Comparison of Customer Services in Two Hotels

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.