Customer service policy

Customer Service policy

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Reason for using customer service policy  In current hospitality. Satisfaction of consumers is identifed as a most important tool to influence success and growth of hotel.  It has been found that InternContinental Hotels Group is facing increment in number of complaints that harms the reputation of hotel in market.  Therefore, it is essential for hotel in order to make modifications in current service policy.  The hospitality industry includes, hotels, night clubs, restaurants, theme parks and travel & tourism sector. These business enterpises follow different customer policy which is expalined further:

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InternContinental Hotels Group ď Ź

The customer service policy have strong implication within InterContiental Hotels Group. In order to understand the viability of this aspect customer service policy of hotel can be considered.

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It is UK based hotel chain which is managing the business in all over the world.

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Presently, InterContiental Hotels Group is having different hotels and restaurants in more than 100 countries with 4800 hotels.

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Customer service policy of IHG  The customer service policy provides signfiicant assistance for maintaining its brand image.  It help the hotel in attracting new customers and retaining the loyal one.  The customer service policy provides significant assistance in order to reduce the customer complaints and thus enhance customer satisfaction.  Customer service policy serve as a guide to hotel members during the course of providing service.  It help IHG in setting standard of services that would be provided in hotel.

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Continued...  As per the current market trends, it is necessay for IHG to make viable changes in its current customer service policy for enhnacing customer satisfaction.  This approach has found very effective to improve its business relationship with customers and build the reputation of hotel in market.  The customer service policy will provide signficant assistance to assess distinct needs of customers through hotel can increase its customer base.

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Pubs The Anchor Bankside is a pub in the London Borough of Southwark.

It is situated on the South Bank of the Thames close to Southwark Cathedral.

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Service Policy of Anchor Bankside  The customer service policy describes that bartenders of pub are required to serve only the permissible quantity and quality of liquor.  The management of pub should check that proper safety is provided as per the safety and securtiy norms.  The customer service policy states that bar accomodate 5 people per table in bar area .  The safety devices should be permanently available within the pub for safeguard against hazards like, fire.  The customer service policy states the standard of services that would be provided within pub.

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RESTAURANTS 

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LEON is a fast food brand, based in London, specialising in seasonal, naturally fast food.

It created as per its naturally fast food concept and opened their first outlet in Carnaby Street in 2004 Six months after opening, LEON was named the “Best New Restaurant in Great Britain”.

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SERVICE POLICY OF TEXTURE The food and beverages are offered to customers must healthy and safe to consume. 

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It is mandatory for chefs to wear hand gloves and hair mask while cooking food.

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The security guards should check the security of visitors within restaurant.

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Due care of health and hygiene of guest should be taken.

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The customer complaints, reviews and suggestions are recorded and acted upon.

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Theme Park 

Thorpe Park is styled THORPE PARK Resort. It is also considered as a theme park with a temporary hotel in between the towns of Chertsey and Staines, Surrey, England, UK.

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The park is mainly developed for a young adult/teenage audience due to the vast majority of signature attractions being roller coasters and thrill rides.

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The tallest of these being Stealth is considered as Intamin Accelerator Coaster that launches riders from 0-80 mph in 1.8 seconds sending them 205 ft into the air.

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Service policy of Thorpe Park  The Primary objective of service policy of Theme park is to commit to the safety and security standards set by the management.  The consumption of liquor is not allowed in the theme park in order to avoid any kind voilence.  Pets are not allowed within the theme park.  The offensive weapons such as fire arms, knives are not allowed inside the theme park.  The rides should be used by guest only as per provided directions of operator.

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REFERENCE 

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Schmitt, A. J., 2011. Strategies for customer service level protection under multiechelon supply chain disruption risk. Transportation Research Part B: Methodological.

45(8). pp.1266-1283.

Victorino, L. and et. al., 2005. Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal. 15(6). pp.

555-576.

Yagil, D., 2008. Stressors and resources in customer service roles: Exploring the relationship between core self-evaluations and burnout. International Journal of Service Industry Management. 19(5). pp. 575-595.

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