Reflective Essay on Service Operations and Functions of Harbor Rocks Hotel

This reflective essay discusses the front and back stage operations of Harbor Rocks Hotel in Sidney, Australia. It includes a flow chart of the operations, significance of service encounters, and analysis of managerial implications. The essay suggests the use of remote and indirect encounters for service improvement.

Assessment 2: Reflective Essay

Table of Contents
Introduction......................................................................................................................................3
Flow Chart of Backstage and Front Stage Operations of the Business...........................................4
Discussion........................................................................................................................................5
Flowchart.....................................................................................................................................5
Front Stage Flow Chart................................................................................................................5
Back Stage Flow chart.................................................................................................................6
Significance of the Service Encounter.............................................................................................6
Analysis of Managerial Implications...............................................................................................7
Conclusion.......................................................................................................................................8
Reference.......................................................................................................................................10
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Executive Summary
This is a reflective essay on the service organization operations and functions. This paper deals
with the service operations and functions of Harbor Rocks Hotel in Sidney, Australia. The flow
charts of the front and back stage operations in the business have been provided along with the
explanation in this paper. The factors and activities involved in the front and back stage of the
service organization like Harbor Rocks Hotel have been discussed with insight. There are various
service encounters in a hotel business. All kinds of service encounters have been analyzed and
the appropriate types for the hotel industry have been suggested. The managerial implications as
well as their role and responsibilities have been focused in this essay. The opinion, suggestions
of the essay writer is important to be noticed.
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Introduction
Harbor Rocks Hotel is a very beautiful and famous hotel in Sidney, Australia. It is popular for
many travelers across the world. It offers the visitors a fascinating glimpse of the past of Sidney
and possesses a unique base to explore the city as the hotel building has a historic charm. Sofitel
founded it in the year 1989 in Sidney. The building is yet known as ’Evans’ stores’ and since the
time it was founded it has undergone many changes. In this paper, I have discussed the front and
back stage activities of Harbor Rocks Hotel in Sidney. The significance of the service encounters
as well as the analysis of managerial implications of the organization also have been discussed
and highlighted. The hotel has been efficiently running the business and satisfying their guests
for years. Still they need some rectification and modification in the service providing. Using
remote and indirect service encounters can be beneficial for this.
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Front Stage Operations Back Stage Operations
MakingReservation
Check In, Admission
Waiting Area
Room Allocation
Service attendance and
Discharge
Phone Call attendance
Filing customer and guest
information
Cleaning and House keeping
Post Operation Activities
Managing Customer
feedbacks
Flow Chart of Backstage and Front Stage Operations of the Business
Fig 1: Flowchart linking the front Stage and back Stage operations of Harbour Rocks Hotel
Source: (Created by Author)
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Discussion
Flowchart
The standard of the service, culture, the expectation of the visitors, and the power of the
competitors influence to design and develop a flowchart. The needs of the customers should be
understood and create the services accordingly. The front and back stage flow chart regarding the
services of Harbor Rocks Hotel along with the significance of the Service encounter have been
analyzed in this paper. The offering process, limitation analysis and the cost for managing
quality standard in the hotel are included in the services. The flow chart is well established. The
front chart and back stage have proved to be helpful in maintenance and development of the
process so that the business objectives can be met (Lovelock and Patterson, 2015).
Front Stage Flow Chart
Harbor Rocks Hotel needs to use front stage flow chart foe dealing with the services and
information to the extent of international level and it must satisfy the requirements of the visitors.
The elements of the Front Stage services need to develop communication with the customers. A
healthy interaction with the visitors makes it possible to gather details about them. This
interaction leads to communicate with the departments of back stage to provide expected
services. The Front stage flow chart of Harbor Rocks Hotel includes making reservation,
gathering check-in details, waiting area plans as well as room allocation and operating the room
services, handling service attendance up to making record of thecheckout details. The office
members of Harbor Rocks Hotel are performing their duties following the determined standard
process to serve the customers and satisfy them to meet the professional goals(Wu, Hsieh and
Fang, 2015).
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According to the Flow Chart, the Harbor Rocks Hotel, which is the service organization, is
making decisions depending up on the information and detail received from the front stage.
Based on the information and details about the customers from the front stage, the back stage
develops and decides the services for to offer the customers. The process in this kind of flow
chart helps the service organization and its management to perform the activities of services by
arranging the resources (Zhao,Yan and Keh, 2018).
Back Stage Flow chart
Back Stage Process of a Hotel is a very important role that a service organization needs to
perform. The Harbor Rocks Hotel has to accomplish different types of services and operations at
the back stage departments. Taking phone calls, filling customer details, cleaning the rooms and
house -keeping, managing customers and meeting their needs are included in the back stage
activities. The post operational activities are also involved in it(Cho et al., 2016). The process of
the maintenance of the services and the implementations of the plans are proposed and directed
by the front-stage office desk.
It is clear from the above diagram that the various stages of front and back office operation of the
chosen service industry are interrelated and are executed by interrelated support. The
responsibilities are separate yet its execution requires shared approach (Treré, 2015).
Significance of the Service Encounter
Being an important service organization, the Harbor Rocks Hotel has been efficiently operating
the business as it has a standard quality of the services to offer to its visitors. This is how the
organization is able to sustain its position in the hotel industry. The trends and needs of the
potential consumers require to be anticipated properly for improving the services encounter by
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the management to achieve the competitive advantages. The feedback from the customers and
interaction with them has a significant influence on the process of making and providing the
standard services.Manytypes and forms of encounter with the top management officers and the
employees are involved in the service delivery by the organization. There are mainly three types
of service encounters in the hotel Harbor Rocks such as direct, indirect and remote encounters.
The decisions are made by the management regarding the resource arrangement, planning the
operations and functions and assigning the roles and responsibilities to the employees to meet the
goal of the organization by undertaking those encounters. Service encounters of the organization
and the maintaining the high quality service with timely delivery to the clients have a good
relation between them. The service encountersare affected and challenged when the customers
make their demands unreasonably or employees behave unethically and dishonestly (Mair and
Hehenberger, 2014).
The remote, indirect and direct encounters are in use for the service management and planning
products. The remote encounters include the use of net banking, computer or other user-friendly
machine. The remote encounters are too much beneficial for the customers as in these types of
service encounters. (Jayasimha and Srivastava, 2017). The encounter quality can be assessed and
evaluated as well as modified to satisfy the expectations of the customers. Telephonic
conversations are included in the indirect encounter. In these encounters there is much scope for
assuring variability in the service providing and communication errors can be avoided.Harbor
Rocks Hotel has a preference for the indirect personal service encounter to assess and understand
the requirements of the visitors. They record those needs and modify their services accordingly.
The service encounters make the people and the organizations come closer and work together to
achieve the business goals. The behaviours of the employees and other participants can be
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coordinated by following up the rules and regulations to maintain the quality of the services as
well as the safety and security in the process. The service enquiries have important role to play in
the service encounters. The service encounters are very much significant in the hotel business
like Harbor Rocks Hotel. The proper using of remote and indirect encounters helps the business
to grow and get success and securing their position in the competitive market (Echeverri, 2017).
Analysis of Managerial Implications
The managerial implications refer to the various decisions made by the organization. The
organization can make to take actions by its leadership. The decisions can be expressed in the
forms of the documents and records. The results and the outcome of the organization can be
compared with the action standard by the managerial implications. It should focus on the records
and evidences provided in the report rather than the ways of implement the results (Kesavanand
Mascarenhas, 2015).
The service encounters determine the business of service in an organization between the
consumers and the employees. Ithink that the interactive process with the visitors help to explain
and analyze the needs and expectations of the visitors for modifying and managing the services.
The effectiveness of the services and the service providers are sure to be up-graded by those
interactive communications. The service organization like Harbor Rocks Hotel can develop their
guidelines regarding the human resources of the company and improve their standard of
performances and effectiveness with the help of such interactions with the visitors. (Cleeren,
Dekimpe and van Heerde, 2017). The hotel needs to monitor the service development process
and the operations so that it can create a good brand image. An effective management can play
this significant role. According to me, the managers should take the responses and reviews of the
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customers. The managerial prospective should listen to the needs and requirements of the guests
and they should be offered the additional services in order to uphold the management process of
the service organization. However, the Harbor Rocks Hotel is a famous hotel in Sidney and
possesses a good brand value. The quality of the services is also satisfactory for the guests for
ages. But according to my realization the organization has modify their encounter approaches.
The management approach is getting hampered by the encounter approach. The organization
must use the remote and indirect encounters more. Besides understanding the needs and demands
of the customers, the managers have to formulate the effective strategies so that the employees
become helpful, efficient and responsible to the process of service up-gradation process. After
analyzing the services and service processes I suggest that the managerial body of the Harbor
Rocks should focus on the interaction with the guests and the probable customers so that they
can meet the organizational goal and business objectives. The organization can achieve the
success by delivering the services in time and in positive manner. The use of remote and indirect
encounter like net banking, telephonicconversations are beneficial for the business. The proper
guidelines and the orders should be recorded by the managers so that the employees can follow
it.The business strategy and the managerial decision of the Harbor Rocks Hotel are quite
satisfactory and it is successful to give the business a good brand value. The selection of the
managers and duties aligned to them prove the insight of the wise authority (Belfioreet al., 2018).
Conclusion
This study has focused on how a service organization like Harbor Rocks Hotel in Sidney,
Australia can develop their services and its standards by satisfying the guests for the growth and
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prosperity of the business. The Front and back stage activities are very important factors to make
sure that the quality services are offered to the guests. This paper has mentioned and discussed
about the front and back stage activities that an organization like Harbor Rocks Hotel can follow.
The flow charts of the front and back stage activities have been explained properly. It has been
also discussed how a service organization like Harbor rocks Hotel can use the service
encounters. The remote and indirect type of encounters may be beneficial. A healthy
communication through interaction with the customers is much needed to get an idea about their
needs and preferences. The managerial implicationshave also been highlighted in this paper. The
role and the duties of the managers are important for creating the services of worth value. The
proper evaluation and monitoring of the performance of the staffs and the service processes is
mandatory for the progress of the hotel business. The Harbor rocks Hotel is successful in making
a good image among the travelers across the world. Only they lack the service encounter
approach which needs to be modified.
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