QSM Presentation

Agenda

• Six Senses Case Study

Company Overview & Problem Statement

Six Senses Properties

Objectives

Methodology & Limitations

SWOT Analysis

Applying the Gap Model

Findings

Discussion: Recommendations

• Q&A
• Personal Reflections

Six Senses

A Sustainability Pioneer

• 5-star eco-luxury resort
• Established (1995)
• Acquired by IHG (2019)
• 18 hotels worldwide
• Pioneer in sustainable practices

Organic Growth Strategy

Decentralized operations leading to customer dissatisfaction in service quality

Objectives

Comparative study of service standards between two properties, find service gaps and ways to plug these

• Identify Key Service Quality Challenges and Successes
• Conduct Comparative Analysis of Service Recovery Strategies (SRS)
• Provide Recommendations

Methodology

Content Analysis

• Qualitative & Quantitative Data
• Confirmed Hotel Guests

Selected Properties

Brand service standards & customer service expectations Gap

Six Senses Douro Valley

Six Senses Koh Samui

SWOT ANALYSIS - Koh Samui

Strengths

Weaknesses

Brand Reputation

Location & environment

Architecture & Design

Staff & GEM

Eco-responsible & sustainable

Integrated Wellness Program

Thai hospitality culture

F&B price > value

Mosquitoes

Beach (Rocks)

Breakfast Variety

Opportunities

Threats

Technology Development

Labor productivity

Labor costs

COVID-19

Global Recession

Competitive Environment

Climate Change

Natural Disasters

SWOT ANALYSIS - Douro Valley

Weaknesses

Strengths

Location & environment

Facilities & amenities

Staff Service

Local culture

Restaurant design

Wines

F&B price > value

Inconsistent service standards

Accessibility to local resources more conveniently

Threats

Opportunities

COVID-19

Global recession

Competitive environment

Natural disasters

Raise brand awareness

Vineyards

Hikes and adventure trails

Six Senses Douro Valley

Gap Analysis

GAP I

GAP III

GAP II

GAP IV

• Deficiency in HR Policies
• Customers not fulfilling roles

• Absence of customer-driven service standards
• Inappropriate Physical Evidence & Service

• Insufficient relationship Focus
• Inadequate service recovery
• Insufficient communication between management and customers

• Inadequate management of customer expectations
• Inappropriate Pricing
• Over-promising

Food and wine too expensive | Noise disturbance during renovation

Customer Gap

Six Senses Samui

Gap Analysis

GAP II

GAP I

GAP III

GAP IV

• Deficiency in HR Policies

• Poor Service Design
• Inappropriate Physical Evidence & Servicescape

• Inadequate horizontal communication
• Inappropriate Pricing

• Insufficient Relationship Focus
• Inadequate service recovery

Food Variety | Mosquitoes | F&B Value/Price | Views | Staff | GEM

Customer Gap

GAP Findings

Douro Valley

Six Senses Samui

• Suites: Greater satisfaction
• No differentiation in service recovery
• Inconsistent response to complaints
• Layout is a concern
• Beautiful view & surroundings
• Helpful & attentive staff
• Different policies & standards
• F&B Price>Value
• Wrong verbiage used. Does not address all guest concerns.

• No relationship in product and complaint
• No differentiation in service recovery
• Inconsistent response to complaints
• No issues with maintenance
• Beautiful view & design
• Helpful & attentive staff
• Different policies & standards
• F&B Price>Value
• Profound & detailed responses

THANK YOU!