Why Dorsett?

5 Hotel in Labuan

World Luxury Hotel Awards

2014

Business Hotel

Previous Experience

Unique Service Culture

Overview

Fail-Points & Remedies

× Problems> Narrow Car Park> Limited Car Park> No Security Guard

Fail-Points & Remedies

Fail-Points & Remedies

× Problems> Narrow Car Park> Limited Car Park> No Security Guard

Remedies> Build an Exterior Parking Lot> Hire a Security Guard

Fail-Points & Remedies

× Problems> No Ventilator Inside Elevators> No Air-Cond = Warm Inside

Remedies> Build a Ventilator> Build an Air-Cond

Fail-Points & Remedies

× Problems> Small Swimming Pool> No Lifeguard

Remedies> Build a New Swimming Pool> Station 1 Lifeguard on-duty

Bottlenecks & RemediesCheck-in Process

System Down

Check-out Process

Bottlenecks & Remedies

BottleneckAvoidedCheck-

out Process

Train Staff

Monthly Maintenance

Bottlenecks & Remedies× Problems

> No Staff At The Restaurant’s Counter> Diners Have To Wait> Long Food Waiting Time

Remedies> Specially Tasked 1 Staff Stationed At The Counter> Hire More Chef

Service Blueprint Marketing

Close Gap 1

Customer-driven Standard

Appropriate physical cues

Excellent service

Immediate service recovery

Close Gap 2

Conclusion