Report 1 Hospitality operations 2000 words

What is the purpose of the assignment?

For any operation to be successful it must have a clearly defined service concept appealing to a
particular market, a system defining the way the service is delivered and an environment within
which that takes place that must be designed to fit the concept, and the actual service delivery must
meet the service promise. The aim here is to review a hospitality operation of your choice to see if it
fits the criteria for success outlined above.

What we want you to report on?

• Clearly define the proposed service concept based on any material the company has produced
about the operation – website, advertising, social media etc.

• Evaluate the design in terms of the servicescape (the location and designed environment – inside
and outside) and the service delivery system – the way in which the service is designed to be
delivered through the people, systems, equipment and technology of the operation.

• Reflect on the service experience – does the operation deliver the service promise inherent in the
service concept to the

customer. This will mean you having to experience the operation from the customer perspective.

• Analyse the fit between the service concept, delivery systems and the environment and provide
recommendations to improve the service experience.

A combination of theory, service experience and environment analyses should be used to underpin
the report and where valid identify the impact of how the pandemic has influenced the operations
across board.

Choosing the unit?

You can choose any hospitality operation that you would like to experience. We can give you some
suggestions but here are some pointers you might like to consider.

• Choose somewhere you would be happy to stay at, travel with, eat in, buy from etc. To do this
properly you really need to experience the operation first hand and you might want to look at some
of the competitors too for a comparison.

• Choose somewhere within your budget. This doesn’t mean you have to go somewhere cheap. If
you were thinking of going out for a celebration meal, then why not use that. Don’t forget that even
Michelin star restaurants have good lunch time and pre-theatre set menus that won’t break the
bank, and luxury hotels have great mid-week deals.

• Choose somewhere you haven’t experienced before. If you are already a loyal customer, you won’t
see the operation clearly. This also goes for somewhere that you might have worked in – best avoid.
Why not take this opportunity to try something new? If you are still in doubt, then ask us for some
recommendations.
What format should it be in?

• A report format with clear headings and sub headings including an executive summary (about 200

words), table of contents, introduction, discussion of service concept, servicescape, service

experience as appropriate, evaluation of fit, conclusion and recommendations, references.

• While this is principally a practical exercise based on your experience you still need to link it to the

theoretical literature and so we would expect at least six references to the academic literature to be

included.

• The report has a maximum word limit of 2,000 words. This word limit will exclude the cover sheet,

lists of references/bibliography and any appendices. It will include words in tables included as part of

the text.

• Please check the submission deadline in the module handbook and be aware of the penalty for late

submissions