Customer Service Report: Analysis of Hilton Hotels and Customer Needs

This report delves into the crucial role of customer service within the hospitality industry, specifically examining the practices of Hilton Hotels. It begins by outlining the importance of customer service in driving organizational growth and profitability, emphasizing the significance of customer satisfaction. The report explores various data collection methods, including primary and secondary sources, and discusses the advantages and disadvantages of each. It then highlights the significance of understanding customer requirements, such as comfort, hygiene, and staff behavior, in the context of hotel and hospitality organizations. Furthermore, the report examines the impact of customer service on the business environment, emphasizing its role in enhancing customer attention, creating competitive advantages, and fostering customer loyalty. The conclusion reinforces the importance of effective customer service in ensuring the long-term success and development of organizations within the hospitality sector.

CUSTOMER SERVICES

INTRODUCTION
Services provided by the organization to their customers are
the basis of the working functions that helps the firms to
increase their productivity and profitability. These are the
guidelines which helps the employees of the organization to
conduct their services as per the desired norms and
expectations. Hotel Hilton and Hilton York are tow one of the
top leading hotels of the industry the services provided by
them are very efficient in order to ensure the growth and
development of the organization.

Sources of collecting information.
For gaining the information regarding the customers, organisations like
Hotel Hilton can collect the information from:
Primary Data Source: This is the method in which investigator search
and investigate all the information all by themselves.
Secondary Data Source: This is the secondary method of collecting
the data and the information.

Reasons of using customers service policy.
Customer’s services are the basis upon which the foundation of
the organization depends; it provides the guideline for
conducting the operations that can help the organization in
achieving profitability and productivity to the organization.
These services provide basis upon which working criteria of
organization depends

Advantages and Disadvantages
Primary Source
• It s very time consuming process
• It is very critical process
Secondary Source
• It is the secondary source of collecting the information.
• In cases data is not very reliable.

Research on Customer Requirements
Hotel and Hospitality organisations are highly depended
upon the desires and needs of the customers. In such
organisations customers requirements are based upon:
• Level of satisfaction
• Comfort
• Hygiene
• Cleanliness
• Ambience
• Food
• Behaviour of the staff members

Customer service in Business and Service
Environment
• Helps in providing comfort and satisfaction to the customers
• Helps in maintaining the attention of the customers towards
the organization
• Create better opportunities for organization along with its
employees.
• Provide competitive edge to the hotel
• Motivates the customers to revisit the hotel
• Helps in maintaining the top leading position
• Allow the staff members to gain some knowledge regarding
their core customers.

CONCLUSION
From the above report it can be concluded that customer’s
services are very important in order to provide the growth and
development of the organization. These provide guidelines to
the organization on the basis of which they manage and
surpass there duties so that their services are effective enough
to earn the trust and loyalty of the customers.