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Customer Service Analysis Between MacDonald Hotel and Chester Zoo.

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Introduction

P1 Macdonald hotel First impressions First impressions are a very important in the role of customer service to any organisation, when looking at Macdonald hotel at first glance it overlooks very beautiful landscaped gardens and had spectacular views from the entrance. The hotel itself looked like a Georgian mansion and it was obvious that it was very luxurious, my immediate reaction was that it is very high standard to match with the 5 star rating. On our entrance to the hotel we waited in the foyer for the staff to guide us to our way into the hotel, the receptionist was very pleasant and welcoming. The foyer was of a grand décor with leather sofas and chandeliers. Company image The company image was highly respectable through the design and layout of the hotel and the uniforms and presentation of the staff (blue). The logo of Macdonald hotel is not very sophisticated and looks a bit vintage and boring; but it is very recognisable and this a credit to the company. The stylish meeting and function rooms, gardens and sensuous spa were kept trim and tidy. The rooms that we visited were all kept very neat and clean, over all the hotel was top-quality. Speed and accuracy of service On arrival we had to wait quite some time before being taken around so the speed of service would be a bit slow for us and there was only one concierge for the customers so this lead to other customers having to wait in the lobby area, but taking into account we were a large group and the hotel was quite busy when we arrived, they were quite efficient. However, the accuracy was perfect as the information that was provided to customers of rates and availability were correct. Products and services offered Products and services that are offered exclusively from Macdonald hotel in Bath is a plush and elegant interior, private butler service in the imperial suite, pool, gym, hydro pool, whirlpool, thermal suite, elegant meeting and conference facilities and an award winning restaurant. ...read more.

Middle

Poor public image ? if the zoo gets bad public image possible customers will not return back to the zoo. An edge over the competition Providing excellent customer service will lead the zoo having a competitive edge from their competitors and the customers will come back again, therefore the other zoos will have decreased their sales and profits. Lack of competitive edge ?They will lose in their competition because if they have unsatisfied customers then the competitors will gain more sales and profit. Happy workface (job satisfaction): Good internal customer service means that staff will get more job satisfaction. This simply means they will enjoy their work more and are more likely to do it to their full capacity. This means that customer service will be greatly improved. Unhappy and inefficient workforce (no job satisfaction) ? in an organisation if the staff are not happy, then it will lead to de-motivated staff and the customer will not be satisfied. M1 Macdonald Hotel Macdonald hotel meets specific customer needs as they have facilities for every type of customer. Individual guests using a single room may benefit from a reduced rate at selected hotels. When no single room is available, individual guests may book a double or twin room for sole occupancy. These rooms may carry a supplement at select hotels. Children under the age of five can stay and eat free at Macdonald hotels, when sharing a room with two paying adults on the same meal basis. For guests with impaired mobility the hotel offers modified facilities such as TTY for the telephone, visual or flashing fire alarm, and a vibrating alarm clock. Other special facilities such as having main level access to public areas and in-room accessibility which includes * An accessible path from the room entrance to the window * An accessible path from the room entrance to at least one side of the bed * An accessible path from the room entrance to the toilet * Accessible hardware and minimal resistance to ...read more.

Conclusion

Tourists and visitors could be offered with a discount on their next visit; this will not just attract more tourists to the attraction bus also make it popular as the word of mouth will spread Visit Chester zoo can be combined with other tourist packages at a discount rate. There are a few facilities that could engage parents of people with very young children, thus the implementation of a crèche for toddlers and children, would attract a wider scope of people and families. Chester zoo does have a play area for children but not one with staff looking after the children as the parents go away to visit the zoo so they can either adapt the play area by adding staff there and making a secure as possible environment or build a complete new one. They should implement this because some people with younger children may fear that bringing children to a zoo would be a problem as they might get scared, bored or tired of walking as the zoo is very big, thus building a crèche would allow people to leave their child in a safe and secure environment where they can play with toys and with other toddlers whilst the rest of the family can enjoy a great day out. The cost of hiring staff could be covered by charging a little extra with a family ticket and if there is an emergency such as the child getting sick or having an accident the parents can leave their phone number to contact them. Whilst visitor numbers have recovered recently, following years of decline, it is estimated that without substantial investment numbers will decline. Chester Zoo competes with a range of leisure based activities including with retail shopping spend and other tourism attractions in the UK and Zoos internationally. There is a need to invest and reinvent itself if it is to remain competitive for leisure based expenditure. They can add more entertainment animal shows, food and beverage venues, 4D short movies related to animals (sea-life centre already has this) and simulated safari rides, to appeal more to the teenager market. ...read more.

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