Importance Of Customer Service And Quality Control Tourism Essay

Importance Of Customer Service And Quality Control Tourism Essay Customer service and quality control is the most important part for the hotel business industry. The value of excellence in customer service will be acknowledge by this hotel. This hotels management will be introducing quality in customer service. The proposed hotel concept will definitely meet the customer satisfaction and will have satisfied customer. To ensure and keep the quality expected by now days customer, there is two aspects of quality in general with particular attention, design quality and the quality of conformity with design. The design quality is a concept implying the presentation of service directed to the needs of customer and hotel can satisfy customers demands. Our hotel will do market research in order to determine who their customers, and which of their demands require special attention. The quality of conformity with the design completes the first aspect because it represents the level to which service meets the demands of the market. The quality represents the satisfaction of the customers needs and in order to achieve it and keep it in time, we not only need a continuous research into the demands of the customers but also of our own capabilities. Such an approach would ensure the pursuing of constant improvements according to the demands of customer. Service concept This hotel will apply different method to improve their customer service . The delivery of service in this Hotel is dynamic and interactive in process based on the customers perspectives that is much more than trade of payment for a specific service. These features of this Hotel services are heterogeneity, perishabilty and simultaneity that always demand customers to be involved actively in supporting this established service value, through getting their own food in the buffet are, collaboratively working with the service staff and cooperating with the hotel management. There had been a volume of strategies applied by the hotel in order to evaluate the feedbacks of the customers about the service quality. From the implementation of information technology, market researches and some global businesses that puts excellent quality into customer service in order to achieve positive results (Ford et al, 1998). This Hotel will be aspiring to add its values to make the hotel a great place to relax and do business. The hotels core value is We achieve, cope, and exceed our consumers expectations. We will have the commitment for excellence and will provide the highest standards of fairness and integrity. We value the ideas, culture and diversity of people (BHA, 2002). While the advantages of the customer service quality have been recognized already, it is valuable to focus on the customer service quality which is dependent on the seminars, quality of trainings of a firm that experiences on the stages of exerted collaborative efforts. We respect the value and dignity of our customers as we develop our communities through motivating innovation, change and accountability. As we search for growth and knowledge by training. Guest Satisfaction Satisfaction of a customer is a business philosophy which tends to the creation of value for customers and demonstrating ability and responsibility to satisfy their needs. Quality of service and customer satisfaction are critical factors for success of any business (Gronoos, 1990; Parasuraman et al., 1988). As Valdani (2009) points out: enterprises exist because they have a customer to serve. The key to achieve sustainable advantage lies in delivering high quality service that results in satisfied customers (Shemwellet al, 1998). Quality of service and satisfaction of a customer are key factors to obtain competitive advantage and keep good relationship with customer. For management team of a hotel Nowadays one of the biggest challenges in the hotel industry is to provide and support customer satisfaction. Quality products and service is main requirements for customer in the hotel industry. The starting point of business is customer satisfaction. customers higher commitment and increase their return rate depends in positive relationships with the customer. Long-term and reciprocally advantageous relationships between customers and the hotel is becoming progressively important because of the highly positive correlation between guests overall satisfaction levels and the probability of their return to the same hotel (Choi Chu, 2001). management thinks that the hotels employee relations are good they will deliver satisfactory service to the guests. Hotel is dedicated to organize the pace for the hotel industry, increasing the bar on how it develops. Established according to diversity, the firm states that is the core values of the company in order to make an environment to make customers happy. It blends and mines the skills of its staff all over the world and takes care of their hotel guests. It is a commitment that starts at the top management, but also contributes to the tasks of each staff Our staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, it is addressed with the utmost of haste. If your complaint remains unresolved or you leave disappointed, any one of our staff can invoke the 100% Guest Satisfaction Guarantee. This means that you will not have to pay for your room or the service in question. Our staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, our customer service team will handle the complaint as soon as possible. If customers complaint remains unresolved or customer leave disappointed, any of our staff can solve the problem ,This means that you will not have to pay for your room or the service .To keep you coming back time and again, we strive to provide an exceptional service level at all times. This is our promise to youà ¢Ã¢â€š ¬Ã‚ ¦ or your money back. Location The hotel will be located in heart of Birmingham where the close attractions include Bullring shopping centre, Birmingham royal ballet, Alexandra Theatre, Sea life centre and international convention centre. Main reason for booking a hotel room in a culturally established in western country and any hotel located to numerous sightseeing places and attractive visiting sites is a fast-look(Nadeau and Ryan, 2010, p-444). The guest can make the most out of their day, in this Hotel in Birmingham. The guest can go back to the hotel after spending the entire day with colleagues, family and friends, have a slumber party, have fun the comfortable amenities of the hotel. The basic hotel feature will be the city centre location that will be nearby Bull Ring wonderfully located hotel in the second largest city of England in Birmingham.. The hotel location will be very convenient for all the guests and visitors due to the short walking distance towards various attractive locations including the Na tional Sea Life Centre, National Indoor Arena, Colmorow Business District and International Convention Centre. Other entertainment, shopping and dining venues will also be closely available such as the Mailbox and Bullring. Additionally, the hotel location will also be convenient for traveling due to Birmingham International Airport around twenty minutes drive and Train Station that are closest to hotel with five-minute walk. Front office The guest services and front office are the most important part of a Hotel. As the representatives for the service keepers and experience if the main keys to their guest drivers satisfaction, these two departments are crucial to the continual efficiency of the brands, company and hotels in general. The guest services and front office provide the consistent guest relation, with the most miscellaneous operating experience in this Hotel in Birmingham. The guest service and front office are related avidly to service quality and the much information that establish comforting and warm memories to the entire visit of the guests. They make sure that their guests are comfortable while far from home; even if they are there for leisure, travel of business (Hannan and Freeman, 2000). The Front Office Department will have: Reception Guest Service Offices Bell Services Reservation Operators Executive Club Health and Recreation Centre and Business Centre. Our hotel will provide guest assistance with luggage, transportation etc.The reason of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Staff of the Front Office Department often provides the first and last impression of the hotel to our guests. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. Manager of the front office who will come under the direct supervision of the Director of Rooms and supervises the Front Office Department. Hospitality, warm welcome is very essential. Management team in front office will provide first and last impression. They will try to have longest contact with guest, Long term service, recognition of repeat guests, remember names, guest histories. Staff will be trained how to upselling or suggestive sell to a customer(eg. Suggest deluxe or suites). Housekeeping concept in hotel This hotel will be experiencing in housekeeping operation in the hospitality industry and effectively managing the housekeeping function and staff. The management team of the hotel will develop procedures, service standards and operational policies, planning and implementing effective control. Excellent relationship building and vendor negotiation skills and will provide soft skills training for all levels of manpower and managing large teams and motivate the team members which will meet the customer satisfaction. Core member of the team will involve in the planning and setting up of housekeeping department at this five star hotel and spa and relationship with team members to create a harmonized work environment and eye for detail combined with skills to plan and implement novel ideas that increases customer satisfaction. Most of the hotel have this problem, Pillow Cases Off, She et Off Bed or dirty, Lift Mattress Foot, Lift Mattress Head, unclean toilet , tiles, not been vacuum, unclean carpet, unclean bath,sower , not stoked up, unclean curtain etc. In our hotel in Birmingham we will make sure all the staff been trained properly about hospitality , service, deal with complains, customer needs and the above issue, we will try our best not to happen the above issue in our hotel Bedroom concept As a five star hotel will have luxury bedrooms and bedroom service. Normally hotel rooms are divided into six types: one bed room, two double bed room, two bed executive room, king bed room, king bed executive room, and suite in order to meet customers satisfaction this hotel will have 28m by 2 spacious rooms that features the signature of their brands with the ceiling is about three meters highs, ultra comfortable bed and oversized pillows as well as the roomy bath amenities and walk-in showers made by Bliss Spa. Each room is equipped with supplementary wifi Internet and a plug and play connectivity, which links most computer devices to the 42 inches LCD TV, turning the guest room into a high technology office as well as entertainment room. Quality Control Quality control is the case of failure of many hospitality organization. Quality control is relatively easy to manage. In our hotel we will make sure quality is gone be on top of the range. the importance of the effective management of the delivery of quality service is becoming more evident throughout all aspects of the service sector and especially in the hospitality industry. The quality of service in hotel industry is an important factor of successful business. Existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies. Similarly, the Ritz-Carlton hotel company, the recognized leader of the quality movement in the hotel industry, employs gold standards(their credo, motto, and basics) to communicate their commitment to quality service. Express Laundry Most probably in our hotel average guests stays at a hotel around two days, which makes getting laundry done a complicated matter. But our hotel will have Express Laundry. All shirts, blouses, socks, underwear, pants and other pieces of clothing, handed in before 8 p.m. will be returned fresh and clean that same evening. Check in and checkout This hotel will have a excellent check in system in place for the guest. The front office receptionist answer telephone and make reservation for the guest and will check the internet about reservation information . They also take messages and distribute mail both to guests and employees of the hotel. There is a special discount for the online customer so we encouraged our customer to book online. We will have a system to check out guest without causing any problem. Checkout procedures are essential for maintaining and growing our customer base that as the final impression that our customer will have of our hotel. We will ensure that our front office staff makes the most of this opportunity by developing a checklist for your checkout. This is one of way to meet customers satisfaction, keep customers loyalty. In our hotel there will a express check in and checkout system, so customer dont have to wait for check in or checkout in the front counter. Even with our improved departure process with Satellite Reception desks, some guests cannot spare the time to check-out in the morning. For our guests in a rush we offer Express Check-Out to save valuable time and ensure an efficient and accurate check-out, by offering the options of sending invoice by email, mail or a quick pick-up at the reception desk Bar service We will have bar area for the customer and there will be a restaurant in the same floor with open kitchen so customer can see directly how we take care of our customers food. We will have a live music show for our customer in every weekend and drinks for our customers and also open to public. We will have A large screen led TV on the other side of lobby. Sometimes, customers can watch football match whilst enjoying meal. High speed internet access This hotel will be providing high speed internet connection and hotel will have this following facilities:   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª High-Speed Internet connection in the entire building including the common areas.   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª Automatically assigns IP address via DHCP (Dynamically Host Control Protocol).   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª Always-on Internet no dialup just plug in and start to browse.   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª Each room is on its own Virtual Local Area Network (VLAN) connection thus protecting your data from other users.   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª Public internet protocol address assignment for VPN access.   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª Firewall protection.   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª 24 hour support service for technical assistance.   Ã‚  Ã‚  Ã‚  Ã‚  Ãƒ ¢- ª No additional software required to connect. Conclusion As the customer service quality is affected by different elements such as hotel management and staffs , in the case of this Hotel, it will be obvious that solely the training is not enough for excellent service quality (Ford et al, 1998). . The dedication to adaptability and leadership of the management on change are also valuable to service quality The possibility and feasibility of establishment of a new contemporary hotel in Birmingham will be successful. This new concept of the hotel is designed and planned with the new planning and designing in order to make the guests stay very comfortable with confidante and with satisfaction. This hotel in Birmingham Will be giving sufficient power to effectively contribute customer satisfaction.

Romantics cautioned Essay

Whereas the great minds of the Enlightenment has placed great value on the pursuit and acquisition of knowledge, the Romantics cautioned that knowledge, unrestrained by a proper respect for the natural order, could lead to despair. There are several episodes in the book that point to the destructive power of knowledge that does not respect proper boundaries. The reader’s impression of Victor undergoes a transformation from a light, idyllic childhood, to a darker, more solitary figure pursing his passion by moonlight at Ingolstadt. His retelling of the story takes on a rushed, obsessive mood as he talks of nights in graveyards and charnel houses, foraging in the ground for human flesh and body parts. He remarks, â€Å"I seem to have lost all soul or sensation but for this one pursuit.†(Shelley 39) In his obsessive pursuit of knowledge and the power to create life, Frankenstein oversteps the boundaries of nature. In a moment of reflection, Frankenstein warns Walton, â€Å"Learn from me†¦ how dangerous is the acquirement of knowledge and how much happier that man is who believes his native town to be the world, than he who aspires to become greater than his nature will allow.† (Shelley 38) In a similar manner, the innocence and naivetà ¯Ã‚ ¿Ã‚ ½ of the monster undergoes a transformation while sitting outside the cottage increasing his knowledge from tales in Ruins of Empire. Retelling this new knowledge to Frankenstein, the monster laments, â€Å"I could not conceive how one man could go forth to murder his fellow, or even why there were laws and governments†¦when I heard details of vice and bloodshed, my wonder ceased and I turned away in disgust and loathing.† (Shelley 104) Having previously been enamored with the beauties of nature, and capability of man, the monster reflected a sense of disillusionment when he asked, â€Å"Was man, indeed, at once so powerful, so virtuous and magnificent, yet so vicious and base?†(Shelley 104) Perhaps the most powerful caution against knowledge that does not respect natural laws comes when Shelley invokes the themes of Genesis, and Milton’s Paradise Lost. What more powerful image could there be to prove this point, than that of Adam and Eve disobeying God’s laws, eating from the forbidden tree of knowledge, and being cast out of the Garden of Eden into the dark world? Shelley’s portrayal of Victor and the monster’s evolution seem to align the innocence of childhood with the Romantic themes of sentiment, emotion, and an idealized view of the world. Victor’s depiction of his childhood seems to be filled with hope and happiness. He retells fond memories of family and friends that appear in stark contrast to the path his life took after the death of his mother. Similarly, the monster is initially described as possessing a childlike inquisitiveness, innocent and optimistic, until the outside world changes him. â€Å"I was benevolent and good; misery made me a fiend.†(Shelley, 84) Experience and knowledge change both of these characters for the worse. It is only the return of a friend from Victor’s childhood, Henry Clerval, which can pull Victor out of his darkness and rekindle an appreciation for the beauties of nature. Romantics believed that people should look to the natural world around them in order to provide insight into their inner selves. (Spielvogel 152) Frankenstein’s obsessive and reclusive studies cause him to neglect correspondence with his family for two years, and it is only Clerval’s appearance that can draw him out of seclusion and into nature. Their explorations through the countryside restore life to Victor. His renewed appreciation for nature makes him temporarily forget the dark, destructive path he was on. Clerval is the epitome of a Romantic character, well read in books of chivalry and romance, a composer of heroic songs, and an author of tales of enchantment and knightly adventure. (Shelley 23) These are the themes of the Romantic Movement! Shelley’s depiction of Victor and Clerval are not meant to be an indictment of education and knowledge, or even of science for that matter. According to Patricia Neal, Shelley â€Å"considered education essential for improvement.† (Neal) In fact, it is the knowledge the monster receives by reading great works of literature that allow him to develop a sense of awareness and truth about himself. Shelley cautions against the unrestrained quest for knowledge, as Victor warns Walton â€Å"you seek for knowledge and wisdom†¦and I ardently hope that the gratification of your wishes may not be a serpent to sting you, as mine has been.†(Shelley 15) It is the selfish pursuit of knowledge, to the detriment of an appreciation for natural beauty, which leads her characters down destructive paths. An important theme of Romantic literature, and one very present in Frankenstein, is the idea that the progression of industrialization would cause people to become estranged from their inner selves, their identity, and the natural world all around them. (Spielvogel 152) The Movement placed a great deal of emphasis on nature and a glorified past because the Industrial Revolution was destroying nature and creating a gloomy environment. Victor is so immersed in his selfish scientific pursuits that he becomes oblivious to natural beauty all around him, â€Å"Never did the fields bestow a more plentiful harvest or the vines yield a more luxuriant vintage, but my eyes were insensible to the charms of nature.† (Shelley 40) Waldman’s characterization of scientists penetrating the depths of nature to discover its secrets, draws attention to industry and Science’s attempt to master the natural world, and the disruption of the delicate balance between humankind and nature that had existed in a previous era. (Shelley 33, Damyanov) The early days of the Industrial Revolution held so much promise and potential for improving civilization, but the results were not always so beneficial. Similarly, Victor had noble intentions when he began his research, but a lack of self-restraint meant the outcome was destructive. Shelley was alarmed by â€Å"the absence of conscience, or awareness of implicit obligation to provide safeguards in scientific creations.† (Neal) She was concerned about the long-term effects as Victor/mankind focused on his ability to manipulate nature, and lost sight of the bigger picture. The creation that held so much promise in the beginning, whether it was Shelley’s monster or the Industrial Revolution’s machines and science, had become a scourge upon society and a threat to its very existence. Shelley issues an eerie warning as the monster threatens the lives of Victor’s loved ones, â€Å"Remember that I have power†¦you are my creator, but I am the master.† (Shelley 152). The countless adaptations of Frankenstein that have been drawn from the original, fail to capture the essence of the story and the societal conflict it addressed. Victor Frankenstein’s desire to challenge the laws of nature led him down a path of self-destruction. His pursuit of knowledge and glory consumed him as he lost sight of the larger purpose, and lost respect for the natural world. Shelley intended his story to be a lesson to a rapidly changing society. Originally applied to the Industrial Revolution, these same lessons are still appropriate to a contemporary society engaged in a Technological Revolution. Works Cited Bushi, Ruth. â€Å"The author is become a creator-God’ (Herder). The deification of creativity  in relation to ‘Frankenstein'† October 15, 2002 http://www.kimwoodbridge.com

God’s Word in Schools Essay

Currently our country is in moral decay because we are not raising our children under the authority of God’s Word. For example, some parents feel as though their children should not have to do chores around the house. It is our responsibility as parents to educate our children on what God’s Word  says about all of life’s issues, including chores. In Jane Smiley’s, The Case Against Chores she attacks parents that have their kids do chores saying that it alienates children from the family, but it my family it brings us together because we all pitch in to get the job done. In 1 Samuel 16:11 it says when Samuel came to anoint David, he was in the field tending the sheep. He was doing his chores! This passage clearly indicates that God wants kids to do chores. Whether or not our kids do chores is not the biggest issue though. In the 1960’s the U. S. Supreme Court decided to take prayer out of our schools. From that point on our country has seen a vast moral decay resulting in things such as AIDS and the murder of millions of innocent babies. Are we to blame the government for this? How about the school system? We need to look at ourselves as parents. Since our school systems are not going to allow the Word to be taught we parents must take up the sword and teach our children what God has to say about life’s major issues. Traditional family values are quickly becoming a thing of the past. In her article Ms. Smiley states, â€Å"And don’t the parents love their children anyway, whether the children vacuum or not? † This is insinuating that the only reason parent’s love their kids, is because of the work they do. To that I say it’s because we love our kids we assign them chores. This helps them learn responsibility. The Bible says, â€Å"Train up a child in the way he should go: and when he is old, he will not depart from it† (Proverbs 22:6). It’s not just about teaching our children what the Word says, but we must show them in our relationship with them. Ms. Smiley says in her article when she was taking care of her horse she saw the purpose of her labor. If we educate our children about God’s Word they will see the purpose in everything they do. Colossians 3:23 says, â€Å"And whatever you do work at it with all your heart, as working for the Lord, not for men. † When God’s Word is in our heart our entire life takes on new meaning. Ms. Smiley says in her article when she was a girl she had a problem with a teacher because she (Ms. Smiley) always did what she wanted to do. She had no responsibility. She would leave for school with her room a mess and return home and it would be cleaned up for her. It’s clear that God’s Word had not been taught to Ms. Smiley. The Bible says in Romans 13:1 that we are to submit ourselves to authority. Proverbs 15:33 tells us the fear of the LORD teaches a man wisdom. Had Ms. Smiley been taught the Word there would not have been a problem. In the case of Ms. Smiley we can see where our culture is going astray. We have gotten away from God in the home and in the schools and we now have one generation passing down their values (or lack thereof)  to another. In order to restore our country to what our founding fathers intended it to be we must start in the homes. We can do this by giving our kids chores, disciplining them when needed, telling them what they need to hear as opposed to what they want to hear, spending time with them, showing them love, and most importantly teaching them about our Heavenly Father. In doing so we can bring up a nation of young leaders who can restore this great land to what it once was, one nation under God with liberty and justice for all.

Evolution Of Netflix. E Commerce - 1371 Words

Raphael Azenadaga ITEC 442 Case Study Evolution of Netflix E-commerce has seen an alarming increase in growth since it was first initiated back in the year 1995. Since its initiation, many companies and businesses have adopted to using the internet as their sole method of reaching customers from all parts of the world and transacting business in a much more simple and secured way. According to Investopedia, â€Å"In the 21st century, the shift to e-commerce has been by far the biggest technological advancement that has changed consumers’ buying habits†. People now have the comfort of buying and selling stuff without going through the physical hassle of actually going into shops just to buy or sell their items. Businesses are booming and this has led to an improvement in profit margins and better conditions of business. Investopedia also states that, â€Å"Between 2010 and 2013, global online sales nearly doubled in dollar amount, from $680 billion to $1.25 trillion†. 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