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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