Transcript Customer service @ the Mehfil Hotel

Customer service at the Mehfil
Hotel
History of the Mehfil hotel
Mr Arun Handa who is the owner of Mehfil
hotel, is a hotel that is located in Southall, It
is a small organisation, it first opened
December in 2003, by being a 3 star hotel
and also being a 5 star restaurant: Mehfil
hotel makes a million pound worth of sales
every year.
Size and type of organisation
Policies at the Mehfil hotel
• Customer service policy – the rules that the staff
must follow are that complaint should be kept
small. Staff should wear uniform, all staff should
be trained, all feedback should be given to the
manager.
• Complaints policy
• The Mission Statement
processes
• Customer interface face to face
• Reacting to feedback
• Increasing loyalty e.g rewards
• Keeping records –
• Staff training
Processes
• Booking a room
• Booking at the restaurant or banqueting
suite
• Speak here about all of the points I
explained and use the information on the
student shared drive.
Resources
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Staffing
Experience
Qualifications
Finance budget
Organisation aim is to approach training,
within the hotel, which is given in house.
Ways of measuring customer
service