Designing a Service Manual for Employees : A Case Study of Huone Events Hotel Helsinki
Pham Thuy, Trang; Vo Thi Kieu, Oanh (2017)
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Lataukset:
Pham Thuy, Trang
Vo Thi Kieu, Oanh
Laurea-ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017060111832
https://urn.fi/URN:NBN:fi:amk-2017060111832
Tiivistelmä
The constantly growing service sector in Finland, especially in the capital city Helsinki, requires continuous efforts from organisations to not only provide the most excellent services, but also to maintain a consistently high quality standard. One solution for ensuring consistency in the working performance of various employees within an organisation is to utilise a working manual where the most crucial information on how to conduct a desired operation is clearly described. Understanding the tremendous benefits of a working manual, Huone, the first event hotel in Helsinki and which is expanding internationally, decided to adopt a working “service manual” for their service department. This thesis aims at providing information on how to develop the service manual, its contents and benefits in a general context. The outcome of the project is an actual service manual delivered to Huone Helsinki as the end result.
The theoretical background supporting the reliability and validity of this thesis is derived from textbooks, digital materials, academic journals and articles, as well as educational webpages. In addition, official handbooks and guidelines providing instructions on creating employee manuals together with insights from hospitality management also form the core knowledge base for this thesis. A qualitative approach was taken to for data collection, utilising such methods as open-ended surveys, observations, interviews, and the construction of a service blueprint based on the analysis of a self-designed customer journey.
Analysis of the research results shows that delivering a service manual boosts the standardisation of working processes, which is important to ensure the consistent quality service of one company, especially during an expansion phase, as in the case of Huone Helsinki. A comprehensive understanding of the service manual creation process including its content details is crucial in constructing a successful service manual. The main outcome of the project was an actual service manual distributed to Huone Helsinki staff and based on the assessment of feedback results received, the functionality and use value of the designed service manual is highly appreciated, especially within the service department. In the future, possible updates to the service manual should be conducted periodically, and more manuals for other departments in Huone Helsinki can also be developed.
The theoretical background supporting the reliability and validity of this thesis is derived from textbooks, digital materials, academic journals and articles, as well as educational webpages. In addition, official handbooks and guidelines providing instructions on creating employee manuals together with insights from hospitality management also form the core knowledge base for this thesis. A qualitative approach was taken to for data collection, utilising such methods as open-ended surveys, observations, interviews, and the construction of a service blueprint based on the analysis of a self-designed customer journey.
Analysis of the research results shows that delivering a service manual boosts the standardisation of working processes, which is important to ensure the consistent quality service of one company, especially during an expansion phase, as in the case of Huone Helsinki. A comprehensive understanding of the service manual creation process including its content details is crucial in constructing a successful service manual. The main outcome of the project was an actual service manual distributed to Huone Helsinki staff and based on the assessment of feedback results received, the functionality and use value of the designed service manual is highly appreciated, especially within the service department. In the future, possible updates to the service manual should be conducted periodically, and more manuals for other departments in Huone Helsinki can also be developed.