HOSPITALITY OPERATIONS DESIGN
ASSIGNMENT: OPERATIONS DESIGN & QUALITY
PART A: SERVICE DESIGN & SERVICE BLUEPRINT
,Inhoud
PART A
Company introduction............................................................................................................................3
Persona...................................................................................................................................................4
Service package......................................................................................................................................4
Service blueprint....................................................................................................................................5
Company introduction............................................................................................................................7
1. Operations improvement...................................................................................................................8
1.1 Pareto chart..................................................................................................................................8
1.2 Fishbone.......................................................................................................................................9
1.3 Recommendation.........................................................................................................................9
2. Process design and management.....................................................................................................10
2.1 The relating process....................................................................................................................10
2.2 Output and qualifications...........................................................................................................10
2.3 Flowchart....................................................................................................................................11
2.4 Process design............................................................................................................................12
2.4.1 Bottle neck...........................................................................................................................12
2.5 Input and qualifications..............................................................................................................12
2.6 Capacity plans............................................................................................................................13
2.7 Forecasting................................................................................................................................13
2.8 Job design...................................................................................................................................13
3. Quality management........................................................................................................................14
3.1 Checklist......................................................................................................................................14
3.2 Run chart....................................................................................................................................15
Company introduction..........................................................................................................................17
1. Research issue..................................................................................................................................18
2. Research design................................................................................................................................18
2.1 Research objective......................................................................................................................18
2.2 Problem statement and Research questions..............................................................................18
2.3 Research design..........................................................................................................................18
2.4 Data collection instrument.........................................................................................................19
2.4.1 Example survey questions....................................................................................................19
2.5 Population, sample and sampling method.................................................................................20
Reference list........................................................................................................................................21
2
, Company introduction
Situated between some of Colorado’s highest mountains, in the centre of Snowmass village,
the Westin Snowmass resort is located. The Westin Snowmass resort started its operation in
2012 after a renovation of the previous Silvertree hotel. Snowmass village is a destination
you can visit throughout the year and it is a perfect getaway for outdoor lovers. In the
summer season guests can go hiking or cycling to the top of the mountains and in the winter
season it is a paradise for winter sports lovers.
The resort features 237 rooms and 17 suites divided over 8 floors with an amazing view on
the famous ski area ‘Aspen Snowmass’. For business trips and other events the resort also
offers 14 spacious conference rooms. The hotel has a heated outdoor pool with sunbeds for
guests to relax. Besides that, guests can choose from a wide range of treatments in the
Snowmass spa. For active guests a fitness studio is available. The resort has different dining
options for breakfast, lunch and dinner and also in Snowmass village several restaurants are
located for guests looking to dine outside the resort. In the evening you can go to one of the
resort bars for a drink. The audience that visits the resort is varied as guests come here for
pleasure, business and relaxation. For children there is a kids club available and older guests
can relax in the spa or go out for a walk. In the winter season the hotel is mainly occupied
with guests that enjoy skiing and snowboarding.
During high season the room charges lie between 600USD and 3500USD per night depending
on the room category. In low season guests will pay from 200USD up to 1000USD per night.
Therefore, in low season the resort is mainly visited by guests with a medium income while
in high season more wealthy guests are occupying the rooms, such as retired guests,
honeymoon couples and rich families.
3
ASSIGNMENT: OPERATIONS DESIGN & QUALITY
PART A: SERVICE DESIGN & SERVICE BLUEPRINT
,Inhoud
PART A
Company introduction............................................................................................................................3
Persona...................................................................................................................................................4
Service package......................................................................................................................................4
Service blueprint....................................................................................................................................5
Company introduction............................................................................................................................7
1. Operations improvement...................................................................................................................8
1.1 Pareto chart..................................................................................................................................8
1.2 Fishbone.......................................................................................................................................9
1.3 Recommendation.........................................................................................................................9
2. Process design and management.....................................................................................................10
2.1 The relating process....................................................................................................................10
2.2 Output and qualifications...........................................................................................................10
2.3 Flowchart....................................................................................................................................11
2.4 Process design............................................................................................................................12
2.4.1 Bottle neck...........................................................................................................................12
2.5 Input and qualifications..............................................................................................................12
2.6 Capacity plans............................................................................................................................13
2.7 Forecasting................................................................................................................................13
2.8 Job design...................................................................................................................................13
3. Quality management........................................................................................................................14
3.1 Checklist......................................................................................................................................14
3.2 Run chart....................................................................................................................................15
Company introduction..........................................................................................................................17
1. Research issue..................................................................................................................................18
2. Research design................................................................................................................................18
2.1 Research objective......................................................................................................................18
2.2 Problem statement and Research questions..............................................................................18
2.3 Research design..........................................................................................................................18
2.4 Data collection instrument.........................................................................................................19
2.4.1 Example survey questions....................................................................................................19
2.5 Population, sample and sampling method.................................................................................20
Reference list........................................................................................................................................21
2
, Company introduction
Situated between some of Colorado’s highest mountains, in the centre of Snowmass village,
the Westin Snowmass resort is located. The Westin Snowmass resort started its operation in
2012 after a renovation of the previous Silvertree hotel. Snowmass village is a destination
you can visit throughout the year and it is a perfect getaway for outdoor lovers. In the
summer season guests can go hiking or cycling to the top of the mountains and in the winter
season it is a paradise for winter sports lovers.
The resort features 237 rooms and 17 suites divided over 8 floors with an amazing view on
the famous ski area ‘Aspen Snowmass’. For business trips and other events the resort also
offers 14 spacious conference rooms. The hotel has a heated outdoor pool with sunbeds for
guests to relax. Besides that, guests can choose from a wide range of treatments in the
Snowmass spa. For active guests a fitness studio is available. The resort has different dining
options for breakfast, lunch and dinner and also in Snowmass village several restaurants are
located for guests looking to dine outside the resort. In the evening you can go to one of the
resort bars for a drink. The audience that visits the resort is varied as guests come here for
pleasure, business and relaxation. For children there is a kids club available and older guests
can relax in the spa or go out for a walk. In the winter season the hotel is mainly occupied
with guests that enjoy skiing and snowboarding.
During high season the room charges lie between 600USD and 3500USD per night depending
on the room category. In low season guests will pay from 200USD up to 1000USD per night.
Therefore, in low season the resort is mainly visited by guests with a medium income while
in high season more wealthy guests are occupying the rooms, such as retired guests,
honeymoon couples and rich families.
3
