Evaluating The Effectiveness Of Customer Service Policies Tourism Essay

Evaluating The Effectiveness Of Customer Service Policies Tourism Essay The London Marriott Hotel Grosvenor Square is a 5 star hotel that is located in the Central London near to the Oxford Street and Park Lane. It is one of the classic hotels in England. The hotel has 236 luxurious bedrooms and 45 Club Level bedrooms with many facilities like Club Lounge, Wi-Fi Internet access, versatile meeting and event space, Maze  Restaurant, Maze Grill, Complimentary, fitness centre, 24-hour room service. (MARRIOTT, 2010) The hotel is located in Central London which has many tourist spots and centre of attractions around the locality. Some of the tourist spots nearby the hotel are: The London Eye, Buckingham Palace, Theatre district, Madame Tussaud, Covent Garden, Big Ben and the Palace of Westminster, Oxford Street/Bond Street shopping, The Tate Modern, The British Museum, Big Bus London Tours, The Tower of London. These tourist spots are within walk able distance from this hotel which attracts more of tourists. This saves them a lot of money from spending on transportation. Thus, tourists choose this hotel for their stay so that they have much more time to explore these tourist spots. As mentioned above Central London is not only a tourist spot but also a place full of Information Technology corridor and some of the main industrys head quarters are located here as well. The business customers and corporate choose this hotel because it saves a lot of time and money. Marriott also provides good banqueting and boardroom facilities that are used to organise meetings and the banquets are also put to good use. The hotel provides lots of facilities and services to the corporate such as group check in, bill to the company etc. which provides good hospitality. The hotel also includes The Maze, which is a restaurant created by the world famous celebrity Chef Gordon Ramsay. Its one of the famous French and Asian blend restaurants in London. Thus this is one of the key reasons that there are many celebrities who choose to dine in this restaurant often. Few family customers also visit this restaurant during the weekends to experience one of the fine dining restaurants in London. Due to its locality, Marriott attracts worldwide celebrities who come to London for world premiers. The hotel is also frequented by sports personalities who have their after win celebrations. CUSTOMER CARE POLICIES: Marriott has many customer care policies which they are very keen on following to attract people from all corners. Marriott has a very unique method of marketing and also takes utmost care in making the customers stay a pleasure hence increasing the chances for them to come back. In this Marriott, the personal information of the residents is stored in the database. This database is securely stored to prevent non-breaching. This database is shared by all the Marriott across the world. This enables them to send a greeting card or a gift for their customer on the occasion of birthdays and anniversaries no matter where they are in the world. Because of the inter relationships between the chains, this is achievable. According to surveys this method has been really beneficial in bringing back the customers, hence ensuring excellent customer care. When it comes to corporate/business customers, Marriott follows mutual profit dealing. Marriott often maintains a relationship with regular customers from corporate companies. For a certain number of customers, Marriott provides discounts and additional services if the company for which the customer works has a tie up with Marriott. Under the package, even banqueting and board rooms can be provided for free based on the particular organisation. This includes accommodation in reduced price. The company ensures that the connection with the hotel is beneficial by using the services and hence increase the times of usage of the hotel. In the other hand, the hotel confirms a constant flow of customers. This can be considered as a profitable circle and hence its unique way of standing out from the crowd. As mentioned before, Gordon Ramsays restaurant, The Maze, always has the capacity to attract people. People who want to taste the authentic French cuisine blended with Asian from the kitchen of a world famous chef always makes The Maze the centre of attraction. Due to the world premier of movies in theatres nearby, Marriott has seen an array of celebrities. And celebrities always attract crowd because of which Marriott increases its growth. Marriott ensures special attention, security and privacy for high profile people who need them the most. Privacy for these people is even provided in restaurants by providing special separate seating arrangements and hence keeping them away from the watchful eyes. These qualities make Marriot one of the most desired places to stay for the celebrities and hence ensuring a perfect service for different type of customers. IMPORTANCE OF ESTABLISHING EFFECTIVE CUSTOMER CARE: A customer is an individual or group of individuals to whom you supply one or more products or services. (Smith, 2004:6). Customer care involves putting systems in place to maximise your customers satisfaction with your business. It should be a prime consideration for every business   your sales and profitability depends on keeping your customers happy. (Business Link, 2010). The success of any business is hugely depended upon providing effective customer care. Customer care is all about customer satisfaction. If an organisation can make an experience as a memorable moment, then there will be more return customers. Establishing effective customer care gives the organisation a high return and also the profit. Loyal customers are the one who are to be given extra care as they are worthy. In this competitive world, the competition in the market is also very high. Customers are demanding for good service, good response to the complaints, and are demanding for extra bit of attention. Thus it is necessary for the organisation to prove a point to the customer that they really care for their customers. The expectations of the customers have been constantly rising. To meet these expectations, the organisation must consistently analyse the level of service. If the requirement is not fulfilled by the organisation, then it will become a hurdle for the progression of the sector. Guests who are not satisfied will spread the news which will also create many obstacles to the business. Effective customer care is important in order to get repeated guests and also the guest tends to refer their friends also. This improves the sales and also the profit of the organisation. The reputation and the image of the organisation are improved if the customer care is good. This in turn brings more shares in the market. Especially the internal customers i.e. the employees get more of job satisfaction by caring the customers. The main goal of establishing effective customer care is satisfying or delighting the customers. It also helps to exchange more information, maintain a good relationship, trust and also to decrease the workloads and costs. In hospitality industry, customers are the king. Effective customer care will benefit the customers in many ways. It is one of the important parts of marketing mix. Quality in service will give more loyal guests. It also ensures that the services and products delivered to the customers will be of good quality. Thus, establishing effective customer care in hospitality industry is very much important for improving the growth of the organisation. EVALUATING THE EFFECTIVENESS OF CUSTOMER SERVICE POLICIES: The evaluation of the effectiveness of customer service policies is an important factor to increase the growth of any organisation. The evaluation shows how the policy implemented influences the organisation. Even though most policies are practically followed only after careful considerations, there are always chances for misleading factors which might give more cons then pros for the policy. A simple example can be the usage of man power for the different sections of a hotel. Using more people for work which takes more time to be done can be a simple and effective solution. An effective customer service strategy has to be followed with considerable modifications based on the customer and their needs. Each customer is unique, so are their needs. In a customer service based roles, the colleagues will develop the capacity to differentiate the types of customers. If the situation permits, more importance can be given to customers with a higher value and who are more prone to be a regular customer. This just ensures that the specific customer goes through a different level of service hence providing equal service to all the customers. Excellent customer service is achieved when the customer is provided with what he/she wants even before they use it. The needs of the customer and how these needs are to be met with are meant to be determined. Exceeding the customers expectation always frames a name for the organisation. These needs are to be met with great care and also with consideration for other factors like cost and profit. Creating a name in the market is one challenge and maintaining it for years is a more challenging feat. The colleagues should have a good knowledge about the service the hotel can provide and also the capacity with which it has to be provided. Training for the employees should be focused and taken care of. The organisation must meet the needs of the employees and respect their decisions and ideas must be considered. Quality control is often achieved not by intensive supervision, but by building a sense of pride and the ability to work as a team. A proven method to increase the customer service skills of the employees is by sheer encouragement. This can be in any forms, as in increasing the bonus, the status in the organisation or even organising a special event. In a nut shell, happy employees provide excellent service, thus making the customers happy and make them come back again. This increases the profit and also the bonus for the employees, which makes them happy. This cycle is very crucial for any customer based organisation to stand out from the crowd.

Amimal Farm :: essays research papers

ANIMAL FARM Political satire is not an uncommon literary genre. George Orwell is known for having written two of the most famous political satires in English literature. In Animal Farm, Orwell satirizes the show trials, the propaganda, and the cult of personality of Stalinist Russia. First, there are the show trials. For example, the book states, â€Å"In the following days, the dogs become his (Napoleon’s) bodyguard and killing machine.† Napoleon orders the dogs to kill the farm animals because they don’t believe that Snowball is the cause of all bad. Once again, one of the seven commandments, â€Å"no animal shall kill another,† is changed to fit Napoleon’s way of doing things. Squealer, with his quick and smooth talk is always right there to explain for Napoleon’s actions. In addition, when the hens fail to â€Å"meet the egg productions,† the pigs become violent and slaughter them. The slaughter of animals continues when a sheep dies after it confesses to having urinated in the drinking pool. As more animals come and confess their wrong doings, the pigs kill them, so it becomes necessary to alter the sixth commandment in order to show that they are faithful followers of the set commandments. The new commandment now says, â€Å"No animal shall kill any other animal without cause.† Second, there is the propaganda. For instance, Squealer uses propaganda more then any other animal on the farm, and he prospers from it. He becomes Napoleon’s second hand man by making everyone believe they remember wrongly about the commandments by asking, â€Å"Are you certain that this is not something that you have dreamed, comrades? Have you any record of such a resolution? Is it written down anywhere?† and makes sure everyone always believes Napoleon is a good leader. Furthermore, when Boxer is taken away in the knacker truck, Squealer tells all the animals that â€Å"the truck has been bought by the hospital, but they haven’t painted the old name out.† Squealer also brainwashes many of the animals into believing that they do not like apples and milk, which they were given to eat, while he, Napoleon, and other pigs are stealing food for themselves. Many things happen to Napoleon and the pigs because of propaganda. Finally, there is the cult of personality. For example, Minimus expresses his feelings for Napoleon by writing a poem which, runs as the following: Friend of fatherless! Fountain of happiness! Lord of the swill-bucket! Oh, how my soul is on

English Language Article Comparison Essay

In this piece of work I will be comparing two articles from newspapers. Both the articles are about the same story and were printed on the same day (Tuesday October 13th 1998), however they are from two different newspapers. One of them is from The Sun and the other from The Telegraph, the main difference between these two papers is that The Sun is a tabloid and The Telegraph is a broadsheet. Throughout this piece of work I will try to examine the difference in their attitudes towards writing news due to this variation in category of newspaper. The article concerns dogs that were at a police dog training unit, the instructor allegedly forced a handler to kick and hang the dogs, one of the dogs involved died. The first and most distinctive thing you realise about these two stories is the difference in headlines. Firstly in The Telegraph the height of the letters involved is only approximately 1cm where as in The Sun it is 2. 6cm. This clearly shows that The Sun wants to make a larger impact and draw your attention to that particular story. Other points about the headlines that back this up are the style of writing. In The Telegraph the headline has been written in serif, this means that the editor has decided to use a font which includes small decorative lines at the ends of letters, however The Sun’s headline is in sans serif and so doesn’t have these lines. This makes the letters much more sharp, and ‘right-angled’ this gives a hard feel to the words and helps attract readers. Another way the editor has used the headline to attract the reader in The Sun is by using block capitals, this instantly makes the letters bigger, stand out and coupled with the words being in bold black and sans serif gives a real shock effect. A similarity between these two headlines though is that they both use quotes, this makes it sound and feel more real to a reader because it says exactly what actual people said and after having read the subheadline, probably what they said in court. However, I personally feel that the main difference is the actual words that have been used. The Sun’s headline is much more emotive, it uses words such as ‘cruel’, ‘kick’ and death. These words will instantly capture people and conjure up images that will stir their imagination and make them want to read on. Not only this but the headline also reads ‘kick his own dog to death’, this makes it seem even worse because it wasn’t a dog belonging to the police but his own family pet. It makes the whole thing seem even more cruel and will once again make people more interested in the story, especially for people who have pet dogs. However, The Telegraph is much more informative and factual, it makes a statement about what happened without going into detail about the emotions of it. It says; ‘Police ‘told to kick and punch dogs†, although it does uses words such as ‘kick’ and ‘punch’ it uses them in a way to inform what the police had been told to do and doesn’t go into detail about what the trainer was like. I also feel an interesting thing to also look at is the use of ‘made’ and ‘told’ in these two headlines. When The Sun says ‘†¦made cop kick his own god to death’ it uses ‘made’ to incriminate the trainers, it makes it sound like the policemen didn’t have a choice and that the whole incident was the trainers fault. Whereas The Telegraph uses ‘told’, this is much more informative and is simply saying what happened, there is no emotional influence in the way The Telegraph have written this headline. The subheadlines are also quite interesting, firstly their placing, The Telegraph has decided to place the subheadline before the main headline and in The Sun it has been placed after the headline. This may have been done for a number of reasons. In The Telegraph the subheadline reads; ‘German Shepard died after punishment, court told’ this subheadline has probably been used to give the reader a bit more information about the story before they read on like the type of dog involved and the fact that the dog died. In The Sun they have decided to put the information that the dog died in their headline and the fact it was a German Shepard isn’t mentioned in The Sun at all. On to The Sun’s subheadline and it simply reads ‘Jury told of punishment’ this has been put after the headline to inform the reader of where the quote of the headline came from. As well as this in The Sun not only does it have a subheadline after the headline, it also has other subheadlines throughout the story to introduce new parts of the article and to split it into three parts; the extra subheadlines are ‘Warned’ and ‘Shaking’. These words are actually used in the section of the article they introduce so that the reader will want to continue. You notice these words and they stand out because they are very expressive and they give you information about what is going to happen in the article even if you don’t read on. I also feel that The Sun has used these particular words to good use, if you didn’t have time to read the whole article and only read the headline and these subheadlines you would leave with a very strong feeling of hatred towards the trainers. Not only with words like ‘made’ which I have already explained, but when it is followed by a subheadline of ‘warned’ it makes you feel as though the police were threatened by the trainers and were warned by them to do nothing wrong. I personally feel that The Telegraph has a more hard-hitting headline for a particular reason. The Sun has made it’s main headline strike out of the page and really make you read on, this means they have put a simple subheadline so as not to overshadow the headline. Whereas The Telegraph has done it the other way around, their headline is not so hard-hitting so the editor has decided to include an emotive subheadline to aid the reader in being interested in the story and to red on. After having seen the headlines and been attracted to the story you begin to read the main text. Straight away in the hook paragraph you can see differences in the papers’ attitudes. Firstly, and most obviously the fact that in The Sun the first paragraph has been written in bold, and simply written normally in The Telegraph. Once again it seems that The Sun has been much more emotive in its approach. Words such as ‘forced’ and ‘kicked it’ are used, not only this but the word ‘DIED’ is written in block capitals, this is to emphasise the word and everything it means and the horror of what happened to the dogs. Words used in The Telegraph are very interesting. The first line explains that the dogs were ‘chastised’, it is interesting they should use this word because although it is hard hitting it probably doesn’t have the same effect on you as ‘kicking’ (which is in The Sun). However The Telegraph does say that dogs were ‘hung helplessly from a wall by their leads’ this is then followed by ‘a court was told yesterday’ it is as though The Telegraph wants to remain on the fence by simply stating what was said but at the same time drumming up emotion in the reader and making them read on, all in all The Sun is more opinionated and The Telegraph is trying as best it can to stay factual. A similarity between the two stories is the use of quotation. Both articles have many quotes from the police officers and trainers in question and almost all of the quotes were said in court. This could well be because on the day these two articles were published the case was still in court and they had little else to go on than this. Also the writer of the article in The Sun has done something slightly unusual in that he has decided to put some paragraphs into italics. This is almost certainly to draw the readers attention to that part of the story and make them read and think about it a different way. There are three paragraphs throughout the article that are in italics and out of these two of them focus on the cruelty to the animals, they go into detail about the way in which this happened and how the dogs reacted to it. The third paragraph describes how two of the handlers left in protest to what was going on before the dog died. Both these points are quite significant to the overall story and you can see why the writer may well have wanted the reader to be more aware of these facts that perhaps other points. Another point that I have found very interesting is sentence type used in both articles. It is normal for newspapers to use a lot of declarative sentences, these help the reporter to get across to the reader all the important information quickly and easily. An example from The Sun would be; ‘PC James English told the court his dog Tazz had been hanged for growling’ and The Telegraph; ‘Trainers at the police dog unit, based at Sandon, Chelmsford, Essex’. However, differences occur between the newspapers when you look at the use of complex sentences, these are more rarely used in papers as they are longer and are not so dramatic. However, as you would except it is The Telegraph that has used a couple but The Sun has used a lot fewer. As I have already described, The Telegraph is a more up-market paper and is aimed towards a sector of society who appreciate this sort of writing whereas The Sun is not. In fact a complex sentence has been used in The Telegraph to say the same as my last quotation of a declarative sentence from The Sun; †PC James English said his dog, Tazz was twice subjected to the hanging method after he had growled during training’.

Family Assessment Comparison - 793 Words

Different assessment examines different features of an individual, or similar assessments examine similar features in different ways. Three assessments that regard family conditions and that are considered important are, the Family Adaptability and Cohesion Evaluation Scales (FACES III), the Family Assessment Device (FAD), and the Self-report Family Inventory (SFI). When completing the assessments and interpreting the results, I realized that there were various accurate elements I always saw in my family, and now they were proved over a simple questionnaire. However, some other elements, I found a little bit confusing, and I am still not so sure whether they are that accurate. The Self-Report Family Inventory’s (SFI’s) purpose, is to†¦show more content†¦The FACE III assessment is divided into two main parts, and each part subdivides into 20 questions related to Cohesion and Adaptability in the Family. All answers are asked to be numbered from 1 to 5 with 5 indicating ‘ALMOST ALWAYS’ while 1 indicated ‘ALMOST NEVER’. The first part of the assessment included questions that DESCRIBE the family environment and structure in terms of Cohesion and Adaptability, while the second part of the assessment contained the same questions but the respondent is asked to answer as to how the IDEAL family would be for him. The structure of the FACE III is similar to that of SFI. FAD on the other hand, contains 53 unit questions which fall into 7 categories Problem Solving, Communication, Roles, Affective Responsiveness, Affective Involvement, Behavior Control, and General Family Functioning. The answers ranged from Strongly Agree, which was represented with number 4, to Strongly Disagree which was represented with number 1. Some of the questions on the assessments are similar or examine the same things like for example on the FACES ‘family members feel very close to each other’, is formulated in the SFI as ‘there is a closeness in my family but each person is allowed to be special and different’, while in the FAD it is delivered as ‘we cannot talk to each other for the sadness we feel’. Another example is the question ‘we accept each other’s friends’ – SFI, ‘we approve of each other’s friends’. FACES – ‘family members consult otherShow MoreRelatedHeritage Assessment968 Words   |  4 PagesHeritage Assessment Angel S. Winnie Grand Canyon University: NRS429V May 17, 2013 Heritage Assessment The heritage assessment tool is a checklist used by professionals to gain knowledge of patient’s culture and beliefs prior to initiating care. (Spector, 2000). There are many different cultures in this country, brining different beliefs in health, illness, recovery, death, and life. 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