SDM404: Service and Design Management- Obsidian Hill Hotel Case Study- Report Writing Assignment

Internal Code: 1HGFB

Report Writing Assignment:

Task: This assessment task requires you to critically evaluate service quality and analyse the service management strategies of a mid-scale hotel in the form of an academic report. To complete the task, you will be required to apply your theoretical knowledge to a hypothetical art deco hotel. You are the service design consultant being approached by Obsidian Hill Hotel to address areas in need of change. After ten years of operation since its last refurbishment, it is beginning to face some challenges in meeting the evolving needs of its customers who are weekday corporates and weekend leisure of individuals and groups. The hotel is located in a prime city location and has 200 rooms, two function rooms, one restaurant with bar. Its operations comprise of six key departments: Front Office, Concierge/Bell Desk, Housekeeping, Food and Beverage, Human Resource and Marketing/Sales. Given a preliminary brief at a Board Meeting, you are to review its current state of service operations and the management strategies to produce a Business Report, including recommendations on what strategies to keep and the strategies that require modification. You are to base your report on findings from the appended feedback collated from the annual customer and employee surveys (File Attachments 1 and 2). In your report, your tasks are to undertake the following: (1) to evaluate the key service quality dimensions demonstrated at the hotel; (2) to identify and analyse existing service management strategies, and (3) to recommend modified or new service management strategies to improve upon the customer service and experience.