Analysis of Operational Roles, Skills, and Industry Trends

This report provides a comprehensive analysis of the hospitality industry. It begins by outlining different operational roles, such as catering assistants, accountants, baristas, kitchen staff, housekeeping, front desk services, and waiters, emphasizing the responsibilities and qualifications required for each role. The report then explores the essential skills needed to perform these roles, including communication, teamwork, self-management, thinking skills, and a willingness to learn, while also addressing the shortage of skilled manpower in the industry. A PESTLE analysis examines the political, economic, social, technological, environmental, and legal factors impacting the hospitality sector, providing examples of how these factors affect business operations. Additionally, a SWOT analysis focuses on Hilton Hotels and Resorts, evaluating its strengths, weaknesses, opportunities, and threats, along with its decision-making processes. The report concludes by discussing the implications of current and potential trends in the hospitality industry, providing a detailed overview of its scopes, products, and services.

Table of Contents
P4 Different operational roles arising in the industry............................................................4
P5. Skills requires to perform different roles and shortage of manpower in the industry. ..6
P6 PESTLE analysis of whole industry with ideas...............................................................7
P7 SWOT analysis of Hilton hotel and resorts and its decision-making.............................10
P8 Implications of current and potential trends in hospitality industry...............................12
Different type of hospitality business, its scopes and sold product and services........................1
P6 PESTLE analysis of whole industry with ideas.....................................................................3
P7 SWOT analysis of Hilton hotel and resorts and its decision-making....................................5
P8 Implications of current and potential trends in hospitality industry......................................6
CONCLUSION...........................................................................................................................7
REFERENCES…………………………………………………………………………….......8

Introduction

P4 Different operational roles arising in the industry
An organisation cannot run smoothly without placing right people and right
resources in the right place. There are certain roles that are to be formed by different
individual in order to facilitates different operations at different levels of the industry some of
the roles are discussed below:
 Catering assistant: Different types of hospitality businesses employ catering
assistants. It involves everything such as organising and preparing foods and
beverages. The roles may also involve washing dishes and polishing glasses and
cutlery and it also involve handling cash. For this, the caterer must have thorough
qualification regarding the different kinds of food and varieties.
 Accountant- They are responsible to maintain and record different activities of the
business that can be used in order to asses their position and also to know about the
financial position of the business in the market. It is responsible to handle and record
different transactions that take place in business. In this, the accountant must have
qualified knowledge regarding the accountancy so that proper inflow and outflow of
cash can be maintained. Apart from this, they must be capable enough to analyse the
profit and loss for the firm. If they tent to perform at good level they can be promoted
to post senior post from being junior accountant to senior accountant.
 Barista: As the interest for drinking is increasing rapidly there is an increase demand
for skilled and efficient barrister which holds good customers service skills (Atwal
and Williams, 2017). It is done in order to give a higher level of satisfaction to
customer by enhancing their experience. The required qualification for this is, that
they must be aware of different styles of making coffees, able to differentiate that how
one coffee is different from another. For instance, they must know difference between
cafe latte and cafe mocha.
 Kitchen staff: Adequate number of workforce is required to meet the need of guest
dining because without competent kitchen staff organisation will not be able to satisfy
customer. With the adequate quantity the quality of food is also of great importance in
order to retain customers. They appear on middle level of hierarchy structure and are
responsible to fulfil the food requirement of customers. They must be qualified
enough that they know which dish is to be served in which utensils or crockery. For
instance, Sizzler must be served in sizzling platter. There are different levels in the
kitchen staff such as chief and executive chief and kitchen manager and the position

are assigned to different member of the kitchen staff as per their qualification and they
are being promoted on their performance level.
 Housekeeping: Keeping the guest rooms clean and tidy is an very important element
in the industry as it is going to directly effect their experience. House keeping team is
responsible fro every detail of the room from cleaning the bedsheets to keeping the
toiletries stocked. They must be qualified enough that they know how to clean room,
what all resources are required for cleaning the floors and other necessities so that
customer can get hygienic environment.
 Front desk services: these are the people who are directly in contact with the guest
and are responsible for taking and handling bookings. They are responsible for
fulfilling the needs of customers by providing services according to their needs. A
person working as bar. They must be qualified enough to use computer so that they
can book services and can provide details about customers bookings. The front desk
agents can be promoted to higher level such as assistant front office manger and front
office manager.
 Waiters- It is important to have sufficient number of waiters in the business as they
are responsible to handle customers and also to provide product and services to them.
They are on a lower level of the hierarchical structure. They must be qualified enough
to address needs of the customer and interact with them in order to take their orders.
The waiters can be promoted to management staff that will ensure that there is
adequate food supply to meet the needs of customers.

P5. Skills requires to perform different roles and shortage of manpower in the industry.
In order to perform different roles in the operating of organisation certain skill set are
required by individuals in order to perform their duty. Such skills can be classified below:
 Communication skills: It involves active listening and paying close attention to
customers. In order to satisfy customer needs employees needs to pay close attention
to the needs and wants of different customer so that they can offer products and
services accordingly. Front desk staff are suppose to have good communicational
skills in as they are handling customers physically on daily basis.
 Team work and collaboration: As the employees of different departments needs to
coordinate their work and with each other in order to work efficiently and effectively.
It involves fostering relationship with co-worker and bosses. which will help the
organisation to work harder towards achievement of overall goals. Different
department such as house keeping and kitchen staff needs to coordinate there
activities in such a manner that they are able to provide fresh food to customers at fast
delivery.
 Self management skills: It involves managing self which includes controlling the
action in such a way that it does not harm anybody (Kandampully, Zhang and
Bilgihan, 2015). An employees needs to manage its action in organisation in a way
that it focus on work fulfilment. In order to give full potential at work employees
needs to create a balance between their work and personal life as well. Front desk
staff needs to handle different customer complaints in such as way that they are able
to be handle them with patience while controlling their attitude in extreme situations.
 Thinking skills: It involves forecasting current and potential problems, and fixing it
own their own without waiting for someone else to solve it. It is required by
employees to solve problems that arises on a daily basis (Wang, 2014). Employees are
required to solve problems in such a way that it does not effect their work and also
they should have the a ability to take advice from their senior or co-worker which can
be useful in finding solution to problems. Manager needs to think out of the box in
order to provide customer services according to their need and want.
 Willingness to learn: If a employees is ready to learn and imply learning in the
working they will be able to perform better in the workplace. Continues learning will
help the employees to cope up with the new tools and technique which will be useful
for the organisation. For instance the business wants to launch different cuisine in

kitchen then the kitchen staff should be able to earn new technique of cooking for the
same.
P6 PESTLE analysis of whole industry with ideas.
PESTLE is represented the government influences the economy by setting rules and
regulations. Pestle is the effective and valuable changes for the making and knowing about
the governments changes. Each and every factor are describes as follows:
Political factor
This factor is globally have direct and deep impact on hospitality industry by
changing and setting new rules and regulations by government. Political stability is good for
hospitality industry and it influences. It is important for managing the tax rates and influence
(Claveria and et.al., 2015). Government charges the great amount of tax on luxury and star
category of hotels. Political factor is direct impact to hospitality industry because of
government, especially on hotel industry. It affects to growth of business and its scopes. For
example; government make changes in tax rate of hotel room like its increase in that case
manager of hotel take and charge extra price with customer as per bookings. In these
customers are influences and have pay extra in this situation this affect the hotel and whole
hospitality industry by taking and charging. you need 1 more idea and some citations
Economic factor
Economic factor is affect to businesses and whole hospitality industry. That includes
factors such as; taxation changes, inflation, economic growth and interest rate. Economic
changes are leave significant impact on the behaviour of firm and capital states. However,
hotels are worldwide. In that conditions of global economy is an important factor which
affect the whole hospitality industry. Condition of economy is affect to business and its
purchase power because economy is best when employee are able to make the effective. For
example; inflation rate is increase by then it surely affects to company and services. In this
condition every business of hospitality industry want that economy conditions is good of
country (Mak and Chang, 2019). you need 1 more idea and some citations
Social factor
Social factor is the best and effective challenges for every business of hospitality
industry. The changes in social factor is influences the demands and purchasing power of
customers because there is available various options which affect influences the mind set of
peoples. For example: guests are want the better services at their room, in this case
management want provide best services to their customers with available resources. By these

customers are attracted towards and help to increase their purchase. Lack of education for this
industry is not good and lack of education is as well. For that management can provide better
learning through training and development program other hand for motivation they can
provide rewards like financial and non-financial. this is a different idea, separate and
explain with citations
Technological factor
Businesses are frequently developing new technology offer the best and effective
solutions for their customers. This will affect to business especially to hospitality industry.
For example: if management of hotel and travels are not provided free Wi-Fi services in their
rooms and buses, then it will affect to customers and its demands because guest and peoples
are prefers this at place of accommodation for entertainment (Ozturk, 2016). By this
hospitality industry is affected by technological factors. In this situation management of
hospitality industry can provide the best and fastest Wi-Fi services to customers. For
advancement they can also provide automatic order system by flat screen. you need 1 more
idea
Environmental factor
Environment and weather changes are direct impact on hospitality industry. This will
give negative impact of economic growth on the environment. Most of the time management
of hospitality industry faced challenges from weather changing like flood, storm and heavy
rain. These factor play a vital role. For example: customers are going outside for making their
holiday enjoy full in summers. At that time unfortunately heavy rain is happing, in that
management want arrange rooms in hotels according to requirements and manage all the
services which are help to customers in heavy rain. This affect to whole hospitality industry.
In this situation management can teach proper and effective measures to their employees for
treating their customers by giving them effective services and also can give services of hot
and heavy resources by these customers are not feel cold. you need 1 more idea this does
not make sense. You need to explain how changing weather affect the industry
Legal factor
Legal factor is essentials for growth of hospitality industry. The factors are includes
safety and health laws and government polices are affect to the foods services of the hotel. It
is give possible impact on the hotels and hospitality industry (Radojevic and et.al., 2015). It is
effective and calculative. For example: if customers are faced any discrimination and
misbehaviour with staff member, this influences the customers mind sets and give effective
impact on the customers. In this situation management can stop discrimination and provide

safe and healthy environment to customers and hire educated and skill able staff members.
This will help to attract customers towards the hotel and hospitality industry. For that
management can use the quality of foods for serves their customers and try to understand
their needs and wants. you need 1 more idea

P7 SWOT analysis of Hilton hotel and resorts and its decision-making.
Hospitality industry has the various business, in that one of this hotel industry. It is
the best and effective for attract customers towards and make changes for in their lifestyle.
Hilton hotel is the global brand of full services hotels and resorts in hospitality industry. This
provides the best services to their customers by satisfying them (SHARMA and Gursoy,
2018). This is the reason by which customers are attracted towards the hotel and like its
effective and efficient services.
This SWOT analysis help to make effective and strong decisions for management of
Hilton. By this management able to know about their weaknesses and threats and also to
strength and opportunities. They can use their strength and opportunities to overcome the
weakness and threats. This will help to take correct and right decision for management by
knowing weakness and make strategies. try to explain further
Management can improve their decision-making process by analysing their strength,
weakness, opportunities and threats. For that SWOT analysis is prefect and best. By this
management is able find the problem and make some changes according to situation by using
opportunities.
Strength
Hilton hotel has the high brand recognition and has good and effective reputation at
market. Their staff and employee are very skill able it is the biggest strength of this. For
better and improve their strength having suggestions such as they can use opportunity of new
technologies and strong property portfolio. By this their strength are improved. these are 2
ideas, please explain both separately
Weakness
That have limited market share and lack of flexibility due to large size business. Their
operations are affect globally by their different policies. For that they can use neutralising
threat fir improve their weakness. Management can also increase their market share for
increase brand recalls. this is too short you need to explain your ideas, which is completely
missing here
Opportunities
It has the high potential in emerging market and also have Innovated customer
services. Digitalization and better use of technology (Yadav and et.al., 2016). Effective
formation of strategic alliance. For that have suggestions make innovations and use effective
new technologies for attract their customers. Opportunities are help to overcome their threats

and make effective strength. this is too short you need to explain your ideas, which is
completely missing here
Threats
Hotel has entry of several international brands along with effective and attractive
services. They have competition with other brand prices and have adverse changes in the
microeconomic climate. For that have some ideas like make their reasonable price to attract
their customers and create new policies for improve their services. this is too short you need
to explain your ideas, which is completely missing here

P8 Implications of current and potential trends in hospitality industry.
This means providing services to others as well as demonstrating the consistent
excellences and quality. It is truly unique and fun workplace and diverse in the scope of
responsibility. Trends are help to improve their productivity and customers services by
providing their effective and valuable services. It is most important and valuable for their
good and best market image. Current trend in hospitality industry are as follows:
Globalization
Peoples are want freely travel around the world. The international tourist arrivals from
674 million in 2000. It is effective and necessary according to needs and wants of customers
(Current and potential trends, 2017). According to this, management and hospitality industry
can take make effective and valuable strategies for meet the needs of customers when
management is understood that, then customers are attracted not only local and global as
well. some of this text has been highlighted as plagiarism, try to re-phrase this is not a new
trend please remove
Safety and security
The industry concerns with safety and security has increased greatly due to several
attacks worldwide. So, hospitality industry have to take care of the safety and security of
customers at their location and living area. It is help to attract customers towards the business
and help to make effective growth of business. Hospitality industry have make changes
according to current trends by these customers are move towards it. And also can use the new
technology for improve their safety of customers and for improve their food services.
Changing customers lifestyle is the best ways to understand that. According to the trend
management use effective life style services. according to the guidelines you must provide
specific examples
Services
As global competition and market consumptions are changes and expanding services
sectors. Quality plays an important role in the hospitality industry customers want effective
and valuable services and degree of satisfaction (Kandampully and et.al., 2015). In this
situation hospitality industry can increase their investment for improve services quality and
value of guest for achieve better customer satisfaction and loyalty. this is too vague remove
Technology
It is the driving force of change that present opportunities for greater efficiencies and
improve guest services. This plays an important role in hospitality industry. It is the reason by