... |Unit 1: The Hospitality Industry | |Learner name | Assessor name | | |Hong Luco Jingseng | |Date issued |Completion date |Submitted on | |19th September 2014 |10th November 2014 | | | | | |Assignment title |Analyze the business sectors in hospitality industry | | |Grading criteria |Task | | |Criteria | | |Evidence | |P 1 |The current structure of hospitality industry ...
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...Hospitality Business Models Confront the Future of Meetings Cornell Hospitality Industry Perspective No. 4, June 2010 by Howard Lock and James Macaulay www.chr.cornell.edu Advisory Board Ra’anan Ben-Zur, Chief Executive Officer, French Quarter Holdings, Inc. Scott Berman, U.S. Advisory Leader, Hospitality and Leisure Consulting Group of PricewaterhouseCoopers Raymond Bickson, Managing Director and Chief Executive Officer, Taj Group of Hotels, Resorts, and Palaces Stephen C. Brandman, Co-Owner, Thompson Hotels, Inc. Raj Chandnani, Vice President, Director of Strategy, WATG Benjamin J. “Patrick” Denihan, Chief Executive Officer, Denihan Hospitality Group Joel M. Eisemann, Executive Vice President, Owner and Franchise Services, Marriott International, Inc. Kurt Ekert, Chief Operating Officer, GTA by Travelport Brian Ferguson, Vice President, Supply Strategy and Analysis, Expedia North America Chuck Floyd, Chief Operating Officer–North America, Hyatt Anthony Gentile, Vice President–Systems & Control, Schneider Electric/Square D Company Gregg Gilman, Partner, Co-Chair, Employment Practices, Davis & Gilbert LLP Susan Helstab, EVP Corporate Marketing, Four Seasons Hotels and Resorts Jeffrey A. Horwitz, Partner, Corporate Department, Co-Head, Lodging and Gaming, Proskauer Kevin J. Jacobs, Senior Vice President, Corporate Strategy & Treasurer, Hilton Worldwide Kenneth Kahn, President/Owner, LRP Publications Paul Kanavos, Founding Partner, Chairman, and CEO, FX Real Estate...
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...RATES WITHIN THE HOSPITALITY INDUSTRY The hospitality industry is a category of the service industry which offers a product-service mix to guests, including lodging accommodation, food service operations, event planning, visitor attractions, transportation and cruise lines and other operations aimed at hosting or catering to guest needs. While the hospitality industry provides immense benefits to worldwide economy, lifestyle and culture, researchers suggest that the hospitality industry suffers from negative effects associated with turnover rates as this industry is amongst the highest in employee turnover rates. (Lewis, 2012). The high employee turnover in the hospitality industry is believed to be due to the nature of the work, lack of job satisfaction and lack of motivators delivered to employees by employers or organizations (Carver, 2011). While the industry struggles to establish to understand employees and keep them satisfied with their jobs, understanding the industry in necessary in understand the behavior of employees. The exceptionally high turnover rate in the hospitality industry is approximately 20 times the national average for the Unites States of America in employee turnover. The hospitality industry turnover rate sits over 60 percent while the United States of America has an average 3-percent rate in annual turnover of employers, within all industry, excluding hospitality. (Lewis, 2012). One of the primary challenges that the hospitality industry continues...
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...Structure This paper aims to help hospitality management executives and students in this filed to understand hotel customer behavior and the methods which can be applied to achieve their satisfaction. 2. Main feature of the article This article is trying to provide the basic consumer behavior and their decision making process. Using data collected, the findings indicate that a good relationship with customers and quality performance of housekeeping, reception, food and beverage, value for money is positively correlated to customer loyalty. 3. Methodology and Results The methodologies issues and consideration involved in obtaining and handling the data used in the study has been divided into two. One is investigation/ direct work experience and the other is interview. This study proved that customers go through a five-stage decision making process in any purchase whether it is a product or service. Because the decision making is a cognitive one, it’s more psychological in nature. * Need recognition and awareness: in this phase, the customer recognizes and becomes aware that he/she has a need. * Searching for information: in this phase, the customer begins to search for information regarding for the solution for the need that was identified. The industry of the search depends on whether the purchase is a big deal to the customer. * Evaluating of alternatives: in this phase, the customer evaluates each alternative solution to determine which one is the best...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to achieve...
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...HOSPITALITY INDUSTRY CASE STUDY Leading Hotel & Resort Brand Harnesses the Voice of the Customer to Improve the Guest Experience About the Brand One of the leading hotel and leisure companies in the world has over 1,000 properties spanning eight different brands in 100 countries and approximately 145,000 employees at its owned and managed properties. The company is also one of the premier developers and operators of high quality vacation interval ownership resorts. “ We were specifically looking for a tool that would provide the managers with a quick snapshot of the top ten guest compliments and top ten guest complaints each month... ...We also wanted to allow them to be able to drill down to look at the actual comments. Challenge: With a reputation for driving ever-higher levels of guest loyalty, satisfaction and brand advocacy, the hospitality company strives to continually improve its guest experiences. And what better way to accomplish that goal than by gaining a deep understanding of the wants, needs, and preferences of its guests? Indeed, collecting and analyzing customer feedback on an ongoing basis lies at the heart of the company’s day-to-day operations and overall growth strategy. Each of the hotels across the hospitality company’s entire portfolio of renowned brands automatically invites guests to complete a brief online satisfaction survey following their stay. The survey consists of standard questions with answer choices for rating different aspects...
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...Tasmanian Hospitality Industry Skills Plan June 2012 Contents Foreword Skills Plan Overview Background & Consultation Hospitality Industry Skills Plan Focus Area #1 Recruitment Induction & Retention Focus Area #2 Customer Service Focus Area #3 Career Pathways Focus Area #4 Fostering a Training Culture Detailed Action Plan 3 4 6 9 10 11 12 13 15 Definitions THA VET Tasmanian Hospitality Association Vocational Education and Training RTOs Registered Training Organisations AACs Australian Apprenticeship Centres 2 Hospitality Industry Skills Plan – June 2012 Foreword The hospitality industry employs approximately 20 000 people1, which is equal to approximately 11% of the Tasmanian workforce. The industry is heavily reliant on casual labour with part-time and casual employees making up almost three quarters of the hospitality workforce in Tasmania2. The role and contribution of the industry to both the economy and community is largely unrecognised. This is reflected in the fact that only a small proportion of employees perceive hospitality as a long term career choice. As hospitality is a service based industry, a skilled workforce is a key requirement to ensure quality service delivery to both local and visitor markets. In order to provide quality service employees require access to training which delivers the essential skills and knowledge. Access to training is only one element of the equation. Also essential is venue owners and operators placing more value...
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...1.0 INTRODUCTION: SHANGRI-LA HOTELS & RESORTS [pic] The hospitality industry constitutes an economic sector with the fastest growth worldwide. At present, the industry continues to receive recognition as a profitable and progressive industry. The hospitality industry offers diverse opportunities for employees and varied services and features to customers. This means that overall industry actual and potential provisions are unlimited, which accounts for continuous shifts or adjustments contributing to industry viability. Diversity in employment and service offerings of the international hospitality industry has resulted to the higher number of people employed in the hospitality industry more than in manufacturing firms. Due to the profitability and viability of the industry, it has also evolved into one of the most competitive economic sectors. Heightened competitiveness in the industry could draw out the untapped capabilities of hospitality firms. On a firm level, hotel managers face the challenges of shifts in its target consumer segments coinciding with changes in consumer demands, issues of liquidity, and intense failure percentage within the industry. To survive, hospitality firms need to deal with all these multifaceted issues by understanding these problems and implementing appropriate strategies. To understand how well firms in the hospitality industry ensure the competitiveness of the firm, a strategic analysis of Shangri-la hotel is the case in...
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...Thesis/Project Preparation University Format Requirements TABLE OF CONTENT LIST OF TABLE 01 List of contents 02 List of figure 03 Chapter 1 04 Competency of service industry Over view 05 Sentiment analysis 06 Customer engagement response 07 Survey analysis 08 Over view 09 Summary 10 CHAPTER 1 COMFETENCY IN SERVICE INDUSTRY The purpose of this project is to know how the other industry stabilized or to maintain their level of service. Service industry cluster has played an important role in economic system of an area. Core competence evaluation of modern service industry cluster has been a very significant theoretical and practical problem of the research on industry cluster. The goal of the investigation...
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...……………………………….,………… [4] Part2: THEORY………………………………………………………………………… [5-6] Part 3: CRITIQUE AND ANALYSIS……………...……………………………………. [7] 3.1 Indian Context………….……………………………………………………………... [8] CONCLUSION…………………………………………………………………………... [10] BIBLIOGRAPHY………………………………………………………………………... [11] Part 1: Introduction Change is inevitable in the life of an organisation. In today’s business scenario, hospitality organisations exist in dynamic and changing business environments and they have to cope up with the changes for survival and growth as there lies no second alternative, a supportive example in the Indian context to this is Wall mart entering Indian market is expected to change the retail industry from head to toe, competing with established Indian medium-large scale retail companies, and eating away many smaller fishes in the long-run. The major forces which make the changes not only desirable but inevitable are external environment i.e. technological, economic, political, social, legal; and international and labour market environments. Common practices to all successful hospitality organizations are continuously interacting with the environment and making changes in the structural design or philosophy or...
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...Selection of the topic- Text Analytics Title- Using text analytics to improve the hospitality experience of customers. Key Words- Text analytics, content categorization, sentiment analysis, Abstract- With advance text analytics solutions, the hotels and hospitality providers can analyze conversations on the social media and online public forums to extract valuable business insights and using the same to improve their customer’s experiences into their hotels and with their services. Introduction- Today’s travelers are vocal and willing to share their experiences with hotel and travel providers; they’re more apt to share their experiences online with others through means of social media like- facebook & twitter, in online review sites such as tripadvisor.com etc. From check-in process to the quality of services, their feedbacks provide valuable insights that hospitality providers can improve the guest experience with their brands, better target customers with offers and differentiate ‘emselves from the competitors in terms of products and services. Collecting quantitative responses from the guests through surveys was the sole feedback method used by hotels and travel service providers. Of late, the trend has changed. These days, these providers recognize the value of collecting feedback through social media and other online sites. They even encourage open-ended comments in their surveys these days. With thousands of reviews generated each day, compiling and interpreting...
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...Assessment Tool - Combined Hospitality Department Off-campus training Qualification code & title SIT30112 – Certificate III in Travel and Tourism SIT30612 – Certificate III in Events SIT30713 – Certificate III in Hospitality SIT31212 – Certificate III in Holiday Parks and Resorts SIT40212 - Certificate IV in Travel and Tourism SIT40812 - Certificate IV in Holiday Parks and Resorts SIT40313 – Certificate IV in Hospitality SIT50112 – Diploma of Travel and Tourism SIT50212 – Diploma of Events SIT50313 – Diploma of Hospitality SIT60112 – Advanced Diploma of Travel and Tourism SIT60212 – Advanced Diploma of Events SIT60313 – Advanced Diploma of Hospitality Unit code/s & title/s SITXCOM401 – Manage conflict Learner name and ID Email Assessor name E-mail Telephone Task Method Due date Weighting (if relevant) 1 Written Questions 2 Observation Report 3 Portfolio of Evidence Note: If you are completing a Certificate IV or higher, your assessment might be graded. Please refer to the Course Handbook for Learners for information about Graded Assessment. Assessment Task 1-3 OFFICE USE ONLY © Goulburn Ovens Institute of TAFE 2014 Goulburn Ovens Institute of TAFE. Provider No: 3094 Author: Hospitality Department  This work is subject to copyright. Apart from any use as permitted under the Copyright Act 1968 and its amendments, no part may be reproduced without prior permission. Requests and enquiries...
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...Larson, 2006, p. 21). Once the project is aligned to the overall strategic plan, specific information, such as what action is necessary, how long should it take, and who is responsible will be addressed. As with any plan, issues of potential shortfalls, risk factors, and consequences for the plan will arise. This plan will address these issues. Once the implementation planning process is underway at FTI, a system will be in place to monitor the success or failure of the implementation process. Overall, following and understanding the implementation plan for FTI will ensure the success of the Galleria project. Friar Tucker International (FTI) is a hospitality services chain that manages 35 entertainment and cuisine establishments: ranging from restaurants, sports entertainment and hotel chains (University of Phoenix, 2009). The hospitality services chain manages over 1,200 individuals and generates revenue in excess of $300 million (University of Phoenix, 2009). With FTI’s diverse portfolio of establishments, some of its clients are proposing new projects that do not link with its strategic objectives (University of Phoenix, 2009). Due to the many projects that are proposed, a Project Selection Committee (PSC) was set up to identify the type of projects the company should consider and “choose projects that align with...
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...Analysis on Gender difference of students on motivational factors to study Hospitality management in National University Motivational Factors 1. Social Status 2. Job opportunities 3. Modern major 4. Special interest 5. Attractive major 6. Ease in studying 7. Fulfill dreams Female Male First, this Conceptual Framework is made up the two journals I had: “Motivation of Students to study Tourism Hospitality programs.” By Bashar Aref Alhaj Mohammad and Hamam Talal Alsaleh and “Students Motivation and Preference of Studying Hospitality and Tourism Management Programmes in Polytechnics: A Case Study Ho Polytechnic” By Appaw-Agbola Esther Theresa. It explains the different motivational factors that the students may get if they took Hospitality as their preferred journey. These factors can provide students some motivations that will help them why they study Hospitality Management. This framework is also made because as a researcher, we want to see the difference between the motivational factors which are the following: Social status, Job opportunities, Modern major, Special interest, Attractive major, Ease in studying and Fulfillment of dreams, of both male and female students that are going to be in the hospitality management in National University. Significance of the study This study aims to motivate the incoming freshmen who will take Hospitality management at National University. It also helps the researcher to research...
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...Management in an Energy Obsessed World Contents Executive Summary 3 Introduction 4 Energy Alternatives 4 Biomass Energy 5 Wind Energy 6 Solar Energy 6 Technology 7 Energy Efficient Lighting 7 Intelligent thermostats 8 Sub Metering 8 Ozone Laundering Systems 8 Implementing Programs 9 Economics of Energy Conservation 9 NYSERDA 10 Rebates 10 Low interest loans 12 Global energy conservation 12 The ‘Price’ of Energy 12 Developing world 13 Conclusion 13 Executive Summary Energy conservation and management is a vital part of any corporation, especially one that depends as highly on the consumption of energy as hospitality does. Conserving energy for these corporations doesn’t only improve their bottom line but also helps to ensure that they are doing their part and are attending to their corporate social responsibility. Within the hospitality industry there are many different ways that a manager can choose to improve the management and conservation of energy. Ensuring that all of the machinery on the property is up to date, well maintained and the most energy efficient model available is a good start to reducing the energy consumed on the property. However, there are other things that can be done as well. For instance, instead of just upgrading the machinery they could replace it entirely with energy conserving technology alternatives. They also have the options of choosing a completely different source of energy, one that is renewable, easily accessible and...
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