Hospitality Case Study: Customer Care and Satisfaction in Sheraton Hotels

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• customer satisfaction in hotels in CT Essay

  ...CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN MBUNGWANA CHRISTINE LUNGISWA 2009 CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN by MBUNGWANA CHRISTINE LUNGISWA Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology Supervisor: A Bester Co-supervisor: Prof. Dr. J A Watkins D. Phil., D. Com., Ph. D. Bellville November 2009 ii DECLARATION I, Christine Mbungwana, hereby declare that the contents of this dissertation represent my own unaided work, and that the dissertation has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the Cape Peninsula University of Technology. Signed Date i ACKNOWLEDGEMENTS I would like to express my sincere gratitude and appreciation to the following:  JEHOVAH my Creator for making the impossible, possible.  My one and only Mbungwana‟s family for their motivation and support.  My husband to be, Sbusiso Paul Ndlovu for his unconditional love and support.  My gifted co-supervisor Prof. Dr. J.A. Watkins, for his guidance and support.  My wonderful supervisor Mr. A. Bester  My academic mentors Mr. Pat McLaren and Dr. Oswald Franks, for their motivation.  All the case study hotels...

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• customer care and customer satisfaction Essay

  ...Customer care Caring about your customers — and showing it through your service — gives you a high return on the time, effort and money you invest. Loyal customers are well worth nurturing. They buy more, more regularly. And the cost of selling to them is almost nil, whereas finding new customers is an expensive business. Satisfied customers will recommend your product to others. Dissatisfied customers will complain about you to an average of ten other customers and potential customers, multiplying the damage to your reputation. This briefing explains: x Stick to what you have promised. If you say you will call back, do. If you say you will send a quote by Friday, keep to that deadline. B Concentrate your efforts on the needs of the customer — not on what it would suit you to sell. C Use your person-to-person skills. How to communicate with customers. x How to involve your whole team in customer care. Be polite, friendly and positive. Smile, make eye contact and look and sound enthusiastic. Speak clearly. Use physical contact. Shake hands. Do not be held back by British reserve. How to handle complaints. x x How to deliver consistent service. x Greet your customers as if you are pleased to see them. Learn...

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• Customer Satisfaction Essay

  ...Abadh Jibi Ghimire SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study- Sagarmatha Nepalese Restaurant in Vantaa THESIS CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism May 2012 ABSTRACT CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Unit for Technology and Business, KokkolaPietarsaari Date June 2012 Author Abadh Jibi Ghimire Degree programme Degree programme in Tourism Name of thesis SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study of Restaurant Sagarmatha in Vantaa Instructor Pages Purna Chandra Adhikari 53+4 Supervisor Katarina Broman This thesis was done in Vantaa, in the Nepalese restaurant Sagarmatha located in Helsinki. The working life instructor of the thesis was Purna Chandra Adhikari, the manager of the Restaurant Sagarmatha. The aim of the thesis was to give quality service and make the customer satisfied. In the food industry there are fewer opportunities for building up competitive benefits unless knowledge applying to the business environment is analyzed. Meantime, there is price pressure caused by the absence of opportunities for product differentiation, product identification and product acquaintance, particularly in Finland. At the moment, there are more than six hundred ethnic restaurants in Helsinki only, and...

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• Hospitality Studies

  ...Introduction It is being a trend that environmental sustainability become a major setting for today’s business, hospitality industry is no exception. In this report, it will briefly describe the possible reasons for hotels to think and act green, the actions they take, also demonstrate some advantages and disadvantages of doing so. Why Go Green One of the reasons for hotels are going green is because travelers are demanding greener travel choices and they want green hotel. As it shows in a survey done by Conde Nast Traveler, which is one of the industry’s most respected organization, 87% of responders said it is important that a hotel is environmentally friendly and almost 75% said they are influenced by a hotel’s environmental policies when deciding on a hotel (Slye, 2009). From another point of view, hotels are going green also because of the competition. Since most of the competitors are taking action to going green, for example, Hilton Hotels Corporation is making strides in meeting its sustainability goals set in 2008 for earned green lodging certification and installed carpets that are made from more than 70% of recycled content at their new hotel concept (Environmental Leader, 2009), so in order to gaining a competitive advantage, hotels are differentiating themselves as an environmental sustainable company. What To Do...

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• Customer Satisfaction Essay

  ... Customer Satisfaction Ratings: Towards the Development of A Valid and Reliable Evaluation Instrument for Restaurant Services Windion G. Sarmiento Chapter 1 Introduction to the Study This chapter is divided into five parts: (1) Background and Theoretical Framework of the Study, (2) Statement of the Problem and the Hypothesis, (3) Significance of the Study, (4) Definition of Terms, and (5) Delimitation of the Study. Part One, Background and Theoretical Framework of the Study, presents the rationale for choosing the problem and theoretical framework upon which the study was anchored. Part Two, Statement of the Problem and the Hypothesis, states the main and specific problems of the research and presents the hypothesis tested. Part Three, Significance of the Study, cites the benefits that may be derived from the findings of the investigation. Part Four, Definition of Terms, offers the conceptual and operational meanings of the important terms used in the study. Part Five, Delimitation of the Study, sets the scope and coverage of the research. Chapter 2 Review of Related Literature This chapter is divided into four parts: (1) Evaluation Instruments, (2) Customer Satisfaction, (3) Restaurant Services, and (4) Summary. Part One, Evaluation Instruments,...

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• Study on Customer Satisfaction Essay

  ...produce and deliver quality products adhering to International Standards. This study is to show the customer satisfaction level about the ROOTS cleaning products and also to know the factors playing a major role in doing the customer satisfaction the study also mainly focus on services provided by the ROOTS MULTI CLEAN LIMITED. The service includes both after sales service and before sales services to the customers. As each customer is different in some perspective the study is focused more on the factors influencing the customer’s happiness? ABOUT CUSTOMER SATISFACTION: Customer Satisfaction begins with the following specific assumptions about company’s relationship with the customers. 1. The customer service activities focus mainly on existing customers. 2. Some customers are more important than others 3. They are the assets. 4. The customer is always specific. The customer needs and value should influence every aspect of the organization strategy, employee safety and performance, product and organization strategy, employee safety and performance, product and service development, sales and marketing programs, operational procedures and information and measurement system....

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• Essay on Good Satisfaction Customer Satisfaction

  ...PROJECT REPORT ON CUSTOMER SATISFACTION (BUSINESS RESEARCH METHODS) APRIL: - 2013 SESSION: - 2012 - 2013 Submitted To: Submitted By: Ms. Sugand Ankit Gupta Assistant Professor MBA II Department of Management Studies 28401 ABSTRACT MY project report gives brief study, on what are Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer’s perceptions. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult than servicing existing or repeat customers. Such researches provide a wider scope to the firms in the terms of high customer satisfaction. TABLE OF CONTENTS S.No. Particulars Page No. 1. INTRODUCTION Meaning of Customer Research Why Organizations Focus on Customer Satisfaction? Need of Customer Research 4 2. Business Techniques of Customer Research 5 3. Why Measure the Customer Satisfaction? 6 4. Customer Satisfaction Measurement 7 5. Need for Measuring Customer...

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• A Study on Customer Satisfaction Towards Lifestyle Essay

  ...INTRODUCTION: DEFINITION OF CUSTOMER The father of our nation, Mahatma Gandhi’s famous statement is worth recollection- “A customer is the most important visitor on our premises .He is to dependant on us ,we are dependant on him .He is not dependant on us, we are dependant on him. He is not an outsider on our business. He is a part of it .We are not doing a favor by serving him, he is doing us a favor by giving us an opportunity to do so.” According to Peter Drucker. “The purpose of a business is to create customers.” Implied in his words and his work, is the importance of keeping those same customers and of growing the depth of their relationship with them. Hence a customer is the most significant part of any business concern. Without a customer, there is no purpose to a business. Hence there is a direct relationship between number of customers to the profits of the concern .Large number of customers bring larger profits. RETAILING A retailer is any business that sells products to consumers for personal use. Restaurants, supermarkets, banks, mail-order catalogs are all retailers .Retailing is the final link in the marketing channel bringing products and services from the producers and providers to consumers Retailing is important because it creates economic utility, it helps manufacturers reach consumers, and it...

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