Service Management for Tourism and Hospitality Industry

SERVICE MANAGEMENT
FOR TOURISM AND
HOSPITALITY INDUSTRY

Contents
EXECUTIVE SUMMARY.............................................................................................................3
INTRODUCTION...........................................................................................................................4
Operating strategy................................................................................................................4
Service blueprint...................................................................................................................5
Service delivery system........................................................................................................6
Service employee management............................................................................................7
Quality management measures...........................................................................................8
CONCLUSION..............................................................................................................................10
REFERENCE.................................................................................................................................11

EXECUTIVE SUMMARY
Main purpose of this report is to identify and explain various functions like human resource
management, quality and service management, customer satisfaction factor etc of Silver spoon
which is a hotel cum restaurant based in Australia. It is essential for hotel cum restaurant to
identify the needs of customers on a daily basis as if potential customers are not getting the value
they have expected then they will switch their preference to any other hotel. To attain higher
customer satisfactions, operating strategy of Silver spoon would be explain in the report and how
it would assist them to maintain the balance between quality and productivity. Service blueprint
aims to explain various factors which would hamper the sales of hotel in future. Service delivery
system is directly associated with operating strategy as both the factors includes customer and
their satisfaction. In the last two parts, service employee management will be explain and how
hotel must take care of their employees to maintain their motivation and productivity for a longer
period of time. Quality management part will be explained in the end with the help of model.

INTRODUCTION
Tourism and hospitality industry is growing day by day because people are travelling
between different countries for various purposes like leisure, vacation, businesses, education, etc
(Maglio & et. al., 2018). This has placed importance of increasing and providing varied services
to the customers. For this purpose, service management is considered to be one of the crucial
aspects. Organisation undertaken for this report is Silver spoon which is a hotel cum restaurant
situated in Australia. This report will concentrate on devising the manner in which company will
make balance between the quality while maximising the productivity of the products. One of the
blueprints for the service will be done. It will also put focus on examining the methods which are
required to manage the quality. Last part of the report will concentrate on emphasising quality of
service received by external customers. And explanation of service quality model will be done.
Operating strategy
The operating strategy which must be taken into account by the Silver Spoon so that they can
concentrate on maintaining the balance between the quality of services by maximising the level
of productivity (Grönroos, 2017). It is very important to provide products of superior quality in
the hospitality industry because customers are highly concerned about the superiority and
features provided by the organisation. Furthermore, this helps in gaining competitive advantage.
The following are some of the ways which must be taken into account and it is discussed below:
 Providing training to the employees: Employees are the most valuable assets of the
business organisation. The company must concentrate on identifying the different
training needs and requirements of the employees. Accordingly, different training
sessions must be organised which will not only improve the potential and learning ability
of the employees but will also encourage them to work towards the attainment of
business goals and objectives effectively and efficiently.
 Establishing goals regarding quality and productivity: The business enterprise or
hotel must focus towards developing objectives and goals which relates to the quality and
productivity. This will help in building focus of workers towards the respective goals
where they will be aware of what needs to be achieved. These goals must be specific,
measurable, accessible, reliable and time bound such that the workers will try to