Code (Nerjana 222222)

TOU9173M Hospitality Operations Management

Table of Contents Section 1: Introduction ............................................................................................................... 3 Section 2- Outline intended project plan .................................................................................... 3 Section 3- Challenges in hotel operation ................................................................................... 5 Section 4- Recommendations ..................................................................................................... 8 Section 5-Conclusion ............................................................................................................... 10 References ................................................................................................................................ 11

the project's executor, the company works to forge trusting ties with other investors and generate a sizable clientele in order to successfully expand the hotel network. As a result, the business has reclaimed its place in the hospitality and construction sectors and established itself as a reputable and trustworthy hotel management organisation. Achieving a particular level of profit necessary for continued reinvestment and a fair return to stakeholders is one of the project's commercial objectives. In order to improve customer care tactics and ethical standards in supplier relations, the company must implement appropriate and effective promotional techniques. Service Families, business travellers, and tourists are all catered to by Holiday Inn. Holiday Inn offers a variety of services to its patrons, such as luxurious hotel rooms with first-rate extras like restaurants and room service, swimming pools, fitness centres, and inviting lounges. The special service that Holiday Inn offers is to be "America's Favourite Hotel." To that aim, Holiday Inn has increased the amenities it offers business travellers, including meeting and workspaces on-site ( Alonso et al., 2022). Additionally, Holiday Inn has created initiatives like the Kids Eat and Stay Free programme and KidSuites suites at each of its resorts. Core customer value Customers at Holiday Inn can choose from a selection of cosy and functional rooms. Holiday Inn offers flexible plans that make it simple for visitors to book rooms. Visitors can change or cancel their reservations without incurring additional fees, and there are no cancellation penalties. Additionally, Holiday Inn provides lodging that complies with regional health and safety regulations. Holiday Inn offers twin rooms, standard rooms, deluxe rooms, duplex suites, and deluxe suites as room types ( Ayachit and Chitta, 2022). These rooms are available at Holiday Inn, which welcomes groups, families, and business travellers. Actual product For visitors who make reservations via us, the Holiday Inn has top-notch amenities. Swimming pools, restaurants, fitness centers, spas, saunas, gardens, tennis courts, golf courses, room service, lounges, and libraries are just a few of the many amenities offered to visitors throughout their stay. More guests stay at the hotel due of the amenities offered because it is convenient to stay in a place with so many amenities. Be sure customers reserve a hotel with top-notch amenities ( Buhalis et al., 2022). By providing babysitting services at its hotels and providing playgrounds, Holiday Inn furthers its commitment to serving families

with young children. The Holiday Inn has conference spaces that may be hired by hotel guests for business travellers. A ballroom and another ballroom are available at the Holiday Inn for occasions like weddings. Holiday Inn, which includes Holiday Inn Hotels & Suites, Holiday Inn Resorts, Holiday Inn Club Vacations, Holiday Inn Garden Court, Holiday Inn Express, etc., has its own unique qualities. There are numerous distinct brands. These listed brands are distinct from one another( Campos et al., 2022). The Holiday Inn Hotel & Suites, for instance, has all the features and services of a standard Holiday Inn with the exception that it has suites and mixed-type rooms. The marketing of Holiday Inn Resorts will then focus on areas where leisure tourism is popular. Family-friendly and only based in the United States, Holiday Inn Club Vacations. Holiday Inn Garden Court is only offered in Europe and South Africa. Accommodations are typically villas and suites that are crafted to match the local culture. Augmented product The marketing for Holiday Inn Resorts will then concentrate on regions with a high demand for leisure travel. Holiday Inn Club Vacations is a family-friendly company with only American operations. Only Europe and South Africa offer the Holiday Inn Garden Court. Villas and suites that are designed to blend in with the local culture are the most common types of lodging. Section 3- Challenges in hotel operation High turnover Inadequate training and a high employee turnover rate affect the quality of the Holiday Inn's services. One of the main reasons for employee turnover in the hospitality sector is excessive stress at work. Even the coolest and most composed personnel can become stressed out by the onerous working conditions that are common in the hospitality sector ( Chambers and Cifter, 2022). There is a significant turnover rate because not everyone is fit for such a setting. Due of their high income and seasonality, hospitality businesses don't necessarily provide many prospects for expansion. Holiday Inn must figure out a means to produce long- term, devoted personnel ifHoliday Inn want to attract them. Every job should seem like it is leading somewhere, according to employees. They desire more accountability rather than merely a pay increase. The hotel sector has the highest turnover rate of any industry, according to the Jobs and Turnover Report (JOLTS) from the Bureau of Labour Statistics (BLS). The hospitality sector will experience a turnover rate of 86.3% in 2021, according to

solutions that are now convergent. This can be a challenging issue, and major hotel chains frequently deal with their own technical difficulties. The majority of contemporary hotel platforms provide a variety of fascinating features and chances. However, the hotel property cannot really benefit from the new technology's enhanced capabilities without the ability to interact with some of the hotel's old software. An advanced property management system is the foundation of how hotels, especially big hotel chains, operate ( Jawabreh et al., 2022). Hoteliers are unable to use data to effectively improve the guest experience without the ability to seamlessly link various modules and systems into the PMS in real time. Instead of creating a single, comprehensive customer data holistic picture across all touchpoints, this results in the construction of data silos (segmented groupings of data from the hotel's CRM, CRS, POS, social media, etc.). results in This flaw in historical systems is well known, and hotelier consolidation frequently required expensive or expensive improvements. The sheer quantity of technology, data, digital marketing silos, and the requirement to collaborate with several partners on guest acquisition and service initiatives have hoteliers feeling overwhelmed. A normal hotel works with various providers that frequently don't communicate with one another and don't even know one another. One for real estate websites, one for CRM, one for SEO, one for SEM, one for online media, and so on( Legrand et al., 2022). IHG stated that it has a response strategy in place and was evaluating the incident's nature, scope, and impact. The hotel stayed open in spite of the outage, according to the firm, which has retained outside investigators to look into the event and is already alerting regulators. In the context of increased geopolitical tensions following the invasion of the United States, it occurs as suitable defences against cyberattacks, notably against Western financial institutions, are under close inspection. Management of supply chain and inventory Given that it touches on numerous aspects of the business process, using logistics in the hospitality supply chain presents a number of difficulties. The quantity of variables to track and regulate, inventory levels, the kinds of vendors needed, and revenue that is thought of as complex variables all affect how complicated logistics and supply chain management practises are. Orders are occasionally dispatched inconsistently ( Morosan and Bowen, 2022). For instance, several businesses have used wave planning software where orders are allocated waves and then picked at the same time in order to simplify order picking and lower shipping costs. Wave planning solutions have increased picking effectiveness and workflow as a whole. With an emphasis on how each step in the chain impacts the others, complexity is also

apparent in the relationships between inventory management, picking orders, and warehousing. The lack of expertise among hospitality professionals in various logistics and supply chain tasks is another factor contributing to the lack of use of logistics and supply chain management in the hotel sector. The project, execution, and administration of cross- functional logistics and supply chain solutions can be done by hotel managers ( Pholphirul et al., 2022). This can be done internally or in the areas of supplier relationship customisation, production customization, and service customization. Supply chain management and logistics are not used by hotel enterprises. This is because managers neglect important topics like lean and green supply chain practises in favour of merely using their functional abilities for inventory and procurement tasks (Fedele, undated). To comprehend the difficulties posed by everyday issues, managers must work at an operational level and become subject matter experts. There aren't enough qualified people in the hotel sector who have the managerial abilities to plan initiatives involving both internal and external partners. Evaluation and establishment of solutions, as well as the implementation of changes internally and among supply chain partners, are crucial for hotel managers with experience in this complicated and competitive industry. This guarantees effective initiative integration ( Shukla et al., 2022). Project management, communication, and problem-solving are additional crucial abilities. The issues of technology selection, execution, and implementation through interactions with numerous systems, including as purchasing, inventory, and warehousing, are not well understood by managers since they lack technical aptitude. The fact that supply chain management and logistics are only used as operational management tools in the hospitality sector may be another factor contributing to their underutilization. Effective and efficient supply chain management methods are still essential in sectors like the automobile, manufacturing, and retail in today's dynamic business climate. However, the service sector can also use the tactic. To assist hospitality organizations like Hilton and Starwood Hotels manage and optimize their logistics and supply chains and cut costs, Holiday Inn streamline logistics and supply chain strategies and operations in the purchasing area( Wang et al., 2022). The logistics and supply chain practices can be expensive and time-consuming in the fast- paced hospitality business. The dynamic nature of supply chain management and logistics makes implementation difficult and fraught with issues. Section 4- Recommendations Holiday Inn is one of the businesses that could use some business improvement. As one of the biggest hotel chains in the world, it's crucial to keep things moving in the travel and

recognition as a result of excellent marketing. Over 100 million visitors every year show consumer satisfaction thanks to a parent company that has a variety of hotel options. Holiday Inn can see that Holiday Inn has the potential to expand its clientele, and Holiday Inn think that effective planning will enable the hotel to work with additional global hotel brands. IHG accumulates their promotion campaign Finally, IHG combines advertising strategies that include sponsorships, TV shows, promos, and advertisements. Researcher could easily understand why Holiday Inn, one of IHG's brands, continues to rank first in consumer perception based on the aforementioned information. However, there are ups and downs in every business. As a result, Holiday Inn is impacted by the COVID-19 pandemic and a shortage of customers. IHG should also think about making enhancements like adding additional branches to Malaysia, stepping up advertising, and coming up with sensible pricing plans. Section 5-Conclusion Last but not least, IHG employs the aforementioned marketing mix to make sure that its brands endure in the marketplace. Since launching this service, Holiday Inn have provided a range of accommodation types at varying price points. In conclusion, Holiday Inn is a hotel that offers the greatest customer service, and its hotels have numerous appealing advantages and unique characteristics that may entice more guests to stay there while on vacation.

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