Tracy Gallimore

Business Coursework

Unit 10  - Customer Service

Chosen Organisation:  Travel Inn

  Travel Inn’s are reasonably priced hotels, which are aimed at people who intend to stay for a short period of time, or who are simply passing through. Travel Inn’s can be found in nearly 250 locations conveniently located throughout the UK.

    Travel Inn belongs to the “Whitbread Group Plc”.  Whitbread plc are a leading UK food, drinks and leisure company. It operates and owns some of the country’s most popular restaurants, pubs, hotels, leisure clubs and shops. The Travel Inn itself sits in the “Whitbread Hotel Company”. The hotel company was launched in 1996, and is now the third largest company in the hotel industry. As well as the Travel Inn the company also consists of names such as, “Marriott Hotels”, “Country Club Hotels” and “The Brewery”.

 A Typical Travel Inn

    What you can expect from a typical Travel Inn is as follows;

The Bedroom

  The standard price of a Travel inn room is £44.95. This price is per room and not per person. So you can have the choice of having a room to yourself, yourself and a partner or a family group. Below shows an example of the room you can expect to find in a Travel Inn.

 Travel Inn want to ensure that their customer’s have a good night sleep, so they feel that the following facilities provided will achieve this.

  • A comfortable king size bed along with duvet.
  • TV and Radio alarm.
  • A Spacious desk area.
  • Tea, coffee and hot chocolate.
  • En-suite bathroom with bath and shower.
  • Blackout curtains. Which ensures that the morning light will not disturb the customer.

For the customer’s convenience they also provide:

  • A choice of smoking or non – smoking rooms.
  • Irons, hairdryers or other personal care items, which are provided at the hotel reception.
  • Also customers pay on check- in, which means a hassle free departure.

The Breakfast

( Source adapted from Travel inn.co.uk)

Start your day in style with the Travel Inn breakfast.

                               

 For £4.50, enjoy the continental breakfast which includes fresh fruit, fruit juice, Kellogg’s cereals, yoghurt, croissant, toast with marmalade or jam and freshly brewed tea or coffee.

For just £6.50, enjoy the continental selection plus the traditional breakfast which includes grilled back bacon, sausage, eggs cooked the way you like them, hash browns and fresh tomato and mushrooms.

Kids eat free! Children aged 10 and under enjoy a free breakfast. Terms and conditions apply.

Eating and drinking

 Each Travel Inn has a licensed bar and restaurant. They aim to provide great value, great service and great food.

 Restaurants included at many Travel Inns are names such as “ Beefeater”, “Out and Out”, “TGI Fridays” and many more.

How to pay

 At the Travel Inn, payment is on arrival. This is so that customers are given a quick and easy departure.  They accept all major credit cards, cash ,cheques and also vouchers.

Mission Statements

  The purpose or direction of an organisation is usually identified in the form of a mission or vision statement. This expresses the organisation’s intent and can be used as a basis for developing specific objectives. Below shows the mission statements for Whitbread and the Travel Inn.

Whitbread Hotel Company:

“At the Whitbread Hotel Company, we aim to be the best hotel group in Britain by satisfying our customers better than our competitors. To do this, we will provide Our Best For Every Guest”

Travel Inn:

More people choose to stay with us than any other UK hotel company, because we guarantee ”Everything you want for a good night’s sleep”.

Nature and Roles of Employment

  There are a wide variety of different jobs available to people who would be interested in working in the hotel industry, such as Whitbread and the Travel inn. Jobs range from managerial positions, to such jobs as bar staff or waiters/waitresses. There are jobs in this industry to suit many people’s needs.

   The Travel Inn in particular takes great care in who it employs. They want to make sure that they hire the right person for the job, so that everything can run smoothly for the company and also that customers can have reassurance that staff are around to help them.  They want to look for individuals who can make the customers feel relaxed and at home. People who can put themselves in the customer’s shoes and anticipate their needs.

Roles of Employment within the Travel Inn:

 Below is information about some of the different jobs that can be found within the Travel Inn.

Receptionist:

                          This job involves assisting the reception Manager plus team leaders, to ensure the operation runs as smoothly as possible. Also to ensure the delivery of Travel Inn standards and the achievement of many business objectives. Main tasks as a Receptionist include the providing of top customer service from reservation to check- in. Taking phone calls, dealing with guest’s queries and also cashiering.

Join now!

Chef:

                        This involves assisting the Food and Beverages Manager. Tasks include the production of all menu items at a consistently high standard whilst adhering to the food hygiene legislation and the Health & Safety at Work Act. Responsibility for the smooth running of the kitchen must be taken into account and to make sure that a positive and professional work environment is maintained.

Night Porter:

                        This job is for people who want to work on late shifts and who show maturity and intuitive.  Within the Travel Inn a typical shift runs from 11pm to 7am. The job ...

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