What wouls you have included in your presentation for developing an effective service management program? EEAdd PageInsertTableChartТextShapeMediaCommentCASE2The new owners of The Times Hotel have just boarded a plane at a city in Asia. Theirstay in the Mandrian Hotel was superb. The attention to service was excellent, andthey felt quite pampered. During the flight, one of the owners reads an article in apopular magazine concerning the mediocre service in hotels in the United States.The article details the lack of concern for the guest in many properties, the high costof hotel rooms, and the abrupt attitudes of the hotel staff. The owners think of theirhotel and realize that many of the problems mentioned in the article can be found atThe Times Hotel.The next day, at the general staff meeting, the owners share their concerns with themanagement staff. As the group listens attentively, they cannot help but think, "Wehave heard this before-another idea from the owners that will make more work forour already overworked staff." However, this time, the owners declare they don'tknow where to begin; they feel overwhelmed by the size of the problem. "Let'sdevelop a plan," they suggest. All managers must do some researchthis topic andreturn for a brainstorming session in two weeks.The front office manager, Ana Chavarria, finds this to be a challenge! She has readsome of the articles on service management in the trade journals and decides todo more research on the topic.Through her reading, Ms. Chavarcia learns that there must be a financialcommitment by the owners and a managerial commitment by the staff to make thiswork. If the employees become involved in the planning stages, it should work justfine. She thinks that getting the cooperation of the employees will be easy if theowners pledge their financial commitment. She guesses that the rest of themanagement staff will probably halfheartedly go along with the project-if it isforced on them.At the scheduled brainstorming session, Ana outlines her findings. The owners arereluctant to incur additional expenses to motivate employees. The owners respond,"Let's find some more creative ways." The other managers suggest preparing posterswith photos of employees who do a good job, placing names of employees who doa good job on the marquee, and placing a suggestion box in the employeelunchroom. Continued focus on the financial aspects distracts the group fromdiscussing the content of a service management program. After two hours of futileeffort, the owners decide to table the service management program.If you were the front office manager, what would you have included inyour presentation for developing an effective service managementprogram?日

Question

What wouls you have included in your presentation for developing an effective service management program? EEAdd PageInsertTableChartТextShapeMediaCommentCASE2The new owners of The Times Hotel have just boarded a plane at a city in Asia. Theirstay in the Mandrian Hotel was superb. The attention to service was excellent, andthey felt quite pampered. During the flight, one of the owners reads an article in apopular magazine concerning the mediocre service in hotels in the United States.The article details the lack of concern for the guest in many properties, the high costof hotel rooms, and the abrupt attitudes of the hotel staff. The owners think of theirhotel and realize that many of the problems mentioned in the article can be found atThe Times Hotel.The next day, at the general staff meeting, the owners share their concerns with themanagement staff. As the group listens attentively, they cannot help but think, &#34;Wehave heard this before-another idea from the owners that will make more work forour already overworked staff.&#34; However, this time, the owners declare they don'tknow where to begin; they feel overwhelmed by the size of the problem. &#34;Let'sdevelop a plan,&#34; they suggest. All managers must do some researchthis topic andreturn for a brainstorming session in two weeks.The front office manager, Ana Chavarria, finds this to be a challenge! She has readsome of the articles on service management in the trade journals and decides todo more research on the topic.Through her reading, Ms. Chavarcia learns that there must be a financialcommitment by the owners and a managerial commitment by the staff to make thiswork. If the employees become involved in the planning stages, it should work justfine. She thinks that getting the cooperation of the employees will be easy if theowners pledge their financial commitment. She guesses that the rest of themanagement staff will probably halfheartedly go along with the project-if it isforced on them.At the scheduled brainstorming session, Ana outlines her findings. The owners arereluctant to incur additional expenses to motivate employees. The owners respond,&#34;Let's find some more creative ways.&#34; The other managers suggest preparing posterswith photos of employees who do a good job, placing names of employees who doa good job on the marquee, and placing a suggestion box in the employeelunchroom. Continued focus on the financial aspects distracts the group fromdiscussing the content of a service management program. After two hours of futileeffort, the owners decide to table the service management program.If you were the front office manager, what would you have included inyour presentation for developing an effective service managementprogram?日

Accepted Answer

Services are non-physical (which cannot be touched), perishable, involve customers, and buyer and…