Podcast
Questions and Answers
Which strategy ensures that regular customers and those needing immediate consideration are prioritized?
Which strategy ensures that regular customers and those needing immediate consideration are prioritized?
- Ignoring requests from non-regular customers
- Offering discounts to new customers
- Attending to regular and special needs customers first (correct)
- Prioritizing orders based on payment methods
What is a potential consequence of implementing full charge pricing during peak periods?
What is a potential consequence of implementing full charge pricing during peak periods?
- Increased use of discount coupons
- Increase in repeat customer visits
- Reduced demand for services (correct)
- Higher customer satisfaction rates
Which method is NOT a way to temporarily increase capacity during peak demand?
Which method is NOT a way to temporarily increase capacity during peak demand?
- Reducing staffing levels (correct)
- Hiring part-time employees
- Renting additional facilities
- Extending operating hours
What does the chase demand strategy primarily focus on adjusting?
What does the chase demand strategy primarily focus on adjusting?
How can outsourcing activities impact capacity management?
How can outsourcing activities impact capacity management?
Which of the following is a disadvantage of disallowing discount cards during peak periods?
Which of the following is a disadvantage of disallowing discount cards during peak periods?
Which of these tactics is not included in ways to manage capacity effectively?
Which of these tactics is not included in ways to manage capacity effectively?
What is the primary goal of expanding capacity temporarily?
What is the primary goal of expanding capacity temporarily?
What technique can be used during lean periods to improve operational efficacy?
What technique can be used during lean periods to improve operational efficacy?
How can organizations increase demand when service demand is low?
How can organizations increase demand when service demand is low?
What is a key strategy for aligning capacities and demand in the tourism industry?
What is a key strategy for aligning capacities and demand in the tourism industry?
Queueing in the tourism industry often occurs due to what main reason?
Queueing in the tourism industry often occurs due to what main reason?
What is one way organizations manage employee readiness during lean periods?
What is one way organizations manage employee readiness during lean periods?
What is a consequence of a mismatch between capacity management and demand?
What is a consequence of a mismatch between capacity management and demand?
What is one way organizations can prioritize service for high-spending customers?
What is one way organizations can prioritize service for high-spending customers?
What role do promotional packages play during lean seasons?
What role do promotional packages play during lean seasons?
What type of customers are served first due to pressing needs?
What type of customers are served first due to pressing needs?
Why might precise matching of capacity and demand be considered too costly for some organizations?
Why might precise matching of capacity and demand be considered too costly for some organizations?
Which service option is likely for customers requiring more attention?
Which service option is likely for customers requiring more attention?
What challenge does the tourism and hospitality industry face regarding waiting times?
What challenge does the tourism and hospitality industry face regarding waiting times?
How does long waiting time affect customer perception?
How does long waiting time affect customer perception?
What is a potential accommodation for customers who pay a premium price?
What is a potential accommodation for customers who pay a premium price?
Which factor significantly impacts guest experiences during waiting times?
Which factor significantly impacts guest experiences during waiting times?
What type of queue is suggested for accommodating customers properly?
What type of queue is suggested for accommodating customers properly?
What is a key advantage of using a numbering queuing system in a travel agency?
What is a key advantage of using a numbering queuing system in a travel agency?
How can organizations effectively lessen waiting in lines?
How can organizations effectively lessen waiting in lines?
What is one strategy organizations should use to understand unnecessary queuing?
What is one strategy organizations should use to understand unnecessary queuing?
Why might designated lines be more effective for certain transactions in a travel agency?
Why might designated lines be more effective for certain transactions in a travel agency?
What is queue configuration focused on?
What is queue configuration focused on?
How do some service organizations differentiate waiting customers?
How do some service organizations differentiate waiting customers?
Which approach to queuing might not be suitable for small travel agencies?
Which approach to queuing might not be suitable for small travel agencies?
What potential benefit can spreading demand through a reservation process provide?
What potential benefit can spreading demand through a reservation process provide?
What is a characteristic of a single sequential line in a queuing system?
What is a characteristic of a single sequential line in a queuing system?
Which type of queue involves customers receiving numbers from an automated counter?
Which type of queue involves customers receiving numbers from an automated counter?
What is an example of a parallel lines queuing system?
What is an example of a parallel lines queuing system?
What does the designated lines queuing system aim to achieve?
What does the designated lines queuing system aim to achieve?
What primarily determines the appropriate queuing system for a tourism establishment?
What primarily determines the appropriate queuing system for a tourism establishment?
In which scenario is a waiting list queuing system most effective?
In which scenario is a waiting list queuing system most effective?
What could be a potential drawback of a single line to multiple servers?
What could be a potential drawback of a single line to multiple servers?
What can happen if a tourism establishment fails to implement an appropriate queuing system?
What can happen if a tourism establishment fails to implement an appropriate queuing system?
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Study Notes
Adjusting Capacity to Meet Demand
- Shifting capacity involves changing an organization's ability to meet customer needs during peak periods and minimizing the capacity during downtime.
- Increase capacity temporarily can be achieved through extended operating hours, part-time staff, cross-trained employees, outsourcing, and renting facilities/equipment.
- Chase demand strategy involves adjusting service resources to match demand fluctuations. This involves scheduling downtime during low periods for maintenance and renovations, and scheduling employee vacations and training strategically.
- Increase demand to match capacity can be achieved through customer education, facility conversion, new service offerings, and price differentiation.
Waiting Lines and Queue Systems
- Waiting lines occur when the demand for a service exceeds the capacity to handle it.
- Queue configuration considers the design and effect of the queue system, including the number of queues, locations, and space needed.
Types of Queues
- Single sequential line is where customers pass through several serving segments. An example is a buffet line in restaurants.
- Parallel lines to multiple servers apply to establishments that cater to many people at once, such as the immigration section at the airport.
- Single line to multiple servers allows customers to form a single line and be served by the first available server. An example is airline check-in counters.
- Designated lines segregate lines for different customer categories, such as senior citizens or persons with disabilities.
- Numbering system provides customers with numbers from an automated counter, used in organizations catering to large numbers of customers, such as big travel agencies.
- Waiting list requires customers to provide their names and group size and wait until their names are called.
Strategies for Dealing with Queuing
- Auditing the operational process helps identify reasons for unnecessary queuing and implement changes to eliminate waiting lines and facilitate movement.
- Implementing a reservation process allows customers to choose their arrival time and guarantees accommodation, spreading the demand to less popular slots.
- Differentiating waiting customers involves prioritizing customers based on their needs or profiles. This includes:
- Importance of the customer (e.g., high spenders)
- Urgency of the job (e.g., medical or security concerns)
- Duration of the service transaction (e.g., express lanes for short services)
- Payment of a premium price (e.g., VIP lounges)
Managing Waiting Time
- Waiting time impacts guest experiences and perception of service quality.
- Long waiting times can lead to customer dissatisfaction.
- Using the correct queue type is essential to accommodate customers properly.
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