The Sunny Hotel/Spa

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Case Study: The Sunny Hotel/Spa & Wellness Resort!

By: !

Desirae Linton-Guapi!

October 3, 2015!

Managerial Support Systems!

Management 608!

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Summary!

The Sunny Hotel/Spa and Wellness Resort was established in 1995 in Izmir, Turkey.

During a six year period, the family owned business has expanded two hundred

percent. The purchasing department handled the purchasing of goods and services

were handled by each perspective department. Due to such a huge growth, the owners

decided to hire Murat Var as the Purchasing Manager. He centralized purchasing

responsibilities for both goods and services for the entire hotel. This led to a strong

customer-supplied relationship and improved customer service. The consolidated

purchasing has proven to be logical and beneficial for each department. However,

department managers feel that there is a lack of communication and cooperation in the

source selection process which has led to bad or incorrect selections. !

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What makes the procurement of services different from that of the purchase of

goods and materials?!

The main difference between the purchase of goods and the procurement of services is

that services are evaluated based on experiences and knowledge. Goods, on the other

hand, are measured as a fixed standard and are based on needs. Procurement of

services has a high level of uncertainties (Gassner, 2013). For example, the hotel

outsources its cleaning services and analyzing the level of satisfaction occurs after the

job is completed. Whereas companies that supply goods can be compared and selected

based on costs, transportation services, and efficient deliver before the hotel purchases

from there. The procurement of services is ideally long-term oriented and the

establishment of a strong relationship is imperative to maintain consumer satisfaction.!

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Define alternatives services, or additional ones, that could be purchased by the

hotel. !...