Lakhasly

Sunattha Krudthong Hotel is a small hotel located in Bangkok, the capital of Thailand.Each petal surrounding it is a service that complements and supports it. Sunattha Krudthong Hotel, located in Bangkok, the capital of Thailand, applies the theory of the flower of service by providing distinguished and fast service.Sunattha Krudthong Hotel works on strategies to ensure customer satisfaction forecasts with the hotel in a tactical and consistent manner and thus the customer is more likely to rate the hotel positively.In addition to providing additional services such as traditional Thai entertainment activities, handicrafts, giving visitors souvenirs, exhibitions and photos, also holding small parties at the hotel, classical dances, and teaching visitors about the culture of dance and the culture of the country.In addition to paying the accommodation bills and dues owed by the customer, and the way the employee deals with the guest or guest, it is an important thing to attract the guest and return the visit to the hotel again, providing safety and comfort to the guest, as well as the exceptions that occur as the guest must be provided with all means of comfort, friendly treatment and attention.The questionnaires contain a set of responses consisting of: expectation, importance, perception, and a measure of customer satisfaction with the employee's performance.Hotels have strict procedures to ensure the quality of cleanliness in the rooms and sterilize public places on an ongoing basis using high-quality organization and sterilization tools.The platform also provides services for marketing the hotel through social media programs that have a high frequency of interaction and a strong presence of people, such as Instagram and Facebook.The hotel is distinguished by the fact that it consists of a group of several old Thai houses, which are used as old Thai residences visited by the wealthy and VIPs.Through research, the hotel discovered that customers are more understanding than the employees who interact directly with the guests, which made the management focus on the efficiency of the employees and meeting the needs and requirements of the customers, as the employees put a lot of effort into some of the standards that guests care about and focus on the things that attract them, such as Restaurants, saunas, large swimming pools for adults and families, and many parties.In the third stage, here the products are provided to the guests and the required services are provided, in addition to examining the opinions of customers to see the extent of their satisfaction with the product and to improve meeting their needs in the future in a good way.The platform also provides instant reservation services online with complete ease and smoothness, tourist information for guests, and providing consultation from customers to the hotel.2.3.4.5.

Sunattha Krudthong Hotel is a small hotel located in Bangkok, the capital of Thailand. The hotel is specifically located in the amazing mall of Silom Village. The hotel is distinguished by the fact that it consists of a group of several old Thai houses, which are used as old Thai residences visited by the wealthy and VIPs. The hotel also consists of fifteen guest and guest rooms. The cost of the hotel is low, which is why it is more popular among travellers. Also, the hotel is a group of old houses called a hostel, and it is close to the commercial canter, which is why people prefer it.

1. 
   

   Apply the theory of flower of services on the hotel selected in the case.
   The flower of service is a flower in the middle of which is a service, and the flower of service is surrounded by petals. Each petal surrounding it is a service that complements and supports it. Sunattha Krudthong Hotel, located in Bangkok, the capital of Thailand, applies the theory of the flower of service by providing distinguished and fast service. Also in terms of guiding the guest to the room, introducing him to the hotel, and how to receive the guest upon entering the hotel and upon leaving the hotel. There are also quick and smooth payment processes that help the guest complete the registration procedures. In addition to paying the accommodation bills and dues owed by the customer, and the way the employee deals with the guest or guest, it is an important thing to attract the guest and return the visit to the hotel again, providing safety and comfort to the guest, as well as the exceptions that occur as the guest must be provided with all means of comfort, friendly treatment and attention. And meeting the guest’s needs in a distinctive way, which makes him return to the hotel again. Flower of Service focuses specifically on the guest and achieving his satisfaction, by providing food, drink, and the three meals breakfast, lunch, and dinner, and the quality of the food provided to the guest or customer. In addition to providing additional services such as traditional Thai entertainment activities, handicrafts, giving visitors souvenirs, exhibitions and photos, also holding small parties at the hotel, classical dances, and teaching visitors about the culture of dance and the culture of the country.

   
   


2. 
   

   Identify from the case the importance of quality of service.
   Service quality is the extent to which the customer's needs are met and the extent of its success in meeting the customer's expectations. Also, expectations of a low level of service quality and a high level of service quality. It depends on the customer or guest’s evaluations when staying at Sunattha Krudthong Hotel and the service he receives. This is why Sunattha Krudthong Hotel works to provide good and excellent services to the guests and their comfort and safety during their stay. The hotel also provides them with excellent meal service, cleanliness of the place and cleanliness of the room. Sunattha Krudthong Hotel also provides them with excellent quality pictures of the hotel, rooms, and facilities to attract the customer. This method is used by Sunattha Krudthong Hotel to evaluate the customer’s level of cleanliness in the hotel. Sunattha Krudthong Hotel works on strategies to ensure customer satisfaction forecasts with the hotel in a tactical and consistent manner and thus the customer is more likely to rate the hotel positively. The hotel's profit will increase if the service is excellent, because customers are willing to pay more money if the quality of service is excellent because they are looking for a stay in an excellent hotel that provides the best types of services and value. Customer evaluation is taken very seriously to identify aspects of organized hospitality that need improvement, and any practical service quality that leads to customer dissatisfaction needs improvement. These are gaps in the service process, including understanding, performance standards, and communication. These are simple gaps that can lead to serious negative customer perceptions.

   
   


3. 
   

   Explain the importance of customer relationship management in hotels (CRM), examples from the case study.
   Customer relationship management is a strategy aimed at improving the relationship between a hotel and its loyal customers. This relationship helps the hotel improve the communication system, analyze customer data, and the hotel's sales system, to improve the customer's experience at the hotel. Questionnaires were created for guests to improve hotel management. They are distributed to customers randomly and distributed to guests of all nationalities and all ages to gain a diversity of answers. The questionnaire is distributed to the guests during their stay and answers are taken from them on site. The survey helps customers remember their feelings about the service and results in a higher accuracy of the response. The Village Inn, located in Silom Village in Bangkok, Thailand, will encourage guests to complete questionnaires during the bill payment process. The questionnaires contain a set of responses consisting of: expectation, importance, perception, and a measure of customer satisfaction with the employee’s performance. The results met the basic objectives, clarifying the point of view of management and employees in terms of how they evaluate the importance of service quality and how it reflects its special dimensions. Through research, the hotel discovered that customers are more understanding than the employees who interact directly with the guests, which made the management focus on the efficiency of the employees and meeting the needs and requirements of the customers, as the employees put a lot of effort into some of the standards that guests care about and focus on the things that attract them, such as Restaurants, saunas, large swimming pools for adults and families, and many parties.

   
   


4. 
   

   Identify the stage of the product life cycle of the hotel in details.
   The product life cycle in the hotel goes through several stages and steps. In the beginning, the product is planned and designed according to the needs of the guests, then the process of purchasing and supplying the required materials, supplies and other furnishings. The product is then cleaned and maintained to maintain its quality and level of cleanliness. There is also a team to train employees to implement this process in an excellent, effective and correct manner. In the third stage, here the products are provided to the guests and the required services are provided, in addition to examining the opinions of customers to see the extent of their satisfaction with the product and to improve meeting their needs in the future in a good way. The last stage is the evaluation stage. The product is evaluated through analysis and identifying areas of performance for development and improvement. Also check the cleanliness and safety followed by the hotel. Hotels have strict procedures to ensure the quality of cleanliness in the rooms and sterilize public places on an ongoing basis using high-quality organization and sterilization tools. The customer can also view the services provided by the hotel, including changing sheets and towels, cleaning and sterilizing the rooms, the place, and the halls during the customer’s stay and during his departure, and reviewing the ventilation procedures and air present in the hotel.

   
   


5. 
   

   Describe the type of customer service platform that is suitable to market the hotel.
   In all hotels there is a special customer platform that serves the customer effectively and conveniently. The platform is via mobile phone or via email, social media, and direct chat with guests and customers, which makes it easier for employees to meet the customer’s needs more quickly in the hotel. The platform is characterized by clear information, high accuracy, speed of response, and ease of use. The platform also provides instant reservation services online with complete ease and smoothness, tourist information for guests, and providing consultation from customers to the hotel. These platforms help attract customers and tenants and enhance the experience. The platform also provides services for marketing the hotel through social media programs that have a high frequency of interaction and a strong presence of people, such as Instagram and Facebook. The hotel takes advantage of these platforms to communicate with customers and guests at the hotel. Also to publish interesting contents in their account about the hotel and the content of the services provided by the hotel to attract customers. This helps build a lot of relationships between the hotel and customers and attract them to their hotel. These platforms help raise inquiries and find solutions to potential problems. It also works to provide local events and activities such as classical dancing and recommending local restaurants to guests.