Assignment Problem: Diploma of Hospitality Management
Part A - Case Study
You have recently been promoted to a position of Customer Service Manager of a Global Hotel Chain. As someone who has worked in the industry for a number of years you know that the attitude of the general public towards your hotel chain is mixed as occupancy levels have been gradually falling over the last year, reviews on Tripadvisor are more negative than positive and other online ratings sites also show a downward trend.
You feel that to improve the company's standing in the industry it is necessary to receive feedback from your customers to see what you do well and what can be improved upon.
1. Devise a questionnaire for your customers that will provide you with information on the satisfaction levels of the hotel and customer service levels.
2. Assume your findings reveal that the overall satisfaction ratings of the hotel and customer service levels are 75%. What will you do to improve these levels for both the hotel and customer service standards?
Base your answers on the following:
- Response times at front desk, for room service and housekeeping calls
- Pricing of the different room categories and the in-house restaurant and room service
- Quality of facilities such as lobby, pool, gym, business centre and hotel rooms and suites
- Complaint management
3. List two factors in both internal and external environments that may impact upon your proposed changes?
Part B - Written Assessment
In Part A you designed a customer survey, and suggested ways of improving customer service within your organisation. Assuming these improvements were not as successful as hoped, research other methods of improving your customer service levels. Base this research on the following 3 concepts:
- Total Quality Service
- Total Quality Management - Quality Assurance
1. Explain how you would employ these methods to improve customer service levels within your hotel, while still adhering to consumer protection laws
2. Create a SMART goal to reduce customer complaints
3. What are the roles of management for quality service provisions?