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UNIT 12 Task 1: Report on Economic and Operational Criteria of Hospitality Operations Management

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HOSPITALITY OPERATIONS MANAGEMENT (UNIT 12) Task 1: Report [LO1, LO2] 4 Introduction 4 LO1: Economic and operational criteria of hospitality processes 4 AC1.1 Hospitality products and services 4 AC1.2 Demand patterns [M1] 5 M1: Strategies 5 AC1.3 Comparison of customer profiles, requirements and expectations 5 AC1.4 Parameters affecting average spending capacity 6 LO2: Product development in hospitality environments 6 AC2.1 Stages in service and product development 6 AC2.2 Contributing features towards customer perception [M2,

UNIT 12 Task 1: Report on Economic and Operational Criteria of Hospitality Operations Management

   Added on 2020-11-12

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HOSPITALITY OPERATIONS MANAGEMENT (UNIT 12)
UNIT 12 Task 1: Report on Economic and Operational Criteria of Hospitality Operations Management_1
Table of ContentsTask 1: Report [LO1, LO2].............................................................................................................4Introduction......................................................................................................................................4LO1: Economic and operational criteria of hospitality processes...................................................4AC1.1 Hospitality products and services.....................................................................................4AC1.2 Demand patterns [M1]......................................................................................................5M1: Strategies...........................................................................................................................5AC1.3 Comparison of customer profiles, requirements and expectations...................................5AC1.4 Parameters affecting average spending capacity..............................................................6LO2: Product development in hospitality environments.................................................................6AC2.1 Stages in service and product development......................................................................6AC2.2 Contributing features towards customer perception [M2, D1].......................................7M2: Application of appropriate techniques..............................................................................7D1: Critical reflection...............................................................................................................7AC2.3 Constraints and opportunities that influence product and service development [D2].....7D2: Responsibility and management of activities....................................................................8AC2.4 Merchandising opportunities............................................................................................8Recommendation.............................................................................................................................8Conclusion.......................................................................................................................................9Task 2: Questionnaire [LO3].........................................................................................................10LO3: Understand pricing and profitability concepts within hospitality operations......................10Introduction................................................................................................................................10AC3.1 Pricing methods and additional considerations..............................................................10Question 1..................................................................................................................................10a) Application of pricing and additional considerations........................................................10b) Lack of applicability of methods with justification.........................................................11AC3.2: Factors affecting profitability and revenue generation..................................................11Question 2..................................................................................................................................112
UNIT 12 Task 1: Report on Economic and Operational Criteria of Hospitality Operations Management_2
Effect of factors on profitability and revenue generation [M3].............................................11M3: Findings..........................................................................................................................12Conclusion.....................................................................................................................................13Task 3: Individual Research [LO4]...............................................................................................14Introduction................................................................................................................................14AC4.1 Performance and appraisal methods...............................................................................14AC4.2 Use, benefits and limitations of qualitative and quantitative appraisal techniques........14AC4.3 Business appraisal, evaluation and planning..................................................................15D3: Demonstration of convergent, lateral or creative thinking..............................................16Conclusion.................................................................................................................................16Reference List................................................................................................................................17Appendices....................................................................................................................................19Appendix A................................................................................................................................193
UNIT 12 Task 1: Report on Economic and Operational Criteria of Hospitality Operations Management_3
Task 1: Report [LO1, LO2]Executive summaryHospitality sector is a significant mode of revenue generation in the United Kingdom. Theinseparable parameters of hospitality services and products in Sheraton Grand are closely relatedto comfort and preferences of the customers. Visitors with purpose of business or commerce visitthroughout the year, with larger volumes in workdaysIntroductionHospitality industry is one of the considerable revenue generating sectors in the UnitedKingdom. This sector is further boosted by the prominence of domestic and international tourismprospects. The present report will shed light on hospitality operations in Sheraton Grand LondonPark Lane from the perspective of assistant operations manager. LO1: Economic and operational criteria of hospitality processesAC1.1 Hospitality products and servicesHospitality products and services involve perishable, inseparable, tangible and intangible genres.Perishable goods involve eatables, while tangible resources include food, souvenirs, lines that aremade available to the guests during the service period. Intangibility in Sheraton Grand is usuallyassociated with the services rendered to the customers, such as reception, valet and deliveryservices. Bowie et al. (2016) state inseparability demonstrates comparison of qualities amongservices and goods. Inseparability in Sheraton Grand enables complementary associationbetween goods and service provisions, such as sumptuous meals are often complimented withefficient steward services. The inseparable parameters of hospitality services and products inSheraton Grand are closely related to comfort and preferences of the customers. The rooms aredivided as per bedding needs, such as single, twin, queen size, king size and suites. Banquetfacilities provide extensive food and beverage that can be utilised during conference and publicceremonies. 4
UNIT 12 Task 1: Report on Economic and Operational Criteria of Hospitality Operations Management_4

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