Personal Reflection by Elena Simona Kadar Student ID:25433 As a group we first had to realise what we are expected to achieve from this project. We then broke the project down amongst us and each one was tasked with a separate aspect. Without any previous experience in the hospitality industry, I knew that I had to be a team player in order to understand more about the industry and to find the right resources to approach my task. I went through some books and lots of articles online to provide information to my group. I knew that my role and my work assigned to me could have an effect on the over all performance of my group, hence I would share my research with my colleagues and raised and answered questions to ensure clarity. I was assigned to study various operational and functional departments of a hotel and the interrelationship between all the departments of my chosen hospitality sector. My initial assessment of the industry was only limited to hotels and restaurants. However, I was surprised to discover the real depth of the industry. It was quiet amazing to learn that even the entertainment industry, the heath and beauty industry and even the prisons and hospitals were covered by the hospitality industry and how each and every sector of the industry is dependant on each other. Travel and tourism markets products to a destination and effects the decision making of a traveller and how the hotel, restaurant and entertainment industry play further role in delivering a promise to a tourist or a visitor. The centre of our research was based around The Berkeley Hotel in London. A hotel consists of various operational and functional departments. On the operational front they have the Front of the House or the Front Office, meetings and events, housekeeping, reservations and food and beverages , whereas the functional departments consist of accounts and finance, human resources, purchase and procurement, sales & marketing, security and information technology. I observed that all the departments, even though they may not be the real operational front, they are still involved in customer facing role. Operational departments may seem to be the front and the face of the hotel, the functional departments too are exposed to customer/guest dealing from time to time. Each department may be performing their individual role but at the end of the day, all the departments in a hotel come together to serve the purpose of guest satisfaction. Every employee of the hotel has to be hospitable to carry forward the traditions of hospitality and execute courtesy to ensure that the guests do not leave with a bad taste and keep coming back time and again. The hospitality industry has been a major contributor towards economy of many countries. Globally, the hospitality industry contributed 10.4 % towards global GDP in 2017 which was a 4.7% increase in 2017 alone. 1 out of every 10 jobs were created by hospitality industry. The industry is expected to rise steadily by 3.8% from 2018 till 2028 generating $3.9 trillion per year. Locally in Great Britain, the tourism and hospitality industry generated $161 billion with hospitality industry alone contributing £73 billion and £15 billion in form of exports. Even though a country may be boasting of industrial or agricultural growth, but whenever a businessman travels from one place to another, a place to eat, stay and unwind during the stay must be ensured. Hospitality industry has generated a lot of revenues and jobs globally. Hotels, restaurant, airlines alone have not been the revenue generation factors alone. Other industries associated with this sector for example tour operators, companies providing linen and crockery to hotels, restaurants, airlines, companies providing cleaning material of frozen or readymade food have also generated jobs and revenues indirectly. As I mentioned earlier, I was surprised to learn about the real depth of the hospitality industry. It is interesting to learn how the industry evolved itself. None of the sectors of the hospitality industry have stagnated and have expanded themselves from being a local brand to a global brand. Franchising and licensing have played a major role in the evolution whereby taking the burden of heavy investment off from one brand. We see how brands like Starbucks, KFC, Holiday Inn, Marriott etc can be found anywhere globally. Some of the outlets could be company owned and operated however, majority of them are franchises or licensed outlets. This not only helped the company in cutting cost of investment, but in turn, has helped most of these global brands in generating revenues with little or not investment at all. The hospitality industry has not just expanded in the last 10 year, but the journey is based on 50 years. During the past 50 years, the industry has brought itself close to the production and the financial industries that have dominated the economic scene globally. As other industries grow and expand and as the economy spreads without borders, the modern businessman’s need to travel multiply many folds. The world opening to itself through social media has attracted tourists and adventurers trotting the global all around the year. This expansion and change in behaviour has forced the hospitality to evolve as well. Introduction of new airlines both national and private, increase in demand and supply of rooms accommodation, the vibrance of the F&B industry catering to the needs of not just a few but mindful on dietary requirement of businessmen and tourists from various different cultural, religious, social and ethnical backgrounds, etc has created a vast era in what hospitality has to offer. Most of all, the number of jobs created by the hospitality industry and the forecasted next 10 years hold a very exciting and prosperous future and is something that I most definitely look up to in terms of my personal progression.
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