CUSTOMER SERVICE

Customer Service

[Name of the Institute]

Abstract

The UK hospitality industry has several players competing on the basis of their services. The hotel management has to make sure that they develop policies and strategies that can attract customers. The aim of the hotel management is to analyze the needs of customers and provide them with services accordingly. They have to implement policies that can help the staff in catering the needs of customers. This report focuses on the hotel management and its responsibilities. It analyzes the standard customer service policies and its implementation in hotels. It also evaluates the source of information on customer needs and requirements and how the management can bring potential changes in their organization.

Abstract2

Introduction4

Discussion4

1.1Standard Customer Service Policy4

1.2Assisting Future Staff Training and Development6

3.1 Source of Information on Customer Requirements7

3.2 Potential Improvements8

Conclusion and Recommendations8

References10

Customer Service

Introduction

The hospitality industry includes hotels, resorts, and residence clubs which provides customers with comfort, entertainment, satisfaction and fulfills their need by refreshing them. Every organization dealing in the hospitality industry is customer-oriented and believes in satisfying the needs of customers by providing them valuable services. The management of the hospitality industry should focus on developing standard customer service policies. This will help them in catering their customers with valuable services. The standard policies will help the employees in providing standard services to their clients and customers (Curson, 2004).

This report will focus on developing standard customer service policies by analyzing and evaluating the needs of customers. There are various sources of information on customer requirements, and it is significant that the management selects the most appropriate source. This will help them in bringing valuable changes in their services so as to satisfy their customers in a better way (Kasim, 2008).

Discussion

Standard Customer Service Policy

In the hospitality industry, the organizations are committed towards reducing and eliminating the barriers and improving accessibility for their customers. The customer service policies play an important role in the hospitality industry and organizations. Being a manager, I will develop the following standard customer service policies:

Services will be provided in a respectable manner, without discriminating between the customers on any basis.

The people with disabilities will be treated equally and will be provided with extra care services. The staff will make sure to respect their dignity and avoid hurting their feelings.

The people with disabilities can take advantage of guide dogs, assistive devices and support people. The assistive devices include anti-slip rubber mats, wheelchairs, raised toilet seat, bed shakers and door knockers (Chathoth & Olsen, 2002, pp. 6-30).

In case, the hotel management is unable to provide necessary facilities to their clients they will apologize and inform their customers beforehand.

All the customers are valuable and fulfilling their needs and desires will be the responsibility of the hotel management and staff.

If any customer has any queries or complaints, they can feel free to contact the management. The customer service officers will respond immediately to their queries and complaints (Chathoth & Olsen, 2002, pp. 6-30).

The feedback from customers is valuable, and it will help in ...