| Nr. | Название главы | Стр. |
| 1. | Introduction | 3 |
| 2. | SMS Model | 4 |
| 2.1. | Service Concept | 4 |
| 2.2. | Service Delivery Systems | 6 |
| 2.3. | The Culture and Philosophy | 8 |
| 2.4. | Market segment | 8 |
| 2.5. | The image | 8 |
| 3. | Mind-map | 10 |
| 4. | Conclusion | 11 |
| 5. | Bibliography | 12 |
| 6. | Appendix | 13 |
4. Conclusion
Hotel Scandic Copenhagen has thought about all aspects on how to stage and experience to their guests. Therefor we were not able to identify any major gaps in the company. As a reason for that might be:
• Company values that give freedom to hotel’s team members;
• Well trained staff;
• Excellent cooperation between all departments in hotel;
• Well planned hotel’s infrastructure;
• Target group provision with special facilities;
But there are some fall points we were able to characterize:
• Fall point might be if a large group of customers want to check-in at the same time;
• Hotel is very modern but not equipped with the latest innovation that also might create a fall-point. As a sample we can say – latest trend for hotels is a self-service check-in;
• Room-service that might interrupt hotel guests;
We would like to say that there is a perfect work system (structure) in Hotel Scandic Copenhagen. In the whole project we saw only inspiring and strong service management system that could be a good sample for any of the other hotel.
…
Analysis of hotel Scandic Copenhagen. Model used - Service Management Systems: Service Concept, Culture, Market segment, Delivery systems, Image. Conclusion: Hotel Scandic Copenhagen has thought about all aspects on how to stage and experience to their guests. Therefor we were not able to identify any major gaps in the company. As a reason for that might be: •Company values that give freedom to hotel’s team members; •Well trained staff; •Excellent cooperation between all departments in hotel; •Well planned hotel’s infrastructure; •Target group provision with special facilities; But there are some fall points we were able to characterize: •Fall point might be if a large group of customers want to check-in at the same time; •Hotel is very modern but not equipped with the latest innovation that also might create a fall-point. As a sample we can say – latest trend for hotels is a self-service check-in; •Room-service that might interrupt hotel guests; We would like to say that there is a perfect work system (structure) in Hotel Scandic Copenhagen. In the whole project we saw only inspiring and strong service management system that could be a good sample for any of the other hotel.
