Hospitality Industry Report: Scope, Structure, and Job Roles Analysis

This report provides a comprehensive overview of the hospitality industry, examining its diverse business types, including food and beverage, accommodations, entertainment, and travel and tourism. It delves into the operational and functional departments within a hospitality organization, using the Four Seasons Hotel as a case study, highlighting departments like housekeeping, food production, and front office. The report analyzes the industry's contribution to local, national, and international economies, emphasizing its role in job creation, revenue generation, and economic growth. Furthermore, it explores various operational roles within the hospitality sector, such as front desk agents, bellmen, and servers, detailing the required skills, including customer service and communication. The report also addresses the impact of external factors and current trends, concluding with an analysis of the industry's future prospects.

Hospitality Industry

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
PROJECT 1 (LO 1)..........................................................................................................................3
P 1 Different types of businesses within the hospitality industry with diverse services.............3
P 2 Operational and functional departments of a hospitality organization.................................4
P 3 Contribution of hospitality industry to local, national and international economies............4
LO 2.................................................................................................................................................5
P 4 Different operational roles within the hospitality industry...................................................5
P 5 Skills required for roles within the hospitality industry........................................................6
PROJECT 2 (LO 3)..........................................................................................................................6
P 6 Impacts of external factors on hospitality industry...............................................................6
P 7 SWOT analysis for hospitality business...............................................................................6
(LO 4)...............................................................................................................................................7
P 8 Implication of current and potential trends in the hospitality industry.................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality industry is a broad term as it includes lodging, event planning and other
services. (Kandampully, Zhang and Bilgihan, 2015). Staff turnover, lack of flexibility are some
issues which hospitality industry is facing. This present report is based on Four Seasons hotel
which is an international luxury hospitality company, founded in the year of 1961 by Isadore.
Headquarter of this hotel is in Toronto, Canada. This present report is going to show the current
scope, structure of hospitality industry by showing different types of businesses like food and
beverages (hotels), travel and tourism etc. Different businesses have different operational and
functional departments that are interrelated with each other and helps company in accomplishing
its pre determined goals. Further, this study also shows job roles within hospitality sector along
with skills required by employees to possess for fulfilling job role of hospitality industry. Some
of these skills are problem solving, time management, customer services etc.
MAIN BODY
PROJECT 1 (LO 1)
P 1 Different types of businesses within the hospitality industry with diverse services
In the context of hospitality industry, it can be said that it is a broad category of fields
that consists food, lodging, event planning, tourism etc. It is mainly divided into 4 main
categories such as: food and beverages, accommodations, entertainment and travel and tourism.
It is called the main and the biggest industry in the world because it generates and helps in
creating a global economy. Different types of business of hospitality industry are known for their
services. Some services and products given by different businesses are described as follows:
Food and beverage:
Food and beverages is one of the main and largest sector of hospitality industry. In this
type of business, services cover from the range of preparing food to present it and offer it to
customers. There are different type of food and beverages businesses that offers different types
of food services such as fast food, fine dining, casual dining etc. Some international food and
beverages organizations are: McDonald's, Subway, KFC etc. As per the services in this business
it is divided into 5 categories such as: cart service, plate service, buffet, plater and plate services
(Chen and et.al., 2017).

Accommodation:
It is also a broad sector that offers lodging services like Bed & breakfast etc. It covers
different types of hotels that offers overnight accommodation services to customers and tourists.
There are different types of hotels which give different types of services such as: Spa hotel, hotel
resorts, luxury hotel, bed and breakfast etc.
Travel and tourism:
There are several types of businesses includes in this category of hospitality business
such as: airlines, trains, cruise, tours operators etc. It is the fastest growing sector in the UK in
the terms of employment. It keeps changing according to the time and economy.
Entertainment:
There are several top and main tourism destinations which attract several tourists towards
them and help in increasing economy (Ram, 2018). Some destinations which are the type of
entertainment business includes: Theme park, theatres, Zoos, museums etc.
So, according to services and businesses it can be said that hospitality industry is a broad
term and raising day by day.
P 2 Operational and functional departments of a hospitality organization
In the context of hospitality sector and hotel it can be said that there are mainly 4
operational and functional departments that provides different services to people. Some
operational departments of Four seasons hotel are described as follows:
House keeping: It is one of the most important department of four seasons hotel that is
responsible for enhancing guest experience. For increasing guest experience, it makes sure that
all main areas like lobbies, restrooms are ready to use. House keepers play a significant role as
they clean all these areas on daily basis in order to make guest feel happy and healthy.
Food production: It is known as kitchen department that is mainly responsible for
preparing quality food items. Some job roles that perform their duties in this department are:
Chef, kitchen porter, cook etc. Manager of this department makes sure that food is being
prepared in an effective and hygienic manner. It is also important for job roles of this department
to follow all food safety rules (Sanjeev, 2016).

Food and beverages services: After preparation of food and beverages it is important to
offer them to customers in an effective and attractive manner. Waiters, waitress are responsible
for providing beverages and food to customers in a timely manner as per their orders and
demands.
Front office department: It is called the first point of contact of guests. This department
welcome their guest and provide all necessary information to them in a friendly manner. They do
not only give information about room booking but also deals with their complaints.
There are several functional departments of Four seasons hotel that works for
accomplishing goals of this hotel.
Marketing: Marketing department of four seasons hotel is all responsible for attracting
and satisfying guests requirements. For accomplishing their goals, they do market research for
knowing the changing needs of people. They also focus on promotion for promoting company's
services and products to customers.
HR: This department of Four Seasons hotel mainly focuses on designing job roles
according to the departments, advertise, hire and train employees. The main purpose of this
department is to accomplish company's pre determined goals and vision.
Accounting: This department is mainly responsible for managing cost and finance of the
company to reduce operational cost and increasing sales. They manage payroll system, budget
control, billing etc.
Purchase: This department of Four Seasons hotel mainly focuses on taking orders of
customers and all required resources and materials as well. It also focuses on maintaining a
balance between demand and supply of required materials (Karch and Peters, 2017).
P 3 Contribution of hospitality industry to local, national and international economies
There are increasing numbers of tourists which spend money in entertainment business of
hospitality sector. It is one of the best source of economy because visitors and tourists purchase
retail goods, locally made crafts.
Local economy: In the context of local and UK economy, it can be said that this is
generating high amount of revenue and economy. As per the data, it is reported that this sector is
creating approximate 3.2 million direct and 2.8 million indirect jobs. Last year, this sector and
specially tourism or entertainment business brought £73 bn to the economy and £161 bn

including indirect impacts (Hospitality industry and local economy, 2016). Since 2008, labour
productivity has also grown at double rate. The industry GVA of 3.2% per hour worked
compares with 1.5% for the wider economy.
International and national: Entertainment or travel and tourism business in hospitality
industry accounts for approximate 10.4% of global GDP. In the next 10 years this sector will add
around 72 million more jobs which will generate revenue for local as well as national economy.
As per the data it is also stated that this sector has created total 313 million jobs worldwide in the
year of 2017 (International economy, 2018). It creates employment, boost other local industries,
generate income, improves foreign direct investments and develop diversifications. 2017 is
called the main and bumper year for the world tourism and travel sector because it grew at 4.6%
much quicker than the economy as a whole. It also contributes approximate 10.4% of global
gross domestic product value, 313 million jobs.
So, as per the above data it can be said that travel and tourism business is the main source
of economy. Global economic growth continues to accelerate during the year of 2018 and this
industry is also encouraging other local industries. On the other hand, strict monetary policies in
some countries such as: UK, China, USA has becoming the reason of raising in the prices of oil.
GDP of travel and tourism is now expected to increase up to 6% in 2019.
LO 2
P 4 Different operational roles within the hospitality industry
There are different types of job roles are available in hotel business and hospitality
industry. According to the operational departments like food and beverages services, production,
purchase, house keeping, different types of job roles are required by Four Seasons hotel. This
hotel is mainly categorized in 3 parts such as operations, non-operations and specialized.
Different types of internship for job roles are given that is described as follows:
Operations: Food and beverages, rooms (house keeping)
Non-operations: Finance, Human resource, marketing, catering, finance.
Specialized: Spa, golf and culinary.
Most of the job duties involve maintenance and groundskeepers, front office or customer
services, server etc. Some main operational roles of Four seasons hotel are described as follows:
Front desk agent: In this hotel, this job role and position is called the most visible
position. The main job title is customer service provider which is mainly responsible for booking

rooms of customers, issuing keys to them, taking room service orders by HR department,
answering each and every question of guests, solving their queries, manage calls, interact to
customers via telephones, E-mail and face to face. In this hotel, customer service providers or
front desk workers work in rotation, nights, days and weekends as well. In the context of Four
seasons hotel it is stated that it pays approximate and minimum of $9.00 hourly to this job role
(Robinson and et.al., 2016).
Bellman: This job title is mainly responsible for maintaining ground services. It is quite
different from front desk agents as they welcome and bid farewell to guest, carry their luggage
and also makes sure that walkways and other areas are clean. The physical demands of bellman
jobs require applicants to stand in good health upon hire. Warm, friendly and gracious
individuals also prosper as bellman. For this job role, this hotel pay minimum and approximate
of $9.00- $10.00 per hour (Bellman job role. 2018).
Server: There are several people who want to work with this hotel as it offers and known
for its culinary services. They also provide flexible timing like part-time and full time which is
also the main reason that people want to work with this. In this type of operation, workers are
responsible for taking food and beverages orders, providing orders to customer tables and
catering to customer needs (Server job role. 2018.). The average server makes minimum and
approximate of $3.00- $4.00 per hour at Four Seasons hotel.
P 5 Skills required for roles within the hospitality industry
Hospitality industry consists of several departments for which it requires skilled workers.
Different departments require different skills of employees. For providing excellent and
satisfying services to customers there is a requirement to have some skills and knowledge such
as:
Customer service: Customer service skills and the ability to please guests is an
important skill that is required for all job roles within the hospitality industry and Four seasons
hotel. The way of talking with guest, the way of providing services to them is all called customer
service skills. An individual who have this service he/she can easily apply in hospitality sector.
While dealing with a difficult customer, there is a requirement for an employee to smile and be
polite (Alhelalat, 2015). Bellman and front desk agent is the type of job role that is being
described as above.

Communication skills: A strong and an effective communication also plays a vital role
in attracting and influencing people. In hospitality and tourism industry, employees have to deal
with different types of customers. For dealing with different background, culture and ages of
customers, it is important to have the knowledge of talking with them. By communicating in an
effective manner with customers, employees can influence customers to come back and it can
also help them in improving a strong relationship with them. This skill is required in front office
job role to influence and attract guests (Ramanathan, Ramanathan and Zhang, 2016).
Team work: As it is stated that all functional and operational departments of Four
seasons hotel and hospitality industry are interrelated. There is a requirement for them to work in
a team and collaboratively. For attracting customers and satisfying them, employees must
possess team working skills. It increases their learning skills. By working well with others,
hospitality industry can satisfy its customers and also can retain top talent within its hotel. Team
work skills is required for server job role as they have to maintain a relationship with other
departments.
Problem solving: Problem solving skill is also highly value in hospitality and Four
Seasons hotel. The ability to think critically and get ideas to solve problems is called problem
solving skills. Higher competition, staff turnover, changing needs of customers are some
problems faces by hospitality industry. For solving all these problems and becoming the market
leader it is important for employees to have this skill for fulfilling roles of this hotel (Pratt and
Hahn, 2016). This skills is required to have in all types of job role such as bellman, front desk
agent and server. They need to think critically and solve any type of problem.
PROJECT 2 (LO 3)
P 6 Impacts of external factors on hospitality industry
Covered in PPT....
P 7 SWOT analysis for hospitality business
Covered in PPT...
(LO 4)
P 8 Implication of current and potential trends in the hospitality industry

Covered in PPT....
CONCLUSION
From the above study, it has been summarized that hospitality industry played a vital role
in generating economy at global, national and local level. Different types of businesses like
hotels, travel and tourism, accommodation, entertainment has also been shown in this study.
Different types of businesses played different and significant role that also have different types
of operational and functional department. Common operational and functional departments in all
types of businesses are marketing, Human resources, customer service, production etc. Further,
this report discussed some job roles and skills required to fulfil roles of hospitality industry like
problem solving, customers service etc.

REFERENCES
Books and journals
Alhelalat, J. A., 2015. Hospitality and non-hospitality graduate skills between education and
industry. Journal of Business Studies Quarterly. 6(4). p.46.
Chen, J. S. and et.al., 2017. Business co-creation for service innovation in the hospitality and
tourism industry. International Journal of Contemporary Hospitality Management.
29(6). pp.1522-1540.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
Karch, G. E. and Peters, M., 2017. The impact of employee uniforms on job satisfaction in the
hospitality industry. Journal of Hotel and Business Management. 6(1). pp.1-6.
Pratt, M. A. and Hahn, S., 2016. Enhancing hospitality student learning through the use of a
business simulation. Journal of Hospitality, Leisure, Sport & Tourism Education. 19.
pp.10-18.
Ram, Y., 2018. Hostility or hospitality? A review on violence, bullying and sexual harassment in
the tourism and hospitality industry. Current Issues in Tourism. 21(7). pp.760-774.
Ramanathan, R., Ramanathan, U. and Zhang, Y., 2016. Linking operations, marketing and
environmental capabilities and diversification to hotel performance: A data envelopment
analysis approach. International Journal of Production Economics. 176. pp.111-122.
Robinson, P. and et.al., 2016. Operations management in the travel industry. Cabi.
Sanjeev, G. M., 2016. Innovations mount up in the Indian Hospitality Industry: summing up.
Worldwide Hospitality and Tourism Themes. 8(4). pp.496-503.
Online
Hospitality industry and local economy, 2016. [Online]. Available through: <http://www.ibs-
systems.co.uk/morning-briefing-from-propel/hospitality-industry-biggest-contributor-to-uk-
economy-since-recession/)>.
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is-the-hospitality-industry-important/ >.
Bellman job role. 2018. [Online]. Available through:
<https://www.payscale.com/research/US/Job=Bellman/Hourly_Rate >.
Server job role. 2018. [Online]. Available through:
<https://www.payscale.com/research/IN/Employer=The_Four_Seasons_Hotels_
%26_Resorts/Salary >.
International economy. 2018. [Online]. Available through: <https://www.kendall.edu/blog/why-
is-the-hospitality-industry-important/ >.