Service Management Report: Hackett's Framework for Silver Spoon Hotel

This report provides an in-depth analysis of the Silver Spoon Hotel's service management strategy, situated near Cable Beach, Broome, Australia. It applies Hackett's strategic service vision framework, examining the hotel's target market, which includes couples, families, and individual travelers seeking a luxurious experience. The report details the hotel's offerings, such as accommodations, spa services, and various recreational activities, and discusses the importance of technology, excellent service, sustainability, cleanliness, and hygiene in maintaining customer satisfaction. It also highlights the hotel's service concept, emphasizing personalized customer service and a customer-centric approach to ensure guest comfort and loyalty. The report concludes by summarizing the hotel's strategic vision, the impact of its service concept, and the importance of staff and service quality.

Management
Service Management
Student’s name
8/9/2019

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Executive summary
The main aspect behind this entire report highlights about the Hackett’s strategic service vision
for the silver spoon, which is one of the hotels cum restaurant, which is situated near the cable
beach, broome, Australia. This report mainly highlights about the target market, a strategic
service vision of silver spoon and current and the future implication, which the company faces,
are highlighted.
It is seen that current time technology, maintaining the regular customers experience, their
excellent services, considering the aspect of sustainability and the most important implication
highlights about the cleanness and the hygiene factor. This all is being maintained and will be
further improved by the silver spoon so that more success generation should be there in future.
Entire service concept of silver spoon is highlighted which mainly helps them in making their
customers satisfied and comfortable. Hence, they are working over the more of facilities, which
makes the customers feel more delightful, and further choose the same and recommend to other
for success generation.

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Contents
Introduction......................................................................................................................................3
Organizational overview..................................................................................................................3
Target market segment....................................................................................................................4
Current and future implications.......................................................................................................5
Service concept................................................................................................................................6
Conclusion.......................................................................................................................................7
References........................................................................................................................................7

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Introduction
This report mainly highlights about the strategic service vision which the silver spoon which has
opened in Australia. This report mainly displays information about the organization, their main
servings, analyzing their target market and the various service concepts are taken into
considerations by the use of Hackett’s strategic service vision framework. Other than this, this
report also analyze the current and future implications are also to be considered and how the
organization will further deal in with these issues and the implications in order to achieve their
set objectives.
Organizational overview
Silver spoon is one of the famous hotels cum restaurant, which is located in the cable beach,
broome, which consists of 22km of area in southern beaches area of Australia. As, the location is
near by the beach which h makes it even more beautiful and the most attractive place to the
tourist, Other benefit of its location goes to the view from the rooms and the nature which builds
up the iconic views along with the generation of the lively atmosphere of the city is also
highlighted.
The silver spoon is mainly comprises of the 10 bedrooms along with the 5 villas which mainly
consists of the 2 king size beds for the single family to enjoy with the swimming pool inside the
villas. The hotel also includes the common dining area, the gym area, spa facilities and much
more. Other than this, room also covers the basic facilities such as tea containers, bags, room
service facilities through calls and many services are given to the ultimate customers.
If we talk about the core services of the silver spoon provide to their customers is
accommodations, which mainly beliefs in contributing the supreme comfort and the luxury for
the customers with the help of variety type of room facilities. Other than this, discounts of spa
facilities and other peripheral services include free travelling cars for visiting the nearby places
such as market for shopping. In addition, along with this, they provided rental-swimming
requirements such as swimsuits, floating breakfasts and much more.

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The servicescape mainly highlights about the environment in which the services are delivered
where the firm and the customers interact. Hence, in basic terms, an environment is built to
appeal the customers’ pleasure and the arousal and in organizational terms, it helps in facilitating
the operational ease and maintains the efficiency of the firm. Hence, Silver spoon with the
wooden flooring, misty wall color, paintings, vases, and ideal atmosphere, which makes the
ambience comfortable and soothing with the greenery all, round the corner of the hotel.
Target market segment
The Hackett’s strategic service vision framework mainly highlights about the identification of
the various market segments, which mainly highlights about the demographic aspects,
psychographic segments and the target dimensions in respect to the corporate level and its set
objectives.
The target market of silver spoon mainly comprises of all the type people, whether they are
couple, young couple, old, single family, joint family, bachelors, children’s and all. All ages
from children to the old couple all age people are targeted for this hotel and the restaurant.
Visitors from outside are mainly targeted who loves to visit the newer places and explore
countries activities and dealings (Shenhar, & Holzmann, 2017).
Hence, the hotel is totally is equipped with the beautiful view, various outdoor activities such as
swimming, volleyball, football, gym and spa facilities, aquatic activities or thrilling activities
such as motor boat ride, mountain climbing and view seeing are the activities which are
organized by the hotel service providers.
Other than this, romantic dates are also organized within the hotel or at the beach; this all can be
done on demand of the ultimate customers. Other than this, a separate place for the families is
also organized for partying or for taking meals (Kamoni, & Kiarie, 2018). Hotel also comprises
of bar and DJ and disc facilities for the friends group or the bachelors who loves late night
parties are arranged by the silver spoon.
Other services such as dropping the visitors from the location to their hotel rooms, luggage-
carrying facilities, tapping the children needs such as playgrounds, swings and slides, the food,
which they eat according to their suitable taste, desires. WIFI facilities, bar counters for the

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young couples and bachelors, massages and beauty treatments, laundry and cleaning services and
the most important the room cleaning service on one call are the important requirements through
which the customers gets mainly influenced and affects the working of the organization.
Current and future implications
Technology explosion in which it is seen that today’s guest who visit the various places are self-
sufficient, they are the technology- savvy travellers who uses various apps and websites to know
more about the place, their offerings and much more. Hence, this highlights that people now a
days are more user friendly to technology so in future it is important that the staff should be well
trained to treat them (Kuo, Chen, & Tseng, 2017).
Other aspect is the excellent services, as every guest who visit the expect the good quality of
services. Hence, for the fulfillment of such requirements, the company needs to work over their
skilled workers or staff members. This all can be done by in keeping in touch, respect, and the
ability to make guest stay as comfortable and relaxing.
Thirdly, the aspect of sustainability, as sustainability is rapidly climbing agenda for the every
organization. This mainly highlights about the growing interest and concern for the environment.
Hence, silver spoon needs to understand the corporate responsibilities which helps the customers
and trust and should work for the building the great future ahead (Kim, Lee, & Fairhurst, 2017).
Meaning experience is also one of the future implications, which mainly highlights about the
powerful experience and the growing expectation of the customers. In this, the design trends,
technology and personalization help in providing a meaningful experience and helps out in
driving guest loyalty. Moreover, whilst quality of service is the most important which helps in
making better and the meaningful experience of the guest and the visitors (Cook, 2017).
Most important implication highlights about the cleanliness and the hygiene factor, which mainly
highlights about the standards and the first visit in washroom of the hotel. Within service
industry, it is very important to be neat and clean and hygiene factor is on priority for the
customers who visit hotels. Hence, efficient housekeeping teams are still critical for the brand
reputation as management works over to drive loyalty among the guests. Therefore, in this case,

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Silver spoon has worked well over years and gain good reputation in the market (Ma, et al,
2017).
In order to create the value in the market, company needs to focus on the niche markets by being
more generic, more customization and specialization enables to increase the value creation for
the market. Hence, for this, company needs to tap for the niche aspect, which means they have to
do something new so that they can attract more of customers because of that different aspect
(Lacity, & Willcocks, 2017).
Lastly, creating and generating the private experience aspect is also one of the future implication
for which the organization works hard so that guest can seek more of privacy (Albayrak, Caber,
& Öz, 2017). For this, Silver spoon is improving their quality by generating the private
experience for the ultimate customers.
Service concept
Service concept of Silver spoon mainly highlights about the services provided right from the
entrance in which when the customers visit in hotel they are welcomed with the refreshing drink
made of varieties of fruits. After the finalization of the rooms and the accommodations, the
picking and dropping of luggage to rooms are done by the effective and efficient staff members,
other than this, full swing room services are provided to the ultimate customers. Likewise, coffee
and tea making kits with electric kettle, water bottles, iron pad and iron are also placed, right
from the dispenses snacks and toiletry items are placed in the washrooms (Sekulić,&
Mandarić,2017).
Washrooms and bathrooms are also well cleaned and maintained with the luxurious titles and
concepts. Washrooms also have liquid soap dispensers along with this, shower gels, shampoos,
toothpaste, sewing kits, shaving kit and moisturizer. Other than this, rooms are also well
equipped with the brass and the fancy tables, lamps and lights, which make the room even
brighter and smart (Prakash, 2019).
Other than this, restaurant with the buffets and the al-cart systems are there. All three breakfast,
lunch and dinners are placed according to the payments done. In this, the chef and the staff are

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impeccable with their standardized services. The staff in this hotel is very courteous, helpful,
joyful and very prompt at their service.
Other than this, silver spoon also provides facilities such as, swimming pool services, in –pool
breakfast services, spa facilities for relaxation. Other than this, outdoor games and indoor
activities for the children and gym area for the youth, personalized area at the beach for the
couples, aquatic rides at the beach for the youth for some specific time and with the help of
expertise who helps them in guiding so that they can easily enjoy those rides.
Hence, from the service concept point of view it is seen that silver spoon mainly applies to the
personalized approach for their customers’ needs. They apply customer- centric approach in
which what customers’ wants that they follow and does to make them feel satisfied. By those
complementary facilities and amenities which silver spoon provides to their ultimate customers
makes them feel relax, confortable. An over whelming and friendly nature among the staff
generates more success. In addition, for future also trying their best to make, the customers more
satisfied and confortable that will not only helps in generating more success but also enhance the
reputation among the market (Sigala, 2017).
Conclusion
From the above report, we can conclude that strategic service vision of silver spoon is situated in
the cable beach, broome, which consists of 22km of area in southern beaches area of Australia,
which mainly focuses on Hackett’s strategic service vision framework. Moreover, this hotel and
restaurant mainly highlights about the soothing atmosphere and the services provided by staff
members. Other than this, they also focus on the sustainability factor, hygiene factor and mainly
on technology explosion and generating meaning experience for the customers so that through
this they can generate and attract more of customers than usual.
Complementary services which the silver spoon provide to their customers generates more
relaxing atmosphere such as swimming pool with the floating breakfast, spa with varieties and
romantic beach dinners are the specialty which makes the customers experience higher and
satisfied. Hence, from the service concept of silver spoon it is seen that staff nature and working

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majorly affects the workings of the organization and this finally leads to the success of the
organization at large not only in financial terms but also in reputation aspect.

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References
Albayrak, T., Caber, M., & Öz, E. K. (2017). Assessing recreational activities’ service quality in
hotels: An examination of animation and spa & wellness services. Journal of Quality
Assurance in Hospitality & Tourism, 18(2), 218-234.
Cook, S. (2017). Measuring customer service effectiveness. Routledge.
Kamoni, P., & Kiarie, D. (2018). Effect of the growth of the service sector on operations
management in a developing economy. European Journal of Business and Strategic
Management, 3(1), 52-59.
Kim, S. H., Lee, K., & Fairhurst, A. (2017). The review of “green” research in hospitality, 2000-
2014: Current trends and future research directions. International Journal of
Contemporary Hospitality Management, 29(1), 226-247.
Kuo, C. M., Chen, L. C., & Tseng, C. Y. (2017). Investigating an innovative service with
hospitality robots. International Journal of Contemporary Hospitality
Management, 29(5), 1305-1321.
Lacity, M. C., & Willcocks, L. P. (2017). A new approach to automating services. MIT Sloan
Management Review.
Ma, S., Gu, H., Wang, Y., & Hampson, D. P. (2017). Opportunities and challenges of value co-
creation: the role of customer involvement in hotel service development. International
Journal of Contemporary Hospitality Management, 29(12), 3023-3043.
Prakash, G. (2019). Understanding service quality: insights from the literature. Journal of
Advances in Management Research, 16(1), 64-90.
Sekulić, D., & Mandarić, M. (2017, June). value creation as a factor of attracting and retaining
customers in the hotel industry. In TISC-Tourism International Scientific Conference
Vrnjačka Banja (Vol. 2, No. 1, pp. 49-58).

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Shenhar, A., & Holzmann, V. (2017). The three secrets of megaproject success: Clear strategic
vision, total alignment, and adapting to complexity. Project management journal, 48(6),
29-46.
Sigala, M. (2017). Collaborative commerce in tourism: implications for research and
industry. Current Issues in Tourism, 20(4), 346-355.