The Contemporary Hospitality Industry: Staff, Skills & Roles

This report provides an overview of the contemporary hospitality industry, emphasizing the importance of staff skills and operational roles. It identifies various operational roles such as concierge, event planner, and executive chef, highlighting the skills required for each. Key skills discussed include customer service, communication, ICT proficiency, cultural awareness, and multitasking. The report also addresses the impact of skills gaps, such as labor shortages, and suggests solutions like recruiting new generations of the workforce. Ultimately, the analysis underscores the need for hospitality businesses to prioritize staff development and skills enhancement to maintain competitiveness and achieve sustainable growth. Desklib provides students access to this and many more solved assignments.

The Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION................................................................................................................................3
TASK B................................................................................................................................................3
MAIN BODY.......................................................................................................................................3
CONCLUSION....................................................................................................................................6
REFERENCES.....................................................................................................................................7
Books & Journal:.............................................................................................................................7

INTRODUCTION
Hospitality industry is evolving with changing period of time. This industry provides &
focusing on different services such as lodging, food & drink services, event planing, theme parks
etc.(Michalak, 2016). They mainly focuses on customers & services so that objectives are achieved
at all aspects. It is important to be aware about that this industry provides job opportunities at wider
scale. Main purpose of this report is to understand the hospitality industry within a market. With
rise of competition in market requirement of staff & skill has changed & which are needed within a
different sectors of hospitality. This report comprises of type of staff & skills require by hospitality
industry in their business & specific job positions requirement within a specific sector.
TASK B
MAIN BODY
Range of different operational roles within the hospitality industry
The industry of hospitality is wider as well as broader & according to which they have
different type of functions, operations & demand within a market. They provide several types of
services such as event planning, theme parks, Accommodation services etc. On the basis of these
services, they have different operational role for which different skills & staff is needed at all
aspects. Staff as well as skills are required at wider scale and it is also important to focus on them
so that functions are carried out accordingly (Kaushal, 2020). The range of different operational
role is widening at larger scale. Furthermore, it is also examined that it is essential to be aware
about these roles so that, planning within a sector is in appropriate way. So, there are various types
of operations that has been been carried out such as housekeeping, kitchen workers, bartenders,
marketing, human resource etc. Operational roles are necessary to be focused so that employees are
able to perform accordingly.
Concierge-
A concierge is responsible for assisting guests or customers to make reservations, deliver
reliable information, make arrangements etc. Moreover, they assures for coordination and
cooperation so that customers or guests do not face any issue or problem. They play important
operational role in hotel as they maintain and manage everything in appropriate way. A concierge
make things simple & assist customers in improving engagement process at larger scale.
Furthermore, they give appropriate credentials to individual who visit hotels.
Event planner-
They are also important in hospitality sector as their main role is to carry out planning,

meetings & other conferences so that it is easy to achieve objectives. Moreover, it is also seen that
they are responsible for coordination & cooperation within management with each other. The event
planner arrange everything in proper manner. Also, they perform multi-tasking operations within a
specific tasks (Bolcaş, 2017).
Executive chef-
This is another staff which is needed within a hospitality industry as they are one who are
responsible for processing or production of foods in hotel. They have most important role in hotel
chains as because they assures the food planning & operation within a kitchen & bar. Moreover,
they comes under this category of room division which comprises of basically three major areas
which are housekeeping, front office. Executive chef are most crucial for hotel business because
customers aim at food quality & keeps it at priority level. In addition to this, they manages the
menu as well as operations of kitchen operations of direct reports like sous chefs, line cooks etc.
The specified operational roles in hospitality sector states that roles of every staff different
from each other & on basis of which perform. It is essential to focus on these roles so that it is easy
to make decisions within industry. Skills as well as staff within this sector are changeable
depending upon market situations & other external factors. Therefore, it is necessary to use them
effectively so that functions of hospitality firm are carried out in appropriate manner. Moreover, it
is examined that proper way of market research analysis is to be done so that knowledge &
information is gained regarding skills or staff (Bienert, 2018).
Skills-
Skills are defined as capability of a individual within a particular field & they are used
accordingly. Moreover, they are used depending upon work & operation role. Without using these
skills it is not possible to achieve work efficiency properly. Therefore, manager of hotel assure that
these are used in appropriate manner. It is necessary to use be aware about skills within a specific
industry so that they are used in most effective manner. There are various types of skills which are
being required in industry & are discussed below-
 High level of customer service- It is most important skill which is required within a
business as because they focuses on customer satisfaction level. To provide this a high level
of customer service is required. Without using this skill it is not possible to provide better
services to guests within a hotel. It is necessary to deliver higher satisfaction level so that
goodwill of firm increases at higher scale.
 Communication skills- Then comes communication skill in which it effective and efficient
communication is required to retain customers for longer period of time. Moreover, it is also

seen that in hotel industry through use of communication, it is easy for them to understand
customer actual needs & demands. Furthermore, this has been also stated that it is required
at both lower & higher level. It is essential to have proper communications so that it is easy
to influence decision making of a particular customer.
 ICT skills- This is another skill which is needed within a hospitality industry. ICT skills are
those which comprises of understanding & using of wide range of computer programmes,
software & other applications. Moreover, it is seen that it is necessary skill which is
focused as well as needed within a hotel sector at all level. They are used at every
department of firm (Cheng, 2017). With increase of competition in market, it has become
crucial to use these technical skills to achieve competitive advantage in business.
 High level of culture awareness- As market is changeable & there is wide range of people
within a market with different characteristics, culture, regions etc. This is another skill
which is needed within in which culture awareness is to be there so that it is easy to
understand customer satisfaction level through widening progress of hospitality sector. It is
essential to have culture awareness so that decision making is done in proper way.
 Multi-task- It is also crucial skill which is needed by hospitality firm as because in business
multitasking is required at every aspect in this industry. Through using multi-tasking skills it
is easy to achieve higher productivity at workplace. So, it is examined that it is necessary to
focus on multi-tasks operation so that work is done within a period of time. Further, using
of these multi-tasking help in achieving of objectives properly (Wang, 2016).
impact that skills gaps have on hospitality businesses
 Labour shortage- With this rise of competition in market, there is requirement of skilled
staff & workers within a hospitality industry. This is biggest skill gap which is faced by this
sector.
Solution
 Recruit new generation of workforce – To overcome with this skill gap, enterprise need
to recruit new generation of workforce with new knowledge & talent.
Therefore, it is seen that skills play essential role in developing & carrying of business
operations as well as functions. It is duty of manager to ensures that these both current &
anticipated skills are adopted in proper manner. Furthermore, it is also stated that both staff &
skills are needed to be focused & adopted with proper considerations.

CONCLUSION
After a brief analysis of above report, it has been stated that it is crucial to be aware about
hospitality industry. The contemporary business of this industry make assures that functions &
operations are carried out in effective way. This report gives a brief information about
understanding hospitality firm & importance of staff & skills within a business. Moreover, it has
been evaluated that it is important to have appropriate knowledge of staff, skills which are essential
for achieving growth & development. Also, market of this industry changes at frequent level & it is
necessary to be aware about these so that resources & employment opportunities are used
efficiently. By making aware of these staff & skills requirement, it is easy for management of
hospitality sector to carry out their resources & other activities in proper manner

REFERENCES
Books & Journal:
Sakai, 2016. Performing Muslim womanhood: Muslim business women moderating Islamic
practices in contemporary Indonesia.Islam and Christian–Muslim Relations,27(3), pp.229-
249.
Jackson, 2018.Business Analytics: A Contemporary Approach. Macmillan International Higher
Education.
Belyaeva, 2018. Business environment challenges and trends for contemporary SMEs in Europe.
InThe Sustainable Marketing Concept in European SMEs. Emerald Publishing Limited.
Masanja,2019.Contemporary Issues in Business. NMM PRINTERS.
Dashper, 2020. Mentoring for gender equality: Supporting female leaders in the hospitality
industry.International Journal of Hospitality Management,88, p.102397.
Majid, 2019. Role of network capability, structural flexibility and management commitment in
defining strategic performance in hospitality industry.International Journal of Contemporary
Hospitality Management.
Njoroge, 2019. Innovation strategy and economic sustainability in the hospitality industry.The
Bottom Line.
Wang, 2016. Does leader-member exchange enhance performance in the hospitality
industry?.International Journal of Contemporary Hospitality Management.
Cheng, 2017. Job resourcefulness, work engagement and prosocial service behaviors in the
hospitality industry. International Journal of Contemporary Hospitality Management.
Bienert, 2018.Skills, entrepreneurship and new business models: Ways to rejuvenate the German

industrial model (No. 13/2018). IW Policy Paper.
Bolcaş, 2017. Entrepreneurial Skills. Experience, a New Economic Offer in Business.Manager
(University of Bucharest, Faculty of Business & Administration),26.
Michalak, 2016. Information literacy in 2015: International graduate business students' perceptions
of information literacy skills compared to test-assessed skills.Journal of Business & Finance
Librarianship,21(2), pp.152-174.