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Customer Service Management In Hospitality And Tourism In Hilton Hotel Singapore

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Hilton hotel Singapore providing high quality services to the customer. It is a 5 star hotel in Singapore. It is situated at 581 Orchard Rd, Singapore. There are so many accessibilities like public entrance, guest room, elevators, and public rest room. Set in a concrete-and-glass constructing within the Little India district, this polished motel surrounded by using stores and eating places is a four-minute stroll from the nearest subway station, and 4 km from The Esplanade – Theaters at the Bay waterfront appearing arts complicated. Warm rooms come with loose Wi-Fi, flat-display TVs and mini fridges, plus tea and coffee making facilities. Some have bay windows and/or metropolis views; upgraded rooms characteristic balconies and/or sofa-beds. Room carrier is to be had. Amenities include an airy grill-fashion restaurant, an out of doors pool and a gymnasium. There’s additionally a 24-hour comfort store, as well as coin-operated laundry centers. There are so many things around the hotel like Broadway hotel, TEKKA center, little India metro station and taxi stand for approaching the airport.

Customer service operation in hospitality and tourism

Customer carrier is the manner of making sure purchaser pride with a services or products. Often, customer service takes place even as acting a transaction for the client, such as creating a sale or returning an item. Customer service can take the shape of in-person interplay, a cell phone name, self-service structures, or by way of other approach.

Anticipating customer needs is an important part of hospitality business. Anticipating needs helps hospitality industry to grow personal and professionally. Customer needs explaining customer behavior. Customer preferences are expectations like, dislike, motivation.

Service requirements are important for clients, potential clients, personnel and management of a business. They assist to define what a patron can expect and to remind control and personnel of the undertaking and duties that they face

Competent and trained staff- Worker idea is noticeably crucial for every corporation due to the blessings that it conveys to the corporation. At the factor while representatives are persuaded to work, they will for the maximum part positioned their pleasant exertion within the undertakings which might be allocated to them.

Empowerment-When workers are engaged, they need to acknowledge duty. They can never again assert, ‘That is not my activity’. At the point when representatives are not enabled, clients must work their way up the hierarchy of leadership so as to get their issues settled.

Facilities- Association need to give best quality services and facilities in light of the fact that if facilities are bad then it might cause customer disappointment; nature of items might be bad. In this way, association needs to give better offices to customer.

Every organization should have a basic expectation for employees to provide good customer service. This is important because taking care of all customer groups is to business success. Investing the time to create service standards

Methods of collecting feedback

  • Through websites: Through social media an organization can collect feedback about products and services. Social Medias are like trip advisor, organization’s website etc.
  • Comment boxes: organization collects feedback forms from comment boxes. Guests fill up feedback forms about the products and service and drop in comment box. Organization utilizes customer feedback forms to enhance your current items and administrations.

How to improve?

Staff should be so much possessive with the customer’s needs and happiness. The bell boy should stand on the gate to receive the customer’s luggage and receptionist also asking about the customer’s needs and comfortable things from the customer’s before approaching or give the room if the customer book a room at online there should be also give options for related to the rooms and hotel’s locations.

The resolution of customer’s queries and complaints in hospitality and tourism

After the dust has settled, allow your purchaser understand that they’re in your thoughts. Even if there is no real want to follow up, send a handwritten word or personalized email asking them how matters are going. You may additionally even want to send them a special discount if you have been partly at fault.

Possible actions to prevent problems

To prevent issues the business ought to make customer fully satisfied like fulfilling changing or new desires, pleasurable vital desires, perceived value and so on.

Improve customer service- Provide nice service is important to deliver exceptional revel in for every purchaser because customer service is the only of most critical property of corporation. So, it’s far important to admire aid and deliver first-class service.

Improve communication- To prevent primary troubles the companies ought to improve communiqué abilities. Like 24*7 phone service or truly offer email or message facility. Now day’s commercial enterprise use CRAM software that permit employees to make notes of troubles of man or woman clients which helps to enhance enterprise.

Proper Training of staffs- Having well trained staff may benefits your business in many ways. Staff training is very important to avoid problems. Staffs should be properly trained to provide best services; they should know how to handle customers’ problems etc.

Reasons for customer complaints

  • Poor customer service- Main reason for customer complaints is poor quality customer service to customers. Whenever customer’s needs and wants are not fulfilled complaints arise.
  • Slow delivery- Another important reason of customer complaints is slow delivery of services. So, Hilton hotel needs to do more on service delivery and deliver the products or services more quickly.
  • Lack of communication- Lack of communication may lead to major problems and a big reason for complaint against company.
  • Not fulfilling promises- Another major reason for complaint in Hilton hotel is not fulfilling promises towards customer like check-in time or regarding services etc.

Based on the above case study (1.5) there are many reasons about these complaints like not keeping promises, poor customer services, rude staff, low quality products and services etc. Customer complaints describe an issue, regardless of whether that is an issue with your item, workers or interior procedures, and by hearing these issues specifically from your customers, you can research and improve to prevent further complaints in future.

A customer complaint is an expression of dissatisfaction towards company. Customer provides feedback to company, customer complaints are usually informal complaints directly addressed to company or public service provider.

Handling customer complaints

Complaint handling is most important for any company. Resolving complaints efficiently creates good opportunities for your company. Resolving complaints may increase confidence in your services and improve quality of product and services through feedback and prevent smaller issues from developing into major issues.

Listen and understand customer- Staff has the ability or passion to listen customer first and understand the customer problem. Staff should take time and truly understand the problem.

Solution of complaints- After listening problem, always focus that what solution you can provide. Staff should provide a solution quickly and efficiently.

While dealing with customer complaint try to be claim even if customer is angry and never argue with customer. Try to solve customer complaint as soon as possible, for dealing with complaint staff have to follow process like listen carefully, apologize, ask customer what you accept, and at last provide solution.

In hospitality industry it is very important to maintain records like (issues, problems, incidents) which can directly or indirectly help business. Maintaining records may monitor the progress of business; records give information about problems and issues which a company has to solve. Records are also helpful in identifying sources of income and what improvements are needed.

The effectiveness of customer service in hospitality and tourism

Providing satisfactory and splendid provider could be very vital in each business however in hospitality enterprise it’s far first precedence to offer brilliant service and satisfy client desires because hospitality industry ought to offer what they promised and meet consumer’s expectation.

An evaluation plan in accordance with organizational requirement

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

Monitoring can be done by two keys.

  • Customers feedback by means of manner of client questionnaires, comment playing cards, client forums, word of mouth
  • Staff feedback by the way of mystery customer, complaints/compliment letters, external comment.

Evaluation can be done by various ways:-

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  • 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 a respect to the best manger, executive officer and to the 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 on our management system and the well-known resort in Singapore.

  • Level of complaints/compliments?

    ‘Complainants’ are described as clients who’ve had a 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.

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. ( 2019 Hilton)

Staff feedback:-if the hotel gives 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 limited also and so many customers cannot take advantages of this type of offer.

Information analysis using agreed techniques

Impact analysis- This is a simple technique that is used to assess the impact on specific environmental changes in an organization or its competitors. Simply impact analysis means contingency plan or backup plan for an organization.

PESTEL analysis- This technique uses to search information on political, economical, social, technological, environmental and legal aspects. This technique assesses impact they make on the tourism and hospitality industry.

SWOT analysis- SWOT is a technique to find out particular strength, weaknesses, opportunities and threats of any particular company.

An off growth strategy matrix- This strategy provide four strategic options to an organization like focused on high selling of product, related to people whom to sell, product development and diversification (getting into new business)

The use of quality system in the tourism and hospitality industry

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

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

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, 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 improve quality, rules in quality management, reduce wastage and defects.

The components of an effective quality system

Quality management system is a collection of plan, policies, procedures for the production or development of product or services. These set of rules or policies is implemented in organization to satisfy the needs of its customers.

How to identify problems, defects and shortfalls against quality standards

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

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

Strategic quality planning- Strategic quality planning includes aim, goals, vision and values for Hilton hotel. Effective strategic quality planning efforts employees take into consideration for development of goal, aim or values of hotel.

Quality improvement culture- Hilton hotel always ready to improve their quality standards because quality management system is a continuous process and this require continuous improvement in policies , plan implemented by management of hotel.

Focus on customer requirement- It is essential to measure customer requirement because today customer require perfect quality of service and product without any defect. So hotel has to focus on customer requirements for long term survives.

How quality standards can be used to make improvements

Some benefits for Hilton hotel using quality standards

Increase level of profit- Setting quality standards may increase the profit and it main benefit that Hilton hotel require. Hilton hotel use quality standards effectively, so they get higher level of efficiency and productivity which automatically increase level profit.

Develop morale of employees- Using quality standard which define responsibilities of each employee and anything which make employees carrier progression, which make them happier and more confident at work. This automatically increases morale of employees working in Hilton hotel.

Make better decision- Having proper quality standards, procedures or structure which helps management to make better decision for hotel. Having the ability to make quality decision will help a firm to grow and make continuous improvement.

Improve customer satisfaction- Using quality management system will definitely improve the customer satisfaction and quality standard also help in maintaining good relation with customer and Hilton hotel. Hilton hotel depends on customers and therefore this hotel understands customer’s future or current needs.

Increase in production- Proper evaluation of quality standards help Hilton hotel to improve production level. A better quality standard process helps in performance consistency. Increase in production help hotel to achieve goals which they set.


Customer service has to be managed properly. Customer service in 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 hospitality and tourism industry. 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 services 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. Hotel and restaurant 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’ feedback. This will help in improving the customer services. Hilton hotel is famous for its customer service, which makes it different

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Customer Service Management In Hospitality And Tourism In Hilton Hotel Singapore. (2021, September 06). Edubirdie. Retrieved December 6, 2022, from
“Customer Service Management In Hospitality And Tourism In Hilton Hotel Singapore.” Edubirdie, 06 Sept. 2021,
Customer Service Management In Hospitality And Tourism In Hilton Hotel Singapore. [online]. Available at: <> [Accessed 6 Dec. 2022].
Customer Service Management In Hospitality And Tourism In Hilton Hotel Singapore [Internet]. Edubirdie. 2021 Sept 06 [cited 2022 Dec 6]. Available from:
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