Category Archives: Sector: Hospitality & Tourism

Robots in hotels

This six minute video shows how Sheraton have deployed three different kinds of customer service robot in their new West Coast property.  However… The presenter is highly enthusiastic about the adoption of this technology, but I have a number issues … Continue reading

Posted in Chap 08 Service Encounter, Sector: Hospitality & Tourism | Tagged , , | 1 Comment

Overnight hotel buses

These are not buses that take you to and from a hotel.  They are coaches designed to provide a good night’s sleep whilst travelling between major cities.  There are two archetypes of this concept. The first is Japan’s Dream Sleeper … Continue reading

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

Technology trends in the restaurant sector

Interesting article in The Restaurant Times which identifies technologies to look out for in 2020.  These are the trends along with operators who have adopted them: Voice technology – either in-house or via an app (KFC and Pizza Hut) Digital … Continue reading

Posted in Chap 10 Workforce and technology, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Why Uber and Airbnb have same business model but different operating models

There’s an article on  bloomberg.com about how the European Court of Justice (ECJ) has made two rulings.  In 2017 it ruled that Uber was a taxi company (not a tech company).  Whereas  just a few days ago, the ECJ ruled that … Continue reading

Posted in Chap 12 Operations strategy, Sector: Hospitality & Tourism, Sector: Transportation | Tagged , | Leave a comment

You have to nudge people in the right direction…

This short video illustrates how incentivising people to use their own coffer cup, rather than a plastic/paper one, has a limited effect.  But cutting the price of coffee and getting them to pay extra for the cup does… of course!

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Operations Management and Human Resources

I have just been proof reading the chapter on ‘Managing the Workforce and Technology’ in the second edition of our book. Coincidently I came across this article by James Mabey, who is “Chief International Business Officer and Managing Director of … Continue reading

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

Saudi Arabia’s Instagram influence operation

We blogged about instatourism a few days ago, only to come across this specific example yesterday.  Businessinsider.com has this story about 12 influencers being given all-expenses-paid trips to Saudi Arabia in order to promote tourism.  Visitation has significantly declined in … Continue reading

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

Instatourism

Instagram now has 1 billion monthly active users.  And it has become hugely influential in determining where tourists go on holiday.  Recognising this, the industry has employed “influencers” in order to stimulate demand.  In addition, there are freelance influencers, often … Continue reading

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

NPD in a restaurant chain

This short interview with the Head of Food Development at Las Iguanas restaurants on The Hub website gives a good insight into research and development in a restaurant chain.  If you are not familiar with the chain they have their … Continue reading

Posted in Chap 12 Operations strategy, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

The Texas Whataburger mouse

As the video showing a mouse jump into a deep fat fryer in a Whataburger restaurant in Texas has gone viral, I expect you’ve already seen it, so I am not going to post it here.  But it is a … Continue reading

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