well-known international DJs
on a regular basis.
Spicy Restaurant
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● With a hint of French flavor, traditional Vietnamese cuisine becomes more
sophisticated. Start your culinary trip with the delicacies of Hanoi Old Quarter
cuisine, such as pho, bun cha, varied seafood, and fresh vegetables, in the
beautiful backdrop of the swimming pool and green garden.
1.1.4.b. Entertainment : Bar, Spa, …
Le Club Bar
● With a dash of French taste, traditional Vietnamese cuisine becomes more
refined. Start your tai chi in the lyrical backdrop of the swimming pool and
verdant garden. This spacious bar, which overlooks a lovely courtyard garden,
provides the perfect drink relaxing experience in Hanoi. Aside from a wide
menu, Le Club Bar is a great spot to unwind with afternoon tea and delectable
chocolate treats. Except on Mondays, jazz performances are presented every
day of the week.
● Le Club Bar of Sofitel Legend Metropole Hanoi has been a renowned
attraction in the city after being rebuilt and upgraded in 2016 to enlarge the
serving space to 120 guests and include an open kitchen. With a style that
harkens back to the 1920s called L'Orangerie, it appears that historical traces
may still be seen beneath the fresh new wall paint.
● The former Metropole Hall, where the New Cinema Company's debut took
place, is now the home of Le Club Bar. On June 3, 1916, the first Indochina
film was also released.
● Metropole Hanoi is glad to invite you to the "Live Jazz & Swing with
Metropole" performance over the weekend from Friday to Sunday (from 8pm
to 11:45pm).
La Terrasse
● Guests are immersed in the lively urban life of Hanoians at La Terrasse, a bar
inspired by the world-famous outdoor cafes of Paris. You don't appear to
realize that time passes peacefully as you watch the flow of people pass by, or
as you casually read a newspaper, or as you sip a cup of egg coffee.
● In the heart of Vietnam, stylish coffee tables, vintage ceiling fans, interior
decorating tinged with time and street life... provide a glimpse of Paris. La
Terrasse is comparable to Paris's iconic Café de Flore, a must-see attraction in
the city of lights.
● Seasonal delights with the finest ingredients imported from France, such as
Fine de Claire oysters and Cancale oysters, as well as cold winter cheeses, are
served at La Terrasse.
Besides, there are other recreation of Metropole Sofitel Legend Hanoi such as
Bamboo Poolside Bar, Le Club Bar, Met Pub and Clark Hatch Health Center which have
support from fitness experts, professional massage, sauna, jacuzzi baths and an outdoor pool.
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1.1.4.c. Meeting and Events
First is Thang Long Hall. The hotel's biggest reception space, the Long Hall, can
hold up to 120 people, making it perfect for international meetings, special events, and
cocktail banquets.This opulent ballroom may be divided into two different zones and has a
majestic ambience recalling European-style grandeur. The Opera Wing entrance faces Ly
Thai To Street, and Thang Long Hall is accessed from there.Design your own unforgettable
event with the devoted Metropole's event planners team, from a modest gathering to an
opulent themed dinner or a stunning wedding reception. Our venues provide cutting-edge
audio-visual equipment, custom setups and décor, and award-winning gastronomy.
Secondly, Dong Do Hall is a 48m2 elegant and multi-functional venue, ideal for
special gatherings, critical board meetings, directors' meetings, and banquets for parties of up
to 30 participants.
The third one is La Veranda. Hotel Metropole Hanoi has been welcoming prominent
visitors and celebrities for almost a century. Aside from award-winning gastronomy and a
distinguished address in the historic neighborhood, the Metropole also provides executive
conferences and exhibition facilities with a variety of set-up choices, as well as heart-
warming charm and thoroughness. This interspace, designed in a classy combination of
maroon, indigo, and mahogany, looks out over the hotel's lush garden and manicured pool.
The Opera Wing Lobby leads to La Veranda, which is found on the ground level. La
Veranda, which is approximately 184m2 in diameter, can accommodate gala dinners, evening
drinks, meetings, and big banquets for up to 100 participants.
The fourth is L'Orangerie, this stunning meeting area with an all-glass decor, hidden
in the lovely hotel landscape, is special and unique and serves as the perfect place for private
parties, dinner receptions, or anniversary events.
Fiftly, Le Balcon meeting areas has a 100-square-metre outdoor garden outfitted with
traditional wooden benches, encouraging visitors to unwind with a good book or meet up
with friends while admiring the hotel's verdant inner courtyard. It is also appropriate for a
corporate party or a family gathering in an outside setting.
Lastly, Conference & Business Center. Elegantly understated. The Conference &
Business Centre, which caters to guests with specific business needs, offers everything from
high-tech equipment costs to meeting rooms and administrative support. The mood is bright
and airy, with dark wood accents and pale yellow and slate gray colours. The three
boardrooms, which are equipped with current multitrack recording, can accommodate groups
of 6 to 20 people. It is promised that you will be at ease and that your privacy will be
respected. The Conference and Business Centre is open from 7 a.m. to 11 p.m. on the ground
level and is widely obtainable from both hospitality sides.
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2.2 A review of at least 2 operational and 2
functional departments within a large hospitality
organisation providing an organisational chart to
explain the interrelationships between the different
departments
2.2.1 There are 3 Operational Department which is Front
Office, Housekeeping and Food & Beverage in Sofitel Legend
Metropole Hanoi.
a. Front Office
The Sofitel Legend Metropole Hanoi considered the front desk to be the center of their
operation. When customers arrive at the hotel, the front desk is the first location they are
greeted. As a result, a guest's first experience can make or break their stay. This section is in
charge of promoting hotel products and events. Directs and organizes the front desk,
bookings, guest relations, and phone departments' operations. For the front office operations,
prepare monthly updates and a strategy.
Bellman/ Porter who is welcoming and assisting the guest luggages. Moreover, they
also deliver the luggages up to the guest's room and load it down. Assisting the guests to keep
the luggage and handle the parcels/ message then deliver to the guest or hotel departments.
The Guest Service Agent is a person who welcomes and registers for the guest. Who
also controls the guest credit limit and farewells the guest. And he/she needs to handle guests
enquiries & guest complaints as well.
The Executive Lounge (for VIP guest) has a job to greet and register guests, control
the guest credit card limit, handle guest issues and complaints, and collaborate with the Food
and beverage to organize a daily "evening cocktail," deliver all-day tea and coffee, and
support the guest in scheduling a meeting at the lounge.
The Operator/ Instant Service is to handle the incoming call & connect to the right
person, to assist the guest enquiries & complaints via phone and to introduce hotel promotion
& hotel information.
The Business Center is to handle the business enquiries (like printing, copy, fax,
interpreting, calling) and to assist the guest to reserve & prepare the meeting for guests.
b. Housekeeping
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The housekeeping department of this amazing hotel is responsible for cleaning guests
rooms & public spaces. This is called “the eye of the hotel". It is normally the most important
department inside the Metropole Hanoi Legend Hotel, and it is in charge of the guest rooms
and public areas. One of the most important factors in ensuring guest happiness is facility
cleanliness, which is one of the most important aspects of a hotel stay. A hotel's reputation
and profitability may be swiftly ruined by poor cleaning.
The Public Attendant/ Gardener The task of the Public Attendant/Gardener is to
clean premises on a daily basis (lobby, eatery, executive lounge, lifts, backroom, etc. ), to
thorough cleaning and polish designated locations on a weekly, monthly basis, and to
maintain the backyard areas.
The Laundry receives, checks & classifies dirty laundries (linen, uniform, guests
laundry). Moreover, The laundry must be processed or handed over to the provider, and the
laundry must be returned to the room or to the employees.
c. Food and beverage
Food and beverage is to serve foods & drinks to the customer. It is one of the main
departments to create the revenue. The scales & scopes of the department are following the
hotel scale including restaurant, bar, banquet and room service/ in room dining.
Front of House (Waiter/waitress/Bartender/Barista) : Emphasising the importance
of food and service quality. The price of food Managing eateries, nightclubs, and other
establishments Services are provided meals produced in the kitchen and drinks prepared in
the bar. The responsibilities of F&B servers differ significantly depending on the type of
institution.
Back of House (Kitchen) : The culinary section of a hotel is responsible for cooking
and serving meals to the customers.Duties include ordering food, preparing menus, and
monitoring staff. Kitchens including ancillary sections, e.g. Cool kitchen, butchery, still
room, service areas, etc.
2.2.2 There are 3 Functional Department which is Engineering
& Maintenance Department, Sale & Marketing
Department,Human Resources/ Talent & Culture Department
and Accounting Department in Sofitel Legend Metropole Hanoi
a. Engineering & Maintenance Department
Engineering: Metropole and the Hotel's whole physical plant, including technical,
mechanical, heating, air conditioning & ventilation, structural & plumping, are all under my
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control. It is a performance that includes assisting visitors with minor repairs and
modifications, such as air conditioning and hot/cold water system.
Maintenance: Monitoring safety alarm systems is our responsibility. Putting in place
processes to protect visitors' and staff' personal belongings.
B. Sale and Marketing Department
Sales: Managing sales, budgeting & forecasting top line revenues, defining sales
segmentation. Client satisfaction may be improved by ongoing customer interaction tactics
and new account development. Sales prices and supply management are two aspects of
pricing modeling. Reservation is to assist the guest to reserve the room (via Cooperate,
Travel Agent, OTA). Updating guest profile & taking note for front office team any special
requests. Handling the request if attendance / cancellation booking.
Marketing: (including Digital Marketing, Brand Marketing, Communication/PR,
General Marketing, Graphic Design) aims to create a comprehensive marketing plan, as well
as a brand image and marketing strategy for Metropole. Development of advertising theme &
execution of advertising plan. Interfacing with a public relations firm or public relation
planning.
C Human Resources/ Talent & Culture Department (Including Recruitment,
L&D/Training, Compensation & Benefit, Workforce Safety/ Hygiene).
Human Resource: HR department is responsible for: Recruitment & hiring,
Orientation, Training & staff development, Wages & benefit administration, Labour &
employee relations. They keep employees happy & retain the excellent reputation of the
business & keep customers happy. Moreover, they ensure employees behave appropriately
accỏding to policy.
D. Accounting Department:
Finance: Payroll processing, Account receivables, and Payables are examples of
traditional roles that require documenting money transfers, compiling and analyzing income
reports, and giving management with timely reporting on operating performance.
3.1.0 Evaluation of the contribution to the local,
national and global economy
The hospitality industry is considered to be a very important factor in both the
worldwide economy and economies of developing countries. For instance, about 200 million
people are occupied worldwide in this industry, making 11% of GDP.
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