Podcast
Questions and Answers
Within the strategic planning process, what key analysis assesses both internal and external factors influencing a hospitality business?
Within the strategic planning process, what key analysis assesses both internal and external factors influencing a hospitality business?
SWOT analysis
In the context of Royal Caribbean Cruise's success, what role do you think intense planning and strategizing had?
In the context of Royal Caribbean Cruise's success, what role do you think intense planning and strategizing had?
It ensured the cruise lined can deliver a great customer experience, efficiently manage resources, and adapt to unforeseen challenges.
How does the Hospitality Planning Process (HPP) contribute to optimizing service in the service industry?
How does the Hospitality Planning Process (HPP) contribute to optimizing service in the service industry?
By providing a structured method to plan and strategize for service excellence, it helps to proactively identify and address potential and existing problems.
Explain how the Hospitality Planning Process aims to solve complex problems?
Explain how the Hospitality Planning Process aims to solve complex problems?
Describe the importance of a 'SMART' goal in the context of the Hospitality Planning Process?
Describe the importance of a 'SMART' goal in the context of the Hospitality Planning Process?
What are the key components of the Hospitality Planning Process, and how do they contribute to the overall strategic direction of a hospitality organization?
What are the key components of the Hospitality Planning Process, and how do they contribute to the overall strategic direction of a hospitality organization?
In the context of the strategic planning process, what is the role of a vision statement, and how does it guide the actions of an organization?
In the context of the strategic planning process, what is the role of a vision statement, and how does it guide the actions of an organization?
What key attributes should a hospitality organization strive for when crafting its vision statement?
What key attributes should a hospitality organization strive for when crafting its vision statement?
How does a mission statement differ from a vision statement in the context of a hospitality organization?
How does a mission statement differ from a vision statement in the context of a hospitality organization?
What are the five key characteristics of an effective mission statement?
What are the five key characteristics of an effective mission statement?
How do factors like fairness, access, support, and exceptional service quality influence the planning process for creating positive guest or customer experiences?
How do factors like fairness, access, support, and exceptional service quality influence the planning process for creating positive guest or customer experiences?
What are the two basic steps to get to the strategic planning via environmental assessment?
What are the two basic steps to get to the strategic planning via environmental assessment?
Describe the purpose of environmental assessment in the hospitality sector.
Describe the purpose of environmental assessment in the hospitality sector.
How does internal assessment contribute to a hospitality organization's strategic planning process?
How does internal assessment contribute to a hospitality organization's strategic planning process?
What are the three scopes of environmental assessment factors?
What are the three scopes of environmental assessment factors?
How does a 'calculated plan' contribute to achieving the desired 'objective' in the context of service strategy?
How does a 'calculated plan' contribute to achieving the desired 'objective' in the context of service strategy?
Explain the requirements that the service strategy requires, and how they contribute to creating a successful guest experience?
Explain the requirements that the service strategy requires, and how they contribute to creating a successful guest experience?
What is the first step in the service strategy?
What is the first step in the service strategy?
What should the company do once it has assessed it's current situation?
What should the company do once it has assessed it's current situation?
In the context of Wendy's strategic planning, what key elements are included?
In the context of Wendy's strategic planning, what key elements are included?
How can a hospitality business use SWOT analysis to refine its service strategy?
How can a hospitality business use SWOT analysis to refine its service strategy?
What are the potential consequences of a hospitality organization failing to conduct a thorough environmental assessment?
What are the potential consequences of a hospitality organization failing to conduct a thorough environmental assessment?
How can a mission statement guide decision-making and resource allocation within a hotel or restaurant?
How can a mission statement guide decision-making and resource allocation within a hotel or restaurant?
In what ways can emerging technologies impact a hotel's external environment?
In what ways can emerging technologies impact a hotel's external environment?
What are some common internal strengths and weaknesses that hospitality organizations should consider during strategic planning?
What are some common internal strengths and weaknesses that hospitality organizations should consider during strategic planning?
How do changing market tastes and preferences affect service strategy in the restaurant industry?
How do changing market tastes and preferences affect service strategy in the restaurant industry?
Describe how a hotel can use a detailed service strategy to ensure a consistent and high-quality guest experience.
Describe how a hotel can use a detailed service strategy to ensure a consistent and high-quality guest experience.
What is the difference between a 'Program Strategy' and 'Money Strategy'?
What is the difference between a 'Program Strategy' and 'Money Strategy'?
What role would you say environmental assessment played in the success of Wendy's?
What role would you say environmental assessment played in the success of Wendy's?
Flashcards
Hospitality Planning Process
Hospitality Planning Process
A strategic process to optimize service by planning and strategizing for service excellence.
What is the Hospitality Planning Process?
What is the Hospitality Planning Process?
A process to solve complex problems by identifying, tackling, and preventing recurrence.
What are SMART goals?
What are SMART goals?
Goals that are Specific, Measurable, Achievable, Results-focused, and Time-bound.
What is a vision statement?
What is a vision statement?
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What is a mission statement?
What is a mission statement?
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Characteristics of a mission statement:
Characteristics of a mission statement:
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Guest/Customer Needs:
Guest/Customer Needs:
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Service strategy
Service strategy
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Strategic planning
Strategic planning
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Environmental assessment factors:
Environmental assessment factors:
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Study Notes
- Customer Service Management is covered in FSM 3002.
- Lesson 4a covers sections 3.1 and 3.2, addressing the Hospitality Planning Process.
Objectives of the Lecture:
- Learn to examine elements of the HPP (Hospitality Planning Process) and create remarkable service
- Learn to discuss strategies for positioning goods and services
- Learn to analyze mission and vision statements in hospitality and tourism
- Learn Berry’s 4 components of service excellence
- Learn characteristics of a service setting
Royal Caribbean Cruise:
- RCC is one of the world's largest cruise lines.
- Success requires intense planning and strategizing.
- Identify areas of service and execution for success
- Identify issues from a lack of planning and strategizing
Hospitality Planning Process (HPP):
- It optimizes service, strategizing for service excellence.
- Aims to solve complex problems.
- Identifies and tackles both current and potential problems.
- Prevents recurrence of problems.
- Actions and reinforces meaningful, relevant, and timely strategies for successful intervention.
Aim of Hospitality Planning Process:
- Goal-oriented SMART strategy is used
- Achieve objectives by matching resources and programs with customer needs.
- SMART goals should be specific, measurable, achievable, results-focused, and time-bound.
Key Components:
- Environmental Assessment: External "long look around."
- Vision Statement:
- Strategic Premises
- Mission Statement:
- Internal Assessment: Internal "long look within"
- Core Competencies:
- Service Strategy:
- Service-Product Strategy:
- Service-Setting Strategy:
- Delivery-System Strategy:
- Action Plans: Includes performance measures.
- Management Performance Plan
- Employee Hiring/Training/Retention Plan
- Capacity Utilization Plan
- Financial/Budgeting Plan
- Marketing Plan
Vision, Mission, and Service Strategy:
- Includes Vision, Mission, and Service Strategy
Questions to Ponder:
- What is the vision statement? What purpose does the vision statement serve?
- What is a mission statement? What purpose does the mission statement serve?
The Vision Statement:
- It articulates the organization's future aspirations
- Creates a picture of what the organization aspires to become
- Provides inspiration for the journey ahead
- Unites and inspires employees
- Achieves a common ideal
- Defines the organization to external stakeholders
- A clear, comprehensive 'photograph' of an organization at some point in the future
- Describes the direction the organization needs to be like, to be successful within the future
Vision Statement Details:
- Articulates the desired future state of the organization.
- Presents hopes and dreams.
- Presents a picture of what the organization aspires to be.
- Provides inspiration for the journey ahead.
- Depicts what the organization wants to become.
- Unites and inspires staff to achieve a common goal.
- The best visions are inspirational, clear, memorable, and concise.
University of Technology, Jamaica (Sample Vision Statement):
- By 2025, the University of Technology, Jamaica will be the #1 University in the Caribbean for work-ready transforming students and society through high quality teaching, research, and value-added services.
Shangri-La Hotel and Resorts (Sample Vision Statement):
- Being the first choice for guests, colleagues, shareholders, and business partners.
The Mission Statement:
- Articulates the organization's purpose.
- States the reason for its existence.
- Defines the path to the vision.
- Takes into account given the strategic premise and core competencies.
Characteristics of a Mission Statement:
- Succinct
- Memorable
- Unique
- Realistic
- Current
Guest/Customer Needs in the Planning Process:
- Fairness.
- Access.
- Support.
- Exceptional service quality/attention.
Strategic Planning:
- Achieved through strategic planning:
- Assesses the internal and external environments to define strategic premises.
- Involves assessing internal and external environments.
- Assesses overall environment, the industry environment and the company's operating environment
Environmental Assessment:
- It searches for opportunities and threats.
Internal Assessment:
- Redefines or reaffirms it's organizational core competencies.
- It represents strong and weak points.
- Considers the organizations ability to compete
External Assessment:
- The strategic premise assesses long-term external aspects.
- Determines customer needs of the future environment.
SWOT Analysis:
- Strengths: Manufacturing efficiency, skilled workforce, good market share, strong financing, superior reputation.
- Weaknesses: Outdated facilities, inadequate R&D, obsolete technologies, weak management, past planning failures.
- Opportunities: Possible new markets, strong economy, weak market rivals, emerging technologies, growth of existing market.
- Threats: New competitors, shortage of resources, changing market tastes, new regulations, substitute products.
Service Strategy:
- It is a planned strategy
- Achieves a common objective.
- Has formulas, setting parameters, interpretations, and underlying premise to delivering quality guest service
Strategic Planning Process:
- Assesses the Current Situation, e.g., what is happening in the environment, engaging stake holders, review the current mission
- Plans the Future State, e.g., address SWOT, review the vision
- Defines Strategies to address SWOT
- The Strategic Plan is created with mission, goals, and evaluation
Strategic Premise and Wendy’s:
- Trends identified by Dave Thomas led to corporate strategies
- People wanted choices
- People were feed up of poor quality
- People were trying to adjust to a more complicated way of life
- People were on the move
- People were ready for an upscale hamburger place
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Description
Explore the Hospitality Planning Process (HPP) in FSM 3002, Lesson 4a. Learn to optimize service and strategize for excellence. Analyze mission and vision statements in hospitality and tourism, along with Berry’s 4 components of service excellence.
