Category Archives: Sector: Hospitality & Tourism

Gaucho… Oucho!

The Gaucho chain of restaurants has gone into administration.  Already this year other restaurant chains have announced closures – Jamie’s Italian, Prezzo and Byrons.  This has been put down to “consumers changing the spending habits”. Source: https://www.bbc.co.uk/news/business-44870789 But let’s look at … Continue reading

Posted in Chap 14 Operations strategy, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Subway’s redesign of their servicescape

The new look Subway – refurbishment started a year ago, and will go global.

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , | Leave a comment

The only trend in design is be different to the last design

My headline is somewhat cynical.  It arise from looking at an interesting fastcodesign.com article about a new hotel – Sister City – planned for New York next year.  It is a “minimalist micro-hotel concept” apparently.  Or in common parlance an upmarket … Continue reading

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged | Leave a comment

Waiter! I’d like my Big Mac medium rare please

I ended my last blog by mentioning that McDonalds UK was offering table service from February this year and right now is running an advertising campaign about it.  I cannot let this pass with just a mention, it deserves a … Continue reading

Posted in Chap 03 Processes and life cycles, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

“Science-based” revenue management

Interesting blog that explains how revenue management systems have changed over time.  It is clearly promoting Rainmaker’s own approach to RM, but even so it provides good insights into how analytics can provide a more sophisticated approach to pricing and … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Hospitality & Tourism, Sector: Retail | Tagged , | Leave a comment

How the IoT and AI can turn facilities management from a bug into a butterfly

Facilities management tends to be thought of as dull, unglamorous, and a chore, whereas the Internet of Things (IoT) and artificial intelligence (AI) are trendy, forward-looking, and exciting.  So you might think that never the twain shall meet – but … Continue reading

Posted in Chap 04 Location and design, Sector: Construction, Sector: Hospitality & Tourism, Sector: Retail | Tagged , , , | Leave a comment

Everything you wanted to know about coffee but never dared to ask – almost

This report on the BBC News website has five charts that tell you everything you need to know about coffee, namely: The top 10 coffee producing countries (Brazil is No. 1 of course). Which country drinks the most (very much … Continue reading

Posted in Chap 01 Introduction, Sector: Agriculture & Food, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Nudge, nudge, wink, wink – How McD promotes sales

As we explain in our book, we have known for some time that the servicescape, i.e. the physical environment in a service operation, can influence customer perceptions and behaviours.  This MarketWatch article provides another insight into how an understanding of behavioural … Continue reading

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Glamping is morphing into a pop-up five star luxury hotel experience

There is a growing market for bespoke holidays, in pop-up accommodation with all the facilities and aesthetics of a five star luxury hotel.  A market leader in this sector is Amazing Escapes.  Each year they create 3 or 4 “pop-up … Continue reading

Posted in Chap 01 Introduction, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Starbucks customers are much appier now….

Yesterday’s blog focused on the idea that you do not start with the technology, you start with what it can do for your order winners…. So it is almost unbelievable that Starbucks introduced an app that enabled off-site ordering without … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , , , , , | 1 Comment