Service Management and TQM Proposal: Senesac Hotel, TOUR250 Assignment

This report presents a comprehensive service management proposal for the Senesac Hotel, addressing identified service failures and proposing strategies for improvement. The report begins with a service recovery plan, outlining objectives, required actions, and the responsibilities for implementation, including ways to effectively handle dissatisfied guests. The report then moves on to a total quality management (TQM) plan, detailing quality elements based on the RATER model (Reliability, Assurance, Tangibles, Empathy, and Responsiveness), and suggesting improvements for overall service quality. A process flow chart and standard operating procedure (SOP) for handling food complaints are also provided. The report concludes with suggestions to ensure the future success of the Senesac Hotel, emphasizing the importance of providing innovative experiences and soliciting customer feedback. The report also includes a bibliography of relevant sources.

Running head:OPERATION MANAGEMENT
Operation Management
Name of the Student:
Name of the University:

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2B- Service management
1. Propose service recovery plan
1.1 Objective of service recovery strategy
The objective is to service recovery strategy is to resolve the problems which are caused
the service failure in Senesac Hotel. A good recovery will reduce negative impact of the
customers and increase in quality level for meeting customer’s expectations. In the hotel, the
staffs are not able to respond to the guest’s problem on time which results in service failure. The
service recovery will prevent losing of the customers and due to low market entry barriers, it is
easier for the competitor to win dissatisfied customers of Senesac Hotel as they failed to meet
with customer’s expectations.
1.2 Actions need to include
When there is service failures occurred in the hotel, then the service recovery strategies
are required to implement by the organization and below actions are taken to improve the hotel
operations of Senesac Hotel such as:
1. They should encourage the customers to complain when they are dissatisfied with the
services of Senesac Hotel. The customers should have provided with toll free numbers for
complaints and queries. Complaint handling will help to recover from the service failures.
They should also conduct regular surveys and interviews for knowing reasons behind loss
of customers and service failure.
2. The Senesac Hotel should provide training to their employees regarding behavior and
maintain a better relationship with the customers. The staffs of Senesac Hotel have lack

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of behavioral issues, therefore employee training program should guide the employees for
service recovery. They should be trained for good communication and decision making
skills.
3. The service employees can apologize as well as assist to the customers for rectification of
the problems plus compensate the dissatisfied customers. The compensation is in the
form of discounts, coupon as well as free of cost services.
No, there is no immediate change of the personnel’s in the hotel organization, while the
personnel are being trained regarding potential problems that they are facing related to the
service delivery of the staffs to their guests. The staffs are empowered by providing them
authority to take corrective actions on proper time.
1.3 Responsibility to lead and implement the plan
The business consultant is responsible to lead as well as implement the action plan. The
business consultant can organize and execute the business project on behalf of the customers
based on their requirements. They collect information about the client’s businesses through
methods such as survey and interviews.
1.4 Ways to deal with dis-satisfied guest
 Understanding the guest’s problems and review the situations from point of view
of the customers
 Finding median between what the guests need and what the staffs need
 The hotel should be constructive, empathetic as well as agreeable with the
customers

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2. Total quality management plan
2.1 Quality elements of RATER and improve overall service quality level in the future
Factors Details
Reliability Senesac Hotel is not able to deliver agreed and promised services to their customers.
It is a concern for quality of reliability and way the customers are relied on it. In order
to overcome with this factor, each of the new employee should attend training
regarding the hotel procedures under the supervision of the manager. There should be
special program for the employees for keeping them motivated and high level skills.
Assurance The staffs should communicate their knowledge to their guests. The customers
should trust the employees while delivering their services, in case of hotel
service it is required. In order to do so, the staffs should be competent, respect
to the customers, be confidential and credible plus assure of their safety as well
as security while staying in the hotel room.
Tangibles Senesac Hotel should provide physical facilities to their customers to maintain a good
quality of hotel services provided to them. The key significant aspects are: Room service facilities Equipment maintenance such as TV, Air Conditioner Wi-Fi facilities Communication materials such as Cell phone
Empathy The services provided by Senesac Hotel is required to care about the customers and
stakeholders. The employees are taught to hear the customers and understand their
requirements. They should also wish them every time they meet them in the hotel
premises and apologize for any situation which is not comfortable for them. They

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should see things from the point of view of the customers.
Responsiveness The employees should always will to help the customers in any situations,
prompt the attention to the request, resolution of the problems, handling the
complaints plus flexibility while delivering services to them.
No, there will be no change of the personnel in that case. The existing personnel are
trained to provide quality services to their customers.
2.2 Process flow chart and standard operating procedure to handle food complaints in
future
Process flow chart to handle food complaints:

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Figure 1: Process flow chart on food complaints
(Source: Created by author)
SOP to handle food complaints:
In the raw chicken case, SOP is important as it helps the staffs to carry out complex
routine operations of the hotel. It aims to achieve the business efficiency, quality output as well
as uniformity of the business performance. It reduces miscommunication plus failure to comply
with the regulations of the hotel.

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Process: How to handle food complaints in the hotel industry
Objective: To handle the situation by managing the food complaints
Responsibility
:
Food Manager
Scenario: How to handle a food complaints regarding raw chicken among the customer and food
manager
Staff involved Procedure
The waiter served the main course to the customers.
Customer 1 and
Customer 2
Customer 1 asked customer 2:
Is there a problem with your chicken?
Customer 2:
Yeah, I ordered rare chicken as I like it, but the chicken is very red and raw
from inside.
Customer 1 You should ask the waiter to send it back to the kitchen so that they will
gove you another chicken.
I will call the waiter over. Excuse me!
Waiter Yes, sir, How can I help you?
Customer 1 One of my friend has ordered a chicken but it is raw and very red from
inside. I think it is not cooked from inside.
Waiter The chicken is supposed to be like that, I am afraid that I cannot do nothing
with this.
Customer 1 Well, in that case I will like to speak to your food manager, please

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Waiter I will go and get the manager for you.
Manager Good Evening Sir! What seems to be a problem?
Customer 1 The waiter is refusing to replace the chicken as it is almost raw. We are not
happy with your service and the waiter is also arrogant towards us.
Manager Please accept my apologies and I will send back your friend’s chicken dish
and will get it replaced. We would not charge you for the roasted chicken.
Also, to say sorry, we will give you 30% discount on you total billing
amount for the problems you have experienced.
Customer 2 Thank you very much for your service.
2.3 Personnel involve to oversee TQM
The existing manager is responsible to oversee the implementation of TQM plan. The
proposed timeline is 3 months.
2.4 Suggestions to ensure future success of Senesac Hotel
The customers should require providing innovative experiences. The manager should
communicate with the guests regarding the problems they are facing. They should perform a
survey for taking customer’s feedback if they are satisfied with their services or not.
Conclusion
It is concluded that the hotel should implement of total quality management so that they
can provide quality services to their customers. The hotel is required to implement this

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management approach for longer success throughout customer satisfaction. The staffs of the
industry participate to make improvement in processes, products and services.

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Bibliography
Fredendall, L. D., & Hill, E. (2016). Basics of supply chain management. CRC Press.
MacCarthy, B. L., Blome, C., Olhager, J., Srai, J. S., & Zhao, X. (2016). Supply chain
evolution–theory, concepts and science. International Journal of Operations &
Production Management, 36(12), 1696-1718.
Nicholas, J. (2015). Lean production for competitive advantage: a comprehensive guide to lean
methodologies and management practices. Productivity Press.
Rajeev, A., Pati, R. K., Padhi, S. S., & Govindan, K. (2017). Evolution of sustainability in supply
chain management: A literature review. Journal of Cleaner Production, 162, 299-314.
Vogel-Heuser, B., Fay, A., Schaefer, I., & Tichy, M. (2015). Evolution of software in automated
production systems: Challenges and research directions. Journal of Systems and
Software, 110, 54-84.
Yin, Y., Stecke, K. E., & Li, D. (2018). The evolution of production systems from Industry 2.0
through Industry 4.0. International Journal of Production Research, 56(1-2), 848-861.