Demonstration of Effective and Excellent Customer Service

This article discusses the significance of effective customer service in the hospitality industry. It includes a real-life situation where a hotel staff member went above and beyond to impress a frequent customer. The article also explores the consequences of ineffective customer service and provides insights on handling customer complaints. Overall, it emphasizes the importance of excellent customer service in building positive relationships and enhancing brand reputation.

HOSPITALITY
INDUSTRY

1. Demonstration of effective and Excellent Customer Service
Situation
When I was manager in the hotel Four Seasons situated in United Kingdom. One day I
noticed that a customer who came into our hotel most frequently came towards the cash counter
in order to check out from the hotel amenities after their 2 days stay in the hotel. He was very
much known to me as well as all the other staff members working within the hotel. Our reception
person took an initiative of proposing very good customer service to that customer as he put a
sweet gesture note along with the payment slip that has been given to that customer at the time of
leaving the hotel. I appreciate that sweet gesture of my staff member as he takes an initiative to
impress the customer while all other hotel staff members might not take such initiative. Such
activities help to build a positive relationship between that customer as well as us in order to
fulfill the requirement of giving excellent customer service to our frequent consumers. These
also open chances for us to target out potential consumers as well (PHAM, D.B.T., 2020).
Analysis
With the help of this incident I was able to analyze that make surprises and delighted key
components for the consumers makes the customer service as well as retention strategies most
effective and fruitful for the organization (Feistel, M.S., 2018). It has been evaluated with my
experience is that the repeat customers are the best type of consumers to have and they are highly
appreciable by the hotel staff members as well because the frequent visits creates friendly
relationship among the staff members as well as consumers. So, it is highly commendable to take
such initiatives in order to impress the guests within the hotel in order to enhance the brand
reputation (Almohaimmeed, B.M., 2017).
Ability to achieve this
With the help of effective communication with the guests at all the time while they are
within the hotel premises helps to enhance the customer service given by the staff to their
consumers (Adika, M.K., 2018). Using powerful words such as thank you, apologies, etc. are
strongly important. With the immediate actions to provide them prompt services are highly
appreciable by consumers along with making them feel appreciated at all the times.

2. Unable to achieve effective Customer service
Situation
In my previous job I experienced one situation in which my hotel staff member was unable to
provide effective and efficient customer service to one of our guest. The situation was that the
customer was not happy with the hotel room cleaning services as one of the staff member in
cleaning staff are sort of aggressive in nature and due to which chaos arises between the staff
member and the guest. Ultimately, as manager of the hotel, I got to came in between the whole
situation and resolve the issue with suitable solution. However, the whole situation irritates the
guest badly and at the time of giving reviews for our hotel, customer gave 2 stars or poor rating
for the hotel which more or less affects the brand image within the market space. Because each
and every review is crucial for business person to run their business efficiently (Parmler, J.,
2021).
Analysis
Through this complete situation I came to an analysis is that using the right tone and
language is just one and primary aspect of great customer service attitude that has been
expected from the staff members within the hotel as well as in any other business. Actually
guests want to feel that they are the most important within the hotel premises and they are paying
for the same as well (Madzík, P., 2019).
Learning achieved
With the help of this complete incident I get to learn that effective training sessions of
staff members are highly helpful in order to stay positive and calm at the place of work and
minimize the risk of arising such kind of problematic situation at the workplace (Chi, C.G.Q.,
2018). Setting of approximate time in order to resolve any problem or issue arises within the
hotel and always give specific time but never underestimate the amount of time the problem will
require in order to resolve the issue completely or in a manner which provides complete
satisfaction to the guests because the half solution is always equals to or considered as no
solution for the person who is facing the issue.

3. Guest Complaint Handling
Situation
Wi-Fi complaints are the most common complaints make up by the guests within the hotel.
Same situation arises in the hotel in which I was working. One of our guests came to our
reception counter about the Wi-Fi complaint that it is not working in their room. The person was
unable to connect their laptop as well as their mobile phone with the network service that has
been provided by our hotel for using at free of charge. I inspect the whole situation in most
appropriate manner and then came to know that mostly Wi-Fi passwords are hand written on the
card which was available inside the guest book presented in the room for the guidance of the
guests and to resolve any queries (Sah, A.N., 2017). After complete inspection I came to the
conclusion that one alphabet of the password was written in a manner which misinterpret by the
guest and that is why he was unable to connect with the server of our Wi-Fi services.
Analysis
After the above mentioned whole situation I have analyzed that listening to the problems of
guests or their concerns with complete empathy always helps to solve the situation in most
effective manner. Another thing I have analysed that resolving the problems in front of other
guests always enhance the severity of the situation and might affect the guest self esteem as well
(Behboudi, L., 2017). At that time I gave my undivided attention to that person in order to
console him and personally involved with him to resolve their issue in efficient manner.
Learning
The above situation gives me learning about the concept that never ever avoid customer
complaints as they are most important for the functioning of the business activities. Honesty is
the best policy while handling the guests as well as their complaints and never makes any false
promises that exceed the authority of an individual. It highly affects the brand image of the hotel
in front of their competitors within the market space. The staff of the hotel should develop an
approach for dealing with all kind of guests that are coming in their premises for their services
(Waheed, A., 2018). However, it is correct that some guests’ complaints are part of their nature
and such kind of guests never ever gets satisfied with any kind of solution. But apart from this, it
is still advisable to keep calm at the place of work and patiently handle the guests in order to
satisfy them.

REFERENCES
Books and journals
Almohaimmeed, B.M., 2017. Restaurant quality and customer satisfaction. International Review
of Management and Marketing. 7(3).
Cai, R. and Chi, C.G.Q., 2018. The impacts of complaint efforts on customer satisfaction and
loyalty. The Service Industries Journal. 38(15-16). pp.1095-1115.
Hallencreutz, J. and Parmler, J., 2021. Important drivers for customer satisfaction–from product
focus to image and service quality. Total quality management & business
excellence. 32(5-6). pp.501-510.
Hosseini, S.H.K. and Behboudi, L., 2017. Brand trust and image: effects on customer
satisfaction. International journal of health care quality assurance.
Mahmoud, M.A., Hinson, R.E. and Adika, M.K., 2018. The effect of trust, commitment, and
conflict handling on customer retention: the mediating role of customer
satisfaction. Journal of Relationship Marketing. 17(4). pp.257-276.
Martinaityte, I., Sacramento, C. and Aryee, S., 2019. Delighting the customer: Creativity-
oriented high-performance work systems, frontline employee creative performance, and
customer satisfaction. Journal of Management. 45(2). pp.728-751.
PHAM, V.T., TRAN, D.M. and PHAM, D.B.T., 2020. Impact of service quality, customer
satisfaction and switching costs on customer loyalty. The Journal of Asian Finance,
Economics, and Business. 7(8). pp.395-405.
Ringle, C.M., Gudergan, S.P. and Feistel, M.S., 2018. The link between customer satisfaction
and loyalty: the moderating role of customer characteristics. Journal of Strategic
Marketing. 26(4). pp.298-317.
Tandon, U., Kiran, R. and Sah, A.N., 2017. Customer satisfaction as mediator between website
service quality and repurchase intention: An emerging economy case. Service
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Yasmeen, H., Mofrad, A.A. and Waheed, A., 2018. Corporate image and customer satisfaction
by virtue of employee engagement. Human Systems Management, 37(2), pp.233-248.
Zimon, D., Kaczor, G. and Madzík, P., 2019. The impact of the level of customer satisfaction on
the quality of e-commerce services. International Journal of Productivity and
Performance Management.

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