Essay
Hospitality Unit 2 -P11, P12, P13, P14, P15
- Course
- Institution
Essay of 5 pages for the course Unit 2 - Principles of Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism at PEARSON (Pass Criteria)
[Show more]
3 reviews
By: cwelch968 • 2 year ago
By: antsophoc • 3 year ago
By: matidatipsinkanuteh • 6 year ago
Seller
Follow
TammyB
Reviews received
Content preview
Analyse the importance of developing and implementing clear customer service standards in ahospitality business. (P11)
Introduction
The standards and guidelines that organisations create for their staff and customers are known as
customer service standard. They are there to make sure that all staff are delivering customer service
to the level that the organisation expects, this will depend upon the organisation for example a 5*
hotel will expect high levels of customer service standards.
Developing Customer Service Standards
Hospitality businesses should ensure that they develop their customer service standards to relate to
the following customer service standards guidelines:
Clear – This relates to how easy the standards are to understand for both staff and customers, they
should be straight to the point rather than complicated.
Written & Accessible – The customer service standards of the organisation should be written clearly
and should be accessible to both employees and customers so that customers in particular know
what level of customer service to expect.
Appropriate To the Product or Service – Customers will automatically expect a certain level of
customer service depending on the type of business for example customers may expect a concierge
in a 5* hotel, but may not expect this in a 2* hotel.
Implementing Customer Service Standards
Through training hospitality organisations are able to implement good customer service standards,
which is important as these businesses need to ensure that employees are aware of the standards
set. This required training is especially important for new staff.
Another way to implement customer service standards is through refresher training, which will
remind existing employees of the customer service standards. Refresher training is especially
important for employees who have worked for the company for a long time as they would have not
been trained recently.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller TammyB. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $8.38. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
53068 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now