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5 STAR HOTEL:
"A 5 Star Hotel is a hotel that provides a luxury…
5 STAR HOTEL:
"A 5 Star Hotel is a hotel that provides a luxury service through all its means of operation*" (Xotels, 2021).
The 5 V's
Variation
Medium (ReportBuyer, 2015)
Volume
High (Five star alliance, 2022)
-
Variability
High (EHL Insights, 2021)
-
Market Segmentation
B2B
Outsourcing (Revmanager, 2022)
Hiring OTA's to take bookings(SiteMinder, 2022)
Housekeeping(Lodging Media, 2021)
Maintenance(OpenKey, 2018)
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Order Winners
Quality, dependability
Brand prestige and reputation (Peng and Chen, 2019)
Quality, dependability
Hedonic and symbolic value (Peng and Chen, 2019)
Quality, dependability
Strong customer relationship (Chu, 2014)
Quality, flexibility, dependability
Customized service with empathy (Liu et al., 2017)
Order Qualifiers
Cost
Reasonable price (Peng and Chen, 2019)
Quality, speed
Polite and prompt service (Lai and Hitchcock, 2016)
Quality
Comfortable and spacious environment (Lai and Hitchcock, 2016)
Dependability
Hygiene (Lai and Hitchcock, 2016)
"The 5-star hotel term can be used for various hotel types including large-scale hotels, boutique hotels and resorts" (Xotels, 2021).
Core processes
Order fulfilment process: standard operating procedure
(Inc, 2016)
Customer relation process: customer relationship management
(Hussein, 2021)
Supplier relation process: supply chain management with use of IS
(Kaya and Azaltun, 2012)
Product & service development process: new product development as a marketing tool
(Hassanien and Eid, 2006); enhancing guest experience through innovations (FourSeasons, 2021)
Organisation design (Orgchart, 2021)
-
Operation Strategy
Lean Production(Trilyo, 2018)
Dependability of products and services offered increases with efficient resource and time management(Atlantis Press, 2016)
Reduction of unwanted costs by performing regular inventory checks(Atlantis Press, 2016)
Improved quality of service in Houskeeping by practicing 5S's(Atlantis Press, 2016)
Service life cycle
Growth
Marketing practices to maximize guest loyalty (Chu, 2014)
Maturity
Develop strong brand equity (Chu, 2014)
Entrepreneurship
Develop technologies such as website and reservation system (Lai and Hitchcock, 2016)
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Organisational forms (Bizfluent, 2019)
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Market structures
Oligopoly (Mathews, 2000)
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Monopoly (Mathews, 2000)
Super exclusive hotels
Burj Al Arab (Dubai) (Starting from scratch, 2022)
Emirates Palace (Abu Dhabi) (Starting from scratch, 2022)
Laucala Island Resort (Fiji) (Starting from scratch, 2022)
Types of operations
Service (Indeed Editorial Team, 2021)
Manufactured product (Indeed Editorial Team, 2021)
Customer based (Indeed Editorial Team, 2021)
SOURCES
- Alice,(2020). Four ways hotels can boost visibility among guests. [online] Available at: https://www.aliceplatform.com/blog/four-ways-hotels-can-boost-visibility-among-guests (Accessed on 23 February 2022).
- Atlantis Press, (2016). Application of Lean to Hotel’s Operations
Raising housekeeping productivity. [online] Available at:https://www.atlantis-press.com/article/25856858.pdf (Accessed on 23 February 2022).
- Bizfluent, (2019).Types of Hotel Organizational Structure. [online] Available at: https://bizfluent.com/list-6503462-types-hotel-organizational-structure.html (Accessed on 23 February 2022).
- Business Insider, (2020). The 12 best luxury hotel chains in the world. [online] Available at: https://www.businessinsider.com/best-luxury-hotel-brands-in-the-world-belmond-four-seasons?international=true&r=US&IR=T (Accessed on 23 February 2022).
- Chu, Y., (2014). A review of studies on luxury hotels over the past two decades.[online] Available at: https://www.proquest.com/docview/1621580199?pq-origsite=gscholar&fromopenview=true (Accessed on 22 February 2022).
- Cision, (2022). Luxury Hotels Market - Global Industry Analysis, Size, Share, Growth, Trends, and Forecast 2015 - 2021. [online] Available at:https://www.prnewswire.com/news-releases/luxury-hotels-market---global-industry-analysis-size-share-growth-trends-and-forecast-2015--2021-300132533.html#:~:text=Business%20travelers%2C%20tour%20groups%2C%20small,a%20separate%20living%20room%20area (Accessed 23 February 2022).
- EHL Insights, (2021). Personalization in hotels: stay relevant with customizer services.[online] Available at: https://hospitalityinsights.ehl.edu/personalization-in-hotels (Accessed don 22 February 2022).
- FiveStarAlliance, (2022). Top 50 Hotels Wolrdwide. [online] Available at: https://www.fivestaralliance.com/best/hotels/2197/top-50-hotels-worldwide (Accessed on 19 February 2022).
- FourSeasons, (2021). Future Forward: Four Seasons Continues Strategic Growth and Expands Global Portofolio with Landmark Developments and Brand-Defining New Openings. [online] Available at: https://press.fourseasons.com/news-releases/2021/strategic-growth-and-innovation/ (Accessed on 21 February 2022).
- Hassanien, A., and Eid, R., (2006). Developing New Products in the Hospitality Industry: A case of Egypt, Journal of Hospitality & Leisure Marketing, Vol 15 No.2, pp.33-35, Available at: https://www.researchgate.net/publication/233449756_Developing_New_Products_in_the_Hospitality_Industry_A_Case_of_Egypt (Accessed on 21 February 2022).
- Hussein, M.,H.,I., (2021). The Analysis of Implementation of Customer Relationship Management on Five-star Hotels in North Cyprus, Annals of R.S.C.B., Vol 25, pp.3676 – 3693, Available at: https://www.google.com/url?sa=t&source=web&rct=j&url=https://annalsofrscb.ro/index.php/journal/article/download/6135/4684/11035&ved=2ahUKEwipk6GG25D2AhVKyKQKHZpgDngQFnoECA8QAQ&usg=AOvVaw2ehkzy88B60PdpSL3Ypwvg (Accessed on 21 February 2022).
- Inc., (2016). How 5-star Hotels deliver the Ultimate in Customer Experience, Day In and Day Out. [online] Available at: https://www.inc.com/peter-economy/how-5-star-hotels-deliver-the-ultimate-in-customer-service-day-in-and-day-out.html (Accessed on 21 February 2022).
- Indeed Editorial Team, (2021). Business Strategy and Operations: Definitions, Types and Tips. [online] Available at: https://www.indeed.com/career-advice/career-development/business-strategy-and-operations (Accessed on 23 February 2022).
- Jones, P., and Robinson, P., 2020. Operations Management. 2nd ed. New York: Oxford University Press.
- Joseph Ricci, (2017). Five Considerations for Choosing Laundry Services. [online] Available at:https://lodgingmagazine.com/five-considerations-for-choosing-laundry-services/ (Accessed on 23
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GROUP 20: 7 STAR HOTELS
Anish Vivek Padubidri (215408)
Núria Sabala De Gregorio (215365)
Bram Schellens (201170)
Anja Vlajinić (202724)
Nicole Wong (215379)
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- Kaya, E. and Azaltun, M. (2012). Role of information systems in supply chain management and its application on five-star hotels in Instanbul, Journal of Hospitality and Toursim Technology, Vol 3 No.2, pp.138-146, Available at: https://doi.org/10.1108/17579881211248808 (Accessed on 21 February 2022).
- Mathews, E., V., (2000). Competition in the international hotel industry. International Journal of Contemporary Hospitality Management. 12(2). Pp.114-118. Available at: https://www.researchgate.net/publication/235260300_Competition_in_the_international_hotel_industry (Accessed on 23 February 2022).
- Lai, I. K. W., and Hitchcock, M., (2016). A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis. Tourism Management, 55, 139-159. Available at: https://www.sciencedirect.com/science/article/pii/S0261517716300073 (Accessed on 22 February 2022).
- Liu, M. T., et al., (2017). Applying consumer-based brand equity in luxury hotel branding. Journal of business research, 81, 192-202. Available at: https://www.sciencedirect.com/science/article/pii/S0148296317302096 (Accessed on 22 February 2022).
- Openkey, (2018). Outsourcing Hotel Operations: Advantages and Disadvantages. [online] Available at:https://www.openkey.co/2018/02/22/outsourcing-hotel-operations-advantages-and-disadvantages/ (Accessed on 23 February 2022).
- Orgchart, (2021). Hotel organizational chart: introduction and example. [online] Available at: http://www.orgcharting.com/hotel-organizational-chart/ (Accessed on 22 February 2022).
- Peng, N., and Chen, A., (2019). Examining consumers’ luxury hotel stay repurchase intentions-incorporating a luxury hotel brand attachment variable into a luxury consumption value model. International Journal of Contemporary Hospitality Management. Available at: https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2018-0332/full/html (Accessed on 22 February 2022).
- ReportBuyer, (2015).Luxury Hotels Market - Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2015-2021.[online] Available at: https://www.prnewswire.com/news-releases/luxury-hotels-market---global-industry-analysis-size-share-growth-trends-and-forecast-2015--2021-300132533.html (Accessed on 22 February, 2022).
- Revmanager, (2022). Outsourcing in Hotels and Local Accommodation. [online] Available at: https://revmanager.eu/outsourcing-in-hotels-local-accommodation/ (Accessed on 23 February 2022).
- Ricci, J., (2017). Five Considerations for Choosing Laundry Services. [online]. Available at: https://lodgingmagazine.com/five-considerations-for-choosing-laundry-services/ (Accessed on 23 February 2022).
- SiteMinder, (2022). Online Travel Agencies: Everything Independent Hotels Need to know. [online]Available at:https://www.siteminder.com/r/hotel-distribution/online-travel-agents/online-travel-agencies-independent-hotels/ (Accessed on 23rd February 2022).
- Starting from scratch, (2022). What are 7 STAR hotels and where do you find them. [online] Available at: https://www.skratch.world/post/what-are-7-star-hotels-and-where-do-you-find-them (Accessed on 23 February 2022).
- Trilyo,(2018). Service Quality & Customer Satisfaction In The Hotel Industry. [online] Available at:https://www.trilyo.com/blog/service-quality-customer-satisfaction-in-the-hotel-industry/ (Accessed on 23 February 2022).
- WebstaurantStore, (2022). Hotel Stars and what they mean. [online] Available at:https://www.webstaurantstore.com/blog/3566/hotel-star-explained.html#five (Accessed on 19 February 2022).
- Xotels. (August 2021).5 Star Hotel. [online] Available at: https://www.xotels.com/en/glossary/5-star-hotel (Accessed on 18 February 2022).