Service Operations - Hard Rock Hotel
Executive Summary
This report highlights the distinctive characteristics that the Hard Rock Hotel chain possesses in its business, and also the competitive advantages it has over its competitors with its current service management system. Research for this report includes the evaluation of the service package provided by the hotel. Following that, recommendations are also given as a basis for the company to make an improvement on its competitive advantage in the current industry.
The Hard Rock Hotel (HRH) is considered a core service oriented business, thus customer satisfaction plays a crucial role in its success. The company ensures that the décor and designs of its facilities are of quality standard, closely following a concert/Hollywood theme and, on top of that, company staffs are also well trained to be polite and friendly when attending to customers. Furthermore, the company greatly emphasizes on honing good management skills, as it would help the company cope with fluctuations in demand and reduce loss of idle capacity.
The criteria of evaluation for the service package include an assessment of the company’s supporting facility, facilitating goods, information, and its explicit and implicit services provided. In a glimpse, HRH Singapore embodies most of the distinctive qualities that it should possess. The hotel is primly located in the middle of Singapore’s resort hub. It provides a long range of facilitating goods and service that lives up to its well-established reputation.
Some key recommendations for HRH Singapore includes operating shuttle services between Changi Airport and Hard Rock Hotel, providing more accurate and up to date information, constructing a new concert venue in Singapore, implementing less stringent policies for staffs, and enhancing their attitudes towards work. These changes in the company will in time result in a better customer experience and keep the business updated with the latest trends and needs.
Brief
This report highlights the distinctive characteristics that the Hard Rock Hotel chain possesses in its business, and also the competitive advantages it has over its competitors with its current service management system. Research for this report includes the evaluation of the service package provided by the hotel. Following that, recommendations are also given as a basis for the company to make an improvement on its competitive advantage in the current industry.
The Hard Rock Hotel (HRH) is considered a core service oriented business, thus customer satisfaction plays a crucial role in its success. The company ensures that the décor and designs of its facilities are of quality standard, closely following a concert/Hollywood theme and, on top of that, company staffs are also well trained to be polite and friendly when attending to customers. Furthermore, the company greatly emphasizes on honing good management skills, as it would help the company cope with fluctuations in demand and reduce loss of idle capacity.
The criteria of evaluation for the service package include an assessment of the company’s supporting facility, facilitating goods, information, and its explicit and implicit services provided. In a glimpse, HRH Singapore embodies most of the distinctive qualities that it should possess. The hotel is primly located in the middle of Singapore’s resort hub. It provides a long range of facilitating goods and service that lives up to its well-established reputation.
Some key recommendations for HRH Singapore includes operating shuttle services between Changi Airport and Hard Rock Hotel, providing more accurate and up to date information, constructing a new concert venue in Singapore, implementing less stringent policies for staffs, and enhancing their attitudes towards work. These changes in the company will in time result in a better customer experience and keep the business updated with the latest trends and needs.
Brief