Analysis of Skills Gaps in Hotel Chain Recruitment for Crowne Plaza

This report provides an in-depth analysis of the skills required in the hospitality industry, specifically focusing on hotel chain recruitment, using Crowne Plaza as a case study. The report explores various sectors within the hospitality industry, including lodging, transportation, food and beverage, and tourism, highlighting their interrelation and contribution to local, national, and international economies. It examines the impact of global growth, franchising, and licensing agreements on the industry's development. The report also delves into the operational and functional departments of a hotel, such as Crowne Plaza, and identifies different employment roles within the operational department, including executives, housekeeping, and front desk services. A significant portion of the report is dedicated to reviewing skills gaps and shortages, analyzing their impact on hospitality businesses, and proposing solutions like training and brainstorming sessions to address these deficiencies and improve overall operational effectiveness. The conclusion emphasizes the interconnectedness of various sub-sectors within the hospitality industry and the importance of employees possessing the necessary skills for their respective roles.

Hotel Chain Recruitment
Skills

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1 Exploration of different sector of hospitality and the many different types of businesses
within it and the diverse products and services they offer..........................................................1
2 Discuss the contribution of hospitality industry to local, national and international
economies....................................................................................................................................2
3 An evaluation of how global growth, and uses of franchising and licensing agreements have
influenced the development of hospitality industry and contributed to total economic worth...3
TASK 2............................................................................................................................................3
1 Various operational and functional departments in hospitality sector.....................................3
2. Different employment roles found in operational department in hospitality sector...............4
3 A review of the skills gaps and shortages in such types..........................................................4
4 An analysis of how skills gaps impacts on hospitality businesses and ways through which
could be resolved.........................................................................................................................5
CONCLUSION................................................................................................................................5
REFRENCES ..................................................................................................................................6

INTRODUCTION
Hospitality industry is a pure customer oriented sector which always attempts to new and
innovative services to customers for maximising their satisfaction level. This industry mainly
covers vast category of fields that is transportation, travelling, lodging and some core areas of
tourism sector. Present report is based on Crowne Plaza which a multinational brand in Hotels
headquartered in United Kingdom (Alon, Ni and Wang, 2012). It is a chain of hotel services
which are offered approximately 53 countries. This report describes about different sectors
which belongs to hospitality services along with the services which they offer. It also discusses
about current structure, size and scope of hospitality industry. Additionally, it elaborates about
current and anticipated skill that is required in hospitality industry.
TASK 1
1 Exploration of different sector of hospitality and the many different types of businesses within
it and the diverse products and services they offer
Hospitality industry is consist of lots of sectors whose main objective is to avail effective
services to its users as well as clients in order to retain them for longer period. It has been
observed that mainly hospitality sector includes transportation, Lodging, Food and Beverages,
travel technology, recreation etc. Main of them are described as below:
Lodging: It is simply defined as accommodation place where people used to stay during
their visit from one place to another. Lodging is commonly named as Hotel industry that is
availing accommodation facility to its customers. It can be said that Crowne Plaza Hotel comes
under lodging sector (Bailly and Léné, 2012). This hotel is offers variety of product and services
to its customers for influencing them for longer duration of time. It includes fitness centre,
Indoor pool, advance reservation facility, complimentary breakfast facility etc to its guest.
Transportation: Transportation services can be seen in the form of cabs, ships, buses,
flights, trains as it helps traveller to move from one place to another in less period of time. It is
part of hospitality industry as with the help of transportation facilities only guest can reach the
place of their want (What Are The 4 Segments Of The Hospitality Industry, 2018). Products and
services offered by transportation sector of Hospitality industry includes mobile services, online
booking option, itinerary for client, variety of transportation options with minimum time limit.
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Food and Beverages: This segment can be seen as the part of hospitality sector. Mainly
hotel industry also builds its own cafeteria or restaurant for delivering best quality food to its
customer. In relation to Crowne Plaza Hotel, this Hotel is having its own restaurant that provides
excellent food services to guests within their building premises only. Restaurant and Bar section
of Crowne Plaza involves variety of food item and soft as well as hard drinks options along with
the specialisation of different places which avail options to guest in order to choose best one for
them.
Tourism: This sector mainly deals with the travellers and make them feel comfortable in
overall visit. It can be said that tourism sector influences in interest to visitors to travel more and
explore different places (Lowe and et. al., 2012). In relation to Crowne Plaza, it can be said that
this hotel is having tie up with different tour operators who maximises their profitability by
filling vacant rooms of hotel.
As per the above stated types sector within hospitality industry, it can be said that
maximum of them are interrelated and performs their work responsibility in effective manner. It
has been analysed that main focus of overall hospitality industry is to provide innovative and
attractive services to guest for enhancing their experience. This directly contributes in increasing
sustainability of companies belongs to hospitality industry.
2 Discuss the contribution of hospitality industry to local, national and international economies
Hospitality industry is very broad in size and growing continuously with the high speed.
It can be said that this growth is directly contributing in the overall growth of world.
Contribution of hospitality industry at local, national and international economies are described
as below:
Local: At local level, contribution of hospitality industry in economy involves
enhancement of job opportunity for local citizens. It has been observed that with the increasing
number of rooms in the hotel, requirements for hospital staff also increases. As a result, people
of local area are getting more job opportunities (Yang, 2012). This also enhances taxes income
for local government as more number of people are paying taxes now.
National: At national level, hospitality sector have increased around 9.5% of job
opportunities across UK. This is the huge contribution of this industry as people are now self
independent and can now fulfil their requirements at own level.
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International: At international, approximately 7 millions jobs have been enhanced in the
world. It can be said that this contribution is valuable at international level because it increases
fiscal income for international government too as they can now collect variety of taxes from
Hotels as well as its working staff.
3 An evaluation of how global growth, and uses of franchising and licensing agreements have
influenced the development of hospitality industry and contributed to total economic worth
Hospitality industry is adopting different ways like franchising and licensing agreements
while expanding their business at international level. It has been analysed that with the help of
franchising option, hotels like Crowne Plaza are the now easily able to grab international market
in more effective manner (Nwosu, 2016). Along with this, it has been observed that growth of
overall world and franchising helps hospitality sector to establishes their business in new
countries. This could be easily understood by an example. If Crowne Plaza is expanding in
already developed country then it is easier for them to establish in a new country as they can
easily grab available resources from the local area. But, at the same time if they expanding non
developed country then required resources will not be available to them. As a result, it will
impact negatively on the growth of hospitality industry.
TASK 2
1 Various operational and functional departments in hospitality sector
Hospitality industry is consist of various of department like operations and functional
which helps in executing business related work in effective manner. In relation to Crowne Plaza
both of these department are described as below:
Operational departments: Operational department of Crowne Plaza hotel involves
different staff member who perform their respective work in the hotel. This department involves
kitchen area, housekeeping department, front office and food & Beverages area.
Functional department: Functional department of hospitality industry includes
functional areas which are manages daily based activities of organisation. In relation to Hotel
Crowne Plaza, its functional department operates overall administration area, accounts, security,
human resource, marketing, store in charge and procurement (Orfin, Sidorkiewicz and Tokarz-
Kocik, 2015).
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2. Different employment roles found in operational department in hospitality sector.
Operational department of hospitality industry includes huge number of staff members
who plays their different job roles according to respective job location. It can be said that its
difficult for employees to belongs to operational department to perform their business activities
in effective manner. Some of the job roles of operational department along with the required skill
are described as below:
Executives: Executives in operational department of Hospitality Sector are the one whose
main role is to take right decision which should not be biased. In context to executives of
Crowne Plaza hotel, it is required by these employees to have strong decision making skills.
Housekeeping: Role of housekeeping department of Hotel Crowne Plaza is to maintain
cleanliness within the hotel premises in order to provide hygienic environment to guest (Odoom,
2012). It is important for employees belongs to this sector to have effective time management
skill in order to make hotel always in presentable manner.
Front desk services: Role of front desk staff is to manage and deal with existing as well
as visiting client. In context to Crowne Plaza Hotel, its front desk staff are required to attend
each and every guest in positive and responsive manner which matches with the status of the
hotel reputation. It can be said that main skill required by front desk staff is communication skill
which will help them in dealing with the guest in effective manner.
3 A review of the skills gaps and shortages in such types
Skill gap is basically termed as the variation between required skill for specific job role
and actual skill owned by the employees in the present state. It is way which helps employees to
understand their weak areas so that they can improve it according to its requirements. In relation
to Crowne Plaza, it has been observed that staff member belongs to operational department does
not exact right skills which are required according to their job role. Skill gap which have been
analysed by management team of this hotel includes that as per requirements employees belongs
to housekeeping are not punctual. Along with this, front desk staff are not always polite to
visitors (Bolton and et. al., 2018). Additionally management have also observed that staff
members belongs to executive list do not own effective decision making skill which stops them
to take right decision as per the requirement of their job role.
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4 An analysis of how skills gaps impacts on hospitality businesses and ways through which
could be resolved
Evaluation of skill gap is very important as it enhances the knowledge of management
team as well as employees regarding weak areas in skill that is stopping them to attain their
targeted goals and objectives. In addition to this, it can be said that skill gap impacts positively
on business of hospitality industry as if employees as well as management knows about their
weak areas they can adopt some ways through which these weak skills can be improved or
developed in the employees (Odoom, 2012). As per the above mentioned skill gap of employees
belongs to operational department it has been analysed that these weak skills can be improved by
adopting below mentioned ways:
 Top management of Crowne Plaza can conduct some training sessions for its front desk
employees. These training sessions will include some soft speaking sessions which will
be beneficial in developing communication skill.
 Along with this, some brain storming sessions can be conducted for the executives. These
braining storming sessions will open up the mind of executive level employees and will
make them able to take effective decision.
CONCLUSION
As per the above mentioned report, it has been analysed that hospitality industry is the
some up of many sub sectors which works interrelatedly with each other for providing generating
maximum profits. It has been identified that every employee belongs to hospitality sector
involves some specific role which is finalised from their core areas. It is important for employees
to perform work according to required job role with suitable skills. Along with this, it can be said
that employees fulfil their skill gap by taking some required training sessions.
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REFRENCES
Books and Journals
Alon, I., Ni, L. and Wang, Y., 2012. Examining the determinants of hotel chain expansion
through international franchising. International Journal of Hospitality Management.
31(2). pp.379-386.
Bailly, F. and Léné, A., 2012. The personification of the service labour process and the rise of
soft skills: a French case study. Employee Relations. 35(1). pp.79-97.
Lowe, M. S., and et. al., 2012. Self-organizing innovation networks, mobile knowledge carriers
and diasporas: insights from a pioneering boutique hotel chain. Journal of Economic
Geography. 12(5). pp.1113-1138.
Yang, J. T., 2012. Effects of ownership change on organizational settings and strategies in a
Taiwanese hotel chain. International Journal of Hospitality Management. 31(2).
pp.428-441.
Nwosu, B., 2016. A review of the hotel industry in Nigeria: size, structure and issues. Worldwide
Hospitality and Tourism Themes. 8(2). pp.117-133.
Orfin, K., Sidorkiewicz, M. and Tokarz-Kocik, A., 2015. Human resource management in chain
hotels on the example of Radisson Blu hotel in Szczecin. Scientific Journal. 31. pp.287-
302.
Odoom, C. K., 2012. Logistics and supply chain management in the hotel industry: Impact on
hotel performance in service delivery.
Bolton, S. C. And et. al., 2018. A neglected pool of labour? Frontline service work and hotel
recruitment in Glasgow. European Management Review.
Online
What Are The 4 Segments Of The Hospitality Industry. 2018. [Online]. Available through:
<https://www.hospitalitynet.org/opinion/4082318.html>.
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