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Communication Strategies for Managers

   

Added on  2019-12-03

12 Pages3267 Words142 Views
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Customer Service
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Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................3TASK 2............................................................................................................................................3Customers need analysis for different types of customers who used hotel and restaurant ........3Customer feedback survey questionnaire ...................................................................................4Methods that could be used to collect qualitative and quantitative nature data..........................6Recommendation for changing in policies .................................................................................6TASK 3............................................................................................................................................7a) Different communication types and their benefits along technology tools............................7b) Self assessment questionnaire to be used by staff during training.........................................8TASK 4............................................................................................................................................9CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................11
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INTRODUCTIONCustomer service is the procedure adopted by different organisations for providing betterservices to the customers and to satisfy them. It success of these services depends upon staffmembers of that organisation that how they treat their customer and clients. With better customerservices, companies can attract more customers towards it which leads to formation of a goodmarket image. This report consists of policies and quality services of Hotel Marriott. Along withthis, it contains proper analysis of customers and employees perception for improving theservices and communication among them. Customer need analysis, their feedback andtechniques for better communication are explained in detail. TASK 1Attached in pptTASK 2Customers need analysis for different types of customers who used hotel and restaurant Over the past decade, big hotel brands like Marriott and Hilton have seen unpredictedgrowth. But unfortunately along with several benefits some drawbacks and issues are alsoraised. Marriott is still facing customer complaints and customer dissatisfaction related problemsat workplace. In such kind of crucial situation, it is necessary for management of firm to conductneed analysis to better interact with customers and solve their queries in a significant manner(Oliverira and Gimeno, 2014). Customers visit hotel have different needs and expectations. For example, upper and businessclass people demand for high quality of services and different tools such as Wi-Fi and so on . Onthe other side, middle level customers have different demands and they prefer quality of foodsand other services at affordable price (Hawes, 2015). In order to better understand needs ofexpectations, it is necessary for management of Marriott to take proper measures to understandthe needs of customers. By establishing proper communication with customers, hospitality firmcan be able to build trust and cooperation between management and customers in a significantmanner (Hudson and Hudson, 2013). Need analysis of customers can be conducted in thefollowing manner.Business needs: Marriott hotel is provided world class facilities to their business classcustomers. For fulfilling their business needs, enterprise provides variety of techniquesand services to them such as conference room, Wi-Fi, projector, laptop and other tools
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which are required in conducting business meeting. All these things provided by Marriotmotivate customers to conduct conference and business meeting kinds of events withinorganization effectively (Hsieh, 2012).Leisure needs: Most of the customers visit the hotel for having fun time and leisure timewith their friends and relatives. The main purpose behind visiting hotel is to spend qualityof time with their colleagues. In order to fulfil leisure kinds of needs, it is essential formanagement of Marriott to deliver various services such as, swimming pool, spa, pubs,restaurant and games for children, disc etc. to its customers effectively (Nykiel, 2007).Event needs: Along with the business and leisure needs, it is essential for management ofMarriott to emphasize on needs of people who want to organize special event like,marriage, birthday party and other kinds of events etc. within hotel. In order to hostevent, it is necessary for organization to concentrate on availability of resources such aschefs, bartenders, security guards and waiters which are necessary for successfulorganizing event within hospitality firm (Ford, Sturman and Heaton, 2011). Customer feedback survey questionnaire In the context of solving increasing customer complaints and dissatisfaction types ofproblems, it is necessary for management of enterprise to conduct feedback survey questionnairefrom customers (Inghilleri And Solomon, 2010). By doing this, management would be able toidentify the needs and preferences of customers in a significant manner. The feedback surveyquestionnaire can be prepared as follow.1. How long you used services and product of our hospitality firm?Less than a month 1-6 months 1-3 yearsOver 3 years2. What aspect of hotel product/service were you most satisfied by?Quality PricePre usage experience Better customer service Repeat purchase experience
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