Customer Service in Hospitality Management

Customer Service in Hospitality
Management

INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................2
Comparison of the two hotel’s customer service practices and policies and service quality
vision......................................................................................................................................2
Marriott Hotel London.....................................................................................................................3
Comparison of the two hotel’s service guarantees and complaint handling procedures........4
Marriott Hotel London.....................................................................................................................4
Recommendation on the development for appropriate customer focused services...............5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Customer service is defined as the service to the customer before, during and after purchase
of a product or a service by the firm. This is a very important tool in any business for
maintaining long term relationships with a customer for brand and customer loyalty (WHY
CUSTOMER SERVICE IS IMPORTANT IN THE HOSPITALITY INDUSTRY,
2020). In this report, business considered is hotel industry. Two hotels are taken, first is Hilton
hotel founded in 1919 and second is Marriott hotel founded in 1927. They both are the leading
international brands in hotel industry which are expanded all over the world. The following
discussions are made on the comparisons of both the hotels in terms of customer service,
policies, culture, strategies, procedures and service guarantees. Moreover, recommendations are
also made from the developing and improving the customer service point of view.
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