#Hotel service blueprint registration
#Hotel service blueprint professional

#Hotel service blueprint professional

Lin (2012) asserted that if the right leaders and procedures are not in place, all the training given to the employees will not result in any top notch services that meet the needs of the customers and also satisfy the professional objectives of the hotel. Moreover, to improve customer relations and quality service in Excelsior Hotel year by year, the management of the hotel should continuously evaluate their procedures and policies to ensure Excelsior Hotel is doing its best for the convenience and comfort of their guests. Service culture should be streamlined and established as a core part of the company’s culture. Excelsior Hotel should have right leaders who focused on quality customer service and were also committed firmly to establishing efficient service culture. However, as much as training is important, Petzer & Steyn (2006) stated that actually is procedures and strong leadership that forms the strong foundation of consistent and quality customer service. Create a service cultureĪccording to Eid & El-Kassrawy (2012), the traditional thinking in the service industry maintains that great services always begins with training. This section of the paper will discuss these strategies in order of their priority. Excelsior Hotel in the case study has a myriad of critical issues that touch on customer relations and service quality. Faced with many new technologies and new professional and social realities that can heighten both negative and positive impact of even a single experience of the guests. In the increasingly crowded and competitive marketplace, customer services add real value to a hotel and make it stand out from its competitors. Given that customers are selective in their choices for hotels improving customer relations and service quality is a necessity. Strategies for improving customer relations and service quality in Excelsior HotelĮxcelsior Hotel is in a service industry where delivery of services is paramount for a great experience for the guests. Interfering with the guests who have paid for their services dissatisfies guests especially if they had already slept This can also bring security issues especially when someone is given a key to access a client’s room with valuables when the client is not around. Foster is trying to open the door using the wrong keys given to him not only disturbed the occupant of the room but also inconvenienced Mr. Given that the room was two buildings away, they had luggage and a sleeping son they carried, it would have been hectic going back for the right keys Foster was given door keys belonging to another guest who was already asleep. Giving wrong door keys to the customer is another critical incident from the case study.

The hotel is big from the description and, therefore, carrying many languages across many blocks alone with no assistance makes customers dissatisfied. Moreover, despite operating a large hotel having over 1000 rooms, Excelsior Hotel has no available porters at night to help guests in carrying their luggage.

#Hotel service blueprint registration

Despite the fact that her time for going off duty had reached, it would have been good if the agent finishes registration before closing her day at workĪnother critical incident had an advertised check in facility at the airport to attract new clients, but not offering the services during particular times of the day. Moreover, despite the fact that the front desk agents were two, one of the agents stopped serving clients because she was going off duty as much as the queue was still long with 12 guests waiting to be served, further delaying the process. Guests coming to the hotel are many and, therefore, queueing method for over 80 guests is slow and dissatisfied the guests People also read Moreover, the hotel transports their guests using their motor coaches to the front desk for registration using the queueing method.

The guests have to queue to be registered by only two front desk agents. To begin, Excelsior Hotel has a slow method of registering guests. This symbol shows where the critical incidents that led to the guests’ dissatisfaction occurredįrom the case study, there are several critical incidents that led to the dissatisfaction of the guests. 4.1 People Also Read Service Blueprint Diagram for the Excelsior Hotel CUSTOMERīill, Desk, Lobby, Hotel, Exterior parking