leisure and tourism operations management

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Leisure and Tourism Operations Management Abstract In the paper, the operation management of a five star hotel located in Oludeniz in Turkey has been analyzed. After using a number of important service concepts, packages, processes and layouts pertaining to leisure and tourism operations management, a number of findings are discussed with the management of the hotel.


The Service Concept Service quality is the method to manage the business processes to ensure customer satisfaction at all levels. Hospitality sector was identified by the atrium concept designs, service and the hotel industry has seen many developments in past few years. In the hotel industry, the customer chooses to buy service depending on its quality (Panda, 2006). The Service Package (The mixture of goods and services that make up the service) The service provided by hotel is based on guests / customers. The service package includes providing online room / air ticket reservations and chuffer driven car to pick up guests from airport. The hotel provides facilities such as elevators , central heating , in room radio , bar , electric elevator, centralized computer, electric cash register, free in room movies, video conferencing features, swimming pools, separate swimming pool for children, golf ground, sports activities, gym, beauty parlors and in-house restaurants and shops. Service Processes According to Sampson service processes are where the customer provides most of the inputs to the production process (Sampson, 2000). Service is interaction of customer and producers. ...
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