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HILTON CUSTOMER SERVICE

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HILTON CUSTOMER SERVICE

Introduction

 

In tourism sector, effective customer service is necessary, as through providing service to the customer properly a tourism organization can be able to enhance their business. In a tourism business organization understanding all, the policies of the customer services in business help to provide effective service to the customer. In this report, Hilton hotel is taken as the example and in this industry, the reasons behind the use of those policies and different methods of communication will be analysed. By knowing all the requirements of the customer different types of a business solution will be recommended to provide effective customer service. Discussions between the interconnection between customer perception and customer service provisions will be done to understand the process of providing effective customer service to the customer.

Task 1: Report

LO1: Understanding   policies of customer services in business

1.1 Discussing reasons to use policies for providing customer services

In tourism business, industry the ultimate motto of the management is to provide effective service to their guest or customer. As opined by Laudon and Laudon (2016), there is a need for every tourism industry to know the needs and expectations of the customers for providing best services to them. In case of the Hilton hotel, it has been observed that they are leading the tourism sector at present and they have certain number of missions (hilton.com, 2017). In order to implement those missions in their organisations, the Hilton hotel needs to have certain number of specific strategies to provide best service to their guest or customers. Different types of reasons can be mentioned for using the customer service policies within their organisation. The management of the organisation has to ensure the following point to ensure effective customer service policies.  

  • No unprofessional or unethical behaviour from the end of the employees to the customer

  • Good quality of housekeeping services

  • Proper communication between the customers and the staffs

In order to ensure the above-mentioned point the organisation namely Hilton hotel have to use customer service policies. In reference to the opinion of Tukker (2015), within a tourism organisation it is necessary to maintain proper business ethics and at the same time to show proper behaviour to the customers. In the Hilton hotel there is necessary for the employees to show proper behaviour to the customers as they are eyeing to provide best service to the customers. At the time when Hilton will start to use the customer service policies, they will be able to get help from those policies. There are certain numbers of policies exists to serve the customers properly such as policies to provide high quality of housekeeping services, for maintaining a good communication process within the organization, for maintaining proper professional behaviour from the end of the employees to the customers. Thus, it can be mentioned that there are enough significant reasons for which the organization namely Hilton hotel have to use customer service policies.        

1.2 Discussing purpose to evaluate policies for customer service and indicating the process   of assisting staffs in future

The existing policies are there in the UK to ensure that the organisations can be able to maintain effective customer service in their organisation. As per the statement of Navimipour and Soltani (2016), customer service policies enhance the effectiveness of the service of the customers. Different types of policies ensure different task for an organization, such as the policies to provide high quality of housekeeping services help to provides housekeeping service properly. The policies for maintaining a good communication process within the organization can be helpful to maintain good communication skills within an organisation. The policies for maintaining proper professional behaviour from the end of the employees to the customers enhances the effective customer service. In order to enhance the level of customer service, the customer service policies are very helpful (Schaubroeck, Lam, and Peng, 2016).

The organization namely the Hilton hotel is looking forward to providing effective customer service to the customer and for that purpose, they must use those policies through which they can be able to meet their missions. However, the management of the organization namely the Hilton hotel should have to adopt a certain number of strategies and have to implement those with the proper implementation process. In order to reach the destination of their mission, the organization namely the Hilton hotel have to assist their staffs by providing proper training to use those customer service policies properly. In the opinion of Chang and Taylor (2016), an organisation who wants to provide effective service to their customer must follow a certain number of customer service policies. It has been observed that currently, the management of the Hilton hotel are very passionate about delivering a successful guest experience. Thus, the management of the organization namely the Hilton hotel needs to focus on assisting their staffs to achieve their future goals and missions. The management of the organization will plan the process of providing training and at the same time, they need to make sure that their employees within their organisation properly maintain all the customer service policies.      

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