Purpose of Evaluating Customer Service Policies - 26269 Words

Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel Tourism Management The Hong Kong Polytechnic University Introduction to Hospitality Copyright  © The Government of the Hong Kong Special Administrative Region All rights reserved. The copyright of this manual belongs to the Government of the Hong Kong Special Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual†¦show more content†¦15 2.2.3 Introduction to the Rooms Division .................................................................. 17 2.2.4 Front Office Operations ................................................................................... 17 2.2.4.1 Guest Cycle ...............................................................................................18 2.2.4.2 Front Office Department ............................................................................22 2.2.4.3 Types of Hotel Guest .................................................................................36 2.2.4.4 The Accommodation Product ....................................................................37 2.2.5 Housekeeping Operations ............................................................................... 41 2.2.5.1 2.2.5.2 In-room Guest Supplies and Amenities .....................................................49 2.2.5.3 Room Status Codes...................................................................................50 2.2.5.4 Types of Guest Requests ..........................................................................52 2.2.5.5 3 Housekeeping Department ........................................................................41 Security Procedures ..................................................................................55 Food and Beverage SectorShow MoreRelatedPurpose of Evaluating Customer Service Policies26276 Words   |  106 PagesSpecial Administrative Region. Commercial use is strictly prohibited. Offenders will be liable to the legal responsibility. Schools need not apply for permission to copy this manual in whole or in part for non-profit making educational or research purposes. All other uses should gain prior permission in writing from the Government of the Hong Kong Special Administrative Region. Requests should be directed to the: Education Bureau 13/F, Room 1319, Wu Chung House 213 Queen’s Road East, Wan Chai, HongRead MoreCustomer Service1186 Words   |  5 Pagessome companies aim to look after their customers well, ensuring that the customer is at the heart of their business and everything they do. In marketing terms this is called being customer focused. It is important to realise that customers can take their business anywhere they want to and if they are not satisfied they will take their business elsewhere. 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