The Service Package York & Albany Hotel by Raweerat S.
OPS 103
York & Albany Hotel
Raweerat S. 723055
Operations Management: Service Package
York & Albany Hotel
Raweerat SUAPRASERT HWLC Data No 723055
MBA (Hospitality Management) OPS 103 Operations Functional Management in Hospitality Organisations Module Leader: Seth Lewis Date: 24/4/2010
0
OPS 103
York & Albany Hotel
Raweerat S. 723055
Contents
Introduction and Business Overview Service Package Definition a. Supporting Facility i. Locations, Interior decorating, Support equipment, Architectural appropriateness and Facility layout b. Facilitating Goods i. Consistency, Quantity and Selection c. Explicit Service i. Training of service personnel, Comprehensiveness, Consistency and Availability d. Implicit Service i. Attitude of service, Atmosphere, Waiting, Status, Sense of well-being, Privacy and security and Convenience Concluding Recommendations Bibliography Appendix 1 – Detail of York and Albany Services Appendix 2 - Hotel Guest facilities and amenities
Page
2 3 4-8
9-10
10-11
11-12
13 14
1
OPS 103
York & Albany Hotel
Raweerat S. 723055
Introduction and Business Overview
In this essay I will describe, illustrate and analyse the Service Package at York and Albany Hotel in Parkway, London, and make some recommendations for improvement taking into consideration Operations Performance Objectives and customer expectations. Most of the information on this company comes from York and Albany’s staff training manual, personal work experience at York and Albany and www.gordonramsay.com. York & Albany, the first hotel of celebrity chef Gordon Ramsay, opened its doors to the public on 29th September 2008. It is run and overseen by Angela Hartnett. York & Albany offers 10 uniquely designed guest bedrooms, two dining areas with bar and an Italian Delicatessen. The challenge of this business is mainly in the Hotel part, which is new for Gordon Ramsay Holdings. At present it relies on the 26 years experience in the
York & Albany Hotel
Raweerat S. 723055
Operations Management: Service Package
York & Albany Hotel
Raweerat SUAPRASERT HWLC Data No 723055
MBA (Hospitality Management) OPS 103 Operations Functional Management in Hospitality Organisations Module Leader: Seth Lewis Date: 24/4/2010
0
OPS 103
York & Albany Hotel
Raweerat S. 723055
Contents
Introduction and Business Overview Service Package Definition a. Supporting Facility i. Locations, Interior decorating, Support equipment, Architectural appropriateness and Facility layout b. Facilitating Goods i. Consistency, Quantity and Selection c. Explicit Service i. Training of service personnel, Comprehensiveness, Consistency and Availability d. Implicit Service i. Attitude of service, Atmosphere, Waiting, Status, Sense of well-being, Privacy and security and Convenience Concluding Recommendations Bibliography Appendix 1 – Detail of York and Albany Services Appendix 2 - Hotel Guest facilities and amenities
Page
2 3 4-8
9-10
10-11
11-12
13 14
1
OPS 103
York & Albany Hotel
Raweerat S. 723055
Introduction and Business Overview
In this essay I will describe, illustrate and analyse the Service Package at York and Albany Hotel in Parkway, London, and make some recommendations for improvement taking into consideration Operations Performance Objectives and customer expectations. Most of the information on this company comes from York and Albany’s staff training manual, personal work experience at York and Albany and www.gordonramsay.com. York & Albany, the first hotel of celebrity chef Gordon Ramsay, opened its doors to the public on 29th September 2008. It is run and overseen by Angela Hartnett. York & Albany offers 10 uniquely designed guest bedrooms, two dining areas with bar and an Italian Delicatessen. The challenge of this business is mainly in the Hotel part, which is new for Gordon Ramsay Holdings. At present it relies on the 26 years experience in the
Bibliography: Raweerat S. 723055 Appendix 1: Detail of York and Albany Services