Customer Service in the Hospitality Industry

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Compare between two customer hotel's services practices and policies related with quality
vision...........................................................................................................................................3
Identify and compare the two hotel’s service guarantees and complaint handling procedures.. 5
Recommendation for appropriate customer focused services to improve guest satisfaction
among hotel and their role in hotel's strategy and culture...........................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
The term customer service refer to the offer, action and activities that are performed by
the organisation for satisfying it's customer need and wants. An organisation offer service before
and after the purchase of product or service. Hospitality industry is based on the customer service
and they perform work with motive of offering high quality services to tourist or guest. The
hospitality organisation selected for this report is The Bermondsey Square Hotel and it offer
luxury services to customers for satisfying their needs in an appropriate manner. Moreover, this
report will focus on customer services, complaints and quality which is used to retain customer
for longer period (Bilgihan, Kandampully and Zhang, 2016). Development of customer focused
services for improving customer satisfaction will also include in this report.
MAIN BODY
Compare between two customer hotel's services practices and policies related with quality vision
This is important for hotels to offer best services for satisfying customer need and wants
in an appropriate manner because it leads management of The Bermondsey Square Hotel to
retain in market for longer period. The term customer service refers to interact between
management and tourist on constant basis. This encourage an individual or customer to restate
and purchase of services with regular terms. Main motive of organisation is to generate and gain
trust of individuals for improving the relationship with customer’s it results that profits and brand
value of hotel is increased by fulfilling customer needs in an organised manner. In the context of
The Bermondsey Square Hotel, manager are focused towards improving customer relation by
fulfilling customer need in minimum time period or with other competitive advantage. Further,
to improve services management of Bermondsey Square Hotel compare it services with other
hotel of London to analyse strategy of customer’s (Ives, Palese and Rodriguez, 2016). The
manager generate comparison for well established hotel. Example- The Bermondsey Square
Hotel is defined as below:
Basis The Bermondsey Square
Hotel
Hotel Hilton
Customer service practices There are different service
practice is performed and it is
Hotel Hilton adopt or
implement different practices