Service Management in Grand Park Orchard Hotel

This document discusses the service management process in Grand Park Orchard Hotel, focusing on service quality, managing people, and demand and capacity management. It provides insights into the hotel's facilities and services, as well as recommendations for improving service quality and customer satisfaction.

Grand Park Orchard Hotel
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Executive Summary
Grand Park Orchard Hotel is one of the best five-star hotels that offer the lavish rooms to the
customers with the iPod docks then the artistic wall mural to the customers. In the hospitality
sector and the hotel industry, the quality of products, as well as the services, has a vital impact on
business development and the operational activities to attract the customers. The organisation
provides the exclusive check-in as well as check-out service which are also essential for the
development of the firm to maintain their value and their understanding within the process for
the betterment of the firm. Managing people allow the organisation to enhance their service
quality and its customers' loyalty program. Demand and capacity management within the service
sector is highly essential to maintain the activity and the valuable process of the firm. The
organisation Grand Park Orchard Hotel always provides the highest facility and prior service to
their regular guest and the longer staying guest within the hotel.
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Table of Contents
Introduction.................................................................................................................................................3
Organisation overview.................................................................................................................................4
Service management discussion..................................................................................................................4
Service quality.........................................................................................................................................4
Managing people.....................................................................................................................................5
Demand and capacity management.........................................................................................................7
Conclusion and Recommendations..............................................................................................................8
References.................................................................................................................................................10
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Introduction
The purpose of the paper is to provide an effective understanding regarding the service
management process within the organisation mostly in the hospitality industry. The organisation
selected to accomplish the paper is the Grand Park Orchard Hotel of Singapore. The paper
eventually discusses the service quality provided by the firm then the process of managing staff
developed by the organisation. The paper also discusses the demand as well as the capacity
management within the business. The paper even provides a suitable recommendation for the
business to develop their value within the market.
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Organisation overview
Grand Park Orchard Hotel is one of the best five-star hotels in the country that is located in
Orchard Singapore. The organisation offers the lavish rooms to the customers with the iPod
docks then the artistic wall mural to the customers. The organisation provides the facilities like
the non-smoking rooms than the express check-in as well as check-out, babysitting service and
even the restaurant then the bar and the breakfast in the room (Grand Park Orchard Hotel. 2019).
They even provide the facility of fitness centre then the message and the outdoor pool for their
consumers. The hotel sector did not allow the pets within the hotel sector, and they also accept
the credit cards to make the staying and hotel experience to the guest. They have various types of
rooms like the deluxe twin room then park suite, connecting room, a twin room with city and
deluxe double room.
Service management discussion
Service quality
The service quality in hotel management is directly linked with the satisfaction level of the
customers. In the hospitality sector and the hotel industry, the quality of products, as well as the
services, has a vital impact over the business development and the operational activities to attract
the customers (Dabholkar, 2015). It is highly essential for the hotel management to enhance their
service quality for maintaining brand awareness and high market share. Furthermore, it can be
depicted that the service quality is the vital factor for achieving sustainable competitive
advantages as well as the consumer confidence within the market of high competition (Baka,
2016). The service quality provides a great chance for the hospitality industry to maintain its
position within the competitive market. It is the fact that the successful hotel effectively delivers
excellent quality service to the consumers as well as the service quality is assumed as the life of
the hotel (Dhar, 2015). The service quality generally consists of the dimensions, and they are
physical facilities then the staff members as well as the materials. It shows that the hotel by
maintaining their activities within the dimension is considered to be provided some of the best
service quality to the consumers. For providing the highest satisfaction level to the consumers,
this is highly essential to develop the value of the firm.
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Grand Park Orchard Hotel is one of the top five star hotels in Singapore, and they are best known
for their service that has been provided to the customers. The organisation with their service
quality mostly has the value of almost 8.2 scores which is considered to be one of the best scores
in the hospitality industry (Bansal, & Taylor, 2015). The best part of the organisation is their
location which primarily attracts the customers and even their services along with the cleanliness
within the hotel sector. The organisation provides the exclusive check-in as well as check-out
service and it is essential for the development of the firm to maintain their value and their
understanding within the process for the betterment of the firm. The organisation provides
suitable facilities like the breakfast selections for the customers, and also they provide the very
comfortable rooms for their customers that that help to develop the satisfaction level within the
market (Dedeoğlu, & Demirer, 2015). The organisation effectively train their staff members for
providing the best friendly service to the guest as the people look for comfortable service and
valuable price in the hotel sector. The hotel provides free Wi-Fi along with the air conditioning
rooms and suitable services to the customers.
The service quality is crucial for measuring the customer satisfaction level within the hospitality
industry. The level of satisfaction among the consumers encourages the hotel management to
enhance their service quality and provide the essential features within the market. They can
deliver the best service to the consumers which help them to enhance their market view and their
value within the field (Hahn, Sparks, Wilkins, & Jin, 2017). The service quality allows the
organisation to maintain its customers' loyalty program within the market. Grand Park Orchard
Hotel have utilised numerous process and facilities that support the hotel management for
maintaining the value of the consumers. The rooms than the facilities along with the services that
are being provided by the hotel staff to the customers enhance the service quality of the business
(Lee et al., 2016). It is the fact that by maintaining the quality of service as well as the products
the hotel management can develop consistency in their work and also gain support from the
customers. People generally examine the place that has a friendly atmosphere along with clean
rooms and hotel space then the proper facilities and even the high quality of service. In the
service industry, this is highly effective for maintaining the value of the firm and provides
understanding for analysing the process and the working function within the market.
Managing people
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Managing people is the crucial activity that the management needs to perform to develop their
value and their business activity effectively within the market. Managing people allow the
organisation to enhance their service quality and its customer's loyalty program (Elbanna, 2016).
It is the fact that staff members are one of the vital parts in the hospitality industry as they
provide a friendly atmosphere to the customers, and even they help to develop the business value
within the market. The manager needs to understand the procedure of managing with the people
and the workplace. It is the fact that in the hospitality industry teamwork plays a vital role to
develop the value and understanding among the people. In this process, the managers should
effectively communicate with the staff members and motivate them for dealing with the situation
and offering the best service to the customers (Bravo, Buil, de Chernatony, & Martinez, 2017).
The manager of Grand Park Orchard Hotel also utilises the process like motivating the staff and
communicating with them for delivering the quality service to the customers. The employees can
be motivated by effectively communicating with them where the open-door policy is highly
effective for the growth of staff members.
Grand Park Orchard Hotel utilises a various process that helps them to deal with the working
function and the activity of the people associated with the firm. In the hotel industry, the way of
communication is crucial for encouraging staff members to perform their work. The quality of
service is effectively developed by the staff members with their behaviour and their
communication with the consumers and for that the management needs to keep their staff active
and motivated for dealing with any circumstances that might take place within the hotel premises
(Kruesi, Kim, & Hemmington, 2017). In this process the open, as well as the candid
communication, allow the management team to perform their activity within the field.
Sometimes the feedback allows the staff members to understand their drawback and this help
them to enhance their value and their working function within the market. The feedback of the
customers and the operational value of the firm effectively show that the organisation Grand
Park Orchard hotel have to maintain their staff in the most effective way (Brown, Rovins,
Feldmann-Jensen, Orchiston, & Johnston, 2017). It supports the entire business to value their
operational activity and provide the customers with some of the best working function within the
market.
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Managing the people within the workplace also need effective management skill along with
suitable leadership activity. In the hospitality industry, a worker needs to maintain their anger
and their anxiety while communicating with the clients as they will face numerous types of
customers and they have to deal with them with full positive vibe and understanding (Kim, Lim,
& Brymer, 2015). Grand Park Orchard Hotel maintains its workforce and encourages them for
providing their best skill within the market which allows the firm to hold their position and their
value. In most of the situation, it can also be seen that the activity of the firm is to deal with the
situation and provide the valuable activity for analysing the business process and the developed
the value of the firm. One of the most effective values for the managers is to learn the way to
listen to their staff members (Rather, & Sharma, 2016). This process is even applicable for the
staff members when they are dealing with the customers. Listening allows the people to
understand the need of the person and also it helps to develop suitable knowledge to overcome
any problematic situation within the market. In the process of managing the people and their
value, the entire activity of the firm is to develop the knowledge and skill for understanding the
people in the most suitable as well as effective way.
Demand and capacity management
Demand and capacity management within the service sector is highly essential to maintain the
activity and the valuable process of the firm. For the hotel industry, it is highly essential to
manage their capacity as well as the demand of the market so that the customers get highly
satisfied with the activity of the firm. It is the fact that in the service industry the service
provided by the firm cannot be stored as the inventory for the future use and for that the services
are considered as the perishable which makes the demand critical for the hotel industry (Gurvich,
Lariviere, & Moreno, 2019). The organisation in this situation can effectively develop some plan
and even strategy to manage the demand and the supply of service within the market. One of the
best ways that have been developed by the organisation to maintain their demand and supply
within the market is to expand their business process and deliver the best service quality to the
customers (Behrangrad, 2015). Numerous processes allow the firm to understand the impact of
lower demand or the capacity provided to the customers might lead to the downfall of the
business. The organisation Grand Park Orchard Hotel maintains its capacity by expanding the
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rooms and check-in facilities for the customers. In this process, the occupancy rate, as well as the
room rate, are effectively managed to maintain the capacity of the firm.
Grand Park Orchard Hotel due to their reputation as having a high demand within the market and
for that people come over and over to this hotel which eventually helps them to maintain their
capacity and provide the best service to the customers. Providing the proper capacity allow the
firm to develop their value and their understanding for maintaining the situation suitably and
effectively (Cachon, Daniels, & Lobel, 2017). The demand for the hotel rooms eventually
fluctuate according to the season, and for that, the management needs to analyse the entire
demand for enhancing their capacity management strategy for the firm. Proper planning, as well
as the suitable strategy regarding the capacity of the firm, support great working function to deal
with the situation and provide a suitable understanding within the field. In Singapore the tourism
activity is huge, and for that, the demand for hotel and service facilities are also high which
allow the management team to maintain their business value and their working function
effectively within the market (Kim, & Lee, 2017). In this situation, the management team
develops various strategies that allow them to deal with the situation and provide a suitable
working function effectively within the market. The situation is also clear that the business
activity of the firm is to maintain the demand decline within the market for developing the value
and the business process.
One of the essential functions of the firm is to analyse that each of the room within the hotel is in
proper service condition especially within the high demand period. It allows them to provide
their best service to the customers and also maintain the capacity along with the occupancy rate
of the business. The organisation Grand Park Orchard Hotel always provides the highest facility
and prior service to their regular guest and the longer staying guest within the hotel (Sheikhi,
Rayati, Bahrami, Ranjbar, & Sattari, 2015). It allows them to maintain an effective relationship
with the customers and also maintain the demand flow within the market. The service provided
by the business is directly associated with the demand of the firm as customers mostly prefer the
place which provides valuable service and have the capacity to maintain their guests (Miclo,
Lauras, Fontanili, Lamothe, & Melnyk 2019). The demand for a hotel in Singapore has
developed an effective value for dealing with the situation and maintaining the essential working
function in the market. For the hotel sector, this process allows the managers to develop their
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understanding and their worth within the market where they have the ability to hold a capacity of
the service sector within the market.
Conclusion and Recommendations
The organisation Grand Park Orchard Hotel maintains its service quality to maintain their
demand and capacity with the business with the help of managing people and customers. It can
be concluded from the paper that the service sector needs to develop its value by the help of
quality for maintaining the satisfaction level of the customers. It is also concluded from the paper
that the hotel management manage their staffs as well as the capacity and the demand of hotel
service and facilities to develop their market share. The organisation needs to develop its value
for dealing with the numerous situations that primarily associated with high demand according to
the season as Singapore is one of the best tourist places. It is highly recommended that the
organisation needs to develop a suitable and effective strategy for maintaining their room
services and their priority towards the guests. It is also suggested that the organisation should
allow the pet also to attract animal lovers and get their attention towards the hotel service for
enhancing their market.
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