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15 the role of service in the hospitality industry

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

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15 the role of service in the hospitality industry

  1. 1. The Role of Service in the Hospitality Industry www.humanikaconsulting.com
  2. 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. 3. • Electronic-mechanical • Indirect personal • Face-to-face Three Types of Service Transactions
  4. 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. 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. 6. Setting a Service Strategy • Choose market segment or segments • Determine appropriate service level and standards • Do not over promise • Fulfill expectations
  7. 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. 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. 9. Welcome Home to INDONESIA

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