The City Continental Kensington Hotel is a three star hotel. It is located at 11-13 Penywern Road, Earls Court, London. Earls tribunal is the Centre of attractive force for the tourer from all over the universe from many decennaries. This Report emphasizes on the feedback methods, uses to roll up sentiments and remarks from the invitee about The City Continental Kensington Hotel. The study explains about the utilizations of these collected feedbacks and how these feedbacks are responds.
Next, This study analysis the impacts of the feedbacks on the client attention schemes. The study gives an overview about the smooth operations of The City Continental Kensington Hotel and every bit good as the stairss it takes while implementing alterations in its client attention schemes and processs. Last there are few recommendations and suggestions for the hotel ‘s client attention schemes, which improve the productiveness and word of oral cavity.
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The City Continental Kensington Hotel is a portion of the Splendid Group of Hotels, and used to be known as Comfort Inn, Earl ‘s Court. It is nice and low-cost hotel harmonizing to the installations whether situated in the bosom of London. It has sixty suites wholly which includes twenty little suites, 33 dual room and seven three-base hits ( Family ) suites.
The City Continental Kensington is a delicious hotel that prides itself on friendly service, efficient and attentive.A The freshly renovated suites designed, modern, professional and friendly staffs create a pleasant and loosen uping atmosphere for all guests.A The City Continental Kensington provides low-cost adjustment ( as comparison to other hotels ) in Kensington near Olympia Exhibition Centre & A ; Earls Court Exhibition Centre. Earls Court station is two proceedingss walk from City Continental London Kensington Hotel, which has first-class connexions to all parts of London.
CUSTOMER CARE STRATEGIES:
Harmonizing to Thompson B ( 2008 ) Customer attention is all about handling other people the same manner you would wish to be treated.
We are all here to supply a public service. People want accessible, efficient services and we must all strive to run into these demands. Customer attention means supplying a good quality service in a friendly, efficient and helpful manner, continually endeavoring to better services, by guaranting good communicating and a positive attitude to clients. Whatever the state of affairs, our clients have the right to be treated with self-respect, regard and courtesy. In all instances we should supply our clients with every bit much information as possible, and if a service is non available an account must be given.
Good client attention is the duty of everyone and the purpose of this scheme is to supply counsel to staff that will enable them to cover with clients efficaciously.
We should handle clients with honestness and regard. Remembering the administration ‘s values:
focal point on our clients ‘ demands ;
being unfastened and accountable ;
supplying equality of chances ;
developing employees ;
doing best usage of resources ; and
Working as a squad.
Feedback:
Harmonizing to Kurtz D, et al. , ( 2009 ) , Feedback is a manner to mensurate client satisfaction sing organisation ‘s current public presentation.
The client positions and reappraisals about the company ‘s merchandises and services are really of import for organisation. It helps to increase the quality of their merchandise and services. All type of attempts to acquire responses and positions from clients are the feedbacks, which are of import to organizational point of position. Feedbacks aid organisation to heighten and develop their services and merchandises harmonizing to their clients ‘ demands.
Methodologies to Roll up Feedbacks:
There are several methods of roll uping client feedback. For illustration, remarks card, Email based feedback, Web based feedback, Feedback box, Face to confront feedback, Telephonic feedback, Touch Screen Information Kiosk etc. But it is difficult to utilize all these types of feedbacks in a individual organisation. So each organisation collects feedbacks with different ways harmonizing to their suitableness and budget. As The City Continental Kensington is non a immense hotel, so hotel is non passing that much on the feedback aggregation. But The City Continental Kensington has strong feedback system and they are working on it for the concern of the administration. Hotel is utilizing some low-cost but efficient ways to roll up feedback. So, the methods used at The City Continental Kensington for roll uping feedback are so simple. For illustration ; face to confront feedback, email based feedback, Feedback Box.
Respond to Feedback:
Management is responsible for reacting the feedbacks to the clients within the five on the job yearss. Management kept the records of the feedbacks they received from the agent ‘s hunt engines or from the remarks given by client at response. Follow-up action is taken by the direction every bit shortly as possible consequently. The City Continental Kensington responds to these feedbacks or positions in two different ways. Normally direction respond to these feedbacks and positions via electronic mail but sometimes via station every bit good. Management Then they try to decide if it is any complain consequently.
The different methods of roll uping feedback are discussed in item. In add-on, illustration of each method is given below, and the impacts of those feedbacks are besides discussed:
Face TO FACE FEEDBACK:
Ziguras C ( 2000 ) defines face to confront feedback as, positive or negative feedback given to the present organisation representative. It is one of the oldest signifiers of communicating in which 1 has to be upfront, where attitude and organic structure linguistic communication plays a really of import function. It ‘s non clip devouring every bit compared to other methods and gives accurate consequences without any intuitions.
Advantages:
It does non tire the respondent and ensures full and accurate informations. Tourists may prefer as it ‘s a good manner of interaction and acquire immediate response for that.
Disadvantages:
The invitee might non experience comfy to show their positions and knock straight to a individual. Business travelers might non prefer as their cherished clip is utilised.
Examples:
Once, a client complained about the staff of life quality and the juice concentration. When the direction receive this complain, direction done a study about the bread quality but 99 % consequences was positive afterwards direction ask to the juice supplier to cover with the concentration of the juice, they have done some alterations.
Now its quality and concentration are reasonably good. Management had received 100 % positive feedbacks about their Continental breakfast. Management has post an grasp missive to the client and they have besides explain about the action has taken afterwards.
Impacts:
As discussed above this is an efficient manner of roll uping feedback and direction demands to react and move rapidly to work out the issue. As above feedback was about issue of quality of the breakfast, serve at The City Continental Kensington. So, Management decided to make a study and they have got favorable consequences about bread quality but juice quality and concentration was dubious and it was the issue of many clients.
The City Continental Kensington is purchasing the juice from the Cencura Drinks Providers. Duty Manager of The City Continental Kensington Hotel has contacted the Cencura ‘s Management about its quality and concentration. Management of Cencura guarantee The City Continental Kensington ‘s direction that concentration of juice will be changed and quality would be increased. After all these colonies direction sent an apology missive and appreciate the client for his feedback. Management inform him about all the stairss they have taken for quality betterment.
EMAIL BASED FEEDBACK:
Harmonizing to Gong W and Stump. L. ( 2007 ) the most advanced, fast and convenient method of feedback is having or directing it utilizing electronic mail via cyberspace in presents scenario. It uses engineering therefore really convenient for invitees who are on a move like concern and leisure travelers. It besides includes letters which is a printed or written message, turn toing to an association or a individual. It is the most common and effectual method but clip consuming.
Advantages:
The most convenient manner of feedback for the concern, leisure and famous person invitees as it can be done when they are on a move and less clip is utilised.
Disadvantages:
The old age invitee might non utilize this method of feedback as it includes usage of computing machines and they might non be that computing machine literate and engineering friendly.
Examples:
Reception supervisor received an electronic mail, a client was explicating about his effort to do a reserve over telephone. Customer complained that he can non understand the name of the response staff and name of the hotel. Email was saying that receptionist was unable to understand the client over the telephone. He was n’t satisfied with the response staff of the City Continental Kensington. Supervisor discussed it with the staff, and sends an electronic mail apologising for his incommodiousness. Supervisor made his reserve with a complementary Wi-Fi verifier. Supervisor has sent him an electronic mail for appreciating his enterprise.
Impacts:
As above illustration, a client ailment about the deficiency of telephone accomplishments or communicating accomplishments of the response staff, feedback plays an of import function to admit that staffs at response is non able to execute his responsibility. Reception supervisor look into the all scenario, and it come up with communicating spread in the accomplishments of the receptionist. In this manner, the feedback has performed an of import function of acknowledging that what is degree of the response ‘s communicating accomplishments.
WEB BASED FEEDBACK OR REVIEWS:
This feedback is based on client pick as he went back from hotel ; if he wants he can go forth a reappraisal on the agent ‘s web site ( from where he has reserved room in the City Continental Kensington ) . When person leaves reappraisals about the City Continental Kensington, an machine-controlled electronic mail generated by the agent ‘s waiter comes to the City Continental Kensington. ( City Continental )
Advantages:
It is besides an easy manner of roll uping client feedback. It is cost effectual and anon. manner to roll up feedback from big figure of client rapidly and expeditiously. Data digest and tabular matter, processed automatically in this method, which cut down the work and salvage clip as good.
Disadvantages:
The old age invitee might non utilize this method of feedback as it includes usage of computing machines and they might non be that computing machine literate and engineering friendly.
Examples:
An machine-controlled electronic mail was received by supervisor from the agent ‘s web site ; a client from Italy leaves a reappraisal about his visit to London and remain with the City Continental Kensington. He stated that foremost as he is non good in speech production and understanding the English linguistic communication. But he called at response and attempts to talk in English but unluckily, he was unable to explicate anything in English, he asked about, is at that place anyone who can talk Italian, the receptionist was an Italian, he was satisfied with his Italian communicating.
Then he describes that he like the room, its size, cleanliness and rates. He was happy to be the invitee of the City Continental Kensington. He besides stated that he will come once more and will inquire to his friends and co-workers to remain in the City Continental Kensington, whenever they visit London.
FEEDBACK BOX:
Harmonizing to Davis, D and Meares, D ( 2001 ) It is a written papers given to the invitees to supply their valuable feedback. At The City Continental Kensington hotel, feedbacks box plays an of import function as it ‘s a great tool of having guest testimony and ailments if any. All the suites in The City Continental Kensington have feedback signifier with direction about make fulling it with their few personal inside informations and dropping it in the feedback box in the anteroom.
Advantages:
A self-generated feedback is received about the services offered. It is cheaper as compared to other methods. They can be easy analysed and compared therefore tracking the client needs. This is preferred by concern, leisure and local invitees.
Disadvantages:
Includes restricted options because of limited infinite on feedback signifier. Manually supervisor has to take these from feedback box and expression after every card therefore it ‘s clip devouring. It is non dependable as invitees in a haste might non give the proper feedbacks. It is possible that client can non happen the feedback box in the anteroom.
Examples:
As feedback box is under supervising of the response supervisor. He found a feedback signifier with complain about the response staff improper behavior upon look intoing him in. It explains that when client entered in the hotel staff was busy on telephone, and he was non talking in English but any foreign linguistic communication. When he saw the client, his look was excessively ill-mannered every bit good as his voice. He was speaking to some of his friends ( client guesses that! And it was true when investigated ) . Reception supervisor has taken in notice and gave warning to that staff and send an apology missive via station to that client.
Impact:
As feedback ever has a great impact on any merchandises or services and it is a nice manner of admiting the criterion of the services and merchandises, here is an illustration of that, when a client gives feedback on a feedback signifier and drops it in the feedback box placed in the anteroom. When response supervisor gathered all the feedback signifier, and starts analyzing these feedback consequently, he founds a immense ailment about a receptionist that he was non executing his responsibilities at response.
On the other manus, he behave impolitely, which is precisely saying that he do n’t hold any thought about client service. When supervisor investigated that staff, it consequences in the verbal warning to him and supervisor has done apology and thanks the client for passing his cherished clip on the feedback and admit him about the client service preparation for discussed staff.
HOW THE CITY CONTINENTAL RESPONDS?
Many illustration exist when administrations had moved frontward merely due to the collected feedback. This study has discussed few methods of roll uping feedbacks with illustrations. It besides stated the impacts of the ailments on the profitableness of The City Continental Kensington. There are three chief issues are discussed above in the feedback chapter. Before discoursing the response of The City Continental about these feedbacks, it ‘s better to cognize about the consequences of these negative feedbacks.
RESULTS OF CONTINUOUS NEGATIVE FEEDBACKS:
If the City Continental Kensington does non cover with or react to these negative feedbacks it will be ensuing in many more issue. These issues are as follow:
Negative Promotion:
First, it will travel with the negative promotion, it includes the feedbacks on the agents website, from where client has booked the hotel, it will be negative promotion. Because whenever person wants to reserve a room in the City Continental Kensington hotel, he will read all these remarks and decidedly prefer to remain in any other hotel.
Loss of repetition concern:
It is when a client is non satisfied when go forthing, he will non come to the hotel once more, and he will make the negative promotion every bit good to his friends and co-workers. It will impact the reputation of the City Continental Kensington.
Loss of gross:
Due to negative selling and losing the repetition concern, there will be uninterrupted lessening in the popularity of the City Continental Kensington and the client measure. The marks could non be achieved and it will be immense loss for the City Continental Kensington.
Staff Employee turnover:
It could be result in the high staff turnover, which will increase the cost of engaging. In this manner the City Continental Kensington will be losing more money.
RESPONDING:
The feedback which the hotel receives from the invitees does non travel into files. It is taken into strong considerations evaluated and the invitee is finally responded. The organisations undertake possible solutions to better the feedback they have received. These solutions are as follows:
Training:
The staffs need to be given proper developing harmonizing to the criterions of the organisation. As there are several negative feedbacks ( particularly one given in illustration ) on staff behaviour the response supervisor holds hebdomadal preparations to better the staff degree of client service to keep their criterions. The response staff should be educated about accomplishment edifice and client satisfaction in conformity to the client attention policies followed by the City Continental Kensington.
Supervisor has train the staff by working with them, and explicate them how to pass on with the clients, face to face and over telephone every bit good. Supervisor has given a preparation brochure, which explains about the etiquettes of communicating.
Expect the demands:
The City Continental Kensington to retain its client should ever make the wow factor in the clients mind. The direction is explicating about this to the staff that how client has to retrieve the organisation and demands to see once more. Anticipation is a technique which creates the wow factor. It is transcending the guest outlooks. It merely means that the staff should recognize what the invitee needs even before they ask for it. The staffs are practising this for executing better in the hereafter.
Benchmarking:
The organisation needs to put a certain criterion to remain in front in the competitory border market against the rivals. Attempts should be taken to keep its quality position. Practical solution should be implemented to client ailments so that the clients are satisfied and therefore the quality is maintained. ( Brodie et al, 2009 ) ( Stone et al, 1992 )
Recommendations:
As per the above analysis of the client feedbacks, the identified jobs are the communicating accomplishments of some of the staffs, their client service accomplishments and quality of the Continental breakfast.
Where, one of the illustrations was about the multi-lingual staffs, which was appreciated by the invitee.
Therefore the City Continental Kensington is missing in client service, nutrient quality and communicating accomplishments, and these can be improved by following certain steps. It is really indispensable for the success of The City Continental Kensington hotel to accommodate new policies and incur necessary alterations to the current lacking policies. The hotel enterprise to transcend the client satisfaction.
To be multi linguistic is surely an accomplishment and benefit for the staff therefore, the hotel provides multilingual staff and ushers to tourers on petition it is best in the involvement of the hotel that they train their existing staff to be multi linguistic. In this manner they avoid costs on enlisting and hiring of such staffs. The hotel will hold to bare merely the preparation costs and maintain the trained employees in the hotel and therefore can supply better client service. ( Caterer, 2010 )
As the City Continental Kensington is a portion of The Splendid Group of Hotels, they have their preparation workshops for client service and pass oning efficaciously quarterly. They can direct their staff to acquire preparation over at that place on these two rudimentss and chief accomplishments. It will salvage their cost and will be more suited. And being a immense group they certainly keep bettering their preparation methods and would be developing more expeditiously and efficaciously.
The City Continental Kensington has to study at least quarterly about the quality of their staff of life and the juices. It will assist to keep the criterion. And sometime it will assist to better the quality every bit good. Because nutrient is the most of import thing in life, which should be a quality nutrient in order to safety steps of the wellness of the clients.
IMPLEMENTING CHANGES TO POLICIES AND PLANS:
While implementing the Multi Lingual staff on petition policy which is missing in client service following factors can be considered to do the necessary alterations.
Customers:
At The City Continental Kensington hotel the bulk of the invitees are leisure invitees. They come from all around the universe. Thus all of them do non talk English doing a linguistic communication barrier because of which it becomes really hard for the invitee to interact with the staff. It is best in the involvement of the clients to develop the staff to be multi linguistic. This gives an added advantage to the service and quality of the service offered to the invitee. For illustration if a Italian invitee is remaining at the hotel and he can pass on with the staff in Italian he ‘ll be much more convenient and would certainly return to the hotel as he feels comfy to pass on as an illustration is given in feedback chapter.
Cost effectivity:
Cost plays an of import function in implementing a client attention policy. The City Continental Kensington hotel has to make up one’s mind on whether to implement long term ends which are low cost or short term end which is high cost. Equally far as multi linguistic staff policy is concerned and developing the staff at The Splendid Group of Hotel, it is a long term end therefore incurring low cost. It is really of import to develop the internal staff which will pull some preparation costs but will be far less than engaging new staff or set uping some contract with the translators. In this manner the policy can be considered as cost effectual. ( caterer,2010 )
Time:
The effectivity of the policy depends on how much clip does it take to implement it and is it realistically possible to accomplish the marks within the set clip period. The staff preparations should be provided on hebdomadal footing at least after 3 months or till the staff is trained so that the nexus is non broken for a long clip and the staffs are trained in a better and effectual manner therefore reacting to the invitee quickly and fluently. ( Waldersee et al, 2004 )
FACTORS CONSIDERED BEFORE IMPLEMENTATION:
Impact on clients:
The City Continental Kensington hotel ever thinks for their client ‘s satisfaction. Thus it is really of import to measure the positive results before implementing any policy. The multi linguistic staff policy will evidently fulfill the invitees as bulk of the invitees are international travellers therefore supplying them with their linguistic communication staff will do them experience comfy to interact and the staff will be in a better place to understand the client petitions and orders. For illustration if a international invitee talking foreign linguistic communication like Spanish or German sees the web site of The City Continental Kensington hotel which provides multilingual staff it will pull the invitee to remain at this hotel therefore increasing the concern of the hotel.
Impact on employees:
The quality of staff at The City Continental Kensington hotel is at par as compared to the other competitory hotels. The hotel takes excess steps to supply first-class service quality. The staff will hold to bare some more burden as apart from their difficult work and busy agenda as they will hold to be trained for these multi lingual, client service and communicating accomplishments. But the staff should be motivated positively as it incurs benefits for them.
Impact on finance:
The preparation for the multi linguistic, client service and communicating accomplishments will pull preparation costs which should be borne by the hotel as it will better the service quality. The higher direction will hold to O.K. on the budget involved in improvizing the preparation for this multi linguistic accomplishments. Furthermore it is far cheaper than engaging professionals on petition and making contracts with bureaus for translators. ( Caterer, 2010 )
Mentions:
Davis, D and Meares, D ( 2001 ) . Multinational instruction: Australia online – critical factors for success. Sydney: IDP Education Australia.
Kurtz D, et al. , 2009, Contemporary Marketing, 2nd Edition, Cengage Learning, Canada
Stone, M. & A ; Young, L. ( 1992 ) , Competitive Customer Care: A Guide to Keeping Customers, London, Croner Publications Ltd.
Ziguras, C. ( 2000 ) . New frontiers, new engineerings, new teaching methods. Educational engineering and the internationalization of higher instruction in South East Asia. Monash Centre for Research in International Education: Melbourne.
Brodie, R & A ; Cretu, A. ( 2009 ) . Brand image, corporate repute, and client value. In: A Progresss in concern selling and buying. 15th erectile dysfunction. London: Emerald Group Publishing Limited. p263-387.
Gong, W and Stump L. ( 2007 ) Global cyberspace usage and entree: cultural considerations. Asia Pacific Journal of Marketing and Logistics, 19 ( 1 ) , 57-74.
Thompson B ( 2008 ) , Customer Care Strategy, West Lothian Council Deliver, 3 ( 1 ) , pp. 2-13
Waldersee, A & A ; Griffiths, A. ( 2004 ) . Implementing alteration: duplicate execution methods and alteration type.Leadership & A ; organizational development diary. 25 ( 5 ) , p424-434.
