Holiday Inn Service Strategy Analysis

This assignment analyzes Holiday Inn's service strategy using a SWOT framework. It examines the company's strengths, weaknesses, opportunities, and threats within the hospitality industry. The analysis delves into customer interactions, service encounters, and their impact on customer satisfaction. The essay also includes a flowchart illustrating Holiday Inn's consumer behavior strategy and explores the front-stage and back-stage aspects of hotel operations.

RUNNING HEAD: Importance of Service Encounters and its implications 1
Service Encounter
{Importance and its managerial implications}

Importance of Service Encounters and its managerial implications 2
In any service industry, the experience that the customer has on the brand chooses its future.
Successful business benefit associations comprehend the significance of precisely checking and
overseeing consumer loyalty. Service encounter plays a significant role in the determining a
customer's satisfaction with the business. As the traditional view of service management and
design emphasize person to person interactions. The traditional approach focuses on the
encounters where the services are delivered to the customer. It understands non-innovative
standards like enabling the representative and knowing the customer. It de-underlines the
exercises or techniques that are elusive to the customer. This essay provides the flowchart of
services encounter in hotel industry which also includes the back stage and front stage distinction
in the hotel, explains the importance of service encounter in hotel and analysis the managerial
implications of services encounter in Holiday Inn.
According to Kim & Lee (2012), the flowchart is a strategy for speaking to the nature and
grouping of the distinctive strides engaged with conveying the administrations to the customer
and offers a simple approach to comprehend the totality of the customer benefit understanding.
This examination investigates more about the stream outline of administration process in Holiday
Inn. The following are the phases of the procedure.
Flow chart Hotel Holiday Inn Express
According to Lin & Mattila (2010), the customer takes after the course to the lodging as point by
point on the hotel website. Most of the supervisors in some lodging expressed that the majority
of the visitor not recalled print off the bearings from the site or overlook the confirmation letter.
Administration featured the importance of their employees being completely learning and
equipped for imparting to the customer. The next following stage of the process is important that
is check in. The customer will enter the gathering region with their luggage for check in. The
customer is met and warmly welcomed by the front house group. At this stage, the customers
may have experiences with the front office groups. At the front office, the customer gives their
detail and the assistant confirms their booking. In Holiday Inn, the staff gives the quick
administrations, well disposed and productive administrations. After the check in process, the

Importance of Service Encounters and its managerial implications 3
customer will have an extraordinary night rest to their superb sheet material to unload and
freshen up. At this progression, the customer may encounter various touch focuses on different
individuals from the Holiday Inn staff. At that point, the lodging gives all around composed
space to work and unwind. Customer may remain associated with their companion and family,
with complimentary in room Wi-Fi. Guest may appreciate to the offices that we had, for
example, complimentary Wifi, self-benefit business focus, exercise center with 24 hours get to,
self-benefit pantry, minimized meeting room, Grab and Go counter offering nibble and drinks
and candy machine. The check out stage is the last basic purpose of contact (Mok et al., 2013).
The customer touches base at the front work area and solicitations to be looked at. The
representative at the work area, for the most part, the front office secretary, will inquire as to
whether they make the most of their stay, from there on the assistant present an extraordinary bill
of the considerable number of charges and experience everything with the customer. In the case
of everything all together, the customer close the installment either with the charge card, money.
Once the installation is finished, we say goodbye the visitor. In this property, we do quick, well
disposed and supportive administration.
According to Noe et al. (2010), a focus on the administration experience suggests a sharp
qualification between the cooperations between the customer and provider which are part of the
service encounter and the other activities that go before it to make it conceivable. The front stage
portrays the interaction the customer or service encounter had with the service. The front office
staff provides the services in which they interact with the customers. The main responsibilities of
the front office staff of Holiday Inn are to maintain the front work area satisfactory with every
single essential material, welcome guest, answer inquiries and address protests, answer every
single approaching call and divert them, check, sort and forward messages, keep refreshed record
and documents and take up different obligations as allocated. On the other side, back stage is the
part of the service value chain that the service customer cannot see. The front stage objectives of
Holiday Inn are ease of use of administrations, responsiveness to customer, adaptability,
straightforwardness, and customization. On the opposite side, the primary objectives of back
stage planners are giving the effective administrations, profitability, institutionalization, and
adaptability to the customer (Palmer, 2010). Front stage and back stage is not a compositional
qualification, it is only a perspective and degree in an administration framework. Below is the
back stage flow chart of Holiday Inn.

Importance of Service Encounters and its managerial implications 4
In the flowchart of back stage, the employees in the Holiday Inn identify the process in order to
provide the services to the customer. The back stage determines the customer segment which
includes the customer requirements and the facility which was provided by the hotel. After
providing the service to the customer, Hotel analysis the process from the view of the customer
that the services offered to the customer is good or not, whether the customer is satisfied with the
services. The next step in the back stage process is to contact the employees by the manager and
explains the requirements of the customer to staff. The manager linked with the customer
activities in order to provide the directions to the back stage staff of hotel so that they can better
efficient services to the customers. Finally, the manager keeps a record of every customer action
as a feedback about the services offered them.
The other part of this essay explains the significance and importance of service encounter in
Holiday Inn Hotel. According to Polaine et al. (2013), in the flow chart, it represents the various
processes that that customer experiences in the wake of going to the Holiday Inn. Some of these
experiences would be straightforward including the customer like doing different administrations
gave to the customer. The organization needs to deal with the things viable keeping in mind the
end goal to guarantee that they need to improve the administrations encounters. They need to
plan this administration encounters such that they can change over nonpartisan passionate
IdentifytheprocessDeterminethecustomersegmentAnalysistheprocessfromcustomerpointofviewcontactemployeesonthebackstagelinkcustomersandcontactpersonactivitiestosupportfunctionsAttachevidenceofserviceateachcustomeraction

Importance of Service Encounters and its managerial implications 5
encounters of the customer while entering the premises to a positive one. The passionate
underpinnings of the administration experiences hold most extreme significance and must be
overseen appropriately with a specific end goal to make the administration encounter useful for
the customer. For instance, if the front office staff is not accessible to go to the customer, they
must be kept engaged with the things that they like so they don't construct negative emotions
about the environment. Numerous lodgings do this by having different excitement alternatives
for their customers like different FAQ handouts and having a match running on the television
close to the holding up range. This should be possible just we can comprehend different touch
focuses that the customer would collaborate with and the different situations liable to happen.
Another main consideration that is probably going to influence the consumer loyalty is that the
apparent control that the customer has on the procedures. Each and every service interaction is an
open door for the organization to depict their land and subsequently, we may state that every
positive experience that the customer must be strengthened with the brand picture in this way
making similar his most loved brand. One should make most extreme utilization of these
administration experiences in connecting with the customers and comprehend their necessities
and needs and outline the administration offerings likewise. This is a perfect stage for the
organization in getting the input from the customers and subsequently which can make the
fundamental spontaneous creations as and when required.
The last part describes the managerial implications of services encounter. As described above,
the organization should make utilization of these administration experiences in getting the clients
to their overlay. According to Sparks & Browning (2011), the managerial implications that these
experiences can have may specifically influence the return on investment and the piece of the
overall industry as it straightforwardly impacts the customer’s decision of a brand. In terms of
facilities, most of the present day hospitals may be one and the same as it is just the way the
service is being offered that matters. One needs to recognize different administration
collaborations that the customer will have amid an exchange and distinguish what all can
influence the customers in a negative way. Enhancements must be ensured that the customer is
made mindful of the culmination of the procedure, the span, and different strides previously had
to stay away from any equivocalness. This factor can help them in reducing the cost and exertion
as the quantity of revamps when there is no vagueness is far less and this would likewise
enhance the consumer loyalty. These experiences likewise might be utilized by the organization

Importance of Service Encounters and its managerial implications 6
to up offer different administrations that they offer. There has been sufficient and more
frameworks and checks created by the associations with a specific end goal to deal with the
request and the supply needs of the association however next to no exertion has been put to
making them viable by adding the mental measurement to the same (Szende & Dalton, 2015).
Even the internal transactions where the customers are not directly involved but forming an
essential part of the whole service process has to be taken into consideration so that the overall
service experience is pleasant and streamlined. Hotels these days have been spending a huge
budget of promoting their brand through various mediums as if they manage to get their service
piece right can get to the top of the mind of the customers with minimal costs and that too for a
long time. SWOT analyses are helpful in determining the analytical framework that assesses
what a company can be used in the business. Below is the SWOT analysis of Holiday Inn which
shows its overall framework:
Strength:
Offer extensive variety of hotels
High brand review and comprehensible
because of magnificence publicizing and
advancement
Parent organization had a high brand an
incentive
Weakness:
Make an effort to raise the entrance in the
rising economies
Large number of contenders which implies
restricted piece of the products
Opportunity:
Travelers searching for new destinations
Occasional offers to the customers
Threat:
Expanding cost for operations which in a
roundabout way influencing inn rates
Decrease in tourism industry because of
disastrous events.
Extreme rivalry internationally from
prestigious and nearby Holiday Inn
Conclusion
From this study, it has been concluded that the customer loyalty and offer good quality services
quality are the main factor that determines the analytical business framework. This essay shows

Importance of Service Encounters and its managerial implications 7
the flow chart which describes Holiday Inn strategy which is taken to understand the consumer
behavior. The study also describes the front stage and back stage of a hotel which includes
customer interactions and service encountered in providing the services to the customers. Finally,
the study signifies the importance of service encounter which determines the customer
satisfaction and the managerial implications of the service encounter.
References
Kim, N., & Lee, M. (2012). Other customers in a service encounter: examining the effect in a
restaurant setting. Journal of Services Marketing, vol. 26, no. 1, pg. 27-40.
Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived
congruency on customers' emotions and satisfaction. Journal of Hospitality Marketing &
Management, vol. 19, no. 8, pg. 819-841.
Mok, C., Sparks, B., & Kadampully, J. (2013). Service quality management in hospitality,
tourism, and leisure. Routledge.
Noe, F. P., Uysal, M., & Magnini, V. P. (2010). Tourist customer service satisfaction: An
encounter approach. Routledge.
Palmer, A. (2010). Customer experience management: a critical review of an emerging
idea. Journal of Services Marketing, vol. 24, no. 3, pg. 196-208.
Polaine, A., Løvlie, L., & Reason, B. (2013). Service design. From Insight to Implementation,
202.
Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions
and perception of trust. Tourism management, vol. 32, no. 6, pg. 1310-1323.
Szende, P., & Dalton, A. (2015). Service blueprinting: Shifting from a storyboard to a
scorecard. Journal of Foodservice Business Research, vol. 18, no. 3, pg. 207-225.