MNG00441: Hospitality Service Management - Analysis of Key Issues

This report provides a comprehensive analysis of hospitality service management, focusing on the impact of hospitality organizations, the balance between service quality and productivity, and the benefits of technology. It identifies and discusses critical points of service, the utilization of 'Service Scape,' and emerging issues such as the influence of multiple cultures and modernization. The report also addresses current challenges including competition, customer retention, changing food habits, and employment issues within the hospitality sector. Referencing multiple articles on customer satisfaction, service quality in casinos, and technological innovations, it offers a holistic view of the factors influencing hospitality management today. Desklib offers a wide array of solved assignments and past papers for students.

Hospitality Service Management
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Table of Contents
3.1 Impact of Hospitality Organizations......................................................................................................2
3.2 Balance of Hospitality Organization on the quality of its service and productivity...............................2
3.3 Benefit of Hospitality Organization from the use of technology...........................................................2
3.4 Four current issues that would impact on Hospitality Organizations.....................................................3
3.5 Identification and Discussion of the critical points of one service of the Hospitality Organizations and
its Importance..............................................................................................................................................3
3.6 Utilization of ‘Service Scape’ in Hospitality Organization....................................................................4
3.8 One Emerging Issue from Reading 1 and Explanation of the Issues related to the Hospitality
Organization from the other two Articles....................................................................................................4
References...................................................................................................................................................5
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3.1 Impact of Hospitality Organizations
The Readings from chapter 8, had explained the contentment of the customer and its effect on
the hospitality and tourism business. It also described the ideas and investigated its significance
to the overall facilities and especially the hospitality and tourism facilities (Pizam et al., 2016).
The article also presented the complete research of the present online services and methods
available for determining the contentment level of the customers.
The Readings from chapter 9, had pointed out the methods for creating and maintaining the
quality of the facilities to retain the customers and set up competitive benefits in the casino
business. It also examined the rapport among the quality of the facilities in the casino, player
zones and reliability of the customers in the Asian casino (Prentice, 2013). Moreover, this
Reading had shown that players from various zones of the casino have different opinions about
the quality of the facilities.
3.2 Balance of Hospitality Organization on the quality of its service and productivity
It is important to note that the development of the services and products offered in the hospitality
industry helps in enhancing the overall customer's experience level which finally increases the
profitability of the organization. It is crucial for the organizations operating in the hospitality
sector to understand that the development and offering of the superior quality of services to the
customers help in retaining their old customers as well as attracts new customers which increases
the productivity and finally increases the profitability of the organization (Kandampully et al.,
2015). The enhancement of the superior quality service facilitates the growth of the firms in the
hospitality industry. Therefore, maximizing and enhancing the quality of the services delivered
to the customers will balance the growth of the fir by bringing more number of customers
towards it.
3.3 Benefit of Hospitality Organization from the use of technology
The Readings from chapter 11, had explained the effects of technology on the facilities of the
customers and carried out two ways: by requesting them to stand in a queue and by giving them
the chance to book the rooms in advance. Queuing method had helped to solve the problem of
inadequate management of the customers standing in line (Lovelock et al., 1998). Improved
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reservation process had allowed the customers to book their rooms in advance and receive the
facilities at a particular time.
The Readings from chapter 12, had described the influence of the new technical inventions on
the range of outreach of the hospitality facilities to the customers. This study had found two
aspects that is the position of the facility provider and direct or indirect process of delivering the
facilities to evaluate the customers (Khan, and Khan, 2009). It became evident that the growth of
the technology had created many new facilities in the hospitality areas.
3.4 Four current issues that would impact on Hospitality Organizations
The four current issues of Hospitality Organizations are as follows:
1. Competition – One of the significant problem of the hospitality industry was the rate of
development, and as a result, the competition has also increased. About 60% of the
hospitality firms had faced loss due to the competition in 2017.
2. Retention of Customers – The competition had a massive effect on the capability of the
hospitality firm to draw attention and maintain their customers.
3. Change in Food Habits – Change in food attitudes had led to the loss of profits of the
hospitality firms last year. The once favorite dishes are liked by the customers anymore.
4. Employment – Hiring best employees is an issue for every company and specifically the
hospitality firms. The problem of employing and maintaining the employees is an issue
faced by nearly 60% of the owners and senior executives of hospitality firms.
3.5 Identification and Discussion of the critical points of one service of the Hospitality
Organizations and its Importance
In the hospitality firms, the achievements or failure of the companies and places depends on the
services. Some companies continually offer the high level of facilities to the customers. Giving a
better quality of facilities to the customers makes a strong customer relation which is an essential
factor for any hospitality firms. Looking after the customer is the core of the hospitality industry.
The hospitality firms need to realize and fulfill the demands and the expectations of the
customers (Deery, and Jago, 2015). The facilities in these firms do not mean only the customer
service but also the non-customer facilities which ultimately adds to the experiences of the
customers. Competition is huge in the hospitality companies which sometimes makes the
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customer facilities unreliable. The hospitality firms had admitted the customer facility had
provided them the competitive benefits. Services in the hospitality firms are very vital and most
perceptible factor for research.
3.6 Utilization of ‘Service Scape’ in Hospitality Organization
Servicescape is the model which is developed by Booms and Bitner for emphasizing the impact
of the physical surroundings in which the execution of the service procedure takes place. It helps
in explaining the behavior of the respective people within the concerned service environment and
helps in achieving organizational goals for the organization (Radojevic et al., 2015). In the
hospitality industry, the customer service environment is supposed to be the first aspect that
pleases and enhance customer's experience and thus, the effective use of Service Scape will help
in enhancing the overall experience of the concerned customers to form the higher level of
impressions on them. Moreover, the Servicescape includes the facility's exterior environment
like the design, signage, surrounding environment and the parking which generates great impact
on the customers visiting that place.
3.8 One Emerging Issue from Reading 1 and Explanation of the Issues related to the Hospitality
Organization from the other two Articles
One of the emerging issues from the Readings from chapter 1 is the problem of multiple cultures
and modernization (Ryan, 2015). This factor helps to develop and realize the effect of numerous
cultures and modernization on the administration of the hospitality firms and specifically on the
communications about the facilities between the staffs and the customers.
The Article 8 had investigated its significance to the overall facilities given to the customers of
the hospitality firms. The study also points out the online services and methods available for
determining the contentment level of the customers.
The Article 12 had described the influence of the new technical inventions on the hospitality
facilities provided to the customers. This study had found two aspects that is the position of the
facility provider and direct or indirect process of delivering the facilities to evaluate the
customers.
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References
Deery, M. and Jago, L., 2015. Revisiting talent management, work-life balance, and retention
strategies. International Journal of Contemporary Hospitality Management, 27(3), pp.453-472.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), pp.379-414.
Khan, M. and Khan, M.A., 2009. How technological innovations extend services outreach to
customers: The changing shape of hospitality services taxonomy. International Journal of
Contemporary Hospitality Management, 21(5), pp.509-522.
Lovelock, C.H., Patterson, P.G. and Walker, R.H., 1998. Services Marketing: Australia-New
Zealand.
Pizam, A., Shapoval, V. and Ellis, T., 2016. Customer satisfaction and its measurement in
hospitality enterprises: a revisit and update. International Journal of Contemporary Hospitality
Management, 28(1), pp.2-35.
Prentice, C., 2013. Service quality perceptions and customer loyalty in casinos. International
Journal of Contemporary Hospitality Management, 25(1), pp.49-64.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management, 51, pp.13-21.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management, 27(3), pp.340-361.
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