The Fluctuations of Demand in Hospitality Organizations

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Hospitality
Name
Course
Tutor
Institution
Date

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Executive Summary
Hospitality organizations are services, which will satisfy the expectations of customers.
However, the services offer differ depending on customer expectations. The fluctuations of
demand are experienced within this industry through patterns such as seasonal demand patterns
and the latent demand pattern. In hotels and spas, new organizations have different
environmental settings as compared to the traditional organizations. The new features include the
spa dreaming centers, which in most organizations are preserved for customers who have
attained the age of 16 years and above. Productive capacity is the maximum output that a
company can achieve. Through the HR department, the employees’ quality of output is assessed
to create stiff internal competition among them.

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Contents
Executive Summary.........................................................................................................................1
INTRODUCTION...........................................................................................................................3
1.1. BUSINESS DEFINITION OF QUALITY IN TERMS OF BUSINESS AND SERVICE
PROVISION....................................................................................................................................3
1.2. PROCESS OF INSPECTION AND ASSURANCE WITHIN THE HOSPITALITY
INDUSTRY.....................................................................................................................................3
1.3. RANGE OF APPROACHES TO QUALITY MANAGEMENT WITHIN THE
HOSPITALITY IDUSTRY.............................................................................................................4
1.4. SIMILARITIES AND DIFFERENCES BETWEEN THESE METHODS OF
APPROACH....................................................................................................................................5
2.1. MEANING OF CUSTOMER SATISFACTION IN THE HOSPITALITY INDUSTRY...6
2.2. CONTINOUS IMPROVEMENT WITHIN THE HOSPITALITY INDUSTRY................6
2.3. TYPES OF ADDED VALUE TO BE GAINED FOR THE HOSPITALITY INDUSTRY.
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2.4. EFFECTIVE MARKETING OF HOSPITALITY OUTLETS AND TYPES OF
INFORMATION MADE AVAILABE TO CUSTOMERS............................................................7
3.1. METHODS OF MEASUREMENTS OF QUALITY MANAGEMENT IN THE
HOSPITALITY INDUSTRY..........................................................................................................8
3.2. BENEFITS OF USER AND NON-USER SURVEYS IN DETERMINING CUSTOMER
NEEDS............................................................................................................................................9

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3.3. METHODS OF CONSULTATIONS EMPLOYED TO ENCOURAGE
PARTICIPATION BY UNDERREPRESENTED GROUPS.........................................................9
3.4. VALUE OF COMPLAINTS AND USING THESE COMPLAINTS TO IMPROVE
QUALITY WITHIN THE HOSPITALITY INDUSTRY.............................................................10
4.1. ROLE OF SELF-ASSESSMENT TO DETERMINE THE CURRENT STATE OF
HEALTH OF HOSPITALITY ORGANIZATION.......................................................................10
4.2. IMPORTANCE OF COMMUNICATION AND RECORD KEEPING WITHIN A
HOSPITALITY OUTLET.............................................................................................................11
4.3. FOLLOWING GUIDELINES ON THE STAGES OF STAFF CONSULTATION
NECESSARY FOR EFFECTIVE IMPLEMENTATION OF QUALITY SCHEME WITHIN A
HOSPITALITY OUTLET.............................................................................................................11
4.4. NEW SYSTEMS OR MODIFICATIONS TO EXISTING SYSTEMS TO IMPROVE
SERVICE QUALITY IN THE HOSPITALITY INDUSTRY......................................................12
CONCLUSION..............................................................................................................................13

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INTRODUCTION
In hotels and spas, new organizations have different environmental settings as compared to the
traditional organizations. The new features include the spa dreaming centers, which in most
organizations are preserved for customers who have attained the age of 16 years and above.
Balancing a service organization’s productive capacity and demand is an important part of
attaining business success. The fact that numerous companies experience higher demand than
their productive capacity is a challenge that hinders its success in its market performance.
1.1. BUSINESS DEFINITION OF QUALITY IN TERMS OF BUSINESS AND SERVICE
PROVISION.
The quality of a product refers to the degree of perception to which the service meets what the
customers expect. There is no specific meaning of this term unless the product is related to a
certain function. Quality is often concerned with perception of the people using the product. The
meaning of this term has develop over a long period of time.
According to ISO 9000, quality refers to the degree in which a certain characteristic which is
inherent meets the requirements of its users. The American Society for Quality refer to quality as
a subjective which each and every individual has his or her own meaning. According to the six
sigma rule, quality refers to number of defects per million opportunities.
1.2. PROCESS OF INSPECTION AND ASSURANCE WITHIN THE HOSPITALITY
INDUSTRY.
Diverse procedures are utilized as a part of examination and confirmation of value. Some of
them are given beneath:

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Quality Planning: It is the procedure which decides how to fulfill the specific quality models by
recognizing the quality principles alongside the items and administrations which deliver in the
association. It recognizes the strategies, norms, item depictions and so on. At that point to
confirm the present quality levels and to find the hole between the distinguished quality
measures and current circumstance, it utilizes benchmarking, money saving advantage
examination, flowcharts and configuration test strategies .In the last stage it build up quality
administration design, agendas and contribution to different procedures.
Quality Assurance: It is where frequently general generation execution is assessed and it likewise
guarantees the creation's understanding regarding quality principles. Quality Assurance is the
stray pieces of effectively running any inn. Indeed, even the best and proficient money related
director in the business won't satisfy their actual potential if their item quality and
administrations are not seen as a basic establishment of achievement. For assessing general
creation execution quality arranging devices, strategies and quality reviews are utilized.
Quality Control: Here items and administrations are observed to decide whether they fit in with
related quality gauges and to expel the poor execution of the creation strategy, distinguishing is
the way. In the wake of checking, to recognize poor execution of the generation procedure
quality control techniques for assessments, pareto graphs, control diagrams, flowcharting, factual
examining, and pattern examination are utilized. After ID of the issue enhancements are finished
by evolving plan, ding revamp and so on as quality advance choices of value control plot.