Hospitality Industry Forums

Ask our self: What are the characteristics of the services we provide?

a. People orientation or things orientation
Is the service we provide more oriented toward people or is it more oriented toward things i.e. machines, equipment and technology?

b. High tech or low tech
Does our service require high technology or more traditional tools?

c. Personal interaction
Physical: Do we need to see our customers? How close are they?
Mental: Do our service require we to think, analyze, understand?
Emotional: Do our service involve emotional reactions and situations?

d. Time involvement
How long does the service take? How frequently does it occur?

e. Location
Does the service take place at our own site or somewhere else?

f. Complexity
Actual: How complex is the service provided?
Visual: How much complexity does the customer see?

g. Flexibility How flexible and adaptable are the service systems? To what extent can they be adjusted to meet different customer needs or requests?

h. Numbers served per transaction
How many customers are provided service during each service? One or two? A small group? Hundreds?

i. Training
How much training, education and expertise is needed to deliver service?

j. Supervision
How much supervision does the service system require?

How to improve employee performance and ensure consistent service ; your article and aiming is much effective and basically employee' they should know above I mentioning of facts. Then we need to proper training in room and on the job operational training. We have to plan upon their performances and their effecience of result or customer feedback, customer satisfaction these are we can refer and implement of our traning session, accessment, conduct, we should try it our, among our employee and operational theory and methods.

Thank you for your good knowledgeable of article.

With kind regards,

Honey Thazin Aung
Director of Human Resources
Dusit Inya Lake Resort, 37 Kaba Aye Pagoda Road,Yangon, Myanmar
Phone +95 (1) 662866| Fax +95 (1) 665537| E-mail honey.ta@dusit.com|
www.dusit.com or www.globalhotelalliance.com

2007-12-09 Honey Thazin Aung