Customer Service Practices and Policies of Savoy Hotel

This report analyzes and evaluates the customer service practices, policies, and service quality vision of Savoy Hotel. It also demonstrates the hotel's service guarantees and complaint handling procedures and provides recommendations for improving customer focus service to enhance guest satisfaction.

Customer service

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analyse and evaluate your selected hotel’s customer service practices, policies and service
quality vision..........................................................................................................................3
Demonstrate your selected hotel’s service guarantees and complaint handling procedures..5
Recommendations on the development for appropriate customer focus service to improve
guest satisfaction....................................................................................................................7
CONCLUSION ...............................................................................................................................8
REFERENCE...................................................................................................................................9

INTRODUCTION
It is very essential for a company to focus on the quality of their products and services to
gain customer satisfaction. In context of hospitality sector, it is very essential for the companies
to focus on their service providing activities which will help gain customer satisfaction and earn
a better reputation within the market (Janahi and Al Mubarak, 2017). The main purpose of
customer service is to maintain a better relationship with customers so that they will become
their loyal customers lifetime. Savoy hotel is one of the most popular hotel in UK which is
founded in 1889 by Richard D'Oyly Carte. This luxury hotel is headquartered in City of
Westminster in Central London, England. The following report covers customer service practices
and policies and service quality vision, service guarantee and complaint handling process. Beside
this, it also cover recommendations on improvement of customer service within the mentioned
hotel and the ways it will become hotel's culture and practices.
MAIN BODY
Analyse and evaluate your selected hotel’s customer service practices, policies and service
quality vision
In context to Savoy hotel their customer service practices to gain high customer satisfaction is
given below-
 Rooms- Savoy hotel provide well furnished rooms with proper cleaning and attractive
decors which will help their customers get high satisfaction with royal look of rooms.
Well maintained mattress, clean bathroom, good lights and many others are their basic
and essential service to attract their customers.
 River restaurant, The Savoy hotel- This hotel also provide food and beverages services
to their customers which consist of attractive dinning area and well skilled waiters and
waitress which focuses on customers satisfaction and serve them food with politeness and
carefulness (Cao, Ajjan and Hong, 2018).
 Parking- Savoy hotel also provide parking facilities to their customers so that they will
park their vehicles and enjoy hotel's other facilities. After parking vehicles at Savoy

parking area, it is the responsibility of parking in-charge to look for safety of their
customers vehicles.
 Pools- Savoy hotel provide indoor as well as outdoor pool services to their customers
where outdoor pools is set up and designed like beach which help their customers to get
well attracted and feel comfortable after a pool bath. Laundry services- Savoy hotel also provide laundry services to their customers where
they providing normal cleaning, ironing and dry cleaning of their customer's cloths.
There are various kind of customer service policies in Savoy hotel and few of them are
mentioned below-
In every organization there are some customer service policies and they are the legally
authorized documents that guides the method by which employees and organization should
approach customers (Månsson and et. al., 2021). The customer service policies are the standard
code of conduct that mentions the ways to treat a customer or the way to approach for the
customer satisfaction. The different customer service policies of the Savoy Hotel are discussed
below:
Customer service policies of Savoy Hotel
Policy statement: the customer service policy statement is for the customers as for the hotel the
customers are the top priority. All the customers of the Savoy hotel will be treated equally,
respectfully and promptly without any discrimination in regard of age, gender, color, religion,
nation and language.
 Cleanliness and hygiene- In savoy hotel after the pandemic the hotel employees,
employers and guest are concerned for the health. The hotel staff should use hotel
management software to make the guest aware about the sanitation, cleanliness and
hygiene safety standards of the hotel. Also the customers are request to sanitize
themselves before entering the premises.
 Providing facilities to people with disabilities: Savoy hotel has all the facilities for the
physically disabled guest such as wheel chairs, lifts, different sitting area and staff to take
care for them and their needs (Cai and Chi, 2018). The hotel try their best in providing
the all the services to the disables as the normal people receive at the lower prices. The
Savoy is ALLSAFE approved hotel- a logo that defines the elevated hygiene and
prevention measures are ensured in the hotel.

 Communication: in Savoy hotel the customers are free to call at help desk of the hotel
24/7. There is strict policy for the privacy of conversation between the employee and the
guest and also guest can call anytime for additional services. In Savoy hotel there are
three mode of communication used i.e. verbal, written and digital. It is requested to
customers to communicate politely and respectfully with the staff.
Service quality vision of Savoy hotel-
The service quality vision means the results produced for the customers. The Savoy hotel
offers their customers a assurance of cleanliness and hygiene prevention standards under the
label of ALLSAFE standards and provide best luxurious stays at the hotel to provide the
customers higher satisfaction level. The savoy hotel take care of all the anticipatory services and
other variety of amenities in order to provide the guest everything they need for the best
getaway.
Demonstrate your selected hotel’s service guarantees and complaint handling procedures
Service guarantee is the type of marketing tool that organisations commonly use. It is a
promise that company vow to their customers that they will perform to certain degree. In any
situation when the company is not able to keep up with the promise then the company has to
compensate for their misconduct or flaw. This service guarantee in the hospitality industry is
useful marketing tool that helps in reducing risk perception of the customers, signal quality and
also creates a differentiation in the offering of the different hotels (Liu and Jansson, 2018). By
the delivery service guarantee the hotels and organisations allow or entitle their guest and
customers to easily reclaim the money or ask for replacement, refund whenever the service
delivery fails. The Savoy hotel also guarantee the 100% customer satisfaction to their guests and
1005 assurance of cleanliness and hygiene.
On the other hand in the hospitality industry there are the complaints of the customers
related to bad service, cleanliness, service speed, price etc. The complaints from customers are
always the symbol of poor customer service and also this impact the reputation of the hotel
badly. Therefore, handling complaints is most essential part of the customer service process as it
is useful for the success of the company. In the Savoy hotel there is quick and instant feedbacks
and responding to the complaints of the customers as they are highly concerned for their
satisfaction. The hotel staff also ask about the service quality or improvement at the time of
checkout. The Savoy hotel has customer complaint handling process that is discussed below:

Customer complaint handling process
Patiently listen to the complaints: The savoy hotel at the first stay listen patiently and
precisely to the complaints of their customers without any disturbance in between in order to
identify and understand what customer wants to convey. This is the most crucial stage for the
customer care team of the Savoy hotel as they identify the issue of the customers and roots of the
problems.
Empathize the customers: in this stage the Savoy hotel apologize for the inconvenience occurred
to the customer due to the error from the hotel side. Some apologizing statements of the Savoy
Hotel are:
 We are extremely sorry for your inconvenience from our side.
 Hotel is apologetic for the mistake and understand your concern.
 Sorry for the misshapen we will reach to soon.
Greet and Regards the customers for opportunity: The customer complaints are
sometimes a opportunity for a Savoy Hotel to analyse their flaws of performance and customer
service. The compliance are sometimes constructive and leads to better improvement in the Hotel
services for which the Savoy hotel thanks their customers for addressing the complaints (Munoz
Galindo, 2017).
Research the complaint: After listening to the complaint the complaint is identified as
per the department and then the research is conducted regarding from where the default has
occurred. After gathering all the information they again reach to the customers in order to resolve
it.
Resolve the complaint: the stage where the customer service department reach the
customer again in order to provide them with the solution to their issue and try to satisfy them
with the resolution. For this the Savoy hotel also compensates the customer that has a complaint
with coupons, credits, extra service, free service.
Follow up from customers: the last best most essential stage for the hotel in order to
keep their loyalty with the customers (Resmi and et. al., 2021). The customer service department
keep analyzing their decisions in order to keep the customer satisfied. This the stage to maintain
the loyalty with customers so they can be retained for future sales.

Recommendations on the development for appropriate customer focus service to improve guest
satisfaction
It is essential for every company to focus on their customer satisfaction activities so that
they will earn more by building good relations with their customers which further help them to
develop their brand image. Few recommendations is made for Savoy hotel which help them to
maintain their customer providing services to improve guest satisfaction and these
recommendations are given below-
 It is recommended for Savoy Hotel to handle their customers complaints as soon as
possible and provide them a best solution for their issues related to hotel's services. It is
good for Savoy hotel to regularly check their customer service department to analyze
whether they are handling clients issues appropriately or not. It will be helpful for them in
case they set a target for a particular period of time. For example, they can set a target of
solving at least 200-250 issues of customers within a week. This targets will help them to
work faster and effectively. This strategy of setting target for handling customers
complaints will help them to achieve better customer satisfaction.
 It is also recommended to Savoy hotel, they can train their employees on regular basis so
that their staff members will update their knowledge and skills related to their job duties
and responsibilities. Appropriate training will further help them to learn how they can
handle different kind of behaviors of their customers (Myo, Khalifa and Aye, 2019).
This can be easily converted into their culture where their staff members will get trained
on regular basis so that they will provide better services to their customers and earn good
customer satisfaction.
 It is also recommended for Savoy hotel to adopt a good strategy for guaranteeing their
services in a appropriate way so that their customers will receive a good perception about
the hotel. Savoy hotel provides many guarantees regards their services but they are not
clear with the repayment of the amount to customers in case their offered services are not
satisfactory. Most of the hotels, Guarantees for their services and in case they are unable
to provide a good experience to customers then they will not charge any amount for the
services which is used by their customers and gain bad experience. This type of guarantee
will help Savoy hotel to gain appropriate trust and better relations with customers for
longer period of time. This can be converted into organizational strategy of Savoy hotel

to make sure that they will provide appropriate guarantee to their customers. For this they
can motivate their employees to suggest some innovative idea for guaranteeing their
services so that they can gain customers satisfaction easily.
CONCLUSION
From the above information it is concluded that earning customer satisfaction by
providing effective services is one of the main purpose of hospitality industry. Companies in this
industry have various kind of services such as parking facilities, room services and many others.
It is essential for the hotels to handle their customers complaints effectively. It is a good habit by
a hotel to solve the quarries and issues of their customers as soon as possible to gain higher
customer satisfaction. Providing service guarantee is one of the best way which will help to gain
customers trust that they will gain higher customers services and in case they are unable stand at
their promise then they can make some solution like repayment of amount charged by customers,
providing them another alternative service at the same cost and many others. Few
recommendations are made for the company so that they can improve their customer satisfaction.

REFERENCE
Book and journal
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Detection of Potential Misuse or Mistakes in Customer Care Process.
Månsson, S. and et. al., 2021. A fault handling process for faults in district heating customer
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Munoz Galindo, C., 2017. Application of Value Stream Mapping on The Goodyear Aftermarket
Customer Satisfaction Process in Europe, Middle East, and Africa (EMEA) (Master's
thesis).
Myo, Y.N., Khalifa, G.S. and Aye, T.T., 2019. The impact of service quality on customer loyalty
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Rathore, P.S., 2017. Significance of training and hospitality skills for hotel
employees. International Journal of Engineering and Management Research
(IJEMR), 7(3), pp.53-56.
Resmi, S.I. and et. al., 2021. Customer Satisfaction of Bkash Mobile Banking in The 21st
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