Robert Hartman May‚ 2008 1 Agenda • • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations & Performance 3 Dimensions of
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the form of contact between the service provider and the guests. This highlights how a staff‚ who works within the hospitality industry who are usually seen on a daily bases dealing with certain number of guests who is unable to speak the local language. These staffs must not only be able to notice the different body language that the guests are sending but to understand what each different body language means in order to provide the guests with the best service possible. This could involve the
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products. Therefore‚ guest room is limited provided and the room area is expected to be spacious enough. The goal that MUX tries to achieve is make customers be served all the time and ensure their private space by controlling the guest flows. 1.3 Provide butler service. GH aims to provide customized and personalized butler service for customers. Therefore‚ five times number of workers than the guests will be trained to meet all personal requirements of guests. Guests also can ask for housekeepers
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and procedures related to the check-out and settlement process Describe methods of settlement for guest accounts Explain why hotels may charge late check-out fees Describe express check-out and self checkout procedures Explain elements of an effective billing and collection process. Explain how managers use guest history files Check-Out/Settlement Process (three factors) Resolves outstanding guest account balances Updates room status information Verifies/authorizes method of payment
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Availability d. Implicit Service i. Attitude of service‚ Atmosphere‚ Waiting‚ Status‚ Sense of well-being‚ Privacy and security and Convenience Concluding Recommendations Bibliography Appendix 1 – Detail of York and Albany Services Appendix 2 - Hotel Guest facilities and amenities Page 2 3 4-8 9-10 10-11 11-12 13 14 1 OPS 103 York & Albany Hotel Raweerat S. 723055 Introduction and Business Overview In this essay I will describe‚ illustrate and analyse the Service Package
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Itinerary Receipt Booking Details Status : Confirmed Booking Date : Sat 03 May 2014 BOOKING REFERENCE NUMBER: 63-999-9513411 63-942-7912752 appaciente@gmail.com JEQJ7H Guest Details 1. Aaron Paul Paciente (Adult) 2. Kenler Alonsagay (Adult) Flight Details Route Flight # Departure Davao to Manila 5J 974 Friday 01 August 2014 ‚ 2040 H (8:40PM) Francisco Bangoy International Aiport Arrival Friday 01 August 2014 ‚ 2225 H (10:25PM) Ninoy Aquino International Airport
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to immerse guests in absolute comfort and unparalleled extravagance. Atlantis‚ The palm is recompensed World’s Leading Landmark Resort 2015 by the prestigious World Travel Awards. This luxurious lodging has 1‚539 rooms. Guest Rooms Enjoy spectacular views of the sky-blue Arabian Sea‚ or the famous Palm Island and wonderful Dubai skyline. 90% of our rooms are connecting with each other‚ settling on Atlantis the perfect decision for any family occasion in Dubai. There are three guest rooms for it
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staff. The hotel Paris’s competitive strategy is “To use superior guest service to differentiate the Hotel Paris properties‚ and to thereby increase the length of stay and return rate of guests‚ and thus boost revenues and profitability”. Hotel is a beneficial business‚ when all the guests are happy with the hospitality and behavior. It is a great responsibility for all the hotel employees to maintain the proper behavior with the guests. No matter what happens‚ all the hotel employees‚ waiter or manager
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ACKNOWLEDGEMENT & REFLECTION & OBJECTIVES OF THE TRAINEESHIPS Being a student doing a degree in Hotel & Tourism Management at Vatel Mauritius‚ it is very much essential as well as an important factor to be more practical and familiar with the exposure of the culture of a hotel. These traineeships of two weeks in each of the Housekeeping‚ Front-Office and F&B departments respectively have helped me a lot to boost up my confidence level and improve my knowledge and gaining the experience which
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(101121496) Wong Tsz Ying (101302222) Contents 1. Summary 2. Introduction 3. Guest Area and Public Area 3.1 Lobby 3.2 Conference room and Ballroom 3.3 Swimming Pool 3.4 GYM and SPA 3.5 Other Public Area 4. References Summary The W Hotel in Hong Kong is a five-star luxury hotel and it opened in 19th January 2009. It is located at Kowloon MTR station and next to the shopping center of ‘The Element’. The W Hotel has 393 guest rooms and the Presidential suite of hotel is located at 38/F of the hotel.
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