Customer Service Analysis and Recommendations for Novotel London

This report provides a comprehensive analysis of customer service at the Novotel London Canary Wharf hotel. It begins with an introduction emphasizing the importance of customer service in the hospitality sector. The report then critically examines service quality using the SERVQUAL framework, analyzing dimensions such as tangibles, reliability, assurance, responsiveness, and empathy, while identifying gaps in service delivery. It also includes a critical analysis of service recovery using the 'acid test' approach (apologize, review, fix-follow up, document) to address customer issues effectively. Furthermore, the report presents the findings of a survey conducted among 40 hotel guests, including their satisfaction levels with various aspects of the hotel's services. Based on the survey results, the report offers specific recommendations for improving customer service, such as enhancing front desk interactions, strengthening security measures, refining documentation processes, improving restaurant services, and reinforcing post-COVID-19 safety protocols. The report concludes by reiterating the significance of customer service and its impact on the success of service-oriented businesses.

Customer Service-2

Table of Contents
INTRODUCTION..........................................................................................................................3
Critically examine of service quality and focusing on dimensions and gaps............................3
Critically analysis of acid tastes in that way to clearly understanding of service recovery
within hospitality industry. .......................................................................................................4
Survey report with recommendations for better customer service, after analysing
questionnaire the hotel has sent to their customers...................................................................6
CONCLUSION .............................................................................................................................8
REFERENCES...............................................................................................................................9

INTRODUCTION
Customer service is an important factor in service sector that is providing a number
facilities to their customers through their products and services. It is necessary for a business to
focus upon their customers in order to make sure that organisations in service sector are
attaining all their objectives in stipulated time period. The following report is carried upon on
hotel Novotel London Canary Wharf (Oghenekaro, 2018). The report describes service quality
analysis of organisation using SERVQUAL framework. Along with it four acid test of service
recovery is also used in order to deal with various challenges that company is facing. At the end,
report consists of a survey conducted on 40 guests using a questionnaire based on which are
some recommendations mentioned.
Critically examine of service quality and focusing on dimensions and gaps
Service quality is wider and broader aspect in service quality. It follows various
concepts which related to organisation performances. In service industry focused to customers
in order to provide high quality services. Hospitality and hotel industry which comes under
service industry so proper take care of customers because they face any kind of issue so
available staff solve concerns of customers (Al-Weshah, 2017). In context of Novotel London
canary wharf, it is one of very famous hotel and providing well and up-to-date services to
customers. The focused to customer retaining for longer period of time so build healthy
relations. It is service industry so utilize SERVIQUAL model which help to analysis all
dimensions of these models.
It is model which refers to organisation managers utilise these model to evaluation of
qualitative aspects in order to make differentiate between the service performance and customer
service quality. It is model which is used by mangers to comparison between the services as
well as measures the overall performance of company. It is also help to determine customer
satisfaction level in relation for those services which provides to customers. Top level of
management of Novotel London canary wharf utilize these model to identify the dimensions,
gap and components so which are discuss below.
Tangibles-: Tangible refers to those term which includes physical assets, human
resources and equipments all are considered as valuable assets of the organisation. In reference

of hotel, it utilise effective and efficient way to use resources in order to formulate need and
demands of customer and fulfil in appropriate manner (Aldarabseh, 2019).
Reliability-: Customer retain and develop strong bonding for those company which
provides a reliable, expertise and focused services deliver to customers. Reliable is a
terminology which includes expertise and accurate service deliver through the workforce of
company. On that basis Novotel London canary wharf set a criteria and measures accordingly
provided a high quality services. It also focused on recruitment strategy so hiring those
individuals who are expert in different field and perform well.
Assurance-: It is ability of working staff to gaining trust of customers in order to
provides a high quality services. In reference of organisation, the main motive to fulfil the needs
and demands of customer so it creates value for organisation. Organisation staff provide
guidance regarding product and services to customers so it is easy to manage all functional units
of company. Functional units of company divides a work so easily handle and deliver service to
end users.
Responsiveness-: Service industry establishing service station which opened 24/7 so
ease of service for both organisation as well as customer also. Customers complaining and kind
of redress-al so effectively solve within 24 hours. In relevance of company, service stations are
sounds which effectively provides service to customer in order to face any kind of problems.
Identifying needs of guests and accordingly arrangements are made so feel as provide a better
experiences and does not face any kind of problem in stay period (Alhazmi, 2019).
Empathy-: Novotel London canary wharf customer service department is one of them
which closely linked to customer so feedback given by guest and organisation implemented in
process effectively. Management of company provides all kind of facility to customer and make
more happy.
Therefore, all are the gaps and dimension of company which Novotel London canary
wharf analysed in that manner to provide all kind of facility to end users. Main aim to satisfy
customer and build a healthy and stronger relationship for longer period of time.
Critically analysis of acid tastes in that way to clearly understanding of service recovery within
hospitality industry.
In reference of company, all the staff and team members work in that way to fulfil the
needs and wants of customers. The main aim of organisation ease of service deliver customers

so easily rooms booking, online mails, solve query and booking hotel through website of
company. Hotel utilise acid test technique and implemented effectively so solve query and
easily adapting changes (Gambo,2016). Hence, sometimes company not meet the expectation of
customer because business environment drastically changes in order to organisation accordingly
develop strategies so fulfil their gaps. Acid test is process which essential to implement so
mention below.
Apologize-: It is first stage of acid test in order to firstly apologize to customers regarding
face such problems like inconvenience, stress related issues and staying period in hotels. It is
beneficial for client because share the problems with staff members so easily handle them as
solve early as possible. Novotel London canary wharf includes client staying for longer period
of time so create bonding and loyalty with customers. Moreover, complains record through
online mode, database of company and assign to each executive to solve query in effectively
manner.
Review-: It is kind of feedback and views of customer which is taken by company in
order to need improvements different level of company. Some customers gives a review in
context of hotel so it generated a problem so company needs to solve and provide reversal to
customers (Guibaud, 2016). Management team of Novotel London Canary Wharf collect review
of customer and adapting practical approach so generating detail of each reviews & deliver
better solution within the favour of client perspective.
Fix-follow up-: These is the third stage of acid test in order to it is important so
organisation demonstrate and understanding of problem and overcome so utilise a various tools
and techniques. In these stages identifying solution for registered problems in order to fulfil the
requirements of customers and achieving level of satisfaction. In relevance of company. taking
feedback, sought out the problem and again follow up call to customers because need to
identifying gaps of customer service.
Document-: Documentation is a process which necessary for hotel industry because
clients come from different countries so organisation must know about customers. Novotel
London canary wharf to know about customers problems so accordingly easily identify guest
and solve a issues. It helps to developing distinct brand image in the mind of customers and
also enhancing company goodwill (Johansson, 2019).

All the above concept is related to acid test in these hotel industry or service industry
applied this techniques to solve the query of customers so it is essential process for organisation
accepting and follow all the measures.
Survey report with recommendations for better customer service, after analysing questionnaire
the hotel has sent to their customers.
Background for the survey
Novotel London Canary Wharf is conducting a survey through getting a questionnaire
filled by 40 different guests who are visiting their hotel premises. In order to successfully bring
changes and satisfy guests with customer service it is necessary for the organisation to focus
upon the feedback of customers. This will successfully help organisation to develop and meet
all their objectives in stipulated time period.
Survey Questionnaire
1. How was your experience at the front desk during check-ins and check-outs?
 Satisfied
 Not-satisfied
2. How will you describe security arrangements at hotel?
 Satisfied
 Not-satisfied
3. Do you think the documentation required during check-in hotel are enough?
 Satisfied
 Not-satisfied
4. How was your experience of restaurant at hotel?
 Satisfied
 Not-satisfied
5. How will you judge the performance of hotel based upon their screening and sanitization
after Covid-19?
 Satisfied
 Not-satisfied
Survey Methodology

The guests are provided with closed ended questionnaires. It is a primary method to
collect data through random sampling. 40 guests from Novotel London Canary Wharf are
helping to carry on with this survey.
Interpretation
-In the first question out of 40 guests who have responded to questionnaire out of which
25 are of view that they are satisfied with check-ins and check-outs facilities whereas 15 are nor
satisfied. 37.5% of guests are not satisfied with the services.
-In the second question when asked about security arrangements at hotel 32 respondents
marked satisfied whereas only 8 customers marked unsatisfied. This means that 80% customers
are happy with security arrangements at Novotel London Canary Wharf.
-In the third question 16 respondents out of 40 think that the documentation is enough
whereas rest 24 are of view that they are unsatisfied with the documentation requirement at
front desk. It is necessary for organisation to work upon their documentation requirements in
order to satisfy the 60% respondents who are unsatisfied.
-In the fourth question, 28 respondents from the total 40 are satisfied by the facilities and
services provided at restaurant of hotel. However, 12 respondents are still not satisfied bythe
services at restaurant. Hotel must focus on the 30% of population unsatisfied with their
performance.
-In the fifth question, there are only 10 respondents who are satisfied with sanitization
and screening facilities at hotel. Whereas there are 30 others who are not satisfied. 75% is a
major part of population for which Novotel needs to bring changes in organisation.
Recommendations
To the above concept on that basis it is to be recommended for Novotel London Canary
Wharf needs to improvement on the welcome desk. The front desk staff must be warm and
enthusiastic welcome of client in that proper manner with a neat and clean attire so it develop a
different image in mind of customers (Usman, 2017). It considered as first impression is good
so last is always good it is policy which organisation accepting and follow properly. HR
manager of hotel and
management team focused on training and development part of employment so easily attract
and retain customer for longer period of time.

Another important measure is to provide safety and secured facility to customers.
Organisation provides tight security and guard facilities so unknown person cannot enter into
hotel easily. It is necessary to effectively check documents and then allow individuals to enter
due to increasing crimes day by day. In reference of hotel, proper documentation and KYC are
checked and record a database in the system (Karthikeyan, 2016).
Third one is major part of hotel industry focused on food and serving system to
customers. According to the needs and wants of clients provide hygienic food along with
following cleaning measures and utilizing advance technologies in order to easily attract
customers.
Another recommendation that Novotel need to follow after the pandemic of Covid-19 is
to make sure that they are properly screening the guests along with the employees who are
entering hotel premises. The sanitization of hotel is also required to be at par. It is necessary that
all the employees are following precautions such as wearing masks, face shield, gloves and
using sanitizers from time to time. It is also necessary to upon the fact that hotel is providing
sanitizers in the premises where ever possible.
CONCLUSION
From the above report it has been concluded customer service is important aspect for a
service industry. It includes deliver high quality product and services in order to fulfil the
requirement of customers along with solve the problem of and provide better result so feel as
better experience. In addition to this, also utilize various tools and techniques to identify the
problem and sought out early as possible. Hotel and hospitality industry used a various model to
identify dimensions and gaps of service and adapting different kind of strategy.

REFERENCES
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