Customer Service Practices and Policies in the Hospitality Sector

Customer service 9

Table of Contents
INTRODUCTION................................................................................................................................3
Identify & compare two hotel's customer service practices, policies, & service quality vision ....3
Identify & compare two hotel service guarantee's & complaint handling procedures. ..................4
Recommended on development for correct customer focused service to improve guest
satisfaction for chosen hotel & how this can become part of hotel's culture & strategy ................5
CONCLUSION....................................................................................................................................7

INTRODUCTION
In hospitality sector, customer as well as service both are important which help in generation
of profit and sales revenue. Customer service is defined as process of support or help provided by
entity who has purchased the product of a company (Falter, 2020). It is important to provide them
assistance so that, a positive customer relationship is maintained between both the parties. London
Marriott Hotel Kensington, London a four star hotel headquartered in U.K. The hotel provides
ample number of services such as online room booking, free WI- FI, SPA, entertainment facilities
etc. Main aim of this essay is to understand the value of customer service in hospitality sector. This
essay comprises of comparison between two hotel's customer service practices & policies, service
quality, distinction between two hotel's service guarantees, complaints handling procedures and
recommendation.
Identify & compare two hotel's customer service practices, policies, & service quality vision
The hotel industry is changing at rapid scale, and they are developing the business at larger
level. So, in this essay two hotels have been taken which are London Marriott Hotel Kensington,
and St. Ermin's Hotel. Both these are four star hotel which provides various types of services
according to their manageable structures, HR strategies etc. In relation with London Marriott Hotel
Kensington, they focuses on customer service practices which is adopted by them like practices of
to gather data of customers as well as market information & to put a brand goodwill in minds of
customers. Customer services are necessary to be focused so that relationship is being maintained
in proper which is helpful for business productivity. Whereas in context of St. Ermin's Hotel, they
use customer service practices like personalizing the relationship with customers to achieve their
goals effectively and managing customers expectations up to the mark. Then comparison is about
policies in which London Marriott Hotel Kensington have their reservation policy in which they
states that reservations must be guaranteed with a credit card (Senarath, 2019). On the other hand,
in reference with other chosen Hotel they have cancellation, prepayment and reservation policies in
which they accepts all type of debit & credit card. All these policies are necessary to be followed
by so that business efficiency is maintained. Further comes the service quality vision in which St.
Ermin's Hotel, have their vision is to access the customer's data insight to understand their
behaviour in a sector & which assist in providing of better service quality. Their main vision is to
maintain a basis for relationship so that service quality is provided properly. In comparison with
other hotel, their service quality vision is to bring up & provide quality of services to every
customers at appropriate level. They focuses on their core services which helps them in retaining of
end users for longer period. As their main vision is to be the world's favourite travel enterprise.