Tricia's Journey

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 seeing a  positive

Dear Mrs. Rebekah Trauman, Thank you for you feedback regarding your stay in our hotel. I sincerely apologize for the inconvenience that you experienced while staying with us. We always strive to provide the best service to our guests and we regret that you had a less than satisfactory experience. We have reached out to the relevant departments involved and we will take the necessary actions to ensure this does not happen again. With regards to the breakfast issue, we are sorry for the miscommunication and we will refund you the amount within 30 days. I want to thank you again for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of the process. Should you need any help in the future, please do not hesitate to contact us again, as i will be very happy to assist you with anything that you need. Sincerely, MSS Hotel