Resort Hotels
S4.HM-03
OM Team 10
Sol Garstman
Tess Maas
Noa Pozo
Rosanne van Rees
Thomas Siekkötter
Mercy Spiertz
What is a resort hotel?
The Servuction model
(Panayotis, 2018)
(Robinson and Jones, 2020)
Order Qualifiers, (Travelport, 2022) :
Wifi
Order Winners / Internal Performance Objectives,(Vasquez, 2017)
Price
Parking
Quality
Dependability
Flexibility
Location
Airconditioning
Market structure characteristics
Market structure
High level of competition
High product differentiation
Not easy to enter the market
Oligopoly
Low number of sellers
"An oligopoly is a market structure with a small number of firms, none of which can keep the others from having significant influence" (Investopedia, 2023).
“A resort is a self-contained destination that can provide for all of your travel needs in one location. You can find food, drinks, entertainment, shopping, and other activities all without needing to leave the property. (VRC, n.d.)”
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process type & layout resort
Market Segments
B2C
B2B
Corporate guests, meeting rooms and corporate venues
Individual consumers, vacation packages, spas and activities
front office - job shop - fixed position
restaurant (buffet) - batch production - fixed position / process layout
leisure facilities (swimming pool) - job shop / complex project - fixed position
housekeeping - mass production -fixed positiont
service in resort = variety high, volume high
mass customization
innovation & continuous improvement
E-business (MIS)
mass service
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Product life cycle
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Growth: becomes more well known
Introduction: launch, trying to increase brand awareness
Maturity: reach peak levels
Saturation: innovation
Decline: less demand
Service Firm Cycle
Growth: increase in demand, expanding
introduction: focusing on establishing the brand
Maturity: resort reaches its peak level
Decline: decline in demand due to increased competition
Pool
Core processes
Customer relation process (Blog team, 2022)
Supplier relation process
Product and service development process
Order fullfillment process
Organizational forms (EdrawMax, 2023)
Functional
Operations strategy
LEAN PRODUCTION
Low-cost strategy
Mass customization
Agile manufacturing (What is Agile Manufacturing? - Definition & Case Studies, 2018)
Value
Eliminating waste
COST & QUALITY
COST & DEPENNDABILITY
Maximizing volume
Minimizing variety
Minimizing variation
Minimizing variability
FLEXIBILITY & SPEED
FLEXIBILITY & COSTS
Cheap
Qualitative high
Supplier relation
Order fulfillment
Product & services
Interdependencies
*Technology
Product efficiency
4 V's
Variety: high
Volume; high
Variation: high
Variability: Lower
Visability: Low
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