Customer Service At The Sheppard And Don Mills Location Essay

because it might be a big wait and they might no be able to stand for

Once the couple started to get settled into their room, a number of different incidents occurred that could of easily been handled with a properly trained staff that executed 5-star customer service. McKenzie asked for a luggage rack, which was promised immediately and never delivered to his room. McKenzie also made several requests that extra pillows be brought to his room, which were promised and were failed to deliver (Kayalar). With key persistence he was later told, “the hotel did not have extra pillows available.” I want to note that the hotel was not at full capacity, so if proper customer service was instilled in the employees a trip to a vacant room for a pillow could have easily solved this request. The couple in turn requested towels to use to bulk up the flat pillows. Thankfully, the towels were delivered, however, the employee did not address their inconvenience and in fact never said a word or had a smile on their face. Customer service is not only providing the material, but it is also having the face of the employee that is representing the company or business to make a good impression on the guest or client. Another issue with the room was the restocking of everyday

One of the biggest problems is due to language barriers. People from different countries might not be able to communicate effectively because they do not speak the same language. If the employees in the hotel industry failed to understand their customers’ meaning, it would cause customer irritation that greatly affects the image of this hotel. Another problem is concerning the cultural barriers. As mentioned above, there are people with various cultures. You need to be careful not to offend them. For example, pork or alcohol is the last thing you would serve a Muslim customer. If you were not familiar with their culture, it would case a serious

This paper examines the problem of slow service at Hotel Escargot and cultural values of service providers in the context of Escargot as a tourist destination and Lodge. The impact of cultural values on perceptions of service quality is evaluated with a focus on the attributes and performance of service providers. The Work Measurement Analysis method is used to identify and group the distinctive customer service values of the hosts with a view to providing an enhanced understanding of tourist-host perceptions of service quality in a Hotel setting. Drawing analysis from the Hotel's daily data and examining Hotel values in tourism settings, the paper proposes some strategic directions for the Hotel managers and marketers.

When establishing target dates, I did not make them realistic. My target dates were too close to each other, which made it hard to stay motivated. There were a few times I felt flustered because

Hospitality can be a wide range of different jobs that can be found in travel, food, entertainment, and lodging. I find hospitality in the entertainment industry to be the most interesting. Depending on what kind of job it is, you can work with artists or actors, front of house or back of house. Everyday will be different. There are so many different routes you can take with hospitality, which is why I am interested in it.

Unfortunately, more often than not, lodging facilities face the precarious situation of trying to appease rebellious customers who are unwilling to accept hotel restrictions (even due to a state wide water shortage) and demand compensation. The term “the customer is always right” is not something that I fully agree with, however, perception is reality, especially in the business world. Back to walking a fine line, if a guest walks away dissatisfied, there may be many long-term consequences. Social media has become a mainstay within today’s society with the public becoming knowledgeable instantaneously. A patron’s poor hospitality experience can and often gets voiced on such websites as Tripadvisor.com, which potentially impacts millions of potential clients.

For the smooth functioning of the housekeeping department, housekeeping staff plays a very crucial role as they are the ones who are face of the hotel for the customers. Housekeeping staff is not only responsible for performing cleaning duties but having proper coordination with the other department such as front office is very important to determine the required timeline the rooms need to be ready for the guests. A good housekeeping staff is who is able to deal with customers’ expectations and at the correct time and maintain high level of customer satisfaction.

Organization – The Regency Grand Hotel Verbal and written complaints from the customers increase rapidly. The prestige of the hotel is replaced by negative feedbacks given by the public. The business is definitely losing money.

Visit our careers page online for more details. Current employment openings: Your Place Hotelier Your Place Hotelier with over 100 years of experience in hospitality and customer service in North America is looking to hire an experienced Front Desk Agent who is ambitious and self-motivated to become a member of our front office team in Toronto. This role includes competitive compensation including base salary plus commissions, car and cell phone expense allowance and approved business expenses. The ideal candidate is university or college educated in either Sales/Hospitality/Marketing Degree/diploma or equivalent, has a proven record of previous employment in customer service positions, has a high goal orientation, is energetic, has excellent interpersonal skills, aligns with our values and delivers on commitments. Experience in the Hospitality industry is an asset. Front Desk Agent: A front desk agent is the starting point and representor of a guest’s process to their stay. Front desk agents gather appropriate information of guests stay duration, assists any issue that may occur within process of reservation confirmation, form of payment, and provides details as to what is nearby in terms of recreation, food and drink. A front desk agent fits into the overall operation of a hotel by connecting the dots to a guests’ inquiry to proper department. They are the preface of a hotel. Responsibilities: Front

Maintenance employees are responsible for the upkeep of hotel facilities and equipment. Duties may include repairing furniture, troubleshooting electronic equipment, grounds keeping and pool maintenance.

Hospitality : Customers who invest time and effort in visiting a business and using its services deserve to be treated as welcome guests

While negative comments can decrease the number of guests visiting an establishment, they can indirectly help in improving hotel’s services and even reputation. This depends on the hotel’s management attitude and approach towards negative comments. Min et al (2014) note that hotels that insert empathy and concern in response to negative comments improved their ratings among existing and potential customer. Concern by a hotel’s management is shown by the time frame used to respond to a negative comment and this can build or break its reputation. The authors further note that the difference between an online complaint and an in-person complaint is the timing, while an in-person is likely to get an immediate response as standard procedure in most hotels, an online review may take a while, hence, making prompt response valuable in improving a guest’s perception of the hotel (Min et al, 2014).

In the past Vikram, the CEO of the East India Hotel (EIH) Luxury Hotel Chain had successfully role-modeled how to use customer feedback to investigate root causes of various types of service delivery issues to consistently improve service quality at the EIH. Once again, he was consulted to lead the Oberoi’s response to recover from yet another service failure experienced at the Oberoi Vanyavilas(OV). Despite an impressive 94% net promoter score, Vanyavilas received a complaint from the dissatisfied guest who was unable to sleep due to the noise created by a train that was located a mile away, resulting into dissatisfied guest terminating their hotel stay and leaving earlier.

Housekeeping Department: This is one of the most important departments in the hotel, simply because once people have checked in, they fully expect and demand a spotless room that smells fresh and has world class amenities. I learned how laundry is done, and shadowed the executive housekeeper to learn about detergents, correct placement of sheets, and