Complete 9 pages APA formatted article: Critical Service Points in the Service Encounters. They tried to discriminate us from other customers. On the other hand, the manger was an understandable person who knows the importance of treating all customers equally well for the development of the business. He tried to settle the issues rather than complicating it. Thus, the manager’s behavior generated a good impression of the hotel in our minds. Moreover, the manager had shown high levels of maturity and responsiveness while attending our problems and settling it (Shiqi: Service Industries Marketing Blog 1)

My second experience Palazzo Versace Hotel, on the Gold coast is also generated mixed feelings about customer services in the hospitality industry. I encountered the best and worst customers’ service experience from this hotel at the same time. The check is has been taken more than half an hour which should be avoided to satisfy the visiting customers. The person who is in charge of the check-in operation was getting a lot of phone calls and hence the customers forced to wait for a substantial period of time to find out their rooms. However, customer service after the check-in process was satisfactory and outstanding. In short, the reception at the entry-level was poor whereas the rest of the services were excellent. The receptionist and the welcome staff in this hotel need more training and empowerment. However, the rest of the services were outstanding (Shiqi: Service Industries Marketing Blog 2)

Customer servicing is the most important thing in any business in the modern era and the hospitality business is not an exception. Marketing activities in the service industry in the past concentrated mainly on the canvassing of customers at any cost. In order to attract customers to hotels and restaurants, marketing executives provided fake offers and attractions to the customers. They concentrated more on attracting the customer rather than servicing the customer.