Hospitality Services Report: Customer Service, and Risk Assessment

This report delves into various aspects of hospitality services, beginning with an overview of customer loyalty programs designed to retain existing customers through discounts and complementary services like laundry. It then explores the implementation of an ERP system to streamline customer order processing, automate inventory management, and facilitate communication between departments. The report also highlights the roles and responsibilities of service team members, emphasizing the importance of closing inventory checks and job performance evaluations. Furthermore, it discusses the use of audit processes, employee appraisals, shift management software, and risk assessment procedures to ensure operational efficiency and safety. Finally, the report touches upon the use of CRM software for customer service and a customer grievance support system to address and resolve customer issues effectively, along with references for further research.

Running head: HOSPITALITY SERVICES
Hospitality services
Name of the student
Name of the university
Author note

1HOSPITALITY SERVICES
Question: 1
 Brochure
 Restaurant
 Reception
 Administration
 Administration
 Human resource manager
 Brochure
 Brochure
 Human resource manager
Question: 2
Customer loyalty program will be communicated to the existing customers in order to
increase the rate of retention. It will include added discounts and offers to the existing customers
over the new customers.
Laundry services will also be provided to the customers as complementary services. This
will help them to enhance the level of satisfaction of the customers.
Prices of services will be kept as similar as the market trend. This is due to the reason
that, it will help to gain the competitive advantages in the market.
Question: 3
ERP system will be implemented in the process of intercom of the customers with the
service operator. It will automatically transmit the order of the customers to the kitchen staff. On
the other hand, customers will also gain the reply about the status of their order.
The ERP system will be set in such a way that, beyond a certain level of stock, it will
notify for reinforcement. Moreover, it will automatically place the order.

2HOSPITALITY SERVICES
Room service will be responsible to keep ready all the vacant rooms.
Accounts department will look after the financial transaction.
Room service department will look after porting service.
Kitchen department
Reception
Hotel store
Reception
Question: 5
The key roles and responsibilities of service team members include checking the closing
inventory at the end of the day along with checking the jobs being done properly.
Question: 6
a. Audit will be done along with having separate finance department.
b. Employees being given quarter schedules and appraisal after every quarter (1).
c. Enterprise software will be in use in order to have effective change of the shift.
d. First aid facility is in the workplace along with having the facility of quickly transporting
to the nearest hospital.
e. Risk assessment will be done on monthly basis.
f. CRM software will be in use to provide effective customer service (2).
g. Customer grievance support system will be implemented to overcome the issues with
them.

3HOSPITALITY SERVICES
Reference
1. Ocansey F. Training the Employee for Improved Performance: the Mediating Role of
Employee Performance Appraisal. TEXILA INTERNATIONAL JOURNAL OF
MANAGEMENT 2016;2:111-118. doi:10.21522/tijmg.2015.02.02.art009
2. Harrigan P, Miles M. From e-CRM to s-CRM. Critical factors underpinning the social
CRM activities of SMEs. Small Enterprise Research 2014;21:99-116.
doi:10.1080/13215906.2014.11082079