Grosvenor House Hotel: Operational Roles & Economic Impact in UK

This report provides an overview of the hospitality industry, focusing on operational roles and economic impact, using Grosvenor House Hotel as a case study. It identifies various business types within the hospitality sector, including lodging, restaurants, pubs, travel & tourism, and membership events. The report details the range of operational and functional departments, such as front house operations (housekeeping, reservation, front office, marketing, sales, F&B) and back house operations (engineering, accounting, HRM), highlighting their importance in the success of a hospitality entity. Furthermore, it examines the significant share of the hospitality sector in local, national, and international economies, particularly its contribution to the UK economy through employment generation and revenue. The report also discusses various operational roles within the hospitality sector, such as housekeeping, sales and marketing, and front desk facilities, along with the skills needed for these roles, including flexibility, language skills, and communication skills. The document is available on Desklib, a platform offering study tools and resources for students.

Contemporary
Hospitality Industry

TASK 1 (POSTER)
INTRODUCTION: Hospitality industry is a corporate sector that emphasizes upon fulfilment
of needs and wants of customers in a manner such that they can be retained for a long duration of
time. Grosvenor House Hotel is a lavish organisation situated in the Mayfair area of London and
is managed by JM Grosvenor House Hotel Chain of hotels.
P1. Types of businesses within hospitality sector
Hospitality sector is one of the fastest and developing sectors of corporate world whereby
the companies are indulged in provision of offerings to a large base of customers. The quantum
of hospitality organisations within past some time has enhanced as huge number of persons have
turned into travellers and continuously commute for a variety of reasons such as leisure,
business, experience, fun, adventure etc. The hospitality industry consists of a number of
businesses and such areas of business are found to be prevalent in Grosvenor House Hotel also.
In this regard, such kinds of businesses are described below:-
Lodging: This can be referred to as the facility of provision of accommodation services
to people. In other words, it can be said that this is a service that implies rendering a person with
a place to carry out sleep. This facility can be provided for a night or more within motels and
hotels such as Grosvenor House Hotel.
Restaurants: This is a service which is associated with provision of food and beverages
to customers as per their needs, wants, tastes and preferences. This is an organisation which
belongs to Food & Beverage Sector. Here, Grosvenor House Hotel is indulged in provision of
catering services to people with an aim to satisfy their demands and expectations.
Pubs, bars as well as night clubs: This is found to be yet another essential and
significant area of hospitality sector that is entangled in provision of entertainment and beverage
facilities to the base of consumers. With the help of this, people would be able to sin, dance and
have fun with their peers, families and acquaintances as per their convenience and get refreshed
and relaxed eventually. Such facilities are rendered within Grosvenor House Hotel in order to
attract the attention of people who possess a likelihood towards partying.
Travel & Tourism: This is ascertained to be a vast sector that is concerned with provision
of commuting and/or transportation services to people such as by way of roads, flights, trains,
ships etc. Such types of organisation operating within the hospitality sector is regularly engaged

in transmission of personnel from one place to another. These services are available at
Grosvenor House Hotel as it is a luxury hotel which can not compromise with the demands and
expectations of customers.
Membership and Events: Certain hospitality industry provides a membership of their hotel
for a year, 5 year or lifetime where customers can enjoy various services of the company at free
of cost or minimum cost. For instance, by owning a membership of a hotel, customers can stay
with hotel freely and the organisation can also involve various like organising special events like
new year event, Christmas events for the members.
P2. Range of operational and functional departments.
Operational as well as functional departments can be said to be the core on the basis of
which the success of a company, especially an entity operating within hospitality industry, is
defined. Both of these departments work in correlation in order to effectively execute the
activities and processes of an entity. In this regard, both these departments have their own
importance within the hotel which can not be neglected. Within Grosvenor House Hotel, the
operational department consists of 3 areas while the functional department also comprise of 3
important areas of an organisation. The description of both the departments in the form of front
and back house operation departments is as follows:-
Front house operation department: This department consists of operational areas such
as housekeeping, reservation and front office within a hotel. This department within a hotel is
dealing with customers on a daily basis and thus require good level of communication so as to
have a strong and effective power to persuade people for experience the services provided by the
respective company. Further, it comprises of functional units such as marketing and sales that are
engaged in group and catering sale. The F&B unit of Grosvenor House Hotel also belongs to this
department and consists of lounges, room service, conferencing and banqueting, restaurants, bars
and pubs.
Back house operation department: This departments consists of areas such as
engineering, accounting and HRM. The human resource unit head would keep strong emphasis
upon hiring competent, skilled and knowledgeable personnel for the welfare and growth of
company. This would provide assistance to company in making sure that tasks are being
executed in the desired manner in accordance with the requirements of Grosvenor House Hotel.
HR further ensures safety and security of personnel inclusive of staff as well as customers, at all

times. This functional unit is responsible for ensuring that the food & beverages provided within
the hotel are hygienic, healthy and free from contamination. Further, the engineering unit is
responsible for the upkeep of infrastructural facilities of organisation. The focus will also be
upon enhancement of capital as well as ground maintenance. At last, the accounting department
will work credit services and ascertaining revenues and gains earned by entity.
(Source: Functions And Divisions, 2019)
P3. Share of hospitality sector to local, national and international economy
Owing to rising number of travellers with every upcoming year, hospitality sector is
constantly developing at a fast pace. This has merits for national, local as well as international
Illustration 1: Functions And Divisions

economy. Tourism industry contributes significantly for the growth as well as development of
economy and the nation. Tourism refers to the phenomenon of travelling from home country to
another place owing to purposes such as vacation, leisure, vacation, business, exploration etc.
This tends to create demands for a number of services as well as products.
The hospitality industry within UK is rapidly evolving generating large scale demands for
employment facilities for local people. This industry has given jobs to a total of over 2.4 million
persons as reported by the statistics of 2017 and around 1.2 million in approximately 170,000
business setups. This is ascertained to be the fifth biggest sector of UK employing maximum
quantum of population. Hospitality industry has led to generation of revenues amounting to
£90billion that can be said to a substantial contribution towards the taxation of country
(£34billion). In addition to this, VAT for restaurants has also led to generation of 54000 jobs
within the confines of nation (Economic Contribution of UK hospitality industry, 2019).
This sector further has a significant contribution within the economy of United Kingdom
because generation of employment opportunities lead to increase in per capita income of this
nation. This will provide assistance to them in sustaining a high standard of living. Owing to this
industry, the sectors such as shopping, travelling, sight-seeing etc. get developed and enhanced,
thereby leading to the wholesome development of nation.
In the same manner, international tourism has also substantially contributed towards the
development of economy of United Kingdom. This is so because they carry out travelling by
way of air. Further, as they are from international nations, they are most likely to carry out
shopping which will also lead to growth as well as welfare of economy. In addition to this,
licensing as well as franchising also largely contributes towards the establishment and appraisal
of hospitality companies within the specified nation. This will lead to generation of huge taxes,
thereby giving a strong boost to the economy of the stipulated country.
CONCLUSION: Thus, it can be concluded that hospitality is one of the most rapidly evolving
sectors which leads to the growth and development of nation. Further, this industry gives a boost
to the local, national and international economies.

TASK2 (FACT SHEET)
INTRODUCTION: Hospitality Sector is an important and rapidly growing sector across the
global corporate world which encompasses various types of operational roles and skills for such
roles through which the achievement of organisational goals and objectives can be ensured.
P4. Various operational roles in hospitality sector
As this is a broad sector and leads to generation of large number of employment
opportunities, there are a variety of operational roles that are found to be prevalent within the
hospitality sector. Such roles are ascertained to be significant as with these, the respective
company can feasibly devise a number of strategies which aid in fulfilment of needs and
demands of consumers and consequently the receipt of contentment from them. Below
mentioned are the various types of operational roles that are found to be prevailing within
Grosvenor House Hotel:-
Housekeeping: The primary task of this unit within Grosvenor House Hotel is to keep
the organisational premises as well as surroundings properly clean and maintained so as to make
the stay for its base of customers eternally comfortable and feasible. This is ascertained to be that
operational department lying within the hospitality organisation that is engaged in developing a
neat and clean atmosphere while people are at stay. This facility is available to guests at any
point of time in day or night. This business unit makes sure that the linen in various parts of
Grosvenor House Hotel such as fitness centre, rooms, conference and banquet halls, spa etc.
Also, it keeps a check upon the cleanliness of uniform of all the workers operating within the
hotel.
Sales and Marketing: Within the corporate world, each and every business entity operate
for the purpose of accomplishment of its goals and objectives. It is further evident that the
growth and success of a company owes to the employment of effective sales and marketing
strategies. In this regard, the manager associated with both of these functions of entity work upon
designing and developing such strategies that possess the potential as well as capability to gain a
competitive advantage in market place. The manager of Grosvenor House Hotel organises a
number of marketing campaigns as well as makes use of promotional tools to actively engage the
customers in a meaningful conversation so as to persuade them to make a purchase. This leads to

generation of sales and profits which directly lead to growth and development of entity within
the market place.
Front desk facilities: This business unit within Grosvenor House Hotel is entangled in
interacting with guests on a regular basis. Herein, the managerial person is responsible for
devising and holding the bookings. Such persons operate in an effective manner with a view to
resolve the complaints of service users by continuously communicating with them. Further, it is
the main responsibility of front desk to create an ever lasting impressions over the mindsets of
people.
P5. Skills needed for various roles within hospitality sector and lack of current skills.
In context of hospitality sector, people of ample number of cultures and nations integrate
for a variety of purposes. Thus, this industry needs a wide variety of skills to perform a number
of roles. In this regard, the skills that are needed within Grosvenor House Hotel are briefly
described below:-
Flexibility skills: Owing to diverse variety of customers, the respective company must
possess flexibility. This is so that Grosvenor House Hotel can customise its products and services
according to the needs and requirements of the customers. This skill is very important in the
company because customer can demand different products and organisation works to satisfy that
skill.
Language skills: As the customer visits from different destinations and countries, the
staff and employees of the Grosvenor House Hotel must be familiar with different languages in
order to effectively communicate, understand and fulfil the needs and requirements of the
people. In present business world it is one of the most important skills.
Communication skills: This skill is another very crucial skills because without
communication no business organisation can attain business goals and objectives effectively and
efficiently. Therefore, the employees and staff must have strong communication skills so that
they can clear the queries of the people and they must be patient and good listener.
CONCLUSION: On the basis of above discussion, it can be concluded that hospitality sector
plays a pivotal role in the growth and development of nation. There are a number of departments
and units which require skills, competence and knowledge in order to execute the desired tasks.

REFERENCES
Online
Economic Contribution of UK hospitality industry. 2019. [Online]. Available Through:
<https://www.oxfordeconomics.com/my-oxford/projects/296333>.

TASK3 (PPT)
INTRODUCTION: Hospitality sector can be said to be an integration of a number of areas such
as boarding, lodging, night club, bars, pubs etc. This presentation consists of PESTLE and
SWOT analysis of Grosvenor House Hotel along with the impact of current and potential trends
upon the entity.
P6. PESTLE of Grosvenor House Hotel
PESTLE analysis is carried out by a company to gain knowledge of its macro
environmental environment which is uncontrollable in nature. Below mentioned is PESTLE
analysis of Grosvenor House Hotel:-
Political factor: These factors are concerned with the political stability and government
intervention. The factors which will included under this are taxation, subsidies, trade policy,
commerce, etc. These factors are out of the control of the organisations. It will have a profound
and significant impact on the Grosvenor House Hotel. For instance, Grosvenor House Hotel can
be adversely affected by the danger of terrorism, international relations and atmosphere of
political environment in specific tourist destinations. It is the threat for the organisation and
restricts people to travel. Thus, it will also affect the brand image and reputation of the
Grosvenor House Hotel.
Economic factors: These factors are concerned with the economic stability of the
organisation. It depicts the financial strength and level of profitability for the company. It affects
the organisation by considering various factors like inflation, deflation, recession, currency, etc.
For instance, Grosvenor House Hotel will have a crucial impact of this factor during the period
of inflation. This is because at that time the prices of products and services increases and
customer tends to spend their disposable income on useful products and services only. This will
affect their purchasing power and also create a debt for the company.
Social factors: These factors are concerned with the social trends like demographics, age,
class, status, buying behaviour, attitude, lifestyle, income, etc. of the individuals. Customer needs
and preferences are highly dynamic in nature and it changes very rapidly. In this, Grosvenor
House Hotel will be affected by the buying behaviour of the people. Now a days people prefer to
own a package rather than a day basis so for this the organisation will require to develop a
packages of different types, like couple package, family package, etc.

Technological factors: Technology is the most prevailing and growing factor in the
present business scenario. Every company needs to adopt certain technological aspects which
improves their efficiency and productivity. It includes factors like innovation, invention, research
and development, etc. Therefore, Grosvenor House Hotel will have crucial impact of this factors
and for this, the company will launch their products and services to the customer on mobile
where they can easily book and cancel the hotel bookings. This will also help the traveller to see
the hotel on the internet. There various technological equipments in the organisation which helps
in checking that the person is not carrying any harmful weapon.
Legal factors: These factors are concerned with the laws and legislations. It is important
factors because it assures that customers and employees are secured and protected. It includes
different factors like environmental laws, labour laws, employment laws, etc. In this, if
Grosvenor House Hotel does not treat the customers fairly or misinterprets them regarding the
products and services then the customers can take a serious action against the company and also
file a case which can affect the goodwill of the organisation.
Environmental factors: These factors are concerned with protecting the environment and
nature because they are the greatest tourist attractions. In this, the factors which will affect the
organisation includes climatic conditions, farming, agriculture, etc. Therefore, it is very
important for the Grosvenor House Hotel to protect the environment and use its scarce resources
effectively and efficiently. For instance, reduction in the fuel prices can reduce the cost of
travelling for the customers and this will have a positive impact on Grosvenor House Hotel as the
demand for customers will increase.
P7. SWOT analyse of Grosvenor House Hotel.
SWOT analyses is conducted by the organisations in order to identify the internal
strength and weakness and external opportunities and threat. It helps the company in evaluating
the level of competitiveness and develops the strategic plans. This is generally designed to
facilitate a realistic and data driven approach. The following is the SWOT of Grosvenor House
Hotel:
Strength
Global presence: The Grosvenor House Hotel hotel is present globally with more than
600 properties and covers each and every geographical area by operating in 122 countries
through out the world.

Focus on Innovation: The Grosvenor House Hotel is highly focussed towards the
innovation. It kept on producing new and innovative services for their customers all over the
world.
Drive for competitive advantage: Grosvenor House Hotel is one of the most
competitive brand in the hospitality industry and it regularly focuses on reinventing its brand in
order to attain the competition.
Weakness
Excessive focus on expansion: The Grosvenor House Hotel has expanded its operation
in wider area of the world where it becomes extremely difficult for the company to maintain the
quality standard and for this reason the brand is diluting.
Grosvenor House Hotel controversies: The Grosvenor House Hotel has suffered a lot
of problem due to its lack of privacy and secrecy concerns. It has been into the different
controversies for threat of terror attacks and lack of security of customers and employees.
Focus on family: The Grosvenor House Hotel has a strong focus on families and is
extremely unwilling to change this pattern.
Opportunities
The shift of customer behaviour: The changing trends of customer is prevailing in
present business world where they wish to stay in the luxury hotels whenever travelling with
friends and families. Thus, it increases an opportunity for the developing economies.
Huge unexploited market: Grosvenor House Hotel has gain a lot of attention on
LGBTQ section of society and has supported them whole heatedly. This gave them an
opportunity to provide special offers to the couples of this community which will contribute in
sale and revenue.
Emphasis on personalisation: The customers are highly personalised in nature and the
Grosvenor House Hotel has an opportunity to charge premium prices for every personalised
services which the customers wants.
Threats
Strong competitors: Higher level of competition from brands like Hyatt, Hilton, Holiday
Inn, etc.

Economic recession: This will affect the hospitality industry in a very poor manner
where many properties will be auctioned and sold in the market that are not able to generate the
profits and revenues.
TASK 4
P8. Implication of current trends within hospitality sector
The trends prevailing within hospitality sector are briefly described below:-
 One of the most essential trends rising on a constant rate has been ascertained to be
globalisation whereby Grosvenor House Hotel is caught up in sharing of resources,
labour force and technology among a number of nations, thereby making the business
concern much more viable.
 In addition to this, the concern associated with safety as well as security is rising and thus
Grosvenor House Hotel is undertaking measures to make sure that their customer base as
well as workforce is secured from various types of disasters.
 Furthermore, diversity is playing a crucial role within Grosvenor House Hotel as this
provides an opportunity to increase interaction with tourists of diverse cultures, castes,
religions etc.
CONCLUSION
It has been concluded that hospitality sector largely contributes in development of nation.
Further, PESTLE analysis demonstrates that macro environmental factors can be favourable as
well as unfavourable for the respective organisation. SWOT implies that entity focuses upon
innovation yet it faces threat from the presence of rival firms.

REFERENCES
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the tourism industry: An empirical study. International Journal of Tourism
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García-Villaverde, P. M., and. et. al., 2017. Determinants of radical innovation in clustered firms
of the hospitality and tourism industry. International Journal of Hospitality
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