Discussion of the hotel’s values, culture, policies and procedures.
The Langham Hotels And Resorts
Langham Hotels and Resorts (5 Stars and Luxury level) is a Luxury hotels in prime destinations.
Our company, Langham Hospitality Group (LHG), is founded on the Traditions of Excellence originated in 1865 at The Langham in London. We embrace the four pillars – Geunie Service, Innovation, Captivation of the Senses and Design.
Situated in Southbank, the exclusive riverside precinct of Melbourne, The Langham is a 25-floor hotel with 388 luxuriously appointed rooms including 126 river view rooms, 57 Executive Club rooms, 6 balcony rooms with 19m2 private balconies, 7 terrace rooms with 50m2 private balconies, 11 suites and one Chairman’s Suite; each attended to by the hotel’s signature Service Stylists. Boasting stunning views of the Melbourne city skyline, the Yarra River, historic Flinders Street station and Federation Square, The Langham, Melbourne offers a luxurious and timeless inner-city experience (Langhamhotels.com. 2018).
Each property of Langham Hotels and Resorts excels in its own market by crafting The Art of the Stay for every guest.
The Langham Service Stylist is a brand ambassador who greets guests upon arrival. Prepared to create a unique, inspiring experience for every guest, the Service Stylists eliminate all the stress of travel by anticipating the guests’ needs and delivering service with poise.
The vision of the organization is as follows:-
“Know Our Guests, Build Great Memories” – It will be the definition of hospitality by knowing our guests better than the others and building the greatest hotel memories (Langhamhotels.com. 2018).
Values at the Langham and Langham Place
- One Team, One Dream
- Connect from the heart
- Celebrate success
- Surprise our guests
- Communicate, communicate, communicate.
- Be curious
- Forever young (com. 2018).
Langham’s customer service standard / procedure
- Refunding a credit card Standard / Procedure
- Procedure
- Procedure
Network Social
- Langham’s Instagram :
Langham’s Instagram or Facebook shows about their Facilities (including guest’s photos), Upcoming Special Events, Customer Service, Food. They show all their services, beautiful view for making somebody that see their social media may feel curious about it.
Most of them are positive reviews about the hotel and they had a nice stay in Langham. However, some of them complain about the customer service at front office. They waited for so long for the booking and the staff are unfriendly to them. For the issue, Langham’s Guest Relations Manager did apologise to them by replying their reviews on TripAdvisor, and offering special promo for them as Langham’s apologise (Langhamhotels.com. 2018).
The dimensions of Langham hotel is as follows:-
- One Team, One Dream– Talent wins games, but teamwork wins championships.
- Connect from the heart– Genuine service always comes from the heart.
- Celebrate success– Measure our performance so that we can celebrate our success!
- Surprise our guests– A little creativity goes a long way in creating lasting impressions for our guests.
- Better everyday – Self-improvement is a never ending journey. The sky is limit!
- Communicate, communicate, communicate – Open communication always creates a dynamic and enjoyable working environment.
- Be curious – Be genuinely interested to learn more about our guests and colleagues.
- Forever young – The door of opportunity is open for those who are young at heart.
Housekeeping Department
- Did your room was furnished appropriately ?
- Excellent
- Good
- Fair
- Poor
- Did your room was cleaned and comfortable ?
- Excellent
- Good
- Fair
- Poor
- Did the bed and bedding were comfortable ?
- Excellent
- Good
- Fair
- Poor
- Did the bathroom was cleaned and fully equipped ?
- Excellent
- Good
- Fair
- Poor
- Did the housekeeping staff friendly and reliable ?
- Excellent
- Good
- Fair
- Poor
- How was the atmosphere in Langham ?
- Excellent
- Good
- Fair
- Poor
- How would you rate your experience at Langham ?
- Excellent
- Good
- Fair
- Poor
The Strength: All of the questions have been answered with Excellent and Good. Nothing been answered with Poor and Fair.
Understanding dimensions of excellent customer service and operations
It means housekeeping have done their job well with following and take care all of the elements of housekeeping procedure. The room was clean, furnished, and comfortable to the guests. Bathroom was cleaned and fully equipped.
Areas for Improvements :
The Desired Standards Have been Met : For all, housekeeping have reached their desired standards because the hotel vision is make the guests enjoy to stay and build great memories. According the surveys, the guests have pleasant stay and will make Langham be remembered to them because the service was excellent to them (Ren et al. 2016)
Prioritizing the work
The management of Langham hotels needs to prioritize the work of the employees according to the needs and requirements of the customers. In order to meet the needs and requirements of the customers, the work of CST team needs to be distributed and effectively managed. If the workload and task schedules are not done effectively then it will have a negative impact on service provision. Therefore, scheduling of tasks needs to be prioritized in accordance to the needs and requirements of the customers (Chen, Liu and Chang 2013)
Analysis Summary
From the above analysis, it can be concluded that most of the customers of Langham have responded positively regarding their experience. This can be considered as a positive sign for Langham hotels. On the contrary, there are few scope of improvements are there in terms of customer service. The management of the hotel needs to take positive steps in minimize the loopholes.
There are few scope of improvements for Langham hotels in order to provide better services to the customers. The hotel needs to have experienced and well professional house-keeping staff so that they can take care of the customers and the customer can rate them highly. Apart from this, there needs to be an effective customer loyal plan for premium customers.
From the above analysis, it seem that all the customers are satisfied, still there are scope of improvements in atmosphere and behaviour of housekeeping staffs. The management of the hotel needs to take appropriate steps in order to minimize these loopholes and take steps accordingly.
The findings and analysis shown in activity 5 reflects that all the customers were satisfied with the overall customer service of Langham hotels. However, there are still some amendments required in the customer service in order to meet the needs and requirements of the customers. Hotels are one of the pivotal areas of hospitality industry and it is very important for the hotels as well as for the sector to have adequate amount of customer service in order to attract customers and make them there repeated clients. The customer service being one of the most important parts of the hotel industry has to be improved to make sure that the hotel has amount of business in the concerned time. There are a number of ways in which the customer service can be improved in Langham hotels. which are as follows:-
Developing survey tools
Executive training- the most important ways to make sure that the customers are delighted every time they visit the hotel is to train the executives as per the requirement of the guests (Cantallops and Salvi 2014). Also the executive should be made to treat the customers with utmost care and professionalism. The customer care service always have an eye about the details the customer ratings as well as their satisfaction level (Chen 2015).
Technological improvement
One of the most important ways to improve customer care service in hotels easy to make sure that the hotel has the latest technological facilities for giving service to their clients. All the requirements of the clients should be made the priority in any time of the day and each of the rooms of the hotel should be equipped with modern amenities so that the customers have access their needs (Dhar 2015).
Reading the customers mind
Another important recommendation for the improvement in customer care service of the hotel enable the executive as well as the authority to read the mind of the customers. Sometimes there are customers who do not communicate much with the hotel staff and it is the duty of the hotel staff to know what the customer wants by their gestures and the ways in which they communicate. Reading the customers mind as well as making them comfortable is one of the major ways in which the customer service of the hotels can be improved (Cetin and Walls 2016)
These are the amendments that are required in customer service of Langham hotels. In this manner, the organization can attain its desired aims and objectives.
References
Cantallops, A.S. and Salvi, F., 2014. New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, pp.41-51.
Cetin, G. and Walls, A., 2016. Understanding the customer experiences from the perspective of guests and hotel managers: Empirical findings from luxury hotels in Istanbul, Turkey. Journal of Hospitality Marketing & Management, 25(4), pp.395-424.
Chen, K.H., Liu, H.H. and Chang, F.H., 2013. Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels. International Journal of Hospitality Management, 35, pp.122-132.
Chen, R.J., 2015. From sustainability to customer loyalty: A case of full service hotels’ guests. Journal of Retailing and Consumer Services, 22, pp.261-265.
Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, pp.419-430.
Langhamhotels.com. (2018). Luxury Hotels & Resorts Collections | Langham Hotels & Resorts. [online] Available at: https://www.langhamhotels.com/en/ [Accessed 21 Sep. 2018].
Padilla-Meléndez, A. and Garrido-Moreno, A., 2014. Customer relationship management in hotels: examining critical success factors. Current Issues in Tourism, 17(5), pp.387-396.
Ren, L., Qiu, H., Wang, P. and Lin, P.M., 2016. Exploring customer experience with budget hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52, pp.13-23.
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