Exploring Operations and Roles in the Hospitality Industry

This report provides a detailed analysis of the contemporary hospitality industry, focusing on Rosewood London as a case study. It explores various businesses within the hospitality sector, including accommodation, restaurants, pubs, nightclubs, and resorts, highlighting the services they offer. The report examines the operational and functional departments in a hotel, such as front desk, housekeeping, maintenance, accounting, marketing, and kitchen staff, detailing their respective roles. It also assesses the contribution of the hospitality industry at local, national, and international levels, emphasizing its impact on GDP and tourism. Furthermore, the report identifies key operational roles within the industry, including front office executives, hotel general managers, housekeeping in-charges, concierge in-charges, and maintenance heads, outlining the skills required for these positions, such as customer service, communication, and problem-solving. The document concludes by emphasizing the importance of adapting to new trends and innovations in the hospitality industry to ensure optimal performance and positive customer reviews. Desklib provides access to similar solved assignments and study tools for students.

The
Contemporary
Hospitality
Industry

Contents
INTRODUCTION...........................................................................................................................................3
TASK 1..........................................................................................................................................................3
P1: Businesses in hospitality industry......................................................................................................3
P2: Operational and functional departments in a hotel..........................................................................4
P3: Contribution of hospitality industry...................................................................................................5
TASK 2..........................................................................................................................................................6
P4: Operational roles in hospitality industry...........................................................................................6
P5: Skills required for roles in the hospitality industry............................................................................7
TASK 3..........................................................................................................................................................8
P6: Covered in PPT...................................................................................................................................8
P7: Covered in PPT...................................................................................................................................8
TASK 4..........................................................................................................................................................8
P8: Covered in PPT...................................................................................................................................8
CONCLUSION...............................................................................................................................................8
REFERENCES................................................................................................................................................9

INTRODUCTION
Hospitality Industry is a broad industry which covers different types of services which
are provided to various customers and clients (Ali, Amin and Cobanoglu, 2016). In this industry,
hotels, resorts and leisure centers are there which provide their facilities to their customers for a
particular fee. It has seen a tremendous growth in the last few years due to the wide scope it
offers for the businesses to earn maximum profits in the future without any kind of problems and
issues. For this report, Rosewood London has been selected which is a Five-Star Hotel in
London, United Kingdom. In this report, detailed analysis will be made on the current structure,
scope and size of hospitality industry, exploring of current and anticipated skills requirements in
it. Additionally, review of various factors which consider it and analysis of current trends which
affect it will be discussed as a part of this assignment.
TASK 1
P1: Businesses in hospitality industry
The hospitality industry is very wide and consists of different types of businesses. These
are explained as follows-
 Accommodation- Accommodation means providing lodging services to the guests and
clients by charging a specific fee for it (Bavik, 2016). This service is provided by hotels
and resorts of different kinds. Rosewood London is a service-provider for
accommodation.
 Restaurants- Restaurants provide services related to food and beverage and are of
different classes depending upon the budget of the customer. Core by Clare Smith is an
example of a Restaurant.
 Pubs- Pubs provide services relating with enjoyment to the customers who visit them.
The Mayflower Pub is an example of a Pub in London.
 Nightclub- Nightclub provides services related with enjoyment, disco etc. to the
customers. These businesses primarily operate during night. Infernos Nightclub is an
example of a nightclub in London.
 Resorts- Resorts are big chain of hotels providing vast facilities to their customers and
clients by charging a specific fee. Low Wood Bay Resort & Spa is an example of a resort
in London.
All of these businesses offer different types of services to their customers and clients.
These services are-
 Lodging- This is one of the main services within the hospitality industry.
Accommodation is provided in the hotels on the basis of budget of the client and
therefore this service is mainly provided by the hotels.

 Food and Beverage- This is also a main service within the hospitality industry. This is
provided by restaurants to their customers by charging a specific fee for it.
 Leisure services- Leisure services are required by certain guests. These are mainly
provided by the pubs and nightclubs to their customers.
 Enjoyment services- Enjoyment services are provided by the pubs and nightclubs to
their customers.
Thus, there are various organizations operating within the hospitality industry and
therefore they all provide different types of services to the customers as well as clients.
These businesses have to provide satisfaction to the customers so that they continue to
avail their services. As Rosewood London is a 5-star hotel operating in a posh area of
London it has to keep its services premium so that the customers get for what they are
paying for. Thus the hotel has to provide luxury and premium services for its clients
which can enhance their satisfaction level and lead to positive reviews.
P2: Operational and functional departments in a hotel
There are various types of operational and functional departments within a hotel. These
are explained in the context of Rosewood London as follows-
 Executives- They mainly acts as the decision-makers in the business. In Rosewood
London, these are the main departments of the hotel which take all the major decisions
related to the business effectively and efficiently to make sure that it grows in the future.
 Front desk services- These services are provided in a hotel to welcome the guests who
arrive at the hotel (Dzhandzhugazova and et.al., 2016). They are required so that the
problems and grievances faced by the customers and clients are solved and a comfortable
stay is ensured to them at the hotel for the price which they pay. In Rosewood London
these services are provided to the guests.
 Housekeeping- These are the services related with the cleaning of room and maintaining
it. The housekeeping department of any hotel ensures that everything is in order. In
Rosewood London also it actively completes its work.
 Maintenance- These services are concerned with ensuring that all the equipments of the
room are working fine and there is no problem to the guests (Huang and et.al., 2016).
Rosewood London has a separate maintenance department which ensures this and makes
sure that the activities are carried out effectively without any problems and issues.
 Accounting- These services are concerned with maintenance of accounts of the hotel
effectively and efficiently. In Rosewood London, this department makes sure that the
accounts and financial information of the business is maintained in an efficient manner.
 Marketing & Sales- They are concerned with marketing and promotion of the hotel so
that it can get more customers and therefore can increase its revenues and subsequently
maximize the level of profits without any problems. In the context of Rosewood London,

they make sure that it is able to promote its services and get more clients so as to
maximize its profits.
 Kitchen Staff- Kitchen Staff of the hotel makes sure that the food and beverage services
are provided to the guests. It works to provide efficient and effective services to the
guests of the hotel. As Rosewood London is a 5-star hotel it has a separate kitchen
department to deal with the demands, needs and requirements of the clients who are
staying at the hotel. It is in charge of providing good-quality food and beverages to the
clients.
P3: Contribution of hospitality industry
The hospitality industry contributes a lot to the growth of the GDP of any country. It
contributes at different levels in its growth. The contribution made by the industry at different
levels is as follows-
 Local level- The hospitality industry contributes at the local level in the economy. It does
so by providing employment to a lot of people in different types of businesses (Ling, Liu
and Wu, 2017). Therefore in this manner it helps in solving the problem of
unemployment. Rosewood London provides employment to a lot of local people and
therefore in this manner contributes a lot to the economy at local level. Therefore the
hotel makes sure that in this way it is able to develop the regional economy and
development is brought to the local level also allowing it to start from the ground level
itself.
 National level- In the hospitality industry, a lot of services are provided to the guests and
clients. Thus the industry is a booming one and therefore contributes a lot to the economy
at the national level. It does so by making sure that its services add a particular value to
the GDP of the country. Rosewood London provides varied services to its clients and
therefore contributes to the economy at national level also. By earning profits and earning
a sustainable level of income businesses of the hospitality industry contribute a lot in
increasing the national income of the country. The industry has encouraged several
people to become self-employed by opening up their own business to earn profits.
 International level- Hospitality industry makes a contribution to the international level
as well. It is done through providing luxury and premium services as and when required
by the international customers and clients. Rosewood London makes sure that it is
providing services which are at par with the hospitality standards which have been set
internationally and thus it is ensured by the hotel that it is able to provide excellent
services to the international guests. The industry contributes a lot to the development of
tourism facilities in many countries.
Thus, in this way the industry is able to contribute at different levels to the
economy at different levels. The industry is also growing rapidly at a very fast pace and a

lot of new innovations and trends are shaping up in it. Therefore, it is required from the
businesses in it to make sure that they are working at their optimum capacity and
contributing a lot towards the overall development in the economy by providing their best
services to the customers and clients who pay a price for availing them and making sure
that they give positive reviews.
TASK 2
P4: Operational roles in hospitality industry
There are different types of operational roles in businesses within the hospitality industry.
In hotels there are specific operational roles in each of the departments. In the context of
Rosewood London these roles are explained as follows-
 Front office executive- The front office executive has a task of booking reservations,
dealing with the queries, problems and issues of guests and solving them (Ozturk, 2016).
Also the task is to make sure that the operations in the hotel are being carried out
effectively and efficiently. In Rosewood London, this position is quite important for the
overall management of the operations.
 Hotel General Manager- Hotel General Manager needs to make sure that the overall
operations in the hotel are running smoothly as required and there is no problem in the
administration. In the context of Rosewood London, this position is quite important
because it can allow the organization to make sure that the day to day activities are
carried out without facing any kind of issues and problems.
 Housekeeping Incharge- Housekeeping Incharge has a responsibility to make sure that
the housekeeping department is working effectively and efficiently to ensure the best
services to the customers as well as clients of the hotel. In Rosewood London, this
position is quite important because the hospitality staff has to be given regular
instructions so as to make sure that the work is being done properly.
 Concierge Incharge- Concierge Incharge has the duty to make sure that the luggage of
the guests which they are leaving at the hotel is completely safe (Peters and Kallmuenzer,
2018). For this monitoring of activities at Concierge Department has to be done
effectively and efficiently. In the context of Rosewood London, it can make sure that the
guests are not worried about the luggage after leaving it at the concierge.
 Maintenance Head- Maintenance Head at the hotel has a specific task of making sure
that the equipments in all the rooms of the hotels are working properly and the rooms are
properly maintained according to the facilities provided (Pirani and Arafat, 2016). If there
is a problem or a issue raised by a guest then the maintenance department has to work to
ensure that it is resolved. In Rosewood London, Maintenance Head ensures that
cooperation and coordination is carried on effectively in the department to get the work
done and provide proper maintenance of rooms.

P5: Skills required for roles in the hospitality industry
Different types of skills are required for the roles within the hospitality industry. The
skills which are required are as follows-
 Customer service- The people who are willing to work in the hospitality industry should
have skills of customer service (Do You Have What It Takes to Have a Career in
Hospitality?, 2019). This is very important because by ensuring customer service skills
they can get to work to ensure that the satisfaction level of the customers always remains
high. Therefore these skills are a must in a person for working in the hospitality industry.
In Rosewood London, those people are preferred who have these skills.
 Communication skills- The people willing to work in the hospitality industry should be
able to communicate effectively without any problem with the guests and clients coming
to the hotel. This skill is important in making sure that the customers are properly dealt
with in the hotel. In the context of Rosewood London, these skills are required to ensure
proper cooperation and coordination.
 Training- Training is absolutely necessary for assuming any important role in the
hospitality industry. In Rosewood London, it is provided to the staff of the hotel as well
as the newcomers to make sure that they handle guests effectively.
 Cultural awareness- Cultural awareness is a must for hospitality industry as people of
different cultures arrive at hotels (Putra, Cho and Liu, 2017). In Rosewood London, this
quality is a must for any role.
 Multi-tasking- Multi-tasking is a quality and skill which is required in the candidates. In
Rosewood London, this quality is desired in the applicants.
 Team-Spirit- Team-Spirit is quite important for the candidates in this industry.
Rosewood London also requires this quality in its employees.
 Flexibility- Working in the hospitality means flexibility. Therefore, Rosewood London’s
staff has to be flexible.
TASK 3
P6: Covered in PPT
P7: Covered in PPT
TASK 4
P8: Covered in PPT

CONCLUSION
From the above report, it can be concluded that hospitality industry is a major industry
which contributes a lot to the development of economy of a country. There are different types of
businesses in it, there are different operational and functional departments in them, and it makes
a contribution to the local, national and international economies. It has different types of
operational roles and there are various skills which are required in order to work in this industry.
Also, there are external factors which affect it. Internal factors also affect the businesses in this
industry and there are different types of trends which have come up in it offering a chance to the
organizations to maximize their profits and achieve their goals and objectives.

REFERENCES
Books and Journals:
Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience,
emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese hospitality
industry. Journal of Hospitality Marketing & Management. 25(4). pp.449-475.
Bavik, A., 2016. Developing a new hospitality industry organizational culture
scale. International Journal of Hospitality Management. 58. pp.44-55.
Dzhandzhugazova, E. A. and et.al., 2016. Innovations in hospitality industry. International
Journal of Environmental and Science Education. 11(17). pp.10387-10400.
Huang, J. and et.al., 2016. The impact of CEO servant leadership on firm performance in the
hospitality industry. International Journal of Contemporary Hospitality Management.
Ling, Q., Liu, F. and Wu, X., 2017. Servant versus authentic leadership: Assessing effectiveness
in China’s hospitality industry. Cornell Hospitality Quarterly. 58(1). pp.53-68.
Ozturk, A. B., 2016. Customer acceptance of cashless payment systems in the hospitality
industry. International Journal of Contemporary Hospitality Management.
Peters, M. and Kallmuenzer, A., 2018. Entrepreneurial orientation in family firms: The case of
the hospitality industry. Current Issues in Tourism. 21(1). pp.21-40.
Pirani, S. I. and Arafat, H. A., 2016. Reduction of food waste generation in the hospitality
industry. Journal of Cleaner Production. 132. pp.129-145.
Putra, E. D., Cho, S. and Liu, J., 2017. Extrinsic and intrinsic motivation on work engagement in
the hospitality industry: Test of motivation crowding theory. Tourism and Hospitality
Research. 17(2). pp.228-241.
Online
Do You Have What It Takes to Have a Career in Hospitality?. 2019. [Online]. Available
through: <https://www.kangan.edu.au/students/blog/essential-skills-for-a-career-in-hospitality>