Assesment 1-BSBCUS501C Manage quality customer services_revise1

Name :WutthichaiYawut

Student ID : 13394

Class : MD3

Course Enrolled : Manage quality customer Service

Assessment : 1

Task 1

Business : Absolute Hotel.“Take care of associates and they will take care of the customers.”This is our founder’s philosophy and it has made “absolute hotel ” a great place to work for more than 85 years. Our people first culture has consistently earned us awards and recognition around the globe. Giving associates opportunities to grow and succeed is part of the company’s DNA.Organizational chart of Absolute Hotel .

Customer service.

Customer service staff, answer telephone calls from guests seeking to make or cancel hotel reservations. They greet arriving guests, assign rooms, issue keys and ascertain guest payment and billing information. Agents answer guest requests for assistance and coordinate with housekeeping, bell service staff and management to fulfil guest requests. They provide guests with access to hotel services, forward in-room meal requests and ensure that mail, faxes and packages are delivered in a timely manner. Customer service also deal with irate guests and find ways to resolve issues to the guest’s satisfaction. They may also serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations and providing other information about the locale.All staff make sure they provide quality customer service by following policy and procedures of the Organisation and mangers make sure they provide right training to staff about customer service and also monitor performance regarding customer service management. Mangers are also responsible to conduct customer survey to find out what customers are happy with or not.

Task 2

As new hotel business practices are evolving as fast as our technologies, re-assistance to change has become a primary cause of business failure. The future success of a hotel will be driven in large part by the ability to foresee and capitalize on change. As we go through global transitions, the successful hotel will examine the key factors that will not only de-fine success but also the ability to survive in coming years. These key organizational trends must be acknowledged by the successful hotelorganization: visionary leadership, globalization, diversity, flexibility, flat structure, customer focus, zero defects, network orientation, and being in the information fast lane.

Mission Statement

• To be and be seen to be, the best bed and breakfast at absolute hotel has to offer.

• To offer Absolute hotel holiday base that is informative, relaxing, friendly and memorable.

• To assist our valued guests with airport transfers, tour bookings and local information.

• To ensure our guests have the most comfortable accommodation possible.and Safety and security at absolute hotel.

We hope we going to be four star hotel within two years form our vision.

We ......

• To be and be seen to be, the best bed and breakfast at absolute hotel has to offer.

• To offer Absolute hotel holiday base that is informative, relaxing, friendly and memorable.

• To assist our valued guests with airport transfers, tour bookings and local information.

• To ensure our guests have the most comfortable accommodation possible.and Safety and security at absolute hotel.

We hope we going to be four star hotel within two years form our vision.

We will achieve our Vision by

Impress our guests by providing service that meets and strives to exceed their expectations.All guests are important to us and our goal is to provide them with consistent, excellent service that makes them want to return to our hotels. Greeting our guests with warmth, anticipating their needs, and treating them with kindness, enthusiasm, and generosity tells them we care. Every one of us is responsible for providing excellent service.

Act with integrity.Taking personal responsibility for our actions is the cornerstone to how we perform in our jobs and our daily lives. In acting with integrity, we must make a personal pledge to treat everyone with respect, honor our commitments and keep our word, trust others and be trustworthy, and strive for fairness in all of our decisions and actions.

Promote pride, enthusiasm and team spirit within our organization.We take pride in everything we do. Working as a team, we build trust, support one another, and recognize and reward each other’s accomplishments. The enthusiasm we share with our team fuels our spirit and pride. We strive for a common goal — the vision and mission of the company.

Encourage and reward innovation, creativity and risk taking. Everyone has the ability to think.By challenging ourselves to think creatively and celebrating risk taking, we can impact our jobs, fellow associates, guests and profits! Encouraging others to share their ideas and take risks to do things differently is an important part of this value. We know that by taking risks, mistakes will happen and that’s okay … as long as we learn from them. It’s all a part of innovation.

Contribute to and support individuals’ personal and professional growth.We promote an environment for ourselves and our fellow associates where learning something new every day is encouraged, like reading a book, participating in company training programs, taking classes outside of work, or spending time with another department. In order to impact the learning environment we must take responsibility for our individual growth.

Strive to continuously improve the way we operate our business.We constantly look at improving the things we do to enhance teamwork, guest service, quality and profitability while reducing costs and eliminating waste. We encourage all associates to look for better, faster and smarter ways to run our business so that we can be a more effective, more profitable company.

Uphold quality standards in maintaining our hotels.Attention to quality enables us to maintain our hotels so that they are neat, clean and attractive for our guests. Maintaining the furnishings, equipment, building and parking lot helps to preserve owner investments and satisfaction, ensures a safe and secure environment for both associates and guests, while also meeting industry quality standards.