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Hospitality Operations Management (Doc)
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Added on 2020-12-09
Hospitality Operations Management (Doc)
Added on 2020-12-09
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Hospitality OperationsManagement
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Nature of different hospitality product and services area.....................................................31.2 Different influences affecting patterns of demand within hospitality operations ............41.3 Customer profile with different expectation and requirements.............................................41.4 Average spending power in hospitality business..................................................................5TASK 2 ...........................................................................................................................................52.1 Key stages in product and service development applied within a hospitality operation ......52.2 features which contribute towards the customers’ perception of products and services......62.3 Opportunities and constraints affecting product and service development..........................62.4 Merchandising opportunities for hospitality products and services......................................6TASK 3............................................................................................................................................73.1 different methods of pricing taking into account additional pricing considerations.............73.2 Factors affect revenue generation and profitability in hospitality operations.......................7TASK 4............................................................................................................................................84.1 Different performance measures and appraisal techniques to individual aspects ofhospitality operations..................................................................................................................84.2 Effectiveness of different quantitative and qualitative appraisal techniques and theirapplication to hospitality operations...........................................................................................94.3 Application of approaches appropriate for operations in hospitality industry....................10CONCLUSION..............................................................................................................................10REFERENCES..............................................................................................................................11....................................................................................................................................................12
INTRODUCTION Hospitality firms offer entertainment of guest or visitors which relate with travel andservices, food and accommodation. Major motive of hospitality is to provide various services totheir customers such as resort and casino, restaurants etc. It involve relationship between clientand hotel. In today era there are large of people travel to different places for exploring new areasand to experience leisure time which determine that from several past years tourism industry isgrowing in whole world (Bramwell, and Lane 2012). This present assignment contain theinformation about Marriott which is multinational hotel that provide hospitality services to itscustomers. This report covers several products and services that relate with hospitality sector.Along with this customer expectation that are relate with journey and requirements that areneeded by hotel industry to satisfy the need or demand of customer is mention. TASK 11.1 Nature of different hospitality product and services area.In hospitality sector customer buy service rather than to purchase products everystakeholder that relate with this sector provide specific service to their guest. Nature of productand service is mention as follow:Intangibility- Services that provide by hotel are mostly intangible such asaccommodation and lodging, travel and tourism etc. this are only experienced by guest. In caseof Marriott London they provide this services with inferior quality it help customer to consumeand experience this service comfortably (Bramwell, 2013). Inconsistency- Services are not same every time they are differ so it cannot bestandardise even if service supplier is same, there is change in taste or delivery time that providedifferent experience to its customer. Inseparability- In hospitality sector the service provider contain unique characteristic todeliver their service to its customers. So it cannot be separated from the service provider whichprovide inseparable nature to its customers. Like Marriott they provide similar services to itsguest in all its chained hotels such as positive environment.
Nominal time to deliver food- It is essential for each hotel that they provide healthy foodto its customers with in minimum time period without comprising with quality. For this cookingteam of Marriott keep their kitchen environment hygiene so they provide better food to guest. 1.2 Different influences affecting patterns of demand within hospitality operationsSome factor that affect demand of hotel to manage their operation are differ from eachother. It include specific day of week, peak time and fashion etc. some points for this sector aremention as below:Negative demand- It is essential for service sector to create awareness about theirproduct. It help to create positive response for their existing customers and to attract newpotential buyers. In case of Marriott hotel it is necessary for them to formulate strategy thatcreate positive demand for their guest (Bryman, 2017).No demand- In service sector if people are unaware about product then company has toface loss for and management find difficulty to manage its operations. So in this case marketingteams of Marriott promote campaign and develop communication channel which help to interactwith guest and to understand their needs quickly.Latent demand- It is not possible that singular product or service satisfy all needs ofcustomer. To overcome from this problem management of Marriott hotel analysis the gapbetween what resources are available inside company and what are desirable by their customers. 1.3 Customer profile with different expectation and requirementsEach and every customer has some different expectation and requirement that depend ontheir behaviour. This task cover some expectation of guest which are mention as follow:Types of business- In hospitality sector there are mainly three type of business whichinclude travel and tourism, food and beverage and accommodation. In this Marriott hotel is bestas they provide better accommodation services to its customer as it work strength for company(Duval, and Smith, 2013). Pricing consideration- Most of the customer that visited in hotel are youth and families.For big hotel such as Marriott it is essential that they provide best services to its customersas they are not price conscious but they are concerned for service.Meal experience – In big hotel it is necessary that customer get good food as it beneficialfor satisfying their needs. Like in this case celebrities and sport person came to stay in hotels soit is essential for management to include light and healthy food which satisfy need of customers.
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