Service Organization Plays Out Capacities †Myassignmenthelp.Com

Question: Discuss About The Service Organization Plays Out Its Capacities? Answer: Introduction Basically, a service organization plays out its capacities and operations by organizing its back and front stage divisions, which create and offer products and services by understanding the requirements of clients. This paper includes the reflective essay on different aspects of service in hospitality organization. This essay will examine the flow- diagrams for front and back stage operations of a service industry association, i.e. InterContinental Hotels. Further, it will clarify the importance of service experience and service encounter. Toward the end, it will elaborate the managerial implications by looking at the flow charts for different stages. Flow Charts Flow charts of service delivery is produced and outlined by considering the standard of services, culture, needs and desires of visitors and guests and services of contenders. Service implies understanding the desires and requests of clients, procedure of offering the services, assessment of the obstacles and associated costs, which requires for the administration of the standard of quality in service organizations (Armstrong et al, 2015). In this report, flow charts of hospitality organization, i.e. InterContinental Hotels, are created, which will be exceptionally helpful in dealing with the method of developing and conveyance of data, services to achieve the goal of business in more operative and expert way. Front Stage Flow Chart I am working at InterContinental Hotels, where I have seen their operations and flow of services. Hotels are using front office flow chart for managing the data and services according to the international trends and to meet the expectations and requirements of clients. When I was working at InterContinental Hotels, I witnessed that the main aspects of front stage operations of service organization is assisting in improving the communication and interaction with the visitors to collect the data about these guests and then discuss with the back stage departments about offering services to customers according to their needs and expectations (Bitner and Wang, 2014). When I joined this well-recognized organization, i.e. InterContinental Hotels, then I saw that the organizations front stage flow chart incudes various activities and steps. These activities includes like; making reservation for the visitors, managing the check-in details, organizing the waiting area and operating the rooms. Additionally, the front stage department also notes about the check-out details. At this hotel group, my role is to assist the guests related to the hotel and food services (Grnroos, Edvardsson, and Sheth, 2013). At InterContinental Hotels, I experienced that front stage staff of hotel are performing the duties and responsibilities as per predetermined schedule and standard and procedure to attain the goals of organization. After looking at the front stage flow chart of the InterContinental Hotels, I can say that this process of the organization is effective and assisting the hotels in attaining its preset objectives. The front office flow chart of this hotel reflects that the organization is making decisions on the basis of information and details of customers, which are provided by the reception members for every client. This flow chart directs the back stage staff for enhancing the service delivery (Srensen et al, 2013). I felt that the chart and process is supporting InterContinental Hotels to have resources and organize the functions and operations as per the expectations and needs of guests and current trends in the industry. Back Stage Flow Chart For InterContinental Hotels, back office process has a significant role in executing the internal functions and operations. When I worked at InterContinental Hotels, I come to know that there are some services and operations, which are executed by back office. These functions are such as; attending the phone calls and replying the mails by filling the forms (You, 2014). Moreover, other operations are like; cleaning of rooms and waiting area, housekeeping and post operational functions. These activities have a significant role in maintaining the standards and quality of services. It assists in developing operational plan of organization. This plan is recommended by the senior leaders and managers by utilizing the information that is provided by the staff of front stage. Regardless of this, I believed that back stage flow chart has flexibility because it can be altered by senior management as per the situations and dealing with the needs and demands of travellers. ; Significance of service encounter Service encounter is an important aspect in the service delivery by any service organization. It includes the exchange between the customers and service providers, in which clients experience two different aspects, i.e. behavioral and relationship aspect and service aspect. It has significant value in the field of hotel and hospitality services. For InterContinental Hotels, that is operating business operations in hospitality sector, needs managing the quality and standards to endure the current position in the market (Kindstrm and Kowalkowski, 2014). Taking personal experience at InterContinental Hotels, I realized that for getting competitive advantage, management of hotels always makes efforts to improve the service encounter by looking at the current industry trends and requirements of potential customers. The organization thinks that effective interaction between customers and organization impact the quality and process of delivery services, that consists of different types of service encounter with the management and employees. There may be three types of service encounter at InterContinental Hotels, i.e. remote counter, indirect counter and direct personal counter. At the hotels, the management makes the decisions after considering all the forms of service encounter (Grnroos and Grnroos, 2016). After that, the organization executes its activities and operations and assigns the tasks and responsibilities to the team. This entire procedure of hotels can assist it in enhancing the effectiveness and productivity of the organiza tional activities to get the predetermined goals. Working at InterContinental Hotels, I found that they are providing high quality services to their customers. It shows that their service encounter was better than other competitors in the hospitality industry. I realized that the hotels are very good in delivering services on time and maintaining the quality of food menus. Along with this, they are offering spas, gym and some other complimentary services. In spite of this, there may be some factors, which can raise issues in the successful service encounter (Mattsson and Chadee, 2015). These issues are like; immoral behavior of back and front stage staff and some frustrating demands of guests. After looking at InterContinental Hotels, I analyzed that this service organization is implementing remote, indirect and direct service encounter for keeping the best quality of hotel services. This hotel group is preferably using indirect service encounter to understand the demands and expectations of visitors. It is done by conducting market research and taking feedback from guests. Moreover, this organization is also considering the safety and security in offering successful service encounter. Managerial Implications It is very important to understand the managerial implications of service encounter at hotels. The value and worth of its business activities can be monitored by evaluating the service encounter between workforce and clients. Communication process plays a vital role in this, as it helps in analyzing the potential and needs of guests for sustaining the efficacy of service quality. As per my experience at InterContinental Hotels, I can say that service encounter and appropriate analysis of activities and services may have huge impact on managerial effectiveness and brand image of hotels. I came to know that there are some activities like; attending the visitors, listening to their needs and offering them some additional services, have large impact on process of management of any service organization. Though, InterContinental Hotels possess good brand reputation and offering best quality services, but still there is absence of service encounter. It is affecting the managerial approach o f organization adversely (Grnroos, 2007). The management should take some actions to fill the gaps. The managers should implement the strategies to know the needs and expectations of clients. The workforce at hotels needs to become more efficient and ethical. They have to understand their responsibilities towards hotels and guests. After this analysis, I suggest that this managerial implication of InterContinental Hotels may help them to achieve its targets and improve the service delivery. Thus, this reflective essay can help in understanding some aspects of service organizations. The organizations require establishing the front stage and back stage flow chart to allocate the services to different teams. Service encounter is an essential part for the any service organization, especially for the hospitality organizations; like; InterContinental Hotels. References Armstrong, G., Kotler, P., Harker, M. and Brennan, R., 2015.Marketing: an introduction. Pearson Education. Bitner, M.J. and Wang, H.S., 2014. 11. Service encounters in service marketing research.Handbook of service marketing research,221. Grnroos, C, 2007, Service management and marketing: customer management in service competition. John Wiley Sons. Grnroos, C. and Grnroos, C., 2016. Internationalization strategies for services: a retrospective.Journal of Services Marketing,30(2), pp.129-132. Grnroos, C., Edvardsson, B. and Sheth, J.N., 2013.Service management. SAGE Publications. Kindstrm, D. and Kowalkowski, C., 2014. Service innovation in business-?to-?business firms.Journal of Business Industrial Marketing,29(2). Mattsson, J. and Chadee, D., 2015. Customer satisfaction in tourist service encounters. InProceedings of the 1995 world marketing congress(pp. 397-397). Springer International Publishing. Srensen, F., Sundbo, J. and Mattsson, J., 2013. Organisational conditions for service encounter-based innovation.Research Policy,42(8), pp.1446-1456. You, F, 2014, Design and Realization of Hotel Management System, Computer Modelling New Technologies.