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The Dependence of The Tourism and Hospitality Industry on The Quality of Customer Service

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Providing quality and excellent service is very important in Hilton hotel but in the hospitality industry, it is first priority to provide excellent service and satisfy customer needs because the hospitality industry has to provide what they promised and meet customers’ expectations.

Why evaluation plan needed in the Hilton hotel

An evaluation plan critically examines the progress of your organization. It collects and analyzes information about the organizational requirements. A well-planned and carefully executed evaluation plan will benefit an organization in various ways. An evaluation plan can help to identify areas that require for improvement and help you to realize your goals or aims efficiently.

Monitoring can be done by two keys.

  • Customer’s feedback by means of manner of client questionnaires, comment playing cards, client forums, word of mouth
  • Staff feedback by the way of mystery customers, complaints/compliment letters, and external comments.

Evaluation can be done in various ways:

  • Employee Turnover

In human useful resource terms, worker turnover is a dimension of the way lengthy your employees live together with your company and the way often you need to update them. Any time an employee leaves your organization, for any motive, they’re referred to as a turnover or separation.

  • Awards

The company gives the awards like respect to the best manager, executive officer, and to other staff.

  • New customers

We believe that the statistics we have provided on our internet site will come up with an amazing summary of our operations and extensive perception of our management system and the well-known resort in Singapore.

  • Level of complaints/compliments

‘Complainants’ are described as clients who’ve had recent trouble, and feature advised a member of personnel approximately it. They have now not necessarily lodged a proper grievance, and their issue might also or won’t be captured in an enterprise’s court cases monitoring machine.

Hilton garden inn Singapore service standards for customers

Plan ahead and save. Include Hilton Garden Inn in your plans and you can save up to 15% off our Best Available Rate* by booking with us in advance. Available with a limited supply, guests can take advantage of our great benefits like cooked-to-order breakfast, evening room service, and complimentary Wi-Fi. Plus earn Hilton Honors points on every stay.

  • Staff feedback: if the hotel gives a discount to all customers (it’s some cheaper for them) and make not so much profit.
  • Guest/client feedback: this type of offer for some short periods and is limited also and so many customers cannot take advantage of this type of offer.

Analysis of information using agreed techniques

  • Impact analysis- This is a simple technique that is used to assess the impact of specific environmental changes in an organization or its competitors. Simply impact analysis means a contingency plan or backup plan for an organization.
  • Pastel analysis- This technique uses to search for information on political, economical, social, technological, environmental, and legal aspects. This technique assesses the impact they make on the tourism and hospitality industry.
  • SWOT analysis- SWOT is a technique to find out particular strengths, weaknesses, opportunities, and threats of any particular company.

Identifying strengths, areas for improvement, and repeat customer complaint patterns

Strength of Hilton hotel

  • Experienced staff- Main strength of the hotel is the experienced staff and they are dedicated to their work, punctuality, are honest, focused, and good listeners, and have various types of organizational skills.
  • Quality service- The hospitality industry’s first aim is to provide the best quality services or deliver professional, helpful, high-quality service and meet customer expectations.

Improvement plan based on complaints in Hilton hotel

Based on the above complaints there are various improvements are needed in Hilton hotel like the staff of the hotel have to understand the customer and their needs, act quietly when problem arise, develop clear process and procedures to govern complaints, and develop pro-active management approach, check customer feedback daily.

Recommendations for improvements that are practicable and which offer value for money

  • Seek and analyze customer feedback-The Hilton hotel does not make assumptions only, organizations look for ways to find out what its customer needs and invite them for help to become better.
  • Review individual performance regularly- An organization must review staff work regularly and individually, by doing this staff work properly and sincerely. Undertake performance reviews not just during the annual appraisal.
  • Invest in customer service training- Every organization must invest in customer service training. Develop your own internal customer service training session which increases or raises the importance and gets your employees really involved.

Value for money

Your clients are the backbone of your business. They are the source of current benefits and the establishment of future development. So I think the above improvements are more beneficial or more value for money for customers either than for an organization because after these improvements customers are more satisfied and this increase the profit of the organization.

Understanding of the entire hospitality system in the tourism and hospitality industry

Using a quality system or quality service in the tourism industry is very important in Hilton hotel because customer satisfaction is the first aim of this industry. Quality is the delivery of service that meets the standard which is set by the hotel. Guest requires quality service and reward with loyalty.

Definition of ‘Quality’, attributes and indicators of quality

  • Quality

Normally quality means fully meeting customer needs and requirements all the time. Quality is the experience of the customer. Service quality perception comes from your service process design and the customer contact impressions.

  • Quality attributes

Quality attributes can be implemented on those organizations which have adequate resources and have an effective quality team which maintain quality and training department. Quality attributes are many like availability, performance, reliability, security, and conceptual integrity. Quality attributes are realized non-functional requirements used to evaluate the performance of a hotel.

  • Quality measures
  1. Total quality management (TQM) – Total Quality Management is an organizational management strategy which aspires to improve the quality of products or services
  2. European foundation of quality management (EFQM) – A measure for benchmarking, self-assessment, and improvement. EFQM promotes the following things like setting a target, providing consistent leadership, provide opportunities and development.
  3. ISO 9001 – ISO 9001 covers the process relating to production and service. The international organization for standardization (ISO) has defined a series of standards for hotels, which all hotels have to follow like improving quality, rules in quality management, and reduce wastage and defects.

Explaining the components of an effective system

The quality management system is a collection of plans, policies, and procedures for the production or development of products or services. This set of rules or policies is implemented in the organization to satisfy the needs of its customers.

Components of an effective quality system in Hilton hotel:

  • Leadership- Leaders of an organization set a vision or direction for the organization like set challenging goals, they maintain an internal environment by which employees contribute fully.
  • Engagements of people- Employees working at all levels are part of an organization so all of them must involved or participate for continual improvement. Hilton hotel always arranges open discussion of problems or knowledge sharing and uses their abilities in a proper way.
  • Process approach- The desired outcome is achieved more efficiently when activities and related resources are managed as a process. Like measure capabilities of activities, and develop improvement opportunities.
  • Relationship management- Hilton hotel depends on customers mainly but this hotel also maintains good relations with suppliers, and shareholders in the company, establishing relationships considering both the short term and long term.

Explaining identify problems, defects, and shortfalls against quality standards

These are some reasons for defects and problems against quality standards like standards being managed by the wrong people, not properly understanding the need of quality standards, and shortfalls in designing the overall system.

Some points show how effectively quality standards should be used to overcome these defects or problems in Hilton hotel.

  • Strategic quality planning- Strategic quality planning includes the aim, goals, vision, and values for Hilton hotel. Effective strategic quality planning efforts employees take into consideration for the development of goal, aim or values of hotel.
  • Quality improvement culture- Hilton hotel is always ready to improve their quality standards because the quality management system is a continuous process and this requires continuous improvement in policies, plans implemented by the management of the hotel.
  • Focus on customer requirement- It is essential to measure customer requirements because today customers require perfect quality of service and products without any defects. So the hotel has to focus on customer requirements for long-term survival.

Explaining how quality standards can be used to make improvements

Some benefits for Hilton hotels using quality standards

  • Increase level of profit- Setting quality standards may increase the profit and it the main benefit that Hilton hotel requires. Hilton hotel use quality standards effectively, so they get a higher level of efficiency and productivity which automatically increase the level of profit.
  • Make a better decision- Having proper quality standards, procedures or structure which helps management to make a better decision for the hotel.
  • Improve customer satisfaction- Using a quality management system will definitely improve customer satisfaction and quality standard and also help in maintaining good relations with customers and Hilton hotel. Hilton hotel depends on customers and therefore this hotel understands customers’ future or current needs.
  • Increase in production- Proper evaluation of quality standards help Hilton hotel to improve its production level. A better quality standard process helps in performance consistency. An increase in production help hotel to achieve the goals which they set.
  • Benefits-using standards give so many advantages like it will reduce business risk, improve performances, becoming more sustainable.


Customer service has to be managed properly. Customer service in the tourism and hospitality industry is very important because they are totally dependent on their customers. Proper customer service is important to satisfy their customers. Customer Satisfaction is of utmost importance in the hospitality and tourism industry. The customer is the person behind whom this whole industry is running. Every hotel and restaurant wants its customers to be fully satisfied so that they can make an impact on the customer. Every hotel and restaurant has to establish a standard of their customer service and which should be regularly improved. The hospitality industry has to anticipate the needs and wants of their customers so that they can be fulfilled without the customer asking for fulfillment of these services. Hotels and restaurants should regularly be in touch with their customers while they are on their visit to the place. The hotel and restaurant should manage data with regard to customers’ comments. This will help in improving the shopper services. Hilton hotel is famous for its customer service, which makes it different from other hotels and restaurants.

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