Walk Through Audit of A Famosa Melaka in Customer Services
1.0 Introduction
This assignment is part of the work needed to be done for the Customer Service Operations and Excellence module. Our lecturer talked regarding the chosen location, A’ Famosa Resort Hotel Melaka, facilities and challenges faced. The topic of the speech was “Customer Service Challenges At A’Famosa Resort, an Integrated Family Entertainment Resort”.
According to their official website (Afamosa.com, 2013), A’Famosa Resort is a one-stop destination for all who are seeking to conduct business activities or for leisure and pleasure. It is not far from Malacca and contains many attractions for tourists and visitors such as the Animal World Safari, Cowboy Town, Water World and many more.
We were required to observe its conditions and if it needed improvements, what kind of improvements should be taken. This report was given a month time to be prepared and statistics were collected to better understand the public’s perception and opinion of the place. We were also required to identify the service problems faced by the resort and recommend appropriate ways to overcome the challenges.
2.0 Procedure
In order for me to better understand the condition of A’Famosa Resort and Hotel, a “Walk Through Audit” was arranged with me and my classmates and I also referred to TripAdvisor.com to obtain the reviews of the resort and its overall travelers rating.
2.1 Walk Through Audit A’Famosa Resort Berhad
The “Walk Through Audit” questionnaire contain several categories of questions that touches on various different aspects regarding the resort. The questions asked were about their ticketing system, information availability, experience, facilities, satisfaction and its general conditions. Identities were not required to be stated on the questionnaires to avoid biased or incorrect samples. A total of 19 samples were compiled and the result obtained were analysed for a wider picture of customers thoughts of the place.
2.2 TripAdvisor.com
TripAdvisor.com was
This assignment is part of the work needed to be done for the Customer Service Operations and Excellence module. Our lecturer talked regarding the chosen location, A’ Famosa Resort Hotel Melaka, facilities and challenges faced. The topic of the speech was “Customer Service Challenges At A’Famosa Resort, an Integrated Family Entertainment Resort”.
According to their official website (Afamosa.com, 2013), A’Famosa Resort is a one-stop destination for all who are seeking to conduct business activities or for leisure and pleasure. It is not far from Malacca and contains many attractions for tourists and visitors such as the Animal World Safari, Cowboy Town, Water World and many more.
We were required to observe its conditions and if it needed improvements, what kind of improvements should be taken. This report was given a month time to be prepared and statistics were collected to better understand the public’s perception and opinion of the place. We were also required to identify the service problems faced by the resort and recommend appropriate ways to overcome the challenges.
2.0 Procedure
In order for me to better understand the condition of A’Famosa Resort and Hotel, a “Walk Through Audit” was arranged with me and my classmates and I also referred to TripAdvisor.com to obtain the reviews of the resort and its overall travelers rating.
2.1 Walk Through Audit A’Famosa Resort Berhad
The “Walk Through Audit” questionnaire contain several categories of questions that touches on various different aspects regarding the resort. The questions asked were about their ticketing system, information availability, experience, facilities, satisfaction and its general conditions. Identities were not required to be stated on the questionnaires to avoid biased or incorrect samples. A total of 19 samples were compiled and the result obtained were analysed for a wider picture of customers thoughts of the place.
2.2 TripAdvisor.com
TripAdvisor.com was
References: 7.0 Appendix