Individual Report: The Hospitality Industry and Mandarin Mayfair Hotel

Assignment Code:	RQFHMU1SEP24PB/MT/SM
Programme:	BTEC HND in Hospitality Management (RQF)
Unit Title and Number:	Contemporary Hospitality Industry (Unit 1)
RQF Level:	4			Module Code	Y/616/1788
Credit value:	15 credits
Module Tutor:	Mahele Tangata & Pawan Bhatnagar
Module Tutor Email:	m.tangata@mrcollege.ac.uk / p.bhatnagar@mrcollege.ac.uk
Date Set:	05/09/2024			Distribution Date			09/09/2024
Cohort:	September 24 A / B
Student’s name:
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Second Submission		?	Word Count:
Learner’s statement of authenticity I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. I have identified and acknowledged all sources used in this assignment and have referenced according to the Harvard referencing system. I have read and understood the Plagiarism, Collusion and AI sections provided with the assignment brief and understood the consequences of plagiarising.
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TASK A: INDIVIDUAL REPORT

INTRODUCTION

The hospitality industry is a very worthy service industry that focuses on fulfilling the requirements of the customers by providing basic services. These services can be split into three segments accommodation services, food and beverages segment and travel and tourism segment. It has a crucial social responsibility to facilitate comfort and artificial convenience for business or leisurely travellers as well as residents. The report has focussed on various operational and functional detailing of Mandarin Mayfair Hotel, London, followed by the franchising and licensing agreements that are required in the development of the hospitality industry (Davras and Caber, 2019).

EXPLANATION OF DIFFERENT SECTORS OF THE HOSPITALITY INDUSTRY

The hospitality industry involves numerous different segments that provide services to span across many aspects of a client’s life. Of all these the Hotels under a service sector being a primary sector as it is involved in provision of services depending on the preference and financial capacity of the guest. The accommodation is part of the hospitality which includes hotels with low budget hotels and also five-star hotels. There are low-cost budget hotels such as Premier Inn which has relatively low prices and there are luxurious hotels with high-end service delivering hotels like The Ritz Carlton.

Bed and breakfasts are small-scale establishments that specialise in offering apparently personal accommodations for paying guests, who are accommodated in private facilities. These are The Dukes London B&B for the business travellers who are looking for more personal feeling and accommodation services that are more informal.

Another part which is very important is the Restaurant sector which has a different range of services. The offerings of the restaurants also vary from fast food to various types of food joints. It includes fat food chains like KFC or McDonald’s, casual restaurants located in the local area, themed restaurants, and canteen facilities that serve institutions such as schools or colleges. Pizza express etc were the service offered is moderate and the price range is also moderate while the fine dining restaurant consist of The Ledbury in London where the food offered is very quality, the service given is very elaborate and the prices are very high. The fast-food restaurants like Rainforest Café are primarily centred to deliver distinctive image of the restaurant to the consumers. Other verticals within this sector include Bars, pubs and cafes which might include cocktail bars, gastro pubs and several other themed bars, each of which provides unique menus and ambience (Rawal and Dani, 2019).

Also, the event and contract catering falls under the sub-sector hospitality industry. These are the organisers whose aim is to offer services from event management to catering food during occasions such as marriage ceremonies, business meetings, and in institutions of aircraft and schools. Last of all, nightclubs provide entertainment food and drinks which makes them a social place of recreation. Thus, these sectors present the vast nature of the hospitality sector, which presents businesses within the sector opportunities to exist in numerous niches.

INTERRELATIONSHIPS OF THE OPERATIONAL AND FUNCTIONAL UNITS OF MANDARIN ORIENTAL MAYFAIR

Mandarin Oriental Mayfair is a premium luxury hotel, situated in London. This hotel is famous for its high-class services, and it provides numerous services and comforts that are unique loaded with luxury and comfortable services. The hotel is subdivided into operational and functional departments that make sure services are smooth and are exceptionally important for the guests (Mandarin Oriental, 2024). 

The Aubrey London is the hotel’s award-winning restaurant that covers the izakaya style of dining. This idea is based on a traditional Japanese drinking eating houses, brought together the bright and tasty food with perfectly mixed alcoholic beverages. The menu of Aubrey is divided into new style Japanese food and high quality, and targets for guests who want to find new dish. Styling of the restaurant is intended to be luxurious and comfortable to supply an environment that will complement the food served in the restaurant. The restaurant enlisted professional chefs alongside professional waiter and attendants who usually make the meals a memorable occasion.

The Mandarin Bar works as modern elegant setting that offers guests a fine line assortment of cocktail mixes the best wines, and spirits. Mandarin Bar features exceptional mixologists that create drinks that are not only visually appealing but attract guests who are interested in a premium sociable atmosphere. For guests who would like something less formal than the restaurant, the Lounge is nicely situated for buffet breakfast, lunch or even afternoon tea.

However, apart from dining, Mandarin Oriental Mayfair features spectacular events service as well. Hotel’s has professional event planners who organise luxury events such as wedding ceremonies, business meetings, and private parties among others. In total, the operational departments of Mandarin Oriental Mayfair, UK, offer guests an elaborated programme of services, stylish lounging and sleeping, as well as glamorous event options and solutions – for multiple occasions, which reflect the diverse desires of the targeted audience (Mandarin Oriental, 2024). 

The HR department has a very sensitive function of making sure that the hotel gets the right employees within the market. To ensure that the company carries out its service delivery functions effectively thus meeting the service quality standards upheld by Mandarin Oriental, HR engages in a very rigorous recruitment process to ensure that it gets the right calibre of employees. Moreover, HR has to arrange constant education activities, which enhance employees’ hospitality skills, and contributes to welfare and career advancement of employees, focusing on the company’s ethical standards that include respect to everyone.

The Marketing department at Mandarin Oriental Mayfair has the responsibility of promoting strategically the hotel and its specialisation, through digital marketing, social networks, and relationship with local travel agencies. Marketing initiatives also involves positioning Mandarin Oriental within London luxury hotels to clientèle; promotions are done with elaborate attention to the hotel’s services and exclusive experiences.

The finance department is in charge of all the financial management aspects of the hotel, budgeting, forecasts and financial statements. This department is to determine and control the pricing policies that are viable enough to generate profitability on one hand and competitive enough on the other. Finance also works with the other departments in order to look for the ways to prevent overinvestment and to avoid degradation of the service level in the hotel, in order to maintain luxurious image of the hotel, while being financially viable for the hotel’s executive management to make strategic decisions.

The Maintenance department makes certain that all the facilities, the rooms and equipment are clean. Due to the property’s sophistication, maintenance can be considered as one of the primary processes of running Mandarin Oriental Mayfair daily. He together with his maintenance team liaises with working personnel to ensure that total guests are not inconvenienced by technical faults.

These departments have to be linked with each other in order to ensure the success of the hotel. For instance, HR coordinates with the operations team to match the skills of the restaurant and event teams to hire the right employees. The Marketing teams will communicate with the Finance department to issue a promotional strategy to achieve revenue objectives. This strong cooperation between operational and functional areas ensures that Mandarin Oriental Mayfair meets its luxury service delivery while at the same time making operationally efficient decisions to deliver the required proficiency (Kloutsiniotis and Mihail, 2020).

Such an approach helps the hotel to be successfully associated with Mandarin Oriental Mayfair luxury while the departments’ cooperation can help enhance its efficiency. Functional and operational units work together towards the shared goal to ensure that all of the units remain loyal to the hotel’s goals and maintain high levels of guest satisfaction. Altogether, these functional departments preserve the operational effectiveness of Mandarin Oriental Mayfair where it is possible to obtain the unique level of service and comfort corresponding to the positioning of a hotel’s brand.

OPERATIONAL DEPARTMENTS

HOUSEKEEPING DEPARTMENT

The housekeeping department is a crucial part of any hotel operation, responsible for maintaining cleanliness, hygiene, and a pleasant environment throughout the property. This department ensures that all areas of the hotel, especially guest rooms, public spaces, and back-of-house areas, are clean, orderly, and appealing, helping to create a welcoming atmosphere for guests.

A primary duty of the housekeeping department is cleaning and preparing guest rooms. This includes tasks like making beds, dusting, vacuuming, sanitizing bathrooms, and replenishing supplies such as toiletries, towels, and linens. The housekeeping staff ensures each room meets the hotel’s standards before a guest arrives and continues to maintain this level of cleanliness during the guest’s stay. Special attention is paid to details, such as arranging items in an aesthetically pleasing way and ensuring everything is in working order, which enhances the overall guest experience (Sadhale, 2021).

In addition to guest rooms, the housekeeping team is also responsible for cleaning public spaces like lobbies, corridors, elevators, restaurants, and lounges. These areas are high-traffic zones that need frequent cleaning to maintain a professional and appealing appearance. Housekeepers may be responsible for regular sanitizing and disinfecting of surfaces, especially in areas with high-touch points like door handles and elevator buttons, to ensure guest safety and comfort.

The housekeeping department often handles laundry services as well. This includes washing, drying, and ironing linens, towels, uniforms, and other fabrics used throughout the hotel. There must always be the effectiveness and efficiency in the operations because for instance, in a large hotel with a number of hundreds of rooms, tons of laundry needs to be completed daily. Some of them also provide laundry services to their customers and the housekeeping department work together to provide fast and quality services.

Moreover, housekeeping service staff participates in managing the housekeeping inventory such as; however, cleaning materials are also part of the inventory controlled by housekeeping departments, especially towels and toiletries. These are means they keep track of and replenish so as to ensure the hotel remains sufficiently supplied. Others aim at reducing cases of stock out and enhance proper running of the department. Safety and security are also something that housekeeping department is supposed to handle. They are usually the first to identify that some parts need to be fixed, for instance whether there are faulty fixtures or machinery, then alert the engineering or maintenance section. They also in some flexible way assist in retrieving lost property either by taking pictures and safely keeping the items before returning them to the guests.

Thus, housekeeping department plays a crucial role for the hotel success since it works with the main guest needs, safety and cleanliness and, therefore reflects the hotel reputation. Besides, through maintaining clean, safe and comfortable environment, housekeeping has the ability to increase the visitors’ satisfaction and hence, the tendency is to receive favourable comments and have repeat business (Boakye-Kessie et al., 2018).

F & B DEPARTMENT

Food and Beverage otherwise known as F&B department is one of the significant compartments that makes a hotel to operate because it offers food and drinks to consumers. Some of these sub-departments maybe restaurants and bars, room service, banqueting and catering services depending on type and size of the hotel. The F&B department is focused on the improvement of guests’ satisfaction by providing a vast choice of food and beverages, providing a high-quality service and creating great impressions of gastronomic experiences.

One of the prime responsibilities of department is operation of the restaurant within hotel and other food and beverage outlets. This means preparing and delivering meals that are both appetising and healthy across breakfast, lunch, dinner, lunch, and snacks. For the unit, the list of employees may consist of chefs and cooks who prepare food, other cooks who prepare supplements, and kitchen assistants who help in serving the food. The prime focus is given to employees on the front of the house like waiters, hosts, and hostesses are ultimately responsible for making sure guests get efficient, warm, and attentive service. Food quality and variety, environment, and appropriate waitstaff behaviour are all sensitive to distinct dining areas in order to make a favourable impression on the visitors (Perez and Apritado, 2022).

Besides table service, facades are also responsible for service in rooms, so that guests can dine in their rooms. The responsibilities of room service staff for example, include addressing orders, preparing of tables and timely delivery with impeccable presentation of the service. This can be of more significant value to a business traveller or a guest who does Not wish to dine alongside other individuals. The F&B department also runs bars and lounges in the hotel as well.

The F&B department is also responsible for running bars as well as lounges in the hotel. These comprise include alcoholic and non-alcoholic commodity including cocktail, wines and spirits and serve as relaxation zones for their guests. Wait persons are particularly creative not only in their handling of drinks but are also able to keep their guests entertained through their friendly/company disposition as well as in recommending the best drinks to take. Pleasing and cheerful F&B team, with the help of special events such as happy hours or particular evenings, is the natural means for creating an appropriate mood. Another important role of F&B department is in handling banqueting and catering services through successful organisation of important events like wedding, business meetings, conferences, and corporate dinners. Together with the staffing services provided for by the client, the team coordinates the type of menu, seating arrangement and service that is preferred by the client. They take care of everything from setting up to cleaning up to ensure that all programmes run very smoothly.

Stock control and quality assurance are two critical factors as far as the F&B operations are concerned. This includes the recording of food, beverages, and supplies and where appropriate to cheque that they are of the right health standard, the record of wastage to avoid wastage costs. Another area that the F&B team has to adhere to hygiene and food safety standards in order to provide protection for their guests from any bacteria in food or water (Perez and Apritado, 2022).

FRONT OFFICE DEPARTMENT

The Front Office department is thought to be the most crucial department of the hotel since guests of the hotel are primarily met with this department. This department focuses on guest registration, cheque-in and cheque-out, booking services, informing and serving as guest relations that define guests’ experience. Hence, its major goal is to make the guests’ stay as comfortable, convenient, and pleasant as possible to ensure that it forms the core of hotel management. Reservation and cheque-in are among the major duties of Front Office.

The reservations team organises the bookings and also makes sure that guests get the correct type of rooms they booked for. Front desk clerk or receptionists welcome the guests, ensure they confirm their identity and cheque them in, they are mostly the first persons a guest encounters throughout the hotel stay. They also furnish the room key, brief the client with all the services offered by the hotel and address basic questions concerning the enterprise (Walker, 2021).

The Front Office is also involved in cheque out and the taking of charges from the guests. This consists of charging and invoicing lake any balances on accounts, responding to concerns or issues that the client wants answered and expelling the transient in a professional manner. This research established that, especially during cheque out time, the performance of the front office staff was key in creating a favourable first and last impression (Septariani et al., 2020).

Besides these critical tasks, the Front Office crew provides various guests’ requests or information while the guests’ stay. Directions could also be given, transportation could be organised, suggestions on must-visit places or must-eat restaurants could be made and some tours or ticket could be bought. Many hotels also have a Concierge – as a Front Office position or as an independent position – who focus in giving personalised and securing difficult services, including reservation in leading restaurants or tickets in sold out shows. It is mostly used in luxurious hotels because customers expect quality services and close interest to be paid to details.

Yet, it is also involved in managing the complaints with the guests or problems solved as the bridge between the guests and all the departments including the housekeeping and maintenance departments. Whenever there is a complaint, which can be a complaint on a room or a complaint of dissatisfaction with the particular service, they act professionally and try to solve the problem with aid of other departments as soon as possible (Septariani et al., 2020).

Finally, the Front Office maintains records and manages room assignments to optimize occupancy rates and ensure efficient use of the hotel’s space. This includes tracking arrivals, departures, and special requests, allowing for smooth daily operations.

IMPORTANCE OF FRANCHISING AND LICENSING AGREEMENTS IN THE DEVELOPMENT OF THE HOSPITALITY INDUSTRY

The opportunity for growth and economic value in the hospitality industry has been franchising and licencing which are considered instrumental in local, national and global expansion. Now, franchising enables hotel brands to expand into any new markets with limited capital through outsourcing operational licences using their brand name. Licencing agreements are an advantage as they allow the sharing of resources by giving businesses the right to utilise a brand's properties. Such models have helped during the expansion of prominent chains such as Marriott and Hilton hotels across the globe (Alon et al., 2021).

Locally it generates massive employment and income in London in particular, and more so from tourism; many international visitors are drawn to hotel and restaurants. It becomes apparent that the capital enjoys a relatively better spending and occupancy level than regional territories due to leisure travellers’ expenditures on accommodations, including meals.

On a national scale the hospitality industry of the UK generates billions of pounds in turnovers, taxes and employment standards while it constituted approximately 10% of the total population of the working force. It’s a major VAT and corporation taxpayer as well as a huge contributor to local authorities through business rate receipts (UK Hospitality, 2023). Globally the hospitality industry contributes significantly to the economic fabric of Europe, Asia, America, Africa and Oceania. Tourism and hospitality are among the major industries that form a large part of the European countries for example France and Spain. In Asia and Middle East for instance, the growth of the region has seen the emergence of many luxury hotel chains. However, in areas such as Oceania travel and tourism plays a significant role in the economies of small islands.

In London, the hospitality sector employs around 3.5 million local people in 2023 (UK Hospitality, 2023) contributing over £24.7 billion through employment, revenue and taxes to the London economy (Statista, 2023). Cities like Manchester and Birmingham as a whole produce £9 billion in annual revenues using the franchise model. In the national context, the hospitality industry in the United Kingdom generates about £59 billion grossly and employs over 2.3 million employees. In an international context, the expansion of the hospitality business has been spurred by franchising and licencing especially in Europe, Asia and America. The hospitality sector in Europe earned revenues of 111 million US dollars in 2023 and had a workforce of 9.5 million (Statista, 2024). Tourism information services and franchised hotel chains that target the fast-growing Chinese and Indian markets in Asia generated over $600 billion. In America, total earnings in the catering business were around $900 billion, and almost 1.5 million people were engaged in it. Marriott's franchised hotels are in Africa and Oceania which are growth markets that enhance the nation's economy through tourism leading to job opportunities making them important to the hotel industry (EHL Insights, 2024).

Franchising and licencing agreements have been most adopted strategic international expansion models for hospitality brands since 2019. Franchising helps organisation grow quickly with little risk because they permit third party to use their brand. For example, Marriott International has employed franchising as its growth strategy to expand all over the world with 600 plus new franchise properties in 2020. Licencing can be defined as a way by which the company can earn revenue by giving permission to other firms to utilise its trademarks. They both provide brands like McDonald’s with a base anywhere in the world with less operational obligations, which helps to expand their brand presence at an astonishing rate as well as maintain business uniformity (Abd Aziz et al., 2021).

Further, employment and economic development at the local level is created through franchising which helps small businesspeople who run their business under the mentioned brand. This model has helped the hospitality industry expand overall market penetration, in regions like Asia and Africa whereby Hyatt, IHG and other brands seek franchise operations.

EXPLORING SKILLS REQUIREMENTS IN THE HOSPITALITY INDUSTRY

The following are the key operational roles from different departments at Mandarin Oriental Mayfair, with job descriptions, required skills, and missing skills as identified below.

Communication Skills

Communication is a cornerstone of the hospitality industry, as it enables staff to understand and meet guest needs effectively. Good communication involves listening actively, speaking clearly, and ensuring that information is accurately exchanged between departments. For example, front desk staff need to clearly communicate check-in procedures, provide information about amenities, and relay special requests to housekeeping or maintenance. Verbal communication is essential, but non-verbal cues—such as body language and eye contact—are also important for creating a welcoming and approachable atmosphere. Written communication skills are also necessary, particularly for responding to guest inquiries, managing reservations, and handling feedback. Effective communication fosters smooth operations, minimizes misunderstandings, and enhances guest satisfaction by ensuring that their needs are promptly and correctly addressed (Marneros et al., 2020).

Problem-Solving Skills

The ability to resolve issues quickly and calmly is invaluable in hospitality, where unforeseen challenges can arise daily. Whether it’s a booking error, a maintenance issue, or a guest complaint, hospitality professionals must think on their feet to find solutions that satisfy the guest while aligning with hotel policies. Effective problem-solving requires a combination of patience, creativity, and sound judgment. It involves listening to guests’ concerns, understanding their expectations, and responding with solutions that make them feel heard and valued. In high-pressure situations, problem-solving helps maintain a positive guest experience, as guests often appreciate when staff go the extra mile to resolve an issue and ensure their comfort (Quinn and Buzzetto-Hollywood, 2019).

3. Attention to Detail

In hospitality, paying close attention to details can greatly enhance the quality of service and overall guest experience. From room cleanliness and decor arrangement to accurately processing reservations and handling billing, small details contribute to a guest’s perception of a hotel’s standards. This skill is critical across departments; housekeeping staff need to ensure that rooms are meticulously cleaned, while front desk agents must carefully handle guest requests, preferences, and billing information. In the food and beverage department, attention to detail ensures that guests receive the correct orders and that presentations meet quality standards. Being detail-oriented helps prevent errors, enhances service consistency, and builds trust with guests, who feel valued when their specific needs and preferences are met precisely (Quinn and Buzzetto-Hollywood, 2019)..

OPERATIONAL ROLES

Front Office Manager

The key responsibilities are performing guest services, greeting and registering guests and handling customer relations as the Front Office Manager. They must be well acquainted with the key trends of the front office operations, and digital literacy and are well-adaptable with the changes. They must be capable of addressing issues concerning the clients and supervising the front desk executives. Team leadership and staff management with excellent communication skills, good and pleasing personality and a customer-centred attitude. The candidate must be professionally groomed. The employee must perform well under work under pressure. Ability to manage conflict and resolve skills. Front Office Managers may lack digital skills, good customer relationship management and application of tools or data analytics in order to address the needs of the guest.

Housekeeper Supervisor of Housekeeping Department

The Housekeeper Supervisor needs to ensure the cleanliness of rooms which are occupied by the guests together with the entire hotel premises. They are responsible for supervising the members of the housekeeping department and monitoring their overall work in all the sections. Good interpersonal skills, hygiene and cleaning skills, observation and creative skills. Knowledge about the standards of hygiene and cleaning. Good communication ability between different departments (Raras et al., 2024). Housekeeper Supervisors may not be well informed in areas like newer technologies of cleaning, and their environmentally friendly approaches. Effective methods of organising schedules for housekeepers through software.

Such job roles emphasise the skills required in various operational departments and the absence of certain skills can be used when designing training and development interventions for employees.

Restaurant Manager of the Food and Beverage Department

The Restaurant Manager is fully responsible for looking after the operations of the entire restaurant, the quality of the services delivered and the performance of the restaurant team. The Restaurant Manager also has to handle the customers’ complaints effectively. Excellent communication skills to coordinate with the kitchen team to facilitate efficient and timely service delivery. Dynamic personality to deal with the concerns of the customers and guaranteeing their satisfaction. Supervise the restaurant team and organisation skills for the table arrangements. Delegation of tasks to the team. Financial skills to deal with budgeting and costing matters. Knowledge of digital marketing trends in order to effectively advertise the restaurant or in practices of sustainable sourcing of ingredients (Adeyinka-Ojo, 2018).

Executive Chef of the Kitchen Department

The Executive Chef supervises kitchen activities, and coordinates with the preparation and cooking of meals, their presentation and garnishing skills and quality of food produced. As they act as managers of the kitchen team, they need to coordinate with suppliers and distributors to ensure that food safety is addressed at all the stages of the food preparation contributing to the goodwill of the hotel group.

Excellent Culinary skills, leadership and management skills required in menu planning and recipe development. Creativity, artistic and innovative skills, effective budget for the kitchen department, cost optimization strategy. Updated knowledge of food safety and hygiene requirements and standards. Sustainable concept, green management approaches, technological advancements and determination of customers' preferences about the cuisines (Adeyinka-Ojo, 2018).

IMPACT THAT SKILLS GAPS HAVE ON HOSPITALITY BUSINESSES AND PROBABLE RECOMMENDATION

Lack of skilled labour for instance in the area of new technologies, especially in the sustainability practises and latest customer management systems may affect Mandarin Oriental Mayfair. Such gaps can result in operational injustices, reduced service delivery, lost marketing chances, and unmet customer demands (Khan, 2019). For example, where and when an Executive Chef is ignorant of matters of sustainability, the hotel business may fail to note opportunities to cut costs on waste, and Front Office Managers who are not conversant with CRM systems may not be in a position to give personal attention to the customers or guests.

It is highly recommended that the hospitality sector must adopt the following measures.

Training and Development: Skill gaps will be resolved for staff and focus on leadership by conducting constant training on the latest technologies and sustainable projects.

Upskilling Programs: Set periodic upskilling sessions to ensure that the employees are updated with the trends that are best suitable for the hospitality groups, mainly the technological and environmentally friendly business trends.

Recruitment of talented candidates: Outsourcing of digital marketing specialists, experienced in sustainability or CRM system integration can be helpful to the existing hospitality groups.

Cross-Department Collaboration: The informal exchanges between the operating and the functional departments can be an effective way of reducing gaps through sharing of information (Li and Liu, 2018).

CONCLUSION

In conclusion, this report helps in identifying the position that the hospitality industry occupies at the present moment focusing, in particular, on establishments such as Mandarin Oriental Mayfair, and the role that is played by the response to contemporary tendencies and threats. However, the industry is constantly adapting through the use of technology, following multidimensional concepts of sustainability, and addressing constantly changing customer demands.

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