Revamping the Supplementary Services of the Hospitality Industry in Islamabad : A Case Based on Roomy’s Hotel

Abstract

This project aims to revamp the supplementary services of Roomy’s hotel Islamabad. Due to globalization, innovations, and changing customer tastes and market trends, it is essential to revamp the supplementary services from time to time. We examine the current supplementary services of a famous hotel in Islamabad, namely The Roomy’s hotel. The supplementary services are analyzed on the basis of Flower of Service Framework proposed by Christopher Lovelock in 1996. Qualitative methods of data collection were used to collect information from the marketing team of Roomy’s hotel, the current customers at Roomy’s hotel, and the market leaders in the hospitality industry in Islamabad. Sampling was done on the basis of convenient sampling method and interviews were conducted. The patterns in data analysis showed customer feedback related to incorporating digitalization, innovation, hospitality and additional amenities. Hence, a revamped set of supplementary services is proposed to Roomy’s hotel which includes digitalization in information sharing, order-taking, billing methods, introduction of a play-area within the hotel premises, sustainability practices in their services, and other additional amenities.