Professional Documents
Culture Documents
Service Processes
Why Designing & Managing the
Process
As Delivered in real time with customers
present in the service factory
Elevator, corridor,
Physical Hotel exterior, lobby, employees, key room, bellhop
Evidence
Make Arrive, Check-in Go to
Stage
Room
Enter Register
data guest data
Improving Reliability of Processes
by Failure Proofing
Remedies:
Depends upon which type of rule has been broken
If legally supported one then can be punished
If health and safety related then needs to be educated
If social, then needs to be guided and warned
The Belligerent – angrily abuses service personnel (and
sometimes other customers) physically and/or emotionally
Remedies:
Move away such customer from public
Bring a third party in between
Break for reflection (telephone-conversation)