Project Of Marketing

HO CHI MINH CITY UNIVERSITY OF INDUSTRY INTERNATIONAL FACULTY BUSINESS ADMINISTRATION DIVISION

BSBCMN 310A: DELIVER AND MONITOR A

SERVICE TO CUSTOMER

THE CUSTOMER SERVICE OF

NEW WORLD HOTEL

Student’s name: Vu Tra Thanh Son

Lecturer: Miss Nguyen Thi Thu Thuy ID Student: 0512610 Class: DBA 8A2

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NOMINATE A SERVICE INDUSTRY OF OUR CHOISE. RESEARCH AN ORGANISATION WITHIN THIS INDUSTRY. WE PREPARE A REPORT DISCUSSING THE TYPE OF CUSTOMER SERVICE IN PLACE AT THIS ORGANISATION

IDENTIFYING THE TARGET MARKET

All of districts in the HCM City. Nowadays, with the development of the modern life is the demand more higher more of people. Understanding the psychological and with purpose answer the requirements needs and want of customer. Present day, there have many service centre to be grown. Depends on types of customer service. For clarify understand, I will introduce with everyone one service also quite important in the modern life right day that is Hotel services. Now we will enter in New world Hotel, Please! Could you like look in a cursory way about “ New World Hotel Organization Chart”,

please@ : General Manager Executive Staff Assistant G. Manager Rooms Division Front Office Room, Mail, Information Clerks Page 2

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Housekeeping Housekeeper, Housemen, Housemaid, Linen Maid, Room Attendant

Service F& B Food Purchasing Steward, Storekeeper, Pantry man, Iceman Food Preparing Head Chef, Cooks, Butler, Pastryman, Baker Maitre d’hotel Captain, Waiter, Busboy Beverage Head Bartender, Bartender, Porter, Barboy Accounting General Cashier, Front Office Cashier, Restaurant Cashier, Income Auditor, Account Receivable, Night Auditor Receiver, Paymaster, Timekeeper Sales Advertising men, Group Conference, Sales Representatives Security Engineering Carpenter, Plumber, Electrician Minor

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New World is a modern and deluxe hotel, it also in one of biggest hotel in Viet Nam countries. The standard is modern five-star hotel.

The services that a modern hotel, especially a deluxe hotel provides for its guests are getting more and more extensive and sophisticated. The thousands of hotels all around the world compete with one another in adding new temptations to the already dazzling array of services. Travelers. On business or for pleasure, have never been so comfortably, luxuriously and conveniently accommodated, so meticulously served, so well fed and so happily entertained. The present day traveler can have all the comfort of their home throughout his trip and in most cases even find themself more comfortable and pampered.

TYPES OF CLIENTS: New World also the same, the adversary who Hotel is interested is that: guests deluxe and people who have a life standard from middle stream to upstream. Especially is all travelers all over the world.

With this competition market target, New World has been bringing

strategically road for customer service For clear understand more, we will give a report discussing the type of customer service in this place, please everybody to refer in this continuous page.

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SPECIFIC NEEDS AND EXPECTATIONS OF CLIENTS: Because clients here usually belong upstream class and the main is travelers so: • To be so comfortably, luxuriously and conveniently accommodated. • So meticulously served. • So well fed and so happily entertained. • Airport limousine. • 24 hours room service. • Valet service. ( dry clean, pressing and laundry). • In-house doctor. • International cuisine ( French, Chinese, Italian, Japanese and American). • Fitness center. • International direct dialing. • Room with telephone, color T. V. set, in-house music, radio, coffee maker, inhouse movie, an international newspaper, refrigerator, mini bar, and private bathroom scales. • Shoe-shining service. • Telex and facsimile service. • Bank office ( money exchange). • Free maps and brochures and entertainment guide. • Game room. • Massage parlor. • Sauna room. • Swimming pool. • Bowling alleys.

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• Bell and checkroom service. • Taxi service. • Car hire. • Translators. • Discotheque. • Lobby and poolside bars. • Delicatessen. • Boutique. • Nigh clup with lice floor show. ---------------------------------------------------------------------------------------------------

HOW THE NEEDS OF CLIENTS ARE MET? When the guests booking room, the reservationists receives must carry on and make the procedure really quickly and legally. However, ensure that all of it enough and safety of course. Beside that the food and beverage department is a very important division of a hotel. It is often one of the foremost income earners for the hotel. In fact, food and beverage is such an indispensable part of a hotel that in China a hotel is called “ dafan dian” meaning “ grand restaurant”. A deluxe hotel can boast many food and beverage outlets and Hence, New World is not also exception. The restaurant service in a New World Hotel is expected, talk another way. The need of clients are met, mush:  Always nice to the guests.  To be fast, polite.

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 Very professional and of top quality. Looking back in Housekeeping department of New World hotel, the needs of clients are: •Rooms should cleaned. •All of them look clean, tidy, well appointed. •Comfortable.

STANDARDS AND PROCEDURES THEY MAY HAVE IN PLACE ON CUSTOMER SERVICE: 

When a guest with a hotel reservation arrives at the front desk, the receptionist greets the guest and then gives out an registration form to the guest to fill out.

 When the guest has completed the form, the receptionist must make sure that such information items as the guest’s full name, address, nationality, forwarding address, the purpose of his visit and signature are entered correctly and legibly. 

If the visitor is an alien, information about his passport number, place of issue and date of issue also need to be recorded.



The receptionist must also check and make sure that such reservation details as room type and departure date are not changed.



Beside, the receptionist is also responsible for answering any questions from the guests, helping them with any problems that they may have, answering telephones and taking messages for the guests and handling complaints from dissatisfied guests.



When large tour groups and conference guests check in, it is always advisable for the receptionist to require the tour leader or the conference

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coordinator to handle the registration forms and hand it over to the front desk himself.

 After a guest is properly registered, the receptionist gives the guest his/ her room key, tells him/ her of his/her room number and the floor it is on and the daily room rate.

 Then he/ she gives the guest his/ her key card that was prepared while the guest was completing the registration form and explain the hotel’s service to the guest or inform the guest of the place the guest can find information about the hotel’s service himself. 

Finally he should wish the guest an enjoyable stay at the hotel.



Because guest usually demands the same standard of service as he or she finds in other areas of the hotel’s service. So everything, from the delicacy, taste and sanitation of the food to the stock of wines, the serving skills of the waiters and waitresses, the décor and the atmosphere and even the music and the entertainment must be on a par with that of the best of eating establishments in the city.



With the five-star rating in hotel business. In a three- star restaurant only the very best food and wines are served.

o Housekeeping department, together with rooms division, food and beverage department, auditing department and the engineering department, make up the five basic departments of a hotel – it is responsible for cleaning the guest rooms and making them look clean, tidy, well-appointed and comfortable. The housekeeping department also does such work as to set up and to take apart banquets, exhibitions, conventions and conferences.

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o Even such trivial carelessness as an unemptied ashtray or waste basket, an improperly cleaned bath tub, or an unthoroughly dried bed sheet absolute can not accept.

 In handling complains ( people who make complaints and criticism can be friendly and reasonable, they can also be rude and abusive). Hotel staff must: •Should always be ready to lend an attentive ear to what the guest has to say and always hear the guest out. •Must not interrupt the guest unless necessary

•Also advisable for him/ her to jot down what the guest has said, then make a short apology and express his/ her understand of the guest’s situation or sympathy with the guest. •After that, the sfaff member should take actions quickly to remove the complaint, either by making polite, patient and detailed explanations or making swift, effective corrections and remedies, or reporting the complaint to a superior. •But whatever intends to do, must keep the guest informed of the measures or actions plans to take and when will carry them out.

In New World hotel also have standard and procedures in “Checking Out” on customer service: We can speaks in a namely way: When preparing a guest’s bill the cahier should pay special attention to the following things: 1. Check if the guest has paid a reservation deposit. If he has, take the amount of his deposit out of the bill. 2. Check with the guest if he/ she is entitled to any kind of discount or complimentary rate. If he is , make the necessary deduction,

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3. Remind the guest to return his room key to the reception before he leaves the hotel.

4. If the guest settles his/ her account in traveler’s check, make sure that he countersigns the check in front of you. Not accept checks that have already been countersigned. Then compare the two signatures carefully. When a traveler’s check is suspected to be a counterfeit, firstly, look at the check closely and see if the portraits and patterns are clearly printed. Then feel the check with your hand. If it is a Thomascook traveler’s check, the fringe should be printed in relief. With American Express traveler’s check, if we rub t with a wet finger, holding the check face down the blue ink on the left face value spot comes off. With other traveler’s checks the cashier can look for watermarks by holding the check against the light or look for the special ink color by putting the check under a ultraviolet light. The above- mentioned measures are applicable to foreign bank notes too. 5. . In case when the guest wants to pay his bill by credit card, the cahier should always follow the procedure below: a) Check and see if the card is still valid. The expiration date can be found at the front bottom of the card. b) If our hotel has received a warning notice, check and see if the guest’s card number is listed on the latest copy. If it is, the card is no good. Remember the person’s room number and remember how he/ she looks if possible and report it to you superior immediately, if the guest’s card is not listed on the latest copy of warning it is good. c) Imprint the card onto a sales voucher and then write out on it the amount of transaction and date.

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d) Make sure that the amount of sales does not go beyond the authorized credit limit. e) Ask the cardholder to sigh in the designated space and then compare the signature with the signature panel on the back of the card. f) Give the cardholder’s copy to the guest and keep the establishment copy in your files for one year. Mail the remaining copy to the credit card company within specified number of days accompanied by a complete summary card.

THE MONITORING OF QUANLITY CUSTOMER SERVICE? Hotel management to be determined to do organize a periodical meeting for all staff member working in organization for take opinion from groups and through that. Summary to review and to bring these issues out in to the open, after to lodge a protest with purpose to bring about, to take appropriate measure which improved in a best way. Beside that, for the correctly understanding “quality customer service” of staff, the management must: •

Set camera in necessary any where.

• Give for client customer satisfaction questionnaire. •

Interviewing customer.

•

Use special mission unit.

• All of a sudden, to check. . •

Telephone survey to approve the clients.

•

Personal interview staff.

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MECHANISMS TO GOING CLIENT FEEDBACK?

Give the questionnaire to clients when they checking out. Send mail for clients through their address which they are bequeath in hotel. To telephone to inquire after clients and through give their view about satisfied in our hotel: Ex: question may be Are you satisfied with customer service in our hotel? If client say no, we should ask: What point are you feel dissatisfied in that, please! …………… However, we must certainly that: we ask and need answer sentence from clients with attitude: •

To show them great kindness

•

Ensure effectively listens

•

No matter how the person behaves the hotel staff should always try and be nice to them.

•

Always remember that: an argument with the guest is the most undesirable thing that can happen to a staff member and the hotel.

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MAINTAINCE OF CUSTOMER SERVICE AFTER FEEDBACK. ADDITIONALLY PROVIDE YOUR OWN OPTION ON HOW THEY COULD POSSIBLY FURTHER IMPROVE THEIR CUSTOMER SERVICE.

Through feedback of customers and staff, we find that: 80% clients please with service. 10% clients don’t please. 10% clients have others ideal about service way. From that results we must improve: •

Training staff

•

Distributing

•

Researching client’s Market

Conclusion To sum up, we can see and recognize that: the success of any business in the hospitality industry depends on people pleasers. With good training and a lot of practical experience with guests, everyone can master the art of being nice to guests. Just keep one thing in mind, that is, a dissatisfied guest means a loss of potential future business while a pleased guest leaves the hotel with a warm memory of the hospitality he has enjoyed end an inclination to repeat his visit to the hotel. That’s

also the main and outstanding strategy in a clients service way of our New World Hotel!

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