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Include all the steps that customers take part in as part of the service delivery process

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Include all the steps that customers take part in as part of the service delivery process

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Tangibles that customers are exposed to that can influence their quality perceptions

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Tangibles that customers are exposed to that can influence their quality perceptions

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Those actions of frontline contact employees that occur as part of a service encounter

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Those actions of frontline contact employees that occur as part of a service encounter

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Invisible contact employees, below the line of visibility

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Invisible contact employees, below the line of visibility

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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research on the different hotels

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Hotel 81 exterior of hotel is quite run down and the environment inside 

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Hotel 81 exterior of hotel is quite run down and the environment inside 

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car park attendant
security guard

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house keepers

chefs

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-  booking via websites

phone systems (physical evidence)
- linked to the front counter

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cleaners/waiters: responsible in keeping the hotel front area, toilets, etc. clean and tidy. Waiters are responsible in setting up the tables and chairs.
chefs: preparing food for the hotel guests, supervise the kitchen staff on their activities.

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Front counter : registering/booking guests in and out of their rooms, while accommodating any special requests.
car park attendant: Greets all guests arriving by vehicle, and promotes valet parking
security guard: protect guests, their valuables and fellow hotel employees

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Checks into hotel room at the service counter'

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Checks into hotel room at the service counter'

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includes the security, hotel staff, housekeeping and financial management. These are essential in providing excellent service to customers

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EXTERIOR: Upon arrival, customers will first notice the facade of the hotel. (run down, newly built, or well maintained. )

INTERIOR: customers will then inspect the hotel's cleanliness and the environment inside.

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shangri la hotel singapore - Google Search

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Websites like HotelTrivago and Hotels.com acts as intermediary between the hotel and customer in booking a room.

Phone Systems:
with a push of a button, customers are able to reach the front counter should they acquire any of their services.

Security:
to ensure the safety of hotel staff and customers, and keep everything in check.

Financial Management:
ensures the business has sufficient to run their business even if they experiencing any cash flow issues

House Keeping:
House keeping staff ensures the cleanliness of the vicinity, so as to provide customers a pleasant experience during their stay.