Analysis of Hotels Customer Services
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20009 Downloads I Published: 11 Aug ,2016
The hospitality industry is notoriously a difficult industry to step in. Focusing on customers will provide one of the best chances for success. Customers are considered the heart of industry which interprets that it is important to rely on quality of services to serve them the best. Customer service policies help in ensuring that such quality is maintained with assurance.
In the present report, the customer service policy persisting in the hotel is highlighted. The report covers the customer service policies which clients aspire. Moreover, it makes detailed discussions on how different type of communication be used for meeting the needs of customer's.
Customer service is an act of meeting the needs and desire of a customer by delivering professionalized, high-qualitative and great assistance before, during and after the customer requirements is fulfilled (Brady and Cronin, 2001).
The key characteristics of a good customer service are-
ASSIGNMENT HELP AUWe Aim At:
Since, the hotel is located in the center of town it is able to attract both domestic and tourists. The expectation of guest with the hotel staff is high and they presume that it holds courteous, helpful and friendly approach towards them (Karimi, Somers and Gupta, 2001). Apathy and complacence are prime motivators for guests to enhance the image of their business. The staff is considered to be the face of guests and it will often be the reason for reflection of the image of hotel.
Most of the hotel has their customer service policy which guides their strategy for sensing their customers wants. These policies will reflect the organizational values for its customers. The main aim of establishing such policies is to ensure customer satisfaction and value that it will want to return.
Customer service policies are drafted to communicate with its customers and know what it can expect exactly in terms of services from its business. These policies are very important to retain its customers (Parasuraman, 2002). Retained and referral customers are very important for a business to grow and sustain in a competitive business environment.
It has been seen that in the hotel there are two complaints which is prominently reflecting a bad image of them. These complaints are-
The feedback and complaints are widely addressed by adopting following customer service policy:
It has been seen that there are different type customers identified in a hotel (like bed & breakfast) or restaurant (like fine dining) or bar or casinos. Various types of customer are-
A human need is a state of self deprivation which is shaped by culture or individual personalities. They expect to be treated with respect, receive timely and professional assistance. L It also seeks to have a enjoyable experience during their visit at the hotel (Schmitt, 2011).
In a hotel business customer visit for satisfying their following needs-
In a restaurant, customer's needs can be to enjoy meal on a table of 4 person or more, expect playful are for children to enjoy and high chairs for babies or kids.
The questionnaire shall fulfill the several Attributes (reflecting service qualities) which are as follows:
There are generally two key methods of collecting information-
Type of Qualitative data
Choosing 3 policies from research
The 3 policies that needs reviewing and a deeper discussion are-
To enhance the communication system following technologies can be installed by hotel-
It can be concluded from the above report that customer service policies are crucial aspect which help hotel in meeting their benchmarks for providing quality service to its customers. It has been seen that quantitative method showcases more descriptive information than quantitative method. Furthermore,learning about the step by step we must know the proper assignment writing for learning the verbal, non-verbal and visual communication method has assisted the staff of hotel to exhibit more quality services. Lastly, the power point presentation has been highlight the role played as a manager in a restaurant for identifying the needs of customers and satisfying their needs.
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