Service Systems: Enhancing Customer Experience Failure Recovery

This report explores the critical aspects of service systems within the hospitality sector, focusing on enhancing customer experience and effective failure recovery strategies. It begins by introducing five key service systems used in the hospitality industry: preparation, execution, guest preference tracking, recovery, and continuous improvement, evaluating their benefits for hotels. The report then analyzes different models like ARFFD, AREC, and LEARN, recommending the LEARN model for its focus on cross-cultural communication and customer care. Furthermore, it provides recommendations for customer experience failure recovery, emphasizing the importance of recognizing issues, investigating and solving problems, and turning negative situations into positive ones. The implementation of a customer experience failure recovery strategy is discussed, highlighting the benefits of customer retention, loyalty, brand ambassadorship, and troubleshooting. The report concludes by examining current industry trends and future opportunities, particularly the use of technology in managing service failures, while acknowledging the limitations of technology and the importance of customer self-service technologies. The project emphasizes that a hospitality business's growth significantly depends on effectively managing and integrating secret service systems into its operations.

The Secret Weapons of
Service

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Introduction to five service system..............................................................................................3
Benefits of the following models and evaluating best for hotels.................................................4
Recommendations for customer experience failure recovery.....................................................5
Implementation of customer experience failure recovery strategy..............................................5
Industry trends and future opportunities......................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Services provided by the hospitality organization are somewhat a secret to the which is
the level of assistance the staff of such organization provides to the guests. In this project
examples of hospitality organizations like Hilton and Marriott will be considered. For this project
the successful and important guest services and strategies for the appreciation of the uses for the
understanding guest needs and value will be understood. This project will help in providing the
range of hospitality services and provision in the terms of changing the nature of consumers
demands.
MAIN BODY
Introduction to five service system
The discussed services system use in Hospitality industry for consistency standards of the
corporate culture are,
Preparation :
The preparation of the food is the system which is very crucial for the organization in
order to maintain consistency with the different operations of the organization. Hence, every
hospitality organization has a procedure which is related to the ways in which it prepares a
conventional approach to the creation of the menu items (Akhtar and et.al., 2019).
Execution :
In order to attain the sustainability to the operations of the organization it can be said that
being able to achieve consistency in the quality of the food and services there needs to be
procedure which is required for process of preparation.
Guest preference and experience tracking :
For providing the customers the services they desire it is very important for the
organization to develop ways in which they can identify the requirements of their customers.
Hence, for this process have a system which allows the company to gain the proper feedback
related the services of the company is helpful for the hospitality organization to influence better
performance (Bonfanti, Vigolo and Yfantidou, 2021).
Recovery :

For being more effective in an operation it is very essential for the organization to
develop versatility in its operations which would allow the organization in the growth of the
organizational operations. This is going to help to be prepared for situations in which it would
require adjustments accordingly.
Continuous improvement :
Continuous improvement has been recognized as the best practice for a business to gain
consistency and effectiveness in its operations. Having continuous improvement in the
organizational culture helps the business in the preparation of standards which help the
hospitality organizations standards that are needed to be developed in order keep its services at
the prime of its operations.
Benefits of the following models and evaluating best for hotels
Benefits of ARFFD: This model used to provide the greater accessibility in order to provide the
safety from the fire. This also allows the different angles of attack and provides the validity to
use the piercing nozzle. By this it provides the safety to the hospitality sector to provide them
from the fire and keep the customers safe from this contingency. The main purpose of this is to
emergency response, mitigation, evacuation and makes the hospitality to avoid the accidents in
the sector.
Benefits of AREC: AREC is the one of the most important services that helps in supporting the
investors for having the management in order to have the non- performing loans. These are the
operation that helps the hospitality sector to have the involvement in the international banks for
having the proper management of the non- performing loans (Viglia and Dolnicar, 2020). AREC
used to bring out the urban planning analysis and helps to have the valuation of the real estate for
the compendium of the assets for the tourist and the accommodation purpose. The Intervention
of the professional use to highlights the main elements of the urban planning and have the proper
evaluation based on the actual state of the assets.
Benefits of LEARN: This is the framework which includes the Listen, explain, Acknowledge,
Recommend and Negotiate to have the cross culture communication that helps the hospitality
sector to have the mutual understanding and also enhance the customer care. This model helps
the hospitality sector to provide the communication and removes the cultural barriers in their
working. By having the proper and sufficient communication with the customers helps the
hospitality sector to earn the adequate amount of profits.

Important for hotel: From the above the best mode that the hotels can use is the LEARN model
that helps the hospitality to have the proper communication with the employees and with the
customers and visitors. For example the Hilton Hotel & Resort can use this mode which helps
the organization to have the proper communication and it removes the cross cultural barriers.
The hospitality sector must listen, explain, acknowledge, recommend and negotiate with their
customers that help the company to remove the restrictions and barriers on the communication.
The another hospitality like Marriott which is the one of the largets hotel in UK can also use this
method or model in order to make their customer to have the proper customer satisfaction by
visiting their hospitality. With the help of having the proper and sufficient communication with
the customers helps the hospitality sector to earn the adequate amount of profits (Baum, and Hai,
2020). This will make the hospitality sector to have the good market share as its market share
was affected by the happening of the pandemic. As people used to avoid to have the social
gathering which also decreases the profitability of the largess organization in UK. By using this
model it will help the hospitality sector to have and increase the profitability in the market.
Recommendations for customer experience failure recovery
For an hospitality organization there are certain situations in which it faces with
challenges in which due to some factors it fails to deliver the services. In order to manage the
business during a customer experience failure recovery there is a need of creating a service
recovery strategy that allows the business to recognize the issues. Next step this should be to
investigate and solve the reported issues of the organization. This would allow the business in
closing the loop which can help the organization in creating an internal and external ways of
resolving the feedback. Taking the advantage of the bad situations for turning them into positive
situation can help the customers experience failure recovery strategy.
Implementation of customer experience failure recovery strategy
This strategy of the customer experience failure recovery strategy will be highlighting the
ways in which the organization will be able manage the challenges which it is going to be face.
In order to implement these actions, the continuous development in the organization can be
considered to be the factor which influences the ways in which the business will be able to gain
the benefits which are mandatory (Hossain, Khalifa and Abu Horaira, 2019). The benefits of
having such a system for the organization would be,

 It will be able to retain its customers which are going to be effective in recovering the
strategies that can change the attitude and behaviour of the customers towards the
organization.
 This has the major benefit of increasing the loyalty of the customers.
 This is also helpful for the creation of the brand ambassador.
 Troubleshooting is the services which provides the business the failure that it requires for
the management of the operations.
 This is also the factor which is very helpful for increasing the customer satisfactions of he
organization.
Industry trends and future opportunities
In the current scenario for the hospitality organizations like Hilton and Marriot the current
trend and the recognized future opportunity has been the manage the failure. Service failure and
recovery for the hospitality industry has been the factor which influences the growth of the
organization (Failure is Not Fatal: Actionable Insights on Service Failure and Recovery for the
Hospitality Industry, 2022). Hence, current the use of technology has been the factor which has
influenced the growth of this sector and the ways in which they manage their failures. Even
though the technologies developed by the organization for mitigation of the failure however by
no chance is remotely possible for the service failure (Akhtar and et.al., 2019). This is considered
to be the result of the service technology which follows the instruction of the companies which
needs to focus on the ways in which it can become a better technology. Customer using self
service technologies is the biggest step taken by these organization towards mitigation of the
failure which would occur during the interaction with the customers. The recent market studies
have been able to find that the many customers are basically reluctant to the participation of the
adaptation of the services and technologies.
CONCLUSION
From this project it can be concluded that the growth of the business in the hospitality sector
depends a lot upon the ways in which they are able to manage the secret service systems into
their operations. In this project the benefits of the different models for the hotels have been
discussed. This project was able to analyse the impacts of the ways in which the business is able
to develop service failure recovery options.

REFERENCES
Books and Journals
Akhtar, N., and et.al., 2019. Predictors and outcomes of consumer deception in hotel reviews:
the roles of reviewer type and attribution of service failure. Journal of Hospitality and
Tourism Management. 39. pp.65-75.
Baum, T. and Hai, N. T. T., 2020. Hospitality, tourism, human rights and the impact of COVID-
19. International Journal of Contemporary Hospitality Management.
Bonfanti, A., Vigolo, V. and Yfantidou, G., 2021. The impact of the Covid-19 pandemic on
customer experience design: The hotel managers’ perspective. International Journal of
Hospitality Management. 94. p.102871.
Hossain, M.S., Khalifa, G.S. and Abu Horaira, M., 2019. value-based fairness in Malaysian five-
star resorts: Measuring the roles of service-related attributes and guest behavioral
loyalty. Asia-Pacific Journal of Innovation in Hospitality and Tourism. 8(2). pp.227-
254.
Hussain, M., Al-Aomar, R. and Melhem, H., 2019. Assessment of lean-green practices on the
sustainable performance of hotel supply chains. International Journal of Contemporary
Hospitality Management.
Viglia, G. and Dolnicar, S., 2020. A review of experiments in tourism and hospitality. Annals of
Tourism Research. 80. p.102858.
Online
Failure is Not Fatal: Actionable Insights on Service Failure and Recovery for the Hospitality
Industry, 2022[Online]. Available through: <
https://www.bu.edu/bhr/2019/03/20/failure-is-not-fatal-actionable-insights-on-service-
failure-and-recovery-for-the-hospitality-industry/>
[Online]. Available through: <>