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HOSPITALITY
OPERATIONS

TableofContents
INTRODUCTION................................................................................................................................3
1.Leadership theoriesin hospitality operations.............................................................................. 3
2.Operation m anagem ent.................................................................................................................7
3.Food beveragein hotelindustry....................................................................................................7
4.Custom erserviceneeds,serviceandexpectations....................................................................... 8
CONCLUSION...................................................................................................................................11
References.......................................................................................................................................... 12
Sample Report on Hospitality Operations
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INTRODUCTION
Hospitality operations are major and an effective tool in hotel industry to
improve the management and services in hotels. A specific role of hospitality
operation manager is that plan a specific strategies and manage their team in
the direction of achieve their long term goals.
Hotel overview:
City centre hotel is a 3 star hotel at present time and hotel
will be undergoing a development project in order to upgrade it 5 star
luxurious hotel. In this scenario, operation management has responsibility to
achieve the target in hotel industry and follows the steps and effective
strategies to move in that direction as well(Anderson and Xie, 2010). Operation
manager majorly consider the several steps like manage the fund, manage
their staff members, ensure the business operates efficiently and mainly the
operation manager has the responsibility in which they ensure that customer
feels like home in their hotels. By ensuring this, management has to provide
the best services to their customers and fulfil all the requirements of their
customers.
1. Leadership theories in hospitality operations
The major objective of each and every hotel industry is that to maximize
their business at world wide area and their management also plan the different
strategies and tactics to achieve the set target goals. In general, to achieve
that type of set target the staff must be support and give full coordination in
order to reach that objectives. Operation manager has that responsibility to
encourage and motivate their staff members in the direction of achieving the
targets and ensure that employees are highly motivated and their performance
is in effective and efficient manner(Baldacchino, 1995).
To improve the performance of their employees, operational manager
makes the effective strategies and plan or provide effective training sessions to
improve their performance as well. A operational manager has the
responsibility to manage their staff and provide best services to their
customers as well. Management process mainly includes several factors like

autocratic management, participative, parental or more. Moreover, specific
theories are also used to achieve the set targets, X and Y theory, contingency
theory or system theory as well. Manager also has an effective role regarding
build a efficient culture, know the requirements and demands of the customer,
make better communication with national and international customers, using
basic needs of theory and hierarchy, Equity theory or more. These all steps are
require to achieve the set target and goals of City Centre Hotel(Bharwani and
Butt, 2012).
Maximizing the business in hotel industry, operational objectives are very
clear and effective and decided by department of operation management.
Hospitality operations include the process of implementing useful tactics in
order to achieve the long term goals and providing best services as well. This
process is mainly depend on the demand rate and requirements of the
customers. Each and every hotel industry want to earn gross profit and earn
reputation in the current market of hotel industry. City Centre wants to spread
their business at world wide and also want to improve their providing services
so that they apply different leadership styles to achieve the targets and
satisfaction.
The different leadership styles is given below:
 Autocratic leadership theory: This theory is a classical leadership
theory which is used to marked by the leaders and managers. In this case
they have no need to explain their thoughts and ideas to somebody else
they has their own point of view relate to the management as well. This
leadership style is majorly used in that situation where more control is
needed and there is little margin of errors as well. There are 3 types of
autocratic leadership like; manufacturing, construction and improvement
as well. There is very easy to approach the set target goals of the
company and has an effective impact on the progress of 5 star hotel.
There are basic topic which has to be in mind to apply the autocratic
leadership theory and these are:
1. Respect yout team staff: This is the process in which manager directs

their team mates to work with efficiently and manage the task at their
own basis and with the help of team mates as well.
2. Explain the rules: In this case the team member has to know the rules
and regulation applied by the management and what are the basic needs
of the customer, this is main factor which include in the processing of
understanding the rules of manager.
3. Be consistent: To upgrade the 5 star hotel management has to be
consistent towards the customer's needs and demands and provifing
services as well. In addition to this, it is the effective process to improve
the quality services and pr5oduction rate of the hotel management as
well.
4. Educate: This process is mainly include the process of improving the
strengths of the employees in the way of providing effective training and
seminars regarding the rules and regulations of 5 star luxurious hotel as
well.
This is the effective leadership theory to improve the quality of the
production and force their management to supply the effective services and
fulfil the all requirements of the customers. Operational manager has the
sdeveral key roles in improving the quality rate of the production and employee
as well.
 Contingency theory: This theory is majorly used to improve the
performance of organisation as well as employees. Operational manager
identifies relation of management and their employees, define the task
structure, state the power of leaders, position of the management and
organisation or more. Individual leadership style is effectively used in
hotel industry and fix the situation regarding organisational structure.
This process is used to describe the role of operational manager and each
individual who is relate to the management of the City Centre.
Contingency is applied when situations are highly favourable or
unfavourable, task orientation leaders are more effective. There is a big
challenge for hotel management to providing best services to their

customers and consistent level of quality services. Operational
management plays a vital role to achieve the set target and long term
goals of hotel industry. They also has a pressure in recruitment, selection
and training practices as well(Cetin and Dincer, 2014). Leadership style
affect the way of front-line employees to do their own job and task. In
this type of leadership theories, manager who are committed for
providing services to their customers and also relate to empowering
leadership styles. For that, they has to create an effective environment
and convey their commitment to front-line employees. This theory leads
to employees who are interested in sharing the values and roles towards
the hotel industry. This theory is states that, operational manager apply
his own leadership theory according to the situation and right conditions
as well.
This theory is majorly applicable for Front-line office, because of
different department in the hotels has their different roles and task so the
leadership theories applied accordingly. There are some important contingency
which is applied in the hotel industry and these are; Recent technology,
suppliers and distributors, customers and competitors, government or union.
This theory is states that, Management need to satisfy with their
providing services to their customer and keep the balance between internal
environment of hotel and the requirements of the consumer. Management
should concern about the applied leadership theories as well as customer's
satisfaction.
 X and Y theory: This theory simply encourage the employees and
improving the performance of each individual. To spread the business of
City Centre Hotel and increase the rate of undergoing process of
becoming luxurious 5 star hotel, this leadership theories are must be
applied to encouraging their employees and improve key skills and
knowledge. To analyse in depth of theory X and Y regarding the hotel
industry, operational manager has the effective knowledge of that theory
of leadership:

1. Theory X: Theory X is states that, mainly the employees not like their
task or role at the workplace and most of the employees threatened
before task allotment or work hard enough. In this case, manager assume
that their employee's are demotivated, dislike their role and work and
naturally disappointed as well(Devi Juwaheer, 2004). In this theory
manager assumes that workers are:
 Dislike their own work
 Need to be supervised and trained by the trainer of hotel management
 Have to be controlled, forced and threatened
 Avoid responsibility
 Not dedication towards the work
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2. Theory Y: This theory states that, In this theory managers are optimistic
and has positive opinion for their staff members. They encourage their staff
members to improve their work performance and keep best relationship
between management and team members as well. In this style of management
assumes that workers are:
 More involved in decision-making process
 Self-motivated to complete the task
 Enjoy their work at workplace
 Solve problems in creative and effective manner
Operational Manager of the hotel City Centre has the responsibilities of
managing the staff members and also manage the task which is given to
them. In the process of upgrading 5 star luxurious hotel operational manager
has the new responsibilities to maintain the staff and their tasks as well.
In this case scenario, Upgrading 3 star hotel into 5 star hotel the
operational manager has the different types of roles and responsibilities to
improve the different types of operational activities and production rate or
more. The 5 star luxurious hotel has different culture, activities, targets,
responsibilities, customer service or expectations. There are several types of
leadership styles which is important to give the boost to the hotel industry and
their performance and services as well. By examining the process of manager's
commitment to service quality into high service qualities in which including the
employee's commitment to serving their customers. These leadership styles
mainly based on the behaviour of employee's and their providing services to
their customers as well. Leadership styles mainly used to influence the
employees and encouraging them towards their work, many of the operational
manager use the leadership styles to achieve and accomplish the target goals.
Mainly a leader's style varies according to the needs and demands, education,
environment, personality, training and personal philosophy as well(DiPietro and
Wang, 2010).
 In the process of up gradation from 3 star luxurious hotel to 5 star
luxurious hotel, Operational manager has more responsibilities in the way

of set target market and building up the culture of customer services,
Know the requirements of the customer like what type of quality services
they want from the management. Moreover, setting the expectations of
the customer or more.
 In the case of improving the quality services and production rate
management has follows the several theories and hierarchy to achieve
the target goals and has an effective impact on the brand value of the
hotel industry as well. Hotel operations management program offers to
improve the business skills and knowledge regarding the areas like front
line management, housekeeping operations, food beverage management
or human resource planning as well.
In 5 star luxurious hotel, operational services are change in compare with 3
star luxurious hotel and these type of services are based on the customer's
requirements and demands.
 Regular inspection of hotel by chief manager
 Annual strategic business plan formation
 Continuous evaluation of personnel performance of each individual and
management as well
 Measure all area of profitability and improve the performance
 Detailed program formation
 Maintenance assistance including guidance
2.Operation management
Program description: Operational management include various
functions to improve the quality services of City Centre Hotel. Furthermore, this
program is focuses on the service quality and improvement of the production
rate as well. In this program the hospitality services includes the factors like;
Catering, customer service, event planning, food service, hotel operations,
marketing, regional tourism and more( Harrington and Ottenbacher, 2011).
Hotel management majorly need to develop the marketing mix theory to
deliver the strategies in the current market of hotel industry. Marketing mix

includes 4P's method in which it consist product, price, promotion and place.
1. Product: In the up gradation of 5 star hotel, product and raw material
selection is must to maintain the market reputation and brand value of
the City Centre Hotel. In addition to this, hotel must provide the best food
product to their customer and use effective quality in the product
selection. Taste of the food and quality of the food both are the major
factor to be considered by the operational manager and plan the
strategies accordingly.
2. Price: Customer's know that the price rate in 5 star luxurious hotel is
quite high in compare with the 3 star hotels but still customer want the
reduction in high prices. In that particular case, management has to plan
the strategies to reduce the high prices and impress their customer
towards their providing services(Kusluvan, Ilhan and Buyruk, 2010).
3. Promotion: Promotion of the services and excellency of their quality
improve the business growth of the City Centre Hotel. In the process of
promoting the business management follows the steps like advertising in
magazines, sponsor specific events and state and fulfil the need of
customers.
4. Place: This process has a particular aim to provide the excellent
environment to their customer, arrange the entertainment programs,
manage outdoor seating on green and provide friendly environment to
their customers(Lashley and McGoldrick, 1994).
3.Food beverage in hotel industry
In today's high demand and requirements from hotels and providing best
serviuce for the same is the big challenge for operation manager. There are 5
types of customer process and it includes different services provided by the
management like; service at laid cover, self service, service at a single point,
service depend on the particular situation, part serive. On the basis of 5 star
hotels and their services, management has to plan the strategies accordingly.

Foods and beverage service in 5 star hotel mainly classified in the way of how
to serve the food and it includes the process of preparing, presenting and
serving the food. In addition to this, it is the process wqhich include the
effective planning and strategies to improve the providing services of hotels.
This department is majorly responsible for maintainning the high quality
services of the food and service, manage the cost rate, managing the
restaurant which is relate to that hotel(Nebel, Braunlich and Zhang, 1994).
Operational manager is responsible for overall operations related to the
several departments like food and beverage, cost rate, stock or more. In
addition to this, operational manager has the responsibility to manage their
work with their team members and plan the effective strategies to improve
their performance as well. Operational manager has the responsibility to make
the decision which is efficient for all the employees and affect the business in
positive way. Operational manager in the hotel industry are like to work with
efficiency and with the service members, bartenders, host staffs, kitchen staff,
dishwashing team or more.
Operational manager like to work with the customer's needs and
requirements. This position of the operational manager requires to deal with
the demand of the customer's, handle the complaints of guests and work with
several department as well.
Operational manager also handles the business operation in an effective
manner and approach. In this case, manager will responsible for the overall
business functions of 5 star hotel and management. These task is include
ordering functions, financial planning, supervising employees and direct them.
4.Customer service needs, service and expectations
In the luxurious 5 star hotels customer's needs and demands and high
customer satisfaction starts with understanding the customer's expectations
and their interest as well. Operational manager has to know the needs and
requirements of the customer like what actually they want from them and what
type of services they expected from them. To achieve that type of expectations
industry wants the feedback from the customer which include the providing

services are met the expectations of the customer or not. Customer do not
want to pay high price on the same quality of product which is available in
other hotels with the same quality same material and same test as well. For
that reason, their interest towards the luxurious hotel is decreased day by day.
Operational manager has to plan the strategies that their customer stay with
them for long time and take the services which provided by them(P. Crick, and
Spencer, 2011).
 Needs of the customer: Customer's needs are mainly based on their
interest and budget as well. They actually wants the perfect quality and
services from the hotel industry. In addition to this, operational manager
has the responsibility to fulfil the requirements of the customers and
make the strategies to achieve that one. Maslow's hierarchy is the best
way to achieve the set target goals in hospitality operations and it mainly
includes the process of motivate the employees and providing effective
environment so that they can work efficiently and improve the
performance as well(Pegg, Patterson and Gariddo, 2012). Operational
manager mainly deals with the need of customers and their requirements
as well. Maslow sites the 5 basic needs of each individual and these are:
1. Physiological
2. Safety
3. Love and belonging
4. Esteem and self-actualization
 Operational manager should realize the needs of the customers and
improve the quality services accoding to the demand of the customers.
They should realise the needs and requirements of the customer and
provide the related service to their regular and irregular customers.
Physiological need is mainly consist those customer's need who has no
enough money, in this case operational manager has the responsibility to
provide the best quality food and service to them at low price so that
customer can afford the luxurious food and services(Teare, 1996).
 The need of love and belonging is majorly refer to the customers needs

and demands and these are accepted by the other people and groups.
This process is include the factor that operational manager must respect
the demand of the customers and bring the respect fore their customers.
Operational manager has the responsibility to make the effective
environment in hotel so that their customer feels friendly with their staff
and make the effective friendly environment(Xu, 2010).
CONCLUSION
As per the above study regarding the hospitality operation it is concluded
that each and every hotel which turns into 5 or 7 star luxurious hotel, has the
effective value of operation management. In addition to this, it is most
important process to implementing the effective results for that particular hotel
and improve the quality rate and production rate of hotel. Moreover, it also
concluded that leadership styles are most important to achieve the set target
of the City Centre Hotel and different department has the different needs and
to fulfil that needs management plan the strategies accordingly.
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REFERENCES
Books and Journals
Anderson, C.K. and Xie, X., 2010. Improving hospitality industry sales: Twenty-
five years of revenue management. Cornell Hospitality Quarterly. 51(1).
pp.53-67.
Baldacchino, G., 1995. Total quality management in a luxury hotel: a critique of
practice. International Journal of hospitality management. 14(1). pp.67-78.
Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality industry:
an HR perspective. Worldwide Hospitality and Tourism Themes. 4(2).
pp.150-162.
Cetin, G. and Dincer, F.I., 2014. Influence of customer experience on loyalty and
word-of-mouth in hospitality operations. Anatolia. 25(2). pp.181-194.
Devi Juwaheer, T., 2004. Exploring international tourists' perceptions of hotel
operations by using a modified SERVQUAL approach–a case study of
Mauritius. Managing Service Quality: An International Journal. 14(5).
pp.350-364.
DiPietro, R.B. and Wang, Y., 2010. Key issues for ICT applications: impacts and
implications for hospitality operations. Worldwide Hospitality and Tourism
Themes. 2(1). pp.49-67.
Griffin, R.K., Shea, L. and Weaver, P., 1997. How business travelers discriminate
between mid-priced and luxury hotels: An analysis using a longitudinal
sample. Journal of Hospitality & Leisure Marketing. 4(2). pp.63-75.
J. Harrington, R. and C. Ottenbacher, M., 2011. Strategic management: An
analysis of its representation and focus in recent hospitality
research. International Journal of Contemporary Hospitality
Management. 23(4). pp.439-462.
Kusluvan, S., Kusluvan, Z., Ilhan, I. and Buyruk, L., 2010. The human dimension:
A review of human resources management issues in the tourism and
hospitality industry. Cornell Hospitality Quarterly. 51(2). pp.171-214.

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