International Hospitality Operations - Essay Example

INTERNATIONAL HOSPITALITY OPERATIONS INTRODUCTION The Tourism and hospitality Industry is the largest and fastest growing industry in the world, and is expected to grow continually until the year 2020, as stated by the WTTC. One exciting aspect of this industry is the fact that it comprises so many different professions and aspects. "Common dynamics in this diverse industry include the delivery of services and products and the customer-guest impressions of them." (Chang, Chinda Tejavanija) One of the major developments in the global economy during the last fifty years has been the emergence of the international tourism industry. This industry is considered by many people to now be the biggest industry in the world. It is one of the few industries where both the producer and the consumer must meet face to face. There is a great deal of diversity among both the tourists and those who serve them. Although the tourism industry can easily be subdivided into many sub-industries, this paper will focus only on international chain hotels and their concerns with managing the diversity among their employees. (Spillane, James J) In a study that was carried out to ascertain consumer satisfaction in the international hotel business, C. Mok and R. W. Armstrong (1998) distributed questionnaires to 600 guests of three mid- priced hotels in Hong Kong in early 1996. From these, 325 respondents completed usable questionnaires. Of these, only those whose country of origin sample size was greater than 30 were included in the final analysis. This included respondents from Australia, Japan, Taiwan, UK and the USA. SERVQUAL analysis was used to determine if tourists from different cultural backgrounds had significantly different expectations for hotel service quality. It was found that "Tourists from the UK have the highest overall expectation scores followed by tourists from USA, Australia, Taiwan and Japan. Intangible elements such as human qualities were perceived as more important by all guests than were the intangible elements such as furniture, facilities." (Spillane, James J) What is international Hospitality International hospitality is the provision of welcoming environments to visitors from foreign lands. The international hospitality industry is without doubt, a "human-resources", and people oriented industry. Some products of this industry include the rendering of services like Accommodation, Relaxation, Spas and Health Clubs, Functions and banquets, Meetings, Commercial catering, Security, Gaming, Food Service, Beverage Service Entertainment, Theme Parties & Festivals, and general, Recreation. The international hospitality industry is also closely related to some other sectors of the tourism industry like Airlines, Tourist Information Centers, Transport Operators, travel Agents, Tourist Attractions (like Theme Parks), Retail Outlets and Gift Shops. Industry Image Due to the importance of planning and development issues in the international hospitality and tourism industry, such as capacity planning, sustainability, structural activity re-alignments, Like some other service sectors, hospitality careers are often stereotyped as low-wage and entry-level, with little opportunity for advancement. As a result, qualified workers, especially the youth, are usually not aware of the range of hospitality careers that are available to them. Chinda Tejavanija Chang observed that Most of the hoteliers or professionals in Hotel or Tourism Industry have made their way to the top through their professional experiences and accumulating their competencies and skills through their various positions in the field as they climbed up their corporate ladder to be top executives of the organization they belong. (Chang, Chinda Tejavanija) HISTORY OF THE HOSPITALITY INDUSTRY The international hospitality industry is a multi billion-dollar enterprise. It is an exciting, sector, which offers unlimited opportunities, and continues to grow steadily. The hospitality industry is diverse enough for people to work in different areas of interest and still be employed within the hospitality industry. "Think about this: It makes sense to prepare for a job in which you have numerous opportunities for advancement, because it is an economic advantage for you in the long run." (The Hospitality Industry) The History of Hospitality Industry begun in the United State, dated back to 1794, in the city of New York, during the Colonial Period. The first City Hotel opened in New York City. Things have changed quite a bit since then; the hospitality industry has experienced significant development over the years as it has faced World Wars, The Depression (ask your history teacher!), and various social changes. "The industry as we know it today began to take form in the early 1950s and 60s, leading the way for growth into the dynamic industry we know today. Career options in the hospitality industry have continued to grow along with the industry." (Choosing a Career in the Hospitality Industry) The history of hotels is intimately connected to that of civilizations. Or rather, it is a part of that history. Facilities offering guests hospitality have been in evidence since early biblical times. The Greeks developed thermal baths in villages designed for rest and recuperation. Later, the Romans built mansions to provide accommodation for travelers on government business. The Romans were the first to develop thermal baths in England, Switzerland and the Middle East. Later still, caravanserais appeared, providing a resting place for caravans along Middle Eastern routes." (Hotels; a Brief History) Since then, do date, the Hospitality Industry continue to flourish and spreads to various destinations of the world, with new technicalities and innovations. HOSPITALITY PHILOSOPHIES AND POLICIES A Case Study of the Chinese Hospitality Industry Economy and consistency in offering hospitality are maintained throughout the Public Service. While it is government policy to extend hospitality in an economical, consistent, and appropriate way when it will facilitate government business or is considered desirable as a matter of courtesy." (Policy statement) The policy requirement on this aspect include; Location, cost, financial institutions, departmental control and others. Location (a) Departments and agencies must use government-owned facilities when these are appropriate and available. (b) Hospitality in private residences or less formal or recreational settings must have the prior approval of the deputy head. (c) The government's commitment to equity for all Canadians, regardless of race, national or ethnic origin, colour, religion, sex or disability, should be taken into account when selecting an establishment for hospitality. Costs Functions should minimize costs but be consistent with the following: - the status or rank of the guest(s); - the number of persons attending; and - the circumstances. (Policy Requirement) The Role of Higher Education Institutions in the provision of Human Resources for the international hospitality and tourism Industry. As China becomes one of the major tourist destinations of the world, the demand for human resources at entry-management level from the hospitality industry to serve the market have also risen substantially. Higher Education Institutions both State and Private universities that offer Programs in Tourism and Hospitality have grown significantly during the past decade, to produce more graduates to serve in the industry. Consequently, students who enrolled in the Hospitality & Tourism would have very wide-spread general information on Hotel Management, Tourism or Airline business, but no actual in-depth knowledge on any particular field to empower them for their employment or enhance them to be successful in their career path. (Chang, Chinda Tejavanija) INTERNATIONAL HUMAN RESOURCE MANAGEMENT Management of Human Resources in the International Hospitality Industry "addresses the totality of the human resources function from the unique perspective of individual countries that have a major hospitality industry presence". (International Human Resource Management in the Hospitality Industry) The human resources policy and procedures manual is an essential tool protecting your business only if the manual is implemented and used appropriately. Failing to implement effective procedures and policies and also complying with them may result in the courts processes that can be quite expensive. In addition not having the correct policies and procedures can constrain you from taking certain action that could have been taken in the event you have clearly stated policies and procedures. Drug and Alcohol testing is one area that many in the hospitality industry have fallen foul of by making rash decisions and firing the employee only to find themselves being subjected to litigation. Additionally, Common policies and procedures Biz Momentum recommend for the hospitality industry include appointment policy, children at the workplace, customer/employee relationships, code of conduct, computer user policy, anti discrimination prevention, drugs and alcohol, employee dress and grooming, laptop computers and equipment, leave, use of mobile phones, motor vehicles, privacy and freedom of information, sexual harassment prevention. (Policies and Procedures) CONCLUSION It is a fact that the tourism industry is really booming. As more and more sophisticated travelers search the world for various exotic locations offering pristine beaches, unusual geographic features, stunning natural resources, and local charm, cross-border eco-tourism and traveling are also on the increase, and there doesn't seem to be any end in sight for the growth in the business travel market. This has created many new opportunities for investors in the tourism and hospitality sector, particularly in developing nations, which offer tremendous appeal to travelers seeking novel experiences. With a well-developed hotel infrastructure, China now offers a wide range of hotel products to serve all segments of the travel market. The entry by international hotel corporations has introduced global hotel brands to China, raising the bar for the quality of services and influencing the development of domestic hotel groups. As the hotel industry in China is a comparatively fledgling one, most local hotel chains are new players in the market and are still weak in providing satisfactory service to their client hotels. Many standard international business practices are unknown or unfamiliar within China (Tisdell and Wen, 1991). For example, strategies and expertise, such as standardization, branding, ecology programs, frequent guest programs, and strategic alliances are still new concepts. The reform has promoted China's economic development, and changed the way of thinking of the Chinese people. There might be a host of knotty problems to deal with in the long course of reform, though sufficient supply and low inflation may further stabilize the country's political and economic situation. And political and economic stabilization may not only provide good conditions for tourism development, but also create a new attractiveness for outsiders. Stabilization may also further promote economic cooperation and exchanges of various kinds between China and the rest of the world, and again this may stimulate the growth of general tourist activities as well as various kinds of special interest tours such as business and conference travel. The increase of Chinese outbound travel and expansion of destinations may also promote cooperation in the field of international tourism. At the same time hoteliers within China are making great progress in adapting overseas hotel-operating and business concepts, and initiating their own ideas. Local companies have learned a great deal by studying how foreign companies work within China. This process of technology transfer (Pine, 1992) started with attention to the physical facilities and service standards needed to match international hotel offerings. Attention was then given to the different management and business techniques used by foreign companies. Finally, local companies are now adapting hotel facilities and business formats to the particular needs and advantages of the China environment. In addition to being able to match foreign companies in these three areas, local companies benefit from having excellent knowledge of the internal workings of the Chinese political, regulatory, financial and social systems. With China's increasingly important role as a major destination for international travelers and with its own internal growth in domestic travelers, there is no doubt that vast expansion will be needed in hotel provision throughout the country. Much of that expansion will be achieved by the growth of existing local and international hotel chain companies as well as the creation of new ones, but an awareness and appreciation of the potential barriers to such expansion are crucial for the success of both local and foreign hotel companies. Chinese hotel operators should capitalize on the booming domestic tourism market for new sources of customers. It is imperative that they change their operations from a foreign tourist-oriented business format to an accommodation system that suits both foreign and domestic tourists. In this regard, low-end hotels have a competitive advantage over high-end hotels and should start to capitalize on the growing domestic market as early as possible. Hotel operators should also target selective segments of the domestic tourism market for better occupancy and profits. There is a need for managers of domestically owned hotels to strive to enhance their management skills. In order to compete favorably with foreign-owned hotels, domestically-owned hotels might need to hire foreign hotel managers to manage the business, or acquire international hotel franchises. Also, to empower graduate employment in the international Hospitality and Tourism Industry, there has to be an essential innovative practice in Education Sustainable Development for international hospitality and tourism. References Chang, Chinda Tejavanija. Professional-Designed Academic Curriculum: An Essential Innovative Practice in ESD for Hospitality and Tourism Industry Spillane, James J. MANAGING DIVERSITY IN THE HOTEL INDUSTRY: THE CASE OF YOGYAKARTA, INDONESIA Philip Kotler,John T. Bowen, and James C. Makens, Marketing for Hospitality and Tourism (Englewood Cliffs, NJ: Prentice Hall, 1996): 355. International Human Resource Management in the Hospitality Industry, Sybil F Hop man, Colin Johnson, Michael M. Lefever, Hospitality Human Resource Management Book. (Retrieved from http://www.chipsbooks.com/intlhumn.htm) Choosing a Career in the Hospitality Industry, Education and Career Articles, The High School. (Retrieved from http://www.thehighschoolgraduate.com/editorial/MP/hospitality.htm) Hotels; A Brief History, Jacques Levy-Bonvin, Industry News, Columbia Southern University. (Retrieved from http://www.hospitalitynet.org/news/4017990.searchquery=+hospitality+industry+in+history Policy statement. (Retrieved from http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/TBM_113/HOSP1_e.asp) Policy Requirement. (Retrieved from http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/tbm_113/HOSP1_e.asp The Hospitality Industry, Flora Gailliard, The Black Collegian On line, http://www.black-collegian.com/career/hospitality-199806.shtml Policy Objective, Hospitality Policy, http://www.tbs-sct.gc.ca/pubs_pol/hrpubs/TBM_113/HOSP1_e.asp Policies and Procedures, Human Resource Issues in the Hospitality Industry, http://www.4hoteliers.com/4hots_fshw.phpmwi=2205 Read More