Hilton Hotel Customer Service: Presentation for TM3015

This presentation examines customer service policies and practices within the hospitality industry, using Hilton Hotels and Resorts as a case study. It explores various factors contributing to high-quality service, including the hotel environment, trained employees, and security measures. The presentation emphasizes the importance of setting service standards, managing customer expectations, and developing effective strategies. It also delves into the purpose of promoting a customer-focused culture, highlighting the significance of building strong customer relationships and increasing profitability. Furthermore, the presentation investigates customer requirements and satisfaction levels, emphasizing the need to understand and meet customer expectations to enhance their satisfaction. Finally, it discusses the application of customer care and service techniques, such as active listening and memorization, to build strong customer relationships and retain potential customers. The presentation concludes by emphasizing the importance of customer service for organizational success.

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Table of Content
oIntroduction
oFactors that contribute to providing a quality service
oImportance of setting standards in the delivery of quality service
oPurpose of promoting a customer-focussed culture
oInvestigation into customer requirements and satisfaction levels
oApplication of customer care and service
oConclusion
oReferences

Introduction
Customer services polices and practices are very important part of organisation as it helps in
performing organisational activities in better and effective manner. It is very important for
organisation to develop effective customer services policies that support accomplishment of
business objectives. This presentation is based in Hilton hotel and resorts. This is one of the
leading company that is providing its products and services in hospitality sector. Hotel hotel
was established in 1919 and founder of this organisation was Conrad Hilton.

Factors that contribute to providing a
quality service
There are various factors that will lead to contribute in high quality services of hotel.
Customers are considered as king for organisation and it is very important for organisation to
provide high quality product and services. By determining different factors Hilton company
that will contribute maximum in accomplishing desired goals as well as offering appropriate
services to customers.

Cont.…
Different factor are mention below that are helpful for Hilton company to provide quality
services to customers.
oEnvironment of hotel
oTrained employees
oIncreased security
oBetter values

Importance of setting standards in
the delivery of quality service
It is important for Hilton hotel to set proper standards in order to deliver quality services to
customers. This will lead to have significant impact on overall performance of organisation as
well as its quality services. Hilton hotel needs to set appropriate standards that can be
accomplish. By setting standards respective company is developing objective that needs to be
accomplish by organisation.

Cont.…
oManage customers expectations
oSetting expectation for employees
oProvide guidance
oMeasuring performance
oDeveloping better strategies

Purpose of promoting a customer-
focussed culture
Customer focussed culture refer as the organisational culture in which everyone is focusing on
customers as well as their services. In this type of culture not only employees but other
individual for senior management are participating in customer focussed culture. It is very
important for Hilton company to develop as well as promote customer focused culture as this
will help in creating strong relationship with customers.

Cont.…
This type of culture will lead to have major impact on performance as well as productivity of
respective company.
oBuild strong relationship with customers
oProfitable organisation
oCustomer retention

Investigation into customer
requirements and satisfaction levels
It is essential for organisation to investigation the requirement of organisation as well as level
of satisfaction. This will help in conducting business task and activities in such as manner that
will lead to meet with the needs and wants of customers. Hilton hotel is one of the well
established hotel which is providing its products and services form many years. By analysing
and determining the needs and requirement of customers. This company will be able to enhance
the performance of organisation as well as accomplish desired goals.

Cont.…
Hilton hotel needs to identify the requirement of customers as well as try to meet with the
expectation of customers in order to increase their satisfaction level.
oCustomer care services
oRelaxing environment
oInfrastructure
oSecurity and privacy

Application of customer care and
service
Customers care and service techniques includes different ways and methods through which
organisation can enhance customer care activities. There are many ways and techniques
through which organisation can conduct and perform effective customer care activities. It is
significant for Hilton hotel to use and apply different customer care and services techniques in
order to build strong relationship with customers as well as retain potential customers.