Hotel Management: Developing Service Operations

Hotel Management 1
Hotel Management: Developing Service Operations

Hotel Management 2
Executive Summary
The main purpose of the report is to analyze the performance of new service operation of
LOBBY AMBASSADOR in Singapore country and implement the suitable or corrective action
plans in order to improve the performance of the service operation. The actual performance
outcomes can be analyzed against the performance standards, like quality, accuracy, and service
delivery on time, service effectiveness, and others. The performance gaps were analyzed and
evaluated by comparing the actual performance outcomes with the standards or expected
performance service outcomes and corrective actions were implemented to improve the customer
service operation performance. Balance scorecard was used for the measurement of the service
operation performance plan on the based on four performance criteria including the financial,
customer service, learning and growth, and internal business processes.
Contents

Hotel Management 3
Executive Summary.....................................................................................................................................2
Contents......................................................................................................................................................3
Introduction.................................................................................................................................................4
Task 1 Develop Service Operations Plan that is lined with the Consumer-focused Strategy.......................5
Task 2 Communicate Service Operation Plan to Team...............................................................................8
Task 3 Analyze Performance Data against the Key Performance Indicators and Industry Benchmarks to
Ascertain gaps...........................................................................................................................................10
Task 4 Implement Corrective Actions to Improve Service Operations Performance.................................13
Conclusion.................................................................................................................................................17
References.................................................................................................................................................18

Hotel Management 4
Introduction
Developing the hotel service operation management plan is related to the better
management of operations and resources for different departments, entertaining the guests or
visitors by providing them better quality of hospitality services, and meeting the stakeholders’
expectations by continuous improvement of the service operations. This assessment discusses the
service operation plan aligned with the customer-centered strategy, communicating this service
plan to the team, analyze the performance of plan against the industry benchmarks or key
performance indicators, and finally, the corrective action will be planned and implemented for
improving the performance of the service operation. Lobby Ambassador is taken as new service
operation for my department in Singapore (Ford, Sturman, and Heaton, 2011).
1
1 Ford, R., Sturman, M., and Heaton, C. (2011) Managing Quality Service in Hospitality: How
Organizations Achieve Excellence in the Guest Experience. New York:Cengage Learning.