Understand how to manage the provision of customer service in hospitality organisations.

The manager of your organisation has asked you to plan and then deliver a presentation based on an in-depth analysis of customer service in your organisation.

Your presentation should cover the following:

1. How do the quality criteria listed in Handout 10 apply to your organisation?

2.Which are the most important and which are the least important in your organisation?

3. To what extent does customer service in your organisation meet these criteria?

Try to obtain views from the customers within your organisation and also, if possible, act as a mystery shopper yourself.

4. Give an analysis of customer service in an organisation that is a direct competitor to your own.

5. Compare customer service in the organisations and, on the basis of yourfindings, make recommendations for improvements to customer service within the organisations.