...Secondary Operations Management A Case Study of a Hotel Teacher Notes by Debra 28 mins McNaughton, B.A., Dip.Ed. Produced by VEA Pty Ltd Commissioning Editor Lisa Tancredi B.A. Executive Producer Simon Garner B.Ed. © Video Education Australasia Pty Ltd 2009 Reproducing these teacher notes You may download and print one copy of these teacher notes from our website for your reference. Further copying or printing must be reported to CAL as per the Copyright Act 1968. Dip.Ed. Suitable for: Business Management To order or inquire please contact VEA: Australia 111A, Mitchell Street, Bendigo, Victoria 3550 FREECALL: 1800 034 282 Phone: (03) 5448 2400 Facsimile: (03) 5448 2408 New Zealand PO BOX 4390, Shortland St., Auckland FREECALL: 0800 486 688 Facsimile: 0800 488 668 E-mail vea@vea.com.au Website www.vea.com.au Operations Management – A Case Study of a Hotel For Teachers: Introduction The provision of accommodation is a highly competitive market. As tourists look for the best possible value for money, hotel operators must ensure that they are providing a quality venue with costeffective services. This program is based on the Mercure Hotel in Hobart and covers the key elements of its operations (the inputs and processes that create the output). The program examines the ways in which the design of its facility, the control of materials, the use of technology and the quality standards all contribute to ensuring the hotel remains productive and competitive...
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...Running Head: RESEARCH METHOD CASE STUDY Research Method case study of Silver Spoon hotel Sialkot [Name of writer] [Name of Institution] Abstract This study would be intended to identify the retention strategies and retention problems in order to discover the brunt of retention strategies on[pic] labor force. Silver spoon hotel, Sialkot, Pakistan would be [pic]elected as[pic] a [pic]model for this[pic] research [pic]because its[pic] inimitability [pic]in active modern HR[pic] approaches. It will solely base on empirical study: a sample of 100 surveys and face to face interviews will be taken. How to obtain customer loyalty through customer retention strategies in Small and Medium sized hotels? (A case study on Silver Spoon hotel Sialkot) In order to get achieve the objective, I would like to approach for both primary and secondary data. I would use SPSS and data of 100 customers from silver spoon hotel. 1. Justification of study In today’s competitive environment, organizations are constantly looking for new and innovative ways to not only get hold but also retain their valuable customers. The intention behind choosing this topic is to analyze the relationship between retention strategies and customer loyalty in hotel industry. 2. Statement of the problem Hotel industry is illustrated with the presence of many small and huge hotels which provide a wide range of customer services, and maintain customer loyalty through...
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...Marketing Studies Vol. 2, No. 2; November 2010 Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici (Corresponding author) Facoltà di Economia, Dip. S.E.A.F., Università di Palermo viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: gandolfodominici@unipa.it Rosa Guzzo Facoltà di Economia, Università di Palermo, Viale delle Scienze ed.13, 90128, Palermo, Italy E-mail: rosyguzzo@hotmail.it Abstract In order to be successful in the market it is not sufficient to attract new customers managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether or not customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business. Neglecting to pay attention to those hotel attributes considered most important by guests, may lead to negative evaluation of the hotel, thus restricting the chance of repeat patronage. We perform a qualitative analysis of a large hotel in Sicily (IT), the Sporting Club Hotel in the...
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...WHAT MEASURES CAN BE TAKEN BY UK HOTELS?‟ “CASE STUDY: MARRIOTT GROUP OF HOTEL‟S EFFORT TO ATTRACT MEDICAL TOURISTS” RAMAMOORTHY PANDIAN STUDENT ID: 09004669 DISSERTATION SUPERVISOR THOMAS REEVES SUBMITTED IN PART FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION UNIVERSITY OF WALES INSTITUTE, CARDIFF FEB 2010 1 ACKNOWLEDGEMENT First and foremost, I would like to thank my supervisor Thomas Reeves for his valuable professional advice and guidance as well as for rendering his kindness, endless patience and continuous encouragement towards my dissertation. I would like to thank interviewees in the Marriott Group of hotels and its branches, without which this study could not have been reached its conclusion. A handful of thanks to all the lecturers of my concern for their teaching, without them, I can‟t learn so much knowledge. This dissertation could not have been completed without continuous support, encouragement, and caring of all my friends and my family members. I would wish them many a thanks too. Finally, I would like to express my sincere appreciation to those who provided me with great support and encouragement during my studies in UK. Thanks again to all of them. 2 ABSTRACT The aim is to find out the most possible means that recession would affect the tourism industry globally and also to pay attention towards the various measures taken over by the UK hotels to overcome those tough times and...
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...Business Strategies The Good Hotel The Good Hotel When reading over the Good Hotel case study the first thing that stood out was the process that was used to communicate the leadership change and company change. The first thing that was stated in this case study was the means in which JDV went about communicating by emails, that they have sold all three properties that Pam was managing. I just believe as a company handling a transition on a scale like this they would have found a better way to communicate this huge transition. With news like this coming down I felt as if they really didn’t give Pam much to work with to deal with the staff and the concerns and emotions that come with any type of corporate structure change. With a change like this Pam is going to have to deal with her staff, keeping them focus at the task at hand. My question would be, what is the strategy of assuring the staff that cuts will be at a minimum? How do you get the word out to the customers that their experience won’t go lacking during this transition? If Pam is unable to keep her staff focus this transition could be a disaster and I believe that JVD had to have a better plan then communicating this change by an email. This just bring me back to mind to my organizational change class, and brings out how critical it is not just to come up with a good idea but take the time to figure out how you will communicate the change so that you can have a smooth transition . They ask Pam to evaluate...
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...QFD Application in the Hospitality Industry: A Hotel Case Study Kioumars Paryani, Lawrence TechnoLogicaL UniversiTy ali masoudi, azad UniversiTy, soUTh Branch of Tehran ElizabEth a. CudnEy, MissoUri UniversiTy of science and TechnoLogy © 2010, asQ Quality function deployment (QFD) is a methodology for capturing and translating the voice of the customer (VOC) into engineering characteristics of products or services. In addition, the process prioritizes and deploys these customer-driven characteristics throughout the product or service development to meet the VOC (that is, customer needs, wants, and expectations). QFD determines effective development targets for the prioritized product and service characteristics. The QFD process has been used and documented extensively in product development. The service industry, however, lacks in the application of this process. The purpose of this paper is to show practitioners and researchers how this process, in its entirety, can be used as a planning process to link customer requirements and service characteristics in the hospitality industry. A case study was developed focusing on a specific hotel to illustrate the application of the QFD process in a five-star hotel. Key words: four-phase QFD, hospitality industry, quality function deployment, service, SERVQUAL, total quality management INTRODUCTION The service industry exhibits distinct features that are not shared in the manufacturing industry. Many service organizations are profit-earning...
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...Ongoing Semester Case Study – Businessville Hotel. Beijing Businessville Hotel is proving to be extremely successful. It has just been announced that a major world trade expo is to be held in Ho Chi Minh City. Around the World Hotels is interested in providing accommodation for some of the expected thousands of delegates. However, there is no time to build a new hotel. Around the World are considering approaching an existing hotel group to form an alliance. • What issues need to be considered when establishing an alliance in this case? Choosing the right form of governance. The benefits of cooperation versus the dangers of new competition. Managing the reputation. Staffing needs. • What form would you suggest the alliance take? Non-equity strategic alliance. Because this is a short term event and this is the easiest form of strategic alliance to form in such a short time. The company could work with another hotel group to forge a similar deal as airline code-sharing. This would allow Around the World Hotels guests to potentially book through their website, and receive the same premium guest experience in the hotels in Vietnam. The reputation of Around the World Hotels could be used to attract more guests to the hotel in Vietnam. • Outline the major challenges for Around the World Hotels in establishing the type of alliance you recommend. How would you suggest they overcome them? Ensuring a good customer experience for their guests. The hotel would need to inspect...
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...Analyze the case study using different or any one of the case analysis tools (SWOT/ PEST(L)/ 5 Forces) and answer the questions given at the end of the case. Case Study D This is a case of two competing hotels, Sunrise Hotel and Beachside Hotel that are both located in a medium sized, tourism based town in the Northeast U.S. The hotels are both competing for the same set of guests, as well as the same set of potential employees. They are both budget hotels, right next door to each other, with 60 guest rooms each and a view of the beach. The occupancy during peak season for the Sunrise Hotel is 98%, but during the winter months goes down to 65%. The Beachside Hotel has peak season occupancy of 90% and off peak occupancy of 50%. Joe is the General Manager of Sunrise Hotel and has been in his current position for 5 years. He has been with Sunrise Hotel for a total of 10 years. He worked his way up at Sunrise Hotel from front desk agent to front desk supervisor, and finally to Assistant General Manager before he became the General Manager. He does a good job of screening potential employees for his front desk area of the hotel because he realizes the importance of that area of the hotel, especially in tourist areas. He also has incentives set up for excellent performance of the front desk agents and training and development programs designed to give everyone information that will help them do their job better. There is a sense of teamwork at Sunrise Hotel and that helps...
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...countries. 3. Discuss the process for firms to combat corruption and minimise the risk of prosecution. 4. Discuss some common criticism of multinational subsidiary activities. In-class activity 2: Ongoing Semester Case Study – Businessville Hotel. The Beijing Businessville Hotel has been set up and the newly appointed Manager wants to furnish the hotel. His brother is a furniture dealer and tells the Manager he can get really good furniture from a friend in another country, and will give him a 40% discount on the order. The Manager is pleased and asks where the furniture is from and who is selling it. His brother says he cannot tell him that, but he knows it is good, new furniture. Review the legal and ethical issues and develop an argument that the hotel manager should or should not buy the furniture at a discount price from an unknown source. In-class activity 3: Case Study. Consider the case study ‘Nike’s CSR Challenge’ on pages 86-88 of your textbook and prepare discussion points for questions 1-5 at the end. In-class activity 4: In-class multi-choice quiz. Print out the quiz for the students and administer in class. Students will be given 10 mns to attempt the quiz. Discuss the solutions in class. This quiz serves as a good revision...
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...HRM case study Beachside Hotel Human Capital Dilemma Questions: 1. What system should Brian implement in order to start changing the human capital practices in the Beachside Hotel? After studying the case, the general manager of Beachside Hotel Mr. Brian should implement certain systems in the hotel. As the situation is quite complicated, first of all he have to try to analyze what the problem is. Because there is no problem with the account and finance department. According to my case analysis there is problem with the human resource department. And I think there is mistake done by the Hotel. Ms. Mary who cannot even handle serving guests at the front desk is promoted to human resource department. And she has been working there since one year. So, I guess this is the problem. Staffing of more hourly employees is also a problem because these employees graduates high school or colleges and leave the hotel for their career development and something else. The arrival of pay checks late, no policies for employees and bad behavior, all the problem suggests that there is lack of training and development programs to the employees. There is no any encouragement, securities and facilities for the employees to encourage them to work it the better environment in the hotel. The general manager himself have to be flexible and dynamic and should have to make himself somehow capable in human resource field. So, first of all Mr. Brian need to appoint capable human resource practitioners...
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...Employee Satisfaction Afshan Naseem1, Sadia Ejaz Sheikh2 and Prof. Khusro P. Malik GPHR3 1,3 Department of Engineering Management, Centre for Advanced Studies in Engineering, Islamabad, Pakistan 2 COMSATS Institute of Information Technology, Attock, Pakistan Abstract– Employee satisfaction is considered weighty when it comes to define organizational success. Employee’s satisfaction is central concern particularly in the service industry. Need to enhance employee satisfaction is critical because it is a key to business success of any organization. In the present milieu, employee satisfaction has come under limelight due to stiff competition where organizations are trying to carve competitive advantage through the human factor. The purpose of this study is to observe the relationship between employee satisfaction and customer satisfaction and to examine the impact of both on organizational success. This study scrutinizes the effects of different factors of organization which affects the employee satisfaction. This is a cohort study in which qualitative research methodology was used. The data was collected through selfadministrated questionnaire which contains multiple choice questions and open-ended questions. Results of the principal component analysis (PCA) based on correlation matrix revealed a great deal of employees (hotel workers) satisfaction among surveyed cohorts where customers also had expressed satisfaction with existing services. Mainly environmental cleanliness, quality...
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...Limited, MBA College, Gujarat University, Ahmedabad Email: shikhabirsingh@gmail.com , dineshkumar.kumar02@gmail.com, niloshasharma05@gmail.com 3i1,2Lal ABSTRACT The Marriot group of Hotels launched back in 1983 are one of the largest brand and the world’s 12th largest lodging chain.1 The Marriott had around 8,000 hotels worldwide. The company operated and have franchisees under the brand names Marriott, JW Marriott, The Ritz-Carlton, Renaissance, Residence Inn, Courtyard, TownePlace Suites, Fairfield Inn, SpringHill Suites and Bulgari. The Marriott group in India has being focusing on its quality of service delivered and the various other factors like customer satisfaction. The case highlights the journey of Marriott group and the various services provided by Mariott. The case also discusses the various challenges upcoming for Marriott group in India related to customer service and customer satisfaction. Pedagogical Objectives The case study helps to understand and analyse: 1. The dynamics of Indian service Industry/Hospitality Industry 2. Challenges and Opportunities for Marriott in India Mariott Group: An Overview "When you take good care of your people, they'll take pride in their work. And when they take pride in their work, they'll take good care of the customers and if you take good care of the customers, the customers will come back and back and back. And the business will take care of itself."2 - J Willard Marriott, Chairman and CEO, Marriott...
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...Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia Correspondence: Ala`a Nimer AbuKhalifeh, School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia. Tel: 60-4-653-3741. E-mail: ana11_hbp046@student.usm.my Received: March 8, 2012 Accepted: May 15, 2012 Online Published: July 16, 2012 doi:10.5539/ijbm.v7n14p135 Abstract URL: http://dx.doi.org/10.5539/ijbm.v7n14p135 Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman dimensional...
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...capital invested on the business. For instance, accommodation services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities of reception service staff of an organization of your choice (Merit M1) Front office and accommodation services are divided into different departments and have several functions (Lewry, 2012, p.2). For example, Hilton Garden Inn Luton North is a hotel and restaurant located in the United Kingdom. The front office has several...
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...Morrison (2000) have produced definition of hospitality industry; which they see it as, compromises of commercial organisations that specialise in providing accommodation, food and drink through voluntary exchange, and highlighted that the issue of human exchange is a hart of the hospitality concept. Barrows and Powers (2009) have pointed out that hospitality industry includes hotels and restaurants and other kinds of institutions that offer shelter or food or both of them to people away from their homes. Research conducted by Hayes and Ninemeier (2009) have stated that hospitality industry has often been described as a people business. Hospitality industry is UK’S fifth largest employer and plays vital role in UK industry, employing more than 2.4 million people. Hilton Hotels Corporation is the leading global hospitality company with more than 3,000 hotels in over 74 countries (Hilton Worldwide; 2012). Understanding group behaviour in an organisational environment is a challenge and great managerial tasks. A leading author, Mullins (2007) has pointed out that organisational behaviour is concerned with study of the behaviour of the people within organisation. In his research Singh (2007) argued that organisational behaviour is a way of thinking and it is directly concerned with understanding, prediction, and control of human behaviour and application of knowledge in the organisation. Following, Fox (2006) has stated that organisational behaviour refers to people behaviour in the...
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