HOTEL OPERATIONS

MANAGEMENT
 Table of Contents
1. Introduction

2. Classifications and Categorization of the Subject into Building Blocks

3. Chronological Literature Review

4. Brief Explanations of Methods/Framework/Models

5. Real-Life Applications from the Literature

6. Conclusion

7. References

8. 2-3 Applied Questions for the classmates to answer

 INTRODUCTION

TO

HOTEL OPERATIONS
 Classifications and Categorization of the Subject into
Building Blocks
• Management of hotel staff, business management, upkeep and sanitary
standards of hotel facilities, guest satisfaction and customer service,
marketing management, sales management, revenue management, financial
accounting, purchasing, and other functions.
• The hospitality business profits by the complete and incorporated act of
coordination and supply chain management by conveying a reliably
dependable and outstanding administration at the best expenses.
SUPPLY CHAIN MANAGEMENT IN
THE HOTEL INDUSTRY

Suppliers

Supplier
relationship
Receiving
/storage
Operations &
services
Costumer
relationship
Costumers
OPERATIONS MANAGEMENT
THE SERVICE INDUSTRY
 The Service Industry deals with the Provision of Services - opposed to Tangible
Goods.

BUSINESS TO PUBLIC
CUSTOMERS
WHAT COMES IN SERVICES
A SERVICE
INDUSTRY?

BUSINESS TO INTERNAL
BUSINESS SERVICES
HOSPITALITY INDUSTRY
LOGISTICS IN THE HOSPITALITY
INDUSTRY
• Gain transparency of shipments in route, goods in storage and
deliveries on site.

• Accomplish supportability objectives in supply chain with the

assistance of administration.

• Form an opening plan design to timely refurbishment.

 RANGE OF AMENITIES OFFERED
IN A HOTEL

BEDROOMS FACILITIES
SWIMMING TELEVISION
& FOR
POOLS LOUNGES
BATHROOMS CHILDREN

GYMNASIUM FOOD
GARDENS
BUFFETS
 Slide title 29
MAJOR CUSTOMER BASE

BUSINESSMEN GUESTS

TOURISTS LOCAL RESIDENTS

SEA AND AIR PERMANENT

TRAVELERS RESIDENTS
CUSTOMER EXPERIENCE
 CHRONOLOGICAL
LITERATURE REVIEW
 HISTORY OF
HOTEL
MANAGEMENT
OPERATIONS
• 1950, the international tourist arrivals was
at 25 million and it has now surpassed 1
billion, with a 1.8 billion worldwide
arrival by 2021.
• 2012, the World Travel & Tourism
Council (WTTC) estimates that global
growth for the Travel & Tourism of 2.7%,
slightly downgraded from the 2.8% than
that was expected for the industry.
• The estimation for 2021 according to the
UNWTO expects a grow in the sector but
at somewhat a lower rate but allows to
touch the reach of 1,000 million
international tourists by the end.
 BRIEF
EXPLANATIONS
OF METHODS
APPROACHES • In-Room
• Post-Booking
TO IMPROVE Communication. Technology.
CUSTOMER • Complimentary • Repeat Guest
Rewards.
SATISFACTION Services.
APPROACHES • Offer Multiple • Be Proactive.
TO IMPROVE Communication • Provide
Channels. Personalized
CUSTOMER Experience.
• Utilize Social
SATISFACTION Media.
 STRATEGIES

TO

MAXIMIZE REVENUE
• Hotel Management should use Dynamic Pricing to charge more
during peak periods and give discounts during inactive periods.

• Its advisable to Hotel Management to advertise their rooms

through different channels- like using online travel agencies to
optimize sales.
• Utilizing the demographics of the costumer base &
providing different priced rooms to each
demographics.
 BEAUTIFUL AND
SOCIAL MEDIA USE
AESTHETIC
USAGE TESTIMONIALS
SPACE

FOLLOW WORK WITH

ONGOING HOTEL LOCAL
TRENDS MANAGEMENT BUSINESSES
IDEAS

OFFER SPECIAL
PACKAGES TO
TRAIN IMPROVE ENCOURAGE
EMPLOYEES EVENTS CUSTOMER
LOYALTY
HOW CAN A
Five Ways
HOTEL to improve your hotel’s
EFFICIENCY BE Operational Efficiency
IMPROVED?

• Combine your representation and tech providers.

• Invest in your staff.
• Choose the right Property Management System (PMS) software.
• Work with reliable service providers.
• Utilize important supplier relationships.
HOW TO
REDUCE
WASTE IN A
HOTEL?

INSTALL ENERGY ENCOURAGE

SAVINGS GUESTS TO BE
TECHNOLOGIES GREEN

EMBRACE START
RECYCLING COMPOSTING
HOW TO
REDUCE
WASTE IN A
HOTEL?

SUPPORT LOCAL,
SAVE WATER SUSTAINABLE
BUSINESS

IMPLEMENT
PLANT
ALTERNATIVE
GARDENS ENERGY SOURCES
REAL-LIFE APPLICATIONS
FROM THE LITERATURE
 PARK PLAZA WESTMINSTER BRIDGE
LONDON
• Operation management of Park Plaza has a
crucial role, as such, it assist the firm in attaining
its objectives in an effective manner.
• It includes development of day-to-day strategies
that acts as an aid in keeping the record of the
activities. (Park Plaza Westminister Hotel, 2020)
• Further it has an important role in increasing the
performance of the firm to a significant level.
• Operational manager plays an effective role in
managing the functions of all the departments
that are engaged in attaining the objectives of the
firm (Larsen, Tonge and Lewis, 2007).
 Directions
Save
Call

THE BIG BLUE HOTEL

• It maintain balance among the functions of
several departments such as marketing,
production, advertising, finance as well as
research and development.
• All these departments are interrelated with
one another as they are involved in
achievement of business goals to a greater
extent (The Big Blue Hotel, 2020.)
• In order to enhance the efficiency of firm such
as The Big Blue Hotel such is considered
most effective strategy that can act as an aid
for the concern in performing business
activities without any obstacles.
CONCLUSION
IMPORTANCE
OF HOTEL
OPERATIONS
MANAGEMENT

• The hotel industry is growing fast in the UK – now more than ever. The UK hotel performance
occupancy and daily average rate is increasing exponentially in the recent years.

• Hotel must cope up with the demand and make their operations more effective and efficient based
upon the information in this presentation.
 WHAT AREAS CAN HOTELS
QUESTIONS. IMPROVE TO LEAD CHANGE
IN THE INDUSTRY?

WHAT MAKES A HOTEL

OPERATIONS
MANAGEMENT
SUCCESSFUL?
 REFERENCES
HTTPS://HOME.KUEHNE-NAGEL.COM/-/SERVICES/HOTEL-HOSPITALITY-LOGISTICS

HTTPS://WWW.AMADEUS-HOSPITALITY.COM/INSIGHT/IMPROVE-HOTEL-GUEST-SATISFACTION-RETENTION/

HTTPS://WWW.CLICKANDGO.COM/BLOG/2019/01/17/TOP-10-HOTELS-IN-SPAIN-WITH-WATERPARKS/

HTTPS://WWW.BIGBLUEHOTEL.COM. 2020. THE BIG BLUE HOTEL.

PARK PLAZA WESTMINISTER HOTEL. 2020. PARK PLAZA WESTMINISTER HOTEL. [ONLINE] AVAILABLE AT:
<HTTPS://WWW.PARKPLAZAWESTMINSTERBRIDGE.COM/> [ACCESSED 26 NOVEMBER 2020].
THANK YOU!