(Doc) Hospitality Operations Management

HOSPITALITY
OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P 1.1 Nature of products and services in hospitality industry......................................................1
P 1.2 Factors That Affects The Demand Of The Customers.......................................................2
P 1.3 Customer Profile And Different Expectations....................................................................3
P 1.4 Factors that affects average spending power(ASP)............................................................3
TASK 2............................................................................................................................................4
P 2.1 Key stages in product and service development and features that contribute towards the
customer perception.....................................................................................................................4
P 2.2 Various Possibility And Restriction That Impact the New Product And Service
Development ...............................................................................................................................5
P 2.3 Various merchandising opportunities.................................................................................5
TASK 3............................................................................................................................................6
P 3.1 Different methods of pricing..............................................................................................6
P 3.2 Factors that impact the revenue generation and profitability.............................................6
TASK 4............................................................................................................................................7
P 4.1 Various Performance Measure And Appraisal Techniques................................................7
P 4.2 Effectiveness Of Quantitative And Qualitative Appraisal techniques...............................8
P 4.3 Approaches That Are Appropriate For Business Analyses And Planning Of New Product
And Development........................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Marriott is an international hotel company hardhearted in Washington D.C. that handles and
provide various services and products like lodging services, recreational, and travel and tourism
services etc. However, this report will highlight the nature of products and services of hospitality
industry which is inclusive of perishability, intangible, inseparability etc. Further, the project will
outline the factors that impact the demand pattern of the customers like seasonal factor,
weekends, healthy surroundings and economic factor (Hiassat, Diabat and Rahwan, 2017).
Moreover, the report will frame about the customer requirement and profile which is inclusive of
food and beverages, pricing and different services. On the other hand, the assignment will
comment on the factors that affect average spending power of the customers like size o income,
status, economic factor etc. Further, the report will highlight about the key stages of new product
development undertaken by the Marriott hotel and along with that it will highlight the features
that will influence the customer perception towards the products and services. Moreover, the
assignment will frame about the various opportunities and restrictions that will affect the new
product and development of the company. On the other side of the report, it highlights the
various pricing strategies that are followed by the company to increase its revenue and sales.
Eventually the project will highlight the various appraisal and performance techniques for new
products and services.
TASK 1
P 1.1 Nature of products and services in hospitality industry
The hospitality industry is an area that put focus on customer requirements at the same time
offering luxuriousness services and products referring to lodging, food and beverage offerings,
and tourism and tour (Riemer and Johnston,2017). However, there many services that are
provided by the hospitality industry which encompasses of housekeeping services, restaurant
services, event planners of hotels, waiter or waitress services, chef and bartender, cleaning
services, proper management services etc.
Moreover, Marriott is an international hospitality company that provide diversified
services and products to its customers which includes in accommodation section hotel provide
various types of services like deluxe rooms for luxurious customers, business rooms for
businessman, premium suit for high class clients etc. Further, the hotel also provides ATM
facilities within their hotel area and also provides swimming pool services for different aged
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individuals like for children they have separate swimming pool and for elders they have different
separate pools. Moreover, the hotel provide the cafe services like crossroads cafe, Marriott cafe,
pastry shops etc. and along with they provide fitness and retreat spa services to its customers.
However, the services and the products are of different nature like some are perishable,
intangible, inseparability etc.
Perishable: The meals of the hotel and beverages at pubs and cafes of the hotel are
perishable in nature which means they cannot be consumed or stored for the next day as they are
not durable for longer period.
Tangible and Intangible: Services of the hotel industry are industry in nature like foods
and beverages that are consumed by the customer are cannot by touched and smell after they
have consumed it as they provide them satisfaction and it also includes behaviour of staff
towards the customer like empathy, flexibility etc. On the other hand, there are various tangible
services within the hotels like hotel interior and exterior design, hotel ambience, various tools of
hotels etc (Sun and Lin,2019).
Inseparability: The products and services of the hotel industry are inseparable that means
production and consumption of hotel services are inseparable i.e. the consumer experience the
services' of hotel then and there only, they cannot consume the food or experience the service by
taking it at their homes. Thus, they can just take good memories and experience with them.
P 1.2 Factors That Affects The Demand Of The Customers
The demand in the hospitality industry does not remain same all over the month or year, thus it
changes due to many factors like seasonal or vacations.
Seasonal :Moreover, the demand pattern of customer for Marriott hotel changes
according the facilities offered by the hotel like they provide separate swimming pools for
children and elders, thus, the families with their children visit the hotel during vacations etc.
However, the Marriott hotel retreat spa services for customers which increase its demand in
summer holidays where people want to get relax from their work and they visit the hotel.
Weekends:Further, the hotel provide various accommodation facilities on weekends for
the couple as most of the families and couples spend their weekends at hotel for relaxing, thus,
due to such accommodation facilities the demand pattern of customers toward the hotel
increases.
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