Customer Service in Hospitality Industry

Customer Service
(Assessment 1)

Table of Contents
INTRODUCTION ..........................................................................................................................3
LO1..................................................................................................................................................3
Identify and compare the two hotel’s customer service practices and policies and service
quality vision..........................................................................................................................3
Identify and compare the two hotel’s service guarantees and complaint handling procedures.. 5
LO3..................................................................................................................................................6
Recommendation on the development for appropriate customer focused services to improve
guest satisfaction for the hotel................................................................................................6
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Customer service is a fundamental activity of hospitality industry and all the related
service sector organisations. This is due to the nature of their business to serve and keep people
happy by offering them the best form of services they desire and wishes to enjoy in day to day or
occasional basis depending upon the situations (Tabaku and Cerri, 2016). Customer service
provided by the hospitality service providers is the key for their success, future purchases, long
term relations with buyers and most importantly customers loyalty towards the brand. Customer
service is thus defined as interactions took place, the services and assistance provided and the
product offered by the business to the end customers who are willing to buy and leads the firm
toward success and the pre determined goals. The present assignment is a comparative essay of
Norfolk Tower Paddington, Hotel, London and Royal Lancaster Hotel London. The essay
conducts a comparative study between the two chosen hotel's customer services polices and
practices engaged in their service quality vision. Moving along both the hotel's guarantees and
complaints handling phenomena's are compared as well. Lastly, recommendations are provided
to Norfolk Tower Paddington, Hotel for about better customer focused services in order to
improve the service quality and satisfaction level of diversified customer base. Norfolk Tower
Paddington, Hotel is a four star holding Hotel on the prime location in Paddington a location
which is quieter and away form hustle-some life of London.
LO1
Identify and compare the two hotel’s customer service practices and policies and service quality
vision.
The customer service practice works on six pillars which include interest, attitude, verbal
language, tone of voice, body language and action. The hospitality industry must work to meet
the expectation of the customers by complying with their needs by meeting standards of service.
The customer service practice and policies of the the two hotels are provided below for better
comparison (Sánchez‐Franco, Navarro‐García and Rondán‐Cataluña, 2016).
The Norfolk Towers Paddington Hotel is a four star hotel dealing mainly in
accommodation and food and beverages. It offers services like room facilities like club rooms,
executive rooms, small single rooms, deluxe rooms and suits, restaurant and bar facility, etc. It
targets middle and upper class people so services are offered accordingly.