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explain the construction of the service package offered by the Lewis Partnership at the Swan Hotel or the Moat House Hotel.

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Introduction

1. Define the concept of "service package" and explain the construction of the service package offered by the Lewis Partnership at the Swan Hotel or the Moat House Hotel. The Service Package is defined as: " a bundle of goods and services that is provided in some environment " 1 The Service Package is composed of the following four elements: Supporting facility, facilitating goods, explicit services and implicit services. It's quite difficult for the service managers to identify their product. This is partly due to the intangible nature of services, but what really has a huge influence on the total service experience is the presence of the customer in the process. ...read more.

Middle

The eager of perfection and development leads to a constant evolution and improvement of the supporting facilities. * Facilitating goods: the material which the buyer purchases or or consumes, or the items provided by the customer. For example towels, skis, shampoo, etc. 3 For the Moat House the facilitating goods are part of his resources. Quality is the most important aspect of the culture of this family business, so we can find a long list of suppliers which provide excellent selection of products, like B&S Dairies, Cottage Flowers, Chartley Coffee, etc. * Explicit services: the benefits that are quickly noticed by the senses that are based on the intrinsic or essential features of the service. ...read more.

Conclusion

The Moat House is a family business and the employee feel like part of this family, and this can be seen in the enthusiasm of the staff to impress both the Management and the customers, they are always cheerful and smiling. The atmosphere of the complex is very special, with the romantic and luxury side for the weddings, the pub with the flare of a traditional country pub, etc. The team members are trained to give the best service possible, the co-ordination and team work is essential for this task. What they want to avoid are long waiting and a bad quality service. 1 Fitzsimmons+Fitzsimmons, 2001. Service Management, Operation Strategy and Technology Strategy. McGraw Hill, p.24 2 idem, 3 Fitzsimmons+Fitzsimmons, 2001. Service Management, Operation Strategy and Technology Strategy. McGraw Hill, p.25 4 idem 5 idem ...read more.

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