This assessment task comprises of two parts: the first part in producing a Customer Service Handbook as a go-to resource that guides service employees from understanding the hotel’s service concept to...

Running Head: HOSPITALITY MANAGEMENT                        1
HOSPITALITY MANAGEMENT                                2
HOSPITALITY MANAGEMENT
[CONSTRUCTION OF CUSTOMER SERVICE HANDBOOK: PART A]
Table of Contents
Introduction    3
1. The Hotel’s Service Concept    3
2. Strategies for Managing Service Encounters    4
3. Strategies for Managing Service Quality and Satisfaction    5
4. Managing Service Processes and Environments    5
5. Managing Service Failure and Recovery    6
Service Failure    6
Service Recovery    7
6. Managing Internal and External Customer Relationship    8
Conclusion    8
References    10
Appendix (For Further Information)    11
1. The Hotel’s Service Concept    11
2. Strategies for Managing Service Encounters    11
3. Strategies for Managing Service Quality and Satisfaction    11
4. Managing Service Processes and Environments    11
6. Managing Internal and External Customer Relationship    12
Introduction
Superior and satisfactory hospitality should be maintained in every hotel in order to impress the customers and get responsive and deserving feedback. The customers should get reliable services with all the luxuries facilities such as comfortable rooms with bathrooms and balcony, restaurants with bar, gym, 24 hours café, gift shop and many more. Apart from these several offices should be there for the employees of the hotel, housekeepers’ room, kitchen, several washrooms; a reception with a huge lounge, garden and swimming pool. All these criteria should be there in an Eight-point hotel with seamless quality service and maintaining the above criteria we are supposed to design a hotel management and planning for Samudra Grand hotel with the help of the following components.
1. The Hotel’s Service Concept
It is very important to maintain a proper service and design a well-organised and advance plan in order to meet the customers’ expectation. Therefore, while dealing with the planning the hotel service provider should not only develop the idea about the requirements of the customers but also should undergo about their experiences encountered during their services. The customers visit a hotel with lots of expectations. Therefore, the service provided should meet their need.
Firstly, the customers should be attracted and impressed by the physical ambience of the hotel, the behaviour of the gatekeeper, behaviour of the hotel manager and receptionist, the well-mannered nature of the escort boy who will take the customers in their respective rooms. Secondly, the room should be neat and clean, well furnished, with proper electricity supply of the television, internet, geyser, water heater, mobile charging point, air condition. Thirdly, power back up should be provided in case of load shedding.
Fourthly, water bottles with snacks, sachet of tea and coffee should be provided to the customers for refreshment purpose, which would thereby act as a complimentary gift. The staffs of the hotel should maintain a uniformity and food should be kept available whenever the customer demanded. The reception facilities should always be available. As mentioned by Bustamante and Rubio (2017), all the luxury hotels should adopt the Technology- Based Service (TBS) in order to remain updated in front of their customers and to create innovativeness in their business.
2. Strategies for Managing Service Encounters
In order to acknowledge the service encounter behaviour of both the customers and the service provider a well structure, meanness and clarity is needed in this regard. Mis- behaviour of the staff or poor interaction with the customers can thereby misguide, mislead them to choose another option.
The plan of a service provider to manage their customers should go like this – after the arrival of the customers, a polite supervisor should show them the parking area and after getting down the luggage should carry out by an escort boy towards the main building of the hotel. After arriving at the hotel, the gatekeeper should welcome them by saluting or shaking hands and they should be provided with a complimentary drink. Now the discussion regarding payment should clarified in the reception area, after which the escort boy would take the customers to their respective rooms.
As mentioned by Delcourt, Gremler, De Zanet and van Riel (2017), the strategies of service encountered involves several roles like technological role, employee’s role and customers’ role as well as services. Second of all the management should recruit right employees who can maintain a genuine and decent behaviour before their customers and should maintain the decorum and policies if the service. The third strategy is to hold people accountable.
3. Strategies for Managing Service Quality and Satisfaction
In order to improve the service quality in any hotel management certain procedures should be maintained. First, measuring the service quality delivered to the customers. The quantity as well as the quality of the service should be measured to achieve the customers’ level of satisfactions. Measurement of...