Hospitality Operations Management Assignment

Hospitality Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
AC1.1: Analyse the nature of hospitality product and service areas......................................1
AC1.2: Evaluate the different influences affecting patterns of demand within hospitality
operations...............................................................................................................................2
AC1.3: Compare customer profiles and their differing expectations and requirements in
respect of hospitality provision..............................................................................................2
AC1.4: Analyse factors affecting average spending power (ASP) in hospitality businesses.3
AC2.1: Evaluate the key stages in product and service development applied within a
hospitality operation...............................................................................................................3
AC2.2 Analyse the features which contribute towards the customers’ perception of products
and services............................................................................................................................5
AC2.3 Assess the opportunities and constraints affecting product and/or service development
within a hospitality environment............................................................................................5
AC2.4: Evaluate different merchandising opportunities for hospitality products and services..6
TASK 2............................................................................................................................................7
AC3.1 (a) Evaluate different methods of pricing taking into account additional pricing
considerations.........................................................................................................................7
AC3.1 (b) Which of these methods is not applicable in selected organisation and justification 7
AC3.2: Assess the factors which affect revenue generation and profitability in hospitality
operations...............................................................................................................................7
TASK 3............................................................................................................................................8
AC4.1 Apply a range of performance measures and appraisal techniques to individual aspects
of hospitality operations, the product and the whole operation..............................................8
AC4.2 Determine the usefulness and limitations of the various quantitative and qualitative
appraisal techniques and their application to hospitality operations......................................9
AC4.3 Apply approaches to business analysis, evaluation and planning appropriate to
hospitality operations..............................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

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INTRODUCTION
Hospitality operations management refers to a process which deals in the industry
providing services. It helps in developing skills and providing proper training to people working
in hospitality sector like hotels, resorts, tourism sector etc. By proper training, people are
provided knowledge about how to manage the different areas included in hotels like front desk
operations,food, housekeeping etc (Alexakis, 2011). This report discusses about Hilton Hotels
and Resorts. It is a global brand which has its hotels all over world. The company was founded
by Conrad Hilton. Basically,report is going to discuss about nature of services provided and
factors influencing their demand. Also,involving key stages, opportunities and different pricing
strategies affecting hospitality industry.
TASK 1
AC1.1: Analyse the nature of hospitality product and service areas
Hospitality industry is considered as a wide portion of services industry which involves
services like travelling, event planning, accommodation, transportation etc. Main objective of
this industry is to provide high class services to the customers in order to satisfy them at high
level. In relation to Hilton Hilton, this company belongs to hotel industry which offers different
services like conferences, accommodation, room services, entertainment and banqueting etc. It
can be said that operation manager of Hilton Hotel is required to perform various job roles in
within the hotel in order to meet satisfaction level of its customers (Bartram and Dowling,
2013). For this, operation manager of this Hotel is mainly focusing below described as below: Tangible- It is considered as those services which which can be seen or felt by
individuals. It can be said that tangible services in hotel includes room services facility,
appropriate infrastructure, well managed dining space area etc. In context to Hilton Hotel,
the company is availing best tangible services to its customer in rooms as well as other
areas. For example: Hilton Hotel is providing effective services like air conditioner, room
services etc. to its customers which attracts them to remain loyal with the company for
longer period. Intangible- Intangible services are not visible as they can only be felt by the customers
or the user. In relation to hotel industry, Hilton hotel offers variety of intangible services
to its customers like conferences, banqueting etc. to its customers.