SITXCCS008 & SITXMGT001: Quality Customer Service Review at Langham

This project presents a comprehensive review of customer service practices at The Langham Hotel, Melbourne, focusing on the dimensions of excellent customer service and operations. It includes a survey conducted to assess guest satisfaction with the housekeeping department, analyzing responses related to room furnishing, cleanliness, bedding comfort, bathroom equipment, and staff friendliness. The analysis identifies strengths in meeting desired standards and areas for improvement, particularly in atmosphere and housekeeping staff behavior. The project also proposes amendments to standards documents and suggests an implementation plan involving executive training and technological improvements to enhance customer service, ultimately aiming to exceed customer expectations and foster loyalty. Desklib provides access to this project and other solved assignments for students.