Hospitality operations Management (Pdf)
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Added on 2020-10-22
Hospitality operations Management (Pdf)
Added on 2020-10-22
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HOSPITALITYOPERATIONMANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Examination of nature of hospitality product and service....................................................11.2 Evaluation of different elements which affects patterns of demand within hospitalityorganisation.................................................................................................................................21.3 Comparison in customer profiles and their expectations......................................................21.4 Analysis of factors which affects average spending power (ASP).......................................32.1 Evaluation of key stages in product and service development.............................................32.2 Features which assist in customers’ perception of products and services............................42.3 Analysis opportunities affecting product and service development.....................................52.4 Evaluation of different merchandising opportunities for hospitality organisation...............5TASK 2............................................................................................................................................63.1 Different methods of pricing.................................................................................................63.2 Elements which affects business organisation's profitability................................................6TASK 3............................................................................................................................................74.1 Performance measurement techniques for analysing performance of individual.................74.2 Advantage and disadvantage of different performance measurement techniques and theirimplementation............................................................................................................................84.3 Implementation of approaches for analysis, evaluation and planning business operationsand make its proposal..................................................................................................................8CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTIONHospitality industry deals in accommodation, dinning facility, open area for party, bar,banquet hall, etc. These are the facilities which are crucial in current era because role of traveland tourism is increasing in current scenario. These days people visit different places whichdifferent reasons such as business purpose, family trip, education tours, business visit, etc. Hencehospitality organisation has to make changes in their services as per purpose of consumers. Thereare many departments which are working in order to provide best services to consumer. This isrelevant for making good brand image in hospitality industry (Anderson and Xie, 2010). In thisreport, there is discussion of Hotel Crowne Plaza. This hotel serve in different parts of country asper demand of consumers, this report covers nature of product and services served by hospitalityorganisation, different elements which affects demand of consumer, comparison in consumerprofiles and expectation, factors affecting average spending power, stages to develop newproduct and services, contribution towards customer, various merchandising opportunities,different pricing strategies, factors which affects profits and revenues, methods of performancemeasurements and at last its advantages and disadvantages. TASK 11.1 Examination of nature of hospitality product and serviceIn hospitality organisation, there are many departments which provides different productsand services. Nature of product and services areas in Hotel Crowne Plaza are discussed as under-Perishable elements- Perishable elements means elements which gets decay soon. Theseelements has to be put within specified temperature to use for longer time. There are many foodand beverages which are of perishable nature. Hence such product has to be consumed soon.Tangible/ intangible elements- tangible elements can be seen and touched, whileintangible elements can not be seen or touched, they can only be felt. Ambience of Hotel CrownePlaza, cutlery, etc. are part of tangible elements, while serving style of waiters, courtesy of staffat Hotel Crowne Plaza are part of intangible asset (Chang, Gong and Shum, 2011). Inseparable elements- At hotel, there are some services which can be separated. Forinstance: ordering food and beverages at Hotel Crowne Plaza and serving of waiter can not beseparated. Secondly booking room means basic facilities such asked, television , bathroom, etc.can be separated. 1
Service areas- In hospitality industry, there are different services such as room services,house keeping, food and beverages, banquet halls, etc. which are part of services provided byHotel Crowne Plaza. 1.2 Evaluation of different elements which affects patterns of demand within hospitalityorganisationIn hotel industry, there are different factors which gets affects demand of consumer. It isresponsibility of managers of Hotel Crowne Plaza to analyse these factors and provide productand services to consumers. Some of the factors are as under-Seasonality- Season is one of the factor which affects demand of hotels. For instance: inwedding season, hotels are over crowded. In vacations, family, friends group bookings are more.Time of day/week- As comparison to week days, in week ends hotels are crowded. Thereare more advance bookings of open areas for kitty area. While in week days, there is booking ofconference hall for corporate bookings (Chon and Yu, 2012). Cultural, regional and ethnic values- Cultural values of consumer for main factor whichaffects demand for hotels and related services. Some people believe in healthy food andbeverages, hence these factors affects demand for hospitality services. Economic factors- Economic factor is most crucial element which affects demand forhotel services. For instance: person has low income, then they do not visit hotels regularly anddoes not want luxurious services. 1.3 Comparison in customer profiles and their expectationsIn Hotel Crowne Plaza, there are different parts of consumers which has differentdemand. As per their requirement, income status, etc. Some of the factors which createsdifference in profiles and demand of consumers are as under-Spending power- Spending power of consumer is directly related with income level. Forinstance: a reason which has good income they are ready to spend more at Hotel Crowne Plazabut at same time, they have high expectation.Types of hospitality business- There are many services which are provided by HotelCrowne Plaza such as accommodation, restaurant, space for meeting or party, etc. For instance:business person demands conference hall within sitting capacity of 100 persons. While at thesame time, friends group want good restaurant services with gaming zone and excellentambiance (Fantazy, Kumar and Kumar, 2010). 2
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