"Your most unhappy customers are your greatest source of learning. " ~ Bill Gates

1. The Role of Service in
the Hospitality Industry
www.humanikaconsulting.com

2. Characteristics of Service
• Involves the guest’s experience and the staff’s performance
• Guest and server are both part of transaction
• Quality control is difficult
• Standard must be zero defects
• Production and consumption are simultaneous (There is no
inventory)

3. • Electronic-mechanical
• Indirect personal
• Face-to-face
Three Types of
Service Transactions

4. Product View of Service
• Focuses on the tasks that make up service
• Emphasizes controlling employee behavior
• Controls cost of transaction/process objective, measurable standards
• Concentrates on what we do

5. Process View of Service
• Emphasizes interaction between the service organization and the
guest
• Empowers employees to satisfy guests’ needs and desires
• Empowers employees to solve guests’ problems
• Concentrates on what the guest wants

6. Setting a Service Strategy
• Choose market segment or segments
• Determine appropriate service level and standards
• Do not over promise
• Fulfill expectations

7. • Keep stated service policies and actual practice the same
• Communicate management position to employees
• Treat employees as internal customers
• Remove obstacles that keep people from doing their jobs
• Restrain bureaucracy
Management’s Responsibilities in Establishing and
Maintaining a Service Culture

8. Making the Employee the Product
•Hire people who fit with the company and the
service team
•Emphasize cross-training
•Provide core training
•Motivate through feedback and rewards
•Establish award programs that recognize excellence
•Involve employees in setting service standards and
developing procedures

9. Welcome Home to
INDONESIA