Hospitality Management and Service Delivery

Hospitality Management and
Service Delivery

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
RECOMMENDATION.................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality management is defined to the application of structure leadership and
management concepts in areas of guest services, dinning and accommodation (Ariffin and
Maghzi, 2012). It starts from largest hotels to smallest cafeterias which comes under hospitality
management. Service delivery is regarded as part of hospitality sector that involves operations
and process to meet need and demand of consumers for satisfying them. It has two procedure
such as back and front. It is very important to maintain proper management and service delivery
at hospitality sector for positive outcomes. The given assignment is based on Caenshill Hotel
which is three start hotel located at United Kingdom. It has developed loyal customer and solid
base in order to meet need and demand of consumers in an effective and efficient manner. From
last two year it is facing issues in terms of meeting consumer need and demand where many
complaints has been made by users. This report includes key elements and challenges of
operational management in Hospitality, Tourism and Events sectors. The management theories
and models of delivery of service along with tangible and intangible elements are discussed. It
has highlight about performance of operational staff and communication.
MAIN BODY
The report is based upon Caenshill Hotel which is independent three star hotel that is
located at Southern on Sea, United Kingdom. From last 15 years, it is doing business and has
developed loyal customer and solid base along with received good reviews that assist new
consumers to avail restaurant and hotel. From last 2 years, complaints has found where negative
review has published at website. The issues are related with inconsistent services, slow food
delivery and during occasions services was rushed. Customers are disappointed with such
services and food served are too cold. In context of hospitality sector, various aspects are
discussed related with respective hotel. They are as follows:
Operational management is defined as organising, planning, supervising processes and
making required improvements to gain high profitability (Crawford, 2013). The various key
elements of operational management in hospitality, tourism and events environments are as
follows:
Elements of Operational Management in Hospitality

Front Desk Services- It is the important elements in respective industry as guests,
consumers whoever comes has to do interaction with front desk services. Each and every details
has to be provided by such department to their visitors in proper manner.
House Keeping- The guests should be provided with clean, safe and hygiene room
(Kapiki, 2012). Housekeeping department is responsible for overall cleaning within a room that
starts from cleanliness of sheets to keeping toiletries stocked.
Elements of Operational Management in Tourism
Food and Beverage- This is the element of operational management in Tourism that
involves in processing raw food materials, distributing and packaging them. It includes prepared,
fresh and packaged foods, non-alcoholic and alcoholic beverages.
Lodging- It is defined as rent of short term dwelling. The guests who are arriving from
various places has to be provided with lodging facilities in an effective and efficient manner to
achieve goal and objectives in an effective and efficient manner.
Elements of Operational Management in Events
Planning- For events, it is very important to plan each and every activities and things in
an appropriate manner to gain positive outcomes (Langvinienė and Daunoravičiūtė, 2015). It is
considered as elements of operational management in context of events to accomplish goal and
objectives.
Organising- The planned things need to be organised in proper way so that events can be
conducted successfully without arising of any issues or problems to gain positive outcomes.
Therefore, it is very important to have good operational management in hospitality,
tourism and events in order to achieve goal and objectives in an effective and efficient manner to
gain positive results.
It is not easy to manage hospitality sector as number of problems has to be faced by
managers at market. Hospitality industry is regarded as fastest growing sector in world which is
characterised through continued advancement in technology. As innovation in technology leads
to improve business, customer experience and efficiency. Some of the challenges and current
issues facing management in context of Hospitality, Tourism and Events sectors are described
below:
The Constantly Changing Expectations of Customers- Consumer is regarded as king
in hospitality or tourism or event industry as a whole. Main purpose is to keep their consumers