Customer Service in Hospitality Management Assignment Sample

Assignment
Customer Service in Hospitality Management
Type of Documents : Assignment
No of Words : 1,700
Disclaimer: This is a sample document prepared by AssignmentDesk.co.uk and has been
submitted on turnitin. To order the similar paper please contact at:
Email: help@assignmentdesk.co.uk
Phone: (UK) +44 203 3555 345
Website: www.assignmentdesk.co.uk

2
Email : help@assignmentdesk.co.uk, Phone: (UK) +44 203 3555345
This is a sample document owned by www.assignmentdesk.co.uk
CUSTOMER SERVICE IN HOSPITALITY MANAGEMENT

3
INTRODUCTION
Hospitality is the relationship between a host and the guest. In other words it can be define as an art or
practice to reception and entertain visitors, guests or strangers. The word hospitality is derived from Latin
word hospes which means “to have power”. But nowadays hospitality is associated with entertainment and
etiquettes. Hospitality involves showing respect and etiquettes to the visitors and guests and providing
them friendly and homely ambiance so that they don’t feel uncomfortable. Moreover, hospitality requires
fulfilling the needs of guests and visitors and to treat them as equal. In recent years hospitality industry is
growing with a swift pace. Hospitality industry is classified under service industry and it includes hotels,
restaurants, theme parks, event management, cruise line, airlines, and tourism industry.
The growth in the hospitality industry has given rise to the concept of hospitality management. Hospitality
management involves study of hospitality industry. It deals with how to run a restaurant, hotel and tourism
and travel related business. Hospitality industry is mostly dependent on the quality of service. Providing
excellent customer service is the motto of the hospitality industry. Thus, scope of service quality is very wide
in the hospitality industry. In this study we will focus on to understand the customer service policies and will
analyze why it is important to promote a customer focused culture. Further, we also study some tools and
techniques by which hospitality industry can enhance the skills of its employees to serve customers in
better manner.
Customer Service
Excellent customer service is lifeblood for any hospitality industry. Hospitality industry will perform
well only when it will be able to provide excellent customer service to its customers. Only by slashing prices
and offering promotions hospitality industry can attract customers once, but it will make profits only
when the industry will be able to attract customer again and again towards it. This can be achieved
only by providing excellent customer service. Customer service is one of the major factors that can bring
back customers again and again to you. Thus your customer service must be of quick and should be of
excellent quality so that your customers always go happy from your place. Customer service will be
considered of good quality only when you get a positive reply from the customer’s end and when you are
able to attract the customers again and again. One will be able to provide excellent customer service by
simply following below mention steps:
 Answer all calls

4
 Keep all promises
 Always listen to your customers
 Give attention to complaints
 Always be helpful and smiling
 Train your staff
 Take an extra step
 Give something extra
Customer Service Policies
Reasons for using customer service policies
Customer service policies are drafted so as to communicate customers that what they can expect in terms of
services from the business. The customer service policy includes details regarding the roles of different
staff members and the level of courtesy the customers can expect from the business. Nowadays many
technologies and CRM software plays a significant role in designing and delivering customer service
policies. Thus, by customer service policies business can reach out to its customers and helps it in
achieving customer loyalty. Moreover, customer service policies are required to attain business goals. The
main goal of business is to attract customers towards it. But it is very important for the business to retain its
customers. Retained and referral customers are very important for a business to keep growing and sustaining
in the competitive business environment (Miller, n.d). Thus, customer service policies give an overview of
the company’s services and their quality. And helps customers to whether their needs and desires will
be satisfied by the business or not. In addition, customer service policies also help business to find out the
gaps in their services and helps business to overcome from those gaps. For example, Marriott customer
service policies include information related to: intent, Service animals, assistive devices, temporary
disruption of services, support persons, training etc. (Courtyard Marriott, 2011).
Purpose of evaluating customer service policies: Following are the purpose of evaluating the customer service
policies:
 Evaluation of customer service policies helps in providing quality service to the customers
consistently.
 Motivates staffs who are able to achieve and maintain the level of service quality.
 Evaluation of customer service policies enhances the image of the organisation.

5
This is a sample assignment for complete
project contact
Call now: +44 203 3555 345
Email Address: help@assignmentdesk.co.uk

6
Mobile communication: Mobile communication has bought revolution in the field of communication.
Managers of hotel can use mobile apps such as SMS’s and MMS’s to communicate with its existing
customers. Social Media Communication: With the rise in social media, lot and lot of people are connecting
to it. Nowadays, most of the people are connected to some or the other social networking sites. So the
manager of the hotel can use this tool for communicating with the existing customers. In addition, with the
help of social media he can also communicate his message to the masses. Managers can use social
networking sites such as Twitter and Facebook to get connect to the people. For example, Bellagio uses
facebook, twitter, google+ to promote its culture and services.
Websites: One more way by which the manager of hotel can communicate with the customers is by
developing its own website. For example, Holiday Inn has developed its website
“www.holidayinn.com” to connect to the customers. Managers can also communicate through
different blogs (Sekirin, n.d).
Customer Service and Customer’s Perception
Hospitality industry and hotel business in particular, is high dependent on the quality of service offered to its
customers. If a hotel is able to provide superior service quality as compare to its competitors, customers
will prefer to go to that hotel. So providing quality customer services is very important for a hotel. On the
other hand, if a hotel is not able to deliver quality customer services to its customers, customer’s
perception will become negative towards it. So the real strength of the hotel business lies in the way his
services are perceived by the customers. If a customer’s perception is negative towards the hotel then he will
prefer to try the services of another hotel. And other hotel provides him with better services his
perception will become positive for that hotel and his perception will remain negative towards the first
hotel. So it is very important for a hotel to provide best service quality so as customers perception
remains positive for it (Rao, 2011).
The quality of customer service can be measured on the following parameters:
 Empathy
 Responsiveness
 Tangibility
 Assurance
 Reliability

7
So if the customer service quality of hotel is able to stand on all the parameters, it will be able to make
customers perception positive towards it. On the other hand, if hotel is not able to deliver quality service, it
will be difficult for it to stand on all the parameters and thus customer’s perception towards it will become
negative. So, any hotel which is able to identify the needs of its customers and is able to fulfil it, the
customer’s perception becomes positive towards, on the other hand, if the hotel is not able to meet the
customer’s requirement, in that case customers perception will become negative towards it (Rao, 2011).
Customer Requirements and Expectations
To become successful in service industry, it is very important for a business to meet the customer’s
requirements and expectations. As hotel industry also comes under service industry, so it is very important
for a hotel to meet the expectations of all the customers. If it is able to do that, it can attract large number of
customers towards it and will grow. On the other hand, if the hotel is not able to satisfy its customer ’s
needs and requirement, it will lose its potential customers, as well as new customers (Requirement Gathering
Techniques, n.d).
Sources of Information
There are various sources of information available to a business to access information regarding the
requirements and expectations of customers are:
 Customers
 Staff member
 Management
 Customer records
 Customer feedback forms
 Industry Analysts
Customers: The main source of information is the customer itself. Hotel manager can personally ask each
customer about his or her requirements, or whether he or she is satisfied or not with the quality of services
provided by the hotel.
Staff Members: Staff members can also provide lot of information about customer’s requirements and
satisfaction as they are the people who interact with the customers.

8
This is a sample assignment for complete
project contact
Call now: +44 203 3555 345
Email Address: help@assignmentdesk.co.uk

9
Finding from secondary research: In order to find out the quality of customer service, many government
publications and trade journals were used to gather data and it was found out that:
 In order to maintain good image in the eyes of customers, hotel industry has to provide
prompt and quality service to its customers.
 Quality service helps hotel industry to retain its customer and thus business reaps profits from
the existing customer, as it hotel has to invest around five times in attracting new customers as
compared to retain customers.
Here are the suggestions in order to improve the service quality of the hotel industry.
 Electronic equipments must be serviced regularly.
 Training should be provided to the staff members so as to enhance their skill.
 Hotel must hire skilled and experienced staff.
 Proper coordination must be established among various departments.

10
REFERENCES
Courtyard Marriott. 2011. Accessible Customer Service Policy for Courtyard by Marriott
 Hotels, Residence Inn by Marriott and Crowne Plaza Hotels Managed by Concord Hospitality
Enterprises Company. [pdf]. Available through:
http://www.marriott.com/hotelwebsites/us/y/yyzmq/yyzmq_pdf/YYZMQ%20AODAth%20Customer
%20Service%20Policy.pdf> [Accessed on 18 January, 2013].
 Miller, I. n.d. Customer Service Policy – What is it?. [Online] Available through:
http://www.customerservicemanager.com/customer-service-policy.htm
 Rao, K. R. M. 2011. Services Marketing. Noida: Pearson Education India. Techniques. Requirement
Gathering n.d. [Online]
 Available through: <
http://epf.eclipse.org/wikis/openup/core.tech.common.extend_supp/guidances/guidelines/req_gatherin
g_techniques_8CB8E44C.html > [Accessed on 18 January, 2013].

Customer Service in Hospitality Management Assignment Sample

Recomendados

Recomendados

Mais conteúdo relacionado

Último

Último (20)

Destaque

Destaque (20)

Customer Service in Hospitality Management Assignment Sample