Improve Customer Service In Hospitality Industry Tourism Essay

Improve Customer Service In Hospitality Industry Tourism Essay The main purpose of this report is to research the problems in customer service of hotel and promote substantive recommendations to solve the problems. The report comprises the special definition of service, analyses of problems and methods of solving the problems. In order to improve those weaknesses of customer service, this report also identifies some detailed strategies. 2.0 Introduction Along with rapid economic development, competition in hospitality industry is becoming more intense, and the customer service is becoming an important means of improving efficiency, building brand and expanding sales. The level of customer service will largely determine the outcome of competition. Guests check a hotel, buying not only the facilities, and guests have a dinner at the hotel, purchase is not limited to meals, more importantly, they want to receive high-quality and thoughtful service. Therefore, the hotels mission is to provide quality services for guests and to meet the needs of guests. It is common pursue of hotel manager that how to improve customer service quality and make the hotel in a dominant position in the fierce market. 3.0 Customer service definition Services can be defined as the sum of behavior effectiveness that hotel staff devoted their emotions to form with the basis of certain equipment and facilities and with the target of customers needs (Gavin B. and Gillian M., 2002). We can build a figure to explain the word service. Figure 1 As the figure 1 said that customer service contain eight means: smile, excellence, ready, viewing, inviting, creating, eye and giving (Joost P. M. Wouters, 2004). In fact, these are some of the dictionary explanation about service. It enables services definition more specific, more operational. It is a circle surrounding the center of hotel, and this circle form the definition of service. 4.0 Improving service quality is the survival basis for hotel Modern customer needs are diversified and personalized, and their requirements are also getting higher and higher. It requires the hotel starting from the customer needs and continuously improves service quality (Omar M. and Simon J. 2006). Fundamentally speaking, quality of service is the basis for survival and development of hotel. Competition among hotels, in essence, is the service quality competition. The reasons are as below: 1. Customers are sensitive to quality of service; 2. Customer satisfaction are positively related to service quality. 5.0 Customer service qualitys problems analysis 5.1 Level of service quality is low Many hotel staff lack of initiative. Smile service can not be carried out and lack of basic manners etiquette (Allan Yen-Lun Su, 2004), and the staff can not operate advanced equipments. Although the situation has been improved in recent years, it still does not meet customer satisfaction very well. 5.2 Lack of inter-departmental services co-ordination Hotel customer service products have the property of integrating and which is provided by different departments and staff. Hotel service quality is good or bad that depends on the degree of cooperation and coordination between different departments and staff. Many managers are more concerned with the performance of their departments, rather than the co-operation with other departments, the corresponding barrier will eventually rush the guests to turn to rival. 5.3 Service Quality Management is inefficient Hotel service quality products are not only the physical products, but also the intangible service. Intangible services principal is human-that is hotel staff  ¼Ã‹â€ Marianna Sigala, 2005). Regulating and controlling the conduct of staff is the fundamental way to improve the quality of services. 6.0 The implement measures to improve the quality of hotel customer service 6.1 Build support system of customer service level of hospitality industry Figure 2 (FL=foreign language skill OM=operation manage skill IK=information knowledge EK=etiquette knowledge) From the survey results, it is a must that strengthen the operation manage skill of high-star hotel staff, foreign language communication skills, as well as the growing populary information systems management knowledge and so on. Hotel should build the certification system of hotel industry staff training that implement a voluntary system of taking examination to post. Through scientific training, help new employees master certain amount of hotel industry business knowledge. 6.2 Hotel managers should strengthen awareness service quality The quality of customer service the centeral work in hotel daily management, thus all staff should have a sense of quality and managers must establish the concept of service quality. Only managers taken root deeply in the concept of customer service quality can he regard quality as the lifeblood of enterprises, and make staff recognize the importance of customer service quality (Ling-Feng Hsieh and Li-Hung Lin, 2008). 6.3 Establish perfact service quality management system Establish the organization of customer service quality management. Hotel should set up specialized organization of customer service quality management as ensuranment of service quality system. Specifically, it is that establish comprehensive, scientific and rational, and controlled service control system, and bring the hotel quality activities into a unified quality management system through a certain rules, methods and procedures. Make out quality standards and quality objectives. Hotel should make specific standards to daily management of each service item and service sectors, and make work norms and procedures to make employee have the rule to comply with. Hotel can accurately record service process of different positions and sectors, and then analysis carefully, further improve service according to quality manage requirement, finally rationalize it, and defined it with the form of text and graphics and then form a service program. 6.4 Implementing a system of first-staff being in charge As far as customers concerned, they visit hotel and spend money just for buying service, and they do not have interest in understand that with which thing they can turn to which person for help. They have the right to believe that any employee represents hotels and should solve problem for them. So this system means, any hotel staff working in the post, who is the first to be consulted by customers, will be the main person in charge of solving problems and request of guests (C. F. Cheung and W. B. Lee, 2003). 7.0 Conclusion In conclusion, many hotels need to improve customer service level. Therefore, control and review is required when implementing administration and marketing activities. The hotel has to establish business goals for controlling and reviewing.

Advantages and disadvantages of studying abroad Essay

Almost every student around the world wishes to pursue his or her education. However, every issue has its pros and cons. In order to making a better decision, one has to explore different aspects of a plan. Studying abroad lets you experience things you have never faced them before. It gives you the opportunity to communicate with different people who have different religions and speak different languages. This will improve your social skills. In addition, when you graduate from a university in a foreign country, It will make you more prestigious. In work life and in your personal life, It will bring more respect for you. To them, you are a person who experiences a different world with different inhabitants. Needless to say, this prestige will help you to find jobs with more salaries. On the other hand, when you leave your hometown and migrate to another country to continue your study, some obstacles may show up. For one thing, you must be away from your family and your intimate friends for a while. No doubt, your relationship will fade away if you don’t try to keep in touch with them. Moreover, you are exposed to an environment where everybody else acts and behaves different from what you have learned before. They also expect you to express yourself using their culture. Furthermore, your costs most likely are higher and your income is less than in your country. Because you are a foreigner to these new people, you barely find an appropriate job with a high salary at first. All in all, going abroad in order to continue the education has some advantages and disadvantages. After a thorough consideration of merits and demerits of it, I decide to put all my vigor and pursue my education abroad.

Succubus Shadows Chapter 2

I tossed and turned the rest of the night. Being visited by a weird supernatural force will do that to you. Besides, I had never fully recovered from the time an ber-powerful entity of chaos had merged with me in my sleep and sucked away my energy. Her name was Nyx, and last I'd heard, she was imprisoned. Still, what she'd done to me – and what she'd shown me – had left a lasting impression. The fact that Roman couldn't identify what had happened tonight was a little unnerving. So, I woke up bleary-eyed, sporting a massive headache that was probably equal parts hangover and sleep deprivation. Succubi had the rapid healing that all immortals possessed, which meant I must have seriously screwed myself up to have these lingering effects. I knew the headache would pass soon, but I took some ibuprofen to help the process. The condo was quiet when I shuffled into the kitchen, and despite my efforts to clean up the food last night, I was still surrounded in the tattered and worn-out feel that followed most parties. Godiva, curled up on the back of the couch, lifted her head at my arrival, but Aubrey continued sleeping undisturbed in her spot on an armchair. I started some coffee and then wandered over to my patio, staring out at the sunny day and the Seattle skyline on the other side of the gray-blue water stretching off before me. A familiar sensation suddenly swept me, like brimstone and red-hot needles. I sighed. â€Å"Kind of early for you, isn't it?† I asked, not needing to turn around to know Jerome, archdemon of the greater Seattle area and my hellish boss, stood behind me. â€Å"It's noon, Georgie,† he replied dryly. â€Å"The rest of the world is up and around.† â€Å"It's Saturday. The laws of time and space are different today. Noon qualifies as early.† I turned around at last, largely because I'd heard the coffee-maker finish. Jerome was leaning against my kitchen wall, immaculately dressed as always in a black designer suit. Also, like always, the demon looked exactly like a circa 1990s version of John Cusack. He could appear as anything or anyone he wanted in this world, but for reasons he kept vague, Mr. Cusack was his preferred shape. I'd gotten so used to it that whenever Say Anything or Grosse Pointe Blank came on TV, I always had to pause and ask myself, â€Å"What's Jerome doing in this movie?† I poured a cup of coffee and held up the pot by way of invitation. Jerome shook his head. â€Å"I suppose,† he said, â€Å"your roommate is also being a sloth and isn't actually out running errands?† â€Å"That'd be my guess.† I doused my coffee liberally with vanilla creamer. â€Å"I used to kind of hope that when he wasn't around, it meant he was out looking for a job. Turns out I was just setting myself up for disappointment.† Honestly, I was glad it was Roman that Jerome had come to see. When Jerome was looking for me, no good ever came of it. It always tended to result in some traumatic, world-threatening event in the immortal underground. I trudged back across the living room, noting that the cats had disappeared upon Jerome's arrival. Coffee still in hand, I headed to Roman's room, knocking once before opening the door. I figured as landlady, I had that right. Also, I'd found Roman had a remarkable ability to ignore knocking for large amounts of time. He was sprawled across his bed, wearing only a pair of navy blue boxers that gave me pause. As I'd noted before, he was terribly good-looking, despite the prickly attitude he'd had since moving in. Seeing him half-dressed always gave me a weird flashback to the one time we'd slept together. Then, I'd have to remind myself that he was probably plotting how to kill me. It went a long way to stifle any residual lust. Roman's arm covered his eyes against the sunlight streaming through his window. He shifted, moving the arm slightly, and peered at me with one eye. â€Å"It's early,† he said. â€Å"Not according to your exalted sire.† A few seconds passed, and then he grimaced as he too sensed Jerome's immortal signature. With a sigh, Roman sat up, pausing to rub his eyes. He looked about as exhausted as I felt, but if there was one force in this world that could drag him out of bed after a late night, it was my boss – no matter Roman's bold claims from last night. He staggered to his feet and moved past me in the doorway. â€Å"Aren't you going to get dressed?† I exclaimed. Roman's only answer was a disinterested wave of his hand as he headed down the hall. I followed him back and discovered Jerome pouring himself a mug of some vodka leftover from last night. Well, it was five o'clock somewhere. He arched an eyebrow when he saw Roman's scantily clad state. â€Å"Nice of you to dress up.† Roman made a beeline for the coffee. â€Å"Only the best for you, Pop. Besides, Georgina likes it.† A moment of heavy silence followed as Jerome's dark eyes studied Roman. I knew nothing about Roman's mother, but Jerome was the demon who had fathered him thousands of years ago. Technically, Jerome had been an angel at the time, but making the moves on a human had got him fired from Heaven and sent off to work for those down below. No severance package. Roman occasionally made snide comments about their familial relationship, but Jerome never acknowledged it. In fact, according to both Heaven and Hell's rules, Jerome should have blasted Roman from the earth ages ago. Angels and demons considered nephilim unnatural and wrong and continually attempted to hunt them to extinction. It was kind of harsh, even with the sociopathic tendencies nephilim tended to have. Roman had been instrumental in saving Jerome recently, however, and the two had struck a deal that allowed Roman to live peacefully in Seattle – for now. If any of Jerome's colleagues found out about this illicit arrangement, there would literally be hell to pay – for all of us. A good succubus would have told on her rule-breaking boss. â€Å"So what brings you here?† asked Roman, pulling up a chair. â€Å"Want to toss the old football around?† Jerome's face remained impassive. â€Å"I have a job for you.† â€Å"Like one that pays the rent?† I asked hopefully. â€Å"Like one that ensures I'll continue to allow him to live in the lifestyle he's accustomed to,† replied Jerome. Roman had an amused, devil-may-care smile on his face that was typical of him, but I wasn't fooled. He knew the threat Jerome represented and also knew that part of their deal involved Roman doing errands for his father. Still, Roman made a good show of acting like he was the one doing Jerome a favor. The nephilim gave an unconcerned shrug. â€Å"Sure. I've got nothing else going on today. What's up?† â€Å"We have a new immortal visitor in town,† said Jerome. If Roman's attitude annoyed him, the demon was just as good at masking his feelings. â€Å"A succubus.† My removed, psychological study of father and son dynamics came to a screeching halt. â€Å"What?† I exclaimed, straightening up so quickly that I nearly spilled my coffee. â€Å"I thought we were set after Tawny.† I'd worked the succubus scene solo around here for years until Jerome had acquired another one several months ago. Her name was Tawny, and while she was annoying and pretty inept as succubi went, there was still something rather endearing about her. Fortunately, Jerome had sent her off to Bellingham, keeping her a comfortable hour-and-a-half drive from me. â€Å"Not that it's any of your business, Georgie, but this one's not here to work. She's here†¦as a visitor. On vacation.† Jerome's lips twisted with bitter amusement. Roman and I exchanged looks. Immortals could certainly take personal vacations, but clearly, there was more to this. â€Å"And?† asked Roman. â€Å"She's really here because†¦?† â€Å"Because I'm sure my superiors want to check up on me after the recent†¦incident.† His words were delicate, with a very subtle warning not to elaborate on said incident. It was the one Roman and I had rescued him from – a summoning that had imprisoned Jerome as part of a demonic power play. Letting yourself get summoned was embarrassing for a demon and could call his territorial control into question. Hell sending someone to survey the situation wasn't that crazy. â€Å"You think she's spying to see if you can still run things?† asked Roman. â€Å"I'm certain of it. I want you to follow her around and see who she reports back to. I'd do it myself, but it's better if I don't appear suspicious. So I need to stay visible.† â€Å"Lovely,† said Roman, voice as dry as his father's. â€Å"There's nothing I want to do more than trail a succubus around.† â€Å"From what I hear, you're pretty good at it,† I piped in. It was true. Roman had stalked me invisibly a number of times. Lesser immortals like me couldn't hide the telltale signature that wreathed all of us, but Roman had inherited that ability from Jerome, making him the perfect spy. Roman shot me a wry look, then turned back to Jerome. â€Å"When do I start?† â€Å"Immediately. Her name is Simone, and she's staying down at the Four Seasons. Go there and see what she does. Mei will relieve you off and on.† Mei was Jerome's second-in-command demon. â€Å"The Four Seasons?† I asked. â€Å"Is Hell paying for that? I mean, we're in a recession.† Jerome sighed. â€Å"Hell's never in a recession. And I didn't think your droll commentary started until after you'd finished your coffee.† I showed him my cup. It was empty. Jerome sighed again and then vanished without warning. He apparently had no doubts that Roman would follow his orders. Roman and I stood there for several quiet seconds, during which both cats resurfaced. Aubrey rubbed against Roman's bare leg, and he scratched her head. â€Å"Guess I should shower and get dressed,† he said at last, rising to his feet. â€Å"Don't trouble yourself,† I said. â€Å"And won't you be invisible anyway?† He turned his back to me and walked off down the hallway. â€Å"I was thinking of dropping off some job applications when Mei gives me a break.† â€Å"Liar,† I said. I don't think he heard. It wasn't until the shower kicked on that I realized I should have asked Jerome about that weird sensation last night. It was so odd; I didn't even know how to describe it. The more I pondered it, the more I wondered if it had been alcohol-induced. Admittedly, Roman claimed he'd sensed something, but he'd drank as much as me. And speaking of jobs†¦my kitchen clock was telling me I needed to head off to mine. One thing about this condo was that the skyline view had come at the cost of work convenience. My old apartment had been in Queen Anne, the same neighborhood that Emerald City Books and Caf? ¦ resided in. I used to be able to walk to work, but that was impossible from West Seattle, meaning I had to allow commuting time. Unlike Roman, I had no need to physically shower and change – not that I wouldn't have liked to. I found human routines comforting. A brief burst of succubus shape-shifting cleaned me up, putting me in a work-appropriate peach sundress and arranging my light brown hair into a loose bun. Roman didn't surface before I had to leave, so I grabbed another cup of coffee and left him a note asking if it would kill him to take out the garbage before he went off to play secret agent. My headache and the last effects of the hangover were gone by the time I walked into the store. It was abuzz with late afternoon shoppers, people out running Saturday errands and tourists who had wandered over from the Space Needle and Seattle Center down the street. I dropped my purse off in my office and then did a managerial sweep of the store, satisfied that everything was running smoothly – until I noticed we had a line of eight people and only one cashier. â€Å"Why are you alone?† I asked Beth. She was a long-time employee and a good one, answering my question without even looking up from her customer's order. â€Å"Gabrielle's on break, and Doug isn't†¦feeling well.† Memories of the vodka competition came back to me. I grimaced, feeling both guilty and smug. â€Å"Where is he?† â€Å"Over in erotica.† I felt my eyebrows rise but said nothing as I turned away and walked across the store. Our small erotica section was bizarrely stuffed in between automotive and animals (amphibians, to be precise). And crammed in between the two shelves of the erotica section was Doug, sitting on the floor with his head resting facedown on his knees. I knelt beside him. â€Å"Hair of the dog time?† I asked. He lifted his head and brushed black hair out of his face. His expression was miserable. â€Å"You cheated. You're like half my size. How are you not in a coma?† â€Å"Older and wiser,† I said. If only he knew just how old. I took hold of his arm and tugged it. â€Å"Come on. Let's go to the caf? ¦ and get you some water.† For a moment, he looked like he'd resist, but a valiant effort soon followed. He even managed not to stagger too much as I led him to the store's second floor, which was half books and half coffee shop. I grabbed a bottle of water, told the barista I'd pay for it later, and started to drag Doug to a chair. As I scanned around, I nearly came to a halt, causing poor Doug to stumble. Seth was sitting at a table, laptop spread open in front of him. This was his favorite place to write, which had been nice when we dated and now was†¦awkward. Maddie sat with him, purse in hand and light coat on. I recalled that we started at the same time today. She must have just arrived. They waved us over, and she gave her brother a chastising look. â€Å"Serves you right.† Doug took a long gulp of water. â€Å"Whatever happened to sisterly love?† â€Å"I still haven't forgiven you for the time you shaved my dachshund.† â€Å"That was like twenty years ago. And that little bastard had it coming.† I smiled out of habit. Doug and Maddie's bantering was usually must-see TV for me. Today, Seth held my attention. It had been easier to ignore him last night while in the throes of alcohol, easy to pretend I'd grudgingly accepted him moving on to Maddie. But now, in the cold light of sobriety, I felt that old ache stir within my chest. I swore I could smell the scent of his skin, his sweat mingled with the woodsy apple soap he used. Sunlight from the caf? ¦'s large windows infused his messy brown hair with copper, and I could perfectly recall what it had been like to stroke the lines of his face, the smooth skin of his upper cheek and stubble on his chin. Looking up to his eyes, I was surprised to see his attention on me as the siblings continued their playful bickering. I'd almost convinced myself last night that he only thought of me as a friend, but now†¦now I wasn't so sure. There was something warm there, something considering. Something I knew shouldn't be there. I suddenly had a sneaking suspicion that he might be remembering the handful of times we'd had sex. I was thinking of it too. My powers had been shut off when Jerome disappeared, and Seth and I had been able to have â€Å"safe† – by which I meant, no succubus side effects – sex. Except for one. He'd still been dating Maddie at the time, and cheating on her had tainted his soul with sin. That was worse than if I'd sucked his energy away. As of this moment, Seth was a Hell-bound soul. He didn't realize that, but regret for betraying her was part of what had spurred him to a hasty engagement. He felt he owed her. The guilt forced me to look away from him, and I noticed then that Maddie and Doug had stopped their arguing. Maddie was glancing over at the coffee counter, but Doug's eyes were on me. They were bloodshot and weary, with heavy dark circles. But in the midst of that miserable, hungover look†¦there was a glint of something puzzled and surprised. â€Å"Work time,† said Maddie cheerfully, standing up. She poked her brother's shoulder, making him wince and turn his attention from me. I was glad. â€Å"You going to survive your last couple hours?† â€Å"Yeah,† he muttered, drinking more water. â€Å"Go count inventory in the back,† I told him, standing as well. â€Å"I don't want customers thinking our staff can't hold their liquor. They'd be over at the chain stores so fast, it wouldn't even be funny.† Maddie's lips quirked into a smile as her brother wearily rose to his feet. â€Å"Hey, Georgina. Do you mind if Doug and I switch shifts on Tuesday? I need to go run some wedding errands during business hours.† Doug cut her a look. â€Å"When were you going to ask if I minded?† â€Å"Sure,† I said, trying not to wince at the word â€Å"wedding.† â€Å"You can work the night shift with me.† â€Å"You want to come along?† she asked. â€Å"You said you would.† â€Å"I did?† â€Å"Last night.† I frowned. God only knew how many promises I'd made and had now forgotten, thanks to vodka and weird magical forces. Vaguely, I recalled her showing me wedding pictures. â€Å"I think I have some errands of my own to run.† â€Å"One of the places is right around the corner from you,† she urged. â€Å"Maddie,† said Seth hastily, clearly as uncomfortable with this change of topic as I was. â€Å"If she's busy – â€Å" â€Å"You can't be busy all day,† Maddie begged. â€Å"Please?† I knew it was disastrous, knew it would be courting heart-ache and trouble. But Maddie was my friend, and the pleading look in her eyes did something to my insides. It was guilt, I realized. Guilt over how Seth and I had betrayed her. Her expression now was full of such faith and hope in me – me, the best friend she had in Seattle and the only one she believed could help her plan this wedding. Which is why I found myself agreeing, just as I had last night. Only this time, I had no alcohol to blame. â€Å"Okay.† Guilt was probably the worst culprit of all when it came to stupid behavior.

Case Study - 1380 Words

Introduction In this case we get an entire scenario about how the Japan deflation set in, what were the effects of the deflation on the economy as well as on the people of Japan. It also mentions about the various reasons because of which Japan was in such a tight grip of Deflation, Depression, Demographics and Debts Guides us through the steps taken by the government in order to curb this deflation. Imparts a great knowledge to us about the various economic terms like deflation, self-liquidating credit, Non-Self Liquidating Credit and how the people and economy of a country is affected by these. Free markets economies are subject to cycles. Economic cycles consist of fluctuating periods of economic expansion and contraction as measured†¦show more content†¦A central bank can inject money into an economy without regard for an established target interest rate (such as the fed funds rate in the U.S.) through the purchase of government bonds in open-market operations. This is when a central bank purchases a bond, in which case it effectively exchanges it for cash, which increases the money supply. This is known as the monetization of debt. (It should be noted that open-market operations are also used to attain and maintain target interest rates, but when a central bank monetizes the debt, it does so without regard for a target interest rate.) In 2001, the Bank of Japan began to target the money supply instead of interest rates, which helped to moderate deflation and stimulate economic growth. However, when a central bank injects money into the financial system, banks are left with more money on hand, but also must be willing to lend that money out. This brings us to the next problem Japan faced: a credit crunch. Credit Crunch A credit crunch is an economic scenario in which banks have tightened lending requirements and for the most part, do not lend. 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