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SDM404 Service and Design Management

   

Added on  2020-05-11

8 Pages2188 Words175 Views
Design and Creativity
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Running head: SERVICE DESIGN MANAGEMENTService Design ManagementName of the Student:Name of the University:Author’s Note:
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2SERVICE DESIGN MANAGEMENTService design is a process to establish a business plan and to organize the people and theinfrastructure of the service within an organization. Establishment of the effective communication isimportant for the management of the service design as it maximizes the interaction between the customersand the service providers[ CITATION Bae17 \l 1033 ]. A proper service design is required to make theservice user-friendly and relevant to the consumers. However, in the hospitality industry application ofsocial media is very popular to make a service design more transparent to the customers. In order tomanage the service design in hospitality sectors, it is crucial to understand the demand of the gusts and toempower the employees. This study deals with the service design management in the context of ParkHyatt Melbourne, which is a popular Australian Hotel for its service and accommodations. The servicedesign process and the strategy of such organization will be discussed in this section to understand theservice facility of this hotel.Servicescape design in the hospitality industry refers to the physical environment of suchindustry. However, the service of a hotel is introduced, delivered and performed in this physicalenvironment[ CITATION Sue17 \l 1033 ]. The customer and the employees of the organization interactin the physical environment. Therefore, the customer experience and their responses are evaluated in theservice design. In the context of Park Hyatt Melbourne, this is a well known Australian Hotel for itsaccommodation and service design of the servicescape focuses on the current service. This organizationuses social media application to promote their service, which is a part of service design management. Thehotel website is a part of servicescape where the customers interact with the organization.Park HyattMelbourne, develops an attractive website, which gives the customers physical evidence of its service andinfluences them to access the service[ CITATION mel17 \l 1033 ]. Interior and exterior design of the hotel is the parts of the physical evidence, which are associatedwith the customer responses [ CITATION Jeo17 \l 1033 ]. The exterior design of Park HyattMelbourne is well developed that easily attracts the consumer attention. An intimate waterfront is present
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3SERVICE DESIGN MANAGEMENTin the exterior part of this hotel, which makes the service attractive to the guests. The landscape is toolong and designed in a good manner. Suits are designed with maximal views and the windows are fullheight. On the other hand, the balconies are connected with each of the apartments. Oxidized metal,sandstone and timber are used for the exterior design. The rooftops contain pool and shower facilities arealso available. On the other hand, the interior design offers the absolute luxury design with fireplace,private terraces, and the featuring spa. There are 240 largest guestrooms with Juliette style balconies. Bar,restaurants, and park club health are available. The service facility is unique, which provides 24 hoursfacility to the guests to meet their needs. The equipment is maintained properly and a regular monitoringprocess is carried out by the staffs[ CITATION Dic17 \l 1033 ].Interaction of the employees with the service users in the hospitality industries is another vitalpart of the servicescape management[ CITATION Ogb17 \l 1033 ]. In order to understand theresponse of the customers regarding the service, an effective communication is crucial. The employees ofthe hotel Park Hyatt Melbourne, try to build an effective communication with the customers to improvethe service process, which is a positive aspect of their service. The service package is the part ofservicescape that builds an image of the organization in the customer's mind. This is an important elementfor the new customers as based on the service package the consumer decide whether they access theservice or not. Park Hyatt Melbourne offers the seasonal discount to their customers, which is an effectiveservice design for their organization. Employee empowerment is a vital part of the service design management in the hospitalityindustry. In order to encourage the employees in their work, it is crucial for the organization to empowerthem in an effective manner[ CITATION Lim17 \l 1033 ]. Staffs are the prime resource of thebusiness industry and in context of the hospitality industry; they are more valuable for the service as theyhave a direct interaction with the customers. In the context of Park Hyatt Melbourne, they provide a clearidea to their employees regarding the service standards. This allows the employees to make an effectivediscussion with the management about the improvement of the service standards.
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