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The role of customer expectations and requirements in operating hospitality businesses

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Added on  2021-01-01

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HOSPITALITY OPERATIONS MANAGEMENT TABLE OF CONTENTS INTRODUCTION 3 TASK 13 1.1 Analysing the nature of hospitality product and service areas3 1.2 Evaluating the different influences affecting patterns of demand within hospitality operations 4 1.3 Comparing customer profiles and their differing expectations and requirements in respect of hospitality provision5 1.4 Analysing factors affecting average spending power (ASP) in hospitality businesses 5 2.1 Evaluating the key stages in product and service development applied within a hospitality operation 6 2.2 Analysing the features

The role of customer expectations and requirements in operating hospitality businesses

   Added on 2021-01-01

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HOSPITALITYOPERATIONSMANAGEMENT
The role of customer expectations and requirements in operating hospitality businesses_1
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Analysing the nature of hospitality product and service areas.........................................31.2 Evaluating the different influences affecting patterns of demand within hospitalityoperations...............................................................................................................................41.3 Comparing customer profiles and their differing expectations and requirements in respectof hospitality provision...........................................................................................................51.4 Analysing factors affecting average spending power (ASP) in hospitality businesses....52.1 Evaluating the key stages in product and service development applied within a hospitalityoperation.................................................................................................................................62.2 Analysing the features that contribute towards the customers’ perception of products andservices...................................................................................................................................72.3 Assessing the opportunities and constraints affecting product and/or service developmentwithin a hospitality environment............................................................................................72.4 Evaluate different merchandising opportunities for hospitality products and services....8TASK 2............................................................................................................................................93.1 Evaluating different methods of pricing taking into account additional pricingconsiderations.........................................................................................................................93.2: Assessing the factors which affect revenue generation and profitability in hospitalityoperations ............................................................................................................................10TASK 3..........................................................................................................................................104.1 Applying a range of performance measures and appraisal techniques to individual aspectsof hospitality operations, the product and the whole operation............................................104.2 Determining the usefulness and limitations of the various quantitative and qualitativeappraisal techniques and their application to hospitality operations....................................114.3 Approaches to business analysis, evaluation and planning appropriate to hospitalityoperations.............................................................................................................................12CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................14
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INTRODUCTIONHospitality industry is very wide industry which includes hotel, restaurants,accommodation etc. It is very important for them to manage their operational managementeffectively as this can have a huge impact on their business. Present report will focus on TheArch London which is a five star hotel in United Kingdom. This assessment will explain aboutproduct and services of hospitality sector, different influences which affects patterns of demandwithin hospitality operations, customer profiles and their differing along with and averagespending power (ASP) in hospitality businesses in this report. Further, this will also focus ondifferent methods of pricing strategies. Various range of performance measures and appraisaltechniques, usefulness and limitations of the quantitative and qualitative appraisal techniques andtheir application to hospitality operations is also being discussed in the last section of the report.TASK 11.1 Analysing the nature of hospitality product and service areasFor a hospitality industry, it is very essential to have all the facility which is required ormust for them in order to perform their duties well in the industry. There are various types ofservice market which is offered in the hospitality sector such as perishable, tangible/intangible,and inseparable elements respectively (Kessman and McCauley, 2016). Here is discussed thebasic nature of hospitality industry: Perishable Element: The service of hospitality industry are perishable which can not bestored for future purpose such as hotel room services of The Arch London. Tangible or intangible Element: These elements are those services which customers areable to see. For example, in hospitality sector, when books a room in a hotel, firstcustomer goes through the room and its services before booking it (Robinson and et. al.,2016). Whereas, intangibility are those services which can not be touched or seen beforebooking or taking it. For example, when a customer books a flight, he/she is not able tosee the flight or his seat as well. Inseparable Element: This means that customers are part of the product. In mosthospitality services, both the service provider and the customer must be present for thetransaction to occur so as The Arch London's. Services are provided by people who then assume an importance in the service industry.For The Arch London, it is very essential to perform their duty with perfection in order to
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enhance their performance in the industry (Xu and Gursoy, 2015). There are various serviceswhich is offered by The Arch London such as:Room services,Food and beverages, which includes restaurant and bar service,House keeping service,Conference and Banqueting etc.1.2 Evaluating the different influences affecting patterns of demand within hospitality operationsIt is very essential for any organization in the hospitality industry to operate theirbusiness with the current trends as this will help them in increasing their business and to attractmore customers to buy their services (Xu and Gursoy, 2015). There are various factors that areresponsible in affecting the demand pattern in the organization such as: Seasonality: This has a huge impact on the hospitality industry as it can influence theirbusiness activities. For example, for The Arch London, they have so many customersduring the time of winters as at that time, there are so many tourists who come to visitLondon. Timeavailability: This is also an important factor which should be considered verycarefully by the organization. There are many customers who prefer some specific timefor their check in and check out time, so they should be flexible in that demand as it canaffect their business (Robinson and et.al., 2016). Economic Factors: This factor can have a huge impact on their business as economicfactors can impact on their tourists and can reduce the rate of tourist as well. One of themajor impact was the Brexit which has affected their business a lot. Cultural, regionalandethicalconsideration: To operate their business successfully, itis very important ton consider very carefully the cultural, regional and ethicalconsideration of their customers. Environment: Providing a good and healthy environment to their customers can helpthem in improving their performance and this result in better outcome and revenue fromthe business.
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