...Curtin Business School (CBS) School of Marketing Unit Outline HOSP2000 Hospitality Industry Management Semester 2, 2015 Unit study package code: HOSP2000 Mode of study: Internal Tuition pattern summary: Note: For any specific variations to this tuition pattern and for precise information refer to the Learning Activities section. Seminar: 11 x 3 Hours Semester Fieldwork: 1 x .5 Days Semester This unit contains a fieldwork component. Find out more at the fieldwork education website: ( fieldworkeducation.curtin.edu.au ) Credit Value: 25.0 Pre-requisite units: Nil Co-requisite units: Nil Anti-requisite units: Nil Result type: Grade/Mark Approved incidental fees: Information about approved incidental fees can be obtained from our website. Visit fees.curtin.edu.au/incidental_fees.cfm for details. Unit coordinator: Title: Name: Phone: Email: Building: Room: Dr Jong-Hyeong Kim +618 9266 4389 jong.kim@curtin.edu.au 408 2006C Teaching Staff: Name: Phone: Email: Building: Room: Jong-Hyeong Kim +61 8 9266 4389 Jong.Kim@curtin.edu.au 408 2006C Administrative contact: Name: Phone: Email: Building: Room: Kelly Nowak +618 9266 3882 Mktg@curtin.edu.au 408 2014 Learning Management System: Blackboard (lms.curtin.edu.au) HOSP2000 Hospitality Industry Management Bentley Campus 28 Jul 2015 School of Marketing, Curtin Business School (CBS) Page: 1 of 7 CRICOS Provider...
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...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...
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...UNIT 14: HOSPITALITY CONTRACT AND EVENT MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand external factors that affect planning and management in the event and contract sectors Diversity of sector: employee catering; hospital catering; school meals; conference centres; location and outdoor events; banqueting; private functions Types of service provision: food and beverage services; accommodation services; reception; facilities management; linen and laundry; cleaning; administration; hotel services; maintenance; security; purchasing; human resource services Component elements of the contract/event: menu design; food and beverage service style; staffing; timing; space layout; decoration; entertainment; lighting and sound External factors: socio-cultural; economic; political; technological; environmental; legal LO2 Understand the operational issues which affect the success of event management Elements of project management: action planning; product knowledge; decision-making; scheduling; administration; client liaison; component elements of the event; liaison with internal/external providers (executive chef, restaurant/bar manager, HR manager, front office, AV technician, florist, artiste/agent) Food and beverage systems: suitability of menu design; type of food service system for a particular contract and event catering situation; suitability of purchasing; delivering and storage systems Marketing and sales issues: product placement;...
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...UNIT 13: CONFERENCE AND BANQUETING MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand the nature of the conference and banqueting sector and the factors influencing its development Diversity of venues: venues eg conference centres, specific conference and banqueting facilities within hotels, multi-functional leisure centres Nature of the industry: size and worth of the industry; types of event Development of the industry: socio-cultural; economic; political; technological; environmental; legal LO2 Understand the key strategic and operational issues involved in the effective management of conference and banqueting events Administrative procedures: function sheets; booking diary; the contract; pricing and packaging; discounting initiatives; space utilisation Financial, legal consideration and marketing consideration: licensing law implications, health and safety legislation eg Health and Safety at Work Act 1974 (HASW); hygiene regulations; product placement, targeting and selling; required profit margins Function etiquette and protocol: religious and cultural guidelines, protocol appropriate to different occasions, weddings, formal dinners, room design, seating plans, role of master of ceremonies Performance and quality: evaluation and review techniques, client and guest evaluation procedures, venue appraisal, profit realisation, closed loop evaluation methods LO3 Understand food production and service systems Food production ...
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...(HND) in Business Unit Number and Title: Marketing Planning (Unit 19) Unit Level: Level 5 Unit Code: Y/601/1259 Module Tutor: BM Razzak Email: razzak@londonchurchillcollege.co.uk Date Set: 10/05/2015 Key dates Distribution date: 27/05/2015 Submission date: 1st July 2015 Return date: 4 weeks after submission Introduction Effective planning is essential for any marketing activity to ensure that an organisation realises its marketing objectives. Without planning, marketing activity can be inappropriate and waste resources and opportunities. This unit introduces learners to different ways of auditing, to looking at how internal and external factors can influence marketing planning for an organisation, in order to build up a picture of the marketplace. Learners will gain an understanding of the main barriers to marketing planning, the effects of barriers, and how these can be avoided or overcome. Ethical issues in marketing are important in terms of how an organisation and its products are perceived by customers and employees, and can affect the overall ethos and ultimate success of the organisation. This unit will enable learners to investigate and examine how exemplar organisations have been affected by ethical issues, how they deal with them, and how ethical issues should be taken into account when developing marketing plans. On completion of this unit learners will be able to produce a marketing plan for a product...
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...UNIT 2: FINANCE IN THE HOSPITALITY INDUSTRY Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand sources of funding and income generation for business and services industries Funding: sources eg retained profits, loans, banks, investors, small business schemes, franchise, hire purchase, sponsorship, lease schemes, creditors, debt factoring Income generation: methods eg sales, commission, sub-letting, sponsorship, grants, tracking mechanisms LO2 Understand business in terms of the elements of cost Elements of cost sales; materials; consumables; labour; overheads; capital; gross and net profits; discount costing Selling prices: product and service costing; formula to achieve a specific gross profit percentage; differential gross/net profit margins; marginal costing; effect of competition; freelance; commission; peak/off-peak trading Control of stock and cash: methods eg storage, purchasing, cash, security, reconciliation, stock-taking Taxation: income tax; Value Added Tax (VAT); corporation tax; schedules; rates; personal/capital allowances; post-tax profits, implications LO3 Be able to evaluate business accounts Trial balance: source; structure eg summary of accounts from sales, purchase and nominal ledgers Final accounts: types eg sole trader, partnerships, limited company, trading account, profit and loss account, balance sheet, adjustments for depreciation, accruals, prepayments, bad debt provision; format eg vertical, double-entry,...
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...UNIT 16: SALES DEVELOPMENT AND MERCHANDISING Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand elements of the product in a business and services context Products/services: characteristics, features/benefits, product strategy/mix, life cycle, development processes, test-marketing (simulated and controlled), concept development and testing, unique selling points (USPs), branding Market segmentation: rationale for segmentation, methods of segmentation, recognising market needs, matching ‘offer’ to market segment, benefits and constraints of branding, theme developments Context: types eg hospitality and catering, hairdressing and beauty therapy, sports and leisure, travel and tourism LO2 Understand external sales development techniques Buyer behaviour: motivation theory, the purchase decision process Advertising: media selection, costs, target markets, evaluating effectiveness, sales promotion External merchandising: design aspects eg location, access, car parking, signage LO3 Understand the tools and techniques of internal sales promotion and merchandising Design considerations: customer ergonomics (ease of access to product and point of sale), environment/ambience eg heating, lighting, seating, noise, equipment Internal merchandising: internal signage, sales materials, electronic sales aids, matching materials to image created by external methods Sales promotions: range of promotional activities; matching activities to market and business;...
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...UNIT 3: CUSTOMER SERVICE Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand customer service policies within business and services contexts Policies: policies (structure, use, focus, customer requirements/expectations, product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation, effective communication) Quality of service: methods of assessment; customer expectations; standardised procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness) Evaluation: purpose; sources of feedback; accuracy; relevance; reliability; validity; methods of data collection; improvements; staff training and development Hospitality industry: industries within the hospitality industry eg hotels, restaurants, pubs, bars and nightclubs, contract food service providers, hospitality services, membership clubs, events LO2 Understand the purpose of promoting a customer-focused culture Communication: types eg verbal, non-verbal body language, written; types of response; use; effect Customer: central role; customer service culture; identifying and analysing customer requirements and expectations; influences of service provision on customer perceptions Benefits of improved service: customer satisfaction, repeat business, improved reputation, increased profit LO3 Be able to investigate customer...
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...UNIT 15: ON-LICENSED TRADE MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand key issues that impact on the licensed trade industry Brewing and the licensed trade: economic, social and legislative history Agreements: freehold; leasehold; tenancy Types of licensed premises: family; themed; community; country; town houses; branded pubs including franchises Future developments: national; EU influences Industry challenges/issues: the health agenda; responsible retailing; anti-alcohol lobby; smoking ban; violence; ethics; social responsibility; alcohol related disorder; gambling; pub closures; sustainability and the environment LO2 Understand the effective development and operation of on-licensed premises Design: interior and exterior design, ergonomics, customer and workflow, economic use of space, provision for family areas (indoor/outdoor) Regulatory constraints: licensing law; health authorities; the police; planning authorities; licensing justices; weights and measures; safety; risk analysis Profitable product development: food; liquor; games; Amusement with Prizes (AWP) and Amusement with Skills (AWS); profit and loss statement analysis Stock and cash security: Electronic Point of Sale (EPOS) systems; associated integrated software and paper systems; the prevention of fraudulent practices; till security; security of cash on premises and transference Staffing: structures; recruitment; training; retention; outstanding performance;...
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...of the premier Inn hotel chains .In order for the analysis to be successfully implemented, the report has embraced the current strategy position within the sub unit part of the company. The analytical tools that will be used are PESTLE, Five porters’, SWOT, and value chain analysis. The analysis tends to show a very competitive market structure; faced within the harsh economic times in the hospitality industry. The differentiation strategy, implemented to the company has enabled it to deliver unmatched services to the customers in the UK. This report also analyses the internal and external environment in which premier Inn carries its own business. It will in further analyze the value addition chain of the company in terms of services offered to customers and look at the resources and competencies of the company holds. The industry current and future strategy is analyzed on the prevailing market conditions and the consumer demand .At the end of the report recommendations on the premier Inn will be provided to enable the business to be in a better competitive edge as they solve the current problems. They will solve the current weakness and threats while maximizing on the strengths and opportunities. Table of contents 1. Introduction 4 2. External environment Analysis 4 2.1 PESTEL 5 2.2 Porter’s five forces model 8 3. Internal environmental Analysis 10 4. SWOT Analysis 13 5. Strategic clock analysis 13 6. Conclusion 14 References list 16 Appendices 18 1. Introduction...
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...TOURISM STUDIES BA - IHA Assignments Booklet (2012-13) [pic] School of Tourism and Hospitality Services Management Indira Gandhi National Open University Maidan Garhi, New Delhi – 110 068 BA - IHA ASSIGNMENTS TOURISM STUDIES Dear Student, You will have to do one Tutor Market Assignment (TMA) in each of the courses in Tourism Studies. Before attempting the assignments please read the instructions provided in the Programme Guide for BA - IHA. In this despatch we are sending you the Assignments for all the EEG - 03 and all the TS courses. Kindly complete the assignments of the courses pertaining to your year of study. Note: All Assignments must be submitted in time and they should be sent to the Coordinator of your Programme Centre. You must mention your Enrolment Number, Name, Address, Assignment Code and Programme Centre Code on the first page of the assignment. You must obtain a receipt from the Programme Centre for the assignments submitted and retain it. If possible, keep a photocopy of the assignments with you. After evaluation, the assignments have to be returned to you by the Programme Centre. Please insist for this and keep them as a record with you. The Programme Centre Coordinator has to send the marks to Programme Coordinator, BA – IHA programme, Room # 13, Block # 1, IGNOU, Maidan Garhi, New Delhi – 110068. GUIDELINES FOR DOING ASSIGNMENTS We expect you to answer each question in about 700/500 words or as mentioned in the assignments. You...
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...TABLE OF CONTENTS EXECUTIVE SUMMARY . . . . . . . . . . . . . . . . . . . . . . . 3 Statement of Purpose . . . . . . . . . . . . . . . . . . 3 Description of the Business . . . . . . . . . . . . . . . 3 Overall Purpose of the Business . . . . . . . . . . . 3 Specific purpose of the business . . . . . . . . . . 3 Marketing Strategy . . . . . . . . . . . . . . . . . . . 3 Production Process . . . . . . . . . . . . . . . . . . . 4 Management Team . . . . . . . . . . . . . . . . . . . . 4 Objectives of the Management Team . . . . . . . . . . . . 4 Financial Considerations . . . . . . . . . . . . . . . . 5 PRODUCTS AND SERVICES . . . . . . . . . . . . . . . . . . . . . 6 Initial Products and Services . . . . . . . . . . . . . . 6 Motel 5 Features . . . . . . . . . . . . . . . . . . , 6 Future Products and Services . . . . . . . . . . . . . . 7 INDUSTRY . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 What is the Industry-Definition . . . . . . . . . . . . . 8 Market Definition . . . . . . . . . . . . . . . . . . . . 9 Competition . . . . . . . . . . . . . . . . . . . . . . . 9 Major Influences on the Business and the Industry . . . . 9 MARKETING PLAN . . . . . . . . . . . . . . . . . . . . . . . . 11 THE PRODUCTION PLAN . . . . . . . . . . . . . . . . . . . . . . 12 COMPANY STRUCTURE . . . . . . . . . . . . . . . . . . . . . . . 13 THE FINANCIAL PLAN . . . . . . . . . . . . . . . . . . . . . . 14 OTHER ATTACHMENTS PERSONAL FINANCIAL STATEMENT TRAFFIC STUDIES ...
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...Existence 3. Physical Chemistry 4. General Biology I (Botany/Zoology) 5. Practical Biology 6. General Physics 7. Mathematics 8. Organic Chemistry I 9. Practical Chemistry Sub-Total Second Semester 10. Communication in English II 11. Nigerian People and Culture 12. Social Sciences 13. Organic Chemistry 14. Biology II 15. Organic Chemistry II 16. Mathematics 17. Practical Physics 18. Use of Library Sub-Total 200 Credits 2 2 2 2 2 2 2 2 2 18 Credits Credits 2 2 2 2 2 2 2 2 1 17 Credits Level 1. 2. 3. 4. 5. 6. 7. 8. First Semester Climatology and Biogeography General Agriculture Anatomy and Physiology of Farm Animals Crop Anatomy, Taxonomy and Physiology Principles of Soil Science Principles of Agricultural Economics Introduction to Forestry Resource Manag~ment Introduction to Biotechnology Sub-Total 8. 9. 10 11. 12. 13. 14. 15. 16. Second Semester Principles of Animal Production Principles of Crop Production Principles of Food Science and Technology Introductory Biochemistry Introduction to Computers Introduction to Fisheries & Wildlife Introductory Statistics Entrepreneurial Studies I Introduction to Home Economics Sub-Total Credits 3 3 2 2 2 2 2 2 18 Credits Credits 2 2 2 2 3 2 2 2 2 19 Credits Total = 37 Credits All courses are core-courses for Agriculture, Fisheries and Forestry. 300 1. 2. 3. 4. 5. 6. 7. 8. Level First Semester l\Ion-ruminant Animal Production Arable Crop Production Introduction to Soil Pedology and Physics Introduction...
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...Service Quality in a Chain-operated Steakhouse Allan Yen-Lun Su, Ph.D. E-mail: allansu@cc.nkhc.edu.tw Department of Baking Technlogy and Management, Kaohsiung Hospitality College Abstract This study attempts to measure customers’ perceptions of service quality in a chain-operated steakhouse using a modified version of the DINESERV instrument (Stevens, Knuston, and Patton, 1995). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during lunch and dinnertime at all 14 steakhouse restaurants. All customers who come to restaurants for lunch and dinner during the two-week research period will be asked to complete the questionnaires. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the differences of customers’ perceived service quality for five dimensions between two meals and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for dining. The results of this study will asssist restaurant management to assess the service quality provided to its patrons. Results of this study will also help restaurant management establish a total quality management (TQM) program to improve...
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...Service Quality in a Chain-operated Steakhouse Allan Yen-Lun Su, Ph.D. E-mail: allansu@cc.nkhc.edu.tw Department of Baking Technlogy and Management, Kaohsiung Hospitality College Abstract This study attempts to measure customers’ perceptions of service quality in a chain-operated steakhouse using a modified version of the DINESERV instrument (Stevens, Knuston, and Patton, 1995). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during lunch and dinnertime at all 14 steakhouse restaurants. All customers who come to restaurants for lunch and dinner during the two-week research period will be asked to complete the questionnaires. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the differences of customers’ perceived service quality for five dimensions between two meals and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for dining. The results of this study will asssist restaurant management to assess the service quality provided to its patrons. Results of this study will also help restaurant management establish a total quality management (TQM) program to improve overall...
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