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Evaluating Communication Strategies in Starwood Hotels

   

Added on  2019-12-03

12 Pages3230 Words134 Views
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CUSTOMER SERVICE
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Table of ContentsIntroduction..........................................................................................................................................3Task 1....................................................................................................................................................3Task 2....................................................................................................................................................3A. Conduct customer's needs analysis for different type of consumers for hotel............................3B. Design customer feedback survey questionnaire for firm...........................................................4C. Approaches that could be utilized to get qualitative and quantitative nature data for consumers.........................................................................................................................................................5D. Suggestions for modifying policies of hotel...............................................................................6Task 3....................................................................................................................................................7a) Various communication categorises and their benefits as well as technology tools....................7b) Prepare self assessment questionnaire to be utilized by workers during training.......................8Task 4....................................................................................................................................................9Conclusion............................................................................................................................................9References..........................................................................................................................................11
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INTRODUCTIONCustomer service is a facility which is given by the organisation to the consumer after salesof commodities. Effective customer service gives better experience which meets requirements ofthe consumers in the firm. It also enhances satisfaction level of people but ineffective service alsoraise the complaints in organisation. Star wood is one of good hotel in its area which offersoptimistic services to its customers in the nation (Customer service, 2006). The present reportanalyse needs of various types of consumers in the hotel. It also introduces qualitative andquantitative research based methods to know the customer needs in the nation. It also representsdifferent type of communication in the Hotel.TASK 1Power point presentationTASK 2A. Conduct customer's needs analysis for different type of consumers for hotelIn the past years, progress of Star woods hotel was effective in the United Kingdom.Organisation has done better growth in the UK. But corporation is still facing many problemsregarding customer's service which is increasing dissatisfaction level of clients in hotel premises inits area. There are different type of consumers who visit this hotel in the nation (Hudson andHudson, 2013). It is essential for corporation to complete these requirement for expansion effectivecustomer's service in the United Kingdom. To overcome from these problems, Star woods followscustomer's needs analysis in the nation which contribute effective role to recognise the demands ofdifferent type of consumers. There are many type of consumers who come in the hotel with their specific needs. Forexample, Premium and upper class consumers expects high quality of service like proper sanitationand internet service in the Star wood (Gates, Heffernan and Sudore, 2015). On the other point ofview, middle class customer's gives more priority on qualitative foods and other facilities at lowercost in the hotel. Management of organisation has to consider needs of various type of consumers tofulfil them. This process can be possible through better communication with customer's in the Starwoods. This way, organisation can make proper trust on the consumers. This approach can also helpthe hotel to increase the frequency of clients. Corporation can earn better profit as comparison of itscompetitors in the United Kingdom (Pizam, Shapoval and Ellis, 2015). Requirement of consumeranalysis can be conducted through dividing categorises in following manner.Business class consumers- This type of clients require many things to conduct businessmeeting in the hotel. Star wood also provides better facilities like proper internet service
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through Wi- fi, projector, laptop and effective network peripherals devices. These things alsolure the business class people to conduct conference and seminar in appropriate way withinhotel (Torres and Kline, 2013). This way, they can also improve image of Star woods frontof customer's which provides good business in the nation. Local consumers- Generally, these type of consumer come with their family in the Starwood for tourism or any other purpose. So they give better priority on food, beverages,internet, swimming pool, spa and games for children in the hotel. In addition, corporationalso provides these kind of facilities in its premise (Tanford, Raab and Kim, 2012). Thesething also attract local consumer to come in the hotel which increases income of Star woodin the nation.Events consumers- To increase the revenue, organisation has to concentrate towards businessparties, local events, family functions and marriage parties. To complete needs of these typeof consumers, hotel has to manage various type of resources like proper chef, security offunction and proper waiters. This way, organisation can provide appropriate facilities to theirconsumers in order to increase its business in the nation.B. Design customer feedback survey questionnaire for firmTo sort out consumer problems and complaints, organisation can conduct feedback surveywith help of exiting and new customer's in the nation. This kind process can also give newinformation to Star woods for improving their hospitality services in the United Kingdom (Ro andWong, 2012). Management of hotel can get huge help to recognise requirement of consumers in theUK. Generally questionnaire feedback is mentioned below the paragraph. 1. Which type of services you like mostly in the hotelFood and beveragesNature of staff-managementTimely delivery of serviceAny other2.Please rate on service on arrival and check-in for hotelSatisfactoryGoodExcellentUnsatisfactory
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