Customer Service and Management in the Hospitality Sector

This report delves into the intricacies of customer service within the hospitality industry, exploring various facets such as customer needs, service offerings, and problem-solving strategies. It begins by outlining typical customer circumstances, needs, and expectations, followed by a detailed description of products and services like concierge services, in-room dining, and digital keys, along with potential add-ons and promotional initiatives. The report emphasizes the importance of anticipating customer needs, ensuring service quality, and handling potential issues like Wi-Fi and in-room dining problems. It provides practical solutions for resolving customer complaints, preventing future issues, and fostering a positive work environment through effective communication and conflict resolution. Furthermore, the report highlights the significance of customer feedback in enhancing service delivery, including a sample feedback form and an analysis of its utilization. Finally, it addresses the needs of customers with special needs or disabilities and outlines factors to consider when compensating customers to maintain both business interests and customer satisfaction.

Running head: HOSPITALITY
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Name of the Student
Name of the University
Author Note

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Table of Contents
1. Provide an overview of the circumstances of customers you typically would encounter in
your chosen field of training. Describe their likely needs and expectations as well as any special
needs................................................................................................................................................2
2. Provide 5 examples of products and services you offer in your chosen field. Imagine you are
talking to a customer and briefly describe each of the products and services.................................2
3. Provide 3 examples of add-ons or extras available in your area and explain the benefits or
advantages to the customer if taken as a package............................................................................2
4. Choose 1 of the add-ons or extra and describe 2 methods for how you could effectively sell
the additional item...........................................................................................................................3
5. Provide 3 examples of how you could anticipate the needs of your customers in your service
area. This may include special provisions dependent on special needs, service situation,
preference etc...................................................................................................................................3
6. How will you ensure all products and services are packaged or auctioned before customer
delivery, including any variations, add-ons or special requests? How does this enhance the
standard level of customer service?.................................................................................................3
7. Choose 2 of the products or services you described in Question 2. Describe the types of
problems which might occur in relation to each product and service.............................................3
8. Select 4 of the potential problems you identified in Question 7. Imagine these problems have
been escalated to you to solve. What solutions could you implement to solve the customer’s
problems and demonstrate high quality customer service?.............................................................4

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9. How would you ensure similar problems could be avoided and service provisions improved
in the future? What would this require and how should this be managed within the team in your
service area?.....................................................................................................................................4
10. Explain the procedures for dealing with conflict, outlining the steps and requirements for
verbal and non-verbal communication. What are your responsibilities as a supervisor/manager?.4
11. Provide 3 examples of promotional items or initiatives which could be used in your
service area......................................................................................................................................5
12. Develop a customer feedback form......................................................................................5
13. Explain how you will evaluate this feedback form , how you would utilize the collected
data and how this would be useful to develop ongoing customer relationship...............................6
14. List 3 examples for customer with special needs or disabilities you may encounter in your
work area. What are special requirements are likely for the examples you have provided?...........6
15. List 3 factors which must be considered when you need to compensate a customer to
ensure both, the interest of the business and the customers are satisfied........................................6

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1. Provide an overview of the circumstances of customers you typically
would encounter in your chosen field of training. Describe their likely
needs and expectations as well as any special needs.
In the accommodation sector, circumstances of customers that may arise is incorrect pricing,
unmet expectations, misunderstandings due to communication barrier and delays on providing
services.
There are many expectations and needs that customers have like security, technological facilities,
and services on time and many more. One of the main needs and expectations of customers is
experience. Customers want exemplary experience which will be unique and different from other
experiences. Customers expect to be treated royally and be provided with value added services
like spa, one tour in a cruise and many more.
2. Provide 5 examples of products and services you offer in your chosen
field. Imagine you are talking to a customer and briefly describe each of
the products and services.
Products and services offered in the accommodation sector are concierge service, in-room
dining, digital keys for security, complimentary breakfast and free Wi-Fi.
While explaining concierge services I would say, “the core value of our hotel is relaxation and
our customers do not have to do anything, everything will be done by us for our customers from
booking movie shows or some other facility”.
In-room dining will provide all the food and beverages that you crave at any hour of the day.
Digital keys are safe and secured and will protect your belongings even when you go out.
Breakfasts are important and it is a complimentary service, you can ask to serve you breakfast in
your room or go down to the hall and enjoy the breakfast buffet.
Wi-Fi is free and available at all times.
3. Provide 3 examples of add-ons or extras available in your area and
explain the benefits or advantages to the customer if taken as a package.
Three examples of extras available in the accommodation sector is prepayment of baggage
charges, upgraded accommodation and services by local guides.
The benefit of prepayment baggage is that when the customers will purchase things to take back
home then they can take it easily without heavy additional charges.

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Upgraded accommodation will help in getting extra facilities like bigger rooms, beautiful view,
additional services, and rooms with food and beverages.
Local guide services will help the customers have a good tour experience without being conned
by the local guides that are present on the spot or agencies.
4. Choose 1 of the add-ons or extra and describe 2 methods for how you
could effectively sell the additional item.
One of the add-on items to choose will be the local guide services.
Tourists usually come to different countries to explore the local experiences of the country and
get an insight about their special places and local areas. Local tour guides will guide them
properly and take them to unusual places that they are unaware of and also protect them from
getting conned by the local people and purchase products they desire at the local prices.
5. Provide 3 examples of how you could anticipate the needs of your
customers in your service area. This may include special provisions
dependent on special needs, service situation, preference etc.
Three ways of anticipating the needs of the customers is by give them a chance to try and then
make a purchase, ask customers for feedback and their ideas and their body language.
6. How will you ensure all products and services are packaged or
auctioned before customer delivery, including any variations, add-ons
or special requests? How does this enhance the standard level of
customer service?
The products and services need to be packaged as per the bill generated and the needs of the
customers. While providing services it is important to ask customers whether they need any
customization or special needs so that they services and the products can be packaged in a way to
satisfy and enhance customer experience.
This helps in making the customers feel special and enhances the customer experience as well as
satisfaction.
7. Choose 2 of the products or services you described in Question 2.
Describe the types of problems which might occur in relation to each
product and service.
The two products or services chosen are Wi-Fi and in-room dining. However, there may be some
problems that may occur. Due to some technical glitch the Wi-Fi might not work or give a good

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speed. The Wi-Fi service may not be satisfactory for the customer. In terms of in-room dining,
the customization asked by the customer may not be understood by the department thus failure of
providing the exact need of the customer might happen. Specific demands of the customers may
not be available which can lead to customer dissatisfaction.
8. Select 4 of the potential problems you identified in Question 7. Imagine
these problems have been escalated to you to solve. What solutions
could you implement to solve the customer’s problems and demonstrate
high quality customer service?
The accommodation sector needs to hire technology specialist to maintain the technological
factors in this sector. Proper work should be done to ensure speed that will help in satisfying the
customers.
The department that looks after the in-room dining service needs to stock all the necessary
ingredients and products like sparkling water and different types of beverage to cater to the needs
of the customers. This sector needs to hire people who can monitor and ensure services are being
delivered according to the bill that has been generated and avoid miscommunication to
successfully customize the service and the needs of the customers.
9. How would you ensure similar problems could be avoided and service
provisions improved in the future? What would this require and how
should this be managed within the team in your service area?
The department needs to hire technology specialist to take care of the technical problems like
Wi-Fi services and other issues regarding the systems and many more. The in-room dining
services needs to hire people to efficiently monitor orders and communicate with the customers
to ensure the exact needs they require for customization.
For this the accommodation sector needs to spend more to hire efficient employees. Integrated
communication is required to manage these aspects within the team to communicate the needs as
well as provide them with adequate help which they need.
10.Explain the procedures for dealing with conflict, outlining the steps and
requirements for verbal and non-verbal communication. What are your
responsibilities as a supervisor/manager?
As s manager, it is the responsibility of the manager to build cohesive teams to ensure
productivity in this sector. Conflicts are inevitable thus it needs to be treated efficiently.

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Facilitating communication helps in people understanding the exact work that needs to be done,
creating a positive workplace is important to deal with conflict. Listen to the employees and
make necessary changes which contribute to the rise in conflicts in the accommodation sector.
11.Provide 3 examples of promotional items or initiatives which could be
used in your service area.
Special packages, offers and discounts, digital advertising campaigns and create local and
interesting events can be used as promotional initiatives and items used in the accommodation
sector.
12.Develop a customer feedback form
A customer feedback form should be developed to evaluate the customer experience
FEEDBACK FORM
1. How was the hotel experience?
Good: Bad: Satisfactory:
2. How was the room service?
Good: Bad: Satisfactory:
3. Was the room clean?
Yes: No:
4. Did you get all the amenities required?
Yes: No:
5. How was the food and in-room dining experience?
Good: Bad: Satisfactory:
6. Was the hotel staff helpful?
Yes: No:
7. Would you visit here again?

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Yes: No:
8. Any complaints about the service.
9. Comments about the experience
10. Your recommendation
13.Explain how you will evaluate this feedback form, how you would utilize
the collected data and how this would be useful to develop ongoing
customer relationship
Each and every individual customer’s feedback needs to be considered. All the data and
feedback needs to collected and check in which division the customers gave negative feedback
and in which division the customer gave positive feedback. Both need to be considered and
effective changes should be made to improve the services and products and changes should also
be made to the positive factors to enhance it more for customer experience and satisfaction. This
will help in improving the customer relationship by understanding their issues and making
necessary amendments.
14.List 3 examples for customer with special needs or disabilities you may
encounter in your work area. What are special requirements are likely
for the examples you have provided?
There are various types of customers, who will have different special needs which need to be
looked after. Customer may be health conscious thus would need special products like sugar free
products; people who are disabled may need wheelchairs and other required cutlery and young
children and infants may need special foods, chairs that are high and required cutleries.

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I have provided wheelchairs to people who are disabled and have also provided sugar free
products to our customers who demanded it during their stay.
15.List 3 factors which must be considered when you need to compensate a
customer to ensure both, the interest of the business and the customers
are satisfied.
The three factors which need to be considered when need to compensate customers are the
compensation should satisfy the customers and ensure the reputation of the business or the
company, the compensation must be negotiated to fulfill the unsatisfied customers and also see
how it affects the expenditure of the customers and provide compensation with value added
services which satisfies the customers and helps in retaining loyalty of the customers. This will
help the business as well as the customers and maintain a healthy relationship with the business
and the customers.