Importance Of Customer Service And Quality Control Tourism Essay

Customer service and quality control is the most important part for the hotel business industry. The value of excellence in customer service will be acknowledge by this hotel. This hotel’s management will be introducing quality in customer service. The proposed hotel concept will definitely meet the customer satisfaction and will have satisfied customer.

To ensure and keep the quality expected by now days customer, there is two aspects of quality in general with particular attention, design quality and the quality of conformity with design. The design quality is a concept implying the presentation of service directed to the needs of customer and hotel can satisfy customer’s demands. Our hotel will do market research in order to determine who their customers, and which of their demands require special attention.

The quality of conformity with the design completes the first aspect because it represents the level to which service meets the demands of the market. The quality represents the satisfaction of the customer’s needs and in order to achieve it and keep it in time, we not only need a continuous research into the demands of the customer’s but also of our own capabilities. Such an approach would ensure the pursuing of constant improvements according to the demands of customer.

Service concept

This hotel will apply different method to improve their customer service . The delivery of service in this Hotel is dynamic and interactive in process based on the customers’ perspectives that is much more than trade of payment for a specific service. These features of this Hotel services are heterogeneity, perishabilty and simultaneity that always demand customers to be involved actively in supporting this established service value, through getting their own food in the buffet are, collaboratively working with the service staff and cooperating with the hotel management. There had been a volume of strategies applied by the hotel in order to evaluate the feedbacks of the customers about the service quality. From the implementation of information technology, market researches and some global businesses that puts excellent quality into customer service in order to achieve positive results (Ford et al, 1998).

This Hotel will be aspiring to add its values to make the hotel a great place to relax and do business. The hotel’s core value is “We achieve, cope, and exceed our consumers’ expectations”. We will have the commitment for excellence and will provide the highest standards of fairness and integrity. We value the ideas, culture and diversity of people (BHA, 2002). While the advantages of the customer service quality have been recognized already, it is valuable to focus on the customer service quality which is dependent on the seminars, quality of trainings of a firm that experiences on the stages of exerted collaborative efforts. We respect the value and dignity of our customers as we develop our communities through motivating innovation, change and accountability. As we search for growth and knowledge by training.

Guest Satisfaction

Satisfaction of a customer is a business philosophy which tends to the creation of value for customers and demonstrating ability and responsibility to satisfy their needs. Quality of service and customer satisfaction are critical factors for success of any business (Gronoos, 1990; Parasuraman et al., 1988). As Valdani (2009) points out: enterprises exist because they have a customer to serve. The key to achieve sustainable advantage lies in delivering high quality service that results in satisfied customers (Shemwellet al, 1998). Quality of service and satisfaction of a customer are key factors to obtain competitive advantage and keep good relationship with customer.

For management team of a hotel Nowadays one of the biggest challenges in the hotel industry is to provide and support customer satisfaction. Quality products and service is main requirements for customer in the hotel industry. The starting point of business is customer satisfaction. customer’s higher commitment and increase their return rate depends in positive relationships with the customer. Long-term and reciprocally advantageous relationships between customers and the hotel is becoming progressively important because of the highly positive correlation between guests’ overall satisfaction levels and the probability of their return to the same hotel (Choi & Chu, 2001).

management thinks that the hotel’s employee relations are good they will deliver satisfactory service to the guests. Hotel is dedicated to organize the pace for the hotel industry, increasing the bar on how it develops. Established according to diversity, the firm states that is the core values of the company in order to make an environment to make customers happy. It blends and mines the skills of its staff all over the world and takes care of their hotel guests. It is a commitment that starts at the top management, but also contributes to the tasks of each staff

Our staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, it is addressed with the utmost of haste. If your complaint remains unresolved or you leave disappointed, any one of our staff can invoke the 100% Guest Satisfaction Guarantee. This means that you will not have to pay for your room or the service in question.

Our staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, our customer service team will handle the complaint as soon as possible. If customer’s complaint remains unresolved or customer leave disappointed, any of our staff can solve the problem ,This means that you will not have to pay for your room or the service .To keep you coming back time and again, we strive to provide an exceptional service level at all times. This is our promise to you… or your money back.

Location

The hotel will be located in heart of Birmingham where the close attractions include Bullring shopping centre, Birmingham royal ballet, Alexandra Theatre, Sea life centre and international convention centre. Main reason for booking a hotel room in a culturally established in western country and any hotel located to numerous sightseeing places and attractive visiting sites is a fast-look(Nadeau and Ryan, 2010, p-444). The guest can make the most out of their day, in this Hotel in Birmingham. The guest can go back to the hotel after spending the entire day with colleagues, family and friends, have a slumber party, have fun the comfortable amenities of the hotel. The basic hotel feature will be the city centre location that will be nearby Bull Ring wonderfully located hotel in the second largest city of England in Birmingham.. The hotel location will be very convenient for all the guests and visitors due to the short walking distance towards various attractive locations including the National Sea Life Centre, National Indoor Arena, Colmorow Business District and International Convention Centre. Other entertainment, shopping and dining venues will also be closely available such as the Mailbox and Bullring. Additionally, the hotel location will also be convenient for traveling due to Birmingham International Airport around twenty minutes drive and Train Station that are closest to hotel with five-minute walk.

Front office

The guest services and front office are the most important part of a Hotel. As the representatives for the service keepers and experience if the main keys to their guest drivers satisfaction, these two departments are crucial to the continual efficiency of the brands, company and hotels in general. The guest services and front office provide the consistent guest relation, with the most miscellaneous operating experience in this Hotel in Birmingham.

The guest service and front office are related avidly to service quality and the much information that establish comforting and warm memories to the entire visit of the guests. They make sure that their guests are comfortable while far from home; even if they are there for leisure, travel of business (Hannan and Freeman, 2000).

The Front Office Department will have:

Reception

Guest Service Offices

Bell Services

Reservation

Operators

Executive Club

Health and Recreation Centre and Business Centre.

Our hotel will provide guest assistance with luggage, transportation etc.The reason of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay.

Staff of the Front Office Department often provides the first and last impression of the hotel to our guests. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service.

Manager of the front office who will come under the direct supervision of the Director of Rooms and supervises the Front Office Department. Hospitality, warm welcome is very essential. Management team in front office will provide first and last impression. They will try to have longest contact with guest, Long term service, recognition of repeat guests, remember names, guest histories. Staff will be trained how to upselling or suggestive sell to a customer(eg. Suggest deluxe or suites).

Housekeeping concept in hotel

This hotel will be experiencing in housekeeping operation in the hospitality industry and effectively managing the housekeeping function and staff. The management team of the hotel will develop procedures, service standards and operational policies, planning and implementing effective control. Excellent relationship building and vendor negotiation skills and will provide soft skills training for all levels of manpower and managing large teams and motivate the team members which will meet the customer satisfaction. Core member of the team will involve in the planning and setting up of housekeeping department at this five star hotel and spa and relationship with team members to create a harmonized work environment and eye for detail combined with skills to plan and implement novel ideas that increases customer satisfaction.

Most of the hotel have this problem, Pillow Cases Off, She et Off Bed or dirty, Lift Mattress Foot, Lift Mattress Head, unclean toilet , tiles, not been vacuum, unclean carpet, unclean bath,sower , not stoked up, unclean curtain etc.

In our hotel in Birmingham we will make sure all the staff been trained properly about hospitality , service, deal with complains, customer needs and the above issue, we will try our best not to happen the above issue in our hotel

Bedroom concept

As a five star hotel will have luxury bedrooms and bedroom service. Normally hotel rooms are divided into six types: one bed room, two double bed room, two bed executive room, king bed room, king bed executive room, and suite in order to meet customers’ satisfaction this hotel will have 28m by 2 spacious rooms that features the signature of their brand’s with the ceiling is about three meters highs, ultra comfortable bed and oversized pillows as well as the roomy bath amenities and walk-in showers made by Bliss Spa. Each room is equipped with supplementary wifi Internet and a plug and play connectivity, which links most computer devices to the 42 inches LCD TV, turning the guest room into a high technology office as well as entertainment room.

Quality Control

Quality control is the case of failure of many hospitality organization. Quality control is relatively easy to manage. In our hotel we will make sure quality is gone be on top of the range. the importance of the effective management of the delivery of quality service is becoming more evident throughout all aspects of the service sector and especially in the hospitality industry.

The quality of service in hotel industry is an important factor of successful business. Existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies.

Similarly, the Ritz-Carlton hotel company, the recognized leader of the quality movement in the hotel industry, employs “gold standards”(their credo, motto, and basics) to communicate their commitment to quality service.

Express Laundry

Most probably in our hotel average guests stays at a hotel around two days, which makes getting laundry done a complicated matter. But our hotel will have Express Laundry. All shirts, blouses, socks, underwear, pants and other pieces of clothing, handed in before 8 p.m. will be returned fresh and clean that same evening.

Check in and checkout

This hotel will have a excellent check in system in place for the guest. The front office receptionist answer telephone and make reservation for the guest and will check the internet about reservation information . They also take messages and distribute mail both to guests and employees of the hotel. There is a special discount for the online customer so we encouraged our customer to book online.

We will have a system to check out guest without causing any problem. Checkout procedures are essential for maintaining and growing our customer base that as the final impression that our customer will have of our hotel. We will ensure that our front office staff makes the most of this opportunity by developing a checklist for your checkout. This is one of way to meet customer’s satisfaction, keep customer’s loyalty.

In our hotel there will a express check in and checkout system, so customer don’t have to wait for check in or checkout in the front counter. Even with our improved departure process with Satellite Reception desks, some guests cannot spare the time to check-out in the morning. For our guests in a rush we offer Express Check-Out to save valuable time and ensure an efficient and accurate check-out, by offering the options of sending invoice by email, mail or a quick pick-up at the reception desk

Bar service

We will have bar area for the customer and there will be a restaurant in the same floor with open kitchen so customer can see directly how we take care of our customers food. We will have a live music show for our customer in every weekend and drinks for our customers and also open to public. We will have A large screen led TV on the other side of lobby. Sometimes, customers can watch football match whilst enjoying meal.

High speed internet access

This hotel will be providing high speed internet connection and hotel will have this following facilities:

     â-ª High-Speed Internet connection in the entire building including the common areas.

     â-ª Automatically assigns IP address via DHCP (Dynamically Host Control Protocol).

     â-ª Always-on Internet – no dialup just plug in and start to browse.

     â-ª Each room is on its own Virtual Local Area Network (VLAN) connection thus protecting your data from other users.

     â-ª Public internet protocol address assignment for VPN access.

     â-ª Firewall protection.

     â-ª 24 hour support service for technical assistance.

     â-ª No additional software required to connect.

Conclusion

As the customer service quality is affected by different elements such as hotel management and staffs , in the case of this Hotel, it will be obvious that solely the training is not enough for excellent service quality (Ford et al, 1998). . The dedication to adaptability and leadership of the management on change are also valuable to service quality

The possibility and feasibility of establishment of a new contemporary hotel in Birmingham will be successful. This new concept of the hotel is designed and planned with the new planning and designing in order to make the guests’ stay very comfortable with confidante and with satisfaction. This hotel in Birmingham Will be giving sufficient power to effectively contribute customer satisfaction.