To find out the customer retention policy and satisfaction level. A case study of Hilton Park Lane London.

TITLE: “To find out the customer
retention policy and satisfaction level. A
case study of Hilton Park Lane London.”

ABSTRACT
Present research project is based to study the various policies that can be used by
organisations to retain the employees for long time period. Employees play a crucial
role in success of an organisation so it is essential for every enterprise to keep them
satisfy in order to sustain in market for long run. Further, satisfaction of customers is
another most important element for a business enterprise to achieve success. It is
essential for all organisations working in hospitality sector to offer better and quality
services to its clients to satisfy them.

Table of Contents
ABSTRACT....................................................................................................................................2
CHAPTER 1....................................................................................................................................1
Introduction ...........................................................................................................................1
Background of the organisation .............................................................................................1
Research aim..........................................................................................................................2
Research objectives................................................................................................................2
Rationale.................................................................................................................................2
CHAPTER 2....................................................................................................................................3
The literature review...............................................................................................................3
CHAPTER 3....................................................................................................................................5
Research Methodology....................................................................................................................5
Introduction............................................................................................................................5
Research onion.......................................................................................................................5
CHAPTER 4....................................................................................................................................7
CHAPTER 5....................................................................................................................................8
Recommendation ...................................................................................................................8
Conclusion..............................................................................................................................8
REFERENCES................................................................................................................................9
APPENDIX....................................................................................................................................10
1. Time-frame.......................................................................................................................10
2. Questionnaire....................................................................................................................12

CHAPTER 1
Introduction
Today, competition has become intense both at domestic and international level,
where in order to gain competitive advantage every company seek to gain high
retention of customers for longer period of time (Bowie and et. al., 2016). This would
help in earning high profitability as well as getting a strong position at competitive
marketplace. The present research is going to analyse the customer retention policy for
hotel industry and the level of satisfaction organisations can gain via offering better
quality of products and services. For this purpose, case analysis is done on Hilton Park
Lane London, to identify how respective organisation works on enhancing its customer
satisfaction.
Background of the organisation
Hilton Park Lane London is one of the branch of Hilton Hotel which is situated on
Park Lane in London. It has established in 1963, having 28 storeys including more than
453 rooms. Under UK Business Traveller Magazine, it is known as one of the best hotel
in UK that offers best quality of services to customers (Nankervis and et. al., 2016). Due
to one of the incident which was happened in 2011, that is a fire broke out in the kitchen
of this hotel. According to BBC news, that time more than 1500 guests were evacuated,
but with the help of fire-brigade, the fire was controlled and there were no major injuries
happened (Fire at Hilton Hotel in Mayfair tackled by London crews. 2011). But it had
threatened many travellers and tourists due to which, this hotel failed to gain retention of
them for longer period.
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