Hospitality Operations Management

HOSPITALITY OPERATIONS
MANAGEMENT
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Nature of hospitality product and service areas.....................................................................1
1.2 Different influences affecting patterns of demand within hospitality operations..................2
1.3 Compare customer profiles and their differing expectations and requirements....................2
1.4 Analyze factors affecting average spending power (ASP) in hospitality businesses............3
AC2.1 Stages in product and service development applied within hospitality operation...........3
AC2.2 Features towards customers’ perception of products and services..................................4
AC2.3 Opportunities and constraints affecting product and service development.....................5
AC2.4 Different merchandising opportunities for hospitality products and services.................5
TASK 2............................................................................................................................................6
AC3.1 Different methods of pricing............................................................................................6
AC3.2 Factors affecting revenue generation and profitability in hospitality operations.............6
TASK 3............................................................................................................................................7
AC4.1 Performance measures and appraisal techniques of hospitality operations.....................7
AC4.2 Usefulness and limitations of various quantitative and qualitative appraisal techniques
and their application....................................................................................................................8
AC4.3 Approaches to business analysis, evaluation and planning..............................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11
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INTRODUCTION
Operations management is the most important component of the hospitality sector. It can
be considered as the pillars of the hotel industry (Operation Mangement, 2018). In this regard,
Hotel Hilton will be taken into consideration to understand the various aspects of operations like
division of rooms, foods and beverages and many more. This assignment will describe about the
nature with different factors affecting the services, comparing customers’ profiles and key stages
in the product development. It will also include about the overall assessment of the hospitality
environment of Hotel Hilton in context of targeting audience and achieving profits and revenues
in effective manner.
Overview of Hotel Hilton: It is one of the finest groups of hotels and resorts that have been
operating at global level since 1919. This was founded by Conrad Hilton and is operational at all
the major locations of the world with more than five hundred properties and large workforce to
maintain its stark reputation (Brotherton, 2012).
TASK 1
1.1 Nature of hospitality product and service areas
Foods and Beverages have been considered here as one of the vital operations of Hotel
Hilton.
Perishable Element- It is definitely perishable and easily consumable. However, it is the
attractive entity to target the desired set of people.
Tangible/Intangible Element- This comes under both tangible and intangible as well. Foods and
beverages have a physical and concrete presence which can be touched, smell and feel in proper
mode(Kessman and McCauley, 2011). Along with this, it has intangible traits as sometimes the
taste, look and overall presentation is indescribable and ethereal.
Inseparable Element- This put light on the quality assurance factor and involves empathetic
emotion with reliable validation leading to generate profits for this hotel.
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Service Areas- It consists of division of rooms for providing comfort and security to guests with
variety of foods and beverages with provision of banqueting hall to organise functions, events
and conference rooms to conduct formal meetings, seminars etc.
1.2 Different influences affecting patterns of demand within hospitality operations
Hotel business does get affected from many factors as the following that influence its
overall profitability and revenue generation. There are wide pools of influential components that
accelerate the businesses at Hotel Hilton to flourish.
Seasonality Factor- This depends on the prominent four seasons such as summers, spring etc. or
the number of festivals or any personal events like weddings, anniversaries, birthdays that
impacts the demand of the services provided by this Hotel.
Time of Day/Week with Healthy Living Factor- This puts emphasis on the working pattern of
people and their families’ schedule. For instance, during weekends, people tend to go out and eat
and during weekdays, until any occasion is there, they avoid any outings.
Cultural Factor- This can be one of the effective elements to attract population as hotel ambience
with food preferences on the basis of regionalism or celebrating any important date/historic event
can attract potential customers’ to visit affecting their sales volume.
Ethnic Influences Factor- Work ethics can affect any business, thus this hotel’s stout providers
can impress the people making them come again to try their other services leading to profits.
Economic Factor- It is the driving force to plan any vacation or organizing event by people that
has direct influence on the demand pattern for their services.
1.3 Compare customer profiles and their differing expectations and requirements
Hotel Hilton has wide exponential expectations from their customers’ outlook and
provides many services.
Spending Power- It is one of the oldest names and has a huge spending power as its operations
are expanded in more than 85 countries in almost all leading countries worldwide.
Type of Hospitality Business- It deals in mainly hotels and resorts with complete services. This
in terms of accommodation, entertainment, organizing, restaurants and more on full time basis.
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