Hospitality Operations Management (Docs)

Hospitality Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analyse the nature of hospitality product and service areas.................................................1
1.2 Evaluate the different influences affecting patterns of demand within hospitality
operations....................................................................................................................................2
1.3 Compare customer profiles and their differing expectations and requirements in respect of
hospitality provision....................................................................................................................3
1.4 Analyse factors affecting average spending power (ASP) in hospitality businesses............4
2.1 Evaluate the key stages in product and service development applied within a hospitality
operation......................................................................................................................................5
2.2 Analyse the features which contribute towards the customers’ perception of products and
services........................................................................................................................................6
2.3 Assess the opportunities and constraints affecting product and/or service development
within a hospitality environment.................................................................................................7
2.4: Evaluate different merchandising opportunities for hospitality products and services.......7
TASK 2............................................................................................................................................7
3.1 Evaluate different methods of pricing taking into account additional pricing considerations
.....................................................................................................................................................7
3.2: Assess the factors which affect revenue generation and profitability in hospitality
operations....................................................................................................................................8
TASK 3............................................................................................................................................8
4.1 Apply a range of performance measures and appraisal techniques to individual aspects of
hospitality operations..................................................................................................................8
4.2 Determine the usefulness and limitations of the various quantitative and qualitative
appraisal techniques....................................................................................................................9
4.3 Apply approaches to business analysis, evaluation and planning appropriate to hospitality
operations, making proposals for action.....................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality management is that study of developing relationship between guest and
manager the hospitality industry has different parts in the service industry that includes lodging,
restaurant, event planning and other sector in this industry. The report is based on Hilton hotel
which is global brand of full services provider hotels and resorts to the guests (Alexakis, 2011).
The main purpose of this assignment is to analyse the nature of hospitality products and services.
There are various types of customer profile and their expectation which are analysed as per their
average spending services in the hospitality sector. Along with this, there are different
opportunities for hospitality products and services that are evaluated in this report.
TASK 1
1.1 Analyse the nature of hospitality product and service areas
In hotel business, the products and goods can be food and beverages. All such products
are very much perishable in nature. Thus, it is based on different criteria, the nature of Hilton
hotel's hospitality products ad service areas are described as under:
Perishable – The perishable refers to that services which can not be stored sale in the
future. In Hilton hotel, they are serve various food items to their customers that can be stored for
future selling.
Intangibility – It is refers as that services which can not be touched or seen. They are
used for evaluated or measured by customer satisfaction. As Hilton hotel provide the spa services
or facilities to their customers that is intangible in nature.
Inseparability – These are such services which can not be separated from an individual
who is providing it. The goods and services produced in the hotel have to be consume at hotel
only as one can not take such facilities at home for later consumption (Bartram and Dowling,
2013).
The Hilton Hotel provides different services or facilities to their customers which are
described as under:
Room divisions – The rooms are prominent part of hotel. As the department of rooms
should be according to their customer requirements. In Hilton hotel, the room division are fully
based on occupancy such as single and double occupancy, couple friendly room, sea side room,
balcony view rooms are exist for the customers.
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