Strategies Hotels Use in Order to Achieve and Guarantee...

A well renowned man once said: A customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work; He is the purpose of it. He is not an outsider to our business; He is part of it. We are not doing him a favour by serving him; He is doing us a favour by giving us the opportunity to do so. There is much truth to the above statement; therefore achieving customer satisfaction is an important basis to any business organisation, especially hotels. strong*/strongstrong*/strongstrong*/strongstrong*/strongstrong*/strongstrong*/strongstrong* Customer satisfaction is the ability that an organisation possesses, to meet the†¦show more content†¦Before wishing the guest an enjoyable and relaxing stay, GSA or Serviexpress is introduced to the guest as a method of assuring their satisfaction, while residing in the hotel. `Guest Satisfaction Assurance is a very effective and full proof way of achieving customer satisfaction as when a guest has a query, a complaint, or simply wishes to comment on a particular procedure, all a guest needs to do is dial a number, from their room telephone. This number is usually a very simple and easy number to remember, (for example 700) for the convenience of the guest. This facility is available 24 hours a day and is guaranteed to be dealt with within half an hour. Besides being able to telephone the GSA department, a guest may also contact a person acting on behalf of the department in the lobby area of the hotel; as a GSA is desk would be present at certain times of the day. In t his way the person or persons involved in this particular department are also able to meet a guest face-to-face, in order to deal with their clients in a more personal manner. Face-to-face communication is a more effective way for guests to feel more understood and most of all important. After a complaint is resolved a guest is also complemented with a letter expressing apologies and gratitude for bringing the problem to the hotels attention. If a guest happened to be initially very upset, a fruitShow MoreRelatedHilton CRM1446 Words   |  6 Pageswebsites provides cost effective customer service, including online hotel reservations and HHonors enrollment. business, technology and information services for our hotel guests, including high speed internet access at virtually all of our hotels system-wide. self-service check-in kiosks at 47 of our owned or managed hotels as of December 31, 2004. Operational efficiency Facts: OnQ system is a single technology platform, which links our brands and hotels to enhance customer service and loyalty, as wellRead MoreStrategic Goals and Management Plan for Harrahs Hotel Casino.1154 Words   |  5 PagesObjectives. About Harrahs Harrahs Hotel Casino is an exciting entertainment destination in the heart of the Las Vegas Strip, offering its customers first class hotel accommodations, gaming, entertainment and promotions. 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