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Resort Hotel Group 10 S5-HM.03 Tim van Leeuwen (224077) Noortje van…
Resort Hotel Group 10
S5-HM.03
Tim van Leeuwen (224077)
Noortje van Adrighem (224242)
Olivivier Duivenstein (223217)
Bente Elias (220773)
Chimene Kinds (222122)
The 4 (5) V's
(Elphick, 2022)
Variaty
Wide range of guest preferences and needs (Ago, 2019)
Variation (Lavi, 2023)
Fluctuation
Visibility
Different for each resort hotel
Volume
Often hundreds rooms and suites (Elphick, 2024)
Variability
Variaty | High
Internal Performance Objectives
(Batheories, 2023)
(Team & Team, 2024)
Flexibility
Service Flexibility
Flexible Check-In/Check-Out
Organising excursions
Operational Flexibility
Adjusting in peak season
Weddings
Events
Quality
Rooms
Luxurious amenities
Cleanliness
Customer Service
Customer satisfaction
Positive reviews
Repeated guests
Personalized service
F&B
Walking buffet
Hazards
HACCP
Choices (for kids)
Facilities
Clean/well maintained
Different
Speed
Responsiveness
Service Delivery
Quick Check-In/Check-Out
Quick F&B service
Guest requests
Adjusting quickly
Active complaint handling
Cost
Financial efficiency of operations
Hotel's Profitability
Reduce waste
Maintaining quality
No effect on quality
Controlling F&B costs
Dependability
Reliability
Meet expectations (of guest)
Wifi
Airconditioning
Consistency
Trust
Reputation
Loyalty
Reassurance
No overbookings
Appointments on time (Spa)
Order winners
(Simister, 2019)
Level of service
Facilities
Amount
Diferences in facilities
Price (Elphick, 2022)
Physical activities
Guest convenience (Landryheap, 2024)
What is a resort hotel?
(XOTELS - Revenue Management Consulting, 2024)
Lots of amenities
Entertainment
Recreational activities
Weddings
Leisure travelers
Families
Vacationers (Relaxation)
Sport (Skiing)
Self contained
All-Inclusive
Everything together
"
A Resort Hotel is a full-service lodging facility, intended primarily for vacationers and usually located in places frequented for relaxation or recreation.
"
Order qualifiers
(Order Winners & Order Qualifiers, 2023)
Cleanliness and hygiene (Elphick, 2024)
Safety and security (Roelen-Blasberg, 2024)
Basic amenities (Colcol, 2024)
Bed
WiFi
Towels
Toiletries
Basic facilities (Maroti, 2024)
Parking
Dinning options
Decent location (Maroti, 2024)
Servuction Model
Characteristics of Services (Sasser Wyckoff and Olsen, 1978)
Heterogeneity
Why: Service varies depending on staff, location, and timing (Zeithaml, Bitner & Gremler, 2020)
How: Staff training, quality assurance, service recovery (Lovelock & Wirtz, 2022)
Services exhibit perishability
Why: Cannot store services; unused inventory is lost revenue (Fitzsimmons & Fitzsimmons, 2011)
How: Real-time adjustments (promotions, dynamic pricing) (Hanks, Cross & Noland, 1992)
Services are intangible
Wellness and relaxation experiences (Hoffman & Bateson, 2017)
Emotional benefits from exclusive experiencesn (Kotler et al., 2021)
Simultaneity
Why: Guests co-create the service experience (Vargo & Lusch, 2004)
How: Interactive activities (Prahalad & Ramaswamy, 2004)
Components of the Model (Eiglier & Langeard, 1987
Invisible components
Support Personnel
Housekeeping, culinary teams, IT, logistics staff (Baum, 2006)
Behind-the-scenes operations ensuring smooth service delivery (Lovelock & Wirtz, 2022)
Processes
Booking systems (Hayes & Miller, 2011)
Activity planning (Kotler et al., 2021)
Service recovery (Hoffman & Bateson, 2017)
Systems
CRM Systems (Sigala, 2018)
Data Analytics Tools (Kandampully et al., 2018)
Energy Management (Chan & Wong, 2006)
Visible components
Physical environment
Features: Private beaches, infinity pools, dining with scenic views (Tavitiyaman et al., 2012)
Smart technology (Kim, Ng, & Kim, 2009)
Service Providers
Roles: Frontline staff and specialized roles (Baum, 2006)
Importance: Uniform appearance, cultural awareness, proactive communication (Lashley & Morrison, 2000)
Customer interactions
Shared spaces: Pools, gyms, entertainment areas (Hoffman & Bateson, 2017)
Feedback loops: Guest reviews shaping services (Zeithaml et al., 2020)
Balancing group activities with private experiences (Kotler et al., 2021)
Core processes
Order fullfillement (Parcel Pending, 2019)
Processing reservation
Room check
check in
check out
Supplier relationship process (Supplier Relationships: Definition & Examples | StudySmarter, 2019)
Reduce cost & Improve quality
close partnership
consistent supply
Customer relationship process (
https://www.facebook.com/prenohq
, 2015)
Easy booking
Loyalty program
Customer satisfaction
pre stay and after
Product and service development process (GÜÇLÜTÜRK BARAN et al., 2022)
Well trained employees
New trends
Competitive advantage
Guest feedback
Variation | Low
Variability | low
Volume | High
