Impact of Supportive Work Practices on Hospitality Employees

The assignment discusses the importance of supportive work practices in enhancing employee engagement and performance in the hospitality industry. It reviews several research papers and studies that examine the relationship between supervisor support climate, service-oriented organizational citizenship behavior, and positive group affective tone in hospitality settings. The assignment also touches on the influence of sustainable hospitality supply chain management on customers' attitudes and behaviors.

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
a) The reasons for using customer service policies ....................................................................1
b) Evaluation of customer service policy and its relationship with future staff training and
development................................................................................................................................3
TASK -2...........................................................................................................................................5
a) The different methods of communication ..............................................................................5
b) Analyzing customer perception that is influenced by customer services provision...............9
c) Assessment of sources of information on customer requirements and satisfaction levels. . .10
CONCLUSION .............................................................................................................................15
REFERENCES .............................................................................................................................16

INTRODUCTION
Customer service is the facility that is given to customers before and after purchasing a
particular product and service. The success of such interactions with customers hugely depends
upon the employees as according to the personality of customers the employees need to adjust
themselves (Chathoth and Chan, 2016). . Organizations invest considerable money in order to
train employees to deliver excellent customer services.. In an organization, to generate money
and revenue, customer service plays an essential role. The perception of a customer towards
organization can be changed from effective customer service and build unique image.
The London Hilton on Park Lane is a hotel that is located in UK. The customers service
is been provided by this hotel in order to make aware customers about their services and its hotel
pricing (Hilton from park lane , 2017). In this report, a discussion will be done on identifying
various reasons for using customer service policies. Moreover, the report also examine the
purpose of such policies and examine its relationship with staff training and development..
Different methods of communication will also be evaluated in this report. Besides this, it will
study how the perception of customer can be influenced by effective customer service provision
and policies to grab success.
TASK 1
a) The reasons for using customer service policies
In the hospitality industry customer services plays a significant role wherein consumers
need best quality accommodation, food and beverages, entertainment and other services to
satisfy their own expectations. In the hotel such as Hilton Park Lane, delivery of excellent and
superb quality services to the users will provide a competitive edge to the hotelier. The customer
has several expectations regarding customer service in any sub-sector areas such as restaurants,
hotel and pubs etc (Chen, Liu and Chang, 2013).. It is also believed that survival of hotel
industries greatly depends upon quality of customer services offered by hotel staff. All the hotels
across globe have their own customer service policies. Such type of polices is been made by
these industries so that no issues is being faced by the customers during their travel. The
expectation of customers is that trip need to be made comfortable and relaxing whether that
customer is on holiday trip or business trip.
The designing of customer service in hotels is been done in order to make customer
aware about their point of view of hotel towards their customers (Chiang, Birtch and Cai,
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2014). In order to generate customer-satisfaction, hotliers follow a number of policies such as
quality management, staff training, health policy, safety and others. In this hotel Hilton Park
Lane the customer service goals is to satisfy all the customers with their service so as to increase
consumer repetition and repetitive buying.. The employees, staff and the managers that are
working in the hotel need to be aware about customer-service policies of the hotel. In some hotel
the training sessions is being arranged to make employees aware about importance of customer-
service and also in this session they will also come to know about policies of the hotel.
There are some reasons why hotel have their own customer-service policies and these
reasons are as follows-:
Expectation of customer – There is an increase or consistent change in the expectation of
customer today. They are not happy with thank you or friendly nature of a staff. As the lifestyle
of customers are changing today and they are also paying more to the hotel industry so they
expect more from them (Cohen and Olsen, 2013). More customized things are being preferred by
them. The extra effort need to be made in order to make them feel special at hotel. For instance,
prolonging the check-in or check-out time, room services and others are demanded by people.
Loyalty of customer – The customer who is pleased with hotel services will remain loyal
to hotel. So, it is very essential to make policies for The London Hilton on Park Lane to deliver
services that are according to the user expectations and the policies that is been made need to be
followed so that all the expectation of customers are met.
To provide information - To the customers all the required information can be given with
help of policies. While giving the information it is very essential to be true and genuine. If the
information that is been given to customers is incorrect or misleading then buyer will not be
interested in visiting the hotel again and prefer other hotels.
Feedback – Consumer feedback assessment is also an important part of hotel’s customer
services policies. . The freedom should be given to customers so that they feel free to explain and
tell about their experiences. The hotel will also be benefited from this as from this feedback they
will come to know about areas they need to do improvements. The Post-purchase experiences
can also be received whether the customers are satisfied with the ervice or not. Customer
relationships Management (CRM) can also be used to know the satisfaction level of customer so
that good decisions can be made by hotel industry.
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For an instance the Hilton hotel which is well-known hotel in UK .Some customer
polices of this hotel are as follows-:
Customer service
policies
Importance of these polices for customers
Rapidly and fast The express check-in and check-out services is been provided to all the
business clients (Garg and Dhar, 2016.).. The business clients have to
leave early for the meeting so that they have been provided with early
options of breakfasts in comparison with other guests at hotel
Feel like home The preference of room is being asked by the guests. They are being
asked whether they will prefer city, fencing, open or closed rooms etc.
As per their choice room is made available to them .On the type of visit
of customer the choice of customers varies. The arrangement of local
and nearby excursion is been done. Along with the kid the
accommodation to family is given and the rooms are also designed in
this manner. The free stay to children below 18 years is been provided
and free meals and beverages is been given to kid below 10 years of
age(Gatling and Milliman, 2016).
Feel like King At Hilton Park Lane hotel a special policy is been followed . The
details of customers is been maintained by the hotel and on special day
of customers that is their birthdays and anniversaries the surprise
arrangements are being made by this hotel. For the guest this is very
special feeling. All the frequent guest of the hotels are being contacted
under this policy to tell them about special offer at Hilton.
Cancellation policy On the rate or dates of the reservation the cancellation policy may vary.
Payment Policy The hotel currency is British Pound and the accepted payment options
are Americana express, JCB,VISA ,Master card.
Room maintenance
policy
The air conditioner, Mini bar, Trouser press etc are being provided in
each guest room. In each suites there es bathrobes,air -conditioner etc.
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b) Evaluation of customer service policy and its relationship with future staff training and
development
Evaluation purpose- It is very essential to analyse and assess the effectiveness of these polices
that are being designed and implemented. It is very important to monitor whether the policies
that are being appropriately followed or not by the staff in actual practices to ensure its proper
compliance (Kandampully, Bilgihan and Zhang, 2016).. This evaluation can be done with
various ways i.e. collecting feedbacks from customers, polls and opinion survey etc are some of
them tools that can be used for evaluation. The viewpoint of customers towards the service of
hotel will be known by hotel by using all these tools. It helps them to identify weaknesses and
the area that needs to be improved for success.
By many hotel the various methods are being adopted in order to get information from
customers about their services. In order to get feedback from the customers Hilton has also
designed some methods. The reaction about customers and also about their anticipation from the
hotels and industries of hospitality can be known from the Hilton Park Lane program. With this
program all the customers response and their expectation from the hotel can be identified. The
guests who are visiting the hotel again and again , records is being maintained of these guest
through another program that is known as satisfaction and loyalty tracking. The collection of
data needs to be correct in order to make sure that feedbacks are correct and reliable . The
training that is given to staff builds competencies and excellence among staff .This will result
into delivering excellent quality of services that will boost consumer experience and will satisfy
them.. At any level no alternations should be done in the data that is been collected. In order to
maintain the authenticity of the feedback that is given by customers strict actions and standard
procedure need to be followed (Law, Buhalis and Cobanoglu, 2014).
The assistance to future staff training – On the employees and the staff that are working in the
hotel the success of customer service depends. The areas in which the hotel is weak will be
known with the help of evaluation and feedback .This will help them not to repeat the same
mistake again in the future. A plan of training can be made with the help of feedback .In order to
enhance the services of the employees and staff the assistance will be given to them through
these plans that are being made. With the employees will also come to know about weak areas
on which they need to work on. The training to the staff need to be given by the hotels it is
important for both employees and hotel. And also the direct contact with customer is being made
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by employees so it is necessary to give them training and should also ensure that all customer -
care polices are being properly implemented (Michel,Kavanagh and Tracey, 2013).
About all policies and procedures the training must be given to all new employees and
staff that have joined the hotel. Some provisions need to be given to staff to provide with
continuous training on job. The things can learned easily by them with this kind of training and
also they will also learn to implement this on their work that they are doing. The utmost
importance should be given to customer service polices and among the staff members it need to
be communicated well. In the session of training it can be done as all the members will be there
together. The training to the staff can also be given through feedback .In these ideas and thoughts
of staff members and employees can be exchanged with one another. The feedback to staff from
customer is given orally and is not given in the written from. So, for the staff members this
session of exchange will be really beneficial (Manhas and Tukamushaba, 2015.).
TASK -2
a) The different methods of communication
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Illustration 1: Different methods of communication

In any industry effective communication is very important. The industry of hospitality is
no exemption. In different situations the various ways are been adopted in order to
communicate .In to two categories the communication method is broadly divided.
Oral or listening communication – It is one of the most commonly method that is used for
communication. The significant role is being played by speaking as well as by listening in this
(Pizam and Ellis, 2016.). The simple and easy words should be used by the speaker so it can be
easily understood by the listener and the listener who is listening should not only hear the words
but also try to understand those words that are said by speaker. Both listening and speakings
skills need to be cultivated in this type of communication. As in the workplace both of these
roles that is listener and speaker will be carried out.
For the oral or listening communication different methods can be used and they are as follows-:
Face to face communication – The two person are involved in this method and with one another
they communicate exclusively. The chances of delivering of message clearly is high in face to
face communication .In this method of communication the message that is being sent to person is
also properly understood by the person. In the communication is gives a personal touch .In the
industry of hospitality it is very important (Mok, Sparks and Kadampully, 2013).
Meetings – A group of people interact with one another in this. The chance to everyone is given
to speak and represent their thoughts and ideas. But in this surety is not given of how many
listeners are listening this carefully and sincerely. When the point is to be discussed with
everyone in the organization this method is very useful at that time.
Presentation – In this one person speaks and other people listens to that person who is talking.
Once the presentation is finished, the listener will get a chance to raise a question regarding the
topic of presentation. It is mostly used in the organization when any changes in the industry need
to be don and this change is then communicated with use of this method to all the employees tat
are working in the company.
Training – In this important information to the trainees is been given through training sessions.
Once this session is over all the members that are involved in the meeting are allowed to
communicate and to put in front their viewpoint. This is one of the most efficient method for
communication that will bring the required improvements in the staff and also to communicate
about policies of the organization this is the best method that can be used.
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Written communication – In this method all the facts and information are written from hand in
the aper or some other material. When the similar information is needed for the reference of
future this type of communication process is helpful. The letters, e-mails, the training material
etc are some different methods of written communication (Piccoli, Lui and Grün, 2017). While
writing written communication one need to be careful as it will stay in the record for future
reference. To a great extent the verbal communication have been replaced with by a quicker form
of written communication such as e-mail.
Body language – Under the non-verbal communication body language comes. The half of the
work will be done in nay industry or the organization if the body language of one another and
customers is understood by the staff. One need to be very conscious while communicating
through body lagenae as the negative outcome will be there if understood in the wrong way. The
movements of hand, movements of head, facial expression etc are involved in the body language.
In the two categories the above means of communication can be distributes and they are as
follows-:
Formal communication – When the communication is done official it is known as formal. The
information of formal commutation is vert precise and clear. It can be either upwards that is
from employees to management or through downwards that is from management to employees.
For an instance there will be downwards communication when the MD of the hotel will give
presentation to the staff.
Informal communication – Inside the industry there are some commutation that takes place .But
in this the commutation is not formal but it is on the topic that is related to work. Such type of
communication that is informally are known as informal communication. For an instance the
communication that is taking place between manager and the staff near the kitchen regrading
cleaning of utensils (Pugh and Subramony, 2016.).
In hotel industry or other hospitality industry the correct method of communication need
to be used in order to make communication within hotels and among customers efficient. The
right methods of communication need to be selected that would help the organization in their
work or jobs that they do.
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(Source: Types of communication , 2017)
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Illustration 2: Types of communication

b) Analysing customer perception that is influenced by customer services provision
For the hotel industry the services that is been provided to customer are the key to
success. The outlooks of customer, sentiments and perception need to be involved as it is very
important. This will also help the organization to achieve growth and competitive advantage. On
the perception of customers there are various factors that have a direct impact and perception of
customer is not static and with time and experience it changes. Before making any bookings
proper research is been done by the customers how visit the hotel. Based on the information that
is available on the website this research is been done by the customers. Various other sites of
feedback is also used by customer in order to conduct research (Radojevic, Stanisic and Stanic,
2015.). The expectation and some perception is being developed by customer after going through
all the details that is been available regrading hotel. These sites and feedback help the customers
to develop nay perception regarding hotel and its customer polices. There is a negative impact on
the reputation of the hotel when the customers' expectation does not match with the perception
after reaching the hotel. And if its expectation matches with the perception then there will be
positive impact on the reputation of the hotel. On the perception of customers the service
provision of customers will do a very strong influence .While putting on their information on the
websites the hotels must always try to be realistic and reasonable. The information that is been
provided on the internet regarding hotel need to be accurate. Suppose if the hotel comes in the
category of 3 star hotels then this information only need to be put and not out it as 5 star hotels
so that the same perception is developed by the customers. The advantages are many if the
perception of customers are met up with provided services of hotel. With the services of hotel
customers will be satisfied and for the hotel that person will become loyal. To the same hotel that
person will prefer to visit again. The positive feedback about hotel will be there if the customers
is satisfied with the services. This will also increase the reputation of hotel and the hotel will also
gain competitive advantages against rival hotels. On the social websites also of the hotel the
correct information regarding hotel need to be given to customers so that while reaching the
hotel customers are not disappointed regarding facilities that is been given to them at hotel. If the
information that is given is correct and accurate then the customer-satisfaction will be more and
they will also suggest the hotel to their friends and families (Shani and Ginsburg, 2014). So, in
order to increase the number of guests in the hotel the services and facilities that is been given in
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the hotel need to be made aware to the guest and the information that is being given to the m
need to be right. No false information need to be given on the websites regarding the hotel as it
will be not good for the image of the hotel and will decrease the number of customers that are
visiting hotel. The customer-loyalty and customer satisfaction will not be achieved with this. If
the hotel want that same number of customers should visits gain then the correct data on the
websites and feedback sites should be given to them.
c) Assessment of sources of information on customer requirements and satisfaction levels
All the required data regarding customers need to be gathered in order to make sure that
satisfaction and expectation of customers are met. It is not possible to serve customers in the
proper way until the and unless the requirements of customers are gathered in the appropriate
manner. So, it is very essential to investigate about needs of customers and their expectation
(Tang and Tsaur, 2016). In order to gather information about customers there are two methods
that can be used and they are as follows-:
Primary search- The new information can be collected from this data collection. The wants and
requirements of customers will be met from the specific collected information at the hotel. With
the help of surveys and interviews the primary data collection information is gathered. There is a
selection to a set of target customers and in order to get details from these customers they are
being interviewed and surveyed. With the help of questionnaire the surveys are conducted. In the
survey there are both open and closed questions that is been asked to these target customers. The
view point of customers can be presented by including open ended questions in the surveys. By
using sample the group is being decided. In order to get better outcomes the sample size need to
be selected correctly. Both types of interviews can be conducted that is telephone or personal
interviews. There are about seven to ten people in the focus group method in which the
discussion is done on the topics and all the required details is noted by a moderator.
The source of primary data in case of hotel or any hospitality service will be group or
sample form guests, staff and management etc. The designing of primary data takes lace only to
get information about the research (Piccoli, Lui and Grün, 2017). . The latest information will
be provided from this research that is been done in the hotel and the information will be gained
form the known source so it can be trusted. However on other hand if it is seen it is a time-
consuming process as a lot of time is need to first develop the questions and distribute it among
employees and receive that questionnaires back from the employees and then after receiving it
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going through it. So, in a way a lot of time is required in order to conduct this type of research in
hotel. If the questionnaire and process of interview is too lengthy then the quality of information
can go down (Xu and Gursoy, 2015).
Secondary data- Secondary data collection method in the other method that can be used to gather
information. For some other research the information is already gathered but for the current
research too this information can help .The internal secondary data and external secondary data
are the two different types of secondary data. From record of sales, database of client and
customers, yield data, financial information etc the internal secondary data is being obtained. The
government publications, national organization, commercial data, periodicals etc are some
sources from which external secondary data can be obtained.
The records of customers and past information regarding customers are the sources of
secondary information in case of hotels. The time that is being taken to conduct secondary
research is less than in comparison with primary research as in the secondary research the
research is conducted previously and the information that is been gathered can also be used in
this research. This type of research is also cost-effective as the information is available. The
primary sources of secondary research are newspaper, websites , internet, blogs etc. In
comparison with primary research the efforts that are done in order to conduct this type of
research is also less. There are few disadvantages also conducting such type of research .For the
current each that is been done the collected information is not so useful. This may be due to
reason that accuracy is not known and the data can also be out-dated. There are both positive and
negatives of both the information processes .The methods of collecting information will depend
on several factors at the time of collecting information. For an instance the for collecting
information they will look in time in hand, budget, resources etc. With the help of balanced mix
of these methods the best outcomes will be achieved.
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12
Illustration 3: Methods of data collection
(Source:Methods of data collection , 2017)

Introduction- In order to conduct research about requirements of customers and their
satisfaction level , the sample size of 14 restaurants in UK is being selected .For the restaurants
this research will be done in order to discover the requirements of customers ad their satisfaction
level for the restaurants. The research that is been done the drawbacks of the restaurant will also
come to know that spoils the mood of customers (Chathoth and Chan, 2016).
Methods of research – In order to make this research possible both primary and secondary data
collection method is being used. From the various books on the hospitality services and the
restaurant the secondary data is being gathered. The qualitative and quantitative analysis have
been done once the data is been collected from primary data collection. In case of primary data
collection the tools that were used to measure the satisfaction of customers are as follows-:
Tools Customer – type
Postal surveys The customers with which the bond is strong
this tool can be used with these type of
customers. These are the regular customers
who visit the restaurant on regular basis.
Face to face interviews At the restaurant the customers that are present
it can be used for them. The instant reactions
and expectation of customers can be known by
using this tool.
Questionnaires The staff can mainly used it when they are free
and can be filled by them when the work is less
at hotel or restaurant.
Things to be measured - There are various factors that are required to be measured in order to
get the accurate results. On the various components the satisfaction of the customers
depends .And the requirements of customers also depends on the various component .Some
conducted that have been found during the research are as follows-:
Components Attributes
Food  Quality of food items
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 Cleanliness and preparation of hygiene
 Variety of items of food in the menu
 Food presentation
 Taste of food items
Services of staff  The time of waiting for their order
 The time of delivering
 The staff friendliness with customers
 Respond to queries
Price  Food items cost
 Value for money
Research limitation - In the sample size many of the restaurants were not included in the
research that is been conducted. Every -time the customer try to new restaurants and about the
services or food they do not have any specific requirements (Chiang, Birtch and Cai, 2014)..
Every time they just need change.
Outcomes - The qualitative analysis is done after all the research that is being done and it
represents that the best quality food is mostly preferred by customers .And also the customers
wants good taste in food and the cleanliness and hygiene need to be there at restaurants that they
visit.
It is fine with customers that items at restaurants can be of less but their taste and quality
need to be excellent. The members of staff that is working in the restaurants are expected that
regrading items of food and its preparation they should have proper knowledge. The only
requirements of customers wants the best value for their money they are also ready to pay a bit
more but they want the best quality food items at restaurants.
Recommendation- The top most priority at the restaurant need to be give to dishes as they for the
customers that are visiting the restaurant it is most important things. The services that is given to
customers need to be good and the behaviour of staff towards the customers that are visiting need
to be polite and helpful. The new customers will be attracted if there are offers on food and
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beverages. This offers on food items will also help the restaurant in the expansion of their
business (Piccoli, Lui and Grün, 2017).
CONCLUSION
Thus, summing up the above report it can be concluded that customer services will assist
the customers regarding the products and services that is been provided by the organization. The
training to employees need to be given regarding customer-service polices. The customer service
policies will help the hotels to build loyalty and satisfaction among customers. The various
methods of communication that is oral communication, written communication and body
language can be used by staff in order to interact with customer that are visiting the hotels. The
research can be done by using both primary and secondary data collection methods.
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REFERENCES
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LONHITW/index.html>.
Methods of data collection . 2017. [Online] Available through:
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