C/OM/50. Managing service operation in Holiday Inn

This paper analyses different aspects of service operations management in one of the Holiday Inn hotels. The analysis is based mostly on the existing theoretical concepts and certain findings derived from the practice of UK hospitality industry firms. The first part provides a brief review of such operational dimensions as service concept, the design of service delivery system, operations planning and control, capacity management and material management. The second part provides a detailed assessment of quality management within the environment of Holiday Inn. This analysis reviews the concepts of service quality, gap in service quality and considers the ways it can be handled by the management.