Customer Service in Travel and Tourism

This article discusses the importance of customer service policies in the travel and tourism industry, specifically in hotel businesses. It explains how effective policies can improve reputation and profitability of the organization. The article also highlights the reasons for using customer service policies, their purpose, and the consequences of not having them. Additionally, it suggests ways to evaluate the effectiveness of customer service policies and the importance of workforce motivation and training.

Running head: CUSTOMER SERVICE IN TRAVEL AND TOURISM
Customer service in travel and tourism
Name of the Student
Name of the University
Author note

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CUSTOMER SERVICE IN TRAVEL AND TOURISM
Task 1 part 1
Introduction
It is a matter of fact that in today’s world customer service has an important role in
determining the profitability and the reputation of a business organization that operates in travel
and tourism industry. It can surely be said that it is one of the major factors that provides a
competitive advantage to a business organization whose management effectively implement
various customer service policies in the workplace. The business leaders of the organizations like
hotels, restaurants and membership clubs thus should stress on introducing various customer
service policies in their organizations (Pan, 2015). in this regard it should be mentioned that not
only business organizations operating under travel and tourism industry, but the managements of
all types of business organizations should think about introducing effective customer service
policies in the organizations so that their enterprises can experience better productivity along
with increased reputation and profitability due to higher customer satisfaction level. In todays
world it is rare to see that any business organization does not have proper customer service
policies. Actually these customer service policies are prepared in order to help the customers to
get satisfaction to ensure that the transaction of products and goods are done in a transparent
way. It can be said that the customer service policies set by the management is a tool that the
clients of the organization can utilize for their interests.
It is a matter of fact that the policies related to customer service are generally designed in
such a way so that the clients of that organization can get to know the perspective o the
management of the company and it effectively improves the relation of the customers with the

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company that significantly help the business organizations to increase their reputation and that
effects positively the chart of profitability.
Discussion
Reasons for using customer service policies
In the hotel business, the presence of effective customer service policies significantly
helps the customers of the business organization to ensure the satisfaction level of the customers.
In this regard, it can be said that the policies set by the management of the hotel businesses can
help the customers to know what they can expect from the hotel and the policies makes it clear
what cooperation the management of the hotel expects from their customers
(Tuntirattanasoontorn, 2018). Thus it can be said that presence of effective customer service
policies makes doing business more transparent which benefits the management of the
organization to maintain transparency and the customers also gets benefited. For hotel
businesses, understanding and satisfying the demands of the customers is vital and for doing so,
the set policies by the management regarding the customer service plays a significant role. It is
seen that in hotel business, the satisfaction of the clients can be looked at an ultimate way to
determine the success and the profitability of the organization. it can be said that in order to
attain more satisfaction of the customers, it is vital to understand that the quality of the services
provided to the customers of the hotel business is aligned with the expectation of the customers
as they will be needing service that could value the worth of money they are spending (Ren et al.,
2016). The more the management of the organization will be able to understand the requirements
of the customers, the more they will be able to sustain and develop their reputation in their
market of operation and eventually will get a competitive advantage against the rival companies

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operating in the same market. It can be said that the reputation and profitability of a hotel
business immensely depends on the quality of the service provided to the customers and their
approval of how effectively the management of the organization served them (Subramanian,
Gunasekaran & Gao, 2016). Thus, it can be said that the management of the hotel should
effectively introduce some customer service policies in order to achieve more profitability and
gain more reputation.
What are customer service policies used for
Customer service polices are generally used to negate all the complications and
confusions that can take place between the customers and the management of the hotel business.
It is a matter of fact that the management of the hotel should ensure introducing various effective
customer service policies so that they can maintain a basic transparency in their operation and
the customers can utilize those policies in order to get to the point of view of the management of
the hotel and that can help them to have a valid expectation regarding the quality of the services
they can expect from the organization (Pan, 2015). In today’s market, the competition among the
rival hotels has become fierce and ensuring a competitive advantage has become must for the
business leaders in order to secure the reputation along with the profitability of the company. As
in today’s world the biggest challenge that the management of the business organizations expect
is maintaining the satisfaction level of the customers of the company and that is vital for
sustaining the profitability of the business organization (Navarro, Garzón & Roig-Tierno, 2015).

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What could happen if the management did not have these policies
It is a matter of fact that of the management of the hotel organization did not have
effective policies regarding the customer services; it can effectively harm the management’s will
to gain more reputation and achieve more profitability in the market of operation (Power, Sharda
& Burstein, 2015). The customer service policies ensure that the management of the organization
and the customer’s point of view is aligned. Not only that if the customers of the hotel goes
through the customer service policies they can have a rough idea regarding the types and the
quality of the services they can expect from the managerial board of the hotel organization. It is a
matter of fact that the management of the hotel should ensure that there is no gap between the
requirement of the customers and the services provided by the management of the concern
(Murali, Pugazhendhi & Muralidharan, 2016). Effective customer service policies can help the
management of the hotel business to experience greater profitability and reputation.
Part 2
It is seen that whenever in a hotel business the policies related to the customer service are
modified and implemented newly, it would be vital to assess the effectiveness of those policies
set by the management of the organization. For the management of the hotel, it would be
necessary to know that whether the implemented polices are serving the purposes or not. There
are numerous ways to evaluate the effectiveness of the set policies in the hotel businesses
regarding the customer service and those are providing feedback forms to the clients of the
business organization, checking the flow of visitors after implementing the policies and many

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more (Mohsin & Lengler, 2015). By evaluating the customer service polices the management of
the hotel would be able to judge the strengths and weaknesses of the company which is vital to
experience better productivity along with the profitability.
It is worthwhile to mention that the success of the policies related to the customer service
immensely depends on the effectiveness of the general workforce of the company and their level
of motivation and loyalty towards the company (Dabestani et al., 2016). When the management
of the organization learns about the weaknesses of the organization’s customer service policies
by evaluating the set policies, they should ensure that same patterns of mistakes should not be
repeated in the organization if they want to improve the situation of the business organization.
after going through the evaluation process the management of the hotel should introduce some
training and developmental program for the betterment of the effectiveness of the employees of
the company. It can be said that after evaluating the process, the management will be able to
have a clear idea regarding which type of employees they will be needing in order to strengthen
the workforce of the company. Not only that, after recruiting new employees, following the
existing policies the management will be able to introduce training and developmental; programs
for securing the best interests of the business organization (Albayrak & Caber, 2015).
Thus it can be said that the management should give immense importance to the customer
service policies of the organization in order to ensure the profitability and productivity of the
hotel and it can effectively improve the situation of the hotel as in the market full of competition
ensuring the profitability of the organization along with getting a competitive advantage is vital.

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