Customer Services: Identification and Comparison of Two Hotel's Customer Service Practices, Policies, and Service Quality Vision

This article discusses the identification and comparison of two hotels based on their customer service practices, policies, and service quality vision. It also provides recommendations for improving customer-focused services and achieving growth and success as a guest relation manager.

Customer Services
Part 1

Table of Contents
INTRODUCTION ..........................................................................................................................3
1: Identification and comparison of two hotel’s customer service practices, policies and
service quality vision...................................................................................................................3
2: Identification and comparison of the two hotel’s service guarantees and complaint handling
procedure.....................................................................................................................................5
3. Recommended the appropriate customer focused services and improvisation to satisfy their
guests to achieve growth and success of the company as a guest relation manager. ................6
CONCLUSION................................................................................................................................7
References .......................................................................................................................................9

INTRODUCTION
Customer services is a direct interaction between a customer and staff members. A good
customer service provide attentive, timely, and proper services to a customer so that there needs
are met in a proper manner. It reflects a good environment and positivity in the company. It is
also necessary to make sure that all needs to met in an appropriate manner. Hospitality industry
is a broad category of fields including good customer services and efficient quality. Double tree
by Hilton London Greenwich is a three star hotel of United Kingdom famous for its well
maintained environment and behaviour of their staff members. The following discussion are
divided into three parts. The first part include comparison of two hotel's based on customer
service practices, policies and quality report. Further it includes two hotel's comparison based on
service guarantees and customer handling procedures. Along with this, the report suggest
recommendations to improve the customer services and provide satisfaction with the best of
ability (Van Thanh and et. al., 2020).
1: Identification and comparison of two hotel’s customer service practices, policies and service
quality vision.
Double tree by Hilton London
Greenwich
Ibis London Greenwich Hotel
Vision Double tree by Hilton London
Greenwich is one of the
famous hotel in United
Kingdom. It has 4.0 star rating
and famous for its staff
behaviour and well maintained
environment.
It is an economy London hotel,
located in the historic centres
of Greenwich and close to
Maritime museum. Relaxing in
the bar, light meals and bar
snacks are the popular
attraction of the hotel. The
vision is to have a potential
and sustainable development
further.
Mission On the basis of customer
services, the hotel always take
The mission of ibis hotel in the
customer services is the most

care to provide best customer
services so that needs and
desires of the consumers
always satisfied. But after the
COVID-19 pandemic,
customer services have been
completely demolished. The
hotel receive repeated guest,
poor workforce of their staff
and lack of customers and
employees. Even after the
Covid 19 pandemic, the
mission of this hotel is to
provide the best services to the
consumers.
sorted one because they
always analyse their data and
improve their functions so that
growth will always achieve.
Even at the time of pandemic,
the hotel receive lack
customers but managers and
leaders initiate with rewards
and incentives to attract their
employees.
Values  Values including in this
hotel are excellence
which suggest that the
hotel needs to drive
through innovations
and creations.
 Commitment and
dedication are such
type of values which
has been created for all
the stakeholders.
 The employees have
been suggested that
they work with fun and
enlightenment effects
 The values which have
been included in the
Ibis hotel are franchise
that shows numerous
hospitality organisation
in domestic and
international franchise
expansion.
 The care is responsible
for all the guests and
environment which
includes existing and
potential. Community
and people.

in the organisation.
Customers services is the act that includes taking care of the customer needs and services
by providing and delivering professional, high quality and satisfaction. Double tree by Hilton
London Greenwich is one of the famous hotel in United Kingdom. It has 4.0 star rating and
famous for its staff behaviour and well maintained environment. Another competitive hotel in the
streets of London is ibis London Greenwich hotel. Comparison has been listed below which
shows the two hotel's customers service practices, policies and service quality vision.
On the basis of the role of guest relation manager, As a post of guest relation manager,
there is a need to reorganize the guest relation department by modify the structure of customer
services. Such as greetings all the customers when they arrive, coordinate with customer check-
ins, help them in providing the best facilities, respond them with the best behaviour and provide
them multiple cuisine with good taste. Whereas, Even in 2020, the hotel gets good ratings in
customer services. The role of guest relation manager is simply to keep a check on their staff
members whether they are providing good service or not on a regular basis. Guest relation
manager generally do not have to modify their organisational structure but they should focus on
giving the best customer services to achieve growth and success.
Maintaining a good standard, Due to Covid-19 pandemic, standard of double tree by
London Greenwich is completely reduced. Customers are avoiding to go their due to its low
customer services. Also the hotel is located in a good area where there is a need to maintain a
high standard of hotel. As a guest relation manager, I would like to provide high guest facilities
at reasonable rate to increase popularity of the hotel. Whereas, ibis London Greenwich hotel
always maintains their good quality service. They maintained their good standard even at the
time of Covid 19.
Policies which needs to be implement by the hotel in improvising their customer services
is to strictly avoid smoking at their hotel rooms and outer area. There is a need to make a small
room in which people can able to smoke. Even there must be policy in cost effectiveness or
schemes to attract the customers. Suppose if customer is taking luxury room then he will get a
compensation of 40% in his next visit (Zhang and et. al., 2017). Whereas, ibis London
Greenwich hotel needs to build their maintenance. There is a need to include filter changes,
water leak checks and damper adjustments to increase their daily maintenance. These
components are useful to build a healthy environment in future (Balco and et. al., 2017).

The above discussion concludes that to achieve growth of the hotel, there is a need of
good policies, customer practices and service quality vision so that customers will gain
maximum satisfaction for the hotel. Double tree by Hilton London Greenwich have been unable
to provide customer services at the time of Covid 19 due to which ratings of the hotel is going
downward.
2: Identification and comparison of the two hotel’s service guarantees and complaint handling
procedure
Service guarantees of a customer are a part of customer service strategy and it is simply is
a complex process. It states that by delivering the service guarantees, customers entitles with one
or more form of compensation in terms of refund and credits. Complaint handling procedure
refers to examine the feedback of customers and resolve customer issues in a fair, timely and
efficient manner. It helps to ensure that complaints are deal in an appropriate manner and it
should be easy to understand to follow by the staff members. Comparison of two hotel's
including Double tree by Hilton London Greenwich and ibis Greenwich London hotel on the
basis of service guarantees and complaint handling procedure are listed below:
On the basis of service guarantees: Since 2020, service guarantee of Double tree by
Hilton London Greenwich had been reduced in providing the service guarantees. Under
combined guarantee all the different aspects of the hotel covered less satisfaction of service
guarantee. They also include minimum performances of the service are covered through a full
satisfaction promise of guarantee. To reduced the uncertainty of guarantee provided by the
customers, they include explicit minimum performance. In contrast with this, ibis London
Greenwich hotel, successfully created a department handling for only complaints These
department is working online for the guests who have not arrived and at the premises of hotel for
the guests who are staying (Sheshasaayee and Logeshwari, 2018).
Double tree by Hilton London Greenwich does not able to provide the customer services
in terms of guarantees. It is because due to Covid 19, employees were resigned from the service
and it effected the services of customers. The hotel faced lack of employees and major feedback
of customers at the time of Covid-19 which needs to be redesigned.
On the basis of complaint handling procedure: Double tree by Hilton London Greenwich
needs to provide a step by step procedure so that customers will not face any problems. The
procedure started from listen to the complaint of the customer, making sure to have all the facts,

be quick and reward the staff. Whereas, ibis' London Greenwich hotel maintains daily records of
customer feedbacks and reviews to resolve the issues and provide best possible ways to improve
customer services.
The above conclusion has been suggested that, service guarantees and complaint handling
procedures of the company needs to be redesigned because at the time of Covid19, double tree
by Hilton London Greenwich faced major issues of customer guarantees and complaint handling
procedures.
3. Recommended the appropriate customer focused services and improvisation to satisfy their
guests to achieve growth and success of the company as a guest relation manager.
Customer service strategy is an another pivotal strategy which helps to develop the
customer services and improve guest satisfaction for the hotel. The development for appropriate
customer services helps in reflecting the culture of hotel. The managers of customer services
constructs some effective policies to achieve different components which are important for the
growth and reflect of culture in the hotel. These are employees, products, safety, security and
different facilities.
It has been also states that customer services need effective service policy to address
some important issues on how managers can achieve the service standards and various steps
which will help to achieve goals and success if the operations and services will face issues and
problems.
Aim: The agenda of customer service strategy is to maintain the deadlines, treat
customers in a well mannered and proper way, respond customer feedbacks and keeping the
records of the customers safely and securely.
The development for an appropriate customer services need key components for the excellent
customer services to their guest and improve their satisfaction in the hotel. These are:
Customer requirements and expectations: In context with Double tree by Hilton London
Greenwich There is a genuine need to take care about what customer demands and what are the
expectations of them which needs to be develop. A manager should know that they should
always maintain their level of satisfaction because once it goes downwards then there will be
major problem for the hotel to maintain the same reputation and popularity again. The
expectations of the customers reinforce the organisation relationships, increase their level of

satisfaction and helps in achieving success and growth rapidly (Pitt, Eriksson and Plangger,
2019)
Product and service knowledge: It refers to the most essential skills which hotel should
know before deliver any services to their customers. In relation with Double tree by Hilton
London Greenwich, understanding or knowledge of different services and products allow the
manager to implement policies which gives a benefit and best output in future. Customers are
generally respond to staff and even attract towards them who are passionate about their services.
It can be also benefited on the basis of when the member of staff knows the need of customers
then it will be easy to figure out with the best ability.
Consultation: It refers to the act of discussing or consulting with someone. In context
with Double tree by Hilton London Greenwich customers need consulting before booking a
room. This hotel should also understand about what customers expect from them because the
customers always wanted to have a faultless relationship. They always want good environment
and best services from the staff.
Customer perception and satisfaction: Customer perception refers to the customer
opinion about the hotel and whether there facilities and ratings can be satisfied the customer or
not. At the time of Covid-19, there was a need to analyse about what customer want. In relation
with Double tree by Hilton London Greenwich customer perception should be the best to gain
popularity. For this, they need to implement various policies to increase their ratings and make
positive reviews of the customers on trip advisor.
Monitoring customer services: when monitoring product related standards, there is a
need to perform several important task including meet the product related standards and
schedules different sessions etc. In relation with Double tree by Hilton London Greenwich,
Managers try to monitor employee related standards by observing staff members, identifying
staff deficiencies and making correction whenever in need (Shareef and et. al., 2018).
The above discussion concludes that there are different recommendations which are listed
are useful in improvising the satisfaction of guest in the hotel and provide them best possible
products and services.
CONCLUSION
The above discussion has been concluded that, as a guest relation manager, there is a
need to attain various procedures and policies to achieve growth and make a good comeback as a

competitor in the country. The report also described customer service guarantees and procedures
which helps the hotel to increase their potential and attract customers with the best of their
ability. When comparing to ibis London Greenwich hotel, there is need to reorganize the
structure as a guest relation manager of Double tree by Hilton London Greenwich. Also, there
are some recommendations listed above to develop the appropriate customer services improve
the satisfaction of their customers.

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