Post on 16-Feb-2017
Service Quality in Tourism
TOPIC
Jl IKPN Bintaro No 1, Pesanggrahan, Tanah Kusir, Jakarta, Special Capital Region of Jakarta 12330, Indonesia
Incorporation of quality in the service package
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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A. Incorporation of quality in the service package
Supporting facility:• Architecturally,thebuildingisdesignedtobeconstructedofmaterialsthataremaintenance-free,suchas
concreteblocks.• Thegroundarewateredbyanautomatedundergroundsprinklersystem.• Theair conditioningandheating system isdecentralizedbyusing individual roomunits to confoneany
failure to just one room.
Facilitating goods:• Roomfurnishingsaredurableandeasytoclean(e.g.,bedsidetablesaresupportedfromthewalltofacilitate
carpet cleaning).• Disposableplastic cups areused insteadofglass,which ismoreexpensive, requires cleaning, and, thus,
woulddetractfromthebudgetimage.
Information:• Anonlinecomputertracksguestbilling,reservations,andregistrationprocessing.• Keepingarecordofcustomer’spriorstayspeedsfuturecheck-in,avoidsbillingerrors,andanticipatesneeds
(e.g.,non-smokingroom).• Thissystemallowsgueststocheckoutquicklyandautomaticallynotifiesthecleaningstaffwhenaroomis
freetobemadeup.• Notingtimeofcheck-outallowsforschedulingearlymaidserviceandinventoryingavailableroomsforearly
arrivals.
ExplicitServices:• Maidsaretrainedtocleanandmakeuproomsinastandardmanner.• Everyroomhasthesameappearance,includingsuch“trivial”mattersastheopeningofthedrapes.
Implicit Services:• Individualswithapleasantappearanceandgoodinterpersonalskillsarerecruitedasdeskclerks.• TraininginStandardOperatingProcedures(SOPs)ensuresuniformandpredictabletreatmentforallguests.
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