MKT01909: Service Management Report for Peaceful Garden Resort

This report provides a comprehensive analysis of service management for the Peaceful Garden resort located in Ghandruk, Nepal. It begins with an executive summary outlining the resort's focus on maximizing service supply chains, reducing costs, and enhancing customer satisfaction. The report details the resort's operating strategy, emphasizing service differentiation through high standards and IT integration, along with marketing strategies that prioritize customer relationships and personalized service. It also covers human resource management, highlighting employee satisfaction and involvement in decision-making. The service blueprint examines reservations, customer care, and online services. The service delivery system focuses on digital tools and a seamless operating model to provide unique guest experiences. The report also addresses service employee management, emphasizing multi-tasking, service orientation, stress management, adaptability, organization, and communication. Finally, it explores quality management measures, including service guarantees and compensation for service failures. The report concludes that the resort can effectively manage service by focusing on employee management and quality assurance.