Service Management for Hospitality and Tourism

Running Head: SERVICE MANAGEMENT 1
Service Management for Hospitality and
Tourism

SERVICE MANAGEMENT 2
Executive Summary
The major purpose of this report was to focus on remaining two components of Strategic Service
Vision Framework as first two are discussed in the first assessment. These components are
operating strategy and service delivery system. In includes the major components of operating
strategy i.e. human resource, marketing and operations. The organization will manage all these
elements by using effective processes and techniques. Further, the service blue print is created
for The Pearl Hotel that includes a complete process of service delivery to the final customer.
This service blueprint covers all the critical points i.e. physical evidence, customer employee
contacts and employee actions. From them, two critical points are discussed in context of The
Pearl Hotel, Sydney. This hotel will develop its services and strategies according to the needs
and wants of its targeted market segments. In the next section, a service delivery system is
created for the chosen organization that includes each and every step along with their nature of
service. Moreover, there is the discussion about the service employee management and their
contribution to quality service delivery and overall productivity of organization.
The report also explains the impact of employee satisfaction and motivation on service quality.
The hotel can use effective recruitment and hiring practices to motivate the employees. The end
section of the report brings about the service quality framework to execute the service guarantee
which ensures customer loyalty and satisfaction. The conclusion provides the overview about the
strategies and service management techniques which are discussed in the report.

SERVICE MANAGEMENT 3
Table of Contents
Introduction.................................................................................................................................................4
Operating Strategy......................................................................................................................................4
Service Blueprint.........................................................................................................................................6
The Service Delivery System........................................................................................................................7
Service Employee Management..................................................................................................................9
Quality Management Measures..................................................................................................................9
Conclusion.................................................................................................................................................10
References.................................................................................................................................................11

SERVICE MANAGEMENT 4
Introduction
In the today’s competitive business world, the changes are taking place in each and every
industry. The hospitality and tourism industry needs to have effective and competitive policies
related to offering excellent customer service so that it can survive in the competition. The
objective of this report is to develop the insight on next two components of Strategic Service
Vision Framework i.e. Operating Strategy and Service Delivery System. The components are
defined in context of the hospitality organization that is selected in first assessment. The
organization is named as The Pearl Hotel that will be located on Manly Beach, Sydney. It
includes the service blueprint for the chosen firm. The last section includes other related features
of service delivery system.
Operating Strategy
Operating Strategy is the third and very important component of Strategic Service Vision
Framework. This model of Heskett identifies four basic aspects in operating strategy such as
Operations, Marketing and Human Resources (Bitner and Wang, 2014). The way of service
delivery, policies and guidelines of The Pearl Hotel are very important for its growth and
sustainability. The Service Management Trinity for The Pearl Hotel is discussed below:
Operations
As The Pearl Hotel is planning to operate the business in hospitality industry, the basis of its
operations is the provision of services. The hotel will start its business by recognizing the needs
and wants of customers. It needs an effective understanding about the services offered by the
hotel. The organization needs to know about the needs and perception of these services and
brand image of organization among possible customers. The Pearl Hotel aims to become in the
travellers’ eye a cozy and relaxation place which they wish to accommodate while staying on
Sydney’s beaches. It will aim to provide the highly pleasing experience to its guests by providing
quality hospitality services (Geum and Park, 2011). At this hotel, there are various areas on
which the organization will focus like room service, housekeeping, security, food preparation
and service and public relations. To develop effective strategy, the organization will provide
different types of rooms as per the number of people and their budget. The rooms will be