ASSESSMENT COVER SHEET

PROGRAMME TITLE: FdA in Hospitality Management

MODULE TITLE: Customer Service
MODULE CODE: LT4F12GN
INTAKE/SEMESTER: January 2020 / Autumn 2020
ASSESSMENT TITLE: Customer Service

Sheikh Ziaul Haque

MODULE
LEADER/LECTURER

STUDENT ID: (London Met)

STUDENT ID: (NCL) 192457

STUDENT NAME: MARIA BODEA

SUBMISSION DEADLINE:
11919.11.1.01.2019
I declare that all material in this assessment is my own work except where there is clear
acknowledgement or reference to the work of others, and I have complied and agreed to the
College statement on Plagiarism and Academic Integrity on the College Student Handbook
provided at Induction.

Signed: Maria Bodea Date:19.11.2020

Word Count: 2015

Assessment Submission Guidance:
Students should provide a completed assessment cover sheet with all essential details. All
assessment should be submitted in electronic format via college systems on or before the submission
deadline. The e-submission system will not allow late submissions. By submitting this assessment and
cover sheet electronically, in whatever form, you are deemed to have made the declaration set out
above.
Introduction
In any hotel business, the Customer Service, department is of great importance,
because satisfied customers recommend other clients, and disgruntled customers make a bad
reputation for the business.
The responsibilities of the front office department staff are varied, from booking and
checking room reservations to the facility to purchase tickets to the shows.
The receptionist is the one who handles the booking activity in all its variants, allocates
certain rooms to customers according to their requests and bookings made, handles customer
registration, distributes room keys, communicates with cleaning and maintenance staff,
answers the phone, provides information on the hotel, accepts (if there is no specialized
cashier) payment in currency or invoice payment documents by the customer, issues invoices
for the services offered by the hotel, and ensure that the guest has the best service possible at
your disposal.

Question 1: Identify and compare the two hotel’s customer practices and
policies and service quality vision

In this essay I will debate two hotels, both in central of London, Corinthia London,
this one with a very good reputation and Britannia International Hotel, with a poor
reputation.
Corinthia London located in the most popular area of London, this hotel has an excellent
location score of 9.5. It features stylish restaurants, 2 bars, a flower centre and the largest spa
in London. It is also the world's first hotel with a Harrods store. Air-conditioned, spacious
rooms feature sumptuous décor that blends 1885 building style with state-of-the-art facilities.
All rooms have city views and include iPod docking station, free Wi-Fi, LCD TV and a
luxurious bathroom with marble finishes. Upon arrival, guests are welcomed in the beautiful
halls of the hotel, which have high ceilings and a décor designed by renowned designers
around the world. The 3 bars offer on-the-spot cocktails and a wide range of fine wines. The
menu contains delicious dishes from fine British cuisine. The hotel offers foreign exchange
services and facilities for business meetings, seminars. The pets are not accept in the hotel.
According to government recommendations for minimizing coronavirus transmission
(COVID-19), while these recommendations are in force, this property only accepts bookings
from persons whose professional activity is essential/who hold a permit to do so. If no
concrete evidence is presented, the reservation will be cancelled upon arrival.
Britannia International Hotel is located overlooking of the River and near the Tower of
London. It’s an unpretentious hotel, the classic rooms offer flat-screen TVs and tea and
coffee machines. Premium rooms offer city and/or river views. Apartments include living
rooms; some include hot tubs and private balconies. Wi-Fi is available (fees may be charged).
There is an Indian restaurant, a pizzeria and a traditional British restaurant, a pub and bar
with floor-to-ceiling windows and river views. Other facilities include a heated indoor pool, a
gym and a spa with a dry sauna and wet sauna. Pets allowed for an extra charge of GBP 10

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per pet, per stay (maximum GBP 25 per stay). The hotel management notify customers,
through the website, of the new government recommendations on COVID-19 and this
property can only accept bookings for essential travel or stays. The clients asked to provide
evidence of this on arrival.
Both hotels offer services to people with disabilities, room services and all inclusive.
Children of any age are welcome, only a fee is paid according to age and extra beds for
children.

Question 2: Identify and compare the two hotel’s service guarantees and
complaint handling procedures

Considering the above description of the services offered by the two hotels, we will
see how satisfied the customers are with these services, so that:
At the hotel Corinthia London the customers write:
” The Corinthia is a luxurious hotel with several lovely bars, a wonderful afternoon tea,
beautiful flowers and spacious, beautiful rooms. But what I liked most about the hotel was
the service. From the time we arrived - wait, no, even BEFORE we arrived, we were treated
warmly and respectfully. Our original flight was canceled, so I called the hotel directly to let
them know. The representative was lovely and kind (much nicer than anyone at United
Airlines), and helped us extend our stay by a day to make up for our missing our original
schedule. Then, when we finally did arrive at the Corinthia, we appreciated the attentiveness
of the reception staff and the personal tour of the property. Our room was even more
delightful than we expected from the photos. We engaged the concierge and bell staff for a
variety of things, including helping me with my lost luggage, and each member of the staff
was unfailing polite and helpful. Finally, we enjoyed a drink at the Kerridge's Bar - and we
were so enamored with the decor and atmosphere that we canceled our existing dinner
reservation and were able to be seated in the restaurant. Our meal was the best we had while
in London - especially the mushroom risotto (which isn't really risotto, as they will explain)
and the fish and chips (yep, this 2-starred Michelin restaurant serves fish and chips and it is
DIVINE). I look forward to taking my husband back to this hotel and highly recommend it
for all.
The only negative I can think of is that the shower door is so low to the ground that it scrapes
the bath mat away and results in water getting on the floor. Not even worth a mention!’’
‘’Dear Sabrina,
Thank you for sharing your review of Corinthia London, it is wonderful to read that you
enjoyed your stay. It is a delight to read you highlighting that you experienced quality service
- starting even before arrival - throughout your stay. In addition, we are thrilled to know you
enjoyed time at the bars, restaurants such as Kerridge's as well as afternoon tea in the Crystal
Moon Lounge. We very much look forward to welcoming you again soon.’’
‘’Staff were excellent, as was the Spa and general standard of the hotel. Food in Northall
restaurant was a little disappointing for the price.’’

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‘’Dear Laurence,
Thank you for your review at Corinthia London. We are glad to read that you enjoyed the spa
and our hotel. On the other hand, please rest assured that we have passed your feedback about
the pricing at The Northall to our Director of Food & Beverage.
We look forward to welcoming you back in the near future. Keep safe.’’
At the hotel Britannia International Hotel, the clients write:
‘’£49 for a double room with a window in Canary Wharf is a good deal! If you pay £169 last
minute (before COVID 19) not so much. Breakfast (£7.50) is great!’’
‘’Britannia hotel is quite nice. They should renovate it because it looks old if check the
details. But the stuff is friendly and kind and the superior room are nice and clean. I loved the
view from my room and from the lounge. It is very close to the tube which is new and clean,
you can easily go everywhere from there. The Area around the hotel is also amazing very
clean, all new building.’’
‘’ This hotel is very quirky and Victorian theme with a hint of modern design. The reception
area is large and stairways very wide. Clean I would say overall. The room was large a lot of
storage area and had a desk bedside cabinet etc. The mattress and bed were comfy even
though if was two single mattresses to make it a double. A bit cheeky of the hotel they should
just invest in a double mattress and make it a memorable stay for their guests. Bathroom was
spacious and had liquid and gels and soaps provided. Parking underground and was pricey to
be honest. Better to park somewhere local and walk to the hotel as it will be the cheaper
option.’’
There are some examples by which clients express their satisfaction or dissatisfaction with
the services offered by hotels employees. Clients are the best control organizations because
through such reviews, hotel management knows where to take measures to improve hotel
services.
From all this we conclude that the Britannia International Hotel did not respond to the
recommendations of the clients, so they do not know whether or not the referrals made have
been resolved.
All reviews are of big importance, because they can bring more clients or banish potential
clients.

Question 3: Recommend on the development for appropriate customer focused

services to improve guest satisfaction for the hotel in which you are the Guest
Relations Manager, and how this can become part of the hotel’s culture and
strategy.
Britannia International Hotel must implement the warning procedure on COVID
19, the introduction of additional health and safety measures, such as:
- Staff follow all safety protocols required by local authorities
- Shared items such as printed menus, magazines, pens and paper have been removed
- Hand sanitizer in the accommodation and in essential areas

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 - Guest Health Check Process
- First aid kit available
- Access to professional health services
- Guest thermometers available at the property
- Face masks available to guests
- Effective cleaning substances against coronavirus are used
- Bed linen, towels and laundry are washed according to the recommendations of the
local authorities
- The accommodation is disinfected daily
- Guests can opt out of the accommodation's cleaning service during their stay
- Contactless check-in/check-out
- Cashless payment option available
- Observe the rules of physical distancing
- Separators or physical barriers between staff and guests in areas where this is
necessary
- Physical distance in dining areas
- Food can be delivered to guests in the accommodation
- All the crockery, cutlery, glasses and other tableware have been sanitized
- The food delivered is properly covered
Another implementation procedure is the procedure for resolving negative reviews refers to:
- Retrieving and registering complaints from clients. This is possible verbally (to the
reception staff) or in writing (in the complaints book, located at the hotel reception, by
email, or online, at reviews)
- Amicable resolution of complaints, can be solved on the spot, immediately after
referral, if possible (discomfort at the accommodation, on the menu).
- Resolution of referrals through control actions, is carried out by authorized persons,
control and management of the hotel, with all departments that are necessary for the
solution.
- Establishment of measures and conclusion of control documents
- Informing costumers about how to deal with complaints.

Conclusion

With the development of the Internet and social networks, the notion of reputation
management has turned into online reputation management. The latter makes search results
an important part of a company's reputation. When it comes to conveying opinions, online
reviews are in the spotlight. These are now the last "word of approval". The statistics speak
for themselves:
80% of consumers entrust online reviews as much as a personal recommendation.
72% say positive reviews make them more confident in a local business.
The rise of one star in the review leads to a 5 to 9% increase in a company's revenue.
92% of consumers say they will use a local business if it has a rating of at least 4 stars.

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Before we get into the importance of positive reviews, we should discuss why it is very
important to have reviews. In other words, what are the consequences of having no comment?
You might think that no comment is better than the wrong reviews, but this is not always the
case. No reviews, people who search for your company have no evidence that you are a real
brand that they can trust, as in the case of the Britannia International Hotel. Without a number
of online reviews, there is a loss of opportunity to create new partnerships and collaborations.
Here's the impact online reviews can have:
- Sales growth
- Strengthening customer loyalty
- Search engine ranking
- Spark brand advocacy
- Better customer service
Positive recommendations help to attract the attention of potential customers, receiving
honest feedback from customers, improve online rankings. Reviews generate more reviews,
which will amplify their positive impact on the business.

Reference

www.booking.com/corinthia-london
www.expedia.com/London-Hotels-Britannia-The-International-Hotel-London

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Table of contents
Introduction ……………………………………………………………………………... pag 1
Question 1: Identify and compare the two hotel’s customer practices and policies and service
quality vision………………………………………………………………………..…….pag 1
Question 2: Identify and compare the two hotel’s service guarantees and complaint handling
procedures……..……………………………………………..………………………….. pag 2
Question 3: Recommend on the development for appropriate customer focused services to
improve guest satisfaction for the hotel in which you are the Guest Relations Manager, and
how this can become part of the hotel’s culture and strategy.…………………………… pag 3
Conclusion ………………………………………………………………………………. pag 4
Reference …………………………………………………………………………………pag 5