Podcast
Questions and Answers
Which sequence reflects the typical order of steps in the strategic planning process model?
Which sequence reflects the typical order of steps in the strategic planning process model?
- Identify Goals → Understand Internal Factors → Understand External Factors → Perform SWOT Analysis → Define Strategy → Determine Mission
- Define Strategy → Determine Mission → Identify Goals → Understand Internal Factors → Understand External Factors → Perform SWOT Analysis
- Understand Internal Factors → Understand External Factors → Perform SWOT Analysis → Define Strategy → Determine Mission → Identify Goals
- Determine Mission → Identify Goals → Understand Internal Factors → Understand External Factors → Perform SWOT Analysis → Define Strategy (correct)
When crafting a vision statement, what key element should be included to make it effective?
When crafting a vision statement, what key element should be included to make it effective?
- A description of the organization's operational structure
- A clear and concise depiction of the organization's future aspirations. (correct)
- A guarantee of immediate profitability.
- A detailed list of current financial metrics.
Which of the following best describes the purpose of the Hospitality Planning Process (HPP)?
Which of the following best describes the purpose of the Hospitality Planning Process (HPP)?
- To focus solely on marketing strategies for attracting more customers.
- To minimize costs associated with service delivery.
- To maintain the status quo of service operations.
- To solve complex problems and prevent their recurrence in service settings. (correct)
A SMART goal in the Hospitality sector should NOT be:
A SMART goal in the Hospitality sector should NOT be:
What is the primary focus of the 'Service-Setting Strategy' within the Hospitality Planning Process?
What is the primary focus of the 'Service-Setting Strategy' within the Hospitality Planning Process?
When conducting an environmental assessment, why is it crucial to analyze both the external and internal environments?
When conducting an environmental assessment, why is it crucial to analyze both the external and internal environments?
What is the key role of a mission statement in the context of hospitality and tourism organizations?
What is the key role of a mission statement in the context of hospitality and tourism organizations?
Which characteristic is NOT typically associated with an effective mission statement?
Which characteristic is NOT typically associated with an effective mission statement?
Which of the following best illustrates integrating 'fairness' as a customer need into the planning process?
Which of the following best illustrates integrating 'fairness' as a customer need into the planning process?
Why is 'identifying and tackling' problems considered essential in the Hospitality Planning Process?
Why is 'identifying and tackling' problems considered essential in the Hospitality Planning Process?
When defining strategies to address your SWOT analysis, what are you attempting to do?
When defining strategies to address your SWOT analysis, what are you attempting to do?
In the context of service strategy what does the service strategy of delivering a quality guest service require?
In the context of service strategy what does the service strategy of delivering a quality guest service require?
What does it mean when strategy striving to achieve objectives by matching available resources and programmes with the needs and wants of customers is considered 'time-bound'?
What does it mean when strategy striving to achieve objectives by matching available resources and programmes with the needs and wants of customers is considered 'time-bound'?
Which of the the following steps is first in the strategic planning process model?
Which of the the following steps is first in the strategic planning process model?
Which of the following steps is last in the strategic planning process model?
Which of the following steps is last in the strategic planning process model?
According to Ford et al. (2012), what is the role of an organization's mission statement?
According to Ford et al. (2012), what is the role of an organization's mission statement?
When considering the customer need of 'access' in the planning process, what does this primarily refer to?
When considering the customer need of 'access' in the planning process, what does this primarily refer to?
Within the Hospitality Planning Process, what encompasses an 'internal assessment'?
Within the Hospitality Planning Process, what encompasses an 'internal assessment'?
What does the 'industry-environment assessment' primarily involve?
What does the 'industry-environment assessment' primarily involve?
What is the main goal of conducting a SWOT analysis in hospitality planning?
What is the main goal of conducting a SWOT analysis in hospitality planning?
What does a vision statement primarily articulate for an organization?
What does a vision statement primarily articulate for an organization?
Why is it important for a vision statement to be clear, memorable and concise?
Why is it important for a vision statement to be clear, memorable and concise?
In the context of external assessment in hospitality planning, what are 'strategic premises'?
In the context of external assessment in hospitality planning, what are 'strategic premises'?
How does the service industry typically optimize service for excellence?
How does the service industry typically optimize service for excellence?
What does analyzing mission and vision statements in hospitality and tourism operations primarily achieve?
What does analyzing mission and vision statements in hospitality and tourism operations primarily achieve?
What is the significance of defining an 'interpretation of service' in a service strategy?
What is the significance of defining an 'interpretation of service' in a service strategy?
How can an organization best ensure that its 'program strategies' are effective?
How can an organization best ensure that its 'program strategies' are effective?
In the context of the Hospitality Planning Process, what is the purpose of 'Action Plans'?
In the context of the Hospitality Planning Process, what is the purpose of 'Action Plans'?
What should result as a deliverable from assessing internal and external environments?
What should result as a deliverable from assessing internal and external environments?
Flashcards
Strategic Planning Process Model
Strategic Planning Process Model
A model that provides a structured approach to formulating and implementing strategies to achieve organizational goals. It involves a sequence of steps, including defining mission, identifying goals, analyzing SWOT, understanding internal/external factors, defining strategy.
Hospitality Planning Process
Hospitality Planning Process
The process of identifying and tackling problems that are affecting hospitality service operations.
SMART Goals
SMART Goals
Specific, Measurable, Achievable, Results-focused, and Time-bound
SWOT Analysis
SWOT Analysis
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Vision Statement
Vision Statement
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Mission Statement
Mission Statement
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Environmental Assessment: Overall Environment
Environmental Assessment: Overall Environment
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Environmental Assessment: Industry Environment
Environmental Assessment: Industry Environment
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Service Strategy
Service Strategy
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Assess Current Situation
Assess Current Situation
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Plan Future State
Plan Future State
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Strategic Plan
Strategic Plan
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Study Notes
- The hospitality planning process is essential for optimizing service and strategizing for service excellence
Hospitality Planning Process
- Seeks to solve complex issues, anticipate potential problems, and prevent their recurrence
- Relies on meaningful, relevant, and timely strategies that are reinforced for successful intervention
Aim of the Hospitality Planning Process
- To achieve objectives by aligning available resources and programs with customer needs and wants
- Uses the SMART goal framework
SMART Goals
- Specific
- Measurable
- Achievable
- Results-focused
- Time-bound
Hospitality Planning Components
- Encompasses environmental assessment, vision statements, mission statements, and core competencies in assessing environments
- Includes strategies for service-product, service-setting, and delivery-system in establishing strategies
- Uses action plans and performance measures with the aim of financial and budgeting
Hospitality Planning Process Components
- Vision
- Mission
- Service Strategy
Important questions to consider
- What is a 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 should articulate the future aspirations of the organization
- Creates a picture towards which the organization aims
- Provides inspiration and unites employees to achieve a common goal
- Defines the organization to external stakeholders
- "Photographs" the organization's desired future, providing direction
The Vision Statement should
- Articulate the organization's desired future state
- Present hopes and dreams
- Depict the organization's aspirations
- Provide inspiration
- Unite and inspire staff
- Be inspirational, clear, memorable, and concise
Sample Vision Statement (University of Technology, Jamaica)
- To be the #1 University in the Caribbean for work-ready leaders by 2025 to transform students and society.
- Achieved through high-quality teaching, research, and value-added services
Sample Vision Statement (Shangri-La Hotel and Resorts)
- To be the first choice for guests, colleagues, shareholders and business partners
The Mission Statement
- Articulates the organization's purpose and reason for existence, defining the path to achieving the vision
- Is Succinct
- Is Memorable
- Is Unique
- Is Realistic
- Is Current
Guest Needs in the Planning Process
- Require Fairness
- Require Access
- Require Support
- Require Exceptional service quality and attention
Strategic Planning
- Strategic planning involves assessing internal and external environments
Internal Assessment
- What are our Strengths?
- What are our Weaknesses?
External Assessment
- What are our Opportunities?
- What are our Threats?
- These components form the basis of a SWOT analysis
SWOT Analysis Components
- Environment Assessment: Identifying opportunities and threats
- Internal Assessment: Redefining core competencies relative to strengths and weaknesses
- External Assessment: Determining customer needs of the future
Environmental Assessment
- Includes: "Overall - environment:", "The industry - environment:", and "The company's operating - environment"
- Consider economy, society, demographics, ecology, politics, and technology.
The Service Strategy
- A calculated plan to achieve a common, chosen objective
The Service Strategy Requires
- A formula for service delivery
- A plan for parameters
- An interpretation of service
- Underlying premise for quality guest service
Strategic Planning Steps
- Assess current situation
- Plan future state
- Review current mission and vision and evaluate current performance internally and externally to plan for the strategic future
Premise and Wendy's
- Environmental assessment led to premises on which corporate strategies were based
- Wendy's (Dave Thomas) used 5 trends to identify a market opportunity
- People desired choices and felt underwhelmed by present quality
- People were adjusting to a more complicated way of life on the move and wanted an upscale hamburger place
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Description
Explore the Hospitality Planning Process, crucial for service optimization and excellence. It solves issues, anticipates problems, and uses timely strategies. Aligns resources with customer needs using SMART goals (Specific, Measurable, Achievable, Results-focused, Time-bound).
