Customer Service Practice and Policies of Two Hotels

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
Customer Service Practice and Policies of Two Hotels...............................................................1
Comparison of hotel Hilton and the Royal national service guarantees and complaint handling
procedures:...................................................................................................................................3
Recommendations........................................................................................................................5
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Customer service is the act of providing services to the customers during, after and before
buying products or services. It refers to the one to one interaction between customer who buying
a product and seller who provides service. It represents firm's brand image, mission and values.
An organisation that values good service to its customer that spend more money in training of
their employees rather than other average organisations. One better customer service can change
whole perception of customer towards the firm. The company which is selected for this report is
“Hilton Hotel”. Hotel Hilton is an American multinational hospitality firm that provides hotel
and resort services. The firm was founded by Conrad Hilton in may 31, 1919, headquarter
situated in McLean, Virginia, U.S. This report covers topic such as comparison customer service
practices, policies and service quality vision, hotel's service guarantees and complaint handling
procedures. Apart from this it also cover customers focus services to improve guest satisfaction
for the hotel.
Customer Service Practice and Policies of Two Hotels
Royal National Hotel London-
Royal National Hotel London is a hotel which operates in London, United Kingdom. It
provides various types of services to its customers at a right price (Al-Weshah, Al-Manasrah and
Al-Qatawneh, 2019). The various customer service practices of the hotel are explained as
follows-
Enhanced cleanliness measures- It is important for the hotels to regularly clean their
premises so that higher-level of hygiene can be maintained (Baur, Henne and Bick, 2016). In
Royal National Hotel London, these measures are being used after the impact of COVID-19 and
thus is a good customer service practice of the hotel.
Social distancing- After the impact of COVID-19 social distancing has an important
place. In Royal National Hotel it is being maintained so as to keep everyone safe and thus is a
good customer service practice.
Safety measures- Due to the impact created by COVID-19 it is quite important to take
extra safety measures. Thus, In Royal National Hotel these measures are being used regularly as
a good customer service practice.
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