Improve Customer Service In Hospitality Industry Tourism Essay

Improve Customer Service In cordial reception Industry Tourism EssayThe main purpose of this propound is to explore the worrys in client serve of hotel and promote substantive recommendations to solve the problems. The report comprises the special rendering of servicing, analyses of problems and methods of solving the problems. In order to improve those weaknesses of guest helping, this report also identifies almost detailed strategies.2.0 IntroductionAlong with rapid economic development, competition in hospitality industry is becoming much than than(prenominal) intense, and the customer service is becoming an important means of improving efficiency, construction brand and expanding sales. The level of customer service leave largely receive the outcome of competition. Guests check a hotel, buying not only the facilities, and guests bugger off a dinner at the hotel, purchase is not limited to meals, more importantly, they want to receive high- persona and thought ful service. Therefore, the hotels mission is to provide whole step go for guests and to meet the quests of guests. It is common pursue of hotel manager that how to improve customer service quality and raise the hotel in a dominant put down in the fierce market.3.0 Customer service definitionServices peck be defined as the sum of behavior effectiveness that hotel cater devoted their emotions to pains with the basis of certain equipment and facilities and with the target of customers needs (Gavin B. and Gillian M., 2002). We endure institute a figure to explain the word service. puzzle out 1As the figure 1 said that customer service chair eight means smile, excellence, ready, viewing, inviting, creating, eye and giving (Joost P. M. Wouters, 2004). In fact, these are some of the dictionary explanation about service. It enables services definition more specific, more operating theateral. It is a circle surrounding the center of hotel, and this circle form the definition of service.4.0 Improving service quality is the survival basis for hotelModern customer needs are diversified and personalized, and their requirements are also getting high and higher. It requires the hotel starting from the customer needs and continuously improves service quality (Omar M. and Simon J. 2006). essentially speaking, quality of service is the basis for survival and development of hotel. Competition among hotels, in essence, is the service quality competition. The reasons are as below 1. Customers are sharp to quality of service 2. Customer satisfaction are positively relate to service quality.5.0 Customer service qualitys problems analysis5.1 Level of service quality is lowMany hotel mental faculty lack of initiative. Smile service rout out not be carried out and lack of basic manners etiquette (Allan Yen-Lun Su, 2004), and the staff can not operate advanced equipments. Although the situation has been improved in recent years, it still does not meet customer satisfa ction rattling strong.5.2 Lack of inter-departmental services co-ordinationHotel customer service products have the property of combine and which is provided by different departments and staff. Hotel service quality is good or gravely that depends on the degree of cooperation and coordination between different departments and staff. Many managers are more concerned with the performance of their departments, rather than the co-operation with other departments, the corresponding barrier will eventually rush the guests to fling to rival.5.3 Service Quality Management is incompetentHotel service quality products are not only the physical products, save also the intangible service. Intangible services principal is human-that is hotel staff Marianna Sigala, 2005). adjust and controlling the conduct of staff is the fundamental way to improve the quality of services.6.0 The implement measures to improve the quality of hotel customer service6.1 Build accept system of customer servic e level of hospitality industryFigure 2 (FL=foreign language aptitude OM=operation manage skillIK=information knowledge EK=etiquette knowledge)From the survey results, it is a must that build up the operation manage skill of high-star hotel staff, foreign language communication skills, as well as the growing populary information systems trouble knowledge and so on. Hotel should build the certification system of hotel industry staff training that implement a voluntary system of taking examination to post. Through scientific training, dish out new employees master certain amount of hotel industry business knowledge.6.2 Hotel managers should strengthen awareness service qualityThe quality of customer service the centeral cash in ones chips in hotel daily management, thus all staff should have a sense of quality and managers must tack together the concept of service quality. all managers taken root deeply in the concept of customer service quality can he regard quality as the life blood of enterprises, and happen upon staff recognize the importance of customer service quality (Ling-Feng Hsieh and Li-Hung Lin, 2008).6.3 form perfact service quality management systemEstablish the organization of customer service quality management. Hotel should set up specialized organization of customer service quality management as ensuranment of service quality system. Specifically, it is that establish comprehensive, scientific and rational, and controlled service control system, and bring the hotel quality activities into a incorporate quality management system through a certain rules, methods and procedures. string out quality standards and quality objectives. Hotel should make specific standards to daily management of each service item and service sectors, and make work norms and procedures to make employee have the rule to comply with. Hotel can accurately record service process of different positions and sectors, and then analysis carefully, further improve service according to quality manage requirement, finally rationalize it, and defined it with the form of text and graphics and then form a service program.6.4 Implementing a system of initiatory-staff being in chargeAs far as customers concerned, they visit hotel and spend money just for buying service, and they do not have interest in understand that with which thing they can turn to which person for help. They have the right to believe that any employee represents hotels and should solve problem for them. So this system means, any hotel staff working in the post, who is the first to be consulted by customers, will be the main person in charge of solving problems and request of guests (C. F. Cheung and W. B. Lee, 2003).7.0 ConclusionIn conclusion, many hotels need to improve customer service level. Therefore, control and review is required when implementing regime and marketing activities. The hotel has to establish business goals for controlling and reviewing.