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  • W8 - Hotel Service Culture

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    Janah Peralta
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    The document discusses how an organization's culture is the key factor that determines whether it can deliver good or bad customer service. It states that culture encompasses what is happening internally in an organization. A strong service culture where employees feel welcomed, genuine, involved, knowledgeable and considerate will help create a positive customer experience. Such a culture must be intentionally designed, not left to develop haphazardly. Reflecting on resources about service culture at companies like Four Seasons, hotels, and Starbucks can provide insights into building a strong culture of service.

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    W8_Hotel Service Culture

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    The document discusses how an organization's culture is the key factor that determines whether it can deliver good or bad customer service. It states that culture encompasses what is happening internally in an organization. A strong service culture where employees feel welcomed, genuine, involved, knowledgeable and considerate will help create a positive customer experience. Such a culture must be intentionally designed, not left to develop haphazardly. Reflecting on resources about service culture at companies like Four Seasons, hotels, and Starbucks can provide insights into building a strong culture of service.

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    © All Rights Reserved
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    1 views13 pages

    W8 - Hotel Service Culture

    Uploaded by

    Janah Peralta
    The document discusses how an organization's culture is the key factor that determines whether it can deliver good or bad customer service. It states that culture encompasses what is happening internally in an organization. A strong service culture where employees feel welcomed, genuine, involved, knowledgeable and considerate will help create a positive customer experience. Such a culture must be intentionally designed, not left to develop haphazardly. Reflecting on resources about service culture at companies like Four Seasons, hotels, and Starbucks can provide insights into building a strong culture of service.

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    © All Rights Reserved
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    of 13

    Service Culture

    Quality Services Management in


    Tourism Hospitality

    Unauthorized Reproduction & Dissemination is prohibited


    Service Culture
    The reason an ....what is happening on
    organization can deliver the inside of that
    good or bad customer organization. To sum it up
    service comes down to in one word: culture.
    one thing;

    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited
    Lhoree Valerio,MBA
    Source:
    Unauthorized http://hoteliyo.com/hotel-service-culture-strategy/
    Reproduction & Dissemination is prohibited
    Lhoree Valerio,MBA
    Unauthorized
    Image Reproduction & Dissemination is prohibited
    source: http://hoteliyo.com/hotel-service-culture-strategy/
    Lhoree Valerio,MBA
    Unauthorized Reproduction
    Image source: & Dissemination is prohibited
    http://hoteliyo.com/hotel-service-culture-strategy/
    Lhoree Valerio,MBA
    Unauthorized
    Image Reproduction & Dissemination is prohibited
    source: http://hoteliyo.com/hotel-service-culture-strategy/
    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited
    Source: http://www.theatticusgroup.com/blog-section/2015/07/make-millions-culture-service/
    The Green Apron Behaviors
    Passion at Work: Employees Who Create Magic.

    1. Be Welcoming – Offer everyone


    a sense of belonging.
    2. Be Genuine – Connect.
    Respond. Discover –
    3. Be Involved – Connect with one
    another, with the company, and
    with the community.
    4. Be Knowledgeable – Love what
    you do, and share it with
    others.
    5. Be Considerate – Take care of
    yourself, each other, and the
    environment.
    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited
    ✔
    ✔
    Lhoree Valerio,MBA
    Unauthorized
    Image Reproduction & Dissemination is prohibited
    source: http://hoteliyo.com/hotel-service-culture-strategy/
    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited
    Creating a CULTURE of Service, whether in a hospital, hotel,
    small business, or giant shoe store requires a clear vision,
    then the systems and processes to make that vision a reality.
    A company culture must be BY DESIGN, not BY DEFAULT.

    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited
    source: http://www.theatticusgroup.com/blog-section/2015/07/make-millions-culture-service/#sthash.DHZfdg4Y.dpuf
    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited
    ACTIVITY:
    Reflection on suggested readings
    • http://www.fourseasons.com/about_four_sea
    sons/service-culture/
    • http://hoteliyo.com/hotel-service-culture-
    strategy/
    • http://starbucksmelody.com/2014/01/19/pass
    ion-at-work-employees/

    Lhoree Valerio,MBA
    Unauthorized Reproduction & Dissemination is prohibited

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