Customer Service Report: Hotel Indigo London-Paddington Analysis

This report provides a comprehensive analysis of customer service at Hotel Indigo London-Paddington. It begins with an introduction to customer service in the hospitality sector, emphasizing its importance in satisfying customer needs. The main body analyzes service quality using the SERVQUAL model, examining tangibles, reliability, responsiveness, assurance, and empathy. It then demonstrates knowledge of service recovery acid tests, including apologizing, reviewing, fixing and following up, and documentation. Finally, the report presents a survey report with recommendations for improving customer service, covering customer perceptions of check-in/out, dining, and housekeeping experiences. The report concludes by highlighting the importance of customer service and making suitable measures to meet guest expectations and build good relations.

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Analyse of service quality by focusing on dimensions and gaps................................................3
Demonstrate knowledge and understanding of the acid tests of service recovery within the
hospitality organisation...............................................................................................................5
Prepare a survey report with recommendations for better customer service..............................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
The term customer service is defined as an important perspective of the service sector
organisation that offer a large set of facilities to individuals to match company product and
service according to individual need and requirement. Buyer or consumer are the most important
asset of the business and they are key aspect to accomplish popularity among a hospitality
organisation that offer service with motive of satisfying customer’s need. This report is written
from perspective of Hotel Indigo London-Paddington and it is well-known for their customer
service (Chen and et. al., 2019). Further, this report highlights on service quality analysis by
implementing SERVQUAL model and the four acid test of service to overcome from different
challenges that work as a barrier for Indigo hotel. In the last, an effective survey report will also
be include to offer better and effective services to guest.
MAIN BODY
Analyse of service quality by focusing on dimensions and gaps
The term service quality is defined as a key concern for hospitality services that is used
by organisation with accuracy and appropriate aspect in order to reflect different factors related
with business performance and overall business factors. Hotel Indigo London is a large multi-
national chain and brand of hotel which perform work at different locations. The property of
London Paddington hotel offer high quality services in order to attract tourist and this is also
used to analyse all dimensions related with SERVQUAL model.
It is defined as a qualitative model which is used to assist manager as well as firms to
make comparison among service quality performance as per relation of customer service quality
for managing work as per individual requirement. In simple terms respective model enable and
organisation to make evaluation and comparison all services which is related with customers.
Moreover, SERVQUAL model aids management of hotel to seek and identify gaps which is
based on five different core dimension and components (Daugherty, Bolumole and Grawe,
2019). Analysis with model in context of Hotel Indigo is mention as below: Tangibles- The tangible element focuses on physical asset, human resource and other
important asset that that demonstrate effective services of Hotel Indigo London-
Paddington. Organisation develop a huge number of resources and it is used to generate
different perspective in order to formulate need and requirements that makes an

appropriate area to work with guest. This is used for managing technical error to manage
work in a fixed manner as it help to complete all task with innovation aspects. Reliability- The aspect or factors of reliability is focused on the expertise and accuracy
level of workforce to offer high quality services (Feine, Morana and Gnewuch, 2019). In
context of Hotel Indigo London-Paddington generate hiring aspect as it is used to hire
effective and experienced workforce by recruiting individuals with effective recruitment
process. It results that Hotel Indigo London-Paddington offer reliable services to attract
more number of customer’s. Responsiveness- With implement of different factors an organisation focus on customer
service that make willingness and support of individuals for helping visitor to stay. Hotel
Indigo London-Paddington in order to make perspective as per job role in order to listen
complaints of customer’s. Identifying perspective to complete all task as per guest
requirement in order to offer better experience to individuals related with their stay
period. Assurance- The term assurance reflects on the expertise level and abilities of individual
which is used to gain trust and add more value among company services. Moreover, as
per housekeeping department and other functional units it is easy to generate contact with
buyers. This also refers that by providing guidance to customer’s it is easy to manage all
task in order to perform all work according to functional units. This is also used by
management to work as per guidelines of work for managing task of hotel services
properly.
 Empathy- Customer service department of the Hotel Indigo hotel define the teams that
work for completing task according to customer’s perspective. This is also used by
management to offer best solution of organisation problem (Goodman, 2019). Moreover,
staff work with motive of staying long period as it help individual to overcome from
issue to make customer more happy. This also help person to formulate a healthy
relationship in order to manage all task with an appropriate manner.
With the evaluation and analysis of buyers perspective service of the Hotel Indigo
London-Paddington is improved by analysing the gaps related with customer service. The main
focus of model is to identify gap between customer expectation and company services.
Moreover, hotel focus on customer’s in order to satisfy customer need with more efficiency.

Needs and wants of consumers are fulfilled at priority and this also lead organisation to gain trust
of customer’s. Further, when an individual stay among the hotel than it is essential for hotel
management to identify and implement practical solutions for fulfilment of customer needs. It
enable an organisation to generate and build longer relationship with consumer for influencing
individuals towards future purchase of services in a similar hotel (Groth and et. al., 2019).
Demonstrate knowledge and understanding of the acid tests of service recovery within the
hospitality organisation.
Hotel Indigo London-Paddington work with their own services that leads team to meet
with all customers. The main motive of London-Paddington is to work as per customer
requirement and solutions as it lead company to perform work according to hotel website. It is
also used to receive mails, online query and booking of hotels. This is also used to implement
changes for recovering from problems with help of acid testing technique. Moreover, failing to
match with customers expectation and needs is one of the large failure towards a hospitality
service because they deal in diverse business environment. Therefore, acid test is demonstrate as
per back to back stages. Apologize- First test relates with the apologizing of guest before they head any form for
inconvenience or stress which generate problem for client at time of staying period in
hotel. Moreover, customer need to be sincere to express about regrets in order to stay
person for longer period. It is also beneficial for customer’s because this helps to make
sensitisation and expressing regrets towards the problem of person. Thus, customer gain
loyalty with staying in organisation for longer period. Further, complaints are also
presented in database that is used to assign work as per executive role (He, Liu and An,
2019). Review- Another test which is related with review of complaints is to solve and render
solutions for management perspective. It is related with practical approach that is used to
recover from company services. Hotel Indigo London-Paddington generate review about
problems for making better perspective as it helps to collect information with motive of
generating details to review about different problems as it helps to review about all
details that make support for persons to generate better solutions that makes interest of
individuals to offer high quality services.

 Fix and Follow Up- Next step of test is consider as one of the most crucial stage that is
used to overcome from problems and complaints which is registered for identifying the
solution of problems. With the implement of fixing and follow up of test it is easy for
customer’s to implement right executive for minimising the challenges related with hotel
industry. Moreover, once client is agree to identify the solutions that they develop a
follow up call to gain feedback and this help to know about customer satisfaction level.
This is also used for generating a follow-up call for identifying gaps related with
customer services (Li and et. al., 2019). It also encourage persons for purchase of services
in favour of Hotel Indigo London-Paddington in order to gain customer loyalty.
 Document- Last step of the test relates with documentation for recording all complaints
in order to generate process which solve overall problems and issue of individuals. It is
also used for making documentation that make services which lead organisation to solve
overall issue related with hotel. Moreover, personalised services help guest to gain luxury
experience. It also make documentation which serve better base for customer’s to
enhance company goodwill.
Prepare a survey report with recommendations for better customer service.
Background of the survey
With the design of this survey management of Indigo hotel leads individuals for
managing customer in respect for individuals needs and satisfaction level. Organisation also
analyse perspective of customers to manage and work with services in order to make better
customer support.
Survey questions-
 What is customer perception of hotel services related with the check-in and out of
individual stay among hotel?
 What experience are faced by customer’s that is related with dining hall in context of
food quality and taste?
 What experience relates with housekeeping performance of customer?
Survey methodology
It is the survey that can be done on qualitative basis in which guests will given open
ended questions that is to be answered by the existing customers so that Hotel Indigo London-
Paddington can improve their customer service. This survey involves 50 customers.

Presentation of survey report
It is to be analysed that the survey based on customer service of Hotel Indigo London-
Paddington that has following response that can be measured in two ways i.e. positive and
negative due to open ended questions (Sutherland and et. al., 2020).
 For first question, out of 50 customers, half of the respondent were happy with the
services that the hotel provided. 40% guests marked as the services with little satisfaction
and remaining 10% are totally unhappy from the Hotel Indigo London- Paddington
services.
 For 2 question, out of 50 candidates, 80% respondents are marked excellent quality of
services based on taste of food, in this remaining 20% will show their unsatisfactory level
related to food and late delivery services.
 For question 3, Out of 50 consumers, 78% shows satisfaction towards good housekeeping
services and in this 22% respondents are showed their unsatisfactory with housekeeping
services.
Recommendations
To the above reflect survey it is to be recommended that Hotel Indigo London-
Paddington needs improvements in their front level services and in this hotel need extra staff
members on their front area who welcome the customers with their full efforts and enthusiasm.
IN this ' first impression is the last impression' is fitted effectively because in the hotel lack of
services at initial stage creates roadblock for organisation and their continues success. In this
they manager of hotel can work on providing the proper training facility to their staff members
that impact positively on attracting the customers attention and retention (Zhu, Lam and Lai,
2019).
Secondly it is recommended that the hotel can do some addition in tools and functions
within food management department so that customers can get the quality food services without
compromising on taste and quality of the food. For Hotel Indigo London- Paddington, using
digital technology is also recommended so that customers can get the keyless entry using
effective mobile application that also helps in saving the time of customers. As the hotel also
engage in the skilled and trained employees that are highly experienced in using high technology
that attracts the eyes of customers. This helps in retaining customers and placing the employees
on the right position that gives appropriate results.

CONCLUSION
This report concluded the evaluation, based on the customer services aspects and their
effectiveness for service providing firm in which needs and requirements of the customers
services are highly influence. It inculcates the best idea that around what the guest is expecting
and what exactly they delivered. In this hotel and hospitality industry need to make suitable
measures in which they delivers the best and appropriate to their guest to make a good relations
with them and encourage them for their repeat purchases in the favour of the hotel.

REFERENCES
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