Service Management for Tourism and Hospitality

Running head: SERVICE MANAGEMENT
Service
Managem
ent for
Tourism
and
Hospitalit
y
September 14
201
9

SERVICE MANAGEMENT 1
Executive Summary
The aim of this report is to discuss about the operation strategy, service blueprint, and service
delivery system that will be adopted by the Backpackers Place Company while establishing
business in the New South Wales, Australia. The report has also discussed about the quality
management and employee management into the business. From the analysis it has been
identified that human resource management, marketing, and operations are the key elements
that are needed for the implementation of the services. Besides this, the report has highlighted
customer action and backstage action of the business is the critical points of the service
blueprint of the company. In addition to this, the company is planning to offer reservation
system in the business where it will enable customer to book the services. Further, the
company is recommended to manage the satisfaction of its employees from reward and
recognition system and organizing training programs for upgrading employee’s skills. In the
end, the report has recommended company to adopt SERVQUAL Model of quality
management to ensure the delivery of expected level of quality to the customers.

SERVICE MANAGEMENT 2
Table of Contents
Executive Summary...................................................................................................................1
Introduction................................................................................................................................3
Operating Strategy.................................................................................................................3
Service Blueprint....................................................................................................................5
Service Delivery System........................................................................................................6
Issues in the Business.........................................................................................................8
Service Employee Management.............................................................................................8
Quality Management Measures – Service Quality model......................................................9
Conclusion................................................................................................................................10
References................................................................................................................................12

SERVICE MANAGEMENT 3
Introduction
In the Lehman’s term, the service management could be determined as the tactics of work
that supports a business in managing its procedure and technology and ultimately deliver high
level of services at the reasonable manner (Kowalkowski, Kindström and Brehmer, 2011). It
is the suitable resource allocation to carry the best outcome of the business. The business can
use the service management for enhancing the numerous aspects of the company. Customer
service could be considered to be the new level with the support of service management
(Grönroos and Ravald, 2011). The intent of this report is to present different service related
aspects of the Backpackers Place which is being planned to introduce in the New South
Wales in the industry of tourism and hospitality. The report is comprised of detailed analysis
of the company’s operation system, service blue print, and service delivery system. In
addition to this, the report is also highlighting the service employee management that has
been planned in order to smoothly operate the business and give strong competition to the
existing players in the market.
Operating Strategy
Under the Corporate Culture and Performance, cultures that enable the adoption of the
practices and strategies that unceasingly respond to the altering markets and new competitive
environments are said to be the “Adaptive Cultures.” This is also considered to be the healthy
culture that support the immediate strategy of the organization and business context, and are
forward looking and struggle to direct for the positive alterations. The unhealthy
characteristics of the Un-adaptive Cultures are determined as inward focus, bureaucracy, and
arrogance. Though these characteristics can also support the immediate strategy of the
business and business context, but weaken its capability to accept the change. The consultants
of the organizational development can make use of Kotter and Heskett framework in order to