Task 1: Researching Hotel Customer Service Policies in Global Hotel Chain in UK (USE ANY 5 STARS HOTEL AS EXAMPLE IN THIS ESSAY) Scenario Obtain Customer Service Policies from a Global Hotel Chain and find reasons why the hotel has these policies. USE IBIS HOTEL OR MARRIOTT HOTEL FOR EVALUATION NOTE RELATE THIS TO ANY GLOBAL CHAIN HOTEL IN UK Produce a Report1 which: USE IBIS HOTEL OR MARRIOT HOTEL FOR EVALUATION A. discusses reasons for using customer service policies (AC1.1) B. discusses the purpose of evaluating a customer service (AC1.2 part) and indicates how this can assist future staff training and development (AC1.2 part) Assessment Method • Individual Report (1.1,1.2 & M1) Please reference your source of information such as any sampled real organisation’s existing customer service policy and hand in a hard copy of your work on the date stated above. Show appropriate use of structure (such as using table format) in describing customer service policy and use of real examples within UK and elsewhere (Merit 1) QUESTION 1.1 discuss reasons for using customer service policies. 1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development. Textbooks Crouch G et al — Consumer Psychology of Tourism, Hospitality and Leisure — Volume 3 (Cabi Publishing, 2004) ISBN 085199749X Cole G — Management Theory and Practice (Thomson Learning, 2003) ISBN 1844800881 Chattell A — Managing for the Future (Saint Martin’s Press, 1995) ISBN 0312124317 Dawson S — Analysing Organisations (Palgrave Macmillan, 1996) ISBN 0333660951 Goodman G S — Monitoring, Measuring and Managing Customer Service (Jossey Bass Wiley, 2000) ISBN 0787951390 Hayes J and Dredge F — Managing Customer Service (Gower Publishing, 1998) ISBN 0566080052 Lattin GW – The Lodging and Food Service Industry (Amer Hotel and Motel Association, 2002) ISBN0866122354 Powers T and Borrows CW – Introduction to Management in the Hospitality Industry (John Wiley & Sons, 2005) ISBN 0471706388 Walker JR – Introduction to Hospitality Management (Prentice Hall, 2003) ISBN 0131112937 Websites www.dfes.gov.uk Department for Education and Skills www.informationcommissioner.gov.uk Information Commissioner’s Office www.instituteofcustomerservice.com Institute of Customer Service