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service management operations strategy

Operations Management In The Travel Industry 2nd Edition Crispin Dale - Solutions

2. Present the strategic position of the travel business that you have selected, and determine what the strategic direction of the organization should be. How can the firm establish a competitive advantage?
3. How should the travel business go about implementing these strategies? What impact will they have on the operations of the business?
Think of the last time you were delayed at a travel facility and consider how the‘experience’ was managed by the venue. Were you catered for? Did you feel neglected?What would have helped the situation? The example of Pittsburgh International Airport (see plan below) with its innovative
1. Explain and discuss the new operational safety guidelines that have been introduced by the Cruise Lines International Association following the Costa Concordia disaster. Since 1980, the cruise industry has experienced an average annual passenger growth rate of approximately 7.4% per annum. By
2. If employment rights, decent wages, fair contracts and safe working conditions are included in the Human Rights Agenda, are cruise companies ignoring their corporate social responsibility? Discuss. Since 1980, the cruise industry has experienced an average annual passenger growth rate of
1. English Heritage put the problems down to teething problems, do you agree? The largest construction project Stonehenge has seen for several millennia has been completed with the opening of the prestigious new visitor centre. However, visitors to the new £27 million visitor centre have
2. What could have been done to improve the planning and operational arrangements at Stonehenge? The largest construction project Stonehenge has seen for several millennia has been completed with the opening of the prestigious new visitor centre. However, visitors to the new £27 million visitor
1. Think of an occasion when you have utilized one of these capacity management techniques. Was the experience satisfactory, did you detect any ‘lowering’ of standards/expectations of service quality?
2. Think of a time when you have endured a long delay at an airport. How did the staff cope? Did you feel that it was handled well? Were you regularly informed of the situation?
Perform a Delphi exercise on any travel industry-based subject.
ABC flights have 300 seats available with seat price at a maximum of £200 per seat. On this particular trip, ABC sold 220 seats with the average ticket price of £160. Calculate the YM%.
1. What are the negative effects of revenue or yield management on customer relations? easyJet has successfully adopted the use of revenue management. It came into existence in November 1995 and was known for low cost and easy service access. The easyJet slogan is ‘making flying as affordable as
2. Does revenue management always lead to profit maximization? easyJet has successfully adopted the use of revenue management. It came into existence in November 1995 and was known for low cost and easy service access. The easyJet slogan is ‘making flying as affordable as a pair of jeans’.
1. Using the frameworks in this chapter as a basis, create a diagrammatic representation of the service-process for an organization within the travel sector. How is your diagram different from the generic one included here?
2. Using relevant examples, explain how operations management has an impact upon customer care, with relevant examples.
3. Consider three factors that may have an impact on the demand for travel services.
4. Give two examples, one quantitative and one qualitative, of forecasting techniques utilized within the travel industry.
5. How often should risk assessments be reviewed? What systems exist in your workplace to manage risk? Are these systems sufficient or can you recommend improvements?
1. How are industry Award Schemes, such as these, beneficial to organizations within the travel sector? The Annual UK Coach Awards offer includes a category for marketing activity in both large and small operator categories. The small operator winner in 2014 was Johnsons Coaches. The company was
2. Discuss the key issues for small passenger transport businesses trying to compete with transport businesses owned by large multinational companies such as Transdev(who own and operate bus and coach services globally). The Annual UK Coach Awards offer includes a category for marketing activity in
1. How else can destinations use the tools provided by Google Earth to engage online users with their destinations? The official Cayman Islands Department of Tourism promotes Google Earth on its Destination marketing website (www.caymanislands.co.uk) to encourage potential tourists to view the many
2. How can Google Earth become a part of the marketing strategy for these destinations? The official Cayman Islands Department of Tourism promotes Google Earth on its Destination marketing website (www.caymanislands.co.uk) to encourage potential tourists to view the many islands and tourist sites
1. How should Thomas Cook have responded to the online campaign? What could it have done differently?
2. What has been the long-term impact on Thomas Cook’s reputation? Has the company seen a drop in demand for its products and services?
3. How can a travel organization protect itself against online consumer campaigning?
1. Compare and contrast the way that two different train operators market their premium(first class) services to consumers.
2. Consider the issues involved in marketing bus services as a sustainable transport option for travellers.
3. Design a website for a specialist tour operator (you can choose the niche market they will operate in).
4. Analyse the social media and online reputation management of a transport provider of your choice.
5. Destination management organizations (DMOs) play a key role in promoting destinations that tourists will travel to. Using a DMO of your choice, evaluate how effectively its marketing efforts are delivered.
2. Which of the methods in Table 5.2. have you experienced? What would you consider to be the advantages and disadvantages of each? Table 5.2. Selection methods and interviews. Potential selection methods (Un)structured interviews Work sampling Assessment centres (observed) Desk exercise (letter
1. Before moving on, practise the ratio analyses already introduced to you by applying the following ratios to your organization’s financial accounts: Gross profit margin (GPM) or Gross profit % = (Total sales-Cost of sales), x 100 Total sales Cost of sales margin = Cost of sales 100 or Total
3. Why should an individual in travel operation be emotionally aware?
2. Considering the major features of planning, how does planning aid career development?
1. Which of Belbin’s nine team roles most closely relate to the areas of thought which come under de Bono’s six thinking hats? How does knowing your team role(s) help you to develop your critical thinking?
Use de Bono’s six hats to consider the layout of a CV. Discuss the experience of using this technique with your peer group. Was their experience similar to yours?
Using the skills checklist given in Table Table 11.2, attempt to evaluate your current position within employment. Tick the boxes that are appropriate to you, and consider how you can show evidence of these abilities.
Find an advert for a position that you aspire to. Read the advertisement and job description. Write an application letter for that job, referring to the skills self-audit that you will undertake later on in this chapter and rewrite your CV to accompany it.
2. How does your own CV stand up to scrutiny? Imagine that you are recruiting Assistant Chalet staff for your company’s operations at a ski resort in France. Your job advertisement asked prospective candidates to send their CV for consideration. Your company does not use application forms. The
1. Is it easy to see whether this is a suitable applicant? How readily can you spot the information you need? How can this CV be improved?After answering this question please turn to the end of the case study for some hints. Imagine that you are recruiting Assistant Chalet staff for your
3. What do you think travel operations will look like at the beginning of the 22nd Century?What do you foresee as the biggest changes?
2. Produce a timeline of significant crises for a travel sector of your choice and consider how lessons have been learnt from each crisis.
1. Select a travel sector, e.g. accommodation or airlines, and identify the organizations which are leading the way in CSR.
4. The ‘living wage’ is based on the amount an individual needs to earn to cover the basic costs of living. In the UK, it is promoted by the Living Wage Foundation(www.livingwage.org.uk/) and has received widespread political but limited employer support. At the time of writing, in the UK it is
3. Changes in consumer demands affect organizations. In particular, the move away from mass tourism products towards more individually tailored niche products requires a new set of skills and knowledge from employees within the travel industry. Furthermore, consumers have become more critical
2. Given the international orientation of the industry and the emergence of new markets, diversity is potentially a key issue for travel businesses. What are the advantages and challenges of managing a diverse workforce?
1. While jobs in travel and tourism have sometimes been portrayed in a negative light in some economies, in others they are seen much more positively. Discuss this statement, and try to find supporting evidence to support your arguments. What are the implications of this discussion for emerging
What are the benefits and challenges of providing intergenerational holidays? Yeoman (2012) acknowledges a change in both populations and demographics over the next 50 years. While the population of the more developed countries is forecast to remain fairly stable and that of the least developed to
3. ‘Deal-of-the-day’ websites such as Groupon are proving attractive to travellers, but do they benefit the travel industry? In a 2014 survey based on the experiences of almost 6000 people of stays in small and large hotel chains by the UK consumer champion ‘Which?’, the budget hotel chain
2. Develop your own set of criteria which can be used to evaluate travel industry operations. How different would it be from the seven-point plan referred to here? In a 2014 survey based on the experiences of almost 6000 people of stays in small and large hotel chains by the UK consumer champion
1. Using the seven-point criteria just presented above, critically evaluate the Premier Inn operation. In a 2014 survey based on the experiences of almost 6000 people of stays in small and large hotel chains by the UK consumer champion ‘Which?’, the budget hotel chain Premier Inn ranked second
2. What are the advantages and challenges of this kind of initiative for the travel industry? According to the Chinese National Tourism Administration (CNTA), 97 million Chinese citizens travelled overseas in 2013, which represented a 14 million increase on 2012.Although the stereotypical image of
1. Think about different travel sectors – such as destinations, attractions, accommodation and food and beverage – and consider the various challenges and solutions for acknowledging visitors from emerging overseas markets within their operations. According to the Chinese National Tourism
Evaluate the crisis management opportunities for cruise operators in addressing outbreaks of illness on board ships. How can consumer confidence be maintained? The cruise industry continues to experience rapid growth, with the Cruise Lines International Association (CLIA) estimating that over 21
2. This case study refers to Tweets that were made. Assess the importance of social media and the challenges of using it as a crisis management tool.When storms battered the UK’s Devon coastline on 4–5 February and again on 14–15 February 2014, they caused a 100 m section of sea wall to
1. Identify other examples where weather has had an adverse effect on transport infrastructure. Critically evaluate the effectiveness of the response to the crisis.When storms battered the UK’s Devon coastline on 4–5 February and again on 14–15 February 2014, they caused a 100 m section of
2. What are the potential and actual effects for travel organizations arising from this crisis? How are and/or can organizations modify their ‘inputs’ and ‘throughputs’ to minimize negative outcomes from the crises and for each other? Can these interventions be regarded as effective?(Tip:
1. How would you classify this type of crisis? March 2014 saw the start of the largest and, it is claimed, the most aggressive outbreak of Ebola in history. There have been more cases (13,000) and deaths (5000) in this one outbreak than in all previous outbreaks of the disease combined. The three
3. How predictable was this crisis and could plans have been developed to minimize its effects? The airline industry is an integral part of the travel industry, carrying millions of passengers across the world every day of the year. It is a multimillion pound business and relies heavily, like most
2. What are the outputs arising from such a crisis? Think widely about this. Are they all negative? The airline industry is an integral part of the travel industry, carrying millions of passengers across the world every day of the year. It is a multimillion pound business and relies heavily, like
1. How would you classify this type of crisis? From an operational perspective, does this classification mean anything? What would a better approach to its classification be? The airline industry is an integral part of the travel industry, carrying millions of passengers across the world every day
2. Based on the different crises facing travel organizations, suggest how these can be grouped or categorized so that they might be more easily recognized and subsequently managed.
1. Think of different recent crisis situations faced by the travel industry and consider how they compare with/differ from each other in terms of:• their likelihood of occurring;• their effects on different tourism operations;• their effects on different sectors, e.g. transport,
2. While working as a resort representative, you are accompanying a group to a very important historical site. How would you ensure that their visit has a low impact at the site?
1. In Chapter 8, look at the last question on the case study of the Sani Pass in Lesotho, and consider it from perspectives of the locals and the tourists. What are the sociocultural impacts? How do you see the host–guest relationship evolve in the case of future tourism development?
2. The festival has different meanings to the visitors and to the locals – what do you think these meanings are? What are the key differences? Could you consider any potential conflicts? Golab, or rose water, is scented water made from a very sweet-smelling kind of rose petals. It has a
1. Consider the concept of authenticity as applied to the festival – how authentic is it?How would you apply ‘staged authenticity’ here? Golab, or rose water, is scented water made from a very sweet-smelling kind of rose petals. It has a distinctive flavour and is frequently used in Iranian
3. Should this museum have been sited near to the sea? Understanding the visitor experience at museums and at any other visitor destination is crucial to operations management activities that engage with these organizations. Most tourists have memories of being bored at museum visits at some time,
2. Why would travel operations managers consider museum visitor experience to be important? Understanding the visitor experience at museums and at any other visitor destination is crucial to operations management activities that engage with these organizations. Most tourists have memories of being
1. What would you consider to be your own best experience at a museum and why was this the case? Understanding the visitor experience at museums and at any other visitor destination is crucial to operations management activities that engage with these organizations. Most tourists have memories of
Think about your experience as a guest in a commercial home – what were the factors that influenced your experience?
Think about the attractions and activities of your last holiday – was it predominantly a romantic or a collective gaze that influenced your experience?
3. Looking at your answers to the first two questions, what are the implications for travel industry managers who are dealing with these differing groups of tourists?
2. Compare the type of holidays that your grandparents have taken to the ones your parents and yourself have taken – what are the key differences?
1. Ask your friends and family why they decided to go on their last holiday – can you match their responses with any of the motivators and typologies above?
2. To what extent do ‘all inclusive’ resorts exacerbate this cycle? Stage 1. Communities build small properties for local tourism. Residential properties are upgraded and converted into small hotels and lodges, earning revenue for local residents.This is very much the honeymoon phase of the
1. Responsible travel operations managers should ensure that their companies are sustainable, and do not have a negative impact on their host environments. How can a travel operations company avoid being part of the ‘boom and bust’ vicious circle exemplified by Pederson’s Classic Community
2. How could the travel operations team present the case to tourists that will discourage them from climbing the rock? Uluru, formerly known as Ayers Rock, is an example of the increasing consideration being given to both the culture and rights of indigenous populations by a government that is
1. Should visitors to the park have the right to choose whether to climb? Uluru, formerly known as Ayers Rock, is an example of the increasing consideration being given to both the culture and rights of indigenous populations by a government that is largely based upon the culture of a colonial
2. Investigate a large transport company (e.g. a coach operator, airline, train network) – how are they addressing sustainability?
1. Consider either your home town or your last holiday destination as a case study –investigate the impacts tourism may have and categorize them into economic, environmental and sociocultural. What are the negative and positive impacts? What is done to minimize the negative impacts, or to enhance
How would you convince your line manager that demarketing would in fact be a feasible option for your company?
Check a company, such as TUI or BA – what is their involvement in sustainable tourism initiatives? How much do they do to follow, and to what extent do they follow, the guidelines/underlying philosophy of CSR as outlined above? Although now a part of United Airlines, following a merger in 2012,
What other examples of this type of innovative project exist? What are the components of management that make a project like this so successful? Andaman Discoveries (AD) supports tsunami-affected communities along the Andaman coast of Thailand through community-based tourism (CBT) development, with
4. There have been discussions of not allowing any cars on the beach – consider the implications for the tourist, the restaurant owners, the local businesses in town, the local council, the residents and the national park authority. St Peter-Ording is a small coastal town in the north of Germany
3. The car park is a fenced-off area; however, what problems do you see with it being right next to the environmentally sensitive area? St Peter-Ording is a small coastal town in the north of Germany with 4000 inhabitants, and an additional 3000 second-home owners and up to 25,000 tourists during
2. How is zoning implemented in this town, both temporal and spatial? Can you detect any ‘honeypots’? St Peter-Ording is a small coastal town in the north of Germany with 4000 inhabitants, and an additional 3000 second-home owners and up to 25,000 tourists during the summer months. The key
1. What impacts can you identify? To what extent do the impacts differ depending on the activity – sports? cars? events? St Peter-Ording is a small coastal town in the north of Germany with 4000 inhabitants, and an additional 3000 second-home owners and up to 25,000 tourists during the summer
Check out your local government’s website – is there an LA21 in place? How does it work? How is sustainable development incorporated here and how is it applied to tourism?
Investigate the Internet for articles on the tourism tax that was introduced in the Balearic Islands in Spain – what were the discussions surrounding this previous to its implementation? How successful was this project?
How can concepts such as the ‘servicescape’ and the ‘visitor journey’ be useful to businesses such as BAOBAB Travel in terms of providing sustainable experiences? BAOBAB Travel Ltd is a Cape Town (formerly UK)-based specialist ecotour operator, born out of a combination of a love of Africa
2. Debate the benefits of HS1 – what are the key issues for HS2? Chapter 6 discusses three London stations, and the major regeneration at St Pancras Station, which was part of the multibillion pound High Speed 1 (HS1) project. This is not Britain’s only high-speed rail line project though. HS2
1. Another similar debate has been the development of a third runway at Heathrow Airport, which has been dismissed as being too harmful for the environment. Discuss the key issues for achieving a balance between economic growth through travel, and the environmental impacts of such development.
2. How do these suggestions relate to the different stages of the ‘visitor journey’? What further suggestions can be made? Responsible Travel is about bringing you closer to local cultures and environments by involving local people in tourism. It’s about doing this in a fair way that helps
1. What are the challenges for individual businesses in following these suggestions?How can they be overcome?Responsible Travel is about bringing you closer to local cultures and environments by involving local people in tourism. It’s about doing this in a fair way that helps ensure that they
3. If there was a proposition to tarmac the road up to the Pass – would you argue in favour or against it? Consider the points of view from the perspectives of the tourists, the locals, the pub owner and the tour companies. Lesotho is one of the poorest countries and has difficult access due to
2. What travel ‘businesses’ exist here and how can their operations be managed to maximize the benefits of tourism for the locals? Lesotho is one of the poorest countries and has difficult access due to its mountainous location. The Sani Pass is located at the border to South Africa and is only
1. What impacts can you identify from these pictures, both visible and invisible? Lesotho is one of the poorest countries and has difficult access due to its mountainous location. The Sani Pass is located at the border to South Africa and is only accessible by 4x4s. In 1955, the first tour operator
Having read the variety of impacts that tourism can have – which one do you consider the most important and why?
3. If you had the money to buy shares where would you invest and why?

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