StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...

Ensuring delivery of quality products/services - Assignment Example

Cite this document
Summary
In a country like Australia where tourism is a vast industry, my firm engages in running a hotel, where my post is that of a manager. The hotel's name is "The Great Ocean Hotel Apollo Bay, Australia." The hotel is the most southern hotel in Australia, situated on the great ocean road Victoria…
Download full paper File format: .doc, available for editing
GRAB THE BEST PAPER94.3% of users find it useful
Ensuring delivery of quality products/services
Read Text Preview

Extract of sample "Ensuring delivery of quality products/services"

Download file to see previous pages

Although the peaks in business are seasonal and tourists pour in only for holidays, the locals never let the place get gloomy. The market focus of the hotel is on all; locals and those from abroad. The market segmentation divides the guests into categories: locals, tourists, long vacations, short trips, lunches, hi teas and dinners. This allows our marketing/sales programs to focus on the subset of prospects, so that they can be looked at individually. For instance, the marketing department introduces deals for guests, respective of what category they fall into.

For instance, for a guest who has in mind a short trip, there is a package which offers a 1 night stay complimentary if 2 nights have been purchased, or if you plan to stay with us for 10 days or more, the rent for every next day is a certain percentage lower than the previous. Segmentation makes it easy to cater differently for different groups of people. However, the hotel frames itself in a boundary set by the market determinants; cost quality and time. These are three factors in product development that remain in constant tension.

For the sake of this discussion, quality shall mean the services being provided to the guests, overall environment of the hotel, cleanliness, friendliness of employees to the guests etc. The cost of a given project is usually computed by enumerating its features, and the time it will take to implement them. Thus, these factors have a direct relationship and when we attempt to adjust one of them, the other two also get affected. So costs are increased over time, resulting from an increase in or presence of a new feature (quality).

For instance, the costs of luxury suites are higher than that of regular rooms because they require costly maintenance and a lot of time to be worked on. Likewise, in order to supply quality services more time is required and it increases the costs. For example, when a guest from the bistro orders a special dish, it requires more time and the cost of the dish goes up as the ingredients used in those dishes are more expensive. Our company tries to supply the best quality services while remaining as cost effective as possible.

The profit margins are lower, and perks and packages offer guests to consume better services (quality) at lower prices (cost). In order to find out customer satisfaction level, surveys are conducted regularly through questionnaires and comment cards where we welcome the customers to drop in any suggestion or complaints. We are open to opinions and we value our guests' comments. In order to provide better services for our guests, we have started a membership club for the local people, who can join in free of cost and receive points and wavers off meals (in limited menu only).

This has helped boost sales a lot and so has advertising in the local newsletter. The advertising has helped change the overall impression of the hotel on peoples' minds. It also helps keep them informed about any special packages that can be availed. For a project such as a hotel to be run, strong management skills must be required. In a hotel, much has to be looked after simultaneously. My hotel hires 20 people at a time, but the occupational agreements are seasonal. The employees are given special tutorials at the beginning of their careers with us, so as to provide the best possible

...Download file to see next pages Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Ensuring delivery of quality products/services Assignment”, n.d.)
Retrieved from https://studentshare.org/family-consumer-science/1424661-ensuring-delivery-of-quality-products-services
(Ensuring Delivery of Quality products/Services Assignment)
https://studentshare.org/family-consumer-science/1424661-ensuring-delivery-of-quality-products-services.
“Ensuring Delivery of Quality products/Services Assignment”, n.d. https://studentshare.org/family-consumer-science/1424661-ensuring-delivery-of-quality-products-services.
  • Cited: 0 times

CHECK THESE SAMPLES OF Ensuring delivery of quality products/services

Hospitality Service Management

Organizations must set the difference between the idea of customer satisfaction and service of quality rendered to clients.... And, service of quality will be now measured.... Utilizing service management for proper handling and delivery of services is the aspect which the services industry must set a priority in their areas of concern for promotion and company's growth - including industries in health care, caterers, manufacturers and suppliers, tourism and financial services....
6 Pages (1500 words) Term Paper

Service Quality in Marriott Corporation

Tangible aspects of service quality include all that the client can see, touch, hear, and smell upon the delivery of the services, thus, it basically involves physical facilities, equipment, and appearance of employees (Wakefield, 2001; Duffy & Kenchand, 1998).... An example of an intangible aspect of service quality is the service performance, which describes all aspects of the delivery of services that include: reliability (i.... Meanwhile, the intangible aspects of service quality comprise the manner by which services are delivered (Wakefield, 2001)....
12 Pages (3000 words) Essay

Introduction to Operational Management

hellip; The company faces problems at its airline business that presents its customers with above normal flight delays, flight cancellation and check in delays due to security and Going Inc must capitalize on This write-up presents a discussion about the approach to operational strategy for improving Going Inc's airline business that services the United States, Europe and Asia and its aircraft manufacturing business.... However, services are now an important part of the economy and telecommunications, travel, airlines and banking present significant contributions to the GDP in any nation....
4 Pages (1000 words) Essay

Service Excellence during the Service Encounter Process in 3 famous Hotels

The service package includes aspects such as explicit services, facilitating goods, implicit services and supporting facilities.... These service providers are usually employees of organizations that provide services as their main focus of business (Patti, 2008).... services are usually different from products in several aspects.... One aspect that makes the management of services different is that they are produced and consumed simultaneously, in the presence of customers....
9 Pages (2250 words) Coursework

Current Customer Services and Expectations of Samsung

hellip; The core idea that has evolved from the overall discussion is that Samsung has established itself as a globally leading electronics company not only in terms of products but also with regard to the delivery of superior customer services.... The paper intends to discuss the present customer service as well as expectations within Samsung which have emerged from the delivery of superior products and services by the organization.... It has been observed that the company always prepares itself in order to provide accurate services....
9 Pages (2250 words) Term Paper

LensCrafters Management

Efficiency requires that services occur at the least cost possible.... In designing goods and services, operation managers should value the opinions of customers.... This means that customers can attain the products they need after one hour.... Operations management entails the processes and scientific methodology through which products are created and delivered effectively to customers.... The way in which an entity produces and channels products to customers creates the difference between a delightful and unpleasant customer experience....
6 Pages (1500 words) Essay

The Relationship Between the Buyer and Seller of Services

In return, Nandos have a competitive advantage over its competitors because customers always look for good quality services and fair prices.... Customers who get quality services and their needs well met always speak positively about the restaurant.... Through this, Nandos is made unique from other restaurants; they will have their own tradition of offering services.... According to Reid and Bojanic (2006), for an organization to be successful in marketing its services and goods, they should involve employees in making decisions....
12 Pages (3000 words) Research Paper

System Requirements Specification

In essence, the main driving factor is to integrate the best technology and promote efficiency and effectiveness in the delivery of healthcare services.... In addition, the watch also delivers onscreen medical advisory services to different conditions that patients undergo.... ocket Doctor Incorporation was founded in 2011 with the main operational area laid on the provision of products for helping patients that suffer from cardiac and respiratory....
7 Pages (1750 words) Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Contact Us