AJ Hackett
A positive of AJ Hackett was how clean and tidy the facility itself was kept, its quirky infrastructure would definitely encourage people to visit or visit again. All the staff were well kept and they grooming was unflawable it gave off a great first impression. They were also very friendly and talked to all the customers creating great rapport. This is important as they want to create an great environment and image to entice people to visit again. Another area I rated them a five on was the great service from their staff, they were friendly and welcoming and ensured we were okay at all times. I personally didn’t do a bungy jump but my friend did and she said the staff service was great and they made sure they personalised her jump
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Accor Hotel
Tangiables- one positive I saw with Accor staff was how well they were groomed, they all looked very presentable and represented Accor well. Another great thing was the Hotel itself looked immacualte, it was very clean and well kept making it very pleasing on the eye.
Reliability- The Hotel is open 24 hours which is great for customers as they will be able to always rely on someone being able to help them, the staff were also groomed well which would make customers be able to put trust in them.
Responsiveness- Staff were always making sure customers were looked after and never just left customers to wait around you could tell by their service that they strongly valued their customers and were willing to go the extra mile for them.
Assurance- As the staff were well groomed and valuing their customers and it was clear to see it gave a strong assurance that they had your best interests at heart, customers who were in a rush or had important questions were being dealt with quickly so they no longer had a need to
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Empathy- All customers were being treated as indivuals and staff were taking their time to get to know everyone making their visit feel special and perosnalised. Staff were also respecting to create good rapport.
Question 3A
A customer service objective for Accor Hotels is to satisfy all guests by enusring to answer all queries and ensuring to meet their needs as well as reassuring them to ensure all their needs are satisfied. It is also important to let them know that there is always a staff member avalible to help them.
Another customer service objective is to encourage employees to exceed their own expectations and encourage them to help improve themselves. This will benefit themselves and the Accor organisation.
The last customer service objective is for Accor Hotels to meet the expectations of the customers and get positive feedback which would allow gets to want to come back if all there needs are being taken care of. This leads to more revenue and more job
help that customer find the product or service that caters to their needs and wants. Along with that,
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
Growing sales through service: TP came up with new methods to satisfy customers. Furthermore, employees got trained on acting in customers favour.
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
When you visit a Four Seasons, you can tell that every internal customers, or employees, genuinely cares about the wellbeing of the company. This starts all the way from the top, and has a ripple effect through the hotel. Isadore made this point clear as he toured his hotels, telling management at every level that “we can’t change employee behavior without changing ours.” This commitment to treating the employee as they deserved to be treated led to the great customer service that the Four Seasons is known
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
AJ Hackett looks after their employees by providing them with food; this is done 3 to 4 times in the winter to keep their employees happy and to motivate them to come to work even when it’s cold. After 3 years for working with the company they give their employees $500.00, after 5 years they give you $1000.00 for free. They give their employees gifts on their first day every year that they are still with AJ Hackett. Also they give their employee’s free tickets for the attractions; presents for Christmas and Easter also training is given. AJ Hackett deal with complains efficiently by talking to their client face to face if they have a problem and they offer a refund or another jump. If they have left the site they will email their client and offer the same product or refund. AJ Hackett has appraisals 30, 60 and 90 days into the employees trail, then 6 months later and then every year they will do an appraisal. I think that AJ Hackett would be a great company to work for because they look after their staff really well and they offer some great rewards for working for the company. One of the biggest Health and Safety hazards on site is the staircase because it is designed to look like a bungee cord bouncing back, this is due to customers getting distracted looking around and not focusing on walking down the staircase and they end up tripping or falling
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
Motivation of its employees to provide exceptional services to their customers by supporting their development, providing opportunities for personal growth and fairly compensating them for their successes and achievements.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer’s money, they do not have to answer to management, they can just do it.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
“Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us. -Shep Hyken”. (Morris). Most people know that there is inadequate customer service and excellent customer service. What separates the two? The way you take care of your customers is what will separate the two. If one has attitude and treats the customers in a way that they do not matter most likely they will not come back to the company one works for. Therefore, the company is losing sales. One main
Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such connections is subject to workers "who can modify themselves to the identity of the visitor". Customer service concerns the need an association relegates to customer service in respect to segments, for example, item development and valuing. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback.
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. The Hotel industry not only plays an important role in the life of people but as well as the economy of the country. I spent an hour of my day relaxing in the lobby at the Fontainebleau resort in Miami, while on vacation with my family visiting from out of state. It was my first time staying at the resort so I was eager to check it out, after seeing such great reviews on Yelp and hearing great things from friends who have been there in the past. The employees working at the resort were very welcoming, professional and willing to go above and beyond to help their guests. The check-in process was very quick due to having