High Staff Turnover In The Hospitality Industry

High Staff Turnover in the Hospitality Industry
| 2011 | | Critical Issues 2011
Sabrina
|
[High Staff Turnover in the Hospitality Industry – Is there a Solution?] | People Products and
Performance within the Hospitality Industry |
CRITICAL ISSUES in HOSPITALITY
Article Front Cover Sheet
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Author Name: Sabrina
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Theme Selected: People Products and Performance within the Hospitality Industry
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Paper Title: High Staff Turnover in the UK Hospitality Industry – Is There a Solution?
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Abstract: The aim of this article is to explore one of the biggest issues and ... Show more content on
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They continue to use resources to hire more people, but fail to put many of these resources toward
minimising or eliminating turnover in the hourly employee and management ranks (DiPietro 2007).
The cost of turnover is great given the financial expenses of recruiting, training and retaining
employees. Furthermore, the emotional cost manifested by stress in the workplace for existing
employees, supervisors and customers can have negative effects on the working environment
(Hinkin and Tracey 2000). It is widely known across the globe that the general requirements for
hospitality job roles require little skill and little proficiency in speaking the native language. As a
result, training is often spent on new employees which are often an international migration of
workers (Miller 2010).
Not only does this take more than the usual amount of training time it can effectively lead to poor
levels of service quality that can have devastating effects on the company's image and reputation:
There is a high level of interaction between hospitality guests and employees that has a significant
impact on the customer experience and the success of the business operation. Therefore a fine
balance must be drawn between cost controls and guest satisfaction (Wang 2009).
Possible Solutions

Possible short term solutions and external motivational factors include wage increases to encourage
employees to
... Get more on HelpWriting.net ...

Advantages And Disadvantages Of Working In The Hospitality...
Contents
Introduction 2
Results 3
Discussion 6
Introduction
This report will provide a qualitative data analysis about the focus group on hospitality and tourism
management education. The conducted analysis will provide insight into the setting of the problem;
this report covers 3 perspectives of the topic which are:
The perspective of education and work experience
The advantages and disadvantages of working in hospitality and tourism management.
The positive and negative statements about hospitality and tourism management
The report will give an understanding of all the participants' thoughts and opinions and the reasons
and also motivation behind such ones. Results
All the perspectives come together as a whole the main issues ... Show more content on
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That is why they want more internships, because working in the environment of Hospitality and
Tourism, students can practice their languages. So the SBO schools needs to give the students more
opportunities for internships and also give them more practical assignments to do at school.
The school is not providing enough information early before they make a decision. The students will
get the information when they are about to make the decision. The students also don't get detailed
information about the study itself, what are future job possibilities, what are the skills and
knowledge expected and about the entry levels jobs. There are a lot of students that heard that
Hospitality and Tourism is only about kitchen, restaurants and hotels. These are the reasons that
keep VSBO students away from this study.
Students has to know more information about the study, why in the beginning it is all about the
kitchen, what influence that job can have for the student in the future. It is likely that VSBO students
don't go on the internet by themselves and do all the research about that particular study. So there
should be detailed information about the studies in "beroepenmarkt" and also in VSBO schools. This
study should attract more VSBO student when correct and enough information is

Contemporary Hospitality Industry
|
The Contemporary Hospitality Industry | The Contemporary Hospitality Industry (Task 2.1) | | | |
Lam Leung Man David | 1/14/2013 | |
Contents Abstract 2 Acknowledgment 3 In relation to the current skills gaps, assess the staffing
requirements of operational level of the Food and Beverage departments of different hospitality
industries (2.1) 4 Skills Gap 4 An example of a JOB DESCRIPTION 4 Analysing the job
description 5 Are there skills gap in the Mauritian hospitality? 5 Staffing 5 Importance of staffing 5
Staffing in the Food and Beverage department 6 Staffing in the kitchen 7 Staffing for restaurant
front of house 7 The Procedures 8 2.5"The hospitality industry has failed to retain ... Show more
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On the other hand, this job description is too bulky and can discourage the candidate to accept the
job offer as it appears to have much work to complete for only one employee.
There are some changes to be brought to the job description but there are also some good factors to
maintain.
Are there skills gap in the Mauritian hospitality?
Some of the employees do have their academic qualifications in hand, a degree for example,
therefore they already have a basic knowledge and it is easier for them to learn and absorb the
maximum information because their capacity of learning has increase during their apprenticeship.
On the other hand, they do miss some resources such as the experience and this is one of the main
capabilities that a company will require a candidate to have. Some companies sometimes directly
refuse to recruit someone who does not have experience even if the latter holds a degree.
Staffing
Staffing is "the selection and training of individuals for specific job functions, and charging them
with the associated responsibilities." (Business Dictionary, 2012)
Importance of staffing
Some of the

Case Study On Hospitality Industry
STUDY ON HOTELS AND HOSPITALITY INDUSTRY
TAPASREE BHATTACHARJEE
13BSP0867
Background –
The Indian hospitality industry has emerged as one of the key industries driving growth of the
services sector in India. The hotels and hospitality sector is a broad group among the service
industry which includes lodging, event planning, theme parks, transportation, cruise line. The
hospitality industry is a billion dollar business which depends on the accessibility of leisure time and
disposable income. A hospitality unit such as a restaurant, hotel, and an amusement park consists of
multiple groups. For example facility maintenance, direct operations which include servers,
housekeepers, porters, kitchen workers, bartenders, management, marketing, and human resources.
Usage rate, or its inverse "vacancy rate", is a significant variable for the industry. This led to
expansion of services with the aim to augment usage rate provided by hotel consolidators.
Information about required or offered products is brokered on business networks used by ... Show
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The downgrading of the Indian rupee against the dollar is of immense anxiety to almost every
industrial and service sector in the Indian economy. However, India's current economic woes are
good news bulletin for visitors. Whether it is foreign tourist arrivals or domestic tourism, India's
tourism industry is experiencing a real bang. The intensifying value of the dollar against the rupee
has made quite a shock on the foreign travel plans of many Indian holidaymakers, prompting them
to toggle to cheaper destinations to make their depreciated currency go further. As a result, domestic
destinations like Goa and Agra are witnessing increasing interest. Anticipating an inbound travel
upswing during the winter season, tourism stakeholders nationwide are excited about the prospects
of a robust tourism

The Industries Of The Hospitality Industry
Professional Plan
Alexi Kondratuk
Comm. 115
Ms. Neal
July 16, 2015
Abstract
This research papers describes the various Industries of the hospitality industry. The three I discuss
are Food service managers, Lodging managers, and Chefs and Head Cooks. The vibrant and rapidly
growing industry has highly demanded positions across the world. The various tasks and
responsibilities of each career field are detailed. Information regarding the salary and projected
growth rates of these individual careers is listed. I discuss why a certain career worked for me and
the how it will benefit me in my lifelong learning experience. After reading, this may influence you
to possibly consider a career in hospitality management. ... Show more content on Helpwriting.net ...
Restaurant managers have the task of choosing a team that functions as a working unit. They must
be fluent with product and labor costs. Knowing restaurant demographics aids in reduction product
loss and waste. Managers must listen to their employees and establish a mutual respect. There is also
the need to be technology savvy, and stay current with market trends. Based on the wage
information for food service managers, it does not deter me from pursuing this career field. Based
on data, the higher your degree the more likely you are to have a higher salary (O*NET, 2015). I am
planning on obtaining a bachelor's degree in hospitality management in order to obtain this higher
salary, and work in a more reputable business. I love to entertain people, and see people have a good
time. I know being a Food service manager I can work somewhere where my purpose is to provide
people with a pleasurable experience. I want to have a career that does not feel like work, rather a
lifelong passion. In order to be a successful Food service manager you need to have continuous
training. Staying current on what types of food and drink products are marketable. Knowing how to
listen and effectively communicate with your customers aids in sales. Managers must also stay
ServSafe certified and up to date on OSHA rules and regulations. I believe this would be the perfect
career for me after I graduate. I have a passion for great food and entertaining people. Staying
current in food

Emerging Industry Practices in Hospitality Operations
EMERGING INDUSTRY PRACTICES IN HOSPITALITY OPERATIONS
Dr. Kshitiz Sharma,
Email i.d.– sharmak23@gmail.com
ABSTRACT
Hospitality business is in transition stage, shaping itself better, less expensive, more user and
environment friendly and ethical in approach. It's good for all of them who believe tourism and
hospitality a sustainable product. The present study is on emerging trends in operational areas of
hospitality and hotels particularly. The scope of the present study is limited to the information
available in published media, and internet. The technology has been instrumental in bringing about
those changes in hospitality functioning and the way we do business. New concepts with the help of
technology like Allergy Free ... Show more content on Helpwriting.net ...
The following accepting these concepts are:
COMBITHERM–
The newest CombiOven is a unique example of art and technology in cooking. This project is
finding place in hotel kitchen which features a simple, picture based control panel that commands all
the oven functions. It can access upto 250 of user receipes that are identified by users own uploaded
pictures. The combitherm with Combitouch comes standard with more than 100 programmed
recipes and photos, covering most commonly prepared food items. Manual cooking by time and
temperature also are easily done with the Combitouch control.
It has updated versions of award winning Combitherm includes GOLD–n–BrownTM allowing to
choose from six precise and consistent browning levels an on–board diagnostic message are
displayed at the touch screen.
ENVIRONMENT FRIENDLINESS
Safety and quality apart most hotels are striving to be eco–friendly in their choice of equipments
too. Most hotels are shifting to equipments that minimize consumption of natural resources like
energy and minimize their impact on environment by being ctc free and causing less air pollution,
noise and heat pollution. In many a branded hotels latest environment friendly non ODS (ozone

depleting substances) refrigeration system, equipments which are based upon HFC–134A
(hydrofluro carbon).
Energy friendly product list:
DRY WALLS:
Drywalls offers a robust alternative to conventional construction methods and delivers superior

A Short Note On Business Affairs And Hospitality Industry
A subcategory in the hospitality industry, the hotel industry provides a safe and comfortable shelter
for people traveling away from home through accommodations, tourism, recreation, and food
services. Whether for business affairs or family vacations, people will be able to find in the hotel
industry their specific needs as the industry ranges from economical to luxurious standards to meet
consumers' desire of a "home away from home." Since a hotel is a large operation to run, many roles
are involved in order to insure that the hotel meets standards and customer satisfaction. Sectors of
the hotel industry include management, sales and marketing, maintenance, food and beverage,
accounting, security, and human resources. Companies with the most notable reputation and
collection of hotel brands in the industry are Starwood Hotels and Resorts Worldwide, Hilton Hotels
and Resorts, and Marriott International. With approximately 187,000 hotels in the world and 17.5
million guest rooms offered in the world, companies must adhere to laws. However, with many
sectors to manage, the top legal issues that arise in the hotel industry involve wage discrimination,
liquor liability, and hotel management termination agreements.
Legal Issue #1: Wage Discrimination The hospitality industry is one of America's largest employers
where it "currently supports 15.05 million employees – the highest level since 2009" (Mergent, 10).
With such a high employment rate, companies work to expand

Career Goals For The Hospitality Industry
Five years ago was when I knew I wanted to work within the hospitality industry. This was the time
in my life where I came to the realization that this fun and entertaining industry was a place where I
could develop a career. Every since this time in my life I have been creating goals for my career and
steps to achieve these goals. One of these steps to achieving a successful career includes attending a
university to study hospitality. This step has brought me to this point, where I am creating goals
specifically for this course. I believe creating these goals will put me in a position to better succeed.
I know being successful in this course is important because the information taught will help me in
achieving my career goals.
Through travel and hospitality related experiences in my life I have created two major goals for my
career. My first trip to Las Vegas was the time when my first major career goal was established. By
walking through each hotel I could easily see that each place had a different style and way of
operating. Observing these examples allowed me to determine which hotel/resort or company would
be the best to work for. MGM's Aria Resort and Casino has always stuck out to me as a well–
running, high class establishment; the workers are professional, but friendly and the atmosphere is
comforting while keeping up with the modern times. With this said, one of my goals is to be
employed by the Aria. Although, knowing how competitive this industry can be, I would

Impact Of Internationalization In Hospitality Industry
Essay
Group 2, Hasan Utkarsh
Summited to– Ms Saroni Sarkar
Topic– Internationalization in Hospitality Industry Tourism
Major Points in essay.
Introduction to Hospitality –Strategies of internationalization in industry– Organizational Strategies
for a Global Economy –Issues & impacts of internationalization to industry–Conclusion.
 A Brief Introduction To Hospitality Industry
 A brief introduction to hospitality industry can be given as, A service industry which includes
many other industries in it like hotels, restaurants, lodges, resorts, tourism, etc. It also includes
services like medical services and advisory service. This is a broadly profitable industry, spread all
around the world and the profit in this industry is not steady at all, in compression to manufacturing
industries. The hospitality industries ... Show more content on Helpwriting.net ...
 The aspects of Internationalization are very easy to identify, if the basic needs of current and
future trends of market are kept in mind, this can be analysed and revelled by a reshaping a number
of issues in the Internationalization of hospitality industry. Still in today's time there are some are
very multifaceted question that needs to clear and resolved such as follows; o International spread
out with general product and brand position. o Organizational structures to tolerate delivery of
services with local operational. o Train cross–border employee to support operations. o Using the
world capital markets to source funding. o To create positive impacts of Internationalization on the
hospitality industry.
 A positive impact can be created by the following;
 Exposure to different cultures
 Larger Market
 Boosts the economy
 Technology

Intro of Hospitality Industry
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Wikipedia is getting a new lookHelp us find bugs and complete user interface translations
[pic]Hospitality
From Wikipedia, the free encyclopedia
Jump to: navigation, search
For other uses, see Hospitality (disambiguation). This article is about the definition of hospitality.
For academic study of hotel management, see Hospitality management studies and Hospitality
industry.
|[pic] |This article's tone or style may not be appropriate for Wikipedia. Specific concerns may be
found on the talk page. See|
| |Wikipedia's guide to writing better articles for suggestions. (December 2007) |
Hospitality is the relationship between a guest and a hosts, or the act or ... Show more content on
Helpwriting.net ...
However, it still involves showing respect for one's guests, providing for their needs, and treating
them as equals. Cultures and subcultures vary in the extent to which one is expected to show
hospitality to strangers, as opposed to personal friends or members of one's in–group.
The hospitality service industry includes hotels, casinos, and resorts, which offer comfort and
guidance to strangers, but only as part of a business relationship. The terms hospital, hospice, and
hostel also derive from "hospitality," and these institutions preserve more of the connotation of
personal care.
Hospitality ethics is a discipline that studies this usage of hospitality.
In the western context, with its dynamic tension between Athens and Jerusalem, two phases can be
distinguished with a very progressive transition: a hospitality based on an individually felt sense of
duty, and one based on "official" institutions for organized but anonymous social services: special
places for particular types of "strangers" such as the poor, orphan(s), ill, alien, criminal, etc. Perhaps
this progressive institutionalization can be aligned to the transition between Middle Ages and
Renaissance (Ivan Illich, The Rivers North of the Future). An example of Hospitality would be "I'm
going to get you a pillow and make you feel real good." This is showing the guest hospitality
[edit] Hospitality around the world

[edit] Biblical and Middle

Essay On Hospitality Service Industry
GROWTH OF HOSPITALITY SERVICE INDUSTRY
The rate of growth refers to the degree of growth opportunities in the market area. The hospitality
industry rate of growth was measure on five dimensions such as rate of growth in industry sales, rate
of growth new hospitality service sector and so on (Khairil Wahidin Awan, 2008).
The hospitality service industry for globalization has been increase rapidly. These situations happen
because there are lot of potential to national. Most of the growth of hospitality service industry
depends on opportunity to develop in the market. The growth of hospitality service industry will
being one of business trend nowadays because can obtain more profit or revenue. This situation also
will be follow by movement of time. The demand of this service in the market being increase from
time to time. The society nowadays needs the hospitality service industry to fulfil needs and wants.
So, the growth of the hospitality service industry always increase even it small business. Others than
that, this hospitality industry have being focus to others country to develop growth economic.
Based on figure above, it can show that the hospitality ... Show more content on Helpwriting.net ...
It is such as human experience, leadership, managerial skills and owner capabilities (E. w nyoike,
2014). These factors include human resource or human capital. The term of this factor is the human
that functions on a higher level and has the ability to create new method and idea in the market. For
example, the person how has experience, good skill and capabilities will use this strength to open or
operating the hospitality service industry. This factor will be important key to starting the hospitality
industry in the market. Others example, the person who those has the education about hospitality
will take this opportunity to open the hospitality service industry. It is indirectly will increase the
growth of hospitality service industry in

Ict & E-Commerce for Hospitality Industry
ICT & E–COMMERCE FOR HOSPITALITY
Module : ICT 106
Institute : Ealing Hammersmith and West London College
Submitted by : Jabedur Rahman (ID: 765453)
Submitted to : Mr. David Preston
Submission Date : 1 March 2011
Contents
* Executive Summary
* Introduction
* Discussion A. ►The application systems used by Marriott Forest of Arden,
And The principal technologies used in its operation
B. ►The management information systems used by the hotel
And their roles in both the identification and delivery of business.
C. ►How modern trends might effect the technology.
With Supporting arguments. * Conclusion
* References
Executive Summary
The discussion of the report ... Show more content on Helpwriting.net ...
Moreover, ICT is used for the inventory reception, management and proper distribution. When the
necessary raw materials come from the suppliers it requires proper control and management system.
Computer plays an important role for the management and distribution to manufacturing where
necessary.
In operation, to transform the input or raw materials to output there are also several ICT are used.
For example in the kitchen there are different machines for heating, cooling, cooking, measuring,

cutting etc. There are so many kitchen appliances that highly technology based like blender, digital
cooker, microwaves oven, toaster, freezer, dishwasher, glass washer, coffee machine, digital hobs,
ice makers etc..These kind of suppleness facilitate and accelerate the performance and accuracy.
Marriott use a distinctive operating system for its front desk. It provides a competitive advantage to
the hotel. This operating system helps express check in and registration. Use of electronic key card
instead of general door keys has given extra security and flexibility for the hotel guest and their own
possessions. It is impossible to operate a big hotel like Marriott with no computerized guest
accounting and guest data utilizing.
For the sales and marketing the information technology plays an important role. Recently, Forest of
Arden hotel has started using automated checkout system. It is quick and

The Five Gaps Of Customer Service In The Hospitality Industry
Customer service is very important element in hospitality industry. A good restaurant or a good hotel
always have an excellent service first. Hotels and restaurants put added value in their products and
service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday
gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers'
experience but customers still don't like their service. So, what's happening? Hotels gave service and
improved service are not customers needed or most needed. That's the gap between you and your
customer. "You know your hotel inside out, but do you ever see it through your guests' eyes? In
many cases, there is a disconnect between what hoteliers think ... Show more content on
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Gap 1: Consumer expectation vs. management perception gap. This gap is manager group doesn't
even know what are customer needed. They should read customers complains and change their
service. Gap 2 Management perception vs service quality specification gap. Sometimes manager
know they have problems and mistakes when they serve their guests. But they don't change it may
because they don't have a good manager team. Gap 3: Service quality specifications vs service
delivery gap. Managers may know what guests need and they changed their service better. But when
employees deliver service that still cannot be perfect. People made mistakes and managers should
train their employee avoid mistakes. Gap 4: Service delivery vs external communications gap. Hotel
give excellent image to customers. But when they deliver their service customers don't feel same as
their expectation. Gap 5: expected service vs perceived service gap. This one is the gap that include
all other 4 gaps. When managers and employees bridging the gaps and it can help them deliver
better service and products. Made more added value in their

Essay On Hospitality Industry
NTCC
TOPIC– ADMINISTRATIVE DEPARTMENT IN HOSPITALITY INDUSTRY.
INTRODUCTION
The hospitality industry and the tourism industry are the main reason or the key drivers for the
growth of service industry in India. Hospitality industry in India is really growing at a fast pace. It is
considered as one of the profitable industry.
According to the data given by Indian Commission, this industry is the second one to offer
employment to people all over country.
CHARECTERSTICS OF THIS INDUSTRY–
a) High seasonality–
The hotel industry in India is dependent on season. As in may to July there is high tourist visit
compared to july to October. The best period of tourist visit is October to april.
b) Labor intensive– Manpower is the main thing in this industry. Quality and quantity matters in this
... Show more content on Helpwriting.net ...
Kusluvan (2003) in his study on "Managing employee attitudes and behaviors in the tourism and
hospitality Industry" advices–
Employees are one of the most, if not most important resources or assets for tourism and hospitality
organizations in their endeavor to provide excellent service, meet and exceed consumer
expectations, achieve competitive advantage and exceptional organizational performance.
Compared to other industries the hospitality industry needs more human force.
In hospitality industry the job for HR manager can be also named as Conductor also. Here the
manger has to advice, instruct, and direct the workers and employees including the musicians to do
well as per the standards. Before doing anything else the manger should change his employees to a
competent workers how know there job very well.
No other industry has so close contact with the customers. Thus the human resource management
should be up to date and up to

The Globalization Of The Hospitality Industry
Hospitality
The hospitality industry in the United States is one of the fastest growing branches of the market
economy. The high growth rates of the hotel industry are caused not only by the growth of internal
and external economic ties between countries, but also by the growth of foreign tourism. The
modern hotel business in the US is a powerful industry, in the full sense of the word. The entire
American hotel industry, in the first place, is designed for the domestic tourism market. For
example, in Chicago for a year there are 33 million tourists, and only 2 million of them are
foreigners.
Hotel marketing and the competitiveness of the United States. The globalization and concentration
of the hotel business are manifested in the creation of large corporations and hotel chains. The main
trends in the development of the hotel business in the US are several factors. Development of the
democratization of the hotel industry, which contributes to increasing the availability of hotel
services for the mass consumers. A narrower specialization of the hotel business, which allows
people more clearly focus on certain segments of consumers, taking into account various
characteristics. Globalization and concentration of the hotel business, the creation of entertainment
cities such as Las Vegas. Personification of service and full concentration on the needs of customers.
Broad introduction of new communication and information technologies, allowing for deep and
systematic economic

What Are The Three Pillars Of Sustainability In The...
All the ins and outs of Sustainability in the hospitality industry
A lot of hospitality companies are willing to be sustainable, but what is the meaning of sustainability
and what are the benefits. Is the hospitality doing this for the environment and saving the world or is
that just something they say, another term for this is Greenwashing. Sustainability is a big concept,
but how can we improve this and control it. Companies can get a lot of different labels to be
sustainable and there is a trend in eco–labelling, so what is the underlying thought of this all. And
how far will a company go for a good and honest environment? If we want to make the world a
better place, there has to be a change in the whole environment related to sustainability. ... Show
Eco–labels are basically a brand placed on a product, service or organization. The basic goal is to
allow the consumer to choose the service and the company they think is environmentally
recognized. Every hotel can earn eco–labels if they willing to be sustainable. The Global Eco–
labelling Network statement (2013) Eco–labels control the environment performance, this will be
specialized in the following areas: Land, Energy and water, Technical equipment, F&B, Cleaning
supplies and furnishing. If a hotel qualifies all required benchmarks above, then they can earn an

Hotel and Hospitality Industry
Credit value: 5
DR AF
Most people have experienced the hospitality industry. The industry is vast, and constantly changing
to meet customer expectations. It is also a very diverse industry, ranging from stays in a five–star
hotel to meals in a fast–food outlet.
In these first two units, you will develop your knowledge and understanding of this exciting and
fast–moving industry. You first consider the different types of businesses in hospitality industry at
national and local levels. You will explore the types of hospitality jobs, and the skills needed to work
in the industry. You will then go on to look at the products and services offered in different
hospitality settings, and how other businesses, such as those in the travel sector, ... Show more
spitality industry to the UK economy Assessment activity 1, page xx
of different job roles in the commercial sector and different job roles in the catering service sector
Assessment activity 2, page xx
Unit 1 and Unit 2 Exploring the hospitality industry
Unit 2 Products, Services and Support in the Hospitality Industry
To achieve a pass grade the evidence must show that you are able to:
P1 identify products and services available
To achieve a merit grade the evidence must show that, in addition to the pass criteria, you are able
to:
M1 explain which products and services are
To achieve a distinction grade the evidence must show that, in addition to the pass and merit criteria,
you are able to:
D1 analyse the differences between
to customers for different hospitality businesses in their locality Assessment activity 3, page xx
P2 explain examples of support other
offered in hospitality businesses Assessment activity 3, page xx

M2 explain how different hospitality
the products and services offered in different hospitality businesses Assessment activity 3, page xx
D2 analyse how support given by other
industries provide for the hospitality industry Assessment activity 4, page xx
businesses are supported by other industries Assessment activity 4, page xx
industries to hospitality businesses could be improved Assessment activity 4, page xx
How you will be assessed
DR AF
Tanya, 15–year–old learner
Marketing Chapter.indd 3
To

Features Of Hospitality Industry
Table of Contents 1.0 Introduction.......................................................................... 1.1 Importance of
Hospitality Industry........................................ 2.0 Background of Mövenpick Hotels &
Resorts....................... 2.1 Features of business in Hospitality industry......................... 2.2
Characteristics of Hotel Grading System.............................. 3.0 Success of Hospitality
business.......................................... 4.0 Tourism Industry..................................................................
4.1 Importance of Tourism Industry............................................ 5.0 Demand of
Tourism............................................................. 5.1 Growth of Emerging
Tourism............................................... 6.0 Importance of Tourism components.................................
6.1 Transportation..................................................................... 6.2
Accommodation................................................................... 6.3 Attractions and
Events........................................................ 7.0 Definition of Tourist and
Tourism...................................... ... Show more content on Helpwriting.net ...
Attraction means anything that creates a desire in any person to travel in a specific tourist
destination or attraction. Local is another basic component of tourism. The locale may be used to
include the holiday destination and what it offers to the tourist. The holiday destination may offer
natural attractions. It is considered as the most important basic component of tourism. Fashion is an
important factor in the demand for various tourist attractions and amenities. The tourist who visits a
particular place for its natural beauty may decide to visit some other attractions due to a change in
fashion. The principle of attraction is to establish the need for the attraction in a particular location
to invite more footfall. It may be a huge theme park, a museum, a gallery, a heritage building, an
educational center etc. Many countries see the need to have one or more visitor attraction in the area
to widen their appeal and attract huge potential tourist 7.0 Definition of Tourist and Tourism Tourist
Tourist can be defined as a person, who makes a tour away from home for leisure, business or other
purposes for more than one day but less than a year. Based on their various needs and reasons for
traveling, tourists are classified in the following categories: _Incentive tourists _Health or medical
tourist _ Business

Human Capital Of Tourism And Hospitality Industry
Introduction These three logs will discuss three parts and every part will connect with a news. First
one will be the important of customer service and added value. There are 5 gaps during delivering
service. Bridging each other is very important for delivering good service and added value. Second
part is human capital of tourism and hospitality industry. Tourism and hospitality industry has high
employee turnover and many companies have employee shortage. Hire well trained and experienced
employee is so difficult. So, company must give intrinsic and extrinsic rewards to employees to keep
them. They also can corporate with secondary schools and help schools educate students who want
to work in tourism and hospitality industry. Third part ... Show more content on Helpwriting.net ...
Nowadays technology is developing people don't use old ways to give their feedback. May still
some gusts write complain card and put into box of your hotel. But most customer like to write their
comments and complains through internet. So, we always see hotel manager reply customers'
complains on TripAdvisor and Booking.com. Compare to traditional way, write on internet is easier
let more people to read. So, managers should try their best to collect complains and make sure they
improved their team and bring better service. There are five gaps in hotel management and these
five gaps effect managers and their employees deliver service. Gap 1: Consumer expectation vs.
management perception gap. This gap is manager group doesn't even know what are customer
needed. They should read customers complains and change their service. Gap 2 Management
perception vs service quality specification gap. Sometimes manager know they have problems and
mistakes when they serve their guests. But they don't change it may because they don't have a good
manager team. Gap 3: Service quality specifications vs service delivery gap. Managers may know
what guests need and they changed their service better. But when employees deliver service that still
cannot be perfect. People made mistakes and managers should train their employee avoid mistakes.
Gap 4: Service delivery vs external communications gap. Hotel give excellent image to customers.
But when they deliver

Transformational Leadership And Guest Satisfaction Ratings...
Introduction The following study was selected for summary based on the subject matter. Leadership
in any industry has been an object of study for centuries. As the name implies, transformational
leadership is a leadership style in which the leader attempts to better understand the goals of the
followers and inspires a transformation geared towards achieving those goals. In the book
Leadership: Theory and Practice, Northouse explains that transformational leadership is "An
encompassing approach, [that] can be used to describe a wide range of leadership, from very
specific attempts to influence followers on a one–to–one level, to very broad attempts to influence
whole organizations and even entire cultures" (2013, p.186). This study was designed to determine if
there is a relationship between transformational leadership and guest satisfaction ratings within the
hospitality industry. The hospitality industry as whole is geared towards providing quality and
satisfactory service. Establishing the role of transformational leadership in providing such service
could prove beneficial in the way that managers in the industry are trained and their methods of
leading.
Discussion
Padron's dissertation Transformational Leadership of Hotel General Managers and Guest
Satisfaction Ratings: A Correlational Study, was obtained through the ProQuest Digital Dissertation
and Thesis Database. The research questions addressed include; to what degree does
transformational leadership of a hotel GM

The Hospitality Industry 's Employment Base Essay
Hospitality jobs, which include hotel jobs, resort jobs, restaurant jobs and other food service jobs,
require constant positive interaction between individual employees and guests in order to establish a
connection that will keep the business thriving (Wang, Y. (2010). New trends in management have
swept through the international hospitality industry in recent years and some have left without a
trace while others have shown more staying power. Whether it be total quality management,
employee empowerment, or re–engineering, each new management shares a common element. The
main yet rapidly changing role of the manager in implementing change, facilitating employee
performance, building effective teams, and assuring delivery of quality goods and services to the
public(Wang, Y. (2010). The hospitality industry 's employment base is the largest of any industry in
the private sector in the USA. It surpasses the agriculture sector and the auto, electronics, steel, and
textile industries combined in number of people employed. The hospitality industry worldwide
employs over 255 million people. Within the USA, the hospitality industry employs over 13.9
million people, or 11 per cent of the working population. Hotel employee turnover is a well–
documented problem in the hospitality industry with reported turnover rates ranging from 31 percent
to 43 percent to 58.8 percent in the U.S. (Ziegler, H. (2015). Turnover in the hospitality industry is
reported to be "nearly twice the average

The Experience Economy On The Hospitality Industry
The Hospitality Industry is an industry that relies greatly on the Experience Economy. Today,
receiving the product is no longer satisfactory to customers, and they need more than just the
product, and that is where the Experience Economy comes into play. In this paper, the Experience
Economy will be discussed and described. The discussion includes facts such as the introduction of
the Experience Economy by Pine and Gilmore. In addition, an analysis on the impact that the
Experience Economy has had on the Hospitality Industry will addressed, incorporating key concepts
such as modern management, soft skills, and emotional experience.
Since the 1950's, the world's economy has gone through several changes, from an agrarian economy
to an industrial economy, then to a service–based economy and then to the experience economy.
"The term 'Experience Economy' was first introduced by Joseph Pine and James Gilmore in 1999.
The concept is that goods and services are no longer enough for consumers – that businesses must
create memorable events and experiences that capture their audience and create experiences that
transform their brand's value proposition." (Frias, 2014) Despite being introduced in 1999, the
concept of the Experience Economy has already existed in some extablishments to gain a large and
growing customer base. The Hospitality Industry is an example of this. "For example, on July 17th,
1955, the pioneer of the Experience Economy, as Pine calls him, Walt Disney

The Fristic And Characteristics Of The Hospitality Industry
INTRODUCTION
Hospitality industry is very important in the world. It provides services and as well as demonstrating
consistent excellence quality. The hospitality industry includes the hotel and motel, or lodging, food
services, recreation services, and tourism. Consequently, hospitality industry prepares variety of job
vacancies for people to work in different areas of interest, such as restaurant and bar,
accommodations (hotel, motel, resort...) or theme park and others. This day, the development trend
of tourism is very fast and it is a multibillion–dollar industry that depends on the availability of
leisure time and disposable income. So, the hospitality industry brings a lot of foreign exchange to a
country. Therefore, a country has more ... Show more content on Helpwriting.net ...
Frist characteristics is experiential, mean of experiential is customers cannot taste before they order
their food .For the example, customers will sharing their opinion to their friend after they having a
dining at the restaurant. Another example is customers will give the employees some feedback to
improve the restaurant weakness.
The second characteristic is perishable, the meaning of perishable is loose natural qualities, which
have an expiry date and putridity. Such as, vegetables, fruits, dairy products meat, poultry and
seafood are can't be stored for a long time, and must be chilled before and after cooking. For an
example, if the food did not keep it properly, the food will be rotted, it will influences the budget of
the restaurant. So need to use the food as fast as possible. Third is intangible mean of intangible
elements is lack of substance or reality. Example of intangible element is the "services" in a
restaurant where a waiter serves a food to a customer and the customer tastes the food. It is very
important in the restaurant because the attitude of the employee can make the customers feel good or
bad. If the customers feel not well ,they will not come back to the restaurant

Swot Analysis Of Hospitality Industry
Table of Contents
1. Introduction 2
Part I
1.1 Background 2
1.2 Goals and Objectives of Internship 4
1.3 Introduction of Hospitality Industry 4
1.4 Nature of Hospitality Industry 5
Part II 6
2.1 Introduction of Company 6
2.2 MissionVision Objectives of Company 8
2.2.1 Organizational Strategies 9
2.3 Major Products of the Company 9
2.4 Organization Structure 12
2.5 SWOT analysis 13
2. Main Body 17
Part II
1.1 Internship Assignments by Interns 17
1.2 Roles performed by supervisors 17
Part II
2. Planning and Feedback 19
2.1 Introduction 19
2.1.1 Introduction of the Project 19
2.1.2 Objectives of the project 19
2.2 Scope and the limitation of the project 20
2.3 Conceptual framework 21
Literature Review 21
Theoretical Framework 22
2.4 Methodology 23
Research Design 23
Part III
3.1 Presentation and analysis of the project 24
3.1.1 Analytical Presentation of the project 24
3. Reflection and Recommendation 36
Part I

1.1 Major finding 36
1.2 Conclusion and Recommendations 37
Part II
2.1 Reflection of internship 38
Reference 39 ... Show more content on Helpwriting.net ...
The company has been providing innovative products to its customers with the dedication of more
than 1000 young and energetic employees. There are different departments in the company. The
company believes in customer focused approach, being result oriented in all activities through
development of professional and innovative skills and strategies with a team spirit.
The vision of Berjaya Langkawi Beach Resort is to make it the world leader in hospitality and
tourism development by establishing new levels of quality, durability and reliability. It aims to
provide high quality products that combine performance with value pricing, while establishing
relationship with its customers. The customers of the company are the various business houses who
seek platform for tourism and want to create customer satisfaction through service

Investigating High Turnover Rates Within the Hospitality...
CHAPTER 1
1.0 INTRODUCTION
1.1 Background of the problem
Attracting and retaining employees is a topic of in numerous articles, conference sessions, books
and Websites, as well as the basis for numerous product launches to cub the concern of many
organizations (Klepinger, 2007). Smith, (2007) notes that there is difficulty in finding and keeping
talented people is having a catastrophic impact on many businesses and industries throughout the
world. Money and benefits are important, but studies show most employees leave for other reasons.
Employers have the need to retain the talents they have to attain the desired organizational goals
which could include quality, customer satisfaction and the bottom line. Earle (2003) observes that ...
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When employees experience low job satisfaction and organizational commitment, it can be very
costly especially since the hotel industry has an extremely high turnover rate (Cote and Heslin,
2003). Leadership styles also rank high in this area. Organizations that have committed employees
should pay particular attention to those areas (through various methods). And having management
team in place with the appropriate skills to provide the appropriate leadership for the environment in
which the business must deal, companies can expect an increase in employee commitment. Studies
seem to indicate that many factors are also involved in employee commitment and companies that
are interested in increasing employee commitment should not solely focus on the two above areas.
Other areas can significantly contribute to employee retention
(Applebaum,Wunderlich,Grunstone,Grenier,Shapiro, Leroux and Troeger, 2003).
Boardman and Barbato (2008) posit that the hotel, catering and tourism (HCT) sector of the industry
suffers from high levels of labour turnover. This provides a constant challenge for employers, limits
the ability to maintain a skilled workforce and results in enhanced costs. The Marriott Corporation,
for example, reported in 2000 that a 1 per cent increase in employee turnover would cost their
company between $US5 and US$15 million.
Straus (2008) has noted that Nairobi

The Hospitality Industry Is Divided Up Into Many Areas
The hospitality industry is divided up into many areas. Some of these areas include; restaurants,
lodging, sales, event planning, general operations, and tourism. Due to all these areas, a lot of jobs
are needed to run the operation. With the hospitality field expanding overseas a bigger variety of
employees are hired. No employee is the same. Every employee comes from a different religious,
cultural, sexual orientation, and racial background. Since there are such a wide variety of people
working in the hospitality industry, how do workers deal with cultural differences? I will be
discussing the background of cultural competence, companies expanding overseas, traveling,
company procedures for cultural competence, issues in the workplace ... Show more content on
Helpwriting.net ...
Studies show that forty–three percent of the world population is bilingual. Forty percent of the
population is monolingual. People not fluent in multiple languages can have a hard time
understanding and working with other co–workers. The members of your organization probably
have fewer differences than similarities, (Lee). An appreciation and acceptance of both
commonalities and differences are essential to effective working relationships; (Brownlee).Some
human resources for companies have even designed strategies to comply cultural competence. That
will be discussed later on in this paper. As the population and rise of different cultures grows, more
industries will need to be competent. Dealing with equal opportunity is a very serious part of the
cultural competency background. Dictionary.com defines globalization as the act of globalizing, or
extending to other or all parts of the world. Tourism being one of the most booming sections of
hospitality has become the world¹s largest export industry, involving as it does enormous cross–
border flows of people and capital, (Cline, 2014). With the rise in tourism, big American companies
like Hilton and Marriot have expanded into new continents and countries. Over the next three years
Marriot is planning on opening new hotels globally, expanding to 100 countries from 70 and
investing an additional $600 million to renovate existing locations and update technology, (Burkitt,
2012).

International Hospitality Industry Has Been Affected By...
Introduction In the past few years, international hospitality industry has been affected by
globalisation, revolution of information technology, fragmentation of customer demand, and the
emergence of economic integration of supplier in the networks. Globalisation means a process to
reduce the barriers between one country to another (Brotherthon, 2003). Hence, it is a critical issue
in the industry where the essence of the product is international and the encounter with the customer
is intercultural. The hospitality industry has often been called as "people business" (Downling et al.,
2008). Therefore, Human Resource Management (HRM) plays a crucial role in the industry as it
understands the human aspects on the organisation. HRM deals with people in the organisation–
how to manage their behaviour and activities in order to increase the organisation 's profit. It has the
function in the organisation to focus on recruiting the management and providing directions for the
people in the organisations. Moreover, it deals with issues related to people, such as performance
management, hiring, wellness, benefit, safety, compensation, training, and communication (Hayes &
Ninemeler, 2009). HRM is one of the phenomenon which has property to change under
globalisation effect. It is both and academic theory and business practice. From the HRM
perspective, an international hospitality industry is a caricature, where in reality derived from the
local management structures,

The Hospitality And Tourism Industry
The hospitality and tourism industry is the largest and fastest–growing industry in the world. The
hotel business provides career opportunities to associates who help make reservations, greet, assist,
and serve guests. Approximately 70% of the American and Canadian economies are engaged in
service industries. However, September 11 showed the fragility of this industry, that cost the
industry much damage. The Hotel Industry income is affected by real life events because negative
outcomes occur, such as less guests stay at the hotel, problems with employees, and hotel income
drops dramatically.
On the September 11, 2001, the hotel industry had a dramatic change. Every thing went down from
that day. On this day, Islamist extremists hijacked four planes that were flying above the US. Two of
them were flown into the twin towers of the World Trade Center in New York. The buildings went
down, collapsing. Many people were killed, including emergency workers and firefighters who went
into the building to help people. Another was crashed into the Pentagon, the top military building in
the capital city, Washington DC. The fourth hijacked plane, United Airlines Flight 93, crashed into a
field.
Another event, that affected the hospitality Industry, the terrorist attack in Mumbai, India. There
were ten Pakistani men associated with the terror group Lashkar–e–Tayyiba targeted buildings in
Mumbai, killing 164 people. Nine of the gunmen were killed during the attacks, one survived.

Similarities Between Theatre And Hospitality Industry
Comparing theatre and the hospitality industry is like comparing apples and oranges– they have a
surprising amount of similarities while retaining their own individual characteristics. Theatre is the
art of performing on stage. Employees have a wide range of skills in order to produce a performance
that guests will enjoy. On the opposite side of the spectrum, hospitality involves restaurant and hotel
management, event planning, and tourism. Much of the industry is centered around providing the
best experience possible for customers, as is theatre. While hospitality workers are not actors or
crew members, employees in both industries strive to provide the best experience for their guests.
Both theatre and hospitality offer intangible goods and services, require a great amount of practice
outside of the classroom, and put an emphasis on design. Theatre and hospitality both focus on
intangible goods and services to provide the best experience for their guests. Theatre is all about the
experience; guests pay for the entertainment value of the performance rather than a physical ... Show
Theatre, event planning, and tourism all emphasize intangible goods and services more than tangible
ones. The guest experience is the most valuable asset. However, in restaurants and hotels, it is the
opposite; guests focus on the quality of the physical goods more than the service. Employees of both
theatre and hospitality need experience outside of the classroom in order to become truly successful
in their field. There is only so much one can learn about these skills; it is necessary to have a balance
between experience and knowledge in order to apply it. Lastly, the theatre and hospitality industries
both emphasize design, but to different extents. On the surface, theatre and hospitality appear to be
very different, but they contain many of the same core

The Tourism And Hospitality Industry
It is clear that the significance of the tourism and hospitality industry is expanding step by step so
diverse divisions and associations identified with hospitality and tourism industry appreciate a high
level of affectability and critical obligation toward the achievement of this incredible industry.
A standout amongst the best associations in the tourism industry is the "hotel", which is the principle
dialog of the present exploration. Hotel chiefs assume the most essential part and obligation to the
having so as to flourish of the hotel, the learning of how dealing with their human resources, or
employees. In hotels, employees assume the most imperative part in light of the fact that the
majority of the critical errands there are finished by the employees as these individuals are in direct
connection with the visitors, so they can leave viable effects on the clients. No association can
accomplish its objectives and goals, without individuals, Drucker, 1999 referred to in Jordan, (nd,
p.3), states that "employees are viewed as a vital data for the generation of merchandise and
conveyance of administrations" (Alawi, 2005, p. 225). So now this can be expressed that human
resource administration is exceptionally fundamental because of the effects and parts that employees
leave on the execution and accomplishment of the association. Mihaela, Daniela and Ionel,(2006, p.
54) contend that "human resource administration is the whole arrangement of exercises that
spotlights on

Business Analysis : Hospitality Industry Essay
In this contemporary era, it is very important for the hospitality industry that its HR department
come up with strategic techniques of retaining the employees and not lonely that but also find the
qualified workforce which will boost up the organization in the longer run. As we all know the facts
that the hospitality industry is operating in a competitive market and in order to gain competitive
market. So better workforce and skilled staff would help them to increase their value in the market
in the long run.
The image of any organization is relying on the better outlook it achieves and also receives better
returns. In case of hospitality industry, it is very true as well. The practical actions could be taken up
to improve the HR practices which hotel industry is facing from the past time and still prevalent.
The most important thing which has to be taken into consideration is that Human Resources
Managers have the valuable role in managing the workforce of any hotel. All that is needed the little
encouragement and development of HR practices.
The second Contemporary issue which has been identified is the Human Resource management
(Issue). This issue is very important for those managers who are recruiting the workforce for the
hotel industry. The problems which are being occurred in HR is the biggest concern for the hotel
industry. This particular, issue has been mostly seen in all the Big–Chain Hotels and Independent
Hotels.
The major problems which have profoundly

Enabling Technology In The Hospitality Industry
Enabling Technology at Hotels
Nowadays technology is a key factor in every industry and keeps developing extremely fast.
Therefore, the hospitality industry must have the ability to adapt their business to meet customer's
needs and new trends. Actually, as General Managers we should all keep up with new technology
that is critical not only to provide a better service for our customers, but having in mind that if is
utilized properly, it can also bring more revenue and many other benefits. Additionally, the correct
use of technology can easily help us marketing our business in a more efficient way attracting future
clients.
As I just started as a General Manager at the hotel "Pelusos", I reviewed the reports of our recent
customers and found out that we do have millennial clients as well as a business market. However,
they are not becoming returning clients because they do not feel we meet their technological needs.
As we are aware thanks to social media, there is a tremendous necessity for guests to be connected
all the time. This is clearly understood by majority of hotels because as the American Hotel and
Lodging Associations reported, 87 percent of hotels are using social media in their marketing effort.
Hence, if the hotel social media and advertisement are not been updated constantly, we are wasting a
good resource for marketing and selling. Also, as Elizabeth Smith mentioned on his article, the
guests experience starts long before a traveler arrives. It begins when

hospitality industry
CONTENTS:
LO1
1.1 Current scale, scope and diversity in hospitality industry (P1)............................2
1.2 Structure of different hospitality organizations (P2).............................................6
1.3 Hospitality role and professional bodies (P3).........................................................8
LO2
2.1 Staffing requirements for different hospitality industry (P4) .............................10
2.2 Role, responsibilities and qualification required for hospitality staff (P5)........11
LO3
3.1 Operational, managerial and legislative issue resulted from recent developments affecting the
industry (P6) ...................................................................12
3.2 Current image of hospitality industry (P7).............................................................14
LO4
4.1 Potential trends and developments in hospitality industry, justified predictions ... Show more
In the specialty literature doubts persist in using this terminology, especially in relation to the scope
of the hospitality industry. Thus, a series of authors consider as part of this field only food and
accommodation services, perhaps because those benefits are offered under the same premises works
like industrial units, other authors, however, consider it appropriate a broader approach, including
leisure services and even the marketing of products.
(David P. Baron Business and its environment, fourth edition)
In terms of ownership, tour operators are found in both the private and public sector
Private Sector. Increasing the number of transactions and mergers within the industry came amid
vertical or horizontal integration. Horizontal integration involves expanding within an industry
sector, for example through the development of hotel chains or network by opening new routes.
Companies grouped in this formula is in an integrated chain, controlled by a unique decision. They
offer a homogeneous product sold under the same brand, using the techniques work together.
Horizontal integration means not only achieve these general goals, but also contribute to better
accommodate certain geographical dimensions of tourism. Purchase of tourism enterprises in the
coastal and mountainous areas, for example, may allow the transfer of staff and a seasonal effective
use throughout the year

Luxury In The Hospitality Industry: A Case Study
Hospitality industry become one of the big sector in the world since the trends of travel, globalizing
and growing of economy. Nowadays, managing hospitality operations is not such easy, the reason is
now there are huge amount of hotel competitors and customers are expecting more with higher
living lifestyle. With the high amount of luxury travellers, hotels are tend to become more luxury by
increase the service level and innovate high technology to gain competitive advantage. However,
there might have challenges on operating the hotels with the issues of uncertainty. In this essay,
several definitions and theories will be used to identify the issues of luxury. It will also be
mentioned about the trends and challenges of managing luxury in the hospitality in order to achieve
competitive advantage under the uncertainty. There will be discussion of how the hotels manage
luxury by different marketing and innovation so as to understand the customer's needs and wants.
Finally, examples and case studies will be used to support the discussion. First, the meanings of
luxury is wide, luxury can be an appearance or image in an area, and it can also be a perception to
impress people's minds. According to Heine (2012), she mentioned that "luxury brands are regarded
as images in the minds of consumers that comprise associations about a high level of prices, quality,
aesthetics, rarity, extraordinariness and a high degree of non–functional associations." Luxury can
also be said as a

The Impact Of Uber And Airbnb On The Hospitality Industry
Sharing economy is a new trend, which has happened with the global advent of Social Media and
the peer–to–peer network. It is affecting different aspects of the Hospitality Industry. It allows
people to share their belonging or services with strangers, in an online trust–rated way. "The Sharing
Economy is a socio–economic ecosystem built around the sharing of human and physical resources.
It includes the shared creation, production, distribution, trade and consumption of goods and
services by different people and organizations" (Matofska, 2015). The two main examples of shared
economy that brought huge debates to the world's media nowadays are Uber and AirBnb. These
shared economies, which allow peer–to–peer exchanges throughout technology, ... Show more
It is the largest peer–to–peer hospitality organization in the world and its net worth is over ten
billion dollars. From 2012 to 2013 it has doubled its revenue from 250 million to 500 million and
did it as well for the year 2014. It has listed over a million lodging opportunities in over 192
countries. Even though AirBnb is privately owned, it has exceeded the value of most global hotel–
chains, Hyatt as an example. The biggest question at the moment is how would AirBnb influence the
revenue and profitability of the Hotel

Revenue Management Techniques in Hospitality Industry –
Introduction to Hospitality Industry
The hospitality industry is part of a larger enterprise known as the travel and tourism industry. It is
one of the oldest industries in the world. In early days, traders, explorers, missionaries and pilgrims
needed a break in their journeys requiring food, shelter and rest. People opened their homes and
kitchens to these weary travellers, and an industry was born. Although accommodation today is
varied and their services have changed and expanded over the ages, one thing about the hospitality
industry has remained the same, guests are always welcome! From a friendly greeting at the door,
room service, breakfast, to a host of facilities' the hospitality industry offers travellers a home away
from ... Show more content on Helpwriting.net ...
6000 for some rooms, but it could also mean that the actual number of customers who turn up for
Rs. 6000 could be 60 or even 40 with some probability, or 80 or 30 with a lesser probability.
Two Prices: Two Market Segments
Price
P1
P2
Q1 Q2 Quantity Supplied
Overbooking: Overbooking is a practice of intentionally selling more rooms than available in order
to offset the effect of cancellations. For example, suppose in the hotel industry, there are 180 rooms
available, there is no certainity that all the rooms would be booed at a point of time. In the same
way, during the season, there is a possibility of over booking. Therefore if the booking is done 181
customers instead of
180, the hotel may end up with only 173 or less than 180 customers.since the probability of exactly
181 customers turning up is low, the revenue from that aditional customer generally compensates
more than the expected cost. For this example, the optimal number of customers that can be booked
would be 186 as illustrated in the following figure.
Overbooking: Determining the optimal level
Revenue
Revenue
Gain Net Revenue
Sales Revenue
Overbooking cost
Capacity Overbook Qty
IIMK Part VII – Tourism Infrastructure, Technology & Operations IIML
Conference on Tourism in India – Challenges Ahead, 15–17 May 2008, IIMK 273
Revenue Management as a Business Process

Classification of Hotels
Hotels are classified into five main types:
Economy / limited –service hotels

Hospitality Industry Leader
Running Head: Hospitality Industry Leader
Hospitality Industry Leader
Richard B Hope
Nassau Community College
Introduction: The Hotel General Manager is someone who works in a hotel. He or she works as a
head of the department to coordinate and monitor the progress of business strategies in a large hotel.
In medium hotels, the General Manager is responsible for day to day running of the hotel, including
carrying out reception duties. A Hotel General Manager is also the person who handles the everyday
function and management of the hotel. He or she is responsible for the day–to–day management of a
hotel and its staff and has commercial accountability for planning, organizing and directing all hotel
... Show more content on Helpwriting.net ...
These, along with the growing importance of the sustainability agenda will define success in the
near future.
8. What are the major functional areas in a lodging setting? Hotels are generally divided into three
major functional areas. They are the Rooms Division, Food and Beverage Department and Staff &
Support Departments.
Rooms Division–Includes Front Desk, Reservations, Uniform Services (Security, etc.), and
Housekeeping Food and Beverage department–Includes Restaurants, Bars, Banquets and Room
Service Staff and support departments–Includes Accounting, Engineering, Marketing, Human
Resources, and Contracted areas
9. Discuss career options for working in the hospitality industry. As a vast, dynamic and growing
industry, hospitality provides tremendous opportunity for ambitious students who enjoy working
with people. The hospitality and tourism industry operates in a highly competitive environment.
Hospitality Industry represents a broad range of career opportunities in industries that include:
hotels and resorts
restaurants and commercial food service
airlines, cruises and other transportation
environmentally sustainable and cultural tourism development
10. Discuss the economics of the hotel business. The hotel business is cyclical. It is also highly
capital intensive, with, depending on the economy, varying sources and levels of capital flowing into
the industry. One factor that is typically considered in analyzing the financial

SWOT Analysis: Internal And Swot Analysis In The...
1. Introduction:
The internal and external audit refers to the analysis of the environment in which the business
operates. The environment can be defined as political, social, technological etc. An analysis of these
factors is extremely important as it has a direct impact on the functioning of any industry including
hospitality. An analysis of these factors provides the business managers an opportunity to identify
opportunities and threats and come out with a plan of action accordingly to deal with the situation.
The hospitality industry has undergone tremendous and complex changes after the era of
globalization. In United Kingdom the hospitality sector contributes to major revenue generation for
the country and is also one of the major sources of employment and therefore it is extremely
competitive and enjoys tremendous support of ... Show more content on Helpwriting.net ...
Porter's Five Force Model: This tool deals with the study of forces which have both internal and
external impact on the industry. It analyses the competition factors in market and the process by
which the organization competes to make more profits. The results of this analysis are helpful for
the business managers to take strategic decisions.
4. SWOT Analysis: The SWOT analysis for any organization is done to develop a strong business
strategy. The strategy takes into account all the opportunities and threats in the market scenario. The
SWOT analysis of the hospitality industry are:
Strengths
The product or the service is new and unique and as per customer needs.
The prices offered by the hotel for the same set of services are cheaper than the competitors.
The location of the hotel is easily accessible to the customers.
The hotel has a strong networking with all the stakeholders.
The staff of the hotel is qualified and self motivated.
The hotel has a good brand name.
The level of customer satisfaction and positive feedback is high.
Weakness:
The hotel is very new to the area and the brand is not well

The Importance Of Business Management In The Hospitality...
Today, the hospitality industry is transferring the power to the customers' hands (Drennen, 2011).
According to Weis (2006), with this new power, customers are able to fulfill several operations that
were previously performed by a frontline staff member. There are several reasons to implement
SSTs in the daily operations of a hotel. The first benefit normally mentioned by hospitality operators
is the cost savings. This is an important reason, because hotels can provide more services and
products that customers can purchase or perform by using the touch screen of a kiosk or in–room
TV (Kim, Christodoulidou, & Brewer, 2012). Additionally, this action will increase up–selling rates
and decrease labor costs. Moreover, some customers might perceive this reduction of cost as an
indirect benefit for them as well, due to the fact that reduced labor costs can lead to a decrease in the
room rates (Short, 2015). Another advantage is the increased control that customers have over the
service process. This control allows customers to manage their stay in a hotel by doing self check–
in, automated check–out, requesting amenities, and planning their tours via kiosks, interactive
screens or their own smartphone (Drennen, 2011). In addition, this positive factor can give
customers the feeling of control (Weis, 2006). On the other hand, control gives the hotel the
opportunity to respond customers' doubts, requests and complaints faster, which can lead to a
precise and personalized service

High Staff Turnover In The Hospitality Industry

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