Hospitality Management Case Study

The hospitality and leisure industry hug a variety of sectors and businesses across hotels, restaurants and restaurants, travel and tourism, gaming, sport and leisure. The sector is reliant on the consumer confidence and business sentiment and is facing rising pressure to deliver innovation, value and quality. Hospitality is that business that helps people to feel welcome, relaxed and to enjoy themselves. It is all about customer service and providing the best quality and experience possible for the customers. (Discover Hospitality, 2012)

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

3.1 For each hotel, what is the role of technology and the role of operations

      This study will be significant in the hotel owner as well as to hotel staff to gain more profit since it is online, the geographical reach will be widen thus making sales growth increased from time to time. Costumer convenience will also be emphasized because they can make any transaction anytime, anywhere.

To identify the unique characteristics of the hospitality and tourism product and discussing their implications in achieving service excellence in the Hospitality Industry.

Hospitality Industry is broad and diverse; organizations within it share some things in common. One is the need for staff members with a variety of knowledge, skills and experience to produce the products and services that are needed or desired by consumers. Each job has specific requirements. Anyone who is capable of meeting those requirements become effective in job performance. These

The most important thing to having a successful business is to have the most up to date information. If you have all the information at your fingertips it can help you to make the best possible decisions. What kind of information is available and how do we sort through it and use this information? In the hospitality industry the amount of information received everyday is overwhelming, and it isn’t possible for staff to be able to sort through it and organize it properly. In the hospitality industry the information technologies are the tools that the staff uses to sort and manage the information and the balanced score card is just one

What is hospitality? Hospitality industry is both a service and labor intensive proposition (Poulston, 2008). As per dictionary meaning is the kindness on welcoming guests or strangers, just like a reception for the patient when stay inside the hospital, patients will receive a friendly and generous reception. The hospitality profession is described by Fabienne Rollandin (2014), director of industry relations and market research at Swiss hospitality management school Glion, as a ‘people-orientated industry’. Students are expect to providing high contact services, every single movement or behaviour will give a big impact towards customer. The key determinants to provide service quality, which will direct linkage to customer or guest satisfaction and loyalty are employee attitude, performance, and behaviour (Heskett, Jones, Loveman, Sasser Jr., & Schlesinger, 1994). So hospitality industry consider one of the tough industry in the world, because dealing with people is always difficult and challenger.

For the hospitality industry marketing is an essential part of operations that adds value to the basics of accommodation, food and beverages and turns them into desirable products for the customers with the use of good service and excellent presentation (Wearne and Morrison, 1996). The opportunities of online marketing are immeasurable, that is why hospitality industry relies on it to support the customer relationship management (CRM). Goldenberg (2008) defines CRM as an approach that consolidates people, process and technology to enhance the relationship with the customer. Also, writer notes that Internet plays a crucial role in providing consistent coordination of all customer-facing operations. Therefore, all hospitality companies are investing

Hospitality operation management can be well-defined as one of classification of transmitting the contribution that can be resources, products, services into an necessary output as in goods and better performance of services and healthier utilization of assets by going through some of the management process such as planning, controlling, forming and accomplishing them for a business 's strategy in hospitality.

The Ritz-Carlton – Specializing in Customers is exactly what is. This is what the Ritz is all about and they have the awards to prove it. Since technology has taken over the world within the last decade, businesses have heavily relied on the technology to help support their everyday processes, and our personal lives has came accustomed to it, also. The Ritz-Carlton utilizes technology, but they are refusing to follow suit of other hotel chains. A lot of other hotel chains are switching or experimenting with an automated check-in system, but the Ritz is refusing to replace their human service with machines. Their customer service is what distinguishes them for the others and they are going to stick with what got them to where they are

This case begins with a busy, successful hotel that is part of a well-known major chain. The employees are happy and productive, there are no problems with anything. Audrey is an employee at the front desk and, unbeknownst to the rest of the hotel staff, she is in a relationship with her direct supervisor, Gerald. Their relationship has lasted roughly three months. Audrey had recently finalized a divorce, and has been in a dire financial situation as she kept the kids from the divorce. Audrey recognized that she needed a second job, but Gerald convinced her to abandon those pursuits; telling her he would help her fix her money issues. Gerald did not help as he had promised, and Audrey began borrowing money from her cash drawer to pay her bills. The general manager, Pablo, caught Audrey when he counted her drawer while Gerald was on vacation. After the confrontation, Audrey confessed to the taking money from her cash drawer, and to her relationship with her superior. Audrey stated that she has always paid back the money she borrowed. The hotel management now must decide what to do.

Porter defines cost leadership, differentiation and focus, as the basic business strategies for an organization to gain competitive advantages. An effective competitive strategy should be based on the organization’s goals and objectives as well as the market situation (Allen & Helms, 2006). Hotel ICON is an independent teaching hotel focusing on creative and innovative design and services. As the slogan ‘Unlike Any Other’ illustrates, Hotel ICON strives to create a unique hotel experience for customers instead of a stereotype one that they can gain in most chain hotels. This indicates that the hotel is following a differentiation strategy to gain competitive advantages in the Hong Kong hotel market by providing stylish design supplemented by the revolutionary technology trend (Hotel ICON, 2011).

Final Course Project Name Foundations of Hotel Management/ HOSP320 Professor TABLE OF CONTENTS Introduction .................................................................................................................................... 1 Type and Size of Hotel .................................................................................................................. 2 Average Daily Rate of the Absolute Prestigious Hotel ................................................................. 3 Geographic Location and Target Market ....................................................................................... 3 Type of operating Segment ............................................................................................................ 4 Departments within the Absolute Prestigious Hotel ......................................................................

Levy- Bonvin (2003) stated that “the early years of the twentieth century were rich in new hotels which rapidly became prestigious”. Numerous hotels were established during this time, not only in cities but also in mountains. Hotel chains also became more attentive to their guests needs and wishes by increasing their range of services. During the 1980’s, hotel trends evolved even more with the construction of airport hotels, ski resorts and with the introduction of property management systems. Technology made its greatest impact during the nineties with the use of check in and check out procedures of the global reservation systems. This burst of technology increased the industries status with its customers, for they were now able to market their products better and satisfy the needs of their average guests.