Doc Hospitality Operations Management

Hospitality
Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Analyse the nature of different hospitality product and service areas..................................3
1.2Evaluate the different influences affecting patterns of demand within hospitality
operations....................................................................................................................................4
1.3Compare customer profiles and their differing expectations and requirements in respect of
hospitality provision....................................................................................................................4
1.4Analyse factors affecting average spending power in hospitality businesses........................5
TASK 2 ...........................................................................................................................................6
2.1Evaluate the key stages in product and service development applied within a hospitality
operation ....................................................................................................................................6
2.2Analyse the features which contribute towards the customers’ perception of products and
services........................................................................................................................................6
2.3Assess the opportunities and constraints affecting product and service development within
a hospitality environment ...........................................................................................................7
2.4 Evaluate different merchandising opportunities for hospitality products and services........8
TASK 3............................................................................................................................................8
3.1Evaluate different methods of pricing taking into account additional pricing considerations
.....................................................................................................................................................8
3.2Assess the factors which affect revenue generation and profitability in hospitality
operations....................................................................................................................................9
TASK 4............................................................................................................................................9
4.1Apply different performance measures and appraisal techniques to individual aspects of
hospitality operations, the product and the whole operation......................................................9

4.2Determine the effectiveness of different quantitative and qualitative appraisal techniques
and their application to hospitality operations..........................................................................10
4.3Apply approaches to business analysis, evaluation and planning appropriate to hospitality
operations, making proposals for action ..................................................................................10
CONCLUSION.............................................................................................................................11
REFERENCES..............................................................................................................................12
INTRODUCTION
Operation management plays important role in hospitality industry. In the hospitality
sector operation management is referred as various activities performed in different fields of
hotel industry (Bowie, 2016). The term hospitality refers to building process of relationship
between hotel and guest by being hospitable which involves goodwill, guest reception, friendly
environment and liberty. Whereas operation management is concerned with administration of
business operations to create and maintain level of highest efficiency in the organisation. In this
following report Marriott hotel is considered as it is world largest hotel chain across the world
which was founded by J. Willard Marriott based at Bethesda, Marryland in Washington, D.C. It
operates in more than 127 countries with around 1.2 million rooms with more than 6500
properties across the world. In this report is has been discussed about characteristics, product
development description, pricing and profitability concepts and performance appraisal
techniques to analyse and improve operational performance of hospitality operations.
TASK 1
1.1 Analyse the nature of different hospitality product and service areas.
Food and beverages are products of hotel business and facilities can be included in
services. These products and services offered are perishable and non-durable. Nevertheless,
nature of hospitality products and service areas of the Marriott hotel are defined below:-
1. Perishable- The food and beverages offered by Marriott hotel to its customers
comprising of other hospitality products are not such durable but they are perishable in
nature.
2. Tangible and Intangible elements-The quality of service in hotel business consist of its
strength and weakness. Intangible service elements of Marriott Hotel involves responses

of customers, reliability, assurance, empathy and many more which are not
visible(Brotherton, 2015). On the other hand elements which are visible to customers of
Hotel Marriott includes hotel equipments, ambience, interior and exterior design of hotel
and so on.
3. Service Areas- The service areas of Marriott Hotel comprises of room facilities,
conference hall for meetings and seminars, food and beverage facilities, and banquet
facility where customers are able to manage lunch or dinner.
1.2Evaluate the different influences affecting patterns of demand within hospitality operations.
Demand of customers keeps on changing with according to needs and preferences. The
demand in the hotel business does not remain same in whole year or all days of week. Some of
major factors influencing demand pattern of customers of Marriott are discussed below:-
Seasonal factors- The main customers of Marriott hotel are climbers, hikers, and people who
spend leisure time in their vacations (Chan, 2016). The demand for Marriott hotel is based on the
seasons for example there are ample number of visitors in winter season as they want to enjoy
snowfalls and activities related to snow so, demand is affected with the changing seasons.
Time of the week- There is highest demand at the end of week as customers including couples,
families and children mainly choose weekends for travelling or spending quality time with each
other from their busy schedule.
Economic factors-If there are any changes in economic policies which affects the income level
of consumers either directly or indirectly so, this leads to decrease in demand of consumers for
Marriott hotel.
Healthy living- Now-a-days customers are very much concern about their health and give
preference to live healthy life that is why customers prefer to choose hotel where they are
provided with effective and hygiene sanitation facilities. So, this factor influence demand for
Hotel Marriott (De Grosbois, 2016).