Service Of Hospitality Industry In Australia-Myassignmenthelp.Com

Question: Discuss About The Service Of Hospitality Industry In Australia? Answer: Introducation Providing top customer service that can satisfy a consumer should be done by the hospitality industries in order to maximize their sales and profit in the long run. However, the first impression of the hotel industry is a big factor for the customers as based on it the customer loyalty is developed. Pine trees lodge focuses on the personal presentation and greeting process in order to make a good impression in their customer's mind. The resources are presentable and they greet their guest with pride and a feeling of warmth. Positive customer service provided by the hotel include lending an attentive ear to the requirements of the customer, keep the promise, give quality service and take necessary actions to solve the problem of the guest. However, the workers of the Pinetress Lodge listen to their customers empathetically and give their concern towards the need and demand of the guest who comes to their organization (Pinetrees.com.au, 2017). Lack of personal touch, poor quality service, no scope for social media activity and poor availability of the staffs during the customers needs negatively influence the customer service in the hospitality industry (Tar et al., 2017). In the context of Pinetrees lodge, the staffs try to make them available to their guest in order to fulfill their demand. Therefore, they offer social media activity in their organization which gives refreshment to the customer. The hospitality industries should be offered product according to their customer needs that will maximize their business. In the context of Pinetrees lodge, they offer the seasonal discount to their guest that influences them towards such organization. Therefore, they arrange their food items based not only based on the foreign customers but also according to the local customers, which fulfill the needs of both local and foreign customers. Pine trees lodge is situated in a charming environment of Australia, which is full of vegetation. However, the internal environment of the organization is also good as the employees work collaboratively and the communication between the customer and the employees is good, which is helpful to meet the customer needs. Therefore, the organization includes cultural events to give pleasure and refreshment to their guest. The staffs are well presented and highly professional. They are responsible towards their guests while they need them regarding any issues in the service. They provide 24 hours service to their guest. This organization ensures the availability of the service to their guest that is a prime area of the hospitality industry. Pinetress lodge is the affordable resort in Australia thus people from different regions and classes can access their service. Good quality product with reasonable price is one of the main objectives of Pintrees lodge. Offering quality product to their c ustomers is their motto, which enhances their sales revenue as well as customer retention. Apart from this document presentation is another important area of hospitality sectors. Hence, Pintrees presents their documents properly and their policies are used to make transparency between the customers and the organization (Pinetrees.com.au, 2017). Policies and procedures for implementing the customer service standards Honored with many awards at its disposal Pinetrees is popular for its lip smacking food, customizable service, soothing spa treatments along with spectacular beach view location. Located in the Lord Howe Lagoon the hotels have to offer something to all the guests. It has arrangements for world-class diving, snorkeling, fishing, walking, surfing, kayaking and golf to name a few. Some of the policies of customer care which can be implemented for better service in the future are as follows: Professional and certified divers for teaching and taking the guest for a snorkeling ride. Most people come to the hotel in search of adventure and the hotel already has a lot of opportunities for the adrenaline rush that the guests are looking for. But it is also the duty and responsibility of the hotel to keep a tight check on the safety measures of the guest. For this reason it is a good idea to only appoint certified and experienced people to look after the guest when they opt for these adventure sports. The prime objective of the hotel is to present the guests with one of a life time experience and that will only be possible if the staff is skilled and properly trained. In case there is one mishap in the organization it will be of a great risk to the goodwill of the institution that has been gathered over the years. The guests who check in to the hotel want to rejuvenate and have a good vacation. To elevate the experience along with the adventure sports, yoga classes can also be held by professional yoga teachers on the beach. This will help the guests to imbibe the freshness of the environment and also detoxify their system with energy. The hotel offers luxury Garden Cottages for families, tasteful and stylish en-suite rooms. Accommodation of the hotel also includes 3 and 4 bedroom family cottages. As most of the times the guests come with their families the room service should be at least twice a day the second service should be a quick check as to what the guests require. Another service that can be added to special rooms is the personalized spa service at the cottages or villas. Many hotels now a day are offering this facility. This is advantageous for the gusts as they can relax in their own space with the luxury of spa treatments by the skilled professionals. To give the guests a warm and charming experience the restaurant can be set up in the private space of the where the guests are put up or by the beach if they please. This customizable restaurant place will give the guests a private and cozy feeling. As food and wine is one of the most talked about features of the hotel this added advantage will take the customer service to a new level. The hotel already arranges for picnics and BBQs this service will make an impression among the tourists of an outstanding experience with their stay at the hotel. To uplift the stand of the services provided to the customers the hotel can organize periodical training and feedback sessions from the employees to understand their requirements as well. Because of the employees are content with their work and the work environment then only the end customers will be entirely satisfies with the services the hotel has to offer. The meetings should have set agendas to motivate, inspire, train and develop the skills of the employees. Attention should also be paid for after sales service. It sounds like electronic industry idea but it is also applicable for the hospitality sector as well. After checking out the customers should have a longing essence of the hotel service and the time they have enjoyed. After sales service can be arrangement of stay for the guests in their next preferred location. The hotel can arrange for the transportation to the nearest location of the guests. Pack complementary snacks for the next trip etc. Customer service standards and expectations Pinetrees are known as the best affordable option the tourists who are visiting Australia. The hotel offers a lot of faculties to its customers. The media as also raved about the hotel a few times. But it is important to be consistent and also it is important to innovate and develop according to the changing taste and preferences of the guests. The customer base of an organization is loyal when the customer service is spot on. In the hotel business it is important for the organization to keep the interest of the customers first and then think about the profitability and sales. The guest who will check in to the Pintrees will have the expectations to receive the best hospitality service at a much reasonable price. And it is up to the management to offer what they advertise this is the only way to retain customer base and to create customer advocate which is further going to increase sales and profitability of the organization. Potential customers are also converted by providing proper customer care service. The standard of services should have the quality of relevance, suitability and precision. Timeliness or relevance is one of the key factors, for example if the guests are asking for a spa treatment then it should be arranged before the promised time. One of the best ways to elevate the performance of the service is gathering information and coming to a conclusion where changes are required to be made. In order to gather information the organization can talk to the employees, existing customers, potential customers, competitors and the management o the organization. Depending on the scale of operation for an organization the targets should be set. Especially in a hotel business the standards should be kept in such a way that it is able to be met by the management. No false advertising will help the image of the organization if the service is not up to the mark. Policies and procedures for monitoring the customer service satisfaction It is important to set standard for the services that an organization has to offer to its customers but it is also imperative for the organization to keep a check and monitor the proceedings. Monitoring the customer satisfaction is essential to evaluate the development and capability of the hotel. This also helps in the policy making process in the future for the management of the hotel. It is easy to have a structure but it is equally challenging to implement and plan according to the structure. Feedback form the customers are very important for the smooth working of the hospitality sector. It is important for the management to understand what a customer expects from the organization. There are various ways to collect data in this case. One on one discussion with the guests is one of the easiest ways of communicating with the customers. Here the management gets a firsthand insight about what are the types of facilitates the customers are looking for and what are their grievances regarding the current services. Survey forms are also another way to gather information about the customers and the way they feel about the services that are being provided. Many times it is seen that customers have given valuable and insightful ideas of change or betterment of the service. Another way is to monitor customer service is to gather information from the employees itself. The employees are the ones who are in direct contact with the customers all the time. Hence they can give a better brief about the scope of improvement and understand the behavioral pattern of the consumers. The employees who are in direct contact with the customers have an clear idea about what the customers are looking for and what is the demand for a particular. Conclusion Customer satisfaction is the prime objective of any hotel business. The hotel business is very customer centric and focuses more on what the consumer wants than what the business has to offer. In this case Pintrees offer a plethora of refreshment and rejuvenation options along with divine cuisine and picturesque location. The customer care service of the hotel is also good but there are several scope of betterment and development of the policies and services of the hotel. The brand has placed itself where the location of the hotel enables the customers to enjoy scenic beauty along with great hospitality at reasonable rates. Over the few years of its establishment the organization has garnered a lot of appreciations in form of awards as well. Customer Care for the institution can be taken to a different level with the implementation of some of the few arrangements. References Pinetrees.com.au. 2017.Pinetrees. Retrieved 12 August 2017, from https://www.pinetrees.com.au/ Tar, J. J., Pereira-Moliner, J., Pertusa-Ortega, E. M., Lpez-Gamero, M. D., Molina-Azorn, J. F. 2017. Does quality management improve performance or vice versa? Evidence from the hotel industry.Service Business,11(1), 23-43.