• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Developing Customer Relations

Extracts from this document...

Introduction

Unit 2 - Developing Customer Relations P1 - describe 3 different types of customers and their needs and expectations You work for Forte Lodge Hotel in Manchester. You have been in the Customer Service department for the last three months and your supervisor has asked you to complete the following table. Internal customer- a person that works in the business External customer - a person that does not work in the business Routine - something that happens every day e.g. a customer wants a vegetarian or halal Non- routine - if someone is about to propos to someone this would not happen every day, these are things that don't really happen everyday Customer Needs & Expectations How can we deal with it Internal - Your supervisor wants you to produce a report on staff absences The supervisor expects wants a report and information, if it's not possible to be handed on time it has to be said before the deadline, she expects you to use absence report this should be Accurate and handed in on time. ...read more.

Middle

should use last years rota to make sure you have changed it and use last year's rota and make a new one. Give a draft to staff and ask for any changes if they are not happy with it. External - A Business woman arriving at the hotel for a meeting She would need information and expects the employee to be kind and helpful e.g. greet the business woman positively show what room the meeting is in. She expects all the equipment to be in the right place and all the refreshment to be made and done. The employee should try to make all the room organised and ready with refreshments, Stationary e.g. pens, note pads and paper. smart board compute enough chairs and make sure the room is prepared and looking professional and tables with computer etc that could be one of the way the employee can deal with it the other way is that the employee should send an email or phone call to say if she would like any changes made. ...read more.

Conclusion

Give the correct information. The employee should be prepared to answer any questions that the man may ask. External - A foreign woman wanting to book a room The foreign woman wants correct information because she might not speak English. She might want an escorted and taken to her room. She expects to be checked in as soon as possible so the employee should tell the women the terms and conditions e.g. the day of arrival must be checked out by 12.00 on the day of departure. The way the employee should deal with it is to offer her an interpreter and translator. Then have her check if the room is clean before she comes. The employee can arrange the luggage to be escorted and sent some one to show the around the hotel then taking to her room e.g. give her leaflets in her language about the hotel and the activities in it such as swimming pool, gym, sauna and golf course. ?? ?? ?? ?? Siham Fadhil. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level People & Operations Management section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level People & Operations Management essays

  1. Marked by a teacher

    Roles and Responsibilities of Staff Members at McDonalds.

    5 star(s)

    Identify the job vacancy. Job description. Person specification. Advertise vacancy. Application forms. Short listing applicants. Interviewing applicants Offer of employment. Contact unsuccessful candidates. Contract of employment. This process is used by many businesses and companies including McDonalds, it is the simplest way to understand what happens in the recruitment process.

  2. recruitment at the Marriott Hotel

    The reason that they advertise in the places they do is because it relatively cheap to advertise in the job centres and the jet centre, it is free to advertise on their own website and on their job notice boards, and on the occasions that they use regional newspapers the

  1. Recruitment. I am writing this report to describe how each organisation plans and conducts ...

    If this process is going to be worthwhile for the JCC it has got to be valid, free from interviewer bias and prejudice, and the interviewers need to be open and listen to other interviewers take on candidates and look at the candidate from a different point of view.

  2. Presenting Business Information

    for example contacting suppliers and customer with the business new products or services. Confidential information like the data of the staff cannot be discussed on the Telephone. Interviews: In Tesco managers do interview to recruit new employees however mangers do interview with disciplinary or grievance issues.

  1. The main aim of this research is to evaluate the information on the human ...

    In the man power forecasting techniques the managers across all the levels depend on their own judgment. This can be bottom up or top down approach and judgment is reviewed in all departments and top management concludes on the total number of employees.

  2. Monitoring, Maintaining and Improving Customer Service at Disneyland Paris

    Other methods of how Disneyland Paris maintains a high level of customer service focal points are the length of time customers have to queue for the various rides and attractions. In order for Disneyland Paris to maintain the high standards Disneyland have now created 'fast passes' which can be purchased by any customer.

  1. AS Btec business. Report on understanding how businesses operate.

    force the manager of Tesco's to either do what the workers ask for, or fire them and find other employees. Suppliers want steady orders and prompt payment. They also want to feel valued by the business. Tesco's suppliers want Tesco to be loyal and not suddenly decide to have a different supplier.

  2. Free essay

    Investigating Customer Service at a school and at Asda.

    This will result in, the lessons been unsuccessful and pupils won't be getting the education that they expect. Another expectation of a teacher is to have a reasonable amount of staff meetings. Teachers expect to have about one meeting a week.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work