Samenvatting Hospitality Experience An Introduction to Hospitality Management

ISBN-10 9001885780 ISBN-13 9789001885786
104 Flashcards en notities
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Dit is de samenvatting van het boek "Hospitality Experience An Introduction to Hospitality Management". De auteur(s) van het boek is/zijn Jeroen Bosman H P Breuker Michael N Chibili Anne Henriette Jeanne Marie Hoefnagels John Hornby Alinda Kokkinou Annemieke de Korte Xander Dennis Lub Rob Nierse Jeroen Oskam Mark Pluymaekers M Prooijen Lander Bert Smit Lesley Tomaszewski Rolf van der Veer Tjeerd Zandberg. Het ISBN van dit boek is 9789001885786 of 9001885780. Deze samenvatting is geschreven door studenten die effectief studeren met de studietool van Study Smart With Chris.

Samenvatting - Hospitality Experience An Introduction to Hospitality Management

  • 1.1 Hospitality?

  • Hospitality represents a concept
  • A concept is ... ?
    Not something that you can point to or touch or take into your handes.
    It is something intangible that exists only in our minds
  • A concept can be applied in different contexts.
  • The same word (hospitality) can be used in very different contexts to describe very dissimilar experiences and it still makes sense.
  • 1.2 Origins and history

  • What are the 2 perspectives on the origins and history of hospitality?
    1. Hospitality as behaviour
    2. Hospitality as an industry 
  • What is hostility?
    Unfriendly or aggressive behaviour towards people or ideas.
  • (1) What is unselfish commitment and altruism?
    Behaviour that shows someone's good intentions and willingness to help others without expecting anything in return.
  • (1) What is meant by appropriate behaviour in the hospitality? (Hospitality as behaviour)
    Cultural and religious norms offering a needy stranger a place to stay, and food and drink, without ulterior motive or expecting a reward. (a virtue)
  • (2) Name 3 examples of hospitality as an industry? (in the early years)
    1. Ancient Mesopotamia. Commercial hospitality. Hostels and inns proving food, drinks, accommodation, women to strangers. 
    2. Pompe├». Fossilised. Rooms, public eating house, counter for selling foods and drinks. 
    3. Hostels for travellers. Travelling business people created a demand for lodging, food and drinks, which an extensive system of hospitality establishments accommodated. 
  • What is meant by a modern invention regarding to the name 'hospitality'?
    Associating the name hospitality to the industry providing food, drink and accommodation in the exchange for money.
  • 2.1 The value chain of hospitality experiences

  • What is meant by an intangible component of a product?
    The interaction between host and guest. This is difficult to measure or even define.
  • What is meant by a tangible product?
    The actual product. For example the room or food.
  • The intangible component is the cement that holds the product together and adds value which customers are willing to spend extra money on.
  • A value chain of an organisation is ...?
    A collection of activities that are performed to: design, produce, market, deliver, support.
  • We see a hospitality experience as the sum of individual experiences that are staged throughout the customer's journey in ...?
    1. Selecting 
    2. Purchasing 
    3. Consuming
    4. Reviewing 
  • At each stage of the customer's journey hospitality businesses have the opportunity to add value for the customer.
  • Organisations that create, stage or deliver a hospitality experience seek to add value through both tangible and intangible products.
  • What almost always needs to be translated into a monetary value? (healthy profit)
    The tangible and intangible products that go into  the experience. (commercial hospitality industry)
  • How can you influence the customer's buying decision?
    By (lowering the) price you can attract customers.
  • When companies only use price to attract customers they have no other alternatives that to compete on price.
  • How can a companies distinguish themselves from competitors?
    By price and offering a product with unique features and benefits.
  • Customers are no longer taking standardised and commoditised products for granted.
  • Companies that offer tailor-made products that keep up with wishes and needs of the customer gain the opportunity to promote the uniqueness of the experience.
  • You need to tell your customers what your product does for them, instead of what it simply is. 
  • What is value?
    The economic sacrifice customers are willing to make in exchange for a hospitality experience.
  • Value means more than price and money.
  • Important: to understand all the customer's needs, including the sacrifices they are willing to make in exchange for buying your product.
  • What kind of sacrifices do customers have to make?

  • Sacrifice of time is an important consideration in the hospitality experience from a customer's point of view.
  • Producer's point of view: time is an essential factor in the quest to earn money by staging hospitality experience.
  • A hospitality experience is a product that can not be stored because it is produced and consumed at simultaneously.
  • What is perishability factor?
    The moment can pass, or the product can age.
  • Most hospitality experiences have restricted capacity. For example you cannot increase the number of products on sale simply by adding extra hotel rooms.
  • How can you achieve optimum profit?
    Organisations need to think carefully how to price and sell their hospitality experience.
  • Unique characteristics of the hospitality experience becomes clear when you define a hospitality product as anything that can be offered to a market for ...?
    1. Attention 
    2. Acquisition 
    3. Use or consumption that might satisfy a want or need
  • Use or consumption that might satisfy a want or need: (including) physical objects, (but also) services, places, organisations, and ideas.
    This definition stresses the importance of both physical and non-physical parts of the product.
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Laatst toegevoegde flashcards

In what 2 stages is the pricing process divided
1. Strategic pricing decision
2. Operational pricing decision
This allows an organisation to add profit in the process of selling and delivering its product. 
What are different considerations in staging a hospitality experience in a commercial context?
1. Cost control
2. Effective pricing 
Give an example of reducing fixed costs.
Many hotel chains sell of their buildings, trying to reduce fixed costs and return to their core business, managing hotels.
What is financial performance?
A general measure of a firm's overall financial health over  a given period.
What is operating leverage ratio?
The operating leverage ratio is a strong indicator of the level of financial risk a company faces under different market conditions and varying demand.
What are variable costs?
A variable cost is a corporate expense that changes in proportion to production output. Variable costs increase or decrease depending in a company's production volume; they rise as production increases and fall as production decreases.
What are fixed costs? (vaste kosten)
A fixed cost is a cost that does not change with an increase or decrease in the amount of goods or services produced or sold.
What is co-creation?
A customer's active participation in staging the hospitality experience.
Give 3 examples of guest involvement.
1. Restaurant buffet service.
2. Self-clean accommodation. 
3. The involvement of customers in the innovation process. 
What is inseparability?
Production and consumption of the product mostly take place at the same time.