Englisah or Management

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Tune Hotel

DATE: November 1, 2012
TO: Darren Choong Kiat Yiu, General Manager
FROM: Izzie Lim Jia Qi, Manager of Customer Service Center

SUBJECT: RECOMMENDATION ON IMPROVING THE HOTEL FACILITIES

At your request I am writing this report detailing my recommendations for improving in every department within Tune. My recommendations are convinced on my own experience acquired from other branches, questionnaires and customer’s complaints.

Background

The Tune has increased its number of customer from 61 to 70 percent over the past two years. However, these statistics do not show that all of the branches are having good results. Some of the branches unable to reach the customer satisfaction when provide the services. We have been complained by customer more heavily than ever before. Previously in year 2011, Tune has received around 500 customer’s complaints letter. Jackson Tan who serves as customer service assistance reports that he expects Tune will probably continues to receive many complaints from customer and this may subsequently cause the number of customer decrease.

Problem

As there are many competitors existing out there, I found that we had received many complaints regarding to the poor quality of food served and the level of services provided by our employees were no longer achievable in high standard. Besides that, they also complaining regarding to poor quality of facilities in Tune and lack of securities and safety on the prevention of theft from customer and the hotel since the crime rated in Tune increased in recently. The performance for every Tune branches generally is decrease.

Findings
Hotel services
Based on the results of our survey, majority of the guests said that they are not satisfied with the cleanliness of the hotel corridor and hotel room. The room is full with rubbish even though cleaning service has provided. Besides that, based on the results of the survey, 90% of the customer said that the...
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