Customer Service Survey Report: Marriott Hotel Analysis, Autumn 2020

This report presents an analysis of a customer service survey conducted on Marriott Hotel. It begins with an introduction that defines customer service and its significance in the hospitality industry. The main body of the report examines service quality through the SERVQUAL model, exploring dimensions like tangibles, reliability, responsiveness, assurance, and empathy. It then delves into the acid tests of service recovery, discussing the importance of apologizing, reviewing complaints, implementing fixes, and proper documentation. The report includes a survey methodology, presentation of survey results, and recommendations for improving customer service at Marriott Hotel, based on customer feedback regarding check-in/out, food quality, housekeeping, and maintenance. The recommendations emphasize improvements in front-desk services, food management, and the utilization of digital technology for security and customer convenience.

Customer Service Individual
survey report

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Examine various service quality which refers to focusing on dimensions and gaps..................3
Explain knowledge and understanding of the acid tests of service recovery within the
hospitality organisation...............................................................................................................5
Developing survey report with recommendations for providing best customer service............6
CONCLUSION ...........................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Customer service is wider and broader concept in order to organisation delivering
products and services for customers which result as utilising various tools and techniques in
order to achieving organisation goal and objectives. It includes they are analysed the needs and
requirement of customers so accordingly serves the best products and services. Hospitality
industry refers to providing best services because they are valuable assets for an organisation and
attracting large numbers of customers. The report is about Marriott Hotel which are founded in
1927 in London at UK. It is one of leading restaurant and hotel chain in UK which serves the
best services for customers (Felix, 2017). The paper consist is analysing service quality with the
help of utilising SERVIQUAL model as well as conducting acid test. It involves survey
questions which are providing answered and outcomes on that basis developing
recommendations for hospitality industry in order to attracting large numbers of customers.
MAIN BODY
Examine various service quality which refers to focusing on dimensions and gaps.
It includes service quality which refers to hospitality industry focusing various measures
in order to organisation analysed various measures and factors which result as improving
performance of employees as well as organisation. In relevance of Marriott hotel, it is one of the
leading organisation in order to serves the best product and services for customers. It involves
they are operating business operations in order to attracting large numbers of guest. It includes
various dimension such as SERVQUAL model which are discussed below.
It includes utilisation various tools and techniques in order to evaluating qualitative
model. It is process which refers to manager utilised different measure in order to analysed
service quality performance (Izogo, 2017). It involves organisation used various framework in
order to survive at marketplace as well as enhancing profitability and productivity of company.
Manger of hotel managing the managerial activities and operation which result as developing
brand image in the mind of customers. It is tool and techniques which refers to evaluating all the
services which are delivering for customers. Organisation utilising SERVIQUAL model in order
to identify gaps so there are various measures and dimensions which are discussed below.
Tangibles-: It is component which refers to focusing on physical asset, human resources
and many others which are important for an organisation in order to effectively and efficiently

performing business functions and activity. In relevance of Marriott Hotel, it utilised this
resources effectively which refers to fulfil the needs and demands of customers. It is process
which refers to formulated new strategies in order to gaining competitive advantages.
Reliability-: It is process which refers to including various factors such as reliable so this
business functions performed by expertise in order to performing high quality services. In
relevance of Marriott hotel, it involves they are hiring and recruiting those candidate who are
specialised, capable and able to performing business functions effectively and effectively
(Kaseva, 2020). It is person which are performing business activity in proper manner so they are
attracting large numbers of customers.
Responsiveness-: It is the element which refers to organisation formulating new
strategies in order to serves the best services and products for the customers. It is tools and
techniques which refers to organisation utilised in order to achieving goal and objectives.
Marriott Hotel is refers to they are providing best services for customers as well as mangers
assigned the roles and responsibility to their staff and they are accountable for that.
Assurance-: It is important concept which refers to assurance is capability and ability of
individual in order to performed business functions effectively as well as gain trust and adding
value day by day in company. However, it is process which refers to housekeeping department
and other functions of organisation. It includes they are solve the problem of employees as well
as providing best solution in order to managing performance and work.
Empathy-: Customer service department plays vital role in order to developing team
spirit among the existing employees in order to accomplishing task and activity. In relevance of
hotel, it includes top level of management formulated new policy which refers to fulfil the needs
and wants of customers such as staying facility, lodging facility and many others (Nguyen,
2017). It includes the are gaining competitive advantages as well as developing brand image in
the mind of customers.
From the above analysis in order to consumer perspective services of Marriott Hotel
which are helps to identify the gap between customers expectation and company service.
However, it is tools and techniques which are utilised by organisation in order to providing best
services for customers. It includes they are satisfy the customers needs and demands in order to
gain the trust as well as survive at market place.

Explain knowledge and understanding of the acid tests of service recovery within the hospitality
organisation.
It includes Marriott Hotel which refers to their managers focusing towards activities and
task in order to developing team spirit so work accomplishing within specific period of time. It is
basically serves best services for customers which refers to identify the problems of customers
and accordingly providing best solution for customers. It utilizing various tools and techniques
in order to promotes the products and services such as utilising social medium such as what's
app, Instagram, you tube and many others (Nkhata, 2020). In context of Marriott Hotel, it
involves they also providing online service such as corporate website providing various
information for customers. It is process which refers to utilising various techniques such as acid
test in order to solving problems and issues so effectively implementing in the organisation
which refers to fulfil customer expectation and demands. It is process which refers to hospitality
industry evaluating external environment because they are changing very first.
Apologize-: First step which refers to apologizing guest in order to they are facing issues
and problems relating to staying or any kind of inconvenience in hotel. It is technique which
most of organisation used in order to creating good image in front of customers. It includes
customers face problem and their staff fell that as well as regrets so their duty and responsibility
to providing best solution for customers as well as maintain healthy relationship with customers.
It is beneficial for customers in order to express the problem and organisation understanding so
customer loyal towards the organisation.
Review-: It is another concept which refers to customers service staff of Marriott Hotel
take review of complaints in order to utilising effective tools and techniques which sole them
providing best solution for customers (Nwaobia, 2020). It is approach which utilised by most of
organisation in order to collecting information and generating detail regarding customers
problems and issues and accordingly providing best solution for customers. It is process which
refers to focusing on providing best solution and services for customers in order to attracting
large numbers of guest.
Fix and follow up-: It is the third stage of acid test which refers to identify the gaps or
issues which arises the problems and complaints in front of customers. On that basis they are
identifying and registered the problems so accordingly providing best solution. It includes they
are implementing of fixing and follow up of test in order to minimizing the challenges and issues

within the hotel context. It includes organisation effectively implementing feedback procedures
which are essential for company to know the opinion about the customers regarding products
and services. It is essential to know about the customers satisfaction level so easily identifying
gap regarding products and services.
Document-: It is last step and stage which refers to test relates with the documentation in
order to preparing formal report such as preparing document. It includes registered the
complaints and accordingly identifying the solution of this problems (Saari, 2018). It involves
organisation utilising various tools and techniques in order to solve the problems and providing
best solution of that problems. It is tools and techniques which refers to effectively preparing
documentation in order to providing best solution for customers. In relevance of Marriott hotel,
it is process which refers to customized products and services provided for customers because it
helps to developing brand image at marketplace.
Developing survey report with recommendations for providing best customer service.
Background of the survey
With the help of survey questions so Marriott Hotel in order to managing customer
experience which refers to fulfilling the needs and wants of customer. It is essentials which
refers to identify the needs and wants of customers accordingly serves the products and services
in order to achieving satisfaction level.
Survey questions-
 What is customer perspective for hotel industry as well as services in order to check-in
and check-out?
 What are customer experience relating to food quality and taste?
 What kind of facility and performance of housekeeping in order to serves the customers?
 What customer experience relating to Hotel maintenance department?
Survey methodology
It is process which refers to utilising various techniques and method such as qualitative
basis in order to guest provided open ended questions in order to answered provided by existing
customer with the context of Marriott Hotel (Spector, 2019). It is used such method in order to
improving their customers service. It includes survey involve 50 customers.

Presentation of survey report
It is process which refers to analysed this survey on the based of customer service
experience of Marriott Hotel so they are providing opinion, view and suggestion which are
measured in two ways such as positive and negative due to open ended questions.
In context of first question, out of 50 customers, half of customers satisfied in order to
organisation provided services as well as 40% customer were little satisfy and remaining 10%
are unsatisfied for the products and services which are providing by Marriott hotel.
For 2 question, out of 50 respondents, 80% customers are providing feedback in order to
Marriott hotel delivering best services as well as remaining 20% show that they are unsatisfied
from products and services in context of food.
In relevance of 3 questions, out of 50 customers, 80% respondents providing feedback
and opinion they are satisfied from housekeeping services as well as 22% customers shows
unsatisfied with this services.
For the question 4, out of 50 customers, 77% respondents providing opinion regarding
that they are Satisfied with services as well as 20% respondent shows they are unsatisfied with
maintenance department of Marriott hotel.
Recommendations
On the basis of survey providing recommendations for the Marriott Hotel such as
essential for improvements in their front level services and staff so it consider front desk which
are welcome areas of customers so they are presenting in front of customers in proper manner
with full of enthusiasm. In relevance of first desk shows the first impression and developed mind
image so accordingly present in proper attire and presentable manner. It is essential for mangers
they are providing training programmes for staff members in order to deliver best services for
customers.
Second recommendation is for food management department because they are plays vital
role in order to analysed the needs and demands of customer on that basis serves the best
services for customers (Thompson, 2020). It includes they are delivering and providing quality
food on the basis of freshness ans taste.
Third recommendation is relating to Marriott hotel they are essential to utilising digital
technology for security purpose in order to they are providing safe and secured environment for

customers such as used mobile application which refers to saving time of customers as well as
easily booking tickets and get information relating hotel. On that basis they are hiring and
recruiting experienced employees in order to providing best services for customers (Thompson,
2018). It is process which are helps to developing strong bonding with customers as well as
retaining customers for longer period of time.
CONCLUSION
With the above report it has been concluded that, it includes customer service is
important concept because they improving effectiveness of organisation as well as developing
brand image in the mind of customers. It is essential for in order to identifying the needs and
demands of customers so accordingly serves the services in order to developing brand image in
the mind of customers. It includes SERVIQUAL model as well as demonstrating acid test which
refers to achieving organisation goal and objectives. It includes survey question on the basis
outcomes and result providing recommendation for organisation which are helps to improving in
business activity and functions which result as developing brand image at marketplace.

REFERENCES
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