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Luxury hotels
HM.03 group 12
Sascha Marcus 233912
Nadia Nonkes 231759…
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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5 V's
variety
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.
volume
medium
it really depends per hotel, because luxury hotel can be very small or on the bigger size. in general the hotels are medium sized.
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variation
Medium
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
variability
high
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
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core processes
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pre-stay, in-stay, post-stay communication
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products should be of a high level, as it also determines guests' willingness to come back (Mohamad, 2022)
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use of AI (Fifth Estate, 2023)
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life cycle
decline
a decline in guests because of new hotels and being relatively 'old' , market share goes down and the property might need innovation
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growth
focus on growing, finding new guests and keeping returning guests. setting new long-term
intro
opening of the hotel, full with working products and full staff, to make a great start and find the way to operate the hotel
''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)
''a luxury hotel is considered a hotel that provides a luxury accomodation experience to the guest'' (Xotels, 2021)
''luxury hotels offer exclusive experiences that cannot be found anywhere else'' (Thomas, 2023)
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order winners
uniqueness/dream/personal touch (EHL, 2016)
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soul/(wow) experience (EHL, 2017)
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demographic characteristics: high income, advanced career, therefore mostly older, often couples (Theobald, 2005)
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psychographic characteristics: have high expectations, not afraid to spend money to get what they want (Olinger Group, n.d.)
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