Role of Service in The Hospitality Industry

ROLE OF SERVICE IN THE
HOSPITALITY INDUSTRY
PREPARED BY:
DEVAGI A/P ARUMUGAM 59929

JAYA LATHA A/P RATNA KUMAR 62901
NISHALINI A/P RAJUNA 63398
NISHA NAIR A/P VIJAIN KUMAR 64189
SUGUNA A/P JAYAPALAN 65205
SERVICE
Service is all action and reactions that customers
perceive they have purchased.
Moments of truth.
Service involves the quest’s total experience and staff

s’ performance.
The service experience is an essential element, but

the product must be acceptable to.
A meaningful service orientation creates the

relationship such as response of care, concern,
attention, empathy, action and value.
CHARACTERISTICS OF SERVICE
 Involves the guest’s experience and the staff’s
performance
 Quality control is difficult
 Production and consumption are simultaneous
(no inventory)
 Service is intangible - the guest and service are
both a part of the transaction.
 The only acceptable performance standard for a
service organization is zero defect.
 When the employee is so much a part of the
guest’s experience, the employee is part of the
product.
SERVICE STYLE
Safety
Show
Courtesy
Efficiency:
» How do you define
» How do you handle issues
» What is the recovery
OFFERED SERVICE
Customer Service
Excellent service, Good, Bad, Ugly Service, Professional and un
professional service, listening skill for responding to customer
needs
Interpersonal Style and Customer Interaction
Better understanding interpersonal style when dealing with
customers.
Housekeeping Experience through Guest’s
Eyes
Staffs are given a unique perspective and understanding of their
critical role
Turning a transaction into a relationship
Success is based on relationship, expectation, sense, behavior and
emotions we manage
TYPES OF SERVICES
• 3 Types
Electronic-mechanical
services
Indirect personal services
Face to face services
Electronic-mechanical services
• Utilises sophisticated computer simulation programme in evaluating energy saving
methods and applies computer control systems in order to attain the energy saving
targets.
• Example :
Lifts and Escalator Installations
Fire-fighting Installations
Central Air-conditioning Installations
Security Systems
Fire and Smoke Detection

Indirect personal services
• Contacts that are usually repetitive in
nature.
• Example :
Phone operators
Laundry
Housekeeping
Face to face services
Direct communication between
employee & guest
More effective especially in handling

complaints
Guest friendly
RENDERING PERSONAL
SERVICE
- Basically there are two types of
personal services:
• Task Aspect
• Interpersonal Aspect
GUEST
INTERPERSONAL
Provide helpful,
ASPECT
friendly attitude
• helping skills Provides competent TASK
performance
ASPECT
• procedures
•details
SERVER
TASK
Involves technical competence
 Is still an essential element in any service
action
 In modern service organizations, the task
side of service is controlled by management
through carefully developed systems that are
supported by written procedures and details
INTERPERSONAL SKILLS
The interpersonal skills aspect of
service involves the way in which
the staff person approaches and
deals with the guest.
Staff members must have empathy

and convey a friendly, helpful
attitude.
HOW TO
MANAGE
THE SERVICE
TRANSACTION ???
Managing Service Transaction
Hospitality service, is made up of transactions that are
numerous, diverse, and often private.
In a dining room, each server-guest interaction is a
separate unique event.
The problems of managing the process are made more
complex by the fact that the product is the guests
experience.
The problem of producing a favorable feeling about an
operation in numerous guests is a difficult challenge
for supervisors and managers.
The are two somewhat different basic approaches to
this challenge of managing service that is the product
view of service and the process view of service.
The Product View Of Service
• Focuses on controlling the task that make up the service.
• Looks at service as basically just another product that
businesses sell to customers.
• Concentrates on rationalizing the service process to make
it efficient and cost- effective-as well as acceptable to the
guest.
• The best example of the product view of service is
McDonald’s and fast food.
• The key to McDonald’s success as “the systematic
substitution of equipment for people, combined with the
carefully planned use and positioning of technology.
• The fast-food formula for success is a simplified menu
matched with a productive plant and operating system
designed to produce just one specific product line.
• Focuses on the interaction between the service
organization and the guest.
• The key contrast between the two approaches
is between control and empowerment.
• The process view of service calls for satisfying
the guests desires as the first priority.
• Service employees increasingly are being given
the discretion- that is, empowered- to solve
problems for the guest by making immediate
decisions on their own initiative and
discussing later with management.
THANK YOU

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ROLE OF SERVICE IN THE

DEVAGI A/P ARUMUGAM 59929

Service involves the quest’s total experience and staff

The service experience is an essential element, but

A meaningful service orientation creates the

Lifts and Escalator Installations

Central Air-conditioning Installations

Fire and Smoke Detection

More effective especially in handling

Staff members must have empathy

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