Luxury hotels
HM.03 group 12
Sascha Marcus 233912
Nadia Nonkes 231759
Floortje Gloudemans 222778
Raquel Diepeveen 223002
Esmée Broenink 220948
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order qualifiers
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clean/ good hygiene
fridge
bathroom complementaries
breakfast (buffet/ roomservice
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well-trained staff
lift
order winners
uniqueness/dream/personal touch (EHL, 2016)
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view
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soul/(wow) experience (EHL, 2017)
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location (EHL, 2017)
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pool
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5 V's
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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
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order fulfillment process
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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
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customization
keep track of guests' preferences
loyalty programs and memberships
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guest profiles
pre-stay, in-stay, post-stay communication
focus on creating personalized experiences
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supply chain
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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)
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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
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customer market segmentation
market segmentation leisure guests that visit luxury hotels
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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
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Visibility
organizational form
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High
Lux
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simple
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functional
divisional
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conglomerate
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hybrid
definitions
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''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
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''luxury hotels offer exclusive experiences that cannot be found anywhere else'' (Thomas, 2023)