Five Dimension of Customers Services

• Reliability is the ability to provide services appropriately and correctly in accordance with what has been promised by the company to the guests.

• Responsiveness is the awareness, desire, and ability to act quickly in helping and providing timely services to the guests.

• Assurance is the knowledge, ability, and confidence of the employees in providing care and hospitality to the customers so that they feel welcome.

• Empathy is the ability to give individual attention, which means there is a sense of willingness to approach, provide protection, and effort to understand what the customers wants and needs so that they feel at home.

• Tangible is something that is visible, such as the appearance of employees, physical facilities such as equipments and supplies that support the implementation of service tasks.

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Seven Principles of Customers Cares and Services

One of the must crucial Hotel Management principles is customer satisfaction.

Customer satisfaction is a condition when a person needs and desires are fulfilled.

Need is something that is necessary for humans to live a healthy life.

Desires is the feeling that accompanies an unsatisfied state, something that someone hope or want.

Based on the above definition, the key to give customers satisfaction to the guests it is necessary for the management find out the needs and desires of customers who have been and will be staying at the hotel and fulfill them based on standard operating procedures.

If the conditions to meet the needs and desires are not in accordance with the standards of guest service provided by the company / institution, it will arise guest complaints, both complaints concerning the needs and desires of guests. To minimize guest complaints it is necessary to understand what is meant by excellent service.

Excellent service is the best service provided to the customers, both internal and external customers, which are based on excellent standards and procedures.

Excellent SERVICE are:

S = Smile to Everyone
E = Excellent in Everything We do
R = Reaching out to Every Guest with Hospitality
V = Viewing Everyone as a Special Guest (pay special attention to their needs and desires)
I = Inviting Guests to Return Again (Do what you can to make the guests to come back again)
C = Creating a Warm Atmosphere (Make the customers feel comfortable)
E = Eye Contact to Show That We Care (warm eye contact: do it occasionally, sparingly, warmly)

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