Customer Care Case Study Hilton Green Park Hotel Tourism Essay

The hotel that I have chosen is Hilton London Green Park Hotel. This hotel is situated about 45 proceedingss from Heathrow airdrome via tubing and is located within the easy range of all the local tourer attractive forces and major concern centres a perfect combination of concern every bit good as for tourer visit in London. ( 55 )

It majorly lies between two streets that is the oxford street and the Edgware route which connects to bulk of the streets taking to cardinal London and other parts. This makes it convenient for the people who want to travel for meetings and or see a possible concern site. The insides of the hotel are really posh and do it easy for a concern traveler to acquire the soap of what he wants, the full hotel is non-smoking one and has a concern Centre to keep meetings right at the comfort of the hotel.

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Majority of the invitees that frequent this hotel are tourer as this hotel lies precisely at the bosom of London and bulk of the tourer attractive forces like the Hyde Park, Kensington Gardens, Trafalgar square, oxford circus, etc are within the easy range. The hotel has a full fledged concierge service which assists the invitees in happening the best possible paths for invitees and besides gives them suggestions on which topographic point they should see and how can they travel about. But many of the tourers do n’t wish the fact that the full hotel is a non-smoking hotel and besides it has merely 1 eating house and 1 saloon and has no other assortment which the invitee can see or see, but merely because of its trade name and the location it still goes in front and attracts a batch of people. ( 295 )

Customer attention involves seting systems in topographic point to maximize your clients ‘ satisfaction with your concern. It should be a premier consideration for every businessA – your gross revenues and profitableness depends on maintaining your clients happy. ( Business Link ) .A What is client attention. Customer Care Policies are an built-in portion of any operation concern, there has to be some set regulations and process which will move like a usher in carry throughing the ends and aims of the hotel and more significantly lead to a client satisfaction which is the top precedence of any administration. Depending on the type of administration the types of services that may be offered might differ which includes but is non limited to telephone, aid desks, after gross revenues, service recovery, or may be a simple face to confront conversation but all that affairs is that the invitees jobs are given a ear and that they feel of import and deserving the stay.

Today the market is really competent and the invitees have a assortment of pick to do so it is really of import that companies have to travel in front and capture a major interest in the market and that is possible merely if you retain the invitee. Retention is merely possible when the invitee is satisfied and to be more luxuriant the company today has to travel beyond outlooks or instead exceed outlooks and that is possible merely with strong client attention policies and it needs to be purely adhered to and practiced devotionally. Abraham Lincoln one time said “ I ne’er had a policy ; I merely tried to make my really best each and every twenty-four hours ” so sometimes it ‘s non merely about the policy but it ‘s on how you go beyond the policy to assist the invitees and that ‘s what makes a permanent feeling on the invitees heads and he will surely be a repetition invitee for you. ( 400 )

Three client attention policies in Hilton London Green Park Hotel

Quick and fast: – As mentioned earlier this hotel normally caters to the demands of the concern travelers and clients and hence they lay more accent on the demands of these invitees by supplying them speedy check-ins and taking pre-authorisations ( if required ) . Some of the basic things that they pay attending to are: –

Giving them rather suites off from the metropolis roads, lifts and countries from where noise can be expected as these invitees normally merely come in for a dark take remainder and so go forth for another finish.

Supplying them with the installations of early breakfast in their suites and giving them express look into out installations.

Business travelers and invitees are given more attending in footings of any grudges that they may hold and hence service recovery processs are in topographic point which includes giving them free vino bottle, ascents, or may even include a free dark depending on the state of affairs.

Feel like place: – It is said a hotel is a “ place off from place ” and therefore this hotel emphasises on all the guest coming to this hotel for leisure and diversion intents and therefore the invitee is sooner given a room which faces towards the metropolis or has a park position but in either instance the invitee is asked for the penchant of his/her room. The beds are designed in such a manner that a household of three ( including a child ) can easy pull off to kip on the bed. Local rubber-necking and local tallies are arranged by the concierge as per petition. The installation to supply an excess bed/cot at a nominal rate is besides available. What makes it more competitory and interesting is that all the kids aged 18yrs and below get to remain free if they are accompanied by their parents or grandparents and kids aged 10 old ages and below acquire their repasts and drinks free plus there is a garden where the childs can pass their clip.

Feel like a male monarch: – This is one policy that Hilton hotel ever emphasises on, cognizing what the invitee wants or expects and that excessively at the right clip makes you a victor in the market section. The hotel maintains a proper invitee profile which includes some personal information about their picks and besides about their birthdates etc. So if the invitee is remaining with them on their birthdays or their anniversary so they send them recognizing cards, some gift shackles or a simple vino bottle to state “ we are happy for you ” . The gifts might non be that expensive in footings of the investing done by the invitees but yes this is adequate to “ wow ” a invitee and will do him experience a portion of the household. Besides the long stayers and frequent visitants are contacted on regular footing and they are informed of any particular publicities or offers that the hotel might be running at the minute.

Effectiveness of client attention policies in the hotel

Whenever a policy is in topographic point it is of extreme importance that it needs to be evaluated for its effectivity and whether that peculiar policy is truly working for the administration or non. Now this could be done in assortment of ways which included taking client feedback, polls, sentiment studies, etc these things makes the administration realise where precisely they stand and what best could be done to forestall that. Most of the hotels normally focus on retaining the invitees but Sarah Cook in her book Customer Care Excellence references that it is every bit of import to enter the client keeping rate and besides to analyze it on frequent footing.

Hilton establishes a system called Hilton honours in which it can happen out responses from its invitees and what they are anticipating in footings of cordial reception administration and besides another plan called Satisfaction and Loyalty Tracking ( SALT ) where they maintain a changeless path on how many invitees returned back place satisfied and how many of them will be coming back to the hotel. This helps in placing where they presently stand and how it is traveling to impact their concern in the long tally.