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Hospitality service can be stated as the crucial concept in travel and tourism business as it helps in delivering best services to people and assists them to gain best travel experience. However, such services usually connect users through internet. In addition to this, there are varied hospitality services that are delivered by any service provider i.e. accommodation, food, laundry services, entertainment and so on. Thus, it can be stated that it is essential for travel and tourism business to provide the best customer experience which helps in expanding the scope and scale of hospitality industry. In general, hospitality organization interconnects its functions with travel and tourism business so that they can work together and attain customer satisfaction. However, travelers are spending their vacations through visiting different destinations that requires the best knowledge. Therefore travel and tourism business is required to provide them high advantage by rendering peoper knowledge and information.
In the present study, Thomas Cook Plc has been undertaken which is a British multinational travel and tourism organization. It is also listed in London Stock Exchange. It contains varied hospitality operations that help in attracting tourists and satisfying their needs. For instance, it involves varied holiday packages, cruise and bookings for hotels and resorts as per the clients' requirement so that they can attain maximum satisfaction. Company also owns the scheduled airline Condor and booking website such as Hotels4u. Hence, it helps in delivering a vast range of products and services to the clients so that they can attain quality travel package.
Moreover, it is essential for organization to possess different products and services related to travel and tourism business so that tourists select the same company whenever they travel. In 2007, Thomas Cook was merged with My Travel Group Plc and expected to make savings of around 75 million Pound a year. However, such integration helped Thomas Cook to gain relatively high percentage of clients using travel and tourism services. Further, the study undertakes varied tasks such as scope and scale of hospitality services within travel and tourism sector and also examines the role of hospitality function within Thomas Cook (Cummings, Kwansa and Sussman, 2013). Other than this, this report evaluates different horizontal and vertical integration within hospitality business. At the end, a rational has been developed for a new hospitality business that outlines the product and service concept.
It can be stated that hospitality industry possess wide scope and scale within travel and tourism sector which involves services related to accommodation, food, laundry, entertainment etc. However, all these products and services are important within hospitality business as it help in gaining customer satisfaction. Hospitality sector as well as travel and tourism business is interconnected with each other so that required products and services can be delivered to clients as per their needs. As per the global perspective, both these functions interconnect with each other and provides different services to clients so that they can gain comparative advantage. Hence, in regard to this, Thomas Cook is providing the best travel experience and accommodation services so that guests can feel satisfied (Gilmour, 2013). Moreover, it assists travelers to choose similar organization as a tour operator whenever they plan for spending their vacations. Thus, it creates a positive brand image of firm in the market and helps in increasing profit percentage.
Furthermore, it can be stated that both hospitality business as well as travel and tourism sector interconnect with each other and involve varied facilities such as transportation, cruise, food and beverages, entertainment etc. in order to attain customer satisfaction. However, through such type of activities, scope and scale of hospitality business are increased within travel and tourism sector. Thomas Cook being a tour operator is required to make good connection with varied hotels so that they can suggest and provide best deals to travelers. Further, scope and scale of hospitality services are wider and thus it helps in delivering best services to clients and attain satisfaction. The role of hospitality in Thomas Cook is very extensive as it helps in providing wide range of products and services in order to fulfill the needs of guests.
Further, there are varied key roles and operations within hospitality business which help in providing the best services and products to clients in order to attain satisfaction. Following are the two different departments within hospitality businesses such as front house and back house. In the front department, it involves reception counter which is directly connected with travelers and focused on gaining their views and opinions in regard to make suitable changes to attain results. While, back house department involves people who work behind the scenes in order to provide the best quality services to guests (Norton,
It can be stated that role of hospitality provisions plays a critical role within travel and tourism business. However, hospitality business has become increasingly popular as it interprets varied functions within travel and tourism sector. Hospitality provisions as well as travel and tourism business are interconnected within each other so that best products and services can be delivered to guests. For instance, hospitality provision involves varied components such as food and beverages, accommodation, laundry services, transportation and entertainment etc. However, all these components of hospitality industry are effective and thus, Thomas Cook is required to involve them in order to plan an effective travel package for its clients. However, all these functions help business to ensure that consumer should feel satisfied and thus hotel can gain repeat purchases.
Furthermore, role of hospitality provisions is effective as it assists in providing the best quality products and services so that needs of clients can be fulfilled. However, Thomas Cook is required to plan the best travel package for its clients as per their requirements so that satisfaction can be attained. For instance, it is essential for tour operator to plan the best package for its clients so that better hospitality services can be rendered with the aim to make clients comfortable (Zeng, 2015). Furthermore, it can be stated that both hospitality provisions as well as travel and tourism business are interconnected with each other. For instance, hospitality business is required to deliver the best quality products and services to travel and tourism industry. However, through adopting different methods, role of hospitality industry within travel and tourism sector can be stated as follows-
As per early 1900's, integration can be stated that businesses were focused on reaching economies of scale through which they were able to benefit themselves in regard to gain lower operations costs. However, hospitality businesses focused on providing their own products and services through in-house efforts and thus save lot of money which can be utilized elsewhere for attaining long run profit. Thus, such type of efforts by hospitality business helps in reducing outsourcing habit of hospitality firms. Hence, such type of integration helps hospitality firms to improve its global presence and achieve high market share (Bowie and Buttle, 2007). Through integrating businesses, hospitality firms can attain results with the aim to save cost and minimize expenses. Thomas Cook undertakes integration method that helps in improving its target market.
Integration among hospitality business and travel and tourism sector assists firm to interconnect different services and products so that they can produce required products and services and do not need to outsource it. However, both hospitality as well as travel and tourism businesses are integrated with each other so that different operations can be combined and executed together. Further, there are two types of integration i.e. horizontal and vertical that affect the hospitality business. Vertical integration can be defined as a process of merger through which firm purchases another company which delivers similar products and services. However, such factor is carried out by firm with the aim to maximize profitability and also benefits in terms of lower operating costs (Brotherton, 2013). For example, any premium tour operator who provides tour and travel services may buy airlinecompany or a hotel as it can supply both types of services which are crucial for holiday package industry. However, Thomas Cook being a premium tour operator has started or merged with different hospitality businesses in order to provide a wide range of packages to clients.
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While, on the other hand, horizontal integration is important for firm that wants to acquire another businesses in order to expand their functions in different market and improve market share. However, it benefits firm to enhance the economies of scale and also maximize profitability. For instance, such situation happens with Thomas Cook at the time when they merge with another service provider such as passenger airline, cruise line etc. However, Thomas Cook also purchased an Airbus A321 in 2014 in order to attract potential consumers and enhance market share (Dale, 2005). Further, Thomas Cook also provides varied distinct travel services such as flight tickets, hotel reservation and cruise facilities. However, such type of integration affects the hospitality businesses positively in regard to enhance market share and attain desired results in terms of maximizing cost and enhancing profitability.
It can be evaluated that integration impacts businesses in different forms and thus, it is crucial for business to respond effectively to such integration. It is as follows-
Furthermore, it can be conferred that both the integration methods i.e. horizontal and vertical are positively responded to undertake effectual decision making within business. Further, it also helps business to overcome all the results and thus attain proper outcomes in business at the time of practicing horizontal and vertical integration.
An outline or design of product-service concept is developed which is as follows-
Wi-fi- Further, it is a basic necessity so that it is essential for a hotel to provide Wi-Fi to its guests. There must have 24 hour internet connection within every room so that client can access internet at anytime and anywhere within hotel campus (Law, 2010). For instance: providing such type of services maintains the image of hotel and grabs potential consumers for the long run (Mahony, 2007).
Furthermore, a project proposal needs to be developed that involves varied components which are essential in order to start a new hospitality business. It is as follows-
It can be articulated from the above study that hospitality provisions as well as travel and tourism businesses are interconnected with each other. However, it helps firm to improve its scope and scale along with satisfying the requirements of clients. Further, businesses such as Thomas Cook is required to undertake horizontal integration so that they can provide varied products and services to the consumers and expand the market share. Moreover, a rational proposal has been developed for a new hospitality business and its potential market analysis has been done so that market share can be enhanced.
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