Service Management for Tourism and Hospitality Report 2022

Running head: SERVICE MANAGEMENT FOR TOURISM AND HOSPITALITY
Service management for tourism and hospitality (PART B)
Name of the Student
Name of the University
Author Note

SERVICE MANAGEMENT FOR TOURISM AND HOSPITALITY1
Executive summary
The purpose of the report was to develop a suitable market centric operational strategy for the
organization Fraser Cottage. The report gave an insight about the service quality which is
analysed by a service quality model. Overall operation of the firm has been based on the
value that customers receive through the service. It has been learnt that marketing is another
significant element that helps business to go ahead and do what it wishes to do because the
major purpose of the marketing was to make people aware of the services or the business as a
whole. Fraser Cottage has decided to do business with airline agencies which brings
consumers. This would help the brand to receive consumers’ lead. Firm decided hire people
who are having real-world experience with respect to service management. Service delivery
system designed for Fraser Cottage significantly considered consumers’ value and the whole
system was developed to back the operational strategy stated in the report.

SERVICE MANAGEMENT FOR TOURISM AND HOSPITALITY2
Table of Content
Introduction................................................................................................................................3
Operating strategy..................................................................................................................3
Service blueprint....................................................................................................................5
Service delivery system..........................................................................................................6
Service employee management..................................................................................................8
Quality management measures..................................................................................................9
Conclusion................................................................................................................................10
References................................................................................................................................11

SERVICE MANAGEMENT FOR TOURISM AND HOSPITALITY3
Introduction
The purpose of the report is to develop a suitable market centric operational strategy
for the organization Fraser Cottage. This section of the report particularly the explains how
productivity and quality of offered services can be managed considering the market needs.
Report also gives detailed idea about how employees could influence/benefit the business of
Fraser Cottage. Moreover, the quality management measures provided in the following gives
the insight about the service quality which is analysed by a service quality model. Fraser
Cottage is one of the emerging hospitality organizations located at the Fraser Island. Fraser
Cottage provides a broad range of hospitality and tourism services to people around the
world. Fraser Cottage provides a broad range of tourism and hospitality services such as
accommodation, food, conference, party, dining, award function, Banquet, resort
management, spa and wellness programs. Fraser Cottage provides external sea life
experience, such as fishing, deep sea-divining, paragliding, bungee jumping, water skiing,
and several other sea entertainment services. The following are of the report gives an
overview of how the operation is handled.
Operating strategy
Operation: It is certain that tourism and hospitality service of Fraser Cottage covers a wide
area; so to manage the quality of operation, it is highly important for the organization to
follow a service-profit chain which builds upon profitability, customer loyalty as well as
employee satisfaction, loyalty and productivity of Fraser Cottage. The overall operation of
the firm should be based on the value that customers receive through the service (van Riel et
al. 2005). Hence when providing services to consumers, business should focus on giving a
real life experience of exploring the sea life which is kind of a discovery that people often
crave for. Value with the service can be generated when customers feel that doing sea-diving