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Resort Hotel: Sharm el Sheikh Rozemarijn Wolkenfelt Femke Erkelens…
Resort Hotel:
Sharm el Sheikh
Rozemarijn Wolkenfelt
Femke Erkelens
Lindsay Millenaar
Suzan Koot
Damian Tengnagell de Raad
Zara Baelde
Core Processes
Organizational design
Formalization of Four Seasons
SOP's
Complexity
Many sub units
Organizational form
Divisional
Regions
Order fulfilment Process
Know needs and wants of your guests
quality control systems
employee trainings
Product and Service development Process
Continuous improvement
research to changing guest expectations
Customer Relation Process
Clear Communication
Loyalty programs including rewards
Surveys
turn clients in repeat clients
Supplier Relation Process
Meet demand of customers
be secure for unexpected events
Dependability
4 V's
Variation
: high, depends on seasons
Variability
: higher than usual at resort hotels because of lower volume and same guests
Variety:
high, many facilities
5 restaurants
13 treatment rooms
3 lounges
3 tennis courts
3 swimming pools
Fitness
Kids club
Volume:
lower than usual at resort hotels
Order Winners & Order Qualifiers
Order Winners
All-inclusive
High number of activities available
Close to the beach
Pick-up and drop-off facilities
Close to nature experience
Low price
Many facilities for all ages
Kids friendly
swimming pools
Multiple food and beverage outlets
shops available on resort
Order Qualifiers
emergency healthcare facilities
basic comfort
cleanliness
ease of access
security on permises
good reviews/ratings
green key label
Free Wi-Fi
Segmentation and target market
Demographic
25+
Families
Couples
High Income and Well- educated
Elderly
Psychographic
Interests
Travelling
Sports
F&B
Lifestyle
Healthy
Active
Busy
Wealthy
Luxury
Values
Excellent service
Relaxation
Family focused
Extra attention
Behavioural
Loyalty program
Routine buyers
Brand loyalty
Geographic
Western Countries
Rich continents
International
Internal performance objectives
Cost
Packages
Employee Costs
Fixed Costs
Food costs + waist
Quality
personal value
indoor and outdoor service
5-star quality service
children facilities
Meet expecations
Dependability
Safety
Schedule Adherence
Suppliers trust
Flexibility
Opportunity for late check-out
Breakfast for families, elderly people
High/Low Season
Disabled People
Different types of restaurants
Speed
Room Service
Product Development
Check-in + Check-out
Children Facilities
Operation Types and Features of Services
CPO's
Intangibility
Turndown service (twice-daily housekeeping), 24/7 reception, 24/7 in-room dining, babysitting services, sports equipment, scuba diving and snorkel excursions, early morning yoga.
Heterogeneity
Service is received in different ways.
Perishable
Rooms and services are not storable.
Simultaneity
Service is produced and consumed at the same time,
MPO's
Non-Perishable
The amenities in the rooms, The service is there but does not have to be used.
Tangibility
4 swimming pools, 5 restaurant/bars, 4 lounges, spa, fitness, private sand beach, diving centre, teen centre, tennis courts.
Homogenity
Rooms and facilities are the same for every guest
Separability
Guest determines when they want to use what service or product.
IPO's
Communication of information
Information processes
Collection of data
Market Structure
Imperfect Competition
Monopoly
Duopoly
Oligopoly
Monopsony
Oligopsony
Monopolistic competition
Perfect Competition
Strategic Operations
E-commerce
Website
Trip Advisor
Booking.com
D-Reizen
Facebook page
Lean Production
Extensive waste management
Over-production
Stocks
Waiting time