N Potential Recovery procedure to avoid the

Causes of failure
o failure points failure

1. Website down 1. Provide reservation facility through

Making a
2. The interface is not friendly so telephone/Facebook page
1 reservation
the customers find it difficult to 2. Make website simple and friend for
through website
use --> wrong reservation. all ages

Making
Refer customer to one of the best
2 reservation for Rooms not available
hotels near by The Hammock Hotel
the guest

Failure in registration process

3 Check in because of non-available Can use PAN/passport verification
networking connection

4 Shower The pressure of water to weak Check and clean the pipe regularly

1. Fix a special calling bell in the

1. Land phone at the reception is
Call room
5 not working
service
2. Misunderstanding the request
room for every customer to call the
waiters if the customer need any
services
2. Always check again the request and
fix the mistake immediately if it
happens
 1. The main the good supply chain for
1. Non available of raw materials
easier procurement of raw materials
to cook
Preparation of 2. Have a good recruitment policy
6 2. Shortage of kitchen facilities
food 3. Always keep the kitchen clean,
3. Chef’s level
both chef and waiters have to follow
4. Food safe
the kitchen regulations strictly

Always check again the order of

customer. If wrong order happens
7 Taking order Wrong order after preparing food, the waiter needs
to notify immediately to the kitchen
and change the dish.

Filling food and 1. Not punctual Always check to refill on time and
8
drink 2. Out of date (in covid-19 period) reject the out of date food and drink

Make a written bill immediately and

9 Billing Failing in bill machine
give it to the customer

Always keep the card machines of

more than 2 banks, accept cheque, or
10 Payment of bill ATM transaction machine failure
provide options for electronic fund
transfer