Professional Documents
Culture Documents
Management Assignment on
Customer Service
Training
2016-18
Submitted By:
Introduction
This is a case of Smile Hotel, a hotel where the customer needs and demands are not taken
into account. Hospitality is one such sector which is synonymous to service to the customers.
But Smile Hotel failed to fulfil this basic need of its customers. We will try to understand what
the problems were with this hotel, what can be done to improve the conditions and what the
possible outcomes will be if the changes are implemented.
Diagnosis
From the video, following major issues could be noticed about Smile Hotel:
1. Misbehaviour while serving the customers:
The General Manager lacked courtesy in dealing with the clients. For instance, he disrespected
the gentleman who asked for a provision to go in his wheelchair in his Brothers reception
which he could not do due to narrow isle.
Second, he ignored an elderly customer who asked for some help to carry his luggage to his
room.
4. Improper Documentation:
No apt database which could track customer reservations.
Prescription / Recommendation
1. Trained Personnel:
The staff should be well trained, groomed and motivated.
3. Proper leadership skills to motivate employees to treat customers properly and to always stay
motivated towards achievement of organizational goals.
IMPLEMENTATION
1. Proper hiring of staff
2. Manager review system
3. Set proper guidelines and values for the
4. Complaint box
EVALUATION
1. Feedback form by the customers at the time of checkout to evaluate the results of the changes
that we made
2. CCTV Monitoring
3. Gamification: If you like the services, ring the bell hung at the exit