Customer Relationship Management Used in a Hospitality Operation (Essay Sample)

Customer Relationship Management
Student’s Name
Institutional Affiliation
Customer Relationship Management
Customers service and guest satisfaction are two key points that greatly determine the long-term survival of any business. Offering exceptional services is the best opportunity for hotels to create a lasting impression. Quality customer services not only generate impression but builds a long term relationship that goes beyond making sales (Kandampully, Zhang & Bilgihan, 2015). Quality service will attract and retain customers. Greater customer satisfaction would translate to higher revenues; however, this can only be achieved when employees adopt a positive attitude (Kandampully, Zhang & Bilgihan, 2015). Training is a critical element for providing quality services and enables businesses to meet their objectives.
In future, I would strive to provide quality customer service to improve their levels of customer's satisfaction. The first step would be to train personnel to develop a positive attitude towards work. (Piccoli, Lui & Grün, 2017). Training will enhance specialization in a way that every staff will do what they are good at. Any exclusive hotel should not gamble with service delivery; the management needs to entrust trained and competent employees to deliver the best services (Piccoli, Lui & Grün, 2017). Hence, training should be a continuous process, not a onetime event. Although it can be challenging to training employees who work even at odd hours, modern technology offers high-quality training that does not require sitting in class.
Several hotels have acknowledged the benefits of blending traditional methods of training employees with advanced training solution using performance support system (Piccoli, Lui & Grün, 2017). This system is appropriate for training front desk agents. The Performance support system is a live application that guides the front desk agents in solving issues instantly instead of making guest wait fo