Hospitality Operations And Management
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Added on 2020-10-22
Hospitality Operations And Management
Added on 2020-10-22
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Hospitality Operations And Management
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1 ...........................................................................................................................................31.1 Analyse the nature of hospitality product and service areas.................................................31.2 Different influences affecting patterns of demand................................................................41.3 Customer profiles and expectations in context with hospitality...........................................41.4 Factors affecting spending power in hospitality businesses.................................................5TASK 2............................................................................................................................................62.1 Key stages in service and product development...................................................................62.2 Features which contribute towards the customer's perception of services and products......62.3 Constraints and opportunities affecting service and product development..........................72.4 Various merchandising opportunities for hospitality products and services........................8TASK 3 ...........................................................................................................................................93.1 Different method of pricing by consider additional pricing..................................................93.2Assessment of element which affect profits and revenue in hospitality sector......................9TASK 4..........................................................................................................................................104.1 Application of various performance measures and appraisal techniques...........................104.2 Effectiveness of qualitative and quantitative techniques of appraisal and their applicationto hospitality operations............................................................................................................114.3 application of approaches to business analysis appropriate to hospitality operations........12CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................13
INTRODUCTIONIt defines the interrelation between a visitor and host furthermore, it is a service in whichfacilities are provided to the visitors and guests in this facilities includes food, drink, safety andsecurity of clients. Whereas, operations management is a maintenance of business activities in afirm which is done by the managers for getting effectiveness in their work. Hospitality sector isthe fastest growing sector in United Kingdom. Present assignment is based on Hilton hotel andresorts which has a huge brand image in hospitality sector and it was founded in 1919. Now ithas more than 570 locations across the world which maintains their strong market presence in theservice sector. This report includes demand pattern of customers and various elements whichinfluences the individuals and stages of developing product. In addition to this, importantfeatures which are essential for making perception of customers. Constraints and opportunitieswho affects the product development are discussed in this report.TASK 1 1.1 Analyse the nature of hospitality product and service areas.Products are defined as offering of a firm which includes tangible features and providesto their customers in order to get satisfaction from them. For getting atonement from thecustomers and satisfy their needs and demands it is necessary for a firm to make a product withuniqueness and effective. In the case of hospitality sector, hotels provides the individuality infood and beverages. All these products are perishable in nature. Nature of products and serviceswhich are provided by Hilton hotel are further explained as under:Perishable – Food and beverages can't be stored for a long time so, they are notperishable in compare of other products in hospitality sector (Schniederjans, 2013).Tangible and intangible elements – Services which are provided to guests in hospitalityindustries they are consisting two aspects it includes tangibility and intangibility of a product.Tangibility in services can be defined as indoor or outdoor designing of hotel, tools which hotelusage to function its clients, atmosphere of hotel which is visible to the customers. Whereas,intangible defines the reliability of customers and staff members, customer react, empathy,sensuality and all those features which is not visible to end users.Service areas: There are various areas where Hilton hotel has to offer services to itscustomers in effective way. It includes food and beverage, room division for various type of
visitors, conference hall for group meeting, banquet services which assists individuals to arrangehuge programmes such as breakfast or lunch.1.2 Different influences affecting patterns of demand.In hotel industries there are various expectations of customers which are modifiedaccording to time, Therefore, hotel industry can not provide the same type of services for longtime period. There are various elements which affects the demands of customers in big way so, itcan be better understood by following parts:Seasonality: it is a major element which gave a huge influence on the pattern of demandof clients. Major customers of Hilton hotel are hikers or climbers and in most of the cases thistype of customers do come in worm season. Due to which the demand is increases than otherseasons (Chen, 2012).Time of the week – there are various customers who come in the Hilton at weekendssuch as couple and youngsters. So, it also hikes the demands in the Hilton hotel and resorts.Healthy living- Visitors who are more concerned about their health and their familymember's health. They also choose that hotel where they get all facilities and services ofsanitation. Therefore, this type of perception of individuals affect the demand of the customersand also affect their choice of hotel.Economic factors: it is an important factor which gave a huge impact on the demand ofclients. If there are any kind of national and regional crisis happens that influences on thedemand pattern of customers. Furthermore, it also affects the change in income level ofcustomers.1.3 Customer profiles and expectations in context with hospitalityCustomer's profile of every hospitality industry changes according the expectations anddesires of customers. It is very essential to an organisation to provide the same services whichare expected from the clients. Due to which, firm can retain them in near future time. There aresome expectations profile of customers in Hilton hotel they are as under:Type of hospitality business: In hospitality sector, there are basically three types ofbusinesses such as accommodation, food and drink, and tour and travels. In the context of Hilton,they are providing accommodation to their customers so visitors come here and fulfil theirrequirement of accommodation.
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