Customer Service Assignment Example | Topics and Well Written Essays - 1500 words

Customer Service - Assignment Example The needs and requirements of the different types of customers visiting the hotel are as follows: Backpackers and Solo Travellers These travellers spend a lot of time exploring the city alone and prefer convenient amenities and services at affordable prices. They are regarded as one of the most important customers as they are regarded as one of the most important customers, which contribute highly to the hospitality industry (Capozzi, 2013). Couples They form an important part of the hotel industry and have tailor made hotel accommodation like couple and honeymoon suites. These customers also expect special types of discount and incentive packages to be offered to them (Capozzi, 2013). Families Families visiting the hotel have few specific needs, like kid friendly environment, spacious rooms, and discounts. They also require some additional amenities like booster chairs, wide stroller friendly paths and changing station (Capozzi, 2013). Corporate Customers Their requirements are very different from the individuals and services like fast speed internet access, detail to quality of hotel accommodations rooms and services, and various other service offerings (Capozzi, 2013). (b) The reliance on customer service methods like, feedback survey would be significant in improving the hotel structures, procedures and quality, which would be for the betterment of the entire organization (Capozzi, 2013). A customer feedback survey was drafted to understand the customer requirements and is provided in the appendices. (c) Service Current Policy Feed Back Evaluation Method Customer Expectations Travel services Customer is supposed to book the rental car and travel facilities six hours before the required time. It includes travel facilities only to immediate travel locations. The feedback was collected through the customer information filled in the complaint register (Chilisa, 2011). Customers want booking of travel services through telephone and also flexibility of timings. T ourist services As per the current policy only visitors of the hotels are allowed for the service and need to book the tourist service 3 months in advance. The information was collected through the feedback form during their travel visits. Customers are happy with the existing services only the timing factor poses to be a hindrance. Customers want to book the travel prior to one month instead of three months. Pubs, nightclubs and bars. The bars and the nightclubs, pubs are located separately and the timings of these facilities are 10:00 am to night 2:00 pm. The members of the hotel and the visitors are only allowed to visit the hotel. The feedback was collected through the survey conducted by the researcher. Customer wants the extension of timings of the nightclubs, pubs and bars till 3:30 pm. Catering The catering services are offered to corporate and individual customers as per advance booking. The feedback was collected through the survey polls conducted through an opinion form. The catering service needs to be upgraded as per the menu by inclusion of more menus. Membership Clubs The member ship clubs are given on the annually and half yearly basis and discounts, special privileges are provided to customers. No customer survey was conducted, but the opinion of the members was taken into general consideration. None The management has considered various changes in