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Customer Service in Leisure and Tourism Essay

For my Leisure and Tourism Unit three coursework I am investigating the Customer Service used in the Hilton Hotel chain. More specifically I am researching the Customer Service used in the Maidstone based hotel. Customer service includes all contact with the customer, as well as the products and services that the organisation offers. In simple terms, it means putting the needs of customers first. Customer service may involve direct contact, such as when dealing with a customer face to face, or indirect contact, for example, in dealing with complaint letters.

Good customer service is vital to run a successful organisation and to make a profit over similar types of venues in the surrounding area. It can all depend on whether you and your colleagues can deliver a high level of this important skill. Background information of the Hilton Hotel chain The Hilton brand started off in 1925 in Dallas, USA with Conrad Hilton ‘building’ the first hotel. In 1946 the company expanded and Hilton Hotels Corporation is formed and listed on the New York Stock Exchange with Conrad Hilton as president.

In 1997 Hilton Hotels Corporation and The Hilton group PLC announces the signing of a world wide strategic alliance that reunites

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the Hilton Brand worldwide for the first time in 23 years. 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: 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. 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.

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. 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.

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