ASSIGNMENT OF COMMUNICATION & GUEST SERVICE
SUBMITED BY: - SANAMPREET SINGH BHINDER
SUBMITED TO: - MR. A. LUTHAR
Abstract
The Intention of this study is to know the factors that may benefit property by analysing the complaint it receives. There are several ways which may advantage the Hotel by examining the objection it receives.
Keywords: - factors that may benefit property by analysing the complaint receives
HOW MAY A PROPERTY BENEFIT FROM ANALYSING THE COMPLAINT IT RECIEVES?
Introduction
A Hotel can be specified as a corporation that provides living quarters to travellers and holiday makers on a paid basis. These agencies provide comfort of life on a short basis which differs by the amount of money spent by visitor for service that starts from basic services to additional luxuries facilities and services. Factors that may profit property by inspecting the complaints it collects Every complaint that a Hotel receives is a problem which creates fear and embarrassment whereas on the flip side it is golden opportunity to upgrade your services and benefit a Hotel. The four major kinds of customer complaints are mechanical, attitudinal, service-related and unusual complaints. Every complaint must be listened properly and deeply and solved as soon as possible. It is very important to understand that what is reason behind their complaints as they result in loss of revenue and downfall of image of the property which is the most important motive of a Hotel in this modern world . Even the research has shown that guests nowadays are more looking towards the quality of services instead of fast services to provided . 90% of the customers do not come back when occur with a problem at hotel (according to American society for quality , Vancouver section 0408). This is the main reason behind the loss of revenue. However, guests have their own perceptions regarding the facilities and services to them by the Hotel which are different from other hotels so that customers may choose this hotel whenever they think of visiting nearby. To examplify :- I have visited a hotel “Hyatt Regency” with my family members and relatives . I heard from my friends that the Indian cuisine delivered the Hyatt Regency is is far good as compared to other hotel all over the city . But, i found that lots of problems regarding their delivery …show more content…
They will offer the good customer service to the clients so that they can make them as their regular customer.
To examplify :-
One of my friend visits a coffee shop regularly. A person like who are regularly having coffee from the same shop are asset for the Hotel which is a kind of guaranteed payment to add up in the revenue .This is to ensure that a client must not face any type of problem or find a fault in the coffee and even his comments are of great value for the coffee shop.
Short debate of elements :-
It is necessary for a property to consider a complaint as a opportunity rather than problem and manage complaint handling as a process. Little complaints does not matters but even a little complaint may effect a regular customer (an asset for the company) if he/she faces it for the second time. It is for sure that there are more chances that a customer likes will not return and look for another hotel which may satisfy his needs more than the previous
SUBMITED BY: - SANAMPREET SINGH BHINDER
SUBMITED TO: - MR. A. LUTHAR
Abstract
The Intention of this study is to know the factors that may benefit property by analysing the complaint it receives. There are several ways which may advantage the Hotel by examining the objection it receives.
Keywords: - factors that may benefit property by analysing the complaint receives
HOW MAY A PROPERTY BENEFIT FROM ANALYSING THE COMPLAINT IT RECIEVES?
Introduction
A Hotel can be specified as a corporation that provides living quarters to travellers and holiday makers on a paid basis. These agencies provide comfort of life on a short basis which differs by the amount of money spent by visitor for service that starts from basic services to additional luxuries facilities and services. Factors that may profit property by inspecting the complaints it collects Every complaint that a Hotel receives is a problem which creates fear and embarrassment whereas on the flip side it is golden opportunity to upgrade your services and benefit a Hotel. The four major kinds of customer complaints are mechanical, attitudinal, service-related and unusual complaints. Every complaint must be listened properly and deeply and solved as soon as possible. It is very important to understand that what is reason behind their complaints as they result in loss of revenue and downfall of image of the property which is the most important motive of a Hotel in this modern world . Even the research has shown that guests nowadays are more looking towards the quality of services instead of fast services to provided . 90% of the customers do not come back when occur with a problem at hotel (according to American society for quality , Vancouver section 0408). This is the main reason behind the loss of revenue. However, guests have their own perceptions regarding the facilities and services to them by the Hotel which are different from other hotels so that customers may choose this hotel whenever they think of visiting nearby. To examplify :- I have visited a hotel “Hyatt Regency” with my family members and relatives . I heard from my friends that the Indian cuisine delivered the Hyatt Regency is is far good as compared to other hotel all over the city . But, i found that lots of problems regarding their delivery …show more content…
They will offer the good customer service to the clients so that they can make them as their regular customer.
To examplify :-
One of my friend visits a coffee shop regularly. A person like who are regularly having coffee from the same shop are asset for the Hotel which is a kind of guaranteed payment to add up in the revenue .This is to ensure that a client must not face any type of problem or find a fault in the coffee and even his comments are of great value for the coffee shop.
Short debate of elements :-
It is necessary for a property to consider a complaint as a opportunity rather than problem and manage complaint handling as a process. Little complaints does not matters but even a little complaint may effect a regular customer (an asset for the company) if he/she faces it for the second time. It is for sure that there are more chances that a customer likes will not return and look for another hotel which may satisfy his needs more than the previous