Comprehensive Report: Hotel Service and Design Management

This report analyzes the service and design management of a hotel, evaluating key service quality dimensions such as functional quality, ambiance, technical quality, and customer satisfaction based on guest feedback. The report identifies and examines existing service management strategies, including staff orientation, employee training, communication systems, and hierarchical structures, and their impact on customer experience and employee satisfaction. Findings indicate the need for improvements in areas like online booking, staff training, internal communication, and employee support. The report provides recommendations for enhancing employee skills, integrating information communication technology for better communication, and adopting advanced technologies to improve services and customer convenience, ultimately aiming to improve the overall business performance and customer satisfaction.

Service and Design Management

Contents
Executive summary.........................................................................................................................3
INTRODUCTION...........................................................................................................................4
Evaluation of key service quality dimensions.............................................................................4
Identification and analysis of existing service management strategies.......................................5
CONCLUSION................................................................................................................................6
Recommendations........................................................................................................................7
REFERENCES................................................................................................................................9

Executive summary
Service design management assist to improve the quality of services within a hotel so that
it will help to improve the interaction between customers and service experience. In the same
way, current study is based upon the case study of a hotel which is located in the outer fringe of
a city with 200room hotels provide many services to their customers. Further, from collecting
reviews of guest who already stay in the hotel, it is examine that hotel have attractive ambiance,
good customer service, but there is still need to improve the overall services in order to improve
the business. In addition to this, study also reflect that the management service strategy of a
hotel in not to developed such that employees are not happy with the management and that is
why, study provide range of recommendations in order to improve the same.

INTRODUCTION
Service and design management is that activity of planning and organizing the people,
infrastructure, communication and material of components for a service. It main aim is to
improve the service and interaction between the service providers and its customers. The report
is based upon the case study of a hotel which is establish for a three years and like to review its
current strategies to face future challenges. Therefore, study will evaluate key service quality
dimension through feedback of guest and determine the existing management strategies of
company for their employees. Further, it also provide the best strategies which further help to
meet the define aim and objectives, also cope up with the challenges.
Evaluation of key service quality dimensions
Service quality in the quoted hotel is refers to the physical facilities, equipment and
personnel, willingness to help the customers and also provide the prompt services. These are
consider the key dimension of the hotel and by referring to the feedback collected form guest,
below mention are some key service quality dimension, such that:
Functional quality: It refers to how the hotel delivered a service to their customers and
that is why, it will help to meet the define aim and objective of a hotel. By referring to the case
study, it has been realized that a very little customers who are not satisfy with the customer
service and the services which they offer to their users (de Kervenoael and et.al., 2020). Through
a feedback, it is also realized that majority of the guest provide their positive impression upon
the hotel. For instance, most of the guest are not satisfied with the quality of service which they
offered to their guest is of low level. On the other side, most of them are also state that the staff
are so friendly and helping in nature such that they are even ready for the late night as well. But
there are further situations where staff members do not support many guest and this in turn
creates negative impact upon their overall brand (Xayabout, 2019).
Ambiance: Another important dimension which define the environment of the hotel such
that through the feedback, it has been analyzed that some of them state that they are happy with
the ambiance while, some of them state that there is a need to refurbishment so that it will help
to attract range of public (Hahn and et.al., 2017). Also, the room and bathroom are so beautiful

and extremely clean and comfortable. Not only this, the meal which is provided by the restaurant
is also delicious astounding. This, is also shows that hotel provide the best services to their
customers and also try to maintain positive relation to their guest which in turn assist to attract
range of customers.
Technical quality: The company is lacking this quality dimension such that there is no
online booking facilities available for their customers and this in turn affect the people as well.
Further, it is also analyzed that the check- in and check- out system of a hotel completely
manually. This in turn affect the overall operations of a company and this also takes huge time
and extra human resources as well (Kang and et.al., 2020). Even through the feedback report of
guest, no one share their views related to the technical quality which also shows that currently
company is not able to provide the service related to techniques. As a result, it affect the
customers satisfaction level up to some level. In addition to this, it is also analyzed that hotel
provide proper security system which means that when customers are paying to be served, they
also expect to be able to relax and enjoy themselves, which quoted hotel also provided (Sozen
and O’Neill, 2020)..
Customer satisfaction: One of the best service quality which a hotel always tries to
improve. Thus, it is stated that hotel is also keep working on it, and happy customers are loyal
customers, therefore, to keep track for keeping up with trends which customers have to follow
(Knezevic and et.al., 2017). Through the feedback gain by the customers, it has been realized
that they are happy with the customers, but there are some loopholes which always affect the
customers satisfaction level. Such that some of them are also unsatisfied with the attitude of
front desk staff at the time of checking- in time and also they have to wait for sometime. Also,
it can be stated that, a better quality of service, a better customer satisfaction level.
Identification and analysis of existing service management strategies
The service management strategies describe the goals and how to meet the define goals
for the service. Therefore, the existing service management strategies for the company are as
mention below:

 There is no staff orientation after recruitment and this affect the employee’s motivation
and their productivity level in opposite manner. Also, through the feedback, it can be
stated that company did not have effective management system for their company’s
employees such that training session did not suit on their overall job and roles (Lai and
et.al., 2018). On the other hand, most of the employees are not retain by the company.
That is why, there is a need to change the management system of the company so that it
will help to make sure that it provide proper service to their customers.
 Most of the employees working in a hotel did not have effective customer service
experience and this further affect the brand image of the hotel. For that there is a need to
provide proper training system to their company (Malik and et.al., 2020). Also, most of
the employees lack soft skills and sometimes froze when they confronted in a difficult
situations. This, in turn affect the customer service in negative manner. It also shows that
management service of the hotel is not so effective.
 There is no proper hierarchy system in the company and this sometimes leads to miss-
communication as well. Therefore, it is also stated that when any compliant received
form any guest, employees do not know how and to whom it should be reported (Oh and
Kim 2017). This in turn affects the overall system of the company. While on the other
side, the management of the company thinks that they provide their best efforts in order
to manage the things and this misconception affect the overall performance of the
company in negative manner.
 Employees also faces huge pressure from the front- desk department and did not get any
support when they face critical situation and they also keep blaming to the housekeeping
department as well. therefore, this shows that there is a need to improve the
communication level among the department which in turn help to meet the define aim
and objectives (Okumus and et.al., 2019). Also, there is no proper meeting held within
week and as a result, it creates negative impact upon the business.
 In addition to this, it is also analyzed that some of the employees are agree that their
managers and employers keep providing support to their employees and provide best way
to motivate themselves (Qiu, Dooley and Xie, 2020). But unfortunately, it is also
analyzed that company did not provide an opportunity to their employees to grow up and

this creates negative impact upon them which also affect the overall productivity level
too.
CONCLUSION
By summing up above report, it has been concluded that the overall customer service of
the hotel needs to be improved so that it will help to improve the overall business. Through the
report it has been concluded that hotel keep complying with the service quality dimension which
are demonstrated at the hotel, but it did not uses the advance technology within their company
for booking purpose. This affects the financial position of the company. On the other side, the
existing service management of the company is also so poor such that there is no proper
communication system within a firm. Also, employees of the company state that the manager did
not help them for providing effective training system as per their roles and responsibilities which
creates negative impression and affect the overall performance of employees as well.
Recommendations
It has been recommended that, it is very crucial to improve the skills and knowledge of
the employees because it eventually leads to high degree of operational performance and
productivity. Giving adequate training to the employees is considered to be as one of the most
effective measure which helps in imparting knowledge to the workers of the company. On the
job training and off the job training both are considered to be highly effective for the employees
because it leads to higher productivity which helps in the attainment of the goals and objectives
of the company (7 Ways to Improve Internal Communication at Your Business, 2019). On the job
training methods such as coaching, mentoring, job rotation, job instructional technique,
apprenticeship, etc. are consider to be affected on the job technique which helps in imparting
knowledge to them employees within the company. Off the job training methods helps the
employees to develop there skills and knowledge by attending seminars and conferences outside
of the company which eventually leads to higher operational growth and sustainability. In order
to improve the communication error within the organization the management of the company
must focus on integrating information communication technology which helps in transmitting
information from one person to another on a real-time basis without any error. It is very crucial
to improve the internal as well as external communication within the company in order to attain

goals and objectives in an effective and efficient manner (de Kervenoael and et.al., 2020).
Management of the company must focus on sharing high degree of information to the employees
because it helps in better decision making related to the specific subject matter. Improvement in
the information communication technology leads to flow of information in all the departments
systematically. This leads to better decision making.
Integration of advanced technology within the company helps in giving better services to
the customers. Integration of high degree of advanced technologies such as artificial intelligence,
social media platforms, chat bots, virtual reality, augmented reality, etc. which are considered to
be very prominent to improve the services within the organization. Advancement in the
technology is considered to be very prominent because it helps the organization to impart greater
customer services to the customers (de Kervenoael and et.al., 2020). It helps in easily
coordinating all the activities and tends to focus on coordinating the various range of activities in
a systematic and prominent manner. It is very useful in reaching out more customers and
providing them with the service of online booking. This is considered to be as one of the most
effective recommendation strategy because it helps in adding convenience and ease at the end of
customers.

REFERENCES
Books and Journals
de Kervenoael, R. and et.al., (2020). Leveraging human-robot interaction in hospitality services:
Incorporating the role of perceived value, empathy, and information sharing into visitors’
intentions to use social robots. Tourism Management. 78. 104042.
Hahn, S. E. and et.al., (2017). E-service quality management of a hotel website: A scale and
implications for management. Journal of Hospitality Marketing & Management. 26(7).
694-716.
Kang, H. J. A. and et.al., (2020). How to fuel employees’ prosocial behavior in the hotel service
encounter. International Journal of Hospitality Management. 84. 102333.
Knezevic, M., and et.al., (2017). Total Quality Management Implementation and Guest
atisfaction in Hospitality.
Lai, I. K. and et.al., (2018). Literature review on service quality in hospitality and tourism (1984-
2014). International Journal of Contemporary Hospitality Management.
Malik, S. A. and et.al., (2020). Measuring service quality perceptions of customers in the hotel
industry of Pakistan. Total Quality Management & Business Excellence. 31(3-4). 263-278.
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years
2000-2015. International Journal of Contemporary Hospitality Management.
Okumus, F., and et.al., (2019). Strategic management for hospitality and tourism. Routledge.
Qiu, S., Dooley, L. M., & Xie, L. (2020). How servant leadership and self-efficacy interact to
affect service quality in the hospitality industry: A polynomial regression with response
surface analysis. Tourism Management. 78. 104051.
Sozen, E., & O’Neill, M. (2020). An Exploration of Quality Service in Brewing Sector. Journal
of Quality Assurance in Hospitality & Tourism.21(1). 105-128.
Xayabout, A. (2019). Service quality management and hospitality industry in Vientiane:
магистерская диссертация по направлению подготовки: 38.04. 02-Менеджмент.
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