Hospitality Facilities Management - Research Paper Example

Running Head: HOTEL INDUSTRY Hospitality Facilities Management Table of Content Introduction Background Concept of Hospitality What is customer value Importance of Customer Value Benefits to the customers Management's expectation and customer's experience Operations management Origin and Criteria of Operations Management Quality control of operations management in hospitality Computer based tracking Customer Feedback Conclusion Hospitality Facilities Management Introduction Hospitality business is referred as the business of hotels and motels which are normally made for the ease of travelers who travel from different parts of the world with particular reasons. Some travel to meet their families living abroad, some travel for business purpose and some travel for leisure purpose. However, the concept of hospitality business was initiated and kept on flourishing as the notion of traveling became common (Effective Leaders, Customer Value Needed for Success in Today's Marketplace Hotel News Resource). In the past, people do not use to travel much as there was no advancement in transportation but as time passed by and new inventions took place, everything became fast and steady and so it became easier for people to travel. People who have relatives in other states or countries never bothered to think about their accommodation as they had an option to live but for people who were going for business trips or for leisure had to first think about it before they plan their trip. However, hospitality business came into existence keeping in mind this notion and with the increase in hotel ranges and chains, it became easier for all classes to afford their accommodation in different parts of the world depending upon their profile and their need. Background The term hospitality was coined keeping in mind the service which hotel industry is serving. The term refers to the relationship between a guest and a host in which guest is the visitor of the hotel and the host is the team of hotel serving. Hotel services just not mean to provide space to stay. The whole concept is referred to serving the guest with all the possible and necessary things required by one. It includes food, entertainment of the guests, clubs, resorts and many other things. Hospitality is also regarded as the act of generously providing care and kindness to whoever is in need as it means serving the guests. The background of this term is that it was derived from a Latin word hospes which is originated from hostis. It means stranger. Along with that, a word hostire which means to compensate was also merged to derive the word hospitality. It even has a story of Telemachus and Nestor of Greek mythology attached to the background which explains the sacred hospitality notion. Concept of Hospitality The concept of hospitality has been changing with the changing times. It has become more challenging with the fast development taking place around the world. However, the concept of hospitality has been way different in the past. In the past, it was considered as a duty of all to serve the guest as much as possible taking it into the ethical boundaries and teachings of one. It was counted as an act of discipline to host someone (Hospitality industry Business solutions from AllBusiness_com). If we observe the contemporary notion of hospitality, we would see a major difference from the past concept. Today, it has become more as of entertainment, throwing parties, providing leisure entertainment and to facilitate tourist businessman. As hospitality has now become a source of money making, people surviving in this industry are very much cautious about their acts and facilities to hold a strong position in the market. However, the biggest selling proposition for this industry is the customer satisfaction which a customer may experience while using the service of any hotel. This notion is the key component of the success of the business of hospitality. What is Customer Value In the past, when the concept of hospitality was initiated and when it became the source of money generation, the priority was given to the value of services given and not to the services. As the past notion, customer value use to be second in line as priority was given to money (customer value definition). But with the origin of different concepts of serving customers, attention was given to this industry and people of this industry realized the need of giving attention to the services required and started valuing their customers for long term relationship. However, customers are the key component for service industry as their satisfaction level decides whether to chose that option again in future or not. Importance of customer value The importance of customer value is very high in this industry. The significance of customers can be observed in the given points (CUSTOMER VALUE CREATION - Creating Higher Customer Value and Delivering Beyond Customer Expectations): The industry is at the boom due to the fact that people travel. People and travelers are the actual source if income of this industry. Customer being valued helps in building strong relationship. Value for money is the key component which customer is looking for and it helps in creating loyalty for future. Benefits to the Customers Hospitality industry is not only created or being flourished keeping in mind the benefit to the investors but it also carries the inherited fact of serving the customers. Hotels and hospitality industry are of benefit to the customers and so they are striving to give their best. The greatest benefit for the customers due to hospitality industry is in terms of money. People who do not own any house or any place to live in other parts of the world may had to face difficulty with respect to get accommodated. However, it is not possible for each individual to carry or to own a place of living at every place where he is going. Hotels have provided such an option of choosing any suitable accommodation both in terms of facilities and affordability. Adventure is one of the key elements for which tourist travel. If we talk about businessmen, they normally travel for the purpose of staying at one place where they get their work done and come back but for travelers or tourists, hospitality helps in facilitating in terms of providing adventurous trip points for their trips. Hospitality also helps in building bridges amongst the natives of different nations and flourishes the notion of diversity which helps customers in knowing about the culture and civilization of different countries and which may be helpful in building business related ventures or future relationships with different states and countries. Management's expectation and customer's experience The concept of hospitality widely covers two prominent aspect. One is related to the customer's experience by the service which he is getting and the other is management's expectation. Hospitality is based on some ground rules keeping in mind the spirit of providing value for money. However, the achievement of this mainly lies in the management system of the industry or any hotel in particular. The management team plays and important role in fulfilling the requirement of the customers which is the basis of customer experience. Management anticipates certain level of maturity and realizes the needs of the customers. Based upon these two, management expects the future and plan and manage things accordingly. Thus, operations and logistics management are the two keys components which has help in making the industry strong or we may take it vice versa. Operations management "The main responsibility of hoteliers is the delivery of quality service to customers (Su, 2004). Choi and Chu (2001) suggest that to be successful in the industry, hoteliers must provide superior customer value and this must be done continuously and efficiently. In addition, hoteliers need to put more emphasize (sic) in improving the quality of their services offerings and in ensuring that the needs and expectations of their guests are being met (Haywood, 1983). This especially true because the hotel sector is highly competitive and is central to the success of the tourism industry." All the above mentioned statements reflect the notion of serving which is related to the industry. In order to achieve the optimum level of satisfaction of the customers, it is very important for the service providers to device plans and offerings which may give maximum advantages to the customers. When we talk about providing or facilitating the customers, we cannot ignore the fact of operations management. Operations management is the backbone on which the real face of an hotel is being portrayed. If the operations of a hotel are not systematically working, it will have an adverse impact on the image of the hotel as operations and logistics are the key components to be taken care by the industry. Operations management is that portion of business which is concerned with the production of quality goods and services. It involves the responsibility of ensuring that business operations are efficient and effective and it involves the notion of managing the resources along with the distribution of goods and services to customers. More particularly, operations management takes care of value added services for the customers and these value-adding creative activities should be aligned with market opportunity for optimal enterprise performance. Origin and Criteria of Operations Management The origin of the concept of operations management was since the time of industrial revolution. The task of production and operations management is to manage the efforts and activities of people, capital and equipment resources in changing raw materials into finished goods and services. Operations management with respect to hospitality industry includes the following areas which needs to be taken care of. Food Management and Operations (Examples: Food Science, Food Selection and Preparation, Food and Beverage Operations) Lodging Operations (Examples: Hotel Operations, Resort Management, Lodging Management, Financial Management and Cost Control for Hospitality Organizations) Global Tourism (Examples: Travel and Tourism Management, Tourism Analysis, Hospitality and Research Methods) Sustainable Tourism (Examples: Natural Destination Management, Responsible Tourism, Green Tourism and Eco-Tourism, Alternative and more Environmentally friendly ways of working within the whole Tourism industry) Tourist Attractions Management (Examples: Heritage Attractions, Arts and Cultural Attractions, Industrial Attractions, City Based Attractions, Retail Attractions, Natural Attractions) Entertainment Management (Examples: Theme Park Management, Theatre Management, Cinema Management, Museology, Live Music and Music Festival Management). Event Management (Examples: Hospitality Sales, Catering Management, Hospitality Marketing Management) Quality control of operations management in hospitality Any operations related work is not considered until and unless the system is well monitored or a quality check is not defined. For the operations of a hospitality industry there are two important tricks or methods we can state for the quality control of the working. Computer based tracking: Computers have become a necessity for everyone today. Computers have made all the systems automated which helps in managing the system faster than ever before. Customer Feedback: Another important quality check can be based on customer feedback. Timely feedbacks of the visitors helps in knowing what are the lacking areas. Conclusion For industry like hospitality, the important thing to keep in mind is the spirit of serving. The quality of the service will lead to customer satisfaction and will ultimately result in the success of the industry. The important point to ponder in this industry is the need for operations management which can be done very easily through proper usage of resources like advance technical methods and computers. Computers have made all manual work systematic and hassle free. However, keeping in mind the following few concerns of the customers and making it automated with the help of technology, the industry may touch boom (customer value management). Automated reservations: Through computer and other technical facilities, automated reservations can be made by the customers and thus such facilities shall be placed in every hotel to provide ease and peace of mind to the customer. Accommodation and related services: The first and the foremost thing after reservation which counts or is the primary responsibility of operations management is to ensure lavish accommodation with combined services like waiters and service officers needed. All such information shall be taken before hand through computer based software by the customer so that all the required things can be arranged before. It may include transportation required by the customers. Catering: Computers can be placed to take or note the wish list of the customers so that they can get to know the details on their finger tips and can enjoy the meal of their choice and according to their affordability. Safety and Security: Computer may help operations management in one of the important concerns of the customers and that is of security. Today, technology has become so advanced that it is very easy for the computer to track any evil taking place near by. Computers today act as smart watch dogs with respect to safety and security. References CUSTOMER VALUE CREATION - Creating Higher Customer Value and Delivering Beyond Customer Expectations, Accessed on April 30, 09 customer value definition, Accessed on April 30, 09 Customer Value Management, Accessed on April 30, 09 Building customer value in the hospitality industry towards the definition of a customer-centric information system_ Minghetti, V_ Information Technology and Tourism Cognizant Communication Corporation, Accessed on April 30, 09 Effective Leaders, Customer Value Needed for Success in Today's Marketplace Hotel News Resource, Accessed on April 30, 09 Hospitality Business, Accessed on April 30, 09 hospitality management - About_com Business School, Accessed on April 30, 09 Hospitality industry Business solutions from AllBusiness_com, Accessed on April 30, 09 Hospitality Management - Majoring in Hospitality Management, Accessed on April 30, 09 Hospitality Net, Accessed on April 30, 09 Hospitality Net - Industry News - Effective Leaders, Customer Value Needed For Success In Today's Marketplace, Accessed on April 30, 09 MarketingProfs Knowledge Exchange customer value perception in the hotel industry, Accessed on April 30, 09 Open Directory - Business Hospitality, Accessed on April 30, 09 The Business of Hospitality - TIME, Accessed on April 30, 09 The School of Hospitality Business, Accessed on April 30, 09 Christine Jaszay. 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