assessment 1 manage customer service
Task 1 Organisational Chart – Hotel
The hotel that I work at is very large and there is a lot of people in the Organisational chart, but not all of them provide customer service. Many of the staff do not interact with the customers, such as the accounting team, engineering team and marketing team. The accounting team only deals with the numbers of the business, engineering fix problems and maintenance. The marketing team look at the hotels performance and identify ways of improving the reputation and image of the company, so they don’t service the customers, but try to attract them.
Customer service is the essence of the hospitality industry. The importance of customer service in hospitality is stressed in professional courses as well as on-the-job training modules since aspiring hoteliers, restaurateurs and others in the industry need to be well aware of its significance and implication for successful business operations.
You may provide the best service, but if you are not fast enough, you may lose an important customer and several other referrals. Always remember if you do not give your customer what he is looking for, he will knock on other doors until someone else will. Learn how to constantly innovate to meet high expectations and provide good service. The customer should be the center of your universe and your services should be designed around him.
The hospitality industry thrives on convenience. If your customer service is missing this essential ingredient, your business won’t last long unless you bring about changes that demonstrate your commitment to customer satisfaction. Remember that the service and hospitality industries were built to offer the basics of convenience to customers. Today, as the industry is expanding and the competition is growing, hotel conglomerates are getting innovative and thinking of means to achieve the highest standards in convenience offerings.
The Hotel has over 50 Rooms and therefore, has to make sure that each customer is happy with their room and experience with the hotel. Many customers stay an average of 3 days, so the number of customers is about 150 each week.
The main customer service staff in the hotel are the:
Front Office Staff – Hotel frost office staff make guests feel welcome, manage room bookings (also known as reservations) and deal with requests that guests make during their stay. Other tasks include:
Uniformed Service – The primary positions within the uniformed service department are:
Room Service – Room service attendants have a variety of responsibilities to ensure each guest has an enjoyable experience in the hotel. These attendants must strive to supply guests with their needs and requests. Depending upon the size of the hotel and versatility of the staff, responsibilities of room service attendants vary. There are many other responsibilities including:
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