Service Innovation

Service Innovation & Leadership ProjectThe Hodson Bay Hotel Group |

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AcknowledgementI wish to take this opportunity to thank my lecturer ..... in giving me the opportunity to carry out such a report. I wish to thank ..., Sales & Marketing Manager of the Hodson Bay Hotel Group for taking the time out in answering my questions and corresponding with me. |

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Executive Summary

The paper wishes to highlight the issues of service innovation, leadership and creativity within the chosen company combined with what is learned from articles reviewed in class. Through an interview conducted with Louise Campbell, Sales and Marketing Manager with the Hodson Bay Group, these important areas are key to success in any organisation.

First of all an introduction to each hotel is outlined. The group comprises of three hotels. Each hotel has its own unique offering. The business has seen a huge growth in the hotel industry since it formed and many factors can contribute to this. The business must remain consistent and monitor each of the areas in order to survive.

Every organisation is influenced by its top management. This is an important role in order to steer the company in the right direction. The company is known for its many awards for excellence which are referred to here. Only some relevant information regarding management was obtained from the Hodson Bay Group. Directors or managers were not available to be interviewed but Ms. Campbell provided the necessary information relative to the report.

Customer experience is looked at in detail. The company’s aim is to constantly monitor their activity and satisfy their needs by offering exciting and competitively priced packages.

Competition is relatively high in the services industry. The paper highlights the numerous initiatives the group have come up with in order to distinguish them from the competition.

The next area of the paper refers to employees throughout the group and how...