Hotel Service Industry Customer Satisfaction Analysis

This assignment focuses on the service industry, using Glenmore Hotel as a case study. Students are required to evaluate current services, identify customer needs, analyze issues causing low satisfaction levels, and propose solutions to improve performance. The goal is to create strategies that enhance customer experience, increase brand image, and capture a larger market share.

Academic and Professional
Skills

Table of Contents
INTRODUCTION...........................................................................................................................1
Main body...................................................................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Professional and academic skills is one of the important concept for an individual which
helps in providing better services to the customers in order to get better satisfaction level by
them. Every service sector industry provide quality services to their clients to retain them for
long time period. In this aspect hospitality industry face various issues which reduce quality and
provide poor facilities to their customers. For this business organization use various procedures
and steps which aid in improving overall performance of the company and its facilities (Boud
and Brew, 2013). Getting better satisfaction is more important for hospitality company to
enhance their productivity at market place which leads in attracting large numbers of audience in
effective manner. Present report is based on Glenmore Hotel which is relate with hospitality
industry ion which they wants to expand their business operations in various location. Form the
past three year various complaints faced by the company and now management wants to improve
all the process before their expansion of the business. In this various principle is also include
which relate with improving customers experience and also use as well as follow effective
procedures to achieve better solution for overcomes in effective way.
Main body
Customers experiences is one of the important concept in which an individuals define
their feedbacks after using as well as consuming company products and services. In this process
an enterprise put their efforts to provide better satisfaction to their potential customers which
leads ion enhancing overall performance and goodwill in front of market. Better customer
satisfaction provide positive image and long term benefits in which company improve their
operational process before expanding their activities. For this Glenmore Hotel use various
principles which is related with the customers experience to satisfy customers demand by
delivering quality services. Customers experience is one of the important aspect of for the
company in which it is important duty for the company to satisfy the clients needs. In this
process interaction is more important with customers and business which helps in determining
their expectation from the enterprise (Customer principles, 2017). Along with this experience of
customers is also linked with the business spending in which they easily improve their services
which leads in getting better satisfaction. All these are important principles which helps in
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improving the experience of the clients so that it is important responsibilities for the manager to
analysis of the services which offered by Glenmore Hotel.
Along with this various complaints of Glenmore hotel is also define which helps in
improving all the services so that customers complaints can be eliminated (Carberry, Lee and
Swan,2013). Manager also analysis the impact of complaints on the products and services which
is directly related with the profitability level of the company. In this context there are some
complaints defines with better solution are as follows: Wi-Fi was not working in hotel rooms: In this Glenmore Hotel collect feedbacks from
its customers in which they get that Wi-Fi is not good in the rooms which hamper on
customers experience. For reducing the customers complaint about the internet facility
company provide better as well as fast internet connection in all the rooms so that
customers get positive experience towards the hotel and its services. Non cooperative staff members: It is also a major issue which faced by the Hotel due to
non cooperative workforce in which some time they are not respond to the customers so
that clients get aggressive and dissatisfy with the hotel services. For resolving this
manager of the company organize better training and development programs to their
employees and provide them guidance that how to attend and behave with customers
which leads in quickly respond to the customers (Danielson, 2011). Lack of indoor games: It is also a biggest issues from the customers due to less indoor
games in the Glenmore Hotel which impact on customers experience negatively because
they get bored with they games and sounds. For resolve this manager discussed with top
management to build better place for some indoor games in order to make positive
experience of the customers. Inefficient quality of food products: In this context Hotel get number of customers
complaints regarding the food quality which is offer to the customers. For example some
time hotel fails in providing better quality in food services which create issue in clients
mind. For resolve this kind of issue manager of the hotel focus on their food quality in
order to provide better and healthy services to get higher satisfaction. In this manager
also include waiter services so that they serve best services to their customers in order to
get their positive experience (Oakland and Harrison, 2011).
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 Layout of room and room facilities: Some time customers do not like interior of Hotel
rooms because of its services which negatively impact on customers experience.
Customers give their feedback that they do not find towels and another services at
specific place which make increase dissatisfaction level of the customers (Passow, 2012).
For resolve it manager of the Hotel provide all the things at specific place in order to get
higher satisfaction from its clients in effective manner.
All these are major complaints which is related with the services and facilities offered by the
Glenmore Hotel to their customers. For resole all these problems hotel use effective procedures
which can be understand by various elements are as follows: Treat every customers as a VIP: It is one of the effective and important step which is
used by Glenmore Hotel in their process which helps in influencing the customers to visit
again and again. It is because they treat their customers as a VIP so that they feel special
and gain positive experience. In this Hotel give effective guidance to the employees so
that they effectively give more attention to their clients and give respect for every
individuals which largely impact on customers satisfaction level. It increase number of
loyalty of customers towards the hotels and reduce the negative complaints of customers
due to effective treatment. Create healthy and positive environment for new employees: It is one of the important
process which must provide by the Glenmore Hotel to their employees so that all the new
workers feel comfortable and put their strong efforts within their task to achieve better
results. Better working environment helps in improving performance level which directly
aid in reducing the customers complaints in effective manner. Continuous update technology: It is also important that new and advanced technologies
should be used by Glenmore Hotel in which they easily produce quality services and also
serve their to its customers. In this hotel use better technologies like property
management system for check-in and check-out process which will helps in saving time
of employees and customers as well (Wasik and Hindman, 2011). Adoption of new
technologies helps in improving overall performance of the company at market place. Take measure for customers service performance: Continuous efforts id one of the
important process for Glenmore Hotel in order to address all the request of the customers.
If hotel is more able than they easily improve their profitability level. For better results
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hotel also provide better training and development programs to their workforce so that
they easily handle all the customers and provide them quality services as per their
requirements.
 Tie workers actions with overall performance of hotel: It is also an effective procedure
which defines overall performance of the business which improve by the workers
performance in effective manner. In this manager of the hotel use motivational theories to
motivate employees which leads in increasing performance level of the workers so that
they easily satisfy their customers by providing better services (Raju, 2014).
All these are more effective procedures which used by the Glenmore Hotel to reduce the
customers complaints and increase their satisfaction level in most effective manner which helps
in improving overall performance level at market place. With the help of solving all the issues of
clients Hotel easily capture larger market share and also increase their brand image in customers
mind.
CONCLUSION
From the above mentioned report, it can be concluded that service industry provide
various featured services to their customers on the basis of fulfilling their needs and wants in
most effective manner. Because satisfied customers always retain in the company which improve
overall performance of the company in most effective manner. For attain higher satisfaction level
by the customers it is important for the manager to evaluate and identify their needs and provide
them services accordingly so that they easily fulfil their needs effectively. Manager also identify
the reason behind the problems in which they performance for resolve all the issues in systematic
way. Along with this, management of Glenmore Hotel evaluate and follow effective procedures
in which they attract large number of customers by satisfying their needs. Various aspect also
identifies by the manager which include in value of customers experience in order to get their
higher satisfaction by providing better services.
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REFERENCES
Books and journals
Boud, D. and Brew, A., 2013. Reconceptualising academic work as professional practice:
Implications for academic development. International Journal for Academic
Development. 18(3). pp.208-221.
Carberry, A. R., Lee, H. S. and Swan, C. W., 2013. Student perceptions of engineering service
experiences as a source of learning technical and professional skills. International
Journal for Service Learning in Engineering, Humanitarian Engineering and Social
Entrepreneurship. 8(1). pp.1-17.
Danielson, C., 2011. Enhancing professional practice: A framework for teaching. ASCD.
Oakland, T. and Harrison, P.L. eds., 2011. Adaptive behavior assessment system-II: Clinical use
and interpretation. Academic Press.
Passow, H. J., 2012. Which ABET competencies do engineering graduates find most important
in their work?. Journal of Engineering Education. 101(1). pp.95-118.
Raju, J., 2014. Knowledge and skills for the digital era academic library. The Journal of
academic librarianship. 40(2). pp.163-170.
Wasik, B. A. and Hindman, A. H., 2011. Improving vocabulary and pre-literacy skills of at-risk
preschoolers through teacher professional development. Journal of Educational
Psychology. 103(2). p.455.
Online
Customer principles. 2017. [Online] Available
through<https://www.liveworkstudio.com/articles/service-principles-guide-customer-
experience/>./
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