BMIH4003: Analyzing Secret Weapons of Service at the Savoy Hotel

This report analyzes the secret weapons of service within the hospitality industry, focusing on the Savoy Hotel as a case study. It identifies five essential service systems: preparation, execution, guest performance, recovery, and continuous improvement. The report explores service recovery models, emphasizing apology, review, fix and follow-up, and documentation. The LEARN model (Listen, Empathize, Apologize, Resolve) is also discussed as a method for enhancing customer experience. Recommendations include focusing on trends, utilizing AI for guest performance analysis, applying recovery models effectively, and adopting a CRM approach. The report concludes that service organizations can leverage these strategies to build strong brands and ensure customer retention.

Hospitality and Guest
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK...............................................................................................................................................3
Five essential service system.......................................................................................................3
Recovery models.........................................................................................................................4
Learn model.................................................................................................................................5
Recommendations........................................................................................................................6
CONCLUSION................................................................................................................................6
REFERNCES:..................................................................................................................................8
Books and Journals:.....................................................................................................................8

INTRODUCTION
The report aims to analyse the use of secret weapons for the hospitality services. This
industry is expanding at vast rate into the market. Due to this reason, hospitality services are in
demand for all the people whether for entertainment, fun and travel. It shows that, the hospitality
sector must be spontaneous and effortless for the customers while setting service standards.
Every company has different rules and criteria to provide different and unique services for the
customers as well as managing the brand. The report is going to wok upon the Savoy hotel which
is established in UK and in the year 1889 (Naumov, 2019). The company provides all the
luxurious facilities like dining, accommodation, fun and entertainment and many more.
Therefore, the report will present effective secret weapons of services which are Preparation,
Execution, Guest performance, recovery and continuous improvement.
MAIN BODY
TASK
Five essential service system
The hospitality industry is known for providing high quality services and diversified
activities to attract customer attention. In order to be effective, there are mainly five essential
service system which helps in managing brand, satisfy customer needs and wants and create
reputation into market. Customer experience is a key aim for the hospitality industry which will
retain them for long time and enhance competitiveness into market. In order to provide the
effective services whether for food, housekeeping, fun and entertainment, hotel or restaurant
needs to keep focus on the secret elements which are not seen by the customer but involved in
the company practices. These are described below:
Preparation: This is the effective service system which helps in planning the product
and service that are mostly in trend. Planning and preparation is essential for hospitality sector
in order to include diversified range of services at one place.
Execution: The service system must execute all the prepared plans to provide customer
centric services. This execution must involve effective and professional behaviour of staff, listen
to customer wants.

Guest performance: It is also an effective performance system by checking the
performance of guest arrives at Savoy hotel. When the hotel will be able to analyse the response
of client, they will make better strategies in their next visits.
Recovery: Once the performance of guest will be analysed, the hotel will start practising
for its recovery if the customer got unsatisfied (Johnson, , Thompson, and Paul, 2022). They
need to make sure to recover the failures and implement new practices for new customers.
Continuous improvement: The service could only be effective with the help of taking
continuous improvement. It will eliminate mistakes, defects and unnecessary practices from
activities and lead to innovate new practices for satisfying customer.
Recovery models
The hospitality industry has wide operation , task ans activities which carries out in day
to day practices. There are many areas that may get hamper due to ineffective planning, poor
guest experience, less brand management and many more. Every negative aspects could get
solve through making plans for recovery. Many restaurants, cafe and hotel whether working on
small or large level are using recovery models which helps in improving company performance.
The main motive is to aware the employees about the service failure and make them encourage
to respond it in effective manner. This could be done through the model described below:
Apologize: The service recovery could be made possible through involving a real
apology if anything has happened worst. The employees needs to grant apologies by customers
for any inconvenience that have faced. This step is taken by Savoy hotel which believes in being
highly customer centric.
Review: The another step is to review the customers side of perspective and their
complaints. By listening to them it will result in prompt improvements and creating better
strategies for further activities. For example, the Savoy hotel will find the industry trend of
digital technology, they need to take reviews upon site working to check whether the customers
are facing any issues or not.
Fix and follow up: When the employee fixes the problem or issues a customer is facing,
they need to take follow up for what has done till now. Taking follow ups will help in checking
the progress and learn it for using for future reference. Follows ups are necessary in the
hospitality services which is used by every hotel like Intercontinental, Marriott and Savoy. These

hotels believe in finding each and every problem a customer is going through to eradicate them
and provide good solution.
Document the problem: By analysing the problem or issue, it must be in written format
to find out the causes and defects (Dogru, , Mody, and Leonardi, 2018). It will help in
permanently focus on the documented solution and match it with the trends for practical
implementation.
Learn model
As per this model, the hospitality sector is required to know the overall experience of the
customer during taking services. If anything happens irrelevant, it makes a poor experience for
the customer which impact on the hospitality sector.
Listen: As per this step, the employees of Savoy hotel needs to listen to their customers
for identifying problems. It require effective listening skills to demonstrate people issues and
make a fair communication.
Empathize: At this point, it is necessary to look deeply in the customer's point of view
before come to a solution. At this point, the managers needs to take decisions through involving
both heart and mind (Mariani, and Borghi, 2021). Therefore, it is required to be emotionally
presentable to solve customer queries which is necessary to attract customer in this competitive
market.
Apologize: It becomes a necessary to apologize in sincere way. In hospitality industry,
there can be different wants of customer for product and service. The employees must replace the
items and apologising for giving it. It could be food related choices and other housekeeping
elements.
Resolve: Once an apology is made. It is required to deliver the right product and service
which will resolve the customer problems. This could be done through following the service
system of continuous improvement.
The best model could be used by Savoy hotel in which all the apologies resolution of problems
comma implementing the solutions are also being considered (Ristova, and Dimitrov, 2019).
These all are the part of effective services system which can be determined through preparing the
executive the plans and customer journey map. It will resolve the problems with best emotional
touch and using strategies to provide the services which customer wants.

Recommendations
 The companies in hospitality industry is required to focus on the Trends and customer
wants before planning and executing and action. For example, the Trends includes digital
technology and convenient experience of stay and entertainment is all must be effective.
Their food the Savoy hotel is to involved digital technology by ascertaining expectation
knowledge and give all the rights to data security and consent. It will not lead to any
mistakes and the company will achieve best services system standards into their
operations.
 The Secret essential of service system involve guess performance and recovery which is
crucial to written the customers happy and not unsatisfied. My regular checking on finds
performance through AI and taking feedbacks would be easy to analyse their actions and
prepare for improvement. This technology's are also in trend which would help in
analysing competitiveness and get benefit of taking advantage to the arrival strategy.
 The hospitality industry would provide great services through apply applying recovery
models that will help in find the problems and recover it with replacing the unwanted
freedoms and services through the desired once of the customers. It will reciprocate the
negative impact and the customers will feel well used and listen. This strategy is most
appropriate for Savoy hotel to maintain their luxurious presence and make apologies for
any mistakes happened intentionally or unintentionally.
 The Trends also includes about CRM approach in which the companies maintain
relations with customers by asking to their query problems and finds the need for
improvement as per the data collected.
CONCLUSION
The report has concluded that the service organisations have best weapons to create standard and
manage the brand at global level. The services could not be seen or touch but can be felt so it
must be more effective rather than the products. The main essential points of service system are
preparation execution, recovery, guest performance and continuous improvement. It has analyse
that all these service systems are presented to plan an execute the strategies by checking guest

actions and find the needs for improvement. This would be done through the recovery models
that has analysed in this report which shows apologies comma empathy and recovery will
eliminate negative aspects and assure customer retention.

REFERNCES:
Books and Journals:
Naumov, N., 2019. The impact of robots, artificial intelligence, and service automation on
service quality and service experience in hospitality. emerald publishing limited.
Johnson, E.M.S., Thompson, E.G.M. and Paul, N.I., 2022. Preparing the post-pandemic
workforce for the cruise and hospitality industry. Worldwide Hospitality and Tourism
Themes.
Dogru, T., Mody, M. and Leonardi, C., 2018. Blockchain technology & its implications for the
hospitality industry. Boston University.
Ristova, C. and Dimitrov, N., 2019. Digitalisation in the hospitality industry-trends that might
shape the next stay of guests. International Journal of Information, Business and
Management, 11(3), pp.144-154.
Mariani, M. and Borghi, M., 2021. Customers’ evaluation of mechanical artificial intelligence in
hospitality services: a study using online reviews analytics. International Journal of
Contemporary Hospitality Management.