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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