Hospitality Industry Report: Departments, Roles, and Skill Gaps

This report provides a comprehensive overview of the contemporary hospitality industry. It begins with an introduction to the industry, highlighting its economic importance and key aspects such as accommodation and service. The report then delves into the functional and operational departments within a hotel, including housekeeping, front office, human resources, maintenance, finance, marketing and sales, and food and beverages, emphasizing their inter-relationships. It also explores various employment roles, such as concierge, HR manager, executive chef, operation manager, housekeeper, and waiter, detailing their responsibilities. Furthermore, the report identifies skill gaps and shortages, particularly in event planning and executive chef positions, and offers recommendations to address these issues, such as enhanced training and recruitment strategies. The conclusion summarizes the key findings, reinforcing the significance of each department and role within the hospitality sector.

THE CONTEMPORARY
HOSPITALITY INDUSTRY

Table of Contents
INTRODUCTION................................................................................................................................3
LO 1......................................................................................................................................................3
Covered in poster........................................................................................................................3
LO 2......................................................................................................................................................3
3 different functional and operational departments in the hospitality industry...........................3
4. employment roles in hotel industry.........................................................................................4
5.Review of skill gaps and shortages and recommendation to resolve the issues-.....................5
CONCLUSION....................................................................................................................................7
REFERENCES.....................................................................................................................................8
....................................................................................................................................................9

INTRODUCTION
Hospitality industry is all about providing the facilities to the customers. This industry plays
an important role in the economy of that nation. Hospitality industry has include about 1.6 million
people for employment. There are two factors describes the mean of hospitality industry and that is
sustenance and accommodations. Accommodation is one of the big part in the hospitality industry.
Hilton is one of the UK based hotel which is providing the best hospitality services to the
customers. This file discusses about the different sectors of the hospitality and different types of the
business that operate in it. It also discusses about diversity of products and services, contribution of
the hospitality in local, national and global economy. Different operational roles with in the
hospitality industry and the skills required for roles within it and current skill shortages are
discussed in this report (Kalargyrou, and et.al., 2018).
LO 1
Covered in poster
LO 2
1. different functional and operational departments in the hospitality industry
All the functional areas of the companies and hotel Hilton are the responsible for the long
term journey of the companies. Because everything depends on the effectiveness of the functional
departments. There are many functional and operational departments which are exist within an
organisation or hotel. It is an integrated management system where all the departments are inter
connected with each other. But mainly a few areas are mentioned below-
House keeping department- this department is responsible for all the activities related to
cleaning hotel rooms, maintenance, back area, public area and surroundings, aesthetic upkeep of
rooms, etc Mainly this department maintain all the work of hotel cleanliness.
Front office- responsibilities of front office is to maintain all the the activities through the
centre position of the hotel. Because it provides a centralised location of all the department. This
offices helps to provide all the informations to guests. Similarly this office is responsible for all the
billing and booking process of the guests. This office also provide the room facilities to the guests
through the housekeeping services.
Human resources- The responsibility of this department is about planning, directing ,
coordinating and managing all the functions and activities of hotel. This department hires the skilled
and competent employees for different works and provide them training and development programs
for enhancing their skills and enable them to perform their duties in more effective manner. This

department also provides the approvals and increments to the employees (SHARMA and Gursoy,
2018).
Maintenance department –This department is responsible for all the electrical problems.
like all the lighting problems in hotel, TV screens problems , DVD players problems.
Finance department- This department is responsible for the financial state of the hotel
Hilton. Department provides funds to the various functional departments for their financial
activities.
Marketing and sales department- the responsibility of this department is about the
marketing of the products and the services of the hotel Hilton. This department is responsible to
attract the customers through the different marketing style. Attract the customers, is the
responsibility of this department.
Food and beverages department- this department is responsible for the food facility in
hotel Hilton. This department provides different kind so food to the customers. This department
plays an effective role in hospitality industry. So it is very necessary for hotel Hilton to maintain
the food and beverages department (Li, and Singal, 2018).
Inter-relation among all the departments-
Every organisation has their different operational department of activities. Hr department is
responsible for recruiting employees of all the other department like finance and marketing.
Finance and marketing department both are interred linked with each other because finance
department provides funds for the marketing activities of hotel HILTON.

4. employment roles in hotel industry
There are some employment roles in the hospitality industry to understand the key
responsibilities of different person . Many employees works in the hotel and all the employees has
their own work and responsibilities which they have to perform . These roles are written below-
Concierge-This kind of persons directly interact with the customers. For let them know
about various services of the house hospitality includes different different jobs like- cruise ship
attended, front office attendant, gaming dealer, hotel Clark, hotel receptionist, reservist (Secchi,
Roth,and Verma, 2018).
HR Manager- HR manager is the person who organise different events in hotel Hilton.
HR manager takes all the responsibilities to organise all events . Like birthday parties, wedding etc.
there are many employments in the HRM. different persons have their different responsibilities.
Like an event planner who work within a hotel, has many employees under this field of event
planning. These jobs are- wedding coordinators, meeting specialist, special event managers ,
meeting manager , meeting planner, executive meeting manager, meeting coordinator, executive
conference manager, and event manager. HR manager is responsible for all the activities in
HILTON hotel. All these employment has provided in the hospitality industry. all the employees
are recruited by human resource management. And all employees has their different different
contribution in the hospitality industry and event planning.
Executive chef- is one of the most important person in hotel Hilton who plays their role
behinds the scenes. Because they have all the responsibilities about food and beverages department.
An executive chef has the responsibilities of operations in restaurant, hotel and casinos about food .
There are many different kinds of chefs who have different responsibilities of food like for fast
food department. Related jobs to the executive chef- cook, restaurant manager, kitchen manager,
chef, food and beverages manager, cafe manager and catering manager, pastry chef.
Operation manager- hotel manager of Hilton is a person who manage all the departments. He can
check any department to know about the progress of hotel. Also he interact with guests, and
mangers all the staff members. No a days hotel manger are requiring for the degree of hotel
management to recruit new employees for management. There are many jobs related to the
administration and these jobs are- hotel manager, lodging manager, carting sales manager, directors
of hotel sales department, guests room sales managers, group sales manager carting sales manager,
back office assistance , sales and marketing manager shift leader, spa manager and wedding

manager.
Housekeeper- These are the persons who are responsible for maintaining the cleanliness
and maintenance in hotel. Many jobs are there related to the housekeeping department includes
director of maintenance, executive housekeeper, housekeeper, maid, maintenance worker,
maintenance supervisor, directors of operations, directors of housekeeping.
Waiter- waiters are the person who works in the hotel Hilton , bar , restaurants and casinos.
Many jobs are there related to the waiter- food runner, food server, head waiter, hoast ,
hostess,server, crating assistance and cafe manager, back waiter.
5.Review of skill gaps and shortages and recommendation to resolve the issues-
Concierge-:
Casino host- is the person who maintain all the activeris of the casinos in big hotels.
Hotel clerk- is the person who has an responsibilities of bill checking etc.
Front office attendant- are the person who sits in front of any office to take care all the activities of
office
Guests service associates- are the employees who arrange all the needs wants of the customers.
Hotel receptionists- are the person who give the approval receipts to the customers.
Guests services supervisors- are employees who has the responsibilities to manage guest service
associates(Secchi, Roth,and Verma, 2018)..
Gaming dealer- is the person who maintain the game department.
Reservation agent – has an responsibilities of booking of rooms and hotel.
Guest relation manager- ism the person maintain the relationship with customers by providing them
facilities.
Event planning-:
present the actual skills is not yet fully developed but in order to meet the needs and
demands at Hilton hotel it is very important to become an effeminacy event planner.
Event planner-is a person who has all the responsibilities to planning an event.
Executive conference manager- is the person who execute conferences.
Executive meeting manager – is a person who execute a meeting.
Meeting coordinator- is a person who coordinate meetings. According to their schedule.
Meeting manager- is a person who takes all the responsibilities of meeting.
Meeting planner- is a person plan about meetings and their scheduling.
Meeting specialist- is person who has all the knowledge and experience to direct a meeting.
Specials event manager- is person who arrange only specials events. Like birthday parties and some

other special parties.
Wedding coordinator- is a person who coordinate weddings.
Executive chef.-:
At present skill 70% developed but in order to meet the objectives and demands all the
chef would have to increase 30% skill to reach out the objectives of of hotel Hilton. is very
important to become an effective chef.
Cafe manager- is a person who maintain and manage all the activities of cafe.
Catering manager- is a person who provides and deals with all the carting facilities.
Chef- is person who suggest all cooks(Secchi, Roth,and Verma, 2018).. And provide the directions
cook- is a person who work under a chef. And follow the direction of chef.
Food and beverage manager- is a person who maintain all the department of food and beverages.
Kitchen manager – is a person who takes all the responsibilities of a kitchen. And provide work to
the different different employees according to their specialization field of area.
Restaurant manager- is a person who has all the responsibility to manage restaurant and its
activities.
Recommendation to resolve the issues of shortage of event planner ans chef.-
Event planning is all about to any particular occasions, or event or any functions. Now a days there
are many families are hiring event planner to solve the complexity of planning. There are also many
families who hire a special event planner for their function. Event planer is a person who organise ,
direct and coordinate all the event activities. Who takes all the responsibilities to an event. It would
be very difficult for hotel Hilton shortage of event planner. Because event planner take care of all
the planning of all [special occasions like birthday parities, weddings and other festivals. Event
planner hire all the subordinates for other works. So it is very important for the HRM to hire event
planner for hotel Hilton(Secchi, Roth,and Verma, 2018).
All the chef of Hotel Hilton plays a min role for the growth of hotel. Because they take care of all
the department Of food and beverages. Food and beverages department is a one of the most import
department for all the hotels so it is necessary to hire chefs. By recruiting process of HRM.
CONCLUSION
From the above study it has been summarised about the sectors of hospitality industry, and
contribution of hospitality industry in the economy of global, regional and national. And also
discussed about the employment roles in hotel industry. And further discussed about the review of
skills gaps and shortages. And also recommended about the issue of shortage of event planner and
chef's. And discussed about the all the department within a hospitality industry. And discussed about

the different different employments in hospitality industry. This file also discussed about the jobs
and roles of the employees. And also provided recommendation to overcome from the shortage of
event planner and chefs.

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