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Customer experience management in hospitality PDF
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Added on 2021-02-20
Customer experience management in hospitality PDF
Added on 2021-02-20
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AN APPRAISAL OFGUEST SERVCESEXPEREINCE
Table of ContentsINTRODUCTION...........................................................................................................................1An appraisal of guest service experience....................................................................................1Requirement and application of guest service strategies and skills............................................5CONCLUSION
INTRODUCTIONservice industry is that industry where there is no manufacturing only providing services tothe customers. Service industry includes customer service, transport and food service. Marriotthotel is an American hotel which is providing hospitality services from 1927. Hotel is providingroom service with the excellent rooms and restaurant services with the excellent quality of food.Marriott is providing security to the customers of the hotel and proper security is maintained in therooms of the hotel. Marriott is also providing trans port facilities and with proper customer service.Report in consisting of an appraisal of guest service experience and strategies to improve the guestservices. Strategies would include feedback and reviews of the customers regarding the servicesprovided by the hotel. Customer satisfaction is a prime motive of the hospitality industry and aswell hotel Marriott. Report is consists of skills in the employees and training of the employeeswhich is provided to them by the hotel Marriott. Communication must be effective and immediateaction on problems and complaints of the customers. Employees of hotel Marriott are multitaskingand feedback provided by the customers are not neglected by the hotel departments.An appraisal of guest service experienceMarriott was founded in 1927 by John Willard Marriott with his wife Alice WillardMarriott in Washington. Hotel is giving 7 star facilities to the customers which includes roomservices and restaurant facility for customers. It consists of luxury hotels like JW Marriott hoteland The Ritz - Carlton. It also includes premium and classic hotels. There are various performance appraisal methods like assessment centre method whichincludes the assessment of the employees of the hotel. Through these methods' performance of theemployees would be evaluated and the capacity of the employees would be analysed. Behaviouranchored rating scale, it is modern technique of appraisal. It is consists about the behaviour of theemployees. Through this technique we can rate the employees and analyse the effectiveness ofemployees. Essay evaluation is a affordable way to praise employees, essay are written on theperformance of the employees which is consists of strength and weakness of the employee. Criticalincident technique includes the positive and the negative statement of the performance of theemployee. Through this we can give opportunities to the employees to overcome the weaknesses.rating scale technique is consists of rating given to the employees on the performance of theemployees and the performance is valued if it is 5 star rating. Human asset accounting method the1
employees of hotel which are an asset to the hotel, performance is calculated on the basiscustomers reviews and feedbacks.It is providing services like transport facilities, wide range of rooms for the customers. Hotel ishiring highly talented and experienced staff for customers.Customers andtheir Reviews or feedbackCustomer satisfactionCommunicationJob knowledgeSafetyFood and Beverage serviceDAVID CustomerService wassatisfactoryand i feel thatthe servicesmust beimprovedCommunication was effectivebut employeesare not active.Staff memberswere efficientbut i feel thatthe employeesare not havingknowledgeabout thehotel.Safetymeasures weresatisfactorybecause myluggage aswell as roomsof the hotelwere locked.Food was goodbut service wasquite slow .JOHNRoom servicewere not up todateCommunication was effectiveEmployees ofthe companywere notefficient.Safety was notgood at allbecause thingswere missingfrom myluggage.Food servicewas fast wewere not ableto finish thefood and otherorder wasplaced in frontof me.LUCYCustomerservice is goodandsatisfactoryCommunication was done butemployeeswere notrespondingimmediately.Employeeswere efficientand working asper the ordergiven.Safety was OKbecause thingswere Missingfrom the room.Food was goodbut need to beimproved.KARENCleanlinessand hygieneCommunication was efficientEmployeeswere notSafety wasgood but needfood andbeverages2
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