Evaluation of Customer Service Practices and Policies of Britannia Hotels

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