In 1997 Hilton Hotels Corporation and The Hilton group PLC announces the signing of a world wide strategic alliance that reunites the Hilton Brand worldwide for the first time in 23 years.
Background information on the Maidstone Hilton Hotel
Hilton Maidstone,
Bearsted Road,
Weavering,
Maidstone,
ME14-5AA
Telephone: 01622-734322
Fax: 01622-734600
The Hilton Maidstone is located on the outskirts of Maidstone, close to the motorway M20 (Junction 7). It is easily accessible via Bearsted train station (5 mins taxi/car) and also Maidstone East and West (15 minutes taxi/car).
The Hilton is a chain of 4/5* star hotels based around the UK and Worldwide. Maidstone itself is a 4* hotel.
It has all of the Services and Facilities you could possible wish for. Obviously the main service that they offer is their 146 rooms that they have, also the food and beverage service that is available either by room service or the actual bars and restaurants in the hotel.
The hotel caters for different types of people whether a business delegate using the conference rooms or a leisure guest using the in-house LivingWell Health Club.
The benefits of excellent customer service for the Hilton Maidstone
Of course the better customer service you and your team deliver the greater the benefits that your company will reap in the future.
Good customer service is likely to lead to customer loyalty and repeat business.
Obviously if you achieve this, your organisation is more likely to achieve its business targets such as maximising profit.
There are many benefits that the hotel can gain by delivering excellent service to external customers such as:
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Satisfied Customers: The importance of keeping customers happy should never be underestimated. This will often involve not just meeting their needs but exceeding them.
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Repeat business and recommendations: Organiations that provide excellent customer service are likely to have loyal customers. Such customers are likely to recommend the company to their friends and family. If a business has a bank of loyal customers and repeat business they have a regular income that they can rely on. Building up good one to one customer relationships is important wherever possible.
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A better or improved public image: In the competitive leisure and tourism industries, organisations with a good reputation are likely to be more successful. All leisure and tourism companies should be striving to create a good public image.
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A competitive edge: Providing excellent customer service will give a business an advantage over another similar organisation that fails to treat their customers as well. This has a big effect on potential profits.
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A safe and secure environment: If the health, safety or security of customers is put at risk then no amount of good customer service is going to put that right. The clear benefits to an organisation are that customers can be confident that they can us the facilities and services without any personal risk.
Providing excellent customer service to internal customers such as co-workers and business associates is likely to result in:
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A pleasant work environment: When staff members know that they can count on each other for assistance, they will work together more efficiently.
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Improved job satisfaction: working together towards the common goal of providing excellent customer service to both external and internal customers allows staff to take pride in their work.
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Improved chances of promotion: Taking personal responsibility for providing assistance to your colleagues increases a staff members value to the organisation and increases the chances of promotion
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A more efficient work force: Increased efficiency through staff working and collaborating together is likely to lead to greater productivity.
Of course, the above facts above do not work by themselves. The hotel staff member has to apply a good level of presentation and communication to create the right impression because you are a representative of the hotel. People say that you only get one chance to make a good first impression and that is certainly true.
Presentation
There are obvious guideline for clothing standards and personal hygiene such as
- Clean Plain black shoes. No boots allowed.
- Hair should be clean and dry before work. Beards, sideburns and moustaches are fine as long as they are kept neat and tidy. Short hair must me kept neat and shaved patterns and dreadlocks are not acceptable.
- Jewellery must be kept to a minimum such as one wedding ring, engagement ring or plain band is allowed. A single pair of earrings- can be either plain studs or small hoops. Tattoos should be covered up at all times whilst on duty.
- Please keep all make up to a minimum. Please do not wear a strong fragranced aftershave/perfume. Nails should be kept neat and tidy
