...| Unit 1: Hospitality Environment | Feasibility Study (Mercure Resort Sanur) | Gino Severien (236594) | Joshua Ega Yus Pratama (286486) | Year 2 Module 2PBL Group 1HOSPITALITY OPERATIONS ENVIRONMENT | Assessor: Mark de Jong This is submitted in partial fulfilment of the requirements of the INTERNATIONAL HOTEL MANAGEMENT Academic Year 2013-2014 Declaration Form Hereby we declare that: 1. This work is composed by us. 2. This work has not been used in any way before. 3. The work of which this is a record is done wholly by us. 4. All verbatim extracts have been distinguished by quotation marks and the resources of our information have been specifically acknowledged. Friday, 17 January 2014 _____________________ Gino Severien _____________________ Joshua Ega Yus Pratama Table of Contents Declaration Form ii Executive Summary iv Preface v Introduction vi The Environment 1 Political 1 Economic 1 Social 1 Technological 1 Legal 2 Environmental 2 Competitor Analysis 2 Internal Analysis 4 TOWS 5 Choice 6 Implementation 7 Business Case 8 Scorecard or Dashboard 9 Bibliography 10 Appendices A Appendix 1: Overview of Mercure Resort Sanur’s Competitors A Appendix 2: Daily Revenue Report of Mercure Resort Sanur on 26 November 2013 B Appendix 3: NPV Calculation C Appendix 4: Co-operation Contract D Appendix 5: Assessment Sheet E Executive Summary A report titled Feasibility Study (Mercure...
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...actual, or former customers about a product or company, which is made available to a multitude of people and institutions via the Internet’ (p.39). Hospitality and Tourism Industry has also been affected by this relatively new eWOM, where former visitors or customers express their opinion on destinations and places they have visited. The purpose of this literature review is to focus on the eWOM, its impact on the Hospitality and Tourism Industry and on the potential benefits it has for businesses and destinations. This review will contain information gathered and analyzed from different peer reviewed articles and studies to support the credibility of this paper. The eWOM in contrast of the traditional WOM has different types of electronic media channels that have an impact upon interpersonal relationships. There are the synchronous type and the asynchronous type, the first one include instant messaging, chatrooms and newsgroups. While asynchronous includes blogs, emails, virtual communities and websites (techdictionary.com, 2006). All these are use to spread experiences and opinions about a product or a place, they can be positive or negative depending on the experience of the author. The eWOM as mentioned in the introduction has a great impact on the Hospitality and Tourism Industry e.g. on choosing a travel destination or hospitality facilities. According to Park, D.H. and Kim (2008) travel reviews are useful...
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...of Singapore Café Ptd Ltd. The purpose of this report is to enhance the existing customer’s experience at Singapore Café and to increase our presence in the F&B Industry. Sources of data collection include search engines and websites of the companies. The report finds that it is important for Singapore Café to focus on our one-to-one marketing management and knowing who our customers are, where they are and what they need. However, in order to nurture better relationship with customers and retaining them, Singapore Café needs to keep a consistent system of collating information from returned feedback forms and take a step further in enhancing our programme and activities in engaging with our customers. Recommendations discussed include: * Leveraging on Social Media * Develop a centralised customer database. TABLE OF CONTENTS IMPLEMENTING CUSTOMER 1 RELATIONSHIP MANAGEMENT 1 AS A CORE BUSINESS STRATEGY 1 TABLE OF CONTENTS 3 INTRODUCTION 5 STATEMENT OF PROBLEM 5 STATEMENT OF PURPOSE 5 SCOPE OF REPORT 6 SOURCES AND METHOD 6 FINDINGS AND ANALYSIS 7 CONCLUSION 14 RECOMMENDATION 15 LIST OF FIGURES Figures 1 Costa Coffee Six-Months Sales Projection 8 2 Loyalty Card 9 3 Costa Coffee Loyalty Card Website 9 4 Starbucks Group Member Social Media 10 5 Benefits of Social Media 11 6 Is Starbucks worth the Price 12 7 Starbuck Coffee: What's your usual order 12 8 Starbucks Coffee Twitter Followers 13 INTRODUCTION Today...
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...convergence, have all contributed to the design of a new scientific paradigm. Thanks to our passion for research and to the continuous advancements in the technological ecosystem as well as the possibility of better understanding human activity and behavior we are on the threshold of a new era of the social science of tourism. This new social and technological paradigm affects tourism and human mobility in a way that gives the research process unheard-of possibilities. The current level of technological development allows for the construction of objects that are smaller, more intelligent and embedded in the environment and even wearable. These objects, which record and learn our habits are connected to the Internet and they have computing capabilities. They can also be interconnected and generate large quantities of information to benefit the environment in which they are located as well as the travellers that possess them. This gives rise to a new world of interconnected personal machines. This new world involves a convergence among what is physical, what is social and what is digital. Within this context, research assumes the principal role to guide evolution, transferring knowledge to the industry. Relevant academic research is more necessary than ever before in order to explore how ICT in tourism can...
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...Connecting customer value to social media strategies: Focus on India. Saturday, 31st August 2013 Source : Cornell Center for Hospitality Research | | Although the internet has yet to make substantial inroads into hotel distribution in India, that time is soon coming. Thus, Indian hoteliers and academics met for the first Cornell Center for Hospitality Research Roundtable in India to discuss ways in which operators there can make the best use of online travel agents and electronic and social media as those channels grow in importance to India’s industry. Participants observed that reviews and comments made by customers on social media can become an adjunct to management’s quality control efforts, since managers can quickly respond to problems that have been posted. Operators will have to become attuned to potential guests’ search processes, which vary according to market segment. Although appropriate pricing is essential, a strong focus on the brand is an essential counterbalance to the disintermediation and commodization that can be side effects of internet transparency. Existing models for the use of social media that have become common in America and Europe may not apply in India, which already has its own culture of communication that is based on informal networks. One approach that hoteliers can use to maintain an effective customer value proposition is to analyze the data that customers supply on their numerous internet postings. Although those...
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...Organizational resources of Shangri-La ----------------------------------------- 4-5 5. Hotels’ Strategies -------------------------------------------------------------------------6 6. Key issues confronting the Shangri-La --------------------------------------------7-8 7. Recommendations and Justifications --------------------------------------------9-10 8. Conclusion -------------------------------------------------------------------------------10 9. References 10. Appendices [A] Awards of Shangri-La Hotel Group, “Global recognition of excellence” [B] Details timeline of Shangri-La’s external context [C] TABLE 1 – Popular social networking sites (adapted from Luebke, 2010) [D] TABLE 2 – Broad Environment Analysis to Shangri-La hotels’ strategies development [E] Financial Statement 2009-2010 (Sources: 2010 Sustainability Report of Shangri-La Asia Limited, p.9) [F] Commitment of Social Responsibility (CSR) structure & focus areas (Shangri-La) [G] Context of Shangri-La Academy Courses & Work-life balance [H] Employee profile & turnover survey in Shangri-La (Sources: 2010 Sustainability Report of Shangri-La Asia Limited, p.13-15) [I] Shangri-La’s Supplier Code of Code (Sources: Official Website) [J] Shangri-La’s Five Force Analysis Table 1. Introduction In this essay, I will first briefly descript the background of the Shangri-La hotels and resorts. Then, I will in-deep analyze the general environment and organizational...
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...Tourism Management 31 (2010) 1–12 Contents lists available at ScienceDirect Tourism Management journal homepage: www.elsevier.com/locate/tourman Progress in Tourism Management A review of innovation research in tourism Anne-Mette Hjalager University of Southern Denmark, Niels Bohrsvej 9-10, DK-6700 Esbjerg, Denmark a r t i c l e i n f o Article history: Received 27 January 2009 Accepted 31 August 2009 Keywords: Innovation Innovation systems Knowledge Clusters Policy a b s t r a c t Over the past two decades, there has been increasing focus on the topic of innovation in tourism. This article reviews the research contributions. Various categories of innovation – product, process, managerial, marketing and institutional – are addressed. Important determinants of innovation are acknowledged, including the role of entrepreneurship, technology push and the existence of territorial industry clusters. Representation of knowledge is also identified as a critical factor for both the occurrence and nature of innovations. The review reveals that there is still only limited systematic and comparable empirical evidence of the level of innovative activities and their impacts and wider implications for destinations and national economies. An agenda for future research is emerging, suggesting that there is quest for both formal quantification and for qualitative studies of the foundations, processes, implications and policies of innovation in tourism. Ó 2009 Elsevier Ltd....
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...| P. 6 | * Chapter 3. Job Analysis | P. 12 | * Chapter 4. Performance Management | P. 14 | * Chapter 5. Conclusion | P. 18 | * Reference | P. 19 | Executive Summary In this report, we used Best Fit model in Hong Kong Gold Coast Hotel. This report provides analysis and evaluation to measure an F&B manager’s performance in the hotel and provides the relevant rewards. We suppose the F&B manager is a man. We analysis the internal and external situation for the hospitality industry to find out the opportunities and threats to see that how our hotel can get the benefit through the opportunities. Then we have the job analysis to formulate what employee is suitable for the position, so we decide to draft the job description and job requirements. According to the job analysis, we have to set some standard to measure the employee’s performance. After that we use different appraisal methods to evaluate the employee and give some rewards to him based on his performance. Chapter 1. Introduction Our objective is using the performance management program to increase the F&B manager’s performance and enhance the performance of F&B department to catch the opportunities that we found in situational analysis of best fit model to increase the company’s competitive advantage to achieve the company’s goals. The Hong Kong Gold Coast Hotel is the city's foremost 5-star beach resort hotel and conference center which was developed by Sino Group and completed...
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...Table of Contents: Introduction….………………………………………………………………………………..p. 3 Five Forces Model in Hospitality Industry…………………………………………………..p. 4 Top three companies in Hospitality Industry (Hotels)………..…………………………….p. 5 Marriott International, Inc. Comparative Strategy, Value Chains..……………………....p. 7 Differentiation Strategy of Marriott International, Inc……………………….…………...p. 7 Cost Leadership Strategy of Marriott International, Inc…………………………………..p. 8 Value Chains of Marriott International, Inc………………………………………………p. 8 Primary Activities…………………...……………………………………………….p. 8 Supporting Activities………………………………………………………………...p. 9 Business processes………………………………………………………………….p. 10 Conclusion………………………………………………………………………………….…p. 11 References……………………………………..………………………………………………p.11 “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency”. (Bill Gates) Introduction. In the today’s world of competitive markets, information technology has a huge impact on the success of the companies. “The role of IT is constantly evolving and has changed significantly from the days when the IT organization was often referred to as “data processing.” Today, in many industries, IT enables some businesses to differentiate themselves from their competitors. Those companies...
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...|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 ...
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...Part III: Proposal The merger of Starwood Hotels and Morgans Hotel Group will have both its benefits and challenges. These two specific issues have been broken down into three areas; employees, customers, and investment. We will examine the benefits first, followed by the challenges we might foresee With respect to benefits let’s first look at how the merger will affect the employees. With this merger there will be a strong and unambiguous signal to the employees that business will continues as usual. Employees of both companies will keep their corporate culture with minimal or no disrupt to their current business practices. Good will comes with Morgans Hotel Group and Starwood clearly sees and understands that value in their brand. Customers are generally comforted by the familiar, and it is important to Starwood that Morgans customer’s experience, nor fell any change with the company. But we also believe that there are synergistic benefits that will be offered and felt in a positive form. This deal should round out Starwood’s portfolio, adding a unique brand in the boutique market that will allow organic growth and adds value via synergies and opportunities for growth through cross selling. Now let’s address the issues of challenges with respect to the same order. Employees may question that if there are no obvious or evident changes was the merger actually necessary. We don’t want employees of Morgans to feel as if they are just cogs in the wheel of a large organization...
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...Undergraduates' Perceptions of Tourism and Hospitality as a Career Choice Scott A. Richardson Griffith University Gold Coast, Australia E-mail: scott.richardson@griffith.edu.au ABSTRACT This study explored undergraduate tourism and hospitality student’s views of the industry as a career choice. Three hundred and seventy-nine tourism and hospitality students, from eight Australian institutions, completed a questionnaire rating the importance of twenty factors in influencing their choice of career, and then the extent to which they thought tourism and hospitality, as a career, offers these factors. A number of factors have been identified as being significantly different. From the results it is clear that students generally do not believe that a career in tourism and hospitality will offer them the factors that they find important. Key Words: Career choice, Undergraduates, Perceptions, Tourism, Hospitality INTRODUCTION The tourism and hospitality industry worldwide, and in Australia in particular, has been confronted with the problem of attracting and retaining quality employees which has lead to a shortage of skilled personnel to staff the ever-growing number of tourism and hospitality businesses (Andorka, 1996; Bonn & Forbringer, 1992; Breiter, 1991; Deery & Shaw, 1999; Dermady & Holloway, 1998; Emenheiser, Clay, & Palakurthi, 1998; Ferris, Berkson, & Harris, 2002; Freeland, 2000; Heraty & Morley, 1998; Hinkin & Tracey, 2000; McDermid, 1996; Powell, 1999; Tourism Division, 2002)...
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...Airline Industry Introduction In this research paper, methodological approaches of 3 different peer reviewed tourism journal articles from the journal “Tourism Management” have been compared. The first article is on the topic of changing gender representation in airline/aviation industry. This research study has identified the trends related to gender representation in airline industry have been discussed. In this article, the influence of different media such as contemporary electronic, celluloid and print has been discussed and the role of media in affecting life as well as career choices especially from the perspective of gender is conferred. According to the article, e-media imagery holds more power than ever before to influence life, especially career choices of a person. New generation especially now take their input from the imagery shown on the media in making their career decision and media has played an important role in helping women to gain more representation in careers that were previously dominant by the their male counterparts. According to the article, e-media imagery holds more power than ever before to influence life, especially career choices of a person. New generation especially now take their input from the imagery shown on the media in making their career decision and media has played an important role in helping women to gain more representation in careers that were previously dominant by the their male counterparts. Airline industry has always...
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...and external factors concerned with the expansion of “Touch’ in Paris” into the Irish market under the name “Touch’ in Dublin”. Internal analysis will give you an insight of what kind of internal issues and obstacles we may encounter. External analysis will focus towards understanding the Irish food industry and will give you an insight of current market conditions. Modes of entry will give you an insight and an explanation of which approach we are suggest to enter the market. Overall, this research paper will guide you through all the analysis that we conducted and will allow you to better understand the risks as well as rewards associated with opening a natural-monopoly business as it is one of a kind. Table of Content Chapter 1: Introduction Chapter 2 : Internal Environment (PRIMEFACT) 1) People8 2) Reputation8 3) Intellectual Property8 4) Market Information9 5) Ethos9 6) Finances9 7) Agility9 8) Collaborators10 9) Talents10 Chapter 3 : External Environment (ICEDRIPS) 1) Innovation10 2) Competition11 3) Economic Factors11 4) Demographic12 5) Regulatory Environment12 6) Infrastructure13 7) Partners13 8) Social Trends13 Chapter 4: Modes of Entry 1)...
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...ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Stephen W. Litvin College of Charleston Ronald E. Goldsmith Florida State University Bing Pan College of Charleston Stephen W. Litvin is Professor of Hospitality and Tourism Management in the School of Business and Economics, at the College of Charleston (South Carolina); Ronald E. Goldsmith is the Richard M. Baker Professor of Marketing at Florida State University; and Bing Pan is Assistant Professor and the Director of the Office of Tourism Analysis at the College of Charleston. Address correspondence to: Steve Litvin, Department of Hospitality and Tourism Management, College of Business and Economics, College of Charleston, 66 George Street, Charleston, SC 29424. Phone 843-953-7317; Email litvins@cofc.edu Submitted June, 20, 2005 to Tourism Management Revised and resubmitted May 09, 2006 Second revision October 1, 2006 ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Abstract Interpersonal influence and word-of-mouth (WOM) are ranked the most important information source when a consumer is making a purchase decision. This influence may be especially important in the hospitality and tourism industry, whose intangible products are difficult to evaluate prior to their consumption. When WOM becomes digital, the largescale, anonymous, ephemeral nature of the Internet induces new ways of capturing, analyzing, interpreting, and managing online WOM. This paper describes online interpersonal...
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