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Individual report Executive summary The hospitality industry can run their operational duties effectively only when they analyze the current and anticipated skills requirements in the market. There are so many skills that Berkeley London needs to take into consideration for effective operational duties. This individual report examines the current skills requirement of Berkeley London that the company has thoroughly laid attention to. Various area and skill gaps are analyzed in this report that is faced by the hospitality sector and also discusses the valid solution for addressing the identified skills gaps. Table of Contents Executive summary 2 Introduction 4 LO2 Explore current and anticipated skills requirements in the hospitality industry 4 P4 Investigate a range of different operational roles within the hospitality industry 4 P5 Examine the skills required for roles within the hospitality industry and current skills shortage 6 M3 Review the skills gaps within the hospitality industry in relation to a range of different operational roles 8 Conclusion 8 References 10 Introduction The hospitality industry is continuously growing all over the world and contributes so much to the growth of the economy. It is also a constant form of employment that provides huge job and growth opportunities to young talent. In this report, various skills will be analyzed that are required to be followed in the hospitality industry to be successful in the fast-moving market. The impact of skills gaps will also be examined in the context of the hospitality industry. Also, valid solutions will be determined for addressing these skills gaps in Berkeley London. LO2 Explore current and anticipated skills requirements in the hospitality industry P4 Investigate a range of different operational roles within the hospitality industry The front line manager is the person who coordinates and manages all the departments in achieving success and growth in the hospitality sector. It is the main responsibility of the front manager to manage all work effectively in order to solve customer’s problems, provide accommodation, and ensure the highest quality services. To meet the set standard of customer satisfaction management requires the best hiring and recruitment strategy for the front line manager role. Whether a company wants to provide high-quality customer services or luxury offers to bring a big smile to their customer’s faces. The front line manager of Berkeley London is responsible for organizing daily operations and functions of all departments to satisfy customer’s demands and expectations (Armstrong and Matters, 2016). He keeps updated management about customer’s desires as the front line manager directly deals with customers on daily basis in the hospitality industry. For this operational role, Berkeley London needs to hire a qualified and highly skilled person as a front-line manager who can perform all responsibilities effectively. Front line managers:  It becomes very important for the hospitality industry to meet both mental as well as physical needs of their customers to retain and satisfy them. In which communication is one of the most crucial elements that requires great staff, procedures, policies, and management to satisfy customers at all times (Boella and Goss-Turner, 2019). This further requires constant training and understanding of different customers, markets, and environment to understand both written and oral communication to carry out all business activities and roles effectively to meet a set standard of satisfaction level. An efficient communication skill is most important through which the front line managers can convince the customer for any deal and offer positively. For shifting thoughts of the customer from negative to positive point communication skill is the most crucial key that must be carried out by management (Bruns-Smith, et. al., 2015). In the hospitality industry communication is the most added advantage element through which front-line managers can easily enhance their value at work and a person can enhance their chance to be hired in the company. Establishing a strong bond with customer communication is a great key skill through which front-line managers can promote loyalty, image, and satisfaction level among customers. Customer service manager: Nowadays every customer expects a great customer-facing environment that must be fulfilled by the hospitality industry. Guest demand high-quality services from Berkeley London and the company fulfilled their demand and needs by providing them the best customer services (Lundberg, et. al., 2017). Customer review and feedback towards the hospitality industry plays a very important role as it can directly impact the decision of other potential customers. Therefore, Berkeley London must hire a great customer service manager who can provide the best solution to solve negative feedback and review of their customer and to keep them satisfied with their services. No doubt Berkeley London offers superior quality services and luxury rooms to their customer but it is also important how they talk, how they treat a customer, and how they make them feel during their stay because of that impact on their mind (Boella and Goss-Turner, 2019). This industry needs to hire more skilled customer service managers for increasing levels of quality to retain the customer for the long term and to make them satisfied at all times. Supervisor manager: Work in the hospitality industry requires a great supervisory manager who can handle different tasks, a large number of new people from different places, and values through the help of good supervisory skills. In this field, supervisory is a major key factor that must be followed by every hospitality industry to sustain in a competitive market for the long term. It is really important for Berkeley London to not only understand the requirement of customers but also being able to deliver them to customers to meet their satisfaction level with the help of excellent supervisory skills. For the hospitality industry, an excellent supervisory manager is a key role that needed to be adopted seriously by management. Public relation manager: Companies always try to hire an employee who has a great level of awareness and understanding that will help the hospitality industry to maintain a favorable public icon. By hiring such employees company would able to build a strong relationship and bond with their existing and new customer base (Cavagnaro, 2018). The hospitality industry wants to hire a good public relations manager who has a good understanding of different attitudes, cultural norms, and regions particularly different from each other because it is their task to pitch a story to the media, solving public questions, and many more field tasks. Berkeley London works more to enhance its public relations with the help of public relation manager so that they can make their customers feel more confident no matter from which cultural backgrounds, nationalists, perceptions, values, belief systems, and religions they belong to. P5 Examine the skills required for roles within the hospitality industry and current skills shortage In today’s changing times’ Hospitalization industry has become one of the most crucial industries that play a major role in the growth of the economy and GDP of a country. A wide-field is covered by the hospitality industry such as transportation, accommodation, lodging, management, event planning, etc. that form an integral part of the travel industry. For successful growth and eventual expansion, Berkeley London needs to focus on the skills required and a current skills shortage (Boella and Goss-Turner, 2019). This industry is required to give a high focus on skills for roles within the hospitality and a valid solution for addressing identified skills gaps in the firm. Berkeley London is a luxury and five-star deluxe hotel that offers a wide range of services to its customers to meet their level of satisfaction and demand. But to be successful in the fast-moving hospitality market the Berkeley London requires constant adoption to modify. There are a few of the skills required in Berkeley London that management has thoroughly, paid attention to that includes below discuss points. Ability to multitask: In the hospitality industry it is expected to be prepared for new challenges and roles at the workplace no matter how difficult the role may appear. Management prefers to hire an employee who gets ready to perform multi-tasks and meet the requirement of multi roles. The hospitality industry provides 24*7 hours of services to its customers for which they required people who can deliver services to their customers at any time (Armstrong and Matters, 2016). Multiple task skill aids to effectively manage a large number of customers at the same time without having any problem. There is high pressure in the hospitality industry to remain calm in any kind of situation. Berkeley London has a great team of employees who offer high-quality services to customers and also try to implement a task to remove negative feedback from customers. The employer in the hospitality sector quickly hires those candidates who can handle fast faced and diversified nature of working while still retaining a great level of customer satisfaction. It is important for the management to focus on multitasking skills for achieving set goals and objectives. Formal training skill: Most of the hospitality industry relies on government laws, policies, and regulations that carry out proper training to meet the criteria. For smooth and long-term business in the hospitality sector, Berkeley London needs to update government laws regularly that would also aid to avoid the chance of mistake in future and also it also helps the employee to regulate their work by following strict regulations. By meeting legal requirement, it becomes easier for the hospitality sector to highlights to require skills within the business that needs to be diversified (Bowie, et. al., 2016). Berkeley London needs to make effective formal training programs for its employees and staff as per their qualifications to improve their level of understanding to treat customers in the right way. Cultural awareness skill: For maintaining a successful position in the fast-moving hospitality industry for the long term in future the Berkeley London needs to pay more focus on the understanding requirement of and perception of people. As a large number of people come to visit and stay at Berkeley London every year so the management of the hospitality sector needs to make them feel comfortable and relax (Boella and Goss-Turner, 2019). The hospitality industry laid on meeting the different needs, demands, and requirements of the guest to follow up with the development in the sector. Berkeley London needs to enhance knowledge and understanding of various religions and cultures of people of different countries to satisfy the needs of all customers. For a successful progression plan, the hospitality industry needs to encounter different perceptive, cultural, and nationalists to enhance understanding of different customer satisfaction levels so that they can provide customer services accordingly to each people. This would aid the hospitality industry to be successful and to determine the level of customer satisfaction. Sales skill: On the basis of the current scope, current structure, and size of this hospitality industry price policy of business is so high that is affordable by the higher middle class and rice class and not affordable by a middle-class person. Middle-class people are a potential customer for this hospitality industry that can be added to its customer base by adding convince skill or new lower price strategy which they can easily afford (Boella and Goss-Turner, 2019). Berkeley London is a luxury and deluxe hotel that offers a wide range of superior services to its customers at different price ranges if the company hire convinces skilled employee who can convince a customer to purchase their costly offer. By adopting a low price policy, the Berkeley London can increase its customer base in the coming future. M3 Review the skills gaps within the hospitality industry in relation to a range of different operational roles To perform different operational duties such as front line managers, supervisory, customer service manager, and trainer provider the hospitality industry needs to develop a valid solution for addressing all skills gaps as they can directly impact its performance, customer base, and operational roles in a fast-changing market (Bruns-Smith, et. al., 2015). It is important to be prepared for future challenges to maintain a successful position in the ever-changing hospitality sector. There are various skills that Berkeley London required in the hospitality industry and needs to work on them for meeting the fast-moving hospitality business sector (Bowie, et. al., 2016). Customer needs, expectation, and demand aspects change so fast that becomes a challenge for the hospitality industry to analyze them and offer services accordingly. Conclusion By doing this report it has been concluded that the hospitality industry is a wide term that constantly changes with its demand, requirement, skills, and countless job opportunities. This industry growing so fast because of the large demand for customers as people started to pay more attention to travel and tourism activities in the last few years. In this report, various skills have been discussed that the hospitality industry needs to adopt for long term survival and growth in a fast-moving market. The type of staff that Berkeley London needs to hire to work successfully in the future has been also examined in this report. References Armstrong, R. and Matters, R.T., 2016. Modern slavery: risks for the UK hospitality industry. Progress in Responsible Tourism, 5(1), pp.67-78. Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality industry: A guide to best practice. Routledge. Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality industry: A guide to best practice. Routledge. Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality industry: A guide to best practice. Routledge. Bowie, D., Buttle, F., Brookes, M. and Mariussen, A., 2016. Hospitality marketing. Taylor & Francis. Bruns-Smith, A., Choy, V., Chong Ph D, H. and Verma Ph D, R., 2015. Environmental sustainability in the hospitality industry: Best practices, guest participation, and customer satisfaction. Cavagnaro, E. ed., 2018. Sustainable value creation in hospitality: Guests on earth. Goodfellow Publishers Limited. Lundberg, E., Armbrecht, J., Andersson, T.D. and Getz, D. eds., 2017. The value of events. Taylor & Francis.

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