Langham Hotel, London: Operational Analysis of Hospitality Industry

This report provides a comprehensive analysis of the contemporary hospitality industry, focusing on Langham Hotel in London. It explores various types of businesses within the hospitality sector, including accommodation, entertainment, food and beverage, and travel and tourism, highlighting their diverse products and services. The report discusses the significant contribution of the hospitality industry to local, national, and international economies, emphasizing its impact on employment, income, and economic growth. It examines the operational and functional departments within Langham Hotel, such as housekeeping, front office, HR, accounting, and marketing, detailing their roles and responsibilities. Furthermore, the report investigates different operational roles within the hotel, like housekeepers, front desk staff, and chefs, and examines the skills required for these roles, along with current skills shortages. Desklib offers more resources for students, including similar reports and solved assignments.

Unit 1
The Contemporary Hospitality
Industry
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Table of Contents
Introduction.....................................................................................................................................3
Part 1................................................................................................................................................3
Types of business within the hospitality industry and the diverse products and services......3
Discuss the contribution of the hospitality industry to local, national and international
economies...............................................................................................................................4
Examine a range of operational and functional departments in the respective hotel.............6
Investigate a range of different operational roles in the chosen hotel....................................7
Examine the skills required for roles within the hospitality industry and current skills
shortages.................................................................................................................................8
Part 2..............................................................................................................................................10
Covered under PPT...............................................................................................................10
Conclusion.....................................................................................................................................10
References.....................................................................................................................................11
Books & Journals.................................................................................................................11
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Introduction
Hospitality industry is a part of large network that includes the food, lodging, recreation,
travel and products related service within the market. For the growth of hospitality industry. The
main motive of these industries is to earn profit that would be further helpful for the growing
economy. This profit is earned when a tourist spends their money in restaurants, entertainment
places, hotels and lodging services (Aston, Goh and Maurer, 2021). The main objective of
hospitality industry is to provide very exciting offers, improve their ratings and deliver the best
quality products in different manner. In order to complete this report, the chosen hospitality
organisation is Langham Hotel, London. It is one of the largest and best known traditional style
hotel in London. This hotel have the features of hundred water closets, 36 bathrooms, 380
rooms, 8 floored and the first hydraulic lift in England (Benitez and Medina, 2021). This report
is based on contemporary hospitality industry in which current structures, types and diversifying
products range are discuss. In addition to that contribution of these industries at level of local,
national and international economies are discuss. Furthermore, reports highlight the current and
anticipated skills that are highly required within the chosen hospitality industry.
Part 1
Types of business within the hospitality industry and the diverse products and services
Hospitality industry mainly focus on offering different products and range of services to
their customers for diversifying the need of customer satisfaction in industry. Hospitality
industry make the huge impact on the UK economy as they are offering several type of products
and services to their customers. The main need of hospitality industry is to depend on disposable
income, satisfying the need of customers and make leisure free time in an more effective
manner. Some of the major examples of lodging, food, recreation, tourism and etc., some of
them are explained below:
1. Accommodation: It is one of the type of hospitality industry that spread in broad sector
as it provide the place to tourists for stay (Hoang and et.al., 2021). The main role of this
type of hospitality industry is to provide safety to tourist who are unaware with the new
place. Langham Hotel, provide different accommodation services like hotel, cottages,
breakfast, dinner and lunch, to their customers and improve as per the need of the
customers. Accommodation is most used service that are provided by the hospitality
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industry, to work in antithetic manner and achieve significant experience of travelling in
various manners.
 Entertainment: This is an another type of hospitality industry that mainly include
different activities that are related to different customer trends such as concerts, cinemas
and events. Within the hospitality industry, entertainment plays an important to build the
customer and attract more people towards the hotel. Langham Hotel, provide an
entertainment to organise the concert and make small events that actually helps in
developing growth in market (Chawla, 2021).
 Food And Beverages: This is one of the biggest hospitality industry sector, that provide
significant growth and helps in improvising the guest experience in customer service and
excellent food services. This type of hospitality industry provides meals, snacks,
beverages and different foods that are in the demand. The major service that this type of
industry provided are bars, restaurant, cafe that actually help the people to come and
gather some socialised behaviour. In context to Langham Hotel, they are providing
different type of food and beverages to their customer and helps the customers to gain
effective customer's experience at higher level.
 Travel and Tourism: This is the another type of approach that is helpful for analysing
the perspective to encourage the people and spend money on the hospitality industry. A
travel and tourism companies focus by providing travelling related services and help their
customers to visit one place to another (Huang and et.al., 2021). Cabs, Train, Ships,
Airways, Buses are the parts of the travel and tourism industry. In the context of
Langham Hotel, they are working on expanding their market so they provide facilities so
that their customer can visit effective destination and enjoy the trip by providing them
tourism facility in their hotel.
Discuss the contribution of the hospitality industry to local, national and international economies
The UK based hotel market is one of the contrast, ranging and renowned to analysing the
major national and international budget. Hospitality is one of the largest industry as their main
task is to focus on the customers and gain more profit. These industries make the huge impact on
local, national and international level.
Contribution in local economy:
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Hospitality industry has become the major industry to become one of the important factor
and work as the social phenomena in UK over the past two decades. It is one of the fast growing
industry that helps in analysing the work and contribute within the economy. One of the biggest
contribution to the local economy of UK is that the hospitality industry mainly focuses on the
income feasibility and improve the standard of living of the people. The hotel industry provide
employment to 378,800 workers. This can be related to the growth in 1.2% of the total
employment of UK (Jooss and et.al., 2021). Which make a strong impact on the growth of local
employment sector and high living standard.
Contribution in national economy:
Hospitality industry make an effective contribution in the national economy that actually
refers to food and beverages services like restaurant, cafe and pubs, accommodation and
entertainment type of industry. With the help of hopsitality industry, UK economy may easily
create the large employment sectors. This sector is helpful in completing the demand of the
customers and make a growth in analysing the challenges. By overcoming those challenges
national growth in different hospitality industry make a significant approach with an appropriate
manner. Most of the hospitality industry provide nearly 11.1 million jobs that represent the total
employment of European union growth in different sectors (Latif, 2021). Hotel, restaurant, bars
established a growth and profits by having development in the economy. There are mainly direct,
induced and indirect impact of the hospitality sector that work on the major development and
growth. These direct and indirect impact work on the major hospitality sector due to tax saving
approach, different market approaches and large market share.
Contribution in international economy:
In accordance with the growth in economy at international level, hospitality industry
makes effective outputs and growth in the industries. It will achieve main measures and success
for the growth in local economy and gain the activities in different time period. All of these
industries are generally contribute $3.41 trillion to the global economy that helps in analysing
the economy and rise an increment at international level (Lisovich ancd et.al., 2021). When it
comes to employment sector, influencing demand of the industry at international level use for
higher satisfaction level. On the other hand, taxation policy is helpful for covering the tax
revenue stream that are generated for UK exchequer in the growth of an effective approaches.
Another contribution that the hospitality industry makes in international market is increase in
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export industry. The gaining amount of the overseas visitor is to spend more on hospitality
industry and make goods and services in goods and services. In addition to that, investment is the
major contribution that a hospitality industry is providing for the growth in capital spending and
purchases of items for the growth of new furniture and equipments.
Examine a range of operational and functional departments in the respective hotel
Operational and functional departments are generally used to utilise the resources and
applied organisational aspects to develop the products and services. The main role of operational
department within hospitality industry to provide effective use of resources, technology, material
and equipments (Liu and et.al., 2021). On the other hand, functional department of hospitality
industry is responsible for carrying out the activities such as customer service, coordination, food
and beverages industry and supervising the maintenance. Some of the operational and functional
departments range for Langham Hotel are explained below:
Range of operational department within Langham Hotel: Housekeeping department: This is the department that is considered as one of the most
important department within the industry as this can influence the experience of the
customers. In Langham Hotel, the main role of the housekeeping department is to ensure
that different areas such as common area, restrooms, guest rooms and hallways areas
must be clean and hygienic for the use of customers. This department make the
significant growth to manage the expense that are scheduling the employees for all rooms
and public areas to meet the standards of the respective hotel. Front office department: The main motive of the front office to make an interaction and
make contact with hotel's guest. It will also require to achieve hire front office staff for
welcoming the guest, provide them a friendly nature and complete their bookings. In the
respective hotel, their front office staff solve the enquiries of their customer, provide
information and seek hotels in an effective and appropriate manner (Luu, 2021).
 Food and beverages department: This department includes food and services which are
prepared in the kitchen, whereas the drinks are offered in bars. In Langham Hotel, the
main motive is to serve their customer best food and beverages quality that create the
demand and gain strong customer base.
Range of functional department within the Langham Hotel:
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 HR Department: Human resource department plays an important role within the
hospitality industry as they provide the counselling to employees, make disciplinary
actions, career planning and professional growth of the employees. In the Langham
Hotel, main motive of HR department is to hire the right talent, advertise the job
requirement on social media, develop the job responsibilities and provide training to their
employees. Accounting Department: This department is considered as an important functional
department, as pay their tax, manage accounting data, cost controlling and relevant laws
for managing financial statement of the hospitality industry (Ma, 2021). Here, Langham
Hotel's accounting department that are helpful for use effective tax solution, cost
controlling, budgeting and financial statement for using a credit control within the
department.
 Marketing Department: This department is one of the functional department that mainly
focus on the understanding of market need and satisfying the customer's demand. The
marketing department of Langham Hotel, carries different task such as investigate the
marketing research, carrying out the advertisement, use different sales promotion and
new services that are helpful for improving the growth.
Investigate a range of different operational roles in the chosen hotel
There are different operational job roles that are helpful for the hotel industry to complete
their day to day activities. These job roles play an important role in attracting and retaining the
customers for improving the growth in hotel. These assigned operational roles are helpful for the
hotels to work effectively and make a significant growth in their hotel. These cleared job roles
are considered for effective approach of their employees (Menon, 2021). That further leads to an
appropriate brand image of their hotels into the market. There are specified job roles that are
applied within Langham hotel, some of them are explained below: Housekeeper: They are the one who is responsible for the maintenance, public area
cleanliness and many more activities that are useful for managing and working in a more
effective way. Within the Langham hotel, the main role of housekeepers is to create the
atmosphere and provide the significant growth to their customer in management services.
They provide an efficient service to their customers and try to provide a warm welcome
within the hotel industry. Furthermore, this department is crucial as it is impossible for
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the hotels to carry down each activities in an appropriate manner. So it is the duty to the
housekeeping manager used to ensuring about their services and quality that is provided
to their customer to gain excellent service. Food and beverages manager: This is an another operational role that is related to use
for responsible to make operations in kitchen and restaurants. The food and beverages
manager are provide specialised planning in their food and beverages section. Within the
Langham Hotel, they planned for their menu, forecasting and controlling the orders of
food products in their hotel (Miao, Humphrey and Qian, 2021). Furthermore, it is their
responsibilities to make food and beverages to their managers. In addition to that they
easily get familiar with the entire operations for maintaining the schedule, financial
records and orders in more efficient ways. The manager of food and beverages are tried
to provide the best food in different varieties. So, it will be helpful for them to work and
manage appropriate activities in an efficient manner.
 Front desk manager: They are working under the operational activities and their main
role is to achieve the daily based task and maintain a professional and friendly
communication with their customer. The role of the front desk manager is to make
effective reception area, supervise the support and coordinate the activities in an effective
area (Mohammad, 2021). The font desk manager of the Langham hotel, solve the basic
enquiries of customers, deals with their complaints and provide them effective
knowledge for handling the issues in an effective manner. Furthermore, they try to work
effectively and provide quality service and check the work that are completed on time or
not. All of these activities, task and role are considered under the operational department
and these helps in achieving the growth in different manner.
Examine the skills required for roles within the hospitality industry and current skills shortages
As per the need of the hotels, there are different job roles that are helpful for completing
specified task with the effectiveness.. Some of the skills that are required by an employee in
Langham Hotel, are mentioned below: Communication skills: Many of the hotel business is based on the customer's preferences
and their demand. It is very important that the staff of the hotel are using good and
effective communication skills. It will be helpful for make an effective communication
and make a chance for developed the other person for getting influenced with an
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appropriate working style. This skill is helpful for gaining specified knowledge and make
appropriate segment for being more productive in the hotel management. Flexibility: The employee must related to having appropriate knowledge to make a
flexible in any kind of environment and achieve in an effective manner. It is very
important to complete the necessary task. So that they can make a switch and rapidly
from one task to another in the any type of circumstances (Teng and Cheng, 2021). So, it
can be said that flexibility is one of the important aspect in hospitality and tourism sector.
 Teamwork: Working in a team is always better and improve customer services in an
effective manner. The whole team is able to work as per the skills and make flawless
customer services to gain the appropriate growth. This type of working skills and strong
work ethics can be related to good impression on the customers. This further related and
helpful for satisfied the customer services in an effective and appropriate manner.
 Time management: Good time management skills helps the employees to make a
balance work life and make growth with quick and efficient working. When the work is
completed on time, then it will be helpful for employees to stay motivated and happy.
With the help of team work skills, the activities can be done more efficiently to keep
hotel running in a right way (Zhu and et.al., 2021).
Shortages of the skills: Technological Skills: Employees of the hotel are expected to work with new and
advance technologies. This will be helpful for them to work more efficiently and attain
the good competitive advantage in the market. Many of the people are not aware with this
skills in the hotel business, so it seems to be shortage of this skill in hotel industry.
 Multi-tasking Skills: It has been seen that within the hotel industry, employees should be
related to multi-tasking activities. As these will be related to make an expected growth in
future personal skills. This will be helpful for the hotel to work smoothly and achieve
success in different manners (Willie, 2021). This skill is not recognised within the hotel
level activities among their employees. This become the reason for considering this skill
as shortage skill.
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Part 2
Covered under PPT
Conclusion
From the above report, it is concluded that hospitality industry is one of the leading
industry at international level. They are the highest revenue generator industry for the major
countries like UK. There are different types of industries that are considered for the growth of
hospitality industry. In addition to this, it is analysed that these industries make an effective
contribution to the local, national and international economy. Furthermore, it is determined that
the hotels have different type of operational and functional role that which are associated to
effective products and services. In last, it is determined that different skills are required for
performing and operational role to an industry and make effective communication to the job
variables to other. This will be helpful for analysing the techniques and analysed the appropriate
growth in different GDP and UK growth rate to perform higher quality of services.
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References
Books & Journals
Aston, J., Wen, J., Goh, E. and Maurer, O., 2021. Promoting awareness of sex trafficking in
tourism and hospitality. International Journal of Culture, Tourism and Hospitality
Research.
Benitez, M. and Medina, F.J., 2021. A work-unit level analysis of employees’ well-being and
service performance in hospitality industry. Current Psychology, pp.1-14.
Chawla, S., 2021. Factors Affecting Employee Retention Strategies Hospitality Sector. Turkish
Journal of Computer and Mathematics Education (TURCOMAT), 12(10), pp.1861-
1872.
Hoang, G., Wilson-Evered, E., Lockstone-Binney, L. and Luu, T.T., 2021. Empowering
leadership in hospitality and tourism management: a systematic literature review.
International Journal of Contemporary Hospitality Management.
Huang, A., Velsaco, E.D.L.M., Marsh, J. and Workman, H., 2021. COVID-19 and the future of
work in the hospitality industry. International Journal of Hospitality Management,
p.102986.
Jooss, S.T.E.F.A.N., Burbach, R.A.L.F. and Ruël, H.U.U.B., 2021. Talent management
innovations in the international hospitality industry. Bingley, UK: Emerald Publishing
Limited. Ahead-of-print.
Latif, K.F., 2021. Recipes for customer loyalty: a cross-country study of the hotel industry.
International Journal of Contemporary Hospitality Management.
Lisovich, M.N., Vo-Thanh, T., Wang, J. and Nguyen, N., 2021. How can frontline managers’
creativity in the hospitality industry be enhanced? Evidence from an emerging country.
Journal of Hospitality and Tourism Management, 48, pp.593-603.
Liu, M.T., Wang, S., McCartney, G. and Wong, I.A., 2021. Taking a break is for accomplishing
a longer journey: hospitality industry in Macao under the COVID-19 pandemic.
International Journal of Contemporary Hospitality Management.
Luu, T.T., 2021. A tale of two countries: How do employees with disabilities respond to
disability inclusive HR practices in tourism and hospitality industry?. Journal of
Sustainable Tourism, pp.1-31.
Ma, Z., 2021. Exhaustion from the Emotional Labour of Frontline Employees in the Hospitality
Industry in China (Doctoral dissertation, Auckland University of Technology).
Menon, F., 2021. An Empirical Research on the Impact of Holistic Business Approach on
Customer Experience in the UAE Luxury Hospitality Industry (Doctoral dissertation,
University of Wales Trinity Saint David).
Miao, C., Humphrey, R.H. and Qian, S., 2021. Emotional intelligence and job performance in
the hospitality industry: a meta-analytic review. International Journal of Contemporary
Hospitality Management.
Mohammad, A.A., 2021. Microentrepreneurship in the hospitality industry: Understanding
motivations, challenges, risks, benefits, and critical success factors. Tourism Review
International, 25(1), pp.47-62.
Teng, C.C. and Cheng, S.S., 2021. Hospitality ethics: Perspectives from Hotel practitioners and
intern students. Journal of Hospitality & Tourism Education, 33(2), pp.99-110.
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Willie, E.D., 2021. Hospitality Industry Employee Turnover (Doctoral dissertation, Walden
University).
Zhu, D., Doan, T., Kanjanakan, P. and Kim, P.B., 2021. The impact of emotional intelligence on
hospitality employees’ work outcomes: a systematic and meta-analytical review.
Journal of Hospitality Marketing & Management, pp.1-22.
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