Improving Customer Service in Park Grand London: Analysis and Recommendations
Verified
Added on  2023/01/05
|10
|2442
|67
AI Summary
This study analyzes the service quality and gaps in Park Grand London and provides recommendations for improving customer service. It includes dimensions of service quality, understanding the four acid tests of service recovery, and a survey report with recommendations.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Customer service 5
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Table of Contents INTRODUCTION...........................................................................................................................3 LO2..................................................................................................................................................3 Analysis of service quality thorough the tools by focusing on dimensions and gaps.................3 Understanding of the four acid tests of service recovery within Park Grand London................4 LO4..................................................................................................................................................6 Survey Report..............................................................................................................................6 CONCLSUION................................................................................................................................9 REFERENCES..............................................................................................................................10
INTRODUCTION Customer service is the provision of services given to customers before, during and after purchase (Zhang, 2017). Success is mainly depended upon ability of employees as they are mainly responsible for their satisfaction and customers' interaction. This study is based on Park GrandPaddington,locatedatPortobelloroad,London.Itprovidesseveraleffectiveand advanced technological features of services to customers. This present study is going to show effectiveness of service quality given to customers and how it makes employers able to accomplish their goals. There is requirement of having knowledge of all 4 acid test of service recovery to customer manager for improving customers' experience. It will further show some areas on which hotels require focusing more for better improvement and increasing customers' service. It will be found by survey to customers in which employers identity needs of customers. LO2 Analysis of service quality thorough the tools by focusing on dimensions and gaps SERVQUAL is the multi- detrimental research tools that specially designed to capture exception of the guest and perception of the services along the five dimensions that are believed to represent service quality.Park GrandPaddington can use this tool to understand what their customers are expecting from them, and they will also able to measure what are the gaps in their service quality, so they can improve and stratify their customers. Dimensions of SERVQUAL and gaps Reliability The Reliability shows the ability to provide guest services accurately, credibly and on the times. It is necessary for thePark GrandPaddington to commit their customers to provide services on times and effectively to create good image in customers mind. There are some gaps because their some staff are old age group, so they cannot work effectively and on time. They should always commit with their customers and if they promise their customers to provide the best possible services s or the room prices then they should provide this benefit to the customers without breaking their commitment. Responsiveness
Responsiveness measures the ability of the company to solve the problems of the customers and dealing with the customers. Staff can improve this by taking the feedback from the customers and if they are facing any problems then they can provide proper solution to them. Tangibles Tangibles are the images of the facilities, equipment, machines, attitude of staffs, materials, manuals, and information systems of the Hotel. In others words, the tangibles refer to the effect of physical facility, equipment, personnel and communication materials on customer. This helps to create best experience for the customers, and they can satisfy their needs.Park GrandPaddington can follow the new trends within the Hospitality industry and create better experience for their guest thorough the new technology and it will be additional features for the customers. Assurance The Assurance create a credibility and trust among the customers of Park Grand Paddington. It can be considered thorough the excellent technical knowledge, professional knowledge. Effective communication skills and Attitude and behaviours so that the customers of Park Grand Paddington can believe in the quality of firm's services. There are some skill gaps in staff who are working at the workplace of this hotel. Effective communication improvement can provide assurance and Park Grand Paddington can bale to satisfy their needs, and they can take competitive advantages in the market. Sympathy Sympathy can be defined as caring, consideration and the best preparation for the guest, so they can feel as guest of thePark GrandPaddington and are always welcome at any times. This core human factors can helps Park Grand Paddington to satisfy their customers and it can also help them to create good image in the customers mind and company will able to gain loyalty of the customers. Park Grand Paddington can create skill in their staff that how to behave with the customers and how they can create trust among them through the training. They should provide their employees p[roper training and teach them how to communicate effectively with their customer's. Understanding of the four acid tests of service recovery within Park Grand London Service recovery is concerned with actions taken by company in response to a service failure. Services recovery is aimed atidentify customers with issues and then to address those
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
issues (Van Vaerenbergh and et.al., 2019).In order to understand service failure and cause of service failure and in order to understand impact of service failure on understand there are certain tests that can be done by Park Grand London. Customer Satisfaction Customer satisfaction can be defined as measurement that determines success of product and services in meeting customer expectation. This is one of the most important factors that is emphasized by organization. This is one of the most important tests concerned with service recovery inPark Grand London. Customer satisfaction is highly important and failure of service resultcausescustomerdissatisfaction.Understandinglevelofcustomersatisfactionisan important element and test for service recovery. By analysing and understanding level of customer satisfaction in Park Grand London can identify what are the things that are not well and require response from Park Grand London. Effective customer satisfaction or comparatively high number of satisfied customers suggests that customers are not facing any major issues while dealing with Park Grand London (Wikhamn, 2019). Low level of customer satisfaction suggests that customers are having issues and have complaints for Park Grand London or its practices and this is why they are not satisfied with their purchase. Customer Retention (Customer Loyalty) Customer retention is making efforts by the organization to engage customers and encourage them to buy products of the company again and remain loyal forPark Grand London. This means that customers when have choice in Park Grand London and its competitors, customer loyalty will encourage them to buy services of Park Grand London. Repeat customers are more beneficial for Park Grand London and this is one of the reasons that organisations seek to increase customer loyalty. This is an important test in service recovery, because service recovery aims at identifying customers with issues, in such case identifying loyalty of customers and customer retention can help in identifying issues of customers. High number of repeat customers indicates that issues with customers are less and less number of repeat customers indicates that customers are facing high number of issues that restrain them to buy services of Park Grand London again. Process Improvement (Any process improvement)
Processimprovementisanothertestinservicerecovery.Processimprovementis concerned with practice of identifying, analyzing and improving existing business processes (Van Vaerenbergh and et.al., 2019). This is done in order to optimize performance, meet highest standards of practice and this also involve improving quality and the user experience for end- usersandcustomers.Processimprovementinvolvesidentifyingprocessand thishelpin identifying process that is not effective and has scope for improvement. In several cases ineffective practices cause issue to customers and by identifying such processesPark Grand Londoncan undertake service recovery. By improving processPark Grand Londoncan resolve and address issues being experienced by customers or guests of hotel. Financial Performance Financialperformanceinvolvesanalyzingcostofassetsandprocessandrevenue generated by these costs. There are certain elements that affect financial performance ofPark Grand London these are customer satisfaction, customer retention, and cost of operations. In order to undertake service recovery Park Grand London requires analysing financial performance of Park Grand London. Failure of service is also linked with financial performance and increase cost of the company (Dong and et.al., 2020). This is why analysing financial performance can help in identifying factors that cause failure to service. Park Grand London can determine response it can take to address issues and improve financial performance and respond to service failure. LO4 Survey Report Background of the survey Survey has been conducted to gain knowledge about howPark Grand London can improve its customer service. In order to collect information about how to improve customer service this survey has included customers. Questions for the Survey Q1:Your overall experiences about hotel Front Office operations, including Check-in and Check- out and complaint handling procedures by the Guest Relations officer. Q2: Your experiences about hotel’s Housekeeping performance.
Q3: Your overall dining experiences in the hotel’s Restaurants. (Breakfast, Lunch, afternoon tea and Dinner). Q4: What is your experiences about Hotel’s Maintenance department? Survey Methodology Survey has been conducted on the basis of exploratory research and for the purpose of surveyquestionnairehasbeenutilised(PeytchevandPeytcheva,2017).Inthisthrough questionnaire responses have been collected from customers regarding different aspects of hospitality services. Recommendations On the basis of responses collected from customers regarding different aspects of hospitality services ofPark Grand London some of recommendations are as follows- Ineffective communication with staff is one of the problems and issue that was identified during survey and in order to deal with this situation it is important thatPark Grand London have effective communicationpractices. Thisis important to inform customersregarding their bookings and any additional changes that are made in their booking before they check-in. This is because not communicating with them can cause customer dissatisfaction. Some of the things are very important to communicate with guests like changes in bookings, cancelling their bookings and communication of such information is very important. Park Grand London also should place more emphasis on maintenance of their property because ineffective maintenance affected experience of customers and led to unsatisfied guests and this is why it is very important that hotel place more emphasis on maintenance of the property. Some of the guests have issues with bathrooms and other elements not as good as their expectations and noise around hotel rooms. These elements have negative impact on satisfaction of guests. It is recommended that Park Grand London should improve its housekeeping performance (Buhalis and Leung, 2018). This is because some of the customers have complaint with the elements that are part of housekeeping services. Some of the guests says that their rooms were not ready on their arrival and this reflects inefficiency of housekeeping and this is why it is very important that Park Grand London works on effective housekeeping because it plays important role in satisfaction of guests. In order to improve performance of housekeeping they can
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
undertake training and effective work management in housekeeping department. Doing this will help Park Grand London in avoiding unsatisfied guests. Enhancing room service is also an important recommendation for Park Grand London. Some of the guests complains and said that room service of Park Grand London was not at all effective. It isveryimportanttohaveeffectiveroomservicewhichinvolvesidentifyingcustomer requirements and serving them accordingly. In hospitality organisations these are very important elements and this is why such factors and elements of the services should be well considered. Other than these, one of the important recommendation is that hotel should create effective coordination in place. This means that those to whom customers contact should contact with other departments so that experience of guests does not get affected by ineffective coordination of the Park Grand London departments (Jung and Yoon, 2018). This means that when guests make request it is important that front office communicate with respective departments and also whenguestsmakecomplaintsParkGrandLondonshouldcommunicatewithrespective department. Through this they will be able to timely resolve complaints of guests.
CONCLSUION On the basis of above study it has been summarized that customer' services play a vital role in hospitality sector because it decides the success of hotels and also help them out in accomplishing goals. It has discussed importance and reasons of maintaining service quality in hospital sector as how it increases customers' satisfaction. It has also discussed requirement of having knowledge related to 4 acid test and their contributions to customers' experience. Improved quality is one of the main key of increased customers' retention and loyalty rate. It has shown some areas which needs to be focused by hospitality sector for improving their customers' service which they identified from survey.
REFERENCES Books and journals Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability towards an ecosystem.International Journal of Hospitality Management.71. pp.41- 50. Dong, Y and et.al., 2020. Supply base innovation and firm financial performance.Journal of Operations Management. Jung, H.S. and Yoon, H.H., 2018. Improving frontline service employees' innovative behavior usingconflictmanagementinthehospitalityindustry:Themediatingroleof engagement.Tourism Management.69. pp.498-507. Peytchev, A. and Peytcheva, E., 2017, December. Reduction of measurement error due to survey length: Evaluation of the split questionnaire design approach. InSurvey Research Methods(Vol. 11. No. 4, pp. 361-368). VanVaerenbergh,Yandet.al.,2019.Theservicerecoveryjourney:Conceptualization, integration, and directions for future research.Journal of Service Research.22(2). pp.103-119. Wikhamn, W., 2019. Innovation, sustainable HRM and customer satisfaction.International Journal of Hospitality Management.76. pp.102-110.