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SDM404: Service and Design Management
Competitive business environment is transforming everyday and delivery of quality service is essential in maintenance of competitive advantage. This report shines light upon service and design management of Samudra Grand Hotel including the justification of customer service handbook’s adopted strategies and process and tips. Furthermore, potential service failure causes and recovery plan is included for better understanding of service concept and aspects of customer service.
2. Justification along with Analyses
2.1 The Service Concept
Service concept of Samudra Grand Hotel is essentially providing higher quality hospitality for guests. It has potential of attracting maximum customer base from both transient and leisure customers. Understanding of hotels service concept of customer-focussed service by guest experience staff is utmost requirement. As customer experience segregates them from competitors who are offering easier and efficient service. Guest experience employees should facilitate smooth service delivery and see the changes in the operation area of the hotel through introduction of automation with human presence. Guest experience staff acts this key element of human touch to present personalized service (Scaletsky & Filipe, 2019).