Hotel Monaco Service Design

Service Operations Management Assignment

Group 3.

Service Experience

Boutique Hotel

4 star hotel with highly personalized service.

Primary customer segment is business travelers, who also return for personal
leisure travels.

Provides customer service with personalized comfortable environment, sticking to

the tag line “Meetings at Monaco are not a drag.”

Offers same services that of a luxury chain hotel, but with the friendly
atmospheric feel with the individual attention of staying at a friend’s house.

Supporting Facility

Prime property located at the Chicago business district, located close to theater
and shopping district. Advantage of attracting both business travelers and leisure
travelers.

Facilitating goods

Clean room and personalized service.

Delicious meals.

Comfortable stay.

Information

How many times can use the guest’s first name, how many times can use the
guest name and how many times let the phone ring at the room.

Hotel capacity utilization information for staffing requirement.

Booking forecasting based on past capacity utilization

Sales team forms packages for leisure travelers and negotiates discounted prices for
corporate clients based on volume and past experience.

Customer feedback collection and implementation.

Explicit Service

Lobby is designed to give the feel of a comfortable intimate living room.

Bedrooms’ décor is like the guest room of a private home, emphasizing on

vibrant colors and flowers, which reflects lively and energetic atmosphere.

Living rooms have two lined phones with fax machine for business needs.

3 meeting rooms for business customers.

Provides bowls with gold-fish on customer demand for mental relaxation.

Detailed concierge service to exceed guest expectation and gain guest loyalty.
Eg. Ticket booking, room booking, city guide, free consultation etc.

Implicit service

Provides customers with small amenity kits filled with toys and cartoon launch
boxes to give them a comfortable atmosphere.

Welcome guests with evening wine service, massage or handwriting analysis

service at living room, board games.

Meditation rooms with big windows, overlooking the city for peace of mind.

Also allows the guests to bring their own pet.

Using integrated Guestwer to track the customer service history and preference
and provide desired service.

Free stay for overnight in case of overbooking at a collaborated hotel.

Peripheral service

Company owned restaurant, located near the lobby down the hall run by
professional chefs.

Acts as a caterer for hotel events and serves outside customers.

Proactive engineering department for comfortable stay.