Airport Hotel Crowne Plaza Singapore

Success of Service Encounter

Staff attitude

''Best place ever for a stop over''

“Top Hotel Definitely Recommend”

Recruitment of suitable employees

''You’ll need to be attentive, conscientious and have a can-do attitude, working closely with colleagues to resolve any issues so our guests can enjoy a hassle-free business trip''(Crowne Plaza Corporation, 2016).

Training of employees

First Aid training

MTP Training

Department training

HFI Training

Orientation Training

Orientation Ceremony

Overall positive feedback (TripAdvisor)

Monitoring service encounter and its efficiency

Queuing system reception

Single line queue

Multiple channels

Priority queu for members of IHG

FIFO

FIFO

FIFO

Total Quality Management Strategy

Control & Efficiency

Management

Whole organization, every department, every single person & every level

Customer-driven

Senior executives key role

employee empowerment

Poka-yokes

Task

Keys on tills

Point of sales devices - colour coded

Resolution

Feedback questions on television in guests' room

Tangible

Thermostats

Fire-alarm

Sprinkler