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Customer Service in the Host Hospitality Industry in Australia

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University of South Australia

   

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES (SITXCCS008)

   

Added on  2020-03-04

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Hospitality Management focuses on the application of management principles in hospitality. In the current times, a career in hospitality management is growing fast, and it has encompassed various fields such as travel, tourism, hotel related industry, catering, housekeeping and more.

Customer Service in the Host Hospitality Industry in Australia

   

University of South Australia

   

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES (SITXCCS008)

   Added on 2020-03-04

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Running head: HOSPITALITY MANAGEMENTCustomer ServiceName of the StudentName of the UniversityAuthor’s Note
Customer Service in the Host Hospitality Industry in Australia_1
1HOSPITALITY MANAGEMENTExecutive Summery This report includes a close insight about the customer care service of the hospitalityindustry in Australia. It discusses an overview of the policies and guidelines that have been laiddown by the management of the hotel and goes on the elaborate on the scope of improvementand monitoring of the customer services that are offered by the hotel.
Customer Service in the Host Hospitality Industry in Australia_2
2HOSPITALITY MANAGEMENTContentsExecutive Summery.........................................................................................................................1Assessment 1...................................................................................................................................3Introduction and Overview of Pinetrees Lodge...........................................................................3Assessment 2...................................................................................................................................5Policies and procedures for implementing the customer service standards................................5Customer service standards and expectations..............................................................................7Policies and procedures for monitoring the customer service satisfaction..................................8Conclusion.....................................................................................................................................10References......................................................................................................................................11
Customer Service in the Host Hospitality Industry in Australia_3
3HOSPITALITY MANAGEMENTAssessment 1Introduction and Overview of Pinetrees LodgeProviding top customer service that can satisfy a consumer should be done by thehospitality industries in order to maximize their sales and profit in the long run. However, thefirst impression of the hotel industry is a big factor for the customers as based on it the customerloyalty is developed. Pine trees lodge focuses on the personal presentation and greeting processin order to make a good impression in their customer's mind. The resources are presentable andthey greet their guest with pride and a feeling of warmth. Positive customer service provided bythe hotel include lending an attentive ear to the requirements of the customer, keep the promise,give quality service and take necessary actions to solve the problem of the guest. However, theworkers of the Pinetress Lodge listen to their customers empathetically and give their concerntowards the need and demand of the guest who comes to their organization (Pinetrees.com.au,2017). Lack of personal touch, poor quality service, no scope for social media activity and pooravailability of the staffs during the customer’s needs negatively influence the customer service inthe hospitality industry (Tarí et al., 2017). In the context of Pinetrees lodge, the staffs try to makethem available to their guest in order to fulfill their demand. Therefore, they offer social mediaactivity in their organization which gives refreshment to the customer. The hospitality industriesshould be offered product according to their customer needs that will maximize their business. Inthe context of Pinetrees lodge, they offer the seasonal discount to their guest that influences themtowards such organization. Therefore, they arrange their food items based not only based on the
Customer Service in the Host Hospitality Industry in Australia_4

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