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