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Improving Customer Satisfaction in Hotels

   

Added on  2020-03-01

7 Pages1524 Words63 Views
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Running head: SERVICE MARKETING1Service MarketingStudent’s Name:Institutional Affiliation:A flowchart showing the frontstage and backstage operations of Hotel Pacific
Improving Customer Satisfaction in Hotels_1

Service Marketing2Frontstage operationsBackstage operationsFront office managerSwitchboardoperatorReservationstaff ReceptionstaffGuest staffBell staffConcierge GuestservicesCommunication Reservation Reception Accounts Chef’schamberWashroomLockerroomLaundry roomStore
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Service Marketing3IntroductionThe customer’s experience has an impact on any given service industry. The first impression or experience a customer gets decides the success and future of the brand. Generally, various brands are judged on the basis of service encounters and instances when the customers interact with the company (Chang, Chen & Lan, 2013). This being said, the service organizationsshould improve or find new ways of pleasing the customers. This is important especially in caseswhere the service company interacts with the customers. Moreover, the company should take advantage of this ideal opportunity and ensure the customers are impacted positively. This paper focuses on the impact of services in the hotel industry by taking a look at Hotel Pacific in Australia. Also, this paper will explain how service encounters impact the operations of a business and how the management can get involved. Service encounters may be described as a set of emotions displayed by customers after judging the service quality of a given company. The customers make the judgments based on their experiences and how they are handled. Proper management of several factors translates to customer satisfaction and eventual business success.Significance of Service EncountersThere are various processes a customer has to go through when checking in at a hotel or any other service industry. The flow chat shows the various stages in details. In some of these processes, the customer has to get directly involved while in some the customer is not directly involved. In both cases, the management has to be effective and ensure that the services they give to their customers are the best in the market (Coelho & Henseler, 2012). The managers haveto make sure that their services are well-designed and capable of putting a smile on the customers’ faces immediately they enter the hotel premises. The emotional feelings that
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