Improving customer service within Asian culture at Hilton hotel
Tien, Le (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019110120529
https://urn.fi/URN:NBN:fi:amk-2019110120529
Tiivistelmä
The purpose of this thesis is investigating specific perspective which perceives Asian service culture among international standard to reinforce customer service in hospitality.
The research presents customer service at the Hilton Hotel and Resorts, the importance of customer service in the Hospitality industry, customer satisfaction analysis model, definition about SERVQUAL, which stands for five dimensions of service quality, the value of perceiving Asian culture to improve customer service for Asian guests. The qualitative research method for this thesis is completed by interviewing two different groups of people.
The thesis puts an effort to clarify several facts about Asian culture, which is related to the Hospitality industry, such as habit lifestyle, etiquette, special traditional culture, hobby, and so on. The author is gathering authentic information from expert people who are currently working in the Hilton Hotel and Resorts, and in other hotels, opinions of some Asian guests are also collected to analyze.
This research concentrates on the improvement of customer service within Asian culture at the Hilton Hotel. In detail, the research is to understand Asian culture and serve Asian customers better by the Hilton Hotel system over the world. The author used qualitative method to analyze the improvement of Asian culture at the Hilton Hotel. The instrument tool in the research was the interview. The result of findings showed that Hilton Helsinki Kalastajatorppa could improve their customer service by helping customers, supporting them, and answering all questions within their ability. In addition, the hotel was better to study Asian culture; for example, providing popular food in Asia such as instant noodles would make customer satisfied. The language was a problem to make customer service better. The result of the interview revealed that employees of the hotel should take a trip to another Hilton in Asia to study, experience, and more understand local people. The second result of the interview presented that in order to improve customer service, employees must put themselves in the shoes of customers so that they could understand what customers want and need. Training course about customer service is extremely necessary to enhance the professional skills of employees.
The research presents customer service at the Hilton Hotel and Resorts, the importance of customer service in the Hospitality industry, customer satisfaction analysis model, definition about SERVQUAL, which stands for five dimensions of service quality, the value of perceiving Asian culture to improve customer service for Asian guests. The qualitative research method for this thesis is completed by interviewing two different groups of people.
The thesis puts an effort to clarify several facts about Asian culture, which is related to the Hospitality industry, such as habit lifestyle, etiquette, special traditional culture, hobby, and so on. The author is gathering authentic information from expert people who are currently working in the Hilton Hotel and Resorts, and in other hotels, opinions of some Asian guests are also collected to analyze.
This research concentrates on the improvement of customer service within Asian culture at the Hilton Hotel. In detail, the research is to understand Asian culture and serve Asian customers better by the Hilton Hotel system over the world. The author used qualitative method to analyze the improvement of Asian culture at the Hilton Hotel. The instrument tool in the research was the interview. The result of findings showed that Hilton Helsinki Kalastajatorppa could improve their customer service by helping customers, supporting them, and answering all questions within their ability. In addition, the hotel was better to study Asian culture; for example, providing popular food in Asia such as instant noodles would make customer satisfied. The language was a problem to make customer service better. The result of the interview revealed that employees of the hotel should take a trip to another Hilton in Asia to study, experience, and more understand local people. The second result of the interview presented that in order to improve customer service, employees must put themselves in the shoes of customers so that they could understand what customers want and need. Training course about customer service is extremely necessary to enhance the professional skills of employees.