Unit2- customer service in travel & tourism

Introduction: I am going to explain how the different types of organization approach customer, and describe the method used to measure and monitor customer service. And I will compare and contrast two T.T. Organization approach and measure customer service.

I am going to write about Macdonald hotel and Malmaison hotel.

MACDONALD HOTEL

Macdonald Hotel: Macdonald hotel is a five stars hotel, and the AA hotel group of the year 2007/2008. Macdonald hotel is a private sector, owned 50% by HBOS plc (public). 50% is managed by the principal team.

First impression: My first impression in the Macdonald hotel is they have a very warm welcome, they offers the best quality of work, and the good thing about the Macdonald, they do treat everyone equally regardless of race, male or/ female, able or/ disable. They welcome everyone with high standard; making customer feel like kings and queens.

Mission Statement: “To consistently exceed the expectations of our guests and our employees through a passionate and progressive approach to hospitality” this is their mission statement

Hotel policies and complaining: Regarding policies, the hotel has one policy that customer is number one, their mission statement tells already about the hotel, Macdonald delivers its vision and values through its guests, customers and employees, the hotel makes its customer feel like  kings and queens include their employees which is a good thing.

The Macdonald hotel policy about booking online, on their website the hotel has created a page, ‘online booking terms and condition’; this page is provided for the customer to know more about booking online condition . The purpose of the page is to ensure the customer that the hotel has provided the information for you and if anything went wrong, it’s not acceptable to complaint.

And this policy regarding complaining, Macdonald encourages customers to feedback their experience in Macdonald; this helps the hotel to increase its facilities and provide better standard requesting customers, and also the hotel accepts the complaint from customers

Any complaint should be made to the hotel’s manager, so they may resolve the problem at the right time.

Processes: Macdonald believes that everyone has the opportunity to learn and develop; so far the Macdonald is training 450 people, and 22 graduates have been on their 18 months graduate training programme covering the entire department. 86% of the Macdonald employees are proud to work in Macdonald. 

Mailmaison works together with Hotel du Vin, while Macdonald is 50% owned by HBOS. Macdonald has employed around 4,335 employees across the UK and Spain, and also the hotel has 4 resorts in southern Spain, and Malmaison only operate in the UK.

Macdonald is offering its customers a private environment by secretly keeping the personal data.

Macdonald provides a ‘Great Day Out’ during you stay in one of the 40 resorts of Macdonald you will be given a booklet containing vouchers, which will allow you to access some of the most attractive place in the UK.   

Resources: Macdonald hotel is an integrated organization, the size of the organization is large because they have employed around 160 employees just in Oxford and (4335 employees across the UK and Spain), and they do have 40 hotels around the country and 4 more resorts in southern Spain, which makes them large organization.

Macdonald has about 4,000 rooms throughout 43 hotels and resorts with group turnover of circa £120 million. The numbers of rooms occupied from 2006 to 2009 has dropped by 4%. In 2009 the hotel has registered the growth of -7.40%.

MALMAISON HOTEL

Malmaison hotel: Malmaison is a 4 stars hotel, and the hotel is an integrated organization. Malmaison and Hotel du Vin, together they have won the employees benefits award 2009.

Resources: The malmaison hotel has 12 hotels around the UK, the hotels are owned by MVB Group Holiday, and Malmaison had a turnover of £60, 271 million reported in 2009. I think regarding the size of Malmaison is medium. Overall Malmaison has 1900 rooms and over 50 restaurants and bars.

Hotel policies: Malmaison has one policy regarding customers that customer is number one. Malmaison offers its best facilities to attract customer or/ guest by ‘keeping them moving’, it offers taxi in low price, and the hotel offers late night/ and early morning taxi. This Approaching or/ policy helps customers to appreciate the hotel’s offers. 

Regarding policies, Malmaison takes responsibilities of its employees and customers, they do treat everyone with respect and for them respect and equal opportunity means success. Malmaison offers the health and safety.

Talking about policies the Malmaison ensures safety and healthy, this attract customer, and it ensuring customers and guests it’s a good place to be in.

The Malmaison is committed to ensuring the best quality and performance of work toward customers, guests and employees. Malmaison has four policies regarding customers, employees and community:

1.         Legal: Malmaison believes that everyone has right to obey the law, and they believe the law is the right place to be, and it helps the hotel to achieve its target (goal)

2.         Ethical: Malmaison’s philosophy regarding ethical, only do what is right.

3.         Philanthropic: Malmaison believes in generosities and assistances to the poor, and contribution to the community improvement.

4.         Economic: Be profitable, and the foundation upon all other

Malmaison offers its best cuisine in a low price, and the food is healthy. And also Malmaison does not just offer its best deals to human also pets, Malmaison is pets friendly hotel, Malmaison believes it’s their duty to protect everyone with the facilities the hotel provides for its customers. Malmaison accept all dogs and it costs £10 extra not per night, the hotel provides water bowl and dog basket.

Malmaison’s rewards and recognition, they help customers gain reward and recognition for the quality, service and facilities offers by the hotel.

Processes: The Malmaison’s processes, Malmaison believes customers’ personal data is their priority, the hotel uses the personal data for the purpose of reservation and booking services, and also the hotel uses it for any change; so they may be able to contact the customer direct. The purpose of data is to identify customers.  Malmaison is ensuring its customers a safety environment regarding processes of keeping personal data. Malmaison is using this method to create a strong relationship between the hotel and its customers.

And during the work in the Malmaison, the hotel offers training and education   programmes for its employees. 

Mission Statement: “As mission, we are constantly striving to offer the best in hospitality each time, every time, at all of our prosperities”

Documentation: Malmaison offers to all of its customers a comment card, these comments cards is available in every Malmaison’s rooms. The purpose of the comment card is allowing customers to express themselves about the hotel’s facilities, performance, speed and accuracy. And also Malmaison uses the method of online-comment, the online comment helps or/ allows customers to express their opinion online. And also the hotel provides the contact line for all of its customers and it operates 24 hours/7.

Conclusion:

Malmaison offers its facilities to simplify the customers and guests’ needs by offering the best qualities and performances; the hotel’s offer is beyond guests and customers expectation

 Compare two travel and tourism organisations

Similarity: Macdonald and Malmaison, they both are private organization. Mailmaison and Macdonald are both hotels, and they both believe that customers are number one.

Macdonald and Malmaison they both are pets’ friendly hotel, they both accept pet only for £10 extra, the hotels provide water bowl and dog basket. They both have mission statement.

The Malmaison’s processes, Malmaison believes customers’ personal data is their priority, the hotel uses the processes of data for the purpose of reservation and booking services, and also the hotel uses it for any change; the purpose of data is to identify customers. And Macdonald also believes that as a five stars hotel, it’s the hotel’s duty to protect customers’ data, Macdonald believes protecting customer data is ensuring their safety environment to customers.

Differences: Regarding methods of measuring customer service, Malmaison offers to all of its customers a comment card, these comments cards is available in every Malmaison’s rooms. The purpose of the comment card is allowing customers to express themselves about the hotel’s facilities, performance, speed and accuracy. And Macdonald as a 5 stars hotel, Macdonald believes it’s their duty to listen to the customers’ opinions, Macdonald offers a feedback to all of its customers. And this policy regarding complaining, Macdonald encourages customers to feedback their experience in Macdonald.

Macdonald has about 4,000 rooms throughout 43 hotels and resorts with group turnover of circa £120 million; I think regarding the size of the organization is large. The numbers of rooms occupied from 2006 to 2009 has dropped by 4%. In 2009 the hotel has registered the growth of -7.40%. And the malmaison hotel has 12 hotels around the UK, the hotels are owned by MVB Group Holiday, and Malmaison had a turnover of £60, 271 million reported in 2009. I think regarding the size of Malmaison is medium. Overall Malmaison has 1900 rooms and over 50 restaurants and bars.

(Macdonald is international organization, and malmaison is locate organization)

Macdonald uses this method to approach customers by offering them more offers, such as Christmas gifts, wedding offers, activity and adventure breaks and gifts vouchers experience etc., and Malmaison as 4 stars hotel does not offer the way Macdonald is offering its customer because it’s their duty to show their five stars facilities.

Regarding booking policy Macdonald wants customers to advise them if the customer suffer from allergies, so they may be able to select what is comfortable, but Malmaison offers more safety and healthy, and does not  mind about customers’ needs. 

Regarding facilities Malmaison offers late night/ and early morning taxi, this approaching creates strong relationship between customers and the hotel. Macdonald doesn’t offer late night or early morning taxi because it’s not their duty to offer taxi, their duty is to ensure safety to all of its customers, and offer them the facilities will help them appreciate the hotel’s offer.

Conclusion: Regarding the hotel Macdonald and Malmaison are both completely different regarding history; Malmaison has great reputation regarding prison hotel, and the hotel has a great history behind the building. The malmaison building in my opinion it’s a part of British heritage. While Macdonald has a great reputation with its facilities, speed and accuracy, for Macdonald being a 21st century hotel means success.

I think they both have different method to approach customer, they both have different quality to ensure security and healthy. Macdonald, as a five stars hotel must be professional and Malmaison must be semi-pro because they are four stars. To finish Malmaison and Macdonald, they both ensure safety and healthy environment to their customer.    

This coursework worth P1, P2 and M1