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Purpose of Evaluating Customer Service Policies - blogger.com
The copyright of this manual belongs to the Government of the Hong Kong Special Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual in whole or in part for non-profit making educational or research purposes, evaluating customer service essay.
All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region.
A set of curriculum support package of tourism evaluating customer service essay hospitality learning and teaching materials is being developed by the Personal, Social and Humanities Education Section of Curriculum Development Institute, evaluating customer service essay, Education Bureau for the implementation of the senior secondary Tourism and Hospitality Studies curriculum in schools.
Order custom essay Purpose of Evaluating Customer Service Policies with free plagiarism report. Furthermore, students should be able to develop enquiry, problem-solving and decision-making skills through these activities. All comments and suggestions related to this curriculum support package may be sent to: Chief Curriculum Development Officer PSHE Personal, Social and Humanities Education Curriculum Development Institute.
Relationship between the Hospitality Industry and Tourism Evaluating customer service essay of Guest Requests Ambience of an Establishment There have been different definitions of Hospitality. Broadly speaking, Hospitality is the act of kindness in welcoming and looking after the basic needs of guests or strangers, mainly in relation to food, drink and accommodation, evaluating customer service essay.
A contemporary explanation of Hospitality refers to the relationship process between a guest and a host. Resort hotel 1 Introduction to Hospitality ACTIVITY 1 In groups, consider the hospitality industry in Hong Kong. Discuss the different sectors in the hospitality industry. Hint: A sector of hospitality industry can be profit-making or non-profit-making. You may also give the names of some companies in the hospitality industry. One example has been given in the table below. Work on the table to see which group in your class comes up evaluating customer service essay the most appropriate examples.
Have you been to any of the above companies or organisations? What services did you receive from them? Were you satisfied with the way you were treated by the company or its staff? Did they understand what services you wanted? Did they provide what you wanted quickly and accurately? Was the staff member friendly or rude? Based on the discussion above, suggest five qualities or traits that a successful staff member in the hospitality industry should possess.
Do you or your group members possess any of these qualities or traits? The physical products of hospitality, e. food and drink in a restaurant or the actual hotel room, are products that are sold at a price to the guests or customers e. the price a guest paid for renting a hotel room, or the price a customer paid for buying a meal in evaluating customer service essay restaurant.
These are often regarded as the TANGIBLE aspects of hospitality. However, our experience of the hospitality industry does not only rely on the tangibles.
Think about your experience of being a customer in a restaurant or a guest in a hotel. What else, apart from the food in restaurants and the facilities in hotel rooms, do you think can make your hospitality experience more enjoyable and satisfied?
A successful hospitality business does not only count on its products and services, but also how they are delivered. The qualities of staff and the way they deliver the service are often more important evaluating customer service essay the tangible products in making a hospitality experience satisfactory or unsatisfactory. These products and services are offered not only to people away from home, evaluating customer service essay, but also to local guests.
A manager in the hospitality industry, therefore, must keep in mind the following three objectives: 1. Making the guests feel welcome personally, evaluating customer service essay. Making things work for the guests 3. Making sure that the operation will continue to provide service and meet its budget Apart from local guests, can you think of any other guests who may need services and products provided by the hospitality industry? You visit Hong Kong for the first time with your cousin who is also from Beijing this summer.
As you are a student, you travel on a budget and are planning to come to Hong Kong round trip by train. Tourist B — You are a businessman from Sweden.
Your company is a car manufacturer. You come to Hong Kong for an international automobile exhibition. You will fly to Hong Kong and stay for two nights before you fly to Singapore for another business meeting. You will stay in Singapore for two nights before going home. In two minutes, write down as many as possible of the products and services you would require from the different sectors of the tourism industry for your trip.
Compare your answers with those of your partner. Do you have different or similar answers? How many of the points you jotted down are similar to those of your partner? Fill in the following table: A young student Tourist A A business traveller Tourist B In Activity 3 we learned there are different kinds of tourists, evaluating customer service essay. Regardless of what type of tourist they are, they all need shelter and food and drink — the basic hospitality services — at ALL points of the tourism cycle, not just at the destination.
This is why hospitality can be referred to as one of the principal dimensions in tourism, along with transportation, specialist shops and leisure activities.
Unlike tourism, hospitality, however, serves both tourist and non-tourist needs. To enhance your understanding of the relationship between the hospitality and tourism industrycomplete Activity 4. Can you think of more services with examples to add to the diagram? Hospital Catering Commercial Accommodation Services e.
Hotels, Guest Houses. Transportation services e. Car Rental, Airlines In Activity 4 we learned the hospitality industry is a part of a wider group of economic activities called tourism. In addition, not all hospitality businesses are profit-making business. In this Unit, we have learned that there are two main business sectors in the hospitality industry:? Accommodation — To provide accommodation and usually food and drink to people who for whatever reason are away from home?
Food and beverage — To provide food and beverage to local, commuting, transient customers and tourists. These two sectors will be covered in more detail in Units 2 and 3 respectively. One method is to divide accommodation into two main groups:?
Non-commercial Commercial Accommodation Non-commercial Commercial Hotels Private e. Private Home Non-profit e. Shelter Institutional e. University Figure 1: Accommodation structure 6 Introduction to Hospitality. The Hotel Proprietors Ordinance Chapter provides a clear definition of a hotel: Hotel means an establishment held out by the proprietor as offering sleeping accommodation to any person presenting himself who appears able and willing to pay a reasonable sum for the services and facilities provided and who is in a fit state to be received.
As Hotel is the predominant type of commercial accommodation in Hong Kong, we, therefore, will discuss in depth about how hotels can be classified. Hotels can be classified by:? Location: e. Function: e. ommercial hotels and convention hotels? Market segment: e. Distinctiveness of property: e. all-suite hotels, boutique hotels, extended-stay hotels, evaluating customer service essay, historic conversions and bed and breakfast inns?
Size: e. under rooms, rooms, rooms, more than rooms? Rating grading : e. one-star to five-star or one-diamond to five-diamond Inthe Mobil Travel Guide used its own rating system to give awards to some hotels in Hong Kong, evaluating customer service essay, Macau and Beijing. Representing a landmark in the company's history, is the first year that international cities have been rated and received Star Awards, and the winners from Beijing, Hong Kong, and Macau are included.
In November, Hong Kong and Macau were awarded with the most Mobil Five-Star rated hotels and spas for a given city in the history of the company. ACTIVITY 5 With the aid of the above web link, list the five-star hotels and spas in Hong Kong as awarded by the Evaluating customer service essay Travel Guide in November ACTIVITY 6 The Hong Kong Tourism Board HKTB has developed its own hotel classification system.
evaluating customer service essay and answer the following questions: a How does HKTB define the hotels in Hong Kong? b Does HKTB make public the listing of hotels by category? The following chart shows various types of accommodation used by travellers and their respective characteristics:. Name s City centre hotels Characteristics These hotels are located within the heart of a city. The type may vary greatly from business, suites, residential, evaluating customer service essay, economy, mid-scale to luxury.
They offer a mix of facilities and amenities. The majority offer guests transportation to and from the airport. The rooms usually have direct access to an open parking lot.
THE EVALUATION ESSAY
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