Customer Service

Customer Service

3.1 Sources of information on customer requirements and
satisfaction levels within Marriot
In dynamic era, it is necessary for hospitality
organizations to emphasize on meeting demand of
customers in a significant manner.
Management of Marriot knows that customer
satisfaction is directly related to its managerial ability
and brand loyalty.

Source of Information
New appointed manager can access
information about customers satisfaction
and requirements by using different
sources such as primary and secondary
data collection methods.
Primary data: Questionnaire, Interview,
Survey
Secondary data: Books, Journals, online

3.2 Research on customer requirments and satisfaction levels
for Marriot hotel
 Cleanliness
 Quality Facalities
 Special Facalities
 Quality food services
 Quality Products

4.1 Customer service in a business and service environment.
 Quality Services
 Various facalities attract more customers
 Clean, fresh and friendly enviornment
 Complaints taken by hotel seriously
 Various techniques

4.2 Performance in delivery of customer service and
recommendations
 Performance
 Recommendations

References
 Boella, M. and Gross-Turner, S., 2013. Human Resource Management in the Hospitality Industry: A Guide to
Best Practice. 9th Ed. Routledge
 Oliverira, A. and Gimeno, A., 2014. Customer Service Supply Chain Management: Models for Achieving Customer
Satisfaction, Supply Chain Performance, and Shareholder Value. FT Press.
 Ro, H. and Wong, J., 2012. Customer opportunistic complaints management: A critical incident approach.
International Journal of Hospitality Management. 31(2). pp.419-427.
 Chen, K. H., Chang, F. H. and Wu, C., 2013. Investigating the wellness tourism factors in hot spring hotel customer
service. International Journal of Contemporary Hospitality Management. 25(7). pp.1092-1114.
 Law, R., Buhalis, D. and Cobanoglu, C., 2014. Progress on information and communication technologies in
hospitality and tourism. International Journal of Contemporary Hospitality Management. 26(5). pp.727-750.

Communication skills for managers. 2014. [Online]. Available through < http://www.business.vic.gov.au/hiring-
and-managing-staff/staff-management/communication-skills-in-the-workplace-for-managers>. [Accessed on 4th
December 2015].
 Hudson, S. and Hudson, L., 2013. Customer Service for Hospitality and Tourism. [Pdf]. Available through:
<http://www.goodfellowpublishers.com/free_files/Preminary%20pages,%20copyright,%20contents-
86c5df9cc27173d0cb5f82743e39315e.pdf>. [Accessed on 4th December 2015].
.