1. SHANGRI LA HOTEL

2. ANIS SABBIRIN BINTI SHAHBUDIN 219231 FADHILAH BINTI MOHAMED 219709 AZMIL BIN JANIUS @ AHMAD 221259 NOR SYAIRAH BINTI MOHAMED 221403 JAMALIAH BINTI MOHAMD 221675 AINA SYAHIRAH BINTI MOHAMAD SOLEH 222065 NUR RUQSHANA BINTI HABIBUR REHMAN 222215 TEO CHING THIEN 234558 GROUP

3. Make guest loyalty a key driver of our business Demonstrate honesty, care and integrity in all our relationships Ensure our policies and processes are guest and colleague-friendly Remain deeply committed to our social responsibility by making a positive contribution to our communities, environment, colleagues, guests and business partners

4. Blueprint for overnight stay in Shangri La Hotel Physical evidence Customer action Visible contact employee action Invisible contact employee action Support process food Call room services Advertise ment/ website bill Hotel exterior parking Desk paperwork/ lobby key Elevators hallways room Cart for bags employee dress menu Delivery tray food appearance food Room amenities bathroom bill Arrived at hotel Give bags to bellperson Check in Go to room Call room services Receive food sign/tip Eat Sleep/ shower Check out/ leave Greet and take bags Process registration Deliver food Process check out Deliver bags to room Take food order Registration system Prepare food Registration system Line of interaction Line of visibility Line of internal interaction gaps1 gaps 2

5. GAPS EVALUATION Poor concierge and baggage service The hotel left the luggage unattended. Food quality service Poor service at dinner, slow service, lack of food at the buffet to the completely unfriendly child nature of the place.

6. Poor concierge and baggage service The staff must understand their duty, for example the bellboy. The bellboy plays an important role in larger and luxurious hotel like Shangri La hotel. This is because they are the first person that will meet the customer. The staff also need to understand what mistakes they have made and willingly to say sorry.

7. Food quality service Shangri La hotel should manage the preparation and arrangement of their food to satisfy their customer. They also need to add varieties of food at their buffet table as their customer may comes from any part of the world. Some types of food may be sensitive to few customers. The environment of the hotel and their dining place must be comfortable to their customer.