Reflective Journal on Hotel & Hospitality Management

Running head: HOTEL & HOSPITALITY MANAGEMENT
Hotel & Hospitality Management

HOTEL & HOSPITALITY MANAGEMENT 2
Reflective journal on module 4:
When I was working in Assistant General Manager at Regent Park Resort then I have built my
understanding on some aspects such as service encounter triad, service profit chain, service
blueprinting, complaints handling, as well as, service recovery. Throughout the module 4, I have
increased my understanding that there are different tactics of service recovery. These act fast,
apologize but don’t be defensive, demonstrate the comprehension about the issues from point of
view of customers, clarify the set required to solve the issues, keep informed to customers about
progress. Another is persevering to retain consumer goodwill, and consider compensation, and
provides the customers about the benefits of doubts. I would like to apply the same knowledge
and understanding of a potential organization (Forbes, 2013).
I have also generated my understanding of service blueprinting. In this way, I have learned that
blueprint indicates that what the products should look like as well as, all of the specifications are
essential for its production. It was observed that the service blueprint is a map related to all
transactions constituting service delivery procedure. This learning was applied by me in Regent
Park Resort in the context of developing the service delivery map (Harvard Business Review,
2016).
I have also built my knowledge about the service encounter triad. In such a manner, I have
created my understanding that one of the distinct characteristics of services is the active
participation of the customer in the service production procedure. Throughout this module, it was
taught to me that service profit chain aids in association and makes the link between customer
loyalty, profitability as well as, service value to employee satisfaction, productivity with
capability. This learning experience would be beneficial to provide better services to consumers
in a hotel (Martin, 2013).