Category Archives: Sector: Hospitality & Tourism

Facebook marketing for hotels

This is a blog about operations management – not marketing.  But in services the line between these two disciplines is blurred.  This is especially so in this era of the internet, social media and disintermediation.  So I have problem sharing … Continue reading

Posted in Chap 05 Supply chain, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Operations Insights from Purple Cubed

Purple Cubed are an “employee engagement” and “talent management” consulting firm, with clients operating “people centric” businesses, especially in the hospitality industry.  Their consulting services are underpinned by their ‘Talent Toolbox’ which digitises “critical people processes like talent reviews, goal … Continue reading

Posted in Chap 11 Jobs and people, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

From shopping mall to urban social hub

Interesting article by Natasha Stokes published this week.  It looks at how shopping centres/malls are changing, especially with regards the provision of other kinds of service operations such as restaurants, hotels, and cinemas.  The old style shopping mall had a … Continue reading

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

Customisation in air travel from Airbus

Airbus A3 Transpose is what air travel might be like in the future…

Posted in Chap 12 New products and services, Sector: Hospitality & Tourism | Tagged , | Leave a comment

How independents can compete with chains using newly developed web-based services

Interesting piece on the hotelowner.co.uk website explaining how independent operators can take advantage of some startups that will facilitate their business.  The five they list are as follows: Hotelchamp – this is software that is designed to optimise the effectiveness … Continue reading

Posted in Chap 05 Supply chain, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Operations Insight: Whitbread Sustainability Report 2016/17

Whitbread PLC operates the Premier Inn hotel chain, Costa Coffee outlets, and a number of restaurant brands on nearly 5,000 sites across the U.K, employing around 50,000 people.  It is also expanding into international markets.  The company has recently released … Continue reading

Posted in Chap 17 Internationalisation and CSR, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Adapting the in-house food experience for modern work practices

I’ve not blogged much about contract foodservice, but an article in July‘s EP Magazine (page 29) caught my eye.  Adrian Evans, Sodexo’s Transformation Director, is talking about how market research is applied to workplace restaurants.  This highlights one of the key issues relating … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , , , , | Leave a comment

Blockchain is a ‘disruptive innovation’ that will transform business

It is very clear that Blockchain will be a disruptive technology – that is to say it will significantly change the way in which operations are managed in the future.  In particular it will modify supply chains and distribution networks, … Continue reading

Posted in Chap 05 Supply chain, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Social media and customer service

I do not often do this, but this blog is about another aspect of Wyndham Hotels’ approach to customer service, from the same Forbes story posted yesterday.  It’s worth separating out from yesterday’s blog because it deals with a very … Continue reading

Posted in Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment

No brainer – customer service starts with the CEO

I love this Forbes story about Geoff Ballotti, CEO of Wyndham Hotels.  First, it emphasises something that is at the core of successful operations management – aligning the organisational culture with the strategic goals of the firm – and the … Continue reading

Posted in Chap 08 Queuing and customers, Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment