Customer Service Strategies: Implementation Analysis for Hilton Hotel

This report provides a detailed analysis of customer service strategies implemented at Hilton Hotel. It begins by identifying issues impacting service delivery, such as corporate and individual customer needs, and the influence of external agencies. The report then outlines organizational requirements, including the need for skilled employees, effective managers, and clear communication. It explores strategies for improvement, such as training, clear communication, and feedback mechanisms. The report also discusses the importance of consulting stakeholders before implementing changes and evaluating the effectiveness of implemented strategies. Recommendations include offering refund guarantees and promoting polite communication to enhance customer satisfaction. The report concludes by examining methods for identifying customer needs, including questionnaires, surveys, and various communication channels such as oral, online, written, email, and advertisements, to gauge customer satisfaction and drive continuous improvement in service delivery.

Implementation of customer service
strategies

Table of Contents
INTRODUCTION...........................................................................................................................1
QUESTION A..................................................................................................................................1
A) Issues that impact on service delivery...............................................................................1
b) Organizational requirements..............................................................................................2
QUESTION B..................................................................................................................................3
QUESTION C..................................................................................................................................3
QUESTION D..................................................................................................................................4
QUESTION E..................................................................................................................................5
CONCLUSION................................................................................................................................8

INTRODUCTION
Customer service is essential part of organization that impacts directly on working
performances of the corporation. Business units continuously try to enhance satisfaction
level of its clients for that they provide them goods and services as per their requirements.
Present report is based on Hilton hotel which is engaged in hospitality industry. Current
assignment will answer the several questions related to implementation of customer
service strategies.
QUESTION A
A) Issues that impact on service delivery
It is necessary for corporations which operate in the service industry that to identify
needs of consumers in order to deliver them satisfactory services. There are many issues
that impact on service delivery of Hilton hotel, these are discussed as below:
Corporate customers
Consumers are assets of any business unit, they have power to influence overall
business operations to great extent. Needs of corporate customers (B2B) are different from
other end users, they expect high level quality services from the firms. For meeting with
their expectations hotel has to modify its operations frequently, it has to take support of
the latest technologies for raising quality standards. That may impact in positive manner
because by this way quality of service delivery will get improved significantly.
Individual members of organization
Employees are the key stakeholders of the Hilton hotel, company hires skilled and
capable candidates in the organization. Ability of these employees help the cited firm in
satisfying needs of guests. But some times due to communication issues and cultural
differences workers fail to understand requirements of consumers that impact on service
delivery of organization to great extent. Some times it creates situation of conflict as well.
Individual member (B2C) of the public
It is another issue that can impact on service delivery of Hilton hotel. It is not
always possible for entity that to identify needs of every client and make changes in its
service delivery process frequently in order to provide them services as per their
expectation. Because it would be time and cost consuming procedure. Sometimes due to
1

this issue Hilton hotel concentrates on universal needs of population and deliver them
services accordingly. But sometimes it decreases trust of other clients and they turn to
other hotels.
Agencies
There are many corporate agencies that my affect service delivery of Hilton hotel
such as banking agency, legal agency etc. For example if interest rates or exchange rates of
the banks get changed then in such situation cited firm will have to modify its operations
that will affect service delivery to great extent.
b) Organizational requirements
Hilton hotel has two major types of consumers; internal and external.
Internal consumers
Managers, suppliers, chefs, customer service officer etc.
External consumers
Client who come from outside and bring revenue in the entity by purchasing its
products and services.
It is the main objective of cited firm that to meet with expectation of uses. In order
to meet with their expectation of service delivery Hilton hotel's requirements are as below
maintained:
 Recruitment of skilled employees, so that cited firm can serve better to external
consumers.
 Capable managers, those who can lead the team well and can motivate staff
members to work better in the organization.
 Another requirement of Hilton hotel is to create win-win situation between value
added services and operational saving.
 Building strong relationship with consumers, so that their needs can be identified. It
would help in matching with service delivery expectations of customers.
 Empowering employees, so that they feel confident and be loyal towards the brand.
 Effective utilization of resources, so that wastage can be minimized and Hilton hotel
can improve its revenues.
 Clear communication, so that no misunderstanding takes place in the workplace
between employees, consumers and higher authorities.
2

 Offer incentives, accommodations to internal consumers such as managers and
employees so that they perform better in the workplace, Offer attractive discounts
to the external consumers so they be loyal towards the brand.
QUESTION B
Relevant and constructive advice is very helpful in promoting improvements in the
customer service delivery of the organization. There are several ways through which Hilton
hotel can improve its service delivery, these are described as below :
 Training is the great solution that can help cited firm in improving skills and
knowledge of staff members. By this way they will coordinate well with clients and
will understand their needs before serving them. It will support the Hilton hotel in
improving its service delivery process. Thus, brand image of the entity will get
enhanced to great extent.
 By improving delivery timing Hilton hotel can achieve its goal soon.
 By developing clear communication with the internal and external consumers cited
firm will be able to understand their needs, that will support in increasing service
delivery of the entity.
 By taking time to time feedback from clients Hilton will be able to identify loop-fall
in existing practices thus, it would support the Hilton hotel in improving its
mistakes so that cited firm can meet with service delivery expectation of clients.
QUESTION C
It is very important for Hilton hotel that before implementing any improvement
strategy, cited firm consult with individuals or group those who are involved in the
operations. It is because employees, managers, stakeholders know about the external
market conditions well and they can share demands of users with the company. They have
better knowledge about needs and demands of customers. By involving then in the decision
making process of implementation of strategy, cited firm will be able to know their ideas
that would help in getting optimistic results to the entity.
Availability of product and services is another strategy but before implement it in
the workplace it is essential to know about demand of market. For that it is essential for
Hilton hotel that to consult with marketing, research and production team members, it is
3

because they can suggest innovative ideas that can help in achieving goal of the
organization. By consulting with them Hilton will be able to implement these strategies
effectively in the workplace.
QUESTION D
Proforma
Company Name: Hilton Hotel
Date: 15 June 2017
Evaluation:
Evaluation and reporting are essential methods that can help in understanding
effectiveness of any strategies when implement in the workplace. It can be evaluated that
corporate consumers and external clients impact on service delivery process of the Hilton
hotel to great extent. It is very difficult to understand needs of each client and modify the
operations as per their changing needs again and again. On other hand it can be evaluated
that once company has understood needs of service users, it can improve its practices by
implementing effective strategies.
Conclusion
From the above discussion it can be articulated that individual members, agencies and
corporate customers affect service delivery of Hilton hotel. For improving its condition,
cited firm is taking support of strategies such as availability of product and services,
pricing offers, improvement in delivery times. These strategies are very effective because
by this way it has become able to match with their expectations. By reducing delivery
timing Hilton has increased satisfaction level of its valuable consumers.
Recommendations
From further development in customer service delivery Hilton can adopt several ways:
 It should give refund guarantees if it is unable to delivery services on time. That is
the great strategy because by this way company will be able to pay attention on
fast and quality service delivery that will enhance satisfaction level of consumers.
 Polite communication with valuable consumers is another strategy for improving
service delivery system because clear and clam interaction with customers can
make them happy and satisfy. By this way if any complication arise then also they
4

will support entity. Politeness can make them positive towards brand and they will
give positive feedback to others as well.
QUESTION E
It is very important to identify needs of consumers so that company can fulfil their
requirements. Hilton needs to give proper advise to its clients and has to justify the thing
that it is able to fulfil their desires. For example Customers want speed deliver and quality
food services from the hotel. Cited firm is able to meet with their expectation. It needs to
clarify that it has skilled people those who can offer them quality services and they can
resolve their quarries immediately. By this way satisfaction level of them will be increased
to great extent.
Questionnaire and survey are two best methods that can help in identifying or
reviewing satisfaction level of consumers in the Hilton hotel. By filling up questionnaire
with clients cited firm will be able to know their point of view or needs. Survey is another
technique that can help in gaining accurate information about level of satisfaction of
consumers.
Information that can be gathered by the mangers of Hilton hotel are such as
satisfaction level of client, since how long consumers is taking services of the organization,
whether they like produce and services of Hilton or not, What improvement they want in
the organization. Such type of information can be used by the Hilton hotel for reviewing
consumer's satisfaction level.
Type of variable information that can used by entity for reviewing customer satisfaction
:
 Cited firm can take support of questionnaire and survey for collecting information
about level of satisfaction of clients. In the survey it can ask about services, quality
standard of company that would help in gathering relevant information. Manager
can also ask with customers that whether they will suggest others to go in Hilton
hotel, this answer will help in identifying their level of satisfaction.
 Apart from this, organization can also look upon its accounting records such as
profitability ratio, liquidity ratio etc. It will support in comparing sales revenues of
5

the firm with its previous performance and other competitor brand. Continuously
growing sales records show that Hilton is meeting with the expectation of
customers and that is why people are coming to the place for enjoying its services
frequently. But if sales are getting down that means cited firm is not able to satisfy
its clients and there is requirement to implement effective strategies for further
improvement and development.
 By taking interview from guest of the hotel, cited firm will be able to know whether
it is able to meet its expectation or it is required some improvements. That would
help in getting information about their satisfaction level.
5 communication methods
To identify the needs of consumers Hilton hotel can support of several
communication methods. These are explained as below: Oral communication: It can take interview from clients in order to identify their
needs. Managers can orally communicate with them. That can develop relationship
with them and they will share their feeling with the management easily. Online communication: It is another methods of knowing about needs of consumers.
Company can communicate with them through social networking sites, face book,
twitter etc. Written communication: Cited firm can also fill questionnaire by them that would be
written communication through this way it will be able to identify their needs. Email system: Hilton can also take support of email system in order to address the
requirements of clients. In the email people will give quick response so cited firm
will be able to take immediate action to improve its service delivery.
 Advertisements: It is simple and effective way of making communication with clients.
Hilton hotel can advertise its brand on TV if people are coming that means it is able
to meet with their needs. After that cited firm can ask feedback from them in order
to identify their reviews about the organization.
Communication method Expectation
6

Email system communication Fast service delivery
Advertisement communication Quality products and services
Written communication through
questionnaire
Products at affordable prices
Online communication Immediate resolution of quarries
Oral communication Proper attention from staff members and
wide range of products and services
Point 1
By evaluating the customer service delivery in the organization, it has been found
that needs of different clients are different from others. Hilton hotel continuously trying to
meet with expectation of them and providing the quality services to them. From the
evaluation it is analysed that earlier level of satisfaction of consumers was very low
because company was focusing on its own benefits and was not concentrating on
consumers needs. But later on it has started paying attention on customers and start
providing services as p0er their needs. Now level of satisfaction of clients regarding service
delivery in Hilton hotel is good and that is why people are giving positive feedback to
others as well.
Ways of collecting information
Hilton hotel aims to enhance satisfaction level of its consumers, for that it is
essential for the entity that to collect relevant information about their customer delivery in
the cited firm, Manager of the company can collect information through various ways:
 Questionnaire
 Interview
 Survey
 Face to face meetings
7

 Social media communication and taking reviews by consumers about service
delivery
 By looking upon accounting records such as profitability, liquidity ratio of entity
cited firm can collect information.
 Secondary sources such as books and journals, internet articles can help in gather
information about the same.
Questionnaire and interview from clients would be better for Hilton hotel in collecting
information about service delivery in the organization.
CONCLUSION
From the above report it can be concluded that service delivery is the essential
aspect that can affect overall business operations of the entity. For improving this
companies are required to communicate about the strategies with the employees before
implementing it in the workplace. That would help in gaining innovative ideas so that
further complications can be minimized.
8

9