Evaluation of Customer Service Practices and Policies of Britannia Hotels

This report evaluates the service practices, policies, and service quality vision of Britannia Hotels. It also covers the procedures for complaint handling and service guarantees. Recommendations for development and improvement of customer service are provided.

Customer services

Table of Contents
Introduction .....................................................................................................................................3
Main Body.......................................................................................................................................3
Evaluate, analyse the service practices, policies and services of Britannia Hotels.....................3
Service guarantees and complaint handling procedures of Britannia hotels...............................5
Recommendations......................................................................................................................6
Conclusion ......................................................................................................................................8
References .......................................................................................................................................9

Introduction
Customers service is an act of company that helps them in supporting customers. It is
important for the company to make sure that the customers of the company are not facing any
problem in context to the products and services of the company. It is important for the
organisation to provide best in class services to their customers as it will help them in fostering a
good and lasting customer service relationship. It refers to the interaction point of company and
the customers of the company. Customers nowadays expects premium quality services from the
company and personalised experience from the company (Djelassi, Diallo and Zielke., 2018). In
context to Britannia Hotels, the company is having around 61 hotels all over UK. The company
was founded in the year 1976 by Alex Langsam. The company is headquartered in Hale Great
Manchester, England. In this report, information about the practices, policies and service quality
vision will be provided. Along with this the procedures of the company for compliant handling
and service guarantee. The report also covers some recommendations for development and
improvement of customer service.
Main Body
Evaluate, analyse the service practices, policies and services of Britannia Hotels.
The aim of hospitality industry is to provide best in class services to their customers and
to make sure that their customers are satisfied with the services of the company. It is important
for the companies to make sure that their customers are employees are working effectively and
efficiently as the quality of the services will be based on the services provided by the respective
employee. Services that the company is providing to their customers are as follows:
Conference rooms: The company is offering conference room facilities to their
customers. The company is offering 4 conference rooms which can serve around 200 delegates
(Rusu and et. al., 2018, September). It can serve food and beverages services along with
accommodation services to their guests and can provide other amenities as well. It will be
beneficial for company to serve a large amount of delegates as it will help them in marketing
their other services as well.
Pet friendly: The company allows pet in the rooms but up to a limit of 3 pets at a time
only. The only restrictions they have on pets is that they are not allowed in the bar and restaurant
area of the hotel. It is important for the hotel to create an environment in which other guests are

also comfortable and are not getting disturbed because of guests who are carrying their pets
along with them.
Rooms and accommodation: It is the primary services of the company in which they are
providing accommodation facilities to their guests. It is important for the company to make sure
that their guest are receiving best room services and are not facing any problem (Alola and et. al.,
2019). The housekeeping department of the company makes sure that the stay of the guests are
delightful and they have experienced the best services. It will help the company in retaining their
customers and in creating a loyal customer base.
Food and beverages: The food is served by Jenny's Restaurant for the guests of the
hotel. The hotel has their own pizzeria which has a wide menu for guests to choose from. The
hotel has 4 bars which can vary to the mood of customers whether they want a part lights or need
to enjoy their drinks quietly. The hotel also provide service of en-suite bedrooms which has the
facilities of tea and coffee making machines which provides a better stay to customers in their
room.
Car parking services: As the location of the hotel is at one of the best locations of the
country which is Portland street, it offers a parking service a local car park (Mukherjee., 2018).
The company also provide valet parking services to their guests which is a part of providing
exceptional services to their guests.
Policies of Britannia hotel
Company's commitment: The Britannia Hotel is committed to ensuring that their guest are
getting exceptional quality services and are experiences the best hotel services (Balaji and et.
al., 2018). They are consistent with the principles of dignity, equality and independence.
Communication: The company provide training to their employees which helps them in
reaching to an understanding about how to communicate with customers and provide
recommendations to them by understanding the needs of the customers.
Assistive devices: The company use devices which can provide information as well as
knowledge to their customers about the services that the company is offering (Regev and et. al.,
2020). The guest can deal with these assisting devices which can help them in getting better
knowledge about the surroundings as well.
Support person: The company is committed to provide personalised and best in class services
to their guests and which is the reason why they provide a service person to their guest start

from the check in of the customers whose aim is to make sure that the specials services
requested are provided by the customer are met and the services area according to the details
provided by the customers.
Service quality vision of Britannia Hotels.
It refers to the expectations of the company from their employee. It is important for the
organisation to create a internal code of conduct which can clearly define the expectations of the
company from their employees (Siqueira and et. al., 2020). It will help the company in creating a
workforce which can help them in working according to the goals and objectives and will also
provide satisfaction to their customers. In case of Britannia Hotels, the company make sure that
they are working in order to fulfil the expectations of the customer and are provide services
which are exceptional. The company make sure that the employees are flowing a proper code of
conduct and are behaving in professional manner in front of the guest. The company expects that
their employees are properly groomed and are only following the instructions provided by the
customers without providing recommendations and personal views until and unless asked for
(Lihua and et. al., 2019, July). The company expects that the services requested by the customers
are reaching to them within specified time and without any delay. It helps the company in
satisfying the customers and will also make sure that the company is able to retain their
customers.
Service guarantees and complaint handling procedures of Britannia hotels.
The hotel seeks to maintain the quality of their services and to enhance the reputation of
the company. It is important for the organisation to create a compliant handling procedures
which will help them in providing satisfaction to the customer as their aim is to provide best in
class services to their customers. It provide an opportunity to management to improvise and
being responsive towards the needs and concerns of customers.
The complaint handling process of Britannia Hotels
Register and acknowledge: The first step is to register the complaint of a customers and
to provide complaint reference number for further communication (Sajjanit and Rompho., 2019).
The reference number will provide assurance to the customers that their complaints have been
registered by the company and they are going to take actions now. Now the second step is to do

initial review which will help the company in understanding the actual problem faced by the
customers and what the complainant is all about.
Record: Another step is to record the complaint and the information collected by the
company after the initial review made by them. It will help the company in understanding the
scenario of the situation and will also be used for future references when the investigation goes
ahead. At this stage the company communicates with the customer about the problem they have
faced in detail. It will help them in understanding the point of view of customers and will make
sure that the company is able to create a base for investigation to the customers.
Investigate: Another step is to investigate the matter properly keeping all the details in
mind. It will help them in finding the actual reason behind the problem and will also make sure
that the company find a closure to the problem. While investigating the matter it is important for
the company to keep all the details provided by the customer in mind so that they can review all
those details. The investigation must be done properly in order to maintain the trust of people.
Respond: It is important for the company to respond to the complaints of the customers
in a proper way. The customer may get offend while talking to the customers service executive
and it is important for the employees communicating with the customer to providing clear
information and to make sure that the customer is understanding the matter properly (Wang.,
2019). In addition, if the aggrieved party is customer then they can offer other benefits to their
customers such as gift vouchers and additional services as a compensation or as an apology for
the mistake.
Improve: at thus stage the company makes sure that they are not repeating the same
mistake in the future. The respective company needs to ensure that action is taken to improve
various areas which lead to consumer unsatisfactory. In addition to this the top management
needs to be involved in the complain handling process at the Britannia Hotel so that past
mistakes are avoided and effective services are offered by the company in the future.
Recommendations
 The company needs to recruit highly skilled an experienced consumers in every
department so that consumer compliance are handled effectively. This is justified
recommendation as resolving consumer problem is an important element of providing
consumers effective services and and improving their satisfaction.

 Britannia Hotel neds to give their employees training to improve their emotional
intelligence. This recommendation will hep the company prepare a workforce who are
able to deal with every type of consumers and manage consumers from different cultural
backgrounds effectively (Stickdorn and et. al., 2018). The justification for this
recommendation is that netter emotional intelligence will empower the staff to handle
different types of situations easily and resolve consumer problems in an empathetic
manner. This will lead to the consumer feeling valued and will increase consumer
retention.
 Britannia Hotels needs to invest in improving their digital technology infrastructure. This
is because it will help the company ensure that the employees are able to communicate
with each other more effectively and manage consumer complaints and queries more
quickly (Pallant., Sands and Karpen., 2020). The justification of this recommendation is
that it will increase responsiveness of the firm which will contribute to enhanced
consumer service at the Hotel.
Britannia Hotel is recommended to utilize latest technological equipment for ensuring
maximum hygiene at the company. This will help the respective firm offer consumer better
hygiene and improve their satisfaction. This is justified recommendation as cleanliness is one of
the main factors which contributes to create exceptional consumer experience for hospitality
guests.
It is important for the organisation to make sure that they are able to satisfy the needs of
the customers as it will help the company in creating a loyal customer base and will also help
them in attracting new customers which can provide an opportunity to the hotel to increase their
reputation.

Conclusion
From the above report, it is concluded that in order to retain the customers of the hotel, it
is important for the hotel to make sure that their services are up to the expectations of the
customers. The hospitality industry's aim is to satisfy the needs and demands of the customers by
providing exceptional services to their customers. The service policies and procedures are an
important aspect for the company while providing services to their customers. Following a set
procedure will make sure that the company is working up to the standards and are fulfilling the
needs of the customers. Along with that the the compliant handling procedures of the company
will not only help the company in identifying the root of the problem but will also make sure that
the customers are building trust on the company and its services.

References
Books and journal
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Djelassi, S., Diallo, M.F. and Zielke, S., 2018. How self-service technology experience
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Lihua and et. al., 2019, July. Prediction on Payment Volume from Customer Service Electricity
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