Comparison of Customer Services in Two Hotels

This article compares the customer services, practices, and policies of two hotels and discusses their vision for service quality. It also examines the service guarantees and complaint handling procedures of these hotels. Recommendations for improving customer satisfaction through enhanced customer services are provided.

Customer Service
(Assessment 1)

Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
Comparison of customer services of 2 hotel’s practices and policies along with the vision for
service quality..............................................................................................................................3
Comparison of the service guaranteed by these 2 hotels and the procedure for complain
handling........................................................................................................................................4
LO3..................................................................................................................................................5
Recommendations for increasing the customer satisfaction through improves customer
services.........................................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Client care is an essential movement of accommodation industry and all the connected help
area associations. This is because of the idea of their business to serve and keep individuals
cheerful by offering them the best type of administrations they want and wishes to appreciate in
everyday or infrequent premise contingent on the circumstances. Client assistance gave by the
cordiality specialist co-ops is the key for their prosperity, future buys, long haul relations with
purchasers and in particular clients unwaveringness towards the brand. Client support is along
these lines characterized as associations occurred, the administrations and help gave and the item
offered by the business to the end clients who are happy to purchase and leads the firm toward
progress and the pre decided objectives. The current task is a similar exposition of Conrad
London St. James, Hotel, London and Royal Lancaster Hotel London. The paper leads a relative
report between the two picked lodging's client administration’s policies and practices occupied
with their administration quality vision. Moving along both the lodging's certifications and
objections dealing with marvels' are analyzed also. Finally, proposals are given to Conrad
London St. James, Hotel for about better client cantered administrations so as to improve the
administration quality and fulfilment level of differentiated client base. Conrad London St.
James, Hotel is a four star holding Hotel on the ideal place in Paddington an area which is calmer
and away structure hustle-some existence of London.
LO1
Comparison of customer services of 2 hotel’s practices and policies along with the vision for
service quality
SERVQUAL Model it is a model which is used by an organisation to analyses the service quality
which has been offered. A company measures its services on the 5 grounds which are:
Tangible: In this the physical facilities of the organisation are analyzed and monitored. Here the
physical facilities may include the technology, tools, equipments and etc.
Reliability: it is the degree towards which the service gets performed with accuracy.
Responsiveness: It is the degree towards which the company response to the doubts and to the
wants or needs of the customers.
Empathy: It refers to the degree towards which the organisation understands its stakeholders who
are associated with it. These stakeholders may include the customers, investors, suppliers,
employees and much more.
Keeping these 5 points or criteria in mind, the Hotel Royal Lancaster examines the services
which they got to offer to their customers.

The client assistance practice takes a shot at six columns which incorporate intrigue, disposition,
verbal language, manner of speaking, non-verbal communication and activity. The friendliness
business must attempt to meet the desire for the clients by conforming to their requirements by
satisfying guidelines of administration. The client assistance practice and arrangements of the
two inns are given underneath to better correlation (Behnam and et al., 2020).
The Conrad London St. James Hotel is a four star lodging managing basically in convenience
and food and refreshments. It offers administrations like room offices like club rooms, leader
rooms, little single rooms, exclusive rooms and suits, café and bar office, and so on It targets
center and high society individuals so benefits are offered as needs be.
While the Royal Lanchester Hotel is a five star lodging managing for the most part in
convenience and food and drinks. Its administrations incorporate room offices in wide reach like
work of art, luxurious or predominant fancy corner, prevalent exclusive or park view, chief or
available leader and suits in wide reach like towers suit, Lancaster suit, studio family, park, regal
and studio suit. These are planned by the motivation behind client like business or delight (Gao,
Melero-Polo and Sese, 2020).
Administration quality vision of a friendliness business is an outcome delivered for the clients.
The organization must set its vision on which it will work as per the administration it offers to its
clients so it can work as indicated by the set vision and target. The vision of an organization must
express the accompanying, initially the center administrations it offers, similar to Conrad London
St. James Hotel offers room offices, eatery and bar with other inn offices, while Royal
Lanchester offers administrations like room office, bar, café, bistro, rec center, spa, and so on.
Besides, the supporting and encouraging administrations it offers like Conrad London St. James
Hotel offers administrations like climate control system, warming, phone, TV, day by day news
paper, tea and espresso machine, and so on in rooms and inn offices incorporate mainland
breakfast, pay stopping, café, salon, money trade, and so forth while Royal Lanchester offers

administrations like forced air system, warming, TV, WiFi office, in room spa treatment, vehicle
leaving, rec center office, blow drying administration, and so forth (Ieva and Ziliani, 2018).
Thirdly, how essential bundle open to the client is to be made like for Conrad London St. James
Hotel, it targets center and privileged individuals so its offers typical to exorbitant costs with
ordinary offers and limits for benefiting its administration while Royal Lanchester offers bundle
to pull in high girl tip top individuals where VIPs and high business class faculty likewise visit it.
So their bundle is made remembering the objective clients and their needs.
Fourthly, how client association is to be kept up like for Conrad London St. James Hotel, it has
opened its site and telephone number for clients to communicate and ask questions in regards to
everything without exception with its forefront staff accessible 24*7 while Royal Lanchester
invites cooperation with messages, sites, complementary number, and so on so they can find out
about the new requests of the clients ideal and can make a solid effort to fulfill them so client
dependability is kept up.
Comparison of the service guaranteed by these 2 hotels and the procedure for complain handling
Administration by and large methods anything which has the accompanying credits like
indistinguishable which implies that it can't be isolated from its suppliers, impalpable which
implies it can't be heard, smelled, felt or tasted, transitory which implies it cannot be put for
sometime in the future or deal and variable methods quality wards on one who gives it and when,
how and where it is given.
The administration ensured of the Conrad London St. James Hotel incorporates simple discounts
office subject to conditions to its clients. It likewise gives limits on long remains to the clients
with agreeable registrations and outs. While Royal Lanchester's administration ensure is its
promise to consistently think about the client's interest and need and adaptable check in and outs
for keeping up sound connection with clients. Other help ensure relies on the bundle which the
client benefits like chief room remembers breakfast for its booking. Another help ensure is
adaptable scratch-off arrangement before 24 hours of check in (Isaeva, Gruenewald and
Saunders, 2020).
The protest taking care of method alludes to the system where grievances of the clients are dealt
with and settle so they have better involvement with benefiting the administration. The Conrad
London St. James Hotel gives official email id and telephone number to the clients to protest
with respect to any help. There is no legitimate method being followed here except for just
grievance is tended to on email or telephone number and it is settled thereby as it were. The
officials are designated for this sake to deal with the protests so client's issues are comprehended
ideal and precise.
While Royal Lanchester gives complementary number, office number and email id to the clients
with the goal that they can raise their grievances unreservedly on the gave entry. The lodging

additionally has cutting edge officials who are accessible for the clients 24*7 so their issues are
understood viably with quick impact. This is a lavish lodging whose vision is to consistently
think about its clients so it has a legitimate system for tending to the objection which
incorporates the accompanying advance, as initially the grumbling is raised through any of the
medium gave to the clients. Next the official delegated mark the protest and take proof and
records for understanding the objection. Next the arrangements are given to the clients and
finally criticisms are taken regarding whether they were fulfilled by the arrangements given. This
entire appropriate strategy makes the administration of the Royal Lanchester viable and effective
(Li and Hsu, 2018).
LO3
Recommendations for increasing the customer satisfaction through improves customer services
Client care Strategy is an approach that gives an outline to giving suitable client support culture
inside the associations. The client care technique is made by incorporating the administration
vision of the organization and the center item offering. The improvement of client assistance
system is the obligation of Customer administration administrator who is likewise assigned as
Guest Relations Manager.
The administrators are relegated the assignment to build up the best and gainful client care
procedure for the inn. The procedure is created in the best way and with pertinence to
inclinations of individuals when the guidelines to which the inn's administration vision is
reflecting to reach comparable to its items, representatives, offices and finally wellbeing and
security. With similar idea a few proposals are given to Conrad London St. James, Hotel as
lodging's Guest Relations Manager which is client centered and recommended for improving the
fulfillment level of Guests by fusing it with inn's work culture.
The Hotel has confidence in bringing straightforwardness, quality and solace together for their
visitors who are visiting their property with independent purposes. The lodging has around 78
rooms which are planned and adorned in such way to give a mitigating and smoothing feeling to
all who are staying and render the best and highest caliber of administrations inside rooms and
inn among some other rival in entire hotel zone (Moliner-Tena, Monferrer-Tirado and Estrada-
Guillén, 2019). The lodgings esteem explanation unmistakably expresses its center activity
towards the wellbeing and security of visitors and their delight while their stay in Conrad
London St. James, Hotel. A portion of the particular suggestions are Putting Customers first,
Stay associated with contact less administrations and Customer Engagement (Zeithaml, Bitner
and Gremler, 2018).
Initially, Conrad London St. James, Hotel needs to make changes is in putting clients on need
and their inclinations in the high ground. Conrad London St. James, Hotel ought to have a
culture which is more client driven and zeros in first on them and their needs then over different

parts of business. The clients are the person who acquires the inn income short and long haul
subsequently, their inclinations and requirements must be kept above everything.
Also, a significant social worth that is should have been followed is to remain contactless as the
worldwide pandemic of COVID19 is spreading and awful enough to take life of a person. The
inn staff and clients security is an earlier point today which bring out to practice of remaining
associated with contact less help. This targets offering individuals they need and wants in such
frightened environmental factors with keeping and putting significant security strategies inside
training (Narteh, Mahmoud and Amoh, 2017). Workers ought to be prepared for their wellbeing
first at that point to deal with clients security. The instructional courses ought to be utilized for
making them educated about the wellbeing estimates they have to take while working and
serving the clients. For example, no room will be utilized for 48 hours after one client leaves and
following 2 days time span the room will be cleaned and appropriately disinfected. The staff
need to wear covers the entire time, keep up separation and utilize dispensable gloves for their
own security and for keeping the climate and things perfect and safe from the contamination.
The third proposal which should be important for administration culture of Conrad London St.
James, Hotel is client commitment. The hotel utilizes clients criticisms for better help in future.
In any case, it would be better for worker and inn's exhibition if the visitors are more occupied
with the administration designs and at the hour of conveyances (Xu, 2017). A very remarkable
tweaked approach is proposed for higher assistance guidelines and empower in growing long
haul relations with the visitors that prompts better client connections and future acquisition of
purchasers.
CONCLUSION
The above report closes the significance of client assistance and its precision for the
achievement and objectives accomplishment for the association. The client care angles is key and
delicate for the firm as it reflects upon the overall needs of clients which they hope to be satisfied
while paying for them to the neighborliness administration giving firm. The report builds a
relative investigation for the administration conveys vision of the associations so as to discover
the spillages and grow better qualities for the visitors of the inn. Besides one the examination is
performed barely any proposals like remaining associated with contactless administrations and
client commitment to be included the center work culture of the association for better and higher
assistance contributions.

REFERENCES
Books and Journals
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