The necessity by companies and organizations to have stellar service delivery mechanisms or models can never be over-emphasized. In an era when the competition has become heightened due to the many businesses that are emerging, then customers have always become aware of their right to get quality services. This means that businesses and organizations that offer below-average services are faced with the dire effect of not getting a strong base of customers. Therefore, it suffices to note that in the modern world, the concept of service delivery has almost become synonymous to business performance since they are both mutually interrelated. This paper analyses the case study of Spring Groove hotel.The hotel was supposed to host a wedding ceremony as well as a Matching Band on Saturday. Steve, on that fateful day, was the manager on duty (MOD); hence he was supposed to ensure that he facilitated the seamless occurrence of both events. On thateventful day, serious challenges were encountered, which dampened the mood of most of the guests in both events. Due to the logistical problems that were witnessed on that day, there were several instances of service failures on the part of the hotel.
Summary of the Case Study
Spring Groove hotel is owned and run by Groove Hotel group, and it started its operations in 2002. There is a litany of service and recreation centres which are contained in the hotel including a swimming pool, guest houses which are around 300, a restaurant as well as banquet facilities. Despite the many profits that the hotel has been accumulating since its launch, after the 2007 financial recession its revenues started to take a radical dip. Instructively, there was a change of management team which was supposed to steer the hotel into searching other viable business options. Steve’s recent promotion did stir some controversy and concerns without the hotel’s employees. Although advancements in the company were often done quite often, none had been done in such a hurried manner as was the case with Steve. There were concerns that the little time which he had spent working with the hotel was not sufficient enough to prepare him for senior roles.
The Kirkpatrick event/wedding had been booked and scheduled for more than a year, and as the day approached, the preparations entered favour pitch. Two days before the eventful day on Saturday, the couple did meet with the banquet manager for the sole reason of ensuring that they put in place every step that was necessary to ensure that the event went on smoothly. All financial and logistical issues were discussed at length. One hundred eighty-five guests were confirmed to attend the event, and hence food and guest rooms were prepared in earnest. All these guests were supposed to check in the hotel on Friday evening and check out on Sunday morning after the event was done. The Marching Band from South High School had on its part checked in on Wednesday in the same hotel and was supposed to leave on Sunday morning. The band had approximately 145 people, and it had reserved or booked 40 rooms for the entire period of their stay at the Spring Groove hotel (Schoffstall, Schrier & Arendt, 2014). The band was supposed to have a pool and pizza party on Saturday. Also.to facilitate proper security, the hotel had offered to have two security guards sit at the entrances of the hallway to monitor the movement of all people. However, on Wednesday, when the band came, there were no security guards.
There were several complaints from the guests in the hotel. They complained that some students were blowing trumpets at night hence inconveniencing rest time of most of the guests. On Saturday, everything looked running on smoothly until Steve received a phone call that one of the older women in the wedding session had gotten an injury. Another challenge for Steve came when the food service for the band was delayed for about 30 minutes. People started to get frustrated, and hence Steve had to put the workers on the pressure to deliver. Furthermore, the flow of people within the wedding party and Band was a severe challenge since no measures had been put in place for controlling traffic.
The one fundamental thing that the hotel management failed in this case study is the lack of proper planning and execution by the coordination team. First, Steve, who was supposed to coordinate both events, was lazy in his consultations with the Banquet manager. Coordination requires having full information of what is supposed to happen, at what time. Steve was supposed to have consulted with the head of the banquet to know what time had been planned for meals and other services. This would have led to reduced instances of delays in offering the services and frictions. It was quite evident that both Steve and the banquet manager were reading from different scripts, and hence challenges were bound to become overwhelming. Additionally, since these were two critically engaging events, Steve should have sought services of other assistants to help in coordinating both activities.
The first recommendation for the team is to ensure that they book events based on their capacity to deliver. Overstretching of the available resources primarily contributed to the problems experienced in the case study. Having overstretched resources prevents a business from giving quality services to the customers (Odoom,2012).For instance, the hotel had booked two events for the same day despite knowing that they both attracted huge delegations. Such an enormous number of people were not commensurate with the capacity of the hotel. The hotel should not have accepted the Matching Band to book since they later proved challenging to handle courtesy of their vast numbers and nature of engagements.Steve, in consultations with the banquet manager, should have ensured that they had enough number of cooks who could provide meals adequately for the vast number of guests who had been prospected to attend both events. In future, the hotel may decide to hire more cooks and waiters to enhance its capacity. The second recommendation is about logistical preparations.Businesses can only offer services that commensurate the level of their preparations (Vijayadurai, 2008).Spring Groove hotel should have hired security guards early in advance rather than wait till the actual day of the event to start scrambling on how to offer security. This was the reason why the first day was full of complaints from the Matching Band team.
Businesses and organizations are supposed to ensure that they invest adequately in how they deliver their services to the customers. Prudent to note is that fact that a company need to invest in proper financial management and human resource training diligently. For example, Steve, in hisprevious position, was not well trained in managing such complex situations since he only coordinated simple tasks. Due to the inadequacies which emerged as Steve tried to acclimatize himself with the new position, there were many occasions when he collided with the banquet manager. Proper training and capacity-building are critical for better service delivery.
Odoom, C. K. (2012). Logistics and supply chain management in the hotel industry: Impact on hotel performance in service delivery.
Schoffstall, D. G., Schrier, T. R., & Arendt, S. W. (2014). When the band crashed the wedding: A case in hotel service recovery.
Vijayadurai, J. (2008). Service Quality, Customer Satisfaction and Behavioural Intention in Hotel Industry. Journal of Marketing & Communication, 3(3).
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