Contemporary Hospitality Management

8/10/2019 Contemporary Hospitality Management

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Contemporary Hospitality Management

ContemporaryHospitalityIndustry1st Assignment.

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Acknowledgement

I would like to show my deepest and sincere appreciation to the management of Ecole

Htelire Sir Gatan Duval for giving me the opportunity to e in H!D" class#

I would like to thank my tutor $iss %aroline Ho Shun for helping me out in the

%ontemporary Hospitality $anagement class# Her notes and input have helped me

tremendously in the making of this first assignment on the Hospitality module#

I would also like to thank $r &atrick' the owner and director of Delices de $aheourg (td

and who is also the owner of %he) &atrick *estaurant' for giving me the permission to use his

organisation# I would like to thank him very much for his non reluctant help and for givingme out all the information I needed for my assignment#

I would also like to thank all my colleagues' my friends and my parents for all the help and

support that they have provided me during the making of this assignment#

1cole H!teli"re #ir $a%tan &uval


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'a(le o) ContentsIntroduction...................................................................................................................1

1* Analyse t+e current +ospitality industry (y investigating t+e si,e- type o)

owners+ip in place in your selected organisation as well as t+e level o) service and

t+e diversity o) products- in Mauritius 1.1*. /ou s+ould produce evidence t+at links to

t+e )acilities products and services oered as well as assess t+eir eectiveness in

)ostering t+e level o) service and e2ceeding t+e needs and e2pectations o) t+eir

customers.....................................................................................................................3

Hospitality Industry in Mauritius................................................................................3

'ravel and 'ourism.....................................................................................................4

I5'5A'I5A 'A9.........................................................................................4

':I#M.................................................................................................................6

odging;Accommodation........................................................................................A@ >F@#

2he numer of e6cursionists arriving and leaving on the same day rose y @#>B to

"> "?#

In the "st3uarter of >?"C' "? cruise ships arrived in the country and carried some " "C

cruise travellers made up of " A"@ tourists' F A@ e6cursionists and 8 > crew memers#



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!e"artures in 1stQuarter 201

%ompared to "st=uarter >?"@'

2otal departures increased y C#?B to @C A#

Departures of $auritian residents increased y >#B to 8F "A#

In the first 3uarter of >?"C' the main countries of final destination or transit country for

$auritian residents were /nited +ra Emirates /+E "" ?A or "#B' *eunion Island

FC@ or "8#"B' 7rance 8?F or ">#B' *epulic of South +frica A F8A or ""#B' India 8

FF> or "?#"B and /nited ingdom C "C or #?B#

6igure 1 7auritian departures by main country of disembarkation( 1st)uarter *+1, and 1st )uarter *+1-

cole H!teli"re #ir $a%tan &uval


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':I#M

6igure * . change in main tourism indicators( 1st )uarter *+1- compared to1st quarter *+1,

Tourist /rrivals



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%ompared to "st=uarter >?"@' the numer of tourist arrivals decreased y > 8C8 or "#?B to

>A@ >F@ in "st=uarter >?"C as a result of main changes shown elow#

6igure , 7ain changes in tourists8 arrivals by selected country of residence(1st )uarter *+1, to 1st )uarter *+1-

In spite of decreases registered from 7rance and *eunion' these two countries remained the

two top tourist generating countries and they respectively contriuted >#8B and "8#"B of all

tourist arrivals in "st3uarter >?"C#

6igure - Tourist /rrivals from main and emerging markets( 1st )uarter *+1,and *+1-



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Tourist arrivals in 7auritius compared to selected tourist

destinations

During the "st=uarter >?"C' $auritius registered a decrease of "#?B in tourist arrivals while

$aldives and Sri (anka registered high growths of F#?B and >C#B respectively# Seychelles'

on the other hand' e6perienced a decline of >#B#

6igure 0 Tourist /rrival for 7auritius( 7aldives( #hri Lanka and #eychelles(1st )uarter *+1, and *+1-

Tourist 9ights%ompared to "st=uarter >?"@'

2he numer of nights spent y tourists increased y "#B from > >> ??? to > 8

???#

2he average length of stay y tourists increased from "?#C nights to "?# nights#

Tourism :arnings

2he ,ank of $auritius has recorded that the gross tourism earnings has decreased y C#8B

from *s"> ?AC million in the first 3uarter of >?"@ to *s"" 8"A million in the first 3uarter of



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>?"C# 2ourism earnings per tourist therefore dropped from *sC8 @" to *sC@ @#

:mployment

2he survey of employment and earnings has recorded data related to employment in hotels'

restaurants' and travel and tourisms estalishments with "? or more workers# (atest availale

data for $arch >?"@ indicate that employment in these estalishments decreased marginally

y ?#"B to > @8A#

odging;Accommodation

+ccommodation in the hospitality industry includes hotels' ungalows' guest house' and

villas and so on# Hotels are usually rated from " star to 8 stars in $auritius depending on

their si)e' type of ownership and level of service# Small and medium hotels are usually rated

as from " to @ stars' for e6ample Gold %rest hotel# C to 8 stars hotels are the one that provide

a etter level of service and they can e locally or internationally recogni)ed# + local group of

hotels in $auritius is ,eachcomer and an e6ample of an international hotel which is set up

in $auritius is Sofitel +%%-* group#

$ost of the hotels in $auritius provide a diversity of products and services to their guests

depending on their ratings' si)e' trends and management style# $any types of services that

are offered to guests in hotels specially are restaurants' ars' spa' information desk' itinerary

services for e6cursionist and the list goes on depending on the demand of guests#

+s recorded at the end of $arch >?"C' there were a total of ""C licensed hotels on the island

ut only "?F were in operation whilst 8 of them were doing renovation works and was closedtemporarily# 2he room capacity of the "?F hotels was "> A8@ with >8 A8> ed places#

During the first 3uarter of >?"C'

2he room occupancy rate of all licensed hotels in operation averaged AB' up

from A8B in the first 3uarter of year >?"@#

2he ed occupancy rate was A?B higher than 8B in the first 3uarter of year

>?"@#

?"@#

+ccording to the ,-$ ,ank of $auritius' tourism sector earnings for the year >?"C will e

around *sCC 8?? million JF#B compared to *sC? 88 million in year >?"@#

C+aracteristic o) #ervices in t+e Hospitality Industry

It has to e noted that all the different segments of the hospitality industry provide products

and services to its guests# 2here are various differences etween services and goods as they

have different characteristic such as5

intangiility

heterogeneity

perishaility

inseparaility

Intangibility and Tangibility

+s services cannot e touched' seen' smelled' tasted or heard' hence they are called intangile

in nature# It has to e noted that a service can e e6perienced only# + good e6ample of such a

service in the hospitality industry is ca services where a customer use the service of a ca

driver to move around from one place to another ut it hardly means the customer is uying

any product# +nother simple e6ample of an intangile product is the service of a doctor#

In some cases we have to note that there is oth tangile and intangile products# 7or

e6ample in a restaurant' they provide food that is prepared and then served to the customers#

Hence the food is the tangile product whilst serving the food is seen as an intangile product

or service#

Heterogeneity

Services are seen as heterogeneity as they usually differ from one service performer to

another' sometimes it differs from one organi)ation to another one# Sometimes the same

performer will provide a different service depending on the situations# 7or e6ample in a hotel'

guests make contact with employees every single day and vice versa# 2his leads them to

ehave very differently in every situations#



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2he everyday contact etween guests and employees is sometimes referred to as the $-2'

Kthe moment of truth11# 2he $-2 is simply the critical interaction that takes place etween

oth the customers and the productLservice or employees# 2his communication or interaction

will determine if the customer will e willing to continue their purchase from the service

provider#

!inemeier and &erdue >??8' pg>C0>8 has indicated that every hospitality organi)ations has

M2housands of $oments of 2ruth every dayN which include taking order from guests in

restaurants' the ooking of hotel rooms' asking guest aout their tastes and preferences'

preparing of drinks which are re3uested y guest and so on# So with the help of moment of

truth' there may e advertisement to which !inemeier and &erdue called MOord of mouth

advertisementN#

Perishability

&erishaility is very closely related to the intangiility of product# 7or instance if a hotel

room or an airline seat is not sold and remains vacant for a day or for a night' the opportunity

to sell any it is already gone and there is nothing that a usiness can do aout it' as the room

or the seat are very perishale in nature' hence the term perishaility# In other words' a

service cannot e stored' saved' resold or returned# andampully' >??>

Inseparability

+nother very distinctive character is inseparaility' which means services are inseparale

from the means of production and from the customers1 e6perience# In other words' the service

is consumed in the same place that it is produced# It re3uires that a guests interacts with the

producer to receive its enefits# + very simple e6ample of such a service is a customer

ordering a coffee and then eing served y the employee who prepared it#

evel o) #ervice in t+e Hospitality Industry

2he level of service differs from one organi)ation to one another' one country to another one

and it depends primarily on the needs of clientele and their purchasing power#



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'ypes o) =usiness wners+ip2here are many types of usiness ownership oth in the private and pulic sector# Since

$auritius is a mi6ed economy' usiness are therefore owned y oth the government and the

private sector# I will e talking only aout the private ownerships of usinesses and they areas follows5

" Sole 2rader

> &artnerships

@ &rivate (imited %ompany (td

C &ulic (imited %ompany plc

8 7ranchise

A $ultinational

1# 6eatures of a #ole Trader

P -ne owner only#

P ? to unlimited numer of employees#

,elow are the advantages and disadvantages of a sole trader5

/dvantages !isadvantages

-wn oss /nlimited liaility

2otal control !o one to share decision making

Greater opportunity for fle6ile

working

(ack of specialisation

eep all profits !o continuity of e6istence

Easy to set up . very few legal

re3uirements

2ime offLholidays

(imited financeTable , /dvantages and !isadvantages of a #ole Trader



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*< 6eatures of &artnership

P > 0 >? owners#

P ? to unlimited numer of workers#

P It can consist of a Dormant &artner' that is someone who invests their money in the

usiness ut does not participate in the day to day running of the usiness#

P + Deed of &artnership 0 lays out rules for running and dissolution of the &artnership

e#g# sharing of profits

,elow are the advantages and disadvantages of a partnership5

/dvantages!isadvantages

Shared decision making /nlimited liaility

Increased capital invested !o one to share decision making

Increased specialisation (ack of specialisation

Easy to set up . few legal

re3uirements

!o continuity of e6istence

2ime offLholidays

(imited financeTable - /dvantages and !isadvantages of a &artnership

1Bcole H!teli"re #ir $a%tan &uval


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,< &rivate Limited =ompany >LtdLtd y %hef &atrick and his wife# 2he

restaurant is situated in one of the est touristic places in the south east of $auritius' in

$aheourg# 2he family0owned restaurant speciali)ed in a variety of cuisines and offer a

range of services to its customers# Its elief was to initiate customers to the various dishes of



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the local gastronomy# 2he restaurant eing small' yet is one of the est in $aheourg and it

has played a ma4or role in the hospitality industry since its opening as it was visited y people

from every corner of the island and especially y tourists# 2he restaurant has uilt up its

image and reputation among oth tourists and $auritians ased on its %reole dishes' its fresh

products and especially on its seafood dishes# -ver the years' the restaurant has ecome

hugely popular for its creative and evolutionary menu and for its friendly atmosphere# 2heir

motto is KThe satisfaction of our customers are our only motivation.

2o simplify all the information gathered on %he) &atrick *esto' it can e found in the tale

elow5

?pened 1B Marc+ 1B0 D 1>00- 17>B0 D 33>00

#pecialities unc+

&inner

Coee

&rinks

/ttire Casual

#ervices 'akes (ookingsKalkDins welcome

$ood )or groups or parties$ood )or c+ildren

'akeawayCatering

'a(le service=ar service alco+olic and nonDalco+olic drinks- +ot (everage and

in)usion*

#pecial ?ackage Menu 9alentine day*

=ulinary

team

?atrick- liver and one additional cook.

@eneral ?atrick Moutou

1abcegikmo?"" Hospitality Industry Wikipedia, The Free Encyclopedia' +vailale fromThttp5LLen#wikipedia#orgLwikiLHospitalityU +ccessed Date5 8th +ugust' >?"C

&atrick *estaurant >?"@ he! "atrick Resto +vailale at5Thttp5LLwww#patrickresto#comLU

+ccessed Date58th+ugust' >?"C

-nline article' nd #r$ani!ational %tructure +vailale at5

Thttp5LLwww#usinessdictionary#comLdefinitionLorgani)ational0

structure#htmlVi6))@+%@I"fSU +ccessed Date5 Fth +ugust' >?"C

-nline article' nd #r$anic %tructure+vailale from

Thttp5LLwww#usinessdictionary#comLdefinitionLorganic0organi)ation#htmlU +ccessed Date5

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-nline article' ndFunctional %tructureavailale from T

http5LLwww#usinessdictionary#comLdefinitionLfunctional0organi)ation#html U +ccessed Date5

Fth +ugust' >?"C

-nline article' nd&iisional %tructureavailale from T

http5LLwww#usinessdictionary#comLdefinitionLdivisional0structure#htmlU +ccessed Date5 Fth

+ugust' >?"C

Shawn Grimsley' nd #r$anic %tructureavailale from T http5LLeducation0

portal#comLacademyLlessonLorganic0organi)ational0structure0definition0e6amples0

3ui)#htmlVlessonU +ccessed Date5 Fth +ugust' >?"C

>?">AHRIM+vailale5 http5LLwww#mauritiustourism#orgLenLl0associationLaout0us#html#

(ast accessed 8th +ug >?"C# +ccessed Date5 8th +ugust' >?"C

+uthor >?"CRepublic of Mauritius Portal +vailale at5

http5LLwww#mauritiustourism#orgLenLl0associationLaout0us#html+ccessed Date5 8th +ugust'

>?"C

+uthor >?"CRepublic of Mauritius Portal +vailale at5

http5LLwww#mauritiustourism#orgLenLl0associationLaout0us#html+ccessed Date5 8th +ugust'

>?"C

6?"C

+non# >?"CDiscover Mauritius +vailale at5

http5LLwww#mauritius#netLgeneralXinfoLahrim#php +ccessed Date5 8th +ugust' >?"C

andampully' < >??>' %erices (ana$e(ent' &earson education' !ew 4ersey#

!inemeier' < W &erdue' < >??8'Hospitality operations' &earson Education' !ew

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Contemporary Hospitality Management