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THE HOSPITALITY INDUSTRY

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............................................2 Different ways and structure of business (M1): ...........................................................1 Operational areas of organisation: .... 7 5......................................................... 8 5........3 Assessing scale and scope of these organisations (D1): ........................................................................... 10 2|Page ......................................................................................................... Table of Contents 1................................................................... Task-3 (P5 and P6): .................. 7 4.............................................................................. Task-1 ................. 7 5............................4 Organisational structure and staffing: (P3) ........................................................................ Task-4: ......................................................1 Roles of different departments (P4): ....................... Task-2: . 6 4........................ 3 2..................................2 Role of different departments in established Hotel (M3): ...... 7 5................................................... 5 3............................................................................................................................................... 3 2.......1 Identification of six hospitality outlets (P1): ......... 5 2...................... Introduction ..................................................................................... 3 2..........2 Analysis of grading and classification system (M2): .................................. Conclusion: .................................................................................................................................................................................... 4 2..................................................................................2 Analysis of organisational structure: .....................3 Improvement recommendations (D2): .... 9 List of references................................... 5 3... 5 3...................................................1 Key classification system and standards (P2): ............................................................................................................................................ 9 6........ 7 4......

The hotel is privately owned and is currently operating with total turnover of £5. Introduction There are different industries operating all around the world to facilitate and fulfil the key demands and requirements of human kind. and Holiday Inn London operates in commercial sector. (2015). The categorisation was made on the basis of operations in commercial and catering service sector. Holiday Inn London provides wide range of facilities including conference rooms. Similarly. The Midsummer house is operating with current turnover of £1.1 million. According to the forecast report for hospitality industry presented by Claveria et al. Both these hotels are also known in hospitality industry for promoting the local culture through different events. The Milestone Hotel. whereas both these hotels are capable of providing quality rooms and food of international standards.32 million. ownership and services provided in United Kingdom. Task-1 2. lodging. Convent Garden Hotel and Milestone Hotels are also rated as a 5 star hotels. and events. whereas Convent Garden hotel is decorated by using the aged wood furniture. whereas major consideration is required to analyse their facilities. Also. Among the selected organisations. and other leisure services. quality food. This report is analysing the scope. (British Hospitality Association. Beside the commercial hospitality sector. there were three key businesses were selected for catering service sector. accommodation. Hospitality industry plays vital role among other industries due to provision of services to fulfil the necessities of human kind such as food. Similarly. The catering services provide strength to hospitality industry by attracting the customers for delicious food and beverages. This report also requires assessment as deputy manager for analysing the key performance of different hospitality outlets. whereas catering service sector included Sodexo Prestige. 2.1 Identification of six hospitality outlets (P1): This assignment requires from the deputy manager to identify the key hospitality outlets operating in United Kingdom. Holy Smoke restaurant provides Italian cuisines to customers and 3|Page . it is proven that there are very high opportunities available in hospitality industry that will ultimately increase the number of customers. whereas it is capable of providing verities of quality food and beverages to customers. travel. scale and structure of hospitality industry. 2015).1. assessment and recommendations are presented for newly developed hotel. The Convent Garden hotel. Holy Smoke and Mid Summer house.

The company is recognised for providing best services including hard and soft services to customers. conferencing and banqueting services to customers.org. Mainly hotel industry is operating with 3 to 7 star ratings. Many hospitality organisations are getting benefits by adopting these sustainable changes such as adoption of technology. (Chon et al. Also. On the other side. the diversity is limited in restaurant sector. The company is capable of providing passionate catering services and operates with total turnover of £500 million in UK and Ireland. The service in both these sectors varies such as commercial hotel sector provides high class meeting. (Instituteofhospitality. British Hospitality Association. the hospitality industry is facing massive changes in last few years. The restaurants operate on small scale. and provides quality environment in the form of events. whereas key competition is assessed in terms of their capabilities to adopt technology and customer satisfaction. majority of hospitality organisations are facing challenges due to advancement of technology. whereas restaurants are operating with ratings ranging between 2 and 3 stars. 2015. Also. restaurants are only providing the quality environment including different tasty blends of food and beverages to customers. modern strategies and others. 2. 2015).operates in London. 2013). On the other hand. different contract catering companies are also operating in hospitality industry such as Sodexo Prestige.. 4|Page . lodging. The creation of purchasing turnover is defining the actual scale of business in hospitality industry.org. Both these restaurants provide different blends of taste for customers. whereas hotels operate on high scale.2 Different ways and structure of business (M1): Due to expansion of services and increasing demands of customers. whereas hotel businesses manage high level of diversity for their customers. whereas it varies in commercial and service sector of hospitality industry. Figure 1: Six key hospitality industry outlets (Instituteofhospitality. 2015).

3 Assessing scale and scope of these organisations (D1): There is great potential available for hospitality industry in United Kingdom.. room porters.4 Organisational structure and staffing: (P3) The commercial hotels have large and well defined organisational structure. marketing staff. and housekeeping department. British tourist authority. whereas supplier and employee management are highly influencing the structure of organisation. Majority of people are considering the healthy and fresh organic food due to health consciousness. whereas hotels consider diverse customers from all around the world. (Chang et al. 2011). whereas hotels are provided with different 5|Page . 2013). Majority of residents in UK are fond of visiting restaurants and hotels. marketing. cuisine. The restaurant service sector is having limited organisational structure due to provision of only food services. scope of hospitality industry is depending on the lifestyle of people which is immensely changed due to technological advancement. food. The structure of commercial hotels in defined on the basis of different departments such as administration. There are six different types of classification systems are commonly used in hospitality industry such as Michelin star. Task-2: 3.. This is the reason that majority of businesses in hospitality industry are affected. (Mohammed et al. 2015). and accommodation. 3. Also. accountants.2. waiting staff. and Star S. junior staff. The deputy manager identified that restaurants are attracting specific range of customers to provide specific blend of ethnic and organic food. whereas it defines the high scope of hospitality industry. but different scopes and scales of business are affecting the services and products offered by the organisation. The Michelin Star is providing ratings for restaurants. cook. Egon Rony. 2015). (Albert and Colin. The structure of organisation is directly related with internal and external factors. Fork and Knifes. 2. front office. The hotels adopt proper differentiation strategies to categorise different types of customers to support the scope and scale of hospitality industry. whereas variety of workers are required to efficiently complete their operations such as reception staff. dishwasher. chefs. and other staff members. Gault Millau.1 Key classification system and standards (P2): The classification system is commonly used for rating the amenities and services provided by the hospitality business such as customer experience. finance. (Watson. The classification system and standard ratings are determined to increase the awareness of people about specific hospitality business.

ratings such as A3. Similarly. 3. The ratings are provided in 1 to 5 star and 1 to 20 respectively. 2013). The deputy manager identified that national tourist board is only providing AA rating to highest service provider hotels in United Kingdom. The British tourist authority is also rating the hospitality business in terms of diamond rating such as AA symbols and Five Star. The Michelin star rating is commonly used all around the world for international ratings. and 1 star for tourist. whereas British tourist board is used for national hospitality businesses. 3 star for comfort.. There are also some letter based rating systems for hospitality businesses such as Star S and A to F star rating system. Figure 2: Classification system and rating standards (Nunez-Serrano et al. there are different food critics that give ratings for different hospitality businesses such as Egon Rony and Gault Millau. Michelin stars are providing different rating to different types of businesses such as 5 star for super luxurious services.. Similarly. whereas proper evaluation and consideration of rating is done by customers before selecting services from any hospitality business. 4 star for first class comfort. The other hospitality businesses are given low stars due to lack of amenities and comfort. A2 and A1. (Nunez- Serrano et al. (Ramanathan. 2 star for standard hotels. (Nunez-Serrano et al. 6|Page .2 Analysis of grading and classification system (M2): The classification and grading systems have high impact on customers. The international quality standards define the highest quality standards equivalent of five star ratings. 2013).. 2012). 2013). The researchers have confirmed that reputation of hospitality business is depending on its high rating because customers are always checking the rating before selecting the hospitality services and products.

finance manager. In addition. The main objective of organisation is based on making profit through efficient services. Also. whereas kitchen and room porter team will be managing the supply of goods. financial assessment. 5.2 Analysis of organisational structure: The newly developed hotel is consisting of very strong organisational structure including chief executive director. newly developed hotel will be providing front house service and accommodation service to large number of customers. marketing. whereas key strength will be achieved by Hotel London by providing Italian cuisine to their customers. The organisational structure is also commonly known as hierarchical structure in hotel industry. The hotel also adopts the total privacy and confidentiality policy for securing the personal information of employees. whereas London hotel will be efficiently managing all the prices of food and products.4. (Tavitiyaman et al. whereas 7|Page . The budget management is key for all types of hotel businesses.. hotel management will be efficiently calculating the profit through their efficient finance department. efficient crew members will be available to serve foods. The deputy manager also identified that different techniques are essential for preparing the Italian cuisines. There are very limited numbers of Italian restaurants in London. The chefs are also recruited very extra care because good quality food plays vital role for increasing the rating of hotels and restaurants. 4. store manager. kitchen manager. Task-3 (P5 and P6): 4. it was identified that customer ethics and care is important to get good ratings for different operations of Hotel London. and dish washers. Task-4: 5. Also. As deputy manager. skills and performance. health and safety. whereas it also defines the responsibilities and duties of each employee in organisation. administrative manager. organisation holds equality strategy by providing equal opportunities to all employees for enhancing their competence. whereas quality of customer care is important for providing good food and beverage service to customers. service crews. chefs. operational manager.1 Roles of different departments (P4): There are different roles played by different departments in organisation such as human resource management. Also. customer service. 2012).1 Operational areas of organisation: The Hotel London are about to start their business and it is important for the deputy manager to analyse and research the market in hospitality industry.

housekeeping department. The profit can only be achieved by attracting more customers in hotel. conflicts. The human resource department plays important role in organisation by efficiently managing important activities such as employee training. marketing department. PESTLE analysis. and service innovation strategies. and food and beverage department. The human resource management is also responsible for managing the shift rota for employees.customer service department plays vital role for building an efficient environment for hotel to attract more customers. (Chen. The success of any hotel is depending on efficiency of key organisational departments such as administrative department. (Hoque. competitor analysis. appraisal. 5. They are responsible for conducting the market research. whereas they will be efficiently monitoring the performance of employees. 2013). The hotel London will consider the example of Holiday Inn London hotel for 8|Page . whereas marketing department plays vital role for attracting the customers. Figure: Different departments (Hoque. SWOT analysis. This department is required to adopt polite communication.2 Role of different departments in established Hotel (M3): All the departments of any established hotel are performing efficient role to achieve the organisational goals and objectives. and improvement of services. empathy and care factors during their operations. finance department. front office desk. 2013). and recruitment. 2013). They are also responsible for managing the complaints.

(Ashrafi et al.. This report was also highlighting different rating and grading system used in the hotel and restaurant businesses. 2013). 2013). 5. (Ashrafi et al. This report was also defining the structure of organisation.3 Improvement recommendations (D2): The improvement of operation and services requires proper assessment of services.. business. whereas recommendations and suggestions of customers also help in improving the products and services in hospitality industry. This report was analysing the hospitality industry in terms of diversification. 9|Page . The key scope was defined for efficient management of customers and suppliers. This report was also highlighting the importance of scope and scales defined in the hospitality industry. The Michelin star rating is commonly used all around the world for international ratings. whereas major emphasis will be made for achieving the organisational objectives. market size. 6. and organisational structure. There are different standards defined by government bodies and external agencies that also help in improving the services such as health and safety rules by FDA. The majority of departments will function as normal. The recommendations can be achieved from thorough assessment of services and products. whereas British tourist board is used for national hospitality businesses. but HR department will be additionally managing the innovation of services and products in London Hotel. risk management and quality management. Conclusion: The hospitality industry plays vital role by providing efficient accommodation and food services and products to large number of customers.managing the operations in departments. whereas role of different departments defined the actual efficiency of organisation for achieving the organisational goals and objectives.

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