Customer Service in the Hotel Industry

Customer service

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
1. Comparison of customer service practices and policies..........................................................3
2. Customer Complain handling techniques at The Ritz Carlton and JW Marriott:....................5
3. Recommendations for Hotel customer service in the COVID-19 era.....................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................1

INTRODUCTION
Customer service is the delivery of facility to the consumer formerly, later and throughout
the purchasing or servicing progression. This assistance is depending on the employees of any
establishment and a good customer service will determine the success of any organisation. This
following report will focus on the understandings of policies and service practices of guests.
Later this report will analyse the complaint handling procedures on comparative basis of two
major chains of hotels. Marriott is an expanded hospitality establishment. It was founded in 1927
by J. Willard Marriott. It is one of the largest chains of hotel in terms of highest room occupancy.
The Ritz Carlton chain of hotels was founded in 1983 by William. B. Johnson.
1. Comparison of customer service practices and policies
Providing customers, the best service quality is beneficial in order to excel in the competitive
market and to acquire best visitant satisfaction and earn brand image and goodwill in the hotel
industry market.
R Carlton follows a “Golden Standard” rule to serve their customers in best way possible.
“Three steps service” procedure for their customers, which includes warm and friendly greeting
to their guest, try to address the guest with their names and lastly when the customer is leaving
the hotel provide them a genuine farewell and remember their name.
The Credo: They represents that the comfort and care of customers is their prime objective. They
believe in providing personalised service and facilities to individuals staying in their property
(Milliman, Gatling and Kim, 2018). For example: If couple traveling with kids, staff will provide
them a nanny or cradle facility, so that they can leave their kids there and can enjoy their quality
time. They closely monitor their customers and try to identify their needs and wants and surprise
them with specialised services.
Motto: The complete staff from ground staff to managerial level or all the four operational
department (F&B, Front office, Housekeeping and Production). They all work together as a
family and they put combine efforts to make the stay pleasant and memorable for the consumer.
The whole employee of company acts accountable to each other.
Policies followed by Marriott:
Training of employees: Their main focus is in training and recruiting the best skilled staff,
because they act as a face of the organisation. Customer’s first encounter happens with staff