Service Operations Management Business Simulation

Focus:

Hotel and restaurant management.

Used in:

Business and management courses at undergraduate and graduate levels in hospitality and tourism programs. Corporate in-house programs.

Case scenario:

Hotel with 140 rooms and attached restaurant. Each decision-making round represents two weeks of operations for the simulated company.

Participant tasks:

The participants run their hotel and restaurant operations in competition with other teams. Decisions include revenue management, sales promotion, food & beverage, housekeeping, staff management and procurement. They can practice with different scenarios as well as analyze the outcomes of their decisions and benchmark against the competitors.

ESG module:

In addition to the regular hospitality business decisions and results, the simulation includes environmental, social, and governance (ESG) decisions and results. With fully integrated ESG decisions, teams can incorporate sustainable development goals into their strategy and
operations while improving financial performance and delivering value for all stakeholders. Teams’ performance along the ESG metrics influence their hotel’s attractiveness to the clients, thus creating a potential competitive advantage.

Key learning areas:

Revenue management, sales promotion, menu engineering, housekeeping, staff management and procurement. Holistic understanding of the linkages between different functions and their impact on the bottom line.

Key success factors:

The success of the teams is measured with a number of different financial ratios, including operating profit, net profit, return on assets, and cash flows. Revenue management and customer satisfaction are key success factors within the hotel operations. Success factors for the restaurant operations include menu engineering, staff management and overall customer experience. In addition, the simulation contains all relevant industry specific ratios. Financial results are reported according to the Uniform System of Accounts for Restaurants and for the Lodging Industry.

Expected outcome:

The simulation game develops the participants’ capabilities in identifying, analyzing, and acting on the key operational & environmental variables that influence hotel and restaurant operations in competitive setting. Furthermore, the simulation enhances fact-based analytical decision making and illuminates the financial implications of operational decisions by linking the decisions to cash flows and bottom line performance. Finally, this dynamic hospitality business simulation excites competitive spirits among participants and creates practical experience in teamwork and problem solving.

Adaptability:

The hotel and restaurant simulation game is modular which allows instructors to choose whether learners’ play with both accommodation and food & beverage operations or play with only one of them. In addition, the system permits the instructors to modify and create their own personalized cases.

Available languages:

English, French, German, Italian, Mandarin Chinese, Portuguese, Spanish, Dutch.

Customers:

NYU Preston Robert Tisch Center for Hospitality, Tampere University of Applied Science, School of Hospitality and Culinary Arts NAIT, Estoril Tourism and Hospitality School, Copenhagen Business School, Reims Management School, SKEMA Business School, ESG Management School, Université Paris-Est Marne-la-Vallée, Institut Paul Bocuse, Universidade do Algarve - ESGHT, NH Hotels, Hochschule Harz, Fachhochschule Worms.

Cesim Hospitality

Service Operations Management Simulation

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Focus:

Used in:

Case scenario:

Participant tasks:

ESG module:

Key learning areas:

Key success factors:

Expected outcome:

Adaptability:

Available languages:

Customers:

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