SDM404: Service and Design Management - Service Quality Evaluation - Analysis of Service Management Strategies - Management Assignment Help

Assignment Task:

Learning Outcome:

This assessment addresses the following subject learning outcomes: 
a) Develop an understanding of the role and nature of service in the service economy and the hotel industry 
b) Examine key issues concerning the management and measurement of service quality and customer satisfaction 
c) Critically explore the role of frontline service providers’ service behaviour with respect to service delivery, service failure and service recovery 

Context: 
The assessment task is to develop the critical thinking and application skills to a given case scenario using a prescribed business model or analytical framework to resolve service encounter issues.  The task requires you to critically evaluate service quality and analyse the service management strategies of a midscale boutique-style hotel in the form of an academic report. To complete the task, you will be required to apply your theoretical knowledge to the hypothetical Hotel Sunnybank.
  
Instructions for The Task: 
You are the service design consultant who has been briefed by the hotel’s Board of Directors to produce a report that reviews its current service operations and management strategies.  You are also expected to provide recommendations on what strategies to keep and which strategies that require modification.  You are to base your report on findings from the appended feedback collated from the annual customer and employee surveys In your report, your task is to undertake the following: 

1. Evaluate the key service quality dimensions demonstrated at the hotel; 
2. Identify and then analyse existing service management strategies;
3. Recommend modification or replacement of current strategies for improvement of customer service and experience.

You are to ensure that each of the above task components is well linked to the case study. The structure of the report should be as follows:

• Executive Summary
• Table of Contents
• Introduction 
• Evaluation of Key Service Quality Dimensions
• Identification and Analysis of Existing Service Management Strategies
• Conclusion
• Recommendations
• Reference List 

Students will be assessed according to:

• Criteria set in the learning rubric
• Demonstration of critical thinking and application of theories, conceptual models and academic literature with relevance and accuracy
• Referencing skills and meeting the minimum requirement for academic references 

 
Case Scenario for Assessment 1:

Hotel Sunnybank has approached your service design firm to critically assess the areas that need improvement of quality service so that it can better satisfy hotel guests. The hotel had been operating for three years and would like to review its current strategies to face future challenges arising from the evolving needs of its business and leisure customers.
 
Located in the outer fringe of the city, the 200-room hotel offers bus shuttles to the city’s retail district and to the regional airport.  The hotel relies on transient business travellers during weekdays and leisure customers on the weekends, riding on its popularity as an events venue, especially weddings.  It has a large multi-purpose function room with an adjoining garden that provides extended capabilities. Other facilities include a spa with several treatment rooms, a gymnasium and a 100-seater restaurant with a bar that cater for both resident and non-resident guests.  Its operations comprise of six key departments, headed by the General Manager: Front Office, Concierge, Housekeeping, Food & Beverage that includes an Events unit, Human Resource and Marketing/Sales.

This SDM404: Management Assignment has been solved by our Management Experts at My Uni Paper. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+ Students in Australia, UK & US by helping them to score HD in their academics. Our experts are well trained to follow all marking rubrics & referencing style.

Be it a used or new solution, the quality of the work submitted by our assignment experts remains unhampered. You may continue to expect the same or even better quality with the used and new assignment solution files respectively. There’s one thing to be noticed that you could choose one between the two and acquire an HD either way. You could choose a new assignment solution file to get yourself an exclusive, plagiarism (with free Turnitin file), expert quality assignment or order an old solution file that was considered worthy of the highest distinction.