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Essay / Research Paper Abstract
This 5 page paper considers potential problems with customer service in a hotel. The first part of the paper gives 7 examples of bad service, the second part of the paper then considers how the a hotel that has many complaints may improve customer services. The bibliography cites 5 sources.
Page Count:
5 pages (~225 words per page)
File: TS14_TEcusser.rtf
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Unformatted sample text from the term paper:
the staff. Many hotel chains have found that the employee attitudes towards staff are not only valuable in creating and retaining customer loyalty (Tsai et al, 2002), but may also
be seen as a source of competitive advantage (Roth et al, 1994). In the case supplied by the student with a number of complaints, we will assume that these are
all genuine and require investigation. In an environment where there is face to face contact and services of paramount importance there are a range of situations or behaviours that
could lead to a compliant, These may emanate from any area of the hotel where there is interaction between customers and employees. The first stage is to consider what
complaints may be seen in a hotel environment. The case study asks us to identify seven which may be seen. 1. The customer enters the hotel, the first contact may
be that with the reception staff who book them into their rooms. Reception staff should be courteous; however, this is not always that case. Where employees are trying to deal
with a busy situation they may be short with the guests and not listen to what is being aid. We may have a guest that is tired, wants to book
in, the reception em,ployees are talking to each other and slow to respond and then when the guest asks them to make sure he has a non smoking room, or
room with other facilities. If the guest finds that this was not adhered to without any explanation or apology reason given why the request was not complied with. This leaves
the customer frustrated and feeling as if they have not been listened to. 2. Room service also has direct contact with the guests, if a gust calls for room service and
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