Service Marketing for The Grace Hotel in Sydney

Running Head: SERVICE MARKETING 1
Service Marketing

SERVICE MARKETING 2
Table of Contents
Introduction.................................................................................................................................................3
Company Description..................................................................................................................................3
Service Offering Diagram.............................................................................................................................3
Core Services...........................................................................................................................................4
Supplementary Services..........................................................................................................................4
Augmented Services................................................................................................................................4
Service Blueprint.........................................................................................................................................5
Physical Evidence.....................................................................................................................................5
Employee Actions....................................................................................................................................5
Customer Actions....................................................................................................................................5
Support Processes...................................................................................................................................6
Conclusion...................................................................................................................................................6
References...................................................................................................................................................7

SERVICE MARKETING 3
Introduction
Service marketing is a field of marketing that follows exclusive characteristics of the services
and different strategies which are required as compared with the marketing of physical products.
It includes the marketing of different services by using different tools and techniques (Lovelock,
Patterson & Walker, 2015). This report is focused on providing the overview of the services of a
hospitality service organization in Australia i.e. The Grace Hotel. It includes the discussion about
different services offered by this hotel. The services of hotel are categorized in three categories
like core, supplementary and augmented services. Moreover, a service blueprint is drawn by
focusing on service delivery process of this hotel. Service blueprint is the visual presentation that
includes all the activities and associated parties in that delivery process.
Company Description
The Grace Hotel is one of the luxury hotels that are situated in Sydney. This service organization
is engaged in offering luxury accommodation services with an indoor pool, child care, free Wi-
Fi, rooftop terrace from where people can enjoy the excellent views of Sydney. It is located in
Sydney Central Business District Royal that is within 5 minute walk of Theatre and Pitt Street
Mall. Westfield Shopping Centre and Queen Victoria Building are also within 10 minutes. Thus,
it is located at center of the city that is easily approachable from major destinations of Sydney.
Along with the café, this smoke-free hotel has a pool and fitness center also. It has 382 rooms
and provides different amenities like coffee makers, fridges, minibars, LED, newspapers, free
Wi-Fi and room service for 24 hours (The Grace Hotel, 2018).
Service Offering Diagram
Service offering diagram is a diagrammatic presentation of different services which are offered
by a service organization to its potential customers. This diagram includes three types of services
i.e. core services, supplementary services and augmented services. In Sydney, The Grace Hotel is
offering different types of services effectively, so that it can provide complete satisfaction to its
guests (Xu and Gursoy, 2015). Service Offering diagram for The Grace Hotel is drawn below: