Report on Customer Service in Marriott hotel

Added on - 06 Jun 2020

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Customer Service
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1A) Reasons for using customer service policies in business organisation..................................1B) Purpose of evaluating a customer service policy and the way it helps in future staff trainingand development.........................................................................................................................2TASK 2...........................................................................................................................................2A) Evaluation of different methods of communication and the way they are used to bestingeffect ‘customer focused culture’................................................................................................2B) Influence of customer service provision on customer perception..........................................3TASK 3............................................................................................................................................5A) Assessment on the source of information on customer requirement and satisfaction level.5B) Research on customer requirement and satisfaction level of Marriott hotel.........................5TASK 4............................................................................................................................................7A) Plan and deliver better service programme...........................................................................7B) Reviewing own performance.................................................................................................8CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTIONCustomer service can be describe as the various services' assistance, advisepresented by the firm to their customer who buy their product or services. It has become one ofthe important part of today world as many of the people are making customer satisfaction as oneof their main base through which profit can be brought in the firm. In current report Marriotthotel has been taken into consideration. The firm is known for its luxurious hotels and eyepleasing resort. The firm own its existence for 60 years and has become one of the leading firmof the nation. The Forbes has included the firm in the list of best working firm of the nation. Thefirm has more than 566 hotels and resort working under this brand. The firm has establisheditself as one of the leading brand all over the world. In current time the firm is operating in morethan 45 countries with more than 360 hotels spread all over the world.1
TASK 1A) Reasons for using customer service policies in business organisationCustomer service is one of the important aspects of any organisation. MarriottInternational hotel is one of the leading service providers in UK. Marriott hotel is one of theleading choice of people as it provide with various facilities like online booking any many moreservices that make the experience of the person better.Customer satisfaction plays an importantrole in the success of firm and its business. Effective customer service helps the organisation inincreasing flow of guests of the firm leading to increase in revenue as well as market share(Jasmand, Blazevic and Ruyter, 2012). Further, it provides firm with competitive advantage.There are several reasons why customer policies should be implemented in the firm few ofwhich are mentioned as below:AccountabilityMarriott hotel is one of the leading firms and working since a long time in this industry.In order to ensure the customer satisfaction, firm provides their staff with necessary training. Italso makes continuous change in their policies so that it can become more customer friendly. Inorder to provide the customers with quality services, it is necessary for the staff to be polite withthemand they should also have proper knowledge of the firm sothat they could provide correctinformation to the service users (Ishii and Markman, 2016).Sustainable competitive advantageCompetitors use various strategies in order to attract customers towards the firm.Promotion, pricing and quality are few basic factors which are given with high importance. Inthis industry, customers expect that the services provided to them should be of the best qualityand effective that do not have any negative effect on the user (Cronin and Bullard, 2015). Withthe help of customer service policies, management can ensure that their service users aresatisfied with the services provided to them. It can help them in developing a positive impact onthe consumers.Good brand imageIn order to create a positive perception in the eyes of customers or investors, it isnecessary to use the policies so that they can provide users with the best services that can helpthem in building a positive image in the eyes of clients.2
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