Improving Customer Service Experience Essay - Glenmore Hotel
Added on 2020-07-22
14 Pages2816 Words144 Views
Improving CustomerService Experience inGlenmore HotelsNo. of Pages: 6Total words: 1525
Executive SummaryHospitality is becoming more diverse and competitive era by era. Therefore, to maintainthe leading market position Hotels have to hold back high quality of customer experienceincluding their facilities and services. In order to improve customer experience, it is important toconsider 3 key steps which are analysing customer needs and wants, providing changes forimproving facilities and services, and structuring customer interface that will allow to put thechanges into practice. Further, This report provides analysis of each step and recommendationsfor improving customer experience in Glenmore hotels, a chain of budget hotels in Scotland thatplan to expand their business into the rest of the UK. Hence, the report identified theimprovement measure and techniques to connect with consumers in order to make them awareabout the restructuring and changes in services. i
TABLE OF CONTENTS Executive Summary..........................................................................................................................iTASK A: REPORT PLAN..............................................................................................................1TASK B: REPORT..........................................................................................................................1INTRODUCTION...........................................................................................................................1STEP BY STEP PROCESS.............................................................................................................1Step 1: Analysing customer’s needs and wants .....................................................................1Step 2: Providing changes for improving facilities and services ..........................................2Step 3: Structuring the customer interface.............................................................................3RECOMMENDATION ..................................................................................................................4CONCLUSION ...............................................................................................................................4REFERENCES................................................................................................................................6APPENDIX......................................................................................................................................8ii
TASK A: REPORT PLANList if stages in recommended processMonitoring and reviewing staff policies and performance.Division work among employeesEvaluation of changing challenges of market.Sections in ReportStep by step process that is Step 1: Analysing customer’s needs and wants Step 2: Providing changes for improving facilities and services Step 3: Structuring the customer interfaceRecommendation Details of Executive SummaryIt covered improvement measures for customer experience, which is done by following 3 keysteps which are analysing customer needs and wants, providing changes for improving facilitiesand services, and structuring customer interface that will allow putting the changes into practicein Glenn more Hotel. List of points in sections of reportStep 1: Analysing customer’s needs and wants Step 2: Providing changes for improving facilities and services Training and developmentImprovement in room facilitiesStaff management SurveillanceStep 3: Structuring the customer interfaceContextContentCommunityCustomization1
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