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Why Dorsett?
5 Hotel in Labuan
World Luxury Hotel Awards
2014
Business Hotel
Previous Experience
Unique Service Culture
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 & 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