Quality Customer Service Management in Hotels

The report provides a comprehensive analysis of the importance of quality customer service management in hotels. It highlights the need for effective policies and procedures to ensure customer satisfaction, including reception services, room services, restaurant quality, and tour experiences. The report also includes a customer survey that reveals areas for improvement, such as controlling prices and appointing a head of housekeeping staff. References are provided to support the discussion.

MANAGE QUALITY
CUSTOMER SERVICE

Table of Contents
INTRODUCTION...........................................................................................................................6
Part 3................................................................................................................................................6
Policies and procedures...............................................................................................................6
PART 4............................................................................................................................................7
Legal requirements .....................................................................................................................7
PART 5 ...........................................................................................................................................7
Customer survey..........................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
In order to excel in any business it is very necessary that management take care of
various aspects which has direct impact on the profitability of business. Following report will
discuss different polices and legal need regarding specific factors so that the organisation can
continue its operations properly (Shanka, 2012). Lastly the report will conclude with the
interpretations of customer survey regarding the quality of ‘Coloured Sands Resort’ products
services.
Part 3
Policies and procedures
Different process and plan of action are flowed in order to overcome the various
problems while taking the services in the various hotels:
Bookings – In order to avoid any in convince for customer management should take care of their
advance bookings. A policy should be made that the reserved seat will not be given to any client
Staff presentation – Policy regarding increasing the efficiency of employees need to be
formulated. Management should see that no client face problem in getting the services. In case if
a situation arises than the issue should be resolved as soon as possible (Ryu, Lee and Gon, 2012).
Order policy – as given in the case study that the couple had to wait long for their order policy
regarding this should be framed in which maximum time limit should be given which will be
required to bring the order on table.
Customer service – In case the clients encounter any issue it should be given maximum care by
the manager as this effects the brand image to a great extent.
PART 4
Legal requirements
Pricing – The legal requirement behind setting the price of various commodity are very strict. It
is important for the hotel industry to mention the value of various products against them and
there is maximum limit above which company can not charge from the customers (Setia,
Venkatesh and Joglekar, 2013).
1

Advertising – According to law, an organisation can not present wrong information about a
company in an advertisement. They have right to praise their product or brand but they can not
depict shortcoming of their competitors (Lee, Lee and Kang, 2012). They also have to follow
various norms and rules made by government which may relate to use of use of animals or
religion etc.
Complaints handling – An organisation who is operating in this industry have to register
complaint done by their customers. If they have some serious issue than they can knock the door
of court. Company have to make a department who solves various problems relating to
customers (Tan, Benbasat and Cenfetelli, 2013).
Product safety – Quality of food should be checked in regular interval of time so organisation
can avoid serving of an expired product. They have to store them in proper location and an
appropriate agency have right to invest premise of a hotel so they can check quality of food.
PART 5
Customer survey
1.
After the survey conducted an effective data was collected which could be utilised for making
appropriate changes in the management. It was observed that most of the customers were
satisfied with the reception services as more than 50% of clients liked the services hey were
given with. Than when data was collected regarding the room service than the response was not
in favour as 59% customers were not satisfied with it. Later the questionnaire contain queries
regarding the quality of restaurant in which the response was good as 67% customers liked the
variety and taste of food as well as the tour was also considered as 37% were highly satisfied
with the total trip (Wu, 2011). Thereafter, when the review regarding the seaside was collected
than 56% liked the view saying that the pool area was good even. Finally, the questions were
asked regarding the entertainment facilities provided in which 845 gave the response in favour
and liked the facility. It shows that the cooking department of the restaurant is good and need to
work on its room service department in order to develop their business.
2.
After analysing the above data it can be identified that the department of house keeping needs
maximum attention. It is very important to appoint head over the staff involved in this
2

department so that he can keep regular check on the quality and maintenance of standards. After
this the prices should also be controlled as customers satisfaction level is also affected by the
level of price they pay against each tour (Naeem Akram and Saif, 2011). Hence both the factors
needs the involvement of higher management in order to get the desired output.
3

REFERENCES
Books and Journals
Shanka, M.S., 2012. Bank service quality, customer satisfaction and loyalty in Ethiopian banking
sector. Journal of Business Administration and Management Sciences Research, 1(1),
pp.001-009.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International Journal of Contemporary
Hospitality Management, 24(2), pp.200-223.
Setia, P., Venkatesh, V. and Joglekar, S., 2013. Leveraging digital technologies: How
information quality leads to localized capabilities and customer service
performance. Mis Quarterly, 37(2).
Lee, S.M., Lee, D. and Kang, C.Y., 2012. The impact of high-performance work systems in the
health-care industry: employee reactions, service quality, customer satisfaction, and
customer loyalty. The Service Industries Journal, 32(1), pp.17-36.
Tan, C.W., Benbasat, I. and Cenfetelli, R.T., 2013. IT-mediated customer service content and
delivery in electronic governments: An empirical investigation of the antecedents of
service quality. MIS quarterly, 37(1).
Wu, C.C., 2011. The impact of hospital brand image on service quality, patient satisfaction and
loyalty. African Journal of Business Management, 5(12), p.4873.
Naeem, H., Akram, A. and Saif, M.I., 2011. Service Quality and its impact on Customer
Satisfaction: An empirical evidence from the Pakistani banking sector. International
Business & Economics Research Journal (IBER), 8(12).
4

5