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    Characteristics of The Travel, Tourism and Hospitality Sector That Impact On The Management of Operations

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    Joseph Louis Bautista
    The document outlines several key characteristics of the travel, tourism, and hospitality sector that impact operations management. These include: 1) perishability, as unused capacity like hotel rooms cannot be saved and sold later; 2) inconsistency, as customer experiences can vary even with the same service; and 3) being people-oriented, as quality relies heavily on interactions between staff and customers.

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    Characteristics of The Travel, Tourism and Hospitality Sector That Impact On The Management of Operations

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    Joseph Louis Bautista
    40 views9 pages
    The document outlines several key characteristics of the travel, tourism, and hospitality sector that impact operations management. These include: 1) perishability, as unused capacity like hotel rooms cannot be saved and sold later; 2) inconsistency, as customer experiences can vary even with the same service; and 3) being people-oriented, as quality relies heavily on interactions between staff and customers.

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    Week 2

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    The document outlines several key characteristics of the travel, tourism, and hospitality sector that impact operations management. These include: 1) perishability, as unused capacity like hotel rooms cannot be saved and sold later; 2) inconsistency, as customer experiences can vary even with the same service; and 3) being people-oriented, as quality relies heavily on interactions between staff and customers.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    40 views9 pages

    Characteristics of The Travel, Tourism and Hospitality Sector That Impact On The Management of Operations

    Uploaded by

    Joseph Louis Bautista
    The document outlines several key characteristics of the travel, tourism, and hospitality sector that impact operations management. These include: 1) perishability, as unused capacity like hotel rooms cannot be saved and sold later; 2) inconsistency, as customer experiences can vary even with the same service; and 3) being people-oriented, as quality relies heavily on interactions between staff and customers.

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    of 9

    CHARACTERISTICS OF THE

    TRAVEL, TOURISM AND


    HOSPITALITY SECTOR THAT
    IMPACT ON THE MANAGEMENT OF
    OPERATIONS

    EFCJ,MBA OLFU CHIM ANTIPOLO


    Perishability

    Inconsistency

    Investment and immobility

    People-oriented

    Inseparability

    CHARACTERISTICS Intangibility

    Inflexibility

    Imitability

    EFCJ,MBA OLFU CHIM ANTIPOLO


    PERISHABILITY
    • one of the most important characteristics
    • consumed as they are produced

    • rooms and cable car seats cannot be warehoused for futures sales
    • When a hotel room is not booked tonight, you cannot take ‘tonight’ and sell it tomorrow
    • Once the train left the station, unused capacity cannot be sold afterwards – provided that
    it was no time-traveling train

    EFCJ,MBA OLFU CHIM ANTIPOLO


    INCONSISTENCY
    • always differ
    • Even the same hotel room in the same week with the same weather can be perceived
    differently due to the mood of the chef

    • always about the experience that the customer makes


    • challenging to deal with the customer perception of the product (the
    perceived quality)
    •  affected by numerous uninfluenceable aspects such as weather, construction sites, other
    customers etc. Hence, the product is very inconsistent and cannot be standardized.

    EFCJ,MBA OLFU CHIM ANTIPOLO


    INVESTMENT AND IMMOBILITY
    • big capital lockup in the assets
    • furniture, restaurants, TV-sets, laundry-service, pools, saunas etc. –
    invested capital that has to pay off
    • investments are attached to one locality
    • dependent on the attractiveness of the region, the country, its surroundings
    and so forth

    EFCJ,MBA OLFU CHIM ANTIPOLO


    PEOPLE-ORIENTED
    • builds entirely upon people
    • interaction between the staff and the customer determines the perceived
    product quality
    • results from personal interactions starting with the information and booking process
    over the stay up to the journey home

    EFCJ,MBA OLFU CHIM ANTIPOLO


    INSEPARABILITY
    • Most travel products are first sold and the produced and consumed at the
    same time
    • can only be consumed at the supplier’s premise.
    • Intangible
    • all about the time spent and the experience made

    EFCJ,MBA OLFU CHIM ANTIPOLO


    INFLEXIBILITY
    • fairly inflexible in terms of fluctuation
    • Hotels cannot change their capacities quickly enough to react on spontaneous
    fluctuations in demand

    EFCJ,MBA OLFU CHIM ANTIPOLO


    IMITABILITY
    • easy to copy
    • Originality, consistency, location etc. – but not by hoping that their services
    are not imitable is the key

    EFCJ,MBA OLFU CHIM ANTIPOLO

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