Customer Service

Customer Service

Customer Service

Task 1

Acceptable Standards for Customer Service Policy

The prime factor that makes any customer service policy in the hospitality industry strong is the treatment extended by the staff of the hotel or organization operating in the field of hospitality industry, towards their patrons. A five star hotel with AA ranking and recognition is expected to deliver highest levels of customer service in all their areas, for the consequence could involve lowered ranking which in turn could impact cash flow significantly (AA Hotel Services, n.d.). Thus sound customer service is paramount to a five star hotel in order for them to maintain their standards and continue appealing to their target market.

Contemplating on the aligned customer service standards and policies, prime factor is the staffing level that has to be excellent since when there is no shortage of staff; customers are looked after appropriately in the best possible way. Well-structured teams could be formed in this manner exhibiting increased dedication to their customers and their needs. Management levels have to be defined in detail so that proper check and balance system could be implemented thereby ensuring against the need for any customer to file complaint and in doing so, ensuring against customer dissatisfaction and dissonance. Proactive customer service and customer care is also the forte of excellent staffing level and this is one of the major elements that appeals to customers (Gržinic, 2007). Before customer could ask for anything for instance water, it is imperative to be delivered to them indicating on the use of effective and proactive customer service. Proactive services do not remain to the restaurants or the dining area rather it is effectively deployed in bar rooms, breakfast and lounges as well. It could also be deployed at hotel rooms however in this case special care is required to be taken as this could prove to be disturbing for customers transforming their experience into dissatisfaction to some extent.

Cleanliness and maintenance also comes under the notion of customer service and it is the obligation of hotels and restaurants to ensure cleanliness not only in the public areas as dining rooms and lobbies but also in private areas washroom, bathrooms and so forth including all the areas of operations as it substantially impact customer satisfaction levels. Five star quality in all the areas in terms of cleanliness and maintenance is required. Maintenance is to be done in a timely manner so as to ensure against customers inconvenience and dissatisfaction. Quality hospitality has to be ensured welcoming all the customers through placing trained guards and representatives on the gate of the hotel and appropriate staffing level will ensure effective delivery of hospitality services (George and Weimerskirch, 1994). The hotel will remain open seven days a week to cater to the needs of the customers indefinitely with the quality of the services and standards remaining the same as rest of the week.

Enhanced customer service which includes additional components of the customer service is of immense importance in the field ...