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Hotel Management: Develop and Manage Quality Customer Service Practices - Case Study Assignment Help
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Internal Code: 1IECC
(Nemoto and Beglar, 2014)
(Lau et al., 2017).
Case Study Assignment
INTRODUCTION
Customers play an important role in the hotels. It is important to ensure that the requirements of the customers are fulfilled. It must be ensured that the customer service policies have been established by the hotel (Batt, 2002). It is very important that all the policies are known to the staff members, for which communication is very important. Solutions are being developed to enhance customer satisfaction by solving customer issues in a timely and effective manner. Organizations focuses on customer service practices are also analysed.RESEARCH FINDINGS OF CURRENT LEGISLATION
The current legislations with regards to the customer service provision are:- The Australian Consumer Laws, which is a uniform legislation for protection of the consumers.
- The State Consumer Legislation which covers various trade practices within State boundaries, providing reliable information to consumers, safety standards for various products, consumer protection acts and credit and payment schedules and conditions.
- The Trade Practices Act which includes legislations related to the trade and business relations, misleading advertisements, product and services information and creating restrictive trade practices
SURVEY TOOL WITH QUESTIONS TO FIND OUT ISSUES IN SCENARIO
| Questions | Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree |
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PLAN TO ADDRESS INTERNAL ISSUES AND CONCERN OF STAFF
PROCEDURE TO COMMUNICATE POLICIES AND PROCEDURES TO STAFF
The policies and procedures must be communicated by using multiple methods to ensure that it reaches all its intended audiences. The best time for communicating the policies and procedures to employees is during employee orientation. The employee should me made clear about the values, processes and vision of the organization. The rules and regulations must also be posted in the common area where the information is assessable to all the employees. The only cons of posting the policies on bulletin board is that one cannot be assured of whether all the employees have read them. A handbook comprising of all the rules and policies of the organization can also be delivered as a hard copy or sent via an e-mail to all the employees of the organization. During the training sessions, the policies must be duly discussed with the employees. For this, training sessions can also be held to ensure that all the employees at the top management are aware of the policies and procedures of the organization.MONITORING PLAN OF CUSTOMER SERVICE IN THE WORKPLACE
In the hotel industry, it is of vital importance to establish a monitoring plan for ensuring customer service at the workplace. This would help in ensuring customer loyalty. The monitoring plan is as follows:STAFF TRAINING PLAN TO ENHANCE CUSTOMER SERVICE
It is very important to train the employees of the organization for enhancing the customer service. As a foremost step, the success and challenges must be analyzed for delivering the customer service. The customer satisfaction can be analyzed using surveys and customer complaints. Focus should be made on the attitude, skills and behaviors of the customer service within the training. This will enable the staff to highlight issues which prevent good customer service and make suggested improvements (Sloman, 2017). The customer service standards must be reviewed, with an objective of embedding them during the training and at team briefings. This will help in enhancing the staff commitment for delivering excellent customer service. The staff must be involved in the ongoing development of the training. The feedback on their ideas and suggestions on improving customer service must be ensured. Rewarding of good service through performance reviews should be done. The outcomes of the training program must be measured and the success of the training must be celebrated for ensuring learning in the future training for all employees.METHOD OF HOW YOU ARE GOING TO SEEK FEEDBACK FROM STAFF AND CUSTOMERS
Collecting feedback from customers and staff is very important to ensure the success of the organization. The best way to obtain feedback is to conduct customer feedback surveys. The surveys must have questions which fulfill the end goal, the rating scales must be made consistent and the leading and loaded questions must be avoided. Email is also an important method used for gathering feedback. The major points to consider are assuring a speedy response from customers and staff, creating an organized customer feedback system and sending candid follow-up emails (Sheard et al., 2017). Other methods such as social media, on-site activity and comment boxes can also be used.SOLUTIONS TO TYPICAL SYSTEMETIC CUSTOMER SERVICE PROBLEMS
The major problem related to the customer service is that the hotels take a long time for solving the problems of the customers. This majorly happens due to lack of communication in the organization. The problems also arise because the customer services are being transferred from one executive or manager to another (Senvar, 2017). Also, the customers of the hotel face issues when the management promises to serve the customers with certain services but is not able to provide with the same. The solutions to these problems can be provided in a proactive manner that is trying to help them in other way. When the customer feels that the management is trying to help them, their opinion about the services of the hotel might change to positive. Also, all the policies of the organization must be made clear in prior to all the customers visiting the hotel.THREE CUSTOMER SERVICE POLICIES FOR THREE DIFFERENT AREAS OF BUSINESS
| Customer Service Policies | Importance to the Customers |
| Quick and Fast | To the business clients express check-in and check-out facilities must be provided. Also options for early services must be provided. |
| Homely feel for customers | The guests must be asked for their preferences of services. Choice of different customers varies depending on their purpose of visit. |
| Feel like a King | The hotel should maintain the details of the customers and on their special days surprise arrangements can made by the hotel. This gives a special feeling to the guest. |