BUS7372 – Advanced Operations Management

Running head: STRATEGIC MANAGEMENT FOR THE INTERNATIONAL
HOSPITALITY INDUSTRY
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STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY
Name of the Student
Name of the University
Author’s Note

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY1
Abstract
With the advent of modernization and implementation of technological skills in
managerial expedition to improve the way of business in the social life of people, hospitality
industry renders a significant impact upon them. In order to understand the prevailing scenario in
the sector and to render an effective analysis to ensure betterment in this sector it is important to
delve into the management of service quality and its corresponding consequences. The objective
of the study is thus to understand the implementation of service management in hospitality sector
and to reveal the impacts of related variables that affect the hospitality sector in terms of service
quality based on the existing situation. However, strategic service management garners
hospitality sector in a much more sophisticated way being adhered towards the intention of
understanding customer needs and responding back to them with satisfactory quality services. It
also helps to anticipate forthcoming opportunities followed by mitigating risks & threats. The
following study encompasses range of secondary data in the format of raw interview transcripts
that reflect the issues regarding service management of this hospitality sector. Considering
managerial perspective as well as existing organizational culture that is being practiced &
information that are being exchanged within employees, customers, suppliers, labor force and
other respective stakeholders, etc. are crucially evaluated. Thus the purpose of the research is to
understand the market competitiveness and ensure advantageous prospect of hospitality industry
the study have delved into the ways that are necessary to strategize the prevailing situation in the
segment of service management in this sector. The research question is related to the aspect of
detection of the factors that affect service management in the hospitality sector. The
methodology of the research circumscribes descriptive research approach where interview is
been conducted to obtain primary data and proceed towards the analysis of findings from the

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY2
research. The key findings relates to the aspect of service management which was found to be
dependent upon the quality of service deliverance, customer satisfaction, management of
information that are exchanges between the customers and the service providers of the
hospitality sector as well as the quality of courteous hospitality that the consumers obtains in the
form of satisfaction form the service providers of the hospitality industry. It was recommended
that along with that providence of hygienic food supplements based on customer needs,
anticipating their wants, providing safe housekeeping and healthy environment to the customers
raises their credibility towards the hospitality sector.

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY3
Table of Contents
Abstract............................................................................................................................................1
Introduction......................................................................................................................................7
a. Purpose of the study..............................................................................................................7
Objective 1:..............................................................................................................................7
Objective 2:..............................................................................................................................7
b. Research Motivation.............................................................................................................8
c. Research Questions...............................................................................................................8
Research Questions 1...............................................................................................................8
Research Questions 2...............................................................................................................8
d. Research Methodology.........................................................................................................8
e. Organization of the Thesis....................................................................................................9
3.0 Background/Theoretical Base....................................................................................................9
4. Literature Review......................................................................................................................13
a. Introduction............................................................................................................................13
b. Main body..............................................................................................................................13
c. Summary of Literature...........................................................................................................15
5.0 Research Methodology............................................................................................................16
a. Research Methodology.......................................................................................................16
b. Research Approach.............................................................................................................17

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY4
c. Data Description.................................................................................................................17
d. Sampling method................................................................................................................17
e. Data Analysis Method........................................................................................................17
6.0 Results......................................................................................................................................17
7.0 Discussion................................................................................................................................18
7.1. Introduction.........................................................................................................................18
7.1.1 Service Quality.............................................................................................................19
7.1.2 Service Deliverance......................................................................................................19
7.1.3 Customer satisfaction....................................................................................................19
7.1.4 Information Technology Management.........................................................................20
7.1.5 Health Management......................................................................................................20
8.0 Recommendation.....................................................................................................................20
9.0 Conclusion & Future Work.....................................................................................................21
10.0 Reflection of the Project........................................................................................................23
a. Project tasks........................................................................................................................23
b. Key areas of Learning.........................................................................................................23
c. Time management..............................................................................................................24
d. Personal Motivation............................................................................................................24
References......................................................................................................................................25
Appendix........................................................................................................................................30

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY5
Interview Transcript 1................................................................................................................30
Interview Transcript 2................................................................................................................37

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY6
List of Figures
Figure 2: Theoretical Framework..................................................................................................11

STRATEGIC MANAGEMENT FOR THE INTERNATIONAL HOSPITALITY INDUSTRY7
Introduction
Strategic plans are maneuver designed in order to maximize long run objectives. Thus
strategic Hospitality Management is neither concerned with outsourcing the products and
services produced in its industry nor to consolidate the market. Strategizing the service
management in the hospitality sector is a major issue of concern due to its growing market
demand, prevalence of new technological inventions and managerial innovations (Hertzman et
al., 2015). The study pioneer the essentiality for strategizing managerial initiatives in the
hospitality sector along with reflecting its scope of the sector in future.
a. Importance of the study
Customer satisfaction is affected by different factors related to providence of services
in the hospitality sector. Factors like utility that customer obtains from the services that are
provided to them, the quality of staff training, online reviews, overall feedbacks, etc. helps in
acquiring peer advantages in the competitive industry. The importance of the study is to
identify the nature of impact of all these factors upon the quality of the services provided to
consumers at a hospitality location.
The aim of the study can be incorporated as follows:
Objective 1:
Determining a brief literature & identifying the gap in literature based on the prevailing
context related to the factors that are the determinants of the quality of service management in
the hospitality sector.
Objective 2:
To determine the best possible measures that will increase the service quality levels and
practice efficient service management in the hospitality sector