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Evaluation on customer services on Bellevue Club Hotel - Dissertation Example

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1. Term of reference This report has been gathered to investigate the procedures and policies when handling customer incidences and complaints within the organisation and to evaluate their success. The work based learning project is due on the 17th of December 2012, for the placement project towards achieving the Foundation Science Degree in Hospitality and Tourism Management…
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Evaluation on customer services on Bellevue Club Hotel
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Download file to see previous pages The report recommends that the manager should hire more staff and the staff should be well trained, especially in the high season. Research has identified multiple areas at Bellevue requiring improvement, including service and product dimension raging from entertainment to meal services. Recommendations for improving training and cultural development are provided. 3. Content Page 1) Terms of Reference……………………………………………………………………. 2) Executive Summary ……………………………………………………………………. 3) Contents Page……………………………………………………………………….. 4) Introduction …………………………………………………………………………….. 5) Definition of Customer service…………………………………………………….. 6) Methodology…………………………………………………………………. 7) Findings……………………………………………………………………………… 8) Conclusion……………………………………………………………………... ...
The Bellevue is a very large resort, consisting of multiple operational divisions with an emphasis on building customer satisfaction under this business’ consumer-centric model of business. Work placement consisted of work in the animation department as an entertainer, upon which a transfer was approved to work in the food and beverage department for the remainder of the five months left on work placement. In this department, responsibilities included working in the buffet restaurant, performing general bussing services, and work at the bar as a server of inclusive drink options. Understanding the specific role duties in the work placement scenario is important for understanding how Bellevue can improve its customer service as all work placement responsibilities involved recurrent and direct contact with diverse customers of many different socio-economic backgrounds. Research identified that the key areas needing improvement at Bellevue Club Hotel Resort are entertainment services, meal quality, reception and bar services. All of these factors preventing positive customer service delivery were observed directly during the placement, thus some dimensions of primary research involved qualitative observations. Definition It is recognised that the provision of excellent customer service is vital to Hospitality and Tourism organisation with benefit for both staff and the customers. If the principal of good customer service are followed, satisfied customer will feel they have been greeted warmly, dealt with by friendly and efficient staff, and received the goods or services they want. All businesses are dependent upon their customers. Whether public, private of voluntary, all organisations aim to provide a high level of customer satisfaction, so that the customers ...Download file to see next pages Read More
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