Question

LSchool of Business
Department of Hospitality and Tourism Management BHTM 305- Introduction to Hospitality & Tourism Industry
Case Study 2 – Version A
Student Name: Student ID: Campus: Case Analysis: You are required to answer the three questions below: (100 pts)
Brain Drain (BD) is a fancy events management company who has been operating within the hospitality field since 25 years. The owners have decided to move forward with their corporation and establish their first night club under the BD management. After the opening ceremony and real operation started, it was not up to the owners expectations. Thus, they decided to take a quick move and search for a qualified manager in-order to set things on track.
You applied and got the job as a manager of the night club, and your first concern was to enhance service quality. Without incurring excessive cost and at the same time maintaining employee satisfaction. However, before taking any move you decided to spend 1 week within the operation to experience what is really going on.
After the week is over, you came out with the following notes:
- There is an overreliance on technology. - Employee roles are not clear
- The service culture is missing.
Questions:
Question 1: What are the aspects that you should implement to achieve success in service. (30 pts.)
Question 2: What type of control approach would be adopted that is able to enhance service quality, besides reducing cost and increasing both and guest satisfaction? Discuss briefly. (35 pts.)
Question 3: In the control process, what marks a distinctive manager? How should he act, and how should he manage the operations with his associates? (35 pts.)

Answer 1

Answer 1= In order to improve the service quality, the following suggestions can be considered=

Reduce the over-dependence on the technology and focus on improving the manpower's ability to serve

Provide the livery and freedom to the manpower to take an immediate decision that is within their control

To have the customer-centric approach in every process

Have the feedback from the customers about the service and implement those into the service delivery

Try to have a minimum deviation in each service incidence

Answer 2= the company can develop the Standard Operating Procedure and the average completion tie for each activity and compare the actual performance of each employee on the basis of these parameters. If there is a major deviation, then the company must facilitate the training to the employees to overcome the deviation.

Secondly, the company can ask feedback from the customers and look to implement those in the organization.

Answer 3= A manager will be termed as distinctive if he takes a proactive approach while delivering and monitoring the performance of the services. He should give enough freedom to the subordinates so that these people can take immediate action pertaining to the customer service rather than waiting for approval from the manager otherwise it may result in the dissatisfaction of the customers.