Operation Management

Running head:OPERATION MANAGEMENT
Operation Management
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2B- Service management
1. Propose service recovery plan
1.1 Objective of service recovery strategy
The objective is to service recovery strategy is to resolve the problems which are caused
the service failure in Senesac Hotel. A good recovery will reduce negative impact of the
customers and increase in quality level for meeting customer’s expectations. In the hotel, the
staffs are not able to respond to the guest’s problem on time which results in service failure. The
service recovery will prevent losing of the customers and due to low market entry barriers, it is
easier for the competitor to win dissatisfied customers of Senesac Hotel as they failed to meet
with customer’s expectations.
1.2 Actions need to include
When there is service failures occurred in the hotel, then the service recovery strategies
are required to implement by the organization and below actions are taken to improve the hotel
operations of Senesac Hotel such as:
1. They should encourage the customers to complain when they are dissatisfied with the
services of Senesac Hotel. The customers should have provided with toll free numbers for
complaints and queries. Complaint handling will help to recover from the service failures.
They should also conduct regular surveys and interviews for knowing reasons behind loss
of customers and service failure.
2. The Senesac Hotel should provide training to their employees regarding behavior and
maintain a better relationship with the customers. The staffs of Senesac Hotel have lack

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of behavioral issues, therefore employee training program should guide the employees for
service recovery. They should be trained for good communication and decision making
skills.
3. The service employees can apologize as well as assist to the customers for rectification of
the problems plus compensate the dissatisfied customers. The compensation is in the
form of discounts, coupon as well as free of cost services.
No, there is no immediate change of the personnel’s in the hotel organization, while the
personnel are being trained regarding potential problems that they are facing related to the
service delivery of the staffs to their guests. The staffs are empowered by providing them
authority to take corrective actions on proper time.
1.3 Responsibility to lead and implement the plan
The business consultant is responsible to lead as well as implement the action plan. The
business consultant can organize and execute the business project on behalf of the customers
based on their requirements. They collect information about the client’s businesses through
methods such as survey and interviews.
1.4 Ways to deal with dis-satisfied guest
 Understanding the guest’s problems and review the situations from point of view
of the customers
 Finding median between what the guests need and what the staffs need
 The hotel should be constructive, empathetic as well as agreeable with the
customers

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