Customer Service in the Hotel Industry: Practices, Policies, and Strategies

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................2
MAIN BODY...................................................................................................................................2
Hotel customer services practices, policies and service quality vision.......................................2
Hotel service guarantees and complaint handling procedures....................................................4
Recommendation on appropriate customer focused services to improve the satisfaction of
guest and in what way it can become the part of hotel culture and strategy...............................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8
1

INTRODUCTION
Customer service can be defined as taking care of customers and solving the issues which
they are facing while taking the services of any organisation. It is the way by which full help and
support is provided to consumers(Garri., 2021). Offering the best services to the consumers must
be the responsibility of the management of a hotel where they have to provide excellent services
to them. The hotel industry is a customer centric business in which it is very important to keep
the consumers happy and this can be done only when they provide the best service. It is the only
method by which the consumers can be satisfied and would like to come again to take the
services. It is very important for the success of a hotel and also ensures the brand loyalty of the
customers towards them. Queens Hotel is in London which is just a walk away from Finsbury
Park Station. This hotel provides all the amenities covering the English breakfast, continental
foods and many more. which is required by a consumer This report will cover customer service
practices, policies and service quality vision, hotel service guarantees and complaint handling
procedures and recommendation on on better customer focused services to improve guest
satisfaction and in which way it can become the part of hotel culture and strategy.
MAIN BODY
Hotel customer services practices, policies and service quality vision
Hospitality industry is all about providing best in class services to the customers of the company.
In order to survive in the market, it is important for the company to make sure that they are
satisfying the needs and demands of the customers. It is essential for the company to work
accurately and according to the dynamic environment of the industry(Faller and zu Knyphausen-
Aufseß., 2018).
Conference rooms: The hotel offers conference room facilities to their customers and
delegates. Conference rooms is important for the business guests of the company as it helps them
in organising their meeting and can carry on their business activities. In case of Queens Hotel, it
provides a perfect opportunities for them to attract business population in their hotel. The
company has around 13 flexible meeting rooms and 15 conference rooms which can serve
around 500 people.
Rooms and accommodation: The hotels main facility is providing accommodation and
room services to their customers. In context to Queens Hotel, the hotel has four floors with
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