Comparing Customer Service Practices and Policies in the Hospitality Industry

Customer service 1

TABLE OF CONTENTS
INTRODUCTION......................................................................................................................3
Comparing the customer service practices and policies and the service quality vision with
its competitor..........................................................................................................................3
Comparing the hotel’s service guarantees and the complaint handling procedures..............5
Recommendation for developing improved customer focused services................................6
SUMMARY AND CONCLUSION...........................................................................................7
REFERENCES...........................................................................................................................8

INTRODUCTION
There has been an increase in the competition in the entire economy and mainly in the
hospitality and hotel industry. Hotels in order to remain and survive in the marketplace has
put more emphasis on the meeting up with the exceeding customers requirements and
expectation. Hotels are required to provides superior quality of services in order to
differentiate themselves from their competitors and improving the brand image of the hotel.
In this report, Premier Inn London Putney Bridge hotel is taken as an organization. This
report provides an insight on the customer service practices and the policies which are being
followed by the hotel in comparison to its competitor and is service quality vision. Along
with that, it also provides information about how the organization’s handles the services
guarantees and the complaints of its customers and the ways through which the organization
can improved guest satisfaction level..
Comparing the customer service practices and policies and the service quality vision with its
competitor
There are various types of customers service practices which are being provided by
the organization’s in order to attract ore customers towards it. Below is the comparison
between the Premier Inn London Putney Bridge hotel and the Hotel Marriott in respect to the
various customer related practices and policies implemented by them.
Customer service practices and policies
Premier Inn is a chain of British hotel having over 800 hotels and is the largest hotel
brand. This company has focused on continuously monitoring the changing needs and wants
of eth customers and along with that it has analysed and prepared themselves in such a way
that they can easily meet up with the expected requirements as well (Hole, Pawar and
Bhaskar, 2018). The organization has collaborated with various types of hotel of different
level from small to premium in order to meet with all the expectations and desire of its
customer. In contrast to it, the hotel Marriott has been working continuously in ensuring that
it meets up with all the needs of its customers. It provides rooms to its customers based on
their desire along with the attractive benefits which distinguish it from other hotels.
In terms of practices, the staff of the Premier Inn has provided with all the required
skills and knowledge which helps them in effectively handling their guest, the customer
service of the company reflect the complete corporate culture of the organization which is not