SR

1.      Introduction This report discusses the average service standards in Singapore’s spa industry and how the Singapore’s spa service standards lag behind when compared to the amicable service standards in Thailand, also known as Asia’s most hospital country ( incite ). The team would explore the service gaps in Singapore Spas through a case study on Banyan Tree Spa. Through his case study, the team aims to incorporate an ideal framework on personalized services in Singapore Spa operations and ultimately enhance its service standards. Personalized services include a high touch, low tech element which focuses on service excellence greatly. 1.1 Workplace Context (Spa industry background) According to Global Wellness Economy Monitor, the wellness industry has grown by 12.8% in the past two years from a $3.7 trillion market in 2015 to $4.2 trillion in 2017 ( Global Wellness Institute, 2018 ). Similarly, the spa industry in Singapore is se...

Dear Mrs. Traumann, Please allow me an opportunity to introduce myself. My name is _____ and I am the Rooms Executive at MSS Hotel. My Guest Services team has advised me of the service you received during your stay with us. First and foremost, thank you for your valuable feedback. I would like to offer my sincerest apology for the service that you had encountered. We are disheartened to learn that our service standards had failed to meet your expectations. We understand how frustrating it must have been for you when our staff  failed to assist your needs by directing you to contact Agoda instead. It is never our intention to trouble our guests and we truly apologize for the inconvenience you experienced in our hotel. At MSS Hotel, we believe that p roviding exceptional service is our top priority and I have highlighted your feedback with the relevant department heads for their attention and review. I hope that this negative experience will not deter you from visiti...