Customer Service Practices, Policies and Service Quality Vision of Four Seasons Hotel

Customer service

Table of Contents
Introduction.................................................................................................................................................3
Main Body...................................................................................................................................................3
Customer Service practices, policies and service quality vision of hotel.................................................3
Customer Service Practices and Policies.................................................................................................4
Service Quality........................................................................................................................................4
Evaluate service guarantees and complaint handling procedure..............................................................5
Recommendations for developing appropriate customer focused services to improve guest satisfaction 7
Conclusion...................................................................................................................................................9
References.................................................................................................................................................10

Introduction
Customers are one of the integral stakeholders of business who help in driving business
growth and success. To grow in current competitive market, it is imperative to understand the
trends, needs, requirement and preferences of customers. They purchase the product and further
drive revenue in the company. In hospitality, it is crucial to understand the requirements of
customers and offer them services accordingly. It helps in improving the satisfaction level of
customers in significant manner. If customers are satisfied, they purchase the product or avail the
services frequently from the respective business entity. It generates competitive edge for the
company (Hollebeek and Rather, 2019). In the present study, four seasons is taken into
consideration. It is a prestigious hotel chain that was founded in the year of 1960. It is a luxury
hotel and resorts, operates at international level. It is headquartered in Toronto, Canada. The
report is classified in two parts wherein the present part will include customer service practices,
policies and service quality vision of the selected hospitality organization. Further, complaint
handling procedure and service guarantees of the respective hotel will also discuss in the
assignment. At end, recommendations have been included to improve guest service in the hotel.
Main Body
Customer Service practices, policies and service quality vision of hotel
Overview of Hotel
Four seasons is an international luxury hotel and resort brand. It has more than 100 hotels
and resorts across the globe. The hotel was founded in 1960 and headquartered in Canada. It
was founded by a Canadian businessman name as Isadore Sharp. The hotel is known for
innovation, expansion, continuous growth and standardized services. The company is known for
its contribution in the hospitality industry. It has been transformed the industry by combining
personalize, genuine care with commitment of excellence. In 1990s, company opened significant
number of hotels across Europe and Asian Countries (Fourseasons, 2021). It offers exceptional
services to the customers at exotic locations globally. In current time, four seasons is operating
in 46 countries at global level. The portfolio of the hotel consists of more than 100 properties.
They are looking forward to expand the business constantly.