Individual Assignment

Discussion of Best Service

Few days before I went to Amritsar and for that I booked a hotel named “Golden Lagoon”.

What I expected and what I get is quite different and quite satisfying for me. That is the best

service encounter in last three month.

 What was the source of satisfaction?

1) Geographic location: -

No surprise here. We all know the importance of good location for the hotel. The location of

the hotel is just nearby (walking distance) the Golden Temple and the view of the hotel is

‘Jaliya wala bag’ view which is quite satisfying in that crowded area. Not only that, more

tourist place like Partition Museum, Baba Atal Tower, Hall Bazaar (the famous tourist place

in Amritsar) is just nearby the hotel within a walking distance.

 2) The quality of the service and the staff.

Are the premisses and the bedding really all that important???

Yes, they are that’s a fact but they are not as important as your personnel. The staff are one of

the major sources of satisfaction. And that what actually happens there the staff members

were so polite and welcoming throughout even they took for a walk for the Jaliya wala bag

even that is not a part of his job.

3) The hotel’s décor and the atmosphere.

The famous check box “millions of euros spent on upgrades” finally comes in fourth place.

Guest will show their pleasure if you have a very well decorated hotel with an atmosphere

that suits.

The hotel atmosphere is quite soothing and the walls of outside hotel is fully lightened in the

dark with different colour which is quite soothing.

4) Cleanliness of the hotel and the rooms.

Let’s remind ourselves of this once again. One of the important aspects for the guest doesn’t

require you to check the box marked. It is simply a case of having rooms and common areas

that are completely clean.

 Why was the encounter so special? What did the employee do?

The hotel check in timing was 1PM but we reach to the hotel around 9 AM, we didn’t expect

that we get the rooms as what it happens, we didn’t get the room but they provided another

room for freshen up which quite a hospitality for us and also provide tea and some breakfast

for us which warms us. And also, in evening one of the staff members of the hotel took us to

the Jaliya wala bagh for a tour and introduce everything to us which is not a part of his job.

He did this just because we are confused with the timing.

These encounter with the employee made us feel like special.

 What were your expectations?

First of all, we didn’t expect that they provide us room even after our check-in time is after 4

hours.

With a high price we expected for the service but we encounter quite more from that hotel

and its staff member.

 What could the company do to ensure that this kind of encounter is

the “rule” rather than the “exception” (if you think it should ensure

this)?

A company can’t ensure this kind of encounter as rule because every customer encounter

different situation which different from person to person and every customer feels different

from what he/ she get. Even a same situation can be handled in different way and customer

get satisfied with that too. If hotel making rule for every encounter its quite taught for hotel to

survive.

Discussion of worst service.

Few days before I went to a restaurant in Dehradun named “Bungalow”. Its late night. The

service encounter is quite worst over there.

 What was the source of dissatisfaction? Can you categorize the encounter according

to the four common themes?

 Spontaneity: Unpromoted and Unsolicited Employee Actions and Attitudes.

Through this encounter spontaneity is the right track where the employee behaviour is

totally unexpected by the restaurant management as well as any customer(me).

 Instead of making right it become an argument over food which is totally unexpected

by anyone.

 What did the employee do to make this such a bad encounter?

I ordered a mocktail, the taste is quite awful so I asked the waiter to change or to improve by

adding some soda in it but he tries to make excuse and argued with me that it’s the taste of

mocktail and other customer like that way only. Instead of making right he tries to argue over

that mocktail.

This restaurant is one the coolest vibe and ambience in Dehradun but after that encounter my

perception changed toward that restaurant

What were your expectations?

As I already went there few months back so I know the place that its quite a good place for

food and for a good time to spent so I have expectation like same for this time but the quality

of food they provide is worst and the argument over mocktail is

 Using the GAPS model of service quality, can you identify likely gap(s) that may

have caused this service failure?

Through Service Gap Model,

The gaps that caused this service failure is Gap 3 (Performance Gap) and gap 4

(Communication Gap).

In Gap 3, Not delivering to service standards – this restaurant is one the best quality of food

and service in Dehradun so my expectation is quite high. What I get is the poor delivery of

service because I already went to this restaurant before so I know they made good quality of

food but what I encounter is worst which is the performance gap they didn’t make the service

good at that time.

In Gap 4, which is a communication gap instead of making the right conversation over the

mocktail he tries to right himself, which means he didn’t understand what I asked for and try

to get into conversation.

3. Personal Insights.

From these encounter I understand one thing, In old days it is saying that customer is God,

we have to treat him/her well but to treat them well you have to be that much attitude and

disciple and for that you must recruit well employee who work like that or trained your

employee like that that they behave well with the customer, which means if we treat our

employees well and take care of them in terms of monetary value or social value and train

them like that, they perform well and they make the customer satisfied with their service. A

good employee is king over here