...UNIT 12: HOSPITALITY OPERATIONS MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand the operational and economic characteristics of hospitality operations Nature of hospitality products and services: product and service areas eg food and beverages, rooms division, conference and banqueting; tangible and intangible elements; perishability; marketing and sales; plant; equipment; supplies and commodities Patterns of demand: patterns eg opening hours, seasonality, time of day/week, sociological influences, healthy eating and drinking patterns, food and fashion trends, accommodation trends, cultural, regional and ethnic influences, pricing and economic factors, elasticity of demand Customer profile: characteristics eg spending power, types of hospitality business, menu/accommodation range, pricing considerations, expectations and requirements, the meal experience Management issues: issues eg integrated planning and resourcing, business and operational plans, staffing, finance, decision-making (gathering information and data, analysing and evaluating data, reaching decisions, forecasting), operating procedures and systems, control systems, technical and procedural standards, service standards, quality systems, team working and team leading, scheduling, training LO2 Understand product development within hospitality environments Stages in product development: stages to include market research, market segmentation, idea evaluation, concept development...
Words: 1150 - Pages: 5
...Identify the customer needs 1 b. Understand the firm’s capabilities 2 c. Marketing Environment................................................................................................................2 II. Marketing Strategy 3 Segmentation 3 Targeting 4 Positioning.................................................................................................................................................4 III. Marketing Mix Decisions 4 IV. Implementation and Control 5 1.2 Evaluate the benefits and costs of a marketing orientation for a selected organisation 5 2.1 Show macro and micro environmental factors which influence marketing decisions 7 2.2 Propose segmentation criteria to be used for products in different markets 10 2.3 Choose a targeting strategy for a selected product/service 12 2.4 Demonstrate how buyer behaviour affects marketing activities in different buying situations 13 2.5 Propose new positioning for a selected product/service 18 1.2 1.1 Explain the various elements of the marketing process Marketing is a mutualism between companies and customers. It is a beneficial process and interaction by which people acquire what they need and want through an exchange; the companies supply the needs of the customers who buy their products. Marketing aims to create value for customers who will give value for the company in return in forms of profit and equity and attaining the goal for the customers’ continuous...
Words: 3903 - Pages: 16
...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...
Words: 3736 - Pages: 15
...Written Exam: 70 Internal Assessment: 30 Time: 3 Hours Project Economics and Management Paper Code: 3.1 Unit-1 Concepts of projects; project identification; formulation, analysis, risk, planning, design, report and appraisal; location of an enterprise; factory design and layout. Unit-II Understanding financial analysis; ratio analysis; fund flow analysis; breakeven analysis; social cost-benefit analysis; budgeting and planning process. Unit-III Sources of development finance; institutional finance to entrepreneurs; working capital management; incentives and subsidies; policies governing entrepreneurship; role of a consultancy organization. Unit-IV A review of project performance; post evaluation approach; community participation in projects; SWOT analysis; managing risk and exposure. Suggested Readings: 1. 2. 3. 4. Note: 1. 2. Four case studies will be discussed in a paper by the concerned teacher in the class. Instructions for External Examiner: The question paper will have two sections. Section ‘A’ shall comprise eight questions (two questions from each unit). The candidates will be required to attempt four questions (selecting one question from each unit). Section ‘B’ will contain one CASE STUDY which will be compulsory. All five questions will carry equal marks. Chandra, P., Project Planning Analysis, Selection, Implementation and Review, Tata McGraw Hill, New Delhi. Hedemey, J.W., Control and Management of Capital Projects, John Wiley, New York. Wysocki, R.K., R. Bick...
Words: 6873 - Pages: 28
...Abstract This paper details the pitfalls affecting Tom’s Coffee Cup, a local Baltimore coffee shop. Tom, the owner, has hired Justin Tyme, a self-employed management consultant, to examine why business at the coffee shop has faltered. We will evaluate the initial start of the business and what the business was doing correctly to produce profitable sales. Once changes were enacted by the new manager, Willie, business has suffered. The reasons behind the changes will be examined and the outcomes of the changes will be highlighted. Additionally, what Tom needs to enact to get his coffee shop running smoothly again will be examined and these changes will be implemented. Case Study 2: Planning, Organizing, and Leadership Management Evaluation: Tom’s Coffee Cup Tom’s Coffee Cup is a local coffee shop started by a man named Tom, who was looking to make a career change. Tom left corporate America and started his own business using a $50,000 severance package from his former employer. Tom’s Coffee Cup is in a prime location, located in close proximity to the Baltimore Ravens and Orioles stadiums in Baltimore, Maryland. When starting the business, Tom renovated the facility and provided fresh, quality food to his customers. The business grew so much, Tom had to hire a manager to run the day to day operations of the facility. This enabled Tom to spend more time with his family. Since the new manager Willie was hired, changes have been enacted that have been detrimental to the profits...
Words: 1742 - Pages: 7
...Table of Contents Introduction: 2 Macro-Environment Business Strategy Gap Analysis 8 Industry Environment Business Strategy Gap Analysis 9 Strategy-Capability Gap 9 1. Macro-Environment Analysis 16 2. Industry Analysis 22 2.1 Threat of New Entrants 22 2.2 Bargaining Power of Suppliers 24 2.3 Bargaining Power of Buyers/Customers 25 2.4 Power of Substitutes 26 2.5 Intensity of Industry Rivalry 27 3. Internal Analysis Appendix 29 Introduction: [pic] Taj Hotels, Resorts and Palaces operates under the parent company Indian Hotels Corporation Limited. They have been operating for 107 years, and were positioned as India’s largest hotel chain, with a range of properties for both business and vacation travel market. Owned by the Tata group, Taj maintains a very hierarchical structure, with a senior management team that stems from family connections. The report at hand will evaluate the past and current strategic position of the Taj hotel group, how being under the TATA group umbrella and how this has enabled the brand to grow and develop into the most recognized and luxurious hotel brand within India. Hotel brands Worldwide have been trying to go international, taking the advantage of their brand recognition, economic capabilities and increasing market demands. The Taj hotel group past and current strategies of going international were executed in locations that have an already saturated market or in cities...
Words: 6393 - Pages: 26
...|BSc in Hotel Management | |BSc in Tourism Management | |HD in Hotel Management | |HTM 2304 | |MARKETING IN HOSPITALITY AND TOURISM | |Instructor details | | | | | |Ms. Clare Fung, Instructor | |Office: Room TH809 ...
Words: 5200 - Pages: 21
...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 about the different motivational factors that...
Words: 6458 - Pages: 26
...Papers/Capstones 10-1-2011 Lean and Six Sigma in Hospitality Organizations: Benefits, Challenges, and Implementation Justin M. Lancaster University of Nevada, Las Vegas Follow this and additional works at: http://digitalscholarship.unlv.edu/thesesdissertations Part of the Business Administration, Management, and Operations Commons, Hospitality Administration and Management Commons, and the Strategic Management Policy Commons Repository Citation Lancaster, Justin M., "Lean and Six Sigma in Hospitality Organizations: Benefits, Challenges, and Implementation" (2011). UNLV Theses/Dissertations/Professional Papers/Capstones. Paper 1150. This Professional Paper is brought to you for free and open access by Digital Scholarship@UNLV. It has been accepted for inclusion in UNLV Theses/ Dissertations/Professional Papers/Capstones by an authorized administrator of Digital Scholarship@UNLV. For more information, please contact marianne.buehler@unlv.edu. 1 Lean and Six Sigma in Hospitality Organizations: Benefits, Challenges, and Implementation. By Justin M. Lancaster Masters of Science University of Nevada Las Vegas 2011 A professional paper submitted in partial fulfillment of the requirements for the Master of Science Hotel Administration William F. Harrah College of Hotel Administration Graduate College University of Nevada, Las Vegas December 2011 Chair: Dr. Robert Woods 2 PART ONE Introduction The hospitality industry has perhaps been hit harder than any...
Words: 7223 - Pages: 29
...International Journal of Arts and Commerce Vol. 2 No. 11 December, 2013 EFFECTS OF STRATEGIC MANAGEMENT DRIVERS ON ORGANIZATIONAL PERFORMANCE: A SURVEY OF THE HOTEL INDUSTRY IN KENYAN COAST Uzel Jean Mzera Mutindi 1 PhD Candidate at JKUAT, MSA CBD, Kenya. Contact: jeanmzera@yahoo.com Prof. G.S. Namusonge, PhD 2 Full Professor, EPD JKUAT, Kenya. Contact: gsnamusonge@yahoo.co.uk Dr. J. Obwogi, PhD 3 Technical University of Mombasa, Kenya. Contact: Josephobwogi@yahoo.com ABSTRACT This study seeks to examine the effects of Strategic Management drivers on the performance of classified hotels in Kenyan Coast. The specific objectives are the effects of: customer relationship management strategy, strategic planning, competitive positioning, information communication Technology and organizational learning on the performance of the hotel industry in Kenyan Coast. The study seeks to determine the conceptualized Strategic Management Drivers’ influence on the performance of hotels in Kenyan Coast. The study will adopt a mixed research design which will be both quantitative and qualitative. The target population of the study will be 180 managers of classified hotels in Kenya’s Coast. The sampling technique to be used will be stratified random sampling. Secondary and primary data will be collected using a self administered questionnaire. The questionnaire will be piloted in order to check for validity and reliability. Questionnaires will be administered through...
Words: 11117 - Pages: 45
...firms’ performance in luxury hotels and chain restaurants$ Hong-bumm Kima,1, Woo Gon Kimb,* b a College of Hospitality & Tourism, Sejong University, Kwang-jin Gu, Gun-ja Dong 98, Seoul 143-747, Republic of Korea School of Hotel and Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater, OK 74078-6173, USA Received 27 February 2004; accepted 4 March 2004 Abstract There is a growing emphasis on building and managing brand equity as the primary drivers of a hospitality firm’s success. Success in brand management results from understanding brand equity correctly and managing them to produce solid financial performance. This study examines the underlying dimensions of brand equity and how they affect firms’ performance in the hospitality industry—in particular, luxury hotels and chain restaurants. The results of this empirical study indicate that brand loyalty, perceived quality, and brand image are important components of customer-based brand equity. A positive relationship was found to exist between the components of customer-based brand equity and the firms’ performance in luxury hotels and chain restaurants. A somewhat different scenario was delineated from the relationship between the components of customer-based brand equity and firms’ performance in luxury hotels and chain restaurants. r 2004 Elsevier Ltd. All rights reserved. Keywords: Customer-based brand equity; Firms’ performance; Chain restaurants; Luxury hotels; Brand awareness 1. Introduction...
Words: 9223 - Pages: 37
...organisations in a business and services industry context Structure and operation of UK economy: market structure; perfect/imperfect competition; oligopoly; duopoly and monopoly; national/local factors; determinants of free-market economy Government economic policy: aims and influence; effects on employment policy; inflation; balance of payments; economic growth in industry sector; current issues Income, wealth, employment and occupational distribution: structure and composition of business and services industry; patterns of demand for business and services; the socioeconomic framework of demand; labour demand in industry sector Demographic trends: geographical pattern of labour demand; nature of employment in business and services industries; employment profiles eg age, sex Social structures: types of people employed; geographical variations; self-employed; unemployed; labour turnover; levels of pay Industry context: contexts eg hospitality and catering, hairdressing and beauty therapy, sports and leisure, travel and tourism LO2 Understand the effect of legal and political environments on business and service industries Structure, operation and influence of local government: structure; areas of control; limits of authority; interface with national government; powers affecting business and services industries Role and influence of the EU: history of the EU; relationship with national and local government; influence of the EU directly/indirectly on business and services...
Words: 1093 - Pages: 5
...Factors considered by incoming college students in pursuing a career in the hospitality industry CHAPTER 1 INTRODUCTION Our country suffers from crisis such as socioeconomic crisis, political crisis, and as well as financial crisis which is greatly affected by global economic crisis. Despite of this entire crisis Filipinos are imaginative, creative and courageous to surpass the obstacles in everyday life. Even though there are some companies affected by these crisis which they are force to decrease their employees called as recession and frankly my father is involved on this what we called recession some ;of them have job openings that offer new career opportunities to graduated college students. These job opening also offers a new challenge into their life a great responsibility lies to his hand that someday will helps his family to strive to achieve wealthiest that his acquired knowledge and skills when he engage into a job. And acted as one of the reinforcements in the industry that would further improved the depleting economy of the country. All of these come first from wishes and aspirations that arise during childhood years that someday he or she become a chef in a five star hotel, a doctor, an architect, a teacher, a policeman or an attorney to help those who seek needs, services and to help their family to ascend the poverty. According to Ginzberg and his associates during the fantasy period play gradually becomes work-oriented and reflects initial preferences...
Words: 7519 - Pages: 31
...Classic Airlines Marketing Solution Because of the tragic events following 9/11, airline industry’s profits significantly decreased which resulted in an economic downturn. Classic Airlines was not immune to the recession. Classic Airlines Classic’s Rewards Program is currently suffering. Classics Customer Rewards Program has seen a 19% decrease in the number of members and a 21% decrease in flights among its current reward members. Classic Airlines marketing department needs to make an effort to increase customer volume and sales. So what can Classic Airlines do to increase these numbers? Identifying and addressing the internal and external factors contributing to Classic Airlines current crisis will help alleviate pressure associated with this current economic downturn. Employing market data to help develop goals while recognizing and focusing on the challenges and opportunities facing Classic Airlines, will give the airline the ability to take their future to new heights. Classic Airlines is the fifth largest airline and commands a fleet in excess of 375 jets that serve 240 cities with more than 2,300 daily flights. The airline also manages a staff of nearly 32,000 employees. Classic has managed to remain profitable over the past year. The airline earned $10 million on $8.7 billion in sales; however with rising overhead costs Classic Airlines is experiencing setbacks. The airlines share prices have decreased by 10% in the past year. Furthermore, with the negative publicity...
Words: 7997 - Pages: 32
... 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 is to assess core competence of modern service industry cluster accurately and visually. The primary factors of core competence of modern service industry cluster are analyzed first. Radar chat which is mapping of evaluation factor is used as a diagrammatic representation to assess core competence of modern service industry cluster. In order to get the priority of evaluation factor,...
Words: 5527 - Pages: 23
