Seamless Service and Appearances of Local Cultures in Asian Hospitality
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Abstract
In Asian hospitality, seamless service is essential to satisfying customers’ demands during their stay. This paper examines how selected Asian hotels can use seamless service to create a positive guest experience when the traditional service process (i.e, where the customer has to move around and contact each responsible function to answer his/her enquiry) may not be delivered. Seamless service assigns one or more staff to handle customers’requirements or respond to their needs and preferences by allowing all processes to be completed within a single contact or through less repeatable tasks, thus enhancing the comfort of customers by reducing the number of their transactions. This paper illustrates the seamless service process in relation to human assets and explains how Asian hospitality can successfully blend local characteristics into their service processes and service recovery.
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