Carlsan Rezidor hotel company has great property globally. Being a great hotel group company made many history and the service was good from the beginning. They provide many style of service to the consumer. The company has a club carlsan service facility to the customer. The company has seven major hotels which are very famous around the world. There are Quorvus Collection, Radisson Blu, Radisson, Radisson RED, Park Plaza, Park Inn by Radisson, Country Inns & Suites By Carlson. They have a great facility for the members and good offer also.This company over 75 years hospitality service experience. And the powerful set of brands that deliver world class hospitality service experience. The new generation of expertly cured about the luxury hotel inspired by the amny life style of the con temporary of global traveller around the world. The carlasan Rezidor hotel company provide world leading hotels brand and the iconic hotel also.The hotel brand has a innovative room service and the event facility, bar and restaurant facility as well. company has social responsible and service driven. The company caring, sharing and daring for the consumer. Carlsan Rezidor understands guests as real people with the very real wants and needs, is truly committed to building meaningful, personal relationships with the customer . With smart engaging service setting designs consist the energy and style of each individual location. This company provide outstanding meeting spaces and guest rooms.
The service encounter:
Total control of the service exchange, while important to the consumer, is not possible. The service of worker is unavoidable even in highly standardized operations such as Carlsan rezidor. As a result, the consumer may perceive a reduction in her level of control the manufacturing of process. When the consumers perceive a reduction in control of the manufacturing process, they seek cues and reassurances that they will obtain their desired service outcomes. The consumers attention is directed to employees’ actions to make such estimations.( Peter Schofield, Nicole Katics. 2006 )What trhe company will later describe as “fair” behaviors on the part of the service worker act to reassure the consumer of the positive service outcomes. Individuals may treat the demonstration of fair behavior as substitutes for a sense of control (Namasivayam, K. & Hinkin, T. R. (2003) ). As noted, in the service encounter the service worker often assumes control of the interaction, which makes the exhibition of fair behavior important. Research in non-hospitality settings has shown that there is a relationship between perceptions of control and satisfaction. The more a guest or customer loses his or her sense of control, the more likely she will experience uncertainty, stress, and, ultimately, dissatisfaction. The company propose that to the extent consumers perceive greater levels of control in the service exchange. Over there are last two decades, the hospitality industry has witnessed a considerable shift of focus towards customer orientation, however, the vast body of the relevant hospitality research literature – with few exceptions concentrating on the concept of internal marketing and internal service constructs – is focused on the external customer neglecting the importance of the quality of internal service encounters, where one department in the hotel serves another like as Carlson rezidor. The purpose of this company was to explore an in three international hotels and identify the events and behaviours (service dimensions) that distinguish a successful internal service encounter from a non?successful one. Although internal customers were usually not recognised as such but it was found that interpersonal relations affect to a great extent all internal service encounters in a hotel. Other factors influencing the internal service encounters are the professionalism, the dependability, the conscientiousness of the internal suppliers, their communication skills and the consideration they show to their internal customers (Beverley Sparks, Karin Weber. 2008). The rooms division service chain involves mainly two forms of internal service encounter. In the first, front office requests rooms that are serviced and checked by housekeeping for the external customer. From this perspective, the efficiency of front office largely depends on the efficiency of housekeeping. In the second form, housekeeping identifies possible maintenance problems in the guestrooms or in public areas and reports them to maintenance. Housekeeping cannot give a guest room to front office if anything is out of order and, in such a situation, its performance depends on maintenance’s response. Additionally, some international hotel chains (e.g. Starwood) have adopted a guest service system by which all guest requests are automatically transferred to housekeeping. In this case, guests will most probably consider that housekeeping is responsible for any delay in addressing a maintenance request reported by them. Again, a part of housekeeping’s efficiency this time in the eyes of the guest depends on the response of maintenance. Communication is one of the most important elements in interdepartmental relationships. Therefore listening carefully and properly communicating progress of work, plans and problems are two of the most obvious behaviours for this category. However, apart from these service behaviours, two of the analysts agreed that this category should include another aspect of internal service encounter accessibility/availability which, according to the incidents reported (24 negative incidents ± nine for front office not being able to contact housekeeping and 13 for housekeeping not being able to contact maintenance), is strongly related with communication( Michael Davidson. 2008).
The staff members of every hospitality and tourism organization are its most important resource. How their work is managed (facilitated) directly impacts the success or failure of the organization. The basic management process is the same in almost any type of organization, and it consists of six basic functions that relate to all resources, including staff members. These functions are listed in Figure which also provides an example of human resources responsibilities applicable to each function.