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Edge Hotel School

Business Report

Name: D L Tutor: Module Title: H O Degree Title: BA Hotel Management Submission Date: 7th November 2014

Academic Integrity Statement:
I declare that the work in this assignment was carried out in accordance with the requirements of the Edge Hotel School Academic Offences Policy and Procedures and that it has not been submitted for any other academic award. Except where indicated by specific reference in the text, this work is my own work. Work done in collaboration with, or with the assistance of others, is indicated as such. I have identified all material in this assignment which is not my own work through appropriate referencing and acknowledgement. Where I have quoted from the work of others, I have included the source in the references/bibliography. Any views expressed in the dissertation are those of the author.

Business Report

Contents

Introduction p 2 Discussion p 3 Conclusion p 8 References p 9 Appendices p 10 Appendix 1 – Strategic Management Model p 10 Appendix 2 – Swot Analysis Chart p 10 Appendix 3 – Service Recovery System p 10 Appendix 4 – Pareto’s law p 11 Appendix 5 – Kellog’s Square Dealer p 11

Introduction

The aim of this business report is to write about a performance, indicating areas and recommendations for improvements. In this report Service Recovery Process (SRP) will be reviewed and how it impacts on hotel operations and strategic planning will be investigated. How its implementation is beneficial to instil specific processes and systems within the hotel organization will be considered. Policies, procedures and methods for handling complaints will be assessed. Thereafter the repercussions of business ethics related to the Service Recovery (SR) process on decision making will be evaluated. Hence how Revenue per available

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