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Answered Same DayFeb 14, 2021Torrens University Australia

Answer To: Please check the attachment

Jose answered on Feb 15 2021
124 Votes
The University of Queensland
1
Management
Management
8
Service and Design Management
Individual
Lecturer:
Student Submitting:
Due Date: 15/11/2020
Executive Summary
In this COVID -19 Pandemic time, the business organizations are undergoing a tremendous change. Most of the companies changed their internal and external structure for managing the challenges due to the spread of the virus. We know the fact that the internal structure of the organization always helps the company for
allocating the resources and for attaining the goals and objectives. The internal structure of the organization is designed based on the vision and mission of the organization.
Due to Covid-19 most of the international organization restructured their internal structure for meeting the needs of the customers. The behaviour of the customers is also unpredictable, so it is required for every company to make some changes to the internal and external structure of the organization. The company has to give more importance to the customer. Serving customer in all the departments can be called as the major objective of the organization. The companies have to invest huge fund for understanding the actual needs of the customers. For attracting the customer the activities and programs of the company has to focus on satisfying the needs of the customers.
Table of Contents
1. Introduction………………………………………………………………………….4
2. Evaluation of Key Service Quality Dimensions………………………………….5
3. Identification and Analysis of Existing Service Management Strategies………9
4. Conclusion………………………………………………………………………….10
5. Recommendations…………………………………………………………………10
6. Reference List………………………………………………………………………11
1.0 Introduction
The hotel industry can be called a service industry, mainly the companies can generate income only by effectively satisfying the customers, and the company can provide the same only by treating the employees and customers in an equal manner and based on their cultural aspects. While analysing the examples of star bucks and McDonald’s we can able to understand that, they are treating all the customers in an equal way. In Starbucks, we can able to see that, they are providing the round table, in which there is no barrier between the customers and they can easily constructively talk with others. In the case of MC Donald’s also they are considering employees without any discrimination aspects, they said the fact that every customer is our guest if we are not providing quality services to the customers it directly affects the overall performance of the company (Ringle et al 2020, p.16). Most world-class companies are following the same principle for attracting customers. First of the hotel groups has to understand the actual needs of the customers and based on that that they have to develop service quality practices and strategies. While analysing the strategic goals of most of the international companies we can understand that it's focused on reducing the operational cost for providing better quality products to the customers at less price. The hotel groups should appoint a special team to take care of the services provided by the employees to the customers; they can also evaluate the employees based on the feedback collected from the customers. In this research paper, we are analysing the service quality dimensions that are useful for the hotel group and we are also analysing the existing service management strategies used by the Broughton Lodge in a detailed way.
2.0 Evaluation of Key Service Quality Dimensions
It is the duty of the hotel managers to make sure that the customers are satisfied with the services provided by the company. For improving the earning level, the company has to give more importance to guest relations and they have to implement effective controlling systems in the organization. The employees have to understand the needs of the customers and based on that they have to develop service quality strategies and plans (Moro et al 2020, p.12).
In this regard and considering the current trend of the market there is an increased requirement of ensuring that there is value for money provided to the guests as there is the very high amount of completion and each of the hotels tries to do something new in their service so that they can attract more and more people to the hotel and can beat the competition. As per the report of Business Insider (2016) customers are now taking dining decision wisely and they are considering new styles and methods followed by the hotel groups. Customers are more attracted towards new food items and styles, so for attracting more customers the company has to introduce new dishes and styles.
Food quality can be called as the most important dimension and the company has to provide quality food services and they also have to collect feedback from the people for understanding the satisfaction level. Most of the customers are searching for health food and they are ready to pay any amount for the good quality services....
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