Comparing Customer Service Practices and Policies of Shangri-La Hotel and Ritz Carlton

Customer service 6

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Identify and compare the two hotel’s customer service practices and policies and service
quality
vision..........................................................................................................................................3
Identify and compare the two hotel’s service guarantees and complaint handling procedures.. 4
Recommend on the development for appropriate customer focused services to improve guest
satisfaction.................................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Customer service is linked with the one on one interaction between the consumer in order
to provide them with the best possible services. This study will focus on comparing the customer
service practices and policies and service quality
vision of the Shangri-La Hotel, At The Shard, London and Ritz Carlton, London. This study is
also significant in comparing service guarantees and complaint handling procedures of the two
hotel. Furthermore, appropriate set of recommendation associated with the development of
significant customer focused services. Shangri-La Hotel, At The Shard, London offers exuberant
range of services and other set of authentic wellness programmes. On the other hand, the Ritz
Carltonis one of the best and prestigious hotel and is a member of international consortium.
MAIN BODY
Identify and compare the two hotel’s customer service practices and policies and service quality
vision.
The customer service policy is another significant pivotal strategy which is useful in the
development of significant customer service culture within the company (Rahimi and Kozak,
2017). It is considered to be as the written code of conduct which are to be taken into
consideration by the employers and employees in order to serve customers. Shangri-La Hotel,
At The Shard, London provides exceptional customer service with wide range of hospitality
services. It tends to have 202 suites and rooms and with the spectacular city views. It has three
signature dining venues and also has highest infinity pool in London. Shangri-La Hotel, At The
Shard, London tends to offer exuberant range of services and other set of authentic wellness
programmes. It provides best possible hospitality services with experienced staff. It also offer
infinity sky pool, gym, relaxing spa treatments and sauna. It also provides customers with the
tailored made services to enhance their staying experience. Various other services like breakfast,
upgradation, customization, luxury, business services and parking services, bar, laundry, dine-in,
Wi-Fi, etc. has been available to provide the best possible customer services. It offers the best
possible customer service offers and packages. It offers best possible customer service linked
with the 24 hour concierge service, laundry and valet services, children services, 24 hours in-
room dining, in- room spa services, car rental services, event, conferencing and banqueting
facilities. The vision of the Shangri-La Hotel, At The Shard, London is to create an