The hospitality industry provides the best services to its guests to increase satisfaction and maintain business success. A set of standards, behaviors, preparation, and exceptions are the secret weapons of services that help to create reputable results in any situation. However, systems and standards are the essential weapons of services required in hospitality services. Evaluating the appropriate standard and work as per the requirement allows to stay in the right stage and keep on the eyes of the guest to secure there are no faults. On the other hand, service systems are the action or sets of activities that effectively develop guest experiences. This article covers the services' secret weapons and five service systems' different recovery models to get benefits and recommendations for the customer experience failure.

The five Service systems 

Preparation

Preparing for an excellent service experience through the delivery system such as training, evaluating the standards, proper product knowledge, technical enhancement, and building YES culture is required. Preparing through an excellent service experience allows providing the delivery process. Managers and leaders must provide the proper training and evaluate the exemplary standards for technical enhancement. Allocating the resources and developing all the areas per the mission increases the guidance of employees working. Preparing from the beginning allows the hotel to produce the most effective services. 


Execution

Different systems are helpful for the employees to maintain effective interaction and contentious development for the prominent level of services. For instance, the Ritz-Carlton hotel provides the budget for the employees to retain and use on the 4s framework. Stop, stand, smile, and offer are the guidelines of the 4s framework. Executing them from the beginning offers the right solution and is helpful for the employees to fulfill the organization's goal. 



Guest preference and experience tracking

An effective system for enhancing the guest experience by making it personal to their needs is required for the service. For example, Ritz-Carlton hotel talks globally with their guest about their preferences and experience improvements. They evaluate the guests' preferences, which allows the Ritz-Carlton hotel to increase the guests' sense of wonder. Guests are the primary factor of the service experience and evaluating them following the execution process increases satisfaction. Considering the guests' preferences by satisfying them with the right approach is also helpful for the experience process. for example, moreover, the Ritz-Carlton hotel tracks the experience of the guests to fulfill all their needs effectively. 



Recovery

Handling effective recovery helps to resolve things that have gone wrong. Disney follows the four quality standards to address the issues. For instance, the straightforward emergency process of Marriott Hotel consists of the immediate efforts of all the staff. Following the recovery, the framework helps enhance Marriott Hotels' service delivery process. Different models are used to recover from the service issues. If any guests are dissatisfied with hotel services, they can complain about the problems. Later, evaluating the issues and recovering them using the models are helpful for continuous improvement. ARFFD, AREC, and LEARN are the most common models. Apologize, review, fix & follow up, and document are the acronym of the ARFFD model. Marriott hotels use this model to maintain their service recovery process. Using this model helps enhance the service recovery issues faced during the operation. 

Whenever guests complain about issues, Marriott hotel apologizes to the customers initially. This helps to ensure customers' satisfaction levels and visits in the future. Reviewing and fixing the topic with the documentation process creates a different relationship with the guests, giving proper improvement. Effective reviewing of the problem reduces the gap in the customer satisfaction level process. Hence, it automatically develops the customer satisfaction process in the right direction. 


Continuous improvement

This is the system of making all the services encounter better than the last process. Continuous improvement focuses on the five tracked defects, such as mistakes, rewards, breakdowns, inefficiencies, and variations in the work process. Every hotel manager must evaluate the errors and record them if there is any defect in the working process. For instance, Marriott hotel ensures it aligns with the shared vision and measures of success as a part of the continuous improvement process.