Small Service Management

Business Simulation

The Small Service Business Management Simulation gives participants practical experience in running a small service business in a competitive environment by integrating human resource management, capacity management, sales, and marketing.

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Case 1: Family-run Hotel

Case 2: Family-run Restaurant


Entrepreneurship, services management, business fundamentals and SME management.

Used in

Entrepreneurship and services management courses at different levels, college preparedness courses, undergraduate courses focused on business fundamentals, college-level business courses. In-house corporate trainings. 

Case scenario

The simulation case encompasses the essential elements of service business management. Participants run a small family hotel in a seasonal environment with one established market and an option to expand to a new market with different demographics.

Participant tasks

During the rounds, teams manage their companies’ staffing with both permanent and temporary resources, direct sales, sales channels, investments, service quality, pricing, and marketing. They operate in competitive markets with seasonal variations in demand and economic conditions. Strategic decisions about expanding operations to a new market can also be included. 

Key learning areas

Management of the operating, market, and financial performance. Emphasis on human resource management, capacity management, investments, service quality, pricing, and marketing as the key decision-making areas.

Key success factors

Teams must develop and implement a consistent business plan that addresses the seasonal variations in demand and utilizes the principles of management effectively. In addition, well-planned human resource management is highly important. Success is measured by both operational and financial key indicators, including capacity utilization rates, customer and employee satisfaction, market shares, profit per employee, net profit, return on capital, and earnings per share. 

Expected outcome

To help the participants to develop a holistic view of business operations including marketing, sales, human resources, capacity management, investments, and service quality. To develop the understanding and command of business fundamentals, market-driven decision-making practices, and financial implications of the various operational and marketing decisions. In addition, participants will gain invaluable experience in teamwork and problem solving.


Small Service Business Management Simulation offers powerful user-level customizability and modularity options that allow it to be adjusted for different target groups and experience levels. In addition, the system permits the instructors to create and modify their own cases with personalized market outlooks and storyline.

Available languages

English, Finnish, French, Italian, Mandarin Chinese, Portuguese, Romanian, Serbian, Spanish, Arabic, Dutch.