首先我們的度假酒店提供24小時的客房服務，這可以在客戶需要幫助的任何時間給予他們幫助。此外，我們還提供24小時的咖啡服務，在我們的咖啡館提供雜志和無線服務，這可以讓我們的客戶在空閑的時候一邊上網或看雜志一邊享受我們的自制咖啡。關于設施那部分，我們提供回收站以此來回收客戶不想要的東西，單獨的容器通常是由紙、錫、鋁罐、玻璃或是塑料做的，其中有些東西可以回收。用于娛樂的設施，我們提供了家庭游泳池、小型健身游泳池、場內娛樂、場外娛樂、地面運動、健身中心、網球館、室內游泳池、水療和按摩。家庭泳池位于意大利咖啡館的旁邊，度假村的西部，在家庭泳池那可以俯瞰整片海灘和安達曼海。它有著獨特的設計，有許多可以隱藏秘密的海灣。為客人提供的設施還包括防曬霜和冰水，并且在每個小時都會提供冷毛巾、切好的新鮮熱帶水果和水噴霧。

 

First of all, our resort provided 24 hours room services which can help our customer anytime when they need our help. Besides that, we also provide 24 hours café services, we also provide magazine and Wi-Fi in our cafe, which can let our customer spend their free time and enjoy our homemade coffee while surfing internet or reading magazine. For the facilities part, we are provided recycle bin for our customer categories the unwanted things, Separate containers are often provided for paper, tin or aluminum cans, and glass or plastic bottles, some of the things can recycle. For the facilities of entertainment, we have family pool, lap pool, on-site recreation, off-site recreation, land sports, fitness Centre, tennis, indoor swimming pool, spa and massage. Family pool are located next to Italian cafe, in the west part of the resort, the family pool overlooks the beach and the Andaman Sea. It is distinctively designed with many small coves that allow privacy. Guests are provided with facilities including sunburn cream and iced water.

Cool towels, freshly sliced tropical fruit and water sprays are offered every hour. The poolside cafe also serves appetizers and light meals. The ocean-front lap pool for adults is positioned in the southern part of the resort, near the spa facilities and two-bedroom villas. Private cabanas are available for couples who want more privacy. It is most suitable for a pair of couple. The Fitness Centre of our resort is designed to provide physical challenges while achieving total mind and body rejuvenation. Tone up muscles in a weight-training room overlooking the jungle, or test your physical limits with the wide range of state-of-the-art cardiovascular equipment including treadmills and stationary bikes with individual televisions. Guests that are 16 years old or above are allowed to use the facilities in the fitness Centre. Our Spa are located at the 3rd floor of our resort, it was next to our indoor swimming pool. Our spa includes traditional Thai massage, aromatherapy service. Besides that, for the Steam and sauna bath is available and it is free of charges for our guest. Our indoor swimming pool is located at the 3rd floor of our resort; it was nearby to the spa. Sundeck is provided for our guest at the swimming pool. It is suitable for those who love to sunbathe. We suggest our guest expose to sun for half an hour only. We are provided towels and backrests for our guest. At the swimming pool area got a small bar and counter. You can collect your towels over there; you can also have a cocktails or juices as our welcome drink. Besides that, you can order snacks or food to the swimming pool and enjoy your food at the swimming pool.For the facilities of food and beverage, our resort provided Chinese traditional restaurant, Western food restaurant, Japanese sushi house, Italian cafe and pub & bistro. There are many choices can let our customer choose what they prefer. Our resort provided nutrition food and high quality food for our customer. Those are healthy food, which can let our customer enjoy delicious while take care about health. Furthermore, our pub & bistro every night have band performing. Our pub happy hours start at 8pm to 3am. Our guest can enjoy 50% offer for the beer and drinks.

At our lobby, we have a customer services counter for customer give comments for our resort such as, attitude of our employee, facilities, transportation, quality of food, room design, room service, check in, check out and other else which are related with our resort services. Besides that, customer can take our resort full map at the customer service counter. Our customer service counter operating hours is 9am to 5pm.In additional, our resort have a souvenir shop which are selling T-shirt, shell, jewelry, key chain and other souvenir, which can let our customer purchase it and give their friend and relative as a souvenir gift. Furthermore, our resort provides free transportation such as taxi and bus for our guest, which can fetch our guest from the airport or send them to the airport. When our guest arrived our resort, our employee will salute with our guest and with full of smile to welcome our guest.
 

For our resort room design, we are using the themes of four seasons. Our four season room designs are Upper Japanese Pavilions, Lower Japanese Pavilions, Imperial Villa, Double Bedroom Villa, and Beach Villa. The peaceful sounds of the ocean and sensational sunsets can be enjoyed from most of the resort's pavilions and villas. Each of the room has timber floors and soaring ceilings providing a vibrant fusion of contemporary resort features and Japanese design, inspired by the timeless heritage of indigenous artisans. Standard amenities include comfortable Four Season beds, double vanities of rough-hewn marble, separate alcove for shower, a terrazzo soaking tub, sophiscated sound systems, multi-line telephones with voice mail and high-speed internet access for our guest. All the villa and lower-level pavilions have secluded outdoor bathing, with showers that suggest the feeling of a gentle tropical rainfall, whilst the upper level pavilion sunlit bathrooms evoke the romance of Arabia with skylights, Moorish and Japanese artifacts, as well as large scented candles. Besides that, our resorts provide ten VIP room for our VIP guest to rest or waiting for their room. Our VIP room provided leather sofa, plasma television, computers, newspaper, and magazines. Coffee and bread are available for our VIP guest. As a result, service is playing an important role in our resort. We are trying to satisfy our guest or customer and let them have an unforgettable memory in our resort.

Service employee is an individual who was hired by the company owner to do a specific job. The employee is hired by the company owner after an application and interview process results in his or her selection as an employee. Service employee is also a group of people who help the owner to run his business. Service employee is playing an important role in the organisation. If your quality of service is good, it will attract more customers to choose your company rather than your competitor.

We have hired many of employees to help us to run our resort. Our resorts have hired service counter employee, waiter and waitress, cleaner, driver, security guard, supervisor, bellboy, lifeguard, bartender, chef, and fitness coach. Those employees are our resort exterior lines, who served our customer and guest. They must know what customer or guest need. Their service is very important for our resort, without their good service. Our resort business will be affect dramatically.

First of all, our service counter employee job is to give information to our customer or guest. Their works included check in and check out for the customer and guest. Waiter and waitress are working in the restaurant and café, their job is to take order from the customer and served to the customer. Cleaner is the necessary role in our exterior line. They help us take care of our environment and clean up the room. Their works are changing the bed sheet for the customer and clean the hotel corridor. Our driver job is to fetch our customer from the airport or to the airport. Security guard is playing an important role in the exterior line. His job is to ensure our customer safety and protect their privacy. Their working hours is 24 hours; they have 4 shift of security guard to patrol our whole resort. Furthermore, we have hired experience supervisor to teach the waiter and waitress how to do and what should do. Their jobs are supervising their subordinate to follow our resort rules and regulation. Bellboy is working at the lobby of our resort, their job is welcoming our customer and arrange customer luggage and send to their room. Lifeguard is working at the outdoor swimming pools; their job is ensuring our customer safety and save our customer when they fall into the pools or muscle cramp. Bartender is working in the pub & bistro, their work is mix cocktails or juices that customer have ordered. Chef is working in the kitchen; their work is cooking a special and delicious food for our customer. Fitness coach is working in fitness centre, their work is to coach our customer and teach them the correct way to use the equipment.

Service Failure

Service failure is a service performance that fails to meet the expectation. Service failure is a very serious problem for a company. We will lose the reputation, customer will lose confident to our company. It will affect the business of our company. If you meet a service failure, you must recover it immediately. We must beware to have a service failure, so we must know what service failure of our resort will meet. We have to find out the service failure and to prevent the service failure happen.
 

For the service failure of our resort will meet are bad attitudes of staff, negative thinking, less concentration, giving wrong information to customer, communication barrier with customer, language barrier, pre-judgement, low system, non-verbal signal (body language), staff are unknowledgeable, staff performance, the cleaners do their work in the wrong timing, and lack of employees.

As a conclusion, a successful company shouldn’t let a service failure happened in their company. If service failure has happened, we should recover the service to reduce their company loss.

Service Recovery

Service recovery is a service failure offers a chance to achieve higher satisfaction ratings from customers than if the failure had never happened. A good recovery can turn angry and frustrated customers into loyal customers. Service recovery will lead to increase the customer satisfaction. Service recoveries that are likely to be efficient are obviously those where the service failure is perceived to be not systematic or that the company has little control over it. But even in cases when there is a systematic failure and the company has control over the failure, there is a advantage when service recovery activities are put into action to ensure that one can win back customers and that the source of failure is eliminated.

First of all, we can send our staff s for service training to improve their quality of service. We can organise a service campaign for our staff to learn more about service while playing interesting game. We must have a computer back-up system to back up all the files. We must make a cleaning schedule for our cleaner to follow the time to clean up. Besides that, we can give a discount or giving our resort voucher to our customer. We must hired experience employee rather than inexperience employee.

Service Guarantee

Service guarantee is a promise that a service or product will meet certain consumer expectations or standards. If the product fails to perform as promised, the company may offer replacement of the item, refund the purchase price, or offer other forms of repayment. The purpose of it is to win back customer confidence. Customers appear to consider this guarantee reasonable. The important point here is that you want your customers to use your guarantee as much as possible.

Our resort promise that all foods are halal, food is hygiene and we are using fresh ingredients. We promise our environment is clean and safety. We guarantee you have a nice holiday in our resort. We promise to give you the best service and quality of life. We promise that if the food served delay, we will give a 20% discount on the bills. Besides that, if the room are untidy and unclean, our resort will give a free room voucher for the rebate. We promised every customer can take their room key in 15 minutes, if more than that we will give a discount for the room.