Hotel Operations : Services

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Hotel Operations

Hotel Operations 1
Contents
Menu design..........................................................................................................................................2
Service style..........................................................................................................................................7
Dining room décor.................................................................................................................................7
Food style..............................................................................................................................................8
Target market........................................................................................................................................8
Marketing..............................................................................................................................................9
Latest trends in the industry...................................................................................................................9
Design, décor and menu features.........................................................................................................10
Room services.....................................................................................................................................11
References...........................................................................................................................................12

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Menu design
ALA CARTE
Starters
Mango tofu $6.99
(Mango pulp enriched with the coconut milk)
Kakori Kebabs
$8.99
(Meat spruced with some chaat masala and served with fresh mint chutney)
Spring roll $8.99
(Thin pastry with the noodles inside)
Vegetable Snow $11.99
(Various vegetable with the authentic taste of the herbs)
Mains
Roti Canai $5.99
(Homemade crispy Indian style pancake served with curry chicken and potato dipping sauce)
Plain Hainanese rice $12.99
(Rice with the chicken fats)
Paneer butter masala with two chapattis $13.99

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(Cheese cooked in gravy and topping with butter)
Adrak gobi achari with two naan $10
(Cauliflower with spices and ginger)
Desserts
Kheer $5.99
(Rice cooked in milk and topping by safron)
Kulfi $7.99
(Flavoured milk freeze in the form of ice cream)
Fresh baked Malaysian green tea cake $8.99
(cake flavoured with the green tea)
Apan balik $5.99
(Buttery pancake in the thick and thin form)

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BUFFET
Savoury Dishes
Three kind of vegetable with curry sauce $9.99
(Seasonal vegetables served with the curry sauce)
Caprese Panini $9.99
(Fresh tomatoes, basil, red onion, balsamic glaze)
Mediterranean chicken salad sandwich $9.99
(Homemade chicken salad, arugula, cardinal bakery and greens)
Stewed chicken $12.99
(Crispy skin smothered in the thick salty sauce)
Grilled Chicken Caesar $13.99
(Chicken seasoned with salt and pepper, tossed with Caesar dressing)
Mamak Taro Shrimp $7.99
(Shrimp wrapped in taro paste, golden fried served with dips)
Plain Hainanese rice $12.99
(Rice with the chicken fats)
Desserts
Gulab Jamun $ 4.99

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(Made from all-purpose flour with the rose water and cardamom)
Rasmalai (2 pieces) $6.99
(Soft cheese balls immersed in the creamy milk)
No bake Oreo cookie cheesecake $8.99
(Cheese cake with the Oreo abstracts and topped with chocolate Ganache)
Cruelty free double chocolate vegan cookies $7.99
(Vegan cookie with the ground flaxseed)
Vegan chocolate brownies $8.99
(Vegan brownies with almond nuts)

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TABLE D’HOTE
Starters
Satay beef $9.99
(Beef flavoured with garlic and ginger)
Vegan Jamaican Jerk Rasta Pasta $7.99
(Best vegan pasta with the Jamaican herbs)
Mains
Deliciously seasoned roasted winter vegetables $9.99
(With Couscous & Kalamata olive sauce)
Tuscan salad $6.99
(Homemade chicken salad, diced tomatoes and sliced almonds)
Desserts
Wickedly Nutritious Choco pie $7.99
(Enriched with energy constituents, graham cake is the main ingredient)
Light ice cream $8.99
(Ice creams with fruits)

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Service style
The service style to be offered by the hotel will comprise:
Silver service: The silverware will be used for serving food. It reflects the fine dining to be
offered by the hotel. The silverware requires high investment with the maintenance cost. All
the tables will be set with the authentic silverware. The food is already portioned into the
silver from the kitchen. This service is always done from the left-hand side to the guest. The
silver service comprises the mastering technique of utilizing service gear detained in the right
hand to transfer items to the plate of guests from the service dish held in the left hand. The
silver service is the most respected and admired service and is considered as a ‘bar’ set for
dining globally. The service in the silver service continues clockwise. The plates and glasses
are cleaned from the right. The atmosphere is focused more on the silver service offered. The
temperature of the plates is cooled or heated as per the type of food being served and the
guidelines of the chef. The water and wine glasses persist on the table throughout the whole
meal. Just the sherry glass is removed (Albayrak, Caber & Oz, 2017).
American service: Another service style to be offered by the hotel will include American
service. It is the most common and broadly accepted type of service. The food is prepared
and pre-plated in the kitchen by chef and then served to the guests by the servers. The food is
served from the right-hand side of the guests. The service staff for the American service is
required to be skilled in carrying plates without interrupting the food organized. The
American service is a fast service and involves carrying 2-3 plates in the left hand and 4
plates in the right hand at the same time.
Russian service: The display and presentation are focused more in the Russian service. There
is one server on one table. The Russian service is also known as platter service. It includes
the use of silver service ware. Just one server is required in this service and no extra space is
required for the special equipment (Beerli-Palacio, Martín-Santana & Román-Montoya,
2020). The Russian service generally includes a complete roast which is taken back to the
service staff and then served to the guests.
Dining room décor
The dining room décor will be a major component of the hotel. It defines the
atmosphere for the guests’ dining experience and differentiates from the competitors. Other
than the restaurant seating layouts will follow the government regulations, lodge appropriate

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capacity and will also work on the floor plan. More focus will be given on selecting furniture.
The furniture will be chosen in order to offer a fine dining experience (Buhalis & Leung,
2018). The hotel will choose unique furniture to enhance the experience of the guests. The
guests nowadays expect to have a high-quality dining experience from food to furniture. The
floating tables will be used and seats will be majorly seen in the middle of dining rooms.
Other than this, there will be different lighting in the dining hall. The ambient lighting has
been chosen as a source of light in the dining room. It will enable people to view and move
around straightforwardly and comfortably. The lighting has a great role in making overall
experience. The guests will be made comfortable by offering a comfortable space.
Food style
The hotel will provide food that will tend to be presented as more upscale like
gourmet bread and organic ingredients. There will be an open kitchen as it is more popular
nowadays. The customers can view the food while cooking in the open kitchens. Panera
bread is going to be the speciality of food being offered by the hotel. Other than these classic
cuisines and individualized cuisines will be provided by the hotel. The hotel will even offer
table service and non-disposable dishes. The food to be offered by the hotel will be finest
with efficient service and atmosphere. The hotel will be unique in terms of providing fine
dining (Lee, Lee & Neilson, 2018).
Target market
The hotel will have a different target market by targeting the requirements of the
guests. The hotel will count itself as a luxury brand and will be designed to target customers
who pursue a moderately and luxurious atmosphere while their accommodation (Aliyu &
Murtala, 2017). Such customers are majorly around the age of 30s who earn more than the
average income and travels on a regular basis for the business purpose. Moreover, most of the
customers targeted will be individualistic, erudite and self-defined travelers who are
anticipated to spend more money on the accommodations during the business trip. The hotel
will have the purpose to offer guests an elegant atmosphere to enable customers to feel
affluent and contented without any interruption (Zlateva, 2018).
The hotel will also target the customers pursuing high standard catering and cuisine in
the hotel. The hotel will offer authentic cuisine with local ingredients and old culinary skills.
There will be certified chefs offering the best dining experience to the guests. On the other

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hand, the hotel will also target the customers as per geographical and personal characters.
According to this, there will be two types of customers, potential and current. The current
customers will be the customers who will be taking service at the present (Godnov & Redek,
2018). Whereas potential customers are expected to avail service in the coming period of
time. The hotel will appeal to more customers by offering the appropriate prices and
collaborating with the agencies suggesting hotel services. The hotel ensures to offer
outstanding customer service experience to the target market.
Marketing
The hotel will make use of the online marketing strategy which will maintain brand
value. The hotel will formulate the precise business necessities of hotel operations. The hotel
is going to target distinct visitor segments by assisting their needs. The hotel will make use of
harmonizing and well organized comprised of communication strategies. The hotel will
increase the number of guests by following distinctive marketing. It will be geared up by
information and analytics. The quality-driven model will be used to build up the value and
standards of loyal guests. Coordinated marketing will be used by the hotel for regional
programs. Other than this, corporate marketing management will have a great role in the
advancement of the brand and promotional marketing campaigns (Lee, et al. 2016).
The hotel will operate majorly in luxury and upscale. The hotel is looking to break the
stereotypes and positioning of the brand than just a hotel stay. The hotel will provide a
differentiated experience that will be coupled with the loyalty programs. It will assist the
hotel in an increasing number of repeated customers along with the brand values. The direct
marketing will be used by the hotel to target various corporate companies and such
companies will be provided with information concerning the hotel. The PR agency will have
a great role in griping all aspects of direct marketing (Varsanis, et al. 2019).
Latest trends in the industry
The trends in the hotel industry change on a constant basis. The industry is growing with
the technical advances and assortment of customer needs. The latest trends identified in the
industry have been mentioned below:
 Adaptation to the technological trends: Most of the guests use smartphones so hotels
nowadays are required to maintain mobile apps and websites. So that guests can

Hotel Operations 10
explore the offers and the amenities. The hotels are even required to update with the
technology trends taking place in the recent scenario (Gustavo, 2019).
 Mobile-friendly website: It has become dynamic for the hotels to make a website
mobile-friendly. Google also promotes to the user-friendly websites by awarding to
the websites with the higher rankings. The mobile-friendly website has a great role in
promoting customer engagement which automatically results in higher conversions.
 The mobile key technology is also one of the leading trends in the hospitality
industry. This technology provides a hassle-free experience to the guests (Pereira-
Moliner, et al. 2016). The mobile check-ins enhance the guest experience. It also
enables reception personnel to do other persistent matters.
 Automation with the cloud services: The automation enhances the hotel operations by
enabling increased bookings and better maintenance of payment card industry
compliance along with lessening work pressure. This way, hotels can run operations
by a single dashboard enabling hotels to efficiently manage reservations and
allocating rooms. It increases overall security (Kim, et al. 2018).
 Multilingual services attracting to the international cultures: The global inbound travel
has been progressed. The arrival of global travel, the hotels serve to the guests
speaking various languages (Viglia, Pelloia & Buhalis, 2018). The hotels modify to
the hotel experience with the specific cultures and exclusive requirements of global
guests.
 Social media promotions: The social media provides an easy way for the customers to
share their experiences concerning recent trips. It is a great method of promotion for
hotels. The hotel can make an effort to review its presence on platforms like Yelp,
Oyster, Trip Advisor, Instagram and more (Lee & Cheng, 2018). The hotels can also
feature the images and tweets of the guests on their website.
Design, décor and menu features
The hotel design will comprise the back end and front-end services. The front-end
services come in direct contact with the guests like sales, marketing, and service departments.
The front-end services will form a seamless integration to provide harmonized and fast
service. Reception, restaurant areas, waiting areas, salons, shopping areas, conference rooms,
guest rooms, and swimming pools will be the major concern for the front-end service of the
hotel (Kuhn, et al. 2018). On the other side, back end services which make up the design of
hotel are kitchen, garbage loading areas, garbage dispatch, laundry rooms, furniture stores,

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boiler rooms, power back-up areas, personnel changing rooms, hotel staff areas, management
office areas, security monitoring rooms, intercom and server rooms and more (Zaitseva, et al.
2017).
The hotel will focus on the local art for the décor. It will enhance the
perception of the guests for the place and form a genuine experience. There will be
fancy and luxurious furniture. The rooms will be decor with wall paintings. The lights
will illuminate the paintings. Every room in the hotel will be equipped with a different
theme and decorative items (Xu, 2019).
The menu represents the hotel. It even contributes to the dining experience of the
guests. The menu of the hotel will be categorized into different courses. Every course will
also have a choice so that guests can make a choice from a variety of dishes. The menu will
content to the guest’s appetite and will please them with different options. The dishes
constituting a meal will be balanced. There will be a light meal course to the main dish and
followed by different desserts and fruits (Oggionni & Kwok, 2018).
Room services
The hotel will definitely provide room service as it has a great role in enhancing the
experience of the customers during stay. The room service is added to the comfort of the
guests. The guests also seek a hotel with room service for necessity and luxury. This service
will enable guests to have food and drink in the room for consumption (Xu & Li, 2016). The
hotel will provide room service for 24 hours. The guests will be offered high quality and
room service menu. The breakfast is one of the significant meals to be provided in the room
service. The hotel can attain popularity by offering complimentary breakfast. The hotel will
take the room service to the next level through the menus featuring the local delicacies and
unique options (Nikolskaya, et al. 2017). The hotel will even go the extra step by delivering
food in the theatrical experience. The hotel will make use of social media to expose its room
services. It will help the hotel in appealing to the customers who believe in attaining
information through social media. It will take the hotel to the next level by featuring local
delicacies.

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References
Albayrak, T., Caber, M., & Oz, E. K. (2017). Assessing recreational activities’ service quality
in hotels: An examination of animation and spa & wellness services. Journal of
Quality Assurance in Hospitality & Tourism, 18(2), 218-234.
Aliyu, F. L., & Murtala, M. A. (2017). Investigation into the relationship between socio-
economic background of customers and their satisfaction of banquet services offered
in hotels in Kaduna, Nigeria. IOSR Journal of Humanities and Social Science, 22(12),
1-8.
Beerli-Palacio, A., Martín-Santana, J. D., & Román-Montoya, C. (2020). Complementary
services at hotels in accordance with their pricing strategy and the price sensitivity of
tourists. International Journal of Hospitality Management, 87, 102458.
Buhalis, D., & Leung, R. (2018). Smart hospitality—Interconnectivity and interoperability
towards an ecosystem. International Journal of Hospitality Management, 71, 41-50.
Godnov, U., & Redek, T. (2018). Good food, clean rooms and friendly staff: Implications of
user-generated content for Slovenian skiing, sea and spa hotels’
management. Management: journal of contemporary management issues, 23(1), 29-
57.
Gustavo, N. (2019). Trends in Hospitality Marketing and Management: facing the 21st
century challenges. In Handbook of Research on Entrepreneurship and Marketing for
Global Reach in the Digital Economy (pp. 311-337). IGI Global.
Kim, C. S., Bai, B. H., Kim, P. B., & Chon, K. (2018). Review of reviews: A systematic
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Kuhn, E., Haselmair, R., Pirker, H., & Vogl, C. R. (2018). The role of ethnic tourism in the
food knowledge tradition of Tyrolean migrants in Treze Tílias, SC, Brazil. Journal of
ethnobiology and ethnomedicine, 14(1), 26.
Lee, S. H., Lee, J., & Neilson, S. M. (2018). Exploring guest preferences of breakfast menu:
conjoint analysis. Journal of culinary science & technology, 16(2), 149-164.

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Lee, S., Honda, H. C., Ren, G., & Lo, Y. (2016). The implementation of green tourism and
hospitality. Journal of Tourism and Hospitality, 5(4).
Lee, W. H., & Cheng, C. C. (2018). Less is more: A new insight for measuring service
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Nikolskaya, E. Y., Pasko, O. V., Volkova, I. A., Dekhtyar, G. M., & Lebedeva, O. Y. (2017).
Boosting the competitiveness of hotel business operators in current
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Pereira-Moliner, J., Pertusa-Ortega, E. M., Tarí, J. J., López-Gamero, M. D., & Molina-
Azorin, J. F. (2016). Organizational design, quality management and competitive
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Varsanis, K., Belias, D., Kakkos, N., Chondrogiannis, M., Rossidis, I., & Mantas, C. (2019).
The Relationship Between Service Quality and Customer Satisfaction on Luxurious
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Xu, X. (2019). Examining the relevance of online customer textual reviews on hotels’
product and service attributes. Journal of Hospitality & Tourism Research, 43(1),
141-163.
Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward
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management, 55, 57-69.
Zaitseva, N. A., Somova, T. G., Larionova, A. A., Gornostaeva, Z. V., Eliseeva, O. V.,
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Journal of Analytical Chemistry, 12(7b), 1183-1191.

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Zlateva, N. (2018). The Routledge Handbook of Consumer Behaviour in Hospitality and
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