Unit 1 Hospitality Industry Analysis: Hyatt Hotel Report

This report provides a comprehensive analysis of the hospitality industry, using Hyatt Hotel as a case study. It begins with an introduction to the industry's importance and scope, followed by a discussion of different business types, including nightclubs, bars, resorts, and accommodations, highlighting both tangible and intangible aspects. The report then elaborates on various operational and functional departments within Hyatt, such as housekeeping, food and beverage, and front office, emphasizing their interrelations. Furthermore, it examines the hospitality industry's contribution to local, national, and international economies, particularly focusing on job creation and the role of franchising and licensing. The report also discusses different operational roles within the industry, including front desk services, housekeeping, and marketing & sales. It concludes by outlining essential skills for various job roles, such as customer handling, problem-solving, critical thinking, and oral communication, crucial for success in the hospitality sector. The report also references the provided PPT which is not available.

Unit 1- the Contemporary
Hospitality Industry

Table of Contents
Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
P1 Discuss different types of business within hospitality industry and various products and
services offered by them..............................................................................................................1
P2 Elaborate a range of operational and functional departments................................................2
P3 Contribution of hospitality industry to local, national and international economies.............3
P4 Discuss different operational roles within hospitality industry..............................................4
P5 Discuss several skills in specific job roles with respect of hospitality industry.....................4
P6 Covered in PPT.......................................................................................................................4
P7 Covered in PPT.......................................................................................................................4
P8 Covered in PPT.......................................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Hospitality industry is considered as one of the important sectors as it generates enormous
revenue and provide greater economy of scale as well as it is regarded as the most crucial in
travel and tourism industry (Huang and et.al., 2016). It includes variety of services such as
restaurants, hotels, theme parks and many more and also it emphasises on luxurious facilities,
enjoyment, experience and catering essential needs of customers. This report is based on Hyatt
Hotel which is one of the renowned brands in US. This hotel is one of the oldest hotels with an
around 10,000 employees and currently it is operating in 60 countries. This report comprises of
size, scope and structure of hospitality industry. Also, this report covers current and anticipated
skills of hospitality industry. Internal and external factors related to current issues is mentioned
in this report. Also, it determines current and several potential trends that affect the hospitality
industry is also included in this report.
P1 Discuss different types of business within hospitality industry and various products and
services offered by them.
Hospitality industry is a broad term that includes wide range of services such as event
planning, accommodation, transportation, food facilities and many more (Hwang and Seo, 2016)
Kong, H., and et.al., 2018). In today’s modern era, this is one of the growing sectors who
contribute to majorly for economic development and GDP in the world. This sector provides vast
job opportunities in different areas like event planners, coordinators, host, restaurant servers and
many more. Different types of hospitality industry is given below:
Nightclubs: Various hospitality sectors are collaborated with nightclubs which has a
great demand especially among the younger generations as it provides a greater opportunity to
generate additional revenue. Also, it provides a great experience to individuals and pleasurable
moments among guest.
Bars and cafes: They provide an excellent opportunity to their guest to refresh their
feeling and sense of joy with a tasty meal. Many hotels combine such facilities so as to generate
large number of clients and accelerates their revenue.
Resorts: this is one of the trendy classifications of hospitality industry as it provides a
wonderful experience by providing several facilities such as gym, indoor and outdoor games,
food services and also provide a best view of nature to their guests.
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Accommodations: This type is considered as the backbone of hospitality industry as it
emphasises to provide staying facility (Wang, 2016). The manager of Hyatt emphasises on
providing this facility by providing Wi-Fi facilities so as to gain maximum satisfaction.
Tangible and intangible nature of hospitality industry
Tangible Intangible
It includes physical merchandise which we
touch and see such as food or drinks offered by
hotel or restaurants.
It includes the services such as speed of
delivery, quality of personnel in case of
hospitality industry.
There are several types of products or services that are offered within the hospitality industry are
food and beverages, accommodation, parking facilities, housekeepers, DND services, cleaning
services, rest rooms and many more (Mooney, Harris and Ryan, 2016). In relation to this, some
of them are given as follows:
Laundry service: This provide a great ease of convenience as some clients make use of
such facilities by washing their clothes.
Luggage forwarding: This provide guest to move with worry free without carrying their
non-essential belongings with them.
Pick up and drop facility: this is one of the services that provide a convenience to their
guest by making an appropriate schedule in according to their plans.
P2 Elaborate a range of operational and functional departments
In the context of Hyatt corporation, several operational and functional departments are
given below:
Housekeeping department: in the context of Hyatt hotel, this provide several services
such as lobbies, restrooms, cleaning of guest rooms and many more. The role of housekeepers is
to ensure that there is proper cleanliness and hygiene that maintain high standards and attract
clients.
Food and beverage department: This includes several roles such as chef, cook and
kitchen manager who handle overall activities related to kitchen. The Kitchen manager of Hyatt
provide excellent quality of food in a hygienic environment and also it ensures safety and
security measures (Okumus and et.al., 2019)
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Front office department: this play a major role as it deal with several aspects such as
handling customer complaints, welcome guest with smile and also provide them with relevant
information related to bookings and so on (Tung and Au, 2018). The front office in Hyatt hotel
play an important role as it understand the requirements of guest and also emphasise on solving
their queries in a best possible manner.
Interrelation between them are as follows:
Finance and marketing: Finance is considered as the blood of business while marketing
is considered as the backbone of business and both are dependent on each other. In the context of
Hyatt, the role of finance and accounting department deal with billing, preparation of financial
statements, payroll system while the role of marketing is to determine the needs and wants of
customer by conducting marketing research which enhance maximum customer satisfaction.
Food and beverage and purchasing department: With reference to Hyatt corporation,
the role of purchasing department is to acquire goods or services in bulk quantity from suppliers
so as to reduce the cost of production. While the food and beverage department emphasise on
delivering food and beverages in according to the demand of clients. The purchasing department
buy merchandise so as to deliver them and serve them in an efficient manner.
P3 Contribution of hospitality industry to local, national and international economies
The hospitality industry is growing every year that contribute to the economic
development by taking into account several factors into consideration such as introduction of
information technology, telecom sector and many more (Pizam, Shapoval, and Ellis, 2016).
Attracting foreign direct investment provide enormous opportunity of generating revenue from
various sources at international level. Hyatt hotel has expanded its operations in different parts of
country so as to gain maximum customer satisfaction and also develop brand image at global
level. The booming of hospitality industry at national and global level is taken at fast pace as it
provides employment opportunities in different sectors. The manager of Hyatt hotel hires best
and potential candidates and divide the work among the subordinates in according to their
specialised skills so that they could work with greater zeal and thus enhance the overall
productivity and efficiency within the hospitality sector.
In relation to this, Hyatt hotel has expanded its operations in Asia which enhance the
brand image across the world. Franchising and Licensing play a crucial role in hospitality
business as it provides vast growth opportunities for expansion, diversification and
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modernisation. It also helps to enjoy greater economy of scale as a well-established firm could
expand its operations in different regions and give a sense of independency (Sun, Fong, Law and
He, 2017). But at the same time, it charges a huge sum of money and thus create a strong
distribution network around the globe. Through proper planning and coordination could assist a
firm in getting franchising and licensing and also provide assistance in creating a brand image at
a global level.
P4 Discuss different operational roles within hospitality industry
Corporations within the hospitality industry have various forms of organizational positions. In
hotel industry every other department has particular operational roles (de la and et.al., 2016).
Such functions are clarified as described in the framework of Hyatt Hotel:
Front desk services: While no organizational section is expendable within such a hotel
company, it could be claimed that nothing will really occur without front office workers. Such
staffs are in regular touch with visitors, and may be also capable of making and managing
reservations. For this position, detail-oriented individuals are sometimes needed, because they
have to meet the stringent guests’ expectations. Receptionist may also often be grouped in with
this section of the company, but may be a totally different branch worthwhile creating.
Housekeeping: Housekeeping coordinator is responsible for ensuring that the housekeeping
manager operates efficiently and reliably to provide the excellent outcomes to both the hotel's
guests and associates. This role is significant in Hyatt hotel as daily orders have to be provided to
the catering employees to ensure the product is working.
Marketing & sales: Every enterprise needs sponsorship. The marketing department is
determined to turn opportunities into hotel customers and trying to raise awareness about the
product. They need to keep abreast with the latest distribution channels and procedures, which
include social networking sites, online marketing, OTAs, and so on. Advertising can often take
over from front office service providers. And because managers of Hyatt hotel would like
authority from over accurate text that's communicated with their intended audience, those who
would often start taking it on particularly if they will not have a pre - established marketing team.
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P5 Discuss several skills in specific job roles with respect of hospitality industry
In the hospitality industry required various skills that help to maintain their job profile and get
growth in this industry (Liu and Arendt, 2016). There are mentioned various skills that must
have an employee in context of Hyatt hotel such as:
Customer handling skills: In the hospitality industry various types of people are arriving
in the hotel so for this require having skill of customer handling. It is required to handle all the
clients effectively and provide all the facilities according to their requirement. To work in the
Hyatt hotel, require this skill and handle all the customers in systematic manner.
Problem solving skills: Problem-solving is beneficial to people and institutions as it allows
us to exercise control of our environment. This skill provides everyone with a method to
recognize those other items, figure out that they've been cracked and recognize a line of
treatment to fix the others. It's a mixture of required soft skills to solve specific difficulties. Such
skills help to test and apply on-the-job solutions for various problems. Critical thinking skills
include many soft competencies such as observation, logic, interpretation and decision taking. In
the context of Hyatt hotel require this skill to manage all the members in the team and manage
work efficiency.
Oral communication skills: Most of the individuals are ready to collaborate in the
hospitality industry ought to be able to hold a conversation with the visitors and customers
arriving at the hotel with little issue. This competence is crucial in improving consumers are
treated properly in the hotel. Those qualifications are necessary in the framework of Hyatt
hotel to maintain adequate collaboration and coordination
P6 Covered in PPT
P7 Covered in PPT
P8 Covered in PPT
CONCLUSION
From the above information, it can be summarised that hospitality industry play an
important role in an organisation as it helps in managing an organisation in an effective and
efficient manner. It has been analysed that several scope, size and structure of company and
various products and services are mentioned in this report. Also, different operational and
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functional roles such as house keeping department, accounting and finance department has been
analysed in this report. Also, PESTEL and SWOT analysis is conducted to identify both internal
and external factors and assist the firm to take an appropriate decision.
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REFERENCES
Books and Journals
Golubovskaya, M., Robinson, R.N. and Solnet, D., 2017. The meaning of hospitality: do
employees understand?. International Journal of Contemporary Hospitality Management.
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.
Hwang, J. and Seo, S., 2016. A critical review of research on customer experience
management. International Journal of Contemporary Hospitality Management.
Kong, H., and et.al., 2018. Job satisfaction research in the field of hospitality and
tourism. International journal of contemporary hospitality management.
Mooney, S.K., Harris, C. and Ryan, I., 2016. Long hospitality careers–a contradiction in
terms?. International Journal of Contemporary Hospitality Management.
Okumus, F., and et.al., 2019. Strategic management for hospitality and tourism. Routledge.
Ozturk, A.B., 2016. Customer acceptance of cashless payment systems in the hospitality
industry. International Journal of Contemporary Hospitality Management.
Pizam, A., Shapoval, V. and Ellis, T., 2016. Customer satisfaction and its measurement in
hospitality enterprises: a revisit and update. International Journal of Contemporary
Hospitality Management.
Prud’homme, B. and Raymond, L., 2016. Implementation of sustainable development practices
in the hospitality industry. International Journal of Contemporary Hospitality
Management.
Sun, S., Fong, D.K.C., Law, R. and He, S., 2017. An updated comprehensive review of website
evaluation studies in hospitality and tourism. International Journal of Contemporary
Hospitality Management.
Tung, V.W.S. and Au, N., 2018. Exploring customer experiences with robotics in
hospitality. International Journal of Contemporary Hospitality Management.
Wang, C.J., 2016. Does leader-member exchange enhance performance in the hospitality
industry?. International Journal of Contemporary Hospitality Management.
Liu, Y. S. and Arendt, S. W., 2016. Development and validation of a work motive measurement
scale. International Journal of Contemporary Hospitality Management.
de la Peña, and et.al., 2016. Are innovations relevant for consumers in the hospitality industry? A
hedonic approach for Cuban hotels. Tourism Management. 55. pp.184-196.
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