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Service Organisation - Case Study Example

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Service Organisation

Accessibility is a key issue and an importance operations management issue for hotels and this essay will use Holiday Inn Nottingham as a case study to analyse the operational functions of a service organisation.
The operational functions of an organisation are those that enable it to undertake its role (Flaherty 1996, Slack et al 1998). In the case of a service organisation, the operational functions would be those that implement the organisation's core service. In the case of Holiday Inn Nottingham, its operational functions will involve those functions that enable customers to book their services, and the people involved in making sure this is carried out appropriately. The operational functions of an organisation are also determined by the three roles as implementers of business strategy, supporters to the business strategy and as the drivers of business strategy (Flaherty 1996, Slack et al 1998). This has several meanings for Holiday Inn Nottingham, because as an implementer of business strategy it will have to ensure that it puts the general Holiday Inn strategy into place. This would include attracting customers to the hotel by managing and promoting the Holiday Inn brand in Nottingham, through marketing and advertising the organisation. As a support of business strategy, Holiday Inn Nottingham has to develop resources to provide the capabilities which are needed to allow the hotel to achieve its strategic goals (Flaherty 1996, Slack et al 1998). Holiday Inn Nottingham has completed a major refurbishment of its hotel, and part of these refurbishments include modernising accommodation and business facilities, so that the hotel can fulfil its role in implementing the Holiday Inn business strategy. In terms of driving the business strategy, Holiday Inn Nottingham has to ensure that it retains its competitive edge (Flaherty 1996, Slack et al 1998) over other hotels in the city and the recent refurbishment demonstrates how Holiday Inn Nottingham is committed to driving business strategy. The modernisation of the rooms ensures that its customers and potential customers are accommodated in rooms that meet global standards in terms of quality and comfort. For its business customers, Holiday Inn Nottingham also offers free on-site car parking, which immediately puts it at a competitive advantage as a business venue as it represents the best value for its cost.

The operational functions of Holiday Inn are also better demonstrated by looking its performance objectives which include the quality advantage, the speed advantage, the dependability advantage, the flexibility advantage and the cost advantage (Harris 1989). In order to understand these advantages and the operational functions of Holiday Inn Nottingham better, a detailed examination will now follow of the organisation.

Service Package
The service package is the bundle of goods and services that is provided by Holiday Inn Nottingham (Lecture Notes). The most visible part of the service package is the hotel's supporting facility which consists of its guest rooms, facilities for guests and business facilities. The hotel offers three different types of guest rooms to cater for the different guest types; from single and double rooms to executive rooms and suites. Guests will also have access to a health fitness centre and internet connections in their rooms. Business customers also have a variety of room ...Show more

Summary

Holiday Inn Nottingham is part of the Holiday Inn franchise and is located very close to the Nottingham city centre. Its proximity to the city centre ensures that it benefits from a variety of clientele, and it also means that it can cater for both business clients and leisure clients…
Author : katherinereilly
Service Organisation essay example
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