HOTELS OPERATIONS MANAGEMENT

Hotels Operations Management

Hotels Operations Management

Introduction

Evolving the hospitality industry with different structures in rest of the world parts structures each region has experienced different period of economic development in changing history. Europe has the most strong hotel industry in Europe as compared to North America and east region of Asia Pacific.

Hotel industry of Europe dates back more than 500 years and there is historic origin of town hotels and highway inns. European hotel industry is dominated by influential families and independent manageable hotels. France, Germany, Italy and the UK are dependent upon domestic markets, while other European countries have a higher proportion of international customers. Europe is less penetrated by branded hotel chains. Even though United Kingdom has the highest brand concentration which is approximately 70 percent of British hotels still have less than fifteen bedrooms.

Hotel Classification

The World Tourist Organization and most national tourist boards use the internationally recognized star rating system to classify hotels. The schemes are as follows:

One-starA budget market hotel with limited facilities, offering bed, breakfast and evening meal, and characterized by informal standards of service to residents

Two-starAn economy market hotel with limited facilities, offering more extensive dining facilities, and characterized by informal standards of service to residents

Three-star A mid-market hotel with more extensive facilities, offering a full range of dining and bar services, with professional standards of service, to residents and non-residents

Four-starAn upscale hotel offering formal standards of service, with extensive facilities and services to residents and non-residents

Five-starA luxury hotel offering flawless service standards, with professional multilingual staff, and a full range of facilities of the highest quality.

These guests are more of a mix than in years past. Vanderslice noted that today there are as many millionaires in the world as Australians. "It used to be a very tell defined market,” he said, “but now it's all about the experience. It's all about culture and authenticity.” Baltin agreed, adding, “The whole mindset of people from the tech industry try with money is all about experience. They are very intellectual, and want no pre tense, but they do want a great experience.” (Dev, 2000,, 41)

Marketing of Hotel Industry

Renaghan (1981) suggested that the hospitality marketing mix is made up of three sub-mixes:

a) the product services mix, which is defined as a combination of products (tangibles) and services (intangibles);

b) the presentation mix, which includes all of those activities that a firm uses “to increase the tangibility of the product-service mix in the perception of the target market at the right place and time”; and

c) the communications mix, which is basically the totality of communications between the firm and its target market.

Lewis and Chambers also added their distribution mix following the above three sub mixes, which was defined as "all channels available between the firm and the target market that increase the probability of getting the customer to the product". (Engstrom, 2003,, 287).

Managing Customer Satisfaction

The majority of the hotels required their staff to involve the duty manager when the complaint involved potential compensation ...