Key Elements In The Service Concept Tourism Essay

Key Elements In The Service Concept Tourism Essay INTRODUCTION In service organisations, in order to guarantee customer satisfaction, operation managers need to ensure that the customers are delivered the service they require. The service concept is a shared outstanding by customers, employees and shareholders of an organisation of the nature of the service provided and received. Service concept defines what an organisation is selling and what a customer is buying. The service concept can be described as follows : The organising idea : the essence of the service bought or used by the customer. The service experience : how the customer is treated by the service provider and the experience of the customer has of the organisation and its facilities. The service outcome : the end result of the service for the customer. The service process : the way in which the service is delivered. The service value : the benefits perceived by the customer against the cost of the service. In general we can say that : = A service concept acts as service specification. = A service concept should provide sufficient detail to make it clear what the organisation is selling/providing and what the customer is buying /receiving. = A service concept is more emotional than a business model, deeper than a brand, more complex than a good idea and more solid than a vision. = A service concept contains the organising idea for the service. There are some key elements in the service concept which is illustrated in the figure below : Service Concept Service Operation Organising idea Service experience Value of the service Service Outcome Figure : Key elements of Service concepts In this coursework I am going to explain the service concept of Radisson Blu Hotels Resorts. Radisson Blu Hotels Resorts is part of the Rezidor Hotel Group, and currently operates over 155 hotels in Europe, the Middle East and Africa, with another  47 projects under development. Radisson Blu is a first class full service hotel brand with key differentiators such as the 100% Guest Satisfaction Guarantee and the Yes I Can! spirit of service. The Rezidor Hotel Group is one of the fastest growing hotel companies in the world. Its current consists of 274 hotels in operation and under development in 47 countries accumulating nearly 55,000 rooms. Rezidor manages selected Carlson brands in Europe, the Middle East and Africa: Radisson, Park Inn, Regent and Country Inn. What make Radisson Blu unique to customers ? Most of their competitors have fantastic rooms, comfortable beds,  award winning  architecture and catchy advertisements aimed at achieving and exceeding guest service expectations, but due to some exceptional service concept , Radisson Blu is separate from similar hotels which make them unique to customers. The following exceptional service concepts make Radission Blu popular among customers : Yes I Can! Over a decade in the works, Yes I Can! is Radissions special service philosophy that sets them apart from the competition. Being hospitable is all about giving guests your undivided attention and when guests stay at a Radisson Blu hotel; the hotel manager, the waiter, the receptionist, the porter- everyone plays a vital role in delivering a memorable guest experience. At Radisson Blu , Yes I Can! is the companys mission and a way of life which guides them to meet any challenge and identify every opportunity. Whether their guests are in Glasgow or Capetown, Beijing or Rome, they are assured consistently excellent service. 100% Guest Satisfaction Guarantee In the fiercely competitive industry, they stand apart from the rest, thanks to their special Yes I Can! service spirit.   They love what they do and as proof of that, they promise to deliver a 100% Guest Satisfaction Guarantee. Their staff will do everything to ensure that customers leave their hotel happy, so if there is a complaint, it is noted and takes into serious considerations.. If customers complaint remains unresolved or they leave disappointed, any one of their staff can invoke the 100% Guest Satisfaction Guarantee. This means that customers will not have to pay for their room or the service in question. To keep customers coming back time and again, they strive to provide an exceptional service level at all times.   This is their promise to customers à ¢Ã¢â€š ¬Ã‚ ¦ or their money back. So, if any customer is dissatisfied with anything during their stay, the hotel wants to let them know so that they will Endeavour to make it right. Express Check-Out Even with their improved departure process with Satellite Reception desks, some guests cannot spare the time to check-out in the morning. For their guests in a rush they offer Express Check-Out to save valuable time and ensure an efficient and accurate check-out, by offering the options of sending invoice by email, mail or a quick pick-up at the reception desk. Late Check-Out Check-out from Radisson Blu hotels as late as  6 p.m. (subject to availability) instead of the normal check-out time at no extra cost. Their aim is to accommodate the needs of their guests and offer tailor made flexible solutions. [emailprotected] All guests staying at Radisson Blu hotels throughout Europe, the Middle East and Africa can now get Free high-speed Internet access as part of the Radisson Blu [emailprotected] service concept. Check-in to a Radisson Blu hotel and log on to customers corporate network, access email, download music, shop, customers can do whatever it is they like to do online, and do it for free! Free high-speed Internet access comes with easy-to-follow, simple instructions. The service includes high-speed as well as wireless Internet access. Since most Radisson Blu hotels are wired, all hotel guests can access the Internet from anywhere in the hotel: rooms, meeting facilities or public areas, by using their name and room number. Breakfast on the go! For their guests on the go with no time for a sit-down breakfast, they offer the Grab Run takeaway breakfast. Tea and coffee in disposable cups along with fresh fruits and energy bars are available on a special table in the lobby so that none of their guests miss out on the most important meal of the day. One Touch Service Customers can access the following services with the touch of a button : INFORMATION/CONCIERGE: request special information on local events   ROOM SERVICE: have meals delivered to customers room   WAKE-UP CALL: their front desk will make sure customers wake up on time LAUNDRY: obtain laundry service, or 3-hour express service   HOUSEKEEPING obtain an iron, ironing board or extra pillow and blankets   MAINTENANCE: 24 hour a day service to ensure their is comfortable and convenient Super Breakfast Breakfast is the most important meal of the day and the last impression a guest has of a hotel before leaving. The Radisson Blu Super Breakfast is an extensive buffet featuring a range of food items selected from the best of Continental, North European, and American cuisine. Free high-speed Internet With their easy-to-follow instructions, customers can log on to their corporate network, access email, download music, shop, do whatever it is they like to do online. Long committed to being among the first to anticipate the needs of the busy traveller, Radisson Blu has been offering Free high-speed Internet access to all guests who stay in their hotels. Just check-in to Radisson Blu hotels across Europe, the Middle East and Africa get free access to the Internet as a part of their [emailprotected] Connect service concept. Room Styles They Offer their guests a choice of room styles. A popular feature of Radisson Blu hotels and resorts for over 12 years, there are now more than 20 different room designs to choose from. 3-hour Express Laundry The average guests stays at a hotel for less than two days, which makes getting laundry done a complicated matter. But at Radisson Blu they have dispensed of this complication with 3-Hour Express Laundry. All shirts, blouses, socks, underwear, pants and other pieces of clothing, handed in before 8 p.m. will be returned fresh and clean that same evening. Satellite Reception Satellite Reception desks are individual counters in the lobby that offer guests a more personalized, efficient, informal and relaxed service when checking-in/out. Anne Sà ©monin Bath products Offering a holistic and personal approach to beauty, Anne Semonin is a high-end French brand that is known for its philosophy Every skin is unique. Anne Sà ©monin was among the first to combine essential oils and trace elements, a standard that today is a benchmark in the industry.   Customers can check into one of their hotels and be spoiled with a unique range of her products, exclusively produced only for Radisson Blu Hotels and Resorts. CONCLUSION Thinking about the service concept not only help managers understand their business but also challenges them to view their business in ways that can make it stand apart from other organisations. Service concept is a strong strategic tool that can make an organisation successful if implementations of those concepts are done properly. Every organisations service concept is different and focus is needed on those ideas to get the competitive advantage.

Globalization and the International Monetary Community Essay -- Econom

Executive Summary Our world is steadily shrinking. Technology is building bridges over the barriers of distance, language, and culture. It’s a process called globalization, and it is changing the way we live. Financial institutions haven’t been immune to the effects of this change. In fact, the international nature of financial institutions makes them particularly vulnerable to change. This paper addresses three issues caused by the globalization of the international monetary community. First this paper examines the success of the Euro, and the implications for the formation of a global currency. Then this paper looks at the issue of devaluation, and by comparing successful and unsuccessful devaluations tries to determine what factors make a devaluation work. Finally this paper will look at the trend toward dollarization, and whether or not dollarization is the best solution for struggling economies. This paper contends that the power of globalization is forcing the international monetary community to address these issues. The success of the Euro makes a global currency seem like a logical step in the evolution of currency, even though sentimental attachment to national currency would make a global currency unpopular. Devaluation of national currency is only effective for nation with substantial foreign investment and high technology exports. Dollarization solves many problems for struggling economies in the short term, but at some point these nations should consider joining a Multi-Lateral Monetary Union. These changes and more are reforming the way we think about money. While some of the solutions proposed here will only become feasible years in the future, some of the problems discussed affect us t... ...Peiers, Bettina. â€Å"Dollarization in Developing Countries: Rational Remedy or Domestic Dilemma?†. Contemporary Economic Policy. Jul96, Vol. 14 Issue 3, p30. Meyer, L.H. "The Euro in the International Financial System." Federal Reserve Bank of Minneapolis, Vol. 25-27, Issue 2, p58. O'Mara, Richard. â€Å"Argentina's deep, empty pockets†. Christian Science Monitor. 4/2/2002, Vol. 94 Issue 89, p9. â€Å"Ring in the New†. Economist. 1/5/2002 Vol. 362 Issue 8254, p22. Schulmeister, Stephan. â€Å"Globalization Without Global Money: The Double Role of the Dollar as National Currency and World Currency†. Journal of Post Keynesian Economics, Spring2000, Vol. 22 Issue 3, p365. â€Å"The Myth of Eurocreep†. Economist. 1/5/2002, Vol. 362 Issue 8254, p43. von Furstenberg, George. â€Å"A Case Against U.S. Dollarization.† Challenge. Jul/Aug2000, Vol. 43 Issue 4, p108.

A Glance At To Kill A Mockingbird English Literature Essay

Artlessness is a characteristic easy thrown off and replaced by society ‘s evilness. In the novel To Kill a Mockingbird by Harper Lee, artlessness has been ignored and replaced in many ways. Mockingbirds are guiltless and do music, but when you kill them the music stops, such as Boo Radley is misunderstood, Scout was attacked, being exposed to evil every bit good as forced to turn up, and Tom Robinson being stereotyped taking him into persecution. Boo Radley is like a mocker because he is misunderstood and everyone seems to assail him when in fact he is really a human being, merely making out for person, Scout was exposed to the immorality of world which had forced her to turn up faster to oppugn the society. Another mocker would Tom Robinson once more guiltless, but due to stereotypes, he ended up acquiring persecuted by the racist jury ‘s determination. Lookout is a mocking bird in its purest signifier ; she ne'er meaningfully hurts anyone, and she is an guiltless, five twelvemonth old miss who has no experience with the immoralities of the universe. Scout ‘s artlessness was taken off from her by Miss. Caroline invariably picking on her for cognizing how to read, doing her intelligence seem like a bad thing to cognize for her age. Her artlessness is best described when Miss. Caroline says â€Å" Your male parent does non cognize how to learn. You can hold a place now. † â€Å" I mumbled that I was regretful and retired chew overing upon my offense. † ( page 5 ) This demonstrates that although the offense accused of was non a big one, she was still excusatory towards Miss. Caroline, alternatively of speaking back in any contemptuous mode. Scout learns easy throughout the novel, the faces of the universe. Through those faces she is forced to associate Atticus ‘ instructions to the universe of Maycomb, includi ng her illustrations of Boo as individual. In the terminal Scout realizes, that Boo is one of the Mockingbirds that Atticus would speak about, where she says â€Å" when they eventually saw him, why he had n't done any of those thingsA †¦ Atticus, he was existent nice, † to which he responds, â€Å" Most people are, Scout, when you eventually see them. † ( page 281 ) With the consistence of Scout acquiring in problem by many people of Maycomb, Scout is forced to turn up after confronting important faces by Tom Robinson ‘s test, and the image of Boo turning out to be false. Maycomb society finds it hard to accept people that are different by certain characteristics or outlook even. Tom Robinson was guiltless, but was easy stereotyped because of the coloring material of his tegument. â€Å" Typical of a nigga ‘s outlook to hold a program, no idea for the farther, merely run blind first opportunity he saw † ( pg.265 ) . In this quotation mark by â€Å" typical † Lee means that all black people have a lower intelligence degree so white people. Stereotypes and racism can besides take the darkness in people ‘s bosom out, which causes them to disregard artlessness. Atticus stated â€Å" a topographic point where a adult male ought to acquire a square trade is in a courtroom, be he any coloring material of the rainbow. Peoples have a manner or transporting their bitternesss right into a jury box ( pg. 220 ) . † This means that even the tribunal ‘s justness system can besides be influenced by favoritism and society regulat ions. Tom Robinson was targeted like a mocker does for singing. His artlessness was darkened out and his tegument tone was brought out as a ground for him to be guilty. Tom was persecuted because Maycomb County believed that no black adult male could be right. The society discriminates anything that does non follow their regulations. Mockingbirds are guiltless and do music, but when you kill them the music stops, such as Boo Radley is misunderstood, Scout was attacked, being exposed to evil every bit good as forced to turn up, and Tom Robinson being stereotyped taking him into persecution. Therefore, it is a wickedness to kill a mocker when its artlessness, exposure and the pureness is replaced by silence.

Essay on Biology Class A Short Story - 2458 Words

I slammed my hand on the alarm clock as it buzzed loudly in the early morning. Ten minutes more, okay? I rolled on my back and covered my eyes with my arm. I just didn’t have the energy to get ready for school. Heaven forbid. I hadn’t finished my essay yet! Plus, we had a quiz in History and Biology. Life is so fantastic. â€Å"Kai-ah, wake up. You don’t want to be late for school,† Dad called outside my room. â€Å"Coming!† I groaned. I scrambled out of bed and went straight to the bathroom to take a shower. The last thing I wanted was Dad pulling me out of my own bed. I sighed. Dressed in my school uniform, my backpack slung on one shoulder, I padded down the stairs, feeling indifferent. Dad was on the kitchen, his forehead sticking out from the†¦show more content†¦What more if I drove a R8 that day? I shoved my bag on the passenger seat and started the car. I pulled out of the garage and turned the car to our long driveway. I gained speed as I hit the freeway. I looked at the dashboard. Twenty minutes to 8. I still have time to stop by at my favorite cafà ©. I stopped at an intersection, waiting for the traffic lights to go green. BWCW Cafà © was just a couple of blocks away. I turned the air condition higher as I pressed on the accelerator. I parked the car in front of BWCW. I turned off the engine and got out. As I went inside, the scent of cinnamon filled the air. â€Å"Kai-ssi,† Sunny, a small cute girl, greeted me from the counter. â€Å"Hello,† I greeted back as I walked towards the counter. â€Å"Can I have four pieces of doughnuts, please?† â€Å"Chocolate?† She asked. I nodded. â€Å"Anything else?† â€Å"Uh†¦Ã¢â‚¬  I looked at the menu for something to drink. â€Å"I’ll have a Frappuccino.† â€Å"Coming right up.† I waited as she put my order on a paper bag. I handed her my payment as she handed the bag. â€Å"Keep the change,† I told her. â€Å"Have a nice day.† She smiled at me and I smiled back. **** I was on my way to my first class, which is Biology and I did mention we had a quiz, when a familiar voice called out from behind me. â€Å"Hey D-boy!† I winced. D as in dollar. Dollar boy. I turned around and saw Sehun walking towards me. â€Å"Didn’t I always tell you not to call me that?† I told him as I continued walking down the hall. â€Å"What do youShow MoreRelatedSummary Of The Story Gryphon By Charles Baxter1190 Words   |  5 Pages The short story Gryphon by Charles Baxter is about a substitute teacher that challenges the way the children in the classroom usually think and encourages them to think with their imagination. Growing up, I also had a teacher that challenged me to think creatively as well. She inspired me to work hard and learn as much as I could. 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