Competency Hospitality Industry Employees Essay


Discuss About The Competency Hospitality Industry Employees?



The three chosen subjects from stage 1 are food and beverage management, Housekeeping and management concepts that are learnt in hotel and hospitality management (Brown, Arendt and Bosselman 2014). Food and beverage management is about having the knowledge of food service operations along with hospitality at the initial level. However, in addition to the nutrition and the cooking classes the students also have the liberty to take part in internships that encourages developments of hands-on skills (Davis et al. 2013). Along with this various culinary arts and wines is also learned. This particular subject helps any student to take on the roles as a manager at the time of their placements in hospitality and hotel industry. This subject further helps in preparing an individual with the job skills that are need to succeed in this industry along with the skills of leadership that is needed for a continuous career in the industry of restaurant and food service (Suh, West and Shin 2012). Among the visitors in the hotels or resorts, 25% of them are ascribing to food and beverage when they are travelling. However, in the industry placement the knowledge or benefits of this subject that is described were an expanded awareness about tourism that is in this industry every day come with a new challenge as guest are new (Nieves, Quintana and Osorio 2014). Thus, for instance any employee who is working in a profession of food and beverage will have the understanding of all the steps of the hotel takes in its supply chain. Thus, the experience of the employee will be that what resources are required to create certain dishes or drinks. Apart from this, an employee who is working for this food and beverage industry will also check the foods and drinks received by the customers for free or at lower prices. This work is totally based on working with the people and so for those working in this part that is food and beverage management definitely the job will be stressful (Brotherton 2012). However, the food and beverage department in any hospitality business is accountable for retaining elevated quality of food and services, costing of the food and managing the restaurants and bars. This service is of the services related to food that are cooked in the kitchen and the drinks that are blended in the bar for the customers at the food and beverage place. Moreover, these outlets are divided in different categories like there are different types of restaurants, lounge, bar, nightclubs, in room dining, meeting and conference rooms, ballrooms, delicatessens along with the outlets of food and snack bars. Thus, this department deals with so many categories and make sure that work is done with full customer service. Food and beverage managers are employed in restaurants, coffee shops, bars, clubs, hotels and other places where foods and drinks are served. Therefore, this subject has a weight age for the students of hotel and hospitality management (AbuKhalifeh and Som 2012).

The next subject is housekeeping. The role of housekeeping in hotel and hospitality management is huge. This department of housekeeping takes pleasure in keeping the hotels polished and comfortable for their guests (Boella and Goss-Turner 2013). However, the main aim of the Housekeeping staffs is to provide clean, attractive as well as comfortable and a welcoming environment to the customers that can provide them the value of their money paid. Therefore, housekeeping can be defined as the presentation of a polished, comfortable and safe surrounding. Housekeeping has a huge importance, as it is the operational department of the hotels, which is also accountable for the maintenance, and aesthetic services of rooms, the public areas, back areas and the environment (Daskin and Tezer 2012). Thus, not only it produces polished and attractive guestroom on time for those customers but it also has the responsibility to maintains everything in a hotel so that the hotel property is viewed as fresh and attractive for the customers to enhance the business. Therefore, Housekeeping contributes in a huge way regarding the overall character of the business being an ancillary department. Thus in the subject that teaches about housekeeping students learn what are basic that should be done in an extraordinary way like cleaning, organizing, decorating and primary home repairs. Thus the knowledge gained from the subject Housekeeping is the basic functioning that are use to keep the facility clean. However, for the industry placement if some examples are to be considered where the knowledge of the housekeeping can be applied is to perform various activities of cleaning like sweeping, mopping, dusting along with polishing (Suh, West and Shin 2012). At these various activities, the knowledge that is learnt must be utilized followed by the verification of very room that must be taken care and inspected according to the business standard and satisfaction of the customers. For the students of housekeeping they further look after that guests do not feel that there is any insufficiency of the basic requirements. Lastly, their sole responsibility is also to inform their superiors about any damage, shortfall and disruptions. However, the department of housekeeping has an important role to play in any hospitality industry. Roles like achieving the utmost possible productivity in ensuring the care as well as comfort of the customers through a smooth working of this department. Then they also have to maintain a welcoming environment and verify increased standards of cleanliness and general maintenance in those areas that comes under housekeeping. Apart from these, they also keep a tract and provide uniforms for all the employees coming under this department, laundering requirements of the quest clothing and the clothes of hotel are also induced in this, they also handle the issues if any articles are lost or they found some materials. They also maintains the landscaped areas of the hotel and helps with floral decorations, they renovate and refurnish the hotel or resort properties with the concern of manager or interior designers. They however maintain a cordial working relationship with all the other departments and most importantly, they confirm that the safety and security orders are circulated to all the employees of the department (Chen and Shen 2012).

The last subject that was learnt was about the management concepts. The managerial concepts are those that will help a hotel and hospitality management student to plan, organize, staffing, directing then coordinating and controlling the works in their business (Boella and Goss-Turner 2013). However this subject make a student learn about the essential skills for a future employee of this business are as follows:-

Innovation- this concept teaches how to always pursue the ways by which one can improve the organization. Strong managers will thus, highlight quality over the quantity in their work and by themselves will take the initiative. However, the focus of this concept is to make the students learn something new each day to enhance their skills.

Vision- vision is needed to achieve certain goals. Thus, the hospitality managers are holding the sole responsibility to communicate the vision of the business and to ask others to share and implement that vision. Management concepts teach students how they can inspire others towards the goal of the business.

Inner values- this concept makes students aware that they must have recognition about the values that have been imbibed to them by their families and they are made aware that a balance is essential in their work life to become successful. The essential features of this concept are sense of humor when dealing with the customers, knowing, and raising the strength one has to flourish in this business.

Inspiration- managers in this business must inspire their co-workers in various ways. Thus, in a real working condition the manager must ask for the inputs and ideas. Thus, when a manager is able to inspire the other staffs then they also will get confidence and know that what is expected from them. The employees will also feel authorized to make part in decision-making and thus can work towards the targeted goal.

Communication- managerial concepts teach that managers must be a good communicator. Thus, the qualities that they must have are of being a good speaker and a good listener. However, managers must be interested and curious by asking questions to all the delivering services.

However, during the industry placement the knowledge that are provided on management concepts are like example the managers will always be responsible for the work done by them and so an advance planning or thinking is always required from their side. Thus, the main concern for them are planning, organizing, activating and controlling. Moreover, it is very important for employees in this hospitality business to know the management concepts so that they can understand the culture of the organization for which they are working along with its benefits and through this, they can bring together the vision, mission and goals of the organization at one place. The best hotel and hospitality organization will always have a standard culture, which is assisted by the belief that the organization holds and reflects through their commitment and practices of their work. Through the management concepts, one can learn more about the customer’s needs and can be successful in fulfilling their needs without much issues and deficiencies (McNeil, Frey and Embrechts 2015).

This hotel and hospitality industry is a huge business that is focused on the customer’s satisfaction. However, though this industry has various services but its main is one and only the customers. Customers are of six types in the hospitality business and they are the ones who know it all, the important ones, the loyal one, indecisive one, young family and complainer (Prud’homme and Raymond 2013). However, it is the practical knowledge and the individual instincts that cannot be learnt from books rather it comes along with experiences of interacting. The knowledge that is learnt in the campus is not always applicable in the industrial placement but rather certain adaptation is required in the areas of communication. As the priority in this industry is its customers, thus their satisfaction is of highest concern. However, communication skills cannot be learned in the campus until and unless one is interacting with the customers. In situations where the customer is, visiting a hotel for the first time will not have a clear communication with the staffs of that hotel (Wang 2013). The customer will not be aware of where the guest rooms are and how they should get there. This particular situation will not be described in any book or there will not be any in hand solution that can be put. Rather the front office staffs of this industry have to approach and build that communication when the guests check in. In another situation, like in a hotel if any customer receives in incorrect order then that means that the server has not been communicating with the customer properly. Thus, from instances it is proved that front office staffs may face such crises also, where they need to be spontaneous when faced by such situations and no knowledge of the campus can help them. Thus, communication skills are the one that cannot be learned in the campus rather one needs to adapt skills like being a good listener, not interrupting the customers, to avoid negative questions, using positive statements more, extremely careful of misinterpreting words or phrases, anticipating the objections and questions of the customers, keeping them informed (Law, Buhalis and Cobanoglu 2014). The front office staffs must brush up and adopt the skills of communication like showing empathy, being friendly, having an open mindedness, respecting the customers, friendliness, being confident and the important part is open to get feedbacks from the customers as well as from the other staff members. However, these communications skills cannot be acquired through any books or in campus but rather it can only be obtained by dealing with situations and gaining experiences based on the spontaneous decision taking at those situations. In a work place situation nothing is theory based very situation an employee face is based on their spontaneous decision-making skill and their practical experiences. Nonetheless, what is learned in campus solely rely on the theoretical concepts. Therefore, what is learnt in the campus cannot be directly applied in a work place situation when communicating with the various customers (Testa and Sipe 2012).


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