Hospitality Operations Management System
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Added on 2020-10-05
Hospitality Operations Management System
Added on 2020-10-05
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Hospitality OperationsManagement
Table of ContentsINTRODUCTION...........................................................................................................................3.TASK 1 ..........................................................................................................................................3AC1.1: Analyse the nature of hospitality product and service areas......................................3AC1.2: Evaluate the different influences affecting patterns of demand within hospitalityoperations...............................................................................................................................4AC1.3: Compare customer profiles and their differing expectations and requirements inrespect of hospitality provision..............................................................................................4AC1.4: Analyse factors affecting average spending power (ASP) in hospitality businesses. 5AC2.1: Evaluate the key stages in product and service development applied within ahospitality operation. .............................................................................................................5AC2.2 Analyse the features which contribute towards the customers’ perception of productsand services............................................................................................................................6AC2.3 Assess the opportunities and constraints affecting product and/or service developmentwithin a hospitality environment. ..........................................................................................7AC2.4: Evaluate different merchandising opportunities for hospitality products and services..7TASK 2 QUESTIONNAIRE...........................................................................................................8AC3.1 Evaluate different methods of pricing taking into account additional pricingconsiderations.........................................................................................................................8AC3.2: Assess the factors which affect revenue generation and profitability in hospitalityoperations. .............................................................................................................................9TASK 3 ...........................................................................................................................................9AC4.1 Apply a range of performance measures and appraisal techniques to individual aspectsof hospitality operations, the product and the whole operation..............................................9AC4.2 Determine the usefulness and limitations of the various quantitative and qualitativeappraisal techniques and their application to hospitality operations....................................10AC4.3 Apply approaches to business analysis, evaluation and planning appropriate tohospitality operations, making proposals for action. ...........................................................11CONCLUSION..............................................................................................................................12.REFERENCES.............................................................................................................................13
INTRODUCTIONThe administration of business practices that convert material & labour into goods andservices is known as operation management. It mainly takes into consideration the process ofplanning, organising and supervising of manufacturing and production. In the context ofhospitality, hotel operation management program provides business skills in broad areas such as;desk management, food & drinks management, etc. The hotel operation manager looks theoverall operations such as; housekeeping, security, food services, sales, recruiting newemployees, etc. The Hyatt Regency London, is the five start hotel that is situated on Portman Square incentral London, England. Its owner is Churchill Group and currently is operated by Hyatt HotelsCorporation. The report aims at analysing the nature of hospitality product, evaluating differentpatterns affecting demand and comparison of customer profiles with different expectations.Apart from this, it will cover factors influencing average spending power and the key stages inthe development of a new product. Further, it will evaluate different methods of pricing andapply range of performance appraisal techniques to individuals. .TASK 1 AC1.1: Analyse the nature of hospitality product and service areas.The Hyatt Regency London is located in London, which is operated by the ChurchillGroup. It has been determined that, the hotel consists of 400 rooms, its décor, facilities and in-house outlets references Sir Winston Churchill. Apart from this, its has dining restaurant, bar, 12functioning rooms on the ground & first floors. Further, it has been observed that hospitalityindustry has many features such as perishable, intangible, inseparable, guest satisfaction and soon. Intangible services in Hyatt Regency are those which cannot be seen or touched but canonly be felt. For example, services such as room services, housekeeping, accommodation, fitnessroom etc. Perishable services are those which are not permanent and vanishes after customersreceives it (Bahmani-Firouzi and Azizipanah-Abarghooee, 2014).
AC1.2: Evaluate the different influences affecting patterns of demand within hospitalityoperations.Seasonality:- it has been determined that the hospitality industry is characterised byseasonality that plays a key role in measuring guest behaviour towards Hyatt Regency. Inother words, tourists are attracted more during festive seasons i.e. December rather thanother seasons and therefore, it affects the demand within the hotel. Cultural factors:- it is the culture of various customers which decide their behaviour ofstaying in a hotel and acquiring its services. As an important part of service industrywithin hospitality, culture play a vital role in increasing demand within hotel operations. Increased emphasis on health and well-being:- in this world of healthy eating and healthyliving, guests in hospitality industry are taking charge of their health and Hyatt hotel musttake this point into consideration. AC1.3: Compare customer profiles and their differing expectations and requirements in respectof hospitality provision.It has been observed in past few years that customer satisfaction has become a vital partof hospitality industry. The only reason Hyatt Regency Hotel can hold its customers is throughtheir satisfaction which means the higher the level of satisfaction of tourists the higher are thechances of them to stay loyal for longer time. Types of customers Spending power Different expectationsBusiness travellers They are concerned with moreconvenient location rather thanprice. They travel for attendingmeeting, presentations, etc. Forthem Hyatt Regency keepsoccupancy at weekends. Groups Groups are generallyconcerned with entertainmentand they are less pricesensitive. The sales manager in HyattRegency targets this segmentby placing together a packageof lodging & meals (DeNisiand Smith, 2014). Leisure They prefer to spend as muchas they wish. They prefer safe & securehotel and families are attractedmore towards those hotels with
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