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THE HOSPITALITY INDUSTRY

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.................... 3 2........................................................... 3 2........ Task-1 . Task-3 (P5 and P6): ..................................................................................................................2 Different ways and structure of business (M1): ........... Conclusion: ........................................................................2 Role of different departments in established Hotel (M3): .......................................................................................................................................................................................................................................................................................................................................................................................................... Task-2: ................................................ 6 3............. 5 3......................4 Organisational structure and staffing: (P3) ...........................................................................1 Operational areas of organisation: ......................................................................................................................................... 4 2.... 3 2.. Introduction ................ 10 6............................... Task-4: . 8 4.............................................................................. 9 5..........2 Analysis of grading and classification system (M2): ............. 10 List of references............................................................................................. Table of Contents 1................. 11 2|Page ..........3 Assessing scale and scope of these organisations (D1): . 8 4................................1 Identification of six hospitality outlets (P1): ........... 8 5...........................1 Key classification system and standards (P2): .. 6 3.....................2 Analysis of organisational structure: ...................1 Roles of different departments (P4): ................................................ 4 2..................................................................... 9 5.. 7 4...3 Improvement recommendations (D2): .... 9 5.............................................................................................................................................................................

and other leisure services. and Holiday Inn London operates in commercial sector. Euro Hotel and Travelodge Hotels are also rated as a 4 star hotels. The hotel is privately owned and is currently operating with total turnover of £5. The hospitality industry consists of broad category of fields within the service industry that includes lodging. and other services for travellers and tourists. membership clubs. whereas prices are also very cheap as compare to other hotels in London.1 Identification of six hospitality outlets (P1): This assignment requires from the deputy manager to identify the key hospitality outlets operating in United Kingdom. this includes the reception and entertainment of guests. or others. The categorisation was made on the basis of operations in commercial and catering service sector. 2015). and additional fields within the tourism industry. whereas major consideration is required to analyse their facilities. resorts. visitors. Task-1 2. conventions. The Euro hotel. theme parks. whereas catering service sector included Sodexo Prestige. Similarly. scale and structure of hospitality industry. whereas both these hotels are capable of providing quality rooms and food of international standards. The Sahara Grill is privately owned restaurant providing Indian and Pakistani food. Businesses that provide transitional or short-term lodging. Beside the commercial hospitality sector. Sahara Grill and Charsi Tikka. there were three key businesses selected for catering service sector. lodging. Holiday Inn London provides wide range of facilities including conference rooms. Among the selected organisations. special events. Travelodge Hotel. This report is analysing the scope.32 million. whereas it is capable of providing verities of quality food and beverages to 3|Page . cruise line. Both these hotels are also known in hospitality industry for promoting the local culture through different events. transportation. with or without food are defining the hospitality industry such as Hotel. or the act or practice of being hospitable. quality food. This report also requires assessment as deputy manager for analysing the key performance of different hospitality outlets. Also. restaurants. inns. event planning.1. Specifically. (British Hospitality Association. assessment and recommendations are presented for newly developed hotel. ownership and services provided in United Kingdom. motels. 2. Hospitality also means providing services and welcoming strangers without expecting anything in return. attractions. or strangers. Introduction Hospitality is the relationship between guest and host.

On the other side. (Weng and Wang. trade association. 2013). whereas it defines the high scope of hospitality industry. The company is capable of providing passionate catering services and operates with total turnover of £500 million in UK and Ireland. 4|Page . Also. whereas restaurants are mainly recruiting naive workers to perform basic functions in restaurant. Both these restaurants provide different blends of taste for customers.customers. The hotels adopt proper differentiation strategies to categorise different types of customers to support the scope and scale of hospitality industry. Mainly hotel industry is operating with 3 to 7 star ratings. The structure of hotel is wisely planned by the HR department. 2. whereas hotels operate on high scale. On the other hand. conferencing and banqueting services to customers. Similarly. The company is recognised for providing best services including hard and soft services to customers. hotels are complying more legislations and standards as compared with restaurants. education and professional and voluntary organisation.2 Different ways and structure of business (M1): The service in both these sectors varies such as commercial hotel sector provides high class meeting. private and public sector. 2.org. (Instituteofhospitality. The deputy manager identified that restaurants are attracting specific range of customers to provide specific blend of ethnic and organic food. whereas hotels consider diverse customers from all around the world. whereas hotel businesses manage high level of diversity for their customers. whereas restaurants are operating with ratings ranging between 2 and 3 stars. Also. and provides quality environment in the form of events. Moreover. restaurants are only providing the quality environment including different tasty blends of food and beverages to customers. The restaurants operate on small scale. the diversity is limited in restaurant sector. whereas restaurants are less considering these ways during their operations.3 Assessing scale and scope of these organisations (D1): Majority of residents in UK are fond of visiting restaurants and hotels. The commercial sector is required to adopt efficient Corporate Social Responsibility strategies. lodging. scope of hospitality industry is depending on the lifestyle of people which is immensely changed due to technological advancement.. 2004). (Chon et al. different contract catering companies are also operating in hospitality industry such as Sodexo Prestige. Charsi Tikka restaurant provides Pakistani cuisines to customers and operates in London. 2015). The size of scope of hospitality industry consists of different types of organisations such as serviced and non serviced accommodation.

(Gu et al. room inspectors. checking out guests. Food & Beverage department deals mainly with food and beverage allied activities such as Speciality Restaurants. Room Service etc. 2004). 2. front office. 2012). The structure of organisation is directly related with internal and external factors. The security of guests. a house person crew. personal property and the hotel itself is an overriding concern for today's hoteliers. whereas supplier and employee management are highly influencing the structure of organisation. Basically. The marketing department is responsible for packaging of selling. 5|Page . finance. Figure 1: Size and Scope of hospitality industry (Weng and Wang. most security precautions concentrated on the prevention on thefts from guests and the hotel.. it is their responsibility to prepare dishes or menus which are ordered by guest. room attendants. linen room attendants and personnel in charge of employee uniforms. (Watson. take in charge of guest accounts (cashiering/payment). This department has the largest staff. employees. 2012).4 Organisational structure and staffing: (P3) The structure of commercial hotels is defined on the basis of different departments such as administration. Bar.. In the past. and housekeeping department. consisting of an assistant. Housekeeping is responsible for cleaning the hotel's guestrooms and public areas. Coffee Shop (24hrs). Banquets. The marketing divisions are charged with the responsibility of keeping the rooms in the hotel occupied at the right price and with the right mix of guests. The front office is the command post for the reservations. 2013). The restaurant service sector is having limited organisational structure due to provision of only food services. sales promotion. food. Food production department handles with the preparation of food. (Gu et al. registering guests. marketing. advertising and public relations..

and this generally follows a 5 star grading scheme.Automobile Association inspects restaurants for the quality of their food. This includes:  AA . 6|Page . Figure 2: Basic structure of commercial hospitality outlet (Gu et al.1 Key classification system and standards (P2): Most countries have a grading system for offered accommodation. In the United Kingdom (UK) a number of organisations provide rating systems for the hospitality industry. with one being the lowest and five being the highest. 2012). Task-2: 3..  Visit Britain . 3.National and regional tourist boards provides diamond rating such as AA symbols and Five Star.

2012). the sale of guidebooks. 2013). facilities. The Michelin star rating is commonly used all around the world for international ratings.Royal Automobile Club Similarly. 2 star for standard hotels.  Michelin . A2 and A1 ratings for restaurants and hotels.2 Analysis of grading and classification system (M2): The hospitality grading systems are designed to fulfil a number of different needs. 2012). 4 star for first class comfort. There are also some letter based rating systems for hospitality businesses such as Star S and A to F star rating system. there are different food critics that give ratings for different hospitality businesses such as Egon Rony and Gault Millau. 7|Page . 3 star for comfort. and so forth  Control: to provide a system for controlling general industry quality (Ramanathan. 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. (Nunez-Serrano et al.  RAC . whereas British tourist board is used for national hospitality businesses.including the 'world-renowned' restaurant and chef grading provides A3. The ratings are provided in 1 to 5 star and 1 to 20 respectively. (Ramanathan. and 1 star for tourist. 3. Five of the most important are:  Standardisation: to establish a system of uniform service and product quality that helps to create an orderly travel market distribution system for buyers and sellers  Marketing: to advertise travellers on the range and type of hotels available within a destination as a means of promoting the destination and encouraging healthy competition in the marketplace  Consumer protection: to ensure that the hotel meets minimum standards of accommodation. The Michelin system is providing different rating to different types of businesses such as 5 star for super luxurious services. and service within classification and grade definitions  Revenue generation: to provide revenue from licensing..

1 Operational areas of organisation: The Xiamo Hotel is about to start their business and it is important for the deputy manager to analyse and research the market in hospitality industry. finance manager. skills and performance. The organisational structure is also commonly known as hierarchical structure in hotel industry. whereas quality of customer care is important for providing good food and beverage service to customers. 2012). and dish washers. (Boella and Gross Turner. chefs. store manager. organisation holds equality strategy by providing equal opportunities to all employees for enhancing their competence. newly developed hotel will be providing front house service and accommodation service to large number of customers. 4.2 Analysis of organisational structure: The newly developed hotel is consisting of very strong organisational structure including chief executive director. whereas it also defines the responsibilities and duties of each employee in organisation. Also. The chefs are also recruited very extra care because good quality food plays vital role for increasing the rating of hotels and 8|Page . There are very limited numbers of Continental restaurants in London. Task-3 (P5 and P6): 4. operational manager. service crews. 4. Figure 3: Classification and grading by using star rating system (Ramanathan. The deputy manager also identified that different techniques are essential for preparing the continental cuisines. kitchen manager. In addition. it was identified that customer ethics and care is important to get good ratings for different operations of Xiamo Hotel. whereas key strength will be achieved by Xiamo Hotel by providing continental cuisine to their customers. administrative manager. 2013). As deputy manager.

restaurants. (Hoque. financing. (Ramanathan. sales and purchase departments are operating on the basis of customer information such as special requirements. housekeeping. whereas front office acts as communication liaison for provision of all services in hotel. 9|Page . food/beverage. 2013). The human resource department plays important role in organisation by efficiently managing important activities such as employee training. appraisal.. SWOT analysis. sales. whereas different roles and duties are performed by departments in organisation. The marketing. (Tavitiyaman et al. competitor analysis. The efficient communication is important between all these departments. PESTLE analysis. visit frequency. The success of any hotel is depending on efficiency of key organisational departments such as administrative department. The hotel also adopts the total privacy and confidentiality policy for securing the personal information of employees. maintenance. and purchase department. 2012). Task-4: 5. security. and recruitment. The reception department plays important role to welcome the guests and record all the requirements during their stay. and service innovation strategies. They are responsible for conducting the market research. Also. whereas kitchen and room porter team will be managing the supply of goods. 5. The profit can only be achieved by attracting more customers in hotel.1 Roles of different departments (P4): The organisation is incomplete without the efficient fulfilment of functions from its departments. 5. and post code of customers. controller. The hotel also manages proper records for their customers that are further used by the marketing department for promoting the services and products of their organisation. whereas marketing department plays vital role for attracting the customers. finance department. The human resource management is also responsible for managing the shift rota for employees. The front office staffs are responsible for efficiently interacting with all the departments of organisation such as HR department. corporate affiliation. marketing. 2012). banquet.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. efficient crew members will be available to serve foods. whereas they will be efficiently monitoring the performance of employees.

business..3 Improvement recommendations (D2): All the departments in Holiday Inn hotel are efficiently performing their duties and responsibilities under their well developed leadership and management framework. This report was also highlighting the importance of scope and scales defined in the hospitality industry. and food/beverage departments. All the departments must be connected with each other through strong communication mechanism. The Michelin star rating is commonly used all around the world for international ratings. but it needs to adopt the operational practices used in Holiday Inn hotel. and food and beverage department. 2014). 6. whereas British tourist board is used for national hospitality businesses. whereas major emphasis will be made for achieving the organisational objectives. finance. The hotel London will consider the example of Holiday Inn London hotel for managing the operations in departments. marketing. The majority of departments will function as normal. Conclusion: The hospitality industry plays vital role by providing efficient accommodation and food services and products to large number of customers. There are key departments that strengthen the services of Holiday Inn London such as administration. Also. whereas HR department must play important role for conveying the organisational message to all employees. market size. housekeeping. whereas role of different departments defined the actual efficiency of organisation for achieving the organisational goals and objectives. but HR department will be additionally managing the innovation of services and products in London Hotel. 2013). housekeeping department. This report was also defining the structure of organisation. front office. 10 | P a g e . and organisational structure. The Xiamo Hotel is newly developed hotel. 5. This report was analysing the hospitality industry in terms of diversification. (Ashrafi et al. This report was also highlighting different rating and grading system used in the hotel and restaurant businesses. The key scope was defined for efficient management of customers and suppliers.marketing department. front office desk. all employees must give their best efforts to perform their duties and to achieve all the objectives and aims of Xiamo Hotel. (Riley.

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