customer service

Topics: Communication, Customer, Customer service Pages: 11 (5397 words) Published: October 27, 2014

Aloft London Excel
Starwood Hotels and Resorts worldwide is one of the leading hotel and leisure companies in the world with approximately 1000 properties in more than 95 countries and 145000 employees at its owned and managed properties. The brand landed in Europe with the Aloft Brussels Schuman in 2010 and is the fasted brand launched ever. Aloft is part of Starwood Hotels and Resorts and has been opened on 3rd of October 2011. The hotel has 252 guestrooms including 12 suites, 181 King Aloft guestrooms and 50 Double queen Aloft guestrooms, a Swimming Pool and Gym .Aloft is part of a modern 100 acre campus, located 10 minutes from Canary Warf, in the heart of London’s Royal Docks. Including onsite parking, 3 DLR (Docklands Light Railway) stations, with easy access to the Jubilee Line, central London and 5 minutes away from London City International Airport. A fresh, fun alternative to play and stay awaits at Aloft London Excel. As the only hotel directly connected to the International Exhibition and Convention Centre, nearby London’s newest shopping destination featuring the latest fashion savvy trends and close to Central London. Aloft offers something bold and new, a hotel that celebrates the individual and gives you the freedom to control and customize your travel adventure to fit your personal style. The structure of Aloft London Excel is an uncomplicated structure: we keep it simple, just 3 levels from talents to Hotel Manager. Aloft knows how important is for guests to be connected with friends and with the world… the bold technology that surrounded the hotel, from the Wi-Fi connection both in the public area and in the bedrooms and the docks in the bedrooms are just the highlight of the avant-gard technology that the Aloft is driving. AC 1.1 Discuss reasons for using customer service policies in your business organisation.

Aloft London Excel does anything that the guest can sense and will become part of his/her experience with the organisation .Everything Aloft London Excel is doing for the service of our guests will either add value or take away value. All behaviours must be on brand or reflect the brand personality. Aloft London Excel uses customer service because wants to demonstrate that there is opportunities to deliver, delight and engage the customers. The customer service policies must be implemented to all the employees by training to be able to attend each guest offering them anything/anytime always with the goal of exceeding their expectations. Being friendly, spirited and confident an employee will always engage easily with guests. So, like this they will be able to stimulate the guests and to create a relaxing and carefree environment. Aloft London Excel uses customer service policies both for employees and for the guests. Training all the employees to know about internal and external customer service policies will invigorate each other to work in harmony. Like this the message will be clearly transmitted and the guest’s satisfaction will be at the highest level of expectation. For this, as a manager, I have to create and maintain a very good and strong interdepartmental relationship. This will lead to an easy communication and help to share information and best practices. At Aloft London Excel I am using customer service policies is to ensure myself that all the stuff in contact with clients/guests are aware of the relevant description of all products and brands that are available within their respective unit. For example, all the employees should be trained to sell/to present the correct products and brands. If the product requested is not available, the employee must state this, but never use the “passing-off” or “substitution” of a product. Customer loyalty is about attracting the right customer and be sure that we offer them the service and the products they are expecting. For this we must ensure that the guest is happy...
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