Customer Service Practices and Policies in Hilton and Marriott Hotels

CUSTOMER
SERVICE- AS1

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
Identify and compare two hotel's customer service practices and policies and service quality
vision...........................................................................................................................................1
Identify and compare two hotel's service guarantees and complaints handling procedures.......4
Recommend on development for appropriate customer focused services to improve guest
satisfaction for hotel and how this can become part of hotel's culture and strategy...................5
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Customer service refers to the provision for the services that is generated by the company
to their customers before, after and during the purchase of good and services. In this the
perceptions of the gaining the task is based on the employees who can adjust according to the
customers. It helps the consumers to have an enjoyable experience with the service and goods.
This report is based on Hilton hotels that is one of the global brand offering a varieties of
services to people. This hotel targets the both leisure travellers and business in many cities
nearby airports, convention centres and destinations etc. This project is reflects the numerous bad
customer service- related complaints via social media and due to COVID 19, there is a reduction
in repeat guests due to this hotel profits may affected. This explains the customer service
complaints and service quality vision of hotels with complaint handling procedures. At last it
inculcates the recommendations on development for customer focused services so that customers
are satisfied(Xu and et. al., 2017).
MAIN BODY
Identify and compare two hotel's customer service practices and policies and service quality
vision
It is very essential for the every Hotel to offers the first class customer service to their
guests because it helps in building the long lasting relationship with the customers. This helps in
offerings the company more profits and revenues while retaining the customers within the hotel.
The guest relation manager of Hilton can focus on comparing their services and policies related
to customer with other famous hotel existed in London, so that they can do modifications and
improvement for sustaining in market and attracting the large base of customers(Goodman,
2019). The comparison can be done with Marriott hotel that is the leading hotel in London that
can be shown below:
Basis Hilton Hotel Marriott Hotel
Customer service practices The practices that the Hilton
can followed in attracting the
guest and retaining them with
the company are:
Some practices related to
customer service that is
adopted by Marriott hotel is
shown:
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