Ch.11: Strategies of Operating Gaming Entertainment

More about the Successful Strategies of Operating Gaming Entertainment

-Provide surprising amount lucky draw

For example, Sands Macau provides free shuttle bus service and lucky draw. Customers may win $1,000,000 cash if they travel by their express. It attracts many customers go to play in the Sands Macau.

-Provide more entertainment in the Casino

For example, the Venetian Macao is a new gaming centre. It provides gambling, hotel service, kid’s zone, and shopping mall. The gaming centre provides services that suitable for a family. When the parents play in the Casino, then the children can play in the kid’s zone. The parents do not have to worry about their kids. Therefore, they can play longer and spend more.

-Alliance, cooperate with other gaming corporation, much competitive

For example, Dr. Stanley Ho cooperates with Star Cruise Limited (the leading global leisure, entertainment and hospitality corporation) to build a new Casino. In order to increase their market share in gaming industry, and also decrease the threat of other Casino.

Ch.11: Social Impact - How Gaming Entertainment converges with Hospitality Industry

How Gaming Entertainment converges with Hospitality Industry in terms of its 

Social Impact

a.       positive impact

-  Diversification of society 

The more industries in a society, people can have more social activities to give fun to their lives. The gaming industries help to provide service and places for citizens to relax in holiday and leisure time in order to release their stress from the daily life and career.

-  Higher reputation in the world 

As more tourists around the world visit the country, higher global reputation the country obtained. It is a virtuous circle which higher reputation attracts more tourists comes to the country in the future.

b.      negative impact

  

-  The twisted social structure and value

When the society emphasize on the development of gambling industry, the social structure and citizen’s core value will be twisted. As the gambling industry is booming, more people would like to enter the industry for career. And gradually, the social culture will focus on entertainment. For instance, many teachers give up their job and enter the casino industry for chasing higher income and the ‘expected’ future perspective.

Ch.11: Economical Impact - How Gaming Entertainment converges with Hospitality Industry

How Gaming Entertainment converges with Hospitality Industry in terms of its Economical Impact

a.       positive impact

- The increased overall tourism revenue

The more entertainment are provide, the more tourists can be attracted to the country. As tourists not only spend money on those entertaining industry, they also shopping and visiting other attractions. Many other industries can be benefited from the increased number of visitors and finally the overall tourism revenue will boost.

-  The multiplier effect to other sectors of hospitality industry and other related industries

Tourism not only gains revenue in the tertiary sector, it also encourages growth in the primary and secondary sectors of industry. This is the multiplier effect which money spent by a tourist circulates and grows through different sectors of a country's economy.

For example, the tourists’ money spent in a hotel directly benefits the hotel, but it also indirectly helps food suppliers because the demand increased and those suppliers may buy more from local farmers.

-   The increased tax revenue of government 

The more revenue the gaming industries gain, the more amount of tax they need to pay to government. For example, a high percentage of Macao government tax revenue comes from the tax of casinos. 





 

b.      negative impact

-   Economy easily be affected by other countries

If the economy and tax revenue rely on the tourism, the ability of self-controlled economy will be lower. The bad impact is the country’s economy is easily be fluctuated by the economy of the major visitors’ countries and even the global economy.

Ch.10: Trends in Recreation & Leisure

1.    Increase in demand of elderly recreational activities

As Hong Kong is facing aging population, there will be more people in older ages. Also, as many of them have relatively high disposable income. They will demand the less active recreation activities, such as gardening and golfing.

2.    More playgroups of children

s Hong Kong is a international city, the competition between the new generation is becoming more keen. As a result, many parents want to train and educate their children’s at their early age, some even few months old. The playground’s objective is letting the children learn from the games. So there will be more playgroups of children, even babies.

3.    More “green” recreation with high quality and safety

People in Hong Kong has a high education level, they seek for the recreation which is environment friendly. Also, as they have a relatively higher disposable income, they want to use the high quality facilities. Safety will be also concerned.

Ch.10: Recreationh, Theme Parks and Clubs

One taught topic interested - Country Clubs

Denfinition of Country Clubs

It is a private club offering services and recreational activities to their members. The member has to pay a membership fee. And the membership fee is usually by annual subscription. Most of the country clubs offer a variety of recreational sports facilities and are located in suburban or rural areas. The examples of country club are golf club, swimming club and tennis club. Also, the country clubs usually provide hospitality to members and guests such as lounges, restaurant, bar and banquet facilities. In addition, the club often has its own courses provides to the members, such as a golf course offered by a golf club.

Closed memership

The country club may have closed membership. It means that not all people can join the country club. In America, the membership fee in the small towns is not as expensive as in the larger cities because there is limited number membership of the clubs. Also, the club may be exclusive. Historically, many country clubs in America refused to accept members of minority racial groups, non-white Americans and Jewish.

Examples of exclusive country clubs

 1. Kansas City Country Club

The first example is Tom Watson, who was a professional golfer. In 1990, he resigned from the Kansas City Country Club because the club denied a civic leader Henry Bloch’s membership as he is a Jewish. Since the nationally-publicized protest of Watson, the club accepts several minority and Jewish members.

2. Augusta National Golf Club

The second example is the Augusta National Golf Club, where the Masters Tournament is played. It is one of the best known clubs than does not accept female membership till now. And the club is restictive of receiving members. It invites the people to join rather than waiting people to join. The members of the clubs are also celebricities such as Bill Gates.

Ch.10: Different Types of Clubs & their Functions

There are many types of clubs all over the world. Different clubs have different culture and objectives. And the attractiveness of the clubs is people can join together with similar hobbies and lifestyle. Also, they can take advantage of the social opportunities. The participants can choose the club which is most suitable for their lifestyle and preference. The followings are the types and the example of the clubs:

Sports Club

Sports club offer a variety of recreational sports facilities to their members. Some may also offer their own sports courses and social activities too. The sports facilities may be either indoor or outdoor.

Badminton Club

The Hong Kong Badminton Club (HKBC) is a non-profit society of Hong Kong. The functions of the club are providing a location of playing badminton games, offering members the opportunity to meet new people and providing coach to teach the members. The members have to pay a half-year membership fee. Also, HKBC usually organize games among members in order to ensuring the members can learn from the others.

Hobby Club

Hobby clubs provide the interest and enjoyment of  their members. The members with the same hobbies can have opportunities to share with each others. A hobby can make people increase their substantial skill and knowledge. But enjoying the personal fulfillment is the most important of having hobbies.

War Gaming Club

Rogue Traders war gaming club organize war games for their members frequently provided with war game facilities. Also, they will organize some gathering for the members. They have a fixed meeting per week and the members can buy the war game equipment from the club.

Personal Clubs

Personal clubs are similar to Hobby Clubs. These clubs have a small size and usually do not have owned facilities. These clubs are run by a few close friends while the theme of the club is the things they like to do together. They may have their personal website for their clubs. And the membership is restrictive too.



Country Clubs

Country club offers the facilities and recreational activities to their members. Some of them may use its function venues to hold the wedding ceremony. The members can enjoy the facilities in there such as swimming pool, children’s playrooms and piano room. The membership can be for residents, daily and special usage members.

Club Siena

It is a club for its residents or daily members to enjor the services and facilities provided there.

Professional Clubs
Professional clubs are partly social and partly professional in nature. They provide professionals with opportunities for advanced education, presentations on current research, business contacts and other advantages.

Hong Kong Medical Association
The Hong Kong Medical Association brings together all medical practitioners to serve the people of Hong Kong. Its objective is to promote the welfare of the medical profession and the health of public.

Wk.9: MegaBox McDonald's Visit

Findings and Learning Experience of Mega Box McDonald's Visit


There are some actions for safety:
-->Ensure the air-conditioning system keeping running
-->Ensure all employees washing their hands first before working
-->Some employees wear mask when they are working
-->Ensure that all tools are clean

The process of Make For You system:
1. Customer makes a order
2. Taking a toasting hamburgers
3. Adding some ingredients into the hamburgers
4. Collecting the foods

Our experience of McDonald's visit is very wonderful. As we cannot go into the place of working, we do not know the actual working area and their working process. Now we can know more by this visit and understand more concepts about this subject. There is really some great concept under the operation! 

Ch.8: Challenges & Trends of Managed Services for Food Services Operations

Challenges & Trends of Managed Services for Food Services Operations on Airlines & Airport, Schools and Health Care



Airlines & Airport
~Challenge~
1. High variety of food menus from different countries: there are a lot of airlines companies from different countries. Customers expect to eat the unique food on the plane that can be matched with the brand image with the company. Diverse airlines have diverse images that can lead to different food meuns.
2. Limited Time: there are many flights in the airport. The flight cannot be missed in normal situations. Food must be delivered to the specific plane concisely without any mistakes and deplay.
3. Delivery: food has to be delivered to the plane on time and properly. This is because the food is prepared in a certain location rather than the place near the flight. Food has to be handled with care or it will be broken or rotten.

~Trend~
1. Company-owned food operation
2. Airline resiponsible for portion of delivery cost
3. Taste is more demanding over years



Schools
~Challenge~


1. High degree of self-operators; tight budgetary constraints.
2. Nutritious lunch to students and underprivileged.
3. Some regulations in many countries require lunches to conform to basic pattern: calorie, nutrient, fat content.
4. School response to requirement of nutritious selections - offer food that closely resembles fast food menus and meets regulation guidelines.



~Trend~
1. Board Plan: Students required to contract for minimum number of meals over term. This offeres benefits to operator by having absentee missed some meals and predicting volume of sales over long period. Flexible Board Plan is becoming more popular for trend.
2. Card Plan: Students contract for minimum dollar value of food service. Card had cash amount credited. Food is usually at a discounted amount.
3. Off-campus Students: About one half of all students live off campus. The trend is to attract off-campus students who are brand conscious.



Health Care

~Challenge~
1. Unique Request for Each Patient: patients have their specific illness. They need different types of food that suit them most for better recovery and healing. Nutritional values and cooking methods should be paid attention.
2. High Cost: Different food incur higher cost. More sorting process, cooking methods and raw materails are needed to prepare a suitable meal for a specific patient.
3. Patient Daily Taste: Patients may feel bored if they eat the same thing every day. Then, they may refuse to eat any if the same menu continues every day. Changing menus causes increased procudures and cost.

~Trend~

1. Living with less: dramatic impact on dietary departments  

  a. government regulators and insurance agencies cap cost by limiting length of stay
  b. lower occupancy means greater competition for patients
  c. dietary plays key role in competing for patients
  d. special services and frills needed to compete


2. Lowering Cost 

  a. consolidation of food production facilities
  b. group purchasing organizations (GPO) - cooperative purchasing, volumes secures lower unit cost
  c. examination of employee schedule practices and product use to ensure maximum efficiency


3. Enhancing Revenue 

  a. opportunities for growth in non-patient sector include: adding national brands; broadening food service activities; delivery; commercial catering; baking; home meal replacement

Ch.8: Features of Managed Services of Food Services Operations

Unique Features of Managed Services of Food Services Operations



1. Success can be measured by participation rate of guest.
2. The Guest is once represented a "captive market".
3. Prime function is to meet the needs of the guest and the client. Client is the institution, the people who award the contract but NOT the eater.
4. Food service is a small part of a larger operation
5. Food service can be operated by a managed service company.
6. Greater predictability of meals and portion size is the likely feature.
7.Working hours are usually shorter and more predictable.

Wk.7: Guest Lecture

Learning Experiences: Required Mangement Skills and Key Challenges in operating the Housekeeping Department

For the Guest Lecture in Week Seven:

The HarbourView Place

- OPA: 999 days max, average length of stay=about 2 days

- some customers may even stay for 2-3 years

- they may have many complaints

- this is the hardware problems, not the software problems

- Housekeeping: largest department (Rooms, Public Area, Uniform & Linen, Laundry and Forest)

- Rooms: room attendents in charge. Their individual productiviy can be measured. But the effectiveness of cleaningness is quite hard to measure.

- Uniform & Linen: e.g bed sheets, towels, etc staff are taken to laundry room to wash

- Challenges: hard to control each housekeeper as they can be lazy at some concerns that the supervisors cannot find and check

- F&B: second largest department (Food production & Food service)

- Each department: self financing individually

Profit Origin:

- Rooms which is under sales and marketing

- Food which is from F&B

- Annual Avg. Occupancy: 80% usually

- when this is in low, not many part-time workers e.g. 60% (Low season)

- when this is in high, many part-time workers e.g. 100% (High season)

- GOP(Gross Operating Profit): 80%

- e.g. $100 sales but $20 expense-> Earn $80

- if Rooms use more than $80, sales must be earned extra $100 to replenish.

- Stock Mnagement/Inventory Control

- Stealing: most from employees

Par stock: at least 5 par (1 par: all the room material like pillows, towels, etc. that all the rooms of the whole hotel need.)

- Par is for exchange of the new material that the old material is needed for washing and cleaning.

-People Management: HK department's knowledge is comparatively low.

- Customers DND(Do not disturb) Case

- Murder case that cannot be discovered at once

 

Additional Information:

Housekeeping

•  
• Housekeepers in the hotel industry are responsible for keeping the facility clean, safe and comfortable for guests. Their jobs include cleaning rooms, changing bedding, cleaning all bathrooms, replacing toiletries, cleaning common areas, doing laundry and ensuring a clean overall appearance. These individuals may also be required to assist in other areas of the hotel. They include all levels of housekeeping, from assistants to supervisors and executive housekeepers. It is important to have housekeeping available 24 hours per day seven days per week for guests in the hotel industry.

Housekeepers

•  
• Housekeepers are specially trained individuals. They can be provided with performance-development programs to improve their work and assist them in moving up in the hospitality industry. Housekeeping in the hotel industry can be a stepping stone for future positions and promotions for housekeepers. These individuals learn key communication and teamwork skills that can be used throughout the hotel industry, not just in housekeeping. Proper selection and training are the key to maintaining a superior housekeeping department within the hotel industry.

Additional Services

•  
• As with most services, the more a company can offer the more the consumer is loyal. The hotel industry can offer additional housekeeping services, such as dry cleaning, laundry, shoe polishing and personalized touches for return guests that will keep the guests coming back. Encouraging innovation in the housekeeping departments of the hotel industry will continually create new services and add value for customers.

Challenges

•  
• Although housekeeping is vital to the hotel industry, there are several challenges. Ensuring the efficiency of the staff and cleaning chemicals is important. In addition, reducing waste and reducing the environmental impact of the hotel industry can be done through housekeeping. Training housekeeping staff to become more energy aware will aid with energy conservation and also reduce the environmental impact of the hotel industry. Housekeeping staff will also be required to anticipate guest needs. Finally, offering educational opportunities to staff members on all these areas will reduce the challenges the hotel industry faces in the housekeeping department.