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客户服务和质量控制的重要性 [4]

论文作者:www.51lunwen.org论文属性:课程作业 Coursework登出时间:2015-11-25编辑:zhaotianyun点击率:12673

论文字数:2533论文编号:org201511211034465462语种:英语 English地区:英国价格:免费论文

关键词:客户服务质量控制custom service

摘要:本文主要讲述了客户服务和质量控制的重要性,文中着重强调了服务理念及客户满意度等概念。

vice, 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).


酒店中的客房服务——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


卧室的概念——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.


质量控制——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.


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