Hotel and Restaurant Management

Benefits of customer loyalty scheme and brand loyalty programmes of Accor Hotels: A case study based on Mercure London City Bankside Hotel.

The research on the subject of customer loyalty in the hotel industry and fostering such loyalty through a multi-brand loyalty programme by Accor group of hotel evaluates the concepts relating to behavioural and attitudinal loyalty. It was found that loyalty programs not only reward the customers for repeat purchase behaviour, but also has an important strategic role in collecting the information about the customers. The various viewpoints relating to the implementation of loyalty programs, design of reward schemes and the utilisation of information collected from the customer are discussed. In the case of Accor hotels, there are several brands with differentiated service offerings and the reward scheme is an integrated one. The Accor hotels reward scheme provides points to the customers for staying in the participating hotels/brands such as Sofitel, Pullman, MGallery, Grand Mercure, Novotel, Suite Novotel, Mercure, Adagio, Ibis and Spa.
Through convenience sampling method two managers and four junior managers in the marketing department were interviewed. From the research, and mostly through the interview data it was found that the customers are able to accrue the points for their stay and spend at the hotel, and redeem their loyalty benefits at more than 2500 participating hotels from the lower end Ibis (budget hotel) to the upper end luxury Sofitel and Pullman hotels. The customers are able to exchange these reward points at various points of sale such as at the airports, taxis and related travel services. All the redemptions are targeted at the travelling customer and their needs and hence travelling customers are benefitted. The loyalty programme is also inducing the customer to spend more as the rewards collected can be redeemed against the services of the different hotel properties.
Since there is collaboration between travel and hospitality organisations, Accor hotel is benefitting significantly. It is clear that with the entire organisation the Mercure Hotel is also benefitting from the multi-brand loyalty scheme. The customers at the bottom of the pyramid in the brand structure of Accor group would be moving upwards and there are a considerable number of properties under the lower mid-scale and lowest scale such as the Ibis. The recommendations is to target and capture restaurant customers with the help of direct sales approach from the waiters and customer facing employees in the restaurant to become member in the loyalty programme. The customer-facing employee’s right from the lobby to the restaurant should be provided training to give special service to such repeat customers.

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espanolEl presente articulo permite amplificar las caracteristicas de los clientes potenciales de alimentos y bebidas, en el valle de Cumbaya - Tumbaco; el interes por esta poblacion se da al ver su crecimiento economico plasmado en la arquitectura, vialidad, superestructura y la oferta de planta turistica. Se ha identificado mediante encuesta las caracteristicas de la poblacion, los habitos de consumo y el poder adquisitivo de las personas de Quito. EnglishThe current article permits to amplify the potential client characteristics of foods and beverages in the Cumbaya-Tumbaco Valley. The interest for this population is due to its economic growth reflected in its architecture, roads, superstructure and the tourist offer. It was identified through a survey, the population characteristics, the consumption habits, and the purchasing power of the people in Quito.

Num artigo anterior falámos da importância de motivar os seus colaboradores. Agora, partilhamos um aspeto que além de funcionar como elemento de motivação está fortemente associado à gestão do negócio por objetivos: a avaliação de desempenho.

Este informe fue publicado por Bodegas de Argentina en el mes de Marzo de 2021 y muestra cómo se recupera la actividad de turismo del vino en el país luego de la crisis turística provocada por Covid-19.

Esta investigación contó con el aporte de información de más de 140 bodegas abiertas el turismo en el país, representando un 60% del universo totatl.

This study is concerned with evaluating the performance of the hotel industry in the Sultanate of Oman through a two-stage data envelopment analysis (DEA) procedure. In the first stage, DEA-bootstrap is used to estimate point and interval efficiency ratios of the hotels, identify the benchmark hotels and suggest a potential ranking. In the second stage, a truncated regression model based on the double bootstrapping procedure of Simar & Wilson (2007) is implemented to identify potential sources of hotels' operational inefficiency. In addition, an empirical approach is introduced to quantify the attractiveness of tourism destinations through a weighting scheme. The benchmarking analysis is carried out on a sample of 58 hotels, and revealed that (1) the majority of hotels in Oman are technically inefficient; (2) most of the efficient hotels are located in the capital, Muscat; (3) star rating and cultural attractions are the most important factors influencing hotels' efficiency. Practical implications of these findings are also discussed.

Over the past few years customers visiting restaurants have become more discerning in their food choices. These choices include new cuts of meat, dishes inspired by street food around the world, and most importantly healthy meal options for children. This infographic by Deliverr.ca, the food delivery platform, reveals the trends that we can expect to see in the food and beverage industry as we move into the next decade. The findings can be found in the infographic below.

Food and Beverage cost are biggest cost for any restaurant which range between 30-40% of revenue depending on style of restaurant. Food cost affects restaurant's profitability to a significant level and can be volatile due to few reasons beyond hotels controls (such as sudden inflation or shortage of supply etc). (learn more about hospitality cost control) Basic Calculation and control preparation methods 1. Calculate the standard Food and beverage cost for each menu item based on f&b recipe. Cost calculation should be based on market price and kitchen menu ingredient. Market price for ingredients keep changing hence standard cost % need to be updated atleast every six months. 2. Set the selling price by comparing with competitor price and hotel signature dish popularity. Selling price proposal preparation done by chef, cost team and management / owner approve the selling price. Above two steps would provide budgeted / estimated overall ideal food cost % which is the very first step in cost control process. Cost % will vary based on recipe, menu style & variety. Larger menu will carry high food cost due to mis-em-place and variety making kitchen par higher.

Download Ebook SOP Restoran SOP Resto SOP kafe SOP Coffee Shop PDF

SOP, Flowchart dan Penjelasan

Apakah Anda ingin merintis ataupun sudah punya bisnis resto/cafe tapi kebingungan akan SOP (Standar Operasional Prosedur) nya?

Apakah anda tidak memiliki waktu dalam penyusunan SOP?

Ebook ini menjawab permasalahan diatas

With the aim of enhancing their online reputation, several hospitality businesses have started soliciting their guests to write online reviews. Available studies have not yet evaluated the effects of this strategy. To fill this knowledge gap, this study draws on the theory of psychological reactance and investigates guests' attitudinal and behavioral reactions to received solicitations. Evidence collected from a sample of Italian travelers indicates that soliciting reviews has both benefits and drawbacks: It increases the number of reviews for the business, but it also irritates a significant share of guests. Particularly high levels of irritation arise when a business explicitly asks its guests to write positive reviews. The implications of these findings for the reputation management strategy of hospitality businesses are discussed.

Do you want to eat out in London, Ontario? You can choose from many fine dining restaurants. They vary greatly in appearance, ambience, menu, service, and prices. They have some similarities and differences. This research was conducted by graduate students of Hospitality to help locals and tourists find out which restaurant in London ranks higher in terms of its unique features, customer review, challenges, décor, location, food presentation, marketing strategy, and involvement with community.

Preface Training Managers Manual strikes a balance between research and real practices. It provides students with a solid background in the fundamentals of training and development such as needs assessment, transfer of training, learning environment design, methods, and evaluation. It provides Training Managers with a solid background in the fundamentals of training and development such as needs assessment, transfer of training, learning environment design, methods, and evaluation. To help employees better understand the relationship between the main elements of the book This edition is updated with new material on coaching in a crisis and leadership for a difficult future. training managers manual is the bible of the industry and very much the definitive work that all coaches stand on. This new edition explains clearly and in-depth how to unlock people s potential to maximize their performance Contains the eponymous GROW model (Goals, Reality, Options, Will), now established as the basis for coaching professionals. Clear, concise, hands-on and reader-friendly, this is a coaching guide written in a coaching style. It digs deep into the roots of coaching, particularly transpersonal psychology, a useful model for personal development and in-depth coaching. There are new coaching questions and fresh chapters on emotional intelligence and high-performance leadership. Whitmore also considers the future of coaching and its role in the transformation of learning and workplace relationships, as well as illustrating how coaching can help in a crisis.

Desarrolla una propuesta de negocio “Reserv@me”, que propone ser una alternativa para el público usuario que utiliza aplicaciones móviles para permitirles realizar reservas de mesas en los restaurantes de manera fácil, gratis, segura, y que adicionalmente les genera beneficios económicos. En ese sentido, nuestra propuesta modifica la manera tradicional de asistir a restaurantes sin realizar reserva o tomando mucho tiempo en realizarla, así como en otros casos minimiza los tiempos de espera en el acceso a las mesas. Asimismo, nuestra visión empresarial se enfoca en ser reconocida en el mercado como una empresa líder a nivel nacional e internacional en el servicio de reservas en restaurantes, a través de la innovación tecnológica. Para atraer a nuestros clientes, es decir a los restaurantes, se plantea otorgar información considerada valiosa por éstos, acerca de las preferencias de los consumidores, frecuencia de asistencia, número de personas con quienes asiste a comer y otros; 2 complementariamente, para atraer al público usuario desarrollaremos estrategias promocionales muy intensas de publicidad en medios escritos y de comunicación masiva, así como promociones de ventas con un sistema de acumulación de puntos y bonos de descuento. La propuesta de negocio es viable, dependiendo del cumplimiento de nuestras estrategias de promoción definidas y nuestras estrategias de fidelización de los restaurantes y usuarios finales.

AUTOR :
Pajuelo Pajuelo, Anibal Ismael; Maco Victoria, José Brando; Chavez Pérez, Jorge Antonio; Leandro Ramírez, Marlon Luis
ASESORES:
Dimitrijevic, Boris
EDITORIAL :
Universidad Peruana de Ciencias Aplicadas (UPC)
FECHA DE PUBLICACIÓN :
nov-2015
URL :
http://hdl.handle.net/10757/616985

n view of the exponential growth, now is the time to help the hotel industry transform itself and embrace project management as a strategic competence. Hotel Owners Manual  is for those who manage hotel opening projects, including hotel project developers, hotel management company Head, hotel owners and asset managers, hotel vendors…all the way to hotel educational institutions. It explains that the traditional approaches to opening new hotels do not work efficiently, cause delay after delay, and cannot be scaled, thus new, more effective strategies are required.

Book reveals the enormous opportunity available to hotel owners, operators, and their professional advisors by adopting the formal project management practices

The Indian hotel industry is experiencing unprecedented growth. Over the next Ten years, without a project and operations management approach, this will not be possible. In this book, author Gajanan Shirke-MIH considers the plans for future hotel operation in India, illustrate the scale of the problem, analyzes why traditional approaches will not be able to facilitate, and why project management methodologies are the best way forward.

Hotel Owners Manual will help you build a foundation for success in meeting deadlines for the hospitality industry, development.

Aplikasi manajement hotel terintegrasi dengan fitur komplit dan harga yang sangat terjangkau.

Modul - modul aplikasi :
1. Front Office (front/Back end)
2. Housekeeping
3. Laundry
4. Restaurant
5. Accounting
6. Super administrator

Aplikasi yang user frendly dan dapat dioperasikan secara offline dan online

Servant leadership is a leadership philosophy which addresses the concerns of ethics, customer experience , and employee engagement while creating a unique organizational culture where both leaders and followers unite to reach organizational goals without positional or authoritative power. With employees viewed as one of the greatest assets for organizations, maintaining loyal, productive employees while balancing profits becomes a challenge for leaders, and drives the need to understand employee engagement drivers. Thus, the purpose of this study was to qualitatively explore servant leadership from the perspective of employees. Participants were 11 employees from a servant leadership led restaurant who took part in two focus groups. The modified van Kaam method (Moustakas 1994) contributed to data analysis, which examined employee responses for comparison and assessment. Several themes emerged including servant leader experience, servant leader traits, the impact of servant leadership, the application of servant leadership, and limited employee attrition. The themes revealed servant leadership positively influences employee engagement while contributing to employee loyalty to the workplace. Based on the servant leader experience, participants were more committed, built healthy work relationships, and actively participated in achieving organizational goals. Findings are discussed in light of current research and practical applications are provided.

In the hospitality industry, one thing that should mastered by the hospitality people is English language; thus, the main objective of the study was to determine the level of linguistic skills of HRM students in University of Mindanao. The study employed the descriptive survey research design and utilized Frequency Count, Percentage, t-test and ANOVA in the treatment of the data. The results of the study are as follows: The level of linguistic skills of HRM students of the College of Hospitality Education is described as weak; and, there is no significant of the difference on the linguistic skills of HRM students of the College of Hospitality Education when analyzed by sex and age. The researchers recommend that the administrators of the college of hospitality education should provide workshop seminars and trainings to the English teachers and taught the students extensively enhancing their linguistic skills particularly in the area of morphology, phonology and semantics; including syntax considering that the skills of the students in syntax is just moderate. Similarly, the teachers should motivate the students to take English subjects seriously considering its importance in their profession as hospitality players whose role to play is to interact and deal with various race of people and the only language that can penetrate them is English. On the other hand, the Students should conduct their own readings and research studies on linguistics, particularly in English language to augment their English language mastery.

The restaurant industry is quite similar across borders. It is a labour-intensive industry that is important for tourism and employment. It consists mainly of many small businesses that are regionally dispersed. There are many studies that have analysed this sector. However, rather few articles have focused on the dynamics of growth and profit. The purpose of this paper is to apply the theory of profit persistence and the law of proportionate effect (LPE) to Norwegian restaurants by using publicly available public panel data from 2010 to 2019. The sample includes 866 restaurants. One important finding is that Gibrat’s law (LPE) does not seem to hold, meaning the growth is not independent of the size of the firms. Small businesses grow faster than the others, and they are also more profitable. There is some degree of profit persistence in the restaurant industry. Profitability is negatively linked to debt ratios but positively related to working capital. The study shows there is a trade-off between size and profit. These findings are useful for the industry and for others (public planning, lenders, and more)

The not so long ago traditional way of organizing a holiday by choosing a destination seen in an album or in various brochures at a travel agency, together with the use of a travel guide and a folding map has been steadily taken over in the last years by the tourists who conduct by themselves online complex researches regarding destinations, hotels and means of transportation in order to find the best combination of solutions and rates. Nowadays, these researches are done using smartphones, tablets and other devices. At the same time, much trust is granted to peer reviews and social media. The question that arises is: Are the Romanian hoteliers spectators to these changes or are they also taking action? The present paper will try to identify the main issues Romanian hotels face currently in what concerns digital media. A special focus regards international trends and how Romanian hotels are responding to them.

В пособии рассмотрена история возникновения различных форм и методов обслуживания, используемых гостинично-ресторанными предприятиями Запада и Востока, указаны предпосылки, факторы и пути формирования индустрии гостеприимства как мировой отрасли экономики, объяснены механизмы глобализации отрасли. Пособие предназначено студентов, обучающихся по специальности «Экономика и управление на предприятии. Гостиничный и туристический бизнес», а также аспирантов и исследователей в сфере гостеприимства.

A key to profitability in the hospitality industry is a clear understanding of what leads to satisfied loyal customers. A
comparison of customer satisfaction based on Location, Sleep quality, Rooms, Service quality, Value for money and
Cleanliness as perceived by travellers was done among five hotels. This main objective of this study is to compare the
service quality of hotels understudy by drawing perceptual maps for five major hotels in the Singapore market.

This study attempts to seek answers to the following questions: How customers rate the services offered by a hotel? Which factors should be considered for evaluating the experience of the customer? Do customers perceive any difference between services rendered by different hotels? This paper applies statistical techniques to compare how customers rate different hotels. Data from an online website, Trip Advisor, was used to analyse and compare customer ratings on five hotels. Based on principal component analysis (PCA) results, we plot perceptual maps to show and compare how the 5 hotels differ on the 6
attributes. Perceptual maps with a combination of up to two variables (attributes) were drawn to infer about the positioning
of five different hotels. Two factors were confirmed as the key drivers of the landscape for the hotel industry, ‘Quality of Stay’
and ‘Accessibility and Environment’. Suggestions for management improvements were made based on the customer ratings and reviews.

This study will help marketers of hotels and hotel managers to enhance the satisfaction levels of travellers and to
better understand how the hotels differ and where improvements can be made.

Hotel employees, in recent times, put in more effort at work, working for long hours and even on holidays and weekends. As a result, they find it difficult to efficiently meet the demands of both their work and personal life. This study used a cross-sectional research design to examine work-family conflict and its effects on job satisfaction and life satisfaction of hotel staff. The study also sought to examine the moderating effect of gender on the relationships between work-family conflict, job satisfaction and life satisfaction. A diverse sample of 286 respondents, conveniently selected, completed a structured questionnaire. Generally, the results of a PLS-SEM analysis showed that work-family conflict is not significantly related to job satisfaction but with employees’ life satisfaction. Specifically, work-to-family conflict has no significant relationship with job satisfaction whereas work-to-family and family-to-work conflict were uniquely associated with life satisfaction. The...

We kindly ask you to participate in this research devoted to the adoption of service robots by travel, tourism and hospitality companies. By completing the questionnaire, you will be eligible to participate in an opportunity for one of five electronic 100-dollar gift cards, redeemable as Amazon gift vouchers, among other options. Once you have completed the survey, a separate link will be sent to you allowing you to register for the opportunity. The researchers will not be able to identify your responses to the survey questions and the identifying information you will leave for the purposes of the opportunity for the gift vouchers.

For questions about your rights as a research subject, please contact the Director, Office of Research Integrity, Ball State University, Muncie, IN 47306, (765) 285-5070 or at irb@bsu.edu. IRB Protocol Number: 1194315-1

Please complete the questionnaire if only you are at least 18 years of age.
Thank you in advance for your participation!

Here is the link to the survey:

https://bsu.qualtrics.com/jfe/form/SV_4PdOOi6ERWHw97v

Sincerely,

Dr. Craig Webster, Ball State University, USA, email: cwebster3@bsu.edu
Prof. Stanislav Ivanov, Varna University Management, Bulgaria, email: stanislav.ivanov@vumk.eu