Recruitment for Skills: Analysis of a Hotel Chain in Hospitality

This report provides an analysis of hotel chain recruitment within the hospitality industry, focusing on the skills required, the impact of licensing and franchising agreements on economic growth, and the functions of operational departments. It examines the contribution of the hospitality industry to local, national, and international economies and identifies skill gaps and shortages within Ramada, a multinational hotel chain. The report further suggests solutions to address these skill gaps, emphasizing the importance of communication, recreation ability, training, marketing expertise, and lodging skills in ensuring customer satisfaction and organizational success. It concludes that the hospitality industry plays a crucial role in economic development and offers valuable services to customers worldwide.

HOTEL CHAIN RECRUITMENT
FOR SKILLS

Table of Contents
INTRODUCTION................................................................................................................................3
TASK1..................................................................................................................................................3
1. Different types of business in hospitality industry and diverse products they offer....................3
2. Contribution of hospitality industry to local, national and international economies...................4
3. Evaluation of global growth and influence of licensing and franchising agreements and its
contribution to economic growth.....................................................................................................4
TASK2..................................................................................................................................................5
1. Operational and Functional departments within organisation....................................................5
2. Different employment roles in operational department of hospitality industry...........................6
3. Review of skill gaps and shortages..............................................................................................7
4. Solution of skill gaps impacting hospitality business..................................................................7
CONCLUSION....................................................................................................................................8
References............................................................................................................................................9

INTRODUCTION
Hospitality industry posses variety of factors that influences its functioning in different
sectors of an organisation (Lloyd, Warhurst and Dutton, 2013). It is important in overseeing the
administrative work of hotel, resorts etc. which represents the type of experience that tourist or
customers can enjoy at particular hotel. Organisation undertaken here is Ramada. It is a
multinational hotel chain founded in 1953. Further more, in this report, different types of business
within hospitality industry and diverse products and services offered are discussed, range of
operational and functional departments and its contribution to local , national and international
economies are elaborated. Also, investigation on different operation roles and lack of skills and
skills needed in Ramada is explained.
TASK1
1. Different types of business in hospitality industry and diverse products they offer.
Hospitality industry applies to any company that deals with customer satisfaction and is
focussed on meeting leisurely needs. It deals in businesses relating to food and beverages, travel
and tourism, lodging, recreation, etc.
Food and beverages : This is one of the largest segment of hospitality industry. It comprises
of meals, snacks and beverages (Bailly and Léné, 2012). It is basically the industry which provides
or prepares food for their customers. Ramada can have restaurants, bakery, coffee shops and bars
for their customers. It will enhance the customer by providing excellent food and first class service.
Travel and tourism : It provides services of transportation like flights, trains, cabs, etc.
Ramada can provide above services to their clients so that so that customers can reach their desired
destination, travel and go back.
Lodging: It means accommodation to stay at some place for limited time. It provides
services of hotels, hostels etc. Customer service is critical in providing these services. Ramada
offers accommodation services which include reservation, suits, public dinning, banquet facilities,
laundry, room services, etc.
Recreation : It refers to any activity that people do for relaxation of their mind and
enjoyment like movie theatre, amusement parks, etc. they are incredibly diverse because it depends
on mood of customers that what kind of relaxation or enjoyment they want. Ramada can provide
services to their customers for relaxation like swimming pool, spa, gaming zones for kids, live
music , etc. Aim of this is to brush up person's mind.

2. Contribution of hospitality industry to local, national and international economies
Hospitality industry is percipient of healthy growth in local, national and international
economies. By the growth of tourism, it expects continuous expansion in profitability of an
organisation. (Solnet, Baum, Robinson and Lockstone-Binney, 2016) , .Tourism is one of the
largest industries which contribute in economies with the services like hotel, travel agents, airlines,
restaurant etc.
Contributions to local economies
It generates employment opportunities for local people as direct jobs are available to tour
guides, planners, hotels, restaurants etc. As the industry grows, employment opportunities increases.
It generates income through use of various services like hotels, restaurants, other facilities provided
to the customers in Ramada.
Contribution to national economy
Hotel and tourism industry has immensely contributed in generating income from nation. It
preserves traditional industries and handicrafts as tourist take great interest in the market and
products available to the places they visit. It enhances the sale of the nations product and
contributes to the economy(Presbitero2017). It also contributed to the infrastructure of an
organisation.
Contribution to international economy
Hotel and tourism contributes to foreign exchange earning as all the expenses of foreign
tourist incurred in Ramada are source of foreign exchange earning. Ramada, by making
compulsory for its tourist from all over the world to carry a certain amount of foreign currency with
them for their stay with hotel.
3. Evaluation of global growth and influence of licensing and franchising agreements and its
contribution to economic growth
Franchise and licensing helps in global contributions by increasing level of economic
development, economic growth and market administration. It helps to reduce dependence on
national demand and grow new revenues and profits worldwide. Extending brand globally involves
low risk and requires minimum investment, attracts investment to grow the brand. Organisations
through franchise not only increases the economy but it generates employment opportunities to
other countries which in turn increases the job opportunities. And this ultimately contributes to the
per capita income of a country. Licensing and franchise opened doors for many organisation to
reach out of the nations boundaries and increase its business in rest of the world. It also generates
the training programs for people which enhances their ability and skills to contribute towards the
profitability.

TASK2
1. Operational and Functional departments within organisation
Operation department is responsible for managing the process of creation of goods and
services. It involves planning, organising, coordinating and controlling all the sources. Operation
management is the most important function in an organisation. In Ramada, as it is a hotel industry,
there are various departments that help in glassy and efficient operation of the hotel. It includes
areas like front desk management, food and beverages, human resource planning, housekeeping
operations etc. The work of the following departments are as follows:
 Front desk management : It is responsible for managing information regarding VIP, check
in and check out information, type of plan in which customer stay, etc.
 Food and beverages : It renders the services of food items, beverages to a customer as per
their demand. It put forwards world class services of food and drink which can be provided
at hotel coffee shop, lounges, restaurants, etc.
 Human resource planning : It is responsible for hiring and training of hotel staff.
 Housekeeping operation department : It is responsible for cleaning, laundering ,
maintenance of gardens,etc.
Functional department is a department in an organisation that deals in different functional
areas of an organisation that is management, marketing, finance accounting etc.
 Finance: It provides the hotel with relevant financial data and forecasts which are used for
daily decision making to ensure that hotel is up to date. It analyses the short and long term
needs of fund in an organisation.
 Sales and marketing : this department handles the details of sales group coming to the hotel,
advertising needs of the hotel and collection of market research data etc.
 Accounting : This department is responsible for financial transaction of the organisation.
Salaries of an employees, wages, bonuses, cash collected through sales and other resources
are carefully identified and recorded.
Operational and functional departments are inter related to each other as the front office staff
coordinates with all other departments of the hotel including marketing, sales, housekeeping, food
and beverages etc. The marketing and sales department depends on front office to provide data
relating to each customer(Yang, Wan and Fu, 2012). Housekeeping and front office departments
communicate with each other regarding room cleaning status.

Sources: Housekeeping Department Organization Chart, 2018
2. Different employment roles in operational department of hospitality industry
Operational department is fully responsible for functioning of all the departments (Nwosu,
2016) . It is helpful in generating various employment opportunities There are several roles for
employment in operational department in Ramada and they are :
Jobs in operational department Skills needed
Housekeeping Trust worthy, attentive, flexible, caring,etc.
Food and beverage Ability to taking customer orders, serving meals
etc.
Front office department Ability to handle customer queries and records
with patience and politeness, listening skill
which will help understand customer issues, etc.
Marketing department Analyse market needs and demand,deciding on
which promotional strategies are needed for
hotel promotions, skills for developing suitable
Illustration 1: Housekeeping Department Organization Chart

offers and generating reward points for their
customers.
Recreation department Ability to create such environment in hotel
which will refresh the customers such as live
music, events, game zone for kids etc.
3. Review of skill gaps and shortages
Employees lack the creative and innovative factor which is essential in every organisation.
In Ramada, housekeeping departments may lack the ability of trustworthiness which is very
essential in every organisation. Food and beverages department may lack the ability to provide
meals and food according to the needs of the customer or it may lack customisation. Front office
department may lack communication skills which are needed to solve all customer queries and it
can affect the goodwill of the organisation (Hartline and Bejou, 2012).Marketing team may lack the
ability to properly analyse the market demand and need or may lack the ability to promote the
organisation with suitable promotional mix. Recreation department may lack the ability to create
such environment which will boost more and more customer to visit the hotel again and again and
may led to the customer dissatisfaction.
4. Solution of skill gaps impacting hospitality business
Hospitality industry is one of the largest industry and thus this industry needed lot of skilled
employed for performing multiple functions of the organisation (Shademan Pajouh and
Blenkinsopp, 2012) . Skill gaps can be analysed by properly recruiting the staff of an organisation.
Skills that should be analysed are following:
 Communication : Employee should have good communication skills both in oral and
writing which will be easily understandable to the customers.
 Recreation ability : Employee should have the ability of recreating environment according
to the needs and demand of customers such that it will attract customers towards the
organisation.
 Training : Employee should be well qualified and trained under the particular department.
This will help to recruit trained personnel for the organisation.
 Marketing manager : Marketing manager should have the ability of analysing the needs
and wants of customers and should be able to decide on which marketing mix and
promotion mix will be best suitable for the organisation. This will help the organisation in

successful promotions and meeting customer demand which will lead to customer
satisfaction.
 Lodging skills : Employee should have innovative and creative skill in development of
rooms, lobby's, etc. which will give comfortable ambience and surroundings to the
customer.
CONCLUSION
As mentioned from the above report,it can be concluded that hospitality industry is the
largest industry as it has multiple businesses. By operating in multiple departments, it channelises
the functional and operational sector and their inter relationship with each other. They are incredibly
superior not only in terms of their contribution towards generation of income in an economy but
also in providing best facilities to the customers. They offers variety of products and services to
their customers. Through franchise and licensing, they are able to offer products and services all
over the world which will help to boost economies of country through international contributions.
Apart from this, skills of the employees are analysed and shortages are evaluated.

References
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