incorporation of quality in the service package
TRANSCRIPT
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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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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