Fetac Level 5 Customer Service Po2

Topics: Consumer protection, Consumer, Office of Fair Trading Pages: 9 (2604 words) Published: August 27, 2013
NAME: Gemma Steedman

TEST TITLE: Customer Service Measurement and Regulation

TEST: PO2

TUTOR: Loretto Barczynski

SUBMISSION DATE: 15 - 08 - 13

CUSTOMER SERVICE MEASUREMENT & REGULATING - BENCHMARKING 1. A Brief Overview; Tourism

The D Hotel
The award-winning d hotel is a luxury 4 star hotel in Drogheda Co. Louth Ireland is located on the banks of the historic River Boyne. This impressive waterfront location includes the Scotch Hall shopping complex and a purpose built pedestrian bridge to the town centre with its many traditional pubs and restaurants. The hotel offers 104 superb bedrooms designed for guest comfort and relaxation, many with superb views over the river and town. They have two penthouse suites known as the light and dark rooms offering luxury at its finest, ideal for special occasions.

The Westcourt Hotel
The Westcourt Hotel has been transformed into the hippest & liveliest luxury designer hotel in the region. After a major refurbishment in 2011, the Westcourt Hotel now attains the status as the most popular hotel in Drogheda. The inviting exterior is that of sophistication and city reminiscence. Located in the very heart of Drogheda it comprises of 27 tastefully decorated bedrooms all of different configurations, flat screen televisions with cable channels and high speed internet access. The aim of the Westcourt Hotel is to make your stay one of comfort, enjoyment and relaxation.

2. Summary/Evaluation

| The D Hotel| The Westcourt Hotel|
Organisation/Business Image| The image I got of the D Hotel was that it is a very middle of the road hotel. The décor is standard and not very up-market. It is clean and tidy and felt very welcoming, making me want to stay there. | The image I got of the Westcourt Hotel was that It is very up-market, the lobby is spotlessly clean and the décor is very high end. I think that the business image is better than that of the D Hotel.| Personal Presentation of Employees| The sales associate was wearing a black t-shirt and black trousers; I felt that she was well presented with regards to her hair and make-up; however her trousers were about six inches too long and dirty at the ends from dragging on the ground.| The sales associate was dressed in a black suit with a white shirt and no name tag. She was very well presented with minimal make-up and nicely groomed hair. The presentation of the staff is much better than that of the D Hotel.| Interpersonal Skills of Individual(s) Dealt With| I think the sales associate was very good at her job; she was polite and welcoming and made me feel like a valued customer. Her interpersonal skills were 100% better than those of the staff at the Westcourt Hotel.| The sales associate didn’t do very well and I think she should consider another career path. She was impolite to me and seemed exasperated with my questions. She could improve on her manners towards customers.| Effective Handling of Enquiry| The sales associate was very efficient in handling my enquiry as she had a very good knowledge of the deals available to me. She was much more effective at handling my enquiry than the employee at the Westcourt Hotel.| The sales associate wasn’t very efficient in handling my enquiry she made me feel like I was bothering her with stupid questions.| Ability of Employee to Present Information Accurately| The sales associate was brilliant she went through everything with me and explained what each price included making sure I knew what I was getting for my money. She was much better than the employee at the Westcourt Hotel.| Although I did eventually get the information I required the sales associate didn’t present it to me accurately as she just scribbled some generic prices down onto a scrap of paper and thrust it into my hand before dismissing me.| Overall Comment of Efficiency and Customer Service Delivered by the Organisations/Business| The only things that I found wrong were the fact...
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