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Ritz Carlton Hotel Customer Service - Report

   

Added on  2020-06-06

17 Pages4818 Words209 Views
CUSTOMER SERVICE

Table of ContentsINTRODUCTION ..........................................................................................................................11. Customer feedback questioner.....................................................................................................12. Positive and negative factors received form the customers' feedback forms. .............................23. How do you improve the positive factors and correct the negative factors. ...............................44. Explaining the action to monitor the new methods in order to check the effectiveness ofcustomer service...............................................................................................................................65. Recommendations for future improvements. ..............................................................................7CONCLUSION................................................................................................................................8REFERENCES................................................................................................................................9

INTRODUCTION Customer service is the first priority of hospitality sector. It is very important activity forthe organisation to make sure about the customer requirement related any issue and needs. Inhospitality, customer feedback and their experience play a very important role. This helps to getcustomer satisfaction and enhance company image as well. Present report is based on customerservice of Ritz Carlton Hotel Company. It is the most famous hotel chain in America. It has 91luxury hotels and resorts across 30 countries and territories. Report will discuss on customerservice of the organisation and get customer feedback with help of customer feedback form.Furthermore, it will provide positive and negative response of the clients which needs to improvewith some solutions. Purpose of carrying the surveyThe main purpose of this survey is to take the overview or the feedback of customersregarding Ritz Carlton Hotel. Out of 25 customers each customer has their own reviews andpoint of view related to the Hotel premises and services. The main purpose of the survey is to getthe customer feedback and take corrective action plan. 1. Customer feedback questionerClose Ended Question1. On which occasion do you like to stay in Ritz Carlton?a. In daily lifeb. On a holiday.c. On a business trip.d. Other (Please specify): ............2. How many times you visit in Ritz Carlton?a. Once.b. Twice.c. More than Twice.3. How do you like the services of restaurant in Ritz Carlton?a. Goodb. Excellent c. Average 4. Do you think that the staff is offering a satisfactory service?1

A. AgreeB. DisagreeC. Strongly agreeD. Strongly disagree5. Which services do you like other than meal and accommodation?a. Swimming Poolsb. Pubc. Telecommutingd. Other.Open Ended Questions6. What do you think about the hotel rooms? Why?7. Front office staff has offered you the better services. Can you please provide your own opinionin details?8. Kindly share your current and previous Experiences with Ritz Carlton ?9. What is the one thing which Ritz Carlton needs to do to make things better for you?Theme 1: On which occasion do you like to stay in Ritz Carlton?Particular Respondent a. In daily life5b. On a holiday.10c. On a business trip.5d. Other (Please specify): ............52a. In daily lifeb. On a holiday.c. On a business trip.d. Other (Please specify): ............

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