Characteristics Of The Service Industry

In relation to hospitality and catering, the non-commercial or “public” sector exists in the form of hospitals and institutes of education. Organisations in the commercial sector are privately owned and exist solely to find a niche to exploit to make money. While money-making is still a factor in the private sector, it is not the main goal. With the primary goal, demographic and expectations of the target audience, along with location and budget, all taken into account, different areas of the hospitality and catering industry begin to differ widely.

Rationalisation as an approach towards Junction Hotel can show its advantages in efficiency levels however; even efficiency is not always affected in a positive way as Ritzer (2011) explains using the organisation McDonald’s as his focus, constructing social theories in the organisation about how people’s creativity can be restrained in the repetitive workforce. Ritzer (2011) explains his theory upon how individuals in the workplace are affected by a more psychological perspective. Thinking about the rationalisation approach towards the Junction Hotel may not only limit staff member’s creativity, but make the current workplace more repetitive and therefore dull. Increasing managing customers in an efficient time may also create a negative affect by increasing the workload per person

They upgrading a hotel first upgraded employee facilities. When a survey at London hotel showed dissatisfaction with workers’ areas, installed new floors, lockers, and showers within three months. Four-seasons needed to get it down to the front line: clerks, bell-staff, bartenders, waiters, cooks, housekeepers, and dishwashers, the lowest-paid and in most companies the least-motivated people, but the ones who would make or break a five-star service reputation. Four-seasons needs employees able and willing to respond on their own to whatever comes up, employees who can spot, solve, and even anticipate problems. That means delegating authority as well as responsibility. Four-seasons pay attention on how to treat employees and make them feel confortable when they work in hotel because employees could bring positive attitude towards customers if they in good mood.

“How much to increase capacity depends on (1) the volume and certainty of anticipated demand; (2) strategic objectives in terms of growth, customer service, and competition; and (3) the costs of expansion and operation” (Russell & Taylor, 2011, p. 259).

It will also allow the tasks to be completed efficiently so that the business can focus on improving other areas of the business where the employees may require a higher level of training in customer service such as the waiters and reception staff. I think these departments should not use rationalization because they have direct contact with the customers, to make the customers feel welcomed and help the business to keep its identity of a quality hotel they must be more social and engage with the customer to provide them with the individual needs and services the hotel has on offer. Junction Hotel should also cut down on their costs much like Travelodge have done so that they offer the basics to the customers and have the extras available on extra cost so that not only can they exploit efficiency in service but have variety in terms of the product they have on offer which will help them increase their profits and market share in this difficult climate. Junction Hotel should also change their way of management so that they have more of a social business which will should help the employees to feel more willing to work and feel wanted so that they can provide a cheerful and happy experience for the customer, which will be an opposite to if they adopt rationalization in management like the experience customers feel at McDonalds, they often feel they are talking to a robot and may choose to go

Schroeder, Goldstein, and Rungtusanatham said “capacity can be measured in terms of output measures such as numbers of units produced, tons produced, and number of customers served over a specified period.” As organizations are built part of their discussion panel is to determine the amount of people they anticipate on serving.

Determining capacity is a very important of company day to day operations as it considers whether the amount of work that a company is putting out is capable of meeting supply and demand. Management must make correct decisions that consider product mix issues, whether or not processes and capacity can be improved without adding risky staffing or machinery investments, how to avoid bottleneck areas and whether quality is at expected consumer standards (Vonderembse & White, 2013).

The Indian hospitality industry has emerged as one of the key industries driving growth of the services sector in India. The hotels and hospitality sector is a broad group among the service industry which includes lodging, event planning, theme parks, transportation, cruise line. The hospitality industry is a billion dollar business which depends on the accessibility of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, and an amusement park consists of multiple groups. For example facility maintenance, direct operations which include servers, housekeepers, porters, kitchen workers, bartenders, management, marketing, and human resources. Usage rate, or its inverse "vacancy rate", is a significant variable for the industry. This led to expansion of services with the aim to augment usage rate provided by hotel consolidators. Information about required or offered products is brokered on business networks used by

As we discussed in class, every business is faced with these issues and they are important to managers making strategic decisions. One of the first things learned about business is that if there is no demand for a good or service, the firm that provides it will not continue to exist. Over time the hotel industry has continued to change with market conditions and make itself attractive to business

There are constraints on capacity management and these are normally Time and Capacity. Time may be a constraint where a customer has a particular required delivery date. In this situation, capacity managers often "plan backwards". In other words, they allocate the final stage (operation) of the production tasks to the period where delivery is required; the penultimate task one period earlier and so on. This process helps identify whether there is sufficient time to meet the production demands and whether capacity needs to be increased, albeit temporarily.

Scheduling: With good staff scheduling in a restaurant, employee satisfaction will increase, therefore drastically reducing turnover, and thus reducing costs of training. This can also help with employee incentives.

Capacity planning is a necessary function of an organization to ensure that the highest rate of output is reached through the current processes taking place within an organization. These strategically defined processes must have the ability to provide flexibility to meet future capacity demand, whether due to opportunity growth or adjustments to make decreases to maximize profits. “Capacity decisions related to a process need to be made in light of the role the process plays within the organization and the supply chain as a whole, because changing the capacity of a

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

The hotel industry is one of the most prolific industries in Australia due to its presence in society and, the impact it has on the nation’s economy. Advances in technology since the end of the 20th Century have allowed the service market of a hotel to develop rapidly (Hilton Melbourne South Wharf

Qns: Discuss the 4 major characteristics of services and the marketing strategies available for the service organization.