Contemporary Hospitality Industry Report: Business Operations

This report provides a comprehensive overview of the contemporary hospitality industry, using Premier Inn as a key example. It begins with an introduction to the industry, defining its scope and diverse business models, including food and beverage, recreation, lodging, and travel and tourism. The report then explores the operational and functional departments within a hotel, highlighting the roles of front desk services, executives, marketing and sales, kitchen staff, and accounting. It examines the hospitality industry's contribution to local, national, and international economies, emphasizing job creation, support for local industries, and income generation. The report further analyzes the interrelationships between operational and functional departments, emphasizing the importance of communication and coordination. It discusses the impact of franchising and licensing agreements on global development and economic growth, followed by a review of various operational roles like concierge, event planner, hotel general manager, and housekeepers. Finally, the report outlines the essential skills required for success in the hospitality industry, such as customer service, communication, cultural awareness, and multitasking.

Contemporary
Hospitality Industry

Table of Contents
INTRODUCTION.....................................................................................................................................2
MAIN BODY.............................................................................................................................................2
TASK 1.......................................................................................................................................................2
Different types of business in the hospitality industry.............................................................................2
A range of operational and functional departments in chosen industry....................................................3
Contribution of hospitality industry to local, national and international economies................................3
Interrelationships of operational and functional departments in the Premier Inn.....................................4
The global development has been influenced by the use of franchising and licensing agreements..........4
Assessing how franchising and licensing development have made a contribution to the economic
growth.....................................................................................................................................................4
A range of different operational roles......................................................................................................5
Skills required for the roles in the hospitality industry............................................................................5
Review the skill gaps in relation to range of different operational roles..................................................6
Analyze the impact of skill shortage........................................................................................................6
TASK 2.......................................................................................................................................................6
Covered in ppt.........................................................................................................................................6
CONCLUSION..........................................................................................................................................6
REFERENCES..........................................................................................................................................7
Books and Journals:.................................................................................................................................7

INTRODUCTION
The aim of this report is to provide the knowledge and understanding about hospitality
industries (Fyall, A. and Et.al., 2019). These industries have a broad range of fields within the
service industries that includes food and drink services, travel and tourism, lodging, event
planning or theme parks. It also includes restaurant, bars, tourism agencies, hotels. Operations in
hospitality industries involves implementation of resources, equipment, materials and
technologies where it will be supposed to deliver product or service based on the customer’s
needs and requirements. Premier Inn is a popular British hotel brand which has over 72000
rooms and 800 plus hotels. It is being introduced by Whitbread in the year 1987. The hotel brand
is a merge result of Premier Lodge and Travel Inn. Premier Inn is a hotel with the limited
services which permits the affordable prices rates to their visitors and guests. The report includes
various range of business within the service industries, an examination of range of operational
and functional departments, skills which are required for the specific roles in the same industry
and many more.
MAIN BODY
TASK 1
Different types of business in the hospitality industry.
The hospitality industry is a collection of business models which is related to hosting the
guest or customers (Ghaderi, Z. and Et.al, 2019). It is a type of service industry that gains much
of their significance from customer service. In context of Premier Inn, it is one of well-known
hotel brand in the UK. The following are the types of business in the hospitality industry which
are as follows:-
Food and Beverages Recreation Lodging Travel and tourism
Those business which
purpose is to deliver
food services such as
any restaurants,
caterers, bars and
cafes. In the
hospitality industry,
most of the services
are intangible and
they are in the form
of invisible such as
decor and services of
a restaurant.
Recreation can be
understood as an
activity where people
can relax, enjoy and
rest. The objective of
recreation is to
refresh a person's
mind and his body.
Any business that
offers activities for
relaxation, rest and
enjoyment to refresh
a person's mind and
body come in the
recreation business
(Ivanov, S. and Et.al.,
2020). Entertainment
businesses which
Lodging can be
understand as a place
or a period of time
for the competition
for the rest for one or
more nights. Elder
hostels, fancy hotels,
campgrounds, motels,
youth hostels and
other businesses
which offer a place
for the customers to
sleep or take rest
overnight are all
come in the lodging
industry.
Travel and tourism
services are the
services which deals
with moving of
people from one
place to another.
Services like cabs,
trains, buses, ships,
planes, and many
more are the part of
travel industry. The
main function of the
service industry is to
encourage and
motivate peoples to
travel. When the
peoples are travel
either for their

offers shows such as
theatre, movie
museums,
participatory sports,
spectator sports, zoo,
spas all comes as a
part of recreation
business.
personal purpose or
business purpose they
make investment to
these sectors.
A range of operational and functional departments in chosen industry.
It is very important for the hotel business in order to run their functions smoothly, they
must have right people, right resources in the right departments. There are various departments
which are exists in the hospitality industry which are as follows:-
 Front desk services: In hotel services, the front desk service is considered as the chief
department where contacts are directly made with the guest. The main function of this
department is guest service, check in and check out, reservation, telephone, foreign
exchange, room assignments, finance and cashiering, enquiry and many more.
 Executives: In the hotel, this will be considered as the decision maker which can be
manager, department heads or directors.
 Marketing and sales: Every organization needs marketing and promotion for their
brand. In this department, the marketing team is responsible for keep updating the latest
marketing channels and practices which includes content social media, OTAs, content,
marketing and many more.
 Kitchen staff: In context to Premier Inn, it is a full service hotel (Kirillova, K., Fu, X.
and Kucukusta, D., 2020). This department is very important as well in order to meet the
requirements of customers which deals with dining and orders.
 Accounting: This department helps to track the expenditures and revenue of the business
which helps to point out the pulse that need some adjustments. The accounting team is
directly responsible to the executives while delivering them relevant data and forecasts.
They are also required to provide recommendations and support.
Contribution of hospitality industry to local, national and international economies.
The most significant economic feature of activities related to the hospitality industry is
that they make a contribution according to the three high priority aims of developing countries
such as generation of income, foreign exchange handling and employment. In context to Premier
Inn, the brands makes a high contribution to economies.
 Creates employment: These industries make the biggest contribution which is related to
creating a host of new job opportunities (Wut, T. M., Xu, J. B. and Wong, S. M., 2021).
Direct job opportunities are available as tour planners and operators, restaurant and
resorts, tour guides, travel consultants and hotels.
 Boost other local industries: The hospitality industry also created indirect jobs in retail
industry, the food and agriculture production and many more.

 Generates income: The hospitality industry generate income in several ways. It makes a
huge contribution to the government. The tourist spends a lot of money in their planning
for vacation or travelling nowadays. So that this businesses and individuals are involved
in the particular sector are also earning a lot. Along with this, the income is also
generating from varieties of services restaurants, hotels, monuments and other
destinations of tourist interests and likes.
Interrelationships of operational and functional departments in the Premier Inn.
The operational and functional department of Premier Inn hotel are interrelated with each
other. For example the front desk department interacts with every department in the organization
which includes housekeeping, marketing and sales, maintenance food and beverages, human
resource, security and many more (Mariani, M. and Predvoditeleva, M., 2019). Communication
is very important in the organization which bring up the mutual trust and sense of cooperation
between each and every member as well as among the guest of the organization. On the basis of
communication of front desk with other departments can make or break the clients who is
staying at the hotel. This will help the company to maintain the relationship between client and
organization. Also coordination is very important between all the departments which supports
them to share the necessary facts which assist in increasing the demand and maintain the
coordination to function smoothly.
The global development has been influenced by the use of franchising and licensing agreements.
Franchising is a way of conducting business in which the owner holds the control of the
company and it permits the franchisee to use successful business model and brand. Franchisor
helps its franchisees by offering various kinds of training, marketing, resources and other skills,
on the other hand franchises invest the capital amount for the business to grow and promote the
brand and liable to pay the recurring amount.
Licensing can be considered as an exploitation of intellectual property in such a way that
it comprises retaining ownership of the intellectual property while it permits the third party to
make certain uses of it.
Franchising is a type of licensing arrangement. Licensing and Franchising helps the
business to grow in the markets which is new. It create awareness about growth and development
and signifies the increment in values. On the other hand it also helps to expand an establishment
which is successful and both can help to expand the business nationally and internationally. It act
as a securing method for the future to strengthen the brand and reach up the level of
competitiveness.
Assessing how franchising and licensing development have made a contribution to the economic
growth.
It has been analyzed that franchising and licensing development of a business has
contributed a lot to the economic growth in the country where is it supports the payment of taxes
and jobs creation. It plays an integral part in supporting the economies. It assist the economies by
strengthening them financially. Overall a small growth of the business through franchisees are
most impressive part in the growth of economic development.

A range of different operational roles.
There are various kinds of operational roles included in the hospitality industry, some of
them are as follows:
 Concierge: It is a job where concierge interacts with customers directly and offering
them with various kinds of services (Song, J. and Qu, H., 2019). They are responsible for
making a responsive behavior to their request. They are the problem solver and must
have extensive customer service skills who can handle complicated customers.
 Event planner: In hospitality industry, many of the hotels have event spaces or
conferences room that are available for renting for different events from weddings to
official meetings. Event planner job is to arrange and plan the event and make sure it
goes smoothly.
 Hotel general manager: A hotel general manager on hotel manager is a person who is
responsible for the smoothing of the business which involves interaction with customers,
handling the finances of the property, managing staff employees and many more. They
must possesses a degree or certificate in hotel management and requires to have strong
management skills, business skills and interpersonal skills.
 Housekeepers: These are the persons who is accountable for maintaining the cleanliness
and hygiene in the environment. They are responsible for cleaning the individual room
and common areas. They are make beds, clean bathrooms, do laundry, stock linens and
many more. Some housekeeping related job titles includes housekeeping supervisor,
director of operations, executive housekeeper and many more.
Skills required for the roles in the hospitality industry.
 Customer services skills: In hospitality industry, it is most required to have customer
service skills in order to deal with the customers on a regular basis and important to
understand the requirement of customer and able to deliver a significant experience to
them.
 Communication skills: It is very important to communicate with the customers and this
is significant skills because in hotels peoples are come from a variety of backgrounds,
nationalities, ages or temperaments. It is required to communicate clear and
understandable.
 Cultural awareness: In order to deal with customers and maintain a strong relationship
with them and it is very important to understand the cultural norms and attitudes (Rather,
R. A., 2019). It is much needed to work with different types of people who have different
cultural backgrounds that helps to interact with different customers which helps to make
them comfortable by understanding their nationalities, belief system, values, perceptions
and so on.
 Multitasking skills: In hospitality industry, it is very important to have multi-tasking
skills in order to face and accept challenges at the workplace. It is very significant to
possess with the multitasking skills and ability to do varieties of tasks simultaneously in
order to meet that lines.

In hospitality industries, there are some significant reasons for shortage in skills. This
shortage in skills are mostly experience at employee level and qualification of workers in the
hospitality industries which are imperatively low then those employees who are working in the
travel and tourism industries (Xie, K. L., Kwok, L. and Wu, J., 2019). For example; antisocial
hours work, few youngsters in the workforce, a boom in the restaurant openings, political crisis
and many more.
Review the skill gaps in relation to range of different operational roles.
It has been observed that the skills gap or shortage of skills impacts a lot to the range of
different operational roles. For example; if a person is lack with its communication skills it will
impact the operations of hotel business a lot because communication is the skills through they
can interact with their customers and know their demands and requirements and serve
accordingly to them. On the other hand, sometimes hotel industry also lack with the employees if
they may have few at workplace and they must possess multitasking skills and accept it as a
challenges to them. There is a qualification gap a lot in the industry, housekeepers do not have
high level of education but managers need to possess with degree in hotel management.
Analyze the impact of skill shortage.
Skill shortage impact a lot in the hospitality industry where manager is liable to give
appropriate training to the staff members as well as keep retaining the current staff to help them
to move up with the career ladder (Padlee, S. F., Thaw, C. Y. and Zulkiffli, S. N. A., 2019). In
order to consider with the skills gap in the hotels, the manager is liable to find the right people to
the right job and must experiment with the new approaches to the hiring process such as
attending job fairs, putting word on social media, advertisements in new places and many more.
TASK 2
Covered in ppt.
CONCLUSION
It has been concluded from the above report is that hospitality industries includes
varieties of business such as recreation, food and beverages, travel and tourism, lodging. All such
business possesses with different functional and operational departments which needs certain
skills and talent in order to meet the organizational requirements with providing greater customer
experience. In order to meet the goals and achieve desired results, employees over must possess
with varieties of skills to interact with customers and understanding the demand and needs. In
order to expand the business, there are various options available for the growth such as
franchising and licensing which helps to grow the economies as well.

REFERENCES
Books and Journals:
Fyall, A. and Et.al., 2019. Marketing for Tourism and Hospitality: Collaboration, Technology
and Experiences. Routledge.
Ghaderi, Z. and Et.al, 2019. Corporate social responsibility and hotel performance: A view from
Tehran, Iran. Tourism Management Perspectives, 29, pp.41-47.
Ivanov, S. and Et.al., 2020. Biosecurity, automation technologies and economic resilience of
travel, tourism and hospitality companies.
Kirillova, K., Fu, X. and Kucukusta, D., 2020. Workplace design and well-being: aesthetic
perceptions of hotel employees. The Service Industries Journal, 40(1-2), pp.27-49.
Mariani, M. and Predvoditeleva, M., 2019. How do online reviewers’ cultural traits and
perceived experience influence hotel online ratings?. International Journal of Contemporary
Hospitality Management.
Padlee, S. F., Thaw, C. Y. and Zulkiffli, S. N. A., 2019. The relationship between service quality,
customer satisfaction and behavioural intentions. Tourism and hospitality management, 25(1),
pp.121-139.
Rather, R. A., 2019. Consequences of consumer engagement in service marketing: An empirical
exploration. Journal of Global Marketing, 32(2), pp.116-135.
Song, J. and Qu, H., 2019. How does consumer regulatory focus impact perceived value and
consumption emotions?. International Journal of Contemporary Hospitality Management.
Wut, T. M., Xu, J. B. and Wong, S. M., 2021. Crisis management research (1985–2020) in the
hospitality and tourism industry: A review and research agenda. Tourism Management, 85,
p.104307.
Xie, K. L., Kwok, L. and Wu, J., 2019. Are consumers loyal to home-sharing
services?. International Journal of Contemporary Hospitality Management.