INP202 - Hospitality Management: Service Encounter Report

This report analyzes service management within the context of the hospitality industry, specifically focusing on the experience of working as an Assistant General Manager at Regent Park Resort. It delves into core concepts such as the service encounter triad, service profit chain, service blueprinting, complaints handling, and service recovery. The report highlights the integration of service strategy, contact personnel, and consumer outcomes, examining elements like training, ethical climate, and customer expectations. It explores the importance of the service profit chain in linking profitability and workforce satisfaction, and the role of service blueprinting in visualizing service delivery processes. The report also outlines effective strategies for handling customer complaints and implementing service recovery tactics, including empathy, timely solutions, and follow-up communication. The insights provided are supported by references to key industry resources and academic literature, providing a comprehensive overview of service management best practices.

Running head: HOTEL AND HOSPITALITY MANAGEMENT
Hotel and Hospitality management

HOTEL AND HOSPITALITY MANAGEMENT 2
Business report
Service encounter triad
Throughout the module, it is addressed that the service encounter triad is the integration of
service strategy, which refers to the service organizations, performance of service with respect to
contact personnel. It is considered into training, ethical climate, selection as well as, final stage
associated with consumer outcomes. It is linked to the expectation, attitudes as well as, co-
production (Forbes, 2013).
Service profit chain
Service profit chain is supportive in the association as well as, creates the association among
profitability, and service values to satisfaction of workforces, as well as, productivity with the
competencies (Fitzsimmons, Fitzsimmons, & Bordoloi, 2014).
Service blueprinting
Service blueprint shows that what products can look like and all of the specifications are
significant for its production. It is identified that service blueprint is a map associated with all
transactions constituting the process of service delivery (Martin, 2013).
Complaints handling
It is identified that the company should listen to the complaint of the customer. The essential
aspect that is essential to perform while a company receives a complaint of the customer is to
listen. It should empathize as well as, apologize for the condition. It can provide as well as,
implement a solution. It can follow-up as well as, appreciate the customer for their organization
(Forbes, 2013).
Service recovery

HOTEL AND HOSPITALITY MANAGEMENT 3
It is addressed that there are several tactics regarding service recovery. These acts are apologized
and fast however do not be defensive, show the comprehension regarding concern from the
customer perspectives as well as, keeping informed to consumers regarding updates
(Fitzsimmons, Fitzsimmons, & Bordoloi, 2014).

HOTEL AND HOSPITALITY MANAGEMENT 4
References
Fitzsimmons, J.A., Fitzsimmons, M.J., &Bordoloi, S.K. (2014). Service management:
operations, strategy, information technology (8th ed.). NY, McGraw-Hill/Irwin.
Forbes. (2013, May 8). Richard Branson reveals his customer service secrets [Video file].
Retrieved from: http://www.youtube.com/watch?v=Fy4lYDN1gz4
Martin, S. (2013, September 17). Innovative ways to change customer behavior [Video file].
Retrieved from: https://hbr.org/video/2235534271001/innovative-ways-to-change-
customer-behavior