Customer Service

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THE CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY, TOURISM AND RECREATION.

CUSTOMER SERVICE
CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY

[A CASE STUDY OF WHITESANDS BEACH HOTEL]

DONE BY : LYNETTE A. NYAGAYA
CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425

PURPOSE : Fulfillment of CAM graduate diploma in hospitality, tourism and Recreation.

[Customer service]
Dated July 2008 Presented to : Cambridge Association of Managers, International Examinations, Cambridge, UK ACKNOWLEDGEMENT
My sincere gratitude to my project supervisor Mrs. Nzioka for giving me guidance throughout the entire project write up. I also thank the entire DALC library for their support and assistance with reference material for the project. I also thank my husband for the support he gave me during my research and for helping me with the editing of the project.

EXECUTIVE SUMMARY
The study on customer satisfaction in hospitality and tourism industry was carried out in a single entity case of Whitesands beach hotel which is a Kenya’s first luxury hotel situated in the heart of Nairobi Kenya. The main objective of the research was to find out how to measure customer satisfaction in a hotel operation. The study is significant to all the hospitality and tourism industry because the stakeholders will realize that knowledge of customer’s expectations and requirement is the cheapest means of promotion. It is also necessary to trace the sources of consumer dissatisfaction to its fullest extent and to a much investigation needs to be taken to discover possible reasons for poor business performance or any weak links there may be in catering cycle.

Data was collected through the use of questionnaires which were formulated and sent to the respondents to fill. This was convenient because the respondents have ample time to read and answer the questionnaires. The sampling design technique and procedure was also used where a sample of twenty five employees were interview.

The data was then presented and analyzed by use of tables, bar graphs and pie charts.
Customer satisfaction requires continuous monitoring and challenge is on maintaining high level of service, awareness of customer expectations and improvement is services and product.
The hospitality and tourism should strive to satisfy their customers.

CHAPTER ONE

1.1 BACKGROUND INFORMATION OF STUDY AREA
Sarova hotels in Kenya commercial operation in 1974 formed by two of the sons, Chani and Mohindra and a local Kenyan, John Ngata Kariuki. 1978 saw the organization of the New Stanley hotel, now known as the Sarova Stanley. The hotel underwent extensive renovations that were completed in 1998. These renovations restored the hotel to its former Victorian grandeur and helped it regain its place as Nairobi’s leading five – star hotel.

Vision
To be the preferred Hospitality Company in the ownership and management of hotels resorts and game lodges in the key markets of Africa. Mission
- To engage with our guests and exceed their expectations in providing them with Sarova’s unique offerings of products and services delivering refreshing African hospitality. - To make Sarova hotels the employer of choice by offering associated of dynamic and challenging work environment which fosters personal and professional growth. - To work with the communities within which we operate in areas of improving their lives through a leadership driven corporate social responsibility charter. - To deliver consistent value addition to our share holders. 1.2 ORGANIZATIONAL STRUCTURE

1.3 AREA OF STUDY
The study on customer satisfaction was carried out in the sarova, Whitesands hotel which is Kenya’s first luxury hotel situated in Mombasa north coast.

1.4 TERMINOLOGIES
Customer - A person or an organization that buys from a business

Satisfaction -A person’s feelings of pleasure or perceived...
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