Customer Service Job Analysis

Improved Essays
Getting a great education is essential in making sure that you have your future set up correctly. Getting a degree in whatever area is your strong suit, is a great first step. You want to make sure that your education is going to give you the correct tools to use later on in your life. Christopher Manning of Cape Cod got his degree in Economics from the great University of Oklahoma. He now runs his own hospitality business in Cape Cod, and is quite successful at it.
The University of Oklahoma has been around since 1890. It was a university in a state that hadn’t even reached statehood until 1907. Since then, it has enrolled many students who are on their journey to higher education. During World War II enrollment was at all time lows, for good reason of course, but then after the war, they had an almost record breaking enrollment that lasted well into the next
…show more content…
Hotels need Customer Service
When you work with people, no matter what area or industry you work in, you have to keep in mind that you have to be gentle with them. It does no one any good if you are rude and disrespectful to customers because it turns them off from returning. Customer service is one of the keys to running a profitable and popular hotel. Christopher Manning of Cape Cod and the Pylon Hospitality Management group knows all about this. He has been in the hotel management business for many years and he knows just what to do to make guests happy. He runs many different hotel chains and is successful at all of them.
Customer service is one area that many people dread, but you ultimately need when you want to work with people, especially tourists and other guests that are staying in your hotel. Treating people in a polite manner while making sure you address all of their needs may seem hard, but it’s not. If you are rude to someone, they will most likely retaliate in the same manner, which then makes you unhappy. Staying positive is the only way to get the job done, and in the correct

Related Documents

  • Superior Essays

    Service West Job Analysis

    • 1174 Words
    • 5 Pages

    How We Execute the Job Makes Us the Best Service West cares about your experience. We know that once we have the design specifications, the budget, and all the products are on site, you want our staff to stay on schedule and within budget while providing documentation along the way with the least amount of interruption to your business. We understand what you expect, and we strive to deliver quality work. Meeting these objectives requires thorough planning, accurate pricing of your project, knowing where we stand at all times, and timely communication from both sides are how the job is finished in an efficient manner.…

    • 1174 Words
    • 5 Pages
    Superior Essays
  • Improved Essays

    Quint Nuder Ethics

    • 1269 Words
    • 6 Pages

    Quint Studer and Business Ethics In today’s society, “eighty-three percent of employees feel that companies want to promote good ethics and integrity within the organization and throughout the community” (The Impact of Codes of Conduct on Corporate Culture). The number of organizations that have illustrated their interest in improving the ethics standards is on the rise. Quint Studer has effectively created a set of business ethic guidelines to help any organization improve their company by keeping the focus on service, quality and satisfaction of the employees.…

    • 1269 Words
    • 6 Pages
    Improved Essays
  • Decent Essays

    Customer Service Worksheet Chapter 2 Quick Prev. 1. T 7. F 2. T 8.…

    • 96 Words
    • 1 Pages
    Decent Essays
  • Improved Essays

    Mission and Vision of the organization: ‘’To be the preeminent global hospitality company - the first choice of guests, team members, and owners alike’’ (HiltonWorldwide, 2007) ‘’To fill the earth with the light and warmth of hospitality’’ (HiltonWorldwide, 2007) As we can see in these two quotes Hilton has aspiration to be not just good but to be the best in the world from my experience in this Hotel I was able to see that for every employee doesn’t matter if its General manager or receptionist the most important is always client I could see the way people were talking to costumers always trying to help them and resolve all the problems always with the big smile on the face just like I wish it should be if I was a guest.…

    • 3013 Words
    • 13 Pages
    Improved Essays
  • Great Essays

    Summarize the relevant background information from the case. Company recognition and customer service awards are great evidence of success in quality. With the vision of “inspiring life’s most meaningful journeys”, Ritz-Carlton is recognized as one of the most prestigious hotels and resorts in the world (Marriott, 2016). As the first and only hotel company to win the Malcolm Baldrige National Quality Award, Ritz-Carlton employees take pride in their renowned customer service skills.…

    • 1435 Words
    • 6 Pages
    Great Essays
  • Improved Essays

    The front desk officer is responsible for leading and assisting with hotel front office functions, primarily interacting with guests and facilitating hotel check-in and check-out procedures. The front desk officer requires exceptional customer service to guests. The individual alone, must have excellent management and communication skills. The Guests’ first impression is important to the front desk officer as it reflects their attitude towards others. The cultivating relationship between customer and employee is based on the customers…

    • 1026 Words
    • 5 Pages
    Improved Essays
  • Superior Essays

    Room Division Case Study

    • 726 Words
    • 3 Pages

    1.1 INTRODUCTION Every hotel, motel even a resort need to has a room division. But do you know what about Room division? In fact, room division operations have separate to front-of-the-house and back-of-the-house. Firstly, front-of-the-house is the area where the guest and the employees meet and interact directly such as front office, restaurant, even is lounges. Second, back-of-the-house is like behind the screen, and guests will less meet the employees who work back-of-the-house.…

    • 726 Words
    • 3 Pages
    Superior Essays
  • Improved Essays

    The feedback we receive is closely monitored by our Head Office staff and the managers of the hotels in order to ensure that we perform to the best of our abilities. 3.4 Explain the costs and benefits of customer service to an organisation The potential benefits to a business from providing a consistently high level of customer service include: • Increased sales – more likely to try out other products/services too • Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family • Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service • More effective workforce – satisfied customers help create a positive working environment Great customer service can be very cost effective, the better the customer service received and the product sold, the more revenue will be generated for the company meaning a larger turnover. Great customer service can generate a good reputation for a company, a company that looks after their customers are more than likely to have a customer return or show interest in the products and services on offer. 3.5 Explain the impact of organisational values on how customers create their…

    • 937 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    A PESTLE analysis is a framework or tool used by marketers to analyze and monitor the macro-environmental (external marketing environment) factors that have an impact on an organization. The words ‘P’ is stands for political, ‘E’ stands for economics, ‘S’ stands for social, ‘T’ stands for technological, while ‘L’ stands for legal and ‘E; stands for environment. Political Factors That Could Affect Marriott International The major political factors that could affect Marriott International are the violent activities, international relations and the political conditions in popular tourist destinations.…

    • 1617 Words
    • 7 Pages
    Improved Essays
  • Improved Essays

    The most common perception of service quality is the expectation and the observation that the customer takes from the services provided. In the hotel industry, front office staffs are considered to the support factor when the customer satisfaction is determined upon the decision to return back and be loyal to the hotel. This function is very important for the Premier Inn Hotel as most customer dealing is done by the front office and is the enter base of the hotel. Customers are provided with all the required assistance and this office keeps all essential commodities up-to-date (Mok et al.,…

    • 1462 Words
    • 6 Pages
    Improved Essays
  • Improved Essays

    Importance Of A Hotel Job

    • 927 Words
    • 4 Pages

    It is the face of the hotel business. When you choose to work in the forefront, when you meet the customer, you will have to serve the customer completely. It's a great way to say hello and make customers happy. You do not have any caveat and you need to be able to solve the problem right away. It's a challenging job because there are so many challenges for us to meet our competitors outside of the hotel business, so it's hard for you to get a chance to work.…

    • 927 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Hotel Chain Case Study

    • 892 Words
    • 4 Pages

    1. Introduction Hotel Chain as showing to us practice is the most effective way of integration to hospitality business. The main advantage of such integration it is immediately creating customer base and bigger potential market of customers, cost reduction due to general management, logistics, marketing; common quality standards; centralized training and, as a consequence of all this, the increase in labour productivity. The first chain of hotels was born in the USA in the crisis 30s of the last century. Today, no less than 70% such cold old established hotels have their own chains or closely connecting to hotel chains.…

    • 892 Words
    • 4 Pages
    Improved Essays
  • Superior Essays

    Today people like generation Y have the higher level of education than other generation so they have their own perception to judge hotel products and services according their demand and expectation. At the same time, hotel industry facing staff issue. From different generation, their expectation will keep increasing and changing therefore hotel face the problem to reach customers’ expectation. Also, normally guest complaint is about the services because hotel does not give staff well training and lead them do not have enough product knowledge. In Malaysia, the workforce has been found a shortage of skilled labour among a low level of human capital (Wong & Baum, 2006).…

    • 994 Words
    • 4 Pages
    Superior Essays
  • Improved Essays

    The hospitality industry is one of the largest global industries and employers. The industry has outpaced other industries showing continued growth and is projected to continue doing so in the future. The industry’s global economic contribution in 2016 was $7.6 trillion dollars and has relished solid growth every year as international arrivals of tourists increased to 1.19 billion in 2015 (statista, 2018). The hospitality industry can be broken down into many segments, but I think these four are the most accurate: food and beverage, travel and tourism, accommodations, and recreation. The food and beverage industry is the largest segment of the hospitality industry as it is responsible for preparing meals, snacks, and beverages and estimated…

    • 1065 Words
    • 5 Pages
    Improved Essays
  • Great Essays

    Swot Analysis Of Viettel

    • 2988 Words
    • 12 Pages

    Table of Content 1. Executive Summary 2. Introduction 2.1 Core Values 2.2 Vision 2.3 Mission 2.4 Company Objectives 3. SWOT Analysis 4. Uncertain Factors 5.…

    • 2988 Words
    • 12 Pages
    Great Essays