Comprehensive Report on Marriott's Contemporary Hospitality Industry

This report provides a comprehensive analysis of Marriott's contemporary hospitality industry. It begins with an introduction to the industry, defining contemporary hospitality and its key components like hotels, restaurants, and related sectors. Task 1 examines the industry's scale, range, and diversity, using Marriott as a case study, including its employee numbers, revenues, and the various factors impacting the sector, such as economic and political issues. Task 2 focuses on the organizational structure of hospitality organizations, differentiating between tall, flat, and matrix structures. The report also delves into the requirements of staff, roles, obligations, and qualifications within the industry. Task 3 addresses operational, managerial, and legislative issues affecting the hospitality industry, along with its current image. Finally, Task 4 explores future trends and developments in the hospitality sector, predicting their impact. The report concludes with a summary of findings and a list of references.

Contemporary Hospitality
Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Structure of current scale, range and diversity.................................................................1
1.2 Organisational structure of different hospitality organisation..........................................3
1.3 Role of hospitality related organisation and professional bodies.....................................7
TASK 2...........................................................................................................................................7
2.1 Requirement of staff in different hospitality industry......................................................7
2.2 Roles, obligation and qualification necessity of hospitality employees...........................9
TASK 3..........................................................................................................................................11
3.1 Operational, Managerial and legislative issues affecting hospitality industry...............11
3.2 Current image of industry.............................................................................................12
TASK 4..........................................................................................................................................13
4.1 Future trends and development in hospitality industry..................................................13
4.2 Impact of predicted trends and developments...............................................................14
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Contemporary hospitality can be simply defined as relationship between customers and
organisation whereby guest is received by hosts with friendliness involving the reception and
recreation of guests, travellers, etc. It is made up of two distinct services provisions ( Woodside,
Ramos Mir, and Duque, 2011). First one is all-night accommodation for clients that are living
away from their homes and second one is giving services of foods for those consumers who are
not cooking their own meal and eat away from their home. This organisation cover hotels,
restaurant, bar, club and casino. This organisation includes broad categories of fields that consist
of lodging, foo-ding, restaurant, planning of event, theme park, conveyance and many additional
sectors that covers the tourist industry also. The hospitality industry is a several million dollar
organisation that majorly depends on the presence of leisure hours and spendable income.
Tourism and hospitality is the most increasingly growing organisation in the globe producing
more than approx 75 million employment with in this industry. There is a broad variety of carrier
possibility or opportunities that are occurring due to growing of electronic commerce and
globalization. The present report is based on contemporary hospitality services of Marriott. In
this report current scale, scope and diversity of this organisation. The different organisational
structure is also explained here.
TASK 1
1.1 Structure of current scale, range and diversity
The scope of hospitality industry in United Kingdom is very vast and it is defined by
several types of businesses that is used to form or create an industry. Organisation that provide
services of food and beverages, catering services involves hotel, restaurant, corporation planning
events, resorts, night club, etc. The scale of Marriott can be estimated by thinking of several
indicators. The scale of this hospitality organisation by the end of 2014 is presented in the form
of a table that is designed below:
Indicator Scale
No. of Employees Hotels: more than 450,000; Restaurant: more
than 1.5 million; contract and in-house
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catering: 800,000
Income from foreign Over 8 billion Euro
Total revenues More than 103 billion Euro, that is more than
6% of complete GDP.
Diversity of organisation differs from the services and goods offered by several
businesses, target customers and the standard of services provided. For example, corporation
offering services like accommodation, foo-ding, etc. to their clients. However, hotels of several
stars categories including from one to five stars targeted users of different spending abilities.
Every sector faces certain issues in the sector that leads to hampering in the functionality.
There are certain issues which are identified by research and they are as follows:
 Economic issues (Rising fuel cost)
 Political issues (visa and passport requirement)
 Disease outbreaks (Foot and Mouth disease)
 Terrorist attacks
 Demographic changes
 Increasing urbanisation
 Growth in population level.
These issues has to be dealt with very cautionary approach so that there are less loss and
more profits. The industry have many opportunity and hence its scope its large. It means there
are range of different business within industry that are providing services, products and facilities
to the consumers (CG Davidson, McPhail, and Barry, 2011). It not just include hotels and
restaurants but also organisation which provide other type of products and services, such as
casinos, clubs, etc. The biggest category within the industry are:
 Travellers accommodations, hotels, camp sites and hospices.
 Tour operators, intermediaries, reservation, agents, etc.
 Restaurants, cafes, bars, etc.
 Education, betting and gambling, estate, etc.
There are many important factors that have impact on the industry and its working. If the
customer preference changes to different product then industry will need to change its offerings
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too. The services and goods offered by sector is very diverse and contain both type of tangible
and noon tangible elements. Also these products are so dynamic that they are easy to change and
presented in a changed environment.
1.2 Organisational structure of different hospitality organisation
The main motive of organisational structure is to provide the ways that assists in
achieving aims and objectives of corporation and co-operating the activities of different team
members. It also describes working duties, relationship, obligations and channels of
communication. There are three main types of organisational structure that is tall, matrix and flat.
Each of them is described below:
 Tall organisational structure: The organisation is following autocratic leadership style
if it is tall where most of the tasks are performed by managers or its management. It has
many levels of hierarchy. In such type of structure, there are commonly many managers
but each of them has small span of control over them as they are in charge of a medium
group of person. These structures tend to be more complicating and tangled. This cannot
be easily understand by their clients and working members also. These give response in a
very slow manner to the marketing changes in comparison to managers where they have
larger span of control. In this structure, there are different layers of middle management
between the top managements and workers.
Here all the layers of management, often create their own norms and processes that
means that workers who are working several layers down in the corporation might have vast
rules and procedures to precede. This slows the working and made it bureaucratic. This also adds
cost because some of the functionalities are done by more than of employee. In tall structures,
small number of workers are present , this makes the work of supervision more closely and also
more period of time is giving in training of them. However, satisfaction level among employees
are very less because different layers of bureaucracy and have most rigid norms, so workers are
getting less chances to take on responsibilities (Bill Xu and Chan, 2010). Here decision making
is done very slow as it have to be approved through a large group of people, so managers face
difficulties in accessing executives without through a long line management. The communication
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is done in a systematic manner from upward through management chain, managers and then
employees, due to this all of them face difficulties as they cannot communicate directly.
(Figure: Tall organisational structure, 2017)
 Flat structure: In contrast to tall organisation, it has relatively less number of layers or
may have only one layer of management. This shows that chain of command from top to
bottom level is shortened while span of control is very vast or wide. Span of control
means the number of workers for which each manager is answerable. If there are a large
group of employee under a manager then, span of control is said to be very wide
(Bharwani and Jauhari, 2013). While if less number of employees are working under a
manager, then this is a narrow span of control. As there are few people in such structure
so this type of corporation is small. Some of the advantages of flat structured organisation
are listed below:
▪ As less number of workers are present, the rate of communication between
employees and managers is very fast and effective.
▪ Here team spirit is also good as employees are less so interaction between them is
done very easily on different levels.
▪ Here, there is less authorities so, decision making is done in very easier way.
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Illustration 1: Tall organisational structure, 2017

▪ The costing get also decreased because of few managers are available.
Additionally, workers who are at higher level in enterprise expected to get more
money in comparison to those who are in lower level.
▪ Some of the disadvantages are following:
▪ Here number of mangers are more so, each worker are performing their task at
more than one managers. So, here wastage of money is going on as a group of
people should need to work under a single manager.
▪ As there is wide span of controls, it may hinders in growing of organisation.
▪ Here as there is small system or firm, structure are limited for example
partnership, co-operatives, etc.
▪ Lack of layers might diminishes the chances for high level of strategic
management.
(Figure: Flat organisation structure, 2017)
 Matrix structure: It is a combination of both autocratic and flat structure. It contains
employee from several departments of the business. These team members are are
elected for dealing with a special project under the guidance of a specific project manager
(Ryu and et. al., 2012). Here, the team members exists for a limited period of time until
project is created and this matrix structure is commonly used to develop a new product or
services. Some of the advantages of this structure are listed below:
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Ill
ustration 2: Flat organisation structure, 2017

 Here, special team members are selected as per the need of project. For example, a risk
handler is appoint for handling risk, etc.
 In this structure, project team is dynamic in nature and are capable for viewing problems
in several or different ways as specialist are elected and send for this purpose.
 Project managers are some one who is completely responsible for ending the project
within allocated dead line and budget.
 Some disadvantages are also present that is described below:
 Here conflict of loyalty is risen between line and project managers regarding allocating
resources (Ryu, Han, and Jang, 2010).
 As team members are given independence at higher extent, then it become difficult to
monitor them.
 Costing can be enhanced if more number of managers are created via using project teams.
(Figure: Matrix organisation structure, 2017)
1.3 Role of hospitality related organisation and professional bodies
The number of hospitality organisation has been increasing drastically. Marriott is one of
the same enterprise having different aims and objectives that are described below:
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Illustration 3: Matrix organisation structure, 2017

 Monitoring, implementing and designing strategies related to public policies under the
hospitality and tourism sector.
 Coordinating horizontally and vertically several levels of organisation.
 Create different funds, policies and benefit services.
 The different types of enterprises within this hospitality industry can be classified as
social and environmental corporation, government and non-government organisation and
state- sponsored economic agencies (Ramanathan and Ramanathan, 2011). The nature of
this industry has a changing behaviour. Other major roles of such body to reorganize
the trans-territorial, sub-national and supranational lines that are explained below:
▪ Sub-national level: In this level, territorial, administrative division and localised
government are working on several political issues, duties and rights that are
following the sustainable hospitality development policy and schemes.
▪ Supranational level: A supranational union is one of the type of international
governmental union whereby negotiated power is given to an authority by
authorized body of member states. This concept is sometimes used to describe
European Union (EU) as a new type of policy-making entity ( Crick, and Spencer,
2011). UNWTO (United Nations World Tourism Organisation), WTTC (World
Travel Tourism Council), and European Union, they are responsible to steer with
different policies that are approved by different authorities impacting the policy-
making in tourism sectors in a national as well as subnational level.
▪ Trans-territorial level: These include trans -border local agencies.
British Hospitality Association is one of the oldest leading enterprise in the hospitality
industry. They are playing the key role in championing the first interestingness of hotels,
restaurants and providers of food services. They are also playing the role of promoting the
interest of businessman, brands and proprietor access hotels and visitor attractions. On the
contrary, Institute of Hospitality are the global hospitality membership body of professional who
are working for tourism industries. It was established in 1938 and are helping more than 10,000
hospitality professionals in more than 100 nations in growing their knowledge and
experimentalism by providing wide range of broad attribute membership services.
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TASK 2
2.1 Requirement of staff in different hospitality industry
Staffing can be simply defined as a process of continuing, getting and deploying of the
accurate quality and quantity of the manpower. The main aim of staffing is to make a positive
influence of satisfaction and powerfulness of the corporation. Hospitality and tourism industries
is a type of business where employees are needed in a large number having several roles and in a
vast region or sector. The main problem in this field of staffing within the industry of tourism is
to give best manageable individual service. The world of travel and tourism have estimated
approx 250 million opportunities for women, youngsters and less modern persons in year of
2006. In United Kingdom, approx 7 or 8 percent of employees are selected in the sector of
hospitality means that every 14 or 16 working employee are elected within this organisation. The
reasons of increasing job opportunities in the tourism sector is scarcity of skilled or talented
employee, due to population is decreasing or birth rate is falling down in certain nations. The
characteristics of job profiles in hospitality and tourism industry are listed below:
 A large number of job opportunity are temporary in nature, so this gives no
encouragement to young peoples.
 In these organisation, women and youngsters are highly appointed.
 Maximum duties are flexible regarding working arrangements and working time period
which are appropriate for those persons leaving in special life situations like students
doing part time job in hotels (Law Buhalis, and Cobanoglu, 2014).
 The hospitality organisation are not providing jobs through out the season while it
provides majority of job in specific seasons.
 Structure of enterprise is some how hard-and-fast occupation with powerful traditions
regarding the job roles and services.
 Tourism sector is dependent highly on the migratory employees.
 There are certain disadvantages of different job profiles with in this improving industry.
For example, less or low wages are provided in this sector in different positions (i.e.
average earning of worker in UK is around 23 Euro per annum). Additionally, working
hour are not regular or fixed and changes as per the occasions like in weekends, holidays,
etc. employees have to do extra work (Kusluvan and et.al., 2010). Several job duty is
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very stressful that put emotional pressure on mind of workers (i.e. Consumers are always
right and staff have to behave politely with them even when they are rude to them). They
also have to put their all efforts in kitchen and working areas by showing their positive
attitudes towards their work. Workers may also face several health related problems like
accident, late shift, use of chemicals, manual handling, etc.). The ability and educational
demand in different section of hospitality sector are listed below:
 Food service management: In this position, most essential task is to make their
consumers satisfy . The responsibility of food service managers ( restaurants, kitchens
and feeding managers ) is to hire skilled workers who know how to behave at work place
that is should maintain discipline in working hours. If they are hiring any new employee
then it is their responsibility to give them a proper training to them so that they make
food of higher quality as well as standards. They also have to know the skill of serving
food by decorating that in order to make them spicy and attractive. They needed to have
an education or experience in the field of nourishment, accountancy, food preparation and
sanitisation with a bachelor's or associate degree.
 Hotel and accommodation management: The skill of overseeing different operations
by supplying a upper-class experience to the users when they are staying in hotel. They
also needed to direct their workers in repairing, safety, servicing of room, front desk
management, house keeping and marketing, here the minimum requirement is also a
bachelor's degree (King, 2010).
 Food service staff: It includes hosts, hostesses, skilled worker, barkeeper and waiters.
The employers have to provide trainings regarding sanitation, different procedures within
corporation and several service techniques.
 House keeping staff: They are commonly providing their training after joining the job
but managers prefer already experienced and skilled staff members.
 Travel agents: They have vast range of responsibilities, for instance entertaining the
customers, planning trips, organising their conveyance and reservation, etc. The travel
agents should posses the degree of high school as employers provide training to them
(Kong, Cheung, and Qiu Zhang, 2010).
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