Assessment of Customer Service of Hilton Hotel Newport

Assessment of Customer Service of Hilton Hotel Newport

This report is on the Hilton in Newport where I did my work experience

and covers the following aspects:

Part one - A list of agreed service quality criteria.

Part two - The procedures and practices used by managers and staff,

And their effectiveness.

Part three - Analysis of the customer service effectiveness.

In part one I am going to draw up a list of agreed service quality

criteria. I am going to use the service quality criteria for the

Hilton in the department I was working for during work experience; the

hotel restaurant, 'Seasons'. They have 17 customer service brand

standards which are as follows.

* Acknowledge guest at door within 15 seconds.

* Answer telephone within 3 rings.

* Use customer name at least once.

* Remove extra covers (places on table).

* Correct uniform must be worn.

* Handle glasses by base at all times.

* Offer an aperitif.

* Offer bread rolls.

* 10 minutes between courses, unless requested by customer.

* Acknowledge guest at table within 2 minutes.

* Use a tray at all times.

* Offer drink refills throughout the meal.

* Use wine trolley at all times.

* Presentation of bill within 3 minutes in a clean bill wallet.

* Customer satisfaction checked within 10 minutes.

* Thank guest for custom at end of meal.

The above are issued to all employees when working for the company to

ensure excellent service and a high quality stay.

Part Two

This task requires me to investigate the procedures and practices used

by managers and staff to achieve the quality criteria also, Acting as

a mystery customer, evaluate the effectiveness of their customer

service delivery.

The 'Seasons' restaurant is the Hilton's in-hotel food operations used

by not only residents staying in the hotel but also by guests outside

the hotel. Whether or not they are guests or residents the same

service criteria must be followed by all employees in the restaurant,