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Customer Service Role - page 1
Keywords: Customer centred focus on the front office role of check inn and check out
By artclub on 28/08/2010
Level: Postgraduate Diploma
Page Number: 1 of 6 pages: 1 2 3 4 5 6Customer centred focus on the front office role of check inn and check out
Introduction
This study will evaluate that, how an accommodation provider can provide a quality service to its customer, through front office, while customer check inn and check out by using technology and staff, this research will involves that what is the issues in the procedures of check inn & check out, customer centric approach, use of information technology, staff role, staff training and strategy to adopt in case of service failure and service recovery.
CUMTOMER CENTERIC AND SERVICE ORIENTED APPRROACH
Now days it has been proved by the research studies confirmed that if any company want to improve its market share and profits so it has to adopt a strong strategy of providence customer focus services. The service standards establish a goal or target towards those people in your service team can direct their efforts. It gives a clear sense of what to strive for and how high to reach. It will establish a sense of purpose and direction and it will keep the service team focused on target and keep them in right direction.
Customer’s expectations of quality service
To understand the customer centred focus it is important to understand the need and expectations of the customer for which the customer is paying the money. In hospitality industry any type of guest like business or leisure guests have similar expectations.
1. speedy efficient check in and check out
2. friendly, helpful, polite, and efficient staff
3. clean, comfortable bedrooms with all items in working order
4. high level of room security
Customer profile
To adopt the customer centric approach, it is very important to make customer profile through which an accommodation provider would be able to know about its customers, and then you will be able to offer the service that meets customer’s needs, customer profile would gives a clear understanding about how to provide services to the customer either by the staff and information technology,
As William b marlin (1989) pp18 gives us some definitions that may be help full in creating a profile of your customers,
Values and beliefs
Vales and beliefs reflect the central core of what’s important to your customers. what do they consider good? What is held sacred?
Attitudes
Attitudes are ways of looking at things.commenly held attitudes reflect ways of looking at life, work, marriage, commitment, doing business etc.
Social habits and norms
Social habits and norms are commonly agreed upon, acceptable types of behavier.how do people behave?
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