Luxury hotels
HM.03 group 12
Sascha Marcus 233912
Nadia Nonkes 231759
Floortje Gloudemans 222778
Raquel Diepeveen 223002
Esmée Broenink 220948

click to edit

click to edit

order qualifiers

click to edit

clean/ good hygiene

fridge

bathroom complementaries

breakfast (buffet/ roomservice

click to edit

well-trained staff

lift

order winners

uniqueness/dream/personal touch (EHL, 2016)

click to edit

view

click to edit

soul/(wow) experience (EHL, 2017)

click to edit

location (EHL, 2017)

click to edit

pool

click to edit

5 V's

click to edit

variety

volume

medium

high

variation

Medium

variability

high

luxury hotels offer many products or services to satisfy the wants and needs of their guests. they will go the extra mile and products and services are needed for that.

it really depends per hotel, because luxury hotel can be very small or on the bigger size. in general the hotels are medium sized.

the guests can make many choices to make their perfect stay. it is easy to customise products. high variety is expected and hotels will have enough staff to make those things happen

Variation refers to the variation in demand, this depends on your location, it is different for a hotel that is located in the city centre than it is for a resort hotel, therefore variation in luxury hotels is medium

core processes

click to edit

order fulfillment process

click to edit

order -> fulfillment

high maintenance, high service fee (Küçükoğlu, 2023)

use of technology (AI) (Fifth Estate, 2023)

implementation of new trends

personalization

guests have high expectation

supplier relation process

customer relation process

click to edit

customization

keep track of guests' preferences

loyalty programs and memberships

click to edit

guest profiles

pre-stay, in-stay, post-stay communication

focus on creating personalized experiences

click to edit

supply chain

click to edit

maintain connections

life cycle

decline

saturation

maturity

growth

intro

innovation to make the hotel even more successful

a stable phase where the hotel just flows and has enough staff and guests. the

a decline in guests because of new hotels and being relatively 'old' , market share goes down and the property might need innovation

focus on growing, finding new guests and keeping returning guests. setting new long-term

opening of the hotel, full with working products and full staff, to make a great start and find the way to operate the hotel

products should be of a high level, as it also determines guests' willingness to come back (Mohamad, 2022)

click to edit

product and service development process

developments for the future

focus on delivering high quality experience

technological developments

use of AI (Fifth Estate, 2023)

meet changing needs and wants

train staff members

click to edit

customer market segmentation

market segmentation leisure guests that visit luxury hotels

click to edit

click to edit

demographic characteristics: high income, advanced career, therefore mostly older, often couples (Theobald, 2005)

Geographic characteristics: living in 1st and 2nd world countries (wealthy)

psychographic characteristics: have high expectations, not afraid to spend money to get what they want (Olinger Group, n.d.)

Logistic partners

Waste management and sustainability

Distribution within the hotel

click to edit

click to edit

click to edit

Visibility

organizational form

click to edit

High

Lux

click to edit

simple

click to edit

click to edit

click to edit

click to edit

functional

divisional

click to edit

conglomerate

click to edit

hybrid

definitions

click to edit

''OM is the management of processes that convert inputs (such as labour, materials and energy) into outputs (in the form of goods and services)'' (Jones & Robinson, 2012)

definition operations management

''a luxury hotel is considered a hotel that provides a luxury accomodation experience to the guest'' (Xotels, 2021)

definition luxury hotels

click to edit

click to edit

click to edit

''luxury hotels offer exclusive experiences that cannot be found anywhere else'' (Thomas, 2023)