SITXCCS008: IHG Customer Service Management Practices - Report

This report analyzes the customer service practices of International Hotel Group (IHG), focusing on hospitality, customer expectations, and digital marketing strategies. It covers IHG's policies and procedures for addressing customer needs and complaints, training staff, and creating appropriate enviro...Read More

INTERNATIONAL HOTEL GROUP 1
INTERNATIONAL HOTEL GROUP
Student’s Name
Professor
Date

INTERNATIONAL HOTEL GROUP 2
Task 1
Customer's services in any International Hotel Groups (IHG) are designed to have the
high level of hospitality. Importantly, the keys aspects of treating potential customers with
hospitality are developed through customer's policy services policy (Kotler, 2015). Key features
of the IHG are developed through establishing a good system of addressing expectations of
customers. In most cases, digital marketing platforms in IHG design some good platforms of
implementing needs of customers in the long-term objectives. The implementation plan of the
policy and procedures of International Hotel Groups designs some important recommendation of
treating clients in the first impression. The IHG provides different programs of training staffs on
dressing accordingly and effectively addressing clients in the entrance. Positive customer
services factors are recognized through suggestion box where potential clients can comment and
complain about services offered by the hotel organization (Dale, 2015). Negative factors of the
customer's service are addressed by implementing the process of providing resolutions to the
complaint presented in the suggestion box.
The IHG provides that procedures of marketing new products are designed after
providing solutions to the customers need. Customers complain are highly valued and compiled
for future reference and to avoid occurrences of similar cases. As such, customer's needs are
given first priority compared to digital marketing procedures (Denhardt, & Denhardt, 2015). The
IHG provides some good procedures of design appropriate environments to appropriately
accommodate customers. Professional workers in IHG are recruited to help establish a good
system of representing consumers' needs. Different agents are located to various destinations for
convenience purpose especially when in the goal of providing timely services to the consumer.
The survey process requires in IHG that the information gathered by focus groups to help

INTERNATIONAL HOTEL GROUP 3
represent positive feedbacks. The IHG provides procedures and policies of services
guaranteeing. For example, every customer is timely attended after paying the required fee
(Schwalbe, 2015). International policies on products quality and pricing vary with the standard
rules and regulations of IHG . Importantly, there is need to design some better documentation of
different strategies based international standards. The research process was developed by
qualitative analysis and collecting feedback from customers through the suggestion box. These
tasks are meant to be implemented IHG to achieve goals on effective changes policy and
procedures.
Task 2
The effort of presenting customers services in the IHG helps in generating some effective
suggestions for implementing hospitality. The policy and procedure plan for the IHG is
developed by the following plan.
Introduction
Procedure and policy developed in the IHG involves defining check-in time for the entry
of new customers. The process is designed by evaluating consumers' needs and developing
appropriate suggestions on time of entering and leaving the IHG as an employee (Stadtler, 2015).
After consumers are effectively attended, there are better procedures of check out time based on
different requests of the consumers. In these two procedures, credential information of customers
in IHG is taken to help provide security to all potential clients. Customer's services charter
provides that cancellation policies be considered in the in the booking procedures. In these cases,
a good statement of purpose IHG management is issued to all customers that have the pet to help
coordinate activities of clients and animal in the environments.

INTERNATIONAL HOTEL GROUP 4
Benchmarks of standards
The procedure and policy document in the IHG provides benchmarking of the important
standards in the hotel activities be developed according to individual needs. The response time
and services guarantee are effective based on the development of individual needs (Dhar, 2015).
Customers are guaranteed some quality product and effective services based on the IHG
provision of core standards. Quality products are largely enhanced and promoted in the digital
advertising procedures of the hotel products. The IHG provides that the organization of different
hotel should be developed based on international standards and policy. The benchmarking policy
in IHG requires that personal presentations have some delightful manners like adhering to a
policy of no smoking in all public areas. Procedures for dealing with difficult customers like
addressing them secretly to avoid drama (Monczka et l., 2015). Equally important, there is need
of addressing private information in better ways to increase trust from potential customers.
Confidential information need should not be made public according to policies and procedures of
IHG.
Opportunities for the feedbacks of the clients in IHG are presented in the procedure and
policy helps in goals and objectives planning. In many cases, there is need to have interactive
ways of engaging hotel staffs in the strategic planning of responsibilities allocation. IHG policies
help in designing better strategies for reservation plan. A sample of steps provided in the
procedures and policies plan of IHG involve check-in policy and check-out policy (Govindan,
Khodaverdi, & Vafadarnikjoo, 2015). The next step involves debit card policy and guarantee
policy. Other steps include early departure, cancellation, age requirement, smoke, pet, noise

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disturbance, and occupancy policy. The risk management document provides that the customer's
services should be designed according to contingents plan.
Procedures and Policy and Implementation Plan
The internal audit plan in the IHG has better monitoring process of consumer's traits to
comply with policies and procedures of the hotel management system. The implementation plan
of these strategies designs some better training models of new staffs to provide effective services
to customers. The IHG provides that different options of designs a better currency and changes in
dissemination are key aspects enhancing hospitality in the hotel system (Stadtler, 2015). The
implementation plan in the IHG involves allocating each employee with special task and
responsibility. Policies and procedures provide some better guidelines of actions to be
performed. The expected tasks in IHG are formed in a systematic manner based on speculated
completion date. Good monitoring procedures are defined by review parameters to successful
display hospitality in the IHG.
Task 3
The implementation of the recommended procedures and policy require effective training
session for new recruits for boutique hotel style in Australia. The planning of the training session
is to design some better guideline as a learning objective in the interaction methods of staff
members from 20 hotels across the world. The implementation plan covers multicultural
strategies that benefit trainee in preparing quality services to the client. The trainee session plan
provides valuable instruction that helps improvements of comments unfold in the suggestion box
(Kotler, 2015). The implementations of questions generated on session plan training are meant to
increase understanding of employees based on investment plan. Learning objectives models in

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the management of hotel have given out some handout that helps in defining procedures and
policies of encouraging liaisons hotel groups. Importantly, different methods of communication
are developed through professional and effective interactions with customers and employees in
the work system.

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Reference List
Dale, B. (2015). Total quality management. John Wiley & Sons, Ltd.
Denhardt, J. V., & Denhardt, R. B. (2015). The new public service: Serving, not steering
Routledge.
Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management, 46, 419-430.
Govindan, K., Khodaverdi, R., & Vafadarnikjoo, A. (2015). Intuitionistic fuzzy based
DEMATEL method for developing green practices and performances in a green supply
chain. Expert Systems with Applications, 42(20), 7207-7220.
Kotler, P. (2015). Framework for marketing management. Pearson Education India.
Monczka, R. M., Handfield, R. B., Giunipero, L. C., & Patterson, J. L. (2015). Purchasing and
supply chain management. Cengage Learning.
Schwalbe, K. (2015). Information technology project management. Cengage Learning.
Stadtler, H. (2015). Supply chain management: An overview. In Supply chain management and
advanced planning (pp. 3-28). Springer, Berlin, Heidelberg.