Service Operations Management-- PPT

Britannia Hotels

Key Issues
The hotel got Two stars out of 6 because of its basic
facilities which are as follows:
 Accommodation facilities
 Cleanliness
 Availability of rooms

Contd.
 Quality of Food
 Staff Services
 Security

Analysis
• According to analysis, it can be said that hotel has
argued in respect to the authenticity of the report
published.
• Hotel has asked which customers has stated that
hotel is not offering services as standards

Contd…
• Britannia Hotel has said that which customers and
when they have revealed that they are not
impressed with the standards of rooms.
• Company has also argued in respect to the
authentic of survey and asked that which 5000
customers and participants has commented about
the rooms cost.

Contd…
• Hotel Britannia has also asked that which kind of
customers are not satisfied with the costing
between £68-£80.
• It has also been argued that which members has
said that cleanliness and bedroom comfort is not
appropriate. It is not corrective measure which is
taken by company.

Solutions
• According to the analysis the Britannia Chain of
Hotel lack basic facilities which it need to over
complete to gain its market image back.
• By monitoring and control staff performance, the
firm can improve its services

Contd…
 The manager of Britannia hotel should check the
food before it is been served to guest in order to
ensure the quality of food.
 The hotel company should allocated CCTV
cameras at every mandatory location in order to
protect consumer rights.

Contd…
• In order to advance the quality of services the
business firm need to set out new standards about
services.
• Company also need to employ the quality
management team which can ensure about the
cleanliness and state of bedrooms.

Contd...
 The manager of Britannia Hotel Chain should
enhance the accommodation facilities in order
to serve comfortable stay experience of guest.
 Feedback and complaint process must be
advanced for having improvement in comfort
level.

References
Analysis of Britannia Hotels 2016. [ONLINE].
Available through
<http://www.mirror.co.uk/money/worst-hotel-chain-
uk-revealed-9125633>. Accessed on 26th July 2017].

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