Customer Service and Satisfaction in Hospitality: A Detailed Report

This report provides an analysis of customer service principles and practices within the hospitality sector, using the Hilton Hotel as a case study. It begins with an introduction to customer service and its importance in ensuring customer satisfaction. The report explores methods for gathering customer requirements and assessing satisfaction levels, including primary and secondary data collection. It emphasizes the significance of evaluating service quality and discusses the application of customer service in a business and service environment. The conclusion highlights the critical role of customer service in meeting customer needs and maintaining a competitive position. The report also includes references to academic sources that support the analysis. The information provided is important to understand the importance of customer services in hospitality industry. The report also explains the importance of customer satisfaction. The document is for the learners to understand customer service in hospitality sector.

CUSTOMER SERVICES

INTRODUCTION
Customer services are the basis upon which working of the
organization depends,these provides guidelines for the effective
working of the firm in order to ensure the comfort and satisfaction of
the core customers. Customer services are the services that are being
provided by the organizations to there customers. Hotel Hilton and
Hilton York are one of the top leading organization of hospitality
sector.

Sources of information of customers requirement
and satisfaction level
Determining customers levl of satisfaction is very important for teh
oragnsiation in order to ensure the growth and success of the
organisation.
Primary data collection, it is the process in which all the information is
collected by the investigator.
Secondary data Collection: In this method somebody else collects the
information which is being used by the investigator.

Research using customer requirment and
stisfaction level for customers.
For identifying the needs and the requirements of the customers using
both primary and secondary data collection are required to be addressed
by the firm.
Things to be measured: For generating the best suitable measure it is
very important to conduct the proper evaluation and analysis. The
satisfaction level of the visitors is deirectly linked with the services
provided to them.

Customer service in a business and service
environment.
In any sector customer services are the basis which is used to provide
comfort and satisfaction to the customers. In business these are the
services which are used to fulfill the various needs of the clienst.
Service environement is the business environment in which
organisatios practise there business to provide satisfaction to the
customers.

CONCLUSION
From the above presentation it can be concluded that customer
services are very important in analysing and evaluating the needs of
the customers in order to meet there comfort and satisfaction level.
These services are based upon the guidelines which are important
and used for determining the position of the organisation. In Hotel
Hilton customer services are provided the staff members and all the
other employees of the organisation in order to maintain the
competitive position of the organisation. The effectiveness of these
services depends upon the level of satisfaction of customers.

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.

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