Manage Customer Service - Hospitality
Manage Quality Customer Service Marketing Loyalty Program
Assessment Details:
The marketing department has sent out emails publishing the loyalty program for the Hotel Futura chain.
The response has been excellent and you as the Marketing Manager want to define more closely the new customer expectations.
You will design a strategy for this and your team must address the following: * A tool that will gain detailed information on the needs, expectations and satisfaction levels of customers * A communication strategy that allows staff involved in service provision to contribute to maximise the outcome * An outline of how the outcome will be incorporated into service delivery within the hotel, including SOP’s for staff.
Contents
1.0 Hotel Futura’s Mission Statement
2.0 Introduction – Managing Customer Service
3.0 Feed Back Tool – Customer Evaluation Questionnaire
4.0 Communication Strategy 4.1 Developing an Effective Feedback Tool – Discussion 4.2 Implementing the Feedback Tool 4.3 Manager’s Role in Developing Effective Communication Techniques 5.0 Service Delivery 5.2 Feedback Tool – Procedures for Positive Feedback 5.3 Feedback Tool – Procedures for Negative Feedback 6.0 Conclusion
7.0 Appendix 7.1 Feedback tool ( Customer Evaluation Questionnaire) 7.2 Agenda for all staff meeting 7.3 Minutes for all staff meeting 7.4 Agenda for meeting with Head of Departments 7.5 Minutes for meeting with Head of Departments 7.6 Memo Service Delivery of Feedback Tool- Training Session
1.0 HOTEL FUTURA’S MISSION STATEMENT
To provide our customers with a unique and world class experience.
We will achieve this: * By ensuring that our customers needs and expectations are our highest priority
* By investing in our team members and strengthening their knowledge and capabilities
* To strengthen the loyalty of our
Assessment Details:
The marketing department has sent out emails publishing the loyalty program for the Hotel Futura chain.
The response has been excellent and you as the Marketing Manager want to define more closely the new customer expectations.
You will design a strategy for this and your team must address the following: * A tool that will gain detailed information on the needs, expectations and satisfaction levels of customers * A communication strategy that allows staff involved in service provision to contribute to maximise the outcome * An outline of how the outcome will be incorporated into service delivery within the hotel, including SOP’s for staff.
Contents
1.0 Hotel Futura’s Mission Statement
2.0 Introduction – Managing Customer Service
3.0 Feed Back Tool – Customer Evaluation Questionnaire
4.0 Communication Strategy 4.1 Developing an Effective Feedback Tool – Discussion 4.2 Implementing the Feedback Tool 4.3 Manager’s Role in Developing Effective Communication Techniques 5.0 Service Delivery 5.2 Feedback Tool – Procedures for Positive Feedback 5.3 Feedback Tool – Procedures for Negative Feedback 6.0 Conclusion
7.0 Appendix 7.1 Feedback tool ( Customer Evaluation Questionnaire) 7.2 Agenda for all staff meeting 7.3 Minutes for all staff meeting 7.4 Agenda for meeting with Head of Departments 7.5 Minutes for meeting with Head of Departments 7.6 Memo Service Delivery of Feedback Tool- Training Session
1.0 HOTEL FUTURA’S MISSION STATEMENT
To provide our customers with a unique and world class experience.
We will achieve this: * By ensuring that our customers needs and expectations are our highest priority
* By investing in our team members and strengthening their knowledge and capabilities
* To strengthen the loyalty of our