Customer Service At The Hospitality And Tourism Industry

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

Good staff will leave a great impression towards customer especially in hotel mangement department. Our priority is our customers and meeting up their expectations, desire, other than serve them. Consequently, it creates challenges for our resort in maintaining high levels of service, awareness of customer expectations and improvement in services and facillities. Customer satisfaction is the leading criterion for determining the quality of the product/service that is actually delivered to customers by the accompanying servicing (Vavra, 1997). In a simple word , customer satisfaction is important for corporate survival. It costs about five times as much in time, money and resources to attract a new customer as it does to retain an existing customer (Naumann, 1995). A lot of complaint regarding this matter, as example there is no follow up from customer services and reception. Based on booking.com , agoda.com and tripadvisor.com complaints are mostly about our less skillful staff which slow respond, service, unfriendly and some of the staff does not smile towards the customer. Since there is a lot of our customer came from other country, communication skills become quite a big problem. Accoding to the reviews, they need to explain for few times to get our staff understand and it seems to be kind of bothering and annoying. Some of the review written state our staff as

Jobs in the tourism sector are all different and all of them follow with different duties and responsibilities, in this assignment I will be comparing two different jobs in the tourism sector, I will be focusing on receptionist at a hotel and air cabin crew. To compare these jobs I will be focusing on their duties and responsibilities of both jobs, I will also compare entry requirements for receptionist and cabin crew and also if both jobs could progress what can they promote to and what is the difference and similarities in both.

I would like to let all of my employees know that the ultimate goal of our business is customer satisfaction. The negative feedback in today’s world is more serious because of the social media where huge number of people could read the reviews. Back then, it got spread by word of mouth which didn’t have as huge impact as it can be today. The customer rating for Cancun Mexican Grill is three on Yelp.com. The poor customer service could lead customers to become dissatisfied with our restaurant. They may share their experience to others by writing reviews in a social media site or in person. If we provide great customer service, that will encourage them to write good reviews about our restaurant.

Customer service will take on a whole new meaning and will be thought of as the ‘guest experience.’ Staff will be referred to as team members (TM) and will be not only be trained in teamwork, menu, spirts/cocktails and concept, but in how to connect with their guests to provide, the guest experience, not just a meal.  Subtleties like TM knowing how to converse with guests and connect by asking how their day was…and listening for the answer, or complimenting guests on something they are wearing to interacting with their children. TM will make sure to answer guest questions properly and not say things like, “I don’t know if that’s good or not, because I don’t eat meat, but a lot of people order it.” to something appropriate, such as, “The filet is one of our most popular items and is amazing, however one of my favorites is the spicy tuna on potato

Customer service can help to build positive relationships with customers, increase sales and lead to loyal and returning customer which can have a positive effect on the business and indeed the industry as a whole.

A medium size firm; Flashy Flashers Inc., manufacture an assortment of automotive electrical components and supplies. It produces various auto parts stores who employs approximately 900 employees and 150 managerial and administrative personnel. Johnny Bennett is the founder and president of Flashy Flasher Inc, producing only cable assemblies in his garage that is how he initiated his company. With ambition, commitment and reliability in the quality of the product, Mr. Bennett managed to enlarge his business into a hefty enterprise now supplying over 90 auto parts stores which has been a success for the enterprise.

This report analyses best practices implemented in world’s largest hospitality brands: Ritz-Carlton and Hilton Worldwide and how service excellence is achieved by them. It is divided into two main parts:

Hilton Hotels, one of the biggest worldwide corporations in the hospitality industry, adopted a Customer Really Matter (CRM) strategy to manage its diverse segments of hotels and to improve customer experience. The cornerstone of the CRM, the custom-built OnQ information system, built profiles of the guests, which could be used by the front desk employees and the reservations center to better serve the customers. The OnQ system did improved efficiency of call center operations, but the way of using it also reduced the flexibility of the customer service in the hotels. It could benefit or harm the service-profit chain depending on the specific situation. A few recommendations were made at the end of the case study to improve the system. In general, Hilton should implement big data analytics and give more control to the customers.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Good customer service is all about bringing customers back. Due to intangibility, the customers can’t feel the service, and thus causes lack of confidence of customers to the services. Therefore, the business should ensure that they provide a good, nice, friendly and professional service to the clients. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. The staff must ensure that they consistently do these things:

Service is the most important aspect when it comes to handling a hotel. A hotel’s main objective is to provide the best service and tend to all of the guests’ needs and requirements. If there is no service then there would be no business. When running a business, the costumer is always placed first. Poor services can results in a complaint from a guest. But that complaint can be used to better the business in the future.

Your company revolves in a product market, which means you offer goods or services and have to compete with your competitors for customers. The goods your company offers, motherboards, are popular in the electronics industry. Based on the reputation your company’s products are basically flawless, you already charge a higher price than some of your competitors. Part of what comes with higher priced item, is quality of the item and superior customer service. Based on the size of your company, employees pay is significantly below the market and below your large competitor. We have some recommendations for you in this area, as you have an amazing team, some of which are unhappy with their current pay. After conducting a benchmarking study, our suggestions include a minimal base salary increases for some, and a nominal incentive program for others. Your salary will suffer slightly at first; however, included in this is the creation of a marketing plan to focus on obtaining new clients in new fields, which will increase overall profit for the company. For your employees, they will feel their concerns were addressed, how significant their contributions are to the company and demonstrate how much they are valued by you.

This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that relate to customer complaints in general, complaining as a process, the impact of customer complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest rate of complaints, and handling guest complaints are discussed.