The Service Package York & Albany Hotel by Raweerat S.

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  • Topic: Gordon Ramsay, Hotel, Concierge
  • Pages : 17 (3872 words )
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  • Published : August 28, 2010
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OPS 103

York & Albany Hotel

Raweerat S. 723055

Operations Management: Service Package

York & Albany Hotel

Raweerat SUAPRASERT HWLC Data No 723055

MBA (Hospitality Management) OPS 103 Operations Functional Management in Hospitality Organisations Module Leader: Seth Lewis Date: 24/4/2010

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OPS 103

York & Albany Hotel

Raweerat S. 723055

Contents
Introduction and Business Overview Service Package Definition a. Supporting Facility i. Locations, Interior decorating, Support equipment, Architectural appropriateness and Facility layout b. Facilitating Goods i. Consistency, Quantity and Selection c. Explicit Service i. Training of service personnel, Comprehensiveness, Consistency and Availability d. Implicit Service i. Attitude of service, Atmosphere, Waiting, Status, Sense of well-being, Privacy and security and Convenience Concluding Recommendations Bibliography Appendix 1 – Detail of York and Albany Services Appendix 2 - Hotel Guest facilities and amenities

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OPS 103

York & Albany Hotel

Raweerat S. 723055

Introduction and Business Overview
In this essay I will describe, illustrate and analyse the Service Package at York and Albany Hotel in Parkway, London, and make some recommendations for improvement taking into consideration Operations Performance Objectives and customer expectations. Most of the information on this company comes from York and Albany’s staff training manual, personal work experience at York and Albany and www.gordonramsay.com. York & Albany, the first hotel of celebrity chef Gordon Ramsay, opened its doors to the public on 29th September 2008. It is run and overseen by Angela Hartnett. York & Albany offers 10 uniquely designed guest bedrooms, two dining areas with bar and an Italian Delicatessen. The challenge of this business is mainly in the Hotel part, which is new for Gordon Ramsay Holdings. At present it relies on the 26 years experience in the hospitality industry of the Ex-Claridge’s Hotel Manager Mr. James Partridge. The key of successful business depends on the successful integration of the various aspects (food and hotel parts), and developing a reputation in the hotel part that is equivalent to that which the Gordon Ramsay brand has in the restaurant business. York & Albany is a masterpiece which carries a very high standard, values and expectation from the outside world and from a management point of view (please see Appendix 1: Detail of York and Albany Services).

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OPS 103

York & Albany Hotel

Raweerat S. 723055

The Service Package Definition
According to Fitzsimmons and Fitzsimmons (2006, P. 20) a service package is a bundle of goods and services provided in a business environment. In any business, an awareness of the service package is considered necessary for success. In relation to hospitality management a service package contains four important features that relate to its operations. These are: 1. Supporting facility: the physical resources that must be in place before a service can be provided. For example: a hotel, a restaurant, a bar etc. 2. Facilitating goods: the materials purchased or consumed by the buyer or provided by the customer. For example: food and beverages, rooms etc. 3. Explicit services: Benefits readily observable by the senses – the essential or intrinsic features of the business. For example: being full after meal in a restaurant, restful after night sleep in hotel room etc. 4. Implicit services: Psychological benefits that the customer may sense only vaguely, or extrinsic feature of the service. For example: the privacy of a boutique hotel, feeling safe and secure in a small hotel where everyone know your name etc adapted from Fitzsimmons and Fitzsimmons (2006, P.22). Each of these features contains a number of criteria that need to be considered when analyzing a service package (see Fitzsimmons and Fitzsimmons 2006, P 22). I will therefore consider...
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