Importance of Service Encounters and its managerial implications 3customer will have an extraordinary night rest to their superb sheet material to unload and freshen up. At this progression, the customer may encounter various touch focuses on different individuals from the Holiday Inn staff. At that point, the lodging gives all around composed space to work and unwind. Customer may remain associated with their companion and family, with complimentary in room Wi-Fi.Guest may appreciate to the offices that we had, for example, complimentary Wifi, self-benefit business focus, exercise center with 24 hours get to, self-benefit pantry, minimized meeting room, Grab and Go counter offering nibble and drinks and candy machine.The check out stage is the last basic purpose of contact (Mok et al., 2013). The customer touches base at the front work area and solicitations to be looked at. The representative at the work area, for the most part, the front office secretary, will inquire as to whether they make the most of their stay, from there on the assistant present an extraordinary billof the considerable number of charges and experience everything with the customer. In the case of everything all together, the customer close the installment either with the charge card, money. Once the installation is finished, we say goodbye the visitor. In this property, we do quick, well disposed and supportive administration.According to Noe et al. (2010), a focus on the administration experience suggests a sharp qualification between the cooperations between the customer and provider which are part of the service encounter and the other activities that go before it to make it conceivable. The front stageportrays the interaction the customer or service encounter had with the service. The front office staff provides the services in which they interact with the customers. The main responsibilities ofthe front office staff of Holiday Inn are to maintain the front work area satisfactory with every single essential material, welcome guest, answer inquiries and address protests, answer every single approaching call and divert them, check, sort and forward messages, keep refreshed recordand documents and take up different obligations as allocated. On the other side, back stage is the part of the service value chain that the service customer cannot see. The front stage objectives of Holiday Inn are ease of use of administrations, responsiveness to customer, adaptability, straightforwardness, and customization. On the opposite side, the primary objectives of back stage planners are giving the effective administrations, profitability, institutionalization, and adaptability to the customer (Palmer, 2010). Front stage and back stage is not a compositional qualification, it is only a perspective and degree in an administration framework. Below is the back stage flow chart of Holiday Inn.

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