Hospitality Industry Report: Hilton Hotel Operations and Trends

This report provides a comprehensive overview of the contemporary hospitality industry, with a specific focus on the Hilton Hotel and its operations. The report begins with an introduction to the hospitality sector, defining its scope and the services it provides, followed by an examination of various...Read More

The Contemporary hospitality
industry

Table of Contents
Introduction....................................................................................................................................3
LO1..................................................................................................................................................3
P1- Different type of business within the hospitality industry diverse product and services they
offer..............................................................................................................................................3
P2- Range of operational functions and Department within the Hilton Hotel...........................4
P3- Contribution of hospitality industry in national, international and local economy...............5
LO2..................................................................................................................................................5
P4- Range of operational roles within hospitality industry.........................................................5
P5- Skills require for role within the hospitality industry and current skills shortage................6
LO3..................................................................................................................................................7
P6- Political economical legislative and environmental factors that affect the development of
organisations operating within the hospitality industry...............................................................7
P7- use of swot analysis For the decision-making process..........................................................8
LO4..................................................................................................................................................9
P8- Implications of current and potential trends in the hospitality industry................................9
Conclusion....................................................................................................................................10
REFERENCE...............................................................................................................................11

Introduction
The hospitality industry can we define as the mortal, Hotel and such type of business that
provides the short term logging, transitional logging with and without food. hospitality industry
provides food and accommodation to their guests and helps to satisfy customers needs and
demand.
This report will cover the study of Hilton Hotel & Resort which is global brand are full service
hotels and resorts an flagship brand of American multinational hospitality company Hilton.
This report will examine the current structure, size and scope of hospitality industry UK an
explode the current and anticipated skills required in hospitality industry. It will review the
internal and external factors as impact the hospitality industry of the UK and how they relate to
current issues facing the hospitality industry. in the end of this report will analyse the current and
potential trends and development affecting the hospitality industry.
LO1
P1- Different type of business within the hospitality industry diverse product and services they
offer.
Hospitality industry is the collection of various businesses the single industry. it can cover the
businesses like hotel, food and beverages, travelling businesses, tourism businesses event and
many more (Bowen and Morosan., 2018). this all businesses cover in the single industry called
hospitality industry and here are description of all the type of business-
Lodging
This category covers the hotels another service providers like, motel, luxury apartments etc.
They provide the accommodation services where customers stay in their property and range of
services are provided by those businesses.
Food and beverages
Businesses like restaurants, bars, cafes etc Come under the food and beverage which is the part
of hospitality industry. They provide range of services and all kind of drinks and food will be
available on this kind of businesses. they give high quality services to their customers to satisfy
their needs and demand.
Travel
Transportation that offers the extensive services such as meals. For example a business class
international fight is certainly considered as the prosperity service whereas a city bus is the just
transport. Aviation sector come under the travelling.
Tourism
Tourism companies provide the packages for the travelling all over the world. they provide
different type of tour packages that can conclude the adventure tourism, natural tourism and
many more (Baum., 2019).

P2- Range of operational functions and Department within the Hilton Hotel.
Hotel in town is the top most hospitality service provider and there are various operational
functions and Department while helping them to provide a quality service to their go guest and
helping them to satisfy their guests. here are some important Operational function of the hotel-
Front office Department
front office apartment is top most Department of the hotel Hilton that helps too attend the all
customers call, look for the booking, communicate with the guest, welcome the guest and many
more functions done on the front of his Department (Hassi., 2019).
Housekeeping Department
Housekeeping Department is responsible to cleaning and decorating the rooms before the guest
arrival. This is important function because When customers get the clean and proper rooms then
they can feel better services from the hotel.
Kitchen and food Department
This Department of the hotel Hilton is responsible to manage let’s turn off the organization. they
have whole team who make the food for the every guest and also serve them on the table.
Finance Department
Finance Department or finance manager is responsible too provide the funds to every
Department of the hotel Hilton. they ensure the cash flow within the company And maintain all
the funds related records.
Human resource Department
Human resource Department of the hotel Hilton is responsible to recruit the skilful and talented
employees for the company who can help them to achieve their goals and objectives the
company can take competitive advantages.
P3- Contribution of hospitality industry in national, international and local economy.
Hospitality industry has huge contribution in the wrote off UK economy and every concept
including the national, international and local economy. You go spend the industry has 4% of
contribution in their GDP and it also I have to create job creation pay taxes and many other
contribution are done by the hospitality industry-
National
The hospitality industry of the United Kingdom is the 4th biggest employed in the United
Kingdom nationally, it has been accounting that the 3.2 million jobs directly employed through
the hospitality industry in year 2016 and further 2.8 million indirectly (Kandampully, Zhang and
Jaakkola., 2018). this industry generated over the 73 pounds of gross value added directly to the
UK economy and further 87 indirectly.
Local economy

Locally hospital industry do their contribution through the taxes becausr small hotels and
restaurants pay huge amount to the local government where they use taxes for the development
of local areas in UK which is direct contribution to the society. They also create jobs for the
people who are locally living in the country and this is how locally hospitality industry is
contributing and helping the economy to grow.
International
Internationally many hospitality organisation from the UK operating their business in other
countries. They collect the revenue from the other countries and bring the other currencies in
their own country that make their own currency stronger. all revenue earned by the company sent
directly to the home country that means some of the part will go to the government as well.
LO2
P4- Range of operational roles within hospitality industry
There are various operational roles within the Hilton that are performed by the employees and
they all are expert in their own areas and task. Here are some of the key roles within the hotel –
Executives
Executives are the top management team of the order Hilton this can include the managers,
directors leaders and head Department of the company. Hotel Hilton Is the global brand so they
need numbers of executive in their every branch or hotel they have (Gupta., 2019). They all are
responsible to perform the activities and direct the hotel effectively.
Front desk manager
Front desk manager is responsible to attend the all customers call, look for the booking,
communicate with the guest, welcome the guest and many more functions done on the front of
his Department. Frank desk manager is responsible to communicate with the guest even if the
guest is not properly talking to them hard as they are not looking for taking these services. They
have to come and communicate with the guest effectively.
Housekeeping
Housekeeping staff of the hotel Hilton are responsible to clean And manage the all equipment
within the room. they look for every single detail within the room and maintain the room before
the arrival of the guest. The cheque all the equipment’s if they are working or not, clean the
rooms, manage the things many more.
Maintenance
Maintenance employees are the electricians an professional in their work who can break Anne
malfunction. their responsible too fix the various electronic things within the hotel Hilton that
covers the computer, TV player AC and many more other things. they look for all the devices if
they are working or not before the arrival of the cast and ensure the smooth entry of the guest.
Marketing and sales

Marketing team of the hotel down is responsible to promote their business not already like
through the various social media tools then other promotional techniques (Horng and et.al.,
2018). They are also responsible to maintain the social media sites of the hotel Hilton an post
regularly on their sides. Marketing can be sometimes become more responsible instead of the
front desk Department but becausr executive of the hotel Hilton want all the control over the
exact message that's being shared with that target audience, they will sometimes take it on
especially if they don’t have the pre existing marketing Department.
P5- Skills require for role within the hospitality industry and current skills shortage
There are some important skills not necessary for the written hotel Hilton employees to have in
themselves so they can provide the professional services to their guests an create a good
experience for them. Here are some of the skills that should be required to work in the hotels
like hotel Hilton.
Teamwork skills
Most of the task within the hospitality industry are done in the group for example- Employees
and manager and friend manager osti hotel Hilton work together to ensure that customers being
happy with the services similarly the kitchen stuff like chefs and Waiters work together to
prepare food and serve them to the final consumer. it is necessary for the hotel staff to have the
team working skills so they can able to satisfy the customers needs and demands.
Communication skills
Communication skills are most important skill for the employees within the hotel industry and it
is necessary for the leaders and managers of the hotel Hilton to ensure that employees were
working at their workplace should have the good communication skills so they can interact with
the guest Anne able to understand their needs. most importantly front office manager should
have the communication skills because they are that's possible to communicate and create good
impression on the guest (Martin-Rios, Pougnet and Nogareda., 2017).
Multitasking
No day is the same within the hotel industry. The customers footfall Whereas on the daily basis
so the staff must be able to have the various skills and they should be able to work different
different tasks on this same time.
Time management skills
Employees who are working within the hotel Hilton should have the time management skills.
customers demand for the first services and without having the time management skilling the
employees they are not able to provide the service is on the time. leaders and managers should
communicate and able to make their employees understand that important of time and how it can
help them to provide better services to customers.
Problem solving skills

In the hotel Hilton many customers come who face different different type of problems and it is
required by the employees to give them answer and solve their issues (Afsar, Shahjehan and
Shah., 2018). It required the problem solving skills and the employees and stuff so they can help
the customers and solve their issues effectively.
LO3
P6- Political economical legislative and environmental factors that affect the development of
organisations operating within the hospitality industry
External environment factor affect the companies operations And then profits. Those factors can
have both positive and negative impact on the hotel Hilton and it is necessary for the leaders and
managers of the company to be aware of those factors so they can convert the weakness into the
opportunities and take competitive advantages.
PESTEL analysis
Political factors
Hotel Hilton is operating their business in all over the world, be sure that they are exposed with
many political environment within the economy. every country have their own tax structure that
affected Profitability of the hotel Hilton. On the other side having a good relation with the
political parties can help the hotel Hilton to expand their business effectively.
Economic
Economic factors have huge impact on the business of hotel Hilton. recent economic crisis
(COVID) Affect the operations and business of the hotel in turn becausr most of the countries
Were locked and businesses were also not able to start add affect the hotel Hilton (Williams and
Horodnic., 2017). on the other side COVID Company also get support from the local
governments to support their business that helped them to run their operation again.
Social factors
Changing customers demand and behaviour affect the business of the hotel Hilton. it is necessary
for the company to be aware of changes in the customers behaviour and customers demand so
they can take competitive advantages otherwise it can affect negatively their business and they
will not able to run their business effectively.
Technological
technology provide advantages to the hotel Hilton. we are using emerging technology and there
workplace that is helping to create a better guest experiences. technology also helping to make
easy for the customer to book hotels and making the process more smoother. technology is
changing day by day and it is not possible body held in order to implement new technology
every time because it is costlier.
Environmental

Hospitality industry is getting huge pressure from the governmental bodies to give their support
towards me environment. However hotel Hilton is giving their support toward the environment
through the various environmental programmes.
Legal
Legal factors like governmental rules in every country affect the probability of the hotel Hilton
negatively. on the other side companies having all the licence trend ell business internationally
and they are following all the rules and regulations.
P7- use of swot analysis For the decision-making process
SWOT analysis Is one of the most effective tool that is also used by the hotel Hilton For their
decision-making process. this tool help leaders and managers of the Hilton Hotel 2 identify the
companies weakness’s Anne opportunities so companies can overcome their weaknesses by
making new strategies and Opportunities that they have been identified can use to take
competitive advantages in the future and achieve their objectives (Kim and et.al., 2018).
SWOT analysis
Strength
 Hilton has built the good experience in entering the new new market and making the
success in those markets. expansion of the companies helping them to increase their
profitability and they are able to improve their business model.
 employees of the Hilton hotels are getting regular training that is helping them to get
more skilful workforce who can help do innovate and provide competitive advantages.
Weaknesses
 Financial planning is an effective and the current asset ratio and liquid ratio suggest that
the company can use more off their financial resources to take the competitive
advantages.
 There are some of the gaps in the range of the product sold by the hotel Hilton. lack of
choices by the hotel Hilton is giving the new competitors takeover the hotel Hilton.
Opportunities
 Newton Cindy behaviour of the consumer can help the hotel Hilton to open up the new
market for them. this can be a good opportunity for the hotel then to build a new revenue
stream for their business and diversify their new product categories.
 last few decades companies investing amount of money on their online platform. this
investment is increasing the sales of their product and services. It is necessary for the
company to innovate their online services effectively so can they were able to lead the
market in future and create new opportunities for their business.
Threat

 competition in the market ware hotel internees operating their business as affecting them
and creating thread for them. there are various organisations who are expanding their
business effectively an giving high competition to the hotel Hilton.
 The demand of the high probability products is seasonal in nature an any unlikely event
during the peak season may impact the probability. Recent pandemic also affect the
profitability of the company in the middle of their season and company was not able to
achieve their targets (Liang, and et.al., 2017).
LO4
P8- Implications of current and potential trends in the hospitality industry
There are various current and potential trends within the hospitality that is helping this industry
to grow effectively within the economy. It is necessary for the hotel Hilton to be aware of those
trends so they can take competitive advantages and show their vision within the market where
they are operating their business. here are some current trends in the hospitality industry-
Tech explosion
Most of the guests in today's date are self sufficient and using the new technology Ford the
travelling. travellers are comfortable by using the mobile application and the mobile apps. Hotel
Hilton need to make sure their offerings should be updated and it should be a user friendly. At
the business meetings and conferences travellers expected to get the better hotel and conference
centre to have high quality tech equipment’s.
Health and well being
Nowadays guest are more health conscious and their demand for the health related hospitality
services like gyming, spa, pool services that are expected by the travellers for well being. Hotel
Hilton can implement the gym and other necessary well being and health related facilities so they
can attract the more travellers toward their hotel an increase their probability an also satisfy the
guest and create a better experience for them.
seamless technology
the seamless connectivity across the devices and platforms is growing and many hotels groups
are offering online checking’s an digital services to their guest. this technology can also be used
by the hotel intend to improve their guest experience an they can also provide the tech cards to
open there doors and many other technology to create a better experience (Lee and
Ravichandran., 2019).
Sustainable rules
It is necessary for the hotel Hilton to perform the eco friendly practises and it should be a norms
of the company. as company focused toward the water security and the renewable energy source
resources that helps to create a good image of the hotel in the customers mind and they are able

to create a better environmental condition nearby the hotel. Through this company can also get
the better support from the government and guest both.
Social media
UseIt is necessary for the hotel Hilton to use social media for the feedback and supporting the
customers online. it will help to create a better experience for their customers and social media
team of the hotel Hilton will solve the problem and issues of the customers and provide them a
good experience with the hotel Hilton.
Conclusion
As per the report has been examined the current structure, size and scope of hospitality industry
UK an explode the current and anticipated skills required in hospitality industry. It has been
reviewed the internal and external factors as impact the hospitality industry of the UK and how
they relate to current issues facing the hospitality industry. in the end of this report has been
analysed the current and potential trends and development affecting the hospitality industry.

REFERENCE
Books and journals
Bowen, J. and Morosan, C., 2018. Beware hospitality industry: the robots are
coming. Worldwide Hospitality and Tourism Themes.
Baum, T., 2019. Does the hospitality industry need or deserve talent?. International Journal of
Contemporary Hospitality Management.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context. International Journal of Contemporary Hospitality Management.
Kandampully, J., Zhang, T. C. and Jaakkola, E., 2018. Customer experience management in
hospitality. International Journal of Contemporary Hospitality Management.
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of Contemporary
Hospitality Management.
Horng, J. S., and et.al., 2018. Developing a sustainable service innovation framework for the
hospitality industry. International journal of contemporary hospitality management.
Martin-Rios, C., Pougnet, S. and Nogareda, A. M., 2017. Teaching HRM in contemporary
hospitality management: a case study drawing on HR analytics and big data analysis. Journal of
teaching in travel & tourism. 17(1). pp.34-54.
Afsar, B., Shahjehan, A. and Shah, S. I., 2018. Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry. International Journal of Contemporary Hospitality Management.
Williams, C. C. and Horodnic, I. A., 2017. Regulating the sharing economy to prevent the
growth of the informal sector in the hospitality industry. International Journal of Contemporary
Hospitality Management.
Kim, H. L., and et.al., 2018. The effects of corporate social responsibility (CSR) on employee
well-being in the hospitality industry. International Journal of Contemporary Hospitality
Management.

Liang, T. L., and et.al., 2017. Transformational leadership and employee voices in the hospitality
industry. International Journal of Contemporary Hospitality Management.
Lee, S. A. and Ravichandran, S., 2019. Impact of employees’ job control perceptions on their
work-related responses in the hospitality industry. International Journal of Contemporary
Hospitality Management.