• 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)

    which then goes into the interviewing process. After the interviews a candidate should be chosen, they are then contacted with the offer for the position and then the contract of employment is drawn up and signed and the unsuccessful applicants are contacted.

  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 ...

    References: This is important to check the candidates information and previous history about them Candidate's feedback: This is the feedback which when you interview the candidate it is required to have that in order to if the candidate wants the information about them.

  2. Presenting Business Information

    Logs are very powerful tool, many business around the world now have logs to make them distinguished from their competitors. Tesco.com Logos help the business to attract customer attention, let the people know about the company, allow customers to identify their best company.

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

    With this, procedures and policies are simplified and departments and authorities are delegates by branches. But organization must focus people management rather than rules of administration. Organization branches and its departments must focus on its own human resource management plan.

  2. Unit 13 Applied Business

    I have listed advantages and disadvantages below. Advantages: - Visual image of planning progress - Task is shown and described clearly - The order of the task is shown - Outcomes of decisions are shown during the planning process Disadvantages: - There is no time scale - No quantitative data is shows, for example, the duration of a task.

  1. People in Business

    ROLES AND RESPONSIBILITY Although specific functions of office and administrative support supervisors and managers vary significantly, they share many common duties. For example, in Primark supervisors perform administrative tasks to ensure that their staffs can work efficiently. Equipment and machinery used in Primark departments must be in good working order.

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

    or negative points they may be doing and suggest ways in which they can improve. This would be a cost effective method of monitoring the level of customer service and can be easily carried out, it would also mean that cast members get the experience of on the job training.

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