Qcf Unit 4 Customer Service

PROGRAMME
Edexcel BTEC level 4 and 5 Higher National in Hospitality Management
CODE
QCF Level 4 (J/601/1790)
MODULE/ UNIT
Customer service (Unit 4)
MODULE LEADER/ LECTURER
CHIKA UGOJI
Submitted by: LUQMON ROTIMI JINADU
ID Number: 20894
Submitted date: 05/03/2013
Table of Contents:
Introduction--------------------------------------------------------------------------pg.3
Task 1---------------------------------------------------------------------------------Pg.3
1.2------------------------------------------------------------------------------------ pg.4
2.2------------------------------------------------------------------------------------ pg.6
3.1 -----------------------------------------------------------------------------------
L.R.J HOTEL SERVICES POLICY DETAILS
Reservation- This is to say that any reservation/ rooms booked in advance will be reserved for only 24hrs for full payment to be made by credit card.
Check-in - All guests will have to show valid identification before being allowed to check in and allocated to rooms.
Refund- Refunds can only be made, if notified, within 24hrs before check-in.
Complaints- Complaints can be made to hotel manager or staffs who is Well trained in dealing with the situation in a professional manner.
Promotion- Promotions can only be accepted according to the offer on a coupon or voucher. The value on these coupon/ voucher
This information also comes from friends, article, vendors and internal sources. All this information can also be called copy catting. Information that are been gathered through television or radio media. The most affective external information is by looking into similar establishment in the same category who have been successful in their decision making and who are probably doing better than theirs. External information can also be gathered in between staffs. Asking them about what they think about other organisation similar to them that made them successful this is by asking them indirectly to spy or gather information about third party business that will be useful for their business.
In any business training and retraining is one of the key aspects to successes this will boost staff confidence and enable them to be more confident about what they are doing so far as its been carried out according to specification. This will develop the confident of staff and improve their performance. Once this is achieved to the highest standard, customers will be more than happy about the service of the hotel/business. This will encourage and motivate the customers to patronise them again. Happy customers will always return and recommend the hospitality they enjoy in the hotel to