Customer Service, Hospitality Industry, and Satisfaction Report

This report delves into the critical role of customer service within the hospitality industry, emphasizing the importance of meeting customer needs and expectations to ensure satisfaction. It explores data collection methods, including primary and secondary data, to understand customer requirements and satisfaction levels. The report examines various factors influencing customer satisfaction and discusses the application of these principles in real-world scenarios, such as fast-food environments. The conclusion highlights that customer satisfaction is key to success in the hospitality sector, and the report emphasizes how hotels and similar establishments implement customer service policies to meet customer needs, thereby fostering customer loyalty. References to relevant research papers are also included to support the arguments.

INTRODUCTION
The internal and integral part of the working of
each hotel is customer service, it is the main
responsibility of the hospitality department of
the hotel to lay emphasis upon the needs and
requirements of the customers in order to
facilitate them with premium services. The job
of the staff members of hospitality department
is to concentrate upon the happiness and
satisfaction of there customers.

Sources of information of customers
requirement and satisfaction level
In order to make sure that customers are fully satisfied
and there desires and expectation are met, it is very
important for the organisation to address various steps.
It can be done through :
Primary data collection : It is the process of collecting
specific and relevant information that is as per the
requirement of the situation.
Secondary data Collection: It is the method of
evaluating the information from that data which has
been collected in past for some specific purpose.

Research using customer requirment
and stisfaction level for customers.
The research method which has been used for
this research is both the primary data collection
methods as well as the secondary data
collection.
Things to be measured: In order to get the
exact result there are various factors which needs
to be measured. The satisfaction level of the
customers depends on various components and
same is the case with the requirements

Role play Observation
In a fast food company, the jobs are divided into
customer service and the food preparation
positions. The customer service includes the
role of cashier and order takers. Many a times,
the cashier and the order takers are same and
they have to perform both the roles. Also one
needs to be excellent with computer basics and
communication skills.

CONCLUSION
At the end it could be concluded that customer’s
satisfaction is the key to success for the
hospitality industry. The hotels or any other
hospitality industry do have their customers’
service policies just to make sure that they are
able to serve the customers as per their need and
requirement. The loyalty of the customers will
increase if their requirements would be fulfilled
by the hotel.

REFERENCES
Mutalib, S.S.A., Razzaq, A.R. and Hassan, A., 2018. A
Review of Customer Service Quality in Malaysian
Homestay Operation as the Strategies to Enhance
Rural Area Economic Income. Advanced Science
Letters, 24(1), pp.534-536.
 Lemon, K.N. and Daley, J.M., 2015. The Off-Price
Retailer: Customer Service Strategies. In
Proceedings of the 1984 Academy of Marketing
Science (AMS) Annual Conference (pp. 283-287).
Springer, Cham.