Quality of Service for Customers in Hotels
For a hotel always concerned about the quality of their service to their customers. However, customers are not satisfied about the quality of those serving. That has led to customers began to complain about the quality of service. Most hotels are known complaints have reduced the assessment of. Especially the complaints related to the long wait at check-in and checkout. This essay will discussion of the factors contributing to the complaint and proposed solutions to resolve them.
Check-in and checkout the traditional style of the hotel is very time consuming because they need to do a lot of steps to get a room for customers. For check-in, the customer is required to sign in and confirm accurate information to customers booking the hotel or not. However, some hotels apart from confirmation of the customer information, they want to get accurate information as to retrieve information their passport or ID card and photo to that information. For the checkout, the customer usually starts paying so it does not take much time compared to the check-in.
Sometimes the problem to check-in and checkout were more problems arise making customers wait longer than usual. The problems encountered in the check-in. hotels sometimes encounter some problems from providing customer information is incorrect. For example, the reservation department was misspelled or misheard customer information that can make wrong customer’s information. Therefore, that customers have to wait long at the front desk. Moreover, to the wrong customer can mistype day staff of customer check-in that leads to customer wait staff find their information and revise reasonable. In addition, not only have the customer fill out wrong information, but the problem also belongs to the housekeeping department. The housekeeper must be doing a lot of room in the day that they sometimes do not promptly the room for guests to come. Moreover, Dube-Rioux, Schmitt, and Leclerc (1989) say that some individuals may infringe
Check-in and checkout the traditional style of the hotel is very time consuming because they need to do a lot of steps to get a room for customers. For check-in, the customer is required to sign in and confirm accurate information to customers booking the hotel or not. However, some hotels apart from confirmation of the customer information, they want to get accurate information as to retrieve information their passport or ID card and photo to that information. For the checkout, the customer usually starts paying so it does not take much time compared to the check-in.
Sometimes the problem to check-in and checkout were more problems arise making customers wait longer than usual. The problems encountered in the check-in. hotels sometimes encounter some problems from providing customer information is incorrect. For example, the reservation department was misspelled or misheard customer information that can make wrong customer’s information. Therefore, that customers have to wait long at the front desk. Moreover, to the wrong customer can mistype day staff of customer check-in that leads to customer wait staff find their information and revise reasonable. In addition, not only have the customer fill out wrong information, but the problem also belongs to the housekeeping department. The housekeeper must be doing a lot of room in the day that they sometimes do not promptly the room for guests to come. Moreover, Dube-Rioux, Schmitt, and Leclerc (1989) say that some individuals may infringe
References: Dube-Rioux, L, Schmitt, BH, and Leclerc, F 1989, ‘Consumers ' Reactions to Waiting: When Delays Affect the Perception of Service Quality’, in NA - Advances in Consumer Research, Volume 16, eds. Thomas K. Srull, Provo, UT : Association for Consumer Research, Pages: 59-63, <http://www.acrwebsite.org/search/view-conference-proceedings.aspx?Id=6881>. Gioia, J n.d, ‘“Welcome to our Hotel” Front Desk Tactics that Engage Guests and Employees and Reduce Complaints’, hotelexecutive.com, viewed 2 August 2014, <http://hotelexecutive.com/business_review/2736/welcome-to-our-hotel-front-desk-tactics-that-engage-guests-and-employees-and-reduce-complaints>. Hotel-online.com 2014, ‘No Wait at Check In + Mobile Key by OpenWays = Happy Guests and Increased Revenues’, February 19, viewed 31 July 2014, <http://www.hotel-online.com/press_releases/release/no-wait-at-check-in-mobile-key-by-openways-happy-guests-and-increased-reven>. Pingitore, G, Huang, W and Stuart Greif M.B.A 2013, ‘Lost in Translation: Cross-Country Differences in Hotel Guest Satisfaction’, The School of Hotel Administration, vol 3 no2, viewed 31 July 2014, <http://www.hotelschool.cornell.edu/research/chr/pubs/perspective/perspective-17383.html>. Solomon, M 2014, ‘Your iPhone as Hotel Room Key: Hilton Shakes Up Hospitality Industry’, forbes.com, 31 July, viewed 2 August 2014, <http://www.forbes.com/sites/micahsolomon/2014/07/31/hilton-shakes-hospitality-industry/>.