Business Consultancy Report: Sheraton Hotel Customer Satisfaction

This report presents a business consultancy project focused on improving customer satisfaction at the Sheraton Hotel. The report begins with an introduction outlining the project's aims and objectives, which include identifying the reasons for customer dissatisfaction and proposing strategies for improvement. It then examines the hotel's operations, highlighting the importance of adapting to customer preferences and conducting market research. The report details the monitoring and evaluation processes, including customer feedback mechanisms and timelines. It also addresses project delivery, including risk management strategies such as market research and stakeholder analysis. The conclusion emphasizes the importance of implementing changes based on the consultancy's recommendations to enhance customer satisfaction. References to relevant academic sources are also included.

Business
Consultancy

Cover Content
 Introduction
 Aims and Objectives
 Hotel Operations
 Monitoring and evaluation
 Project delivery
 Conclusion

INTRODUCTION
Business consultants provides the business consultancy with the help of
which they can performance and efficiency can be improved. The
management of the organisation determine various issues faced by
them and accordingly they take consultancy so that they can mange it.
For this project Sheraton Heathrow is taken into consideration that is
facing the issue related to the satisfaction of the customer.

Aim of the Project
The aim of the project is to find out best strategies for overcoming the
issues associated with customer satisfaction.

Objectives of the Project
The objectives of the project are:
 To determine the reasons for dissatisfaction among the customers.
 To analyse the impact of the issue related to customer satisfaction.
 To identify various strategies with the help of which the issue
faced by the hotel can be resolved.

Hotel Operations
Sheraton Heathrow is an international hotel that has been providing a variety
of services to the customers with the aim of maintaining quality of
services. They have been serving completely trans fat free food with the
aim of providing quality food to the customers. In addition to this they
have been managing their operation in context of better housekeeping
services, efficient employees in marketing and human resource department
etc.

Continue..
It is crucial for the hotel management to taken into consideration the
effectiveness of all services for which the analysis of each department of
the hotel will be done. The changes in the taste and preference of the
customers will be identified with the analysis of external market so that
better services can be planned for enhancing the customer satisfaction.

Monitoring and Evaluation
With the help of monitoring and control various aspects can be determined for the
project such as:
 how the feedback will be collected from the customer in context of their
level of satisfaction so that further improvement can be made
 the timescale within which the information has to be gathered so that
necessary strategies can be formulated
 findings from the feedbacks will be analysed according to which services
will be planned and roles and responsibilities will be allocated

Project Delivery
The risk related to the project will be identified along with the strategies for mitigating the risk such as :
 changing taste and preference of the customers which can be managed with the help of market
research
 influence of the stakeholders such as the impact of customers, employees and the investors for
various policies and changes to be implemented within the organisation, for supporting this they
need undertake stakeholders analysis
 technology that will used by the hotel required funds that can become risk for them and for
mitigating this they need to determine the sources that can provide them the funds

Conclusion
It is concluded from the above report that the organisation need to manage
the issue so that they can ensure customer satisfaction by introducing
changes as per the recommendations of the consultant after analysis of
environment.

References
Bendell, J. ed., 2017. Terms for endearment: Business, NGOs
and sustainable development. Routledge.
Copacino, W. C., 2019. Supply chain management: The
basics and beyond. Routledge.
David, F. R. and David, F. R., 2019. Strategic management: A
competitive advantage approach, concepts and cases.
Pearson.
Chingondo, A.K., 2016. The impact of accounting records in
effective accounts receivable recoveries: a case study of
Flaintop Business Consultancy (Pvt.) Ltd (Doctoral
dissertation, BUSE).