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  • Annexure I Service Profit Chain

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    Satish Chauhan
    13 visualizzazioni7 pagine
    The document outlines two annexures related to hotel service. Annexure I describes the service profit chain, detailing how internal service quality and employee satisfaction, retention, and productivity can lead to external customer value, satisfaction, loyalty, and revenue growth. Annexure II provides a hotel service blueprint, mapping out the physical evidence and steps involved in a customer's arrival, check-in, stay, room service delivery, and check-out at a hotel.

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    The document outlines two annexures related to hotel service. Annexure I describes the service profit chain, detailing how internal service quality and employee satisfaction, retention, and productivity can lead to external customer value, satisfaction, loyalty, and revenue growth. Annexure II provides a hotel service blueprint, mapping out the physical evidence and steps involved in a customer's arrival, check-in, stay, room service delivery, and check-out at a hotel.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Scarica in formato DOC, PDF, TXT o leggi online su Scribd
    Segnala contenuti inappropriati
    13 visualizzazioni7 pagine

    Annexure I Service Profit Chain

    Caricato da

    Satish Chauhan
    The document outlines two annexures related to hotel service. Annexure I describes the service profit chain, detailing how internal service quality and employee satisfaction, retention, and productivity can lead to external customer value, satisfaction, loyalty, and revenue growth. Annexure II provides a hotel service blueprint, mapping out the physical evidence and steps involved in a customer's arrival, check-in, stay, room service delivery, and check-out at a hotel.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Scarica in formato DOC, PDF, TXT o leggi online su Scribd
    Segnala contenuti inappropriati
    di 7

    Annexure I Service Profit Chain

    Internal Service Quality Workplace Design Job Design

    Employee Satisfactio n

    Employee Retention

    External Service Value

    Employee Productivi ty

    Customer Satisfactio n

    Customer Loyalty

    Revenue Growth Profitabilit y

    Service Designed & Delivered to

    Retention Repeat Business Referral

    Employee Selection & Development Employee Rewards & Recognition Tools for Serving Customers

    Meet Targeted Customers Needs

    Annexure II Hotel Service Blueprint


    Physical Hotel Desk Evidence Exterior Lobby Parking Hotel Cart for Bags Lobby Key Customer Arriv e at Hotel Give Bags to Bellpers on Check in Go to Room Receiv e deliver y Bags Sleep Show er Call Room Service Receiv e Food Eat Desk Elevators Cart for Bags Room Menu Amenities Room Delivery Tray Food Appearance Exterior Parking Check out and Leave Food Bill

    Registration Hallways Papers Room

    Contact Person (Visible)

    Greet and take bags

    Process Registrati on

    Deliver y Bags

    Deliver Food

    Process Check out

    Invisible

    Take Bags to Room Registrati on System

    Take Food Order Prepar e Food Registratio n System

    Support Processes

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