105 study guide prelim 1 - HADM Study Guide 1105- Prelim 1...

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Unformatted text preview: HADM Study Guide 1105- Prelim 1 Lecture Notes Lecture 1 Service level classifications o Luxury Exclusive and elegant, often palatial, offering highest standards of service, accommodations, and facilities approximately $250+ a night Four seasons, ritz carlton, W hotels, fairmont o Upscale An above average facility. May be an exceptionally well maintained older facility but more likely a superior modern facility with some outstanding features. Approx $150-$249 a night Hyatt, Hilton, Marriott, sheraton o Moderate midscale w/ or w/o f&b Generally comfortable, simple accommodations. May be lacking in some features (for example a mid scale w/o F&B property would not have a restaurant). Approximately $100-$149 a night Holiday inn, Hampton inn o Budget/economy Modest accommodations, functional, emphasizing clean and comfortable rooms. Under 100 a night Motel 6 Basic Terminology o ADR = Average daily rate Room revenue/ Room nights sold o Occupancy Room nights solder/room nights available o RevPar= revenue per available room, common measure of performance of the hotel. Revpar is a prepresentative measure of unit revenue as it takes both occupancy and ADR into account Room revenue/ room nights available ADR x occupancy Luxury hotel brand principles o Create a customer centered culture that identifies, nurtures, and reinforces service as a primary value o They use a rigorous selection process to populate the organization with superior sales and support staff. The impulse to care about accomomodating customers cannot be taught to people who are not predisposed to it o They constantly retrained employees to perpetuate organizational values and to help them attain greater mastery of products and services o They systematically measure and reward customer centric behavior and excellence isn sales and service to enforce high standards and reinforce expectations Lecture 2 Important factors to consider when cutting costs o Intangible product (service) o Labor intensive o Employees work for low wages What is QUALITY o Elusive o Indistinct o Construct What are the characteristics of services that make them different from products o Intangibility Services are performances, its hard to ensure and evaluate service quality o Heterogeneity Performance varies Consistency is difficult to assure o Inseperable Production and consumption are inseperable Three stages of service encounter o Coming together and acknowledgement o Some moderate feeling of emotion or inclusion o Service provider takes care of a need that the receiver has Lecture 3 Notes Mobil rating criteria o Hotel service evaluation based on a three day two night stay, evaluates based on criteria such as courtesy, efficiency, luxury, food quality, etc o There are only 44 five star properties o How many stars can each service orientation attain High end full service: 4 and 5 Basic full service: 2 or 3 stars Limited service: 1-2 stars...
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This note was uploaded on 12/01/2009 for the course H ADM 121 at Cornell University (Engineering School).

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105 study guide prelim 1 - HADM Study Guide 1105- Prelim 1...

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