Customer Relations and Service in Hospitality Industry

Citation

Bhatta, Nikhil. (2020). Customer relations and service in hospitality industry. (Cooperative Education). Bangkok: Siam University.

Abstract

This cooperative report entitled Customer Relations and Service in Hospitality Industry has the goals to investigate how important giving proper customer service and maintaining strong customer relationship is in the hospitality industry. The objectives of this study includes the impact of customized service, product quality and value which the customer demands and how we are able to satisfy them. At Novotel I was assigned to work as a guest service agent in the Front Office Department. My main responsibilities were to provide detailed information to our guests, promote our hotel services to them, help them upon check-in and check-out and make sure that their stay with us is pleasant and wonderful. Upon the completion of my internship I found that while working in a hotel, we may have to tackle various issues and problems like the service standards, needs and wants of customers and customer behavior and attitude. With changing time and technology customers now expect more quality service and value for their money so we should be able to adapt efficiently to the circumstances and try to follow up to every little problem or issue that customers have and try our best to resolve them. At a professional level it is important to remain calm in such situations and offer quick and effective decision making which I learned through my training at Novotel and I also consider this invaluable for my professional development and career.

Keywords: Customer Service, Hospitality, Value.

Customer Relations and Service in Hospitality Industry

Faculty of Business Administration, Siam University, Bangkok, Thailand