Part A
| Information source | Star rating | Type of business | Customer needs | Customer expectations | Customer satisfaction levels |
| Proud Mary
( this research is conducted by reviewing the online reviews) |
4.6 | Café | Food and Beverages | Food safety and taste of food should be high and the good customer service | Very Good |
| Kangaroo Inn
( this research is conducted by analyzing past experiences of the past visits) |
3.8 | Hotel and Accommodation | Food beverage and accommodation for the stay | Food should be good quality and stay in the room should be hygienic | good |
| The online survey from the website that is present | 3.6 | Hotel and accommodation | Food beverage and accommodation for the stay | Food should be good quality and stay in the room should be hygienic | Good |
| Marriott International) (This research so conducted based on the review of friends who have visited Marriott international. | 4.0 | Hotel and Accommodation | the stay was great and the services were great. | the expectations with the food were more. There can increase in the varieties and taste of the dishes can also be improvised. | Good |
| Smith | 4.3 | Hotel and Accommodation | the stay was great and the services were Excellent | Food should be good quality and stay in the room should be hygienic | Nice |
| Will | 4.2 | Hotel and Accommodation | Food beverage and accommodation for the stay | Food safety and taste of food should be high and the good customer service | Good |
Part B
- Wedding Function Policy and Procedure
| Marriott International Hotel
Weeding Function Policy and Procedure |
| Policy Statement
Marriot international believes that there must be smooth conduct of the wedding Function in the wedding hall with high decoration. |
| Aim
Marriot international aims to ensure high-quality decoration and smooth conduction with all programs at the time. |
| Goals
The goals of the hotel are to ensure that: · All the necessary events should take place on time · Separate wedding hall decoration with all the necessary guest list and food |
| Procedure
There will be proper management of all events like catering service, wedding plan, and guest area in the hall and the stage for the wedding will be set for the conductions of wedding events. |
| Training
· The general manager of Marriott International is responsible for organizing and conducting the training session for the staff members. All the staff members must be trained to deal with the issues and they must know how to behave with the customers. |
- Customer Complaint Policy
| Marriott International Hotel
Customer Complaint Policy and Procedure |
| Policy Statement
Marriot international believes that the customer’s complaints and feedback are important and this makes the hotel’s perfect policies. |
| Aim
Marriot international aims to ensure that the security complaint must take seriously and solved properly. All the customers must believe that when they complain, their complaints will be listened to and solved immediately by the Marriot international hotel management. |
| Goals
The goals of the hotel are to ensure that: · Complaints of customers should be taken seriously. · Complaint procedures should be aware of the procedure. · In writing personally, all the complaints of the customers will be responded to by the heads of departments. |
| Procedure
The complaint from the guest are will be orally and the relative manager for the solution and these complaints are solved in less time. |
| Complaints procedure
Oral complain · All the complaints of the customers will be taken seriously. · It will be made sure that must behave in a good manner with the customers when they are complaining about anything. Staff must behave calmly and in a respectful manner. · The blame must not be accepted by staff, excuses can be made. |
| Written complains
· When the comparison of the customers is received verbally it must be passed on to the person who is in the name of the complaints manager and in the complaint book the complaint must be registered. |
| Training
· The general manager of Marriott International is responsible for organizing and conducting the training session for the staff members. All the staff members must be trained to deal with the issues and they must know how to behave with the customers. |
- Coffee service standards policy and procedure
| Marriott International Hotel
Coffee service standards policy and procedure |
| Policy Statement
Marriot international believes that there is a proper policy for the coffee services that are provided in the hotel |
| Aim
Marriot international aims to ensure that the policies of coffee services are to be followed and there should proper maintenance of the coffee service by the staff |
| Goals
The goals of the hotel are to ensure that: · The coffee should be served by the staff members should be well mannered · Coffee standards are to be maintained by the chef. |
| Procedure
The preparation of the coffee should be hygienic and the serving should the well-mannered and well-behaved and the order should be completed on time. |
| Training
· The general manager of Marriott International is responsible for organizing and conducting the training session for the staff members. All the staff members must be trained to deal with the issues and they must know how to behave with the customers. · All the staff members will also be provided training about proper customer service training and service standards will be also explained to them. |
Part C
| Develop quality customer service practices feedback form | ||
| Feedback type | ||
| Name of policy and procedure: Coffee service Standard Policy and Procedure | ||
| Comment |
Questions |
|
| Good Coffee Service policy and procedure in my knowledge | Is there enough preparation hygiene for the coffee? | |
| Procedures are accurate and effective for the coffee serving. | Is the staff who is serving enough trained and know the policies on how to serve? | |
| Yes, all of my complaints were handled and responded to effectively. | Do your complaints handled effectively? | |
| Name | ||
| First Name:
Customer 1- Will Customer 2- Michal Customer 3- Peter |
Last name:
Customer 1- Smith Customer 2- Smith Customer 3- Smith |
|
| Describe feedback/ opportunities for further development
The feedback that 3 customers gave on the policies of Coffee Service Policy and procedure and customer complaint policy and the procedure is good but the comment was that there should be well-trained staff for service and the chef who is preparing the coffee must know the standards and safety of the coffee so that the served coffee should be well decorated. The feedback received by one customer about the complaints was that all his complaints were handled effectively. |
| Develop quality customer service practices feedback form | ||
| Feedback type | ||
| Name of policy and procedure: Coffee service Standard Policy and Procedure | ||
| Comment |
Questions
|
|
| Good Coffee Service policy and procedure in my knowledge | Is there enough preparation hygiene for the coffee? | |
| Procedures are accurate and effective for the coffee serving. | Is the staff who is serving enough trained and know the policies on how to serve? | |
| Yes, all of my complaints were handled and responded to effectively. | Do your complaints handled effectively? | |
| Name | ||
| First Name:
Customer 1- white Customer 2- Henry Customer 3- Nicolsan |
Last name:
Customer 1- camron Customer 2- charles Customer 3- Smith |
|
| Describe feedback/ opportunities for further development
The feedback that 3 customers gave on the policies of Coffee Service Policy and procedure and customer complaint policy and the procedure is good but the comment was that there should be well-trained staff for service and the chef who is preparing the coffee must know the standards and safety of the coffee so that the served coffee should be well decorated. The feedback received by one customer about the complaints was that all his complaints were handled effectively. |
3.
| Develop quality customer service practices feedback form | ||
| Feedback type | ||
| Name of policy and procedure: Coffee service Standard Policy and Procedure | ||
| Comment |
Questions |
|
| Good Coffee Service policy and procedure in my knowledge |
Is there enough preparation hygiene for the coffee? |
|
| Procedures are accurate and effective for the coffee serving. | Is the staff who is serving enough trained and know the policies on how to serve? | |
| Yes, all of my complaints were handled and responded to effectively. | Do your complaints handled effectively? | |
| Name | ||
| First Name:
Customer 1- Will Customer 2- Alex Customer 3- David |
Last name:
Customer 1- Ishani Customer 2- Warner Customer 3- Carry |
|
| Describe feedback/ opportunities for further development
The feedback that 3 customers gave on the policies of Coffee Service Policy and procedure and customer complaint policy and the procedure is good but the comment was that there should be well-trained staff for service and the chef who is preparing the coffee must know the standards and safety of the coffee so that the served coffee should be well decorated. The feedback received by one customer about the complaints was that all his complaints were handled effectively. |
Part D
In the workplace of the hotel that I was researching, there are the three quality services that are practiced in the hotel, they ensure that there will be
1) Smooth service should be provided to the customer and
2) Practiced professionalism in the workplace in customer service and also the
3) Maintain the behavior of the attitude that the priority will give. As people, first attitudes and these are evaluated based on the feedback from the customer and the surveys that are conducted regularly from the customers.
Against the quality service expectations, these practices will be evaluated by seeking feedback from the customers and regular meetings will be also conducted to evaluate the above practices.
Some of the failings which are identified are-
- Customer satisfaction
- Customer Services
- Communication
But there are some lacking that are needed in the customer service the behavior of staff towards new customers is not good and then there is a service gap between the customer and due to this, there will be frustration in the customers and this results in the downfall of the image of the Hotel.
Part E
| Quality Planning | Quality control | Quality Assurance | Quality Improvement | |||
| PLAN | DO | CHECK | ACT | |||
| · Communication will be done.
· Training will be provided to the staff members about the product and how should complaints of the staff must be handled. · Booking issues will be resolved. · Customer Satisfaction |
Increase in the complaints from customers | Communication among the Staff must be on time. | Customer complaints will result in reductions in the numbers | Staff should be well trained and monitored continuously if any lack of communication action should be fast to mitigate | ||
| · Training will be done.
· Training will be provided to the staff members about the product and how should complaints of the staff must be handled. · Booking issues will be resolved. · Customer service |
· provided when they are recruited newly.
· Once every week it will be done. |
· be provided when they are recruited newly.
· Once every week it will be done. |
The training of staff should be there and make aware staff about the different behavior of the guest | Proper interviews and qualified members | Trained staff must be there | The customer service will improve in a great way. And the service quality will be improved |
Policies and procedure
- i) Employee Product Training Policies & Procedures;
timely training will be provided to the staff members. In the training, the product knowledge will be given to them and they will be also trained to effectively management the customer’s complain and they can increase the customer’s service experience.
(ii) Employee Work Ethic Policies & Procedure;
Guidelines will be prepared for all the staff members of Marriott International to do the right thing and all the time they must behave at high standards.
All the staff members of the Marriott international must show the following ethics in their work-
- Integrity
- Honesty
- Discipline
- Fair and respect
- Accountable and responsible
(iii) Booking Policies & procedures.
In the booking policy and procedure all the information about the prices, room types, packages, inclusion, add-ons, and other details will be provided.
Bookings can be done by calls or online