Customer Care Management Policies

Most of the hotel organizations will have a customer service policy,
which describes their strategy for looking after customers. The policy
will emphasize how highly the organization values their customers. The
term the 'customer is king' is often used to describe the value which
hotel organizations place on their customers. The aim of any
customer service policy will be to make customers feel satisfied and
valued so that they will want to return. Staff working in a hotel
organization must be made aware of the policy, as this will help them
to understand the benefits of good customer service both for
themselves and for the company. Many companies now organize
specialist-training courses in order to ensure that staff provides the best possible service to their customers.
Identifying, prioritizing and confirming customer requirements
It is pretty hard to deliver good customer service unless you know
exactly who your customer is? In some cases the answer is simple. If
you are a waiter, your main customers are clearly the people that
present themselves at your tables. However, what about customers at
other tables, on their way in and out, or those ringing to book a
table, or to complain? Even you colleagues in the kitchen are your
customers they are referred to as internal customers The main key is
to identify your customers, to think of a typical day or week, and to
jot down whom you have contact with - face - to - face, on the
telephone or in writing. Then think about the purpose of that
interaction - are they customers for your service or products?

To sum up with we have two types of customers in an organization and
they are Internal Customer
External Customer
Other staff members in same department
Customers Other staff members in other departments
Guests All supervisors and managers
Suppliers All members of staff in a head office
Trade organizations
All members of staff in other outlets owned by the same organization
Environment Health officers
Police
Fire Authority
AA/RAC inspectors

After knowing your customers, the next thing is to think about your
products and services. For example, if you are in retail on the shop
floor, your main customers are public; the services you personally
offer include providing information, taking orders, taking payment and
wrapping goods. Some of your internal customers could include the
cashier, for whom the service you offer is cashing up the till.