Customer service
Task 2
The general manager was very pleased with our presentation in task 1 regarding customer service policy; our main source was RITZ CALTON HOTEL
We have been through the customer service in:-
1/how the customer service policy requires each member of the staff
2/how the staff can meet customer requirements and expectations
3/ how the staff can communicate effectively with internal and external customer
Finally we have been notified by the manager that the policy needed to be updated, we have made or research for any suggestions that can make the policy more efficient
Our suggestions:-
1/be enthusiastic
2/see the problem to the logical
3/be professional
4/speak slowly to the customers
5/always know your service
6/attend the sales training meeting
7/talk with tour peers
8/talk to department how have assisted you
9/have manuals notes or policy and procedure available
10/create your own data base from your experience
A/CUSTOMERS NEEDS
There are two types of customers in the hotel leisure guest and business either of them in different needs.
Leisure guest at hotels clearly won’t to spend time away from their normal environment the need good accommodations, pleasant staff, a variety of food experience and efficient and effective service.
Business guest wont the hotel provide facilities which make them to do their business, like conference halls, internet and Wi-Fi and other things
B/THE SURVEY
The aim of this questionnaire to ensure that our service meet the customer’s expectations and satisfaction.
1/ Does the hotel has all the necessary resource to produce quality service?
2/The hotel focuses too much on providing quality services?
A/ agree