Exam Hospitality Management Preparation

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8. three main types of hospitality operation:
Johnston has proposed the concept of three main types of hospitality (industry) operations based on the hospitality exchange process: product processing operations, customer processing operations and information processing operations. Most activities are a combination of all three, albeit in different proportions. An accommodation operation is for example predominantly a customer processing operation, with very little product and information processing. Whereas a foodservice operation is a product processing operation, with a significant element of customer processing, and limited information processing.

9. contents of hospitality management:

DEFINITION Hospitality management is the professional management of a hospitality exchange process in a commercial environment.

CONTENTS The contents of it are the hospitality exchange process (focus on how organizations deliver their product/service to the consumer) and the relationship between guest and host.

Hospitality exchange process
HOW OPERATED? (3 main domains of hospitality processing operations) Johnston has proposed the concept of three main types of operation of hospitality industry based on the hospitality exchange process: product processing operations, customer processing operations and information processing operations. Most activities are a combination of all three, albeit in different proportions. An accommodation operation is for example predominantly a customer processing operation, with very little product and information processing. Whereas a foodservice operation is a product processing operation, with a significant element of customer processing, and limited information processing.

TWO TRENDS
Trend 1: Technocratization of service (most important trend is Production-Line approach: reduce complexity (= reducing costs) and improving quality through turning small operations into batch - process or mass - production systems). Two ways: using hard technologies (vending machines) and using soft technologies (people focused). Trend 2: Need for internationalization of hospitality operation through international branding and the internationalization of operation management. There exist challenges and opportunities for the new generation of hospitality managers, and there will be the need of thinking outside the narrow confines of a local cultural construction to meet the expectations of an international market.

Relationship between guest and host

GLOBALIZATION
Globalization and the shrinking distances as communication and transportation bring destinations closer and with it also their connections to issues of time, authenticity, identity and ethnicity. (influence on guests that you receive, time…)

RELATIONSHIPS
There is a common starting point in the relationship between provider and customer when it comes to hospitality offers such as hotel rooms, coffee, leisure time and so on. But these relationships are structured in many ways, by the expectations of the organization and also of the guests and by the cultural constraints of the host and guests. There is the need of internationalization and thinking outside these cultural confines.

TRENDS A trend is the increased level of consumer participation in the service, both in terms of self-selection and self-service. Another trend is hospitality operations are being designed much smaller, so that they can be located in ‘host environments’ that until recently have been too small for hospitality operations in commercial dimension. (more flexibility) The hospitality commercial environment

A typical internationalization process for a hospitality company producing a standardized service or product might begin with a licensing or franchising agreement (a contractual arrangement in which one company provides access to some of its management know-how and brand to another company in exchange for a fee or royalty). Hospitality companies become...
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