Background information: You have recently been employed as the marketing coordinator at The Stay-Inn Hotel, a 4 star, 300-room hotel located in Melbourne. The hotel has been running for four years and guests often return due to the hotel's modern facilities, excellent customer service and convenient location. The hotel is located next door to a large conference centre and a large percentage of guests travel to Melbourne regularly for work conferences. Management are continuously looking for ways to ensure that the high level of customer service at the hotel is monitored and maintained. In your role, you are responsible for establishing and maintaining client relationship strategies. As per the organisational objectives, you have identified the need for a documented client loyalty strategy and set of customer service standards. An exclusive new hotel has recently opened nearby and now is the time to introduce loyalty plans and other incentives as well as ensure there are a set of customer service standards in place.

1. Review the background information, the Stay-Inn hotel's strategic plan, customer complaints handling procedure and customer service policy.