Customer Satisfaction in Imperial Hotel Case Study
Added on 2020-06-05
10 Pages2842 Words145 Views
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Imperial Hotel case study
Table of ContentsINTRODUCTION...........................................................................................................................1Analyse the problem from the customer’s perspective..........................................................1Making staff aware about customer satisfaction ...................................................................2Training staff for handling customer complaints...................................................................3Feedback to complaining customers to solve problems.........................................................4Action plan ............................................................................................................................5CONCLUSION................................................................................................................................6REFERENCES ...............................................................................................................................7
INTRODUCTIONFor a business organisation, it is required that they manage their functional andoperational activities in effective manner which helpan effective manner which helps them toprovide desired outcomes easily. Management activity is based on operation process thatincludes planning, managing, staffing, guidelines, monitoring, training or learning andcontrolling. In this world, most of the hospitality industries develop their business structurethrough effective services that they provide to local and international customers (Abe, 2010). Forthis process, it is required that they build business management process in an effective mannerthat helps them to in getting effective growth easily. In this process, some organisations caneasily mange all management and operational process through their working approach to gainhigher productivity of employees and maximum profitability as well as desired growth in anappropriate manner. The current report is based on Imperial hotel Hotel which is located inLondon. This is a well knownwell-known international chain which is operateoperates approx.25 hotels in UK. At resentRecently, this hotel faces lots of difficulties due to the reason of Poorpoor customer’s satisfaction. These This kind of problemsare arises due to some specific reasonas untrained staff, poor facility, ineffective accommodation, improperand improper quality offood and less customer’s satisfaction towards organisation's services. For this, organisation needto build some specific approach that help them to build quality for employees and interactionwith customers in effective manner that helping them to earn long term benefits easily. Thisreport includes problem from the customer’s perspective, making a specific process for staff tobuild awareness about customer satisfaction, training staff for handling customer complaints andappropriate action plan that needs to be taken according tonto specific situation.Analyse the problem from the customer’s perspectiveThere are various kind of issues regarding service of Imperial hotel Hotel which arefacing faced by its customers and it will impactson as reducing reduction in its goodwill. It isessential to solve all problems from client perspectives by implementing effective rules andtechniques. This will facilitates to improve profitability of an given organisation as well as retainregular customers. Some of issues which were analysed by guest satisfaction survey with clientcards fulfilled by them are given below:1
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