Improving Customer Satisfaction for Holiday Inn Hotel

Customer service

Table of Contents
Assessment 1....................................................................................................................................1
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Analyze and evaluate your selected hotel’s customer service practices, policies and service
quality vision...............................................................................................................................1
Demonstrate your selected hotel’s service guarantees and complaint handling procedures.......3
Recommend on the development for appropriate customer focused services to improve guest
satisfaction for the hotel in which you are the Trainee Guest Relations Manager, and how this
can become part of the hotel’s culture and strategy....................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7
Assessment 2....................................................................................................................................8
INTRODUCTION...........................................................................................................................8
MAIN BODY...................................................................................................................................8
Analyse service quality (SERVQUAL) with specific focus to dimensions and gaps.................8
Demonstrate your knowledge and understanding of the four acid tests of service recovery
within the hospitality organisation.............................................................................................11
Recommendations for better customer service..........................................................................12
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

Assessment 1
INTRODUCTION
Customer services can be describe as the practices conducted by organisation in order to
meet with the needs and requirements of customers. It is essential for the business dealing in
hospitality industry to provide high quality and effective service to customers with the motive of
meeting their needs and demand (Javaid and et.al., 2021). This will lead to have major positive
impact on business as well as its operations. This report is based on Holiday Inn hotel. This is an
American hotel brand that is the subsidiary of Inter continental hotel group. This hotel is
providing high quality products and services with the motive of meeting customers demand and
its head office is located in Denham, Buckinghamshire. This organisation was developed in year
1952 and founder of this organisation is Kemmons Wilson. Holiday Inn organisation is providing
high quality services to customers that includes Food services, lodging, conventions, meetings,
timeshares. This report includes information about customer service practices, policies and
service quality vision. hotel’s service guarantees and complaint handling procedures has been
evaluated in this report. Apart from this customer focused services to improve guest
satisfaction for the hotel has been identified.
MAIN BODY
Analyze and evaluate your selected hotel’s customer service practices, policies and service
quality vision.
It is essential for Holiday Inn hotel to provide high quality and products and services to its
customers with the motive of attracting more and more customers towards business. Customer
are very important part of business and this will lead to have major impact over performance and
productivity of business. Effective and great customer service implies following accepted
procedures like esteeming customers' time, having a wonderful attitude, and giving educated and
ingenious assets, however that you additionally make things a stride further to surpass instead of
1