Key to Hospitality-Improving Customer Services

Added on - 06 Jan 2020

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Customer Service1
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK A...........................................................................................................................................3a) Reasons for customer service policies and how it assists staff training..................................3b) Evaluation of different methods of communication................................................................5c) Analysis of customer perceptions and service provisions.......................................................7TASK B(1).......................................................................................................................................8a) Sources of information on the customer..................................................................................8b) Analysis of customers requirements and satisfaction for selected business............................9TASK B(2).....................................................................................................................................10a) An excellent customer service you have ever given or received...........................................10b) Self reflection on your customers service skill and ways of improving................................11CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................132
INTRODUCTIONHospitality industry is one of the largest service sectors that render services to host andguests in order to have pleasant experience within the organization(Wu and Liang, 2009). Inother words, customer service is also known as an art or activity to entertain the guests andvisitors who visit different places. Customer service generally ensures comfortable ambiancewith leisure and luxurious stay to all the guests who visit hotels. The growth within hospitalityindustry has given rise to effective customer services to their customers so that they visit thehotel in the future as well. It is considered to be major factor that assist in bringing customersback to the hotel. If the hospitality organization gets positive feedback from the customers, thenthe services of hotel prove to be of good quality. Presently, the report focuses on understandingof the policies that are related with the customer services in the business contexts. Furthermore,it will also analyse influence of service provisions on customer’s perception. In addition to this,report will also analyse the requirement of clients that must be satisfied by the business throughenabling effective customer service.TASK Aa) Reasons for customer service policies and how it assists staff trainingIn order to survive within the hospitality industry, it is essential for the guests andcustomers to know about the different customer services that are offered by the hospitalityorganization. Ritz-Carlton is one of the notable subsidiary companies of Marriott Internationalwhich focuses on providing luxurious and effectual services to their customer so that they getattracted towards their services and prefer to visits their hotel in the nearby future too(Kotler,Bowen and Makens, 2006). Thereafter, as customers are unaware regarding the services that isbeing provided in Ritz-Carlton thus; they must ensure proper customer service policies to satisfythe requirement. The cited hospitality organization will perform well only if they caters propercustomer services to their guests and visitors. Through slashing their service prices and offeringpromotions, they can only attract the customers at once and make profits. But through renderingproper and excellent services, they could keep ensuring customers about their services in thefuture(Keytonand Mohamed, 2010).Another reason for enabling customer service policy is toensure that staff and employees must provide adequate and prime service that keep attract the3
customers towards their hotel that further, enhances the organizational performance. Therefore,through framing adequate customer service policy it will also assists the guests in gainingadequate information regarding the services and privileges that are accessible to the guests. Theassociated policies are mainly framed by the organization that generally focuses on detailing theroles and duties of staff and employees for rendering services within the premises(Carraher,2008). However, the policies also results in delivering quality of the guests that results inachieving loyalty among the customers. In addition to this, policies related to service provisionsof customer service provide a summary of facilities that are provided by the hospitalityorganization. Different customer service policies that Ritz-Carlton may use within their premisesinclude:Warm welcome of the customersThe foremost customer service policy that is being used by Ritz-Carlton hotel is to ensurewarm welcome to the guests and customers who visits their place(Deng and et.al., 2010).Through this policy manager of hotel must ensure proper welcome of their guests by providingthem comfortable and pleasant environment to customers so that they can satisfy their needs andrequirement.Maintaining brand image of hotelAnother customer service policy of Ritz-Carlton assist in maintaining and enhancing theirbrand image in the overall hospitality industry. Thus, through maintaining brand image of hotelthey can easily attract new customer towards their services (Heinonen, Strandvik and Voima,2013). Manager of Ritz-Carlton should maintain the brand image of hotel by providing qualityservices to their clients and guests that visits their hotel so that they should also recommend thehotel service to other customers and guests that enhances their brand awareness.Fond farewellAnother customer service policy of Ritz-Carlton include that staff and employees of thehotel renders fond farewell to the guest and visitors who left the hotel premises so that in futurethey may visits the hotel again and again(Jones and et.al., 2010). In addition to this, it isnecessary for the staff of organization to use the guests name and warm phases that attract thecustomers and fulfil the leisure expectation of the guests. However, the customer service is4
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