Description of Customer Service in Solo Sokos Hotel, Jyväskylä

Abstract

By analyzing the market of Hospitality Industry, author found the common problem in Hotel Business field, which is understanding of customer needs. At the same time, demand of high quality of customer service providing was increasing for last few decades. Because of that, companies faced with issue regarding providing meaningful experience to their customers. The main objective of the study was to examine the current level of customer service in the hotel industry and demonstrate the importance of personalized customer experience, since it effects on most of business aspects from improving customer experience and creating a nice image of com-pany to developing the business field in general. Paviljonki Hotel, Jyväskylä was used as an example of hotel business player. The study used qualitative research methodology to answer the research question. The data was collected from the hotel customers to obtain their views and experience about the services provided by the hotel, so that they could guide the hotel managers to find effective solutions to exist-ing problems. The results of the research showed, which kind of issues in customer service providing are in Solo Sokos Hotel Paviljonki and explain how it effects on the customer perception of the services from customer point of view. In addition, solutions were offered by author.