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

Define the concept of “service package” and

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.

The service manager has to offer a total experience to the customer which is compatible with the desired service package.

The four features of the service package are the base of the customer perception of the service.

The Lewis Partnership, as a service company, take into account and manage all the parts of the service package.

Supporting facility: are the physical resources which a service

needs to can be offered. For example a building for a restaurant, a

swimming pool, etc.2

The main supporting facilities of the Moat House is the building

with it’s rustic furniture. It is located in a accessible rural

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The four features of the service package are the base of the customer perception of the service.

The Lewis Partnership, as a service company, take into account and manage all the parts of the service package.

Supporting facility: are the physical resources which a service

needs to can be offered. For example a building for a restaurant, a

swimming pool, etc.2

The main supporting facilities of the Moat House is the building

with it’s rustic furniture. It is located in a accessible rural

landscape not fare away from Stafford.

With the collaboration of Lloyds TSB Corporate, Mark Lewis the General Manager of the Moat House has been able to realise big invests in the supporting facilities of the partnership.

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.

Examples are the relaxed feeling after a massage, the improved sound of a car after tuning, etc.4

Due to the policy of the partnership, we can find a intensive control of the Explicit Services which are the accommodation and feeding of their customers.

The culture of this company is “ Only the best is good enough” but his involves a lot of hard work and training for the staff. They are very proud of his staff development and continual improvement and realise training programs for the old and new members of the team.

To complete the Explicit Service the Moat House has his own website() and a Twenty-four-hour ATM service.

Implicit services: Psychological benefits that the customer notice

just vaguely, or the extrinsic characteristic of the service.5

The Management of the hotel cares a lot about the Implicit services, because they can improve the perception of the service of our customer.

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.