Customer Service Excellence: Evaluating Hilton Hotel Service Delivery

This report assesses customer service delivery within Hilton Hotel, focusing on customer requirements, satisfaction levels, and the role of staff in delivering services. It highlights key aspects such as customer expectations, service quality, and communication effectiveness. The report includes a self-review of performance, identifying areas for improvement in customer interaction. Recommendations are made for enhancing interpersonal skills through training and development programs to foster better customer relations and encourage repeat business. References to relevant service quality and customer satisfaction studies are also included. Desklib provides access to similar solved assignments and resources for students.

(TASK C)
CUSTOMER
SERVICES

Cover Table
 Introduction
 Customer requirements and the satisfaction level for hospi
tality business
 Role playing in delivery of services in hotel to customer
 Review performance
 Recommendation for improving delivery of services
 References

INTRODUCTION
Effective Customer services contribute in making them repetitive
purchase with brand through influencing their perception after
getting better exposure and experience to the Hilton services.
In this particular presentation the process followed by the hospita
lity industry to provide effective services to the customer as pe
r the required standards.

Customer requirements and the satisfaction l
evel for hospitality business
The requirement for the customers should be met effectively in ord
er to increase the satisfaction level of the customers in workin
g process of Hilton hotel. Some of the determining aspects for
the customer satisfaction level are as follows:
 Customer expectation
 Service quality
 Effectiveness of communication system

CONT.
 Deliver on promise
 Let them vent

Role playing in delivery of services in hotel
to customer
The role played by the staff of Hilton hotel
in workplace to make effective deliver
y of services to customer are as follows:
 The individual should greet or welcom
e the customer heartily and affectionate
ly in order to provide them better exper
ience.

CONT
 Making them check in and offering the further services l
ike welcome drink, company brochure, restaurant menu,
interaction about room services to making them satisfy.
 Then this followed by evaluating the satisfaction level o
f the individual by taking care of customer comfortable
stay in hotel.

CONT
 Ending with the settling bill and bid farewell by develop
ing a good interactive communication with customer in
order to stimulate them for repetitive engagement with
Hilton services.

Review performance
The individual should be self evaluating in terms of their performa
nce level with respect to the customers services policies. As per
my belief I am lacking in making effective interaction with the
customers.

Recommendation for improving delivery of
services
So, this can be recommended that I should be provided with tra
ining and development programme in order to enhance my i
nterpersonal skills in order to develop friendly relation with t
hem and making them ready for respective purchase with br
and services.

REFERENCES
Santouridis, I and Trivellas, P., 2010. Investigating the impact
of service quality and customer satisfaction on customer l
oyalty in mobile telephony in Greece. The TQM Journal.
22(3). pp.330-343.
West, J. B., 2012. Respiratory physiology: the essentials. Lip
pincott Williams & Wilkins.
Wilson, A and et. al., 2012. Services marketing: Integrating
customer focus across the firm. McGraw Hill.

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