The hospitality industry is a wide and regularly developing and growing sector. Its focuses on providing customer services through providing services such as accommodation, transportation, travel, etc. for satisfying their needs. Through this report, we get to know about the various hospitality sector, its scale of business, its scope and the products and services offered by hospitality businesses. Roles of hospitality related organisations and the staffing requirement for different hospitality businesses. The current and future trends and its impact o
1.1 Scale, scope and diversity of hospitality industry
Hospitality industry is considered as a wide area of businesses which focuses on providing services to customers and ensure that they are been satisfied from the experience they have with the hospitality sector. Restaurants, amusement parks, hotels, event planning, transportation, etc., are all included in the Hospitality industry (Kandampully, Zhang and Bilgihan, 2015).
As great number of tourists are attracted towards UK, there is a huge scope for hospitality business opportunity. Approx. of 127,000 businesses are there in UK under the Hospitality sector as per the records of British hospitality association. More than 40,000 hotels, restaurants, motels, etc., are there in UK. Many hospitality sector are belonged to private sectors. Few and largest of hospitality businesses belong to the Public sectors.
In the GDP of UK the contribution of hospitality industry is about 4%. Hospitality industry generates many opportunities for employment as part-time or full-time employees or staffs. Due to which there are more employment opportunities in UK's hospitality sector. In total national income of UK, hospitality industries contributes about 20% (Jones, Hillier and Comfort, 2016).
Diversity in the hospitality sector can be termed as the products or services offered by this sector. Below discussed are some of the products or services offered by hospitality sectors:
- Tourism-oriented products: Tourism oriented products or services are those services which are been provided primarily for tourists (Jauhari and Bharwani, 2017). Such as Accommodation, like Marriott, Hilton hotels; Transportation; Tour operators; restaurants; etc.
- Residents oriented products: These are the products or services which are been provided to the locals at a tourist destination. Such as amusement parks, public parks, hospitals, banks, postal service, etc (Kim, Vogt and Knutson, 2015).
1.2 Organisational structures of various hospitality businesses
Organisational structure refers to the system of directions for the flow of information or instructions from top to bottom level and vice-versa in an organisation to achieve objectives and goals (Pavlova, 2017).
Following are the various types of organizational structures:
- Line Organisation: In this the hierarchy of authority flows from top management to lower level and to the workers at operational level. There is a clear understanding of responsibility and authority.
- Line and staff organisation: In this structure the line managers are been assisted by the staffs. Staff have only advisory function they have no authority over line managers.
- Functional organisation: In this the organisation is been distributed according to the various functions in the organisation such as finance, sales, production, R&D, etc.
- Project organisation: It is a temporary form of organisational structure for completing or performing a particular project or tasks. Organisation is been divided on the basis of different projects.
- Matrix organisation: It is an organisational structure where an organisation follows multiple command system which is horizontal and vertical flow of communications (Lucien, 2017).
Below discussed are the organisational structures used in various hospitality organisations:
- Organizational structure in Marriott Hotel: Marriott hotel follows an organisational structure based on the departmental or functional structures. Where the hotel is been divided into different departments such as food, room servicing, finance, etc.
- Organizational structure of Dish Catering: The Dish catering services uses the line organisational structure. As there is only single boss or owner, who makes all the decisions and pass it on to their staffs.
- Organizational structure of Alton towers: Alton towers theme park's uses functional organisational structure for managing different functions of a theme park. It also has a strong centralization to ensure effective managerial control over different functional areas.
1.3 Roles of organisations related to hospitality
The role of organisations and professional bodies related to hospitality in UK like Marriott Hotel, Dish catering, Alton towers and Thomas Cook are given below:
Role of Hotels (Marriott)
Following are some of the roles of hotels in hospitality sector:
- Accommodation: The main objectives of the hotels in the hospitality sectors are to provide accommodation facility, the facility to stay to customers who are away from their home country (Lopes, 2016).
- Food Services: Hotels also provides healthy and tasty foods to their customers and satisfy them by filling their stomach with tasty food.
- Catering events and conferences: Hotels also caters various events and conferences within the hotel premises.
Role of Catering services (Dish catering)
Below listed are some of the roles of catering business:
- Food preparation and services: Catering services includes the job of preparing food for their customers, which includes preparing food on the site and serving food through buffet or serving at the table.
- Menu planning: Caterer plays a vital role in helping customers or parties in planing for their menus.
- Make an event success: They play a major role in making events, like weddings, birthday, etc., of their customers a successful one.
Role of theme parks (Alton towers)
Under listed are the roles of theme parks in hospitality sector:
- Take visitors to fantasy: Alton towers theme park main objective is to take their visitors to a fantasy land and have a relaxed and amusing time.
- Develop tourism: Theme parks helps in for developing tourism in a particular destination by attracting them through their amazing rides and specific features.
Role of Travel agency (Thomas Cook)
Below given are the roles of travel agencies in hospitality industry:
- Making arrangements for flights, accommodation, travel insurance, etc.
- Provides advices to the customers for their travel arrangements.
- Advising for the best destination under the budget of the customers.
2.1 Requirements for staffing in hospitality businesses
Hospitality industry is growing continuously which generates a lot of employment opportunities which requires staffs with different qualifications and skills. As it is concerned with services to the public, most of the employees are directly in contact with the customers which requires communication skills and skills related to customer services (Claveria, Monte and Torra, 2015).
For staffing in a Hotel or accommodation business the various requirements for their staffs are; for the managerial level in hotel requires high experience in providing services to their customers. They are required to have a management degree and the required skills. The other staffs of in the hotel sector require skills and minimum qualifications according to their work. A chef requires cooking skills, and other staffs should have the skills required for customer services and communication, etc.
And for staffing in the catering services the requirements of staffs is both skilled and unskilled employees. Skilled employees are required at the functional areas in catering where there they are required to cook food and decorate. Unskilled can be used in serving the dishes to the guests, but also they require the communication skills. For functional areas they require certificates and degrees.
In amusement or theme park the requirement for staffing is of both skilled and unskilled workers. Skilled workers are required for doing all the mechanical and technical works in the park and unskilled are required for cleaning and maintaining the park. Managerial or functional specialists are also required for various managerial decisions and to perform various functions (Popescu and Popescu, 2016).
Thus, in hospitality sector there is a requirement for both the skilled and unskilled staffs. The main skill required by all is to have a good communication skill and skill to satisfy customers. There is requirement of high qualified staffs to low qualified workers.
2.2 Hospitality staff roles, responsibilities and qualifications
Below discussed are the roles, responsibilities and qualification required by hospitality staffs:
Responsibilities and Qualifications:
- The main responsibility of the supervisors are to manage the day to day operations in the organisation.
- Provide Training to the new employees and to the old staffs for their development and to improve their skills.
- They have to maintain the inventories within the organisation, if there is any shortage in the stock they have to make order for fulfil them.
- They have to create a better communication system in the organisation
- Have a qualification of business management
- Good experience in the supervisory level
Responsibilities and qualifications:
- They plan and determine the sales and profits
- Makes various decisions related to the organisational issues
- Recruit new staffs, train them and motivate.
- Maintaining the standards of the business
- Have a Management degree
- Interpersonal and organisational skills
- Communication and administrative skills
Responsibilities and qualifications:
- There responsibilities and roles depend on the area of work they are been placed
- Customer support and satisfaction
- Skills are been required according to their work in the organisation.
- Qualified enough for undertake various tasks and works in the organisation.
- Must have good communication skills
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From this report we can conclude that hospitality industry is a very wide and continuously growing sector in UK. Organisations should use appropriate organisational structure for the effective hierarchy, communication and for proper responsibilities and authority in the various organisations. Organisations related to hospitality sector must perform their roles effectively for better services to their customers. Staffing in the hospitality business should be done according to the required skills and qualification. Various issues like operational, managerial and legislative issues have deep impact on the functioning and decision making in a hospitality industry. There are many current and future trends in hospitality businesses that would affect the organisation.
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