Operation Management

‘At Your Service’ Spotlight: Solving problems for travelers • No ‘passing the buck’ ⚬Positive feedback and word of mouth • Anticipating service problems • Service recovery training ⚬Case studies, role plays, letters of complaints • Solve immediate problem and ‘a bit extra’ • Encourage guest feedback ⚬Determine what the customer values ⚬Determine future prevention strategies Fix it, plus one.