Presentation
Unit 1 Hospitality - P4
- Institution
- Pearson (PEARSON)
Presentation of 4 pages for the course Unit 1 - The Hospitality Industry at PEARSON (Pass)
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Customer ServiceCustomer service is the service which is received before and after purchasing a product or service. Staff
which work in the customer service department are responsible for meeting customer expectations
and dealing with complaints.
Holiday Inn Premier Inn
Customer service at holiday inn is at a average Premier inn and its staff (receptionists,
standard. They provide a great deal of housekeeping and catering services) provide
customer care and care about the opinions of good customer service Proof of this is the fact
their customers. Unsatisfied customers are that his year premier inn was voted as the UK’s
able to easily complain and raise their top rated hotel chain by which?. The hotel chain
suggestions to the business through the received this title after a range of their products
‘customer care’ section of the businesses and services such as value for money, customer
website. This section features three different satisfaction, cleanliness and bed comfort were
options for customers who need help, these
are; FAQ’s, contact numbers/options and inspected. In addition to this 563 of their
complaint form submissions. hotels, have been awarded with TripAdvisor’s
Providing good customer service to guests is a Certificate of Excellence, based on what
customers thought and rated their stay. These
vital part of ensuring that a business survives. awards improve the businesses performance as
Bad customer service can damage the they attract more customers and can result in
reputation of a business and can therefore
repeat performance.
lead to a decrease in customers.
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