Service Encounter and Managerial Implications: A Case Study of Metro Hotel in Australia

Essay 1
Essay

Essay 2
Executive summary
This report is written to analyze the significance of the service encounter. There can be a
different type of managerial implication as the service encounter has also been analyzed in
this report. This report will discuss the front stage and the backstage service that is provided
by the Metro Hotel, situated in Australia. This assessment provides a deep insight into the
different situations in which the front stage and the backstage services are provided. All the
situations are discussed in context with this hotel and its hospitality. The impacts on the
customers due to the services provided by this hotel can be understood well with the help of
this assessment.

Essay 3
Introduction
Metro Hotel is a group of hotels that are located and operated in Australia. Metro hotels are
owned by Trans Metro Corporation Limited. It is one of the oldest Hotel chains in Australia.
This assessment is all about service encounter, front stage and backstage services that are
provided to the customers (Metro Hotels, 2018). In order to better understand this assessment
Metro Hotel has been chosen for the evaluation. The analysis with respect to the customer
service as well as to the employee satisfaction in this organization has been made in the
assessment. This assessment also analyses the implications in the managerial aspects
regarding the services that are provided to the customer by this hotel.
Service Encounter
A service encounter is a difference between the interaction that used to be done between the
customer and the provider that is the part of the service encounter and the activities that are
carried out to make it happen. The possibility of such of the activities can only be because of
2 stage services that carried out in an organisation. This can be understood with its
significance in the following mentioned detail: -
The interaction of the customer all the service consumer with the services that are provided to
the particular customer represents the front stage services. The participants that are included
in providing such type of services is known as front desk team of an organization. Customer
relationship manager, receptionist, present, product managers are the front stage participants
in hotel operations (Chathoth, et. al., 2013).