Service Management Assignment

Service
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Findings............................................................................................................................................1
CONCLUSION................................................................................................................................6
RECOMMENDATIONS.................................................................................................................6

INTRODUCTION
Service management consider different activities that assists to bring several people
together. In this regard, different aspects of the organisation consider planning, strategies,
policies, objectives, etc. In the manufacturing consideration, it is integrated in the actual sales
and customer view point as well. Therefore, effectiveness will be develop to focus on the
purposes of service management which helps to reduce high cost that create negative impact on
products and services. It assists to look towards the keep proper management in inventory so that
level keep high results through integrated several activities at workplace. Furthermore, business
optimise their operations and functions with service revenue so that supply chain develop in
successful way to attain desired results and outcomes.
In addition to this, present study focuses on the Marriott hotel which provide different
kinds of products and services in different areas of the world. The company also considered
innovative functions and operations with marketing and advertising activities that assists to in
crease more profits and revenue as well. In order to develop effective concentration on the
present report it covers marketing strategic in the chosen business environment to develop more
profits and revenue as well. In addition to this, it summarised about the roles of employees in the
services to make effective functioning in the business. Maintaining staff members also
considered with the implementation of training, development, service delivery, customer
satisfaction and loyalty of them as well. Therefore, it will assist to focus on the market share and
stay with relevant which requires different kinds of marketing strategies for business
development. In order to focus on the market share and stay relevant, it is important to analysis
business with implement innovations and creativity. Overall activities develop with the customer
marketing strategies.
Findings
Marriott hotel using different kinds of marketing activities which helps to bring new
people at workplace. Therefore, it assists to look towards the business development with
ascertain more systematic activities at workplace. It assists to maintain communication to attract
different people with the marketing strategies. Use of the relationship marketing focuses on the
building relations with the customers to ascertain effectiveness in the business. Customer spend
more money when they satisfied with the products and services. As results, it is essential to look
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upon their requirement in creative manner. Furthermore, event programmes also make changes
to make sure that effectiveness will be attain in the business with seasonal marketing activities.
Online marketing activities also helps to proposed internet with new form of marketing at
workplace. Therefore, the chosen business operating activities with online promotion,
advertising, etc. In this aspect, powerful tools and techniques need to implemented so that
marketing of business develop in systematic manner. Internet access create several benefits to
attain desired results at workplace and focuses on the growth as well. It includes, social media,
email, display advertising, SEO, etc. These online tools helps to increase systematic work
performance and measure its impact on customer attraction as well. Hence, different channels
implemented to landing with the web page experience (Silvainand Pluche, 2007).
There are various ways through which Marriott can promote their products and a very
well known and common example of this can be considered as the involvement of social media
marketing and other online ways. By means of various social media websites such as Facebook
etc., they can promote their products. It is considered as one of the efficient ways because more
than half of the population today is active on these social media websites. Whether some for
passing their time or some for useful purposes, more than half of the people use these websites.
Therefore, Marriott hotel can ensure the fact of using these social media websites for an efficient
promotion of their products and services. Also, they can make their own website as well which
can also be classified as an efficient option.
Marriott hotel can make sure to involve all the ways and strategies so that they can
successfully implement the ways of marketing their products and services. For every operation
and service, the employees play a very important role. Whether it is in terms of providing
satisfaction to the customers, providing them efficient training and orientation, delivery of the
products and services etc. It is because the management at Marriott hotel should also ensure that
all the deliveries can be done on time. It is because by this way, the customers stay satisfied
enough. All they want is the efficient and standard quality of products and the deliveries of the
products on time. So, for an appropriate marketing rate, Marriott hotel can ensure performing the
same. Also, they can regularly check and monitor the reviews of people on time because this will
help them to analyze their actual position in the market and they can also be able to know the
areas where they still lack and need to make some improvements. The Marriott hotel can also
ensure to take feedback's from the customers and that too on a regular basis. By such means, the
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customers can also be able to consider that they are important for the hotel and it further helps in
maintaining their focus on the hotel.
A strong relationship with the customers is needed to be developed to further creates a
stable base of revenue to assure high business performance (Kandampully, Zhang and
Bilgihan,2015). For benefiting the hotel by satisfying its consumers, it is important to reward
through effective loyalty programs with a special consideration of those who tends to make
regular bookings at the hotel. Herein, targeting the consumers on the basis of their standards is
evident to give effective results. For this purpose, the organization may target both regular
customers as well as corporate guests who are approaching through any corporate event, etc. For
which, arranging meetings and conferences with effective accommodation facilities is proposed
to attract a large set of customers.
Training and development of workers in hospitality industry is significant and cannot be
overstated due to an ultimate goal of every organization who are largely aimed at satisfying their
guests. Employees in all aspect of hospitality from dishwasher to directors and owners are
responsible to affect the guest understanding. Lack of suitable training can significantly affect
the employees in serving the guests and meeting their needs by negatively impacting the bottom
line. Training has several number of benefits despite of being expensive that in turn balance the
involved costs. It is essential to start with the sessions of training soon after the organizationhires
new workers. It should be with a special consent of tutoring them on the standards of undertaken
operational procedures by together acknowledging them about their specific job responsibilities.
Job training conducted for the newly hired employees should go fine beyond the early
alignment that typically emphasis on the undertaken policies of the company as well as employee
benefits that should be consistent. Also, training is apparent to contribute significantly for the
progression of the enterprise. New workers learn from effectively trained employees who will
use optimum methods to provide improved satisfaction to the customers. The role of the
employee’s customer satisfaction is important. The employees who work face to face with these
customers are the ones who determine their level of satisfaction. Employee engagement level
impact the satisfaction of services they provide to their customers. Marriott Hotel is doing
something right if both their employees and customer are happy. Employees are known to play a
crucial role in creating a trustworthy with a confident outlook of the employees who are also
loyal towards serving the customers. Each team member is known to have a chance to contribute
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in the creation of a persuasive experience to the customers. Few would argue upon a great
influence of the front line executives on the customers where in reality, all employees in every
department plays a significant role in strengthening the company’s pledge to the consumer. Also,
for ensuring a continuous involvement of the employees is apparent to improve customer’s
experiences with a focused outlook of the workers. It however needs to set clear exceptions with
a sense of accountability of the employees to provision high standards of services to the
customers.
When it is required to assess the satisfaction in customers towards the provisioned
services, there are many platforms available such as visual media, print media and the online
platform as well. The role of employee loyalty is important and it plays a significant role in
satisfying the customers to a great extent. It is mainly on considering the sense of loyalty in
employees where an individual who is loyal towards the organization and his or her own job
responsibility is evident to satisfy the customers in the best possible manner. Loyal employees
are therefore proven to achieve productive results to benefit the entire organization and assist it
in attaining their set business goals. They hereby enhance the brand name of the organization that
ultimately leads to create a true sense of loyalty in the customers as well.
It is an obvious fact that the customers want the company to always deliver them
an efficient and standard quality of service. Also, it should not be meant for before purchase
only. Rather, it should be meant for after purchases as well. it is because if in case the customer
faces any issue with the product, then the company can provide proper support to the customer.
In Marriott hotel, the employees play a major and important role. As there is a huge
competition in the hospitality industry, so the Marriott hotel should ensure that to manage the
competitiveness of the factors in the market, it is important that they provide an efficient quality
of service to the customers. Also, they can keep their major focus on the employee motivation
because customers are considered as the important part of an organization (Kandampully, Zhang
and Bilgihan,2015). The involvement of employees matters a lot in such activities. They can
keep their focus on involving various ways that can help in motivating and encouraging their
clients to stay interested in the operations of the organization. So, the employees of the Marriott
hotel can ensure that the deliveries are on time, which means the products or services they have
to deliver to the customer, they are completed and achieved before the deadline. It will help as by
such means, the customers stay satisfied with the hotel because late and delayed deliveries
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always lead to the disappointment of the customers. So, it is better if the firm ensures proper
delivery.
Like in case of Marriott hotel, they can ensure to provide the best and rich experience of
living as well as of dining to the customers because when customers visit some place to spend a
holiday, it is obvious that they want an efficient experience . So, for maintaining that comfort of
the customers, the employees at Marriott hotel can ensure that their customers get every possible
service, whether it about the beddings or the cleanliness of the washroom etc. This can help in
providing them an appropriate service delivery because of which they can also stay satisfied with
the hotel. Providing training and orientation is equally important(Kauraurga Prasad,and
Sharma2015)
The Marriott hotel should ensure to provide proper training and development to the
employees who are new to the organization. It is because as they are new, so they are not clearly
aware of their roles and responsibilities. So, it is the responsibility of the hotel to make sure that
they guide them about their job roles. Also, providing them an efficient amount of training is
equally important. It will help them to go through all their responsibilities, so they can be more
focused towards achieving the goals and targets of the hotel. Along with these, there can be
various factors considered that can be involved by the Marriott hotel in order to manage all the
staff and operations that are going in the hotel. Some very well known and common examples of
this can be considered as the maintenance of all the operations in a way that it can prove satisfied
enough for the customers. Ensuring these factors such as customer satisfaction, loyalty etc. can
help the Marriott hotel to achieve the popularity as well as the productivity at higher rates.
CONCLUSION
It can be concluded from the report that the Marriott hotel makes use of various types of
effective methods for marketing their products and services. Also, there are various ways and
methods that can be involved as well by the hotel in order to achieve a higher rate of popularity
as well as productivity. Employees play a major and important role in the process of marketing
of the operations under the Marriott hotel. Whether it is in terms of providing customer
satisfaction or the better experience of service deliveries, the Marriott hotel ensures to involve
various ways that can help them in an effective rate of processing. But some other methods and
ways can be involved in order to make some improvisation in the system so that it can help the
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hotel to gain a more number of satisfied customers along with a higher rate of productivity as
well.
RECOMMENDATIONS
There are various factors that can be involved by the Marriott hotel in order to make
some modifications and improvements in the systems that still lack in providing an efficient rate
of outputs. Some of the factors are discussed as under :
 The Marriott hotel can ensure to involve the use of social media marketing. It is because
this can be considered as a very effective method that can be used in order to promote
their services etc. They can either make their pages in social media networking websites
etc. in order to promote their processes. It can prove effective because more than half of
the population uses these social media websites (Öztamur and Karakadılar,, 2014). So,
this can be considered as an effective platform to promote their services etc. Thus, it can
prove as an effective way that can help the Marriott hotel to gain a higher rate of
popularity and productivity.
 Having a better rate of interaction with the team members is equally important because if
it is done on regular basis, it can help in making a better bond between the employees and
team. This will help them to discuss their own ideas along with the issues if they have
some. So, the issues can be resolved effectively with the help of the team members. Also,
they can also present their own ideas that can be involved for a better marketing rate. So,
it can be involved in order to make clear their goals and objectives so that everyone can
stay focused enough for achieving their targets.
 There is nothing bad if the Marriott hotel investigates that what are the marketing
strategies that are being used by their competitors. Analyzing the methods and techniques
they are using in order to know that what are the basic factors that are keeping them on a
higher position in the market. It is because from this, they can also learn some factors
which they can include in their plan and strategy which can help them in achieving their
goals and targets at a much faster rate.
 Focusing on a better online marketing strategy such as developing application of their
hotel website so that the people can use it as handy. Also, they can in between offer some
sort of discounts and offers. By means of mobile applications, customers can get pop ups
or notifications about the discounts etc. So, this can be considered as one of the efficient
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methods that can keep the interest of customers maintained in the Marriott hotel. Mobile
applications of the hotel can seem a handy option to the customers.
 Also, the Marriott hotel should ensure that they provide the standard and quality services
to their customers whether it is in terms of rooms, bedding's, wash rooms and the
products because providing them a rich experience can attract them to a huge extent.
Also, it is a better way that their customers recommend the same to any of their friends
etc. after experiencing a rich and fine time there.
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REFERENCES
Book & Journal
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organizational commitment. Tourism Management. 46. pp.419-430.
Grönroos, C., 2007. Service management and marketing: customer management in service
competition. John Wiley & Sons.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management. 27(3). pp.379-414.
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and fairness, customer loyalty, and the mediating role of customer
satisfaction. International Journal of Bank Marketing. 33(4). pp.404-422.
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