Hospitality Operations Management

Hospitality Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
1.1 Nature of different hospitality product and service areas.................................................3
1.2 Different influences affecting patterns of demand within hospitality operation ............4
1.3 Compare customer profiles and their different expectation and requirements ................4
1.4 Analyse factors affecting average spending power in hospitality businesses .................5
TASK 2............................................................................................................................................5
2.1 Key stages in product and service development applied within a hospitality operation 5
2.2 Features which contribute towards customers perception of product and service ..........6
2.3 Opportunities and constraint affecting product and service development within a
hospitality environment .........................................................................................................6
2.4 Different merchandising opportunities for hospitality products and services .................7
TASK 3............................................................................................................................................7
3.1 Different methods of pricing in hospitality sector ...........................................................7
3.2 Factors which might affect revenue generation and profitability.....................................8
3.3 Appropriate structure and approach.................................................................................9
TASK 4............................................................................................................................................9
4.1 Application of different appraisals techniques to new product and service of Starwood 9
4.2 Effectiveness of all qualitative and quantitative appraisals techniques used by Starwood10
4.3 Approaches to business analysis, evaluation and planning appropriate to hospitality
operations.............................................................................................................................11
CONCLUSION .............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Hospitality operation management is a field which relate with managing, controlling and
coordinating the functions and operations of hotel sections related to room division department
namely reception, rooms, laundry services, quality customer service, safety procedure of hotels
and so on. (Borges and Gustavo, 2015). In regard of this project, Starwood Hotels has been
considered which is a subsidiary of Marriott Hotel, US and it is established in the year of 1995. It
is headquartered at US, and deals into hotels, resorts serving across the globe. In this study, it
involves nature of various hospitality product and service, different influences that impact
demand patterns, comparison of customer profile with its expectation and requirements.
Moreover, evaluating the factors affecting over spending power, stages of product and service
development, opportunities that affect company's growth and development for attaining
improved proficiency ratio. Moreover this report covers performance appraisal techniques and
effectiveness of qualitative and quantitative appraisal techniques.
1.1 Nature of different hospitality product and service areas
Hospitality division is concern with those field which encompasses restaurants, hotels,
casinos, parks, amusements, events and many more with an aim of acquiring high level of
customer satisfaction by rendering best quality of product or service. (Espellita and Maravilla Jr,
2019). Therefore, based on various criteria, the nature of Starwood Hotels product and services
are as follows:
Perishable: Due to this nature, Starwood minimise the wastage of products within its
product line that aid them to improve overall performance. Therefore, Starwood's manager take
an attempt to keep their food in a safe and hygienic place that lead them to maintain positive
perception in customers mind set.
Service Areas: However, in relation to Starwood it main type of service areas are room
division for customers, food and beverage services conference hall for meetings, discussion and
banqueting system which enable consumer to organise or conduct big feast or party in a better
manner (Etemad-Sajadi, 2018). Thus, Starwood's superior makes an effort to adopt all innovative
and impressive facilities which help them to attract large number of population towards their
brand

Therefore, proper management of product and service enable Starwood to achieve high
rate of growth in its new decision plan i.e. enlarging its product or service in a various countries
1.2 Different influences affecting patterns of demand within hospitality operation
There are various factors through which consumer demand varies and it is discussed
below:
Seasonality: However, in regard of Starwood, its major proportion of customers are
ramblers, climbers, middle class income group, adults, youngsters and so on. However, these sort
of guest usually arrives during the warm season in order to satisfy their need in an efficacious
manner. That is why, Starwood's demand increases at rapid rate in warm season in compare to
other seasons for which they render best and high quality of commodity and services in order to
retain existing consumers for longer period of time (Kizildag, 2015).
Healthy living: However, Starwood takes an initiative in maintaining its working
environment healthy and hygienic so that targeted population can acquire positive response about
company. Moreover, Starwood render safe and clean sanitation facility which help them to
acquire amended level of sales growth and productivity ratio.
Economic factors: Hence, in context of Starwood, during the period of fluctuation in
country economy, it superior makes an effort to reduce the price of its product and services so
that they can capture the wide range of population towards their brand in a impressive style.
With the help of such actions, firm can cope up with current and upcoming competition or threat
in an improved manner without nay obstacle.
Henceforth, these factors has direct impact over Starwood productivity as well as
customer's demand. Therefore, proper analyses of industry and taking corrective course of action
help Starwood to attain sustainable growth and profitability ratio among competitors.
1.3 Compare customer profiles and their different expectation and requirements
Based on different expectation and requirements, Starwood develop customer profile
which is explained below:
Type of hospitality business: Starwood is known for accommodation services or lodging
facilities. Therefore, customers prefer Starwood for gaining best accommodation facility and
services that benefit company to enlarge its productivity ratio(Legget and et.al., 2014).