Service Delivery Management Operation Project Report: Hospitality

This project report focuses on improving the hospitality sector by analyzing a tour and travel agency. It identifies opportunities for income generation and addresses industry challenges. The report details the services offered, target customer segments, and current and future implications for the ag...Read More

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
Project repot-service delivery management operation for a hospitality venue.
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Executive summary.
This reported was generated so as to improve the hospitality sector. The main aim of the report
was to identify an event in the field of hospitality and then generate a comprehensive overview
of how the event could generate income and solve the various problems in the industry. The
report addressed the tour and travel sector. The report indicated the various services offered by
tour and travel agency. Again, a detailed customer target segment was provided. It indicated all
the potential customers and the benefits they could get from the agency. Finally, currents and

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
future implications were addressed concerning the same section. To my opinion, that report was
well presented and documented.
Introduction
The main aim of this report is to generate a business event from the field of hospitality. This
event will be able to provide products and services to the general public. The results of the report
will be based on the type and nature of the event selected. It is important to generate a great
business event that can be subjected to practical implementation thus generating huge incomes to
the owners and other stakeholders. Furthermore, the event should ensure more jobs opportunities
are created. This will be a good response towards reducing the level of unemployment in the area
however small. The report should be highly articulated by fully stating and spelling out all the
required documentations, ideas and motive such that, an investor would go for the idea and put it
into practical implementation. The main aspects to address in this report will be; organization
overview, target market segments, current and future implications, service concept and finally
drawing conclusions so as to fully deliver the motive of this report.
1. Organization overview.
There are so many gaps that need to be field in hospitality sector. Population is increasing day in
day out. This implies that investors need to provide services so as to cater the increased
population proportionally. Therefore, for that case, we have selected our event to be
transportation section which is comprised as one of many segments of hospitality. Our main aim
is to set a transportation service network based in Australia. The most appealing name of our
organization is ‘Luxury Direct line Tour and Travel Agency’. To start with, transportation sector
is not just a sector of getting people from one place to another. This sector plays a very important
mandate in tourism industry, with land, air and water being the major transportation methods that
have been serving people all over Australia (Yeoman, I. and McMahon-Beattie, U. 2005).
Therefore, our choice for the required event in hospitality is travel and tourism segment. Our
event will be situated in Australia. Though transportation sector is quite wide, our organization
decide to use land mode of transport using motor vehicles. There is a need to lay down plans on
how to access transport vehicles and all the necessary and relevant requirement for this task.

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
Another important requirement for this task is a professional management team that can fully
propel the idea into practice. The below members forms organization structure of Luxury Direct
Line Tour and Travel Agency.
Organization structure
(a) Manager.
The manager will be in charge of the entire organization. He will oversee all the
operations of the agency. He is the decision maker and moderation of events taking place
in the organization.
(b) Transport director.
Transport director will deal with all the transport logistics.
(c) Road and transport safety controller.
He will acts as agency human resource personnel. His main duty will be recruiting
drivers and co-drives and ascertaining qualifications of all human resources to be
recruited in this agency.
(d) Motor vehicle assessor
He will be involved in the purchase of vehicles to be used in the whole event.
(e) Chief Head of drivers.
He will be receiving signals and complains from other drivers when they have been
deployed in the field.
(f) Accountant.
An accountant will keep all financial records in the agency such as receiving payments
from clients and payment of salaries to the workers.
(g) Insurance advisor.
He will provide insurance support against motor vehicle risks such as accidents, theft and
other risks associated to motor vehicle 3rd party.
Organization structure table
MANAGER
TRANSPORT DIRECTOR
ROAD AND TRANSPORT SAFETY CONTOLLER

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
MOTOR VEHICLE ASSESSOR
CHIEF HEAD OF DRIVERS
ACOUNTANT
INSURANCE ADVISOR
The agency will be working operating 24/7 by following the set rules and regulation set by the
Australian transport regulatory Act. The main core and peripheral services of the agency are
achievable if the report is implemented accordingly.
Core services
There are a number of core services that the agency will offer to the customers are as
follows.
 To offer public transport services to passengers from one destination to another.
 To provide car rental services to interested customers at agreeable rates and time
frames.
 Offer holiday tourism travel services to organized groups such as company staffs,
students and family members.
 Offering tour and travel services to organizations holding various events such as
wedding ceremonies, funerals services and other ceremonies such as graduations
and social conferencing organizations.
There are other bundle of services that the agency will be willing to offer to the customers. These
services are referred as periphery services.
 Offering impartial travel advice to the customer.
 Coordinating travel details to the customers.
 Assisting our customers with booking travel timetable.
 Suggesting tourism attraction areas to the tourists.
Luxury direct line tour and travel agency also aim to raise more income from the following areas
that are highly corresponding to tour and travel.
 Commission paid for booking of rental vehicles
 Cruise lines income
 Income from hotel and tour operations

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
 Sale of insurance
 Sale of travel guidebooks
 Sale of public transport time table and money exchange.
The above extra income will assist the agency to offer discounts to customer so as to motivate
them to take our services. These discount will be based on the following criteria and grounds.
 A discount will be given to customers who use our services more than five times.
 Discount will be accorded to customers come on family setting so as to promote a tight
relationship among family members.
 We will finally offer discounts to customers who need funeral transport services so as to
show compassion to the family and relatives.
2. Target market segment.
The number of people increase day in day out. There are so many activities that take place every
day from different regions of Australia. Most of these events require transport facilities because
move from one place to another. Transport facilities cannot be enough so that every individual
own his or her transport system (Mike, BR. 2014). This implies that, many individuals depends
on other services to move successfully from one place to another to satisfy their current and
future obligations. This will attract more and more customers every day. This is a ready market
where by the agency will raise a lot of money for a long period of time. Human beings are
mobile by nature, this is our baseline. There are number of market segments that this agency aim
to target. Heskett’s strategic service vision, stage 1 explain a number of service management and
service strategies. It explain the following aspects.
1. It explain on how to place a service in the market. This part starts with an entrepreneurial
idea.
2. Then, for a particular market space, service strategy define the portfolio of services to be
offered to customers.
3. It also assert that strategic service vision require to be formulated when the agency is
entering the market.
4. Finally, the four categories of elements of a strategic service vision is are service delivery
system, operating strategy, service concept and target market segment.

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
On this particular part, our main point of interest is target market segment. This simply ask the
question, who is your intended customer? Below is a list of customers that Luxury Direct Line
tour and travel agency plan to attract in the course of its operation.
Targeted customers
1. Tourists
2. Daily commuters
3. Investors
4. Companies
5. Families
Tourists.
Tourism is one of the sources of revenue in Australia. There are local and international tourists
that visit the many tourist attractive sites every day. Most of them require a secure transport
system so as to participate in this enjoying event (Kotler, P., Bowen, J., & Makens, J. 2010). Our
agency will offer tour and travel services to them in a fair price and best quality. International
tourists will be able to enhance foreign exchange that generate a lot of revenue.
Daily commuters
These are individuals who travel every day to office places. Others are business persons who
move from one place to another so supply goods and services to their consumers. Our agency
target them as our customer since we will be offering travel services on a daily basis. This is a
ready market that will be generating income every day.
Investors.
Here, we intend to have a memorandum of understanding with investors who offer subsidiary
goods and services associated to tour and travel. The agency target this particular group so as to
attract commissions from the income they collect from our clients. Such investors include
lodging services.
Companies.

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
Many companies require a separate transport system different from that offered by management.
Our agency will be willing to offer tour and travel services at agreeable rates.
Families and individual car hires
Some families would wish to have a holiday vacation during festive seasons. This will require
them to hire our cars so as to meet that obligation. The agency target them as our customers in
both short and long run. These families also require transport services to attend ceremonies such
as wedding, funerals and graduations. This will require them to source a well-organized transport
system that the agency will be willing to offer at subsidized rates.
We believe the above customers will create a perfect market due five main benefits associated
with our agency.
Five main reasons for choosing Luxury Direct Line tour and travel agency.
1. Ability to provide the best options and prices.
This will not revolve around prices alone but our agency will provide relevant need
assessments such as dates, recreational amenities, cancellation policies and ease of
working.
2. Money saving
3. Provide product knowledge
4. Ability to respond to questions about customer’s safety and security during travelling
time.
5. Saving time
These is the best target market segment the agency will work with so as to achieve our aims and
objectives.
3. Current and future implications.
These is where we discuss how the agency appear now and the expectation of our agency in the
future as it provide tour and travel services. In this part, we will consider three issues on the
implication of our agency in the future and highlight mechanisms and strategies to minimize

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
these factors and implications. The following three issues results to the future implication of our
tour and travel agency.
i. Technology.
It is evident that everything is turning digital. We cannot deny the fact that technology plays a
great roles in tour and travel sector. The concept of technology and globalization enables us to
overcome the limitation of physical distance and presents a lot of opportunities in tour and travel
sector (Bell, W.2003). Our daily activities are made simpler by applying internet and technology.
In this area, there are websites, booking platforms, apps used tour and travel sector. Customers
are using social media that provide opportunity to connect and engage with customers to enhance
travel experience.
What our agency need to do to keep up.
Our tour and travel agency must adapt to continue providing the services to the customers with
the best customer service possible (Allan, B. 2013). We must also make sure we enact ways and
strategies to utilize the latest technology available to provide customers with the best services.
Implications on technological trend
 There is new booking channels.
 There are new communication channel
 Increase customer interaction
 Development in management information system.
ii. Safety and security
In this case, tour travel is affected by factors such as; there is instability in international
political situation, increased terrorism attacks and spread of global pandemics.
Implication on safety and security.
 Destination images based on safety.
 Rising role of individual operators who deliver customers in safe and secure
areas.
 Safety issues containing the traveler information.
iii. Changes in consumer patterns.

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
There are new travel groups due to reduced cost carrier. Again, there is rise in experience
economy and great desire for personalization.
Implication on changes in consumer patterns.
 There is rise in long-haul travel.
 There is growth in volunteer tour and travel personnel.
4. Service concept.
The last part aim on stating the services of our agency and the perception of the customers and
other stakeholder on our services. As said earlier this report, our tour and travel agency has
designed way to support our customers (Yeoman, I. and McMahon-Beattie, U. 2005). We have
affordable travel cost to all the customers and on top of that, the organization has set down
criteria to offer discounts to our customers. It is therefore very important for our customer to
embrace our services in tour and travel events. We request all the stakeholders to support this
program on the basis of proving the best to our idea.
Conclusion
In conclusion, it is important to appreciate the great work the hospitality sector has been doing
for decades. The aim of this report is to generate an investment event of tour and travel. Due to
increased population, the agency will work extra hard to see the implementation of this idea so as
to improve the tour and travel sector.

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
References
Allan, B. 2013, Mind Your Own Travel Business: A Manual of Retail Travel Practice. Sage
publication.
Bell, W.2003, foundation of future studies. History, Purpose and knowledge. Transaction
publishers.
Kotler, P., Bowen, J., & Makens, J. 2010, Marketing for hospitality and tourism. Prentice Hall.
Kracht, J. and Wang, Y. 2010, examining the tourism distribution channel: evolution
and transformation. International Journal of Contemporary Hospitality Management.
Krippendorff, K. 2004, Content Analysis: An Introduction to Its Methodology. 2nd
Edition. SAGE publications.
Lubbe, B. 2000, Tourism Distribution: Managing the Travel Intermediary, first edition.
Jutta and Co.
Manermaa, M. 1992, Evolutionaarinen Tulevaisuudentutkimus. VAPKkustannus.
Mike, BR. 2014, the Travel Agent (2nd edition). Sunderland: Business Education Publishers Ltd.
Rose, N. 2008, the Changing Role of Travel Management. PhoCusWright Inc.
Travel Package Act 1079/1994, Finland.
Vejlgaard, H. 2008, Anatomy of a Trend. McGraw-Hills.
Veikkola T. 2004, Consumer Trends As An Element In User Centric Design.
(Unpublished presentation).
Ward, M., Spenser, L., and Iverson, B. 2003, Travel Distribution 2007: The profitability

PROJECT REPORT-SERVICE DELIVERY MANAGEMENT OPERATIONS FOR A
HOSPITALITY VENUE
Constellation: Effective new Patters of Travel Distribution. IMB executive strategy reports.
Yeoman, I. and McMahon-Beattie, U. 2005, Developing a Scenario Planning Process. Person
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