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Room Division Management Handling a Customer Complaint INTRODUCTION

   

Added on  2020-01-07

6 Pages1017 Words412 Views
Room Division Management

Table of ContentsHandling a customer complaint.......................................................................................................1INTRODUCTION...........................................................................................................................1STANDARD OPERATING PROCEDURE ..................................................................................1REFERENCES................................................................................................................................4

Handling a customer complaintINTRODUCTIONWithin each and every hospitality organization, it is one of the main task is to providethem better customer care so that they can perceive quality services and attain satisfaction.Therefore, workers of hotel need to be adequately trained so that they are able to meet theexpectations of customers and efficiently handle customer complaints (Wan and Law, 2017).Here, Hilton hotel has been undertaken in relation to accomplish the study and assess thesignificance of carrying out standard operating procedures which is crucial in handling customercomplaints. The standard operating procedure follows a specific procedure for handling customercomplains and try to resolve their issues so that they can be satisfied. However, employees arerequired to be given proper training regarding solving customer complaints and giving thempleasant stay so that they can re-visit the hotel again in future. STANDARD OPERATING PROCEDURE Here, it discusses regarding creating standard operating procedure in relation to handlecustomer complaints on the F&B department of Hilton hotel. It is as follows- DepartmentF&B departmentManagerF&B managerTaskTo handle frequent customer complaints regarding timely delivery of foodin room. PurposeTo identify the issues faced by guests and provide them better services sothat they can be retained within firm for long term. ResponsibilityF&B manager possess the responsibility to attain maximum customersatisfaction through providing quality products and services and resolvecustomer complaints in order to give them better experience (Kim and et.al., 2016). TimingEmployees should be well trained so that the timing of solving customercomplaint should be quick.FrequencyManager of F&B department need to evaluate the frequency of customercomplaints so that appropriate action needs to be taken in regard toovercome the same and give better services to guests to attain satisfaction1

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