Service flower on Hotel

BY ROLL NO –8511 TO 8520

 INFORMATION
• Information refers to in order to get the desired  value of a service offered, customers
need to know relevant information of the service, the information provided must be
timely  and accurate. Flower of Service is divided into eight elements. The first is
facilities that have four elements, namely information, payment, billing, and order
taking. Second is the enhancing group, namely consultation, hospitality, safe
keeping/care taking and exceptions.

• Proper introduction of hotel

• Instructions on using core products/services
• Prices 
• Confirmation of documents
ORDER TAKING
• Once customers are ready to buy, companies must have effective supplementary service
processes in place to handle applications, orders, and reservations. The process of order taking
should be polite, fast, and accurate so that customers do not waste time and endure unnecessary
mental or physical effort. Banks, insurance companies, and utilities require prospective customers
to go through an application process designed to gather relevant information and to screen out
those who do not meet basic enrollment criteria (like a bad credit record or serious health
problems). 
• Universities also require prospective students to apply for admission. Reservations (including
appointments and check-in) represent a special type of order taking that entitles customers to a
defined unit of service at a specific time and location for example, an airline seat, a restaurant
table, a hotel room, time with a qualified professional, or admission to a facility such as a theater
or sports arena. Ticket less systems, based upon telephone or online reservations, provides
enormous cost savings for airlines. 
• There is no travel agent commission since customers book directly, and the administrative effort is
drastically reduced. A paper ticket at an airline may be handled 15 times while an electronic ticket
requires just one step. But some customers are not comfortable with the paperless process.
 BILLING
• Credit cards are still the preferred method of payment, but digital wallets (or e-
wallets), such as Apple Pay, Samsung Pay, or Google Pay, are considered to be more
secure and more convenient than credit cards. They are not the primary payment
method of most travellers, but the number of people relying on digital wallets is
rising every year.
• If you distribute your rooms on Booking.com or Expedia, you might already be
familiar with virtual credit cards (VCCs). VCCs are digital Master Cards that allow for
easy, secure online payments, and are usually managed through a digital wallet.
Each VCC has a unique card number, expiration date and CVC, and can only be used
once – for every booking you receive, the OTA will send you a new one. Therefore, if
someone were to compromise the hotel and steal credit card info out of the system,
they’re not able to use a VCC because it was a one-time use card.
 PAYMENT
 Payment refers to after giving the bill, the customer  will immediately pay. That is why
sometimes this becomes one  with the billing petals. Cashless payment is supported by today’s
technological advancement.
• SELF SERVICE
     Insert card, cash, or token in machine
     Electronic funds transfer
    Mail a check
• Enter credit card number online DIRECT TO PAYEE OR INTERMEDIARY Cash handling and change giving
     Check handling
    Credit/charge/debit card handling
    Coupon redemption
     Tokens, vouchers, etc.
• AUTOMATIC DEDUCTION FROM FINANCIAL DEPOSITS
    Automated systems
    Human systems.
CONSULTATION

Consultation involves a dialog to probe customers’ requirements and then develop a

solution that is suited to the needs of the customers.
Our social medias are handled by out staff, where customers can ask questions
regarding any service or product and response can be received quickly.
Customers can also help us improve our service by providing feedbacks
Our management has launched a toll-free number for our customers if there are
obstacles or complaints as well as suggestions to be conveyed directly to the hotel.
 HOSPITALITY
 welcoming old customers. Giving a greeting and saying the name if you already recognize
them will give satisfaction to the customers. Friendliness and attention to customers both
face to face and via phone must be done with good interaction. Operational standards for
service needs to The hospitality element is showing excitement when meeting new
customers and warmly e made using the hospitality element for employee behavior. The
elements of politeness, empathy, responsiveness, and communication are the benchmarks
of the hospitality dimension.
    For the save keeping element, some customers might need help with save keeping.
Providing save keeping services for goods, helmet, or coat can be the supplementary
service that can provide more satisfaction for customers. The secure and convenient
parking is also a determining factor for a large number of customers coming. The lack of
parking space will make some customers choose to go elsewhere. In this case, the company
must ensure the security and safety of save keeping element in company.
    The last one is the exception element. The company management must be able to  provide
solutions and anticipation for each specific request from the customers such as  the damage
and so on. A smart business must be able to anticipate exceptions and make plans
and directions for unexpected circumstances.
SAFE KEEPING
• Safekeeping is the security that the customer wants  when using the product/service.
As for the customers' safekeeping, the item is kept at the cashier's desk with every
corner of the restaurant installed with CCTV to monitor all operational activities and its
safety. Customer safety has been maximized by the use of dining tables with heat and
fire-resistant coatings. This also minimize the risk of wildfire. The parking facilities at
the restaurant are fairly narrow so that when the number of customers exceeds the
capacity of the parking lot, some customers choose to go elsewhere.

• SAFEKEEPING- 
 1. Child care/Pet care
 2. Parking for vehicles and valet parking.
 3. Coat rooms
 4. Baggage handling
 EXCEPTIONS
1.Lastly, the exception elements within the Flower of Service include handling
advance special requests (dietary, disability, religious requirements, and needs
of children)

2. handling of exceptional communication (suggestions, complaints,

compliments, and opinions)

3.problem solving, and restitution (refunds, free services, monetary or other

forms of compensation, and discounts) .
THANK YOU