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...

Dear Prof. Blackstone and classmates, In this blog post, I will be sharing about my experience on an interpersonal communication issue I faced while working in a spa back in 2016. This issue involved my supervisor back then who I shall address as Ms. D and myself. It was only my first week at the spa as an intern and I was already asked to use the booking system after an intensive training. The spa was already lacking manpower and it was a busy season.   Additionally, I had no prior experience dealing with spa operations or let alone any hotel job experiences. Ms D was a supervisor who had extremely high expectations of all the employees in the spa and a “non-nonsense” person. As I was a newcomer, she paid no attention to me or the other intern leading to us being pretty guarded when she was around. On this particular day, the spa was extremely busy with limited time slots and one of the therapists had to go for a later break at 8pm when the usual break time is before...

T o: Mr. Blackstone From: Swathi Ramesh Subject: CPD 2 - Self-introduction and Expectations Dear Mr. Blackstone, I am Swathi Ramesh, a second year hospitality business student at Singapore Institute of Technology (SIT). Through this email, I aim to introduce myself and address my expectations for this CPD 2 module. I enrolled into SIT in 2017 after graduating from Republic Polytechnic with a diploma in Wellness, Lifestyle and Spa Management. I had limited options available with my ‘O’ levels results and decided to do something related to hospitality. During the course of my diploma, I had worked in retail outlets like Smiggle and Lovisa as a part-time sales assistant. My first hospitality job experience was with Banyan Tree Spa, Marina Bay Sands for my polytechnic internship. I was also offered a full-time position upon graduation. This opened my eyes to the hospitality industry in Singapore, and I discovered my interest in hotel management. Pursuing a degree was...

Warm Greetings Everyone! My name is Swathi Ramesh and the usage of this blog is intended for my Career & Professional Development Module in Singapore Institute of Technology. Thank you.