Marketing Strategies for Pegasus Apart'Hotel

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Table of Contents
Part A...................................................................................................................................3
Brief about Pegasus Apart’Hotel.....................................................................................3
Methods used to obtain information on customer feedback............................................3
External and internal environment...................................................................................4
Hotel Accommodation Survey.........................................................................................4
Summary of the feedback and recommendations............................................................5
Staff Briefing template.....................................................................................................5
Part B...................................................................................................................................6
Customer service policies and procedures.......................................................................6
Grooming Policy..........................................................................................................6
Presentation Policy......................................................................................................7
Customer Complaints Policy.......................................................................................7
Communication to staff...................................................................................................8
Communication to customers..........................................................................................8
Customer service monitoring...........................................................................................8
Part C...................................................................................................................................9
Methods for problem identification.................................................................................9
Areas for improvement....................................................................................................9
Change documentation....................................................................................................9

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Feedback........................................................................................................................10
Evaluation......................................................................................................................10
References..........................................................................................................................11
Appendix............................................................................................................................12

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Part A
Brief about Pegasus Apart’Hotel
Pegasus Apart’Hotel is a four-star hotel located in Melbourne Central District, Australia
featuring as one of the best hotels in the hospitality industry (Pegasus, 2018a). Established in
2012, Pegasus Apart’Hotel offers a wide range of modern amenities to its customers and aims at
making their stay comfortable and memorable. The hotel is set in the heart of the Melbourne city
and well-known attractions within its close proximity which makes it a suitable location for
people who want to explore the city. Pegasus is well suited for all types of travelers providing
them various options for accommodation such as two-bedroom suites, Studio Queen/Twin,
Family/Triple and a collection of family suits including theme children’s bedroom equipped with
a kitchenette, fine dining area, and an intimate living space. Along with the comfortable stays
within the hotel rooms, Pegasus provides indoor pool, a Jacuzzi, a free Wi-Fi connectivity, an
indoor gym, as well as meeting rooms for Corporate arrangements (Pegasus, 2018b).
Methods used to obtain information on customer feedback
Pegasus is perfect for students, families, professional travelers, and senior citizens as well
needing a home away from home. Since Pegasus considers guest satisfaction as top priority, it
aims at providing the guest experience promised and continuously makes innovative efforts to
boost guest satisfaction ratings. The hotel makes use of both formal and informal methods to
obtain information on customer needs, expectations and satisfaction levels. In the formal
methods, Pegasus uses Direct observation, conduct surveys, ticket management system in the
backend to track customer feedback and conversing directly with the customers to know about
their experience and stay in the hotel. The informal methods include the use of social networking