Hospitality Operation Management Report: Wembley International Hotel

This report provides a comprehensive analysis of hospitality operation management, using Wembley International Hotel as a case study. It begins by identifying the nature of hospitality service areas and products, examining factors influencing demand, customer profiles, and spending power. The report then delves into service and product development, including key stages, consumer perception, and merchandising opportunities. Pricing strategies, profitability factors, and performance measurement techniques are also discussed. The analysis covers various aspects of business planning, evaluation, and proposes actions. The report concludes with an overview of the hospitality industry's operational characteristics and provides a detailed analysis of Wembley International Hotel's operations.

Hospitality Operation
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Identify the nature of several hospitality service area and product. ................................1
1.2 Various affecting patterns of demand in context to the hospitality operations................2
1.3 Different profiles of customers and their requirements or expectations within the
hospitality provision...............................................................................................................2
1.4 Different factors which affects spending power in the hospitality business....................3
TASK 2............................................................................................................................................4
2.1 Key stages in service and product development applicable within the hospitality operation.
................................................................................................................................................4
2.2 Justify the features which contributes in the perception of consumer's towards goods and
services...................................................................................................................................4
2.3 Opportunities and affecting good and services development within the hospitality
environment............................................................................................................................5
2.4 Various merchandising opportunities for hospitality services and product.....................6
TASK 3............................................................................................................................................6
3.1 Several method of pricing taking in to the additional pricing account.............................6
3.2 Various factors which influence profitability and revenue generation within the hospitality
operations...............................................................................................................................7
TASK 4............................................................................................................................................8
4.1 Various measurement and appraisal techniques of performance in the person aspect of
hospitality...............................................................................................................................8
4.2 Importance of qualitative and quantitative appraisal techniques and their application to
hospitality operations..............................................................................................................8
4.3 Analyse the approaches of business, planing and evaluation to hospitalities operations and
proposal for action..................................................................................................................9

CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality operation management is an important part of every study. According to this
sector the hospitalities companies can apply different kind of operation in their industry so that
this process influence their function positively. In context to UK they are concentrating in the
hospital industry's activities so that they can easily apply new trends instantly. Industries related
to hospital sector offers several kind of food products to its people in order to make them happy.
This present report is based on Wembley International Hotel which is headquartered in UK,
London. This hotel provide lots of facilities such as free internet access, free on-site parking etc.
to their travellers and business persons (Altin, Koseoglu and Riasi, 2018). Apart form this report
will discuss about the economic and operational characteristics of hospitality operations, product
development, pricing and profitability concept. At last appraisal techniques to identify the
performance of operation within the company will get covered in this report effectively.
TASK 1
1.1 Identify the nature of several hospitality service area and product.
According to the hospitality industries, they provide different kind of food and beverages
items in a several ways. But their all food product and goods are very much perishable in the
nature. There are few services and product area of Wembley international hotel are listed below:
Perishable in nature: This type of food has limited shelf life and not refrigerated that's
why some times these foods are not perishable in the hospitality industry.
Tangible and intangible elements: With the help of this elements customer's can get
more satisfaction because tangible services depends on the outdoor or indoor designs which
influence customers of this hotel properly. Wherein, intangible elements based on the customer
feedback, confidence level and reliability which are not visible.
Service areas: This is the effective type of Wembley international hotel because
according to this type hotel provide lots of services to its people or customers like conference
rooms, parking areas, spacious rooms, front desk is open for 24 hours, laundry, dry cleaning
services and so on. All these services influence people in an effective manner.
Therefore, this can be said that this hotel provide different kind of services to their
customers in order to build strong relationship with them. On the basis of good facilities they can
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get higher satisfaction which helps this industry in order to expand their business in an effective
way.
1.2 Various affecting patterns of demand in context to the hospitality operations.
As per the modern scenario, every hotel or hospitality industries have different kind of
demand in order to accomplish their goals and objectives. That's every customers have several
kind of demand, those are given below:
Healthy living: According to the present days most of the customers are very much
conscious about their health for making better health they follow different kind of diet plan.
Therefore, Wembley international hotel providing good and healthy food to its customers in
order to get their satisfaction effectively.
Time of the week: It is kind of the different demand of customers in which they
concentrates on their weekends and holidays. In reference to this hotel industry they fulfil their
customer demand by providing them valuable package with affordable price.
Seasonality: As per this customers high on demand because this is the season in which
every customer have different kind of aspect from hotel like climbers, hikers, ramblers and so on.
In reference to the Wembley international hotel they provide good environment according to
customers so that this factor affects them in a positive way (Buhalis and Leung, 2018).
Economic factor: According to this factor customer demand is based upon the economy
condition but some times national or regional crises occurs than demand of customers
automatically decrease and they are not able to demand from hotel.
1.3 Different profiles of customers and their requirements or expectations within the hospitality
provision.
Customer profiles and their expectations are very much different. But in reference to the
Wembley international hotel they are trying to be fulfil customer's needs in order to satisfy them.
There are several kind of customer profile, which are given below:
Meal experience: According to this customer's profile, they have different kind of taste
in the food items. Along with this different customers like sports men, business men also have
expectation from this hotel that it hotel will provide food items as per their need so through this
customers have good experience from this international hotel.
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Expectation requirements: As Wembley hotel provide lots of facilities to their
customers and fulfil their requirements in a different ways. That's why customers have more
expectation from this hotel positively.
Pricing consideration: According to this every customers want affordable price with all
food product from this hotel so that this hotel make their pricing strategy according to customer's
demand in order to achieve higher goals.
Kind of hospitality business: As per this, there are three kind of business in hotel
industry such as betterment sector, travel and tourism sector and food sector so that customers
can fulfil their exception properly.
1.4 Different factors which affects spending power in the hospitality business.
In reference to the Wembley international hotel, all customer matters a lot at higher level
just because they spend their money in the different aspects. That's why there are different kind
of level which affects the spending power of customers. On the basis of this there are different
factors, are listed below:
Social influences: In the business environment there are several kind of culture in the
economy so it affects the spending power of customers. This can be said that in the different
occasion or function customers spend their money as per their requirements effectively.
Economic situation: As per this factor, customer's spend their money in the average
term just because their mind set related to cost can be change any time according to the economy
situations (Chan and Hsu, 2016).
Status: It means a lot for customers as well as business industries. This is because
customers afford anything as per their budget so that this value shows their status within the
marketplace.
Size of income: This is based on the financial situation of customers because if
customers have good budget so that they can spend their money effectively. But some tomes
they do not have sufficient fund than they have to face money crises.
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TASK 2
2.1 Key stages in service and product development applicable within the hospitality operation.
In order to market expansion an organisation should focus on their growth and
development programmes so that hey can easily find out their problems and bale to resolve them.
This is an important tools for operational manager to understand their issues and make effective
tools and strategies in order to gain competitive environment for the proper development of their
company. There are several key stages in regards with product and services, which are listed
below:
Market segmentation: In this stage operational manager classified their market strategy
on the basis of consumer's behaviour and characteristics so that they can easily accomplish the
customer's desires. This stage also helpful to determine and defining the external factors like
demand of people regards product and services.
Idea evaluation: As per this stage operational manager of this Wembley international
hotel make effective innovative plan or tools in order to expand their business in a proper
manner. With the help of this they can get lots of opportunities and able to reduce conflicts
within the organisation (Gannon, Rodrigo and Santomà, 2016).
Advertising and awareness: If this hotel will advertisement about their facilities and
provide effective services to their customer's so that they can achieve their goals and also will be
able to stay for long time duration within the marketplace.
Market research: For making better expansion, manager of this hotel should identify all
types of marketing strategy so that they can develop effective services and product in order to
fulfil customer's demand in an appropriate manner.
2.2 Justify the features which contributes in the perception of consumer's towards goods and
services.
According to the present days each and every company focusing to grab more and more
opportunities in order to earn good sales and revenue. In reference to the Wembley international
hotel, has purpose to make lots of customer as we well as potential customers and develop
goodwill of product in front of the customers. This process involves in different feature through
which manager of this company able to know about customer's goal towards product and
services, which are listed below:
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Better quality of good and services: In order to make better quality of good and
services organisations can impress the customer perfectly. In context to Wembley international
hotel, they provide better quality of goods and services like there are offering best quality of food
along with this they are giving good services like decorated rooms, sports club, parking space,
swimming pool these service or product influence huge customers at higher level in a proper
manner. This concept make good identity of this hotel in front of most of the tourist.
Powerful brand image: This is important aspect for every organisation which helps to
make good relations with the customers in order to gain competitive advantages. In reference to
the Wembley international hotel, they prepared good brand image of every product and service
so that this concept affects the people and they can get knowledge about this hotel's facilities
properly. As this hotel providing effective product for the consumers so it can easily create good
brand image.
That's why these features are helpful for Wembley international hotel because they help
in order to keep maintain their relationship with potential customers to achieve goals in a
particular period of time (Gomezelj, 2016).
2.3 Opportunities and affecting good and services development within the hospitality
environment.
Opportunity is the term which refers to the business enterprises in which any organisation
can achieve their goals by garbing several kind of opportunities so that it increase the profits of
firm effectively. Wembley international hotel has opportunities in order to give services to their
customers, are given below:
Constraints: As per this achievements an organisation can easily overcome the issues
and grab positive output from the customers. In case of Wembley, they this that they should
establish their new hotel within the UK market in order to expand their values and firm's profit.
Opportunities: This hotel has very much scope in the UK market so that is the
opportunity for them. With the help of this they can plan to open their new outlet in order to
satisfying the customers by giving them huge facilities and product in a proper way.
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2.4 Various merchandising opportunities for hospitality services and product.
In the competitive business environment of companies, hospitality business industries has
to follow different kind of marketing plans in order to achieve good sales and revenue profit
effectively. With the help of this company can easily expand their business at their desired level.
There are some aspect which helps in order to increase companies opportunities, given below:
 In order to grab lots of opportunities company needs to fulfil customer's demand because
customers always have the query from the merchandise so in this business world they
should develop more effective values in order to earn brand image and achievements as
they want.
 Some time customer's changed their perception regarding product and services of an
organisation but in context to hospitalities it is good by this they can achieve their
targeted objectives (Guha Thakurta, 2016).
TASK 3
3.1 Several method of pricing taking in to the additional pricing account.
According to the hospital industries, there are several methods such as pricing, cost,
pricing based on competition etc. in regards with Wembley hotel, they follow 2 types of pricing
methods, listed below:
Market oriented pricing: According to this company should understand their
competitor's pricing method in order to make their better pricing strategy effectively.
Cost based pricing: As per this price is totally based on the cost of production in which
company should analyse their price strategy.
Therefore, this can be analysed that these method of pricing strategies are very much
useful for hospitality industries this is because they can fix their price in a better way. This
concept also attract lots of customers and give them opportunities to take better offer with
affordable price in order to earn firm's profitability. In context to Wembley international hotel
they are using these pricing method to make their potential customers.
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3.2 Various factors which influence profitability and revenue generation within the hospitality
operations.
In the hospitality industries there are different kind of factors which influence the revenue
and profitability of an organisation (Hwang and Seo, 2016). In which some factors are involved
in consumer employees turnover, average spending power moreover, elasticity of demands, shelf
life of product and portion control. All those factors influencing Wembley international hotel,
described below:
Gross development and
profitability in reference to
Wembley Intercontinental
hotel
Elements consideration Observations
 Labour strength  As per this worker's
capital amount is
considered effectively.
According to the hospital
industries they are using
labour's performance as
compare to the capital
amount.
Shelf life  Huge customers.
 Customer satisfaction
along with this
company's brand
image.
In order to satisfying
customers an organisation is
able to meet their goals
which affects positively.
Elasticity of demand  Huge need of goods
and services.
 Higher demand of
price.
In reference to WIH
customer's value is low as
compare to the goods and
services.
Standardization  Various options in
menu.
 Customer's goodwill.
For this WIH providing
various option in their menu
as customers are the first
priority of them.
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TASK 4
4.1 Various measurement and appraisal techniques of performance in the person aspect of
hospitality.
In reference to the Wembley international hotel, they always used innovative and
effective techniques in order to accomplish customer's demand. With the help of these appraisal
techniques they can evaluate their employee's working performance in several ways, given
below:
Quality management: According to this manager of this organisation can check their
employee's working performance like how they are making products and how services they are
giving to customers.
Analysis of data and evaluation: As per this manager of this organisation measure the
situation of hotel in order to accomplish customer's aspects towards the product and services
within the hospitality industries.
Delivering speed: According to this manager of Wembley international hotel observe
that their worker's properly offer product or services to its customers in order to accomplish
goals.
4.2 Importance of qualitative and quantitative appraisal techniques and their application to
hospitality operations.
In order to apply different type of techniques within the organisation is necessary to
evaluate them. This is because techniques are commonly used by the companies by the
analysation of data which is not much valuable for the measurement like evaluation of working
members, quality of goods and services and different type of methods in an effective manner
(Kandampully Zhang and Jaakkola, 2018). In the present case, different types of elements are
applied by the lots of organisation in order to operate their functions and operation by the survey
of people which is done by the questionnaire. That's why this concept is very much necessary for
every business in order to fulfil their goals and objectives by using several tools and techniques.
In reference to the Wembley international hotel, they are using several techniques within the
hospitality operation so that they can manage their working condition and also able to guide their
employees effectively as they are providing better services to its customers.
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4.3 Analyse the approaches of business, planing and evaluation to hospitalities operations and
proposal for action.
In order to make effective business than company needs to evaluate few approaches in
order to expansion of business within the UK market effectively towards hospitalities operations.
There are few approaches in order to make business analysis, are given below:
Scope: In this approach business needs to consider scope which includes in the different
terms like project delivering system and product and services. With the help of this operational
manager of this select company can expand their business easily.
Nature of project: According to this company needs to define the nature of their
products in a proper manner. It also helps company in order to make better solutions in a proper
way.
Size: This approach affects the functions and operations of selected organisation because
it's helps to manage their overall productivity of the firms in order to expansion of market
properly.
Therefore these are necessary approaches in order to evaluate the overall function of this
company which influence the expansion of business in a positive manner. That's why it is an
important aspect within the business (Kasemsap, 2016).
Proposal for action: For making better organisation Wembley international hotel will
follow different kind of guideline in order to expand their business in a proper way. Firstly, this
organisation will make their goals and objectives as well as vision and mission in order to
identify their company's term and condition within the UK market effectively.
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