Salford University: Four Seasons Hotel Service System Analysis Report

This report provides a detailed analysis of the Four Seasons Hotel's service system, focusing on inventory and asset management within its production system. It outlines key operational activities, including housekeeping, executive roles, front desk services, maintenance, kitchen staff, marketing, and accounting. The report identifies potential operational failures, specifically within housekeeping and marketing, and suggests how these failures can impact the hotel's performance. Furthermore, it explores the application of a lean approach to address these shortcomings and improve overall operational efficiency. The report concludes by summarizing key findings and discussing how the lean approach can assist the production system in achieving its goals.

analyse the service system
of four season hotel

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1. Inventory and asset management in production system.....................................................3
2. Key operations and activities concerned with production system presenting a analytical
operational flow......................................................................................................................4
3. Operational areas where transportation system can fail to match operational presentation
measures clearly demonstrating.............................................................................................6
4. lean approach to overcome from filers in operations.........................................................7
5. Lean approach in the other operational areas.....................................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
A service system is a configuration of technology and organizational networks design to
deliver services to the customers and fulfil their needs. Services system is term which in service
management, service marketing service design etc.
This report will take four seasons hotel & resort to analyse service system of this hotel. It is
Canadian international luxury hotel and their headquarter is in Ontario Canada. They are
operating 100 hotels in worldwide.
This report will analyse how well the inventories and assets within the production and
service system managed in the four seasons hotel. It will also provide detailed illustration of the
key operations involved within companies service system and production system. This report
will identify two points where the company's delivery system may fail to align their operational
performance measures. This report will discuss a lean approaches in this organization. In the end
of this report will identify three key findings discussing the extent to which the lean approach of
chosen may assist the production system.
MAIN BODY
1. Inventory and asset management in production system
Inventory and asset management of the four seasons hotel plays important role to make
their system run smoothly, and they are able to provide satisfaction to their guest (Cukur and
Svensson., 2016). Inventory and asset management of this hotel include Towels, bathroom ,
restaurants and other equipment and facilities like lobby and housekeeping, kitchen tools etc.
Managers and other staff member manage all the equipment in this hotel. When guest book hotel
room then staff manage all the equipment in the room and check all the facilities in the room are
working properly or not. Issue in any area can destroy reputation of the four seasons hotel
because it can create bad image in the customers mind so it is important for the staff to check
each and every area and make available all the services in the guest room.
In the food production area of the four seasons hotel, chef make the food for the guest
and before they arrive in the hotel. Their responsibility is to manage all the kitchen and
restaurant area of the four seasons hotel. There is different staff in the food department of this
hotel, and they manage all the equipment in the restaurant and when food is ready then they
service to the guest room or table.

Chefs of the four seasons hotel make mood for the whole hotel, and they all are
professional and able to make quality food for the guest which attract customers to try food in
this hotel and spend quality time in this hotel (Doo And et.al., 2017). Sheaf who are working in
four seasons hotel are professional, and they have proper knowledge for the premium dishes,
and they are able to satisfy customers by providing tasty food. Which help four seasons hotel to
increase growth in the market and show their presence in this competitive industry.
Manager of the four seasons hotel are responsible to manage every area of the hotel.
They manage staff members and give them direction to run operation in the companies
workplace and provide quality services to the guest, so they able to achieve their business goals
and increase growth of this hotel. Manager monitor activities of the staff and welcome the guest
when they arrive in the hotel (Fujiwara and et.al., Hitachi Construction Machinery Co Ltd,
2018). Managers of the four seasons hotel are responsible to encourage staff members to achieve
companies goals and their business objectives so four seasons hotel can be successful.
2. Key operations and activities concerned with production system presenting a analytical
operational flow
There are many key operation which is run under the four seasons hotel which provide
high growth to their Hotel, and they are able to achieve customer loyalty. Here are some
operations involved in production and service system-
Housekeeping
It is important for the hotels staff to keep the room of the guest clean and well
maintained. Housekeeping of the four seasons hotel are responsible for every detail within a
room , from the cleanness to keeping toiletries stocked. Housekeeping staff also maintain the
other thins and equipment such as bed and TV in the guest room so guest can feel fresh when
they enter the room. They provide services to the room and when guest ask for anything then
they have to provide them in their room.
Executives
Executive of the four seasons hotel are responsible to make decision for this business.
They may be departmental heads, directors, managers. Executive of the four seasons hotel are
responsible to direct the staff and give them responsibilities to run the operational activities in
the workplace and provide quality services to the staff. They are superiors of the company and
there are many employees who work in the organization. They also provide training to the staff

members to increase their efficiency in the task so four seasons hotel show their presence in the
Hospitality industry.
Front desk services
Managers of four seasons hotel are responsible to provide front desk services to the
guest. They are responsible to communicate with the guest on the call and maintain booking of
the guest. They also solve the query of the guest and provide them services they need to the
guest. This they provide services to the customers and help their guest by the effective
communication. They also maintain other operation in the four seasons hotel like give task to
the staff, manage their salaries, manager booking from the online etc. Managers of the four
seasons hotel provide training to the employees and try to improve their efficiency so company
can take competitive advantages in this industry, and they can show their presence in the top
hotels in the Canada.
Maintenance
Maintenance of the equipments are important , even the best quality utilities and it can
interruption and malfunction. In today’s technological world with the advance technology, there
is also many things to fix, and they have to re pare in terms of computers, TV screens, DVD
players, and many other cutting-edge tech items than before (Gokhale and Vibhor., CommVault
Systems Inc, 2017). Tech can sometimes also be the duty of the companies managers or front
desk services, which depends on what works best for the four seasons hotel. In addition, of
some cases, maintenance of those equipment might be clump in with housekeeping or another
role. This also depends on ion the size of business and the personnel available to four seasons
hotel.
Kitchen staff
Kitchen staff are responsible for the food product department in four seasons hotel. They
make food for the guest and service their food to their rooms. They also serve food in the
restaurant of the four seasons hotel. They fulfil the basis need of the guest which is food and
sheaf of this hotel are professional, and they are able to make every kind of dish with quality.
They provide services to the guest as soon as possible and satisfy their needs and their demand.
Marketing and sales
Every business required promotion. Marketing team of four seasons hotel are responsible
to promote this hotel in the market. It is important for them keep up to date with the latest and

new marketing channels and marketing practices. four seasons hotel are promoting their hotel
on the social media platform, and they are using tools like SEO and content writing which allow
guest to know about this hotel more. This all activities are run by the marketing team of the
hotel and every team member of the marketing have experience and knowledge about marketing
(Kache and et.al., International Business Machines Corp, 2016). Marketing also sometime
become duty of the companies front desk work because superiors of the four seasons hotel
frequently want to activity over the exact message which being with their target audience.
Accounting
Every kind of business commonly needs correct accounting. Following cost and income
helps to keep a finger on positive for the business so four seasons hotel can make tweak and
improvement as necessary. This hotel is having their own accounting team maintain all the
account of their business, and they are answerable to the companies superiors, and they have to
provide relevant data and forecast. Accounting team of the four seasons hotel also makes offer
support ad accommodation for the other department of the Hotel. According team manage cash
flow information in the hotel and provide all the information abut the transaction done in the
business.
3. Operational areas where transportation system can fail to match operational presentation
measures clearly demonstrating.
There two weak area of the company where companies transportation system may fail to
adjust their operational performance. Housekeeping and marketing are those areas where four
seasons hotel can be fail and not able to run their operation properly.
Housekeeping
It is important for the housekeeping team of the four seasons hotel to have proper
training and skills to maintain rooms according to the hotel standard (Kattimani, P. S ., 2018). If
members of the Housekeeping are not having skills and proper knowledge they will unable to
maintain cleanses in the every room. Four seasons hotel is one of the famous hotel in Canada and
if their housekeeping team will not able to clean rooms properly then guest can be dissatisfied
and it will also affect on their brand image. It is necessary for managers to provide training to the
housekeeping team, so they can clean rooms and every area properly so customers can satisfy
with the services of the Hotel, and they can increase their brand image in the whole hospitality

industry. They should have staff who have proper knowledge and training for this operational
work to company can achieve their business objective and satisfy their customers.
Marketing and sales
Marketing team can also fail to deliver their performance due to market conditions.
Market condition change any time and new trends can can arrive in the market where Four
seasons hotel is operating their business (Kusukame, Funase and Kozuka., Panasonic Intellectual
Property Management Co Ltd, 2019). It can take time of the marketing team to find those trends
and providing competitive advantages in the market. Lack of training in the marketing team can
also company profitability because they are responsible to promote hotels in the market and if
they are not having proper training in the marketing then this affect on the company, and they
will not able to make new customers. HR department of the Four seasons hotel should recruit
candidates who have knowledge in marketing, and they should have good experience in this
filed, so they can successful run their business through promotional activities. Other failure in the
marketing can be lack of knowledge in new marketing tools like social media which are trends
for the business now a days. It is important for the marketing team to have proper knowledge of
social media, so they can promote their business on social media platform. It is affective way to
promote their business and brand in low budget. Marketing team of Four seasons hotel can use
social media and save some money in other marketing tools. They can use money to provide
training to the employees and make their employees more effective and better and take
competitive advantages.
4. lean approach to overcome from filers in operations
There are many companies who have started their business from many years before. In
the beginning of their business they implement process that worked then and for the other
department of the company, and they are skill working with the same process in their production
department. This can be disadvantage for their business because technology and approaches are
changing and increasing the level of production (Lim., NEXTLABS Inc, 2018). One of the
trading approach in the market is the lean manufacturing.
Lean approach is the activity of minimizing the waste material from the production and
add more value in the product and services. In the japan lean approach is considers as a set of
instrument and mentality The key principles of Lean approaches which are based on get rid of all
kind of waste from the material and it increases the customer perceived worth with everything

they do. In add-on, management of the company must give their support and superiors of the
company encourage the Lean mindset throughout the companies at all levels. Lean means doing
more with less while doing it better.
Five principles of lean manufacturing
Lean is more than just a set of problem solving tool. It is totally based on a foundation of
the principle designed to not only eliminate waste and provide quality but also help companies
change way to do business.
Value
It is essential for the organizations to know what their buyers willing to pay for . Value of
the product and services defined by the customers (Lobo, Samaranayake and Subramanian.,
2019). And this also categorized in the three ways which are non value add activities
(minimization of waste), business value added activities and value added activities.
Value stream mapping
Mapping the process and their steps or the sequences which a services and product goes
through the company.
Flow
Allowing information and products requests to flow smoothly through business without
delay or disruption so company can provide product to the customers as soon as possible.
Pull
This approach only replace material which is used for the eliminating excessive
inventory, which allow them to respond faster and quickly to the customers requirements. It
helps to satisfy the needs of the customers, and they get their product on time.
Strive for petrifaction
This approach always striving to eliminate the wastes from the product and use resource
of the product properly and improve the value provided to customers of the company.
Helpful for four seasons hotel
Lean approach can be helpful for the four seasons hotel because it is useful and help
their business to achieve their business objective (Mitkar and Kumarasamy., CommVault
Systems Inc, 2016). They can improve their services and also improve the failures on the
companies orations such as making department and Housekeeping operations. They can use this
approach to remove improve the process in the both the department and company can take

competitive advantages. Lean approach implementation also will improve the performance of the
house keeping department because they can gain more knowledge about their work and how they
can maintain cleanness and maintain room properly. It will help them to provide quality services
to the customer's ad they can able to satisfy the customers and increase their reputation in the
market. It will help them to identify the needs of the customers and housekeeping can provide
those services to the customers, and they can gain customer loyalty.
5. Lean approach in the other operational areas
Lean approaches are important for the four seasons hotel to take competitive advantages
and company can achieve high growth in the market (Pärn, Edwards and Sing., 2017). One of the
most productive area of the company is food production department where they cook food for
the guest and fulfil their basic needs. On more area where lean can be used to increase
performance is sales and services.
Food production department
Lean approach can help companies food department to minimize the waste from the
resources. It will help them to add more value in the food, and they can provide quality food to
the customers and improve their brand image in the market. Being able to deliver the food to the
guest on time has become the basic expectation. Food production department of the four seasons
hotel should identify and considered their value added activities versus their non- value
activities. This approach will help this company to add value in the food and company can
provide the quality food in the affordable price (Radulescu, Flore and Song., Qualcomm Inc,
2016). Food ingredients come from the other places and price of the ingredients fluctuate so it
becomes hard for the four seasons hotel to provide food to the guest in affordable range. Lean
manufacturing can be helpful to overcome from this approach. It will minimize the waste from
the ingredients used to make food so company can provide food in less cost and satisfy their
customers. It will also help four seasons hotel to take competitive advantages in the market and
show their presence in the hospitality industry. Less price food can also attract new customers,
and they can gain customer loyalty. This will also affect on the profitability of the four seasons
hotel.
Sales
Lean approaches can increase the performance of the sale department of the four seasons
hotel. Employees who are working in the sales department of the hotel can take training for the

lean approach ad use this to increase their efficiency in the market. It will enable them to achieve
competitive advantages, and they can run their sale their services to the tourist. They can attract
the customers and provide quality services to the guest.
Accounting
Lean approaches can help accounting team of the four seasons hotel to minimize the
defects from the accounting book (Vibhor, Mehta and Karandikar., CommVault Systems Inc,
2019). They can properly maintain the performance of the accounting process and provide prop-
er accounting of the companies cash flow. It is important for the four seasons hotel to implement
this approach to improve their organizational operations and activities which provide success
and profitability to the four seasons hotel.
CONCLUSION
As per the report has been cove case study of four seasons hotel and it has been analysed
how well the inventories and assets within the production and service system managed in the
four seasons hotel (Yu and Besik., 2017). It has been provided detailed illustration of the key
operations involved within companies service system and production system it has included
marketing and sales, housekeeping, accounting, Kitchen staff, executive front desk services and
maintenance . This report has been identified two points where the company's delivery system
may fail to align their operational performance measures which was marketing and
housekeeping. This report has been discussed a lean approaches in this organization and explain
briefly about lean approach. In the end of this report has been identified three key findings
discussing the extent to which the lean approach of chosen may assist the production system. It
has been concluded food production department, sales and accounting.

REFERENCES
Books and journal