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Customer Service Management for Tourism & Hospitality Assignment - Marriott Hotel

   

Added on  2020-10-23

13 Pages4181 Words117 Views
Customer ServiceManagement for Tourism& Hospitality

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1a) Differences of consumer behaviour between Chinese and British tourists........................1b) Changes required in tourism or hospitality sector..............................................................4TASK 2............................................................................................................................................6Benefits and opportunities derived from exceeding customer expectation in organisationsuccess....................................................................................................................................6CONCLUSION................................................................................................................................9REFERENCES .............................................................................................................................10

INTRODUCTIONIn hospitality and tourism sector, entire success or failure of business depends on serviceoffered to guests. Customer service management can be defined as process of increasingsatisfaction among people by reducing costs, improving agent and field tech productivity,monitor service patterns and more (Hudson and Hudson, 2012). In this report, a description ofcustomer service management in context with tourism and hospitality segment is provided.Marriott Hotel is undertaken in this assignment which deals in hospitality sector. Here,difference among behaviour of consumers belong to different countries are described. On suchbasis of difference, what changes are needed to this organisation also discussed in detail so thattourism can be enhanced in country. Benefits and different kinds of opportunities which can bederived from exceeding visitor expectations towards success of company with limitation indelivering service are also elaborated in further part of this project. TASK 1a) Differences of consumer behaviour between Chinese and British touristsIn travel and hospitality sector, customer service management is consider as mostimportant monetary system. As without consumers, companies working under tourism andhospitality sector, which will not be able to earn adequate revenue. In order to provide betterservice to tourists, in every sector of tourism such as in flight, travel agency, hotels andrestaurants etc. organisations are needed to evaluate their behaviour. It is necessary for keepcustomers and clients happy which will create a large impact on profitability of business as well.Delivering good customer service is considered as essential key factor for attaining success ofbusiness (Jauhari and Bharwani, 2017). In context with tourists, before visiting destination ofother countries, they firstly consider to look out at services of hotels including accommodation.The main issue behind success of business is how employers managed service quality whichincludes level of satisfaction and perceived performance of hospitality sectors. In context with UK, this nation is counted in top countries which serves best services totourists as per their expectation. Government of this region concern more on how to provide bestservices to customers so that tourism can be enhanced. Million people of different territorialregions are come to visit destinations of UK in every year. Consumer behaviour relates withdifferent activities, ideas or experiences which satisfy needs and demands of clients needs1

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