Creating a Culture of Customer Care of a Hotei
Creating a Culture of Customer Care
I am Alice Hendry, the general manager of the Mountain High Hotel Complex. This is my first appointment to this level of management and I hope I can make a contribution to the Complex. With the approximate 3 months’ observation, I made this report for the board of directors with the approach of promoting a culture of customer care for all customer to increase the level of business during the quiet seasons which need all the staff at the Mountain High Hotel Complex to support.
Our hotel complex has numerous kinds of operations, such as hospitality, bar and night-club, sports fitness centre and swimming pool. In additon, the hotel complex has some characteristic operations, including sports shops, lessons guided tours, mountain gondola and ski lifts, which are associated with the snow skiing in the winter and mountain biking in the summer. Therefore, at present we have a settled younger sporting clientele during the summer and winter months and this is our strength. In spite of this, I am aware that other types of customer should also be considered about because these new clientele like mature customers may increase the level of business during the spring and autumn when the mountain biking and skiing are unavailable. In other words, our profits would be rised with the ever-increasing number of the customers and finally, there would be no so-called off-season. So we should create an excellent culture of customer care for our complex and train all of the staff.
Our staff have defficiency on the identification of customers and we should identify the customer of our complex comprehensively first. To begin with, in terms of the traditional customers, they must be the travellers. This group of customers includes the travellers for holiday and travellers for business and they are always the loyallest customers for a hotel. Then, there exists some modern customers. To be specific, more and more people would like to travel with others
I am Alice Hendry, the general manager of the Mountain High Hotel Complex. This is my first appointment to this level of management and I hope I can make a contribution to the Complex. With the approximate 3 months’ observation, I made this report for the board of directors with the approach of promoting a culture of customer care for all customer to increase the level of business during the quiet seasons which need all the staff at the Mountain High Hotel Complex to support.
Our hotel complex has numerous kinds of operations, such as hospitality, bar and night-club, sports fitness centre and swimming pool. In additon, the hotel complex has some characteristic operations, including sports shops, lessons guided tours, mountain gondola and ski lifts, which are associated with the snow skiing in the winter and mountain biking in the summer. Therefore, at present we have a settled younger sporting clientele during the summer and winter months and this is our strength. In spite of this, I am aware that other types of customer should also be considered about because these new clientele like mature customers may increase the level of business during the spring and autumn when the mountain biking and skiing are unavailable. In other words, our profits would be rised with the ever-increasing number of the customers and finally, there would be no so-called off-season. So we should create an excellent culture of customer care for our complex and train all of the staff.
Our staff have defficiency on the identification of customers and we should identify the customer of our complex comprehensively first. To begin with, in terms of the traditional customers, they must be the travellers. This group of customers includes the travellers for holiday and travellers for business and they are always the loyallest customers for a hotel. Then, there exists some modern customers. To be specific, more and more people would like to travel with others