Developing and Managing Customer Service Policies: Hospitality Diploma

This report, prepared for a Diploma in Hospitality program, comprehensively examines various aspects of customer service within the hospitality industry. The report begins with a case study analyzing customer needs and expectations, focusing on a specific incident and its impact on a business. It then delves into the development and management of customer service policies, including detailed outlines for booking, service, and staff presentation policies, complete with procedures, training requirements, and monitoring strategies. The report also addresses legal requirements related to pricing, advertising, complaints handling, product safety, and warranties. Furthermore, the report includes an analysis of survey responses related to a resort's services, presenting the data in percentages and reflecting on the findings. The report provides a comprehensive overview of customer service best practices, legal considerations, and practical applications within the hospitality sector.

Running Head: DIPLOMA IN HOSPITALITY 1
DIPLOMA IN HOSPITALITY
STUDENT’S NAME
COURSE
UNIVERSITY
DATE

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Table of Contents
Case study one...........................................................................................................................................4
Mr. and Mrs Jones’ customer needs and expectations in the case study...............................................4
Question one...............................................................................................................................................4
Customer’s expectation on each visitation to the establishment............................................................4
Question Two.............................................................................................................................................5
Impact of the incident to the business......................................................................................................5
Major issues apparent in the case study..................................................................................................5
How the issues should be addressed in the establishment......................................................................5
Question four.............................................................................................................................................6
Draft of the letter.......................................................................................................................................6
Task 2: Developing and managing policies and procedures for customer service................................7
Part A.........................................................................................................................................................7
a) Bookings policy..............................................................................................................................7
Procedure to achieve the purpose.........................................................................................................7
The aim or purpose of the policy..........................................................................................................7
Training requirements for the staff to perform the procedure..........................................................7
Monitoring and evaluation....................................................................................................................8
Target population..................................................................................................................................8
b) Service policy.........................................................................................................................................8
Purpose of the policy.................................................................................................................................8
Policy details..............................................................................................................................................8
Procedure for achieving the purpose.......................................................................................................8
Training needs for the staff for efficiency................................................................................................8
Monitoring of the policy............................................................................................................................9
Availability of the policy...........................................................................................................................9
c) Staff presentation policy.......................................................................................................................9
Purpose of the policy.................................................................................................................................9
Details of the policy...................................................................................................................................9
Procedures for achieving the purpose....................................................................................................10
Necessary training needed......................................................................................................................10
Monitoring...............................................................................................................................................10
Availability of the policy.........................................................................................................................10

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Reporting requirements..........................................................................................................................10
Grievance procedure...............................................................................................................................11
Customer service procedures for service...............................................................................................12
Provisions for staff training, monitoring and review............................................................................12
PART B....................................................................................................................................................13
An overview of the legal requirements for various aspects..................................................................13
Pricing......................................................................................................................................................13
Advertising...............................................................................................................................................13
Complaints handling...............................................................................................................................13
Product safety..........................................................................................................................................13
Warranties...............................................................................................................................................13
TASK 3.....................................................................................................................................................14
QUESTION ONE....................................................................................................................................14
Expressing the collected responses from colored sands resorts survey as percentages......................14
Reflection of the departments.................................................................................................................14
Question two............................................................................................................................................15
References................................................................................................................................................16

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Case study one
Mr. and Mrs Jones’ customer needs and expectations in the case study
Question one
As customers, the couple wanted a table booked for them for their 5th wedding anniversary and
they expected that the staff of the establishment would had booked a table for them during the
anniversary day due to an early booking and confirmation.
Customer’s expectation on each visitation to the establishment
A customer would expect an efficient service from the staff due to the brand of the establishment
especially on a special occasion such as an anniversary (Sweeney, Armstrong, & Johnson, 2016).
Furthermore, a customer would always expect that the booking has been reserved upon
requisition especially after contacting the customer service department and confirm the booking
status.
The customer would always expect timely service upon requisition of an order because an
establishment is expected to give customers’ request a first priority under all circumstances in
order to initiate the repetitive purchasing behavior from the customers.

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Question Two
Impact of the incident to the business
The nature of service offered to Mr. and Mrs Jones was very poor rather than they expected. As a
result they would never visit the establishment again and would advise their friends and family
members not to visit the establishment due to the poor quality of services been offered by the
entire staff of the establishment. This type of a service would really affect the entire market for
the establishment if an urgent action cannot be taken (Habel, Alavi, Schmitz, Schneider, &
Wieseke, 2016). The business would lose their potential customers who might not be impressed
by the poor quality of services been offered within the establishment.
Major issues apparent in the case study
No booking was made for the couple despite of making a call and confirmation made by Alex
two weeks prior to the day of the anniversary. The couple received a very poor service after the
staff within the service department took long to deliver their order which left the couple really
disappointed and were almost leaving before been served. No one was there to apologize to the
couple for the failure and explain to them why things happened that way.
How the issues should be addressed in the establishment
The management should appraise the performance of the employees within the establishment so
as to ascertain the degree of their service to the clients. There should be a suggestion box where
the consumers drop their issues so as to enhance appropriate action by the management in case of
such crisis to facilitate immediate action so as to maintain the good image of the establishment to
the public to facilitate repetitive purchasing.

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Question four
Draft of the letter
Hallo Mr. and Mrs. Jones, I’m the general manager of the Cape lighthouse establishment. I
would really like to appreciate your efforts for recognizing our hotel and booking an appointment
for your anniversary. I received the complaint from one of the clients who was there during the
day you came and the client happened to be my cousin and was also very upset on how you were
treated. I would like to invite you for a post-anniversary treat as a way of apologizing for the
mistreatment you were given. The employees who were on duty that day have been suspended
until further notice as I look into the matter in details. Looking forward to meet you in a
fortnight.

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Task 2: Developing and managing policies and procedures for customer service
Part A
a) Bookings policy
All the booking should be addressed accordingly after the booking and any failure by the
relevant personnel would result to action from the management (Su, Swanson & Chen, 2016).
The personnel in charge should record all the relevant personal details of the customer such as
the contacts for verification.
Policy details
This policy entails the terms and policies for the booking so that the clients can be well informed.
Procedure to achieve the purpose.
The personnel in charge for booking shall follow the following procedure to achieve the purpose
of the policy
 Greeting the customer and do a brief introduction
 Request the relevant details from the customer
 Confirmation of payments since no booking is offered before payments have been made
 Giving the feedback to the customer with an assurance.
The aim or purpose of the policy
To ensure that customers have confidence with the establishment after securing their bookings as
specified during the booking process.
Training requirements for the staff to perform the procedure
Perform presentations in the course of on the job training for efficiency

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Monitoring and evaluation
The implementation of the policy shall be monitored and reviewed by the supervisor in charge.
Target population
The policy shall be made available to all the staff and customers for efficiency. The policy shall
be printed in the organization’s journal for easy accessibility.
b) Service policy
The customers should be served on time and addressed politely by the personnel in charge. Any
complaint from the clients for poor service would result to appropriate action from the
management.
Purpose of the policy
To ensure effective service provision to the customers.
Policy details
The policy shall contain the relevant personnel for different types of services to the clients.
Procedure for achieving the purpose
 The concerned personnel shall greet the customer
 Show the customer the room in case for accommodation
 Show him necessary facilities like the washrooms etc.
 Deliver anything as per the request from the customer
Training needs for the staff for efficiency
All the relevant personnel shall be coached effectively by their supervisors

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Monitoring of the policy
The supervisors shall be in charge of the performance appraisal to monitor the
implementation of the policy.
Availability of the policy
The policy shall be available to all the staff and employees through the organization’s
journal.
c) Staff presentation policy
According to Sigala (2018) all the employees should be well presentable when serving the clients
at the work place. All the staff should put on their official badge to enhance easy recognition
from the clients as per the rules and regulations. All the employees should always be in their
official attire for the department while at the establishment which is an acceptable professional
code of ethics hence should not be violated under any circumstance.
Purpose of the policy
To ensure that all the employees are always presentable at the work place which creates a good
impression to the clients.
Details of the policy
The policy shall have detailed explanation of how the staff on duty should themselves to the
clients to create a good impression of hospitality to the clients.

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Procedures for achieving the purpose
 All the staff to attend the daily parade at the stipulated time
 The supervisor will then inspect their dressing code, their grooming for males and
whether they have their badges on.
 Each employee will then sign indicating that he or she has attended inspection and has
adhered to the staff presentation policy.
Necessary training needed.
The employees shall be trained through seminars and workshops on the significance of
maintaining the professional ethics through effective presentation at the work place.
Monitoring
This shall be done by the human resources manager for efficiency.
Availability of the policy
This policy shall be availed to all the staff and customers via the journal.
Reporting requirements
All the complaints should follow the stipulated chain of command within the organization’s
booklet that is usually available at the customer care desk.

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Grievance procedure
According to Dai, Luo, Liao& Cao (2015) all the customers are required to follow the following
procedure when raising a complaint in relation to any aspect regarding the services or staff:
 Submitting a written complaint to the suggestion box with your contact details
 Access of the complaint by the personnel in charge
 Looking in to the matter for approval
 Contacting the complainant with the solution
 Closing the case.

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Customer service procedures for service
For Orders
 Once the customer arrives, go immediately and ask him or her what she might be served
with
 Show him the menu for efficiency
 Deliver the order within the shortest time possible and if the food is not ready notify him
or her the duration it might take to avoid disappointment from the customer.
 Give him the bill
 Stick closer in case the customer needs anything extra
 Clear the table after the customer pays and leaves.
 Monitor another customer and repeat the whole procedure.
Provisions for staff training, monitoring and review
 All the employees must be available for training sessions scheduled by the organization
failure to which might be deemed to lack of cooperation with the management.
 All the employees should fill the performance appraisal forms appropriately to enhance
performance monitoring by the management.
 All the employees should have a copy of the policies for review so as to be well
acquainted with them for maximum cooperation within the establishment.