Please enable JavaScript.
Coggle requires JavaScript to display documents.
Resort Hotels (Product life cycle ((Growth Stage : What is the range that…
Resort Hotels
Product life cycle
Mature stage : How to make the range possible
Saturation Stage : Expending the basic range with new possibilities
Decline Stage
Introduction stage : What kind of accomodation - Luxury/Budget
Expending constantly the possibilities in the Resort makes it possible to have a wide range with a high varariation
Growth Stage : What is the range that we will be offering
Internal performance objectives
4 V's
High volume
High Variety
High Variation
Low Variability
Type of Organization
Organisational Design
Organizational forms
Divisional
Hierarchy
Organizational charts (Jungerling 2014&Smit 2015)
Additional teams: Animation, Spa, Sports etc. (outsourced?)
Centralisation
AP centralized Montage Hotels&Resorts (Hospitality Technology. 2014)
Wyndham Hotels & Resorts, Reservation system centralized. 2005.
Cloud based system for sales at Mariott and Hilton (Hospitality Technology 2013)
Horizontal Complexity (Drozdiak, 2014)
Relatively big hotels
Many facilities
Long stay guests
Process Type/service Process (core processes)
Customer Relationship Process
Making sure the check-in process is nice, friendly, guest-focussed and efficient (arrival)
o Making sure the check-out process is nice, friendly, guest-focussed and efficient (post-stay)
o Making sure the room is cleaned well by housekeeping (pre-arrival)
o Making sure your staff is friendly to every customer (always)
o Making use of e-mail addresses: E-mail marketing and newsletters (post-stay)
Supplier Relation Process
o Making sure the bars and restaurants are stocked well (pre-arrival)
o Making sure the bars and restaurants are filled well (pre-arrival)
o Making sure the relationship with the supplier goes well (always)
o Focussing on costs with making orders (pre-arrival)
Order Fulfillment Process
Booking at the website/third party (pre-arrival)
Preparation reservation: PMS System, charging credit card (pre-arrival)
Preparation reservation: PMS system, charging credit cards (pre-arrival)
Making sure there are no guests with an open-folio (post-stay)
Product and service development process
o Choosing room for the (loyal) guest (pre-arrival)
o Making sure the parking is clean (pre-arrival)
o Making sure the bars and restaurants are cleaned well (always)
o Bellboys help with luggage from room (post-stay)
o Making sure the WIFI works perfectly in every room (stay)
o Making sure the Gym & Sauna are cleaned well (pre-arrival)
Types of operations
Information Processing Operation
Materials Processing Operation (Sasser, Wyckoff&Olsen, 1978
Tangible
Imperishable
Information Processing Organisation??
Operation Strategy
Quality
Dependability
Flexibility
Order Winners/Qualifiers
Order Winner
Competing on Cost:
Offering All-inclusive, lower prices than you competitors, offering deals
Competing on Quality:
Personalization, Easing the processes, Exclusive location
Competing on Dependabilty:
Loyal guests
Competing on Flexibilty:
offering different types of stays, modifying existing products, offering more things than expected.
Competing on Speed:
Self check-in before arrival, Forbes standards
Order Qualifier
Competing on Quality:
Meeting the expectations of the guest e.g. free WiFi, gym etc.
Competing on Cost:
offering the same costs as your competitors
Competing on Dependabilty:
Consistency
Competing on Flexibilty:
Ordering as many rooms as demanded, ordering different types of rooms, different facilities
Competing on Speed:
quick service at the F&B department
Market structure
Olipology (Jones&Robinson, 2012)
Monopolistic Competition (Shetty, 2008)
Service form life cycle
Servuction System (Langeard et al. (1981)
Back of House
Front of House
Evoluation of the result
Rejuvenation
Decline
Resourch for another posibility
Customer Processing Operation (Sasser, Wyckoff&Olsen, 1978)
Service
Intangible
Heterogeneity
SOP
Perishable
Simultaneity
Facilities
Hotel
Sources:
https://www.hvs.com/Content/3085.pdf
Family
Adults
