• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

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

Extracts from this document...

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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    whole workforce particularly the front line operators who actually make the product. Tesco quality assurance for foods is seen as a priority for their customers. An evaluation of the provision of customer service in my chosen organisation and how the customer service is monitored Good customer service is vital for any business to success.

  2. Case Study--Mandarin Oriental Hotel

    best in our people through effective training and meaningful career and personal development, and by encouraging individuality and initiative. Being the best They will be an innovative leader in the hotel industry and will continually improve our products and services.

  1. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Training is the teaching of skills to employees in order to perform their jobs. It could be classified into 2, which are: Off-site training: this is the most expensive type of training and reduces productivity, as employees off work do not do their job.

  2. Importance of good Customer service.

    Value for money Sainsbury try and make all products in their stores value for money whether the product is a low cost range or a high cost range. So, that the products are at a price which suits them. Safety At Sainsbury safety is very important especially for their customers, they try and make their pathways clear as possible.

  1. Customer Service

    To recruit new employees with the potential to do well. The most important aim for Tesco is to provide a highly competitive service to the customers. Tesco state that there core purpose is "to create value for customers to earn there life time loyalty" Tesco say they deliver this through

  2. The background of the Kettering Park Hotel and Spa

    Shire Hotels is a large company in itself and could easily become a PLC to make more profit; the problem is it just isn't safe with multi-national hoteliers like the Marriott and the Hilton waiting to Make a hostile takeover of the Shire Hotels which are taking their profits.

  1. Customer Service - Argos.

    The Holloway street branch of Argos is very different compared to the store in New Oxford Street. The store in Holloway Street is more for the local people and the store in New Oxford Street is for tourist because Oxford Street is well known as a good tourist attraction due

  2. customer service london zoo

    Groups Dealing with groups requires special skills to take in to account the individual needs of customers while dealing with the group as a whole. People of different ages When working in the leisure and tourism industry you will almost certainly meet people from a wide range of age groups who will have different needs.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work