PROCESS MIX OF HOTEL INDUSTRY
It’s the manner in which service is delivered. Since, in hotel industry service are rendered by hotel & experience by the customer simultaneously, because of the inseparability nature, the process in which these services are delivered becomes very important. This is because every process is carefully by the customer & the customer is judging the quality of the service on this basis.
Service Encounter: Acc. to FHRAI report, there are around 250 moments of truth in a hotel industry where the customer comes in direct contact with the service provider, equipment, and physical asset.
Critical incidents: Out of these 250 service encounters, there are certain encounters which makes the customer extremely delighted or extremely disappointed. These are:
1) Check-in -if the customer who had booked the hotel in the room arrives & to his surprise finds that no room are vacant or him. Another hand, If in an festival season when there no hotel rooms available in the city, a hotel makes arrangement for accommodation for a customer who has not booked his room in any hotel.
2) Bell person carrying the luggage to the room- when the bag arrives in the room, its in extremely bad condition. This leaves negative impression in the mind of the customer.
3) Food – Quality of food, time taken for food to arrive
4) Wake up call– As wake call not made by the receptionist, the customer misses his flight)
5) Check out– too much time taken, procedural failure.
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